MassDOT Service Plazas - RFP Form of Lease Appendix B Addendum 3.pdf

MassDOT Bid No. BD-25-1030-CP01-CP01-107836 1 RFP

Service Plaza Operator Scope of Work 707723021v1

Appendix 1

Scope of Work

General

The purpose of the Service Plazas Program (the “Program”) is to revitalize and transform

MassDOT’s portfolio of Service Plazas into best-in-class transportation and service hubs of the future for motorists, professional commercial drivers, and other users. Specifically, the Program requires the Operator to be responsible for providing best-in-class food, beverage, convenience, gas, diesel, and electric vehicle (EV) charging services, among other services and amenities, to the traveling public while operating, maintaining, and revitalizing each of the Service Plazas in a first-class, innovative, safe, and clean environment and growing operating revenue for

MassDOT.

The Program includes performance of the Work at 18 statewide Service Plazas falling under the jurisdiction of MassDOT, including 13 interstate Service Plazas and five Service Plazas along other highway rights-of-way (RoW), as shown on the map below.

The identified need for a significant upgrade to the system of Service Plazas arose from factors such as increased traffic volume, outdated facilities, the desire to offer more targeted diverse food and retail options supporting the needs of each Service Plaza, the willingness to implement building strategies that reduce greenhouse gas emissions, and the need to incorporate modern fuel and EV charging stations. The Service Plaza redesigns may also vary by regions or road, pursuant to Operator concepts and MassDOT approvals consistent with the Contract Documents.

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In summary, the Operator shall:

• Thoughtfully and seamlessly transition operations from the current tenant to the Operator without interruption.

• During the transition period, collaborate with MassDOT and other stakeholders on developing a Master Revitalization Plan for the Service Plazas.

• Operate and maintain the Service Plazas, in their current state or, upon approval of a

Plaza Management Plan, as re-developed, in a first-class manner commensurate with the best service plazas in other states for the term of the Lease.

• During the three-year period after the effective date of the Lease, collaborate with

MassDOT and other stakeholders on developing one or more Plaza Management Plans for re-development of individual Service Plazas or groups of Service Plazas.

• Deliver the Work contained in the approved Master Revitalization Plan and approved

Plaza Management Plans in accordance with an executed Revitalization Improvements

Addendum to the Lease.

• Take full advantage of the re-developed Service Plazas to deliver best-in-class service to customers.

Scope of Services

The services for the Program shall include the activities and services related to the operation, maintenance, and revitalization of all Service Plazas set forth in this Scope of Work. Detailed requirements related to each element of the services are set forth in the Contract Documents.

I. Operations and Maintenance Work

A. Operations, Food Service, and Staffing

1. The Operator shall operate the Service Plazas in a manner that continuously meets the preferences of the traveling public, at the highest possible industry levels.

2. The Operator shall provide 24 hour per day, 7 day per week, 365 day per year, oversight at each Service Plaza and shall at all times have a trained, qualified, and experienced

Operations and Maintenance Manager available to respond quickly and decisively on all matters affecting the operation and safety of the premises.

3. The Operator shall provide sufficient levels of trained and qualified personnel or subtenants or contractors that may be needed 24 hours per day, 7 days per week, 365 days per year, to perform all of the food and beverage, retail, fuel, janitorial, snow removal, ice control, site landscaping, building and site repair, environmental services, and any other tasks that may be needed for the proper and successful operation of the Service Plazas.

4. To encourage diversity in hiring so that the Service Plaza staff reflect the diversity of

Massachusetts to Service Plaza customers, the Operator will be expected to achieve a hiring objective for demographic diversity. This objective will be established in the Lease and will be reviewed and potentially updated by the Operator and MassDOT every three years.

5. Within 30 days of the Effective Date of the Lease, the Operator shall submit an Operations and Maintenance Plan to MassDOT for its review and approval, as provided in the Lease.

6. The Operations and Maintenance Plan shall include a grounds maintenance plan, asphalt maintenance plan (e.g., sweeping, restriping, patching, surface renewal, etc.), landscape

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707723021v1 maintenance plan, snow and ice removal plan, a maintenance plan for the interior and exterior of any buildings, a custodial plan for cleaning restrooms and other interior areas of buildings, pest control and trash removal plan, a utility systems maintenance plan, emergency maintenance and repairs plan, site employment plan, safety and security plan, business plan, and marketing/advertising plan.

7. Plans shall be reviewed and updated annually.

8. The Operator shall provide Common Area Maintenance (CAM) staff available for coverage at every Service Plaza whose responsibility is to maintain the cleanliness, appearance, amenities, and conveniences in all customer areas at all times including, but not limited to, restrooms, lobbies, dining areas, concept front counter areas, gift shops, vending areas, vestibules, landscaping, patios, sidewalks, curbs, car parking areas, truck parking areas, playgrounds, picnic areas, and pet areas, if applicable to the site.

9. Each Service Plaza shall remain open 24 hours per day, 7 days per week, 365 days per year, with access to restrooms, lobbies, dining areas, Automated Teller Machines (ATM), convenience stores, fuel services, and vending, if applicable.

10. All food service providers shall be open seven days per week with each Service Plaza having a minimum of two food service concepts that offer continuous hot and cold food and beverage options, candy, snacks, healthful options, and bottled beverages.

11. The Concessions Plan to be submitted by the Operator pursuant to clause (C)(7) of Section 1 of Article II of the Transition Agreement shall ensure a wide variety of food and beverage options, including an array of healthful food options, at the Service Plazas.

12. The Operator shall support community and MassDOT approved initiatives to promote

Commonwealth-based farmers and food purveyors, travel and tourism programming, etc., as requested. Concepts such as farmers markets and community events shall be accommodated by the Operator, generally adjacent to the exterior footprint of the main Service Plaza building(s) and/or parking areas, in a manner consistent with the approved Concessions Plan.

13. If vending machines are present on a Service Plaza on an interstate highway, they shall be stocked by a blind individual under the auspices of the Massachusetts Commission for the

Blind, pursuant to the Randolph-Sheppard Act and Massachusetts General Laws Chapter 6, section 133-133F.

14. The Operator shall integrate current Commonwealth services in locations where they currently exist, such as E-ZPass, Registry of Motor Vehicles (RMV), and Travel & Tourism

(and provide supporting digital screens and kiosks, and in some instances service counters).

At this time, it is anticipated that these Commonwealth customer services will continue to operate at these Service Plazas. MassDOT and the Operator will partner together to re-imagine and integrate these operations.

B. Cleanliness, Maintenance, and Repair Obligations

1. The Operator shall ensure the cleanliness and functionality of all parts of the Service Plazas in accordance with the Contract Documents, in a manner that satisfies applicable performance requirements under the Lease.

2. The Operator shall design and implement a program, subject to MassDOT review and approval, to renovate, upgrade, and/or improve regularly the décor and appurtenances of all aspects of the Service Plazas, including, but not limited to, dining areas, lobbies, restrooms, vestibules, food concepts, parking, and grounds initially and then at regular intervals, with

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MassDOT approvals. This program shall be separate from and supplemental to the Plaza

Management Plans described in Section II.A.

3. The Operator shall use cleaning products that minimize potential impacts to human health and environment. Said products shall be at least as environmentally preferable as the products in the Environmentally Preferable Products program managed by the Operational

Services Division, which are listed in the FAC118 Guide published by the Division.

MassDOT will support efforts by the Operator to obtain the products available through statewide contract FAC118.

4. The Operator shall ensure that all Service Plaza facilities and sites are operated in an environmentally responsible manner to promote sustainability and shall comply with applicable requirements of MA Executive Order 594, “Leading by Example” to the extent those requirements apply to the operations of the Service Plazas.

5. The Operator shall maintain the interiors and exteriors of all buildings and equipment, and all exterior aspects of the property including landscaping and plant life, parking areas, and walkways at the highest possible level throughout the Lease Term. The Operator shall comply with MassDOT requirements for operation and maintenance of surface parking areas, asphalt and concrete renewal, maintenance, and landscaped areas to be set forth in the Lease.

Operator shall be responsible for plowing the Service Plaza parking areas for ice and snow.

In so doing, Operator shall comply with MassDOT requirements for snow removal, deicing, and snow hauling to be set forth in the Lease. MassDOT shall be responsible for plowing the access ramps to the Service Plazas.

6. The Operator shall provide recycling programs for each Service Plaza for both the Operator and customers for glass, aluminum, paper, and plastic at a minimum and shall maintain a sufficient number of recycling receptacles to serve traffic levels. Receptacles shall be placed both inside and outside the Service Plaza facilities for customer use.

7. The Operator shall maintain a sufficient number of trash receptacles for the Operator and to serve traffic levels, both inside and outside the Service Plaza facilities for Operator and customer use. Those receptacles shall be maintained at a level that ensures containment of trash.

8. At each publicly accessible entrance to the Service Plaza buildings, the Operator shall provide and maintain an electronic visitor counting system. This system must have the capability not only to collect visitor foot traffic data, but also to extrapolate the data into various reports for comparison (e.g., day/week/month, dayparts, date-to-date comparisons, etc.). MassDOT must have access to this system electronically at all times.

9. Along the highway RoW, in conformity with the Massachusetts Department of

Transportation Supplemental Sign Policy (“Sign Policy”), as it may be updated from time to time, the Operator shall advertise all restaurant concepts and fuel offerings at all Service

Plazas with business logo panels on blueboard signs. The Operator shall be responsible for complying with all requirements and procedures specified in the Sign Policy and shall be responsible for all costs incurred pursuant to the Sign Policy. No signs along the highway

RoW shall be installed or otherwise implemented by the Operator without the review and written approval of MassDOT. Further, the Operator shall advertise electric vehicle charging services on the blueboard signs in compliance with the Policy for Electric Vehicle Charging

Signs (“EV Sign Policy”) at all Service Plazas that offer EV charging services. The Operator shall be responsible for compliance with all requirements and procedures of EV Sign Policy, https://www.mass.gov/doc/fac118/download

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707723021v1 as it may be updated from time to time, and shall be responsible for all costs incurred pursuant to that EV Sign Policy.

10. Within any Service Plaza, the Operator shall provide and install signage that supports the separation of commercial vehicles and passenger vehicles in accordance with MassDOT requirements to be set forth in the Lease. No signs shall be provided or otherwise implemented by the Operator without the review and written approval of MassDOT.

11. The Operator shall provide and maintain flag poles and flags at each Service Plaza. Each

Service Plaza is required to have a U.S. flag, Massachusetts State flag, POW-MIA flag, applicable poles, and required lighting for the flags. Flags must never be worn, torn, tattered, or faded. Flags must be raised and lowered in accordance with proclamations by the

Governor and as directed by MassDOT unless uplit during dark hours.

12. The Operator shall develop and implement a safety and security plan to ensure the safety of all who are at the Service Plazas, including visitors and employees (the “Safety and Security

Plan”). The Safety and Security Plan shall be subject to review and approval by MassDOT.

The Operator shall provide industry compliant lighting and ongoing maintenance of lighting throughout the properties and address the confluence of passenger vehicles and trucks. The

Safety and Security Plan shall maximize security based on threats and reduce known vulnerabilities that evolve over time, provide secure access for restricted/non-public areas, and include indoor and outdoor multi-camera video surveillance with minimum 30-day capacity for retention of recordings, to which MassDOT and the MA State Police Department shall have continuous access. Parking compliance efforts by the Operator shall follow guidance by the MA State Police Department.

C. Fuel Services

1. The Operator will ensure that the Fuel Service Provider will be required to provide adequate fuel service on all Service Plazas (excluding the Plymouth Service Plaza), with the capacity to handle the anticipated traffic at the Service Plaza with a minimum of patron delay and without interfering with through traffic on the adjacent roadway. Full service attendants are not required at all service stations. Where full service is not provided, the Operator shall make provisions for physically handicapped, elderly, or other patrons requiring assistance.

2. Fuel service facilities shall be developed and maintained throughout the Lease term in accordance with performance requirements to be set forth in the Lease.

3. All fuel service facilities must remain open 24 hours per day, 7 days per week, 365 days per year.

4. The Operator shall monitor pricing, based on monthly statewide surveys done by the

Massachusetts Department of Energy Resources or some other reasonable survey of comparable prices, subject to further verification by field surveys.

5. MassDOT shall have the right to periodically inspect the fuel service facilities to ensure compliance with the Contract Documents.

D. Electric Vehicle Charging

The Operator shall provide EV charging in accordance with the Contract Documents, including

Appendix [XX]: Electric Vehicle Infrastructure Requirements.

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1. The Operator shall build out two mega-watts of power worth of National Electric Vehicle

Infrastructure Program (NEVI) compliant EV chargers at each of the Natick, Framingham, Ludlow (eastbound and westbound), Blandford (eastbound and westbound), and Lee

(eastbound and westbound) Service Plazas (the “Initial Plazas”) by December 31, 2026, with the timing contingent upon Eversource’s completion of distribution system upgrades necessary to commence commercial operation of the charging stations. MassDOT has submitted load requests for two mega-watts of electric capacity at Initial Plazas, and has received confirmation that sufficient capacity can be delivered to the Initial Plazas. The

Operator shall conduct sufficient future site planning activities prior to April 1, 2026, to determine where these EV chargers may be built out in a manner and location at the Initial

Plazas that will not interfere with the Operator’s long-term site planning or re-development activities.

2. By no later than January 1, 2028, all Service Plazas, contingent upon electric capacity, shall have charging stations that have a minimum of four NEVI compliant network-connected direct current, fast charger (DCFC) charging ports capable of simultaneously charging at least four EVs.

3. From and after the start of operation of a Service Plaza after the Operator re-develops the

Service Plaza, but not later than January 1, 2035, each Service Plaza shall have a charging station with sufficient ports and capabilities to ensure that there is no queue at any time for

DCFC charging ports during non-holiday weekday and weekend days. The Operator shall also consider how charging demand will be served during the busiest travel holidays. For

Service Plazas that will not be re-developed, the Operator shall comply with the requirements of this section no later than January 1, 2030. The Operator and MassDOT shall determine and indicate, for each Service Plaza in the Master Revitalization Plan, whether such revitalization work amounts to re-development of each Service Plaza under this paragraph. For avoidance of doubt, the January 1, 2030 deadline shall be the deadline unless the installation of EV chargers prior to the re-development of the Service Plaza would substantially interfere with the revitalization work at the Service Plaza.

4. In accordance with Appendix [XX]: Electric Vehicle Infrastructure Requirements, the

Operator shall provide a) Smart charging systems for efficient power distribution; b) payment systems integrated with Service Plaza operations; c) data reporting to MassDOT; d) customer support; e) active monitoring and maintenance; f) implementation of other cutting-edge EV-related technology; and g) continuous compliance with applicable laws, codes, and standards.

II. Revitalization Work

A. Plaza Management Plans

1. During the three-year period after the effective date of the Lease, the Operator shall collaborate with MassDOT and other stakeholders on developing Plaza Management Plans for revitalization of individual Service Plazas or groups of Service Plazas in accordance with the approved Master Revitalization Plan.

2. For each Service Plaza or groups of Service Plazas, at least three months prior to the commencement of reconstruction, renovation, or other substantial improvements, the

Operator shall submit a detailed Plaza Management Plan for MassDOT’s review and approval with a development schedule which is phased, sequencing major renovations so that no two Service Plazas adjacent to each other are ever fully closed. The Operator shall

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707723021v1 identify the scope of work, schedule, major milestones, intended date of work commencement and completion, required third-party approvals, anticipated impacts on operations, access, and revenue, and potential inconveniences to users, all subject to

MassDOT preapprovals. The Plaza Management Plan shall include an impacts mitigation plan and stakeholder communications plan that shall be appended to the Plaza Management

Plan.

3. Notwithstanding (2) above, Plaza Management Plans shall be submitted for approval no later than January 1, 2029.

4. Plaza Management Plans shall provide for the design and reconstruction of fuel areas if needed to provide for the following liquid fuel types: a) regular, mid-grade, and premium gasoline; b) diesel fuel for commercial trucks; and c) alternative fuels (including, but not limited to, E85, biodiesel, or hydrogen), where feasible. Plaza Management Plans shall also provide for the design and reconstruction of the Service Plaza to accommodate EV charging, in accordance with Appendix [XX]: Electric Vehicle Infrastructure Requirements.

5. Plaza Management Plans shall make provisions for adopting the following enhanced customer services during the Revitalization Period. This Plan shall be subject to review and approval by MassDOT.

A. To promote Massachusetts and regional/local tourism destinations, the Operator shall provide and maintain new rebranding exterior signage at all Service Plazas. The signage shall designate the Commonwealth identity plus a subhead with regional identifier (e.g., Lee

Service Plaza signage becomes “Welcome to the Commonwealth of Massachusetts –

Berkshire Region at Lee”). The Operator will also provide tie-ins for Service Plazas within the community they serve (i.e., Service Plaza employment sourcing, farmers markets, car shows, etc.) The Operator will provide sleek and modern brochure racks to accommodate

Commonwealth and regional tourism literature. The Operator will update digital kiosks with an interactive Massachusetts map and an impactful video screen, reserved solely for

Massachusetts tourism information for the benefit of the customers at each Service Plaza.

Kiosk and video content will be provided by the Massachusetts Office of Travel and Tourism or by regional tourism councils. Select locations will have counters that are staffed by the local regional tourism council.

B. At least one ATM shall be provided at each Service Plaza.

C. The Operator shall provide an Automatic External Defibrillator (A.E.D.) at each Service

Plaza. It is the responsibility of the Operator to ensure that provisions are made for training the Operator’s personnel in its use, maintenance, upkeep, and related responsibilities as they pertain to having this device on the premises.

D. The Service Plazas shall be technologically advanced with respect to current technology and reasonably anticipated future technologies. Each Service Plaza shall provide: a) free high-speed public Wi-Fi (Wi-Fi 6 or latest industry standard) throughout the entirety of the

Service Plaza, including both passenger and commercial truck parking areas; and (b) internet service capable of supporting the needs of EV charging stations and maintaining required uptimes. Plaza-wide cell service coverage is required (5G or latest technology level) with provision for future enhancements also required.

E. The Service Plazas must be outfitted and operated by the Operator with a digital media network, including: a) static or interactive kiosks for Commonwealth services such as Travel

& Tourism, RMV, E-ZPass, and state and regional public service messaging; b) digital menu

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707723021v1 boards in food service areas; and c) real-time parking availability and road condition displays.

F. Tire air machines are required for motorist safety at each Service Plaza, available at no charge to users.

G. The Operator shall ensure that the Service Plazas are accurately depicted and described in relevant mapping and location services.

H. The Operator shall create and maintain a Service Plaza network dedicated webpage and application in coordination with MassDOT.

I. The Operator shall implement and maintain a system to monitor customer feedback with results reported to MassDOT in accordance with performance requirements to be set forth in the Lease.

J. Sales of E-ZPass transponders and other Commonwealth-related merchandise shall continue at the Service Plazas where such sales happen now. MassDOT reserves the right to require the sale of E-ZPass transponders and other such merchandise at any Service Plaza locations as technology changes and needs arise.

B. Plaza Management Work

1. The Operator shall deliver the Revitalization Improvements contained in the approved Master

Revitalization Plan and approved Plaza Management Plans in accordance with an executed

Revitalization Improvements Addendum to the Lease, and in compliance with applicable deadlines established in the Master Revitalization Plan. The Revitalization Improvements shall include all of the design, permitting, construction or reconstruction work needed to deliver the results approved by MassDOT.