Customer Centricity

Background
The Maryland Department of Transportation (MDOT) is seeking a contractor to provide training services focused on Customer Centricity and Change Management.
The goal of this contract is to enhance the skills and understanding of MDOT employees, including Executives, Directors, Managers, and general staff, through tailored training sessions.
The training will be delivered in various formats including on-site workshops, virtual sessions, and web-based training, all branded with the MDOT logo.

Work Details
The contractor will deliver the following training services:
1. On-Site Workshops at MDOT Headquarters for Executives, Directors, and Managers.
2. A thirty (30) minute web-based training session for approximately 120 employees, requiring an executable SCORM file and compliance with Section 508 standards.
3. Half-day virtual instructor-led sessions via Microsoft Teams for all targeted audiences.
4. Training materials must include a PowerPoint slide deck and printed handouts tailored for each group (Executives, Directors, Managers).
5. Curriculum must cover topics such as defining customer centricity, building a customer-centric culture, principles of customer-centric strategy, change management principles, and the importance of change management in organizations.

Period of Performance
The contract is expected to commence upon award and continue until May 2025.

Place of Performance
Training will primarily take place at MDOT Headquarters located at 7201 Corporate Center Drive, Hanover, MD 21076.