NIGP 96120: Customer Service Evaluation Services

NIGP 96120 Customer Service Evaluation Services, an Item code, encompasses evaluation and assessment services for programs, operations, and customer-facing functions within state and local government. Recent state and local solicitations under this code reflect a broad range of evaluation work: program outcome assessments for education and workforce initiatives, customer experience program design and implementation, service quality monitoring and feedback analytics, healthcare program evaluation, and call center quality assurance. The code draws activity from state education and workforce agencies, counties, cities, and special authorities including transit and aviation bodies. The Texas Education Agency has posted multiple evaluation solicitations under this code over the past three months, establishing itself as a repeat buyer for educational program assessment work.

Issuing bodies span state departments of education and workforce agencies, county health and utilities departments, city governments, independent school districts, and public authorities operating airports and transit systems. Recent opportunities show the Texas Education Agency procuring statewide program evaluations for afterschool centers and instructional materials review processes; Pinellas County (Florida) seeking healthcare program evaluation services; Seminole County Utilities (Florida) issuing an RFP for call monitoring and quality assurance; the Superior Court of Los Angeles County procuring customer experience program design and implementation consulting; the City of Atlanta Department of Aviation preparing a procurement for a social media and customer feedback dashboard; and Workforce Solutions Alamo (Texas) soliciting proposal evaluators for workforce development programs. Activity concentrates in Texas, Florida, California, and South Dakota, with scattered opportunities in other states. Representative recent work includes the Texas Education Agency's RFP 701-26-018 for evaluation services on the 21st Century Community Learning Centers program (due June 3, 2026, $1.5 million fixed-price over five years); Seminole County Utilities' RFP-5150-26/LTT for call monitoring and quality assurance (due March 11, 2026, fixed-fee structure with monthly unit pricing); and the Superior Court of Los Angeles County's RFP 2026037 for customer experience program design and implementation consulting (proposals due May 7, 2026, three-year contract with two optional renewal periods). Most recent solicitations carry multi-year terms and require vendors to demonstrate prior experience with similar government or public-sector evaluations, compliance with data security and accessibility standards, and ability to manage complex stakeholder engagement across multiple jurisdictions.