Customer Service Training/Direct Solicitation FY25

The Michigan Department of State (MDOS) is conducting a Direct Solicitation (DS 250000000022) for a comprehensive Customer Service Training program targeting approximately 700-800 public-facing employees across branch and call center environments in Lansing and Detroit. The procurement seeks a vendor to develop and deliver a human-centered Customer Experience (CX) training initiative focused on enhancing staff soft skills, including active listening, empathy, conflict resolution, and interpersonal communication. The primary deliverables include an initial comprehensive training session and a subsequent Train-the-Trainer (TTT) component where 20 staff members will be identified to continue internal training efforts. Evaluation criteria will be weighted across product quality (35%), service capabilities (20%), additional requirements (15%), and vendor qualifications (30%), with a minimum technical score of 80 points required to proceed to pricing evaluation. The solicitation was issued on April 22, 2025, with the original proposal due date of May 6 extended to May 8, 2025, and an anticipated contract start date of June 4, 2025.

The solicitation appears to be open to prequalified vendors, with a specific vendor pool of 32 contractors. While no specific set-aside designations are explicitly mentioned, the contract will require providers to offer both in-person and virtual training options, with a preference for in-person training in Detroit and Lansing. Although the exact budget is not disclosed, the contract will require bidders to provide a lump sum fixed price using hourly rates from their original contract. The procurement addresses significant customer service challenges, including 24% poor ratings and 564 customer complaints, indicating a strategic initiative to transform service delivery from transactional to relational. The contract is expected to be multi-year, with potential future phases addressing organizational design, digital tools, policy updates, and performance management to enhance overall customer experience. Vendors will need to demonstrate capabilities in developing a customer-centric training approach that can be sustained through internal Train-the-Trainer mechanisms.