Open RFP

REQUEST FOR PROPOSALS Secret Shopper/Mystery Shopping Evaluation of the Aging and Disability Resource Connection

Description: The Atlanta Regional Commission (ARC) is seeking proposals from qualified firms to provide secret shopper/mystery shopping services. The selected contractor will evaluate the accessibility, responsiveness, and overall customer experience of ARC's Aging and Disability Resource Connection (ADRC), including its telephone system and email touchpoints, staff adherence to policies, and compliance with promptness standards.

Buyer: Atlanta Regional Commission
SpecialDistrict · GA, US
Released: Oct 14, 2026
Closes: Dec 28, 2026(53 days left)

RFP documents & timeline

From the first pre-RFP signals to the published RFP and its files.

2 files available

Board meeting
Dec 2, 2025
316 days before RFP
ARC planned staffing and technology changes, workflow and data review, and monthly reporting in response to documented ADRC access and responsiveness concerns.
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• Both Georgia Department of Human Services/Division of Aging Services (DAS) and Georgia Department of Community Health (DCH) provide grant funding and policies related to ADRC operations • October 6 -- Letter of Sanction from DAS • October 7 -- Letter of Concern from DCH • Focus of both letters: Aging and Disability Resource Connection (ADRC) and ability…
Advisory Committee On Aging Meeting Minutes
Board meeting · Dec 2, 2025
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Challenges Facing the ADRC Increasing volume • Difficulty returning calls within 1 business day Loss of ARPA funded staff Inefficient technology • Time intensive documentation Limited Self-Service options Phone calls as the primary method of contact • Require ADRC Counselors even for simple requests • Longer handle time than other methods of contact •…
Advisory Committee On Aging Meeting Minutes
Board meeting · Dec 2, 2025
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Strategic plan
Mar 1, 2026
227 days before RFP
The Area Plan proposes increasing ADRC first-time contacts by 5% annually while improving intake and screening quality through staff education.
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AAA #2.8 Objective: Aging and Disability Resource Connection (ADRC) Increase the number of first-time contacts to ADRC by 5% each successive year. AAA Strategies 1. AAAs will participate and engage in training and technical assistance opportunities provided by Division of Aging Services staff around data entry in the DDS. 2. AAAs will ensure that ADRC staff…
Atlanta Regional Commission Area Plan 2025-2028
Strategic plan · Mar 1, 2026
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Board meeting
Mar 24, 2026
204 days before RFP
ARC recorded ADRC responsiveness concerns and reported a phone-system transition, four new staff, and changed-workflow pilots.
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IV. Action Items o Minutes i. Minutes from last meeting approved unanimously o Atlanta Region Age Friendly Plan Update on Letters of Concern October letters of concern regarding Aging and Disability Resource Connection (ADRC) responsiveness from: • GA Department of Human Services/Division of Aging Services (DAS) • GA Department of Community Health…
Advisory Committee on Aging Meeting Minutes
Board meeting · Mar 24, 2026
View source
RFP published
Oct 14, 2026
- 202610_supportingdocs_PE-29016-NONST-2027-000000076-2026-10-20_11_40_89-20f3927e-a3c4-4df4-90bf-b7f49256b2eePDF
- https_procurement_atlantaregional_org_wp_content_uploads_2026_10_RFP823_Shopper_Mystery_Shopping_ADRC_3_pdfPDF
Proposals due Dec 28, 2026 (53 days left)

Key Contacts on this RFP

Decision makers connected to this RFP from Atlanta Regional Commission.

Shane PatillaBusiness Operations Director

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James HusserlChief Financial Officer

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Rosalind TuckerChief Human Resources Officer

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Michael D. AlexanderChief Operating Officer

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