QUESTIONS RFQ MARKETING SURVEY_W Scott .docx

Questions: RFQ Marketing Survey for Customer Service

1. Which specific customer service departments will be surveyed? Utility

2. How many locations should be included in the survey and reporting? 1

3. Should we plan to facilitate the location-based training sessions (virtually or in person), or are we only expected to develop training materials? No

4. What are the anticipated start and end dates for the project? Procurement

5. Is there a required format for submitting the quotation, and should it be sent directly to you via email? Procurement

6. If available, is there a budget range or ceiling we should be aware of as we develop the quote? Is it required that we publish a budget?

7. The RFQ references an attached Scope of Work/Scope of Services document. I cannot locate that document. Can the City please provide it? Procurement

8. Does the City have a required format for responses? a. Is there a page limit? b. Are there specific sections (i.e., background, previous experience, staffing) the City would like bidders to include? Yes (background, previous experience, staffing) c. Should resumes be included? Yes

9. Is a lump sum all that is required for costs, or would the City like a detailed breakdown of costs? No

10. Can the City clarify who the intended survey participants are (e.g., those with City contracts, business owners, users of specific city services) and if there are services or departments the survey should focus on? Utility customers

11. Is there a preferred or maximum budget range? Not to exceed $10,000 (Is it required that we publish this info?)

12. There are six objectives listed. We have questions on two of them

1. Number four mentions facilitating training programs. Are you looking to find an approach through the survey, or should facilitation post-survey also be priced? If so, is there a desired amount of training? No

2. Number five mentions using social media tools to solicit feedback and conducting benchmarking studies. Is this a separate actionable item, or are you looking for questions in the survey to understand how people could engage with the city? If it’s the latter, are you open to a recommendation to make it a separate task as part of the award? Yes

13. How large is the current customer base, and what contact information or social media platforms (e.g., Facebook page, Google storefront) can we use to engage with them? College Park has approximately 10,000 utility customers; We have cell phones and emails for approximately 75%-93%; College Park has a Facebook social media platform

14. What measurements are you currently using to identify customer experience gaps, specifically detailing which touchpoints in the customer journey are well-measured and which lack measurement? We have no official measurement (William can also address or confirm)

15. How is your current data structured, and what are your key sources for data (e.g., raw tables, curated dashboards, survey results, anecdotes)? Please include any historical data sets, reports, or anecdotal records of customer feedback or satisfaction that can inform the survey design and analysis.n/a

16. For "Uncovering Positive Interactions," does the City have a preliminary understanding of which current touchpoints or services are already performing well from a customer satisfaction perspective, and why?n/a

17. What is the key service being provided through this team? Utility

18. How many different locations do you currently have, and is data available already grouped by site? 1

19. For training, are you looking for this to be conducted in person, virtually, or a mixture of both? (If a mixture, please provide approximate % in each). Virtual

20. The RFQ mentions "region-based training and development programs for service representatives." What is the geographic scope or definition of "region" for these training purposes within College Park? Are there specific areas with unique needs? No

21. What data do you have on your customer base using other brands? Please identify the specific direct or indirect competitors you currently count, and whose brand sentiment you are particularly keen to analyze.n/a

22. Since "social listening tools" are mentioned as part of competitive analysis, does the City have any existing social media policies or guidelines that the consulting firm would need to adhere to when engaging with public sentiment online or collecting data? City of College Park has a Communication’s Department that manages the Social Media engagement with customers and citizens.

23. Do you expect utilization of engineering resources to improve customer experiences, or are you focusing on manual processes with training and human behavior? What specific customer service areas or types of customer interactions are currently generating the most challenges or negative feedback for the City of College Park? Yes, improve customer experiences

24. Beyond collecting data, what are the City's current challenges in acting upon customer feedback to drive tangible improvements and achieve enhanced customer satisfaction? This includes any perceived internal barriers or limitations (e.g., staffing, technology, departmental silos) that might hinder the implementation of strategic recommendations. Staffing/Technology

25. Has the City previously undertaken any internal assessments or audits of its customer service processes or performance before issuing this RFQ? If so, what were the key findings or insights from those efforts? No

26. To what extent have customer comments or community engagement efforts (e.g., public meetings, suggestion boxes, direct feedback channels) influenced City decisions or service improvements in the past? What was the process for incorporating this feedback? In-person Town Hall meeting with the Mayor Council-create new service improvements from feedback

27. The RFQ calls for "strategic recommendations based on data analysis that can be implemented to drive positive results." What is the City's desired format or level of detail for these recommendations to ensure their practicality and ease of implementation within their operational structure? No specific format required

28. To facilitate "data-driven decision-making," does the City have existing internal resources or technical capabilities (e.g., data analysts, specific software) to receive, manage, and continuously analyze the experience management data generated from this project after the consultant's engagement concludes? No

29. The RFQ highlights "foster engagement among customers to advocate for the brand." What are the City's aspirations for the specific forms and scope of this customer advocacy following the project? For example, are you looking for online testimonials, participation in focus groups, or community ambassadorship? Improve customer relations

30. Regarding the desired outcome of a "culture of continuous improvement in customer service," what specific organizational changes or processes does the City envision putting in place to embed ongoing customer experience monitoring and enhancement efforts? Convenience of service delivery, Cost of service delivery, and Transparency information

31. Beyond the stated outcomes of enhanced satisfaction and loyalty, what is the single most impactful change the City hopes to achieve for its residents and businesses by conducting this customer service survey? Satified customer base

32. Concerning "Creating Collaborative Communities" and encouraging "customer participation in innovation programs," what types of innovation programs does the City specifically envision for customer involvement? Are there particular service areas where customer-led innovation is desired? No

33. Survey Population: What is the approximate size of the customer base to be surveyed? Does this include all city residents, service users, or specific customer segments? William Scott

34. Survey Methodology: Does the City have a preference for survey delivery methods (online, phone, mail, in-person, mobile app, etc.)? What response rate does the City consider successful? No

35. Timeline: What is the expected project duration from contract execution to final deliverable submission? Are there specific milestones or interim reporting requirements? 3-6 months

36. Baseline Data: Does the City currently conduct customer satisfaction surveys? If so, can historical data be provided for benchmarking purposes? At this time the City of College Park Customer Service department does not conduct customer satisfaction surveys

37. 5. Location-Specific Analysis: How many city service locations/departments should be included in the location-specific guidance component? Which departments/services are priority areas? One/Utility Customer Service Dept

38. Deliverables & Reporting Questions

39. 6. Report Format: What format is preferred for the comprehensive survey report (digital, printed, presentation deck)? How many copies/stakeholders should receive the final report?

40. 7. Training Materials: What format is expected for the frontline team training materials (online modules, in-person workshops, printed guides)? How many employees would participate in training? Unknown

41. 8. Strategic Framework: Should the "strategic framework for ongoing experience management" include implementation timelines, budget considerations, or resource allocation recommendations?Yes

42. 9. Data Ownership: Will the City retain full ownership of all survey data, analysis, and intellectual property developed during the project? Yes

43. Technical & Competitive Analysis Questions