Customer Experience Compliance and Accountability Support
Past Recompete Updated
- Agency
-
Transportation Security Administration
Department of Homeland Security
- Solicitation expected
- Estimated value
- $2,000,000 to $5,000,000
- Set-aside
- No set-aside
Forecast facts
- Incumbent contract
-
- 70T01025P5600N001 Federal contract award held by Skylight Inc. Ended Mar 31, 2026 · Value with all options $3,163,809
- Anticipated award
- Through
- Acquisition strategy
- Follow-on to Existing Contract
- NAICS code
- 541618 Other Management Consulting Services
- Place of performance
- Springfield, VA
- Forecast number
- F2026075365
- Points of contact
-
- Benjamin Terrell benjamin.terrell@tsa.dhs.gov (571) 565-0124
Forecast details come from DHS's Acquisition Planning Forecast System. Agencies' dates and values are estimates.
About this forecast
The Transportation Security Administration is recompeting customer experience compliance and accountability support services, with solicitation release estimated for September 11, 2026, and award anticipated by September 30, 2026. The contractor will deliver customer experience data analysis, operational support, and Passenger Experience Survey services to TSA's Office of Civil Rights and Liberties, Ombudsman, and Traveler Engagement, including customer experience dashboard management, survey design and Paperwork Reduction Act support, statistical and sentiment analysis, Power BI visualization, executive briefings, airport-level retrospectives, and process improvement activities supporting TSA's High Impact Service Provider responsibilities and Government Service Delivery Improvement Act compliance.
The estimated award value ranges from $2 million to $5 million for a period of performance from September 30, 2026, through September 29, 2027. Work is performed in Springfield, Virginia. Benjamin Terrell (benjamin.terrell@tsa.dhs.gov, 571-565-0124) is the requirements contact; the contracting office is ACQ01 Workforce & Enterprise Operations Acquisition Division, and the contract vehicle is a purchase order under FAR Subpart 13.5.
The recompeted award is Purchase Order 70T01025P5600N001, originally awarded to Skylight Inc. on April 1, 2025, as a firm-fixed-price SBIR Program Phase III action with a ceiling value of $3,163,808.88 and $2,496,773.52 obligated. The original purchase order established customer experience data analysis and operational support services for TSA with an ultimate completion date of March 31, 2026.
Forecast text
This requirement provides the Transportation Security Administration Office of Civil Rights and Liberties, Ombudsman, and Traveler Engagement, Customer Experience Branch with customer experience data analysis, operational support, and Passenger Experience Survey services. The contractor will integrate passenger feedback, operational data, survey results, dashboards, and improvement activities to support data-driven decisions, improve traveler trust and satisfaction, and maintain secure, efficient checkpoint operations. Work includes customer experience dashboard management, Passenger Experience Survey design and Paperwork Reduction Act support, survey administration, field training, statistical and sentiment analysis, longitudinal reporting, Power BI visualization, executive briefings, airport-level retrospectives, knowledge management, and process improvement. The effort supports TSA’s High Impact Service Provider responsibilities, Office of Management and Budget Circular A-11 Section 280, the Government Service Delivery Improvement Act, and major travel event readiness.
On GovTribe
Work this forecast
- Track it in your pipeline
- Find teaming partners
- Similar forecasts
- Ask GovTribe AI about this forecast