Government Contract | Texas
Customer Service Survey

Bid Information

Bid Alert No: 00000515869

Bid Title: Customer Service Survey

Agency Bid No. Title: RFP 5300 GLB0301

Received Date: 03/17/2016

Close Date: 04/07/2016

Purchase Type: 12 months for term

Delivery Point:

Delivery Date: Not Stated

Special Notices: Pre-Bid Conference 03/24/2016 10:00 AM


Specifications include, but are not limited to:The City of Austin Development Services Department (DSD) seeks a qualified consultant to conduct a multi-yearQuality of Customer Service Survey and Benchmarking Analysis to gauge the satisfaction level of Austinresidents with the services provided by DSD. The results of the survey and analysis will help identify solutionsand best practices to best meet customer expectations, strategic and business planning, and budgeting decisions.2.0 BACKGROUNDThe City of Austin, Texas, population 840,000, is the 11th largest city in the country. During the 2014-2015 fiscalyear, the City transitioned from a six member at-large City Council to a ten member single district representationmodel.In 2015, the Development Services Department was created through the reorganization of the Planning andDevelopment Review Department. The newly created department oversees development review, permitting andinspection services.In 2014, Zucker Systems, an independent consulting group, conducted an organizational assessment of the thenPlanning and Development Review Department. The assessment included an e-mail survey to applicantsinvolved with development approvals or permits. The survey was e-mailed to 1,950 applicants, with a return rateof 16.4%. The Contractor will be using the results of the survey for future surveys.3.0 SCOPE OF SERVICES The Customer Service Survey (Survey) is designed to gather feedback on customer perceptions of service levelfor development, permitting, and inspection services; provide data and analysis; produce an importancesatisfactionanalysis.A. The Contractor shall visit with DSD executive staff to develop the Survey, using the results of the surveyconducted by Zucker Systems as a guide. This shall include participation in planning meetings with staff toensure the survey questions continue to relate to specific areas of performance and other issues of interest toDSD. The Contractor shall add a ranking/prioritizing of services question to the survey and shall develop aquestion format that best meets the DSDs needs. This process may include an initial meeting with executivestaff and up to two follow-up meetings.B. The Contractor shall work with staff to design the Survey, identify the process of administering the Survey,and submit a written report on Survey results. The Contractor shall present a proposed plan to ensureresponses can be collected and reported. The suggested methodology shall identify how to ensurestatistically valid data reflects the demographic diversity of Austin and provides geographically dispersedresponses by the ten City Council districts. The final approved survey may require up two full revisionsessions of the draft survey after it is initially presented to the executive staff.

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Product Code: 96160

Agency Information

Issuing Agency: City of Austin

State: Texas

Agency Type: State and Local

Contact: Georgia Billela 124 W. 8th Street, Room 308, Austin, Texas, 78701

Phone: 512-974-2939

Fax: 512-974-2388




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