Request for Information for FDA Contact Center Optimization

This Request for Information (RFI) seeks to identify potential solutions for modernizing the FDA's technology and service for information flow, focusing on innovative approaches to contact centers and help desks. The FDA aims to achieve a modern, integrated, and secure approach to unified inquiry intake and information flow. Responses should include an executive summary, company information, and address key areas such as multi-channel communication management, knowledge management, data integration, regulatory compliance, and disaster recovery. Interested parties should demonstrate their capability to provide solutions that support seamless integration between Tier 0 self-service capabilities, the Unified Intake Tool (UIT), Customer Relationship Management (CRM) systems, and the Adverse Event Management System (AEMS). Critical requirements include robust reporting, role-based access controls, and compliance with FDA security guidelines. The response should be concise, not exceeding 10 pages, and organized according to the numbered topic areas provided in the RFI.

Notice ID

ccbbd57471b24b979ab7997c91cda28e

Solicitation Number

FDA-RFI-2026-131159

NAICS Code

N/A

Classification Code

N/A