Managed care secret shopper surveys

The State of South Carolina, through the Department of Health and Human Services (SCDHHS), is seeking an independent entity to conduct quarterly secret shopper surveys on the state's Medicaid Managed Care Organizations (MCOs). The purpose of this contract is to monitor the accuracy of MCO provider directories and identify accessibility barriers faced by Medicaid beneficiaries. The selected contractor will be required to develop a secret shopper plan, complete a minimum of 1,000 calls per month and 4,000 calls per quarter, and provide monthly reports on the call data and results. The contract term is estimated to be from October 1, 2024 to September 30, 2029, with an initial two-year term and three one-year renewal options. Evaluation criteria will consider the offeror's technical approach, pricing, and qualifications/experience, with the award going to the highest ranked, responsive, and responsible offeror.

The procurement does not appear to have any set-aside designations or restrictions on the types of organizations that can respond. There is also no indication of any incumbent vendors or current contractors, nor any specific technology requirements for integration. The RFP does not provide any details on the potential award value or budget range for this contract opportunity.