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Customer Experience: Build an Agency-Wide CX Capability

How to respond to this RFQ

This RFQ was posted to eBuy under RFQ1397579. Should you have any questions or feedback related to this Request for Quote, please fill out this Q&A form no later than September 26, 2019 at noon, eastern.

Anyone interested in responding to this RFQ is encouraged to review the instructions referenced in the timetable that immediately follows the cover page. Please remember to review any artifacts in the repository as well.

Responses for the RFQ are due no later than October 4, 2019 at noon, eastern.

We cannot commit to considering anything sent to us after the deadline above or sent via any other medium.


The mission of the General Services Administration (GSA), Technology Transformation Services (TTS), Centers of Excellence (CoE) is to accelerate Information Technology (IT) modernization across government to improve the public experience, improve outcomes, and reduce legacy IT spending across the Government. The CoEs accomplish this by centralizing top Government tech talent, leveraging private-sector best practices, and operating with a teaming mindset to collaborate across Government departments and agencies. To better align with the dynamic effects of such a transformation, CoE provides agency partners with a shared service solution for professional services.

At the U.S. Department of Housing and Urban Development (HUD), the Customer Experience (CX) CoE was tasked with assisting HUD with the development of recommendations for the implementation of an optimal customer experience strategy. Implementation of this strategy is to include utilization of the latest technology (artificial intelligence, learning systems, and robotic process automation) as well as a cohesive customer experience across all channels, including contact centers, online platforms, informational materials, and in-person interactions.


HUD has a need to build a centralized Customer Experience Capability, in the form of an Office of Customer Experience (OCX) under the Chief Operating Officer (COO) in order to provide agency-wide coordination and analysis of customer and client interactions that accelerate the delivery of meaningful improvements to customer experience. The OCX team will collaborate with HUD leadership, stakeholders, and the Advisory Board to establish the OCX, further elaborate the operational models, drive forward CX initiatives, support and participate in CX working groups, and define enterprise-wide Customer Experience (CX) metrics that meet OMB A-11 compliance requirements.

Other HUD-related work

Please see the main repository for information on all procurement related information to the HUD and CoE engagement.

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