ATRANS G3 DMS RFI COTS Complaints CPEP V4.pdf

REQUEST FOR INFORMATION (RFI): Commercial Off-the-Shelf (COTS) Solutions for Complaint Tracking and Resolution in Support of the Army Transportation Command’s (ARTRANS) Domestic Tender Program (DTP)

1. Purpose

The Army Transportation Command (ARTRANS) is seeking information from industry regarding Commercial Off the Shelf (COTS) systems, software, or programs capable of supporting complaint tracking and resolution for issues related to the execution of the Domestic Tender Program (DTP). The goal is to identify solutions that enable both government and non-government stakeholders to submit issues (complaints, compliance violations, protests, appeals, policy guidance requests, and questions) related to the DTP to the ARTRANS G3 staff for review. The solutions should allow ARTRANS to manage and track complaints and provide stakeholders with the status and resolution (if appliable) to each issue submitted.

2. Background

Department of War (DoW) and select agency and government shippers utilize the ARTRANS Domestic Tender Program to execute domestic transportation operations. This program currently encompasses approximately 1,000 registered TSPs, including more than 800 commercial motor TSPs, and is used by all the Military Services and Defense Agencies in the Continental United States. In FY25, the program supported more than 203,000 domestic shipments. Program guidance is found in the Defense Transportation Regulation, 4500.9-R, Part II, Cargo Movement, and the Military Freight Traffic Unified Rules Publication (MFTURP-1), as well as supplemental Service, Agency, and organization guidance.

ARTRANS oversees the enterprise level program managing Transportation Service Provider (TSP) performance, known as the Carrier Performance and Evaluation Program. ARTRANS also regularly receives complaints, inquiries, and concerns related to the day-to-day execution of the DTP.

3. Requirements

ARTRANS requires a robust system to manage stakeholder interactions, ensure compliance, and improve performance. The desired solution should streamline workflows, standardize data, support the development of metrics, and facilitate efficient distribution and resolution of issues.

The ideal COTS product should provide the following capabilities:

3.1 Stakeholder Interaction:

• Allow government and non-government stakeholders to utilize a public facing portal or service to:

o Submit complaints o Identify potential compliance violations o Protest award decisions o Appeal performance actions o Seek policy guidance o Ask questions related to the DTP

This system is not intended to replace procurement protest processes governed by FAR/DFARS.

3.2 Required Information:

• For each issue, concern, or complaint identified, gather standardized information including:

o Submitter affiliation (ex. shipper, government employee, TSP, etc) o Submitter information (Name/s, email address/es, business phone number/s) o Agency/Activity/Unit/Business of complaint focus with contact information (email address/es and/or business phone number/s) o Specific category of complaint

Protest of shipment award (must be submitted before shipment pickup date)

Appeal to a Carrier Performance action

DOW/ARTRANS regulation violation

General inquiries or questions o Bill of lading (BOL) information o Carrier Performance Module (CPM) Incident ID number, if applicable o Additional standardized information specific to the type of complaint, concern, or question (TBD)

3.3 Data Management:

• Standardize and categorize all data related to performance and compliance

• Create a tracking number for each issue submitted

• Place data in a workflow for efficient processing

• Designate and distribute data efficiently to Office of Primary Responsibility (OPR) and Office of Collateral Responsibility (OCR)

• Apply standardized timelines to track and shorten resolution times with automated email notifications when responses are required

• Make data readily available for analysis to support the creation of metrics

• Privacy Act compliance is required

• PII must be protected

• Data must be encrypted in transit and at rest

4. Information Requested

Vendors are requested to provide the following information:

• Product name and description

• Overview of relevant features and functionalities

• How the product meets each requirement listed above

• Examples of current or past implementations in similar environments

• Applicable security and compliance certifications

• Workflow customization, metrics development, and reporting capabilities

• Customization should be limited to configuration of existing COTS capabilities

• General pricing models and licensing structures are requested for market research purposes only.

• Support and maintenance offerings

Solutions must comply with DoD cybersecurity requirements, including RMF, FedRAMP Moderate/High (for cloud-based systems), and zero-trust principles.

5. Submission Instructions

• Responses should be submitted electronically in PDF format.

• Include company name, point of contact, and relevant experience.

• Responses are due by 1 September 2026.

6. Point of Contact

• Questions can be directed to the ARTRANS Freight Carrier Performance Program Team at usarmy.scott.artrans.mbx.carrier-performance@army.mil.

7. Disclaimer

• This RFI is for informational purposes only and does not constitute a solicitation or request for proposal. The Army Transportation Command will not reimburse any costs incurred in responding to this RFI.