GSA OGP RFI: Customer Service Inquiry Solutions

Notice ID: RFIOGP1234

“OGP’s policy portfolio is broad and complex, and is heavily dependent on web-based material and direct contact with OGP staff to ensure compliance. OGP seeks information about solutions that use existing or innovative material (e.g. existing policy guidance, FAQs, bulletins, staff expertise) to accept and resolve inquiries from federal staff and the general public. Additionally, 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.”

“For OGP’s customer service needs, we are particularly interested in obtaining:

  • An accessible method for soliciting, accepting, and resolving inquiries and providing satisfactory responses with minimal staff intervention.
  • A 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.
  • A solution that reduces staff time devoted to inquiries while achieving satisfaction with inquiry responses.”

Read more here.

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