Service Optimization Support Services

Background
The National Capital Region (NCR) is a critical component of the Military Health System, providing care to over 243,000 enrollers and managing 12% of total Defense Health Agency (DHA) surgical volume.

The NCR serves as both an operational hub and a testing ground for initiatives that enhance clinical readiness, access, and quality of care. As the NCR faces resource constraints and anticipated reductions, it must implement workforce and clinical optimization strategies to maintain high-quality care with limited resources.

To achieve its strategic goals related to readiness, access, quality, and beneficiary experience, the NCR requires specialized contract support in program management, business operations, and health service optimization.

Work Details
The contractor will deliver Service Optimization Support Services to the DHN-NCR Network Operations directorate. Key tasks include: spearheading strategy development and execution; optimizing governance processes; designing performance metrics; driving data-driven analysis for strategic decisions; leading performance improvement initiatives; developing strategic plans that incorporate technological advancements; providing expert personnel such as Organizational Development Practitioners, Program Managers, Project Managers, Statisticians, Subject Matter Experts in Public Health/Human Performance, and Business/Financial Operations Specialists.

Specific responsibilities include: implementing a change management framework; facilitating executive succession planning; advising on organizational restructuring; leading strategic review sessions; developing governance models for strategic investments; mentoring government leaders; assessing the maturity of strategy management frameworks; preparing high-level briefings and recommendations; managing competing priorities in a dynamic environment.

Place of Performance
The services will be performed within the National Capital Region.

Incumbent Analysis (see Incumbents section for more detail)
This opportunity appears to have a confirmed incumbent based on the prior contract “Service Optimization Support Services” (HT001425CE010) awarded to Deloitte & Touche for $1,717,703 during 09/30/25–03/29/26. The current requirement for service optimization support to the DHN-NCR Network Operations directorate—covering strategy development/execution, governance and performance metrics, data-driven analysis, and performance improvement/change management—matches the same service optimization scope indicated by the prior award, suggesting continuity of the work.