Call for Solutions - Horizon - Customer Engagement and Digital Services Oversight
Closed Pre-Solicitation Posted
- Solicitation number
- ECMA_26-01
- Agency
-
ACC Rock Island
Army Contracting Command, Department of Defense
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- Not on record
- PSC
- Not on record
- Place of performance
- Rock Island, Illinois, United States
Notice details come from SAM.gov. Updated .
About this opportunity
Army Contracting Command - Rock Island, on behalf of the Enterprise Cloud Management Agency (ECMA), is seeking commercial solutions for Horizon Customer Engagement and Digital Services Oversight, with Phase 1 Solution Briefs due May 22, 2026 at 1500 Central Time. The procurement is not set-aside.
ECMA currently supports nearly 200 customers across 1,600+ cloud accounts and processes 100–200 change requests weekly, 10–25 new service requests monthly, and manages 100–200 concurrent initiatives. The customer base is expected to double within 3–5 years. The solution must address three functional areas: Customer Engagement (requirements intake, onboarding, tenant activation, training, SLA management, self-service automation, and centralized portal); Strategy and Governance (enterprise governance boards, architecture reviews, policy development, performance management, and technology transition oversight); and Business and Finance (billing, chargeback, spend planning, cost transparency dashboards, vendor contract management, and audit readiness).
Solutions must be based on Commercial Off-The-Shelf (COTS) or Low-Code/No-Code (LCNC) technologies with minimal custom development, incorporate significant automation and smart-routing, include real-time automated cost management with anomaly detection and predictive forecasting, and provide structured iterative capability delivery. The Government anticipates total contract value of $20,000,000 to $25,000,000, with base-year cost of $4,000,000 to $5,000,000. A FAR Part 12 Firm-Fixed-Price contract will be awarded using Commercial Solutions Opening procedures under DFARS subpart 212.70.
Phase 1 submissions are limited to 6 pages using 12-point Times New Roman font (title page and IP statement excluded) and must include executive summary, solution description, Rough Order of Magnitude pricing, IP disclosures, three past-performance examples from the last three years, and organizational conflict-of-interest analysis. Questions are due May 18, 2026 at 1100 AM Central Time to Tim Volkert (timothy.w.volkert.civ@army.mil) and Roxanne Schlue (roxanne.m.schlue.civ@army.mil).
Notice text
3 versions
Update #3 · Latest ·
The Army Contracting Command – Rock Island, on behalf of the office of the Enterprise Cloud Management Agency (ECMA), is seeking innovative solutions for Horizon - Customer Engagement and Digital Services Oversight.
There is a critical need for a mature, commercially available solution to provide a highly functional, standards-based approach to customer engagement, strategy and governance, and business and financial operations. This solution is required to manage a rapidly expanding customer base—currently supporting nearly 200 customers and expected to double in 3-5 years—and a high volume of service requests (100-200 per week). The goal is to enhance the overall customer experience through significant automation and streamlined, self-service processes.
The Call for Solutions document, outlining the full problem statement, required solution attributes, submission requirements, and evaluation phases can be found in the "Attachments" section below.
The deadline to submit questions for Phase 1 is May 18, 2026 at 11:00 AM CDT.
The following shall be utilized in the email subject line: "Call for Solution - ECMA_26-01"
The Army Open Solicitation (AOS) that this Call for Solution is associated with can be found at: https://sam.gov/workspace/contract/opp/e11610d69924435c8f893b4b8f81cc1f/view
Please review the AOS posting and associated attachments, in addition to the attachment to this call, for further information on how the AOS is structured.
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Revised 5/14/2026 to correct typo on Solution Briefs page count and decrease font size from 14-point Times New Roman font to 12-point Times New Roman font
******************************************************************************
Revised 5/20/2026 to include attachment: Horizon Customer Engagement and Digital Services Oversight - Question & Answers.pdf.
Update #2 ·
The Army Contracting Command – Rock Island, on behalf of the office of the Enterprise Cloud Management Agency (ECMA), is seeking innovative solutions for Horizon - Customer Engagement and Digital Services Oversight.
There is a critical need for a mature, commercially available solution to provide a highly functional, standards-based approach to customer engagement, strategy and governance, and business and financial operations. This solution is required to manage a rapidly expanding customer base—currently supporting nearly 200 customers and expected to double in 3-5 years—and a high volume of service requests (100-200 per week). The goal is to enhance the overall customer experience through significant automation and streamlined, self-service processes.
The Call for Solutions document, outlining the full problem statement, required solution attributes, submission requirements, and evaluation phases can be found in the "Attachments" section below.
The deadline to submit questions for Phase 1 is May 18, 2026 at 11:00 AM CDT.
The following shall be utilized in the email subject line: "Call for Solution - ECMA_26-01"
The Army Open Solicitation (AOS) that this Call for Solution is associated with can be found at: https://sam.gov/workspace/contract/opp/e11610d69924435c8f893b4b8f81cc1f/view
Please review the AOS posting and associated attachments, in addition to the attachment to this call, for further information on how the AOS is structured.
******************************************************************************
Revised 5/14/20226 to correct typo on Solution Briefs page count and decrease font size from 14-point Times New Roman font to 12-point Times New Roman font
Update #1 ·
The Army Contracting Command – Rock Island, on behalf of the office of the Enterprise Cloud Management Agency (ECMA), is seeking innovative solutions for Horizon - Customer Engagement and Digital Services Oversight.
There is a critical need for a mature, commercially available solution to provide a highly functional, standards-based approach to customer engagement, strategy and governance, and business and financial operations. This solution is required to manage a rapidly expanding customer base—currently supporting nearly 200 customers and expected to double in 3-5 years—and a high volume of service requests (100-200 per week). The goal is to enhance the overall customer experience through significant automation and streamlined, self-service processes.
The Call for Solutions document, outlining the full problem statement, required solution attributes, submission requirements, and evaluation phases can be found in the "Attachments" section below.
The deadline to submit questions for Phase 1 is May 18, 2026 at 11:00 AM CDT.
The following shall be utilized in the email subject line: "Call for Solution - ECMA_26-01"
The Army Open Solicitation (AOS) that this Call for Solution is associated with can be found at: https://sam.gov/workspace/contract/opp/e11610d69924435c8f893b4b8f81cc1f/view
Please review the AOS posting and associated attachments, in addition to the attachment to this call, for further information on how the AOS is structured.
Files
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