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

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