OPM -DTMB Customer Satisfaction Survey Program

The Michigan Department of Technology, Management and Budget (DTMB) IDV establishes a comprehensive customer satisfaction measurement program designed to enhance state service delivery. Under this vehicle, the contractor delivers two integrated projects: development, administration, and analysis of a biennial online customer satisfaction survey targeting approximately 47,000 State of Michigan employees across 23 executive branch agencies, and consulting services to establish a department-wide customer satisfaction measurement strategy covering approximately 40 services. The IDV encompasses full survey lifecycle management, including survey design, deployment, data collection, and analytical reporting, with firm pricing and structured deliverables to support DTMB's strategic objectives in understanding and improving employee satisfaction and service quality across the state.

Guidehouse Inc. serves as the prime contractor for this indefinite delivery vehicle awarded by the Michigan Department of Technology, Management and Budget under solicitation #171 220000000032. The contract was executed on March 4, 2022, with an initial term through March 3, 2024, and includes four optional one-year renewal periods at the State's discretion. The total estimated contract value is $194,930 with firm, fixed pricing for the entire contract term. The contract covers Michigan state-level procurement and includes comprehensive performance standards, service-level agreements with performance credits for non-compliance, and stringent data security requirements including FedRAMP authorization or annual SSAE 18 SOC 2 Type II audits, NIST compliance, and encryption standards. Guidehouse operates with subcontractor support from PricewaterhouseCoolers Advisory Services LLC and Qualtrics LLC for technology and analytics capabilities.