Attachment A, Scope of Work.pdf

80141800-25-STC

Mail Services Page 1 of 22

ATTACHMENT A

SCOPE OF WORK

1. PURPOSE

To provide Customers with Mail Services on a statewide basis, pursuant to the terms set forth in this Scope of Work.

2. DEFINITIONS

Definitions contained in section 287.012, Florida Statutes (F.S.); Rule 60A-1.001, Florida Administrative Code (F.A.C.); and Attachment F, Enterprise Standard Terms and Conditions; are incorporated by reference. In the event of a conflict, the definitions listed in this section supersede the incorporated definitions for the purposes of this Scope of Work. All definitions apply in both their singular and plural sense.

Accountable Mail – A Mail Piece that requires the signature of the addressee or addressee’s agent upon receipt to provide evidence of delivery or indemnification for loss or damage.

Accountable mail includes Priority Mail Express service and Special Service mail such as Certified Mail, Collect on Delivery, Insured Mail for more than $200, Registered Mail, Return Receipt, and Signature Confirmation, and similar or equivalent as defined in the most current version of the USPS Publication.

Barcode – A series of vertical bars and spaces that represent any numerical series, most often a ZIP Code for the delivery address on a mail piece to facilitate automated processing by readers and scanners and used for postal processing including Intelligent Mail, POSTNET, PLANET, Code 39. USS Code 128, and GS1-128.

Business Day – Monday through Friday, inclusive, except for those holidays specified in section 110.117, F.S., from 8:00 a.m. to 5:00 p.m. at the Customer’s location.

Classification – The grouping of mailable matter into mail classes, products, and price categories, according to content, weight, size, and preparation standards as defined by the

USPS.

Coding Accuracy Support System (CASS) – A software or product certification process that standardizes address in address list and improves the accuracy of matching each standardized address to the proper delivery point code, ZIP+4 code, 5-digit ZIP Code, and carrier route code.

Provides a common platform to measure the quality of address matching software and to diagnose and correct software problems.

Continuity of Operations Plan (COOP) – A predetermined set of policies and procedures that describe how a Contractor’s essential functions will continue to be performed during a wide range of emergencies including, but not limited to, localized acts of nature, accidents and technological or attack-related emergencies.

Contract Administrator – The Contractor’s dedicated representative with authority to manage and oversee the awarded Service Category(ies) and will have the ability to address and correct all issues related to the implementation and operation of the Term Contract including, but not

Mail Services Page 2 of 22 limited to, Term Contract compliance; Order and invoicing matters; security; training; staffing;

procedures manual; personnel; operations; safety; COOP; and ensuring all tasks, deliverables, and timelines are met.

Contract Manager – The representative designated by the Department who will oversee all aspects of the Term Contract, monitor performance expectations, and serve as the primary point of contact for the Contractor.

Contractor – A Vendor that enters into a Term Contract with the Department.

Copying (Black and White) – Reproduction of an image or text in black and white.

Copying (Color) – Reproduction of an image or text in color.

Correspondence – All Mail Pieces including, but not limited to, warrants, checks, and deposits that are not Postal Mail.

Courier Services – Delivery solutions that provide secure, accurate, on-time, delivery tracking and Same Day or Next Day Delivery of Mail Pieces and other specified documents for the Customer.

Customer Registration ID (CRID) – A unique number that identifies a specific business location involved in a mailing.

Customer – A State Agency or Eligible User, as these terms are defined in statute and rule.

Customer-specific Scope of Work (Customer SOW) – Tasks, deliverables, term, budget, specific positions, preferences, and terms and conditions for the requested Mail Processing, Courier Services, or On-Site Staffing Services established by the Customer.

Delayed Delivery – Mail Processing and transportation to the USPS that is not designated to be performed on the Same Day or Next Day, as requested by the Customer.

Department – The Department of Management Services (DMS), a state agency.

Document Composition Services – The formatting of large amounts of electronic information into a printable document. The platform or software is used to make the electronic information compatible with the vendor’s printing program.

Eligible User – As defined in Rule 60A-1.001, F.A.C.

Envelope – A flat paper container with a sealable flap, used to enclose a letter or document.

Flat - Mail Piece that is sealed or otherwise enclosed and is not intended to be bent or folded and has one dimension that is greater than 6-1/8 inches high, 11-1/2 inches long (the side parallel to the address as read) or 1/4 inch thick.

Folding and Inserting – Process of placing a Mail Piece(s), such as invoices, statements, or checks inside a window envelope on which address and other information is printed and appears through the window where the fold ensures the document remains secure during

Mail Services Page 3 of 22 transit, but also provides a professional and organized appearance when opened by the recipient.

Full-Service Intelligent Mail – A maximum 31-digit Barcode comprised of a routing code, and four additional fields which add additional information such as mail class, service requested, mailer identification, and unique serial number for tracking.

Impression – The product of Production Printing or Copying only the front side of a single piece of paper or the front and back side of a single piece of paper.

Imprint Postal Mail – Most popular and convenient way to pay for postage, especially for high volume mailings. Instead of using precanceled stamps or a postage meter, the mailer prints postage information in the upper right corner of the Mail Piece. This postage block is called an “indicia.”

Letter – Mail Piece that is sealed or otherwise enclosed and within the dimensions of 11-1/2 inches long, 6-1/8 inches high, 1/4-inch-thick and does not weigh in excess of 3.5 ounces.

Mail Piece – A single addressed article of mail including, but not limited to, Letter(s), Flat(s), Correspondence, card(s), and parcel(s).

Mail Processing – An integrated group of subfunctions required to sort and distribute mail to USPS for delivery. The subfunctions include, but are not limited to, receipt of electronic files, printing, Copying, Folding, Inserting, Sorting, Metering, Barcoding, processing, and applying postage using the best practices and methodology and shall comply with all applicable laws, statutes, and procedures.

Mail Services – The three categories of services contemplated within this Term Contract; Mail Processing, Courier Services, and On-Site Staffing Services.

Mailer Identifier (MID) – A field within the Intelligent Mail barcode that is used to identify mailers.

Meter – The process of affixing postage with a USPS approved postage machine.

Multiline Accuracy Support System (MASS) – A certification process and application that accesses and checks the address-matching software used by multiline optical character readers to evaluate the ability to process address information and apply an accurate delivery point Barcode to a Mail Piece.

Next Day Delivery – Mail Processing and Courier Services to the USPS and other determined routes that is performed on the next Business Day after the date the order is received by the Contractor, excluding weekends and state and federal holidays (as observed by the USPS).

On-Site Staffing Services – Provision of part-time or full-time employees or personnel or via contractual relationships with the Contractor who report to the Customer’s location to perform essential Mail Services functions and do not have an employment relationship with the Customer.

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Order – Written agreement between the Customer and Contractor which establishes the services agreed upon by the Customer and Contractor and may be used interchangeably with purchase order.

Personal Identifiable Information (PII) – Information that directly identifies an individual (e.g., name, address, social security number or other identifying number or code, telephone number, email address, etc.) or by which a Customer intends to identify specific individuals in conjunction with other data elements, i.e., indirect identification.

Postal Mail – Mail Pieces prepared by Mail Processing or transported by Courier Services to the USPS for delivery to the addressee.

Production Print – High-speed printing of Customer’s orders including, but not limited to, the Printing of Mail Pieces and Envelopes.

Same Day Delivery – Mail Processing and Courier Services to the USPS and other determined routes on the same Business Day that the order is received by the Contractor.

Service Category – A collection of Mail Services that is described in this Scope of Work and Attachment C, Cost Proposal.

Sorting – Separating Mail Pieces and Correspondence into specific groups or batches, ZIP codes, or other criteria to take advantage of lower postage rates.

State – The State of Florida.

Term Contract – The legally enforceable State Term Contract, as defined in section 287.012, F.S., between the Department and the awarded Respondent(s) resulting from this solicitation.

Unit Rate – Rate expressed for the cost per individual item or service.

USPS – The United States Postal Service, or Postal Service.

Work Site – The location where work shall be performed.

3. SCOPE OF WORK

3.1 Description of Scope

The Mail Services available through this Term Contract shall be classified under the following Service Categories: Mail Processing, Courier Services, or On-Site Staffing Services.

The Contractor shall provide Mail Processing, Courier Services, or On-Site Staffing Services pursuant to the terms of this Term Contract in the applicable Service Category which it has received an award. Mail Services will be provided on an as-needed basis with no guaranteed or minimum spend. Mail Services are vital to the Customer to successfully meet the Customer’s operational mission and shall be provided seamlessly, without interruption, to the normal operations of the Customer’s business.

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3.2 Service Categories

A Contractor may offer services in an awarded Service Category as set forth below:

3.2.1 Service Category 1: Mail Processing – An integrated group of subfunctions required to sort and distribute mail to USPS for delivery. The subfunctions include, but are not limited to, receipt of electronic files, printing, Copying, Folding, Inserting, Sorting, Metering, Barcoding, processing, and applying postage using the best practices and methodology and shall comply with all applicable laws, statutes, and procedures.

3.2.2 Service Category 2: Courier Services – Delivery solutions that provide secure, accurate, on-time, delivery tracking, and same day or next day delivery of Mail Pieces and other specified documents for the Customer.

3.2.3 Service Category 3: On-Site Staffing Services – Provision of part-time or full-time employees or personnel or via contractual relationships with the Contractor who report to the Customer’s location to perform essential Mail Processing functions and do not have an employment relationship with the Customer.

4. CUSTOMER-SPECIFIC SCOPE OF WORK

The Customer SOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer SOW or Order. The Customer may develop a Customer SOW which establishes tasks, deliverables, specific positions, and preferences for the requested Mail Processing, Courier Services, or On-Site Staffing Services. The Customer shall include a Customer SOW in the Request for Quote (RFQ) issued to the Contractors, and the Customer SOW shall be incorporated into any Order issued by the Customer. The Customer may request an on-site assessment as identified in subsection 23. Request for Quote Requirement. The Customer is permitted to request terms and conditions which supplement those contained in this Term Contract, but shall not conflict.

The following are non-exhaustive examples of Customer requirements which may be required by the Contractor and its personnel. Any Customer preferences will be listed in the Customer SOW or Request for Quote. The Customer SOW may include the following information:

• Additional contractor responsibilities

• Additional financial consequences

• Additional reporting requirements

• Additional data security requirements

• Additional security requirements for accessing the Customer’s Work Site

• A Customer-specific procedures manual

• Work Site, pickup, or delivery locations

• Additional COOP requirements

5. DUTIES AND RESPONSIBILITIES

5.1 Establishment of Mail Services

Awarded Contractor(s) shall assume sole responsibility and liability for all Mail Pieces and Correspondence it accepts. Contractor(s) shall have the ability to provide Mail Processing, Courier Services, or On-Site Staffing Services for at least 1 million Mail Pieces per month.

Actual quantities may deviate from estimated quantities subject to Customer needs, market

Mail Services Page 6 of 22 conditions, or any other reason. The Contractor shall be able to provide Mail Services in compliance with USPS requirements statewide. Awarded Contractor(s) shall furnish everything required to provide cost-efficient Mail Services as defined in this Scope of Work.

5.1.1 The Contractor shall adhere to the Customer SOW when providing any Mail Services.

5.1.2 If requested, the Contractor shall meet with the prospective Customer to identify service needs and perform a free on-site assessment to determine the most cost-effective combination of personnel, processes, and technology to meet the Customer’s needs.

5.1.3 The Contractor shall consider a number of variables in customizing services to meet the Customer’s needs. These variables include, and are not limited to: the type and volume of Mail Pieces to be handled; the time required for completion of the Mail Service; the number of on-site staff needed; courier frequency, courier routes, schedule, pickup points, delivery points, on-demand pickup, and tracking;

security requirements; and Work Site configuration. The Customer shall ensure that any proposed Customer SOW complies with federal, state, and local law, including, but not limited to, section 283.35, F.S.

5.1.4 The Contractor shall prepare all Postal Mail in accordance with USPS regulations, policies and procedures that apply to handling mail, including those in the most current version of the USPS Handbook AS-353-Guide to Privacy, the Freedom of Information Act, and Records Management https://about.usps.com/handbooks/as353/ and POMS DI 395551 DDS Mail Management https://secure.ssa.gov/poms.nsf/lnx/0439551000.

6. SERVICE CATEGORY 1: MAIL PROCESSING

Mail Processing includes collection of Mail Pieces from the Customer, receipt of electronic files from the Customer, printing, Copying, Folding, Inserting, Sorting, Metering, Barcoding, processing, and transportation of Mail Pieces to the USPS for delivery to the addressee. Mail Pieces may be machine or hand addressed. A Contractor awarded this Service Category shall perform Mail Processing under the Term Contract using the best practices and methodology and shall comply with all applicable laws, statutes, and procedures.

The terms set forth in section 6 shall apply only to those Contractors awarded a Term Contract for Service Category 1: Mail Processing.

6.1 General

Postage shall be billed based on the USPS rates from the USPS website. USPS price tables are available on the Postal Service’s Postal Explorer website at https://pe.usps.com/PriceChange/Index.

6.1.1 The Contractor shall provide Full-Service Intelligent Mail Barcode services.

6.1.2 The Contractor shall ensure the Customer has established unique Mailer Identifier (MID) and Customer Registration ID (CRID).

https://about.usps.com/handbooks/as353/ https://secure.ssa.gov/poms.nsf/lnx/0439551000 https://pe.usps.com/PriceChange/Index?_gl=1*1lj705n*_gcl_au*MTI0ODA1Mjg4My4xNzA2NTU4Nzc2*_ga*OTEyMTgxMTY1LjE2OTMzMTQ3MzE.*_ga_3NXP3C8S9V*MTcxMzM2NTA1My4xNi4xLjE3MTMzNjUzNTQuMC4wLjA.

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6.1.3 The Contractor shall ensure that the best possible USPS Classification is selected to obtain maximum postage discounts for all Postage Mail based on cost, policy, timeliness, and delivery requirements.

6.1.4 The Contractor shall provide permit imprint Postal Mail (an authorization to mail without postage affixed by using an imprint).

6.1.5 The Contractor shall process hand-addressed Mail Pieces through manual or remote encoding.

6.1.6 The Contractor shall provide the Customer with all USPS forms and supplies required to process Mail Pieces. Supplies include USPS forms, Accountable Mail materials, mail trays, bins, and other items that may be required by USPS.

6.1.7 The Contractor shall use Envelopes to fulfill the Customer’s Order in accordance with USPS mailing standards. State agencies shall purchase commodities required to perform Mail Services in accordance with 60A-1.043 (5), F.A.C. If the Customer determines they need a different type of Envelope and the Envelope is not available in any State Term Contract, https://www.dms.myflorida.com/business_operations/state_purchasing/state_con tracts_and_agreements, the Customer may allow the Contractor to purchase the specific Envelope needed for Mail Processing production at cost. The Customer may request documentation demonstrating the prices paid by the Contractor to purchase the specific Envelope needed.

6.1.8 The Contractor shall use Mail Processing software approved and certified by the USPS and shall install all software updates, patches, and repairs on all Mail Processing equipment upon release.

6.1.9 The Contractor shall routinely update address and ZIP code information using MASS certified equipment and CASS certified software.

6.1.10 The Contractor shall protect the confidentiality and integrity of Customer information. Contractor software shall be compatible and compliant with Customer software and requirements at all times.

6.1.11 The Contractor shall have the ability to accept Customer Orders in writing or electronically.

6.1.12 The price per Impression for Copying and Production Print is calculated on a per Impression basis. (e.g., a one-sided Impression on the front side of a single piece of paper is calculated as one Impression and a two-sided Impression on the front and back side of a single piece of paper is calculated as two Impressions).

6.1.13 The Contractor shall maintain accurate, detailed Mail Processing records including, but not limited to: print production; Folding and Inserting; presorting;

address updating; rejected, returned and damaged mail; proof of service;

signature record for Accountable Mail; and postage. All records shall contain accurate Order numbers and Customer information. When requested by the Customer, the Contractor shall provide reports.

https://www.dms.myflorida.com/business_operations/state_purchasing/state_contracts_and_agreements

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6.1.14 The Contractor shall have the ability to transport Mail Pieces and adhere to Same Day Delivery, Next Day Delivery, or Delayed Delivery to the USPS as required in the Customer SOW.

6.1.15 The Contractor shall ensure security and confidentiality of transported Mail Pieces while in the Contractor’s possession.

6.2 Printing and Related Services

Standard print production services shall utilize plain white 20# bond paper in either 8 ½ x 11 or 8 ½ x 14 size. If the Customer determines that they need a different type of paper and the paper is not available in any State Term Contract, https://www.dms.myflorida.com/business_operations/state_purchasing/state_contracts_ and_agreements, the Customer may allow the Contractor to purchase the specific paper needed for print production service at cost. A Customer may request documentation demonstrating the prices paid by the Contractor to purchase the specific paper needed.

6.2.1 The Contractor shall have the capability of accepting or sending electronic production mail files and data including, but not limited to, the formats and software listed below:

• Exstream

• IBM data streams

• PCL

• PDF

• PostScript files

• Image files

• Database files

6.2.2 The Contractor shall maintain a total production file count received from the Customer and compare it to the actual production file to ensure counts are accurate. The Contractor shall notify the Customer in the event of a miscount and request a re-transmission of the production files.

6.2.3 The Contractor shall maintain Mail Processing information about print production Orders received from the Customer, and when requested by the Customer, shall provide reports.

6.2.4 The Contractor shall process encrypted postscript files without any modifications in accordance with the requirements in the applicable Customer SOW.

6.2.5 The Contractor shall split unencrypted postscript files into separate documents or pages, as necessary, and insert Barcodes on those documents or pages in accordance with the requirements of the Customer. The Contractor shall apply Barcoding and further sub-sorting by page count in order to group the individual files for envelope insertion.

6.2.6 The Contractor shall have the ability to provide Document Composition Services by creating postscript files in accordance with the requirements of the Customer.

The Contractor shall have the ability to perform the following functions: generate software scripts for breaking the print stream up by page count and envelope type; index by document numbers; generate files capable of being processed on

Mail Services Page 9 of 22 multiple inserters; and Barcode the documents for inserting into envelopes.

Document Composition Service needs may vary by Customer.

6.2.7 The Contractor shall have the ability to provide Copying services as part of Mail Processing when requested by the Customer. The Contractor shall have the ability to make black and white and color copies. The Contractor shall have the ability to make copies of various sizes, which may include index cards, postcards, letter-size paper, and legal-size paper.

6.3 Folding and Inserting

6.3.1 The Contractor shall provide Folding and Inserting services.

6.3.2 The Contractor shall guarantee Mail Processing integrity by implementing file-based processing for inserters that has the ability to match inserted envelope counts with the print production file counts.

6.4 Presorting

6.4.1 The Contractor shall sort Flat and Letter Postal Mail.

6.4.2 The Contractor shall provide sorting with a machine that has an Optical Character Reader (OCR) that will interpret the address information on Letter Postal Mail Pieces and spray the corresponding ZIP Code information on to the piece as a Barcode.

6.4.3 The Contractor shall sort Postal Mail pieces to achieve the best available postage discount as priced by USPS for the applicable size, weight, and mail type.

6.4.4 On a daily basis, the Contractor shall comingle all Postal Mail printed and prepared by the Contractor with all Postal Mail printed and prepared by the Customer to obtain the lowest possible postage rate, pursuant to the Customer’s preference for Same Day, Next Day, or Delayed Delivery.

6.5 Address Update Services

6.5.1 The Contractor shall provide address update services to the Customer based on the current requirements of the USPS National Change of Address.

6.5.2 The Contractor shall maintain software to provide address update services and shall upload all updates as they are available.

6.5.3 The Contractor shall ensure that the latest USPS move update requirements are used.

6.5.4 The Contractor shall comply with any statutory restrictions pertaining to address updates that are provided by the Department or Customer. The Contractor shall ensure that, if a Customer has a statutory restriction on the forwarding of mail to new addresses, that the legally required endorsements are printed on the envelopes.

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6.5.5 The Contractor shall provide the Customer a listing of all address update service activities, (i.e. copy or image of envelope, report listing the old and new addresses, or other suitable method to provide old and new address). The Customer may request the listing on a weekly, monthly, or quarterly basis.

6.6 Removal of Postal Mail Prior to Transport

6.6.1 The Contractor shall establish a process by which the Customer may remove

Postal Mail from Mail Processing prior to transportation to the USPS.

6.6.2 The Contractor shall remove Postal Mail as requested by the Customer.

6.6.3 The Contractor shall provide a list of all removed pieces of Postal Mail and return the pieces to the Customer, requiring signature and timestamp upon receipt.

6.7 Rejected, Returned, and Damaged Mail

6.7.1 The Contractor shall work with each Customer to assist in minimizing the pieces of Postal Mail rejected or returned and establish procedures for handling rejected or returned Postal Mail.

6.7.2 The Contractor shall have the capability to track, record, and report the number of Postal Mail pieces rejected or returned. The Contractor shall report to the Customer daily the number of Postal Mail pieces rejected or returned.

6.7.3 The Contractor shall deliver all rejected or returned Postal Mail pieces to the Customer on the same day of receipt.

6.7.4 The Contractor shall notify the Customer immediately when damage occurs to Postal Mail. The Contractor shall return damaged Postal Mail to the Customer within one Business Day. The Contractor shall maintain a record of all supplies, documents, and Mail Pieces damaged while in the Contractor’s possession and submit a biweekly report with the invoice to the Customer.

6.8 Postage

6.8.1 The Contractor shall ensure that all Postal Mail is Metered in accordance with current USPS standards and regulations.

6.8.2 Unless previously approved in writing, the Contractor shall guarantee that all eligible Postal Mail with a destination address in Florida is in accordance with current USPS mailing standards and guidelines and Metered at the most applicable and appropriate method that provides the lowest rate for the Customer. This requirement shall not be set aside for equipment failure, natural disaster, Contractor error, or any other reason without the express written consent of the Customer.

6.8.3 The Contractor shall always obtain all available postage discounts. Any savings shall be credited to the Customer.

6.8.4 The Contractor shall notify the Customer of all USPS service promotions that may generate additional postage discounts and comply with the Customer’s directions with respect to participation in such promotions. Any savings generated by participation shall be credited to the Customer.

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6.8.5 Upgrades for Accountable Mail or additional required postage shall be preapproved by the Customer. These charges shall be included and clearly identified in the Contractor’s invoices.

6.8.6 The Contractor shall obtain and maintain a record of signatures for Accountable Mail. The Contractor shall electronically track and report Accountable Mail delivery.

6.8.7 The Contractor shall provide USPS postage statements upon request by the Customer.

6.8.8 The Contractor shall provide monthly reports to the Customer containing postage inventory and internal charge back accounts including, but not limited to, business reply and postage due funds.

6.8.9 The Contractor shall provide monthly reports to the Customer containing postage information, by Classification, and, if requested by the Customer, the amounts of postage used by the operating units.

6.8.10 The Contractor shall not backdate Metered Mail Pieces.

7. SERVICE CATEGORY 2: COURIER SERVICES

The terms set forth in section 7 shall apply only to those Contractors awarded a Term Contract for Service Category 2: Courier Services.

7.1 Mail Pieces, Correspondence, and other specified documents scheduled for pick up by 4 PM ET daily will be considered Same Day Delivery. Mail Pieces, Correspondence, and other specified documents scheduled for pick up after 4 PM ET will be considered Next Day Delivery.

7.2 The Contractor shall have the ability to provide courier services routes in every ZIP code statewide.

7.3 The Contractor shall pick up Metered and unmetered Postal Mail from the Customer for Mail Processing in the time and manner specified in the Customer SOW.

7.4 When required by the Customer, the Contractor shall pick up Postal Mail and other specified documents more than once daily from locations and shall ensure that the last afternoon Postal Mail pickup is made in time to meet USPS daily pickup deadlines.

7.5 The Contractor shall keep an electronic record of all Mail Pieces successfully and unsuccessfully transported for a period of three years after the term of the Term Contract.

7.6 The Customer’s Order number shall appear on all Contractor forms, proofs of services, reports, invoices, and all other Correspondence regarding the Order.

7.7 The Contractor shall monitor all Orders and provide the status to the Customer upon request.

7.8 The Contractor shall obtain and maintain a record of signatures from the Customer for Accountable Mail. The Contractor shall electronically track and report Accountable Mail delivery.

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7.9 The Contractor shall have adequate backup couriers including supporting personnel such as clerks, dispatchers, and managers to service the State.

7.10 The Contractor shall maintain control and documentation of pickup and delivery items, shall obtain the signature from Customer designee at each location, and shall reconcile with designated Customer staff as a way to sign off completion of services for the day.

7.11 The Contractor shall notify the Customer if Contractor will be more than 15 minutes later than the scheduled pickup or delivery time. The method of notification will be determined by the Customer and may be contemplated in the applicable Customer SOW.

7.12 The Contractor shall adhere to Customer’s designated pickup and delivery locations.

7.13 The Contractor shall ensure security and confidentiality of the transported items while in the Contractor’s possession.

7.14 The Contractor shall maintain accurate, detailed Courier Services records including, but not limited to: courier routes; pickup and delivery time logs; proofs of delivery; Term Contract compliance matters; security and confidentiality matters; damaged items;

staffing levels; duties and responsibilities performed; and training. All records shall contain accurate Order numbers and Customer information. When requested by the Customer, the Contractor shall provide reports.

8. SERVICE CATEGORY 3: ON-SITE STAFFING SERVICES

Contractors awarded this Service Category shall provide On-Site Staffing Services to the Customer. On-site staff shall have the necessary training and ability to perform Mail Processing at the Customer’s Work Site(s) or as specified by the Customer and in the applicable Customer

SOW.

The terms set forth in section 8 shall apply only to those Contractors awarded a Term Contract for Service Category 3: On-Site Staffing Services.

8.1 The Contractor shall continually monitor the performance of its on-site staff located at the Customer’s Work Site(s) and routinely meet with the Customer to ensure the Contractor is providing services which adhere to this Scope of Work and an applicable Customer SOW. Contractor shall remove and replace any unsatisfactory personnel, at the sole discretion of the Customer.

8.2 The Contractor shall prepare all Mail Pieces as required to sort and distribute mail to USPS for delivery.

8.3 On-site staff shall comply with the Customer’s human resource, security, and employment policies, in addition to any other policies, as designated by the Customer.

8.4 On-site staff shall perform the functions included in the descriptions below:

8.4.1 Customer Service Associate – Duties may include, but are not limited to: pick up, receive, and sort incoming Correspondence; deliver outgoing Correspondence;

pick up outgoing Postal Mail in preparation for Mail Processing by the Contractor;

perform various Mail Service activities (Sorting, Metering, Folding, Inserting, delivering; adhere to business guidelines and safety procedures; scan incoming mail; create and ship files; sort and deliver mail).

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8.4.2 Supervisor – Duties may include, but are not limited to: supervise and manage other on-site personnel; oversee the daily performance of on-site Mail Processing required by the Customer; ensure customer satisfaction via well-trained staff, use of proper work instructions, adherence to Term Contract and Customer SOW, cross train; ship and receive; handle time-sensitive materials such as confidential, PII, or urgent Mail Pieces.

8.4.3 The Contractor shall maintain accurate, detailed On-Site Staffing Services records including, but not limited to: timesheets, Work Site(s), staffing levels, policies, security, duties and responsibilities performed, and training. All records shall contain accurate Order numbers and Customer information. When requested by the Customer, the Contractor shall provide reports.

9. CUSTOMER AND ACCOUNT MANAGEMENT

9.1 Communication

9.1.1 The Contractor shall establish a primary and secondary Contract Administrator to maintain effective lines of communication with the Customer.

9.1.2 The Contract Administrator will be responsible for addressing Term Contract issues and requests brought to them by the Customer and the Department. The Contract Administrator shall have the authority and ability to address and correct all issues related to the implementation and operation of the Term Contract to include, but not limited to: responding to Customer inquiries, contract compliance and performance, Order and invoicing matters, security, staffing support, procedure manual, operational support, personnel, operations, safety, COOP, and manage tasks, deliverables, and timelines.

9.1.3 The Contractor shall notify the Department’s Contract Manager of any changes in assignment of the Contract Administrator, in writing, within one Business Day of the new assignment.

9.1.4 The Contractor shall provide the Department and the Customer with contact information for the Contract Administrator within one Business Day of the Term Contract execution or Customer Order. This information shall include full names, titles, email addresses, office and cellular telephone numbers. The Contract Administrator shall respond to Customer calls or emails within one Business Day.

The Contractor shall provide a telephone number and email address for contacting the Contractor after Business Hours. The Contractor shall respond to after-hour messages within one hour.

9.1.5 The Contractor shall resolve all contractual and Customer concerns, issues, or complaints to the satisfaction of the Customer.

9.1.6 The Contractor shall report the daily volume of Mail Pieces processed, courier logs, or On-site Staffing activities and logs and any other operational reporting when requested by the Customer or the Department in an agreed upon format and timeframe.

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9.1.7 Upon request by the Customer, the Contractor shall provide the Customer with consultation and training to enable the Customer to take advantage of postage discounts and other cost-saving measures.

9.1.8 The Contractor shall provide immediate written and verbal notice to the Customer if it believes it cannot meet the level of services required in the Term Contract or Customer SOW and shall provide remedies, alternatives, and mitigate all further impacts as detailed in the COOP. At the sole discretion of the Customer, the Customer may seek any appropriate remedies if the Contractor cannot meet the level of services required including, but not limited to: requesting an invoice reduction, terminate the Order, and selecting another Contractor.

9.1.9 The Contractor shall send all routine communications and reports related to the

Term Contract to the Department’s Contract Manager. If any information listed on the Department’s website changes during the life of the Term Contract, then the Contractor shall notify the Department’s Contract Manager within five Business Days. Communication relating to a specific Order should be addressed to the contact person identified on the Order. Communication may be by e-mail or telephone.

10. PROCEDURES MANUAL

No later than 30 Business Days after the Term Contract effective date, the Contractor shall provide the Department a procedures manual that addresses the Contractor’s procedures for the Service Category(ies) awarded as detailed in this Scope of Work and as identified below.

The Contractor shall provide the Department a current procedures manual annually within 30 days of the Term Contract anniversary each year after the start date of the Contract. The Customer may request a Customer-specific procedures manual, and the Contractor shall provide no later than 30 Business Days after the Customer Order effective date, or as specified by the Customer.

• Mail Processing including, but not limited to, duties and responsibilities, Classification, Accountable Mail, safety and security protocols, and address labeling;

• Courier Services including, but not limited to, Mail Piece, Correspondence, and interagency delivery and pickup, bank deposits, and courier logs; or

• On-Site Staffing Services including, but not limited to, duties and responsibilities, competencies, safety and security protocols, and a staffing plan.

The Contractor shall maintain the procedures manual and provide timely updates to the Customer. The Contractor shall provide training to the Customer regarding the procedures manual and communicate all updates to the Customer within one Business Day.

11. HOLIDAYS

The Contractor shall provide the Customer all services during Business Days, unless otherwise agreed upon in the Customer Scope of Work.

The following days are observed as holidays by state agencies in accordance with section 110.117, F.S.:

• New Year’s Day

• Birthday of Martin Luther King, Jr., third Monday in January

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• Memorial Day

• Independence Day

• Labor Day

• Veterans’ Day

• Thanksgiving Day

• Friday after Thanksgiving

• Christmas Day

If any of these holidays falls on Saturday, the preceding Friday shall be observed as a holiday. If any of these holidays falls on Sunday, the following Monday shall be observed as a holiday. The Customer may have additional holiday(s) observed which will be detailed in the Customer SOW.

12. CONTINUITY OF OPERATIONS

12.1 Contractor’s Continuity of Operations Plan (COOP)

The purpose of the COOP is to ensure that the Contractor has made adequate preparations to continue Mail Processing, Courier Services, or On-Site Staffing Services in the occurrence of events including, but not limited to, natural, human-caused, technological threats and national security threats, acts of god, including hurricane and flood, power outage, terror, pandemic, civic unrest, equipment failure, cybersecurity incidents, loss of workforce, and other events outside of the Contractor’s control that the Contractor may mitigate the impact to the Customer with the implementation of a COOP.

The Contractor shall continue to perform Mail Services while the USPS is open and receiving mail, and ensure that the Customer’s Correspondence remains secure and undamaged, and take any and all actions necessary to continue to perform regardless of whether those actions are specifically described in the COOP.

No later than 30 Business Days after the Term Contract effective date, the Contractor shall provide the Department’s Contract Manager with a comprehensive COOP. The COOP is subject to the Department’s review and approval. The Contractor shall make any corrections or updates as requested by the Department within 10 Business Days.

The Contractor shall also provide the Customer with the COOP upon executing a Customer Order, and shall incorporate any additional requirements from a Customer

SOW.

The Contractor shall review and update the COOP annually and submit a copy to the Department’s Contract Manager annually after the anniversary date of the start date of the Term Contract.

The Contractor shall ensure that the plan addresses any potential operational interruption on a short-term and long-term basis. The COOP shall include:

• Start-up and recovery procedures for implementing the COOP

• Roles and responsibilities, delegations of authority

• Alternate location(s) of operations

• Process to protect, replace, and implement risk mitigation systems and equipment

• Essential components of information required for continued operations backup

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• Backup processes and procedures

• Operational workaround procedures

• Processes to comply with regulatory and contractual obligations

• Plans for continuation of services

• Implementation of virus/hacking containment

• Deploying anti-virus software and updates

• A plan for regularly testing the COOP

• Additional requirements as directed by the Department

When applicable to the awarded Service Category, the COOP shall include:

• Process to support Mail Processing services

• Backup couriers

• Process to provide standard or increased number of personnel

• Alternate Mail Facility sites

• Site Facility Recovery procedure

13. MAIL PROCESSING FACILITY

If providing Mail Processing services, at the Customer’s discretion, the Contractor may be required to establish, maintain, and operate a centralized Mail Processing facility within Florida or elsewhere in the contiguous United States. Any such requirements shall be identified by the Customer at the time of Order and detailed in the Customer SOW. The Contractor may establish additional Mail Processing facilities in other locations to meet Customer requirements.

The Contractor shall furnish all equipment, vehicles, machinery, software, and hardware necessary to provide Mail Processing to meet the volume requirements of the Customer within the facility(ies). The Contractor shall allow representatives of the Customer and Department to conduct on-site visits at the Contractor’s facility(ies), with or without prior notification.

14. SECURITY

The Contractor shall ensure the physical security of all Mail Pieces and Correspondence. The Contractor shall ensure the integrity and confidentiality of Mail Pieces and Correspondence in its possession. Unauthorized personnel shall not have access to facilities, vehicles, or equipment used to pick up, transport, process, or store Mail Pieces, Correspondence, supplies, or property of the Customer. Access to separately secured areas and secured vehicles where Mail Services are processed shall be limited to the Contractor or Customer personnel with proper authorization and clearance to access those areas.

The Contractor shall employ physical and cybersecurity measures to secure all Mail Pieces, Correspondence, and Customer property and information in its possession from theft, forgery, alteration, or exposure to the elements. In addition, the Contractor shall have the ability to meet additional Customer security needs as specified in the Customer SOW, such as security policies, tamper-proof containers, facility access restrictions, employee photo ID badges, security cameras, sign-in and sign-out logs, and secured cage to avoid security breaches.

15. SAFETY SCREENING

The Contractor shall comply with the most current USPS mail safety regulations for all Mail Services. Currently, the U.S. Department of Transportation designates hazardous materials that are capable of posing a risk to health, safety, and property during transportation.

https://www.ecfr.gov/current/title-49. The Contractor shall test for biological, chemical, and explosive agents, as these terms are defined by the Code of Federal Regulations, of suspicious https://www.ecfr.gov/current/title-49

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Mail Pieces transmitted through the mail stream. If questionable, suspicious, or hazardous materials, as this term is defined by the Code of Federal Regulations, are found, the Contractor shall follow the instructions contained in the current publication of the USPS Publication 166, Guide to Mail Center Security and, when reasonably safe to do so, shall notify the Customer.

16. SECURITY COMPLIANCE

The Contractor shall comply with all applicable Florida Statutes and the Department of Labor’s guidance on the protection of Personal Identifiable Information (PII), which is defined as “personal information” in section 501.171, F.S. The Contractor shall require company-wide communications concerning Mail Services security procedures including PII. It is the Contractor's responsibility to protect and safeguard paper, electronic, or other media that contain PII to which they have access.

The Contractor shall ensure that all employees are pre-screened through background checks.

17. INVOICE COMPLIANCE

The Contractor shall submit accurate, timely, and complete invoices for Mail Services, other than postage, monthly or as directed in the Customer SOW. Invoices for Postage shall be submitted to the Customer biweekly. The Contractor shall reduce the Customer’s invoice or subsequent invoice for all items damaged while in the Contractor’s possession and all overcharges.

Should an invoice discrepancy occur, the Contractor shall provide records or reports to support the invoice within five Business Days. The Contractor shall immediately correct and remedy invoice errors. Disputes may be resolved by the Customer or escalated to the Department at the Customer’s discretion.

18. POSTAGE REIMBURSEMENT

Payment terms for Postage will be invoiced in arrears unless otherwise specified by the Customer in the Customer SOW. The Contractor shall invoice the Customer biweekly in arrears by each USPS account or mailer identification number for postage used each billing cycle, unless otherwise stated in the Customer SOW.

At the Customer’s sole discretion, the Customer may pay for postage in advance directly from to USPS or the Contractor. State agencies are required to obtain approval from the Department of Financial Services prior to agreeing to an advance payment in the amount of Category Two or more. Payment shall be made in accordance with sections 215.422 and 287.0585 of the Florida Statutes, which govern time limits for payment of invoices.

19. PRICING

The Contractor shall perform the Term Contract in accordance with the maximum initial and renewal term pricing in Attachment C, Cost Proposal. The Customer may negotiate lower pricing based on the Customer’s Order. Initial term and renewal term pricing shall include any and all applicable costs for providing Mail Processing, On-Site Staffing Services, or Courier Services in accordance with this Scope of Work. Hourly rates submitted by the Contractor shall be in compliance with all federal, state, and local labor laws.

Contractors may provide an optional per Business Day Unit Rate daily for Service Category 3, On-Site Staffing Services. The per Business Day Unit Rate is intended to provide predictability

Mail Services Page 18 of 22 and a discount to Customers relative to maximum hourly rates. Under no circumstances shall the per Business Day Unit Rate be permitted to be greater than eight hourly Unit Rates.

The Contractor shall not begin work on any services that will exceed the Customer’s specified budget or Order without written approval from the Customer.

20. PRICE ADJUSTMENTS (UNIT RATE)

The Contractor shall adhere to the Unit Rate submitted in Attachment C, Cost Proposal, which is incorporated into the Term Contract.

The Contractor shall provide the lowest available Unit Rate to the Customer which meets the specifications of this Scope of Work.

The Contractor shall perform the Term Contract in accordance with the initial and renewal term Unit Rate pricing in Attachment C, Cost Proposal. Unit Rate pricing may be adjusted during the term of the Term Contract, subject to the process outlined herein. Unit Rate pricing may be adjusted no earlier than twelve months after the anniversary date of the start date of the Term Contract and thereafter or no earlier than twelve months after the effective date of the previous price adjustment. The Contractor shall submit Unit Rate price adjustment requests via email to the Department’s Contract Manager.

There is no guarantee the Department will approve a Unit Rate price adjustment, therefore, the Contractor should be prepared for pricing to be firm over the term of the Term Contract.

Requests for adjustments in Unit Rate pricing shall be supported by appropriate documentation.

The Department will review Unit Rate price adjustment requests based on an increase in the Contractor’s actual expenses or other reasonable adjustments in providing services under the Term Contract. If the Department agrees to the adjusted Unit Rate price terms, the Department shall issue written approval of the change.

The Department reserves the right to deny any price adjustment request. Price adjustments will not be considered for any Contractor with any contractual performance issues including, but not limited to, outstanding fees or monies due under this Term Contract or overdue reports or documentation including, but not limited to, Quarterly Sales Report(s), MFMP Transaction Fee Report(s), failure to adhere to COOP requirements, Corrective Action Plans, or other requirements contained in this Scope of Work or Customer SOW.

The Contract Manager shall notify the Contractor if the requested price adjustment is approved.

Such notice is sufficient to effectuate this change without requiring a written amendment to the Term Contract.