Annual Statewide Consumer Satisfaction Survey - OVR

Abstract - Consumer Satisfaction Survey FY25-FY26 The Human Development Institute has overseen the Consumer Satisfaction Survey, conducted at the request of the State Advisory Council on Vocational Rehabilitation, since 1997. This survey measures overall satisfaction as well as satisfaction covering a range of specific points of service regarding Kentucky’s Office of Vocational Rehabilitation. The goal is to conduct 1000 phone or email surveys with consumers whose case was closed the previous year. Upon analyzation of the results, a report is submitted the SACVR and a presentation is given to members during a regularly held meeting. Scope of Program The Contractor agrees to perform an annual statewide consumer satisfaction survey. This survey measures overall satisfaction as well as satisfaction covering a range of specific points of service regarding OVR. The goal is for the Contractor to conduct 1,000 phone or email surveys with OVR consumers whose case was closed the previous year. Upon analysis of the results, the Contractor submits a report to the Statewide Council for Vocational Rehabilitation (“SCVR”) and provides a formal presentation to its members during a regularly held meeting. II. Specific Conditions of the Agreement A. UKRF shall: 1. Design an annual statewide consumer satisfaction survey, measuring the degree of OVR consumer satisfaction with OVR services, so that the data can be analyzed in consultation with OVR staff and representatives of the Consumer Satisfaction Subcommittee of SCVR. 2. Use a statistically valid, random sample of at least 1,000 consumers of OVR, whose cases have been closed during the previous federal fiscal year. 3. Conduct the annual statewide consumer satisfaction survey, through a subaward to Innovative Quality Solutions KY (“IQS”), collecting consumer responses by email and telephone. 4. Analyze data collected using a Principal Investigator (“PI”). 5. Draft a Consumer Satisfaction Survey Report with data and deliver to OVR in March of each year of this MOA. 6. Ensure PI provides formal presentation of the report at the spring meeting of SCVR and gathers input from SCVR. 7. Ensure PI delivers a final Consumer Satisfaction Survey Report to OVR before June 1st of 2024, and before June 1st of 2025 B. OVR shall: 1. Provide a data set to UKRF, quarterly, of successful and unsuccessful closed cases for the years covered in this MOA. 2. Provide consultation with UKRF staff regarding the design of the survey and selected data fields, in collaboration with representatives of the Consumer Satisfaction Subcommittee of SCVR. 3. Provide funding, as detailed in the Budget below, to UKRF to support staffing the PI. 4. Provide funding, as detailed in the Budget below, to UKRF to conduct the survey through a subaward to IQS. 5. Provide funding, as detailed in the Budget below, to UKRF to cover 10% indirect cost