Veterans Experience Office Office of Enterprise Development and Design Embedding CX through Certification & Programming for the VA Community
Veterans Experience Office
Office of Enterprise Development and Design
Embedding CX through Certification & Programming for the VA Community
Scaling Customer Experience (CX) across Government is codified in legislation and VA policy through 38 Code of Federal Regulation (CFR) and compliance with Office of Management and Budget (OMB) Circular A-11 – Managing Customer Experience and Improving Service. Towards this end, the Veterans Experience Office (VEO) has been building the CX Institute (VACXi), an initiative to create a best-in-class CX institute with the goal of upskilling Department of Veterans Affairs (VA) employees, setting organizational standard practices, and hardwiring a CX oriented mindset into the products, services, and experiences that we create with our customers.
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The SOO is a Performance Based Acquisition requirements document. Statement of Objectives means a Government-prepared document that states the overall performance objectives. It is used in solicitations when the Government intends to provide the maximum flexibility to each offeror to propose an innovative approach.
The SOO is a very short document (e.g., under ten pages) that provides the basic, high-level objectives of the acquisition. It is provided in the solicitation in lieu of a government-written performance work statement.
In this approach, the contractors' proposals contain performance work statements and performance metrics and measures (which are based on their proposed solutions and existing commercial practices). The intended benefit of using a SOO is to open the acquisition up to a wider range of potential solutions. The proposed performance work statement replaces the SOO at contract award."