3-Addendum1 6000002664.pdf

February 10, 2025

SUBJECT: REQUEST FOR PROPOSALS FOR PERFORMANCE OF EXPERT

PROFESSIONAL AIRPORT CUSTOMER EXPERIENCE CONSULTING

(SMALL BUSINESS ENTERPRISES) SERVICES AS REQUESTED ON A

“CALL-IN” BASIS DURING 2025 THROUGH 2029 (RFP# 6000002664) –

ADDENDUM #1

Dear Sir or Madam:

The following are questions from Request for Proposals (RFP) recipients. The questions and the corresponding Port Authority of New York and New Jersey (the Authority) answers are provided for your information and use, as appropriate.

Question #1: Please confirm that no resumes or firm experience (Attachments D&E respectively) are required of subconsultant firms — and that the staff and firm experience should only be for the prime firm.

Answer #1: Attachments D and E are not required for subconsultants. However, the Proposal should reflect the ability to provide the subject services. If subconsultant(s) are being proposed in the performance of services listed in Attachment A, their qualifications should be included. Note that proposer requirements can only be met by the Prime firm to be considered for the subject services.

Question #2: Can you please provide a copy of the Pre-Proposal Meeting slides and attendance list?

Answer #2: Yes. The meeting slides and list are included in this addendum.

Proposal submissions will be accepted by upload only, at https://panynj.bonfirehub.com/portal/?tab=login and must be uploaded and received by the Authority no later than 2:00 P.M. Eastern Time (ET) on February 20, 2025

If you have any questions, please contact Mr. Chase Palmer ropalmer@panynj.gov.

https://panynj.bonfirehub.com/portal/?tab=login mailto:ropalmer@panynj.gov

Pre-Proposal Attendance Sheet from February 6 2025.

Name Email Antonio DiMarco ADimarco@MetroSSolutions.onmicrosoft.com Firelli Pitters FirelliPitters@unison-ucg.com Debbie Kim dkim@ingroupinc.com Ron Marsico rmarsico@ingroupinc.com Dinesh Patel dpatel@haiderengineering.com Mahesh Sheth msheth@haiderengineering.com Sarah Hood Holly Bird holly@cxeinc.com Guy Caron Guy@cxeinc.com LeJuan Strickland LeJuan.Strickland@MetroSSolutions.onmicrosoft.com Celeste Martinez (Medallia) Luisa González Suárez luisa@avcon.llc Beth Chin bethchin@unison-ucg.com Monica Michalski (The Petrova Experience) Liliana Petrova, CCXP Lauren Walsh Lauren@ethosfarm.com Samantha Terline Lise DAndrea lise@cxeinc.com LJ Finney

PERFORMANCE OF EXPERT PROFESSIONAL AIRPORT

CUSTOMER EXPERIENCE CONSULTING (SMALL

BUSINESS ENTERPRISES) SERVICES AS REQUESTED

ON A “CALL-IN” BASIS DURING 2025 THROUGH 2029

Pre-Proposal Presentation

February 6, 2025 – 1:00 P.M

*For Information Purposes Only. Requests for Proposals will supersede any information included in this presentation.*

WELCOME & OVERVIEW

Chase Palmer, Procurement Representative

AGENDA

Welcome – Chase Palmer, Procurement Representative

Supplier Diversity – Alex Rollison, Project Planning & Development Manager | Office of Diversity, Equity & Inclusion (ODEI)

Scope of Service Highlights – Renner Rachel, Project Manager | Aviation

Insurance Requirements – Joseph Chvasta, Principal Risk Analyst, Treasury | Risk Financing

Procurement Process – Chase Palmer, Procurement Representative

Q&A

SUPPLIER DIVERSITY

Alex Rollison Project Planning & Development Manager

CERTIFICATION PROGRAMS

At the Port Authority of NY & NJ, we believe that our operations should reflect the diversity of our community. Our Board enacted the following participation goals:

20% Minority-owned business enterprises (MBE)

10% Women-owned business enterprises (WBE)

3% Service-disabled Veteran-owned businesses (SDVOB)

Specific ACDBE/DBE goals for federally assisted contracts are set in accordance with federal regulations.

M/WBE

SDVOB

ACDBE/DBE

SBE

Efforts to Achieve Good Faith Effort Submit participation plans with the RFP response or bid, as required by the contract.

Create participation plans that provide meaningful opportunities for MBE/WBE/SDVOBs across the full spectrum of the project across all phases of the project, and categories of work and contracting tiers

Develop contracting packages that are commensurate with capacity of the preponderance of the available pool of MBE/WBE/SDVOBs

Encourage the formation of joint ventures, partnerships or similar arrangements among subcontractors, as required to achieve the participation goals

CERTIFICATION RESOURCES

• PA Website: www.panynj.gov/supplierdiversity

• Certification and to search for certified firms: https://panynj.diversitysoftware.com

• Certification Hotline: 212-435-7888

• Cert Help email: certhelp@panynj.gov

• We encourage firms seeking certification to also register with Procurement at www.paprocure.com to be considered for business opportunities http://www.panynj.gov/supplierdiversity https://panynj.diversitysoftware.com/ mailto:CertHelp@panynj.gov http://www.paprocure.com/

SCOPE OF SERVICES

Renner Rachel, Project Manager

General Requirements

• Minimum of three (3) projects serving as either the prime or subconsultant within the last ten (10) years in one or more of the scopes of work or similar types of work as contemplated under each Category.

• Minimum of two (2) individuals each with a minimum of five (5) years and/or two (2) projects demonstrated experience performing comparable tasks as contemplated under the requested services.

Airport Customer Services

• CX Strategy and Planning

• Data Analyses

• Monitoring key performance indicators (KPI)

• Research and advise on benchmarks and best practices

• In-field surveys and other market research activities

• Marketing and communications campaigns

• CX-focused airport employee training program

• Technology and process improvements recommendations

• Airport CX Performance and Standards Manual update

• RFP and bid documents preparation support

• Digital content review, update and maintenance

• Standard Operating Procedures development and implementation

INSURANCE REQUIREMENTS

Joseph Chvasta, Principal Risk Analyst

Insurance Requirements

• Commercial General Liability Insurance - $2 million per occurrence for bodily injury and property damage liability

• Automobile Liability Insurance - $2 million per accident for bodily injury and property damage liability covering any auto, owned, non-owned, rented or hired automobiles

• Workers’ Compensation and Employers Liability Insurance – to statutory limits and in accordance with the requirements of law in the state(s) where work will take place, and Employer’s Liability Insurance of not less than $1 million for bodily injury by accident and $1 million for bodily injury by disease, and at least a $1 million policy limit.

• (if applicable, ie. technology or software services are performed) Technology Professional Liability Errors and Omissions Insurance - appropriate to the Consultant’s profession and work hereunder, with limits not less than $2,000,000 per claim. Coverage shall be sufficiently broad to respond to the duties and obligations as is undertaken by the Contractor in this agreement and shall include, but not be limited to, claims involving infringement of intellectual property, copyright, trademark, invasion of privacy violations, information theft, release of private information, extortion and network security. The policy shall provide coverage for breach response costs as well as regulatory fines and penalties as well as credit monitoring expenses with limits sufficient to respond to these obligations.

• Professional Liability Insurance - The Consultant shall bind, maintain, and pay premiums on Professional Liability Insurance in limits of not less than $2 million per claim, covering acts, errors, or omissions arising out of the work or services performed by Consultant. All endorsements and exclusions shall be evidenced on the certificate of insurance. The coverage shall be written on a claims-made basis with a minimum of a 3-year reporting/discovery period.

PROCUREMENT PROCESS

Chase Palmer, Procurement Representative

Professional Services Opportunities

• Publicly Advertised RFPs (and Addenda) posted on the Port Authority’s website and Bonfire

• Be sure to utilize the Subcontractors List for potential subconsulting opportunities.

Procurement RFP Solicitation Process

1. Proposer Requirements

A. Staff Qualifications and Experience

B. Firm Qualifications and Experience

2. MBE/WBE/SDVOBs Participation Plan

3. Cost – Multiplier(s) and Salary Schedules

4. Conflict of Interest

5. Standard Agreement

6. Attachment A – Scope of Work

7. Attachment B – Terms of Discussion

8. Attachment C – Company Profile

Proposer Tips Know the name of the Procurement contact

Ask questions if you have any

Check for any addenda

Demonstrate how you meet the Proposer Requirements

Be as specific as possible when describing what projects your staff and firm have worked on

Include MBE, WBE and SDVOB subconsulting opportunities

After Proposal Process

• Debrief o Prepare your questions before the debrief o Discuss strengths and weaknesses in your proposal

• Transparency – Awards Page

• Monitor – Upcoming Solicitations (including subconsulting opportunities)

Questions?

Thank You!