Industry Day for FDA Contact Center Optimization

Other / Unclassified

This document is a presentation from an Industry Day held on March 5, 2026, concerning the "Contact Center Optimization Project" for the FDA Office of Operations. It outlines the agenda, ground rules for Q&A, the project's vision and scope, a simplified customer journey, and specific goals.

This presentation provides insight into the FDA's strategic vision for modernizing its contact center operations. Key areas include:

• Vision: To create a unified, consistent, and resilient contact experience across the agency.
• In-Scope: Establishing a tiered contact center and enterprise CRM to support customer inquiries and complaints, with a long-term goal of applying this to all FDA contact centers.
• Out of Scope: Specific systems like the Unified Intake Tool (UIT) integration with downstream systems, and applications for industry submissions, data storage, regulatory review, or inspections.
• Goals:
  • Implement a tiered (0-3) contact center structure and an enterprise CRM.
  • Form a business advisors working group to own long-term business processes.
  • Establish CRM governance.

The document details the planned tiered structure (Tier 0 for self-service, Tiers 1-3 for routing and expertise) and the functionalities expected from an enterprise CRM solution (case management, reporting, integration, etc.). It also describes the role of the business advisors group in providing input on requirements and vendor selection. While this is not a solicitation, it offers valuable context for potential vendors interested in future opportunities related to contact center modernization, CRM implementation, and customer experience improvement at the FDA.

Other / Unclassified

This document contains the consolidated meeting minutes from the FDA Contact Center Optimization Project Industry Day held on March 5, 2026. It outlines the discussions, key announcements, project goals, and Q&A sessions that occurred during the event.

This document provides crucial insights into the FDA's vision and strategy for optimizing its contact center operations. Key takeaways for potential bidders include:

• Project Vision: To create a unified, intelligent front door for agency inquiries with enterprise visibility, moving from fragmented systems to a tiered structure (Tier 0-3) and an enterprise CRM platform.
• Core Goals: Implementing a tiered contact center structure (including self-service, initial contact, and escalation tiers), forming a Business Advisory Group, and establishing CRM governance.
• Technology: The FDA is seeking best-of-breed solutions and plans to integrate existing systems (Genesis, Salesforce, Appian, ServiceNow) with AI capabilities. A unified analytics platform is expected.
• Contracting Approach: The procurement will follow a Statement of Objectives (SOO) to Performance Work Statement (PWS) approach, with vendors writing the PWS. It will be full and open competition, encouraging small business participation.
• Timeline: The solicitation is targeted for release within 60-90 days (fiscal year 2026).
• Evaluation: Change management will be a significant evaluation factor. Vendors will serve a dual role as consultant and solution provider.
• Q&A Highlights: Clarifications were provided on Tier 0 content updates, Tier 1 staffing (contractor), Tier 2 (open to solutions), Tier 3 (government-staffed), and the importance of change management. Small business requirements are still in development.

This information is vital for vendors to understand the scope, technical direction, contracting strategy, and timeline for this opportunity, enabling them to prepare effectively for the upcoming solicitation.

Statement of Objectives (SOO)

This document outlines the Food and Drug Administration's (FDA) 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. The goal is to transform how the FDA receives, manages, and responds to inquiries and complaints from the public, industry stakeholders, healthcare professionals, and other external parties.

• Define, design, develop, implement, configure, integrate, train, operate, and maintain a unified Contact Center Optimization (CCO) solution.

• Establish an enterprise-wide contact center capability across all FDA centers, offices, and programs.

• The CCO solution will serve as a single point of entry for all agency inquiries, complaints, and service requests.

• Implement 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).

• Implement an enterprise CRM platform for a 360-degree view of customer interactions across all channels.

• Expand the tiered contact center and CRM solution to all FDA contact centers, including the Employee Resource & Information Center (ERIC).

• Modernize contact center operations with a unified, enterprise functional architecture.

• Ensure 24/7 availability with 99.95% system uptime and multilingual capabilities.

• Comply with government and industry standards, including Agile development, SDLC, and FDA's EPLC methodology.

• Provide comprehensive real-time analytics and dashboards for data-driven decision-making.

• Desired Period of Performance: Five years (August 3, 2026 - August 2, 2031), with a base period and four option periods.

• Proposed Contract Type: Firm-Fixed-Price.

• FDA facilities (White Oak Campus) and contractor facilities.

• Attendance at meetings in the Washington DC area as required.

• Project Manager

• Senior Business Analyst

• Senior Solution Architect

• Senior Test Manager

• Senior Contact Center Specialist

• Adherence to government and industry standards, including Agile development, SDLC, and FDA's EPLC methodology.

• Compliance with Section 508 accessibility standards.

• Compliance with FDA security standards, FISMA requirements, and federal information security policies.

• Contractor personnel must obtain security clearances and complete FDA training.

• All work completed is owned and retained by the Government.

• Nondisclosure and information security provisions are in force.

• System must integrate with existing FDA infrastructure without disruption.

• Solution must be scalable for future expansion.

• PIV Badge

• FDA laptop with standard image

• Network Access

• Software Licenses

Other / Unclassified

This document provides visitor information for the FDA White Oak Campus, detailing directions, parking, and security screening procedures for Building 1.

Potential bidders visiting the FDA White Oak Campus for meetings, site visits, or other purposes should review this document to understand:

• Access Procedures: Entry via Michelson Road, vehicle security screening, and shuttle service from parking lots.
• Identification Requirements: A valid REAL ID-compliant state-issued identification or other acceptable forms of ID are required for entry. A comprehensive list of acceptable IDs is provided.
• Security Screening: All visitors must pass through security, including metal detectors and bag x-rays. Prohibited items such as firearms, explosives, weapons, and open containers of alcohol/marijuana are listed.
• Escort Policy: Visitors must be escorted by an FDA employee at all times within the facility.
• Badging: Temporary badges will be issued and must be worn prominently. Non-U.S. citizens require preapproval.

This information is crucial for planning site visits or meetings related to any FDA opportunities requiring on-site presence.

Form / Attachment / Pricing Sheet

This document provides a map and instructions for visitor parking at the White Oak Campus.

• Visitors arriving in non-commercial vehicles must stop at the Vehicle Screening Facility for license and registration.
• Visitors must park in designated Visitor Parking Lots.
• A Campus Circulator Shuttle is available from bus shelters.
• A note specifies that visitors may be dropped off at the Building 1 Circle and are NOT required to stop at the Vehicle Screen Facility for drop-offs.

This document is relevant for bidders attending meetings or site visits at the White Oak Campus, providing essential information on how to access the facility and where to park.

Other / Unclassified

This document is a presentation for an Industry Day event focused on the "Contact Center Optimization Project" held by the FDA on February 23, 2026. It outlines the agenda for the day, including registration, welcome remarks, a project overview, objectives and goals, general Q&A, and vendor networking. The document also details the ground rules for the Q&A sessions.

This Industry Day event is for planning and information-gathering purposes only and does not constitute a solicitation or commitment by the Government. It provides potential vendors with an opportunity to understand the project's objectives and ask clarifying questions. The Q&A content may be incorporated into a Frequently Asked Questions (FAQ) document. All information provided is for general guidance and does not amend or modify any official solicitation document.