RFQ ID: RFQ1496319
“ACF wants to know more about its customers and employees and their experiences interacting with the organization. In order to achieve this goal, ACF will need to leverage all existing and relevant data sets, but it should also collect additional data and establish a business capability to make sense of this data and develop innovative ways of working. ACF has engaged in recent prototyping efforts on this topic, and the result of these efforts confirmed that ACF sees much value in using insights about customer needs and experiences to make more data-driven decisions around continuous improvements.”
“Achieving these goals will enable ACF to operate as an insights-driven organization (IDO), using information about customer experiences to set strategic direction, make operational decisions, and best serve customers and stakeholders across the organization.”
“Additionally, the Office of Government Contracting Services (GCS) is a newly formed Office within ACF. GCS is positioning itself to be a best-in-class acquisition office to support the 13 ACF program offices and 21 Regional Offices. The ACF contract portfolio currently has over $1 Billion in contracts and 600 contracting actions per year, and as this contract portfolio is transitioned in-house to GCS from the various servicing agencies currently supporting the ACF contract portfolio, a robust customer experience strategy will be pivotal to the success of the Office.”
“The purpose of this solicitation is to provide a variety of data analytics and innovation services across ACF, managed by and reporting to the OA. Bureaus will use the information and data analytics to improve customer and employee experiences and identify areas for operational efficiencies.”
“Additionally, the Administration for Children and Families (ACF) – Office of Government Contracting Services (GCS) is requesting support to 1) develop a customer experience strategy to facilitate effective engagement with its customer base and 2) support customer experience related activities during the initial stand-up of the Office. This support will be done in conjunction with customer experience strategy efforts throughout ACF.”
