This Request for Quotes (RFQ) is issued by the Ohio Department of Job and Family Services (ODJFS), Office of Contracts and Acquisitions (OCA), on behalf of the Office of Unemployment Insurance Operations’ (OUIO). The purpose of this RFQ is to solicit quotes for Unemployment Insurance (UI) Customer Experience (CX) Transformation Services (UI-CX). The selected Contractor will assist ODJFS and the Agency’s other contract partner(s) to modernize and improve the holistic UI customer experience across UI programs, especially the Unemployment Insurance Benefits Transformation (UIBT) system integration project. The State seeks a contractor to evaluate existing customer experiences, identify opportunities for improvement, co-design using human-centered design principles, and assist ODJFS and other partner firms with implementing tactical and strategic approaches to achieve best-in-class delivery of customer experiences (the “Work”). This CX work will result in improved experiences for our internal and external UI customers as they engage with ODJFS across multiple channels. If a suitable single Offeror response is accepted to perform the Work, ODJFS may enter a contract (the “Contract”) to have the selected Offeror (the “Contractor”) perform all or part of the Work for UI-CX Transformation services.
