GSA has issued a guide to help federal agencies seeking “human-centered design” services to improve customer experience under the President’s Management Agenda’s cross-agency priority goal on customer experience.
The guide says it “offers an overview and guidance on what agencies should consider as they buy CX services. This guide also provides more specific guidance around the procurement of HCD services, questions to ask, and other factors to look out for when reviewing vendor submissions.”
It includes an overview of CX, principles for evaluating CX industry partners, questions for framing CX efforts and acquiring HCD services, writing a request for information, and additional resources.
Further information is at https://coe.gsa.gov/coe/customer-experience.html.