The Food and Drug Administration (FDA) issued Amendment 1 to RFI no. FDA-RFI-2026-131587, regarding the FDA Contact Center Optimization. This amendment, dated October 22, 2025, primarily extends the response due date for the RFI until further notice. Additionally, the Industry Day/Follow-up time, which was previously scheduled, is now designated as
Amendment 2 of RFI no. FDA-RFI-2026-131587, issued by the Food and Drug Administration (FDA) on October 31, 2025, addresses the 'FDA Contact Center Optimization' initiative. The amendment serves two main purposes: to provide responses to previously submitted questions and to extend the deadline for RFI responses. The new due date for submissions is Monday, November 10, 2025, at 5:00 PM Eastern Time. This update is crucial for interested parties, offering clarity on prior inquiries and additional time to prepare and submit their responses for the contact center optimization project.
Amendment 3 to the Food and Drug Administration (FDA) Request for Information (RFI) for Contact Center Optimization clarifies the correct reference number for the RFI. The purpose of this amendment, dated 11/06/2025, is to explicitly state that the accurate RFI number is FDA-RFI-2026-131159.
The U.S. Food & Drug Administration (FDA) issued a Request for Information (RFI) for its Contact Center Optimization Initiative. The RFI seeks industry solutions to modernize and integrate FDA's fragmented contact centers and inquiry intake processes. The goal is to provide a unified, consistent, and resilient experience for the public, improve operational efficiency, and detect public health problems sooner. Key areas for proposed solutions include structured tiered contact centers (self-service, Tier 1-3), an enterprise Customer Relationship Management (CRM) system, and seamless integration with existing FDA systems. The RFI outlines current challenges, scope for immediate and long-term needs, and guiding questions on experience, functionality, data migration, call center operations, technical architecture, security, implementation, support, maintenance, training, and governance.
The FDA's RFI No. FDA-RFI-2026-131587 outlines requirements for an enterprise CRM and contact center solution. The FDA seeks a single, contractor-managed, centralized Tier 1 call center to handle approximately 127,500 annual public inquiries and complaints, with initial operations during standard business hours, expanding to 24/7. Key integration points include the Unified Intake Tool (UIT), AEMS, and existing identity management systems like PING Federate. The proposed CRM must be FedRAMP-authorized (preferably High) and undergo an FDA ATO. The FDA is open to AI and automation, requiring integration with its existing Elsa platform. Data migration will include historical records, with the FDA owning the developed database. The RFI anticipates a Lead System Integrator model and expects vendors to propose staffing and solutions for Tier 0 and Tier 1, while FDA provides Tier 2/3 expertise.