Customer Experience Survey Development & Management

The Nevada Department of Employment, Training and Rehabilitation (DETR) is seeking a vendor to develop and manage a comprehensive Consumer Experience Survey for its Vocational Rehabilitation program. The solicitation, numbered 90DETR-S3423, requires the selected contractor to design and administer surveys for three distinct consumer populations: BVR and BSBVI General Caseload Consumers, BVR and BSBVI Transition Student Consumers, and BSBVI's Older Individuals Who Are Blind. The survey will be conducted at four-month intervals, focusing on measuring consumer satisfaction, service quality, and employment outcomes. Key deliverables include developing survey questions, utilizing multiple communication modes, ensuring ADA accessibility, and producing annual reports with comprehensive data analysis. The evaluation criteria will be weighted as follows: 30% for experience and organizational capacity, 25% for RFP term conformance, 25% for expertise of project leads and staff, and 20% for cost. Proposals are due by 2:00 pm on September 22, 2025, with an estimated evaluation period from September 22 to October 5, 2025, and an anticipated notice of award on or about November 24, 2025. The contract is expected to have a four-year term, commencing on an estimated date of December 9, 2025, subject to Board of Examiners' approval.

The procurement offers a 5% preference for Nevada-based businesses and includes inverse preference provisions. To be eligible, vendors must be registered on nevadaepro.com, hold a valid Nevada business license, and maintain an active Sam.gov registration. While no specific incumbent vendors are mentioned, the solicitation requires comprehensive insurance coverage, including Commercial General Liability ($2M aggregate, $1M per occurrence), Automobile Liability ($1M combined single limit), Workers' Compensation with statutory coverage, and Professional Liability/Errors and Omissions ($1M per claim, $2M annual aggregate). The state mandates that Nevada be named as an additional insured, with insurers licensed in Nevada and holding an A.M. Best rating of at least A-VII. Although the exact contract value is not explicitly stated, the detailed cost schedule and evaluation criteria suggest a significant budget allocation for this multi-year survey development and management project. Subcontractors are permitted, but must complete the same vendor information and reference documentation as the primary contractor. The procurement emphasizes fair competition, equal opportunity, and maintaining high standards of vendor performance and ethical conduct.