Notice ID: 36C10X25Q00XX
The Contractor will support the Veterans Experience Office (VEO) by providing expertise and innovative approaches to enhance customer and employee experiences at the VA using Human-centered design (HCD), which is the discipline of navigating complex problems and creatively designing effective solutions to meet people’s real needs. This will be achieved through comprehensive research, design, and implementation of solutions that improve service delivery and user interactions, including supporting change management and sustainment of design solutions. VEO seeks a Contractor who understands how customers interact with and navigate a complex organization like VA and have demonstrated success in applying industry best practices to improve CX/EX.
The Contractor shall provide innovative approaches necessary to support, and sometimes lead, a variety of efforts to improve customer and employee experience at VA through insight and analysis to improve VA’s understanding of the CX, EX, and user experience (UX) and enhance service delivery through innovative solutions that enhance frontstage and backstage operations. The Contractor shall work closely with VEO and with key stakeholders across VA to identify and design opportunities to enhance customer touch points based on a consistent, shared understanding of who VA’s customers and stakeholders are, what they want and need, and how they perceive their interactions with VA. This shall be accomplished through a customer research practice built on field based in-depth in-person and/or virtual interviews with diverse populations of our customers and employees …
The Period of Performance (PoP) shall consist of one 12-month base period and four 12-month option periods.
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