Customer Experience Compliance and Accountability Support

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.

Estimated value

$2M to $5M

Award quarter

Q4 2026

Est. solicitation date

Sep 11, 2026

Anticipated award

Sep 30, 2026

Contract vehicle

PO (FAR Subpart 13.5)

Contract type

Firm Fixed Price

Competition

Follow-on to Existing Contract

Status

REC

Fiscal year

2026

Period of performance

Sep 30, 2026 – Sep 29, 2027

• NAICS541618
• PSC541618