Customer Experience Measurement Solution

The agency is seeking a comprehensive, cloud-based Software as a Service customer experience measurement solution and associated technical assistance. This solution must enable the agency to consistently measure, analyze, and improve the experiences of claimants, employers, and third-party administrators. The agency needs to solve the challenge of collecting, integrating, and reporting customer feedback across multiple channels while providing actionable insights through a centralized dashboard. The scope of work covers survey development and administration, integration of existing feedback data, data standardization, analytics, and dashboard reporting. The proposed solution must be secure, scalable, and compatible with the state's technology environment and applicable policies. All performance of the work will take place offsite. Eligibility is restricted to onshore United States organizations only. The agency is looking for proposals to determine the budget for this project. Bidders must submit all questions no later than June 10, 2026.