USAF - Customer Experience Common Services - Market Research

The General Services Administration (GSA), on behalf of the United States Air Force (USAF), is conducting market research to support Platform One, a DoD-wide enterprise service capability. Platform One aims to implement the DevSecOps initiative across the Department of Defense by leveraging industry best practices and open-source software. This initiative focuses on creating a seamless continuous integration and delivery pipeline at various classification levels, enhancing the overall efficiency and security of software development within the DoD.

The Customer Experience team within Platform One plays a pivotal role in ensuring customer satisfaction and success. This team is responsible for several key functions, including sales, technical account management, business account management, user design, and IT service desk support. Technical Account Managers (TAMs) are central to this effort; they serve as primary technical advisors to both new and existing customers. TAMs work closely with customers to align them with suitable technical solutions from the Platform One portfolio and provide ongoing support throughout the customer lifecycle.

To enhance its services, Customer Experience seeks contractors for graphic design support that will collaborate with User Experience Designers to create interactive elements that aid sales efforts and solution designs. Additionally, technical writers are needed to produce high-quality documentation that clearly communicates product features and benefits. These writers will work on content strategies and ensure all necessary information is conveyed effectively to users.

Moreover, User Experience Designers are required to apply human-centered design approaches across various initiatives such as marketing, customer success, and data analysis. Contractors must be adept in Agile frameworks like Kanban or Scrum while avoiding the Scale Agile Framework (SAFe). They must be flexible as project scopes may change according to evolving needs. The goal is to foster an environment where collaboration enhances user experience through seamless navigation across digital platforms.