GSA Federal Marketplace (FMP) Support Market Research

Task 1 - FMP Program Support:
The Federal Marketplace (FMP) Program Management is seeking support in various areas including customer experience, e-commerce, knowledge management, and supplier experience. The support will involve providing subject matter expertise, assisting with thought leadership and ideation, developing user interfaces and experiences, creating visualizations such as journey and system maps, and optimizing website content management. The goal is to improve program operations, strategic planning, and research to address complex acquisition issues. The timeframe and place of performance/delivery are not specified.

Task 2 - Customer Experience and Research:
FMP developed a customer experience (CX) maturity methodology in 2020 and now requires support to refine the methodology and execute assessments. This includes journey mapping, user research, standardization of feedback data, analysis of themes and insights, governance support for prioritization, metrics management, and expanding the community of practice for CX and research. The objective is to enhance the understanding of buying and selling processes, improve CX improvement opportunities, and drive customer satisfaction. The timeframe and place of performance/delivery are not specified.

Task 3 - Commercial Platforms Support:
Support is needed for the Commercial Platform Program in areas such as strategy development, customer experience analysis using qualitative and quantitative data, data management and metrics analysis, change management, operations and transformation support. This includes addressing the increasing number of participating agencies and marketplaces, potential self-onboarding for marketplaces, and potential transition from a Proof of Concept to an established program. The timeframe and place of performance/delivery are not specified.

Task 4 - Acquisition Process Improvement:
FMP requires support to manage key initiatives aimed at improving the efficiency and effectiveness of the acquisition process. This includes convergence of initiatives such as CALM (Contract Awarded Labor Category), Symphony, FSS19 modernization, eBuy, eLibrary, ORS (Ordering & Requisition System). The support involves defining detailed scope and requirements, architectural alignment, vendor selection, system development, user migration, integration support, go-live support, metrics measurement, and providing customer experience feedback. The timeframe and place of performance/delivery are not specified.

Task 5 - Content Management:
Support is needed for the development and curation of user-centered content in the Federal Acquisition Service (FAS). This includes implementing content management and governance processes, creating roles and responsibilities, and standard operating procedures. The contractor will facilitate the development and review of content across multiple digital platforms and channels. The focus is on creating valuable and compelling content that optimizes the user experience for government buyers and sellers. Use cases for content may include acquisition planning documents, guidelines for offer or proposal packages, knowledge articles for sellers and government buyers, and training and event resources. The timeframe and place of performance/delivery are not specified.