Customer Experience Compliance and Accountability Support

The Transportation Security Administration is seeking a contractor to provide comprehensive customer experience data analysis, operational support, and Passenger Experience Survey services for the Office of Civil Rights and Liberties, Ombudsman, and Traveler Engagement. The primary objective is to integrate passenger feedback, operational data, and survey results into actionable insights to enhance traveler trust and satisfaction while maintaining secure and efficient 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 support TSA's obligations as a High Impact Service Provider and ensure compliance with the Government Service Delivery Improvement Act and Office of Management and Budget Circular A-11. The scope of work extends to field training, airport-level retrospectives, and knowledge management to ensure readiness for major travel events. This forecast is categorized under NAICS code 541618 and is centered in Springfield, Virginia.