Exhibit_I,_Technical_Questionnaire_Add._2.docx

Exhibit I, *Addendum 2*

EXHIBIT I TECHNICAL QUESTIONNAIRE

Instructions: Bidder must complete each question in each section below. See RFP Section 6.2.5.1, Technical Questionnaire Response for scoring criteria.

If additional space is needed, add attachments clearly marking what question you are answering (i.e., Answer for Section 1. A.).

For ‘General’ topic answers, specify if the answer is different for Short-Term or Long-Term. Provide an answer for both rental types.

1. RESERVATIONS

General

A. Describe how your company will ensure adequate inventory and availability of contracted vehicle types, rates, and additional contract amenities to User Agencies at all Participating Locations. *If using a subcontractor for any vehicle types, please include those vehicle types that will be subcontracted, and the process on how the subcontractor(s) will be utilized to handle those rentals for User Agencies at all Participating Locations, including how reservations and billing will be performed.*

B. Describe your company’s approach to quality control and internal testing to ensure the State can verify accuracy of reservations for participating locations.

C. Explain the level of customer service your company will offer for rental reservations and DGS-STP requests.

D. Describe what would occur if a rental vehicle were unavailable upon pick-up.

E. Specify the amenities or services your company plans to offer to User Agency employees.

F. Detail the vehicle insurance coverage available to User Agency employees who rent an off-road capable vehicle for conducting official business that involves off-road driving.

G. Explain how your company would ensure adequate insurance coverage is applied to an off-road vehicle when required by the User Agency employee.

Short-Term Rentals

A. Explain your company’s process for loading Short-Term contracted rates for all Participating Locations in the Global Distribution System.

B. 2-Part Question

· Describe your company’s process to identify, control, and report Short-Term rental reservation activity that may indicate renters’ attempts to bypass Long-Term rental reservation procedures, e.g. multiple Short-Term reservations totaling more than 30 days.

· Explain in detail how technology and/or procedures would address this potential scenario.

Long-Term Rentals

A. Describe your company’s process for making Long-Term reservations, including your company’s approach to ensure required pre-approvals are obtained prior to fulfilling reservations.

B. Describe the quality of customer service your company will provide for making Long-Term reservations.

2. PAYMENT AND BILLING

General

A. Describe your company’s process and the length of time it would take to create direct billing accounts for 400+ User Agencies. Include how new accounts will be created and how existing accounts will be managed.

B. Explain your company’s approach to link direct billing accounts to DGS-STP’s authorized form of payment to ensure direct billing accounts will be the only means of payment accepted for User Agencies. Include how account linkage to DGS-STP’s authorized form of payment will be created, deleted, and modified.

C. Describe your company’s process for User Agencies to dispute incorrect charges.

D. Describe your company’s process to ensure accurate billing, including but not limited to the process for billing User Agencies in a lump sum every month and ensuring the cost of fuel or electricity billed matches the type of vehicle rented.

E. Describe how your company will calculate all amounts charged for the cost of furnishing and/or replacing fuel or electricity to ensure contract compliance.

3. PLANNING

General

A. Provide a brief history of your company, including:

· start of operations

· wholly owned subsidiaries

· number of employees

· gross sales

· number of corporate accounts

· number of California local government accounts

· number of State government accounts

· number of Federal government accounts

· total number of commercial rental car vehicles available to User Agency employees in California and nationwide.

B. Provide an outline that includes timelines for implementation, key milestone dates, deliverables, and an organizational chart.

C. Identify key individuals who will be responsible for implementation, their roles and responsibilities.

D. Describe your company’s communication and implementation plan that will be used to ensure a smooth implementation and/or transition.

E. Describe how the training documentation your company will provide will meet the requirements of the SOW (i.e., new account guides, user manuals, etc.).

F. Describe your company’s emergency/roadside program and any additional vehicle safety programs your company will provide.

G. Outline your company’s communication process with User Agency employees during the accident claim process. Be specific about the process (from time of accident to finalization of the claim).

4. EMERGENCIES

General

A. Describe your company’s process to reserve and expeditiously fulfill rental vehicle requests during statewide emergencies, including four-wheel drive (4x4) vehicle requests.

B. Describe how your company will manage and move inventory to meet emergency response needs including but not limited to communicating with other contractors or suppliers to increase vehicle inventory.

C. Describe your company’s process that will be used to notify DGS-STP of low-inventory and the approach to mitigate potential service interruptions.

5. REPORTING

General

A. Describe your company’s automated reporting capabilities, how often reports can be generated, and how reports can be customized to meet the specific needs of each User Agency.

B. Provide an example of a monthly statement a User Agency would receive, and any back-up documentation associated with the monthly statement. Data shall contain, at minimum, criteria listed in Exhibit A, Scope of Work.

Submit as an attachment

C. Provide a sample rental receipt that includes, but is not limited to, reservation information, renter’s information, vehicle information, rental duration, and all charges/taxes/fees.

Submit as an attachment

D. Provide examples of reports DGS-STP and User Agencies would receive, including but not limited to, rental activity, transactions, fuel/electricity usage, revenue, and top rental locations.

Submit as an attachment.

E. Describe how you will continue to support DGS-STP with new reporting capabilities throughout the duration of the contract.

6. ENVIRONMENTAL SUSTAINABILITY

General

A. Describe specific actions your company will take to reduce the environmental impact of rental vehicles.

B. Describe how you will bill/charge User Agencies for replenishing fuel/electricity sources for zero-emission vehicles (the cost to refuel/recharge a zero-emission vehicle if the vehicle was not returned with the same level of fuel/charge the vehicle had at pickup).

C. Describe how your company will meet the objective of providing ZEV and/or PHEV rentals at all participating locations.

D. Describe your company’s communication chain and business processes that would be invoked to ensure the ZEV and/or PHEV inventory meets the State’s needs.

E. Describe how your company will manage and move inventory to meet the State's ZEV and PHEV goals including but not limited to communicating with other contractors or suppliers to increase vehicle inventory.