Rest Area Electronic Feedback System

Location:	Minnesota
Posted:	Mar 17, 2026
Due:	Apr 16, 2026
Agency:	State Government of Minnesota
Type of Government:	State & Local
Category:	D - Automatic Data Processing and Telecommunication Services N - Installation of Equipment
Publication URL:	To access bid details, please log in.

Brief Description: 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.

Date posted: 03/17/2026
Due date: 04/16/2026

Attachment Preview

MnDOT Contract No. 1062605

Exhibit A: Specifications, Duties, and Scope of Work

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 means for customers to 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. Uses local phone numbers for phone responses for 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) codes to 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 analysis survey 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 responses for 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. Provides integral analysis tools to 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.

MnDOT Contract No. 1062605

Exhibit A: Specifications, Duties, and Scope of Work

xiii. Prints and exports all data, charts, tables and analysis tools in multiple formats including

Microsoft Excel, Microsoft Access, and PDF.

xiv. Prints and exports all data in editable report designed by MnDOT. Example report provided

upon request.

xv. Records all open text responses in any language.

xvi. Records, transcribes, and digitally saves all audio open ended responses (any language).

xvii. Exports and securely saves customer responses.

xviii. Filters out multiple feedback sessions coming from a single source to reduce the impact of

fraudulent responses.

xix. Accepts anonymous feedback.

xx. Sets a maximum number of responses in any calendar period, if desired by MnDOT.

xxi. Limits survey responses per individual responder for any time period, if desired by MnDOT, for

example, no more than one response per responder per month.

xxii. Extendable so that the system can monitor alert processes, if desired by MnDOT to audit

time taken to react and process all alerts.

III. RESPONSIBILITIES

a. MnDOT will:

i. Prepare survey content with input from external partners, internal stakeholders, and the

Successful Responder.

ii. Identify and secure "call to action" incentives, if the State chooses to employ any.

iii. Prepare, print, and install promotional materials to promote the system within the individual

SRAs.

iv. Render approvals and decisions expeditiously for the orderly progress of the Successful

Responder’s services.

v. Provide timely reviews and responses to the Successful Responder’s inquiries and submittals

in accordance with project schedule.

vi. List personnel and their assignments for this project.

vii. Values and identify concerns.

viii. Respond to the Successful Responder’s inquiries.

ix. Distribute documents for internal reviews.

b. The Successful Responder will:

i. Develop, maintain, and operate an electronic customer feedback system meeting the

system requirements identified above.

ii. Recommend survey methods, question setting and analysis, as needed.

iii. Store customer response data for the duration of the contract.

iv. Develop system that will:

1. Filter and roll up data by a single or any combination of the following SRA

attributes:

a. TypeState District

b. State Subdistrict

c. Highway

d. Traﬃc Direction Served

2. Allow MnDOT to review individual responses.

v. Train MnDOT staﬀ how to modify survey questions, use analysis tools, use web interface,

export and print reports and data, and other directions to fully utilize the systems’

capabilities.

vi. Make the data and analytical tools available to MnDOT.

vii. Activate system upon notice from MnDOT.

MnDOT Contract No. 1062605

Exhibit A: Specifications, Duties, and Scope of Work

viii. Operate the system for a period of five years from the activation date.

ix. Maintain and operate electronic feedback system and web interface.

x. Maintain system such that any disruptions in service or system downtown total less than 1%

based on the system activation date.

xi. Assist MnDOT with exporting all data from the five-year activation period for archival

purposes.

xii. Provide initial and ongoing consulting to MnDOT on question appropriateness and analysis.

xiii. Oﬀer expertise in both real-time feedback and analysis and other highway rest area

feedback programs.

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Rest Area Electronic Feedback System

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