RFI - Customer Experience (CX) Revolution through Advanced Automation and Data-Driven Insights

The Defense Information Systems Agency (DISA) has issued a Request for Information (RFI) seeking industry input on transforming customer experience through advanced automation and data-driven insights. This RFI represents a strategic initiative to revolutionize DISA's approach to customer experience management for approximately 370,000 users across the 4th Estate, National Capital Region, and DISA itself. The agency is exploring innovative technologies including artificial intelligence, machine learning, robotic process automation, and comprehensive digital experience monitoring to proactively address user needs. The initiative focuses on establishing unified systems for real-time customer experience scoring, implementing AI-powered sentiment analysis, and automating workflows across both NIPRNet and SIPRNet environments. DISA aims to move beyond traditional feedback collection methods to create a more proactive, technology-driven approach to understanding and improving customer experiences.

The RFI's primary objective is to gather market intelligence on cutting-edge customer experience technologies and implementation strategies that can deliver exceptional, consistent, and personalized experiences across all DISA touchpoints. Interested companies must submit white paper responses no longer than 30 pages by July 31, 2025, at 12:00 PM EST, addressing eight detailed questions covering topics such as performance indicators, feedback integration, system implementation, and data security measures. No specific set-aside designation applies to this opportunity, making it open to all qualified contractors. The initiative emphasizes the need for cleared, onshore consulting resources and seeks vendors capable of managing CX tool integration, developing training programs, establishing governance structures, and supporting real-time insights across multiple security classification levels. This information-gathering exercise does not constitute a commitment to issue a future solicitation or contract award, but indicates DISA's serious exploration of transformative customer experience capabilities scheduled for implementation by 2025.