The Cost ...

Let's go ahead and get cost issues out of the way first. Here's the deal!

• The fee is just $4,800 for three (3) one-stops. That's just $1,600 per one-stop (and you might even want to include that in the RFP, if you have to write one).
• If you have more than three (3) one-stops, each additional one-stop is just $1,200.

And here is a real benefit, if you happen to be one of those "mega-areas" with a lot of one-stop centers:

• We will negotiate a special rate with you to help ensure that your program is cost-effective to implement.
• All of the services described on this web site are covered in that single fee.

The only other costs that you might incur are explained below:

• Travel and per diem costs for the "One Stop Secret Shopper" team when we do Systems Reviews and facilitate your "Secret Shopper Retreat."
• The travel, per diem, and lodging expenses associated with sending your team members to the Secret Shopper Retreat.

Sole Source Or Not? ...

Each state is different. Each local area is different. And each manager or administrator is different. How you procure the "One Stop Secret Shopper" program for your local workforce investment area will vary from locale to locale. But we have some tips that might be helpful for you ...

First, we believe you should be able to Sole Source this program.

• "One Stop Secret Shopper" is not just a mystery shopper program. It is actually a Continuous Improvement Program (CIP) for one-stops. If you procure a Continuous Improvement Program (CIP) instead of just a mystery shopping program, you should discover that this is a unique program.
• While some of the program components (mystery shopping, for example) are available through other vendors, taken on the whole, the components in this program are not available through any other source. And that's the definition of sole source, in practical terms.
• By the way, those components are described below under the RFP section of this page if you decide that you still need to RFP your program after reading this.

Whether you try to Sole Source the "One Stop Secret Shopper" program or procure it on open bid, that's your choice. But the program is sufficiently unique that you should be able to easily sole source it if you desire.

RFP Components ...

For those of you who want to begin the "One Stop Secret Shopper" program in your local workforce investment area and believe that you will have to procure it with an RFP, here are some program components that you should put into your RFP. If you require your vendors to deliver all of these components and explain how they will do it, you will find that the "One Stop Secret Shopper" program is the only program in America that does all this!!!

• A comprehensive, six (6.0) hour Training Program for all staff and partners to prepare them for "customer service in a continuous improvement environment." The Training Program should include a learning management system (LMS) that tracks student progress and measures how well they did.
• A Continuous Improvement Process (CIP) that is well-defined, mirrors the best practices in business and industry today, is adapted to the unique one-stop environment, and is easy to learn and to implement by one-stop operators, staff, and partners.
• A Virtual Focus Group for one-stop operators to develop an in-house perspective of the capacity and limitations of participating one-stop career centers. It should be delivered online and made available on a 24/7 basis so that the one-stop operators can access it at their convenience with minimal disruption of normal work activities.
• A Systems Review of all designated one-stop career centers, conducted by nationally recognized workforce development professionals. The Systems Review should be similar in content to the reviews conducted when chartering or re-chartering a one-stop center.
• Mystery Shopping of all designated one-stop career centers by real people from local communities to develop information about how customers are reacting to the facilities, the staff and partners, the programs and services, and the resources.
• Summary Reports delivered in writing to explain the results of the Systems Reviews, Mystery Shopping and Virtual Focus Groups.
• Virtual Briefing for staff and partners, delivered online in a rich multi-media environment, to explain the reports and suggest next steps for using information to make continuous improvements. The Virtual Briefing should be private (password protected) and remain available 24/7 so that staff and partners can access it and reflect on it at their convenience.
• Secret Shopper Retreat to develop action steps for continuous improvements. The Secret Shopper Retreat should also establish a comfortable system of accountability, using a business coaching environment to help ensure that information from the program is translated into everyday action that leads to success.
• Success Coaching by "One Stop Secret Shopper" team members with one-stop operators to help ensure a successful outcome for their continuous improvement initiatives.
• Cost is $4,800 for the first three (3) one-stop career centers, plus actual travel and per diem expenses for the "One Stop Secret Shopper" program staff when conducting Systems Reviews and the "Secret Shopper Retreat." Additional one-stops can be added at just $1,200 per one-stop.
• Invoicing will be done at the time the program is initiated.

Writing the RFP ...

For those of you who must RFP this program, simply cut and paste the information above into your RFP document. You should have everything you need for a truly dynamic program that sets the stage for continuous improvement in your local workforce investment area.