SSA Contact Center as a Service

This is a Request for Information (RFI) ONLY, on behalf of the Social Security Administration (SSA). This RFI anticipates, but does not guarantee, a future solicitation announcement. A contract will not be awarded as a result of this RFI. No reimbursement will be made for any costs associated with providing information in response to this RFI or any follow-up requests for information. Although interested parties are encouraged to respond to this RFI, a decision not to respond does not preclude a party from responding to any forthcoming solicitation announcement.

The purpose of this RFI is to obtain industry feedback through substantive comments regarding the SSA's anticipated functional requirements provided herein. The SSA may issue additional RFI materials as determined necessary.

Any questions regarding the RFI content must be submitted no later than 12:00 PM EDT, August 15, 2023.

All RFI responses are due no later than 12:00 PM EDT, October 10, 2023. RFI responses received after the due date may not be reviewed or considered.

Submit RFI questions and final responses electronically via email at Traci.Leach-Walker@ssa.gov. The email subject line must include RFI number 28321323RS0000007.

See the attachments for additional information.

UPDATE (08/24/2023)

The agency is drafting responses to questions received concerning the RFI. Once agency responses are finalized, the RFI will be updated. The RFI response date is revised to October 09, 2023, noon.

UPDATE (09/11/2023)

The purpose of this update is to provide responses to RFI questions, update all associated RFI attachments, and to revise the RFI title to "SSA Contact Center as a Service." The agency's responses to Industry questions are included in Attachment 3 "Answers to RFI Questions_FINAL." The RFI response date remains October 09, 2023, noon.

UPDATE (10/04/2023)

The purpose of this update is to revise the RFI response date and to correct the RFI submission method in the "SSA CCaaS RFI v5" document. The RFI response date is changed to October 10, 2023, noon. All responses must be electronically submitted via email at Traci.Leach-Walker@ssa.gov. The email subject line must include RFI number 28321323RS0000007.