Industry Day for Customer Experience Design Framework

The Greater Orlando Aviation Authority (GOAA) is conducting an Industry Day for a Customer Experience Design Framework at Orlando International Airport (MCO). The procurement seeks an innovative vendor to develop a comprehensive framework that will drive customer experience decisions, enhance employee interactions, and improve overall customer satisfaction. The project aims to redefine customer touchpoints by incorporating insights from customer research, service design, and digital innovation, with the ultimate goal of positioning MCO as a global leader in delivering exceptional traveler experiences. The Industry Day 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. Interested vendors can book one-on-one meetings with airport staff by emailing guestrelations@goaa.org after a brief project presentation. The event is structured as a non-binding information gathering session, with no guaranteed purchase or contract outcome, and vendors are explicitly instructed not to provide pricing information during the event.

The procurement appears to be open to all qualified vendors without specific set-aside designations or enterprise restrictions explicitly mentioned in the documentation. No incumbent vendors or existing technological infrastructure requirements are detailed in the provided materials. While a specific award value or budget range is not disclosed, the project represents a strategic initiative to develop a comprehensive customer experience framework for the airport. The procurement involves jurisdictions including Orange County and Orlando City in Florida, with the primary contracting entity being the Greater Orlando Aviation Authority. Potential respondents will likely need demonstrated expertise in customer experience design, service innovation, digital transformation, and airport or transportation sector experience. The non-binding nature of the Industry Day suggests that a formal Request for Proposals (RFP) or subsequent competitive procurement process may follow this initial market research and vendor engagement event.