Mystery Shopping and Customer Experience Evaluation of Aging and Disability Resource Connection

The Atlanta Regional Commission seeks a qualified vendor to evaluate the accessibility, responsiveness, and customer experience of its Aging and Disability Resource Connection. The contractor must perform mystery shopping, call-center assessments, accessibility testing, and email touchpoint evaluations for telephone and email channels. Additional responsibilities include reviewing policies and scripts, developing evaluation protocols and forms, training shoppers, and delivering a final report. Eligible US organizations must demonstrate expertise in mystery shopping, call center assessments, customer experience projects, and public-sector or human-services work completed within the past five years. Proposals are evaluated on related experience and personnel (25%), proposed methodology (25%), project understanding and management (25%), and proposed budget (25%). Proposers must submit questions through the procurement website by 3:00 PM EST on November 13, 2026. Final proposals must be uploaded to the same website by 7:00 PM EST on December 29, 2026. Submissions must not exceed 15 pages in PDF or Word format and must include a labor-focused budget displaying initial and optional scope costs separately. The contract period lasts one year, with the initial evaluation due by April 15, 2027, and the final report due by June 15, 2027.