BDA Global provided Service Optimization Planning advisory services and support to improve customer service delivery and outcomes for the Department of Commerce’s Minority Business Development Agency’s 44 business centers.  BDA performed a range of analytic tasks to support the agency’s annual procurement to engage Field Office operators, collected raw data through interviews and survey instruments with stakeholders, developed recommendations for improvement, and developed a Service Optimization Manual for Field Benefit Operators, with specific Standard Operating Procedures for customer service quality and for guiding the Operators to self-sustaining operations.