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

**Site registration and application approval must be done prior to submitting a proposal.** The Atlanta Regional Commission (ARC) is soliciting proposals from qualified firms with demonstrated expertise in mystery shopping, secret shopping, customer-experience evaluation, call-center assessment, accessibility testing, and related customer-engagement services. The selected Contractor will evaluate the accessibility, responsiveness, and overall customer experience of ARC�s Aging and Disability Resource Connection (ADRC). The evaluation will include testing ARC�s Platform 28 (P28) telephone system and designated email touchpoints, reviewing staff adherence to applicable policies and procedures, and assessing follow-up against the Georgia Division of Aging Services (DAS) Standards of Promptness. **GO TO https://procurement.atlantaregional.org/opportunities/rfp823-shopper-mystery-shopping-adrc/ FOR ADDITIONAL INFORMATION** **All documents must be combined and submitted as one for a complete proposal.**