Digital Customer Care
Type: Special Notice
Overview

Buyer

EDUCATION, DEPARTMENT OFEDUCATION, DEPARTMENT OFFSA ACQUISITIONS OFFICEWASHINGTON, DC, 20002, USA

Original Source

https://sam.gov/opp/a079f00aaabf4fa787520e22cbaf25a4/view
Timeline
    Description

    The Department of Education, specifically the FSA Acquisitions Office, is seeking to enhance its Digital Customer Care (DCC) services through a federal contract opportunity. This initiative aims to improve customer outcomes for students, parents, and borrowers by providing a comprehensive digital platform that includes design services, a customer care platform, and various enabling technologies such as the Aidan Virtual Assistant and Partner Connect. The DCC services are crucial for facilitating engagement with the Federal Student Aid programs and ensuring effective communication. Interested parties can reach out to Young Choi at Young.Choi@ed.gov for further details regarding this opportunity.

    Point(s) of Contact
    Young Choi
    Young.Choi@ed.gov
    Files
    Title
    Posted
    91003119F0003_DCC Contract.pdf
    The U.S. Department of Education is implementing the Next Generation Financial Services Environment (NextGen) to improve customer experience and operational efficiency. The Task Order is for an Enterprise-wide Digital and Customer Care Platforms and Services Solution that will provide an omni-channel engagement approach for student financing. The Contractor will deliver a flexible, world-class financial solution that includes a web and mobile-enabled Digital Platform, Customer Care Platform, and automated workflow management support.
    91003119F0003_DCC Contract.pdf
    The document outlines the terms, conditions, and expected deliverables related to a contract for the U.S. Department of Education’s enterprise-wide Digital and Customer Care Platforms and Services. It details the various tasks assigned to the contractor, including the development and implementation of digital and customer care solutions, performance metrics, strategic outreach and communication strategies, operational efficiencies, and compliance with applicable laws. The contract is a multi-year agreement structured to enhance customer service experiences while ensuring compliance with federal regulations and robust performance evaluations.
    Lifecycle
    Title
    Type
    Digital Customer Care
    Currently viewing
    Special Notice
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