The Transportation Security Administration wants a direct line to the public, according to a recent sources-sought notice. TSA's Office of Strategic Communications & Public Affairs wants to create a new Twitter account, @AskTSA, to respond directly to customer complaints and questions.

Bonus: Spend some time with TSA CIO Stephen Rice to learn how TSA ensures the security of data and mobile apps, in a Federal Times webcast on Aug. 11. Register or get more information here.

TSA posted the notice in late June with a response window of just a few days. TSA is searching for vendors with a web-based customer engagement platform that can:

  • Provide a customer engagement platform to manage inquiries via social media, specifically Twitter, among a team and allow for follow up on conversations.
  • Include robust content repository to store pre-approved content, canned responses and approved images. This repository must have an option to create folders and permissions.
  • Provide an interactive dashboard to engage in real time, one-to one conversations without ticket assignment.
  • Provide archives and/or tracking/tagging of interaction/conversation history, topics and collaborative notes.
  • Provide workflow management via automated routing, internal discussion and collision control for social media team.
  • Ability to assess, view and report metrics and trends.
  • Provide logins for up to 10 concurrent users.
  • The vendor shall provide training on the use of the customer engagement platform during normal business hours.
Share:
In Other News
Sen. Ruben Gallego to block VA nominations until plans to cut staff are dropped
Marine Corps vet lawmaker says Trump administration is harming veterans' benefits with plans to change VA.
0 seconds of 2 minutes, 10 secondsVolume 0%
Press shift question mark to access a list of keyboard shortcuts
00:00
02:10
02:10
 
Senator vows to hold all VA nominees over planned staff cuts
Plans to cut more than 80,000 staffers from VA offices would severely hurt benefits delivery, said Arizona Democrat Sen. Ruben Gallego, a Marine Corps vet.
Load More