Contract · Federal
SI-Assisted Omni Channel Experience - Request for Information
HEALTH AND HUMAN SERVICES, DEPARTMENT OF / CENTERS FOR MEDICARE AND MEDICAID SERVICES BALTIMORE, MD
- Status Closes in 52 days
- Amount Amount not listed
- Set-aside None (open competition)
Scope
The Centers for Medicare & Medicaid Services (CMS) operates one of the largest contact center ecosystems in the federal government, serving people with Medicare, ACA Marketplace consumers, and caregivers across phone, chat, web, email, and mail channels.
CMS is conducting market research to inform a potential future acquisition for SI-assisted omni channel experience capabilities.
This updated RFI builds on an initial market research round (Notice ID 269999, February 2026), its scope is being expanded to include the ACA Marketplace, and incorporates findings from commercial payer benchmarking, vendor landscape analysis, and an internal Discovery Sprint process.
This RFI is issued solely for market research and information purposes.
It does not constitute a solicitation, a commitment to issue a solicitation, or an obligation to award a contract.
No proposals are being requested or accepted in response to this RFI.
CMS will not pay for information provided in response to this RFI.
This RFI serves three purposes: Validate and deepen vendor capability data.
This RFI continues market research, building on information received from the previous RFI (Notice ID 269999, February 2026) and incorporating findings from commercial payer benchmarking and vendor landscape analysis.
CMS is seeking evidence-based updates on vendor capabilities, pricing models, implementation approaches, governance and evaluation frameworks, and workforce transition approaches.
CMS is particularly interested in responses that demonstrate sustained, production-validated performance, not launch-period projections.
Surface evidence that resolves CMS's open Discovery Sprint questions, including the boundary between SI-assisted and human-required interactions, the evaluation and go/no-go criteria for scaling pilots to p...
Typical award value
What contracts like this typically pay
est. $200K-$1.4M
This is not this contract’s value. It’s what the government has actually paid for comparable work in the past. How we estimate this.
Timeline
-
Posted
Nov 13, 2026
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Status
Open now
How to bid on this
This is a contract solicitation, not a grant. To bid, you submit a proposal (usually a price and a description of how you would do the work) directly to the government, through the channel the official listing specifies, not through Oppward.
- Make sure your business has an active SAM.gov registration. You cannot be paid on a federal contract without one.
- Read the full solicitation on the official listing above, especially the scope of work, not just this summary. Our guide to reading a solicitation walks through what to look for.
- This listing has no set-aside restriction ("full and open competition"), meaning any business, large or small, can bid.
- Submit your proposal by the deadline, using the exact submission method the official listing states. A technically on-time bid sent the wrong way is often treated as late.
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