Procurement Services Division

Citywide Customer Satisfaction Survey Services

RFP #269-2010-226

Addendum #1

To:

All Prospective Service Providers

Date:

July 30, 2010

Subject:

Addendum #1-Citywide Customer Satisfaction Survey Services

RFP #269-2010-226

Please note the specification changes/modifications below for the above referenced RFP.
Item #

Page #

Section
#

Specification(s)

Change(s) Modification(s)
Service Provider Question:
Binding of Proposal
Section 2.5, Submission of Proposals (Page 11)
states that the submission of proposals should
include 1 unbound original and 5 additional copies.

11 & 22

2.5 & 4

Submission of
Proposals &
Proposal Format

Section 4, Proposal Format (second paragraph on

Page 22) says all submissions must be
professionally bound with tab dividers.

Do you want the proposal (original and copies)

bound or unbound?

Answer:
The original may be unbound; the remaining 5
additional copies are to be bound with tab dividers.

Procurement Services Division

Business Support Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850
Phone: 704/336-2256 Fax: 704/336-2258

Item #

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16

Section
#

3.3.2

Specification(s)

Scope of
Services Charlotte
Mecklenburg
Police
Department

Change(s) Modification(s)
Service Provider Question:
Section 3.3.2 Charlotte-Mecklenburg Police
Department (Page 16) does not mention the length
of the survey. Open-ended, free response
questions and questions that allow the respondents
to specify an answer not on a list require coding.
1.
How many minutes is the survey expected to
take?
2.
How many open-ended questions will be
included on the survey?
3.
Approximately how many closed-ended
questions will be on the survey? Please
include sub-questions in the count, for
example, Q2a, Q2b, Q2c etc.
Answer:
1.
Not to exceed 25 minutes.
2.
Each CMPD is unique with the number of
open ended questions varying each year. The
2009-10 Survey contained some six openended questions out of a total of 86 questions.
3.
Each CMPD is unique with the number of
closed ended questions varying each year
including those that have sub-questions.
Service Provider Question:
Bullet 3 (Page 16) states that sampling by the 13
divisions will be prepared utilizing Census Tract
information.

16,
Bullets 3
and 4

3.3.3.

Scope of
Services
Charlotte
Mecklenburg
Police
Department

Bullet 4 states there will be a PowerPoint summary

report based on the total sample and a PowerPoint
summary report for one division.

Please elaborate on expectations for the

reporting on the one division.

Answer:
Rather than preparing PowerPoint presentations for
each Division separately, the selected firm would
prepare data tables for this reporting. The data
tables would be presentation quality and reduce the
necessity of having a CMPD employee enter data
into charts. The selected firm will prepare a
separate data table report for each Patrol Division.

Procurement Services Division

Business Support Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850
Phone: 704/336-2256 Fax: 704/336-2258

Item #

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Section
#

Specification(s)

Change(s) Modification(s)
Service Provider Question:
Section 3.3.3 Charlotte Department of
Transportation states that the questionnaire will
have 35 to 40 closed ended questions and 1 free
response (open-ended) question.

17,
Bullet 4

3.3.3.

Scope of
Services Charlotte
Department of
Transportation

1.

Do any of the 35 to 40 closed ended questions

have sub-questions, for example, Q2a, Q2b,
Q2c etc.? If so, approximately how many total,
closed ended, questions (including subquestions) on will be on the survey?

Answer:
Yes. There are approximately four questions with
sub-questions. CDOT considers these subquestions as part of the closed ended questions.
The final number of closed ended questions is still
35-40.

17-18

3.3.4

Scope of
Services Corporate
Communications

Service Provider Question:

Section 3.3.4 Corporate Communications (Pages
17-18) states that there are two separate alternating
surveys, but no mention of the length of either
survey.
1. Are the two surveys expected to be the same
length? If so, how long?
2. How many open-ended questions will be
included on each survey?
3. Approximately how many total, closed-ended
questions (including sub-questions) will be on
the survey?
Answer for all three questions:
It will depend on the optimal survey techniques as
well as what information the City may wish to focus
on that year. Corporate Communications goal is to
find the balance between asking useful questions
versus making the most of the citizens time.
Service Provider Question:
What has been the budget for each KBU study?
Answer:
CharMeck 311: 1st year - $15,000, which included
set-up and two different surveys at 6 month
intervals. 2nd year - $14,000, two surveys, minimal
changes. Current year - only administered in June,
total $7000. The next survey is schedule for Dec
and will be part of this contract.
CMPD: 2009/2010 Cost $29,000.00
CDOT: Cost $29,800.00
Corporate Communication: Cost $20,000.00

Procurement Services Division

Business Support Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850
Phone: 704/336-2256 Fax: 704/336-2258

Item #

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Section
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Specification(s)

Change(s) Modification(s)
Service Provider Question:
Does each KBU require an in-person presentation
separately of the individual results or are all results
presented at one time?
Answer:
Due to the different timing of each survey, separate
presentations will be necessary for each KBU.
Service Provider Question:
The CharMeck 311 interview is stated to average 4
minutes in length. What is the length of the
Charlotte-Mecklenburg Police Department survey?
Can we see a copy of it?
Answer:
Upon written request, specifying which KBU surveys
are needed, electronic copies will be provided for
reference purposes.
Service Provider Question:
What about the length of interview for the Corporate
Communications Survey?
Can we see a copy of the Charlotte Department of
Transportation Survey and the Corporate
Communications Survey?
Answer:
Upon written request to Carrie Fetter at
cfetter@ci.charlotte.nc.us, specifying which KBU
surveys are needed, electronic copies will be
provided for reference purposes.
Service Provider Question:
How long has the current vendor been conducting
the Citywide Customer Satisfaction Surveys?
Answer:
CharMeck 311 5 surveys in the last 2 years
with current vendor.
CMPD - Has utilized the current vendor since 2002.
CDOT - Has utilized various vendors over the years.
Corporate Communications: Approximately 10
years.
Service Provider Question:
On a scale of 1 to 5 where a 5 means that the
City is completely satisfied and 1 means that the
City is completely dissatisfied, how would you rate
the Citys overall satisfaction with the current
vendor?
Answer:
The City does not utilize a standardized rating
system however the current Service Provider is
satisfactorily meeting all contractual obligations at
this time.

Procurement Services Division

Business Support Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850
Phone: 704/336-2256 Fax: 704/336-2258

Item #

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Section
#

Specification(s)

Change(s) Modification(s)
Service Provider Question:
For the CharMeck 311 study the RFP says The
awarded Service Provider will conduct 450
telephone interviews respectively, during the months
of June and December does that mean 450
interviews in June and then another 450 interviews
in December? If it means to conduct 450 interviews
in each month, are they reported together or
separately?
Answer:
CharMeck 311 Yes, that means 450 telephone
interviews in June, from the phone numbers that
CharMeck 311 provides from the previous month.
Then another 450 telephone interviews in December
from a new list of phone numbers we provide from
the previous month. Reported separately, but see
the consolidated chart in the example.
Service Provider Question:
Can we use the flash drive as opposed to a CD for
submission of the proposal?
Answer:
The City requests that all proposals are submitted
on CDs not flash drives.
Service Provider Question:
Where or to whom does a Service Provider deliver
the proposal to should they decide to hand deliver
the proposal on or before the due date?
Answer:
Please refer to the cover letter (right after front
cover) which states when, where, and to whom the
proposals should be delivered/mailed to. If
delivering in person, please be aware that Security
may ask you to open any packages prior to entering.
Tape to re-seal all envelopes or boxes is provided at
the Business Support Services Reception desk,
located on the 9th floor.
Service Provider Question:
Does the City give preference to those Companies
that are home-based or located within the State of
NC?
Answer:
Each Company must be able to conduct an inperson formal presentation for each KBU of finalized
surveys, and as long as that can be accommodated,
location is not a tool for evaluation purposes.

In order to constitute a complete proposal response you must acknowledge receipt of this addendum with the
Addenda Receipt Confirmation Form in Section 8 of the above referenced RFP. You must also include a copy of
the Addenda Receipt Confirmation Form with your proposal response.
Any Service Provider not acknowledging receipt of an issued addendum may not be considered.
Procurement Services Division
Business Support Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850
Phone: 704/336-2256 Fax: 704/336-2258

In the event additional changes or clarifications to this RFP are warranted, all Service Providers are responsible
for monitoring www.ips.state.nc.us for additional addenda.
We appreciate your interest in doing business with the City of Charlotte and look forward to receiving a Proposal
from your company.
Sincerely,

Carrie Fetter
Procurement Officer

cc:

Sarah Richards, Charmeck 311

Keith Richardson, Corporate Communications
Paul Paskoff, CMPD
Michelle Littlejohn, CDOT
Carrie Fetter
RFP File

Procurement Services Division

Business Support Services/City of Charlotte 600 East Fourth Street Charlotte, NC 28202-2850
Phone: 704/336-2256 Fax: 704/336-2258