Request for Information - Program Executive Office (PEO), Defense Healthcare Management Systems (DHMS) End User Services (EUS)

The Department of Defense, Defense Health Agency is seeking industry feedback on the Program Executive Office (PEO), Defense Healthcare Management Systems (DHMS) End User Services (EUS) contract. The contract aims to provide a modern, outcome-based end-user support model that unifies the end-user support requirements of the PEO DHMS product ecosystem into a single, user-centric delivery model. The scope of work includes eight distinct Service Pillars: Service Desk & ITSM, App & Clinical Workflow, Enablement & Adoption, Disconnected Enabler, Change, Communications, & Trust, Service Intelligence, Program Management, and Beneficiary Digital Experience. The Government is seeking feedback on refining the technical parameters and metrics, determining the optimal acquisition framework, and defining the requirements for the contract. • The contract will provide support for 11 distinct User Domains, each with unique workflows, priorities, and definitions of "value". • The contractor will be responsible for delivering a digital-first support model that absorbs routine queries, freeing government staff to focus on advanced workflow optimization. • The contract will include strict Service Level Agreements (SLAs) and guaranteed end-to-end outcomes. • The Government is seeking a strategic partner who can effectively integrate the capabilities to deliver an efficient service that provides demonstrable value to warfighters, clinicians, and their families.