Georgia Procurement Registry #PE-29016-NONST-2027-000000076

ARC seeks mystery-shopping evaluation of its Aging and Disability Resource Connection

The Atlanta Regional Commission is seeking an independent evaluation of how people experience its Aging and Disability Resource Connection (ADRC). - Buyer: Atlanta Regional Commission (ARC), Aging & Independence Services Department; serves Cherokee, Clayton, Cobb, DeKalb, Douglas, Fayette, Fulton, Gwinnett, Henry, and Rockdale counties. - Procurement: Mystery-shopping evaluation services; no specific OEMs or contractors are named in the opportunity. - Scope: Evaluate ADRC access and service through telephone, voicemail, and designated email channels, including the Platform 28 (P28) phone system. Scenarios should represent adults age 60 and older, adults with disabilities, and caregivers. - Evaluation areas: Phone-menu routing, response and connection times, abandoned calls, voicemail follow-up, time to complete requests, language interpretation, disability accessibility, staff professionalism and accuracy, follow-up effectiveness, and P28 reporting. Assess alignment with ADRC policies and Georgia Division of Aging Services Standards of Promptness. - Deliverables: Actionable findings and recommendations, a written report, and a presentation. ARC may authorize an optional second evaluation to assess corrective actions, measure improvements, and identify remaining gaps; price this phase separately. - Notable requirements: Demonstrated mystery-shopping and relevant evaluation experience, multilingual and accessibility capabilities, protection of sensitive information, HIPAA compliance, and execution of ARC’s Business Associate Agreement.

Description

The Atlanta Regional Commission is soliciting proposals from qualified firms to conduct a mystery-shopping evaluation of its Aging and Disability Resource Connection (ADRC). The work includes testing the Platform 28 telephone system and designated email touchpoints, assessing accessibility and responsiveness, reviewing staff adherence to policies and procedures, and evaluating follow-up against Georgia Division of Aging Services Standards of Promptness. The evaluation will examine the customer experience from initial contact through resolution, including response times, routing, accessibility, language interpretation, and staff performance. An optional follow-up round may be authorized to assess corrective actions and measure improvement.

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