Specifications include, but are not limited to: Region 4 ESC is requesting proposals from Contractors to provide Participating Public Agencies with comprehensive feedback and customer service solutions for schools. Products and services may include or address the following challenges, but products and services are not limited to those products, services, or addressable challenges the listed below: A. Consolidation of multiple solutions that create silos of information into a single comprehensive system with a common database, role-based access, and dashboards to assess and react to information in real-time. B. Consolidation of multiple channels (phone, web, email, social media, in-person meetings, letters, mobile) into a single omni-channel system that tracks every interaction/dialogue through its entire lifecycle and reports key performance indicators of customer service. C. A combination of always-on feedback where the customer chooses the topic of discussion and deep listening initiatives on specific topics. D. Use of multiple modalities of deep listening to include focus groups, design and professional development workshops, design sprints, census surveys, etc. to invite feedback from every impacted stakeholder. E. Competition for market share through charter schools, school voucher, and other such vehicles. F. The rise of local, state & federal requirements for greater parental engagement and transparency. G. The loss of control over the narrative of education due to the emergence of social media. H. Consolidating frequent, random, ad-hoc surveys that can lead to over-surveying and survey fatigue into few, comprehensive surveys with expert content to support strategic objectives while helping survey participants provide candid feedback in a safe trusting environment. I. Using feedback along with best practices discovered through literature reviews and industry expertise to implement change that has high level of buy-in from impacted stakeholder groups. J. Retooling communication from an outbound activity that elicits very low open/read rates to one that invites feedback on issues and topics of importance to customers. K. Transformation or modernization of infrastructures. L. Solutions and tools to make help make strategic business decisions.
