Customer Care Prototyping - Commercial Solution Opening (Notice of Availability)

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.

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