ARC seeks a contractor to conduct mystery shopping evaluations of its Aging and Disability Resource Connection (ADRC). The evaluation will test telephone and email touchpoints, assess staff adherence to policies, and measure response times. Minimum 15 telephone scenarios and 5 email scenarios are required. Multilingual and disability accessibility testing is mandatory. Proposals due December 27, 2026. Contract period January 25, 2027 through December 30, 2027. Initial evaluation must be completed by April 15, 2027, with final report by June 15, 2027. Optional follow-up phase may be authorized.
Initial mystery shopping activities must be completed no later than April 15, 2027. The final report and presentation must be completed no later than June 15, 2027. As stated: initial mysteryshopping activities completed no later than april 15, 2027 and final initial report and presentation completed no later than june 15, 2027.
Proposers must demonstrate experience performing mystery shopping, secret shopping, call center, customer experience, or similar evaluations, and experience completing comparable projects within the past five years. As stated: experience performing mysteryshopping, secretshopping, callcenter, customer experience, or similar evaluations and experience completing comparable projects within the past five years.
Questions concerning this RFP must be submitted electronically through the procurement website by 3:00 pm EST on Friday, November 13, 2026. As stated: all questions concerning this rfp must be submitted electronically through the procurementwebsite by 3: 00 pm est on friday, november 13, 2026.
Late proposals will not be accepted under any circumstances. Proposals submitted by any method other than the procurement website may not be accepted. As stated: late proposals will notbe accepted under any circumstances and proposal submitted by any other method including email, mail, fax, orhand delivery may not be accepted.
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