EUS Industry Day Questions 06.18.26 Final.xlsx

XLSX spreadsheet 34 KB Posted Jun 24, 2026

Attached to: Request for Information - Program Executive Office (PEO), Defense Healthcare Management Systems (DHMS) End User Services (EUS)
Solicitation number: Not on record
Issued by: Defense Health Agency

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Written by GovTribe AI · Jun 24, 2026

This file is an Industry Day Questions and Answers document that provides responses to vendor inquiries submitted during the June 18, 2026 industry day event for the Enterprise End User Services (EUS) Request for Information (RFI). The Q&A covers technical, operational, and programmatic aspects of the Defense Health Agency's effort to modernize healthcare IT end user support across Military Treatment Facilities (MTFs) and tactical operational systems. Key topics addressed include service delivery models, staffing requirements, technology infrastructure, integration with existing systems (DHMSM and JOMIS), support for 11 distinct user domains, service level agreements, training and adoption methodologies, and the potential expansion to other federal agencies such as the U.S. Coast Guard. The document clarifies government expectations regarding contractor capabilities, implementation timelines, and the outcome-based service delivery model that prioritizes reducing administrative burden on clinical staff and achieving "Day One Readiness" for end users.

The RFI responses were due by 11:59 PM on June 25, 2026, with interested vendors required to submit a completed Capability Self-Assessment Matrix by Monday, June 29, 2026 at 11:00 AM EST. This information gathering effort precedes a formal solicitation and helps the Defense Health Agency assess industry capability to deliver enterprise-level IT support services encompassing service desk operations, user adoption and training, field maintainer enablement, and systems integration across a complex healthcare IT environment.

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File	Type	Posted
EUS Industry Day Jun182026 - Final_UpdatedJun242026.pptx	PPTX presentation	Jun 24, 2026
Capability Self-Assesment Matrix.pptx	PPTX presentation	Jun 24, 2026
EUS Fact Sheet 07 MAY 2026_public release.pdf	PDF	Jun 24, 2026
EUS Industry Day Jun182026 - Final.pptx	PPTX presentation	Jun 18, 2026

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Sheet1

ID	Category	Questions	Responses
1	5. Contract Structure & Economies of Scale	What is the DHMS budget per year for all HCDS sustainment contracts other than product licensing?	DHA typically does not disclose budget figures to avoid pigeonholing responses and to evaluate best value. The agency’s financials are publicly available. The goal is to reallocate costs and drive value as the contract is split into multiple pieces. Feedback on “should cost,” cost scalability, and cost flexibility—especially for demand fluctuations—would be helpful.
2	Other	Will there be an OCI between this EUS contract and other HCDS or DHMS contracts other than Workforce 3.0?	The Government will evaluate Organizational Conflicts of Interest (OCI) on a case-by-case basis in accordance with FAR Subpart 9.5. Offerors will be required to submit an OCI mitigation plan if potential conflicts exist with current DHMS integration or deployment contracts.
3	3. Training, Readiness, and Onboarding Timelines	Do you anticipate need for OCONUS resources to support onsite training for Field Maintainers or end users?	Yes, the Government anticipates the potential need for OCONUS resources to support onsite training for field maintainers and end users. The strategical goal remains a modernized, user-centric, and user-intuitive value and outcomes-based approach.
4	Other	Do you anticipate need for ITSM Service Desk staff to be onsite at any DHA facility? If so, please describe volume, location, frequency.	The Government’s intent is to acquire an outcome-based support model rather than prescribe a fixed onsite staffing construct. Today ITSM Service Desk staff support is generally provided with virtual assistance. The Government recognizes that limited onsite support may be appropriate for select operational scenarios (e.g., go-lives, major upgrades, high-friction locations, or tactical/mission-specific events). Offerors should propose the support construct they believe is most effective to achieve the required outcomes and service levels.

Annually, 100k request for account provisioning are submitted globally across DoD and federal partners for production and non-production hosting domain environments. Additionally, there are approx. 120k incident, and configuration change requests for MHS GENESIS.

5	1. Operational Integration & Centralized Services	Can you differentiate the roles for GSC call center vs. ITSM service desk and how GSC call center operations feed into the ITSM ticketing workflow?	The solicitation will define operational boundaries. Currently, the intent is for the EUS vendor to handle Tier 0/1/2 application and workflow support, integrating seamlessly with DHA GSC which manages garrison enterprise network and hardware routing, and to handle/integrate with the Military Department (MILDEPs) (e.g. Army, Air Force, Navy) for Tactical Edge networks and hardware.
6	Other	What specific applications and products are in scope by name for both DHMSM garrison support and JOMIS tactical support?	The EUS requirement is intended to support the PEO DHMS portfolio, including DHMSM and JOMIS end-user support requirements. This includes MHS GENESIS and related DHMSM capabilities, as well as JOMIS applications and associated tactical/disconnected operational support needs. Representative examples include the Oracle Health Cerner Millennium suite, Henry Schein Dentrix, and JOMIS operational medicine capabilities; however, these examples are not intended to be exhaustive. The RFP will identify the in-scope applications, systems, and support boundaries in greater detail.
7	Other	Does the EUS scope include embedded contractor personnel and purchased care specialists in addition to military and civilian employees?	Yes, EUS Scope includes all active provisioning users (~125k active users) and all eligible beneficiaries/ patients of the DoW and Federal Partners (~9.5M) around the world. DoW and Federal Partners direct and support staff is inclusive of contractor personnel.
8	3. Training, Readiness, and Onboarding Timelines	Will the government provide a government furnished baseline image for DIL capability kits or is the contractor responsible for building, certifying, and maintaining the full kit architecture including ATO?	The Government will provide the baseline software and existing Authority to Operate (ATO) parameters. The contractor will be responsible for configuring, maintaining, and supporting the capability kits within those established boundaries.
9	Other	To what extent may contractors include modern tooling (AI analytics, automation platforms, ITSM tools, etc.) and what is expected pathway for new tool accreditation within the programs ATO boundary?	The Government highly encourages modern tooling. Tools must achieve or possess appropriate DoD accreditation (e.g., IL4/IL5 FedRAMP Provisional Authorization). The Government will sponsor required ATO packages but vendors should plan for standard RMF timelines.
10	Other	Will the government enumerate all 11 user domains with their operational classification, user population, and baseline ticket volume by severity with severity definitions?	See attached EUS Fact Sheet.

To the extent available and releasable, the Government anticipates providing additional supporting information—such as user population data, baseline ticketing information, and relevant severity constructs—in the RFP and/or as Government Furnished Information.

11 Other What is the current baseline FCR rate, average ticket volume by category and priority, and current onboarding pipeline time for DHMSM? For JOMIS?will this data be provided as GFI? Historical ticket volumes, current onboarding timelines, and baseline FCR rates for both DHMSM and JOMIS will be provided as Government Furnished Information (GFI) upon RFP release.

As a reference for scale, Annually, 100k request for account provisioning are submitted globally across DoD and federal partners for production and non-production hosting domain environments. Additionally, there are approx. 120k problems, incidents, and change requests for MHS GENESIS.

12	7. Multi-Agency Scalability & Customization	What other federal agencies beyond UCSG are being considered for potential leverage of this vehicle and will that support include initial implementation end user activities?	All federal partners have expressed interest. The contract was expanded from a DHMSM-only focus to be open to all, causing a schedule delay but deemed the right decision. Onboarding will be staggered as partners’ current contracts expire. The U.S. Coast Guard is already using some tools, and the U.S. Soldiers’ and Airmen’s Home is next. Other larger agencies are interested. Onboarding involves cybersecurity posture review and clinical scope analysis. The support model must be scalable and flexible to accommodate partners.
13	Other	Is DHA leaning toward Single Award or Multi-award contract, and what factors will drive that decision? Schedule, price, risk transfer, or agency adoption rate?	DHA is not leaning in any direction and explicitly seeks industry feedback. The agency wants expert opinions and point-counterpoint analyses on different approaches. Respondents should focus limited pages on areas of deep expertise.
14	Other	Is the Service Intelligence capability expected to be built on top of existing Government systems like ServiceNow, LMS, and EHR, or is the contractor expected to provide the integration layer? And when does DHA anticipate granting data access at contract start?	The contractor is expected to provide the integration layer and analytical dashboards. The Government will provide access to existing systems (ServiceNow, LMS, EHR telemetrics) via secure APIs or data exports at contract start.
15	Other	Is DHA considering award fee or incentive fee components tied to XLA outperformance in addition to base firm-fixed-price (FFP)? What fraction of total contract value does DHA see as appropriate at-risk?	DHA seeks feedback on structuring payment to incentivize performance and achieve best value. Various structures have been used (incentives, awards, etc.) without a “secret sauce.” Clear communication of the desired end state is key. Please provide your recommended suggestions on incentives/disincentives.
16	Other	For innovations the contractor introduces during execution like automation, AI, or workflow redesign, how do you anticipate cost savings or productivity gains be shared between contractor and Government?	Under a Firm-Fixed-Price outcome-based contract, the contractor retains the financial benefit of efficiencies gained through their own automation and workflow redesigns, provided all performance SLAs are met.
17	Other	The RFI describes a centralized governance and shared services model. Is the expectation that the prime contractor stands up and governs those shared services, or that they consume Government-provided shared services?	DHA seeks feedback; the answer depends on the proposed solution. A model with a few groups might be managed by the government’s integration cell, while a more complex model with 20–30 specialized groups might require contractor governance. The approach should align with the overall strategy in the RFI response.
18	Other	What Risk Management Framework (RMF) and Authority to Operate (ATO) posture will the contractor inherit at contract start, and at what Impact Levels? Will the contractor obtain new ATOs for contractor-furnished tooling, and what cyber adjudication SLAs does DHA anticipate on its side?	See response to Q9.
19	Other	Do the 11 User Domains mentioned in the request for information correspond to the MHS GENESIS/DHMSM healthcare delivery domains reflected in public DOT&E reporting: en route care, dentistry, emergency department, immunization, laboratory, radiology, operating room, pharmacy, vision, audiology, and inpatient/outpatient services?	See response to Q10
20	1. Operational Integration & Centralized Services	As to the point of redundancy, how soon will DHA/DHMSM choose singular points of services for end users...(Adoption Central and EHRu as an example).	Exact outcome-based requirements will be detailed in the RFP.
21	Other	Currently AMS processes a number of tickets on the contract vehicle is the intent to replace that service or integrate into that delivery? What is the expectation of industry to provide similar services?	The intent is for the EUS vehicle to assume comprehensive Tier 1/2 ticket resolution responsibilities for the specified portfolio to eliminate fragmented support. And bolster Tier 0 capabilities to promote high first contact resolution rate.
22	3. Training, Readiness, and Onboarding Timelines	With reference to day 1 readiness. MHS GENESIS is a right sized system but DHA manning is not right sized or standard. Civilian institutions are built right sized which helps enforcement of timelines.

Who from the government will enforce standardization at the DHA, service, network, and site level?	The Government encourages industry recommendations and best practices in the RFI responses to achieve day 1 readiness and establish accountability and responsibilities at the right levels.
	23	5. Contract Structure & Economies of Scale	Have you determined and/or can you share what you view as the incumbent contracts containing the future scope of this acquisition? Recognizing scope will change, it would be helpful to understand the real starting point to provide feedback on structure and optimal framework.	The Government is seeking your recommendations on how to adjust for scope change including how to scale up or down based on government need and to achieve desired outcome-based objectives.
	24	Other	Will account management and creation for all services be expected of the vendor?

Currently DHA solution is used to feed a ticket from the site to “LPDH Tier 3” then they swivel chair to create accounts within Genesis -

Will that first submission still be required for [DHMSM] as well as [JOMIS]?	Yes, the EUS scope is inclusive of the service delivery to orchestrate the end-to-end onboarding and account provisioning workflow for PEO DHMS Portfolio (ex. DHMSM and JOMIS) users within the proposed 3-day SLA. The Government anticipates the Software Solution Provider (ex Oracle Health, Amwell, etc.) will continue to provide Tier 3 provisioning services
	25	1. Operational Integration & Centralized Services	Can you provide a complete suite of tools, applications and programs used under the JOMIS umbrella? Will the government provide a current DIL environment and architecture for data storage and re sync procedures when comms are restored.	A complete list of JOMIS applications (e.g., Med Hub, TMIP-J, TBLD-M) and their DIL architecture profiles will be provided in the RFP.
	26	Other	When the RFI refers to a “legacy, labor-intensive” model, does this mean a specific system or platform is being retired and replaced, or is it describing the way support is delivered today (too manual, too reactive, too people-dependent)?	It’s the latter: today’s support is too manual and people-dependent. Training for the modernized system mirrors legacy methods, relying heavily on human trainers. DHA is willing to move beyond traditional methods (e.g., CBTs, JKO) and seeks more value-driven, technology-enabled delivery.
	27	1. Operational Integration & Centralized Services	What percentage of current support tickets are resolved by people versus handled automatically? What is today’s self-service rate?	Current baseline data for self-service rates and automated ticket deflection will be published with the formal solicitation. The objective is to significantly increase the current automated deflection rate.
	28	1. Operational Integration & Centralized Services	Which specific areas of IT support are clinical staff spending the most time and effort on today, for example, password resets, system access issues, training gaps, or device problems?	Historically, the specific areas of IT support are account provisioning request, 'how-to' workflow navigation, and request for training/user support.
	29	1. Operational Integration & Centralized Services	Can the Government provide more detail on the 11 User Domains? How are they defined, by job role, system used, or physical location, and will the full list be disclosed in the solicitation?	See Response to Q10
	30	1. Operational Integration & Centralized Services	Are all 11 User Domains in scope from the first day of the contract, or will they be introduced in phases over time?	The Government expects all 11 User Domains to be in scope on the first day of the contract and ensure zero degradation to critical clinical care & operations domains during the transition. The Responses to the RFI allows industry to offer best practices and recommendations.

See Response to Q 10 for a summary of the 11 User Domains.

31	1. Operational Integration & Centralized Services	Is ServiceNow the incumbent ITSM platform, and is the expectation that it remains in place under the new contract?	Yes, ServiceNow is the current Government Furnished System (GFS) for ITSM and expected to remain in place.
32	2. SLAs, Metrics, and Incentives	SLAs are usually defined by mission requirements, how can the contractor work to determine these with DHA during this phase or are you looking for more of the sweet spot?	More of a sweet spot. The Government is actively using this RFI process to validate commercial feasibility and best practices.
33	4. Outcome-Based PWS & Service Intelligence	Can the Government confirm EHR is out of scope for modification, and that contractor access is limited to read-only usage data for analytics purposes only?	Confirmed. The EUS contractor will not modify the core EHR code. Access will be provisioned to support workflow analysis, predictive analytics, and Tier 1/2 issue resolution.
34	4. Outcome-Based PWS & Service Intelligence	Does the Government currently have any real-time visibility into enterprise user adoption?	The Government has varying levels of visibility through tools like Lights On. The goal of EUS is to mature this into near real-time, actionable Service Intelligence dashboards across all software/systems, request for training/user support, and tickets to establish a global data perspective of the user experience.
35	2. SLAs, Metrics, and Incentives	Given operational realities faced by JOMIS, would you consider “operational SLAs” or even “SOF peculiar SLAs”? For example, thinking about the Africa, there might be scenarios where it takes days or even weeks to close out a ticket due to comms and power and other resource issues.	Yes. The Government recognizes that garrison SLAs cannot always apply in DIL environments, and that “Operational SLAs” need to be tailored to tactical communications constraints and limitations. The Government seeks responses from Industry and recommendations for Operational SLAs based on system and use/category/etc.
36	1. Operational Integration & Centralized Services	What Tier 0 automation is currently in place, and what is the current self-service or ticket deflection rate?	There is no enterprise Tier 0 automation. Current Tier 0 and self-service practices vary across the environment and are part of the broader support challenges the EUS acquisition is intended to address. To the extent available and releasable, the Government will provide current-state baseline information in the RFP and/or as Government Furnished Information. Industry is encouraged to propose modern Tier 0, self-service, and ticket deflection approaches that improve user outcomes and reduce administrative burden.
37	3. Training, Readiness, and Onboarding Timelines	How long does it take today to fully onboard a new clinical user, and what does that process currently include?	Timelines currently vary significantly by MTF, to include several days/weeks. Providing a centralized, standardized 3-day net onboarding pipeline is a primary objective of this acquisition.
38	3. Training, Readiness, and Onboarding Timelines	3 day onboarding readiness is achievable, but likely at the cost of CBT completion and ILT attendance. Is DHA/DHMSM considering revisiting the CBT and ILT connection? Also, sites have different requirements for onboarding. Will those be standardized?	The Government is seeking responses to the RFI to achieve 3 day onboarding readiness with a modernized approach to training.
39	3. Training, Readiness, and Onboarding Timelines	What exactly does “Day One Readiness” include, account creation, system access, device setup, training completion, or all of the above? And who on the Government side owns each step today?	It includes account creation request, correct role-based system access, and completion of mandatory baseline training, enabling the user to immediately perform clinical and supporting operational duties.

Device issuance remains a Government/network responsibility.

40	3. Training, Readiness, and Onboarding Timelines	Are Field Maintainers dedicated IT technicians, or are they uniformed military in non-IT primary roles, who handle IT as a secondary responsibility? And what certifications or baseline IT skills do they currently hold?	Field Maintainers are typically uniformed military personnel (e.g., medics or unit communications staff) performing this as a secondary duty. The EUS contractor is responsible for certifying and supporting them. The outcome is for Field Maintainers to provide technical system administration and user support.
41	1. Operational Integration & Centralized Services	Are DHMSM and JOMIS currently managed under separate contracts or by different vendors? Is combining them into a single support model envisioned?	DHMSM and JOMIS are “siblings”—separate but in the same house—collaborating on multiple contracts, including this one and a deployment contract. Users and mission significantly overlap. While they are different EHRs for different purposes, they use and share the same data, which feeds back to GENESIS. DHA seeks industry feedback on where to combine or keep support separate.
42	2. SLAs, Metrics, and Incentives	Are the 30-minute Tier 1 resolution and 75% first-contact resolution targets what a current contractor is already delivering today, or are they the goals? And what are the current baseline metrics?	The numbers are illustrative and “made up.” DHA is trying not to dictate answers. A current issue is excessive escalation from Tier 1/2 to Tier 3, which is slow and costly. DHA wants industry to define the “sweet spot,” realistic targets, costs to achieve them, and potential tiered service options.
43	2. SLAs, Metrics, and Incentives	Will the contractor play a role in refining the performance metrics and parameters alongside the Government, or will those be set unilaterally by the Government before award?	The Government will establish the metrics in the RFP based on mission needs and industry RFI feedback.
44	5. Contract Structure & Economies of Scale	Has a final decision been made on Single Award vs. Multiple Award Contract? Is the Government looking for industry to recommend one approach, or has an internal preference already formed?	The Government is actively soliciting industry input through this RFI to finalize the acquisition strategy. The strategical goal remains a modernized, user-centric, and user-intuitive value and outcomes-based approach.
45	5. Contract Structure & Economies of Scale	Is Firm-Fixed-Price the intended pricing model? If so, how does the Government plan to handle new requirements or scope changes that arise over the life of the contract?	Yes, FFP is intended as this is a commercial buy. The contract structure must be flexible to account for change without excessive rigidity. Scalability and flexibility are key. The model must handle scaling up (e.g., during war), scaling down (during peace), and onboarding new partners. Pricing must be predictable; the agency operates on one-year O&M dollars and cannot have surprise bills. Industry should propose built-in optionality and scalability in pricing.
46	5. Contract Structure & Economies of Scale	Is there an incumbent contractor currently performing any part of this work, and if so, are they a large or small business?	Yes. The Government is seeking your information on whether large or small businesses are able to support outcome-based objectives.
47	7. Multi-Agency Scalability & Customization	Is USCG participation in this contract confirmed at award, or contingent on a future decision? If included, will they be in scope from day one or added via a contract modification later?	USCG is currently utilizing the PEO DHMS products. Specific requirements will be included in the RFP.
48	4. Outcome-Based PWS & Service Intelligence	Has the Government identified any AI or intelligent automation initiatives it wants this contract to support or align with, for example, AI-driven anomaly detection, virtual agents, or predictive analytics for user adoption? And is there an existing DoD AI strategy this effort is expected to comply with?	The Government has not identified any specific AI or intelligent automation initiatives and wants industry recommendations with responses to the RFI. As there is no specific AI or automation the Government is targeting, there is no pre-defined compliance.
49	7. Multi-Agency Scalability & Customization	I'm reference to multiple agencies. Will Memorandums of Agreement be put in place to standardize core processes which can be translated into services provided by contractors?	Yes. MOAs and other financial agreements are already used with partners. A key element is adopting DHA’s baseline and way of operating. While configurable, partners do not create entirely separate workflows; they use a subset of standard DHA workflows.
50	Other	This is a very informative Industry Day with meaningful clarifications that impact the RFI response. The RFI response is due in a week. Would you consider extending the response due date?	No extension will be granted. There is an urgent need, and the agency is on a tight timeline. They rely on quality industry feedback to fill knowledge gaps and develop a clear, unambiguous RFP. The tight deadline is “test number one” for potential partners, reflecting a high-pressure, fast-paced operational environment.
51	7. Multi-Agency Scalability & Customization	For JOMIS, will previously reviewed forward deployment site visit after action reports be publicly shared for contractor awareness? This supports teams working together and a ton of research has already been done for Jomis.	To the extent permitted by OPSEC and classification guidelines, relevant after-action reports and operational baselines will be provided in the RFP.
52	Other	What will be the new world order of how JOMIS will be used in garrison and how MHS Genesis will be used in theater? This new world order will impact how both are supported.	JOMIS suite of products provides disconnected mission capable systems that may benefit clinical care locations in garrison and operational setting. MHS GENESIS Theater is designed to support the tactical edge as well. The EUS contractor should prepare to support disconnected mission needs CONUS and OCONUS.
53	Other	Do you use at any point in your review of RFI responses any sort of AI/LLM tool to interpret or filter content?	The Government adheres to all DoD CIO guidelines regarding the use of Generative AI. RFI responses are reviewed directly by human acquisition professionals and subject matter experts.
54	Other	What is the small business approach regarding acquisition as it is necessary to start teaming agreements.	The Government strongly encourages Small Business participation.
55	1. Operational Integration & Centralized Services	For Field Maintainers in DIL environments, will the solicitation define their authority, baseline competencies, certification requirements, offline procedures, equipment/GFI, and escalation process when connectivity is unavailable?	The RFP will define required outcomes, responsibilities, and support expectations for Field Maintainers operating in disconnected, intermittent, and low-bandwidth environments. The government's intent is for Field Maintainers to help sustain healthcare technology operations in those environments, including local support, troubleshooting, and user assistance within defined support boundaries. The Government anticipates providing applicable GFI at award—such as available technical documentation, system administration guidance, and other relevant artifacts—and the solicitation will further describe expectations related to competencies, procedures, and escalation in disconnected environments.
56	1. Operational Integration & Centralized Services	Can you please give a brief review of the Slide 1 of the presentation regarding the org structure and operational functions between JOMIS and DHMSM	The background slide should be understood as describing the current DHMSM/JOMIS environment and service ecosystem, not as a final state organization chart. DHMSM, JOMIS, and other PEO DHMS components are distinct but interconnected. The EUS effort is exploring which support capabilities can be integrated as shared services and which capabilities must remain tailored to a specific portfolio or environment. See also, answer to Q 41.
57	Other	Government RFIs in many cases are looking for capabilities of companies that can perform the work. Based on the direct questions in the RFI and the clarifications provided at Industry Day, the government is not interested in these capabilities but just the recommendations related to the questions. Is there a desire to see the capabilities of the companies that are showing interest?	While the primary goal of this RFI is to refine the requirement and acquisition strategy, capability statements demonstrating how your firm has successfully executed outcome-based models in similar environments are highly encouraged.

The Government is not requesting overall company capability information.

58	1. Operational Integration & Centralized Services	Will the vendor and or team use existing platforms and services or provide new ones? For example, is ServiceNow in place or doesn't need to be procured implemented, configured, etc.	The vendor must use mandated Government Furnished Systems (e.g., ServiceNow, JKO). See also, answer to Q 31.
59	4. Outcome-Based PWS & Service Intelligence	What data sources, access methods, refresh rates, and data-owner commitments will be Government-furnished to support near real-time Service Intelligence across ServiceNow, LMS, and EHR data?

Follow-up

If required data owners are outside the contractor’s authority, how will the Government direct participation and resolve access barriers?	Data from ServiceNow, JKO, and EHR (ex. Lights On) will be provided as defined in the RFP (ex. secure APIs and/or batch exports). The Government will mandate and enforce data-sharing agreements with relevant system owners.
	60	5. Contract Structure & Economies of Scale	Regardless of Single Award or MAC, will the Government identify a single accountable service integration function responsible for end-to-end user experience, data standards, handoff rules, and enterprise XLA reporting?	The Government expects the future support construct to provide clear end-to-end accountability for the user experience across the in-scope support ecosystem.. Through this RFI, the Government is seeking industry feedback on how best to structure service integration responsibilities—including accountability for handoffs, data-sharing, standards, and enterprise-level reporting—under different contract models such as single-award or multiple-award approaches. The final allocation of those responsibilities will be addressed in the RFP.
	61	2. SLAs, Metrics, and Incentives	Will SLA targets be segmented by issue type, user domain, operating environment, and contractor-controlled versus Government-controlled dependencies?	The Government is requesting responses to the RFI to provide recommendations if SLAs and XLAs should, or should not, be segmented by issue type, user domain, operating environment, and contractor-controlled versus Government-controlled dependencies. And if so, recommendations on this structure.
	62	Other	Will the program office sponsor SECRET FCLs where clearances are required?	Yes, the Government will provide sponsorship for required Facility Clearances (FCL) for the successful offeror(s), though holding an active clearance at time of proposal may be an evaluation factor.
	63	2. SLAs, Metrics, and Incentives	Will the SLA clock pause when resolution depends on Government approval, Uniformed Services action, external system action, or connectivity restoration?	Yes, SLA clock will pause when resolution depends on Government action/approval or other third party.
	64	2. SLAs, Metrics, and Incentives	We are seeing RFPs from DHA that incentives or disincentivize based on staffing levels. Is this not going to be used in this procurement?	Correct. This is a Performance-Based Acquisition. Financial disincentives will be tied strictly to missing outcome SLAs (e.g., First Contact Resolution), not to physical staffing levels or headcounts.
	65	Other	Please share the Sam link so that we know where to look for full instructions.	https://sam.gov/workspace/contract/opp/1bc5d29e0a374fae811f880045df76e9/view

The SAM.GOV link provided is static and may not display the latest information. Please use Sam.gov search function and search “end user services”, "eus" or “dhms” to view the latest URL for the RFI

66	5. Contract Structure & Economies of Scale	Will multiple awards be made? Will COTS solutions be accepted?	The award structure (Single vs. Multiple) is under review. Yes, Commercial Off-The-Shelf (COTS) software solutions may be included in your response to the RFI.
67	Other	What is the planned acquisition timeline?	The Government targets a RFP release in FYQ4 2026
68	1. Operational Integration & Centralized Services	Thank you team, but you had mentioned legacy system may you elaborate on the current systems in place to help build out an idea of centralized services	The legacy reference is to the current support model, not one legacy system. The RFP SOW will describe fragmented, labor-intensive, people-dependent, reactive support, legacy training, disjointed user journeys, siloed data, and insufficient proactive insight as the problems to be solved. DHA wants to modernize support delivery through integrated service pillars and outcome-based accountability.
69	1. Operational Integration & Centralized Services	What is the current and projected total user population across DHMSM and JOMIS over the base and option periods?	Approx. 125,000-150,000 active healthcare staff and operations users and 9.5M beneficiary users (ex. patient portal)
70	1. Operational Integration & Centralized Services	Does the Government intend for the contractor to provide:

ServiceNow administration?

Knowledge management?

Chatbot capabilities?

Self-service portals?	The Government expects that its LMS (JKO), ITSM (ServiceNow), Office365, and web domain (health.mil) will be GFSs. In response to the RFI, the Government wants industry to provide recommendations and best practices regarding knowledge management, chatbots, and/or self-service portals.
	71	7. Multi-Agency Scalability & Customization	Which specific business areas within the USCG and Air Force are interested in using your services	We did not identify specific USCG or Air Force business areas beyond indicating broader federal-partner interest and the possibility of future partner onboarding. DHA’s intent is to keep the vehicle flexible enough to accommodate agencies/services as requirements mature.
	72	7. Multi-Agency Scalability & Customization	As other federal organizations consider using the vehicle, how would envision accommodating their unique requirements, or do you not foresee anything substantially different that would necessitate modifying the contract vehicle?	Unique agency requirements will be accommodated through tailored leveraging the core shared services.

As all agencies share the same system and enterprise configuration, the needs are often very similar (ex. account provisioning request, training existing and new users, timely communication, etc.)

73	3. Training, Readiness, and Onboarding Timelines	What specific activities constitute completion of the "3-Day Net Onboarding SLA"?	Completion is defined as the user possessing active network access... The Government anticipates that Tier 3 support (associated with the product vendor) will conduct the backend account provisioning, and that specific processing time is therefore excluded from the contractor's '3-day Net' SLA calculation.
74	3. Training, Readiness, and Onboarding Timelines	What does the Government expect offline support to look like in practice for Field Maintainers in DIL environments, for example, access to troubleshooting guides, ability to log tickets locally and sync later, or device management without connectivity? And are there existing tools or infrastructure in place today, or is this being built from scratch?	Expectations include providing Field Maintainers with pre-loaded offline troubleshooting guides, resilient edge-devices for logging local tickets that sync upon connection, and localized training materials.
75	1. Operational Integration & Centralized Services	Is MHS GT currently available?	Yes, MHS GENESIS-Theater (MHS GT) is actively deployed and operational, currently supporting units on land and sea.
76	7. Multi-Agency Scalability & Customization	I don't see the FEHRM represented on the stage. How are they involved or are they involved m	The FEHRM is a critical strategic partner governing the joint longitudinal record between DoW and VA. Each Department is responsible to meet their unique mission critical user support needs.

File details come from the government source that posted it. Updated Jun 24, 2026.