2024_CA_44 RFP.pdf

REQUEST FOR PROPOSAL

CUSTOMER SERVICE SATISFACTION SURVEY

PROPOSAL Number 2024-CA-44

DECEMBER 2024

CLAYTON COUNTY WATER AUTHORITY

1600 Battle Creek Road

Morrow, GA 30260

SCHEDULE OF EVENTS DATE

Deadline for Questions

Questions must be submitted to: ccwa_procurement@ccwa.us

January 7, 2025 at 3:00 p.m.

Last Addendum Issued

Answers will be answered via addendum.

January 14, 2025

Proposal Opening

All responses will be opened during a Virtual Teams Meeting.

Submittals are to be delivered to the Clayton County Water Authority, 1600 Battle Creek Road, Morrow, GA 30260.

January 21, 2025 at 3:00 p.m.

mailto:ccwa_procurement@ccwa.us

Clayton County Water Authority December 2024 2024-CA-44 Customer Service Satisfaction Survey

Table of Contents Pages

Division 1 General Overview

Section 1 Request for Proposals

Section 2 General Information

2.1 Intent and Purpose

2.2 Proposal Evaluation

2.3 Addendum

Division 2 Proposal Requirements

Section 1 Instructions to Proposers

Section 2 Risk Management Requirements

Section 3 Proposal Submittals

3.1 Proposal Submittal Requirements

3.2 Required Post Award Submittals

Section 4 Proposal Form

Section 5 Georgia Proposal Bond (Not Required)

Section 6 Proposer Qualification Information

Section 7 Contractor Affidavit & Agreement

Section 8 Small Local Business Enterprises (SLBE) General Information ...31

Division 3 Contract Forms

Section 1 Agreement Form

Section 2 Performance Bond (Not Required)

Section 3 Payment Bond (Not Required)

Section 4 Non-Collusion Certificate

Section 5 Certification of Absence of Conflict of Interest for Development of

Specifications of Scope of Work

Attachments

A. W-9 Form

B. Vendor Information Form

END OF TABLE OF CONTENTS

Clayton County Water Authority December 2024

Division 1 General Information

Section 1: Request for Proposals

Clayton County Water Authority

1600 Battle Creek Road

Morrow, Georgia 30260

Name of Project: 2024-CA-44 Customer Service Satisfaction Survey

The Clayton County Water Authority will open sealed proposals from vendors via a Virtual Teams Meeting on January 21, 2025 at 3:00 p.m. for the Customer Service Satisfaction Survey. Any proposals received after the specified time will not be considered.

Please use the following call-in instructions to attend the Proposal Opening meeting:

Join Microsoft Teams Meeting

Meeting ID: 282 505 940 65 Passcode: bfsT8N

Dial in by phone +1 912-483-5368,,475845647# United States, Savannah Find a local number Phone conference ID: 475 845 647#

CCWA encourages Small Local, Minority and Women-Owned business to participate and respond to this proposal request.

In an effort to promote responsible environmental practices this proposal package is available in electronic (Adobe PDF) format and can be requested by calling 770-960-

5223, M-F, 8:00 am - 5:00 pm, or by e-mail to ccwa_procurement@ccwa.us. Proposer will need to provide contact information and an email address, and any file size transfer limits to ensure email transmittals can be made. A hardcopy proposal package can also be requested at a cost of $25.

Clayton County Water Authority

By: Dr. Cephus Jackson, Chairman

END OF SECTION

tel:+19124835368,,475845647 https://dialin.teams.microsoft.com/39bf213b-c2b2-402d-baa0-32d31baf6811?id=475845647

Clayton County Water Authority December 2024

Division 1 General Information

Section 2: General Overview

2. Intent and Purpose

2.1 Background

The Clayton County Water Authority (“CCWA”) founded in 1955, has over 400 employees that provide water, sewer and storm-water services to over 87,000 customers. CCWA has invested over $250 million dollars over the past 10 year in order to develop one of the strongest and most sustainable utility infrastructures within the USA. The Authority defines its customers as residents (homeowners or renters), and businesses that purchase water, sewer and storm-water services.

CCWA has earned a reputation of providing excellent technical services along with outstanding customer care.

2.2 Objective

The objective of this Request for Proposal (“RFP”) is to find an experienced, reliable vendor to provide the Clayton County Water Authority with a baseline

Customer Satisfaction Survey (“the Survey”) to measure the attitudes and perceptions of the customers served by the Authority. The data collected will be used to better understand customer needs in a proactive manner, with an end goal towards providing enhanced customer service. The baseline survey will need to be completed in the Spring of 2025.

CCWA conducted customer satisfaction surveys in 2014, 2016, and 2018 to gather feedback from residential customers on their overall satisfaction with

Clayton County Water Authority, as well as their experiences and perceptions regarding water quality, billing processes, communications with CCWA, and various programs offered.

Since then, CCWA has implemented a new Customer Service Information

System, introducing several process improvements. These include expanded customer self-service options and the installation of two kiosks. Additionally, the satellite location in Forest Park has been transitioned into a customer self-service payment center, and the customer area at headquarters has been expanded.

These efforts aim to enhance customer experiences and improve overall satisfaction.

CCWA wishes to continue in our drive towards excellence by better understanding customer attitudes and capturing customer concerns, which will be used to improve service on a continuous basis.

CCWA has established a team to investigate customer satisfaction levels and ways to best meet customer expectations. This team will be available to the successful firm to conduct the customer satisfaction survey.

Clayton County Water Authority December 2024

2.3 Proposed Schedule

The planned schedule for proceeding with the selection process for a short-term interim funding vehicle is shown below:

Issuance of RFP December 18, 2024

Deadline for Questions January 7, 2025 at 3:00 p.m.

Issue Last Addendum January 14, 2025

Proposal Opening January 21, 2025 at 3:00 p.m.

CCWA Board Approval March 6, 2025

Planned Start Date April 1, 2025

2.4 Submission:

All RFP submissions must be submitted in hard copy format to the address below:

Clayton County Water Authority 1600 Battle Creek Road Morrow, Georgia 30260

All proposals and accompanying documentation will become the property of CCWA and will not be returned. CCWA expressly reserves the right to utilize any and all ideas submitted in the proposals received unless covered by legal patent or proprietary rights which must be clearly noted in the proposal submitted in response to the RFP. Late proposals will not be accepted, nor will additional time be granted to any individual Contractor. CCWA will not accept submitted proposals via email.

2.4.1 Proposal Submission

One (1) original and one (1) Flash Drive (in compatible electronic format) of the proposal shall be submitted in a sealed, opaque container and delivered by hand, courier service, or mailed via the United States Postal Service. At the time specified for the proposal opening deadline, the sealed containers shall be publicly opened, and the names of Firms shall be read aloud.

2.5 Addenda

To be considered, all questions must be received via email by 3:00 p.m. EDT January 7, 2025, at CCWA_Procurement@ccwa.us. Any and all responses to questions will be issued in the form of an addendum by email. All addenda issued shall become part of the submittal package.

2.6 Proposal Package

Proposal response for below Sections 1 through 4 shall be limited to a maximum length of forty (40) pages. Each Proposal Package should be prepared and presented to include the information outlined below and be tabbed to denote the sections noted below. In order for the Proposal Package to be considered responsive, Sections 1 through 4 must be complete as described below.

Clayton County Water Authority December 2024

2.6.1 Executive Summary

This part of the response to the RFP should be limited to a brief narrative highlighting the proposer's Proposal. The summary should contain as little technical jargon as possible and should be oriented toward non-technical personnel.

A one-page letter of introduction and interest on letterhead. Company information must be provided as follows: the full name and physical address of the organization and the branch/office that will perform the work.

Include telephone number, full mailing address, fax, email and website if applicable. Indicate whether you operate as a single proprietorship, partnership, or corporation. Include the State(s) in which you are incorporated and/or licensed to operate. A representative who has the legal capacity to enter the organization into a formal contract must sign the cover letter.

2.6.2 Qualifications/Experience of Project Team and Sample Plan

This proposal response section should address the following items:

2.6.2.1 Provide an organizational chart and relevant summary

experience and/or resumes of key personnel and any subcontractors proposed for the project.

2.6.2.2 Specify the office/location for each person, subcontractor identified, and the level of effort of involvement anticipated.

2.6.2.3 Submit a sample plan that you have completed in the past that most relates to this project which includes but is not limited to the following:

2.6.2.4 Sample survey questions.

2.6.2.5 Sample written version of surveys.

2.6.2.6 Sample screen grabs for web surveys.

2.6.2.7 Script for telephone surveys.

2.6.2.8 Sample reporting of survey findings including executive summary and detailed results with recommendations.

The sample plan must include major and minor milestones along with the associated time to complete each task and necessary parties involved in each task.

2.6.2.4 Characteristics surveyed should include but are not limited to the following:

2.6.2.4.1 Courtesy/Willingness to help;

2.6.2.4.2 Professionalism/Appearance;

2.6.2.4.3 Water Quality;

2.6.2.4.4 Cost for services provided;

2.6.2.4.5 Patience and understanding;

2.6.2.4.6 Knowledge of the service/processes;

Clayton County Water Authority December 2024

2.6.2.4.7 Convenience;

2.6.2.4.7.1 Hours.

2.6.2.4.7.2 Alternative Payment Locations.

2.6.2.4.7.3 Services offered (Customer Self Service

(CSS) Portal & Kiosk).

2.6.2.4.8 Use and deployment of industry standard technologies;

2.6.2.4.9 Overall satisfaction with the Authority; and

2.6.2.4.10 Brand awareness/Communications.

2.6.2.5 The survey demographics should include the following:

2.6.2.5.1 Age range.

2.6.2.5.2 Family size.

2.6.2.6 The survey firm will document attempts to contact customers with date of contact and reason for non-contact Three (3) attempts should be made to reach each customer contact at varying times of the day.

2.6.2.6.1 The survey firm will maintain confidentiality of customer records and return all customer records to CCWA at the conclusion of the survey.

2.6.2.6.2 Customer surveying and the subsequent

documentation must be one of the major services that the survey firm provides.

2.6.2.6.3 Availability of adequate staff (bi-lingual) to perform and manage the work in a coordinated and effective manner.

2.6.2.6.4 Ability to obtain the required response rate of sixty

(60%) percent for customers who have had contact with

CCWA.

2.6.2.7 Adept in reporting survey results. Reporting should include the following:

2.6.2.7.1 An Executive Summary of findings.

2.6.2.7.2 Graphics detailing findings.

2.6.2.7.3 Comparisons with similar utilities based on size and services offered.

2.6.2.7.4 Verbatim statements/comments received from

customers.

2.6.2.8 Experience with computer databases and the capacity to handle the required volume of data collection, data processing, and data reporting in an accurate, timely, and efficient manner.

2.6.2.9 Experience in analyzing and reporting survey results.

Clayton County Water Authority December 2024

2.6.3 Project Understanding and Approach

2.5.2.4 Each proposal must contain a detailed description of how the vendor will provide the services outlined in the RFP. This part of the proposal may also include descriptions of any enhancements or additional services or qualifications the vendor will provide that are not mentioned in the RFP. Present a proposed schedule, including significant workshops, milestones and activities to complete the project. Present a proposed approach to include:

2.5.2.5 Partner with designated CCWA staff to develop the content of the survey. The content should be drafted to ensure that CCWA obtains a clear understanding as it relates to customer attitudes and perceptions of service received. We anticipate that the successful firm will engage in preliminary investigations of customer attitudes through various vehicles to include focus groups in order to develop effective content for the Survey.

2.5.2.6 Assist CCWA with determining customer survey base. For example:

2.5.2.6.1 Have had an active CCWA account for five (5) years

or greater (33%).

2.5.2.6.2 Have established an account with CCWA within the

past two (2) years (33%).

2.5.2.6.3 Have established an account with CCWA within the

past one (1) year (33%) Propose number of CCWA customers that should be surveyed.

2.5.2.7 Propose survey content, survey methods, and provide proposed survey to CCWA team and CCWA management for approval.

2.5.2.8 Develop recommendations for improvements for customer service at CCWA based on customer feedback from the Survey.

2.5.2.9 Develop recommendations for technology initiatives for CCWA based on customer feedback from the Survey.

2.5.2.10 Document actions, data and results in a final Survey report. This effort will result in a baseline picture of customer satisfaction levels.

2.5.2.11 The survey firm will develop and then propose a go-forward approach for CCWA to monitor on-going customer satisfaction levels on a quarterly basis.

2.5.2.12 Proposals should list in detail strategies for marketing and engaging CCWA customer base in the survey to ensure maximum customer participation.

Clayton County Water Authority December 2024

2.5.2.13 The Survey must include the methodology used to quantify the results to determine satisfaction/dissatisfaction amongst customers having contact with CCWA.

2.5.2.14 The Survey must include statistical information including margin of error.

2.5.2.15 The Survey should be segmented by customer contacts received in the call center, and walk-in and field contacts. The Survey should include all means capable of obtaining a return of sixty

(60%) percent (i.e., telephone, mail and website survey) participation.

2.5.3 References

Proposers must provide at least three (3) client references. Each reference should be for a similar project as the one being proposed for

CCWA along with similar size and complexity of the CCWA requested services under this RFP.

Preference is given to Utilities within the State of Georgia, and in the

Southeast.

Information should include at the minimum:

2.5.3.1 Client name, address, phone number, e-mail, and contact person.

2.5.3.2 Number of customers by service.

2.5.3.3 Service and solution implemented.

2.5.3.4 Implementation status.

2.5.4 Cost Proposals

The Cost Proposal must include all costs associated with performing the services under this RFP as follows:

Item 1 - Customer Service Satisfaction Survey: All labor costs to perform the survey including but not limited to professional, technical and other labor to collect, analyze, report and recommend. This cost must be lump sum to complete the base line survey with a response rate of at least 60% for the customers contacted.

Item 2 - Travel: Estimate all travel costs associated to perform the survey including but not limited to airfare, hotel, mileage, car rental and meals.

Item 3 - Other Expenses: Estimate all other expenses associated to perform the survey including, but not limited to postage, computer usage, internet usage, paper and printing.

Clayton County Water Authority December 2024

Optional:

Item 4 - Follow-Up Customer Service Satisfaction Survey: All labor costs to perform the survey including but not limited to professional, technical and other labor to collect, analyze, report and recommend. This cost must be lump sum to complete the base line survey with a response rate of at least 60% for the customers contacted.

Item 5 - Travel: Refer to Item 2 above.

Item 6 - Other Expenses: Refer to Item 3 above.

The Cost Proposal Form must include all costs associated with conducting the survey as indicated in this RFP. If other costs (or services) are being proposed, please outline those costs on a separate submittal.

One (1) original of the Cost Proposal must be submitted in a separate sealed envelope and placed within the completed sealed RFP submittal package. No other references or mentioning of costs should be included in any other section of your submitted proposal. The Cost

Proposal Form is to be opened after the last and final evaluation of the proposal. CCWA reserves the right to negotiate cost with any and all

Proposers that may be awarded work under this Request for Proposal.

Such negotiations are at the sole discretion of the CCWA.

2.6 Evaluation Criteria

Proposals will be evaluated by CCWA staff and ranked based on the following criteria to develop a short list of the top-ranked Firms. After a short-list of top ranked Firms is completed, intro demonstrations and finalist demonstrations will be conducted along with a review of the cost submission portion of the proposal to complete the selection process. Ranking of proposals and proposed contract award will be made at the sole discretion of the CCWA.

Item Criteria Points

1 Qualifications/Experience of the Project Team and Sample Plan 15

2 Project Understanding and Approach 25

3 References 10

4 Cost Proposal 40

5 SLBE Preference Points 10

Total Points Without Presentation 100

6 Oral Presentation - By short-listed firms (if requested by CCWA) 20

Total Possible Points 120

Clayton County Water Authority December 2024

Division 2 Proposal Requirements

Section 1: Instructions to Proposers

These instructions are to be followed by every entity proposing to provide the Clayton County

Water Authority (CCWA) with goods and/or services. These instructions constitute an integral part of the proposal, and any Proposer agrees that tender of a proposal constitutes acknowledgment and acceptance of its obligation to adhere to these instructions, which are to be incorporated into and considered part of any contract the Proposer ultimately executes with the CCWA.

1. If there is any question whatsoever regarding any portion of the specifications, it shall be the Proposer’s responsibility to seek clarification immediately from the

CCWA, as early as possible prior to the proposal opening. Regarding public works projects, requests for interpretations of specifications must be made in writing to the department proposing out the project not later than five (5) days prior to receipt of proposals.

2. Unless it is otherwise stated in the proposal documents, it shall be the responsibility of the Proposer to inform itself as to all conditions of the work site and to make and take account thereof in calculating and submitting its proposal.

Documents may be made available by the CCWA during the proposal process;

no warranty of accuracy is made in regard to these documents, and it is the responsibility of the Proposer to make its own investigations as to the nature of the work and the conditions under which it shall be performed, and to make its own independent assumptions as to these matters. The burden of anticipating unforeseen circumstances, either hidden or latent, and the conditions of the work site and all related circumstances, and the cost of accommodating therefore should unanticipated circumstances be later encountered shall rest upon the proposer.

3. Pre-proposal meeting or any other information session will be held at the location as indicated in the solicitation. Unless indicated otherwise, attendance is not mandatory, although vendors are strongly encouraged to attend. However, in the event the meeting is mandatory, then a representative of the vendor must attend the meeting in its entirety to be considered eligible for solicitation award. Late entry to the meeting will not be allowed.

4. In the event that, after the acceptance of a proposal by the Board of Directors of the CCWA, any unsuccessful Proposer wishes to contest such action, a written

“Notice of Contest” must be filed with the General Manager no later than close of business on the 5th business day after the selection of successful Proposer by the Board. Failure to timely file such notice shall forever preclude the filing of a contest of the award, or any civil action in the courts of the State of Georgia or of the United States.

Clayton County Water Authority December 2024

5. Information submitted by the Proposer in the proposal process shall be subject to disclosure after proposal award in accordance with the Georgia Open Records

Act. Proprietary information must be identified and be accompanied by a signed affidavit outlining the redacted information. Entire proposals may not be deemed proprietary.

6. Proposals must be made on the enclosed proposal Form. Unless otherwise requested, one (1) original and at least two (2) copies of the proposal Form need to be submitted, and these copies must be typewritten or printed in ink. All copies of any proposal Forms must be signed in ink by the person or persons authorized to sign the proposal Form. The person signing the proposal Form must initial any changes or corrections.

7. The name of the person, firm, or corporation making the proposal must be printed in ink, along with the Proposer’s signature, on all separate sheets of the proposal

Form. If a proposal is made by an individual, his name and post office address must be shown. If made by a firm, or partnership, the name and the post office address of each member of the firm or partnership must be shown. If made by a

Corporation, the person or persons signing the proposal must show the name of the State under the laws of which the Corporation is chartered and his, or their, authority for signing same. The names, titles and addresses of the President, Secretary and the Treasurer and the corporate authority for doing business in this state shall be listed and returned with the proposal Form.

8. All proposals must be hand delivered, delivered by courier service, or mailed via the United States Postal Service. No facsimiles will be accepted. The person, firm, or corporation making the proposal shall submit it in a sealed envelope on or before the date and time specified in the proposal package. The envelope shall be marked “Sealed Proposal” and carry the proposal title, Contractor’s License

Number and date and time of opening as set forth in the proposal package. The envelope shall also bear the name of the party making the proposal and the party’s address. Address proposals to Clayton County Water Authority, 1600 Battle Creek

Road, Morrow, Georgia, 30260. Even if a proposal is not submitted, the proposal form should be returned signed and with an explanation, otherwise the result will be deletion from the mailing list.

9. If published price books are a part of your proposal, one price book must be included with your proposal Form, and the successful Proposer is required to furnish additional current price books after award of the proposal.

10. Alterations to the documents are strictly prohibited and shall result in automatic disqualification of the Proposer’s proposal. If there are "exceptions" to the specifications or comments to any of the solicitation requirements or other language, then the Proposer may ask questions regarding those requirements or submit additional documentation as to the variation from the specifications but

Clayton County Water Authority December 2024 may not alter any of the language contained in the solicitation.

11. In the case of goods, the person, firm or corporation making the proposal may propose all items. All items may be considered separately, at the discretion of the

CCWA.

12. Proposals for public works whose price exceeds one hundred thousand dollars

($100,000.00) must be accompanied by a certified check, cashier's check, or acceptable bid bond in an amount not less than five percent (5%) of the amount proposal.

13. Proposers for construction contracts where the laws of Georgia or the United

States of America require a license in order to perform such construction must list the license number and class on the face of the proposal envelope and must enclose copies of any required license with the proposal.

14. When public work is let out for proposal, no person shall prevent or attempt to prevent competition in such proposal. Such Proposers must make an oath filed with the officer who makes payments under the contract that they have not prevented or attempted to prevent competition in the proposal process. Such oath must be signed by: if a partnership, all partners and any officer or agent or other person who acted on the partnership’s behalf during the proposal process; if a corporation, all officers, agents, or other persons who acted for the corporation in the proposal process.

15. Proposals shall not be withdrawn or cancelled by the Proposer past the proposal opening date and time. The Proposer may make modifications/corrections to the proposal by submitting a corrected seal proposal but only if the change is prior to the proposal opening. The corrected document should be clearly marked that it supersedes the proposal originally submitted. No modification or corrections will be allowed subsequent to the proposal opening.

16. By tendering a proposal, a Proposer agrees to leave the proposal open for acceptance by the CCWA for ninety (90) days after the date set for the opening thereof.

17. By tendering a proposal, the Proposer certifies that the Proposer has carefully examined these instructions and the terms and specifications applicable to and made a part of the proposal. The Proposer further certifies that the prices shown in any schedule of items on which the Proposer is proposing are in accordance with the conditions, terms and specifications of the proposal and that they are aware that any exception taken thereto may disqualify the proposal. Proposers are required to inform themselves fully as to the availability of materials and the conditions relating to construction and labor under which any work will be or is now being performed. No error or misjudgment nor any lack of information on local conditions, general laws or regulations on the part of the Proposer shall merit

Clayton County Water Authority December 2024 withdrawal of the proposal.

18. Copies of all communication pertaining to proposals must be sent to the Contracts, Compliance and Risk Management Section.

19. The purpose of this proposal is to establish contract prices. Unit price extension and net total must be shown if applicable. Cash discounts should be indicated separately. Any applicable sales taxes should be included in the unit prices for all materials to be provided by the successful Proposer

20. Proposers are hereby notified and agree by submission of a proposal Form that if additional items not listed in the proposal Form become necessary and require unit prices not established by the proposal Form, the unit prices of such items shall be negotiated and shall be directly proportional to the established unit prices of similar items in the proposal Form.

21. All prices on goods shall be for delivery, our destination, f.o.b. freight prepaid

Jonesboro, Georgia, and/or Morrow, Georgia, unless otherwise shown. Any deliveries shall be made as needed and requested throughout the contract period.

22. Quantities when shown are estimates only, based on anticipated needs. The

CCWA reserves the right to purchase more or less based on actual need at contract price. If a Proposer intends to offer minimum or maximum shipment quantities, such intent and such quantities should be specified on the proposal

Form. Otherwise, none will be assumed.

23. The time for completion of the work is stated in the proposal Form. Failure to complete the work within this period shall result in payment to the CCWA of liquidated damages in an amount provided for by contract for each calendar day in excess of the Contract time.

24. The Proposer must employ such methods and means in carrying out the work as will not cause any interruption of or interference with any other Proposer.

25. The successful Proposer must comply with the applicable Risk Management

Requirements prior to beginning performance, and during the contract period.

26. The Contract between the CCWA and the Proposer shall be executed on a form provided by CCWA and will be subject to all requirements of the contract documents (which include but may not be limited to the Contract, these instructions, any Purchase Orders, and the Risk Management Requirements), and shall form a binding contract between the contracting parties.

27. Failure to execute the Contract, any required Surety Performance and Payment

Bonds, or to furnish any required satisfactory proof of carriage of required insurance within ten (10) days from the date of notice of award of the Contract shall be just cause for the annulment of the award and for forfeiture of the proposal

Clayton County Water Authority December 2024 guaranty to the CCWA, not as a penalty, but in liquidation of damages sustained.

At the discretion of the CCWA, the award may then be made to the next lowest responsible vendor, or the work may be re-advertised or constructed by the

CCWA.

28. Any Contract and Contract Bonds shall be executed in duplicate.

29. Award of this proposal shall be by action of the CCWA Board at its regular monthly meeting.

30. The CCWA reserves the right, with or without notice or cause, to accept any proposal regardless of the cost thereof; to reject any proposal, or any number of proposals; to negotiate with any Proposer for a reduction of or alterations in its proposal; to reject all proposals and to call for additional proposals upon the same or different invitations to proposal, plans or specifications; to be sole judge, in its discretion, on all questions as to whether or not a proposal complies with the invitation to proposal, the plans or the specifications, and as to the solvency and sufficiency of any and all sureties on all bonds.

31. The apparent low proposal for goods shall be considered to be the lowest aggregate total price of specified products at their unit prices times the estimated required quantities of these specified products.

32. Proposals received from two (2) or more vendors that are identical in price, delivery and meet the requirements of the proposal specifications shall be awarded on the following basis:

a. The proposal submitted by a vendor who does not have a documented negative vendor performance record.

b. The proposal submitted by a vendor who is located within Clayton County.

c. The proposal submitted by a vendor who is certified by our Small Local

Business Enterprise Program.

d. If the tie proposals meet all the above criteria, and it is not in CCWA’s best interest (at its sole discretion) to split the award, the proposal award is based on the toss of a coin by CCWA staff in a public session. The vendors involved will be invited to attend the coin toss at a stated date and time. One or more witnesses from both CCWA Procurement and the Request

Department may be present. A simple coin toss (called by the vendor listed first in the alphabet) will break the tie and decide the award.

33. While price is the prime criteria, and the CCWA intends to purchase at the lowest responsible proposal available, price shall not be the sole criteria utilized by the

CCWA in evaluating the proposal package submitted. The following criteria shall also be utilized by the CCWA in determining the lowest responsible proposal:

Clayton County Water Authority December 2024

a. Ability of Proposer to perform in the time frame needed by the CCWA.

b. Reputation of the Proposer in its industry.

c. Reasonableness of the proposal in relation to anticipated costs.

d. Ongoing relationships with the CCWA based on above-average prior performance of work with CCWA.

e. Preference for local vendors where there is no significant variance in price or service.

34. Proposers are notified that CCWA reserves the right except in the case of public works contracts to include among the factors considered in awarding the contract the proximity of each Proposer’s place of business to any affected Authority facility. CCWA further reserves the right to award the contract to a Proposer other than the Proposer offering the lowest price where: (a) the difference in price between the low Proposer and the preferred Proposer is nominal: and (b) CCWA's

Board determines that the preferred proposal provides the most cost-effective option due to the closer proximity of the preferred Proposer’s place of business to the affected Authority facility or facilities. In such a situation, by responding to this proposal, the Proposer waives any cause of action against CCWA for frustration of proposal or under any similar legal theory; furthermore, the Proposer agrees to pay all costs and expenses, including but not limited to attorney fees, incurred by

CCWA in defending against any such claim.

35. It is the policy of the Clayton County Water Authority (CCWA) to promote award of sub-agreements for goods and/or services to qualified minority and women-owned businesses. Proposers are encouraged to solicit minority and women-owned businesses whenever they are potential sources.

36. Proposers are encouraged to utilize the services and assistance of the U.S. Small

Business Administration (SBA), and the office of the Department of Commerce

Minority Business Development Agency (MBDA). These agencies can provide assistance in securing the names of qualified minority and women-owned businesses. Additionally, it is encouraged that Proposers access certified Small

Local Business Enterprise (SLBE) vendors from Clayton County, DeKalb County, and City of Atlanta.

The Georgia Department of Transportation (DOT) has established a list of qualified Disadvantaged Business Enterprises. Information is available online under the tab for “Directories”, link for “UCP Directory - Excel” at:

http://www.dot.ga.gov/PS/Business/DBE.

The successful Proposer will be asked to provide, along with his Request for

Payment each month a list of qualified SLBE and MBE/WBE businesses utilized on this Project.

http://www.dot.ga.gov/PS/Business/DBE

Clayton County Water Authority December 2024

GEORGIA SECURITY AND IMMIGRATION COMPLIANCE ACT OF 2006

37. Pursuant to the Georgia Security and Immigration Compliance Act of 2006, the successful Proposer understands and agrees that compliance with the requirements of O.C.G.A.13-10-91 and Georgia Department of Labor Rule 300-

10-02 are conditions of this proposal and contract document. The Proposer further agrees that such compliance shall be attested by the Proposer and any of his

Subcontractors by execution of the appropriate Affidavit and Agreement included after the Agreement Form of these documents.

Clayton County Water Authority December 2024

Division 2 Proposal Requirements

Section 2: Risk Management Requirements

The Contractors and any potential CCWA approved Subcontractors will provide minimum insurance coverage and limits as per the following:

The Contractor/Subcontractor will file with the Clayton County Water Authority (the “Authority”)

Certificates of Insurance, certifying the required insurance coverage and stating that each policy has been endorsed to provide a minimum of thirty (30) day advance written notice to the Authority in the event of cancellation, material change, or nonrenewal of policies required under the contract to the Authority. All bonds and insurance coverage must be placed with an insurance company approved by the Authority, licensed, or approved to do business in the

State of Georgia, and rated Secure (“A-”, “VII” or better) by A.M. Best’s Insurance Guide throughout the duration of the contract. The letter denotes the company’s financial strength, and the Roman numeral represents the financial size of the carrier. Worker’s Compensation self-insurance for individual Contractors must be approved by the Worker’s Compensation

Board, State of Georgia and/or Self-Insurance pools approved by the Insurance

Commissioner, State of Georgia. The insurer shall agree to waive all rights of subrogation against the Authority, its elected or appointed officers, officials, agents, authorized volunteers, and employees for losses paid under the terms of this policy which arise from work performed by the Named Insured for the Authority, but this provision applies regardless of whether or not the Authority has received a waiver of subrogation from the insurer.

As the Risk Management Requirements herein are minimum required insurance coverage and limits, the Authority’s Risk Manager may require additional and/or increase in coverage and limits driven by the complexity of the relevant contract.

The Authority requires insurance on an “occurrence” basis whenever possible. Policies written on a “claims made” basis (e.g. cyber, professional liability and pollution liability) require the inclusion of the following provisions:

(a) The retroactive date must be shown on the certificate of insurance (or provided a copy of the declarations page showing it).

(b) Insurance must be maintained for at least two (2) years after completion of the work and/or contract.

(c) If coverage is canceled or non-renewed after the work has been completed and/or the contract has ended, the contractor must purchase the extended reporting period for at least two (2) years.

Clayton County Water Authority December 2024

APPLICABLE TO ALL CONTRACTS AS APPLICABLE (Marked with an “X”)

Worker’s Compensation – Required for all contracts, including any sole proprietor, individual consultants, or small businesses.

Worker’s Compensation coverage on a statutory basis for the State of Georgia with an Employer’s

Liability MINIMUM limits of $500,000 bodily injury for each Accident, $500,000 bodily injury for each Disease, and $500,000 bodily injury by

Disease for each Employee. Other States: If any work is performed out of state including any remote workers, then those states must be covered as well. Maritime endorsements: If there is an exposure of injury to any contractors or providers to any maritime exposures then coverage shall include the appropriate endorsements such as USL&H (United States

Longshore and Harbor Workers Comp Act), Jones Act or other federal statutes. Waiver of subrogation: The insurer agrees to waive all rights of subrogation against the Authority, its elected or appointed officers, officials, agents, authorized volunteers, and employees for losses paid under the terms of this policy which arise from work performed by the Named Insured for the Authority, but this provision applies regardless of whether or not the Authority has received a waiver of subrogation from the insurer. An umbrella policy may increase the employer’s liability limits to meet the minimum requirements.

Commercial General Liability – Required for all contracts. Coverage to be provided on

“occurrence” not “claims made” basis. The coverage is to include Contractual liability, Per

Project Limit of Liability, losses caused by

Explosion, Collapse and Underground (“xcu”) perils, the “Clayton County Water Authority” is to be added as an Additional Insured and Products and Completed Operations coverage is to be maintained for three (3) years following completion of work. The general aggregate and products & completed operations aggregate should be at least twice the minimum required

❑ Crime Liability – Required for all contracts involving any use, care, custody, or control of any cash, money, securities, and/or wire transfers.

Any use of crypto currencies must be pre-approved by the Risk Management Department.

❑ Cyber Liability – Required for all software, computer hardware installation, data access, data integrations, data usage, cloud storage, SaaS, and or technology related contracts.

Coverage shall include the minimum: a)

Information Security & Privacy Liability; b)

Regulatory Fines and Penalties; c) Payment

Card Industry (PCI) if credit cards and/or banking information is obtained or accessed, and d)

Ransomware. Since cyber insurance policies are written on a claims-made basis, insurance must be maintained for at least two (2) years after completion of the work and/or contract.

❑ Professional Liability Insurance (Errors &

Omissions) – Required for all professional service contracts. This shall include any consultants, medical, legal, technical, insurance agents, or other professions that require proper licenses. Since professional insurance policies are written on a claims-made basis, insurance must be maintained for at least two (2) years after completion of the work and/or contract.

❑ Terrorism Liability – Required on specific contracts stated by the Risk Management

Department including but not limited to: 1) all contracts involving access or use of any water, gas, electric utilities shall require third parties to have TRIA and third-party liability limits of at least

$5,000,000; and 2) all special events that are highly visible, politically sensitive, or have more than 1,000 attendees should require at least

$1,000,000 of terrorism liability for any event sponsors.

Clayton County Water Authority December 2024 occurrence limit. Policy shall be written on an

Insurance Services Office (ISO) industry form

CG0001 2010 or newer. Contracts involving any youths or children under 18 should also be required to provide proof of coverage for sexual abuse & molestation coverage that it is either;

clearly not excluded on the general liability or purchased as a stand-alone policy. Should the coverage be on a claims-made basis, insurance should remain in force for the life of the contract and up to the date to which the youngest youth/child at the start of the contract turns age

18 plus two years.

Automobile Liability – Required for all contracts except for products or services that are remote only or are delivered by a professional delivery service. ISO policy form CA0001 or its equivalent liability coverage. Coverage shall be included for any owned, leased, hired, or non-owned autos (ISO symbol 1 is preferred). For any contracts involving the transportation of hazardous materials, limited pollution endorsement ISO form CA9948 or its equivalent shall be on the policy. Sole proprietors shall provide the same limits as stated above via a personal auto policy plus an umbrella. Uninsured motorist coverage should be equal to the per occurrence limit except for contracts with other governmental entities.

❑ Aviation Liability – Required for all

Drones/UAV (Unmanned Aerial Vehicles), general aviation contracts, and Fixed base operators (FBO). Coverage should include owned, hired, and non-owned aircraft/aviation.

❑ Liquor Liability – Required for all third-party services and contracts involving selling, distributing, or serving alcohol. Coverage should be full liquor liability and not “host” liquor if it is being sold.

❑ Sexual Abuse & Molestation Liability –

Required for all contracts and services involving youths, children, special needs, or senior citizens. Must be maintained for at least two (2) years after completion of the work and/or contract.

❑ Builder’s Risk – Recommended for most construction projects. The limit of coverage should be equal to the value of the contract or

GREATER. Covered perils should be at least fire, wind, theft, vandalism, flood, and earthquake.

❑ Umbrella Liability – Recommended for all contracts. The umbrella or Excess Liability Policy may be used to combine with underlying policies to obtain the limits required. The Management of the Authority may elect to require higher limits.

The underlying coverage shall be General

Liability, Automobile Liability, and Employers

Liability (Workers Compensation). Concurrent policy dates with primary liability policies except for Workers Compensation.

MINIMUM LIMITS OF LIABILITY ON NEXT PAGE

Clayton County Water Authority December 2024

INSURANCE COVERAGE LIMIT

Worker’s Compensation

Bodily Injury by Accident - Each Accident $500,000

Bodily Injury by Disease – Each Disease $500,000

Bodily Injury by Disease – Each Employee $500,000

Commercial General Liability

General Aggregate $2,000,000

Products & Completed Operations Aggregate $2,000,000

Each Occurrence $1,000,000

Personal & Advertising Injury $1,000,000

Damages to Premises / Fire Legal $500,000

Medical Payments $5,000

Automobile

Combined Single Limit OR $1,000,000

Per Person $500,000

Per Occurrence $500,000

Property Damage $100,000

Medical Payments $1,000

Crime

Employee Dishonesty $1,000,000

Funds Transfer Fraud $1,000,000

Money & Securities $100,000

Computer Crime $1,000,000

Social Engineering or its equivalent $100,000

Cyber Insurance

Each Claim/Wrongful Act $1,000,000

Annual Aggregate $2,000,000

Business Interruption $1,000,000

Data Recovery $1,000,000

Cyber Extortion Expenses $500,000

Cyber Extortion/Ransom Payments $50,000

Professional Liability Each Claim/Wrongful Act $1,000,000

General Aggregate $2,000,000

Terrorism Access/use of water, electric or gas utilities $5,000,000

Special events $1,000,000

Aviation

Each Occurrence $5,000,000

Automobile Liability $1,000,000

Pollution Liability (FBOs Only) $1,000,000

Liquor Each Occurrence $1,000,000

General Aggregate $2,000,000

Sexual Abuse & Molestation Each Claim/Wrongful Act $1,000,000

General Aggregate $2,000,000

MINIMUM LIMITS OF LIABILITY

Clayton County Water Authority December 2024

Division 2 Proposal Requirements

Section 3: Required Proposal Submittals

3.1 Proposal Submittal Requirements:

The following items are required to be included as part of the proposal submittal. Failure to include any of these items may result in the proposal being deemed non-responsive:

For your convenience, a check box is provided next to the required items, which include but are not limited to:

A.

Proposal Form – Proposers must submit their completed and signed

Proposal Form. ❑

B.

Proposer Qualification Information Form, including References. Failure to provide satisfactory references will result in the proposal being deemed non-responsive.

C. Georgia Security and Immigration Compliance Act of 2006 form. ❑

D. Contractor Affidavit and Agreement form. ❑

E.

Subcontractor Affidavit form.

An indication of “N/A” for “not applicable” must be noted as appropriate. ❑

If a Contractor/Subcontractor will not be performing any services under this contract, the Contractor/company submitting the proposal MUST also complete, sign, date, and have both Affidavit forms notarized and make proper notation of

"N/A" - Not Applicable.

CCWA cannot consider any proposal which does not include completed affidavits. It is not the intent of this notice to provide detailed information or legal advice concerning the Georgia Security & Immigration Compliance Act of 2006, as amended on May 11, 2009. All Proposers intending to do business with

CCWA are responsible for independently apprising themselves and complying with the requirements of that law and its effect on CCWA procurements and their participation in those procurements.

F.

CCWA SLBE Certificate

An indication of “N/A” for “not applicable” must be noted as appropriate. ❑

G. Non-Collusion Certificate. ❑

H. Certification of Absence of Conflict of Interest. ❑

I. Vendor Information Form. Company name must match the W-9 Form. ❑

Clayton County Water Authority December 2024

J.

W-9 Form. Company name must match the Vendor Information Form and must be registered with the Georgia Secretary of State.

K. Copies of all licenses required to perform the work (if applicable). ❑

L.

Proposers’ corporate minutes that include officers’ names and titles with authority to sign contracts. ❑

M.

Any other items as required in this RFP including but not limited to the items contained in the Instructions to Proposers, Proposal Form and

Specifications sections.

N. All addenda issued. ❑

3.2 Required Post Award Submittals:

The following is required from the successful Proposers:

a. A current Certificate of Insurance.

b. An endorsement including CCWA as an additional insured for the Commercial General Liability only.

c. A 30-day cancellation endorsement for ALL policies on your Certificate of Insurance.

https://ecorp.sos.ga.gov/BusinessSearch

Clayton County Water Authority December 2024

Division 2 Proposal Requirements Section 4: Proposal Form

Proposal of _________________________________________________________________ (Hereinafter "Proposer"), organized and existing under the laws of the State of , doing business as _____________________________________(insert "a corporation," "a partnership," or "an individual" or such other business entity designation as is applicable).

To the Clayton County Water Authority (hereinafter "Owner").

In compliance with the Request for Proposals, Proposer hereby proposes to perform all Work for Customer Service Satisfaction Survey in strict accordance with the Contract Documents as enumerated in the Request for Proposals, within the time set forth therein, and at the prices stated below.

By submission of this proposal, Proposer certifies, and in the case of joint proposal each party thereto certifies as to the party’s own organization that this proposal has been arrived at independently, without consultation, communication, or agreement as to any matter relating to this proposal with any other Proposer or with any competitor. Proposer also certifies compliance with the Instructions to Proposers.

In submitting this proposal, Proposer certifies Proposer is qualified to do business in the state of Georgia as required by laws, rules, and regulations or, if allowed by statute, covenants to obtain such qualification prior to contract award.

CONTRACT EXECUTION:

The undersigned Proposer agrees, if this proposal is accepted, to enter into an Agreement with OWNER on the form included in the Documents to perform and furnish Work as specified or indicated in the Documents for the Contract Price derived from the proposal and within the times indicated herein and in…