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DIA Posts RFI for Customer Experience Services


The Defense Intelligence Agency is seeking information from the private sector about customer experience services that could be used to foster a more human-centric culture.

DIA is considering a CX-driven framework to adopt a more customer-centric approach and observe better collaboration, transparency and communication with partners, the agency said in a notice posted Tuesday on the beta SAM website.

The agency also wants to further foster customer trust and implement customer-centric principles across the DIA workforce.

Responses to the request for information must contain market information on relevant services and must be submitted on or before Nov. 23.

A potential five-year contract may be awarded for the effort in fiscal year 2021 or 2022.

DIA will consider human-centered design experience and change management expertise in evaluating options.

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Written by Nichols Martin

a staff writer at Executive Mosaic, produces articles on the federal government's technology and business interests. The coverage of these articles include government contracting, cybersecurity, information technology, health care and national security.

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