Sound Transit Biddingo #RP 0039-24

Sound Transit seeks customer research services for ORCA LIFT Regional Customer Research project

Sound Transit, the Central Puget Sound Regional Transit Authority, is seeking customer research services to support the ORCA LIFT reduced fare program. - Government Buyer: - Central Puget Sound Regional Transit Authority (Sound Transit) - Regional ORCA Operations Team for Customer Experience (ROOT CX) - Scope of Work: - Conduct surveys, focus groups, customer interviews, and user acceptance testing - Develop and validate new marketing and communications tools for ORCA LIFT - Provide in-person translation services for focus groups and interviews in Spanish, Chinese, Russian, Korean, Vietnamese, and Tagalog - Written survey translations handled by a separate consultant; coordination required - Participant recruitment and compensation (allowance up to $12,500) - All costs must be included in fully burdened rates - Products/Services Requested: - 150 hours of strategic and administrative consulting - 1 customer research plan, timeline, strategy, reporting, and results analysis - 1 larger online screening/opt-in survey - 3 smaller online surveys - 6 customer focus groups (with in-person translation) - 10 in-depth customer interviews (with in-person translation) - 10 in-depth agency partner/staff interviews - Participant compensation allowance (up to $12,500) - Unique/Notable Requirements: - Multi-language support for in-person sessions - Coordination with separate written translation consultant - Compliance with Sound Transit's diversity and equal employment opportunity programs - Work authorized via Task Orders with negotiated scopes and budgets - No specific OEMs or product part numbers are mentioned, as this is a services-based solicitation.

Description

Sound Transit is requesting proposals from firms to provide customer research services including surveys, focus groups, customer interviews, and user acceptance testing. The goal is to develop new and improved marketing and communications tools for the ORCA LIFT reduced fare program and validate these improvements with customers such as riders and human service agencies. The contract term is expected to last approximately sixteen months from the date of contract execution. Proposers are encouraged to attend a virtual pre-proposal meeting for more information.

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