RFP 2020-01 Consumer Journey Mapping

This contract awards Guidehouse Inc. the task of producing a comprehensive consumer‑journey map for Covered California, along with an actionable improvement roadmap and performance metrics. The work includes stakeholder workshops, data analysis, weekly status updates, and monthly written reports, with all deliverables subject to Covered California’s acceptance before invoicing. The engagement runs for one year with a $500,000 ceiling and offers up to two one‑year extensions. • Scope: consumer‑experience research, journey mapping, roadmap development, metric creation, and reporting. • Deliverables: detailed journey maps, strategic recommendations, KPI set, weekly/status reports, final report package. • Requirements: vendor must have ≥10 years experience in consumer‑experience, health‑care, and public‑sector consulting; project team must meet similar experience thresholds.