SI-Assisted Omni Channel Experience - Request for Information

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 production, and the workforce transition and change management approaches required as containment increases. These questions are detailed in Section 5. Inform a defined downstream process .