SPECIAL NOTICE
R -- Customer Journey Maps
- Notice Date
- 11/5/2018
- Notice Type
- Special Notice
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Small Business Administration, Office of Chief Finanical Officer- Aquisition Division, SBA Contracting, 409 Third Street, S.W., Washington, District of Columbia, 20416, United States
- ZIP Code
- 20416
- Solicitation Number
- SBA-RFI-19-0001
- Archive Date
- 12/1/2018
- Point of Contact
- Amber Chaudhry, Phone: 2026579722, Michael S. Schwamberger, Phone: 3038442027
- E-Mail Address
-
amber.chaudhry@sba.gov, michael.schwamberger@sba.gov
(amber.chaudhry@sba.gov, michael.schwamberger@sba.gov)
- Small Business Set-Aside
- Total Small Business
- Description
- THIS IS A REQUEST FOR INFORMATION ONLY Summary: The Small Business Administration (SBA) is looking to complete customer journey maps for its federal contracting assistance programs. These programs include the following: • The 8(a) Business Development Program • The HUBZone Program • The Women-Owned Small Business Federal Contracting Program • The Service Disabled Veteran-Owned Small Business Program • The All Small Mentor-Protégé Program The customer journey map exercise will help SBA understand and improve the customer experience for both internal (employee) and external (public) customers and see how customers move through its Government Contracting and Business Development (GCBD) funnel. The map should tell a story by giving an overview of the entire customer experience-- from pre-application, initial contact, obtaining their respective certification(s) and federal contract(s), to receiving contract performance feedback from the federal government to become a better contractor. To learn more about customer journey maps, please visit this website. The SBA intends to put the user front and center in the organization's thinking. This will allow the customer journey map to help identify gaps and points in the customer experience that are disjointed or painful. The end results will then be used as a road map for improvement which may take the form of new processes, training tools, better communication and marketing, and enhanced IT systems. To that end, SBA is seeking help on the following questions so that the agency can complete the customer journey mapping exercise: Customer Personas: Before conducting each customer journey map, the SBA will segment its different audiences within the Government Contracting and Business Development portfolio. To achieve this goal, SBA needs more information to create customer personas for the different customer journeys. 1. Who are the different customer personas that utilize the different SBA government programs? a. What are the demographics of these different personas? b. What are the motivators, goals, and needs of the different personas? c. What does success look like for these different personas? d. What challenges do these personas face? e. Where do these personas typically receive their information? f. What are the persona's preferences in terms of receiving communication? g. How have these personas worked with the government before? Research Plan: The SBA plans on interviewing its stakeholders to gather a clear picture of their experience throughout the life cycle of interacting with the Government Contracting and Business Development program(s). The SBA is requesting information on its research plan and what types of open-ended questions it should be asking its customers through the interview process. 2. Should the SBA be breaking its research efforts into stages and different sprints? a. How many research phases should the SBA deploy to gain a clear picture on the customer journey? 3. What types of open ended questions should the SBA be asking its external (public) customers? 4. What types of open ended questions should the SBA be asking its internal (employee) customers? 5. How can the SBA validate the customer through the interview process? Customer Journey Mapping 6. Should the SBA be conducting any pre-work before embarking on this customer journey mapping exercise? 7. How should SBA go about the customer journey mapping exercise? 8. How should SBA internally communicate the goals of the customer journey map and the synthesis of research to keep everyone informed? a. What are some internal communication best practices that SBA can utilize? 9. What are some other customer journey mapping best practices SBA should be aware of? Process Improvement 10. How can the SBA use the customer journey map for process improvement? b. What are some process improvement best practices that the SBA can utilize? 11. After completing the customer journey mapping exercise, how can the SBA evaluate which pain points and recommendations to focus in on? 12. How can SBA optimize use of the journey maps to improve outcomes? Post-Journey Map Exercise 13. What are best practices for handling the information we collected during the journey mapping exercise? 14. Is there an official process for closing the journey map exercise?
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/SBA/OOA/OPGM/SBA-RFI-19-0001/listing.html)
- Place of Performance
- Address: Washington, District of Columbia, 20416, United States
- Zip Code: 20416
- Zip Code: 20416
- Record
- SN05143418-W 20181107/181105230632-6aa756594dca0a0711cfe6bb5da40c3e (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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