Request for Information for FDA Contact Center Optimization   2

Background
The U.S. Food & Drug Administration (FDA) is seeking to modernize its technology and services for information flow into and through the agency. The goal of this Request for Information (RFI) is to gather insights from industry on innovative approaches to contact centers and help desks, aiming for a modern, integrated, and secure inquiry intake system.

The FDA's mission-critical operations have been hindered by a fragmented process and technology environment, leading to inefficiencies and a poor customer experience. This RFI is part of FDA's efforts to eliminate information silos and improve service delivery as per executive orders focused on enhancing public trust and operational efficiency.

Work Details
The scope includes developing a structured tiered contact center and enterprise CRM system to support inquiries and complaints raised to the FDA. Key tasks include:
- Tier 0 (Self-Service): Update operational governance for digital content, consolidate inquiry intake forms, improve search functionality on the FDA website, and enhance self-service resources such as FAQs and video tutorials.
- Tier 1-3: Establish an enterprise Tier 1 call center, triage contacts at all stages, define scripts for calls, ensure consistent use of the Automated Call Distribution system across all centers, maintain specialized knowledge among staff for Tier 2 and 3 calls.
- Enterprise CRM solution: Implement comprehensive case management, customer relationship management, and tiered support structure with escalation management.
- Performance Monitoring: Develop metrics for tracking performance metrics across tiers, ensuring quality assurance in service delivery.

Place of Performance
The work will be performed at various locations as determined by the FDA's operational needs.