X
X

SW-48338 - USA (Maryland) - Emergency Customer Survey Service - Deadline September 27,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-48338

Government Organizations Authority located in Maryland; USA based organization looking for expert vendor for emergency customer survey service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide customer service quality evaluation solution to procure a software as a service application to survey and analyze customer interaction with unemployment insurance program. A customer service quality evaluation solution to guide how the unemployment insurance program can better organize, improve, and implement organizational customer service efficiency, equity, and effectiveness. Additionally, a solution that will provide customer service guidance and aligns with the state’s overall customer service. The ideal solution will include a comprehensive overview of the program’s customer experience components, and a survey tool with the capability to provide analysis based on website customer service analytics.
• Provide a customer service quality evaluation solution.
• Assess the clarity and organization of all public communications, including materials posted on website and mobile application.
• Evaluate customer service standards such as clarity, issue resolution, trust in government, professionalism, and overall satisfaction
• Provide and evaluate additional agreed upon customer service metrics.
• Solution shall be fully functional using the following devices: computer, tablet, smartphones, and kiosks; each using any of the following operating systems: Windows, iOS, Android, and Windows Phone.
• Allow the State to brand all evaluation components with coloring, logos, and graphics.
• The solution shall be configurable to support multiple languages as well as include translation of languages back to English.
- Integration
• Implement build-out integration with the website and applications.
• Provide system updates and maintenance throughout the term of this contract.
• The Solution shall include features to allow it to easily integrate with website, website application, and mobile application.
- Survey
• Deliver a customer service quality evaluation solution that includes a customizable survey tool.
• The survey shall be administered anonymously without collecting any customer-identifying information.
• The solution shall include a survey tool to collect customer sentiment across the department through a customizable template.
• The survey shall capture customer opinion and insight related to navigating the Unemployment Insurance website.
• The solution shall include a survey tool that contains distribution and collection features, as well as provide feedback capabilities aimed to capture and act on customer complaints and experience.
• The solution shall prevent customers from completing the survey multiple times.
- Analysis
• The Solution shall collect customer service data and provide related analysis
• The Solution shall provide analysis based on customer analytics
- Reporting and Dashboard Analytics
• The Solution shall make current data available through easy-to-use dashboards and other reporting and inquiry tools.
• The Solution shall provide customer experience information, specifically trends and analytics regarding the site, accessible in real-time. The solution shall also support near-real-time custom configuration of reports and dashboards.
• The solution shall provide multiple report types to include tables, charts, graphs, and other data visualizations.
(2) Pre-Proposal Conference will be held on September 20, 2021.
(3) All questions must be submitted no later than September 20, 2021.
(4) Contract period will be for one year.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Monday, 27 September, 2021

Pre-proposal Conference Date : Monday, 20 September, 2021

Question Answer Deadline : Monday, 20 September, 2021

Category : Software, System and Application, Mobile Application Development

Country : USA

State : Maryland

Cost to Download This RFP Document : $ 5

You can either pay for Single RFP/Bid document or Subscribe with Monthly Subscription for whole Software, System and Application, Mobile Application Development Category/Categories.

If you will obtain monthly subscription for Software, System and Application, Mobile Application Developmentcategory/categories, you will be able to access all the RFPs from that Category. Here are the Monthly Subscription offers. So, subscribe for Monthly offers and get rid of Individual RFP payment.

*No commitment =
(1) There is no minimum commitment.
(2) You can subscribe for as less as 1 month and cancel it any time. If you subscribe for annual offer, you can cancel it any time within year.
(3) There is no partial refund policy after Monthly or Annual subscription. You will be required to use services for a Month (Or Year since you have availed discounted pricing).
(4) You can cancel your subscription any-time directly from your PayPal account to stop further recurring charges before next due date.
(5) You will be able to download all RFPs for subscribed Category or Location without any extra cost.

Similar RFPs