_3 Appendix B _ Optimizing Staff RFQ _ Refere.pdf

Customer Service Staffing Optimization RFQ No. 27-001

Appendix B - Reference Questionnaire

March 5, 2026 Page 1

CONFIDENTIAL AND PROPRIETARY

This document contains confidential commercial, financial, and proprietary information submitted to the State Road and Tollway Authority (SRTA) solely for the purpose of evaluating vendor qualifications.

Confidentiality Notice:

Information provided in this questionnaire will be used solely for procurement evaluation purposes and may be subject to applicable public records laws. Respondents should clearly mark any proprietary or confidential information and provide a redacted version suitable for public release if required.

This form is designed to gather information about the proposed vendor listed below to assist the State Road and Tollway Authority (SRTA) in evaluating qualifications and past performance.

Please complete all applicable sections and return the form via email to procurement@srta.ga.gov by the response due date indicated in the RFQ.

Vendor Information

Name of Proposed Vendor:

Reference Contact Information

Name:

Title:

Agency/Organization:

Business Address:

Email:

Phone:

mailto:procurement@srta.ga.gov

Appendix B - Reference Questionnaire

March 5, 2026 Page 2

CONFIDENTIAL AND PROPRIETARY

the State Road and Tollway Authority (SRTA) solely for the purpose of evaluating vendor qualifications.

Relationship and Role

Briefly describe your role and responsibilities in working with the above vendor, including the nature of your interactions and level of involvement.

March 5, 2026 Page 3 the State Road and Tollway Authority (SRTA) solely for the purpose of evaluating vendor qualifications.

Contact History

Has this vendor provided services to your organization within the past five (5) years?

Yes ☐

No ☐

If yes, please describe the services performed and identify the primary vendor personnel your organization interacted with during the engagement. Indicate whether those individuals are still employed by the vendor, if known.

What was the approximate length of the engagement (years)?

Appendix B - Reference Questionnaire

March 5, 2026 Page 4

CONFIDENTIAL AND PROPRIETARY

the State Road and Tollway Authority (SRTA) solely for the purpose of evaluating vendor qualifications.

1.1 Performance Evaluation

Using a scale of 1 (Poor) to 5 (Excellent), please rate the vendor in the following areas:

Evaluation Area 1 2 3 4 5

Responsiveness ☐ ☐ ☐ ☐ ☐

Communication ☐ ☐ ☐ ☐ ☐

Technical Expertise ☐ ☐ ☐ ☐ ☐

Execution of Customer Service Center Operations ☐ ☐ ☐ ☐ ☐

Quality of Deliverables ☐ ☐ ☐ ☐ ☐

Adherence to Schedule ☐ ☐ ☐ ☐ ☐

Adherence to Budget ☐ ☐ ☐ ☐ ☐

Professionalism ☐ ☐ ☐ ☐ ☐

Collaboration ☐ ☐ ☐ ☐ ☐

Responsiveness to Feedback ☐ ☐ ☐ ☐ ☐

Appendix B - Reference Questionnaire

March 5, 2026 Page 5

CONFIDENTIAL AND PROPRIETARY

the State Road and Tollway Authority (SRTA) solely for the purpose of evaluating vendor qualifications.

1.2 Challenges and Lessons Learned

Describe any challenges experienced during the engagement and how they were addressed.

Appendix B - Reference Questionnaire

March 5, 2026 Page 6

CONFIDENTIAL AND PROPRIETARY

the State Road and Tollway Authority (SRTA) solely for the purpose of evaluating vendor qualifications.

1.3 Professionalism, Collaboration, and Responsiveness

Describe the vendor’s professionalism, collaboration, and responsiveness throughout the engagement. In your response, comment on the quality of communication, effectiveness of issue resolution, and overall working relationship with your organization. Include specific examples where applicable.

March 5, 2026 Page 7 the State Road and Tollway Authority (SRTA) solely for the purpose of evaluating vendor qualifications.

1.4 Future Consideration

Would you engage this vendor again for similar work in the future? Yes ☐

No ☐

Please explain your response.

March 5, 2026 Page 8 the State Road and Tollway Authority (SRTA) solely for the purpose of evaluating vendor qualifications.

1.5 Additional Comments

Please share any other feedback or remarks that may assist SRTA in its evaluation.