1.2.1_Request for Information_IAMO Kiosks.pdf

Federal Emergency Management Agency (FEMA) Program Office

Individual Assistance Kiosk Prototypes Request for Information (RFI)

January 5th, 2026

REQUEST FOR INFORMATION (RFI) SUMMARY: The Department of Homeland Security (DHS), Federal Emergency Management Agency (FEMA), Recovery Directorate/Individual Assistance Division, requires Mobile Kiosk Units as prototypes to test in the field. The units will be a part of rapid deployment systems that quickly respond to disasters, emergencies, or special events. These units will provide survivors with another way to interface with FEMA if they prefer a self-service option to apply for assistance, upload any documents, check on their case status, and potentially see what services other Federal and State, Local, Tribal, and Territorial (SLTT) agencies can provide to them.

Background When disaster strikes, FEMA is committed to supporting survivors and communities in need through a variety of services. One key way FEMA achieves this is by providing in-person survivor assistance at State, Local, Tribal, and Territorial (SLTT) locations, such as Disaster Recovery Centers (DRCs), local government facilities, community centers, and other gathering spaces. DRCs serve as physical hubs where FEMA and SLTT governments collaborate to deliver efficient and effective recovery services to survivors following a disaster. These services include Registration Intake, case status checks and updates, document uploads, and more. In some cases, DRCs become focal points for complex survivor needs that require staff to dedicate additional time and attention. However, when staff are occupied with simpler tasks— such as registrations, case status checks, and document uploads—they may have less time to assist survivors with urgent or intricate cases. To address this challenge, FEMA proposes the implementation of self-service kiosks to streamline routine processes, freeing up staff to focus on more complex survivor needs.

Scope FEMA has a requirement for Mobile Kiosk Units as prototypes to test in the field. The units will be a part of rapid deployment systems that quickly respond to disasters, emergencies, or special events. These units will provide survivors with another way to interface with FEMA if they prefer a self-service option to apply for assistance, upload any documents, check on their case status, and potentially see what services other Federal and SLTT agencies can provide to them. FEMA is seeking a vendor to design, develop, and deliver kiosks that meet FEMA's technical, accessibility, security, and operational requirements. Additionally, the contractor will ensure the kiosks are compact, portable, and equipped with necessary features, such as ADA compliance, privacy measures, internet connectivity, and integration with disasterassistance.gov. Optional features, such as battery backup, anti-theft mechanisms, and remote monitoring capabilities, may be included to enhance functionality.

The Kiosks will be retained, stored and transported by FEMA, as needed.

Requirements

Necessary Features

• ADA Compliance

• Document Upload Capability (preferably photo scanning)

• Integrate with Disasterassistance.gov and other partner sites

Individual Assistance Kiosk Prototypes Request for Information (RFI)

January 5th, 2026

• Privacy o Privacy Screen o Audio jack plug in (contact with a call center agent) o Pin pad for SSN additions o kiosk to take applicant pictures just to ensure it matches what is in their ID.

o Multilingual instructions and a step-by-step guide interface.

• Security o Automatic log out o Deletion of information after session o Reminders to grab documents

• Compact and transportable (maximum height 72 inches; must be able to fit most if not all on a 48x40 pallet; less than 150 pounds)

• Travel Case

• Ability to contact FEMA call center agent o ADA Compliance o Security/PII Considerations o Audio (kiosks may be placed in a high-traffic DRC and privacy is of utmost importance)

• Wifi, Wired internet connection, and/or Cellular ability

• Maintenance and Service o Technical support, software updates, and repairs for a period of one (1) year following delivery.

• Ease of Set-up

Optional Features

• Battery Operation/Backup

• Anti-theft/Anti-vandalism (e.g. Security Camera or Location-based perimeter)

• Active Remote Monitoring System

• Signal light on top of kiosk indicating that the kiosk is not in use (green), in use (red), or survivor needs assistance (blinking red)

Capabilities The Prototype developed by the contractor shall successfully execute the following three (3) capabilities:

Document Upload Document upload is the main reason these self-service kiosks are being procured by FEMA. Survivors can log into their disasterassistance.gov account to upload documents that are necessary to supplement their application. The documents are requested by FEMA through their disasterassistance.gov account or postal mail. There are many different types of documents a survivor may need to upload such as:

• Federal/state ID

• Social security card

• US passport

• US or other birth certificate

• W-2

Individual Assistance Kiosk Prototypes Request for Information (RFI)

January 5th, 2026

• Pay stub

• Childcare, lodging, or medical receipts

• Vehicle registration

It is very important to note; we require that documents not be stored but rather be deleted promptly after the survivor walks away from kiosk (if being stored in the system in any way).

Registration Intake, Case Status Inquiry, and Case Status Update Self-service registration, case status inquiry, and case status update occur through disasterassistance.gov.

With registration, the survivor may need to make an account if they do not already have one. This registration process can take up to 20 minutes.

With case status inquiries, the survivor can go to disasterassistance.gov and click on “check status”. This selection will have them log into their account, so they are able to check their status. They may see items that need to be reviewed and requests for information such as documents.

With case status updates, survivors can change their mailing address, email address, phone numbers, correspondence preferences, add insurance, current location, and the Office of Disability and Integration Coordination (ODIC) questions.

Kiosk Connection to a FEMA Call Center Agent In certain situations, kiosks may be in high-traffic DRCs or public spaces, such as libraries, without a FEMA representative present to monitor them. In these instances, it is crucial to provide survivors with the option to connect with a FEMA call center agent for assistance. The FEMA call center agent must have the capability to view the kiosk screen, remotely access the kiosk, and communicate directly with the survivor to ensure effective support.

GENERAL INFORMATION: This RFI is issued solely for information gathering purposes to identify sources that can provide support for the Individual Assistance Division. In accordance with FAR 15.201(e), RFIs may be used when the Government wants to obtain price, delivery, other market information, and capabilities for planning purposes. Responses to these RFIs are not offers and cannot be accepted by the Government to form a binding contract. This RFI shall not be construed as a commitment by the Government for any purpose, nor does it restrict the Government to an ultimate acquisition approach. Respondents are solely responsible for all expenses associated with their RFI response.

Respondents will not receive additional information in response to their submittal to the RFI and will not be notified of the resulting market research.

PROPRIETARY INFORMATION AND DISCLAIMERS: Respondents shall identify any proprietary information in its RFI response. Information submitted in response to this RFI will be used at the discretion of the Government. Further, the information submitted will remain confidential insofar as permitted by law, including the Freedom of Information and Privacy Acts. FEMA reserves the right to utilize any non-proprietary technical information in the anticipated PWS or solicitation.

Although it is not necessary to address in their response, respondents shall be aware of any potential, actual, or perceived organizational conflicts of interests. Any real or potential conflicts must be

Individual Assistance Kiosk Prototypes Request for Information (RFI)

January 5th, 2026 sufficiently mitigated prior to a contract award. For further guidance, refer to the Federal Acquisition Regulation, Part 9.5.

NAICS CODE: 541512 - Computer Systems Design Services

PRODUCT SERVICE CODE (PSC): DA01 - IT and Telecom - Business Application/Application Development Support Services (Labor)

ANTICIPATED PERIOD OF PERFORMANCE START DATE: TBD

ANTICIPATED ACQUISITION STRATEGY: (optional, but you may choose to omit if you do not want to commit to anything. You may not know your strategy yet – hence the market research)

ATTACHMENT: (Draft requirements document, if desired)

RFI RESPONSE SUBMITTAL INSTRUCTIONS:

Interested contractors shall submit their RFI responses electronically to Ross Wakeman and Lassey Wilson-Bahun at mailto:ross.wakeman@fema.dhs.gov and lassey.wilsonbahun@fema.dhs.gov no later than 3:00PM Eastern Standard Time (EST), Friday, February 7th, 2026. Questions regarding this RFI are due via email no later than Friday, January 23rd, 2026 utilizing the attached Question Document.

“Vendor Name_RFI Response for Individual Assistance Kiosk Prototypes” shall be in the subject line of your e-mail. All responses shall be unclassified, with proprietary information clearly marked. The document format shall be either Microsoft Word (.doc or .docx), or Adobe Acrobat (.pdf) formats. Pages shall be 8.5 by 11 inch and shall use a type pitch that is no smaller than a standard 11-point font type, with the exception of charts, graphs, or tables, which shall use a pitch not smaller than 10-point font.

Responses shall not exceed (page limit) pages in length including images, data displays, charts, graphs, and tables. Page limitation does not include: 1 cover page. Do not include promotional materials.

RFI Responses shall include the following information in the order below:

A. Cover Page with the following information:

1. Company Name

2. Company Address

3. UEI Number

4. Company Point of Contact - Name, Title, Phone, and Email address

5. Statement of current business size status (i.e., HUBZone small business concern, service-disabled veteran-owned small business firm, 8(a) contractor, woman-owned small business, small business, or large business concern). Also, business size in relation to the NAICS code size standards assigned to this acquisition.

6. GSA Schedule Number, Contract Number, and Period of Performance and/or DHS Strategic Sourcing Vehicle Category Name and Contract Number, if applicable mailto:ross.wakeman@fema.dhs.gov mailto:lassey.wilsonbahun@fema.dhs.gov

Individual Assistance Kiosk Prototypes

B. Contractor Capability Statement (No more than 3 pages in length)

1. Summarization of relevant projects showing capabilities

2. Past performance in applicable areas

C. Contractor RFI Responses to questions (No more than 5 pages in length)

The responses received will assist FEMA with identifying the number and nature of the entities that consider themselves potential technical solution providers. Each respondent, by submitting a response, agrees that any cost incurred in response to this RFI, or in support of activities associated with this RFI, shall be the sole responsibility of the respondent. FEMA shall incur no obligations or liabilities whatsoever, to anyone, for any costs or expenses incurred by the respondent in responding to this RFI.

REQUEST FOR INFORMATION (RFI) QUESTIONS

(1) Which solution (custom or standard) are you proposing? Vendors may choose more than one at their discretion.

(2) How will the proposed solution(s) meet FEMA’s requirements as described in the background, requirements, and capabilities?

a. Include photos and dimensions (technical specifications) of the hardware solution and any features.

b. If a software solution is integrated, explain what this solution is.

c. If a software solution would need to be third-party, make note of third-party vendors for collaboration.

d. Experience hosting a commercial customer relationship management platform, like

Salesforce.

e. If applicable, provide any features that may be beneficial that have not been mentioned by FEMA.

(3) Provide storage guidelines for your hardware solution (and software solution, if applicable) -(eg.

Must be connected to power at all times, must be plugged into the FEMA network every 30 days when not being used, software must be updated ASAP upon release of new updates, etc).

(4) Provide a description of any maintenance and service contract that would be included. If there is no maintenance and service contract available, please put N/A.

(5) Provide a description of any identity verification software that could be available on this kiosk or your ability to integrate with identity providers, like Login.gov. If there is no identity verification software available, please put N/A.

(6) Provide a Rough Order of Magnitude (ROM) that provides both a low and high range estimate of cost for (a) development/delivery and (b) ongoing licensing, operation, and maintenance costs.

a. Where applicable, please provide information on the assumptions that drove the price estimate including any options that FEMA may elect to reduce cost or reduce implementation timeframe.

b. Where applicable, please provide information about any elements of the proposed solution that are consumption-based (e.g., pay as you use).

Individual Assistance Kiosk Prototypes

c. With respect to pricing estimates, FEMA invites respondents to offer unique approaches to funding development and long-term utilization of the proposed solution.

(7) Provide a high-level project plan from kick-off to delivery of initial kiosks.

(8) Please provide any feedback you have regarding the requirements document.