What the buyer needs
AI summaryThe Atlanta Regional Commission (ARC) seeks proposals for a secret shopper evaluation of its Aging and Disability Resource Connection (ADRC). The selected firm will assess the ADRC's accessibility, responsiveness, and customer experience via phone and email.
Scope of work
- Develop project work plan, evaluation protocol, tools, scripts, and scoring criteria
- Recruit, train, calibrate, and supervise qualified mystery shoppers
- Conduct a minimum of 15 telephone mystery-shopping scenarios across three ADRC teams
- Conduct voicemail and follow-up tracking for unanswered telephone calls
- Perform multilingual testing in Spanish and other supported non-English languages
- Perform disability-accessibility testing, including hearing impairment access scenarios
- Test designated email touchpoints with a minimum of 5 and maximum of 15 scenarios
- Review and analyze Platform 28 system reports, dataset activity logs, draft summary audit report, final report, and presentation
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Related experience, qualifications, references, and proposed personnel | 25% |
| Technical approach and methodology | 25% |
| Work plan, schedule, and staff availability | 25% |
| Proposed budget and overall value | 25% |
Minimum qualifications
- Experience performing mystery-shopping, secret-shopping, call-center, customer-experience, or similar evaluations
- Experience completing comparable projects within the past five years
- Understanding of the needs of older adults, adults with disabilities, and caregivers
- Understanding of accessibility, multilingual communication, and equitable customer service
- Ability to collect, analyze, protect, and report sensitive information
- Ability to manage work within established budgets and schedules
- Clear understanding of the mission and core work of ARC's A&IS Department
- Site registration and application approval prior to submitting a proposal
Documents to include with your response
- Business Information
- Qualifications and Experience description
- At least three references for similar work completed within the past five years
- Project Team details and key personnel resumes
- Technical Approach
- Work Plan and Schedule
- Detailed budget using the format in Exhibit B
How to submit
- Method
- Electronic via email
- Instructions
- Submit one electronic copy in PDF or Microsoft Word-compatible format. All documents must be combined and submitted as one for a complete proposal. Total proposal must not exceed 15 pages (standard 8.5-by-11-inch pages, font size at least 12 points), excluding covers, introductory letters, dividers, end sheets, and required budget forms.