Customer_Satisfaction_System_(Addendum_#1_Revision).pdf

RFP 2024-0920

CUSTOMER SATISFACTION SYSTEM

City of Cleveland

Department of Port Control

601 Lakeside Ave

Cleveland, OH 44114

RELEASE DATE: October 18, 2024

DEADLINE FOR QUESTIONS: October 29, 2024

RESPONSE DEADLINE: November 7, 2024, 4:00 pm

RESPONSES MUST BE SUBMITTED ELECTRONICALLY TO:

https://secure.procurenow.com/portal/clevelandoh

City of Cleveland

Customer Satisfaction System

I. INTRODUCTION

II. SCOPE OF WORK

III. COMPENSATION AND INVOICING

IV. TERMS AND CONDITIONS

V. INSURANCE LIMITS

VI. PROJECT SCHEDULE AND DELIVERABLES

VII. REQUIRED CITY FORMS

VIII. PROPOSAL CONTENTS

IX. PROPOSAL SUBMITTALS

X. THE CITY’S RIGHTS AND REQUIREMENTS

XI. EVALUATION PHASES

XII. OFFICE OF EQUAL OPPORTUNITY

XIII. AGREEMENT PROCESS

XIV. CONSTRUCTION OF AGREEMENT

Attachments:

A - Security

B - Cleveland Ordinance No. 1660-A-09

C - Vendor Entry Form

D - Subcontractor Addition and Substitution Policy

E - Federal Contract Provisions (OEO Professional Services)

#RFP 2024-0920

Title: Customer Satisfaction System

1. INTRODUCTION

LATE PROPOSALS WILL NOT BE ACCEPTED

The City of Cleveland invites responses to the Request for Proposal (RFP) for Customer Satisfaction

System.

We ask that you strictly adhere to the following critical guidelines outlined in this document.

1.1. Summary

Cleveland Hopkins International Airport (CLE) is soliciting proposals from qualified vendors to provide a

Customer Satisfaction System (CSAT) specifically designed for restrooms. The system will employ tablets for capturing feedback via emojis, with the data securely stored in the cloud and made accessible through a comprehensive dashboard. This initiative aims to improve restroom cleanliness and overall customer satisfaction by delivering real-time feedback to custodial staff.

1.2. Contact Information

Keith Prawalsky Airport Procurement Officer 5300 Riverside Dr PO Box 81009 Cleveland, OH 44114 Email: kprawalsky@clevelandairport.com Phone: (216) 265-6073

Department:

Port Control

Department Head:

Bryant L. Francis, C.M.

Director

1.3. Timeline

RFP Published on City website October 18, 2024

Pre-Proposal Conference (Non-

Mandatory)

October 25, 2024, 9:00am

Webex Call in number 1-415-655-0002 Access

Code 2866 967 5461

Last Day to Submit Provider Questions October 29, 2024, 4:00pm

Publish RFP Addendum October 31, 2024

Proposal Submission Deadline November 7, 2024, 4:00pm mailto:kprawalsky@clevelandairport.com tel:(216)265-6073

2. SCOPE OF WORK

2.1. Scope of Services

System Requirements

Hardware

• Tablet Installation: Provide durable, high-traffic environment-suitable tablets for installation in restrooms to capture customer feedback.

Software

• Feedback Mechanism: The system must offer a range of emojis that customers can use to rate their satisfaction with restroom conditions.

• Data Capture: All feedback must be securely recorded and stored.

• Cloud Storage: Feedback responses must be saved in a cloud-based system, ensuring centralized access and availability for future analysis.

Dashboard

• Real-Time Monitoring: A web-based dashboard must be provided for custodial managers to view and analyze feedback data.

• Groupings: The dashboard should support the grouping of restrooms by location or zone (e.g., Terminal A, Terminal B) to facilitate targeted analysis and management.

• Filters: The system should include filtering options for data based on time, location, group, and other relevant criteria.

• Alerts: The dashboard must be capable of sending alerts when specific thresholds of negative feedback (e.g., 3 consecutive negative responses) are reached.

Notifications

• Modes of Notification: The system must send alerts via SMS, email, and app notifications to notify custodial staff of critical feedback trends.

• Thresholds: Customizable thresholds should be provided for triggering notifications based on feedback patterns.

Mobile App

• Functionality: Develop a mobile app for custodial staff to access feedback data and alerts. The app should be user-friendly and compatible with major mobile operating systems.

Security and Compliance

• Data Security: Ensure that all captured data is encrypted and stored securely, following industry best practices.

• Compliance: The system must comply with relevant privacy regulations (e.g., GDPR, CCPA).

Vendor Qualifications

• Experience: Vendors should demonstrate experience in providing similar feedback systems, including references from previous implementations.

• Technical Support: Provide details on technical support, including availability, response times, and support channels.

3. COMPENSATION AND INVOICING

1. General Services

Compensation for general services shall be based on hourly billing rates or fixed price based on support category of the individuals assigned to each task and approved reimbursable expenses as agreed upon during negotiation of the Agreement.

Billing rates shall remain unchanged throughout the life of this contract.

The Consultant shall be paid for services on a simple time-based method, or mutually agreed upon fee schedule based on project deliverables. The Consultant shall invoice each month based on the actual hours, and approved hourly billing rates expended for the services. The invoice shall include only the staff titles listed in the Fee Proposal.

The Consultant shall submit its invoice for progress payment to the Department of Port

Control no later than the close of business on the Thirtieth (30th) Calendar Day of the Month following the month for which payment is requested. If the 30th calendar day would fall on a

Saturday, Sunday, or Holiday then the submittal shall be on the previous working day. The

Consultant shall not submit invoices more frequently than once per month.

Invoices shall include a cover page, summary table, detailed invoice per task, summary table of labor costs, timesheets, summary table of reimbursable, original receipts, and other information as deemed appropriate. Invoices shall include specific activities worked, on an hourly and daily basis by resource or task/deliverables.

Supporting information (receipts, timesheets, etc.) shall be attached in the appropriate section of the invoice in alphabetical then chronological order. For example, timesheets shall be attached alphabetically by individual name and chronologically by individual.

Each approved task shall be specifically identified and tracked.

Invoices not submitted in the approved format may be rejected and returned to the Consultant.

This includes incomplete information and missing documentation.

2. Payments To Subconsultants

Consultant is obligated to pay subconsultants within 10 days from the receipt of each payment the prime contractor receives from the City of Cleveland.

4. TERMS AND CONDITIONS

The following terms and conditions, substantially in the form contained herein, shall be included in the agreement between the City and the successful respondent. Please carefully review these terms and conditions. No specific response to this section is required.

4.1. Term

The term of this Agreement shall begin on the effective date of this Agreement and, unless sooner cancelled in accordance with the terms of the Agreement, shall terminate upon completion of and approval by the City of all work to be performed.

4.2. Cancellation

This agreement may be canceled by the City at any time upon written notice to the Consultant.

4.3. Independent Contractor

Consultant and the City agree that Consultant is an independent contractor and not an employee of the

City and further agrees that Consultant shall be considered as such for all purposes. As such Consultants shall retain sole financial responsibility for all taxes due to federal, state or local governments or agencies on account of themselves, their employees, representatives or agents.

4.4. Equal Opportunity, MBE/FBE

The Consultant shall comply with all terms, conditions, and requirements imposed on a “Contractor” in the Equal Opportunity Clause, Section 187.22(b) of the Cleveland Codified Ordinances, (Attachment F) and shall make the Clause part of every subcontract or agreement entered into for services or goods and binding on all persons and firms with which the proposer may deal, as follows: No Contractor shall discriminate against any employee or applicant for employment because of race, religion, color, sex, sexual orientation, national origin, age, disability, ethnic group or Vietnam-era or disabled veteran status.

Contractors shall take affirmative action to ensure that applicants are employed and that employees are treated during employment without regard to race, religion, color, sex, sexual orientation, national origin, age, disability, ethnic group or Vietnam-era or disabled veteran status. As used in this chapter, “treated” means and includes without limitation the following: recruited whether by advertising or other means;

compensated, whether in the form of rates of pay or other forms of compensation; selected for training, including apprenticeship, promoted, upgraded, demoted, transferred, laid off and terminated. Contractors shall post in conspicuous places available to employees and applicants for employment, notices to be provided by the hiring representative of Contractors setting forth the provisions of this nondiscrimination clause.

A copy of this Clause shall be made a part of every subcontract or agreement entered into for goods or services and shall be binding on all persons, firms, and corporations with whom the Contractor may deal.

Within 60 calendar days after entering into a contract, the successful Proposer, as Contractor, shall file a written affirmative action program with the OEO containing standards and procedures and representations assuring that the Contractor affords all qualified employees and applicants for employment equal opportunities in the Contractor’s recruitment, selection, and advancement processes. The forms can be found at: City of Cleveland OEO Forms http://www.city.cleveland.oh.us/CityofCleveland/Home/Government/CityAgencies/Finance/PurchasesSupplies/VendorInformation

4.5. Cleveland Area Business Code

During performance of this contract, Consultant shall comply with any and all applicable requirements of the Cleveland Area Business Code, Chapter 187 and 187a. of the Codified Ordinances of Cleveland, Ohio, 1976 (“C.O.”), and any Regulations promulgated under the Code, which Code and Regulations are incorporated into and made part of this RFP by this reference as fully as if rewritten in it or attached.

There is no subcontractor participation goal for this contract.

4.6. Subcontracts and Assignments

Consultant shall not subcontract nor shall any subcontractor commence performance of any part of the work or services included in this Agreement without the prior written consent of the City. Subcontracting, if permitted, shall not relieve Consultant of any of its obligations under this Agreement.

Consultant shall be and remain solely responsible to the City for the acts or faults of any such subcontractor and of such subcontractor's officers, agents and employees, each of whom shall for this purpose, be deemed to be an agent or employee of Consultant to the extent of its subcontract. Consultant and any subcontractor shall jointly and severally agree that the City of Cleveland is not obligated to pay or to be liable for the payment of any sums due to any subcontractor.

4.7. Assignment

Consultant shall not assign any interest in this Agreement, and shall not transfer any interest in the same, whether by assignment or notation, without the prior written consent of the City.

4.8. Confidentiality

In rendering the Services to be performed pursuant to this Agreement, Consultant agrees to treat and maintain confidential information and data as the City’s confidential property and from the date hereof, and agrees not to divulge it to any third party at any time or use it for Consultant’s personal benefit or otherwise, except as such use or disclosure may be required in connection with the performance of the

Services or may be consented to, in writing by the City.

4.9. Compliance with Laws and Policies

This Agreement is subject to, and Consultant shall comply with, all statutes, ordinances, regulations and rules of the Federal government, the State of Ohio, the County of Cuyahoga, and the City of Cleveland.

4.10. Indemnification and Insurance

Consultant shall indemnify and hold harmless the City and its respective officers, agents and employees from and against all losses, damages, expenses, suits or claims, liabilities and costs, including reasonable attorney's fees, that may be based upon any negligent error or omission by Consultant or any injury to persons or property arising out of an error, omission or negligent act of Consultant or its subconsultant.

Consultant shall, at its own expense, defend the City in all litigation, pay all attorney's fees, damages, court costs and other expenses arising out of such litigation or claims incurred in connection therewith and shall, at its own expense, pay all claims and related expenses and satisfy and cause to be discharged such judgments as may be obtained against the City, or any of its officers, agents or employees, arising out of such litigation. Such indemnification shall survive the termination of this Agreement.

4.11. State Industrial Compensation

Consultant shall be required at all times during the term of this Agreement, if required by law, to subscribe to and comply with the Workers' Compensation Laws of the State of Ohio and pay such premiums as may be required thereunder and to save the City harmless from any and all liability from or under said act. Consultant shall also furnish, if applicable, upon the request of the City, a copy of the official certificate or receipt showing the payments referred to herein.

4.12. Social Security Act

Consultant shall be and remain an independent contractor with respect to all services performed hereunder and agrees to and does hereby accept full and exclusive liability for the payment of any and all contributions or taxes for social security, unemployment benefits, pensions and annuities now or hereafter imposed under any state or federal laws which are measured by the wages, salaries or other remuneration paid to persons employed by Consultant on work performed under the terms of this Agreement and further agrees to obey all lawful rules and regulations and to meet all lawful requirements which are now or hereafter may be issued or promulgated under said respective laws by any duly authorized state or federal officials and said Consultant also agrees to indemnify and save harmless the City of Cleveland from any such contributions or taxes or liability therefore.

4.13. Interest of Consultant

Consultant covenants that it has no interest and shall not acquire any interest, direct or indirect, which would conflict in any manner or degree with the performance of services required to be performed under this Agreement. Consultant further covenants that no person having any such interest shall be employed in the performance of this Agreement.

4.14. Defaults and Remedies

A. Consultant shall be in default of this Agreement upon the happening of any of the following events:

1. Consultant fails to observe or perform any of the covenants or agreements to be observed or performed by it hereunder and such failure continues for a period of five (5) days after written notice thereof is given to the Consultant by the City.

2. The filing, execution or occurrence of: (i) a petition or other proceeding by, or a finding against, Consultant for its dissolution, reorganization or liquidation; (ii) a petition in bankruptcy by Consultant; (iii) an adjudication of Consultant as bankrupt or insolvent; (iv) an assignment or petition for assignment for the benefit of creditors.

3. Consultant abandons or discontinues its operations for the City except when such abandonment or discontinuance is caused by fire, earthquake, war, strike or other calamity beyond its control.

B. Upon the happening of any one or more of the events as set forth in Paragraph A of this Article, or upon any other default or breach of this Agreement, the Finance Director may, at her option, exercise concurrently or successively any one or more of the following rights and remedies:

1. Enjoin any breach or threatened breach by Consultant of any covenants, agreements, terms provisions or conditions hereof.

2. Sue for the performance of any obligation, promise or agreement devolving upon Consultant for performance or for damages for the nonperformance thereof, all without terminating this

Agreement.

3. Terminate this Agreement.

C. All rights and remedies granted to the City herein and any other rights and remedies that the City may have at law and in equity are hereby declared to be cumulative and not exclusive and the fact that the City may have exercised any remedy without terminating this Agreement shall not impair the City's rights thereafter to terminate or to exercise any other remedy herein granted or to which it may be otherwise entitled.

5. INSURANCE LIMITS

Contractor shall, at its expense and at all times during the performance of services, maintain the following insurance coverage. The insurance company (ies) providing the required insurance shall be authorized by the Ohio Department of insurance to do business in Ohio and rated “A” or above by A.M. Best Company or equivalent. The Successful Proposer, shall provide a copy of the policy or policies and any necessary endorsements or a substitute for them satisfactory to and approved by the director of Law, evidencing the required insurance upon execution of the contract.

A. Comprehensive General Liability Insurance. The comprehensive general liability insurance policy (“CGL”) shall (1) be occurrence type; (2) name City and the Designer as an additional insureds; (3) include products/completed operations coverage; (4) have limits of not less than a combined single limit of Five Million Dollars ($5,000,000.00) per occurrence and in the aggregate, covering the successful Contractor, the City and the Designer as their interest may appear, for any one incident; and (5) be primary and non-contributory, notwithstanding any other insurance covering City. Such policy or policies shall include “Contractual Liability”, the

"Explosion Hazard", the "Underground Property Damage Hazard", and the "Collapse Hazard". If

Contractor shall use motor vehicles on the aircraft ramps, taxiways or runways of the Airport and such vehicles are not escorted by escorts authorized and approved by the City, the limit of the

CGL insurance required to be maintained by the Contractor shall be increased to a limit of not less than Ten Million Dollars ($10,000,000.00) per occurrence and in the aggregate, covering the successful Contractor and the City as their interest may appear, for each occurrence.

1. This insurance shall include coverage for damage of property of any nature in care, custody, or control of the contractor or any property over which the successful Contractor is directly or indirectly exercising physical control by reasons of the work to be performed.

2. Contractor may utilize Excess or Umbrella coverage to satisfy limit requirements as long as those policy do not restrict the primary policy in any way.

B. Business Automobile Liability Insurance. The business automobile liability insurance policy shall cover each automobile, truck or other vehicle used in the performance of the services in an amount not less than a combined single limit of Five Million Dollars ($5,000,000.00) per occurrence and in the aggregate, covering the successful Contractor and the City as their interest may appear, for any one incident for bodily injury (including death at any time occurring) and property damage per occurrence for any work and/or access to the landside area of the Airport and a combined single limit of Ten Million Dollars ($10,000,000.00) per occurrence and in the aggregate, covering the successful Contractor and the City as their interest may appear, for any one incident for bodily injury (including death at any time occurring) and property damage per occurrence for any work and/or access to the airside area of the Airport.

C. Professional liability insurance insurance (including errors and omissions) shall have limits of not less than One Million Dollars ($1,000,000.00) per occurrence and in the aggregate and subject to a deductible each occurrence of not more than Fifty Thousand Dollars ($50,000.00) per occurrence and in the aggregate and if not written on an occurrence basis, shall be maintained for a period of not less than two (2) years following the completion of the services provided under the contract. The policy shall include valuable papers coverage with limits of not less than One

Hundred Thousand Dollars ($100,000.00).

D. Workers’ compensation and employer’s liability insurance as provided under the laws of the state of Ohio. Notwithstanding the foregoing successful Contractor shall increase the limit of employer’s liability insurance to a limit of not less than One Million Dollars ($1,000,000.00) each occurrence or any other increased amount as the City may reasonably require. Successful

Contractor shall save the City harmless from any and all liability from or under said act.

E. The successful Contractor shall take out and maintain in the name of the City of Cleveland as owner, and himself as Contractor, all builder's risk insurance in an amount equal to one hundred percent (100%) of his construction contract.

F. Successful Contractor shall maintain statutory unemployment insurance protection for all its employees.

G. The policy or policies shall be with companies authorized to do business in the State of Ohio and rated A- VII or above by A. M. Best Company or its equivalent.

H. The policy or policies shall contain the following special provision: “The Company agrees that thirty (30) calendar days prior to cancellation or reduction of the insurance afforded by this policy, with respect to the contract involved, written notice will be sent by certified mail to the

Director of Port Control, City of Cleveland.”

I. Maintain such other insurance policies such as Garage Keepers and the like as may be reasonably required by the City.

J. An original certificate of insurance, declarations pages of the policy (ies) or insurance binder(s) shall be deposited with the Department of Port Control City of Cleveland before the commencing of any work under the contract.

K. Successful contractor shall name the City of Cleveland and the Department of Port Control as an additional insured on their General Liability and Auto policies.

L. All policies shall contain a waiver of subrogation wherein the insurer(s) waives all rights of recovery against the City of Cleveland and Department of Port Control. All policies shall be primary and non-contributory.

M. Contractor shall require any and all of its subcontractors to procure, maintain and pay premiums for the insurance coverages and limits of liability outlined above with respect to products, services, work and/or operations performed in connection with this Agreement.

N. The maintenance of such insurance as outlined herein shall in no way constitute a waiver of legal liability for damages to any adjoining buildings or their contents or the work and property of others on the site beyond the limits of insurance thus maintained. The Contractor shall hold harmless the Airport Engineer and their agents for and from any injury or damage resulting from the negligent or faulty performance by the Contractor or his subcontractors. All insurance shall be carried without interruption to the end of the guarantee period.

O. If Contractor will not have access to City data or networks, it is required that Contractor hold a

Cyber policy with 3rd party liability limits of at least $1,000,000.00 dollars per claim and in the aggregate. 3rd party liability coverage includes information security & privacy liability, media liability, and regulatory fines/penalties coverages. The City must be named on the policy as an

Additional Insured for Vicarious Liability.

If Contractor will have access to City data or networks, it is required that you hold a Cyber and

Technology Errors & Omissions policy (separate or combined) with 3rd party cyber liability limits of at least $5,000,000.00 dollars per claim and in the aggregate. 3rd party liability coverage includes information security & privacy liability, media liability, and regulatory fines/penalties coverages.

Technology Errors & Omissions limits must be at least $5,000,000.00 dollars per claim and in the aggregate. Technology Errors & Omissions coverage should provide coverage for your technology products and services along with any consulting you may provide. The City must be named on the policy(ies) as an Additional Insured for Vicarious Liability.

6. PROJECT SCHEDULE AND DELIVERABLES

The City has established the following list, which includes items that the Consultant will be required to provide, as deliverables. The City reserves the right to modify the list of deliverables at any time before execution of a contract to add, delete or otherwise amend any report or other deliverable, as it deems necessary, in its sole judgment and in the best interest of the City.

a. Within one week after receipt of a written Notice-To-Proceed, issued by the Department, the successful Consultant shall be prepared to begin work, covered by the contract, and shall execute the work, to be performed, as required, to the Department’s satisfaction, and in accordance with the tasks specified, unless otherwise directed by the Department.

b. All work performed, by the Consultant, shall be under the direction of the Department’s

Project Manager.

c. At all meetings, between the Department and the Consultant, held in connection with the project, the Consultant shall take minutes of all topics discussed and depositions or conclusions reached. Within one (1) week, the Consultant shall prepare a formal set of meeting minutes and submit same to the Department’s Project Manager for approval. The Consultant will conduct weekly progress meetings, with the Department, to brief representatives on the progress of the work and any problems or issues affecting the completion of the task.

d. All pertinent telephone conversations, between the Department and the successful

Consultant, relative to instructions and/or authorizations, must be confirmed, in writing, by the successful Consultant and submitted to the Project Manager for written approval.

e. The successful Consultant is responsible for controlling costs and ensuring that all required work is completed within the approved time limit for each task. No modification, to the scope of work, or extra work, shall be considered, by the

Department, unless conditions have been specifically documented as required by the terms of the contract. Additionally, this documentation shall be verified prior to the

Department’s authorization to the successful Consultant to perform additional work.

f. The successful Consultant’s staff shall be available with no more than two (2) business days’ notice to attend meetings or make presentations at the request of the Department’s

Project Manager. The successful Consultant may be called upon to provide maps, drawings, audiovisual displays and similar material for such meetings.

g. Copies of all appropriate written correspondence, between the successful Consultant and any party, pertaining specifically to any project, shall be provided to the Department’s

Project Manager within one week of the receipt or sending of such correspondence.

h. All other correspondence shall be given, to the Department, after completion of the project. The successful Consultant shall provide, to the Department, on a monthly basis, progress reports, which describe the work performed on each work element, problems encountered, man hours expended by each member of the team and the total dollar expenditure, on the project, by work element, during the reporting period. Progress reports shall be delivered, to the Department’s Project Manager, within one week of the monthly reporting period and shall be attached to the invoices when submitted for payment.

i. No work performed, on behalf of the Department, may be used for other clients or potential clients, of the successful Consultant, without prior written approval from the

Department’s Project Manager.

j. Successful Consultant must attend briefings with the Director, executive staff and other

Department staff, as requested. The successful Consultant will also be expected to provide briefings, to the Director or his designated representative, regarding any issues which arise during the conduct of the work.

k. Successful Consultant shall provide responses to questions, or issues, which may be raised by FAA representatives during project reviews and audits.

l. Successful Consultant shall provide progress reports, including work accomplished; tasks yet to be accomplished; any issues which have arisen which need the Department’s assistance in order to obtain resolution and a description of the percentage of the work completed, in hard copy and electronically (in Microsoft or other pre-approved format).

m. Successful Consultant shall provide a minimum of three (3) hard copies and three (3) electronic copies of each completed work product, including a detailed executive summary. Additional copies may be requested on an as-needed basis.

7. REQUIRED CITY FORMS

Proposer shall complete, execute, and return with its fee proposal the following documents, blank copies of which are included in section, Proposal Submittals. They can also be found online on the City of

Cleveland website.

• Federal Form W-9 including Taxpayer Identification Number;

• Non-Competitive Bid Contract Statement for Calendar Year 2024;

• Affidavit

• Northern Ireland Fair Employment Practices Disclosure.

8. PROPOSAL CONTENTS

The Proposal submittal shall consist of the following documents in the sequence listed below. To facilitate quick reference, each section of the Proposal should be offset with a tab. The Proposal may be disqualified if the documents are not submitted in the sequence listed below.

A. Cover Letter: The cover letter should identify the firm and state other general information that the Consultant desires to include regarding the Consultant’s business organization. At a minimum the cover letter must include the name, form of business entity (e.g. corporation, partnership, joint venture, etc.), principal address, federal tax identification number, telephone number and facsimile number of the Consultant.

B. Executive Summary: The executive summary should provide a clear and concise summary of

Consultant’s background, level of expertise, direct relevant experience and ability. The executive summary should make the Consultant's case as the best candidate for providing a customer satisfaction survey services to the Airports. Consultants should structure this section in a manner that allows it to serve as a stand-alone summary when separated from the other sections of the

Proposal.

C. Qualifications/Experience: This section gives Consultants the opportunity to discuss their industry experience and what defines them as a leader in their industry. Consultants may submit as much information in this section as is needed to differentiate itself and its Proposal from the other consultants. Please include, as a minimum, the following information: (i) clearly communicate how you meet or exceed the minimum qualifications; (ii) list relevant recent experience for each firm on the consultant team as it relates to providing a aforementioned customer satisfaction system. The list should be limited to no more than seven (7) projects for the prime participant and no more than five (5) projects for each sub consultant. Provide information regarding projects this Consultant team has worked on together previously and length of partnering; (iii) give the name, location and date of all similar contracts that have been terminated or canceled within the past three (3) years, prior to the expiration of their contractual term, and also list any judgments terminating or any pending lawsuits or unresolved disputes for the termination of such services provided by you within the past three (3) years; and (iv) give the names and addresses of at least three (3) references as to your professional capability. The references should include the name of the contact person, e-mail address and telephone number.

D. Project Approach: Provide a statement discussing your understanding of the opportunity at the

Airports, including those factors that are critical to making the opportunity a success. Consultants must provide a detailed discussion of how consultant will approach this opportunity to ensure that the City’s goals and objectives will be realized. The statement should also identify and discuss key issues impacting the services as defined in this RFP and the Department as well as discuss methods/models that would address key issues.

E. Key Staff: Consultants should indicate the key staff proposed for this contract, setting forth the specific responsibilities and availability of each proposed key staff person. Provide, for each proposed key staff person, a one page resume detailing both general experience and specific experience related to the services as defined in this RFP.

Key staff is defined as productive staff having major project responsibilities.

1. Personnel proposed shall have the desired qualifications and experience in his/her area of expertise. It is preferred key staff experience cited be within the past ten years.

2. Individuals proposed and accepted, by the Department, as personnel, for this contract, are expected to remain dedicated to the contract.

3. In the event any key staff person(s) becomes unavailable, for continuation of the work assignment, the successful Consultant shall replace said individual(s) with personnel of equal ability and qualifications. However, any changes, to designated key staff personnel, require the prior written approval of the Department. If acceptable, changes shall be in effect without additional cost to the Department and without formal modification of the contract.

4. The successful Consultant shall provide personnel at skill levels required for each type of service to be performed under the contract. Any employee whose service is deemed unsatisfactory, for any reason, by the Department, shall be removed from the project. Upon written notification from the Department, the successful Consultant shall promptly offer a replacement with equal ability and qualifications for the Department’s approval. The successful Consultant shall be responsible for any costs arising from the action of the

Department relative to this requested action.

5. Any member, of the successful Consultant’s team, requiring access to a Security

Identification Display Area or Air Operations Area, as part of his/her assigned duties, shall be subject to background checks, fingerprinting and other requirements as may be determined by the Department, or the Federal Transportation Security Administration. Adherence to all federal, state, county and city laws and regulations and CLE regulations and policy regarding access to certain CLE areas is a requirement of this contract. Failure to comply with appropriate security requirements may be grounds for loss of security access and/or contract termination.

F. Management Approach: Provide an organizational chart, of the Consultant, showing all major component units; where the management of this contract will fall within the organization and what resources will be available to support this contract in both primary and secondary or back-up roles. A discussion, of cost control, related to the location of work and performing project management responsibilities, including participating in meetings and completing work at CLE for this contract should also be included.

G. Work Product Samples: Consultants are to submit a case history that demonstrates their ability to deliver a customer satisfaction system to the Airports. Be specific as to how and why the

Consultant decided to approach the project a certain way. This case history should address the following elements: (i) concept; (ii) strategy; and (iii) supporting tactics (e.g. traffic forecast). The sample must have been developed within the past three (3) years. In addition, provide examples, and discuss in narrative, the consultant’s capacity to produce quality materials in written, graphic and pictorial form.

9. PROPOSAL SUBMITTALS

9.1. Technical Proposal*

*Response required

9.2. Vendor Background Information

9.2.1. Provide information about any local branch offices or support centers that might serve an account in Cleveland, OH, including number of employee and type of services provided* *Response required

9.2.2. Provide name of each principal.*

*Response required

9.2.3. Provide the year the company was established and any former firm names* *Response required

9.2.4. Type of Company*

☐ Public

☐ Private

*Response required

9.2.5. Provide the state and type of incorporation*

*Response required

9.2.6. Provide information on related services offered by the company* *Response required

9.2.7. Provide the total number of FTEs in the company.*

*Response required

9.2.8. Provide average years of experience of professional staff.* *Response required

9.3. Vendor Client References

9.3.1. VENDOR CLIENT REFERENCE #1*

Please include the following information:

• Proposing Vendor Name

• Reference Company/Organization Name

• Reference Address

• Reference Contact Name

• Contact’s Position

• Contact’s Telephone Number

• Type of Company/Organization (Industry)

• Number of Employees

• Services Performed

• Sub-contractors used

• Identify any vendor staff that worked on this reference company's project, that are proposed for

City

• Original Cost Estimates

• Actual Final Costs

• Comments

*Response required

9.3.2. VENDOR CLIENT REFERENCE #2*

Please include the following information:

• Proposing Vendor Name

• Reference Company/Organization Name

• Reference Address

• Reference Contact Name

• Contact’s Position

• Contact’s Telephone Number

• Type of Company/Organization (Industry)

• Number of Employees

• Services Performed

• Sub-contractors used

• Identify any vendor staff that worked on this reference company's project, that are proposed for

City

• Original Cost Estimates

• Actual Final Costs

• Comments

*Response required

9.3.3. VENDOR CLIENT REFERENCE #3*

Please include the following information:

• Proposing Vendor Name

• Reference Company/Organization Name

• Reference Address

• Reference Contact Name

• Contact’s Position

• Contact’s Telephone Number

• Type of Company/Organization (Industry)

• Number of Employees

• Services Performed

• Sub-contractors used

• Identify any vendor staff that worked on this reference company's project, that are proposed for

City

• Original Cost Estimates

• Actual Final Costs

• Comments

*Response required

9.3.4. FEE SCHEDULE*

Please download the below documents, complete, and upload.

• Fee_Schedule_-_CSAT.pdf

*Response required

9.4. City Required Forms

9.4.1. W 9 FORM

Please download the below documents, complete, and upload.

• W-9_2024.pdf

9.4.2. NON-COMPETITIVE BID CONTRACT STATEMENT FOR CALENDAR

YEAR 2024*

Please download the below documents, complete, and upload.

• NON-COMPETITIVE_BID_CONTRAC...

*Response required

9.4.3. AFFIDAVIT

Please download the below documents, complete, notarize and upload.

• Affidavit.pdf 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9.5. Northern Ireland Fair Employment Practices Disclosure

INSTRUCTIONS: Pursuant to Codified Ordinance Sec. 181.36, the information requested on this page must be supplied by all contractors and any subcontractors having more than a fifty percent (50%) interest in the proposed contract prior to any contract being awarded by the City of Cleveland. Any contractor or subcontractor who is deemed to have made a false statement shall be declared to have acted in default of its contract and shall be subject to the remedies for default contained in its contract. For failure to cure such a default, the contractor or subcontractor shall be automatically excluded from bidding for the supply of any goods or services for use by the City for a period of two (2) years.

9.5.1. CHECK WHICHEVER IS APPLICABLE:*

Select all that apply

☐ The undersigned or any controlling shareholder,* subsidiary, or parent corporation of the undersigned is NOT ENGAGED IN ANY BUSINESS OR TRADING FOR PROFIT IN NORTHERN IRELAND. (if paragraph A. is checked, proceed to the signature line.)

☐ The undersigned or any controlling shareholder,* subsidiary, or parent corporation IS ENGAGED IN

ANY BUSINESS OR TRADING FOR PROFIT IN NORTHERN IRELAND. (if paragraph B. is checked, please either check the stipulation contained in paragraph C. or attach documentation that shows that the undersigned has complied with the stipulation contained in paragraph C.)

☐ The undersigned and all enterprises identified in paragraph B. are TAKING LAWFUL AND GOOD

FAITH STEPS TO ENGAGE IN FAIR EMPLOYMENT PRACTICES WHICH ARE RELEVANT TO

THE STANDARDS EMBODIED IN THE "MacBRIDE PRINCIPLES FOR FAIR EMPLOYMENT IN

NORTHERN IRELAND." A copy of the MacBride Principles can be obtained from the Office of the

Commissioner of Purchases and Supplies. In lieu of checking this paragraph, the undersigned must attach documentation which the undersigned believes shows compliance with the stipulation contained in this paragraph C.

*Response required

9.5.2. By confirming, the proposer affirms that they are in compliant Northern

Ireland Fair Employment Practices.* ☐ Please confirm

*Response required

10. THE CITY’S RIGHTS AND REQUIREMENTS

A. The Director, at his/her sole discretion, may require any proposer to augment or supplement its proposal or to meet with the City’s designated representatives for interview or presentation to further describe the proposer’s qualifications and capabilities. The requested information, interview, meeting, or presentation shall be submitted or conducted, as appropriate, at a time and place the Director specifies.

B. The City reserves the right, at its sole discretion, to reject any proposal that is incomplete or unresponsive to the requests or requirements of this RFP. The City reserves the right to reject any or all proposals and to waive and accept any informality or discrepancy in the proposal or the process as may be in the City’s best interest.

C. Proposal as a Public Record

Under the laws of the State of Ohio, all parts of a proposal, other than trade secret or proprietary information and the fee proposal may be considered a…