Customer Experience Measurement Solution

The Vendor is required to provide for a Customer Experience (CX) Measurement Solution (the “Work”).
- Unemployment Insurance (UI) program and serves a large and diverse customer base that includes claimants, employers, and Third-Party Administrators (TPAs). Each year, agency processes hundreds of thousands of unemployment claims, supports weekly certifications, and responds to substantial volumes of inquiries.
- Provide a configurable, cloud-based SaaS CX Measurement Solution that gathers, integrates, analyzes, and visualizes feedback data into a centralized dashboard that enables leadership and staff to monitor performance, identify areas for improvement, and take data-driven action.
- The long-term objective is to establish a standardized, agency-wide approach for measuring and managing customer experience – cumulating results across the agency and separated by programs.
- The Solution must support the development of an integrated, enterprise view of customer experience by (1) developing and administering new surveys and feedback collection mechanisms and (2) integrating and standardizing data from existing surveys and systems. All feedback data, whether newly collected or pre-existing, must be consolidated into a centralized dashboard for reporting and analysis.
- New Survey Development and Administration
• Annual, quarterly, and ad-hoc outbound complex and/or pulse surveys;
• In-person visit follow-up surveys across up to 88 agency county locations;
• Surveys sent by text message to claimants after submitting weekly certifications or other journey triggers;
• Printed surveys included in mailed correspondence to claimants and employers; and
• Collection and analysis of customer feedback shared on social media platforms (e.g., X, Reddit, Facebook, and others), including sentiment monitoring capabilities.
- Existing Surveys Requiring Data Integration
• Surveys conducted through IVR and call center interactions, systems, and tools;
• Surveys offered through live chat and chat bot interactions, systems, and tools;
• Surveys delivered through the Buckeye UI Unemployment Insurance portal (real-time survey data estimated to be available in CYQ1 2027 post portal go-live in fall 2026);
• Collection and analysis of customer feedback shared on social media platforms (e.g., X, Reddit, Facebook, and others), including sentiment monitoring capabilities; and
• Surveys presented to customers when visiting agency public website(s) (e.g., unemployment; not the secure Buckeye UI customer portal).
- Implementation Services shall include but not be limited to:
• Providing project management for the planning, design, configuration, testing, state user training, and launch of the solution;
• Designing, testing, and deploying customer surveys across applicable channels;
• Configuring and implementing one-time data integrations, mappings, transformation logic, and defined parameters necessary to incorporate identified data sources into a unified data environment for initial system functionality;
• Designing, configuring, and deploying dashboards and reporting capabilities for agency leadership and staff, incorporating defined analytics and data cuts to support identification of trends, insights and drivers; and
• Providing documentation, state user training, system technical knowledge transfer, and time-limited post-launch stabilization support to transition the system to agency for ongoing operations.
- Solution to integrate with other customer-specific solutions such as Customer Relationship Management (CRM) systems.