Aging and Disability Resource Connection Mystery Shopping Evaluation
Atlanta Regional Commission
Original Solicitation Links
Submission Instructions
Description
The Atlanta Regional Commission is soliciting proposals for mystery-shopping and customer-experience evaluation services for its Aging and Disability Resource Connection. The selected contractor will evaluate telephone, voicemail, and email touchpoints; Platform 28 menu navigation and routing; response and resolution times; call abandonment; staff professionalism and accuracy; compliance with applicable policies and Georgia Division of Aging Services standards; multilingual access; and accessibility for people with disabilities. The contractor must design the evaluation methodology, recruit and train mystery shoppers, conduct at least 15 initial telephone scenarios and at least 5 email scenarios, perform multilingual and disability-accessibility testing, analyze call-center reports and customer-service measures, protect sensitive information, comply with HIPAA, and deliver a work plan, evaluation tools, dataset, audit reports, recommendations, and presentation. The initial evaluation must be completed by April 15, 2027, with final reporting and presentation due by June 15, 2027; an optional follow-up evaluation may be authorized.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Minimum 3 references
- Within the last 5 years
- Client point of contact required for each reference
Documents
| Title | Date Posted |
|---|---|
| RFP823 Shopper Mystery Shopping ADRC | Oct 15, 2026 10:40 AM |
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