23723 Final Amended Exhibit B2.docx

EXHIBIT B2 – PERFORMANCE REQUIREMENTS

Type/print full legal name of bidder company

Instructions:

Note: Bidder must follow the instructions set forth in this Exhibit. Unless Enterprise Services, in it’s 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 bidder meets or exceeds each requirement in the Written Response column.

a. Supporting Information. Please make sure to include references in Exhibit A-2 – Bidder Profile that align with the information provided in this exhibit. Enterprise Services may request additional information or references to help verify the information provided by bidder in this exhibit. A bidder’s failure to provide such requested information to Enterprise Services within five (5) business days will result in disqualification.

b. Bidder’s Commitments. Please note that, if bidder is awarded a contract, bidder’s responses to some of the performance requirements below (e.g., customer service) will be incorporated into 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. Bidder’s written response to the performance requirements will be assessed as follows:

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

Stated Business Need

To meet minimum acceptable standard [0%]: Bidder’s key personnel who will be supporting the resulting contract, if awarded, cumulatively must demonstrate at least 5 years of relevant industry experience. Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Added value considerations: For bidder’s key personnel who will be supporting the resulting contract, if awarded, provide the following information that demonstrates industry knowledge and experience:

(a) Years of Industry Experience: list the number of years.

(b) Education and Training: list any relevant education and training in this area.

(c) Professional Certifications: list any relevant professional certifications in this industry, publications or professional associations the person is active in.

Written Response Required. 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:

Please indicate your regular customer service hours and your maximum response time to customer inquiries or orders.

To meet minimum acceptable standard [0%]: As specified in Exhibit D – Contract, at a minimum the contractor must provide customer support via phone and email from 8 AM to 5 PM PST and be able to respond to requests within 48 hours.

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

Added value considerations: Provide information that demonstrates commitment to excellent and timely customer support, communication, and dispute escalation:

(a) Maximum response time commitment for customer questions, quote requests, appointment requests, etc.; and

(b) Escalation process for any customer service issue that is not resolved within five days.

(a) Customer Service Hours for phone and email support (in PST):

(b) Maximum response time for customer orders/inquiries:

(c) 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:

(d) Customer Issues Escalation Process:

To meet minimum acceptable standard [0%]: At a minimum, the bidders must commit to deliver all orders within 150 days of the order receipt.

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

Added value considerations: Provide information on how your company can meet and exceed the above stated delivery needs:

(a) identify the delivery lead time commitment for expedited orders, if offered (if applicable, add expedited order charge in Exhibit C).

(b) list options your company will offer purchasers if after order placement the delivery is unexpectantly delayed (e.g., order cancelation with no charges or requirements, equivalent or better alternative product substitution at no additional charge, discounts for the delayed product, if so, specify discount %, etc.)

(a) Not to exceed delivery time for all orders (in days):

(b) Not to exceed delivery time for expedited orders, if offered (in days):

(c) Options offered in case of order delivery delays:

Return this exhibit to Procurement Coordinator at:

DESContractsTeamApple@des.wa.gov

EXHIBIT B-2 – PERFORMANCE REQUIREMENTS PAGE 2

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