Appendix B - Contract 505ENT-M20-VEHICMAINT-00.pdf

State of Wisconsin RFB 28318 – Attachment B – Performance and Support Requirements P a g e 1 | 5

APPENDIX B

PERFORMANCE AND SUPPORT REQUIREMENTS

As part of the original procurement and as agreed upon for Contract 505ENT-M20-VEHICMAINT-00

Organizational Capabilities & Support Personnel

3.1.1 All contracted services shall extend throughout the State of Wisconsin and all of the US and Canada.

3.1.2

The State of Wisconsin has an established telephone number, 1-833-WISCFIX (947-2349). This number must provide separate designated prompts to accommodate multiple users to access the system (i.e. Driver, Maintenance provider or Repair facility, and Fleet Administrator), after selection, the line shall route to select Emergency Roadside Assistance, Maintenance & Service, Glass repair, Service provider availability to call in for questions and approvals, Accidents, etc.

3.1.3 Provide 24-hour / 7 days per week customer service, including roadside assistance by dialing the State of Wisconsin telephone number as listed in 3.1.2. with personnel that can assist and arrange services.

3.1.4 Provide and maintain a dedicated website to accommodate Contract users with a range of browsing skills to navigate the system.

3.1.5

Website shall have the capabilities at a minimum to document, track and update the following information:

Equipment ID, vehicle description, year, make, model, color, VIN, owner/agency, name of employee vehicle is assigned to, physical base location address, track meter/mileage information, vehicle class, license number, repair detail, total cost of ownership (TCO) including fuel, general maintenance, repair detail, etc.

3.1.6

Vehicle/Equipment information shall have the ability to be loaded into transferrable files that can be utilized for importing the data into the State’s Enterprise Fleet Management system. Files shall be sent weekly at the start of the contract, with capability to send on a daily basis by the six (6) month from the contract start date. The file and transfer shall be figured into the cost of the service to the State.

3.1.8

An account “Support Team” document shall be supplied on a monthly basis OR when Contractor’s personnel involved with the State of Wisconsin account has changed. This document shall include the Support Team information for staff that is supporting the State of Wisconsin contracted accounts. Included on this document shall be personnel’s name, title, brief description of account duties, direct telephone number, email and name of backup person to contact if core contact is not available.

3.1.9

Proper staffing to ensure response time to both the State contract customer AND the maintenance provider is as follows:

1.) Call center response for incoming calls shall be answered within three (3) or less rings 2.) No “Hold” time shall exceed 120 seconds for a 98% ratio of total calls received. Hold time is determined as follows: time call is answered by the system and the user is placed in queue.

3.1.10 All Personnel responding to maintenance and repair calls shall be Automotive Service Excellence (ASE) certified.

Vehicle Maintenance & Repairs

3.1.11

The State of Wisconsin has mandatory contracts and a vendor list for tires, glass replacement/repair and vehicle rentals. Contractor must utilize and have the capability to coordinate with the existing contracted vendors any maintenance and repairs along with tracking and associating the cost to the specific vehicle. These costs must be shown/trackable in the Contractor’s State of WI vehicle management website and as part of the information download to the State.

3.1.12 Contractor must have an established vendor network, along with the capabilities to utilize non-network providers when needed throughout the State of Wisconsin and the US.

3.1.13 Contractor shall provide the most convenient and cost-effective location for servicing of vehicle, with consideration to Driver’s needs and repair timeframe. Minimal down time is essential.

3.1.14 Contractor shall manage maintenance and repairs, including car washes, for Class 1 through Class 8 vehicles, off-road and construction equipment.

3.1.15

Contractor must have the capability to allow for Agency defined dollar limits for repairs based on their specific needs. Currently each agency defines a dollar amount threshold prior to being contacted for maintenance/repair approval. Authorization approvals and detail of the approval must be reportable on Contractor’s provided State website and reportable through the download file (3.1.6) to the State.

3.1.16 Contract users will have the capability to set-up preventative maintenance parameters either by vehicle grouping, agency, or by individual vehicles. Contractor must have the capabilities to track and adhere to the set parameters when administering recommendations, negotiating repairs, parts costing, or service.

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3.1.17

A form of tracking the Preventative Maintenance Schedule shall be provided with each vehicle contracted. This shall be either in the form of a booklet to document when oil changes, tire rotation, fluid checks, etc. shall be scheduled according to the vehicle’s mileage and/or age. There shall be a booklet provided with each vehicle with instructions to the user on how to utilize and contact information for Preventative Maintenance procedures, Accident reporting, Roadside Assistance, Windshield Repair, etc.

3.1.18 Contractor shall provide a notification system to send out manufacturer recalls on system supported vehicles and equipment. The system shall have the ability to track if recall repairs have been completed and associate by individual vehicle or equipment.

3.1.19 Contractor’s system shall provide tracking of manufacturer covered warranty repairs including “post” warranty negotiations on system supported vehicles and equipment.

3.1.20

State-owned facilities can be to be set up on a Garage Management system similar to a commercial vendor for referrals and billing. Online software for state employees to enter repair data. This data must be distinguishable between externally billed work and internal maintenance and repairs performed that are to be billed to other agencies.

3.1.21

Monthly reports shall be emailed to designated personnel as follows:

1.) Preventative Maintenance (PM) – vehicles that are over the set parameters that need maintenance performed.

2.) Fuel detail – to include potential errors, overcharges, premium fuel usage, charges applied to State fuel card in lieu of fuel, for example wiper fluid & blades, air filters, food, etc.

3.) Controlled authorization cost savings by Contractor managing and negotiating maintenance and repairs of contracted fleet vehicles.

3.1.22

Contractor shall provide the following information as follows:

1.) Maintenance Supplier list detailing their Company Name, full address, telephone number, and county on their website designated for this contract and upon request from the Contract Manager in excel format.

2.) Detail on the Maintenance Supplier list if there are contracted Vendors who provide additional discount structures.

3.) Provide Out-of-State listing of Maintenance Providers with the same information detail as requested in items 1 and 2 on their website designated for this for this contract.

Vehicle Accident Management

3.1.23

Contractor must be able to receive telephone calls from the driver of the vehicle that was in the accident and obtain the information needed to fully document an accident loss report. As stated in 3.1.3, the Contractor must have full 24 hour / 7 days per week coverage with personnel that can assist and arrange services.

3.1.24

Accident Loss Report must include a minimum of the following information:

• Claim number

• Department / Agency Information driver is employed with

• State Vehicle ID number

• Driver contact name, position, telephone number, email

• Date and time accident was reported along with date and time accident occurred

• Location of accident, including city, state, county

• Police Department that was called to the scene

• Citation issued – police report

• Damage area of vehicle

• Accident Type with detailed Accident Description

• Other property / people involved: to include their vehicle detail information, property information, person’s involved – including their name, telephone number, if there were injuries, insurance company name and policy number

• Witness name(s), telephone number

3.1.25 Contractor shall have a process in place to immediately notify the appropriate State Agency Fleet personnel/Contract user, and confirm how to proceed. Accident Loss Report will be forwarded to Agency/Contract user’s assigned contact at the time of notification.

3.1.26 If further processing is approved by State Agency Fleet personnel/Contract user, Contractor will obtain two damage repair estimates body damage repairs along with multiple photos of the vehicle. This process should be completed within 14 calendar days of incident unless approved by Agency Fleet personnel / Contract user.

3.1.27 All of the above information and documentation along with all conversations regarding the processing of the incident shall be documented and easily assessible on the State website as provided by the Contractor.

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Roadside Assistance

3.1.28

Contractor shall provide a designated telephone prompt for Roadside Assistance as stated in 3.1.2 of the Performance and Support Requirements. The call shall be answered by a designated group of personnel within the Contractor’s company that is knowledgeable in assisting and coordinating roadside assistance. NO THIRD PARTY COMPANIES can be utilized for this service.

Incoming calls must be answered within three rings of the call being routed through the roadside assistance prompt.

3.1.29 The Contractor shall be knowledgeable with the State of Wisconsin logistics and weather conditions. It is imperative that users receive immediate assistance. The Contractor shall utilize and provide the most time efficient and proven reliable vendors to provide the services needed.

3.1.30 Minimum services provided shall be towing of vehicle/equipment; tire change/repair; coordinating glass repair;

finding a service facility; etc.

Website/System Vehicle Information Tracking/ Vehicle Data

3.1.31 The following minimum vehicle data shall be detailed per vehicle: State issued vehicle ID; description of vehicle;

year; VIN; mileage; fuel usage, including gallons per fuel up, type of fuel, mileage as updated either at fuel pump or as entered into system; accident reports and costs; PM detail and costs; agency information; assigned to location and personnel; in-service date; and end of life date.

3.1.32 Real time vehicle data shall be obtainable by the State via online 24/7 access to the Contractor provided website.

3.1.33 Provide an online Vehicle Identification Number (VIN) decoder for use by Contract users.

3.1.34 Provide an online Total Cost of Ownership (TCO) tool as part of the State provided website and / or with a report feature that would provide State input parameters to show vehicles within that specified grouping.

3.1.35 Ability to link Telematics information to website system, either from State agencies or third parties contracted by State agencies.

3.1.36 The State reserves the right to add and/or delete vehicles to the system as necessary. No additional costs are permitted and cannot charged, any additional cost associated with vehicle updates, should be figured into the normal management costs as part of the monthly costs as part of Appendix “A” price sheet.

3.1.37 Contractor will notify the State of WI Contract Manager and all users, prior to a major update and at first notice.

Updates that could affect the usage or State vehicle information integrity, must be approved prior to implementation.

Work Order Data to Service Providers

3.1.38 Supply state with valid list of codes and definitions you use to identify repairs to allow the state to translate to its own coding structure. All invoices shall be coded to American Trucking Association (ATA) Codes.

Work Order Data to Service Providers continued

3.1.39 Workorder to Service Contractor shall include the following:

• Provide American Trucking Association (ATA) Codes.

• Contractor’s invoice number.

• Account number or other ID of the state agency receiving services.

• Billing date range, begin and end dates.

• Invoice creation date.

• Number of records and number of work orders contained in the file.

• Total dollar amount due.

• Details of all fees, credits or other adjustments other than regular work orders for vehicle repairs or services including description, dollar amount, quantity and any other relevant detail.

• Fleet Number (vehicle ID assigned by state agency).

• Date of Service (identified as start and finish date).

• Meter value (Odometer, hour meter, etc., value only. WI agency will maintain meter type.)

• Labor cost or means to calculate labor amount.

• Parts cost or means to calculate parts amount.

• Contractor’s invoice number, work order number or vendor work order number for that job.

• Contractor’s approval code or other assigned ID that is used to identify job for audit trail.

• Vendor (Maintenance Supplier) business name, address, city, state, Zip.

• Indication that the parts and/or labor amount is the vendor charge alone or if there is a contractor’s markup or fee and how much the markup or fee is, per work order.

3.1.40 Contractor shall pay maintenance supplier vendors supplying services to the States of Wisconsin in accordance with Wisconsin’s prompt payment guidelines, and pay proper invoices within thirty (30) days of receipt providing goods and/or services have been delivered, installed (if required), and accepted as specified.

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3.1.41 There will be no fees or percentage deductions to invoices charged to the maintenance supplier, except if there is an electronic transfer fee which should not exceed 3% if the maintenance supplier elects to be paid within three business days. A 4% charge to the State of WI is for “all” transactions made with independent vendors, with a maximum $250.00 cap as confirmed in Appendix “A” price sheet.

3.1.42 Payment Terms and Invoicing: Late fees for non-compliance with prompt payment shall not be passed along to the state from the awarded Contractor.

Training for Contract Users and Service Providers

3.1.43 Contractor shall provide training materials available as follows:

1.) Training tutorials that are utilized for an existing / current customer’s website(s) and processes.

2.) Ability to provide interactive training webinar, agenda and presentation material.

3.1.44

Contractor will be expected within the first month of integrating their system and services, coordinate with the Contract Manager, three presentation dates for training webinars. This training will be provided for all users of the Contract and must include how to use the website, features and functions, along with account setup, processing of information, claims, report features, TCO, invoicing, etc.

3.1.45 Individualized training must be provided to new contract users prior or at the start of their service.

3.1.46 Training must be provided to contract users prior to the implementation of ANY website updates. Contract Manager shall be notified no less 60 days prior to loading update to schedule/coordinate training structure. See system update criteria as listed in Vehicle Data 3.1.30 through 3.1.36.

3.1.47 An online training guide and helpdesk number must be provided for access to all service / maintenance providers. Guide shall include a minimum of how to process a repair request, approval, claim, invoice, etc.

Information and System Transition

3.1.48 All current vehicle information along with historical data must be transferred to the awarded contractor’s system.

The Contractor must have ample staff and application/transition knowledge or sources to test accuracy of data transferred and system flow within 2 months or less of contract award.

3.1.49 Contractor must have the capability to work with any existing contract vendor to ensure transition and information transfer is complete and has been audited for accuracy.

3.1.50

Upon cessation of the contract, the contractor shall provide all vehicle data to the State in a mutually agreeable format and media within 15-working days of the contract termination date. (The State may grant a grace period, however, if the grace period is not met, the state may, upon written notification, impose liquidated damages for each day past the initial 15-day period or granted grace period. Liquidated damages may be collected from either money due or by direct payment at the discretion of the State.)

3.1.51 Billing may not occur until the State of Wisconsin and any Agency/Contract user is satisfied that the implementation process is complete

Invoicing to State Agencies and Contract Users

3.1.52 The Contractor must submit monthly invoices no later than ten (10) days from the last day of the previous month.

The state will pay properly submitted Contractor invoices within 30 days of receipt, providing goods and/or services have been delivered, installed (if required), and accepted as specified.

3.1.53 American Trucking Association (ATA) Vehicle Maintenance Reporting Standards (VMRS) codes shall be included in the invoice line item transactions

3.1.54

Invoices shall include the following information – Full summary for the Agency/Contract user monthly charges as detailed per vehicle:

• Agency assigned Vehicle ID

• Vehicle / Equipment code

• Description / Type of charge

• ATA / VMRS code detail per invoice line/transaction

• Date of Service

• Charge detail for broken out as follows: monthly charge for tracking vehicle information; PM service with individual parts and labor detail; associated fees for processing the incident/service

• Invoice monthly total

3.1.55 Included with the monthly invoice in 3.1.53 shall be the following Category charge detail summarized separately as follows: Accidents, Roadside Assistance Service, Towing, Tires, Administrative fees including both total amount and fee percentage billed and any other associated charges.

3.1.56 Billing shall be broken out in multiple accounts such as agencies, divisions, programs, etc. as defined by the Agency/Contract User.

3.1.57 Invoices shall be sent electronically to the Agency/Contract User.

3.1.58 Tax-exempt transactions billed net of tax

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3.1.59 Contractor must complete the required information to be set up for ACH payments from all State Agencies.

Reporting and Data Transfer Requirements

3.1.60

As stated in 3.1.20, monthly reports shall be emailed to designated personnel as follows:

• Preventative Maintenance (PM) – vehicles that are over the set parameters that need maintenance performed.

• Fuel detail – showing potential errors, overcharges, premium fuel usage, charges applied to State fuel card in lieu of fuel, for example wiper fluid & blades, air filters, food, etc.

3.1.61

• Monthly report with all contract user’s monthly billings summarized and broken out by category (i.e. PM, accident repair, roadside service, fuel, etc.) Information shall be emailed to the Contract Manager on the third Thursday of every month for the prior monthly billing. OR a report template could be created on the Contractor’s site to obtain this information.

3.1.62 As stated in 3.1.6 – as a part of the Vehicle/Equipment information data transfer requirement, shall be formatted as CSV files. A template of the information currently transferred is available upon request. NOTE: The file and transfer shall be figured into the cost of the service to the State.

3.1.63 Contractor shall have the ability to accept/receive monthly information reports to transfer/download into their website for specific vehicles or Agency fleets if requested at no additional charge.

3.1.64 Ability to work with current State contracted vendors as stated in 3.1.11, to receive and integrate/upload information into their website, to include but not limited to fuel transactions, odometer values, etc. The upload of information shall be figured into the cost of the service to the State.

3.1.65

Contractor will prepare a yearly report that provides the following: detail for each category per Agency/Contract user, make recommendations for improvement, show savings by awarded vendor in recommendations and negotiations with providers, new innovations their company can provide, etc. This report can be reviewed with the group either by teleconference or in person and is to be presented by the personnel in charge of the State of Wisconsin account.

3.1.66 Additional reports not provided as standard, requested by the State of Wisconsin contract users that include information that is currently a part of the State website shall be provided at no additional charge to the contract user.

Contractor Response Time

3.1.67

Contractor shall respond to any comments or questions from Contract Users within two (2) business days. For all unresolved requests older than two (2) business days, Contractor shall contact the individual(s) with an estimated time that they will receive their answer along with the cause for delay. Contractor shall be responsible for follow-through to ensure that all requests for information are acknowledged and answered. NOTE: If request is not responded to within the two business days, there will be correspondence with the personnel’s Manager for resolution. If there are three escalations of resolution requests, a mandatory conference call with all personnel involved will occur. A documented process to ensure coverage and sufficient personnel for the account, will need to be submitted by the Contractor to the State of Wisconsin. A Management chain contact list must be provided at the time of award.

Recordkeeping and Record Retention

3.1.68

Contractor shall establish and maintain adequate records of all expenditures incurred under the contract. All records shall be kept in accordance with generally accepted accounting procedures. All procedures shall be in accordance with federal, state and local ordinances. Duly authorized representatives of the State, the Wisconsin Legislative Audit Bureau and the Contracting Agency shall have the right to audit, review, examine, copy and transcribe any pertinent records or documents relating to any Contract resulting from the RFB held by the Contractor. The Contractor shall retain all documents applicable to the Contract for a period of not less than 6 years after final payment is made.