28723 ExhibitB2-PerformReq Scored.docx

EXHIBIT B2 – PERFORMANCE REQUIREMENTS -SCORED

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.

2. Review the below qualification requirements. Qualification requirements will be assessed as follows:

3. Provide a written response that addresses how bidder meets 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 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.

4. Submit the exhibit as a Microsoft Word document and without modifying the font or 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%]: As specified in Exhibit D – Contract Section 8.5, at a minimum the contractor must provide:

a. Bidder’s Response Time Commitment to:

· respond to Purchaser’s routine questions, provide quote requests, and respond to non-emergency appointment requests within three (3) business days.

· Contractor Acknowledgment to respond to Purchaser Quotes & Quote requests within three (3) business days;

· Respond to Purchaser’s non urgent appointment requests within three (3) business in days.

· Respond to Purchaser’s Malfunctioning service equipment during normal business hours within two (2) hours

· Respond to Purchaser’s malfunctioning service requests outside of normal business hours within four (4) hours of notification.

b. Respond to L&I corrections and provide Purchaser with timeline for corrections and/or provide Purchaser with date Elevator Technician will be on scene to make the corrections within in three (3) three business days;

c. Customer Service escalation process and provides additional customer service representatives for customer service issues that is not resolved within five (5) business days.

d. Bidder’s time commitment to resolve billing errors and issues once Purchaser notifies Contractor or the discrepancy not to exceed 30 calendar days.

e. Bidder’s Invoicing/Billing Escalation for remedying invoicing errors with an escalation process and more than two (2) Contractor’s personnel dedicated to resolving invoicing/billing issues and 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 e, that exceed the minimum acceptable standard above.

a. Bidder’s Response Time Commitment To:

· Purchaser Routine Questions.

# of business days (minimum acceptable standard is three (3) business days)

· Contractor Acknowledgment to Purchaser’s Quotes & Quote Requests.

# of business days (minimum acceptable standard is three (3) business days)

· Appointment Requests (Non-Emergency).

# of business days (minimum acceptable standard is three (3) business days)

· Malfunctioning Service Requests:

# of hours during normal business hours (minimum acceptable standard is two (2) hours)

# of hours outside of normal business hours (minimum acceptable standard is four (4) hours)

b. Response time commitment Contractor will provide Purchaser when responding to L&I correction notices:

· Correction Notices.

# of business days (minimum acceptable standard is three (3) business days)

c. Provide at least two (2) Customer Service representatives:

1. Customer Service Escalation Personnel 1 Role/Title: /

· Email Address:

· Phone #:

2. Customer Service Escalation Personnel 2 Role/Title: /

· Email Address:

· Phone #:

3. Customer Service Escalation Personnel 3 Role/Title: /

· Email Address:

· Phone #:

Bidder’s escalation process remedying Purchaser’s issues (added value consideration):

Bidder’s response below or may attach response in a separate document; please label the document Response Exhibit B2 Escalation:

d. Bidder’s commitment to resolve billing errors and issues:

# of calendar days (maximum acceptable standard is 30 calendar days)

e. Provide at least two (2) Contractor’s personnel and representatives who have authority to resolve invoicing issues Escalation Invoicing/Billing Personnel and miscellaneous Purchaser concerns:

Invoicing/Billing Escalation Personnel 1 Role/Title: /

· Email Address:

· Phone #:

Invoicing/Billing Escalation Personnel 2 Role/Title: /

· Email Address:

· Phone #:

Invoicing/Billing Escalation Personnel 3 Role/Title: /

· Email Address:

· Phone #:

Escalation process remedying invoicing errors regarding incorrect and inaccurate invoices and billing issues:

Bidder’s response below or may attach response in separate document; please label the document Response Exhibit B2 Invoicing

To meet minimum acceptable standard [0%]: Bidder must have three (3) Elevator Technician Mechanics employed with your business for at least three (3) years. To demonstrate this please provide the following:

a. Retention of more than three (3) Elevator Technician Mechanics employed with your business for more than three (3) years, to include: average length of employment or subcontractor agreement.

b. Bidder’s turnover rate over the last five (5) years.

c. Bidder’s recruiting process to find and hire qualified and diverse personnel and/or subcontractors.

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 providing additional value in retention, recruiting, and retaining employees and subcontractors that exceed the minimum acceptable standard above.

a. Key Personnel 1 Role/Title: /

· Years of Employment with your Business:

Key Personnel 2 Role/Title: /

· Years of with your Business:

Key Personnel 3 Role/Title: /

· Years of with your Business:

Key Personnel 4 Role/Title: /

· Years of with your Business:

Key Personnel 5 Role/Title: /

· Years of with your Business:

b. Turnover Rate over the last five (5) years:

c. Recruitment process Bidder’s response below or may attach response in separate document; please label the document Response Exhibit B2 Recruitment

To meet minimum acceptable standard [0%]: As specified in Exhibit D – Contract, Section 8.5, must provide:

a. Elevator Technician Mechanics Contractor has on staff to respond to emergencies/entrapments on average daily two (2) Elevator Technician Mechanics

b. Contractor’s response to Purchaser’s emergency or entrapment response time for technician to be on site within one (1) hour of notification of emergency; Contractor responds to emergency requests during normal business work hours within one (1) hour and every hour updates beyond the first hour to the Purchaser and during overtime hours within one (1) hour to the Purchaser.

c. Contractor’s response commitment to provide updates as to the Elevator Technician(s) arrival time to the Purchaser.

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 providing information that demonstrates commitment to resolving emergencies quickly that exceeds the minimum acceptable standard above.

a. # of Elevator Technician Mechanics Contractor has on standby on average daily (minimum acceptable standard are two (2) Elevator Technician Mechanics)

b. Response time commitment and process when responding to Purchaser’s Emergency or Entrapment:

Normal Work Hours between 6am to 6 pm:

hour/minutes (minimum acceptable standard is one (1) hour of notification of emergency)

Overtime Hours between 6pm to 6 am:

hour/minutes (minimum acceptable standard is one (1) hour of notification of emergency)

c. Provide updates to the Purchaser, the estimated Elevator Technician(s) time of arrival:

Normal Work Hours between 6am to 6 pm:

hour/minutes (minimum acceptable standard is updates every hour beyond the first hour) Overtime Hours between 6pm to 6 am:

hour/minutes (minimum acceptable standard is updates every hour beyond the first hour)

Return this exhibit to Procurement Coordinator at:

DESContractsTeamCedar@des.wa.gov EXHIBIT B2 – PERFORMANCE REQUIREMENTS #28723 – ELEVATOR FULL SERVICE MAINTENANCE, TESTING, & REPAIR SERVICES PAGE 2 image1.jpeg image2.jpeg