Customer Experience Measurement Solution

The agency is seeking a comprehensive, cloud-based Software as a Service (SaaS) customer experience measurement solution and associated technical assistance. This solution will 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 generating actionable insights through a centralized dashboard. The requested 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. The agency requires all performance of the work to occur offsite. Eligible bidders must be onshore United States organizations. The agency is currently looking for proposals to determine the budget and has not signaled a specific funding limit. Bidders must submit all questions regarding this opportunity no later than June 10, 2026.