In a Request for Quotations (RFQ) released March 23, the California Department of Motor Vehicles indicates it needs a contractor to “provide and implement a comprehensive customer service measurement solution” that will work with existing processes “for capturing, analyzing and acting on customer feedback” to improve services for all customers. That, the department said, includes non-digital customers. Among the takeaways:
- The solution must integrate data to a “robust, agile platform with current DMV online, social media and written response card customer survey systems,” so as to give the department “a full view of customer sentiment across all service delivery operations,” and let it analyze that data to be more responsive to customers, according to the RFQ. The solution must include an “operational data capture tool/system” capable of increasing data collection, to fill in “data collection and information measurement gaps” across existing customer survey platforms. The new solution must be able to perform services including reviewing existing efforts to collect, analyze and act on customer sentiment; reviewing the “current customer survey technology portfolio” to identify limitations and opportunities; making “ongoing current data” available via dashboards and other tools; and providing training for DMV employees on how to use the solution, and “train-the-trainer skills.” DMV-provided data “remains DMV exclusive property,” per the RFQ; and information obtained as a result of the contract generally can’t be “reproduced, published, sold, or released in original or any other form.”
- Other contractor tasks as a result of providing an operational data capture tool or system include the ability for that tool to identify metrics for customer use “by ease, effort, and emotion and sentiments”; provide data reports capable of revealing trends and likely project results; and provide text analysis tools to show trending topics and insights. Other tasks related to this tool include centralizing all data into one repository that’s easily accessible and usable. The contractor selected must also offer a “solution implementation plan,” within 10 business days of the contract start date, that identifies timelines and deliverables. The company chosen must beta test the system before it’s fully implemented and turned over to the DMV, including identifying and offering insight on “customer experience pain-point problem areas.” The contractor must also train and provide the “train-the-trainer” process to four DMV employees.
- The contract value is not stated. The contract base term is one year, with the DMV retaining the option of two one-year extensions. If the department extends the base contract, it “may add funds to the base term value.” Quotes are due by 10 a.m. April 14; a “public cost opening” is slated for 10 a.m. April 21; and an intent to award on April 23. The contract award is scheduled for May 3, and the contract start date is slated for May 17.
