Voice of Customer Platform

The Vendor is required to provide for a Voice of Customer (VoC) Platform solution that integrates feedback collection, analysis, and action into a single solution to understand and improve the Customer Experience (CX).
- This includes gathering feedback from various sources, such as direct surveys, indirect feedback like social media, and inferred feedback like transactional data.
- County has identified three (3) primary user types that the selected vendor must support through appropriate platform functionality, training, and user experience (UX) design: 
•    Residents and services customers (users).
•    County employees managing surveys.
•    County employees responding to internal engagement surveys.
- Voice of Customer Platform that will support the following objectives: 
•    Capture Comprehensive Feedback: Gather and process input from citizen and employees across multiple channels, including feedback, concerns, and suggestions. 
•    Build Public Trust: Strengthen transparency, accountability, and responsiveness to enhance trust in local government. 
•    Enhance Community Engagement: Show residents that their input drives meaningful improvements, encouraging greater participation. 
•    Drive Service Excellence: Provide County staff with timely, actionable feedback to support continuous improvement and a culture of service. 
•    Seamless Integration: Embed feedback tools into existing County services, processes, and communications without disruption. 
•    Promote Representative Feedback: Ensure input from all populations is effectively collected and addressed.
•    Support Data-Informed Decisions: Use feedback to shape performance targets, employee training, and service delivery improvements across departments.
- Provide a comprehensive VoC Platform that includes the following capabilities: 
•    Multi-Channel Feedback Collection: Enable residents and employees to share input through a variety of direct and indirect feedback channels, including web, mobile apps, social media, phone, email, public meetings, and kiosks. The solution must support Americans with Disabilities Act (ADA) accessibility and ensure representative participation.
•    Feedback Analysis and Insights: Analyze both structured and unstructured feedback to identify trends, sentiment, and areas of concern. The platform should support demographic and geographic analysis to help detect disparities or services gaps. 
•    Actionable Case Management: Facilitate triage and resolution of feedback through integrated workflows, including status tracking and communication back to residents on resolution progress. 
•    Reporting & Transparency Tools: Provide robust internal reporting tools and public-facing dashboards to enhance transparency, performance-tracking, and accountability. 
•    System Integration: Seamlessly integrate with existing County systems and communication channels, including but not limited to phone, email, website, and social media platforms. 
•    Security & Compliance: Ensure full compliance with data privacy laws and retention policies.
•    Implementation, Training, & Support: Deliver implementation services, hands-on training for County staff, and ongoing technical support. Provide detailed documentation, including configuration specifications and user-friendly training materials for long-term reference and onboarding.
- Ingests, links, analyzes and derives insight from inferred feedback from structured and unstructured sources. 
- Uses operational and transactional journey data, such as clickstreams, customer-facing process durations, call wait times and Interactive Voice Response (IVR) pathways.
- Captures direct internal and external customer feedback across digital, voice and physical channels. Creates and issues surveys across multiple channels. 
- Defines, captures and ingests unstructured customer feedback obtained from focus groups and customer advisory groups.
- Analyzes and derives insight from indirect feedback generated from a diverse set of structured and unstructured sources, including social, written communication and multimedia. 
- Ingests map and clean data from other text-based functional systems.
- Supports dozens of simultaneous users with varying levels of permissions and entitlements. Enables bidirectional data integration, governance and a centralized view of Customer Experience (CX) program value for key stakeholders.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: August 29, 2025