Notice ID: 36C10X22Q0157
“In order to better understand our customers’ experience, as well as that of our U.S. Department of Veterans Affairs (VA) employees in delivering that experience, to identify opportunities for improvement and develop impactful product and service design solutions, Veterans Experience Office (VEO) seeks information from firms that have successfully performed studies, research, analysis, and designed transformational solutions for moderately and highly unstructured and undefined problems within large, highly complex organizations (VA or entity of similar scope and complexity). This information is necessary to assist VA in developing a procurement approach that will result in VA receiving support necessary to be more strategic at anticipating future needs and in designing services that meet the long-term and short-term needs of customers and employees.”
“Specifically, VEO seeks a partner who will work closely with VEO staff, in collaboration with our customers across the VA enterprise and Veteran community on the following activities:
- Develop fresh, deep research insights about VA’s customers and how they interact with VA.
- Support VA in applying HCD to create better experiences for Veterans (and other customer segments as needed), mapping key journeys and processes, and designing solutions.
- Support research activities to build on existing research and, in some cases, validate current hypotheses to identify root causes ripe for problem-solving. Research will typically involve multiple audiences, including Veterans (and other customer segments as needed including families, caregivers, survivors, and supporters), VA staff, service providers, and/or the larger ecosystem of supporters, including community groups and stakeholders.
- Obtain insights and analysis that improves our understanding of employee experience (EX) and Customer Experience (CX) to inform the improvement of the design and delivery of programs, benefits, care, and services to VA’s customers.
- Apply data science and advanced analytics rigor to support VEO to identify, collect, and analyze customer insights to help inform opportunities in service recovery, performance improvement, and systems improvements. VEO supports all of VA and, in some instances, cross-agency efforts.
- Using CX information and data to articulate program impacts for greater transparency and accountability to stakeholders…”
