MoDOT Customer Satisfaction Survey

The Missouri Department of Transportation (MoDOT) and Missouri Highways and Transportation Commission (MHTC) are seeking qualified organizations to conduct a Customer Satisfaction Survey study through a Request for Proposal (RFP605CO20000473). The primary objective is to provide an independent evaluation of customer satisfaction with MoDOT's customer relations, focusing on interactions through phone, email, website, letters, and social media. The survey will assess how MoDOT handles customer inquiries, including the clarity of responses, staff politeness, and response timeliness. Proposals are due by September 30, 2019 at 2:00 PM CDT, with a contract period running from January 2020 through December 2021 and options to extend for two additional one-year periods. The evaluation criteria will include 45 points for experience, expertise, and reliability, 35 points for proposed fee, and 20 points for overall clarity and quality of the proposal. Respondents must be registered in the MissouriBUYS system and are limited to 10 single-spaced pages in their proposal, which must demonstrate statistical validity methods and include detailed information about personnel qualifications and references.

The RFP encourages participation from Minority Business Enterprises (MBE) and Women Business Enterprises (WBE), with target participation goals of 10% MBE and 5% WBE. Eligible respondents include private consultants, universities, and research organizations, with specific requirements for insurance coverage, including general liability of $500,000 per person and $3,000,000 per occurrence, and automobile liability with the same limits. While no specific budget range is explicitly stated, the RFP requires a firm fixed-price proposal for the initial contract term, with provisions for potential percentage increases during renewal periods. Vendors must comply with various state and federal requirements, including enrollment in the federal E-Verify program and providing proof of lawful presence. The successful contractor will be responsible for conducting customer surveys beginning in January 2020, utilizing various survey methodologies to ensure statistical validity and comprehensive feedback on MoDOT's customer service performance.