Request for Information - Program Executive Office (PEO), Defense Healthcare Management Systems (DHMS) End User Services (EUS)

This document compiles clarification questions and official government responses from an Industry Day for the upcoming Defense Health Agency (DHA) End User Services (EUS) acquisition, planned for release in Q4 FY2026. The primary purpose of the EUS contract is to modernize IT support for the Program Executive Office Defense Healthcare Management Systems (PEO DHMS) portfolio—including DHMSM (MHS GENESIS) and JOMIS (operational medicine)—by transitioning from a manual, labor-intensive model to an outcome-based, centralized shared-services framework. Key details from the Q&A include: - **Scope & Users:** The contract supports approximately 125,000 to 150,000 active clinical/operational users and 9.5 million beneficiary patients. It encompasses Oracle Health Cerner Millennium, JOMIS tactical applications, and potential future federal partners like the U.S. Coast Guard. - **Service Integration:** The contractor will handle Tier 0/1/2 application and workflow support, integrating with the DHA Global Service Center (GSC) and Military Departments. The government mandates the use of ServiceNow as the IT Service Management platform. - **Performance Expectations:** The contract will likely utilize a Firm-Fixed-Price (FFP) model. Performance-based disincentives will be tied strictly to outcome Service Level Agreements (SLAs)—such as a 3-day net clinical onboarding pipeline and first-contact resolution—rather than staffing headcounts. - **Operational Realities:** The government acknowledges the need for tailored "Operational SLAs" and offline capabilities (such as pre-loaded troubleshooting guides) for Field Maintainers in disconnected, intermittent, and low-bandwidth (DIL) environments. The government will provide relevant historical ticketing and baseline metrics as Government Furnished Information (GFI) with the formal RFP.

This Request for Information (RFI) presentation outlines the Defense Healthcare Management Systems' (DHMSM) upcoming Enterprise End User Services initiative. The Government is transitioning healthcare IT end-user support from a legacy, labor-intensive model to a modern, outcome-based enterprise vehicle. This new framework unites garrison Military Treatment Facility support (DHMSM) and tactical operational support (JOMIS) to drive cost-efficiencies, synergies, and a unified user experience. The primary objective of this RFI is to gather industry feedback to refine technical requirements and determine the optimal acquisition framework. Key areas of interest include operational integration of shared services, the feasibility of strict service level agreements (SLAs) and experience level agreements (XLAs), methods for achieving accelerated three-day user onboarding, and the transition from a prescriptive level-of-effort model to an outcome-based Performance Work Statement (PWS). Additionally, the Government seeks feedback on contracting strategies to decide between a Single Award contract or a Multiple Award Contract (MAC). This feedback will help define governance, accountability, and multi-vendor integration structures, while ensuring the vehicle can scale to support other federal agencies, such as the U.S. Coast Guard, across diverse operational environments. Responses must be limited to 10 pages (Word/PDF) or 20 slides (PowerPoint) and are intended solely for planning purposes.

This document is an End User Services (EUS) Industry Capability Self-Assessment matrix, likely used in federal procurement market research to evaluate contractor capabilities. It requires vendors to self-score their capabilities across eight Service Pillars and eleven User Domains using a scale from 0 (Not Offered) to 3 (Full Capability), with a requirement to substantiate high scores in a written response. The eight Service Pillars (P1–P8) include: - Service Desk & ITSM - Application & Workflow - Enablement & Adoption - Disconnected Enabler - Change Management & Communications - Service Intelligence - Program Management - Beneficiary Digital Services The eleven User Domains cover key healthcare and operational areas: - Point-of-Care Clinical Care - Diagnostic & Ancillary Operations - Population Health - Revenue Integrity - Operational Throughput - Academic & Training - Research & Data Science - Executive Oversight - Joint Venture & Integrated Sites - Operational Medicine - Military Health System (MHS) Beneficiary (Patient) This matrix helps the government assess industry readiness to support complex IT and clinical end-user workflows, particularly within federal healthcare environments like the MHS.

This draft Fact Sheet outlines the Program Executive Office Defense Healthcare Management Systems (PEO DHMS) End User Service (EUS) initiative. EUS is a consolidated, outcome-based support contract designed to modernize the military healthcare technology ecosystem, replacing legacy, fragmented, level-of-effort contracts that prioritize headcount over resolution. The EUS model addresses structural challenges—such as administrative burdens, misaligned incentives, and siloed data—by integrating support across three dimensions: Enterprise, Service, and Outcome. The contractor will be held accountable to strict performance SLAs rather than tasks performed. To guide industry partners, the EUS framework consolidates enterprise support requirements into eight core Service Pillars: 1. Service Desk & ITSM 2. App & Clinical Workflow 3. Enablement & Adoption 4. Disconnected Enabler 5. Change, Communications, & Trust 6. Service Intelligence 7. Program Management 8. Beneficiary Digital Experience While these pillars represent distinct capabilities and specialized talent, the contractor must seamlessly integrate them to create a continuous feedback loop. Furthermore, EUS rejects a one-size-fits-all approach by tailoring support to eleven distinct User Domains. These domains span the entire military health enterprise, ranging from front-line clinical care, diagnostics, and operational throughput to joint ventures, operational medicine at the tactical edge, and MHS beneficiaries. Ultimately, EUS aims to enhance warfighter readiness, empower medical staff, and deliver a superior, trusted healthcare experience for service members and their families.

This presentation outlines the Defense Healthcare Management Systems (DHMSM) Enterprise End User Services Industry Day. The government is transitioning healthcare IT end-user support from legacy, labor-intensive practices to a modern, outcome-based, enterprise-wide service. This initiative merges garrison Military Treatment Facility support (DHMSM) and tactical operational support (JOMIS) under a single contract vehicle to drive cost efficiencies and deliver a unified user experience. The associated Request for Information (RFI) seeks industry feedback to refine technical requirements and determine the optimal acquisition framework. Key areas of interest include operational integration of shared services, the feasibility of strict service level agreements (SLAs) versus experience level agreements (XLAs), and strategies to achieve a rapid three-day user onboarding pipeline. Additionally, the government seeks feedback on transitioning from prescriptive level-of-effort checklists to an outcome-based Performance Work Statement (PWS). Regarding acquisition strategy, the RFI asks industry to weigh the benefits and risks of a Single Award versus a Multiple Award Contract (MAC) under a Firm-Fixed-Price model. The government is evaluating how each structure impacts multi-vendor governance, accountability, and scalability for other federal agencies like the U.S. Coast Guard. Responses are limited to 10 pages for Word/PDF documents or 20 slides for PowerPoint submissions.