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.

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.

Commercial Solution Opening

**Customer Care Prototyping**

HT0038-25-S-C002

gabriela.y.hurte.civ@health.mil

November 4, 2025

**1. Agency Name**

Defense Health Agency (DHA)

**2. Issuing Acquisition Office**

Defense Health Agency, Defense Healthcare Management Systems - Contracting Division (DHMS-CD) in support of the Program Executive Office (PEO) – Defense Healthcare Management Systems (DHMS)

**3. Funding Opportunity Title**

Customer Care Prototyping 2025-2026

**4.** Reserved

**5. Announcement Type**

Notice of Availability (NoA), Commercial Solutions Opening (CSO) IAW 10 U.S.C. § 4022. PEO DHMS is interested in awarding other transaction agreements under the authority of 10 U.S.C. § 4022 to carry out prototype projects that are, among other things, directly relevant to enhancing the mission effectiveness of personnel of the Department of Defense, in particular for Customer Care activities outlined in this NoA. A prototype project includes, but is not limited to, a project that addresses:

(A) a proof of concept, model, or process, including a business process;

(B) reverse engineering to address obsolescence;

(C) a pilot or novel application of commercial technologies for defense purposes;

(D) agile development activity;

(E) the creation, design, development, or demonstration of operational utility; or

(F) any combination of subparagraphs (A) through (E).M

An Agreement awarded under the authority of 10 U.S.C. § 4022 and is not subject to the Competition in Contracting Act, the Federal Acquisition Regulation, or the Defense Federal Acquisition Regulation Supplement. Any successful prototype project (or portion thereof) awarded under this CSO may be selected for a follow-on production agreement or contract pursuant to 10 U.S.C. § 4022(f).

The Government reserves the right to revise this NOA to include other types of CSOs, such as DFARS 212.7004 in the future. Applicable instructions to the relevant authority will be added, if required.

See attachments for additional information relating to this CSO HT0038-25-S-C002.

* HT0038-25-S-C002 - Notice of Availability - Customer Care\_04NOV25

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

07 Nov 2025  
Revised to answer industry questions.

Commercial Solution Opening

**Customer Care Prototyping**

HT0038-25-S-C002

gabriela.y.hurte.civ@health.mil

November 4, 2025

**1. Agency Name**

Defense Health Agency (DHA)

**2. Issuing Acquisition Office**

Defense Health Agency, Defense Healthcare Management Systems - Contracting Division (DHMS-CD) in support of the Program Executive Office (PEO) – Defense Healthcare Management Systems (DHMS)

**3. Funding Opportunity Title**

Customer Care Prototyping 2025-2026

**4.** Reserved

**5. Announcement Type**

Notice of Availability (NoA), Commercial Solutions Opening (CSO) IAW 10 U.S.C. § 4022. PEO DHMS is interested in awarding other transaction agreements under the authority of 10 U.S.C. § 4022 to carry out prototype projects that are, among other things, directly relevant to enhancing the mission effectiveness of personnel of the Department of Defense, in particular for Customer Care activities outlined in this NoA. A prototype project includes, but is not limited to, a project that addresses:

(A) a proof of concept, model, or process, including a business process;

(B) reverse engineering to address obsolescence;

(C) a pilot or novel application of commercial technologies for defense purposes;

(D) agile development activity;

(E) the creation, design, development, or demonstration of operational utility; or

(F) any combination of subparagraphs (A) through (E).M

An Agreement awarded under the authority of 10 U.S.C. § 4022 and is not subject to the Competition in Contracting Act, the Federal Acquisition Regulation, or the Defense Federal Acquisition Regulation Supplement. Any successful prototype project (or portion thereof) awarded under this CSO may be selected for a follow-on production agreement or contract pursuant to 10 U.S.C. § 4022(f).

The Government reserves the right to revise this NOA to include other types of CSOs, such as DFARS 212.7004 in the future. Applicable instructions to the relevant authority will be added, if required.

See attachments for additional information relating to this CSO HT0038-25-S-C002.

* HT0038-25-S-C002 - Notice of Availability - Customer Care\_04NOV25

Buyer

NAICS

PSC

Original Source