Georgia Supplier Systems #DHS0000372

Georgia DHS Bilingual Mystery Shopper Program for Language Access Evaluation

The Georgia Department of Human Services (DHS) is seeking a qualified supplier to deliver a comprehensive Bilingual Mystery Shopper Program to evaluate language access services for Limited English Proficiency (LEP) and Sensory Impairment (SI) constituents. - Government Buyer: - Georgia Department of Human Services (DHS), including the Office of Financial Services and LEP/SI Manager - Primary contact: Addrenna Latham - Products/Services Requested: - Bilingual Mystery Shop Program, including: - In-person and telephonic mystery shopping assessments - Use of trained professional interpreters as mystery shoppers - Coverage of multiple languages (e.g., Spanish, Amharic, Arabic, Vietnamese, Chinese, Korean, Russian, and more) - Monthly site visits and reporting - Data collection, quality assurance, and consultation/training for DHS staff - Compliance evaluation with federal and state language access requirements - Travel mileage reimbursement per Georgia state rates - Specific service line items and estimated quantities: - Mystery Shopper On Site Survey - Spanish (Metro Atlanta): 15 - Mystery Shopper On Site Survey - Spanish (Outside Metro Atlanta): 72 - Mystery Shopper On Site Survey - Other Languages (Metro Atlanta): 15 - Mystery Shopper On Site Survey - Other Languages (Outside Metro Atlanta): 1 - Mystery Shopper Over the Phone Survey - Spanish: 90 - Mystery Shopper Over the Phone Survey - Other Languages: 22 - Consultation/Training: 1 - Unique/Notable Requirements: - Assessments must objectively evaluate service quality, accessibility, timeliness, and compliance - Standardized scenarios and detailed reporting required - Quality assurance plan must be approved by DHS - Preference for Georgia-based businesses - Annual contract cycle with monthly deliverables and up to three one-year renewal options - No specific OEMs or commercial vendors are named; the opportunity is open to all qualified service providers with relevant language and evaluation expertise.

Description

This solicitation is an electronic Request for Proposals (eRFP) issued by the Department of Human Services to establish a contract with a qualified supplier to provide Bilingual Mystery Shoppers. The program aims to conduct a comprehensive, objective evaluation of the organization's effectiveness in providing language access services to constituents with Limited English Proficiency (LEP). The evaluation will be conducted through a structured Mystery Shopper Program using trained professional interpreters simulating real-world client interactions across multiple service delivery channels. The project assesses availability, quality, accessibility, timeliness, and consistency of language access services to support continuous improvement and compliance with federal and state requirements.

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