ODJFS Customer Experience Measurement Solution RFP

The Ohio Department of Job and Family Services is seeking a qualified vendor to design, develop, and implement a comprehensive Customer Experience Measurement Solution. The effort will encompass the creation of a measurement framework, technology platform, data collection instruments, analytics, and reporting mechanisms to continuously assess and improve service delivery to Ohio residents. The contractor will be responsible for all phases from requirements gathering through deployment and ongoing support. • Develop a measurement methodology aligned with ODJFS service goals and performance metrics. • Design and build a digital platform (e.g., web‑based surveys, mobile apps) to capture real‑time feedback from clients. • Provide data analytics, dashboards, and regular reporting to enable data‑driven decision‑making. • Deliver training, documentation, and post‑implementation support to ODJFS staff.