NGA posts RFI for Voice of the Customer
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.
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.
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.
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.
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.
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.
Full information is available here.