Request for Information for FDA Contact Center Optimization
Closed Pre-Solicitation Posted
Not the latest version. See the latest special notice from .
- Solicitation number
- FDA-RFI-2026-131159
- Agency
-
FDA Office of Acquisition and Grant Services
Food and Drug Administration, Department of Health and Human Services
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- Not on record
- PSC
- Not on record
- Place of performance
- Silver Spring, Maryland 20993, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The Food and Drug Administration (FDA), operating under the Department of Health and Human Services Office of Acquisition and Grant Services, is seeking industry insights through a Request for Information (RFI) to modernize its contact center and inquiry intake capabilities. The FDA aims to develop an integrated, secure enterprise Customer Relationship Management (CRM) system capable of consolidating over 100 current intake mechanisms and 20 web-based structures into a unified platform. Key requirements include implementing a tiered support structure with self-service capabilities (Tier 0), general information specialists (Tier 1), technical specialists (Tier 2), and expert-level support (Tier 3), along with a unified communication hub supporting multiple channels, intelligent routing, comprehensive case management, and a centralized knowledge base. The solution must meet FedRAMP High compliance standards, support AI and automation features, provide multilingual capabilities, and integrate with existing FDA systems including the Adverse Event Management System (AEMS). Responses to this RFI are due Monday, November 10, 2025, at 5:00 PM Eastern Time, as updated in Amendment 2 (posted October 31, 2025), with Amendment 3 (posted November 6, 2025) clarifying the correct RFI number as FDA-RFI-2026-131159.
This RFI carries no set-aside designations, and no incumbent contractors or award values have been identified in the pre-solicitation materials. The FDA currently handles approximately 127,500 to 200,000 annual inquiries and complaints across its multiple Centers, Offices, and Programs, establishing the scale of the modernization effort. The agency anticipates potential consolidation of multiple existing contact center platforms and intake mechanisms into a single enterprise solution and is considering a lead system integrator model for implementation. Industry Day and one-on-one follow-up meetings are planned for November 2025 to clarify requirements and gather additional insights from interested vendors. Vendors are expected to provide detailed responses addressing organizational structure, customer communication standards, case management capabilities, data integration approaches, performance monitoring methodologies, technical architecture, security compliance measures, implementation timelines, and scalability considerations.
Notice text
4 versions
Update #4 · Latest ·
Amendment 3 is to clarify that the correct RFI number is FDA-RFI- 2026- 131159.
Amendment 2 is being posted on 10/31/2025 for the following purposes:
1) To provide responses to the questions that FDA received.
2) To update RFI response due date to Monday, November 10, 2025, at 5:00 PM Eastern Time.
Amendment 1 is posted on 10/22/2025 for the following purposes: 1) RFI response due date is now extended until further notice. and 2) Industry Day/Follow-up time is now to be determined (TBD).
The purpose of this Request for Information (RFI) is to gain a better understanding of, and potentially
leverage, current and emerging industry capabilities to modernize FDA’s technology and service for
information flow into and through the FDA. More specifically, FDA aims to gather insights from industry
on solutions to achieve a modern, integrated, and secure approach to unified inquiry intake and
information flow. To this end, FDA is seeking innovative approaches to contact centers and help desks.
Update #3 ·
Amendment 2 is being posted on 10/31/2025 for the following purposes:
1) To provide responses to the questions that FDA received.
2) To update RFI response due date to Monday, November 10, 2025, at 5:00 PM Eastern Time.
Amendment 1 is posted on 10/22/2025 for the following purposes: 1) RFI response due date is now extended until further notice. and 2) Industry Day/Follow-up time is now to be determined (TBD).
The purpose of this Request for Information (RFI) is to gain a better understanding of, and potentially
leverage, current and emerging industry capabilities to modernize FDA’s technology and service for
information flow into and through the FDA. More specifically, FDA aims to gather insights from industry
on solutions to achieve a modern, integrated, and secure approach to unified inquiry intake and
information flow. To this end, FDA is seeking innovative approaches to contact centers and help desks.
Update #2 ·
Amendment 1 is posted on 10/22/2025 for the following purposes: 1) RFI response due date is now extended until further notice. and 2) Industry Day/Follow-up time is now to be determined (TBD).
The purpose of this Request for Information (RFI) is to gain a better understanding of, and potentially
leverage, current and emerging industry capabilities to modernize FDA’s technology and service for
information flow into and through the FDA. More specifically, FDA aims to gather insights from industry
on solutions to achieve a modern, integrated, and secure approach to unified inquiry intake and
information flow. To this end, FDA is seeking innovative approaches to contact centers and help desks.
Update #1 ·
The purpose of this Request for Information (RFI) is to gain a better understanding of, and potentially
leverage, current and emerging industry capabilities to modernize FDA’s technology and service for
information flow into and through the FDA. More specifically, FDA aims to gather insights from industry
on solutions to achieve a modern, integrated, and secure approach to unified inquiry intake and
information flow. To this end, FDA is seeking innovative approaches to contact centers and help desks.
Files
| File | Type | Posted |
|---|---|---|
| Amendment 3.pdf | ||
| Amendment 2.pdf | ||
| Final Responses to RFI Questions (version 1).xlsx | XLSX spreadsheet | |
| Amendment 1.pdf | ||
| Contact Center Optimization RFI with attachment.pdf |
Notice history
| Notice | Type | Posted |
|---|---|---|
| Industry Day for FDA Contact Center Optimization | Special Notice | |
| This notice | Pre-Solicitation |
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