RFP823 - Secret Shopper/Mystery Shopping Evaluation of the Aging and Disability Resource Connection

The Atlanta Regional Commission (ARC) is soliciting proposals for RFP823 to engage a qualified firm to conduct a secret shopper and mystery shopping evaluation of the Aging and Disability Resource Connection (ADRC). The selected contractor will assess the accessibility, responsiveness, and overall customer experience of the ADRC by testing the Platform 28 telephone system and designated email touchpoints. A primary objective is to evaluate staff adherence to policies and the Georgia Division of Aging Services (DAS) Standards of Promptness, specifically regarding contact initiation within two business days and assessment completion within ten business days. The project requires the delivery of a work plan, evaluation protocols, a comprehensive dataset, a draft summary audit report, and a final presentation of findings. The contract is subject to strict compliance with HIPAA, the Americans with Disabilities Act, Section 504 of the Rehabilitation Act, and Title VI of the Civil Rights Act. Key performance milestones include the completion of mystery shopping activities by April 15, 2027, and the submission of the final report and presentation by June 15, 2027. Proposals must be submitted as a single PDF or Word document via the ARC procurement portal by December 29, 2026, and must not exceed 15 pages. Evaluation will be based on a variety of factors, including set-up fees, unit costs for phone and email evaluations, and the overall reasonableness and value of the proposal, rather than strictly the lowest price. Site registration and application approval on the procurement portal are mandatory prerequisites for submission.