Request for Information for FDA Contact Center Optimization

The contract pertains to a Request for Information (RFI) issued by the FDA to explore industry capabilities for modernizing and optimizing its contact center operations and information flow systems. The primary goal is to gather innovative solutions that enable a unified, secure, and integrated approach to inquiry intake and communication management, potentially leveraging advanced technologies such as AI, multilingual support, and cloud-based deployment. The RFI emphasizes the importance of system integration, data migration, identity management, and governance models to enhance public engagement and streamline FDA's regulatory communication processes. Multiple amendments and responses have been issued to clarify procedural details, correct reference numbers, extend response deadlines, and address specific technical and operational questions. Notably, Amendment 3 corrects the RFI number to FDA-RFI-2026-131159, while previous amendments extended response deadlines and provided detailed guidance on technical specifications, system requirements, and FDA preferences. The solicitation is managed by the FDA Office of Acquisition and Grant Services, located in Beltsville, Maryland, with the performance site in Silver Spring, Maryland. The initiative aims to leverage industry expertise to develop a modernized contact center infrastructure that aligns with FDA’s mission to improve public health through more efficient and secure communication channels.