Feedback, Customer Service and Solutions

Texas schools are seeking a vendor to deliver an integrated feedback and customer service solution that merges existing siloed systems into a unified platform. This comprehensive system will feature a common customer service interface, centralized database, role-based access controls, and real-time dashboards, enabling staff to assess and respond to stakeholder input efficiently.

The solution must consolidate interactions across multiple channels—including phone, web, email, social media, in-person meetings, letters, and mobile—into an omni-channel environment that tracks the full lifecycle of every communication. Key performance indicators and customer service metrics should be automatically reported with actionable insights.

Additional requirements include providing always-on feedback options, deep listening initiatives through methods such as focus groups, workshops, design sprints, and census surveys to ensure comprehensive input from all stakeholders. The platform should also help schools address challenges related to social media narratives and support survey creation, distribution, administration, and analysis across various communication channels. The contract term is set for three years.