Development Review Team Customer Service Training

The County of Sacramento is issuing Request for Proposal #98450 to procure administrative and instructional development services for designing and delivering a customized customer service training program for the Development Review Team, which comprises approximately 250 staff across Community Development, Transportation, and Water Resources departments. The selected consultant will be responsible for curriculum development, instructional design, and delivery of training materials aligned with the County's "Four Pillars" of Customer Service framework: Empathy, Responsive and Timely Service, Clear and Consistent Communication, and Empowerment. Key deliverables include designing an interactive training course tailored to the Development Review Team's business practices, developing comprehensive course materials and exercises, conducting 10-12 half-day in-person training sessions with no more than 30 participants per session, and providing one preliminary run-through for County leadership, with all training sessions to be completed by December 15, 2026. The first training session will be reserved for supervisorial staff and must include supplemental content on embedding customer service principles into performance management and accountability practices. Required qualifications include relevant experience and qualifications with government agencies, particularly in land development review; demonstrated qualifications of key personnel; proven training delivery methodologies; and professional references. Evaluation criteria include relevant experience with government agencies, qualifications of key personnel, training delivery methodologies, cost, and references, with the County reserving the right to conduct interviews with shortlisted proposers and award based on overall ability to meet RFP requirements rather than price alone. The RFP was released on May 11, 2026, with a question submission deadline of May 14, 2026, and a proposal submission deadline of May 21, 2026, at 2:00 p.m., with electronic submission required via OpenGov Procurement.

The RFP does not identify set-aside designations or restrictions limiting organizational types, and no incumbent vendors or current contractors are listed in the available documentation. Proposals must not exceed 15 pages and must include a cover letter, organizational profile, qualifications statement, conceptual service delivery plan, project manager identification, key staff resumes, narrative of relevant experience, and a detailed cost proposal reflecting all personnel, materials, services, and travel expenses. Optional services—including future training for new hires and biennial refreshers, as well as a Train-the-Trainer program—must be priced separately in the cost proposal. The selected consultant must be classified as an independent contractor, execute the County's standard consulting agreement, obtain approval from the County Board of Supervisors before contract effectiveness, and maintain comprehensive insurance coverage including commercial general liability of at least $2,000,000 per occurrence and professional liability of no less than $2,000,000 per occurrence. All course materials will become the property of the County pursuant to the work product ownership provision of the consulting agreement. The specific award value or budget range is not disclosed in the available RFP documents, though compensation will be structured according to Exhibit C of the consulting agreement with a maximum total payment amount to be specified by the County.