Description
The Atlanta Regional Commission (ARC) seeks a qualified firm to conduct a comprehensive mystery‑shopping and customer‑experience evaluation of its Aging and Disability Resource Connection (ADRC). The contractor will test telephone (Platform 28) and email touchpoints, assess multilingual and disability‑accessibility scenarios, measure response times against Georgia DAS Standards of Promptness, and deliver detailed analytical reports and actionable recommendations. The effort includes an initial phase (March 1 – Dec 30 2027) with at least 15 telephone scenarios, multilingual and accessibility tests, and a final report due June 15 2027, plus an optional follow‑up phase through Dec 30 2027.
• Scope: mystery‑shopping via phone and email, multilingual (Spanish, Vietnamese, Chinese, Korean, Russian) and disability‑accessibility testing.
• Minimum 15 telephone scenarios (up to 50 total), plus voicemail tracking and email testing.
• Deliverables: work plan, evaluation protocol, dataset, draft & final reports, presentation, optional follow‑up evaluation.
• Timeline: Questions due Nov 13 2026; proposals due Dec 29 2026; award Jan 25 2027; contract Mar 1 – Dec 30 2027; initial activities completed by Apr 15 2027; final report by Jun 15 2027.
• Evaluation criteria: experience, technical approach, work plan, cost (each 25%).
• Required compliance: HIPAA, ADA, Title VI, etc.