The document outlines a Request for Information (RFI) from the Defense Information Systems Agency (DISA) focused on enhancing Customer Experience (Cx) across its services. Key inquiries seek to clarify the scope of customers, existing infrastructure and technologies, performance metrics, and the integration of emerging technologies in the Cx framework. DISA aims to manage all enterprise IT services, including devices and networks on NIPRNet and SIPRNet. The RFI emphasizes the need for a comprehensive approach to Cx governance, defining key performance indicators (KPIs), training requirements, and the expected capabilities from contractors. A phased implementation strategy is favored, with an initial focus on assessing current performance metrics followed by targeted improvements. Additionally, there’s a strong emphasis on ensuring data security, especially in cloud-based solutions needing FedRAMP compliance. The document calls for innovative automation strategies, including Robotic Process Automation (RPA) and AI-driven capabilities, to enhance operational efficiency. Overall, DISA's initiative aims to provide secure, streamlined, and personalized experiences to approximately 370,000 users while aligning with broader mission objectives and compliance standards.

The Defense Information Systems Agency (DISA) has issued a Request for Information (RFI) to gather insights for transforming its Customer Experience (CX) through advanced automation and data-driven methods. The primary goal is to enhance service delivery by proactively addressing user needs and improving overall service quality. DISA's CX Office, led by the Chief Experience Officer, aims to establish a sophisticated CX management program that utilizes various data sources beyond conventional surveys. Key elements of this initiative include monitoring customer experience in real-time, automating workflows, integrating data-sharing protocols, optimizing IT service management, and enhancing communication processes. Technologies sought include data analytics platforms, robotic process automation (RPA), and synthetic testing tools, supported by consulting services and training for DISA staff. The RFI invites companies to propose innovative approaches for integrating customer feedback mechanisms and ensuring seamless implementation of new technologies while measuring success through key performance indicators. This document reflects DISA's commitment to delivering personalized, efficient services to its customers, ensuring a secure operational environment for military personnel. Responses are due by July 31, 2025, and submissions should follow specified guidelines. This RFI serves as an information-gathering tool for potential future contracts.

The Defense Information Systems Agency (DISA) is seeking industry input through a Request for Information (RFI) to potentially revolutionize its Customer Experience (CX) strategy via advanced automation and data analytics. The initiative aims to enhance service delivery, meet user needs proactively, and improve overall service quality. By integrating technologies such as Artificial Intelligence, Machine Learning, and Robotic Process Automation, DISA plans to establish a comprehensive CX management program that goes beyond traditional feedback methods. Key elements of this procurement include real-time monitoring of user experiences, automating workflows, and improving data sharing across departments. DISA is soliciting innovative ideas and methodologies from industry partners on eight specific questions ranging from the establishment of effective CX technologies to security measures for customer data protection. Submissions should focus on achieving measurable improvements in customer satisfaction while ensuring minimal disruption during implementation. This RFI is strictly for information gathering, with no commitment to award contracts. Responses are due by July 21, 2025, and should detail the responding organization's capabilities relevant to DISA's objectives and requirements. The overall goal is to create a user-centric environment that promotes loyalty and enhances the DISA brand across all user interactions.

The Defense Information Systems Agency (DISA) is issuing a Request for Information (RFI) to gather insights for enhancing its Customer Experience (CX) through advanced automation and data-driven strategies. The objective is to transform DISA's CX by proactively understanding user needs and improving service delivery using innovative technologies. Key initiatives include real-time monitoring of user experiences, automating workflows, enhancing data sharing, and optimizing IT service management. The scope encompasses end-to-end CX management, focusing on fostering user loyalty and advocacy by improving service interactions. The RFI seeks responses on various topics, such as integrating customer feedback mechanisms, ensuring seamless CX integration with existing systems, translating insights into actionable service improvements, and leveraging emerging technologies like AI for enhanced service delivery. Interested parties must submit comprehensive white papers detailing their capabilities in addressing these topics by the deadline of July 31, 2025. This process aims to refine DISA’s approach to CX to ensure a secure and efficient operating environment for military and government services. The RFI underlines DISA's commitment to modernizing its customer approach while fostering collaboration within industry stakeholders.