Request for Information for FDA Contact Center Optimization FDA-RFI-2026-131159

The purpose of this Request for Information (RFI) is to gain a better understanding of, and potentially leverage, current and emerging industry capabilities to modernize FDA s technology and service for information flow into and through the FDA. More specifically, FDA aims to gather insights from industry on solutions to achieve a modern, integrated, and secure approach to unified inquiry intake and information flow. To this end, FDA is seeking innovative approaches to contact centers and help desks.

Amendment 1 is posted on 10/22/2025 for the following purposes: 1) RFI response due date is now extended until further notice. and 2) Industry Day/Follow-up time is now to be determined (TBD). The purpose of this Request for Information (RFI) is to gain a better understanding of, and potentially leverage, current and emerging industry capabilities to modernize FDA s technology and service for information flow into and through the FDA. More specifically, FDA aims to gather insights from industry on solutions to achieve a modern, integrated, and secure approach to unified inquiry intake and information flow. To this end, FDA is seeking innovative approaches to contact centers and help desks.

Amendment 2 is being posted on 10/31/2025 for the following purposes: 1) To provide responses to the questions that FDA received. 2) To update RFI response due date to Monday, November 10, 2025, at 5:00 PM Eastern Time. Amendment 1 is posted on 10/22/2025 for the following purposes: 1) RFI response due date is now extended until further notice. and 2) Industry Day/Follow-up time is now to be determined (TBD). The purpose of this Request for Information (RFI) is to gain a better understanding of, and potentially leverage, current and emerging industry capabilities to modernize FDA s technology and service for information flow into and through the FDA. More specifically, FDA aims to gather insights from industry on solutions to achieve a modern, integrated, and secure approach to unified inquiry intake and information flow. To this end, FDA is seeking innovative approaches to contact centers and help desks.

Amendment 3 is to clarify that the correct RFI number is FDA-RFI- 2026- 131159. Amendment 2 is being posted on 10/31/2025 for the following purposes: 1) To provide responses to the questions that FDA received. 2) To update RFI response due date to Monday, November 10, 2025, at 5:00 PM Eastern Time. Amendment 1 is posted on 10/22/2025 for the following purposes: 1) RFI response due date is now extended until further notice. and 2) Industry Day/Follow-up time is now to be determined (TBD). The purpose of this Request for Information (RFI) is to gain a better understanding of, and potentially leverage, current and emerging industry capabilities to modernize FDA s technology and service for information flow into and through the FDA. More specifically, FDA aims to gather insights from industry on solutions to achieve a modern, integrated, and secure approach to unified inquiry intake and information flow. To this end, FDA is seeking innovative approaches to contact centers and help desks.

This notice serves to inform industry partners that the U.S. Food and Drug Administration (FDA) will host an Industry Day on Monday, February 23, 2026. The preliminary agenda for this event is attached to this notice for your review and planning purposes. Further logistical details, including information regarding registration, venue, and final scheduling, will be posted to SAM.gov website as they become available. All interested parties are encouraged to monitor SAM.gov for future announcements and updates concerning this event. We request that you reserve this date on your calendar and look forward to your potential participation.

02/10/2026 Below are the updates for the industry date: All vendor s should RSVP by February 17, 2026 by sending an email to following the government POCs: Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov. The email tile should be "Registration: Industry Day for FDA Contact Center Optimization". Supplementary materials regarding parking arrangements and FDA visitor guidelines are attached for your reference. The dress code for this event is business formal. Each company or organization may send a maximum of two representatives. Vendors are responsible for arranging their own lodging accommodations. All identification and security requirements are detailed in the attached FDA Visitor Information documentation. A coffee service vendor will be available on-site near the meeting room for beverages. 02/03/2026 This notice serves to inform industry partners that the U.S. Food and Drug Administration (FDA) will host an Industry Day on Monday, February 23, 2026. The preliminary agenda for this event is attached to this notice for your review and planning purposes. Further logistical details, including information regarding registration, venue, and final scheduling, will be posted to SAM.gov website as they become available. All interested parties are encouraged to monitor SAM.gov for future announcements and updates concerning this event. We request that you reserve this date on your calendar and look forward to your potential participation.

02/18/2026 Please see Draft SOO from the attachment. The Government perfers any question regarding to the SOO draft being submitted in advance. Each vendor is limited to two questions. The deadline for question submission is COB 2/19/2026. Please send the questions to Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov. The email tile should be "Industry Day for FDA Contact Center Optimization - Questions to SOO". 02/10/2026 Below are the updates for the industry date: All vendor s should RSVP by February 17, 2026 by sending an email to following the government POCs: Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov. The email tile should be "Registration: Industry Day for FDA Contact Center Optimization". Supplementary materials regarding parking arrangements and FDA visitor guidelines are attached for your reference. The dress code for this event is business formal. Each company or organization may send a maximum of two representatives. Vendors are responsible for arranging their own lodging accommodations. All identification and security requirements are detailed in the attached FDA Visitor Information documentation. A coffee service vendor will be available on-site near the meeting room for beverages. 02/03/2026 This notice serves to inform industry partners that the U.S. Food and Drug Administration (FDA) will host an Industry Day on Monday, February 23, 2026. The preliminary agenda for this event is attached to this notice for your review and planning purposes. Further logistical details, including information regarding registration, venue, and final scheduling, will be posted to SAM.gov website as they become available. All interested parties are encouraged to monitor SAM.gov for future announcements and updates concerning this event. We request that you reserve this date on your calendar and look forward to your potential participation.

03/11/2026 Please see the attached Consolidated Meeting Minutes and Slide Deck during the Industry Day held on March 5, 2026. 02/18/2026 Please see Draft SOO from the attachment. The Government perfers any question regarding to the SOO draft being submitted in advance. Each vendor is limited to two questions. The deadline for question submission is COB 2/19/2026. Please send the questions to Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov. The email tile should be "Industry Day for FDA Contact Center Optimization - Questions to SOO". 02/10/2026 Below are the updates for the industry date: All vendor s should RSVP by February 17, 2026 by sending an email to following the government POCs: Kenya.Thomas@fda.hhs.gov, Shailesh.Shah@fda.hhs.gov, Lilibeth.Deato@fda.hhs.gov, and Minjie.Zeng@fda.hhs.gov. The email tile should be "Registration: Industry Day for FDA Contact Center Optimization". Supplementary materials regarding parking arrangements and FDA visitor guidelines are attached for your reference. The dress code for this event is business formal. Each company or organization may send a maximum of two representatives. Vendors are responsible for arranging their own lodging accommodations. All identification and security requirements are detailed in the attached FDA Visitor Information documentation. A coffee service vendor will be available on-site near the meeting room for beverages. 02/03/2026 This notice serves to inform industry partners that the U.S. Food and Drug Administration (FDA) will host an Industry Day on Monday, February 23, 2026. The preliminary agenda for this event is attached to this notice for your review and planning purposes. Further logistical details, including information regarding registration, venue, and final scheduling, will be posted to SAM.gov website as they become available. All interested parties are encouraged to monitor SAM.gov for future announcements and updates concerning this event. We request that you reserve this date on your calendar and look forward to your potential participation.