Customer Care Prototyping - Commercial Solution Opening (Notice of Availability)

The Defense Health Agency (DHA) is seeking prototype projects through a Commercial Solutions Opening (CSO) under 10 U.S.C. 4022 authority to develop a Customer Care Foundational Platform that enhances mission effectiveness for Department of Defense personnel. The solicitation (HT0038-25-S-C002) targets prototype solutions addressing proactive service management, customer experience design, insight-driven product improvement, neural technologies, customer care operating systems, and precision individualization. Key objectives include reducing product deployment delays, decreasing human intervention, lowering expenses, improving customer sentiment, and enabling customer care insights to inform product design. Responses must adequately address Advancement, Learning, Adjusting, and Solutions to be considered for award. The government will conduct selections through four phases—Prospecting, Assessing, Kickstarting, and Episodes—with potential awards made at any phase, and Season 1 is scheduled for release in Q1 FY26 with submission instructions to be provided in a subsequent Season Notice. As of November 7, 2025, the government noted a funding lapse in FY26 appropriations that must be resolved prior to prototype agreement awards.

This opportunity carries no set-aside designation and is open to all eligible vendors in the Computer Systems Design Services (NAICS 541512) and IT and Telecom Service Delivery Support Services (PSC DD01) categories. No specific award values, budget ranges, or quantity details are disclosed in the pre-solicitation notice. The solicitation is structured around multiple "seasons," each representing postings for specific Areas of Interest with individual deadlines, though the government reserves the right to accept submissions outside published timelines. The original Notice of Availability was posted on November 4, 2025, with a due date of November 4, 2026, and was revised on November 7, 2025, to address industry questions. Successful prototype projects or portions thereof may be selected for follow-on production agreements or contracts under 10 U.S.C. 4022(f), offering contractors the opportunity to transition from prototype phases to full-scale production work.