BILINGUAL MYSTERY SHOP PROGRAM

Pursuant to the State Purchasing Act (Official Code of Georgia Annotated §50-5-50 et seq.), this electronic Request for Proposals (eRFP) is being issued to establish a contract with a qualified supplier who will provide Bilingual Mystery Shoppers to the Department of Human Services (hereinafter, the State Entity) as further described in this eRFP.

The purpose of this project is to conduct a comprehensive, objective evaluation of the organizations effectiveness in providing language access services to constituents with Limited English Proficiency (LEP). This evaluation will be carried out through a structured Mystery Shopper Program utilizing trained professional interpreters who will simulate real-world client interactions across multiple service delivery channels.

The project is designed to assess not only the availability of language access services, but also the quality, accessibility, timeliness, and consistency of those services as experienced by LEP constituents. The findings will provide actionable insights to support continuous improvement, strengthen compliance with federal and state language access requirements, and enhance the overall client experience for the Agencys non-English speaking populations.