Customer Care Prototyping - Commercial Solution Opening (Notice of Availability)
ID: HT0038-25-S-C002Type: Sources Sought
Overview

Buyer

DEPT OF DEFENSEDEFENSE HEALTH AGENCY (DHA)DEFENSE HEALTH AGENCYROSSLYN, VA, 22209, USA

NAICS

Computer Systems Design Services (541512)

PSC

IT AND TELECOM - SERVICE DELIVERY SUPPORT SERVICES: ITSM, OPERATIONS CENTER, PROJECT/PM (LABOR) (DD01)

Original Source

https://sam.gov/workspace/contract/opp/c0c80ca280ea4741861ed3ccb6ec4be3/view
Timeline
    Description

    The Defense Health Agency (DHA) is seeking innovative solutions through its "Customer Care Prototyping 2025-2026" initiative, aimed at enhancing customer care within the Military Health System (MHS). This opportunity invites prototype projects under the authority of 10 U.S.C. § 4022, focusing on developing a foundational platform that prioritizes agile development, self-service support, and data-driven insights to improve mission effectiveness and customer sentiment while reducing costs. Interested vendors should monitor SAM for updates regarding submission instructions and evaluation criteria, with the first "Season Notice" expected in Q1 FY26. For inquiries, contact Gabriela Hurte at gabriela.y.hurte.civ@health.mil or Sonya Edom at sonya.m.edom.civ@health.mil.

    Point(s) of Contact
    Gabriela Hurte
    gabriela.y.hurte.civ@health.mil
    Sonya Edom
    sonya.m.edom.civ@health.mil
    Files
    Title
    Posted
    HT0038-25-S-C002 - Notice of Availability - Customer Care_ 04NOV25.docx
    The Defense Health Agency (DHA) is launching a Commercial Solutions Opening (CSO) titled "Customer Care Prototyping 2025-2026" to develop innovative solutions for the Military Health System's (MHS) customer care. This initiative seeks prototype projects under 10 U.S.C. § 4022 to enhance mission effectiveness and address challenges like slow customer adoption of technology despite significant spending on change management. The DHA aims to establish a Customer Care Foundational Platform using a "design/build" approach, prioritizing agile development, self-service support, and data-driven insights. Solutions should reduce human dependency, lower expenses, and improve customer sentiment. The process will involve multiple
    NoA Questions and Answers_Customer Care 7NOV25 1.xlsx
    This Q&A log addresses inquiries regarding the Customer Care Prototyping – Commercial Solution Opening (CSO) HT0038-25-S-C002. Key information includes that the first "Season Notice" is forthcoming in Q1 FY26, and prospective vendors should monitor SAM for updates. Submission instructions, including format, page limits, and evaluation criteria, will be provided in the Season Notice. The government may conduct technical interchange meetings prior to formal submission. A "Season" refers to a posting for specific Areas of Interest (AOIs) detailing submission rules and evaluation criteria. While funding is required for awards, a lapse in FY26 appropriations was noted as of November 7, 2025. The government may accept submissions to any listed AOI, even outside of published deadlines, as per Section 7 of the CSO.
    Lifecycle
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    Type
    Customer Care Prototyping - Commercial Solution Opening (Notice of Availability)
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