The General Services Administration (GSA) is looking for information and cost estimates on a technical solution that can help manage, route, and resolve inquiries from Federal agencies and the public.
GSA’s Office of Government-wide Policy (OGP) coordinates several activities for Federal agencies, including acquisition management, information technology, regulatory information, and travel. The solution being sought would help OGP accept and resolve inquiries from Federal staff and the public, as its policy portfolio is heavily dependent on web-based material and direct contact with OGP staff to ensure compliance.
“OGP is seeking information on a solution that is easily and intuitively accessible via the internet, solicits, accepts and organizes inquiries, provides relevant, useful information in response to inquiries, automatically escalates inquiries to OGP staff where appropriate, and ensures the accuracy of inquiry responses and available resources (e.g. FAQs) by obtaining and applying user feedback all within a valid user-centered design framework,” a request for information (RFI) said.
To meet its customer service needs, GSA said it is interested in obtaining:
- “An accessible method for soliciting, accepting, and resolving inquiries and providing satisfactory responses with minimal staff intervention;
- Real-time analysis and application of inquiry, response, and satisfaction data capable of responding to a dynamic environment and continuous improvement;
- Appropriate and usable transaction data that can report both high-level and detailed information about OGP’s customer service interactions; and
- A solution that reduces staff time devoted to inquiries while achieving satisfaction with inquiry responses.”
Responses to the RFI are due no later than November 2, 2020.