Metro - File #: 2022-0870

• File #: 2022-0870
• Type: Contract
• Status: Passed
• File created: 1/3/2023
• In control: Operations, Safety, and Customer Experience Committee
• On agenda: 2/16/2023
• Final action: 2/23/2023
• Title: AUTHORIZE the Chief Executive Officer to: A. AWARD seven (7) bench Contract Nos. PS43815000 through PS43815006, for Customer Experience (CX) research services to the firms listed below, for a total not-to-exceed amount of $6,893,226 for the initial three-year base term, plus $2,531,252 for the first, one-year option and $2,657,814 for the second, one-year option, for a combined total not-to-exceed amount of $12,082,292, effective March 1, 2023, subject to resolution of protest(s), if any; and 1. Discipline 1: Intercept Survey 1.1 ETC Institute 1.2 Hispanispace, LLC dba ThinkNow Research 1.3 Maroon Society, Inc. 1.4 Redhill Group, Inc. 2. Discipline 2: Online and Telephone Survey 2.1 Barrios and Associates, LLC dba Communications Lab 2.2 EMC Research, Inc. 2.3 Maroon Society, Inc. 2.4 Quantum Market Research, Inc. 2.5 Redhill Group, Inc. 3. Discipline 3: Qualitative Research 3.1 Barrios and Associates, LLC dba Communications Lab 3.2 EMC Research, Inc. 3.3 Hispanispace, LLC dba Thin...
• Sponsors: Board of Directors - Regular Board Meeting
• Indexes: Budget, Budgeting, Contractors, Contracts, Customer Experience Plan, Customer service, Procurement, Project, Research, Safety, Strategic planning, Surveys, Testing, Transportation Development Act - Article 4, Transportation Development Act of 1971

Date	Action By	Action	Result
2/23/2023	Board of Directors - Regular Board Meeting

Meeting_Body
OPERATIONS, SAFETY, AND CUSTOMER EXPERIENCE COMMITTEE
FEBRUARY 16, 2023

Subject
SUBJECT: CUSTOMER EXPERIENCE RESEARCH SERVICES BENCH

Action
ACTION: AWARD BENCH CONTRACTS

Heading
RECOMMENDATION

Title
AUTHORIZE the Chief Executive Officer to:

A. AWARD seven (7) bench Contract Nos. PS43815000 through PS43815006, for Customer Experience (CX) research services to the firms listed below, for a total not-to-exceed amount of $6,893,226 for the initial three-year base term, plus $2,531,252 for the first, one-year option and $2,657,814 for the second, one-year option, for a combined total not-to-exceed amount of $12,082,292, effective March 1, 2023, subject to resolution of protest(s), if any; and

1. Discipline 1: Intercept Survey
1.1 ETC Institute
1.2 Hispanispace, LLC dba ThinkNow Research
1.3 Maroon Society, Inc.
1.4 Redhill Group, Inc.

2. Discipline 2: Online and Telephone Survey
2.1 Barrios and Associates, LLC dba Communications Lab
2.2 EMC Research, Inc.
2.3 Maroon Society, Inc.
2.4 Quantum Market Research, Inc.
2.5 Redhill Group, Inc.

3. Discipline 3: Qualitative Research
3.1 Barrios and Associates, LLC dba Communications Lab
3.2 EMC Research, Inc.
3.3 Hispanispace, LLC dba ThinkNow Research
3.4 Maroon Society
3.5 Quantum Market Research, Inc.
3.6 Redhill Group, Inc.

4. Discipline 4: User Experience Testing
4.1 Redhill Group, Inc.

5. Discipline 5: General Research Support
5.1 Maroon Society, Inc.
5.2 Redhill Group, Inc.

B. EXECUTE individual task orders for up to $2 million per task order.

Issue
ISSUE

Metro's Customer Experience (CX) Research Team requires a bench contract for professional services with five disciplines: intercept surveys, online and telephone surveys, qualitative research, user experience (UX) testing, and general research support.

Depending on the goal of the project, the Metro project manager will decide which research discipline will be used. For all tasks valued up to $100,000, a task order will be awarded...