Aging and Disability Resource Connection Mystery Shopping Evaluation
Atlanta Regional Commission
Original Solicitation Links
PE-29016-NONST-2027-000000076
]rfp823 - secret shopper/mystery shopping evaluation of the aging and disability resource connection
Contact
Submission Instructions
Description
The Atlanta Regional Commission seeks a contractor to conduct a mystery-shopping evaluation of its Aging and Disability Resource Connection. The work includes testing telephone, voicemail, and designated email touchpoints; assessing response and resolution times, call routing, staff performance, language access, and disability accessibility; and reviewing adherence to applicable policies and Georgia Division of Aging Services standards. The evaluation also includes analysis of telephone-system reports and operational data, with actionable recommendations to improve customer experience and service delivery. The initial scope requires at least 15 telephone scenarios, multilingual and disability-accessibility scenarios across the three service teams, and testing of at least five email touchpoints. Deliverables include an approved evaluation protocol and tools, work plan, activity dataset, draft and final reports, and a presentation. ARC may authorize an optional follow-up evaluation. Proposals must include a detailed technical approach, work plan, team qualifications, at least three similar-work references from the past five years, and a detailed budget using Exhibit B. The proposal is limited to 15 pages, with specified exceptions for front matter and required budget forms.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Minimum 3 references
- Within the last 5 years
- Client point of contact required for each reference
Documents
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