Software-as-a-Service (SaaS) Subscriptions and Systems Integration (SI) Support Services for the Omnichannel Customer Communication System (OCCS)

The Department of the Army Materiel Command, Army Contracting Command at Aberdeen Proving Ground intends to procure Software-as-a-Service subscriptions and Systems Integration support services for the Omnichannel Customer Communication System (OCCS), with responses to this Request for Information due by October 26, 2026. This is a market research phase prior to formal solicitation; no set-aside applies. The Defense Commissary Agency (DeCA), which operates 235 global commissaries generating over $4.6 billion in annual sales, is the end customer.

The procurement is structured in two primary tracks plus market feedback. Track 1 addresses SaaS subscriptions requiring authorized resellers capable of delivering Salesforce Service Cloud (40 baseline licenses supporting approximately 30,000 annual cases with embedded AI/ML capabilities), Sprout Social (25 baseline licenses for multi-channel social engagement), and Adobe Workfront/Adobe Experience Manager Assets (42 combined licenses with minimum 6 terabyte GovCloud storage). Track 2 addresses Systems Integration professional services including GovCloud FedRAMP Moderate/High administration, Bynder DAM to Adobe AEM Assets migration, Salesforce CRM AI implementation and governance, agile configuration and multi-platform API integrations, tiered helpdesk support with 99.9% availability SLAs, and continuous DoD RMF compliance with eMASS and ATO renewal management. Track 3 solicits feedback on combined versus separate acquisition strategy.

Respondents must demonstrate authorized reseller status from platform OEMs, Section 508 accessibility compliance, and DoD cyberspace workforce credentialing per DoD Manual 8140.03. The anticipated contract structure is Firm-Fixed-Price covering one 12-month base period plus four optional 12-month periods (five years total). NAICS 541519 applies. Responses are not binding and do not constitute an offer or contractual obligation.