Insurance Corporation of British Columbia Bonfire #NRFP 8739A

ICBC Seeks Integrated Customer and Employee Experience Survey Platform

The Insurance Corporation of British Columbia (ICBC) is seeking proposals for a comprehensive Customer and Employee Experience Survey Platform. - Government Buyer: - Insurance Corporation of British Columbia (ICBC) - Products/Services Requested: - Integrated platform for customer experience (CX) and employee experience (EX) measurement - Capabilities must include: - End-to-end survey management for both customer and employee feedback - Support for employee engagement surveys (census and pulse), diversity/equity/inclusion/belonging measurement (with intersectional analysis), lifecycle surveys (applicant/candidate, onboarding, stay, exit), and ad hoc targeted research - Advanced analytics, configurable dashboards, and reporting tools for actionable insights - Protection of respondent confidentiality - Implementation services, onboarding, training, troubleshooting, and enablement of new features - Ongoing technical support - OEMs and Vendors: - No specific OEMs or vendors are named in the solicitation - Unique or Notable Requirements: - Platform must be enterprise-level, secure, and capable of maintaining and improving current survey capabilities - Emphasis on automation, analytics, and confidentiality - Must support both customer and employee experience measurement in a single integrated solution

Description

This NRFP seeks a qualified vendor to provide an integrated, end-to-end customer experience measurement solution to support ICBC's survey and reporting needs. For employee experience, the solution must offer a secure enterprise survey platform that maintains current capabilities and introduces improvements such as automation, analytics, and reporting. The platform should support various employee surveys including engagement, diversity and inclusion, lifecycle, and ad hoc research. Additionally, it must provide configurable dashboards and analytics for insights and decision-making while ensuring respondent confidentiality, along with implementation and ongoing technical support.

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