Customer Care Prototyping - Commercial Solution Opening (Notice of Availability)

The Defense Health Agency’s Defense Healthcare Management Systems Contracting Division (DHMS‑CD) is issuing a Commercial Solutions Opening (CSO) under 10 U.S.C. § 4022 for “Customer Care Prototyping 2025‑2026” (Funding Opportunity No. HT0038‑25‑S‑C002). The agency will award prototype other‑transaction agreements to develop and demonstrate solutions that improve Military Health System customer‑care functions, including proof‑of‑concept models, reverse‑engineering of obsolete systems, pilot use of commercial technologies, agile development, or any combination of these. Proposals must explicitly address the four global criteria—Advancement (beyond the status quo), Learning (objective, data‑driven hypothesis testing), Adjusting, and Solutions—and must use flexible pricing rather than a simple labor‑hour estimate. Submissions will be organized into “Seasons,” each covering a specific Area of Interest and proceeding through four phases (Prospecting, Assessing, Kickstarting, Episodes). The Government may share non‑trade‑secret information to facilitate teaming, and awards may be made as a single prime/sub‑contractor team or multiple bound teams. Proposals involving personally identifiable or protected health information must meet HIPAA requirements, including appropriate training and Business Associate Agreements. Season Notices will provide detailed submission instructions, page limits, content sections, and evaluation templates, as well as the anticipated season length and response deadlines, which are expected to be significantly shorter than typical government solicitations. Technical Interchange Meetings (TIMs) may be conducted prior to formal submission, and the Government will notify prospects that advance to the next phase, offering a compliance assessment against the four criteria. Awards are not subject to the Competition in Contracting Act, FAR, or DFARS, and the Government may hold decisions for up to 180 days for prototype agreements. The overall goal is to reduce onboarding delays, minimize human‑touch dependency, lower costs, improve customer sentiment, and use customer‑care insights to inform product design.

Notice ID

c0c80ca280ea4741861ed3ccb6ec4be3

Solicitation Number

HT0038-25-S-C002

NAICS Code

541512

Classification Code

DD01