Industry Day for FDA Contact Center Optimization
Closed Special Notice Posted
- Solicitation number
- FDA-RFI-2026-131159
- Agency
-
Food and Drug Administration
Department of Health and Human Services
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- Place of performance
- Silver Spring, Maryland, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The U.S. Food and Drug Administration (FDA) issued a Special Notice to inform industry partners about an Industry Day focused on FDA Contact Center Optimization. The notice was posted on February 3, 2026, with subsequent updates released on February 10, February 18, and March 11, 2026. The Industry Day was initially scheduled for February 23, 2026, but was ultimately held on March 5, 2026, at FDA Headquarters. This Special Notice served as an informational event preceding an anticipated federal solicitation for contact center modernization services. The FDA invited interested vendors and contractors to participate in this Industry Day to learn about the agency's vision and requirements for modernizing its contact center operations.
The primary objective of the Industry Day was to present the FDA's Contact Center Optimization Program to industry partners and gather feedback on the draft Statement of Objectives (SOO). The FDA required vendors to RSVP by February 17, 2026, with a maximum of two representatives per organization, and requested that all attendees adhere to business formal dress code. Vendors had the opportunity to submit up to two questions regarding the draft SOO by close of business February 19, 2026. The program aims to consolidate over 100 fragmented intake pathways that process 200,000+ annual inquiries into a unified, tiered contact center system incorporating an enterprise CRM platform with AI-powered chatbot capabilities. The FDA anticipates releasing an RFP within 60-90 days of the Industry Day using a full and open competition approach, with a five-year contract period (12-month base plus four 12-month options) and a desired start date of August 3, 2026. All interested parties were encouraged to monitor SAM.gov for future announcements and the official solicitation.
Notice text
4 versions
Update #4 · Latest ·
03/11/2026
Please see the attached Consolidated Meeting Minutes and Slide Deck during the Industry Day held on March 5, 2026.
02/18/2026
Please see Draft SOO from the attachment.
The Government perfers any question regarding to the SOO draft being submitted in advance. Each vendor is limited to two questions. The deadline for question submission is COB 2/19/2026. Please send the questions to Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov. The email tile should be "Industry Day for FDA Contact Center Optimization - Questions to SOO".
02/10/2026
Below are the updates for the industry date:
- All vendor’s should RSVP by February 17, 2026 by sending an email to following the government POCs: Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov. The email tile should be "Registration: Industry Day for FDA Contact Center Optimization".
- Supplementary materials regarding parking arrangements and FDA visitor guidelines are attached for your reference.
- The dress code for this event is business formal. Each company or organization may send a maximum of two representatives. Vendors are responsible for arranging their own lodging accommodations.
- All identification and security requirements are detailed in the attached FDA Visitor Information documentation.
- A coffee service vendor will be available on-site near the meeting room for beverages.
02/03/2026
This notice serves to inform industry partners that the U.S. Food and Drug Administration (FDA) will host an Industry Day on Monday, February 23, 2026.
The preliminary agenda for this event is attached to this notice for your review and planning purposes.
Further logistical details, including information regarding registration, venue, and final scheduling, will be posted to SAM.gov website as they become available. All interested parties are encouraged to monitor SAM.gov for future announcements and updates concerning this event.
We request that you reserve this date on your calendar and look forward to your potential participation.
Update #3 ·
02/18/2026
Please see Draft SOO from the attachment.
The Government perfers any question regarding to the SOO draft being submitted in advance. Each vendor is limited to two questions. The deadline for question submission is COB 2/19/2026. Please send the questions to Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov. The email tile should be "Industry Day for FDA Contact Center Optimization - Questions to SOO".
02/10/2026
Below are the updates for the industry date:
- All vendor’s should RSVP by February 17, 2026 by sending an email to following the government POCs: Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov. The email tile should be "Registration: Industry Day for FDA Contact Center Optimization".
- Supplementary materials regarding parking arrangements and FDA visitor guidelines are attached for your reference.
- The dress code for this event is business formal. Each company or organization may send a maximum of two representatives. Vendors are responsible for arranging their own lodging accommodations.
- All identification and security requirements are detailed in the attached FDA Visitor Information documentation.
- A coffee service vendor will be available on-site near the meeting room for beverages.
02/03/2026
This notice serves to inform industry partners that the U.S. Food and Drug Administration (FDA) will host an Industry Day on Monday, February 23, 2026.
The preliminary agenda for this event is attached to this notice for your review and planning purposes.
Further logistical details, including information regarding registration, venue, and final scheduling, will be posted to SAM.gov website as they become available. All interested parties are encouraged to monitor SAM.gov for future announcements and updates concerning this event.
We request that you reserve this date on your calendar and look forward to your potential participation.
Update #2 ·
02/10/2026
Below are the updates for the industry date:
- All vendor’s should RSVP by February 17, 2026 by sending an email to following the government POCs: Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov. The email tile should be "Registration: Industry Day for FDA Contact Center Optimization".
- Supplementary materials regarding parking arrangements and FDA visitor guidelines are attached for your reference.
- The dress code for this event is business formal. Each company or organization may send a maximum of two representatives. Vendors are responsible for arranging their own lodging accommodations.
- All identification and security requirements are detailed in the attached FDA Visitor Information documentation.
- A coffee service vendor will be available on-site near the meeting room for beverages.
02/03/2026
This notice serves to inform industry partners that the U.S. Food and Drug Administration (FDA) will host an Industry Day on Monday, February 23, 2026.
The preliminary agenda for this event is attached to this notice for your review and planning purposes.
Further logistical details, including information regarding registration, venue, and final scheduling, will be posted to SAM.gov website as they become available. All interested parties are encouraged to monitor SAM.gov for future announcements and updates concerning this event.
We request that you reserve this date on your calendar and look forward to your potential participation.
Update #1 ·
This notice serves to inform industry partners that the U.S. Food and Drug Administration (FDA) will host an Industry Day on Monday, February 23, 2026.
The preliminary agenda for this event is attached to this notice for your review and planning purposes.
Further logistical details, including information regarding registration, venue, and final scheduling, will be posted to SAM.gov website as they become available. All interested parties are encouraged to monitor SAM.gov for future announcements and updates concerning this event.
We request that you reserve this date on your calendar and look forward to your potential participation.
Files
| File | Type | Posted |
|---|---|---|
| Industry Day Consolidated Meeting Minutes.pdf | ||
| Industry Day Mar 2026.pptx | PPTX presentation | |
| Contact Center Optimization SOO_DRAFT.pdf | ||
| Visitor Parking Map.pdf | ||
| FDA Visitor Information.pdf | ||
| Industry Day Feb 2026 (final).pdf |
Notice history
| Notice | Type | Posted |
|---|---|---|
| This notice | Special Notice | |
| Request for Information for FDA Contact Center Optimization | Pre-Solicitation |
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