Darwin McDaniel
The Department of Veterans Affairs has posted a request for information for vendors that could help the agency conduct a comprehensive assessment of customer experience feedback and insight for the VA Financial Services Center.
FSC has launched an effort to review the experience of its customers through surveys, face-to-face director-level meetings, monitoring service line performance measures and a call center customer relationship management system, the VA said in the RFI posted Monday on FedBizOpps.
The center provides financial services, such as accounting, payroll, payments, data analytics and medical claims processing, to nearly 45 customers within the VA and other government agencies.
Through the RFI, the FSC seeks potential contractors that could provide customer experience management services at its office in Austin, Texas.
The selected vendor will mainly help assess existing CX activities, including voice of customers, structure and staffing, processes and technology within a 90-day period.
VA expects the assessment to provide a strategic roadmap and recommendations to improve the VA-FSC’s customer experience as well as to help the center leverage commercial software.
Interested parties can submit responses to the RFI through April 5.
