Veteran Signals (VSignals) is a continuation of VOICE and is one component to creating a seamless touch-point between a Veteran, eligible dependent, and caregivers and the VA. The goal is to put in place a near real-time understanding of the current customer and employee experience, to adjust and improve service delivery and recovery at a more rapid pace.
The Contractor shall provide a commercial-off-the-shelf (COTS) tool as a Software-as-a-Service (SaaS) for survey and closed loop action management in support of the VSignals project. The major tasks involved with the VSignals PWS include the following:
- Customer Experience Management (CEM) solution.
- Provide any integration services required in support of VA interfaces.
- Provide configuration and professional/technical services in the areas of customer experience strategy, analysis, identifying customer experience drivers, and operationalizing insights in the complex VA ecosystem…