Industry_Day_for_Customer_Experience_Design_Framework_(Addendum_#1_Revision).pdf
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- Solicitation number
- 25-139-IND
- Issued by
- Orange County, Orlando City, Florida
About this file
This document is a Request for Proposals (RFP) issued by the Greater Orlando Aviation Authority (GOAA) for an Industry Day focused on developing a Customer Experience Design Framework for Orlando International Airport (MCO). The event is scheduled for November 18, 2024, at 10:00am, with options to attend in-person at the Carl T. Langford Board Room or virtually via Microsoft Teams. The airport seeks an innovative vendor to create a comprehensive framework that will drive customer experience decisions, enhance employee experience, and improve customer satisfaction. The framework aims to redefine customer interactions across all touchpoints, ensuring a seamless, efficient, and engaging traveler journey by incorporating insights from customer research, service design, and digital innovation.
The RFP is structured as a non-binding industry day to gather information about potential service delivery, with no purchase or contract guaranteed as an outcome. Participation is voluntary, and no pricing information is to be provided during the event. Interested vendors can book one-on-one meetings with airport staff by emailing guestrelations@goaa.org after a brief project presentation. The project was initially released on November 4, 2024, with the primary goal of positioning MCO as a global leader in delivering exceptional customer experiences. The document includes a vendor questionnaire for potential attendees to confirm their participation and includes contact information for Janice Hughes, the Assistant Manager of Continuing Services in the Customer Experience department.
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Text version
REQUEST FOR PROPOSALS
25-139-IND
INDUSTRY DAY FOR CUSTOMER EXPERIENCE DESIGN
FRAMEWORK
TABLE OF CONTENTS
1. Introduction
2. Notice Guidelines
3. Vendor Questionnaire
GREATER ORLANDO AVIATION AUTHORITY
Industry Day for Customer Experience Design Framework
1. Introduction
1.1. Summary
Orlando International Airport (MCO) is pleased to invite you to a Customer Experience
Design Industry Day. The airport is looking for an innovative vendor to provide a framework for goods & services to drive customer experience decisions, MCO employee experience and customer satisfaction.
This framework will serve as a cornerstone for our strategy and processes, redefining how we approach customer interactions across all touchpoints, ensuring that every traveler experiences a seamless, efficient, and engaging journey.
By incorporating cutting-edge insights from customer research, service design, and digital innovation, this framework will help us align our operations, technology, and passenger services with the evolving expectations of today’s travelers.
Our goal is to foster long-term customer loyalty and position MCO as a global leader in delivering exceptional experiences. During the Industry Day there will be a brief presentation highlighting the scope of this project. Directly after the presentation, there will be optional dedicated one-on-one meetings for interested vendors to present their innovative customer experience concepts to airport staff.
Microsoft Teams Need help?
Join the meeting now
Meeting ID: 224 972 967 509
Passcode: qnPW8s
To book a one-on-one meeting email guestrelations@goaa.org.
1.2. Contact Information
Janice Hughes
Assistant Manager, Continuing Services
GOAA ANNEX BUILDING
5855 Cargo Road
Orlando, FL 32827-4399 https://aka.ms/JoinTeamsMeeting?omkt=en-US https://teams.microsoft.com/l/meetup-join/19%3ameeting_YTdjNDBkNTItYWE1MC00NTFhLWIzNGMtMDQ0NmM2YWEyZjBm%40thread.v2/0?context=%7b%22Tid%22%3a%22d704ebcc-99a6-46da-84cb-6a2258292a9a%22%2c%22Oid%22%3a%22e085bad8-d031-4d09-a18b-19ee855a36ee%22%7d mailto:guestrelations@goaa.org
Email: janice.hughes@goaa.org
Phone: (407) 825-6425
Department:
Customer Experience
1.3. Timeline
Release Project Date November 4, 2024
Event Date November 18, 2024, 10:00am
Greater Orlando Aviation Authority - Orlando
International Airport
One Jeff Fuqua Blvd., Orlando, FL 32827
Carl T. Langford Board Room or attend virtaullly via Teams Meeting mailto:janice.hughes@goaa.org tel:(407)825-6425
2. Notice Guidelines
This is not a formal solicitation, but a Notice of an Industry Day for interested parties to attend.
The industry day is designed to gather information to assess the feasibility and appropriateness of issuing a solicitation or application on this subject matter. Those who choose to participate in any way will not receive or be conferred any sort of advantage or preference in any future solicitation with respect to this subject matter. GOAA is issuing this Notice of the Industry Day to obtain information from firms regarding how they could potentially deliver the requested services.
Participation in this Industry Day is voluntary.
No purchase or contract will be made as a result of the Industry Day. No pricing information is to be provided.
3. Vendor Questionnaire
3.1. Notice Only *
This project is being posted as only a Notice. Submission are not being electronically collected. Please see the Introduction section to review details of the Notice.
☐ Please confirm
*Response required
3.2. Attending Event*
Please select yes if you intend to attend the event.
☐ Yes
☐ No
*Response required
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