WD-16247 - USA (Virginia) - Website and Customer Service System Redesign Services - Deadline October 28,2026

(1) Vendor needs to provide website and customer service system redesign services with the goal of implementing a scalable, secure, user–friendly, mobile–responsive, and accessible system that enhances customers’ access to relevant information, as well as the ability to track, manage, and analyze customer service activity for use by customers and customer service agents.1. Discovery and planning:– Review current website structure, analytics, and content.2. Customer interaction logging:– Give customer service agents ability to log interactions from phone, email, web forms, chat, social media, and in–person visits.– Automatic timestamping and user identification.– Ability to attach documents, pictures, and other media.3. Case and workflow management:– Case creation, assignment, escalation, and closure.– Ability for tracking and automated reminders.4. Customer profile management:– Ability to organize/link related cases or accounts.– Searchable database with filters and advanced queries.5. Integrations:– Ability to integrate with email, phone/VoIP systems (optional, but preferred), and other external platforms.– Single sign–on (SSO) and identity management.6. Technical requirements:– Cloud deployment.– Browser and mobile compatibility.– Application programming interface (API) capabilities for custom integrations.7. Website development:– Design and build an interactive website using secure, scalable content management system (CMS).– Optimize for speed, search engine optimization (SEO), and mobile performance.– Migrate existing content.– Integrate social media accounts.(2) A non–mandatory pre–bid conference will be held on September 29, 2026.(3) All questions must be submitted no later than October 16, 2026.