HHS ACF - Data Analytics Support - MRAS

The Administration for Children and Families (ACF), part of the U.S. Department of Health and Human Services (HHS), is seeking to enhance its capabilities in customer and employee experience, innovation, and data analytics. As a major division within HHS, ACF oversees a variety of human services programs aimed at promoting economic independence, safety, and well-being for children, families, and communities. ACF is committed to integrating holistic services that are equitable and respectful while ensuring responsible use of taxpayer resources. To further these goals, ACF is looking to deepen its understanding of customer and employee experiences (CX/EX) through improved data analytics.

The type of work requested involves leveraging existing data sources and collecting new information to establish sustainable business capabilities that translate insights into actionable strategies. The recent prototyping efforts have demonstrated the value of incorporating CX/EX insights into decision-making processes. These efforts involved using human-centered design methods to improve grantee experiences across multiple federal programs, conducting ethnographic research to enhance employee experiences during key moments such as onboarding or virtual work adjustments during the COVID-19 pandemic, and utilizing machine learning for better grants management.

To build on these initiatives, ACF aims to implement scalable business capabilities that address internal stakeholder needs by engaging in high-priority use cases that can demonstrate early success. This will involve integrating disparate data sets from various internal sources to meet specific business objectives effectively. The ultimate goal is for ACF to make faster, evidence-based decisions that improve service delivery while being more responsive to customer needs in real-time.

The objectives outlined for the contractor include improving insight transparency across the organization so staff can access cross-functional insights about customer needs promptly. Additionally, there is an emphasis on fostering a culture where employees consistently use data in their recommendations and planning processes related to CX/EX improvements. By achieving these objectives through strategic foresight and responsiveness initiatives using advanced analytics techniques like forecasting trends or identifying operational efficiencies opportunities - ACF seeks not only greater transparency but also accountability towards stakeholders both internally as well externally.