Exhibit B-2 - Performance Requirements.docx

EXHIBIT B2 – PERFORMANCE REQUIREMENTS

Type/print full legal name of bidder company

Instructions:

Note: Bidder must follow the instructions set forth in this Exhibit. Unless Enterprise Services, in it’s discretion, determines that a bidder’s variance from these instructions is immaterial or timely corrected, Bids that do NOT follow these instructions will be deemed to be nonresponsive and rejected.

1. Add bidder’s business name above and follow the instructions below.

2. Provide a written response that addresses how bidder meets each requirement in the Written Response column.

a. Supporting Information. Please make sure to include references in Exhibit A-2 – Bidder Profile that align with the information provided in this exhibit. Enterprise Services may request additional information or references to help verify the information provided by bidder in this exhibit. A bidder’s failure to provide requested information to Enterprise Services within five (5) business days may result in disqualification.

b. Bidder’s Commitments. Please note that, if bidder is awarded a contract, bidder’s responses to some of the performance requirements below (e.g., customer service) will be incorporated into the resulting contract. Accordingly, bidder is cautioned to state only commitments that bidder can meet throughout the term of the contract. An awarded bidder (i.e., contractor) who is not able to meet such commitments throughout the contract term will be subject to contract termination for breach of contract and damages. Please see Exhibit D – Contract.

c. Word Limit. Bidder’s responses must demonstrate knowledge of the subject matter. Accordingly, bidders are encouraged, within the specified word limit, to provide written responses that demonstrate bidder’s knowledge of the subject matter. The total word count for all written responses must not exceed 2000 words. Any text in excess of 2000 words will be deleted prior to forwarding the submittals to the evaluation team. Each written response must be complete and will be evaluated on its own merits. Bidders cannot include links to external content or embedded documents, such additional materials will not be evaluated.

d. No Identifiable Information in Bidder’s Exhibit Response. The State intends to conduct anonymous bid evaluations to minimize risk of any potential bias risk. Bidders must not include any business names, logos, employee’s names (replace with position title or role), or other specifically identifiable information in bidder’s responses to this exhibit. The State will review all bid submittals prior to forwarding them to evaluators, and if the State finds company identifying information in bidder’s submittal, Enterprise Services will notify the bidder, and allow bidder two (2) business days to correct and return bidder’s response. Bidders will not be allowed to alter any other information other than to remove the identifying information. If bidder does not make the required adjustments, Enterprise Services will modify bidder’s response to remove the identifying information and deduct two (2) points from the bidder’s score for this exhibit.

3. Bidder’s written response to the performance requirements will be assessed as follows:

4. Submit the exhibit as a Microsoft Word document and without modifying the formatting. If you need to print out this document for any reason, please note this document is size Legal 8.5” x 14”.

Stated Business Need

Added value considerations: Provide information that demonstrates commitment to excellent and timely customer support, communication, and dispute escalation:

(a) Bidder provides customer service hours via phone and email in Pacific Standard time zone.

(b) Bidder’s maximum response time commitment for customer questions, quote requests, appointment requests, etc.; and

(c) Bidder has an escalation process for any customer service issue that is not resolved within 5 days.

To meet minimum acceptable standard [0%]: As specified in Exhibit D – Contract, at a minimum the bidder must provide customer support via designated customer support representative during business hours.

Bidders who do not meet the minimum acceptable standard may be disqualified from further consideration.

(a) Customer Service Hours for phone and email support (in PT):

(b) Response Time Commitment:

· For customer routine questions. This response time is the time for a resolution/answer to a routine question. Routine questions are questions about the scope of work, process of work, status of current projects, invoicing, or reporting.:

· For quote requests. This response time is the time for a fully completed quote to be sent to the Purchaser, assuming the Purchaser has included relevant information in prior correspondence.:

· Other, please specify:

(c) Customer Issues Escalation Process:

Added value considerations: Provide information regarding how bidder has an inventory and supply chain management processes that can support the State’s needs with minimal disruptions by providing the following information:

(a) Identify how many different suppliers bidder employs and in what regions;

(b) Identify what processes bidder utilizes when an established supplier/manufacturer can no longer supply a certain product;

(c) Identify average inventory levels that bidder carries day to day for each of the Contract Categories for which bidder is submitting a bid.

(d) Identify and describe bidder’s supply chain resilience strategies and/or programs in place to reduce short-term disruptions to the State.

To meet minimum acceptable standard [0%]: At a minimum, bidder must demonstrate that, if awarded a Contract, bidder has sufficient inventory and supply chain management processes to continue to supply Motor Vehicles through any short-term market disruptions during the Contract term.

Bidders who do not meet the minimum acceptable standard may be disqualified from further consideration.

(a) Processes Bidder utilizes when an established supplier/manufacturer can no longer supply a certain product:

(b) Average inventory levels bidder carries day to day for each the main product categories:

(c) Strategies and/or programs in place bidder uses to reduce short-term disruptions to the State:

Return this exhibit to Procurement Coordinator at:

procurementconsulting@des.wa.gov

EXHIBIT B-2 – PERFORMANCE REQUIREMENTS PAGE 2

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