Customer Experience Compliance and Accountability Support

Requirement

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.