Exhibit B2 - Performance Requirements 2.docx

EXHIBIT B-2 – 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 its 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.

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

3. Provide a written response that addresses how bidder meets or exceeds 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 that, if bidder is awarded a contract, the bidder’s responses to some of the performance requirements below (e.g., customer service) will be incorporated to 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 much 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. 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 3000 words. Any text in excess of 3000 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. Identifiable Information in Bidder’s Exhibit Response. The State intends to conduct anonymous evaluations to minimize the 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 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”.

Stated Business Need

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

(a) List how many projects that are similar in scope to this procurement that bidder completed in the last 3 years.

(b) Select 3 of the above projects and identify the following information for each project: type of customer organization (private, local government, etc.), scope of services, overall cost.

(c) For the scope of the services, provide a description of tasks completed. The scope of services statement for each project should not exceed 450 words.

To meet minimum acceptable standard [0%]: Bidder must demonstrate that it successfully has completed at least 3 projects in the last 3 years that are similar in scope to the services being procured. Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

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

Project 1 Title:

(a) Number of Services with Similar Scope

(b) Scope of Services:

(c) Overall cost:

Project 2 Title:

(a) Customer Organization Type and/or Name:

(b) Scope of Services:

(c) Overall cost:

Project 3 Title:

(a) Customer Organization Type and/or Name:

(b) Scope of Services:

(c) Overall cost:

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

(a) customer service hours via phone and email in Pacific Time zone.

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

(c) escalation process for any customer service issue that is not resolved within 7 days.

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

To meet minimum acceptable standard [0%]: Bidder, as specified in Exhibit D – Contract, must provide customer support via telephone and email from 8 AM to 5 PM Pacific Time, and respond to requests within 96 hours. Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

(a) Customer Service Hours (in PST):

(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 ability to provide excellent and timely Routine Service, this refers to regularly scheduled operations to extract and remove waste from large storage tanks or containment units. This involves periodic visits to pump out accumulated waste, clean the tanks as necessary, and ensure proper disposal according to environmental and safety regulations.

(a) Describe your standard procedure for performing routine waste pumping services, including the frequency and any specific steps involved.

(b) Describe the time required between customer request for Waste Pumping Service to when the job is completed.

To meet minimum acceptable standard [0%]: Bidder must provide a detailed response on providing routine services on waste pumping and disposal of waste generated from discarded grease, fats and oils from food preparation facility collection/removal systems, sewage from septic tanks/vaults, parking lot oil/water separators, and other typical waste pumping services. Routine services must be performed within 7 days of customer request. Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Sample 1

(a) Address your standard procedure for performing Waste Pumping Services.

(b) Describe the time required between customer request for Waste Pumping Service to when the job is completed.

Sample 2

(a) Address your standard procedure for performing Waste Pumping Services.

(b) Describe the time required between customer request for Waste Pumping Service to when the job is completed.

Added value considerations: Provide information that demonstrates bidder’s ability to provide excellent and timely customer support, communication, and dispute escalation. Emergency waste pumping services involve rapid, unplanned interventions to address immediate issues such as tank breaches, overflows, or hazardous spills. These services are available 24/7 and include implementing temporary solutions and ensuring compliance with safety and environmental regulations.

a. Describe your standard procedure for performing emergency waste pumping services, including any specific steps involved.

b. Describe the time between customer request for emergency Waste Pumping Service to when the job is completed.

To meet minimum acceptable standard [0%]: Bidder must provide a detailed response on providing routine services on waste pumping and disposal of waste generated from discarded grease, fats and oils from food preparation facility collection/removal systems, sewage from septic tanks/vaults, parking lot oil/water separators, and other typical waste pumping services. Services must be performed within 24-48 hours of customer request. Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Sample 1

a. Address your emergency service procedure for performing Waste Pumping Services.

b. Describe the time required between customer request for emergency Waste Pumping Service to when the job is completed.

Sample 2

a. Address your emergency service procedure for performing Waste Pumping Services.

b. Describe the time required between customer request for emergency Waste Pumping Service to when the job is completed.

Return this exhibit to Procurement Coordinator at:

DESContractsTeamApple@des.wa.gov

EXHIBIT B-2 – PERFORMANCE REQUIREMENTS PAGE 2

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