**Site registration and application approval must be done prior to submitting a proposal.**
The Atlanta Regional Commission (ARC) is soliciting proposals from qualified firms with demonstrated expertise in mystery shopping, secret shopping, customer-experience evaluation, call-center assessment, accessibility testing, and related customer-engagement services. The selected Contractor will evaluate the accessibility, responsiveness, and overall customer experience of ARC’s Aging and Disability Resource Connection (ADRC). The evaluation will include testing ARC’s Platform 28 (P28) telephone system and designated email touchpoints, reviewing staff adherence to applicable policies and procedures, and assessing follow-up against the Georgia Division of Aging Services (DAS) Standards of Promptness.
**All documents must be combined and submitted as one for a complete proposal.**