Page 2 of 2 Request for Information Customer Experience Management Services THIS IS A REQUEST FOR INFORMATION (RFI), ONLY, issued in accordance with Federal Acquisition Regulation 15.201(e), for the purpose of conducting market research. Accordingly, this RFI constitutes neither a Request for Proposal (RFP) nor a promise to issue a RFP in the future, and it does not commit the Government to contract for any supply or service described herein. The Department of Veterans Affairs (VA) is not, at this time, seeking proposals and therefore, will not accept, review, or evaluate unsolicited proposals received in response hereto. Please be advised that the U.S. Government will not reimburse Respondents for any costs incurred in the preparation and/or submission of responses to this RFI; all costs associated with responding to this RFI will solely be at the Respondent s expense. Companies are encouraged to respond if they have the capability and/or capacity to provide the items identified below. Not responding to this RFI does not preclude participation in any future RFP, if issued. Any information submitted by respondents to this RFI is strictly voluntary; however, any information received shall become the property of the Government and will not be returned to the Respondent. Interested parties are responsible for adequately and clearly marking proprietary, restricted, or competition sensitive information contained in their response. VA, Financial Services Center (FSC) provides approximately 30 distinct financial service line offerings (accounting, payroll, travel, payments, data analytics, medical claims processing, etc.) to approximately 45 customers within VA, as well as other government agencies. FSC service line revenue totals approximately $300M annually and FSC employs approximately 1,500 staff (Full Time Equivalents and Contractors). FSC currently gathers customer experience feedback and insight via recurring customer satisfaction surveys, face-to-face Director level meetings with major customers, measuring/monitoring service line performance measures, and through a call center customer relationship management system. VA-FSC seeks customer experience (CX) management services to include a comprehensive assessment of existing CX activities to include voice of the customer, structure and staffing, processes, and technology. The assessment should also include the design of a strategic roadmap to deliver CX that meets or exceeds customer expectations. The place of performance will be onsite at the VA-FSC Austin, Texas. REQUIREMENTS The vendor shall conduct a comprehensive assessment of existing CX activities benchmarked against a generally accepted maturity model. The vendor shall have the staff and capability to perform this assessment in a period of 90 days or less and have demonstrated the ability to perform this type of assessment with a similarly sized (or larger) organization in this time frame. The vendor shall provide recommendations to improve VA-FSC s CX maturity level. The vendor shall provide a CX strategic roadmap to implement maturity level recommendations that result in best-in-class CX that aligns with the overall strategic vision of VA and FSC. The vendor shall provide recommendations for how FSC could leverage industry leading software solutions/platforms (i.e. Medallia, Maritz CX) to implement a best-in-class CX program. The vendor must demonstrate expertise in working with these industry leading CX solutions. FSC does not own a specific solution today, but the expectation is FSC will implement such a solution over time to fully achieve implement an integrated CX program. Respondents should provide, at a minimum, the following information in their response: Name of Company Address Point of Contact Phone Number Fax Number Email address Company Business Size and Status North American Industry Classification System code(s) Socioeconomic data Data Universal Numbering System Number Any and all scheduled contracts your company may have (i.e. General Services Administration Schedules, Government Wide Acquisition Contracts, ex. NASA SEWP.). Include Contract Number, expiration date, etc. Any comments or feedback No more than 5 pages total (excluding transmittal page) Submissions are due NO LATER THAN April 5, 2019 at 3:00 p.m. and may be made by emailing a response to: [email protected]. THIS IS NOT A SOLICITATION. Do not submit a proposal or quote. Contracting Office Address: Department of Veterans Affairs Office of Acquisition Operations Technology Acquisition Center 23 Christopher Way Eatontown, New Jersey 07724 Primary Point of Contact: William Freer Contract Specialist Email: [email protected]

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