The purpose of this RFI is to solicit technical and professional service narratives along with suggested [or “budgetary”] pricing information needed to successfully implement a comprehensive Voice of the Customer (VoC) program. The District strives to improve our overall customer experience by embracing an enterprise-wide focus on customers and organizing for success. To meaningfully drive change that improves our customer’s experiences we need to bolster our ability to actively engage with our customers. Hearing how their needs and expectations are evolving gives us opportunities to make informed decisions about where to best invest time and resources. The District is seeking a data-based approach for measuring specific elements of our customer’s experiences. Systematically capturing, analyzing, and acting upon customer feedback will allow us to quickly identify areas where we are missing the mark, better prioritize projects and initiatives, and measure the customer experience impact of specific changes to determine if they are having the intended impacts.
