The Defense Health Agency’s Portfolio Acquisition Executive, Medical Digital Solutions (PAE MDS) is seeking industry solutions to support Application, Workflow, Adoption, and Change Support (AWACS) as part of its broader End User Services (EUS) strategy. The solicitation is issued under the existing Enterprise-Wide Commercial Solutions Opening (CSO) and allows for either a FAR-based contract or a Prototype Other Transaction Agreement (pOTA). The anticipated ordering period is a 12-month base with four 12-month option periods, and the Government reserves the right to make one or multiple awards.
The effort supports PAE MDS’s transition from legacy, labor-intensive support contracts to a unified, outcome-based End User Services model supporting the Military Health System. Rather than providing traditional help desk services, this Area of Interest focuses on improving how users adopt, operate, and receive support for enterprise health applications across a diverse user community that includes clinicians, operational medical personnel, administrators, IT staff, and other healthcare support organizations. The solicitation specifically excludes direct beneficiary-facing digital engagement.
This opportunity centers on three End User Services pillars: Application and Clinical Workflow Support, Enablement and Adoption Services, and Change, Communications, and Trust. Contractors are expected to sustain existing application support while introducing automation, workflow improvements, role-based training, organizational change management, communications, and user enablement capabilities. Proposed solutions must integrate with the broader End User Services ecosystem, including the Government’s Service Desk, Service Integration and Management processes, and Government-provided enterprise platforms such as ServiceNow, Microsoft Office 365, Joint Knowledge Online, and MHS GENESIS training environments.
Beyond maintaining day-one operational continuity, the Government is looking for approaches that reduce administrative burden through automation, support disconnected operating environments, improve adoption within clinical workflows, and provide measurable user experience outcomes. Offerors are also expected to propose Experience Level Agreements (XLAs), real-time performance reporting, and approaches that use operational data to identify workflow issues and target user training before problems affect mission performance.
The acquisition uses a two-phase evaluation process. Phase 1 consists of a white paper evaluated on a Go/No-Go basis, with only selected offerors invited to submit detailed proposals during Phase 2. The Government also reserves the option to use oral presentations, live demonstrations, technical challenges, or written question-and-answer exchanges during the evaluation process.
This opportunity is likely to attract systems integrators, healthcare IT firms, clinical informatics organizations, digital adoption and training providers, ServiceNow partners, enterprise application support firms, organizational change management specialists, and companies with experience delivering enterprise user support across complex federal healthcare environments.
Read more here: Notice ID HT003826SC005-AOI0001
