Request for Information for FDA Contact Center Optimization

Description

{"description":" Amendment 2 is being posted on 10/31/2025 for the following purposes: \n\n 1) To provide responses to the questions that FDA received. \n\n 2) To update RFI response due date to Monday, November 10, 2025, at 5:00 PM Eastern Time. \n\n \n\n 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). \n\n \n\n The purpose of this Request for Information (RFI) is to gain a better understanding of, and potentially \nleverage, current and emerging industry capabilities to modernize FDA’s technology and service for \ninformation flow into and through the FDA. More specifically, FDA aims to gather insights from industry \non solutions to achieve a modern, integrated, and secure approach to unified inquiry intake and \ninformation flow. To this end, FDA is seeking innovative approaches to contact centers and help desks. \n"} Solicitation Number: FDA-RFI-2026-131159 Type: Sources Sought Base Type: Sources Sought Response Deadline: 2025-11-10T17:00:00-05:00 Office Address: Beltsville, MD Place of Performance: Silver Spring, Maryland, 20993 POC: Min Jie Zeng, minjie.zeng@fda.hhs.gov POC: Lilibeth Deato, lilibeth.deato@fda.hhs.gov {"description":" Amendment 2 is being posted on 10/31/2025 for the following purposes: \n\n 1) To provide responses to the questions that FDA received. \n\n 2) To update RFI response due date to Monday, November 10, 2025, at 5:00 PM Eastern Time. \n\n \n\n 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). \n\n \n\n The purpose of this Request for Information (RFI) is to gain a better understanding of, and potentially \nleverage, current and emerging industry capabilities to modernize FDA’s technology and service for \ninformation flow into and through the FDA. More specifically, FDA aims to gather insights from industry \non solutions to achieve a modern, integrated, and secure approach to unified inquiry intake and \ninformation flow. To this end, FDA is seeking innovative approaches to contact centers and help desks. \n"}