2024_CA_44 ADD 2.pdf

1600 Battle Creek Road, Morrow, GA 30260

Customer Service Satisfaction Survey

ADDENDUM #2

DATE January 17, 2025

BID NUMBER 2024-CA-44

BID OPENING DATE January 24, 2025 at 3:00 p.m.

ADDENDUM MUST BE SIGNED AND INCLUDED IN YOUR RESPONSE TO THE RFP.

RFP 2024-CA-44 is hereby modified as follows. The following revisions of the referenced portions of the solicitation documents for the above-named project replace or supplement the previously issued document.

1. CCWA has received questions pertaining to this RFP. The questions and their resulting answers are attached hereto.

2. 2017 Transactional Impact Analysis has been added and is attached hereto as Exhibit A.

3. 2018 Relationship Impact Analysis has been added and is attached hereto as Exhibit B.

Where any original item, term, or requirement is not specifically amended, voided, or superseded by this addendum, it will remain in effect. This clarification is being provided to all known respondents.

Acknowledgment of receipt of this addendum must be signed and included in your proposal response.

COMPANY NAME

SIGNATURE

DATE

ADDENDUM #2

2025-CA-44 Customer Service Satisfaction Survey

QUESTIONS AND ANSWERS

Question #1: Incumbent – is there an incumbent who completed the previous survey(s)? a. Do they have a preference?

b. Why not use them again?

Answer: The incumbent is Metrix Matrix, Inc. They do not have preference for this solicitation. Based on the projected dollar amount, Clayton County Water Authority follows a competitive purchasing policy.

Question #2: One-time vs. tracking

a. Seeking a baseline – is that what you currently have?

b. Can we get a copy of the previous questionnaire?

c. Indicate this will be used for ongoing improvement—should it be tracked continuously to see the impact?

Answer:

a. Yes, the baseline will be from our previous 2016 results.

b. Please see Exhibit A, Transactional Impact and Exhibit B, Relationship Impact Analysis.

c. This survey should a be one (1) year process to ensure results are statistically valid.

Question #3: Proposal documents – format preference (i.e., Word vs. PowerPoint)

a. Are both a flash drive and two hard copies required?

Answer: The format preference is PDF. Yes, both a flash drive and 1 hard copy are required.

Question #4: Sampling

a. Are there specific samples required (i.e., new customers—past 12 months vs. more tenured)

b. Demos – only age and family size the only points of interest?

Answer: A: Residential Customers that have the following:

1. An active CCWA account for five (5) years or greater.

2. An established an account with CCWA within the past two (2) years.

3. An established an account with CCWA within the past one (1) year.

4: Non-pay disconnection customers should not be selected.

B: Yes, Age, Family size and would like to add, if possible, owner vs tenant.

Question #5: Customer service

a. What percent of CCWA customers have had contact with CCWA in the past 12 months?

b. What are the self-service options? Does CCWA know when these have been used—is it possible to send a survey to these customers?

c. Kiosks—Does CCWA know who and when they have been used? Is there a way to contact customers who have used them?

d. Can other service centers contact customers who have used them?

Answer:

A:

• Per IVR: 38%

• Per CSS: 45%

• Per Walkin: 9%

• Per Call Center: 15%

B: Via Customer Self Service portal and these customers can be identified for survey candidates.

C. Via Kiosk portal and these customers can be identified for survey candidates.

D: Information is unavailable at this time.

Question #6: Survey format – how were the previous surveys completed – email vs.

phone vs. mail

a. Does CCWA have customer emails, if so, how many?

b. Does CCWA have any measure of customer response to emails (i.e., reply, action taken, etc.)

Answer: A: Yes. We can run system report to determine exact number, but approximately 42% of our active customers.

B: There is no measure of customer response.

Question #7: Budget

a. Is there an existing budget for this?

b. What was the previous cost for the survey?

Answer: The budget and cost information are unavailable at this time.

Question #8: The ability to obtain the required response rate of sixty (60%) percent for customers who have had contact with CCWA— Does a target number of completed surveys work?

Answer: Yes.

Question #9: We understand that CCWA has more than 87,000 customers. How many of these are engaged customers who have contacted CCWA within the past year?

Answer: See answer to question 5.

Question #10: What contact details does the CCWA have for its customers?

Answer: Phone numbers, mailing addresses, and email addresses.

Question #11: What is the approximate split between residential and business customers?

Answer: Residential 90% and Non-Residential 10%.

Question #12: What firm(s) completed the 2014, 2016, and 2018 customer satisfaction surveys, and will the reports from these efforts be made available to the selected vendor?

Answer: Metrix Matrix was the awarded vendor. Yes, reports from previous surveys will be provided to the awarded Proponent.

Question #13: CCWA has established a team to investigate customer satisfaction levels and the best way to meet customer expectations. How many members are on this team?

Answer: Yes, there are four (4) CCWA customer service staff members assigned to this team.

Question #14: Are team members solely CCWA employees, members of the community, or others? Please describe their composition.

Answer: CCWA employees.

Question #15: Is there a target date for Spring 2025 CCWA hopes to complete this project?

Answer: One (1) year from awarded date.

Question #16: Is there a maximum project cost vendors are encouraged to remain below?

Answer: Information is unavailable at this time.

Question #17: How soon after the original effort in CCWA, interested in conducting a follow-up customer service satisfaction survey?

Answer: Information is unavailable at this time.

Question #18: On page 5, (2.4.1) it states that the proposer should turn in 1 original and 1 flash drive. Then on page 12 #6 it states that the proposer should turn in 1 original and 2 copies. Which one is correct?

Answer: Please provide one (1) original and one (1) flash drive.

Question #19: When we deliver the proposal to Clayton Water Department, is there a particular area or a name of a person to deliver it to?

Answer: A proposal package label was included in the RFP. Please attach to your submittal.

Question #20: Will the received RFP be stamped-in as a received document?

Answer: Yes, the submittal will be stamped-in when received.

Question #21: Are you requiring a copy of the proposer's Business License with this

RFP document?

Answer: Yes, please provide a copy of your firm’s business license.

Question #22: On page 13, #12 Does this requirement apply to this RFP for professional services?

Answer: No, however, this is standard CCWA language.

Question #23: CCWA in Section 2.6.2.4. requests the vendor to achieve a “…required response rate of sixty (60%) percent for customers who have had contact with CCWA.”

Answer: Yes, to ensure survey results are statistically valid.

Question #24: What defines “contact” in terms of past units of time and behavior?

Answer: Example for transactional survey is customer that has made contact with CCWA via phone, in-person or with field personnel within the last thirty (30) days.

Question #25: Should the design of this study be considered independently of potable water commercial users or should it be designed in such a way to facilitate the integration of the results of a satisfaction study of this commercial segment?

Answer: Our survey process is designed to gain information from our residential users.

Question #26: How can we get a copy of the last survey QNR, results, and methodology?

Answer: Please see Exhibit A, Transactional Survey.

Question #27: When 60% response rate is mentioned, does that mean of the entire population that uses CCWA water or of those sampled?

Answer: The needed response rate is to be statically valid for the survey process.

Question #28: Section 2.2: This section states that previous customer satisfaction surveys collected feedback from residential customers only. Is it correct that this 2025 baseline survey will also include residential customers only?

Answer: Yes.

Question #29: Section 2.3: Assuming the project kicks off on April 1, 2025, as planned, can you specify if there is a date when all deliverables must be completed?

Answer: See response to question #15.

Question #30: Section 2.4.1: What are your office’s hours of operation? (in case of courier delivery and/or signature confirmation services from USPS delivery)

Answer: Office Hours: 8:00am – 5:00pm

Question #31: Section 2.6:

Should the hard copies of the Proposal Package be printed single-sided or double-sided?

Does CCWA have a preferred font size and/or type for the Proposal Package response?

Should each Proposal Package be stapled, paper clipped, or combined in some other method?

“Each Proposal Package should be prepared and presented to include the information outlined below and be tabbed to denote the sections noted below.” To confirm, we assume that by “tabbed,” you mean that the package should include tabbed divider sheets. Is this correct?

And if so, do these divider sheets count towards the 40-page maximum?

Does a cover sheet and/or Table of Contents count towards the 40-page maximum?

Answer: Proposal should be single-sided. There is no preferred font size or type. Please do not staple the proposal. Dividers or cover pages are acceptable. Table of Contents, dividers, or cover pages do not count in the 40-page maximum.

Question #28: Section 2.6.2.6.3: Is it expected for the vendor to provide bi-lingual interviewers in languages other than English and Spanish?

Answer: Yes.

Question #29: Section 2.6.2.4: “Ability to obtain the required response rate of sixty

(60%) percent for customers who have had contact with CCWA.”

What were the response rates in previous iterations of this survey? What methods were used to obtain these response rates?

How does CCWA define response rate?

Answer: For pervious transactional survey data the methodology-target quota was recommended 400 completed surveys per quarter providing 95% confidence level with +/- 5% margin of error. Phone to Web was used in the past to capture information. Response rates need to provide statistical valid data/results

Question #30: Section 2.6.2.7.3: The RFP states that reporting should include

“Comparisons with similar utilities based on size and services offered.”

To confirm, is the vendor responsible for collecting applicable data for this comparison? How has this comparison been handled in previous years? What data sources were used?

Answer: Yes, vendor would be supplying the data, via report comparing us to similar water utilities or utilities in southeast, if possible. Not sure if this is achievable but is desired.

Question #31: Section 2.5.2.5 (under section 2.6.3 Project Understanding and

Approach): “We anticipate that the successful firm will engage in preliminary investigations of customer attitudes through various vehicles to include focus groups in order to develop effective content for the Survey.” Does CCWA have a preference regarding in-person vs. virtual focus groups?

Answer: No, we do not have a preference.

Question #30: Section 2.5.2.13 and 2.5.2.15 (under section 2.6.3 Project Understanding and Approach): Is it correct that this 2025 baseline survey will only be fielded to customers who have had contact with CCWA through the call center, walk-in, and field contact? (i.e., this will not be a survey fielded among all CCWA customers or a random subset of CCWA customers) Can you provide the average weekly number of customer contacts for CCWA’s call center, walk-in centers, and field contacts? Will sample be provided weekly or some other cadence? Approximately how many customer records should we expect to receive with each sample delivery? How long after the interactions will we receive customer sample?

Does CCWA have a preferred data collection period length (i.e., number of weeks/months)?

Can you provide an estimated percentage of customer contact records that will include an email address?

Can you provide an estimated percentage of records that will include a phone number?

Answer: CCWA will provide this information to the awarded Proponent.

Question #31: Section 2.5.3 (under section 2.6.3 Project Understanding and Approach):

Should references be included in the body of the RFP response AND in the Proposal Qualification Information Form?

Answer: Please provide references in both sections.

Question #30: Starting on page 8 of the RFP, the outline numbers under Section 2.6.3 begin with 2.5.2.4 (instead of starting with 2.6.3.1). Was this a formatting error?

Answer: Yes, this was a formatting error.

EXHIBIT A

2017 TRANSACTIONAL IMPACT ANALYSIS

SEE SEPARATE ATTACHMENT

EXHIBIT B

2018 RELATIONSHIP IMPACT ANALYSIS

SEE SEPARATE ATTACHMENT