Customer Experience Data Analytics Services

The Vendor is required to provide for the implementation and renewal of Google Analytics 360 in order to enhance Customer Experience on public facing websites and applications.
- A critical component of "Voice of the Customer" (VoC) is the implementation of Google Analytics 360 plug-in for government, which provides robust data insights into user behavior, helping agencies tailor services to the real-time needs and barriers faced by constituents—including those with disabilities.
- Contractor will provide project management support services, which includes:
•    Develop communication cadences with client consistent with the mutually agreed project plan, including maintaining project status reports and formal meeting cadences, and distribute meeting minutes and action items, as applicable.
•    Manage any risk mitigation activities, including maintaining a risk register and escalating to the client, as appropriate. 
•    Contractor and the client will review risk registers weekly as part weekly status reports.
•    Develop an issues log and present solutions to mitigate such issues. 
•    Align with client on priorities and plans, including known platform availability dependencies.
•    Support and facilitate change management as needed.
- Contractor will prepare for a kickoff meeting with ITS:
•    Review of its's goals, needs, constraints, and resources, each as communicated to
•    Contractor in advance in writing.
•    Review deliverables needed from ITS to prepare for the start of the engagement.
•    Review team members' roles and responsibilities
•    Review high-level project plan, schedule, and weekly update cadence.
- Contractor will facilitate a kickoff meeting with ITS, which includes:
•    Establish or confirm the scope of the services based on its-provided goals.
•    Provide introductions of contractor, client, and any client partners
•    Review relevant background and existing documentation.
•    Provide and review estimated milestones and project plan
•    Determine logistics and establish a cadence of meetings.
- Client will assist in scheduling the kickoff, identify client and client partners for inclusion in the kickoff and ongoing meetings, and participate in planning activities.
- This document serves as a building block for analytics work and is a core competency that enables data-driven decision-making. It will be your governing document for all your measurement activities. It includes elements like goals, objectives, KPIs, metrics, and segmentation.
- User interactions will be captured automatically:
•    Page views: triggered when a user loads or navigates to a new page.
•    Scrolls: triggered when a user scrolls to 90 percent of the page height.
•    Outbound clicks: triggered when a user clicks a link directing to a domain outside of the current website.
•    Site search: triggered when a user performs a search using the site's internal search function. Captures search terms where query parameters are identifiable.
•    Video engagement: triggered by interactions with embedded videos, including video start, progress milestones (10, 25, 50, and 75 percent), and completion.
•    File downloads: triggered when a user clicks to download a file with common document or media extensions (e.g., pdf, Docx, Xlsx, Zip).
•    Form interactions: triggered when forms are submitted, based on browser compatibility and the structure of the site.
- Roles and Responsibilities
•    Provide the services defined herein as reasonably requested by client.
•    Client will make appropriate personnel available to assist contractor in the performance of
•    Contractor’s responsibilities.
•    Client will arrange for and provide secure building access and adequate office space, meeting rooms, training facilities, and utilities for services contractor will perform at client’s facilities.
•    Client will ensure that all licenses, consents, and rights to allow contractor to use or license any third-party materials, including software, firmware, hardware, or other products, are in place with applicable vendors for those products and services upon which contractor is relying to provide the services described herein.
•    Client is responsible for the identification and implementation of any applicable laws, rules, and regulations that affect the client’s existing systems that contractor will have access to during the term. 
•    Client is responsible for ensuring that the systems and programs meet the requirements of those laws, rules, and regulations.
•    Client will designate a client point of contact who will:
o    Establish and maintain communications through the contractor point of contact.
o    Manage client resources.
o    Specify and authorize the work performed by contractor resources.
o    Have the authority to act for the client.
o    Coordinate all client personnel responsible for performing tasks or providing information to contractor.
o    Provide applicable information, data consents, decisions, and approvals in a timely manner as required by contractor.
o    Follow the change management process.
o    Help resolve issues and escalate issues within the client’s organization as necessary.
o    Facilitate access to existing client applications and technical environments as applicable.

- Contract Period/Term: 2 years
- Questions/Inquires Deadline: September 17, 2025