Exhibit B - Non-Cost Performance Factors 02.docx

EXHIBIT B – NON-COST PERFORMANCE FACTORS

Type/print full legal name of bidder company

Instructions:

1. Add bidder’s business name above.

2. Review the below qualification requirements. Qualification requirements will be assessed as follows:

3. 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 the 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 the bidder’s responses to some of the performance requirements below (e.g., customer service) will be added to the resulting contract, so bidder is cautioned to indicate commitments that they can meet throughout the term of the contract. If a contractor is not able to honor these commitments throughout the contract term, they may be subject to early contract termination that could impact their ability to work with the State in the future. Please see Exhibit D – Contract.

c. Word Limit. Limited responses may receive lower scores than those that demonstrate knowledge of the subject matter. The total word count for all written responses must not exceed the stated limits. Any text in excess of the stated maximum 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. Bidder Identifiable Information. The State intends to conduct anonymous evaluations to minimize risk of any potential bias. Bidders must not include any business names, logos, employee’s names (replace with position title or role), or other specifically identifiable information in their 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 the submittal, Enterprise Services will notify the bidder, and allow them two (2) business days to correct and return their response. Bidders will not be allowed to alter any other information other than to remove the identifying information. If the bidder does not make the required adjustments, Enterprise Services will make modifications to remove the identifying information and deduct two (2) points from the bidder’s score for this exhibit.

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

Please note: Not following any of the instructions might result in the bid being considered non-responsive.

Stated Business Need

Added value considerations: Provide the following information that demonstrates industry knowledge and experience:

(a) Select three contractual engagements (to provide Security Guard Services) similar to the Contract Category(ies) for which Bidder is submitting a bid in the last three years and identify the following information for each:

a. type of customer organization (private, local government, etc.),

b. scope of services* provided,

c. estimated annual contract value for such services.

*For the scope of the services, summarize bidder’s responsibilities, the length of time such services were provided, and any issues encountered and how they were resolved. The scope statement for each project should not exceed 500 words.

To meet minimum acceptable standard [0%]: At a minimum, Bidders must demonstrate that Bidder (or principal) has successfully completed at least 3 engagements in the last 3 years that are similar in scope to the Contract Category(ies) of Security Guard Services for which Bidder is submitting a bid.

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

How many projects similar in scope completed in the last 3 years:

Project 1 Title:

(a) Customer Organization Type and/or Name:

(b) Scope of Services:

(c) Estimated Annual Contract Value for the Services:

Project 2 Title:

(a) Customer Organization Type and/or Name:

(b) Scope of Services:

(c) Estimated Annual Contract Value for the Services:

Project 3 Title:

(a) Customer Organization Type and/or Name:

(b) Scope of Services:

(c) Estimated Annual Contract Value for the Services:

Added value considerations: Provide information that demonstrates Bidder’s commitment to hire and retain qualified staff. Attach a copy of each of the Bidder’s company policies for the following:

(a) Expectations for employee uniforms and appearance.

(b) Expectations for employees including attendance, disciplinary action, and performance expectations.

(c) Hiring process including background checks and drug testing. Including how Bidder addresses (or would address) subsequent criminal arrests or convictions of Bidder’s staff.

(d) Employee retention plan.

(e) Coverage policies for assigned guards who call out sick or don’t show up for the scheduled shift.

To meet minimum acceptable standard [0%]: Bidders must, at a minimum, demonstrate that they have processes and/or procedures in place to hire and retain qualified staff to meet requirements set forth in Exhibit D- Contract.

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

(a) Employee Uniforms:

(b) Employee Expectations:

(c) Hiring Process:

(d) Employee Retention Plan:

(e) Shift Coverage:

Added value considerations: Provide information that demonstrates Bidder’s commitment to a comprehensive training program and dedication to training staff.

(a) Describe Bidders training curriculum, in addition to the state required training, that Bidder’s staff has such as:

· First Aid/CPR/AED

· Narcan Administration and Related Training

· De-Escalation Techniques

· Diversity, Equity, and Inclusion

· Emergency Response

· Anger Management

· Crisis Intervention

(b) Describe how Bidder coordinates and collaborates with Purchasers who require specialized training, such as with a training coordinator or training plan.

(c) Describe Bidder’s implementation plan for assigning new guards including any on-boarding, job-specific training, cross-training, backfilling or mentoring.

(d) If a security guard needs to be replaced unexpectedly, explain how Bidder ensures that their replacement will arrive prepared.

To meet minimum acceptable standard [0%]: As specified in Exhibit D – Contract, Bidders must, at a minimum provide pre- and post-assignment training and continuing education as required by RCW 18.170.105, WAC 300-18-300, and WAC 300-18-305.

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

(a) Training Curriculum:

(b) Training Coordinator or Training Plan:

(c) Training for New Guards:

(d) Training for Unplanned Replacement Guards:

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

(a) Bidder’s customer service hours via phone and email in Pacific time zone (Pacific Standard Time/Pacific Daylight Time).

(b) Bidder’s maximum response time commitment for customer questions, concerns, scheduling, etc.

(c) Bidder’s escalation process for any customer service issue that is not resolved within 24 hours.

(d) Bidder’s ongoing customer feedback process – i.e., Bidder’s approach to proactively seek, collect, and resolve any negative customer feedback.

To meet minimum acceptable standard [0%]: As specified in Exhibit D – Contract, Bidders must, at a minimum, provide customer support via phone and email from 8 AM to 5 PM PST/PDT, and be able to respond to requests within 24 hours.

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

(a) Customer Service Hours:

(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:

(d) Ongoing Customer Feedback Process:

Added value considerations: Provide information that demonstrates Bidder’s commitment to crisis support and incident preparedness.

Describe Bidder’s protocol and reporting process during and after the following incidents.

(a) Threat assessment practices/training.

(b) Bomb threats.

(c) Suspicious person response.

(d) Response to armed individuals.

(e) Medical emergencies (including overdoses).

(f) Engagement with the unhoused population.

(g) Workplace violence.

(h) Angry individual – irrational.

(i) Theft or vandalism.

(j) Mental health disorders and mental health crises.

(k) Alarm response.

(l) Domestic abuse.

(m) Lost/missing child.

To meet minimum acceptable standard [0%]: As specified in Exhibit D – Contract, Bidders must, at a minimum, demonstrate they have an incident response plan in place.

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

(a) Threat assessment practices/training:

(b) Bomb threats:

(c) Suspicious person response:

(d) Response to armed individuals:

(e) Medical emergencies (including overdoses):

(f) Engagement with the unhoused population:

(g) Workplace violence:

(h) Angry individual – irrational:

(i) Theft or vandalism:

(j) Mental health disorders and mental health crises:

(k) Alarm response:

(l) Domestic abuse:

(m) Lost/missing child:

Added value considerations: Provide responses to each scenario below regarding how Bidder’s assigned security guard would, and should, respond following Bidder’s expectations and training. Each response should be no greater than 200 words.

(a) A customer refuses to leave the office until they get what they want. The customer is verbally abusive and loudly vocalizes their anger to other customers.

(b) While on assignment and on the premises, a security guard encounters someone on the premises who is unconscious and unresponsive.

(c) A First Amendment Auditor enters the building, recording with their cellphone camera. They begin to harass other customers and staff and attempt to record documents, and attempt to enter an authorized access only area. They refuse to leave when prompted and continue to escalate with their verbal and physical actions.

(d) A security guard is stationed at a worksite that is near an encampment. This means there are daily interactions with the unhoused population, both when stationed in the lobby and when performing perimeter patrols.

To meet minimum acceptable standard [0%]: As specified in Exhibit D – Contract, Bidders must, at a minimum, demonstrate the training and preparation for Security Guards to handle typical de-escalation scenarios.

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

(a) Irate Customer:

(b) Non-responsive Person:

(c) First Amendment Auditor:

(d) Unhoused Population:

Return this exhibit to Procurement Coordinator at:

descontractsteamapple@des.wa.gov

EXHIBIT B – NON-COST PERFORMANCE FACTORS– 00624 – SECURITY GUARD SERVICES PAGE 2

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