Customer Care Prototyping - Commercial Solution Opening (Notice of Availability)
ID: HT0038-25-S-C002Type: Sources Sought
Overview

Buyer

DEPT OF DEFENSEDEFENSE HEALTH AGENCY (DHA)DEFENSE HEALTH AGENCYROSSLYN, VA, 22209, USA

NAICS

Computer Systems Design Services (541512)

PSC

IT AND TELECOM - SERVICE DELIVERY SUPPORT SERVICES: ITSM, OPERATIONS CENTER, PROJECT/PM (LABOR) (DD01)

Original Source

https://sam.gov/workspace/contract/opp/0202c6a52eba42dc8ce29e9958c2a2b1/view
Timeline
    Description

    The Defense Health Agency (DHA) is seeking innovative solutions through its "Customer Care Prototyping 2025-2026" initiative, aimed at enhancing customer care within the Military Health System (MHS). This opportunity invites prototype projects under the authority of 10 U.S.C. § 4022, focusing on developing a foundational platform that prioritizes agile development, self-service support, and data-driven insights to improve mission effectiveness and customer sentiment while reducing costs. Interested vendors should monitor SAM for updates regarding submission instructions and evaluation criteria, with the first "Season Notice" expected in Q1 FY26. For inquiries, contact Gabriela Hurte at gabriela.y.hurte.civ@health.mil or Sonya Edom at sonya.m.edom.civ@health.mil.

    Point(s) of Contact
    Gabriela Hurte
    gabriela.y.hurte.civ@health.mil
    Sonya Edom
    sonya.m.edom.civ@health.mil
    Files
    Title
    Posted
    HT0038-25-S-C002 - Notice of Availability - Customer Care_ 04NOV25.docx
    The Defense Health Agency (DHA) is launching a Commercial Solutions Opening (CSO) titled "Customer Care Prototyping 2025-2026" to develop innovative solutions for the Military Health System's (MHS) customer care. This initiative seeks prototype projects under 10 U.S.C. § 4022 to enhance mission effectiveness and address challenges like slow customer adoption of technology despite significant spending on change management. The DHA aims to establish a Customer Care Foundational Platform using a "design/build" approach, prioritizing agile development, self-service support, and data-driven insights. Solutions should reduce human dependency, lower expenses, and improve customer sentiment. The process will involve multiple
    NoA Questions and Answers_Customer Care 7NOV25 1.xlsx
    This Q&A log addresses inquiries regarding the Customer Care Prototyping – Commercial Solution Opening (CSO) HT0038-25-S-C002. Key information includes that the first "Season Notice" is forthcoming in Q1 FY26, and prospective vendors should monitor SAM for updates. Submission instructions, including format, page limits, and evaluation criteria, will be provided in the Season Notice. The government may conduct technical interchange meetings prior to formal submission. A "Season" refers to a posting for specific Areas of Interest (AOIs) detailing submission rules and evaluation criteria. While funding is required for awards, a lapse in FY26 appropriations was noted as of November 7, 2025. The government may accept submissions to any listed AOI, even outside of published deadlines, as per Section 7 of the CSO.
    Lifecycle
    Title
    Type
    Customer Care Prototyping - Commercial Solution Opening (Notice of Availability)
    Currently viewing
    Sources Sought
    Similar Opportunities
    Program Executive Office, Defense Healthcare Management Systems (PEO DHMS), Commercial Solutions Opening (CSO)
    Buyer not available
    The Department of Defense, through the Defense Health Agency (DHA), is issuing a Commercial Solutions Opening (CSO) to solicit proposals for prototype projects aimed at enhancing the effectiveness of healthcare delivery for military personnel. This initiative seeks innovative solutions that improve platforms, systems, components, or materials utilized by the Department of Defense, particularly in the realm of electronic health records and data management. The CSO will remain open until July 1, 2026, and interested parties are encouraged to submit their proposals, ensuring they adhere to the guidelines outlined in the associated documents. For inquiries, potential respondents can contact Lacey Lockard at lacey.n.lockard.civ@health.mil or Elizabeth Holten at elizabeth.l.holten.civ@health.mil.
    Health Care Delivery Solutions (HCDS) Electronic Health Record Follow-on (MHS GENESIS)
    Buyer not available
    The Department of Defense, through the Defense Health Agency (DHA), is seeking industry input for the Health Care Delivery Solutions (HCDS) Electronic Health Record (EHR) Follow-on (MHS GENESIS) procurement. This initiative aims to modernize the DoD's healthcare management system by enhancing interoperability, optimizing patient care, and leveraging commercial technology advancements while ensuring efficient integration with the Department of Veterans Affairs (VA). The procurement process is critical for maintaining a robust electronic health record system that serves approximately 9.6 million beneficiaries and 194,000 users. Interested parties are encouraged to submit their responses to the Request for Information (RFI) by November 17, 2025, and can direct inquiries to Sonya Edom at sonya.m.edom.civ@health.mil or Gabriela Hurte at gabriela.y.hurte.civ@health.mil. The anticipated timeline includes a draft RFP in Q1 FY26 and contract awards by Q4 FY26.
    Office of Small Business Programs Support Services - Amend 6
    Buyer not available
    The Department of Defense, through the Defense Health Agency (DHA), is seeking proposals for the Office of Small Business Programs Support Services under a Women-Owned Small Business (WOSB) set-aside. The contract aims to provide comprehensive operational and management support for the DHA's Office of Small Business Programs, including business execution, strategic communication, and mentor-protégé program support. This initiative is crucial for enhancing small business participation in defense acquisitions and ensuring compliance with relevant regulations. The contract, valued at up to $24,500,000, will have a base period from January 5, 2026, to January 4, 2027, with four additional one-year options, and proposals are due by December 19, 2025. Interested parties should direct inquiries to Contracting Officer Vicki L. Whiteman at vicki.l.whiteman.civ@health.mil and Contract Specialist Mary Anne Young at mary.a.young138.ctr@health.mil.
    Engineering Management and Support Services Approved Justification and Approval
    Buyer not available
    The Department of Defense, through the Defense Health Agency (DHA), is seeking to procure Engineering Management and Support Services as outlined in the approved Justification and Approval (J&A). This procurement aims to provide essential engineering management and technical support services to enhance the operational capabilities of the DHA. Such services are critical for ensuring effective management and execution of engineering projects within the defense health sector. Interested parties can reach out to Saera Khan at saera.khan.civ@health.mil or by phone at 703-681-6507, or contact Erwin Rivera at erwin.rivera.civ@health.mil or 703-681-4300 for further information.
    Workforce 3.0 - Managed Solution, Defense Healthcare Management Systems (WF3)
    Buyer not available
    The Department of Defense, through the Defense Health Agency (DHA), is seeking to award a noncompetitive task order under the Workforce 3.0 contract to the Boston Consulting Group, Federal, as part of the follow-on to the successful completion of the Design-to-Outcome Task Order. This procurement aims to provide managed solutions in support of defense healthcare management systems, emphasizing the importance of professional support services in enhancing healthcare delivery for military personnel. Interested parties can reach out to primary contact Sonya Edom at sonya.m.edom.civ@health.mil or secondary contact JR Oliver at j.r.oliver.civ@health.mil for further details regarding this opportunity.
    Department of Defense Pharmacy Uniform Formulary Blanket Purchase Agreement/Uniform Formulary Additional Discount Program
    Buyer not available
    The Department of Defense, through the Defense Health Agency, is soliciting quotes for the Pharmacy Uniform Formulary Blanket Purchase Agreement and the Uniform Formulary Additional Discount Program, aimed at establishing an effective pharmacy benefits program for the Military Health System. This procurement involves the evaluation and selection of pharmaceutical agents based on their clinical and cost-effectiveness, with a focus on newly approved drugs that will be reviewed by the Pharmacy and Therapeutics Committee in February 2025. Interested vendors must submit their pricing information, including National Drug Codes (NDCs), by December 19, 2024, and are encouraged to participate in a pre-quotation teleconference on December 4, 2024. For further inquiries, vendors can contact Tracy Banks at tracy.e.banks2.civ@mail.mil or Julia Trang at julia.n.trang.civ@health.mil.
    Biomedical Research Application Evaluation and Support Services (BRAES)
    Buyer not available
    The Department of Defense, through the Defense Health Agency (DHA), is conducting a Sources Sought notice for Biomedical Research Application Evaluation and Support Services (BRAES) to support the Congressionally Directed Medical Research Programs (CDMRP). The objective is to gather information on industry capabilities to assist in managing biomedical research funding, emphasizing a two-tier review process and the development of a Quality Control Plan, while utilizing government-furnished systems for application processing and award management. Interested vendors must submit their responses by 5:00 p.m. Eastern Time on December 8, 2025, to Ms. Deanna S. Moose at deanna.s.moose.civ@health.mil, with a maximum of 20 pages detailing their qualifications and experience relevant to the tasks outlined in the draft Performance Work Statement (PWS).
    Two Phase Design Build IDIQ MATOC in Support of the Western Region
    Buyer not available
    The Department of Defense, specifically the Department of the Army, is seeking contractors for a Two Phase Design Build Indefinite Delivery Indefinite Quantity (IDIQ) Multiple Award Task Order Contracts (MATOC) to support the Defense Health Agency (DHA) program in the Western Region of the United States. This procurement aims to provide design-build and repair services for military healthcare and research laboratory facilities, focusing on architectural, mechanical, electrical, instrumentation, security, and safety areas, with a total contract capacity of $249 million. The project is crucial for ensuring timely and cost-effective responses to the repair and minor construction needs of DHA medical facilities across states including Alaska, California, and Colorado. Interested contractors must register in the System for Award Management (SAM) and monitor the Procurement Integrated Enterprise Environment (PIEE) website for the solicitation, which is expected to be posted around November 20, 2025. For further inquiries, potential bidders can contact LaRhonda Archie at larhonda.m.archie@usace.army.mil.
    Redacted J&A
    Buyer not available
    The Department of Defense, through the Defense Health Agency (DHA), is seeking professional support services as outlined in the Justification and Approval (J&A) document. The procurement aims to fulfill specific requirements related to health services, although detailed objectives are provided in the attached FAR Part 6 J&A document. These services are critical for maintaining the operational effectiveness of health programs within the military context. Interested parties can reach out to Jaclyn Svincek at jaclyn.p.svincek.civ@health.mil or Jennifer C. Jackson at jennifer.c.jackson18.civ@health.mil for further information, with the performance expected to take place in Silver Spring, MD.
    DLA MedSurg Prime Vendor Gen VI
    Buyer not available
    The Defense Logistics Agency (DLA) is seeking proposals for the Medical Surgical Prime Vendor (Med/Surg PV) Program, which aims to provide a comprehensive range of medical and surgical supplies across three Global Regions: North, South, and West. This procurement involves the establishment of Firm Fixed-Price Indefinite Delivery/Indefinite Quantity (IDIQ) contracts for both Primary and Backup Prime Vendors, with a focus on delivering commercially available off-the-shelf medical supplies to various military and federal healthcare facilities. The selected vendors will play a crucial role in ensuring the readiness and availability of essential medical products, supporting the operational needs of the Army, Air Force, Navy, Marine Corps, and other federal agencies. Interested offerors must submit their proposals electronically via the DLA Internet Bid Board System (DIBBS) by December 10, 2025, at 3:00 PM Local Philadelphia Time, and are encouraged to attend a virtual pre-proposal conference scheduled for October 22, 2025. For further inquiries, contact Beatrice Lopez-Pollard at beatrice.lopez-pollard@dla.mil or Joshua Tankel at Joshua.Tankel@dla.mil.