Brief
This procurement opportunity is for a customer and staff feedback management solution for the South Savo welfare area. The solution aims to support the collection, analysis, and reporting of data related to customer experience and employee job satisfaction. Feedback can be quantitative or qualitative. The procurement includes: 1) A Software as a Service (SaaS) solution 2) Implementation of the solution or expansion of an existing solution 3) Maintenance and support services. The goal is to acquire a solution that facilitates management based on customer experience and employee job satisfaction data, produces comparative data, and utilizes feedback to improve operations, customer experience, and employee satisfaction. The solution should provide up-to-date and high-quality information about the buyer's operations, services, and service chains. Employee management will be developed based on the information obtained from employee job satisfaction. The feedback data collected and processed by the solution should be able to be integrated with other metrics affecting customer and employee experiences. The feedback management solution is also expected to have the capability to evolve to identify and enable future feedback formats. The solution must allow for at least multi-channel feedback collection through customer or employee surveys and free-form feedback processing functions. Feedback channels in customer surveys may include text messages, websites, paper forms, feedback devices, or chat. Free-form feedback channels may include websites, paper forms, or oral feedback. Creating a QR code for each survey will also support the multi-channel nature of feedback. The solution must be able to integrate with various source systems, such as customer and patient information systems, electronic transaction systems, and data management solutions. Integration interfaces must function bidirectionally.
