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.
