Bilingual mystery shop program

The State of Georgia, through its Department of Human Services, is issuing an electronic Request for Proposals (eRFP) pursuant to the State Purchasing Act (O.C.G.A. 50-5-50 et seq.) to procure bilingual mystery shopping services. The primary objective of this procurement is to establish a contract with a qualified supplier to conduct a comprehensive and objective evaluation of the Department's effectiveness in providing language access services to constituents with Limited English Proficiency (LEP). The mystery shopper program will utilize trained professional interpreters who will simulate real-world client interactions across multiple service delivery channels to assess the availability, quality, accessibility, timeliness, and consistency of language access services. Key deliverables include structured evaluations that generate actionable insights to support continuous improvement, strengthen compliance with federal and state language access requirements, and enhance the overall client experience for non-English speaking populations. The RFP was posted on April 13, 2026, with a proposal due date of May 4, 2026. Qualified respondents must demonstrate experience in providing bilingual mystery shopping services and possess expertise in professional interpretation across relevant service channels.

The eRFP document does not specify set-aside designations, disadvantaged enterprise restrictions, incumbent vendors, current contractors, or existing technology infrastructure requirements that would need integration. Additionally, the procurement notice does not include a stated award value or budget range for this contract opportunity. Interested vendors should consult the complete eRFP documentation for any additional participation requirements, evaluation criteria, or financial parameters that may be specified in the full solicitation materials.