Freshworks Licenses, Implementation, and Maintenance

1 AMERICAN BATTLE MONUMENTS COMMISSION Performance Work Statement For Freshworks Licenses, Implementation, and Maintenance May 12, 2026 -- 1 of 28 -- 2 CAUTION: Interested Contractors shall submit proposals that are clear, technically accurate, and tailored to each requirement in this Performance Work Statement. Proposals shall explain the Contractor’s specific approach and deliverables; proposals that merely restate requirements without a workable solution may be considered non-responsive. ABMC recognizes that Contractors may use drafting tools to support proposal development. Regardless of tools used, the proposal must reflect the Contractor’s own understanding, capabilities, and proposed approach. ABMC may consider proposals non-responsive if they are generic, internally inconsistent, or not aligned to the requirements in this solicitation. Contractors shall ensure proposals are reviewed by qualified subject matter experts and demonstrate a working understanding of ABMC’s mission, constraints, and operating environment. -- 2 of 28 -- 3 Contents SECTION 1: BACKGROUND ...................................................................................................... 4 Statement of Needs ..................................................................................................................... 4 Information Technology (IT) Environment ................................................................................ 4 SECTION 2: SCOPE OF WORK ................................................................................................... 5 CLIN 0001-Software Licensing (Base and Four Option Years) ................................................. 5 Licenses for CLIN 0001 (12-month term) .............................................................................. 6 Licenses for CLINs 0003 & 0004 (6-month term) ................................................................. 6 Licenses for CLIN 0005 (Optional) ........................................................................................ 6 CLIN 0002-ITSM Foundation, ManageEngine Migration and Initial Departmental Workflows ..................................................................................................................................................... 8 CLIN 0003-Operations, Finance, Administration, and Collections Integrations...................... 10 CLIN 0004-Administrative and Cemetery Mailboxes Integrations .......................................... 13 CLIN 0005-(Optional) Freddy AI ............................................................................................. 16 CLIN 0006-(Optional) Additional Consulting and Configuration Services (On-Demand Enhancements) .......................................................................................................................... 18 CLIN 0007-Operations and Maintenance ................................................................................. 20 SECTION 3: KEY PERSONNEL ................................................................................................ 22 SECTION 4: PROPOSAL FORMAT ........................................................................................... 23 Evaluation Criteria ........................................................................................................................ 24 SECTION 5: GENERAL INFORMATION ................................................................................. 25 Key Requirements ..................................................................................................................... 25 Controls and Change Management ........................................................................................... 25 Payment Schedule ..................................................................................................................... 25 Post-Award Meetings ................................................................................................................ 26 Project Start Date & Kick Off ................................................................................................... 26 Language Requirements............................................................................................................ 26 Section 508 Requirements ........................................................................................................ 26 Holidays and Work Hours ......................................................................................................... 26 Appendix A: Estimated Breakdown of Workflows by Site .......................................................... 27 -- 3 of 28 -- 4 SECTION 1: BACKGROUND American Battle Monuments Commission (ABMC) is an independent federal agency responsible for commemorating the service and sacrifice of members of the United States Armed Forces. ABMC operates and maintains 26 cemeteries and numerous memorials and monuments across 17 countries, with staff located in Arlington, Virginia; Paris, France; and at overseas sites. ABMC currently utilizes ManageEngine for IT service management (ITSM) functions and requires an integrated, enterprise-wide platform capable of supporting structured enterprise case management workflows across Public Affairs, Historical Services, Human Resources, Operations, Finance, and other mission-support offices. Statement of Needs ABMC requires a consolidated, cloud-based Commercial-Off-The-Shelf (COTS) Freshworks enterprise service management (ESM) platform to replace its existing ITSM solution and implement standardized customer and enterprise case management capabilities across the agency. The solution must support approximately 550 internal users and designated agents, public media and historical service inquiries, and enable consistent intake, routing, Service Level Agreement (SLA) management, reporting, automation, and role-based access control. The platform must integrate with Microsoft 365 E5 and Microsoft Entra…