The General Services Administration is currently seeking staffing support for the White House’s proposed centers of excellence. The organization of the centers was discussed at an Industry day regarding the RFQ on December 14th, which was held by GSA’s Technology Transformation Service at the White House. An RFQ for the opportunity was released via GSA eBuy in December and has a due date of January 8th. A contract can be awarded as early as the end of January, which includes one contract year with two one-year options. GSA plans to designate the Agriculture Department as the first client agency.
The Centers of Excellence (CoE) will revolve around cloud adoption, customer experience, IT infrastructure optimization, and service delivery analytics. The RFQ states, “The CoEs will work with customer agencies directly to identify their needs, recommend a solution, identify the best contract vehicle to procure support, and oversee implementation of the solution,”. CoE teams will be made up of personnel from winning vendors, the White House, and customer agencies.
The Customer Experience CoE plan to work with agencies to improve their engagement strategies with multi-stakeholder meetings and service design to create cross-channel experiences. The Service Delivery Analytics CoE will focus on measuring the improvement of outcomes for citizen engagement. Possible activities include interactive dashboards and integration and configuration of measurement instruments to track customer relationship management software, contact centers, and websites. The Contact Center CoE will work with experts to examine existing systems, processes, operations, data, and technologies to make recommendations for modernization.
It is expected to take approximately three months of work to make the CoEs operational. Progression will be tracked by the GSA using monthly reports. This would just be the first phase of the CoE initiative. A second phase relating to the planning process in the first phase will be bid out separately at a later date.
If you would like assistance responding to this RFQ, give our team a call!