Enterprise Service Management (ESM) Deployment and Professional Services

This Combined Synopsis/Solicitation is updated as of Monday, August 24, 2026 to extend the due date to 11:59PM on Tuesday, August 25, 2026 and to provide updated Questions and Answers. ----------------------------------------------------------------------------------------------------------------------- This Combined Synopsis/Solicitation is updated as of Tuesday, August 18, 2026 to extend the submission due date to Friday, August 21, 2026 at 10AM Eastern Time. ----------------------------------------------------------------------------------------------------------------------- This Combined Synopsis/Solicitation is updated as of Thursday, August 13, 2026. Responses to questions presented under this solicitation are not provided as relevant information is present in the Performance Work Statement. Offerors are encouraged to review the description of the SAM.gov posting and all attached documents in their entirety when preparing responses. ABMC considers this solicitation package to contain the information necessary for offerors to formulate a response. ----------------------------------------------------------------------------------------------------------------------- This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with the format in subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. The solicitation number is ABMCFY26_ESMDeployment and is issued a request for quote (RFQ). The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2026-01. There is no small business set-aside for this requirement and the associated NAICS is 541519 and size standard of $34.0M. ABMC requires a Contractor to deploy, configure, migrate, integrate, secure, train, roll out, operate, and maintain Freshworks products at ABMC. Contractor shall perform all implementation and sustainment tasks. ABMC will approve changes, provide approved access and source data, validate deliverables, and make acceptance decisions. Freshworks deployment shall support ABMC S enterprise service management (ESM) objectives including: IT service management, enterprise case management, Microsoft Entra ID authentication, public intake, shared mailbox intake, reporting, automation, audit logging, role based access control, and phased expansion to ABMC departments and global sites. This is Part 2 to Part 1 for Enterprise Service Management Licenses, Notice ID "377372." This Part 2 PWS excludes software licenses. FAR provision 52.212-1, Instructions to Offerors-Commercial Products and Commercial Services, applies to this acquisition. FAR provision at 52.212-2, Evaluation-Commercial Products and Commercial Services. The evaluation criteria is set forth in the attachment labeled "Proposal and Evaluation Instructions." Offerors may use their active SAM.gov registration to satisfy the requirements at FAR 52.212-3, Offeror Representations and Certifications-Commercial Products and Commercial Services. FAR 52.212-4, Contract Terms and Conditions-Commercial Products and Commercial Services, applies to this acquisition. FAR 52.212-5, Contract Terms and Conditions Required To Implement Statutes or Executive Orders-Commercial Products and Commercial Services, applies to this acquisition. Additional contract requirements or terms and conditions (such as contract financing arrangements or warranty requirements) as determined by the contracting officer may be necessary for this acquisition, will be consistent with customary commercial practices. Quotes are due to ABMC by 10AM Eastern Time on Friday, August 21, 2026 to youngj.ctr@abmc.gov and nerenga@abmc.gov. Questions are due by 10AM Eastern on Wednesday, August 5, 2026 to youngj.ctr@abmc.gov and nerenga@abmc.gov. Offerors shall label the subject of their emails with "ABMCFY26_ESMDeployment."