SI Assisted Omnichannel Experience Request for Information

This document is a Request for Information (RFI). It does not constitute a solicitation, a commitment to issue a solicitation, or an obligation to award a contract. Responses will be used for market research purposes only.
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Request for Information (RFI)
SI-Assisted Omni Channel Experience
Centers for Medicare & Medicaid Services
Notice ID: 279999
Issued: November 13, 2026
Response Deadline: January 5, 2027
Issuing Office: CMS Office of Acquisition and Grants Management (OAGM) Program Office: CMS Office of Communications (OC)
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Section 1: Purpose and Background

1.1 Purpose

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.

1.2 Background

CMS operates one of the largest government contact center ecosystems in the United States, serving people with Medicare and ACA Marketplace consumers across phone, chat, web, email, and mail

channels.

CMS's Vision & Strategy 2029 establishes a phased transformation from a staffing-first contact center model to an SI-first, omnichannel platform built on common infrastructure and technologies. Rather than a single turnkey operation, this ecosystem is designed to support distinct programs with different populations and demands, drawing on best-of-breed capabilities configured to each program's needs:
Medicare Program — Serving approximately 67 million Americans managing ongoing coverage, premium inquiries, benefit utilization, care navigation, and fraud reporting.