03124 Exhibit B-PerformanceRequirements.docx

EXHIBIT B – NON-COST SCORED FACTORS

Type/print full legal name of bidder company

Instructions:

Note: Bidders must follow the instructions outlined in this Exhibit. Unless Enterprise Services, at its discretion, determines that a bidder’s variance from these instructions is immaterial or timely corrected, Bids that do NOT follow these instructions will be deemed to be nonresponsive and rejected.

1. Add bidder’s business name above and follow the instructions below.

2. Provide a written response that addresses how the bidder meets or exceeds each requirement in the Written Response column.

a. Supporting Information. Please make sure to include references in Exhibit A – Bidder’s Certification that align with the information provided in this exhibit. Enterprise Services may request additional information or references to help verify the information provided by the bidder in this exhibit. A bidder’s failure to provide requested information to Enterprise Services within five (5) business days may result in disqualification.

b. Bidder’s Commitments. Please note that, if bidder is awarded a contract, the bidder’s responses to some of the performance requirements below (e.g., customer service) will be incorporated to the resulting contract. Accordingly, bidder is cautioned to state only commitments that bidder can meet throughout the term of the contract. An awarded bidder (i.e., contractor) who is not able to meet such commitments throughout the contract term will be subject to contract termination for breach of contract and damages. Please see Exhibit D – Contract.

3. Bidders written response to the Performance Requirements will be assessed as follows:

4. Submit the exhibit as a Microsoft Word without modifying the formatting. If you need to print out this document for any reason, please note that it is Legal 8.5” x 14”.

Stated Business Need

To meet the minimum acceptable standard [0%]: Each of the Bidder’s key personnel who will be performing service on the contract, if awarded, must demonstrate:

(a) Three Years of Industry Experience

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Added value: In the written response, demonstrate added value to the state by listing years of experience, education, professional certifications, or other relevant industry recognition for each key personnel that exceeds the minimum acceptable standard above.

Written Response Required. Provide as much information as needed to address the Performance Requirement and Stated Business Need. Add/delete personnel as applicable.

Key Personnel 1 Role/Title:

(a) Years of Industry Experience:

(b) Education or professional training:

(c) Professional Certifications:

Key Personnel 2 Role/Title:

(a) Years of Industry Experience:

(b) Education or professional training:

(c) Professional Certifications:

Key Personnel 3 Role/Title:

(a) Years of Industry Experience:

(b) Education or professional training:

(c) Professional Certifications:

To meet the minimum acceptable standard [0%]:

(a) Bidder is NAID™ AAA certified by the start of the contract and remain certified for the full term of the contract.

(b) Bidder must have completed at least three projects that are similar in scope in the last three years, and list customer organization type (private, local government, etc.), scope of services, and cost of project.

For the scope of the service, provide a description of [tasks completed, end products/deliverables, results, any metrics used]. The scope statement for each project should not exceed 300 words. Bidder must demonstrate that the scope of services is similar to the services being procured. Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Added value: In the written response, demonstrate added value to the state that exceeds the minimum acceptable standard above by:

(a) listing NAID AAA Endorsements maintained by bidder, OR

(b) listing any relevant industry certifications or endorsements, OR

(c) listing project examples that more closely align to the scope/value of this contract, and/or type of customers served, OR

(d) providing examples of projects that most closely align to the scope/value of this contract, and/or type of customers served.

How many projects similar in scope completed in the last 3 years:

Project 1 Title:

(a) Customer Organization Type and/or Name:

(b) Scope of Services:

(c) Cost :

Project 2 Title:

(a) Customer Organization Type and/or Name:

(b) Scope of Services:

(c) Cost :

Project 3 Title:

(a) Customer Organization Type and/or Name:

(b) Scope of Services:

(c) Cost :

NAID™ AAA Certification:

(a) NAID AAA Endorsements:

(b) Other Professional Certifications or Endorsements:

To meet the minimum acceptable standard [0%]: Bidder, as specified in Exhibit D – Contract §9.4, must provide:

(a) Customer/purchaser support via telephone and email from 8 AM to 5 PM Pacific Time,

(b) Response Time Commitments:

a. respond to customer/purchaser routine requests within 96 hours.

b. Respond to quote requests within 48 hours,

(c) Have an escalation process for any customer service issue that is not resolved within 5 business days, and

(d) An ongoing customer feedback process demonstrating bidder’s approach to proactively seek, collect, and resolve any negative customer feedback.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Added value: In the written response, demonstrate added value to the state by offering excellent and timely customer support, communication, response time, escalation, and customer feedback processes that exceed the minimum acceptable standard above.

Written Response Required. Provide as much information as needed to address the Performance Requirement and Stated Business Need.

(a) Customer Service Hours (in PST):

(b) Response Time Commitment:

· For customer routine questions. This response time is the time for a resolution/answer to a routine question. Routine questions are questions about the scope of work, process of work, status of current projects, invoicing, or reporting.:

· For quote requests. This response time is the time for a fully completed quote to be sent to the Purchaser, assuming the Purchaser has included relevant information in prior correspondence.:

· Other, please specify:

(c) Customer issues escalation process:

(d) Ongoing Customer Feedback Process:

Return this exhibit to Procurement Coordinator at:

DESContractsTeamApple@des.wa.gov

EXHIBIT B– PERFORMANCE REQUIREMENTS (REV 9/5/24) PAGE 2

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