Sound Transit Biddingo #QQ 0002-23

Sound Transit Seeks Annual ORCA Customer Satisfaction Survey Services

Sound Transit, through its Regional ORCA Operations Team (ROOT), is procuring professional services for the development, implementation, and ongoing maintenance of an annual customer satisfaction survey for the ORCA fare payment system. - Government Buyer: - Sound Transit (Regional ORCA Operations Team) - Based in Seattle, Washington - Scope of Services: - Design, execute, and maintain a comprehensive customer satisfaction survey for ORCA users across seven regional transit agencies - Survey to include 50-60 questions, multi-language support, and both online and offline implementation - Annual updates, data analysis, reporting, and on-demand research support - Data access for marketing and annual consultation included - Key Personnel and Labor: - Project Manager and Research Analyst roles, with fully burdened hourly rates - Estimated labor: 40 hours (Project Manager) and 100 hours (Research Analyst) in base year; 20/60 hours in each option year - Notable Requirements: - ADA compliance and survey accessibility for all ORCA customers - Data privacy and equal opportunity standards - Emphasis on diversity, small business, and DBE participation - Survey must segment by fare program, user type, and potentially reach non-ORCA riders to assess adoption barriers - Contract Structure: - Initial term of one year, with up to four one-year extension options - Non-exclusive contract; Sound Transit may procure similar services from other firms if needed - No specific OEMs or named vendors; open to qualified professional services firms

Description

Sound Transit is requesting quotes from firms to provide services related to the development, implementation, and ongoing maintenance of a customer satisfaction ORCA Survey. The contract term is one year with options to extend for four additional one-year terms. The procurement is for professional services including survey development and customer satisfaction analysis. The project is located in Washington State, USA, and the bid response was due by February 9, 2023.

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