RFI - Customer Experience (CX) Revolution through Advanced Automation and Data-Driven Insights

Background
The Defense Information Systems Agency (DISA) is seeking to transform its approach to Customer Experience (CX) through advanced automation and data-driven insights. This initiative aims to proactively address user needs, improve service delivery, and enhance the overall quality of services provided by DISA.

The Office of Experience (OE) within DISA has been designated as the CX Office, with the OE Director serving as the Chief Experience Officer (CXO). The goal is to revolutionize DISA's CX by anticipating customer needs and minimizing disruptions.

Work Details
The procurement effort focuses on acquiring and implementing technologies and services that enable DISA to:
- Proactively Monitor and Analyze Customer Experience: Establish a unified system for real-time analysis of negative service trends impacting customer experience using tools for CX scoring, sentiment analysis via AI/ML, and comprehensive data integration.
- Automate and Orchestrate Workflows: Integrate technologies like Robotic Process Automation (RPA), AI/ML, and workflow automation to streamline workflows across systems.
- Enhance Data Accessibility and Sharing: Implement data sharing mandates for CX-relevant data among Program Executive Offices (PEOs) and Operational Service Managers (OSMs).
- Optimize IT Service Management (ITSM) and IT Operations Management (ITOM): Use Capability Maturity Model Integration (CMMI) for continuous improvement in ITSM and ITOM platforms.
- Conduct End-to-End CX Management: Enable continuous measurement and optimization of CX through various monitoring techniques.
- Procure, Calibrate, Deliver, and Manage Relevant CX Technology: Acquire tools for synthetic testing that simulates user interactions.
- Proactive Communication: Foster connections through proactive ITSM communication focused on enhancing customer experience.
- Set CX Goals: Create a positive experience across all touchpoints with the DISA brand.