Georgia Supplier Systems #42700-DHS0000372

Georgia DHS Solicits Bilingual Mystery Shop Program Services for Language Access Evaluation

The Georgia Department of Human Services (DHS) is seeking a qualified supplier to deliver a comprehensive Bilingual Mystery Shop Program to evaluate language access services for Limited English Proficiency (LEP) constituents. - Government Buyer: - Georgia Department of Human Services (DHS), including the Office of Financial Services (OFS) - Accounts Payable, Atlanta, GA - Products/Services Requested: - Bilingual Mystery Shop Program (1 unit) - Professional interpreters simulate client interactions to assess language access services - Assessments cover in-person and telephonic interactions - Languages include Spanish, Amharic, Arabic, Vietnamese, Russian, Chinese, and others - Mystery Shopper On Site Surveys: - Spanish (Metro Atlanta Area): 15 assessments - Spanish (Outside Metro Atlanta Area): 72 assessments - Other Spoken Languages (Metro Atlanta Area): 15 assessments - Other Spoken Languages (Outside Metro Atlanta Area): 1 assessment - Mystery Shopper Over the Phone Surveys: - Spanish: 90 assessments - Other Spoken Languages: 22 assessments - Unique/Notable Requirements: - Ability to provide services in a broad array of languages - Compliance with federal and state language access mandates - Deliverables include a comprehensive mystery shopping plan, quality assurance plan, monthly reports, and actionable recommendations - Travel reimbursement per Georgia Mileage Rate - Preference for Georgia-based businesses - No specific OEMs or named vendors; this is a service-based solicitation - Place of Performance and Delivery: - Statewide across Georgia, with a focus on Metro Atlanta and other regions - Key locations include 47 Trinity Ave, 2nd Floor, Atlanta, GA 30334 (DHS offices)

Description

The Department of Human Services of Georgia is soliciting proposals to establish a contract with a qualified supplier to provide bilingual mystery shoppers. The program aims to conduct a comprehensive evaluation of the agency's effectiveness in providing language access services to constituents with Limited English Proficiency (LEP). Using trained professional interpreters as mystery shoppers, the program will assess the availability, quality, accessibility, timeliness, and consistency of language access services across multiple service delivery channels. The findings will support continuous improvement and compliance with federal and state language access requirements.

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