D- Reference.docx

BID # S-91400-00017528 Language & Accessibility Services Attachment D

ATTACHMENT D - REFERENCE CONTACT

Thank you for providing a reference for the Proposer. Your feedback is an important component of the evaluation process. Please respond to the following questions based on your direct experience working with the Proposer. Your responses should reflect the accuracy, quality, and reliability of the Proposer’s performance during the period of service you received. For any questions regarding this form or the reference process, contact OHCS Procurement & Contracts Specialist Andrea Gentry at Andrea.Gentry@hcs.oregon.gov or 971‑272‑5546.

Note: This form must be returned to OHCS by the proposer as part of their RFP submission by the due date and time specified in the RFP.

Proposer Name: Click or tap here to enter text.

REFERENCE ENTITY

REFERENCE QUESTIONS

1. Please provide a brief description of the services the Provider delivered to your organization, including the type of services provided and the duration of the work. Include any key responsibilities or deliverables that help illustrate the vendor’s role.

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2. Customer Service Responsiveness

• How responsive was the Provider to your inquiries, concerns, or requests?

• Did the Provider communicate promptly when issues or delays arose?

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3. Quality and Performance Expectations

• To what extent did the Provider meet the quality and performance expectations outlined in your contract or project scope?

• Were deliverables completed on time and to the expected standard?

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4. Based on your experience, how satisfied were you with the Provider’s performance overall?

• How would you describe the Provider’s communication quality, clarity, and reliability throughout the project?

• Would you choose to work with this Provider again?

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ATTACHMENT D- REFERENCE CONTACT

The reference shall complete the entire Reference Form in full and return the completed form directly to the Proposer who issued the request.

Proposer Name:

Reference Entity: _________________________________________________ Address: __________________________________________________ Reference Contact Name: __________________________________________________ Contact Telephone Number __________________________________________________ Contact Email Address __________________________________________________ Date of Services __________________________________________________

Description of Services Provided (including culturally responsive services):

Please rate each question below on a scale of 0 to 10. Review the scoring guide provided before assigning ratings to any criterion.

1. Customer Service Responsiveness 0-3 ☐ 4-6 ☐ 7-8 ☐ 9-10 ☐

2. Quality and Performance Expectations 0-3 ☐ 4-6 ☐ 7-8 ☐ 9-10 ☐

3. Problem Solving and Communication 0-3 ☐ 4-6 ☐ 7-8 ☐ 9-10 ☐

4. Overall Satisfaction 0-3 ☐ 4-6 ☐ 7-8 ☐ 9-10 ☐

1. Customer Service Responsiveness

2. Quality and Performance Expectations

3. Problem Solving and Communication

4. Overall Satisfaction

10–9 – Excellent Reference feedback is consistently strong across all areas. Proposer demonstrates high responsiveness, reliably meets or exceeds quality and performance expectations, and communicates and resolves issues effectively. No concerns identified.

8–7 – Good Reference feedback is mostly positive with only minor or isolated concerns. Proposer generally meets quality and performance expectations, is responsive, and communicates well.

6–4 – Fair / Mixed Reference feedback indicates notable concerns. Proposer shows inconsistent responsiveness, variable quality or performance, or challenges in communication or problem‑solving.

3–0 – Poor Reference feedback reveals significant concerns. Proposer is unresponsive, fails to meet expectations, or demonstrates poor communication or problem‑solving. Reference would hesitate to work with the contractor again.