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Customer Experience Compliance and Accountability Support

Active
Federal

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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The Transportation Security Administration is seeking Customer Experience Compliance and Accountability Support to assist the Office of Civil Rights and Liberties, Ombudsman, and Traveler Engagement. The selected contractor will provide comprehensive data analysis, operational support, and Passenger Experience Survey services to enhance traveler trust and satisfaction while maintaining secure checkpoint operations. Key responsibilities include managing customer experience dashboards, designing surveys with Paperwork Reduction Act support, performing statistical and sentiment analysis, and delivering Power BI visualizations and executive briefings. This effort is designed to meet High Impact Service Provider responsibilities and comply with the Government Service Delivery Improvement Act and Office of Management and Budget guidelines. The scope of work encompasses field training, longitudinal reporting, airport-level retrospectives, and knowledge management to support data-driven decision-making during major travel events. The performance location is based in Springfield, Virginia, under NAICS code 541618, with Skylight, Inc. listed as the incumbent contractor.

General Info

TSA seeks customer experience support for data analysis, surveys, and operational compliance.

Agency

Department of Homeland Security → Transportation Security Administration

NAICS

541618 - Other Management Consulting Services

Place of Performance

Springfield, VA, USA

Set-Aside

NONE

Documents

0

No documents available

Documents will appear here when they are available.

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Timeline

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forecast

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Organization & Contact Information

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AgencyDepartment of Homeland Security → Transportation Security Administration
Contacts2 people available
OfficeN/A
Organization / AgencyDepartment of Homeland Security → Transportation Security Administration
Office AddressN/A
Contacts
Benjamin Terrell
contact@example.gov
+1 (555) 000-0000
Toshia RollinsSmall Business Specialist/APFS Coordinator
contact@example.gov
+1 (555) 000-0000

Full Description

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This requirement provides the Transportation Security Administration Office of Civil Rights and Liberties, Ombudsman, and Traveler Engagement, Customer Experience Branch with customer experience data analysis, operational support, and Passenger Experience Survey services. The contractor will integrate passenger feedback, operational data, survey results, dashboards, and improvement activities to support data-driven decisions, improve traveler trust and satisfaction, and maintain secure, efficient checkpoint operations. Work includes customer experience dashboard management, Passenger Experience Survey design and Paperwork Reduction Act support, survey administration, field training, statistical and sentiment analysis, longitudinal reporting, Power BI visualization, executive briefings, airport-level retrospectives, knowledge management, and process improvement. The effort supports TSA’s High Impact Service Provider responsibilities, Office of Management and Budget Circular A-11 Section 280, the Government Service Delivery Improvement Act, and major travel event readiness.

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