Request for Information for FDA Contact Center Optimization

The Food and Drug Administration (FDA) is seeking information from qualified sources regarding the modernization and consolidation of its contact centers, including the implementation of an enterprise Customer Relationship Management (CRM) system. The immediate scope focuses on supporting the integrated customer journey for approximately 200,000 annual inquiries and complaints through a tiered structure – Tier 0 (self-service), Tier 1-3 – with an emphasis on establishing an enterprise Tier 1 call center. This Request for Information (RFI) aims to identify potential solutions and approaches for handling the complexity of FDA’s siloed contact centers, with consideration for a complete rebuild, incremental modernization, or hybrid approach. Key areas of interest include technology integration with existing systems, data migration strategies, call center team structure and resourcing (specifically requesting vendor proposals for Tier 0 and Tier 1 support, with the government providing FTE for Tier 2/Tier 3), and content management. The FDA will also consider responses that include AbilityOne subcontracting as part of the evaluation criteria and is exploring potential contract lengths and project timelines.

Notice ID

3c24569388414b03835975e2e2849d8a

Solicitation Number

FDA-RFI-2026-131159

NAICS Code

N/A

Classification Code

N/A