CDER Informatics Review Process and Operations Transformation (H&O)
Past New Requirement Updated
- Agency
-
Food and Drug Administration
Department of Health and Human Services
- Solicitation expected
- Estimated value
- $7,000,000 to $13,000,000
- Set-aside
- No set-aside
Forecast facts
- Anticipated award
- NAICS code
- 541519 Other Computer Related Services
- Points of contact
-
- tbd@fda.gov
- Christopher Scott christopher.scott@fda.hhs.gov
Forecast details come from HHS's procurement forecast. Agencies' dates and values are estimates.
About this forecast
The Department of Health and Human Services Food and Drug Administration is seeking queue management support services for CDER IT Applications, focusing on Help Desk ticket management and coordination. The contract involves identifying, classifying, and triaging tickets, ensuring proper assignment, and monitoring queues to meet Service Level Agreement (SLA) targets. The estimated solicitation release date is April 1, 2026, with an anticipated award date of June 1, 2026, and falls under the Other Computer Related Services NAICS code 541519.
While specific award values are not disclosed, the contract will require comprehensive support including coordinating high-priority ticket resolutions, developing consistent staff training with CDER CITL and CIPT teams, and managing customer satisfaction surveys. The contractor will also be responsible for coordinating post-deployment war rooms and hyper-care for new Appian initiative releases. Key points of contact include Christopher Scott (christopher.scott@fda.hhs.gov) from the Food and Drug Administration, with additional communication potentially facilitated through the provided email tbd@fda.gov.
Forecast text
Queue management support services for CDER IT Apps; identifying, classifying, and triaging all Help Desk tickets and ensuring proper assignment of tickets; coordinating resolution for high priority tickets; monitoring queues to ensure SLAs targets are met; working with CDER CITL and CIPT to provide information for development of consistent "how to" training to CDER staff; managing customer satisfaction surveys.; and coordinating and running Post-deployment war room/hyper-care for every new Appian initiative release.
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