Voice of The Customer

(U) Sources Sought Announcement/Request for Information (RFI) For Voice of the Customer 1. (U) Purpose (U) The purpose of this announcement is to inform industry the National Geospatial-lntelligence Agency (NGA) is contemplating conducting a competition to solicit proposals for Voice of the Customer. This announcement is market research to identify qualified prime contractors and their potential teaming relationships. This announcement does not constitute a solicitation, nor is it to be construed as a commitment by the Government. The Government will not pay for any effort expended in responding to this notice. This is not a request for proposals, quotations or bids. Any information submitted is voluntary. (U) Any interested vendor may respond to a Request for Proposal (RFP), if and when it is released, without having submitted a timely response to this RFI. Responses to this RFI will not be evaluated according to any evaluation criteria or used to prevent a specific vendor from responding to an RFP. Responses to this RFI will not be used to develop a bidders' list. The responses, however, may influence the method, style, requirements, evaluation methodology or content of any relevant RFP and competition. (U) The NGA mission is to provide timely, relevant, and accurate geospatial intelligence (GEOINT) in support of national security. NGA is seeking vendors which understand the National System for Geospatial-lntelligence (NSG) mission and its technical and integration challenges. The objective is to identify vendor teams which are successful in using Voice of the Customer as a methodology for receiving any and all customer feedback in regards to all programs across an organization. To help support this market research, NGA is soliciting white papers which describe the vendor's solution and programmatic strategy. (U) The North American Industrial Classification System (NAICS) code for this effort is 611710, Business Consulting, Nec. 2. (U) Background (U) The National Geospatial-Intelligence Agency (NGA) serves a critical role for our nation's IC, Department of Defense, and Homeland Security missions. As a formal member of the IC, NGA serves as the functional manager for geospatial intelligence (GEOINT). In this role, NGA manages the collection, analysis, and dissemination of timely geospatial intelligence supportive of national intelligence priorities. Similarly, NGA acts as a combat support agency providing tactical support to planning and execution of military operations. Across both of these missions, NGA also partners with foreign nations to share geospatial intelligence supportive of shared objectives like counter-terrorism and counter proliferation. Finally, NGA acts as a critical enabler of homeland security, disaster response, and humanitarian missions domestically and abroad led by agencies across the Federal Government. The importance of the aforementioned missions, and the time-sensitive nature of much of NGA's support, makes its ability to disseminate analytic and foundation GEOINT production critical. The Xperience (X) directorate, as the key component (KC) charged with managing the Customer Service portfolio is a major driver of change in enhancing how NGA supports its diverse customers. (U) NGA's current efforts collecting, analyzing, and disseminating customer information are stove-piped, often internal to programs or teams, highly specific, and groups are poorly incented to share insights outside their organization. As a consequence, customer insights are rarely shared with other organizations that would benefit, causing a lost opportunity to align NGA's policy and decision-making to customer desires, which increases costs and time needed to deliver capabilities to our customers. Causing intangible cost to NGA as its customers lose faith in its ability to respond to their needs. (U) At present there are more than twelve programs of record (PoRs) that conduct independent customer outreach to their customers. All of the PoRs engage their customers and often gather similar data. The PoRs are collecting information, and retaining it within their PoR. As a result NGA's customers are repeatedly being asked for the same information by multiple different PoRs. There is no sharing of information amongst the PoRs, nor is there a standard for collecting and retaining data. (U) NGA has a need to streamline the customer collection process in order to minimize the effort on the end of the customer and maximize the information available to the PoRs. The Enterprises solution to this problem is the Voice of the Customer (VoC). The Voice of the Customer initiative will streamline and consolidate the customer outreach program for the entire enterprise by providing customer outreach from a single source. All of the customer feedback is collected and stored in one location and distributed to the PoRs as needed/requested. (U) Although the Government anticipates the contract will be unclassified, the contract performance will take place in classified government environment. (U) It is anticipated NGA will award the contract in the 3rd Quarter of FY15 with work to develop and sustain VoC completing in the 3rd quarter of FY17. 3. (U) Question and Comments Interested parties may view the RFI and the draft Statement of Work in its entirety through the UNCLASSIFIED IC-ARC Website at https://acq.westfields.net. The Government does not anticipate responding to questions unless deemed necessary to ensure the purpose of this RFI is achieved. If a response is deemed necessary, such answers will then be posted as "Q&A" to the UNCLASSIFIED IC-ARC without identifying the source of the question. All comments and questions submitted shall be clearly associated with a specific section and/or paragraphs and be submitted to the POC(s) listed in the RFI letter. No questions may be submitted or considered fewer than two days prior to the due date of the RFI responses. No protected or proprietary information shall be submitted. Responses bearing the markings or protected or proprietary information will be destroyed without review.