SOD_White Paper Request_ 23OCT26.docx

Service Order Desk Modernization OTA Request for Information / Sources Sought Ft Carson, CO 10/23/2026 1.Purpose THIS IS A REQUEST FOR INFORMATION (RFI)/ SOURCES SOUGHT FOR SOLUTION BASED CAPABILITY STATEMENTS ONLY. THERE IS NO SOLICITATION AT THIS TIME.

This RFI is issued solely for information and planning purposes, it does not constitute a Request for Proposal (RFP) or a promise to issue an RFP in the future. This request does not commit the U.S. Government to contract for any supply or service whatsoever. Further, the Government is not at this time seeking proposals and will not accept unsolicited proposals. Responders are advised that the U.S. Government will not pay for any information or administrative costs incurred in response to this RFI; all costs associated with responding to this RFI will be solely at the interested party’s expense. Not responding to this RFI does not preclude participation in any future RFP, if any is issued.

Responses to this Request for Solution based capability statement are not quotes on which the Service Order Desk can issue any contract. This Request for Solution based capability statement is issued for information and planning purposes only and does not in itself constitute a proposal. The Government does not intend to award a contract based only on responses to Request for Solution based capability statement.

All information received in response to this Request for Solution based capability statement marked "Proprietary" will be protected and handled accordingly. Interested parties are responsible for adequately marking proprietary or competition sensitive information contained in their response. The Government reserves the right to ask follow-up clarifying questions to individual companies based on proprietary information submitted without posting those questions.

Responses to this Request for Solution based capability statement will not be returned. Responders are solely responsible for all expenses associated with responding to this Request for Solution based capability statement.

MICC- Fort Carson, Colorado, in coordination with the Fort Carson, Colorado Directorate of Public Works (DPW), is conducting market research to identify an innovative commercial solution to design, integrate, and deploy a modernized Service Order Desk Platform. This initiative seeks to decouple the Service Order Desk from the legacy Base Operations (Baseops) contract, transitioning it into a highly automated, data-transparent, and user-centric operational node.

2. Operational Imperative & Mission Alignment The current base operations infrastructure is hindered by siloed software systems, manual workflows, and limited financial tracking capabilities. Specifically, the lack of integration between the Army Maintenance Application (ArMA), General Fund enterprise Business System (GFEBS), and DPW Work Management prevents the seamless transition of out-of-scope work requests. Furthermore, tracking and reconciling expenditures, particularly Sustainment, Restoration, and Modernization (SRM) funding for barracks (E4H9), remains highly manual.

To maintain installation readiness, the Government requires a commercial platform capable of operating securely in a DOW environment. The desired end-state is an automated ecosystem that optimizes resource allocation, improves customer transparency, and ensures complete financial reconciliation.

3. Administrative Instructions Format: Submit the RFI response electronically in PDF or Microsoft Word format.

Page Limit: The capability statement shall not exceed 10 pages and shall include a technical approach and Rough Order of Magnitude (ROM) cost. Exclude cover page and appendices, if permitted by the final notice.

Font: Times New Roman or Arial, 11-point font or larger.

Deadline: Responses must be submitted no later than Monday, November 23, 2026, at 1000 Mountain Time (MT).

Delivery: Submit electronically to Jessica Smith at Jessica.l.smith499.civ@army.mil, and Frank Camcho at frank.m.camacho.civ@army.mil, and MAJ Ryan Lee jong.d.lee2.mil@army.mil.

Suggested Subject Line: Response to Service Order Desk Modernization Solution – [Company Name] Proprietary Information: The Government acknowledges that submissions may contain proprietary or trade-secret information. Responders are responsible for clearly identifying and marking proprietary or competition-sensitive information. The Government will handle properly marked information in accordance with applicable law, regulation, and policy.

Security Notice: The proposed solution must comply with Department of War (DOW) Impact Level 5 (IL5) hosting standards. No classified information will be exchanged during this effort.

Required Responder Information Provide the following on the cover page or in a separate administrative section:

1. Company Name and Address

2. CAGE Code and Unique Entity Identifier (UEI)

3. Company business size and applicable NAICS code(s)

4. Small-business socioeconomic status(es), if applicable

5. Primary Point of Contact: Name, title, telephone number, and email address

6. Secondary Point of Contact: Name, title, telephone number, and email address

7. Company website URL, if applicable

8. Teaming partners and their roles, if applicable

9. Relevant IL5 hosting, cybersecurity, and authorization experience

10. Relevant past performance for case management, enterprise resource planning, DPW-style work management, federal, DOW, or large municipal-utility implementations

11. Location(s) where work will be performed, including on-site support capability at Fort Carson, Colorado, if proposed

12. Recommendations, assumptions, dependencies, and identified concerns related to implementation, integration, data migration, or Government-furnished access and interfaces

Capabilities Statement / Concept Paper Content Provide a detailed description of the company’s commercial solution, experience, technical capability, implementation approach, and ROM cost to design, integrate, test, deploy, and support a modernized Service Order Desk Platform at Fort Carson.

The proposed solution should address the following requirements.

1. Objective and Mission Need The proposed platform should replace or modernize legacy service-order workflows and operate as an independent, user-centric Service Order Desk capability that improves financial transparency, automates workflows, improves customer communication, and provides robust analytics in an IL5 environment.

2. Financial Management and SRM Tracking Describe the capability to:

· Provide real-time tracking of funds spent by location, facility type, and funding source.

· Provide auditable financial reconciliation.

· Automatically categorize and credit barracks expenditures—specifically those associated with E4H9—toward DPW Sustainment, Restoration, and Modernization (SRM) requirements.

3. Workflow and Systems Integration Describe the technical approach for:

· Establishing an automated, digital pathway between the Service Order Desk, Army Maintenance Application (ArMA), GFEBS and DPW Work Management.

· Routing service orders determined to be outside the base operations contract scope into DPW construction work requests without manual data re-entry.

· Identifying required application programming interfaces (APIs), data mappings, interface dependencies, and Government-furnished information or access required for integration.

4. Customer Communications and Ticket Status Management Describe the capability to:

· Support multi-state ticket tracking, including statuses such as “Assessed – Awaiting Parts” and “In Progress.”

· Prevent premature ticket closure.

· Trigger customer notification only upon actual completion.

· Send parallel notifications to secondary or alternate points of contact.

5. System Administration and Usability Describe the capability to:

· Enable administrators to bulk-reassign active cases from departing or terminated employees to active personnel in fewer than three clicks.

· Provide a modern, intuitive, responsive user interface.

· Maintain a target page-load time of less than two seconds under peak user loads.

· Provide advanced search, filtering, and case-management functionality appropriate for DPW and installation operations.

6. Analytics and Reporting Describe the capability to provide:

· Intuitive, drag-and-drop reporting for nontechnical users.

· Custom maintenance, service-order, workload, and financial metrics.

· Data visualizations and reports that support real-time operational and leadership decision-making.

7. Security, Hosting, and Data Protection Describe the proposed approach to:

· Deploying and operating the platform in a DOW IL5 cloud environment.

· Role-Based Access Control (RBAC).

· Common Access Card (CAC) and Single Sign-On (SSO) integration.

· Protection of Controlled Unclassified Information (CUI) and personally identifiable information (PII).

· Security authorization strategy, cybersecurity controls, logging, auditing, and incident-response support.

8. Implementation Approach and Schedule Provide a phased implementation approach Address key implementation risks and mitigations, particularly:

· API and data-mapping errors;

· migration and cutover risk;

· preservation of service-order continuity;

· surge ticket volume after go-live; and

· availability of on-site or rapid-response technical support during transition.

9. Commercial Maturity, Data Rights, and ROM Cost Provide:

· Identification of existing commercial capabilities versus functionality requiring configuration or custom development.

· Relevant commercial, federal, DOW, municipal, utility, or facilities-management deployments.

· Proposed data-rights assertions for configuration, integration schemas, data structures, and Government data.

· A ROM cost addressing software licensing, hosting, integration, migration, implementation, training, sustainment, and optional support.

· Assumptions, exclusions, and cost drivers.

The Government’s evaluation places highest emphasis on technical capability and integration feasibility, followed by commercial maturity/usability and relevant personnel/past performance.

Current Operational Challenges

• Barracks-specific expenditures (E4H9) are not credited to the DPW Sustainment, Restoration, and Modernization (SRM) requirements.

• Loss of financial visibility.

• Underfunding of critical DPW SRM requirements due to uncredited expenditures.

• Increased risk of dropped requests and project delays.

• Non-user-friendly, complex reporting tools.

• Unrefined search and filter capabilities.

• Alternate/secondary Point of Contact (POC) fields fail to trigger system notifications.

• Decreased workforce productivity.

• Inability of leadership to extract actionable operational intelligence in real time.

• Communication gaps with secondary POCs.

• Manual workload reassignment overhead for supervisors.

4. Draft Statement of Need (SON)

1.0 Objective

The Service Order Desk requirement on Fort Carson, Colorado requires an agile, secure, and modern commercial solution to establish an independent Service Order Desk Platform. This platform will replace legacy workflows and decouple service order management from the broader base operations (Baseops) contract. The goal is to deploy a user-centric, automated system that maximizes financial transparency, automates cross-platform workflows, improves customer communication, and provides robust data analytics within a secure Impact Level 5 (IL5) environment.

2.0 Scope of Work

The a future performers may design, develop, test, and deploy a software solution that integrates with or modernizes existing Directorate of Public Works (DPW) and Army Maintenance Application (ArMA) and General Fund enterprise Business System (GFEBS) workflows. The scope encompasses five primary capability pillars:

3.0 Performance-Based Requirements

The performer's solution must meet or exceed the following operational capabilities:

4.0 Security and Hosting Constraints

· IL5 Compliance: The solution must be deployable and fully functional within a DOW Impact Level 5 (IL5) cloud environment.

· Access Control: Must support Role-Based Access Control (RBAC) and integrate with Common Access Card (CAC) / Single Sign-On (SSO) infrastructures.

· CUI & PII Protection: The system will process Controlled Unclassified Information (CUI) and Personally Identifiable Information (PII) (such as customer contact details) and must adhere to federal information security standards.