Industry Day for FDA Contact Center Optimization
Overview
Buyer
Place of Performance
NAICS
PSC
Set Aside
Original Source
Timeline
Qualification Details
Fit reasons
- NAICS alignment with historical contract wins in similar service areas.
- Scope strongly matches core technical capabilities and delivery model.
Risks
- Past performance thresholds may require one additional teaming partner.
- Potential clarification needed on staffing minimums before bid/no-bid.
Next steps
Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.
Quick Summary
The U.S. Food and Drug Administration (FDA) is hosting an Industry Day on Monday, February 23, 2026, in Silver Spring, MD, to discuss the Contact Center Optimization Project. This event aims to inform industry partners about the FDA's objective to modernize its enterprise-wide customer engagement infrastructure by implementing a comprehensive, tiered contact center solution integrated with an enterprise Customer Relationship Management (CRM) system. A Draft Statement of Objectives (SOO) has been released for industry review.
Purpose of Industry Day
The Industry Day serves as an information-gathering and planning event, providing potential vendors an opportunity to understand the project's objectives and ask clarifying questions. It is not a solicitation. The FDA encourages advance submission of questions regarding the Draft SOO.
Project Scope
The FDA seeks to define, design, develop, implement, configure, integrate, train, operate, and maintain a unified Contact Center Optimization (CCO) solution. This solution will establish an enterprise-wide contact center capability across all FDA centers, offices, and programs, serving as a single point of entry for all agency inquiries, complaints, and service requests. Key components include:
- A three-tier service model: Tier 0 (Self-Service/Automated), Tier 1 (Consolidated Intake/Triage), and Tier 2/3 (AI-assisted classification and intelligent routing).
- An enterprise CRM platform for a 360-degree view of customer interactions.
- Expansion of the solution to all FDA contact centers, including the Employee Resource & Information Center (ERIC).
Performance Objectives
The modernized contact center operations must feature a unified, enterprise functional architecture, 24/7 availability with 99.95% system uptime, and multilingual capabilities. The solution must comply with government and industry standards, including Agile development, SDLC, FDA's EPLC methodology, Section 508 accessibility, FISMA, and federal information security policies. Comprehensive real-time analytics and dashboards are required for data-driven decision-making.
Contract Details (Draft)
- Desired Period of Performance: Five years (August 3, 2026 - August 2, 2031), comprising a base period and four option periods.
- Proposed Contract Type: Firm-Fixed-Price.
- Set-Aside: None specified.
Key Dates & Actions
- Industry Day: Monday, February 23, 2026.
- RSVP for Industry Day: By February 17, 2026, via email to the government POCs.
- Questions on Draft SOO Due: COB February 19, 2026. Each vendor is limited to two questions.
- General Response Date: February 24, 2026.
Location & Logistics
The Industry Day will be held at the FDA White Oak Campus in Silver Spring, MD. Attendees should review attached FDA Visitor Information and Parking Map documents for access procedures, identification requirements, security screening, and parking. The dress code is business formal, with a maximum of two representatives per company.
Contacts
For RSVP and SOO questions, email Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov.