Customer Care Prototyping - Commercial Solution Opening (Notice of Availability)
Contract Overview
Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.
AI Contract Overview
The Defense Health Agency (DHA) has issued a Notice of Availability for a Commercial Solutions Opening (CSO) titled Customer Care Prototyping 2025-2026. Under the authority of 10 U.S.C. § 4022, the agency intends to award other transaction agreements to execute prototype projects designed to enhance the mission effectiveness of Department of Defense personnel. The scope of work focuses on supporting the Customer Care Foundational Platform through a design/build approach, utilizing experiments and prototypes to evolve customer-facing product support capabilities. Key areas of interest include emerging neural technologies such as GenAI and machine learning, proactive service management, customer experience integration, and maximizing user self-service. Project types may include proofs of concept, agile development, reverse engineering to address obsolescence, and the demonstration of operational utility. This procurement follows a unique phased approach, utilizing a series of Seasons to group specific challenges into unified submission and award timelines. The first Season Notice is expected in Q1 FY26. Submissions are evaluated against four mandatory pass/fail criteria: Advancement (improving upon the status quo), Learning (utilizing data-driven hypotheses), Adjusting (the ability to make real-time adjustments without additional funding), and Solutions (matching cashflow requests to measurable outcomes rather than mere labor hours). Because these agreements are awarded under 10 U.S.C. § 4022, they are not subject to the Federal Acquisition Regulation, the Defense Federal Acquisition Regulation Supplement, or the Competition in Contracting Act. Successful prototype projects may be selected for follow-on production agreements. Awardees must comply with HIPAA regulations, may be subject to strict non-disclosure and non-compete clauses, and may require specific security clearances or theater entry clearances depending on the nature of the support required.
General Info
Place of Performance
VASet-Aside
Timeline
Response Deadline
Organization & Contact Information
Full Description
07 Nov 2025
Revised to answer industry questions.
Commercial Solution Opening
Customer Care Prototyping
HT0038-25-S-C002
gabriela.y.hurte.civ@health.mil
November 4, 2025
1. Agency Name
Defense Health Agency (DHA)
2. Issuing Acquisition Office
Defense Health Agency, Defense Healthcare Management Systems - Contracting Division (DHMS-CD) in support of the Program Executive Office (PEO) – Defense Healthcare Management Systems (DHMS)
3. Funding Opportunity Title
Customer Care Prototyping 2025-2026
4. Reserved
5. Announcement Type
Notice of Availability (NoA), Commercial Solutions Opening (CSO) IAW 10 U.S.C. § 4022. PEO DHMS is interested in awarding other transaction agreements under the authority of 10 U.S.C. § 4022 to carry out prototype projects that are, among other things, directly relevant to enhancing the mission effectiveness of personnel of the Department of Defense, in particular for Customer Care activities outlined in this NoA. A prototype project includes, but is not limited to, a project that addresses:
(A) a proof of concept, model, or process, including a business process;
(B) reverse engineering to address obsolescence;
(C) a pilot or novel application of commercial technologies for defense purposes;
(D) agile development activity;
(E) the creation, design, development, or demonstration of operational utility; or
(F) any combination of subparagraphs (A) through (E).M
An Agreement awarded under the authority of 10 U.S.C. § 4022 and is not subject to the Competition in Contracting Act, the Federal Acquisition Regulation, or the Defense Federal Acquisition Regulation Supplement. Any successful prototype project (or portion thereof) awarded under this CSO may be selected for a follow-on production agreement or contract pursuant to 10 U.S.C. § 4022(f).
The Government reserves the right to revise this NOA to include other types of CSOs, such as DFARS 212.7004 in the future. Applicable instructions to the relevant authority will be added, if required.
See attachments for additional information relating to this CSO HT0038-25-S-C002.
- HT0038-25-S-C002 - Notice of Availability - Customer Care_04NOV25
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