The vendor is required to provide utilizes medallia experience cloud services to conduct surveys and data analysis of customer satisfaction and employee engagement.
- On the customer experience (CX) side, the results help city leaders make informed, data-driven decisions to better serve residents and provide responsive customer service.
- The results also help inform the annual budget process.
- On the employee experience (EX) side, the city operates with a workforce of more than 13,000 employees.
- To continually improve our workplace, the city conducts an employee satisfaction survey (ESS) on a semiannual basis to measure employee engagement and overall satisfaction.
- The results help elected officials and city management assess employees’ perceptions about job satisfaction, growth and recognition, management, teamwork, resources, communication, and work environment, as well as inform the annual budget process.
- Medallia experience cloud software as a service (SaaS) for the city.
- The subscription will be comprised of the following components:
1. Data record tier (“EDR”) subscription per pricing schedule; and,
2. Support and maintenance services, referred to as managed service subscription units, or ‘managed service hours’.
- The city’s current utilization rate is roughly 200,000 data records and 120 managed service hours, annually.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: June 18, 2025