INVITATION TO NEGOTIATE

26-319-ITN

MCO REWARDS LOYALTY PROGRAM

TABLE OF CONTENTS

1. INTRODUCTION

2. GENERAL INFORMATION AND RESPONSE PREPARATION

3. SCOPE OF WORK / SPECIFICATIONS

4. MINIMUM REQUIREMENTS

5. OTHER REQUIREMENTS

6. EVALUATION CRITERIA AND SELECTION PROCESS

7. PROFESSIONAL SERVICES AGREEMENT SAMPLE

8. VENDOR QUESTIONNAIRE

9. PRICE TABLE(S)

GREATER ORLANDO AVIATION AUTHORITY

MCO Rewards Loyalty Program

1. INTRODUCTION

1.1. Summary

The Aviation Authority aims to enhance the passenger experience, operational efficiency, and non-aeronautical revenue generation through an advanced Passenger

Management Platform. The approved vendor must be capable of delivering an integrated solution tailored to the Aviation Authority’s specific requirements for a multi-airport loyalty platform, data insights, passenger engagement, real-time feedback, and revenue data visualization. The vendor will provide a comprehensive loyalty platform that collects and analyzes passenger data to identify behaviors, spending habits, and preferences. The system will enable the Aviation Authority to optimize operations through forecasting and resource allocation while driving strategic growth by aligning loyalty metrics with financial data for revenue optimization. The vendor's experience must include providing a multi-airport loyalty platform for airports, including those with at least twenty million annual passengers.

This solution shall be complemented by a passenger engagement platform that segments travelers based on various attributes, allowing the Aviation Authority to deliver personalized, timely communication and improve the overall passenger journey.

The platform shall also include a Voice of the Customer system that collects real-time feedback and sentiment analysis to address emerging issues swiftly. Its system shall allow for AI-driven and live 24/7 support, enhancing customer service efficiency.

Additionally, the platform shall provide advanced tools for gathering stakeholder feedback, assessing employee performance, and tracking concessionaire metrics, contributing to a more seamless and satisfying airport experience.

Disclaimer: Each Respondent shall be responsible for all legal costs in defending any non-disclosure of confidential or trade secret information designated by the

Respondent.

1.2. Intent

The Aviation Authority's intent is to enter into an Agreement for the technology solution and services described in this solicitation for a three (3) year base period, with two (2), one (1) year option(s). Agreement to start on or about 10/01/2026. The terms Vendor and Consultant are used interchangeably throughout this Solicitation.

1.3. Background

After the completion of a successful one-year pilot program, the Aviation Authority is seeking to implement a multi-airport customer loyalty platform. The pilot program provided valuable insights into customer experience and data/spending customer trends. The Aviation Authority staff were able to identify where program members frequented, enabling the Aviation Authority to further offer promotional opportunities to increase spending at locations that were not seeing as much traffic. The Aviation

Authority endeavors to increase passengers’ awareness and patronage of concessions options that are available for parking, shopping and dining at the Orlando International

Airport (MCO) and surrounding local communities. MCO boasts concessionaires that are both local to our city and region as well as brands that are nationally and internationally known. The result of these targeted efforts is an increase in non-aeronautical revenue for MCO and higher loyalty to our concession partners in and away from terminal facilities. In addition, customers reap the benefits of earning points redeemable for gift cards, airline miles and more, which in turn encourages more spending at MCO facilities. The platform also queried customers about their experiences after patronizing airport concessions, in order to provide direct feedback to vendors about service growth opportunities and provides an opportunity to provide targeted messaging on airport information and promotions. In addition, the platform provided the ability to use automated passenger appeasement, providing immediate service recovery efforts for those who have a negative experience.

Due to the success of the pilot program, the Aviation Authority has determined that a loyalty program of this nature provides a significant return on investment and is beneficial to its guests, employees and the organization.

1.4. Tentative Timeline

Release Project Date: May 8, 2026

Pre-Submittal Meeting (Non-

Mandatory):

May 15, 2026, 10:00am

Microsoft Teams meeting

Join:

https://teams.microsoft.com/meet/2827

1968924140?p=k3YviRumncAmJeMZg0

Meeting ID: 282 719 689 241 40

Passcode: Hp6cs3hZ

Question Submission Deadline: May 22, 2026, 4:00pm

Question Response (Addendum) Issue

Deadline:

May 29, 2026, 4:00pm

Response Submission Deadline: June 9, 2026, 2:00pm

Evaluation Committee Date: July 10, 2026 https://teams.microsoft.com/meet/28271968924140?p=k3YviRumncAmJeMZg0 https://teams.microsoft.com/meet/28271968924140?p=k3YviRumncAmJeMZg0

Interviews (Optional): July 22, 2026

Conclusion of Negotiaions: August 19, 2026

Evaluation of Respondents' BAFOs by

Committee:

August 25, 2026

Aviation Authority Board Contract

Approval Date:

October 21, 2026

Dates are subject to change. All times are EST.

1.5. Characteristics of an ITN

An ITN is a solicitation process to select one or more vendors with which to commence negotiations for the procurement of goods and/or contractual services.

When the Aviation Authority determines that procurement by an Invitation to Bid or other solicitation method is not in the best interest of the Aviation Authority, and that negotiation may be necessary for the Aviation Authority to obtain the Best Value, the

ITN process may be used. In making the determination to utilize the ITN process, the

Aviation Authority may consider, in addition to any other relevant considerations, the following:

a. The simultaneous use of competitive negotiations would be beneficial to achieve the goal of Best Value within the Aviation Authority’s estimated budget.

b. Price is an important factor but not significant enough by itself to justify award to a low bidder.

c. Limited availability of competition.

d. Non-standard products or services are required.

e. Multiple options for achieving the desired results likely exist.

f. A contract of high complexity may be required.

g. Uncertainty of the ability to obtain results within the budget or time requirements.

h. Requirements for needed products or services cannot be specified with certainty.

i. There is an emphasis on new technology with innovative solutions and a range of options are available.

j. Flexibility in determining the Best Value for the Aviation Authority is paramount.

k. Items or services are mission critical to the Aviation Authority’s operation.

l. A process of re-engineering may be required.

m. The marketplace is experiencing constant change and updated solutions are pertinent.

n. Professional and technical expertise and qualifications of firms are critical to the success of the project or provision of services.

2. GENERAL INFORMATION AND RESPONSE PREPARATION

2.1. Non-Discriminatory Legal Notices

a. The Aviation Authority does not discriminate upon the basis of any individual’s disability status. Anyone requiring reasonable accommodations as provided for in the Americans with Disabilities Act or Section 86.26, Florida Statutes, should contact the ADA Coordinator at 407-825-7105 as soon as possible, or at least one full business day prior to any scheduled meeting.

b. In accordance with Section 287.05701, Florida Statutes, the Aviation Authority may not request documentation of or consider a Respondent's social, political, or ideological interests when determining if the Respondent is a responsible

Respondent.

2.2. Reservation of Rights

a. The Aviation Authority reserves the right, in its sole discretion, to waive any informalities or irregularities of a Response, except that:

i. the Aviation Authority will not waive the requirement that a Response, complete in all material respects, be received by the Aviation Authority by the time and date specified in the Timeline for the receipt thereof, and

ii. the Aviation Authority will not consider any Response which does not conform in all material respects to the terms of this Solicitation including a commitment to execute the Agreement by the Respondent, if applicable.

b. The Aviation Authority reserves the right to solicit from available sources relevant information concerning a Respondent’s past performance and may consider such information in its evaluation and selection of Respondents.

c. The Aviation Authority reserves the right to request clarification of information submitted in any Response, to require additional information from any

Respondent, or, in the Aviation Authority's sole discretion, to reject any or all

Respondents for any reason and to re-advertise or not to re-advertise the

Solicitation.

d. The Aviation Authority reserves the right to reject responses containing any additional terms or conditions not specifically requested in the original special conditions and/or the terms and conditions.

e. The Aviation Authority reserves the right to cancel an award to a Respondent upon due cause—i.e., misrepresentation, negligence, non-performance, etc. via written notice.

f. As the best interest of the Aviation Authority may require, the right is reserved to make award(s) by individual items, group of items, all or none, or a combination thereof.

g. All awards made as a result of this Solicitation shall conform to applicable policies of the Aviation Authority.

h. The Aviation Authority reserves the right at its sole discretion to increase, decrease, or delete any portion of the Scope of Services of the resulting

Agreement at any time, without cause.

i. The Aviation Authority shall have the right, but not the obligation, to award all or any portion of the services. The extent and Scope of the Services, along with the fees for such services, will be subject to final approval by the Aviation Authority.

The Aviation Authority intends, but is not obligated, to enter into a non-exclusive agreement with the highest ranked Respondent to perform the required Services described herein.

j. The Aviation Authority reserves its right to award any or all of the advertised services subject to the availability of funding.

2.3. Solicitation Information / Instructions to Respondents

a. All prospective Respondents shall thoroughly examine and become familiar with the Solicitation package and carefully note the items which must be submitted with the Solicitation as detailed in Section 8: Vendor Questionnaire.

b. Submission of a Response shall constitute an acknowledgment that the

Respondent has read and understands the Solicitation Documents. The failure or neglect of a Respondent to receive or examine any Solicitation Document shall in no way relieve it from any obligations under its Response or the Agreement. No claim for additional compensation will be allowed which is based upon a lack of knowledge or understanding of any of the Agreement Documents or the scope of work.

c. Sealed electronic responses will be received for this Solicitation through the

Greater Orlando Aviation Authority e-Procurement Platform located at https://procurement.opengov.com/portal/goaa. Once you have completed the free account registration, browse back to this page, click on "Draft Response", and follow the instructions to submit the electronic response. By way of the

Platform, responses will be locked and digitally encrypted until the submission deadline passes.

d. All Responses must be received by the Aviation Authority as noted in the

Section 1: Introduction. All Responses timely received will be listed with the https://procurement.opengov.com/portal/goaa name of the Respondent during the Virtual Announcement of Respondents. The e-Procurement Platform will not allow for late submittals.

e. The time/date stamp clock located in the electronic submittal Platform shall serve as the official authority to determine lateness of any response.

f. If the Aviation Authority determines that it is necessary to change the dates or times prior to the due date, the change will be announced and posted on the e-

Procurement Platform.

g. The Aviation Authority shall not be responsible for delays caused by any occurrence. This shall include any delay as a result of a technology issue. Any late response shall not be accepted.

h. Responses submitted by hard copy, e-mail, or fax shall not be accepted.

Responses submitted outside of the designated electronic submission Platform shall be rejected as non-responsive regardless of where and when they were received.

i. Respondents shall not be allowed to modify their responses after the opening time and date.

j. Unless otherwise noted, Respondents shall submit one Response only.

k. Each Respondent shall complete Section 8: Vendor Questionnaire. Please respond to each item individually, as applicable.

l. Unless otherwise directed, all uploaded files must be in PDF format. Do not upload zip files.

m. Regarding narrative responses: please do not include any links to any material, as those will not be reviewed. Additionally, images shall not be added into narrative fields, as those will not be reviewed.

n. Once the deadline for receipt of Responses has occurred, no Response may be altered or withdrawn for a period of 90 days after such deadline.

2.4. Pre-Submittal Meeting

a. A Pre-Submittal Meeting will be held virtually for this solicitation.

b. The Teams Link can be find under Section 1: Introduction

c. The purpose of any Pre-Submittal Meeting is to review and discuss the solicitation (and any addenda) as published.

d. Attendance is not mandatory, but highly encouraged.

e. Attendees are expected to be familiar with the Solicitation Document.

2.5. Communications; Questions Regarding Specifications or Solicitation

Process and Receiving Responses

a. Any communication during the solicitation process must be submitted to the

Aviation Authority via the e-Procurement

Platform, https://procurement.opengov.com/portal/goaa. prior to the deadline for Questions.

b. All answers to inquiries will be posted on the Aviation Authority e-Procurement

Platform. Respondents may also click “Follow” on this Solicitation to receive an email notification when answers are posted. It is the responsibility of the

Respondent to check the website for answers to inquiries.

c. In accordance with Administration Policies (Sections 180.01 and 180.03) policies, any communication directly or indirectly to seek to encourage any specific result in connection with an Aviation Authority selecting process, including but not limited to, written communications, any and all forms of electronic communications or messaging, including social media, oral communications either in person or by telephone, initiated by a Respondent or through a lobbyist, agent or third person, to any Aviation Authority staff and/or Committee/Board member who is a member of any committee constituted for the purposes of ranking Solicitations, making recommendations or making an award, is prohibited from the time that the Solicitation is released to the time that the award is made. A copy of the Administration Policies (Sections 180.01 and

180.03) is available upon request from the Manager of Board Services.

d. All firms are hereby placed on notice that the Aviation Authority Board and staff shall not be contacted about this Solicitation. Firms and their agents shall not contact members of the Aviation Authority staff and/or Committee/Board member (with the exception of designated Procurement Agent and the Small

Business Development Department). An appropriate official or employee of the

Aviation Authority may initiate communication with a Respondent in order to obtain information or clarification needed to develop a proper and accurate review of the Response. Any official communication from a Respondent during the solicitation process should be submitted via the e-Procurement Platform as directed during the solicitation process. Failure to adhere to these requirements may result in and Aviation Authority Board action to disqualify your firm from consideration of award.

e. Requests for interpretation, clarification or correction of solicitation documents, forms or other material in the solicitation must be made in writing via the e-

Procurement Platform during the Question-and-Answer period. Questions or issues raised at the Pre-Submittal Meeting or during the Question-and-Answer period, which, in the Aviation Authority's discretion, necessitate changes to the https://procurement.opengov.com/portal/goaa solicitation documents, will be the subject of an addendum to this solicitation at the conclusion of the question period, and will be made available through the e-

Procurement Platform. It is the responsibility of each Respondent to ensure that it has received and reviewed any and all such solicitation(s) or addendum.

2.6. Silence of Specifications

The apparent silence of the specifications and any supplemental specifications as to any details or the omission from same of any detailed description concerning any point, shall be regarded as meaning that only the best commercial practices are to prevail and only materials of first quality be provided.

2.7. Exceptions to Terms and Conditions within the Solicitation

Respondents may propose modifications to the Aviation Authority's contract terms and conditions by submitting in writing any redlines for such intended changes, via the e-

Procurement platform in response to the Vendor Questionnaire. To be considered by the

Aviation Authority, the request must include the desired language. A full substitution of the entire agreement or sets of terms and conditions will not be considered.

2.8. Incurred Cost

The Aviation Authority is not liable for any cost incurred by any Respondent prior to an award. Costs for developing a response is entirely the obligation of the Respondent and shall not be chargeable in any manner to the Aviation Authority.

2.9. Lobbying Statement

Do not contact Aviation Authority Board members or Staff concerning this

Solicitation. Public meetings and public deliberations of the Evaluation Committee are the only acceptable forum for the evaluation of any Responses received pursuant to this

Solicitation. Written correspondence concerning questions may be submitted to the Procurement Services Department via the e-Procurement Platform during the specified period. Any official communication from a Respondent during the Solicitation process should be submitted in writing to the Greater Orlando Aviation Authority via the e-Procurement Platform as directed in the Solicitation. Copies of the Administration

Policies (Sections 180.01 and 180.03) are available at https://flymco.com/airport-business/policies/. Failure to adhere to these requirements could result in action to disqualify your firm from consideration of award. Respondents to this Solicitation or persons acting on their behalf may not contact, between the release of the Solicitation and the end of the 72-hour period following the agency posting the notice of intended award, excluding Saturdays, Sundays, and state holidays, any employee or officer of the executive or legislative branch concerning any aspect of this Solicitation, except in writing to the procurement officer or as provided in the Solicitation https://flymco.com/airport-business/policies/ documents. Violation of this provision may be grounds for rejecting a response. (F.S.

287.057 (25))

2.10. Withdrawal of Responses

No Response may be withdrawn after the scheduled Response opening time for a period of 90 days. Any Respondent withdrawing or attempting to withdraw its Response prior to the expiration of the 90 day period shall be obligated to reimburse the Aviation

Authority for all its costs incurred in connection with such withdrawal or attempted withdrawal including, without limitation, any increased costs for procuring the goods or services from another Respondent or all costs of advertising and re-procuring the goods or services, and all attorneys’ fees, in addition to payment of the Aviation Authority’s other damages. A Respondent’s submission shall be deemed the Respondent’s acknowledgment of an agreement to the provisions of this Section.

2.11. Public Meetings/Public Records

Please be aware that all meetings of the Aviation Authority’s Board are duly noticed public meetings and all documents submitted to the Aviation Authority as a part of or in connection with a Solicitation constitute public records under Florida law regardless of any person’s claim that proprietary or trade secret information is contained therein.

Public meetings are posted on the Aviation Authority's website: https://flymco.com/airport-business/sunshine-meetings/

2.12. Proprietary Information

a. In accordance with Chapter 119 of the Florida Statutes (Public Records Law) and except as may be provided by other applicable State and Federal Law, all

Respondents should be aware that the Solicitation and the responses thereto are public records. However, the Respondents are requested to identify specifically any information contained in their Response, which they believe to be exempt from disclosure, citing specifically the applicable exempting law. The Aviation

Authority will consider a Respondent’s opinions regarding the applicability of

Chapter 119, Florida Statutes, but shall not be obligated to concur in such opinions.

b. All information and documents received from Respondents in response to this

Solicitation will become the property of the Aviation Authority, will not be returned to the Respondents, and will be incorporated in the final Agreement in the event of Agreement award, with the exception of any financial information exempt from the Public Records Laws. Any work product produced as part of the

Agreement will become the exclusive property of the Aviation Authority.

https://flymco.com/airport-business/sunshine-meetings/

2.13. Independent Consultant Status and Compliance with the Immigration

Reform and Control Act

Respondent is and shall remain an independent Consultant and is neither agent, employee, partner, nor joint venture of Aviation Authority. Respondent acknowledges that it is responsible for complying with the provisions of the Immigration Reform and

Control Act of 1986 located at 8 U.S.C. 1324, et seq. and regulations relating thereto, as either may be amended from time to time. Failure to comply with the above provisions shall be considered a material breach of the Agreement.

2.14. Code of Ethics and Business Conduct Policy

The Aviation Authority has adopted a Code of Ethics and Business Conduct Policy #

101-02, which addresses the obligation of the Aviation Authority’s Board members and employees to follow the Florida Statutes in reference to these issues. This includes, but is not limited to, the obligations of the Aviation Authority’s Board members and employees with respect to having an interest in business entities, outside employment, gratuities, divulgence of information, unauthorized compensation and acceptance of gifts. Please be aware that any violation of this policy by a Respondent and/or any attempt to influence an Aviation Authority Board member or employee to violate the policy is sufficient cause for the denial of the right of the Respondent to Respond on any

Agreement or sell any materials, supplies, equipment, or services to the Aviation

Authority for a period of time that is determined by the Chief Executive Officer. A copy of this policy (101.02) is available on the Aviation Authority’s website: https://flymco.com/airport-business/policies/

2.15. Notice of Intent to Award

Unless all Responses are rejected by the Aviation Authority, a Notice of Intent to Award is anticipated to be provided within 120days from the opening of Responses. Such

Notice will be posted to the e-procurement platform.

2.16. Appeals

Any Respondent who is adversely affected by a decision or intended decision concerning this competitive solicitation or award and who wants to appeal such specifications, decision, or intended decision shall file an appeal within five (5) business days of the date of any decision or intended decision in compliance with the Aviation Authority’s

Policy 110.04, Appeal Process. Failure to file an appeal in accordance with the Aviation

Authority’s Policy 110.04, shall constitute a waiver of the appeal process.

3. SCOPE OF WORK / SPECIFICATIONS

3.1. Overview

a. The Consultant shall provide all labor, supervision, management, administrative oversight, general supplies for providing the solution, the performance of services, and all other items necessary for, or incidental to, providing goods/services at the Orlando International Airport in accordance with this

Specifications.

b. The Consultant shall provide a comprehensive loyalty platform that collects and analyzes passenger data to identify behaviors, spending habits, and preferences that can assist the Aviation Authority to improve the overall traveler experience.

3.2. Aviation Authority’s Responsibilities

a. The Aviation Authority may provide the Consultant, at the Aviation Authority's sole cost, office and support space as it determines to be reasonably necessary for the Consultant’s operations conducted in direct support of this Agreement.

The Aviation Authority reserves the right to relocate the office and support space at its sole discretion. The Consultant will be required to sign a Space Use

Agreement Form.

b. The Aviation Authority will provide the Consultant, at the Aviation Authority's sole cost, with utility service where presently available and required by the

Consultant to perform its obligations and functions under this Agreement.

3.3. Vendor's Responsibilities

a. The Consultant shall attend a coordination meeting and all meetings after the commencement of the Agreement as requested by the Aviation Authority.

b. At the end of the term of the Agreement, the Consultant shall attend meetings before and after the expiration of the Agreement if, upon expiration, another

Consultant has been selected to provide services.

c. Consultant assumes all liability with respect to its Employees and Employees of any Sub-Consultants assigned to this Agreement if they are injured on the

Aviation Authority property.

d. All work performed under this Agreement shall be carried out under the direction of the Aviation Authority's Authorized Representative (the "AAR"). The

Consultant in the course of the work under this Agreement is responsible for continuous communications and coordination with the AAR.

e. The Consultant shall provide trained personnel for all phases of this Agreement as specified in the Scope of Services.

f. The Consultant shall report to the AAR any critical issues discovered during the shifts immediately. The AAR will coordinate with the Consultant on the reporting and tracking process.

3.4. Hours to Perform Services

The Consultant shall perform work during normal operating hours, based upon the areas specified below:

a. The Aviation Authority may require the Consultant to perform work outside of normal operating hours (due to late flight arrivals, etc.). Scheduled hours for

Consultant’s staff shall be approved in advance by the AAR.

b. In the event an emergency condition and/or major anomaly is declared by the

Aviation Authority’s Chief Executive Officer, Chief Operating Officer, Chief

Customer Experience Officer or their respective designees, the Consultant will perform work during such hours as specified by the Aviation Authority.

3.5. Consultant's Performance

a. Consultant shall perform all of its obligations and functions under the Agreement in accordance with the Agreement specifications and industry standards. The

Consultant shall adjust and coordinate its activities to the needs and requirements of the Aviation Authority and perform its activities so as not to annoy, disturb, endanger, unreasonably interfere with or delay the operations or activities of the Aviation Authority.

b. Consultant’s personnel shall perform Work in a neat and professional manner, and in compliance with all Federal, State, and City of Orlando regulations and

American National Standards Institute (ANSI) specs. Occupational Safety and

Health Administration (OSHA) rules and regulations shall be followed at all times.

c. Any work required beyond that which is specified herein shall be reported in advance to the AAR. At no time shall work beyond the scope be performed without prior written authorization from the AAR.

d. The Consultant shall advise the AAR, as soon as is practical, of any condition, which may adversely affect the Consultant’s ability to provide the services required by the Agreement.

3.6. Reports

a. The Consultant shall provide reports on a daily, weekly, or monthly basis, as requested by the AAR.

b. An annual marketing and communication plan shall be submitted to the Aviation

Authority no less than 30 days before the beginning of each year.

c. An annual recap of the previous year shall be presented by Consultant to the

Aviation Authority, upon request.

3.7. Additional Services

a. If the Aviation Authority requests the Consultant to provide services in addition to those specified above, the Consultant shall develop a work plan detailing the specific tasks to be completed and provide a detailed not-to-exceed budget for performing such Additional Services. The Consultant shall not perform any

Additional Services until the Aviation Authority has issued a written notice-to-proceed with the execution of the work plan.

3.8. Additional Scope of Work / Specification Information

a. Please refer to the Aviation Authority's website for list of concessions.

3.9. Loyalty Platform

The loyalty platform shall provide the Aviation Authority the opportunity to connect with and build deeper, long-lasting relationships with guests and employees. The system shall collect data from the members and translate these insights into actionable strategies. By rewarding loyal members, the Aviation Authority will be able to not only improve customer satisfaction and retention but also acquire valuable individualized data.

3.10. Data insights and Business Intelligence

Data insights and Business Intelligence tools shall support these efforts by:

a. Analyzing member behaviors and spending habits; identifying patterns in customer journeys, including where they frequently spend, how and if they utilize parking facilities, traveling habits and service needs

b. Comparing platform-wide insights from other participating airports and locations

c. Utilizing data-driven dashboards to forecast passenger volumes, understand passenger preferences, allocate resources efficiently, and reduce wait times during peak hours

d. Driving strategic growth by comparing loyalty metrics with financial and operational data to uncover new revenue opportunities, guide concession planning, and inform capital expenditures

e. Platform shall include capability for the AAR to run custom reports in multiple date ranges, not prefixed dates (day, week, month, etc.).

f. The Consultant shall make all data accessible to the Aviation Authority in a format that will support integration with the Aviation Authority's enterprise data lake and data warehouse environments for internal dashboarding, analytics, and reporting.

3.11. Engagement & Segmentation

a. The loyalty platform shall provide engagement and segmentation solutions to allow the Aviation Authority the ability to craft more personalized and timely interactions with the program’s members. By segmenting members based on attributes such as travel frequency, purpose, preferred amenities, and spending behavior, the platform will provide a way to speak directly to each customer’s needs. Utilizing this data shall allow for the development of in-depth member personas, providing the means to create targeted messaging, promotional offerings, traveler tips, and feedback directly to the individual member.

b. The platform shall include segmentation for airport employees with consideration for special airport employee promotions or benefits.

3.12. Voice of the Customer and Artificial Intelligence

Voice of the Customer (VOC) capabilities shall allow for real-time and ongoing feedback capture. 24/7 customer support shall be available via a virtual agent (artificial intelligence should be used to supplement support) to provide instant responses and appeasement offers for common member inquiries and complaints. The platform shall provide the Aviation Authority the ability to monitor member sentiment in real-time, provide continuous surveys to support needed improvements, provide performance metrics for concessions, and measure employee engagement and performance.

All AI-related technical specifications must be reviewed and approved by the Aviation

Authority prior to utilization. The Consultant shall comply with all applicable AI governance policies (as may be amended from time to time) throughout the duration of the contract. The Consultant shall cooperate with the AAR in auditing compliance with this provision.

3.13. Integration and Transfer of Members

The platform must support integration with the Airport’s Wi-Fi network and other connectivity systems through Application Programming Interfaces (APIs) to enable user capture, survey distribution, and optional user enrollment into the platform.

The platform must have the ability to give local businesses the opportunity to participate in the loyalty program allowing loyalty members to earn at their establishments. The Aviation Authority shall participate in the revenue generated from the participation of these businesses and gain the value-added benefit of the brand being visible in local communities and directly supporting local businesses. This should be a specific role within the application that allows for business users to have the authority to manage their loyalty programming for members.

This platform must be a consumer-driven program where the consumer allows the vendor to track their purchases and reward based on spending. There shall be no Point of Sale (POS) integration or change needed with concessionaire or parking vendors.

The Consultant shall transfer all existing members to the new platform (MCO Rewards) or provide all existing members with a message offering to transfer or enroll them into the new platform.

3.14. Data Breach

The Consultant shall notify the Aviation Authority via email, phone call, and certified letter to the AAR within 24 hours of any suspected or confirmed data breach involving

Aviation Authority data. The Consultant must provide full incident details, scope of impact, corrective actions, and ongoing mitigation steps.

3.15. Data Ownership, Handling, Retention & Disposal

• Respondent must clearly describe how the Aviation Authority's data is stored, encrypted, processed, and segregated from other clients’ data.

• Upon termination or expiration of the Agreement, the Consultant shall, at no additional cost, provide a complete export of all Aviation Authority data in a structured, industry-standard, and machine-readable format that is acceptable to the Aviation Authority to support transition to another system.

• The Consultant shall also certify the secure deletion of all Aviation Authority data from its systems (including backups) within 30 days of contract closeout or as otherwise agreed in writing by the Aviation Authority.

• The Consultant may not retain or reuse Aviation Authority data for any purpose other than contract-defined services.

• All data generated, collected, or stored within the system shall remain the sole property of the Aviation Authority. The Consultant shall provide the Aviation

Authority with full, unrestricted access to its data at all times, including through standard export mechanisms and APIs where applicable.

3.16. Single Sign-On (SSO) & Multi Factor Authentication (MFA)

• The solution must support Single Sign-On (SSO) using SAML 2.0, and must integrate with Microsoft Entra ID (Azure AD).

• The solution must support Multi-Factor Authentication (MFA) for all administrative accounts and for any remote or privileged access.

4. MINIMUM REQUIREMENTS

Respondent must meet all the Minimum Requirements listed in this section in order to be considered for award. Respondents must address each Minimum Requirement and provide affirmative statements and/or documentation to demonstrate meeting all the

Minimum Requirements, as directed in Section 8: Vendor Questionnaire.

Minimum Requirements are evaluated as Pass/Fail, and are not scored.

4.1. Registration with the State of Florida

Respondent must be registered/qualified to do business in the State of Florida. Include a copy of such registration/application from SunBiz.org with the Response submission Section 8: Vendor Questionnaire .

4.2. Minimum Experience

Respondent shall have a minimum of two (2) years of continuous, recent, relevant and verifiable experience providing services of the type described in Section 3: Scope of

Work/Specification, within five (5) years prior to the deadline of this Solicitation.

Respondent's experience must include providing a multi-airport loyalty platform for airports, including those with at least twenty million annual passengers.

Respondent shall provide an affirmative statement and/or documentary proof of such experience in Section 8: Vendor Questionnaire.

4.3. References

a. Respondent must provide at least three (3) references from Clients to whom the

Respondent delivered goods or provided services of a similar scope and size, within five (5) years from prior to the deadline of this Solicitation.

b. Respondents’ references should demonstrate that the Respondent reasonably has the reputation to perform the Scope of Services / provide goods.

c. References shall be able to validate the Respondent’s capabilities and experience.

d. The Respondent authorizes the Aviation Authority, its staff or consultants to contact any of the references provided in the response and specifically authorizes such references to release either orally or in writing, any appropriate data with respect to the Respondent and its Team members. The Aviation Authority reserves the right to solicit from available sources relevant information concerning a Respondent's past performance and may consider such information in its evaluation and selection of Proposers.

e. Respondent bears full responsibility for naming references which will respond to the Aviation Authority’s reference checks. If the Respondent’s references do not respond to the Aviation Authority’s reference checks, the Respondent’s may be deemed non-responsive.

f. If the Respondent is a joint venture or partnership, which is not currently in existence, the requested documentation listed below shall be submitted from each entity of the proposed joint venture or partnership.

4.4. Completed Respondent's Certification and Statement regarding Terms and Conditions

A Respondent's Certification must be signed by an authorized signatory. The form is provided in Section 8: Vendor Questionnaire.

The Aviation Authority's Standard Terms and Conditions are included in this Solicitation, as a Word document, in Section 8: Vendor Questionnaire. We offer the opportunity to

Respondents to provide a red-lined version, if desired. The recommended changes may or may not be accepted by the Aviation Authority.

5. OTHER REQUIREMENTS

5.1. Documentation, Acknowledgements and Certifications

The following documentation, acknowledgements and certifications are requested with your response:

a. Current W9

b. Joint Venture Agreement (If applicable)

c. Conflict of Interest Disclosure Form (GOAA Form provided)

d. Verification of Employment Status / E-Verify

e. Drug-Free Workplace Certification

f. Certification Regarding Prohibition Against Contracting with Scrutinized

Companies

g. Discriminatory Vendor List Certification

h. Public Entity Crimes Certification

These documents, acknowledgements and certifications are to be completed in Section

8: Vendor Questionnaire.

5.2. Proof of Insurability

Respondent must demonstrate its ability to obtain insurance meeting the minimum required coverage by uploading proof in Section 8: Vendor Questionnaire.

5.3. Financial Statements

Respondents must provide the most recent audited annual financial statements for the last two (2) years in order to evaluate the Respondent’s ability to perform these

Services. If audited annual financial statements are not available, provide balance sheets, income statements, and cash flow statements for the last two (2) years. This financial documentation shall be uploaded as a separate in Section 8: Vendor

Questionnaire, and be clearly labeled as follows: "Confidential Financial Records

Submitted under Seal and Exempt from Florida Public Records Disclosure.”

(Reference Florida Statutes Section 119.071(1)(c) for exemption on financial records.)

5.4. Exceptions to Terms and Conditions

Respondents may propose modifications to the Aviation Authority's contract terms and conditions by submitting in writing any redlines for such intended changes, via the e-

Procurement platform in response to the Vendor Questionnaire. To be considered by the

Aviation Authority, the request must include the desired language. A full substitution of the entire agreement or sets of terms and conditions will not be considered.

Respondent must provide a TRACKED Word document of the requested changes to the

Terms and Conditions in Section 8: Vendor Questionnaire. The recommended changes may or may not be accepted by the Aviation Authority.

5.5. Litigation Disclosures

Respondent must disclose in Section 8: Vendor Questionnaire, all lawsuits, and arbitrations filed or raised by or against the Respondent over the last five years.

5.6. Convictions, Indictments, Investigations, Regulatory Investigations

Respondent shall describe in Section 8: Vendor Questionnaire, all prior or pending convictions, indictments, investigations, and regulatory investigations, either civil or criminal, that relate to the Scope of Work/Specifications described in this Solicitation.

6. EVALUATION CRITERIA AND SELECTION PROCESS

a. The Aviation Authority establishes an Evaluation Committee ("Committee”) to evaluate the responses.

b. The following steps are followed for the ITN evaluation.

i. Phase 1: Evaluation of Responses, Shortlisting and optional Presentations

/ Interviews / Site Visits

ii. Phase 2: Negotiations (Optional Phase)

iii. Phase 3: BAFO (Best and Final Offer) Evaluation and Contract Award

c. Phase 1 - Evaluation of Responses, Shortlisting (Scored) and Optional

Presentations/Interviews/Site Visits

1. Various Aviation Authority Staff, or Authorized Representatives (Procurement

Services, Risk Management, Finance, Small Business Development, Legal

Counsel) review the responses to provide analysis (Staff Report) regarding the Respondent's meeting the Minimum Requirements and other characteristics. Concurrently, each Evaluation Committee member will independently review the responses.

2. The Committee convenes in a public meeting.

i. Staff reports are provided.

ii. If applicable, the Committee deems Respondents non-responsive or and/or non-responsible for not meeting the Minimum Requirements. If less than three responsive and responsible responses are received, the

Committee may, at its discretion, shortlist all responsive and responsible

Respondents without the need for scoring.

iii. Respondents who were not deemed non-responsive and/or non-responsible are evaluated by the Committee based on the Phase 1

Evaluation Criteria below, except that, at the discretion of the Committee, the Pricing category may not be scored at this stage if the pricing is subject to negotiations and the BAFO process. Pricing may be scored if the

Committee in its sole discretion determines that negotiations are not needed.

iv. The Committee may shortlist some or all Respondents.

3. If the Evaluation Committee determines that Presentations/Interviews/Site

Visit is not necessary, the Committee will complete scoring and create a shortlist of firms based on competitive range.

4. If the Evaluation Committee determines that Presentations/Interviews/Site

Visit is necessary, the following process will occur:

i. The Aviation Authority may request the some or all firms to participate in presentations or informal interviews with the Evaluation Committee.

ii. The Aviation Authority will provide details regarding the presentations/interviews/site visit(s) in advance.

iii. The Respondent shall have officials of the appropriate management level present and representing the firm

iv. Pursuant to Florida Statute Chapter 286, any portions of a meeting, at which a vendor makes an oral presentation, or answers questions as part of a competitive solicitation, are exempt pursuant to Florida Statute

286.011 and Statute 24(b), Article I of the State Constitution.

v. The Committee will complete scoring and create a shortlist of firms based on competitive range.

5. Representatives of the Respondent(s) selected to participate in negotiation(s) shall have written authorization from the company CEO or President that the company’s lead negotiator is authorized to bind the company to the terms and conditions agreed to during negotiations and as contained in the BAFO.

The provision of such authorization shall be a prerequisite to continuation in the ITN process.

6. Company negotiators must enter the negotiations prepared to speak on behalf of the company. The Aviation Authority reserves the right to immediately terminate negotiations with any company whose representatives are not empowered to, or who will not, make decisions during the negotiations. The Aviation Authority may elect not to solicit a BAFO from any company whose representative(s) have been unable or unwilling to commit to decisions reached during the negotiation process.

d. Phase 2 - Negotiations

1. There is no guarantee that any negotiations or request for BAFO will occur.

Award may be made based upon the Respondent’s initial proposal.

2. The Procurement Committee establishes the Negotiation Team.

3. The Aviation Authority reserves the right to negotiate any and all elements of a contract resulting from this solicitation.

4. The Negotiation Team may request and consider additional proposals from the finalist(s) pricing and technical alternatives.

5. The Negotiation Team may prepare a list of questions, which will be discussed with the finalists directly in person, virtually or via electronic communication.

6. After negotiations have been completed to the satisfaction of the Negotiation

Team, or if no negotiations are held following the evaluation, the Shortlisted

Respondents will be given a deadline for submission of a BAFO. The BAFO will include scope, schedule/deliverables, small business participation, pricing, and terms. The negotiation process will stop upon submission of the BAFO.

Shortlisted Respondents will not be allowed to make further adjustments to their offer or communicate further with the Aviation Authority, except to respond to requests from the Negotiations Team.

7. Negotiations may be conducted with selected Respondents by sequential or concurrent negotiation methods, whichever is considered to be in the best interest of the Aviation Authority. Additional meetings for either method may be necessary for all parties.

8. Pursuant to Florida Statute Chapter 286, any portion of a meeting, at which negotiation strategies are discussed, or negotiations with a vendor is conducted, is exempt pursuant to Florida Statute 286.011 and Statute 24(b), Article I of the State Constitution.

9. The Respondent’s replies will evolve into a format that best meets the needs of the Aviation Authority and the capabilities of the firm. At the final negotiation meeting, a presentation and discussion with the Negotiation

Team, facilitated by Procurement Services Staff, may be held with all finalists to clarify any issues and to ensure that every person understands the BAFO request.

e. Phase 3 - BAFO Evaluation and Contract Award

1. The Evaluation Committee will review and evaluate the BAFOs and solicitation responses, taking into account all information gained during the selection process according to the evaluation criteria and will develop a recommended ranked order of responsible and responsive Shortlisted Respondents (without scoring).

2. The Evaluation Committee's award recommendation of the contract will be made to the Respondent representing the best value to the Aviation

Authority, price and other factors considered. The Aviation Authority shall be the sole judge of its own best interests, the responses, and the resulting

Agreement.

3. The Aviation Authority may contract with one or more Respondents whose proposal(s) are considered to be in the best interest of the Aviation Authority.

4. The Aviation Authority reserves the right to award to the next-ranked

Respondent for any and all groups, subgroups, or items in the event of the selected Respondent’s default, nonperformance, non-compliance or similar issues affecting the Aviation Authority’s ability to obtain goods and/or services at any time throughout the contract period.

5. The Aviation Authority Board makes the final approval of the resulting

Contract.

No. Evaluation Criteria Scoring Method Weight (Points)

1. Relevant Experience, Qualifications, and Feedback from

References

Points Based 45

(45% of Total)

2. Product & Services Points Based 20

(20% of Total)

3. Approach and Methodology Points Based 20

(20% of Total)

4. Pricing Points Based 10

(10% of Total)

5. Other Requirements Points Based 5

(5% of Total)

7. PROFESSIONAL SERVICES AGREEMENT SAMPLE

7.1. FORM OF AGREEMENT

THIS AGREEMENT, made and entered into as of ______________, by and between the GREATER ORLANDO AVIATION AUTHORITY, a public and governmental body existing under and by virtue of the laws of the State of Florida (the "Aviation

Authority"), with a business address at Orlando International Airport, One Jeff Fuqua

Boulevard, Orlando, Florida…