Rest Area Electronic Feedback System

2026-11-03

Project Overview and Goals The Successful Responder will solicit customer feedback about Minnesota Safety Rest Areas ( SRAs ). The contract scope includes collecting , storing and analyzing , reporting and exporting real - time electronic customer feedback for a period of five years using the feedback system described in this exhibit . The Successful Responder will collect the data from about 50 SRAs and the system will allow the State to solicit customer feedback through posing a series of up to 10 questions per customer per SRA , 24 hours per day , 365 days per year . REST AREA ELECTRONIC FEEDBACK SYSTEM SCOPE OF WORK AND DELIVERABLES I . OVERVIEW a . The Successful Responder will solicit customer feedback about Minnesota Safety Rest Areas ( SRAs ). The contract scope includes collecting , storing and analyzing , reporting and exporting real - time electronic customer feedback for a period of five years using the feedback system described in this exhibit . The Successful Responder will collect the data from about 50 SRAs and the system will allow the State to solicit customer feedback through posing a series of up to 10 questions per customer per SRA , 24 hours per day , 365 days per year . II . FEEDBACK SYSTEM REQUIREMENTS a . The Successful Responder will use a feedback system with the following system capabilities enabled : i . Permits multiple meansfor customersto provide feedback . The system must accept and document customer feedback by the following means : 1 . Short Message Service ( SMS )/ Text messaging ( any phone ) 2 . Voice call ( cell , Voice Over Internet Protocol ( VOIP ), or landline phone ) 3 . Smartphone / web enabled device 4 . Computer with Internet access and a web browser . ii . Useslocal phone numbers for phone responsesfor each SRA : 1 . 14 SRAs require a ( 218 ) area code 2 . 20 SRAs require a ( 507 ) area code . 3 . 8 SRAs require a ( 320 ) area code . 4 . 4 SRAs require a ( 651 ) area code . 5 . 3 SRAs require a ( 763 ) area code . 6 . 1 SRA requires a ( 952 ) area code . iii . Uses Quick Response ( QR ) codesto connect customers with mobile devices . iv . Uses either a computer generated American female voice with natural human speech or voice recordings provided by MnDOT . v . Allows survey responses to be in English and Spanish and include responses in same reports as viewed using the web interface . vi . Permits MnDOT to solicit feedback from SRA customers , through the use of open ended questions , true / false , multiple choice and key driver analysissurvey questions . vii . Permits MnDOT to change survey questions directly via web interface immediately at any time . Surveys can be specific to a location . viii . Securely stores customer responsesfor the duration of the contract . ix . Sends email and text message alerts to MnDOT and others as determined by MnDOT upon receiving responses meeting a specific criterion established by MnDOT . For example , if a survey response is out of norm , the system can notify MnDOT via email and / or text with a detailed alert of the response . The alerts can go to different staff depending on the issue , and can include the contact details of the customer , so that direct contact can be made . x . Allows MnDOT to contact customers directly upon receiving responses meeting specific criteria established by MnDOT . If the customer consents , alert messages can contain the cell phone of the customer and confirmation of consent to contact . xi . Providesintegral analysistoolsto separate filter and analyze collected data . xii . Publishes customer response data live and online for access by MnDOT . Data and analysis are available by survey or any rolled up level as set by MnDOT . Display data using color coded charts , data tables , targets , thresholds and trend lines . Interface tools must display and allow export of data using filters including : year to date , month to date , custom dates , and all time to analyze variances for true / false , multiple choice and key driver analysis questions .

Minnesota

2026-05-02