Appendix F - Bidder Questionnaire.xlsx

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Attached to
Fleet Card Products and Services
Solicitation number
26-00009
Issued by
Adams County, Asotin County, Benton County, Chelan County, Clallam County, Clark County, Columbia County, Cowlitz County, Douglas County, Ferry County, Franklin County, Garfield County, Grant County, Grays Harbor County, Island County, Jefferson County, King County, Kitsap County, Kittitas County, Klickitat County, Lewis County, Lincoln County, Mason County, Okanogan County, Pacific County, Pend Oreille County, Pierce County, San Juan County, Skagit County, Skamania County, Snohomish County, Spokane County, Stevens County, Thurston County, Wahkiakum County, Walla Walla County, Whatcom County, Whitman County, Yakima County, Asotin City, Clarkston City, Clarkston Heights-Vineland CDP, West Clarkston-Highland CDP, Benton City, Chelan City, Chelan Falls CDP, Clallam Bay CDP, Lewisville CDP, Rock Island City, Pacific Beach CDP, Whidbey Island Station CDP, Mercer Island City, Pacific City, Bainbridge Island City, Kingston CDP, Kitsap Lake CDP, Kittitas City, Klickitat CDP, Okanogan City, Anderson Island CDP, Fort Lewis CDP, Fox Island CDP, Herron Island CDP, Ketron Island CDP, North Fort Lewis CDP, Raft Island CDP, Stevenson City, Hat Island CDP, Lake Stevens City, Snohomish City, Spokane City, Spokane Valley City, Puget Island CDP, Garfield Town, Yakima City, Washington

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This is a Bidder Questionnaire appendix for Request for Proposals (RFP) Number 26-00009 issued by the Washington Department of Fish and Wildlife (WDFW) for fleet card products and services. WDFW seeks bids for a comprehensive fleet card program to facilitate purchases of fuel (gasoline, diesel, biodiesel, marine, aviation, and propane), maintenance, roadside assistance, and electric vehicle charging across Washington State, Oregon, and Idaho. The fleet card must support operations at major, independent, and rural merchant locations, with particular emphasis on card acceptance at locations lacking latest payment equipment capabilities. Bidders must demonstrate card acceptance capabilities across six geographic regions for wheeled vehicle fueling, EV charging, and maintenance locations, as well as at specified maritime fuel docks and vessel maintenance locations detailed in a separate Fleet Vendor List. The questionnaire requires bidders to confirm compliance with mandatory minimum requirements including Washington State business licensing, Payment Card Industry (PCI) Data Security Standard compliance, and support for fuel, maintenance, and roadside assistance purchases throughout the service area.

The questionnaire evaluates bidders across four primary scoring categories: Technical Requirements (online system capabilities, data collection and management, account administration, and reporting functionality), Business Requirements (customer service, implementation and transition planning, training programs, payment terms, liability, security, fraud protection, disputed transaction procedures, and product code management), Card Acceptance (maximum 15 points based on the number of accepting locations relative to competing bids), and Card Network Provider identification. Business requirements include provisions for 24/7 customer service support, designated relationship managers and account coordinators, federal fuel tax exemption capability, card delivery within three to five business days, paperless billing, electronic payment options, and detailed dispute resolution procedures. Payment terms require invoices due within thirty days of the billing cycle date, with one percent monthly late fees on overdue amounts, and WDFW retains liability only for authorized transactions within established cardholder limits and restrictions.

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Other files

File Type Posted
Appendix H - Map of WDFW Regions.docx DOCX document
Appendix G - Cost Response.docx DOCX document
Appendix C - SAMPLE Contract.pdf PDF
Appendix E - Bidder Profile.docx DOCX document
Appendix B - Complaint-Debrief-Protest Process.pdf PDF
26-00009 - Fleet Card RFP.docx DOCX document
Appendix D - Certifications and Assurances.docx DOCX document
Appendix I - Fleet Vendor List.xlsx XLSX spreadsheet
Appendix A - Competitive Procurement Standards.pdf PDF

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Sheet1

APPENDIX B - BIDDER QUESTIONNAIREBidder Name: ________________________________________________________
Request for Proposals (RFP) Number 26-00009
Fleet Card Products and Services

Bidders who do not meet the mandatory requirements will be disqualified and their responses will not be further evaluated.

This Appendix contains WDFW’s detailed technical and business requirements. All of the requirements described in this section are service levels and terms and conditions that WDFW expects to be satisfied by the Bidders. Bidders must indicate their willingness and ability to satisfy these requirements.
Please review each Specification and indicate if your solution meets or does not meet it by indicating Yes or No in the “Meets” block. If your solution does not meet a particular Specification please provide additional information in the “Remarks” block on alternate methods that can be provided by your solution. You are not required to provide additional information if your solution meets the Specification; however, you can choose to add additional detail on how it meets.
WDFW has the sole right to accept or reject any proposed alternative to the Specifications below; if any proposed alternative is rejected WDFW may determine that the Bidder’s proposal will not be considered for further evaluation.
1. Minimum Requirements to BidMeet Y/NPoints Available
1.1 Bidder is licensed through the Department of Revenue to do business in the state of Washington, or will be licensed prior to entering into a contract.Pass/Fail
1.2 Bidder must comply with Payment Card Industry (PCI) Data Security Standard for security guidelines for credit card providers for handling credit card numbers. To be PCI compliant, a merchant must encrypt card numbers before transmission over any network and must store them in a protected environment.Pass/Fail
1.3 Solution must support fuel, maintenance, and roadside assistance purchases at all major, independent, and rural locations within Washington State, Oregon, and Idaho.Pass/Fail
1.4 Cards will be used in rural locations with merchants who may not have the latest equipment/capabilities. The Bidder's card must be able to bypass the chip and allow transactions to be processed without the requirement for the merchant to enter into an agreement with the Bidder.Pass/Fail
2. Technical RequirementsUse this space to answer each of the questions posed, taking care to be specific and provide details that allow evaluators to truly understand how you meet or exceed these requirements:Meet Y/NPoints Available
2.1 Online System
2.1.1 The Contractor shall provide an online (web-based) fleet card data management and reporting system. The online fleet card system must have the capability to perform the following functions, at a minimum during the term of the contract: data collection and management, administration of system and accounts, and reporting output and data transfer. Bidders must describe their technical capabilities for interfacing with the internal fleet management systems, data transmission and reporting capabilities, based on the Bidder's most current fleet card management system used by customers (government and/or corporate).
2.2 Data Collection and Management
Critical to the operation of WDFW is the ability capture and display transaction data as made available from the merchant, as well as overall purchase card program information. Bidders must provide details describing, at a minimum, the proposed system design, flexibility, capabilities, and how the proposed system will comply with each requirement contained in this section.
2.2.1 Ability for system to allow users to view transactions in real time.
2.2.2 Allow for system to assign a Personal Identification Number (PIN) to vehicle/driver/department.
2.2.3 Ability for system to allow the PIN to be changed for each trip and/or vehicle dispatched via a web-based vehicle reservation system.
2.2.4 Ability for system to allow user to view card history including, but not limited to: a) transaction history, minimum of twenty-four (24) months, b) cancelled/deactivated/suspended cards, c) changes to card profile and who made them.
2.2.5 Ability for system to allow the Program Administrator or a WDFW authorized agency administrator to add/change/delete, in real time, without provider approval: a) cards, b) vehicles, c) drivers, d) PINs, e) card restrictions.
2.2.6 Ability for system to initiate/create one-time overrides that will not affect other purchases up to the established daily and/or monthly limit.
2.2.7 Ability for vendor to initiate/create one-time overrides after hours, with follow-up notification to WDFW Program Administrator either through system notification or email.
2.2.8 Ability for system to allow for a minimum of 50 alpha numeric characters on account coding.
2.2.9 Ability for system to capture and display Level 3 transaction data as made available from the merchant.
2.2.10 Ability for system to allow Program Administrator and cardholder to dispute transaction online.
2.2.11 Ability for system to allow Program Administrator to unlock card access based on cardholder three bad logins.
2.3 Administration of System Accounts
Critical to the operation of WDFW is the ability for authorized WDFW staff to administer the system approval process and cardholders’ access and privileges online. The system should also be able to provide automatic, default cost allocations for each transaction and the ability to assign multiple account codes to each transaction as determined by the Agency. Bidders must provide details describing at a minimum, the proposed system design, flexibility, capabilities and how the proposed system will comply with each requirement contained in this section.
2.3.1 Ability to customize security features at card level including, but not limited to: a) pay at pump only, b) dollar transaction limit, maximum monthly, c) swipe limit, maximum daily, d) tank capacity limit.
2.3.2 Ability to restrict fuel type.
2.3.4 Ability to restrict maintenance purchases.
2.3.5 Ability to have all new cards automatically blocked, requiring activation.
2.3.6 Ability to activate multiple cards at one time.
2.3.7 Ability to change billing cycle.
2.3.8 Ability to roll up billing to managing account level or bill at department level.
2.3.9 Ability to bill electronically (paperless billing).
2.3.10 Ability to provide federal fuel tax exemption prior to invoicing, and modify the system to not charge federal fuel tax.
2.3.11 Ability to run transaction as credit with driver identification.
2.3.12 Ability to provide card placement within three to five business days.
2.3.13 Ability to interface with an agency-developed system with no charge.
2.3.14 Ability to have cards mailed within three (3) to five (5) business days to the name and address requested.
2.3.15 Ability to assign cards to vehicle/vessel or driver.
2.3.16 Ability to pay for electric vehicle charging stations.
2.3.17 Ability to pay for streetside parking meter charges.
2.3.18 Ability to contract for roadside assistance. Invoicing for roadside assistance must not exceed 90 days after date of service.
2.3.19 Abilty to order replacement cards online.
2.3.20 Ability for customizable cards, including, but not limited to: a) design specifications, b) embossing and alpha numeric, c) ordering process and delivery timeline, d) department cards.
2.4 Output including Reporting and Data Transfer
Critical to the operation of WDFW is the ability for WDFW authorized staff to generate reports on detailed transaction data. The Contractor will be required to provide a system with versatile and comprehensive reporting capabilities. Bidders must provide details describing at a minimum, the proposed system design, flexibility, capabilities and how the proposed system will comply with each system requirement identified below.
2.4.1 Ability to provide detailed level 3 payment transaction detail reporting.
2.4.2 Ability to download transaction data daily.
2.4.4 Abilty to provide exception reports, including, but not limited to: a) overrides, b) back-to-back transactions, c) fuel type, d) over-tank capacity, 3) miscellaneous transactions, f) maintenance transactions, g) odometer input exception, h) decline report.
2.4.5 Ability for reports to be available in multiple formats in Excel.
2.4.6 Ability to schedule on-demand ad-hoc reports that allow any or all data fields to be displayed.
2.4.7 Provide a complete list and description here of all standard or canned reports available.
2.4.8 Describe in detail the process for ordering custom reports.
3. Business RequirementsUse this space to answer each of the questions posed, taking care to be specific and provide details that allow evaluators to truly understand how you meet or exceed these requirements:Meet Y/NPoints Available
This section contains WDFW's detailed business requirements.
3.1 Customer Service10.0
Customer service and support are key components in the successful operation of any card program. Bidders submitting the most comprehensive Customer Service Proposal will receive the highest number of allowable points. Please describe in detail how you intend to meet the minimum requirements below. DO NOT INCLUDE MARKETING MATERIALS IN YOUR RESPONSE. At a minimum, Contractor’s system of support will include the following.
3.1.1 Please describe in detail the ability for WDFW to identify which programs and divisions a card is assigned to in your system.
3.1.2 The awarded Contractor will be required to provide a designated customer service team familiar with all aspects of the Contract. Please describe in detail your proposal for providing a designated customer service team for the Contract.
3.1.3 The awarded Contractor will be required to provide a domestic and International toll-free number available to cardholders 24/7, 365 days a year. Please provide the customer service numbers available to cardholders. Please indicate what cardholder support would be available at this number, including but not limited to: a) reporting lost or stolen cards, b) cardholder transaction information, c) cardholder general account information, d) cardholder's ability to have a card unlocked.
3.1.4 The awarded Contractor will be required to provide at least one (1) designated Relationship Manager familiar with all aspects of the contract. Relationship Manager must be available to Program Administrator and Contract Administrator Monday through Friday during WDFW regular business hours on Washington State time. Relationship Manager will provide managing account support to Program Administrator, contract support to the Contract Administrator. Please describe in detail how you meet this requirement.
3.1.5 The awarded Contractor will be required to provide at least one (1) designated Account Coordinator assigned to WDFW and available to the Program Administrator during the WDFW’s regular business hours on Washington State time to assist with day-to-day program management. Account Coordinator will provide day-to-day account management support to the Program Administrator. Please describe in detail how you meet this requirement.
3.1.6 The awarded Contractor will be required to ensure internal staff are trained and educated all aspects of the contract. Please describe in detail your internal staff training/education plan for support of this contract.
3.1.7 The awarded Contractor will be required to benchmark customer service. Please describe your internal customer service responsiveness benchmarks, how are they defined, monitored, and adjusted to meet customer need.
3.1.8 The awarded Contractor will be required to have an established escalation process. Please describe in detail your escalation point(s) of contact for cardholders, the Program Administrator, and Contract Administrator.
3.1.9 Please describe in detail any additional customer support services you provide.
3.2 Implementation and Transition8.0
The timeline and assigned resources of the implementation/transition to a new Contractor are critical. Contractor will be responsible to fully cooperate with WDFW during all phases of the implementation/transition. The contractor must notify WDFW in writing of any changes to key personnel at any time during the implementation/transition phase. WDFW reserves the right to request a change in key personnel at any time. Key personnel could be implementation/transition project manager, technology resource, implementation coordinator, etc. Please describe in detail how you intend to meet the requirements below. Response should be clear and concise. System screenshots may be included where appropriate. DO NOT INCLUDE MARKETING MATERIALS IN YOUR RESPONSE. At a minimum, Bidder’s Implementation/Transition Response will include the following:
3.2.1 The awarded Contractor must have a pre-established account set-up process that may be customized based on the needs of WDFW. Some cardholders may need to use the card outside of Washington State. Please describe in detail your account set-up process including, but not limited to: a) roles and responsibilities of WDFW and Contractor, b) timeline for set-up process.
3.2.2 The awarded Contractor will be required to provide custom extract files at the request of WDFW. Please describe in detail your process for setting up a custom extract file creation including, but not limited to: a) roles and responsibilities of WDFW and Contractor, b) timeline.
3.2.3 The awarded Contractor will be required to provide electronic access to online system for WDFW testing during all phases of the account setup process. Please describe in detail your ability to meet this requirement.
3.2.4 The awarded Contractor will be required to provide an Implementation/Transition Communication plan. Please describe in detail your implementation/transition communication plan including, but not limited to: a) staff resources, b) method(s) of communication, c) timing(s) of communication.
3.2.5 The awarded Contractor will be required to provide a timeline for implementation. Please describe in detail your complete implementation process including any available customization ability.
3.2.6 Please describe in detail your card embossing, production, distribution, and activation process.
3.2.7 The awarded Contractor will be required to provide qualified personnel resources during the implementation/transition process. Please describe in detail your company’s ability to provide an implementation resource’s roles, responsibilities, and level of expertise as a part of this Contract.
3.3 Training8.0
Bidders providing the highest level of complete and continuing training will receive the most points. Narrative Response should be clear and concise. System screenshots may be included where appropriate. DO NOT INCLUDE MARKETING MATERIALS IN YOUR RESPONSE. At a minimum, Bidder’s Training Response will include the following:
3.3.1 The awarded Contractor will be required to provide ongoing training for the life of the contract. Please describe in detail the resources providing the ongoing training including, but not limited to: a) training resource name, b) training resource qualifications.
3.3.2 The awarded Contractor will be required to provide Online Web-Based training. Please describe in detail your online web-based training options including, but not limited to: a) transaction management, reporting, system administration.
3.3.3 The awarded Contractor will be required to provide “live” training for Program Administrator. Please describe in detail your live training options including, but not limited to: a) type, b) frequency.
3.3.4 The awarded Contractor will be required to provide live User Group Forums. Please describe in detail your user Group Forum plan including, but not limited to: a) optional training, what type of training you will provide, b) frequency, c) subject matter expert presentations, d) opportunities to discuss issues and concerns.
3.3.5 The awarded Contractor will be required to provide Written User Reference Guides, either extensive or quick guides. Please describe in detail the written user reference guides you provide.
3.4 Payment Terms and Late Payment Penalties2.5
3.4.1 The awarded Contractor shall provide a properly completed invoice to Customer. Invoices for payment will accurately reflect all discounts due the customer.
3.4.2 The full amount of the monthly balance or billing cycle balance, except for disputed or reported fraud items, will be due within thirty (30) days from the billing cycle date of the invoice. If the Invoice is not postmarked within three business days after the billing cycle, the pay term can be extended the equal number of days between the third day after the billing cycle and the actual latest postmark date of the Statement.
3.4.3 Payment will be made to the Contractor via check, bank wire, automated clearing house, and/or electronic funds transfer at WDFW’s option. Payment sent via mail is considered paid on check or electronic issue date as long as postmarked by the third day after check issue date. If the check is not postmarked by the third day after the check issue date, the check posting date will be extended the equal number of days between the third day after check issue date and the actual postmark date of the payment envelope.
3.4.4 Per RCW 39.76, if WDFW fails to make timely payment(s), Contractor may invoice for one percent (1%) per month on the amount overdue or a minimum of one dollar ($1.00). Payment will not be considered late if an automatic or electronic payment is released from WDFW’s bank, or a check or warrant is postmarked, within the time specified. Notwithstanding, Contractor will automatically charge a late fee if the payment is not posted by the time specified on the billing statement.
3.4.5 The awarded Contractor must provide detailed information and electronic copies for the proposed payment system, including, but not limited to: a) forms of accepted payment, b) electronic invoices/payment including necessary hardware/software, c) invoice adjustments, d) late payment collection and suspension policies, e) invoice forms and reports, f) collection on deliquent accounts.
3.5 Liability2.5
3.5.1 The awarded Contractor agrees that WDFW shall only be liable for the use of their cards with corporate liability on acquisitions that are authorized transactions. Authorized transactions are defined as acquisitions which meet the following requirements: a) where WDFW authorized an employee as a fleet card user, b) within cardholder setup limits and restrictions as specified by WDFW, c) where transactions are authorized by the merchant in accordance with established payment card association rules and regulations, d) WDFW receives the product, commodity, service, etc. Describe in detail your process for identifying and responding to unauthorized transactions.
3.6 Security and Confidentiality2.5
3.6.1 The awarded Contractor must provide and maintain an appropriate information security program to prevent the unauthorized disclosure, misuse, alteration, or destruction of confidential information. Please describe in detail your information security program including, but not limited to: a) cards, b) account numbers, c) passwords, d) personal identification numbers, e) transactions.
3.7 Fraud2.5
3.7.1 The awarded Contractor must provide external fraud protection/program screening coverage for the following types of occurrences including, but not limited to: a) lost/stolen cards, b) counterfeit cards, c) skimmed cards, d) unauthorized internet transactions, e) merchant disputes, f) fraud patterns, g) communication with cardholder/progran administrators. Describe in detail your ability to meet this requirement.
3.8 Disputed Transactions2.5
3.8.1 The awarded The Contractor will be required to propose a resolution procedure for dealing with disputed transactions resulting from unauthorized charges, errors in cardholder billings, or problems with charges for merchandise or services that are not resolved between the cardholder and supplier. The Contractor must propose a timely dispute procedure to ensure that the payment network charge back rights do not expire. If upon resolution of a dispute it is found that the transaction was actually an authorized charge, WDFW will be liable for the payment within the payment terms as described herein. The Contractor shall provide detailed information on the proposed disputed transaction resolution procedures, including: a) notification process to Contractor, via paper or electronic data interchange, b) ability to dispute transactions electronically as well as track through final resolution of the charge, c) instructions for cardholders, d) instructions (including invoice adjustments) for billing, d) provisions for prompt investigation of disputed items, e) provisions for reporting/disposition on resolution of dispute to cardholders, approving offials, agency program coordinators, and billing office, f) provisions for system-identified dispute-related creid or payment on resolved dispute, g) integrating state-owned fueling facilities.
3.9 Product Codes5.0
3.9.1 The awarded Contractor will be required to work directly with WDFW to develop effective strategies to address product code errors with merchants. Provide example(s) of how your company works with merchants in correcting errors to ensure accurate fuel usage reporting and tax collection. If Contractor does not have the ability to calculate exempt tax due to insufficient information from the merchant, the Contractor may bill the full amount of the charge.
4. Card AcceptanceUse this space to answer each of the questions posed, taking care to be specific and provide details that allow evaluators to truly understand how you meet or exceed these requirements:Meet Y/NPoints Available
Card Acceptance is critical to state business. Bidders will indicate below the number of accepting locations in each area. Card Acceptance is defined as: a) for fuel purchases, unattended acceptance of the fleet card at the point of fuel distribution without any intervention by fuel vendor staff to accept the card for payment (i.e., pay at the pump), b) for maintenance, acceptance of the fleet card by the maintenance vnedor at the point of sale without any additional intervention by the credit card network provider of the awarded Contractor. Bidders must be able to provide verification of accepting location upon request. Bidders shall provide proof of acceptance at the request of the Procurement Coordinator. In the event the Bidder information proves false, they will receive zero points for this section.
All subsections of section 4 Card Acceptance are scored as one.15.0
4.1 Wheeled Vehicle Fueling/EV Charging/Maintenance Locations
The Bidder with the greatest number of accepting locations will receive the maximum number of points available. Other Bids will receive proportionately fewer points based on the formula below:
Proposer’s Number of Accepting Locations / Most Accepting Locations * Available Points
Proprietary Fueling Locations
Service AreaNumber of Accepting Locations
Region 1
Region 2
Region 3
Region 4
Region 5
Region 6
Proprietary Electric Vehicle Charging Locations
Service AreaNumber of Accepting Locations
Region 1
Region 2
Region 3
Region 4
Region 5
Region 6
Proprietary Maintenance Locations
Service AreaNumber of Accepting Locations
Region 1
Region 2
Region 3
Region 4
Region 5
Region 6
4.2 Maritime Fuel Docks and Vessel Maintenance Locations
4.2.1 Card acceptance is required at the locations, docks, and vessel maintenance locations found in Appendix I - Fleet Vendor List. Respond on that list with whether your card is accepted at those locations or not.
4.3 Other Maritime Fuel Dock Locations
Idenfity other maritime fuel dock locations where the Bidder's solution has card acceptance:
Location Name and AddressBody of Water (river, lake, bay, etc.)
4.4 Card Card Network Provider
Identify the credit card network provider prposed for the Bidder's solution:

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