4-Attachment C - Scope of Work.pdf

Attachment C Scope of Work #GN27-104

Fulfillment and Visitor Services

1. Introduction

The Utah Office of Tourism (UOT) is entering into a contract with a qualified firm to provide fulfillment services and visitor assistance that will support the “Life Elevated” brand. The contractor will serve as an extension of the UOT team, ensuring that every digital and print, touchpoint reflects Utah’s commitment to an unmatched visitor experience. Proposers may also offer comprehensive visitor assistance as a value-added service to manage phone and direct email touchpoints.

2. Background UOT receives requests for Utah travel publications through its toll-free phone lines, general information inboxes, and digital order forms on websites (IVisitUtah, Utah.com, and Go-Utah). In FY 2026, UOT processed over 54,500 individual guide requests, averaging approximately 4,500 per month. Fulfilling these inquiries requires an organized approach to distributing free travel guides, handling basic travel referrals, and processing bulk industry orders. This contract will ensure that all publications and promotional materials reach travelers and partners efficiently to support the state’s tourism goals.

3. Scope of Work The contractor will serve as the primary fulfillment for UOT's visitor print requests. Work includes the following major goals and services:

Core Services

• Provide complete fulfillment and distribution services for both individual and bulk case-quantity tourism publication requests.

• Maintain and host software capable of accepting and processing travel guide requests from UOT order forms.

• Store UOT’s publications that are used for fulfilling ongoing inquiries.

• Manage Trade Show Information by picking, packing, shipping, and tracking materials domestically and internationally.

• Provide general management of UOT's postage account, resolve freight claims, and oversee all office functions of the tourism fulfillment program.

Value-Added Services (Visitor Support):

• Provide customer service by answering UOT’s toll-free phone lines, handling basic travel information referrals, and monitoring general visitor inboxes (travel@utah.gov, info@visitutah.com)

4. Requirements To ensure the project is successful, both the contractor and UOT have the following specific responsibilities:

Contractor Responsibilities (Core):

• Provide all necessary office equipment, supplies, and computer hardware and software.

• Provide the software and equipment needed to perform the bulk mail presort process.

• Coordinate all communications with mailing agencies and the US Postal Service to resolve shipping problems.

• Perform address standardization on incoming requests to prevent undeliverable returns.

• Work closely with UOT staff to coordinate supplemental staffing during peak periods.

Contractor Responsibilities (Core):

• Stay current on Utah tourism developments by subscribing to travel and ski-area newsletters.

• Train new employees after UOT conducts initial training and subsequent program training.

https://drive.google.com/file/d/1atiuG7jx_iHPqdTF2nBbeVBZxHvEQVcK/view https://www.visitutah.com/plan-your-trip/utah-travel-guide https://www.utah.com/maps-brochures/brochures/ https://www.go-utah.com/Free-Travel-Planners/

UOT Responsibilities

• Provide initial and ongoing training as needed, including updates on changes to current programs.

• Provide the selected contractor with a monthly forecast, or the previous year’s shipment details, to allow for proper staffing during peak periods.

5. Compliance The contractor’s performance will be evaluated against the following standards and metrics:

• The hosted order-processing software must maintain a minimum up-time of 99.5%.

• The software and data handling must comply with relevant data privacy regulations, including GDPR and general best practices.

• Presort orders must be processed twice per week. A presort-eligible order must wait a maximum of only one round before being pushed into 1st class mail.

• The contractor must seamlessly manage volume shifts based on UOT promotions or campaigns without creating delays for the traveler.

6. Project Deliverables The contractor must submit the following tangible end products and services:

• Mailed Individual Requests: Publications pulled from inventory, accompanied by an 8.5" x 11" laser-printed sheet (detailing the requestor's name, physical address, return address, and UOT’s indicia), hand-inserted into a polybag, and machine sealed.

• Shipped Bulk Requests: Bulk quantities of UOT guides and Utah Highway Maps shipped directly to industry partners upon receipt of the request.

• Promotional Fulfillments: Received promotional items fulfilled and shipped for special projects as needed.

• Customer Data API Integration: An API or real-time connection that accepts literature requests from UOT and partner websites, and transmits captured customer information (name, address, phone, email, special interests, prompt sources) back to UOT’s database.

• Monthly Budget Tracker: An in-depth financial tracker maintained and submitted monthly.

• Reporting: Categorized reports detailing inquiries by source, state, zip code, special interests, and publications ordered.

• Inventory Forecasts: Timely low-inventory alerts and accurate forecasts indicating when a product is likely to run out.

7. Project Timeline The contractor must provide continuous fulfillment operations while preparing for significant volume shifts during UOT's primary marketing campaigns. The anticipated in-market dates for these campaigns are as follows:

Parks & Beyond

• Winter Flight: October 15th to January 15th

• Holiday Blitz: December 26th to January 10th

• Spring Flight: TBD Ski & Winter

• October 1st to March 15th Urban & Outdoors

• April 15th to June 30th

8. Project Budget The contractor will be responsible for managing UOT’s postage account, resolving associated issues, and managing any freight claims to deliver the required services. To assist the contractor in understanding the scope, scale, and potential staffing costs of these services UOT will provide historical data for individual guide requests.

8. Project Budget