FY24 ACF Employee and Customer Experience

The Administration for Children and Families (ACF), a division of the U.S. Department of Health and Human Services (HHS), is seeking a contractor to help them become an insights-driven organization. The goal of the contract is to leverage existing and relevant data sets, collect additional data, and establish a business capability to make sense of this data in order to develop innovative ways of working. The contract includes tasks related to project management, employee experience, customer experience, and innovation services. Specific tasks include project management, sustaining the Continuous Listen Model, developing an Employee Experience Dashboard, marketing, communications and change management support, pilot implementation support for employee experience efforts, engagement efforts pilot, data analytics support, customer feedback collection mechanisms, targeted research activities based on insights from previous research to better understand customer needs, defining metrics for tracking CX progress, stakeholder engagement activities, creating accessible tools for ACF staff to conduct customer experience improvement work. The period of performance for the contract is from July 2023 to June 2024 with at least one base year.