RFP823 - Secret Shopper/Mystery Shopping Evaluation of the Aging and Disability Resource Connection

The Atlanta Regional Commission (ARC) seeks a qualified firm to conduct a comprehensive mystery‑shopping and customer‑experience evaluation of its Aging and Disability Resource Connection (ADRC). The contractor will test telephone (Platform 28) and email touchpoints, assess multilingual and disability‑accessibility scenarios, and measure compliance with Georgia Division of Aging Services standards. The effort includes designing the evaluation protocol, recruiting and training mystery shoppers, executing at least 15 telephone scenarios (up to 50 total), conducting multilingual and accessibility tests, analyzing P28 call‑center data, and delivering a full set of reports and a presentation by mid‑June 2027. An optional follow‑up phase may be added later in 2027. • Minimum 15 telephone mystery‑shopping calls (5 per ADRC team) plus optional up‑to‑50 total calls. • Multilingual scenarios in Spanish and at least one other language (Vietnamese, Chinese, Korean, Russian). • Disability‑accessibility scenarios, including hearing‑impairment testing. • Email testing of at least 5 ADRC email touchpoints. • Deliverables: work plan, evaluation tools, dataset, draft & final reports, presentation, and optional follow‑up evaluation. • Contract period: Jan 25 2027 – Dec 30 2027; award expected Jan 25 2027. • Budget and pricing to be submitted; no ceiling disclosed.