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Basic Information

Reference Number

0000201922

Issuing Organization

Denver Water Procurement

Owner Organization

External Affairs

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

503498

Title

Customer Care/Maintenance Tracking Surveys, End User Baseline Surveys RFP

Source ID

PU.AG.USA.1412.C2701876

Details

Location

United States, Colorado, Denver County

Purchase Type

Term: 01/01/2019 12:00 AM MST - 12/31/2021 12:00 AM MST

Piggyback Contract

Description

Denver Water currently uses a third-party consultant to administer its quarterly tracking surveys and bi-annual (every other year) End User baseline and Distributor surveys, and to provide detailed analysis of the survey results, with the following objectives:

Provide reliable, actionable results that measure the overall customer experience
Identify the key drivers of customer satisfaction and to help Denver Water understand what matters most to its customers
Identify areas of customer dissatisfaction
Identify changes in question and issue handling
Measure brand perceptions and correlation with overall customer satisfaction
Identify improvements that will yield the highest return on investment for improving customer satisfaction
Track and report overall customer satisfaction and loyalty against prior results

Denver Water is seeking Proposals from qualified candidates to provide professional services to continue this work for the next three (3) years, with an anticipated agreement start date in early December 2018. Denver Water internal key stakeholders who have ownership for planning and implementing actions to improve the customer experience use results of the survey analysis to operationalize plans to address selected customer experience priorities. Denver Water may extend the agreement for an additional two years.

Dates

Publication

10/25/2018 11:50 AM MDT

Question Acceptance Deadline

11/01/2018 03:00 PM MDT

Questions are submitted online

Closing Date

11/12/2018 03:00 PM MST

Contact Information

Brandon Maulis

303-628-6485

Brandon.Maulis@Denverwater.org

Buyer Preferences, Guidelines & Requirements

Award Requirements

- All or None Award

Bid Submission Process

Bid Submission Type

Physical Bid Submission