EUS Fact Sheet 07 MAY 2026_public release.pdf

PEO DHMS: End User Service (EUS) Fact Sheet 07 MAY 2026

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Modernizing our support model to directly enhance warfighter readiness, ensure our deployed forces remain mission-capable, and deliver the high-quality healthcare experience our service members and their families deserve

WHAT IS EUS?

End User Services (EUS) is an outcome-based contract that unifies the end-user support requirements of the

PEO DHMS product ecosystem into a single, user-centric delivery model.

Designed to directly promote warfighter readiness and mission capability, EUS is more than a standard support contract; it is a strategic partnership that maximizes the value of the Department's investment in health technology.

Transitioning the enterprise from legacy contracts requires a structural shift in how support is delivered. While the delivery of new, automated capabilities will be phased to ensure seamless integration, all enterprise support requirements have been successfully consolidated into eight

(8) distinct Service Pillars:

Service Pillar Mission

1. Service Desk & ITSM Always Available Support for Safe, Continuous Care

2. App & Clinical Workflow Workflows That Work – Where Care Happens

3. Enablement & Adoption Confident Users. Faster Proficiency.

4. Disconnected Enabler Mission-Ready IT at the Tactical Edge

5. Change, Communications, & Trust

Clear Change. Trusted Communication

6. Service Intelligence Insight That Prevents Problems Before They Start

7. Program Management Disciplined Delivery. Predictable Outcomes

8. Beneficiary Digital

Experience

The Preferred Choice: A Trusted Digital Health Journey

WHY EUS? THE PROBLEM WE ARE SOLVING

The legacy support model faces several structural challenges:

• Misaligned Incentives: Fragmented, Level-of-Effort contracts prioritize contractor headcount over issue resolution, preventing the Government from holding a single entity accountable for user proficiency and clinical adoption.

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• Administrative Burden: When beneficiaries struggle to navigate disconnected digital tools, they default to phone calls and walk-ins, diverting critical MTF staff time away from patient care.

• Disconnected Data: Siloed support contracts prevent DHA leadership from accessing a unified, real-time view of the user experience, eliminating the ability to proactively identify and correct workflow friction.

THE EUS SOLUTION: THREE DIMENSIONS OF INTEGRATION

• Enterprise Integration: Unifies support requirements across the entire military healthcare ecosystem, from garrison MTFs and Federal Partner hospitals to operational medicine at the tactical edge, into a single, coordinated vehicle.

• Service Integration: The contractor integrates capabilities across eight distinct Service

Pillars, eliminating siloed support desks and delivering tailored solutions that share data and technical resources to meet specific mission needs.

• Outcome Integration: Success is measured not by contractor attendance or tasks performed, but by strict Service Level Agreements (SLAs) and guaranteed end-to end outcomes.

STRATEGIC OUTCOMES

• Shared Accountability Governance: PEO DHMS holds the vendor accountable to strict performance SLAs, while DHA, the Branches of Service, and Federal Partners govern operational readiness at their respective sites.

• Empowering MTF Staff: A digital-first support model absorbs routine queries to prevent staff burnout, freeing government staff to focus on advanced workflow optimization.

• Accelerated Onboarding & Expert Access: EUS targets MTF pain points by rapidly provisioning roles and training, while providing users direct access to remote Subject

Matter Experts (SMEs) for complex support.

• Longitudinal Health Record, Longitudinal Support: A unified support experience that mirrors the patient record, ensuring a consistent digital thread from MEPCOM to the VA.

• Warfighter Readiness: Medical technology remains a reliable combat asset at the tactical edge.

• World-Class Care: Clinicians spend more time with patients and less time fighting the system.

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• Fiscal Responsibility: Shared capabilities and outcome-based accountability maximize mission value and ensure predictable costs.

• Patient Trust & Loyalty: Beneficiaries consistently choose MHS as their preferred healthcare provider.

SERVICE PILLAR OVERVIEW

We organized the requirements into eight core Service Pillars. These are not intended to create organizational silos, but rather to serve as a strategic blueprint to help our industry partners understand the distinct capabilities required to deliver a modern end-user service.

The Purpose of the Pillars:

• Defining "What Good Looks Like": Each pillar represents a critical capability that a world-class service provider must possess, from a responsive Service Desk to proactive

Enablement & Adoption.

• Attracting Specialized Expertise: We recognize that different pillars require different skill sets. The expertise needed for "Enablement & Adoption" differs from what is required for the "Disconnected Enabler." This framework clarifies the diverse talent bidders must bring to the table.

• Creating a Common Language for Performance: Each pillar is associated with a specific set of desired outcomes and key metrics, providing a consistent way to define, measure, and govern performance. The Central Challenge: Integration

• While each pillar has unique functions, their true value is unlocked when they operate as a single system. The primary measure of the Contractor's success is their ability to create a continuous feedback loop where insights and actions flow seamlessly between pillars.

For example, data from the Service Desk must directly inform the training content created by the Enablement team.

• The Government is not just seeking a contractor to perform tasks. We are seeking a strategic partner who can effectively integrate these capabilities to deliver an efficient service that provides demonstrable value to our warfighters, clinicians, and their families.

USER DOMAINS

Success depends on delivering services that are precisely tailored to the diverse user communities comprising the enterprise. A one-size-fits-all support model is unacceptable. The

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Government has identified eleven distinct User Domains, each with unique workflows, priorities, and definitions of "value."

User Domain Example User Persona Description

1. Point-of-Care

Clinical Care

ER Nurse, Family

Physician

Front-line staff deliver direct, hands-on patient care in a garrison environment.

2. Diagnostic &

Ancillary Ops

Lab Technician, Radiologist

Teams supporting the technical and procedural aspects of care delivery, such as lab testing, imaging, and pharmacy.

3. Population

Health

Community Health

Nurse

Staff focused on managing the long-term health and wellness of specific patient groups and closing gaps in care.

4. Revenue

Integrity

Medical Coder, Biller Personnel managing the financial health of the MHS enterprise by ensuring accurate documentation, coding, and billing.

5. Operational

Throughput

Clinic Scheduler, Bed

Manager

Administrative staff focused on optimizing the use of facilities, staff, and other resources to maximize patient access.

6. Academic &

Training

Residency Program

Director

Leadership and trainees operating in a medical education environment with specific supervision and compliance needs.

7. Research &

Data Science

Clinical Investigator, Data Scientist

Advanced users who leverage enterprise data for formal studies, analytics, and building predictive models.

8. Executive

Oversight

MTF Commander, DHA

Leader

Senior leaders who require high-level aggregate data for strategic oversight, performance management, and decision making.

9. Joint Venture &

Integrated Sites

FHCC Department

Head

DoW staff work in complex, multi-agency facilities that require coordination between

DoW and VA systems.

10. Operational

Medicine

Combat Medic, CSH

Staff

Warfighters and medical personnel operating in austere, tactical, and disconnected environments at the edge.

11. MHS

Beneficiary

(Patient)

Service Member's

Spouse, Retiree

Patients and their families interact with the

MHS through digital tools like the patient portal to manage their healthcare.