Customer Service Training/Direct Solicitation FY25

The Michigan Department of State's Bureau of Quality & Customer Experience (BQCX) is seeking a vendor to develop and deliver a comprehensive customer experience (CX) training program through a Direct Solicitation (DS) for Customer Service Training FY25. The procurement targets improving customer service quality across MDOS branches and call centers, with training required for approximately 700 public-facing employees. The primary deliverables include a multi-year contract encompassing continuous learning resources and a Train the Trainer (TTT) program for 15-20 trainers, focused on enhancing soft skills, interpersonal tools, and customer-centric approaches. Training will be organized in groups of 25 participants, addressing current service challenges revealed by poor customer ratings (24% poor, 3% satisfactory) and secret shopper assessments. The solicitation's key dates include an issue date of April 22, 2025, with proposals due by May 6, 2025, and an anticipated contract start date of June 4, 2025. Evaluation criteria will be based on a technical assessment scoring vendor qualifications, with proposals needing to achieve a minimum of 80 points, and the contract awarded to the bidder offering the best value.

The solicitation does not explicitly specify set-aside designations or restrictions for disadvantaged enterprises. Pricing for the contract will be based on hourly rates from existing pre-qualified contracts, with bidders required to submit a lump sum fixed price not-to-exceed amount. While specific budget ranges are not detailed in the documentation, the project aims to address significant service delivery gaps and improve the MDOS public image by building trust with Michigan residents. The ultimate goal is to equip staff with enhanced empathy and cultural awareness, transforming the public-facing service culture. The comprehensive training program will be structured to provide continuous learning opportunities, with a particular emphasis on developing internal training capabilities through the Train the Trainer component. No incumbent vendors or existing technological infrastructure requirements are explicitly mentioned in the provided documentation.