Solicitations
ADVERTISEMENT INFORMATION
General Information
Department for this solicitation:
Procurement
Date Prepared:
11/14/19
Types:
RFI
Advertisement Type:
Service
Materials
Service & Materials
PW Construction
Agency Construction
Real Estate
Solicitation/Project#:
6100049411
Solicitation/Project Title:
Customer Experience (CX) Maturity Assessment
Description:
The Commonwealth is committed to improving digital interactions with citizens as well as individuals and entities that conduct business with or on behalf of the Commonwealth. Customer Service Transformation was launched to help the Commonwealth set a path forward to reaching this goal. Additional information can be found at: https://www.pa.gov/guides/customer-service-transformation/
To begin this transformational process the Commonwealth intends to have a Customer Experience (CX) Maturity Assessment performed to identify the current state of maturity and a roadmap to achieve the desired to-be state.
Before conducting a procurement to solicit a supplier to perform the assessment; the Commonwealth is seeking input from the marketplace through this Request for Information (RFI).
The purpose of the RFI is to survey the supplier community regarding best methods, cost models, and/or information needed to engage the marketplace for the Customer Experience (CX) Maturity Assessment.
The information gathered through this RFI will be taken into consideration as the Commonwealth determines its future strategy for customer engagement model(s).
The Commonwealth has provided an engagement overview document as Attachment A, Engagement Overview. This overview includes draft Requirements and additional supplementary information the Commonwealth will utilize to guide the assessment engagement. The Commonwealth is seeking feedback on Attachment B – Engagement Overview. See response instructions below for details on how to respond to this RFI.
Addendum 1 is being attached to extend the solicitation due date to 12/12/19 @ 4:00pm.
Addendum 2 is being attached with questions and answers.
Department Information
Department/Agency:
Office of Administration (under Governor's Office)
Delivery Location:
County:
Statewide
Duration:
Approximately 1 year
Contact Information
First Name:
Christopher
Last Name:
Price
Phone Number:
(XXX-XXX-XXXX)
717-214-7080
Email:
chrisprice@pa.gov
Solicitation Information
Bids must be received by the purchasing agency on the Solicitation Due Date no later than the Solicitation Due Time as set forth in the solicitation. Any conflict between the dates and/or times contained in the solicitation itself or its attachments and this advertisement shall be resolved in favor of the solicitation.
Solicitation Start Date:
11/18/19
Solicitation Due Date:
12/12/19
Solicitation Due Time:
4:00 PM
Solicitation Opening Date:
12/12/19
Solicitation Opening Time:
4:01 PM
Opening Location:
No. of Addendums:
2
Amended Date:
12/11/19
Related Solicitation Files
Original Files
Instructions.docx
Attachment A.docx
Attachment B.docx
Attachment C.docx
Exhibit A Trade Secret Form.pdf
Flyers/Addendums
Addendum 1 RFI 6100049411 Customer Experience (CX) Maturity Assessment.doc
Addendum 2 RFI 6100049411 Customer Experience (CX) Maturity Assessment.doc
RFI 6100049411 Vendor Questions & Answers.docx
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