Passenger_Survey_Services_for_Tracking_and_Data.pdf

County of Orange, John Wayne Airport

Invitation for Bid for Passenger Survey Services for Tracking and Data

IFB # 280-3006303-GL

For more information, please visit our online supplier portal, located at https://procurement.opengov.com/portal/ocgov

COUNTY OF ORANGE

John Wayne Airport

PROCUREMENT SERVICES

3160 Airway Ave

Costa Mesa, CA

92626

Date: Tuesday, March 17, 2026

INVITATION FOR BIDS

FOR: PASSENGER SURVEY SERVICES FOR TRACKING AND DATA

BID MUST BE RECEIVED BEFORE:

April 3, 2026 / 4:00 pm

IFB # 280-3006303-GL

Procurement Services Regular Office Hours:

8:00 AM to 5:00 PM

Monday through Friday

The office is closed between 12:00 PM and 1:00 PM

Table Of Contents

1. General Information

2. General Instructions

3. FAA Solicitation Terms

4. Protest Procedures

5. Scope of Work

6. OCLSB and DVBE Preference Policies Certification Requirements

7. Electronic Fund Transfer (EFT)

8. Pricing

9. Vendor Responses

Attachments:

A - Model_contract_for_Passenger_Survey_Services

County of Orange IFB

John Wayne Airport - Passenger Survey Services for Tracking and Data, 280-3006303-GL

SECTION 1. General Information

1.1 BACKGROUND

John Wayne Airport (JWA) is seeking a qualified contractor to implement a continuous passenger survey program that captures real-time feedback from travelers via the Airport’s Wi-Fi system. The program’s intent is to provide actionable insights, benchmark JWA’s performance against other airports, and deliver executive-level reporting to guide strategic decisions. The contractor will be responsible for survey deployment, data management, benchmarking analysis, and providing JWA leadership with strategic insights into passenger satisfaction and operational performance.

John Wayne Airport (JWA) is seeking bids from qualified contractors to implement a comprehensive survey program to understand the passengers' experiences, attitudes, and behaviors. The survey program will be used to gather actionable insights to improve airport services and overall passenger satisfaction.

The successful bidder shall work closely with JWA employees to design, deploy, and manage the survey program, ensuring data is collected, analyzed, and reported efficiently.

1.2 IMPORTANT NOTICE

The County has attempted to provide all information available. It is the responsibility of each Bidder to review, evaluate, and, where necessary, request any clarification prior to submission of a bid. If any person contemplating submitting a bid in response to this IFB is in doubt as to the true meaning of any part of the solicitation documents attached hereto or finds discrepancies in or omissions from the specifications, they must submit a written request for clarification/interpretation to the County Deputy Procurement Agent

(DPA), Gina Lozares, via the County’s online biding system.

1.3 CLARIFICATION/INTERPRETATION

If clarification or interpretation of this solicitation is considered necessary by County, a written addendum shall be issued and the information will be posted on County’s online bid system. Any interpretation of, or correction to, this solicitation will be made only by addendum issued by the County DPA. All addenda will be submitted and posted on the County’s online bidding system. It is the responsibility of each Bidder to periodically check the County’s online biding system to ensure that they have received and reviewed any and all addenda to this solicitation. The County will not be responsible for any other explanations, corrections to, or interpretations of the documents, including any oral information.

All questions or requests for interpretation must be received within this solicitation's Question &

Answer section by Friday, March 27, 2026 before 4:00 pm.

1.4 COMMUNICATION

Bidders are not to contact other County personnel with any questions or clarifications concerning this

Invitation for Bid (IFB). All questions regarding this solicitation must be submitted via the Question &

Answer section of this solicitation within the County’s eProcurement Portal at:

https://procurement.opengov.com/portal/ocgov. Any County response relevant to this IFB other than through or approved by County is unauthorized and will be considered invalid.

County's Deputy Procurement Agent, Gina Lozares, glozares@ocair.com, will provide all official communication concerning this IFB.

1.5 BID VALIDITY

Bids will be valid for a period of 365 days after IFB closing date.

1.6 LOBBYISTS

County of Orange does not require and neither encourages or discourages the use of lobbyists or other consultants for the purpose of securing business.

ORANGE COUNTY BOARD OF SUPERVISORS

AND COUNTY AGENCY OFFICERS

Board of Supervisors

Janet Nguyen, First District Vicente Sarmiento, Second District Donald P. Wagner, Third District

Doug Chaffee, Fourth District Katrina Foley, Fifth District

County Agency Officers

Claude Parrish, Assessor Hugh Nguyen, Clerk-Recorder

Todd Spitzer, District Attorney-Public Administrator Don Barnes, Sheriff-Coroner

Shari L. Freidenrich, Treasurer-Tax Collector Andrew Hamilton, Auditor-Controller

SECTION 2. General Instructions

2.1 REVIEW

Before submitting a bid, Bidders shall carefully review the General Instructions and examine the solicitation contents, including the Model Contract Terms, Conditions and Scope of Work. Bidders shall include in their bid response a monetary sum to cover the cost of all items included in the Contract. The Model

Contract contained in this solicitation is the Contract proposed for execution. Upon award, awarded Bidder will be required to sign and submit Contract for execution.

2.2 RESPONSIVENESS

Responsive bids shall include completed submittals/attachments provided in the Vendor Responses.

2.3 BID SUBMISSION

Electronic Bids shall be submitted via the County’s online bidding system via the following link https://procurement.opengov.com/portal/ocgov. All required sections of the IFB as listed above, must be submitted via the County’s eProurement Portal. Bidder is solely responsible for “on time” submission of their electronic bid. The County will not accept late bids and no exceptions shall be made. County will only receive those bids that were transmitted successfully.

Note: Electronic Bids cannot be viewed by County until after the solicitation deadline. If you encounter any problems with your registration, system, bid submission, or other system issues, please contact OpenGov’s support staff via the live chat option or via email at procurement-support@opengov.com.

2.4 AWARD

Upon recommendation of Contract award, Bidder will be required to submit the following documents within seven (7) days of County notification, unless otherwise specified in the solicitation:

A. Insurance: Certificate(s) of Insurance, including additional Insured Endorsement(s); refer to Model

Contract, Article-Insurance

B. W-9 Form: Current signed W-9 (Taxpayer ID No & Certification), which includes Contractor’s

Legal Business Name(s). Out of State Vendors are required to submit a 587/590 Form.

2.5 PRICING

A. Bid Prices: The bid prices quoted on this solicitation shall be firm for the entire contract term of the awarded Contract.

B. Addenda: Bid prices offered shall reflect all addenda issued by County.

C. Scope of Work: Bids shall be submitted only for the items and/or services as stated in the Scope of

Work, Attachment A of Model Contract; bids for other than the items and/or services listed will not be considered.

D. Firm Prices: The County will only consider firm price bids.

E. Profit: The net amount of profit will remain firm for the entire term of the Contract. Contract adjustments which increase Contractor’s profit will not be allowed.

F. Price Decreases: All price/rate decreases will automatically be extended to the County. Please reference Paragraph – Price Increase/Decrease provision for additional information.

G. Acceptance: Bids must be provided for each item separately, “all-or-none” bids will not be accepted unless in the best interest of the County.

2.6 NO SUBSTITUTIONS

The bidder is required to meet all specifications and requirements contained in this solicitation. No substitutions will be accepted, unless prior County written approval is received.

2.7 DISCREPANCIES

Bidder shall take all responsibility for any errors or omissions in their bids. Any discrepancies in numbers or calculations shall be interpreted to reflect the lowest price to the County.

If prior to contract award, a Bidder discovers a mistake in their bid which renders the Bidder unwilling to perform under any resulting contract, the Bidder must immediately notify the buyer and request to withdraw the bid. It shall be solely within the County's discretion as to whether withdrawal will be permitted. If the solicitation contemplated evaluation and award of "all or none" of the items, then any withdrawal must be for the entire bid.

If the solicitation provided for evaluation and award on a line item or combination of items basis, the County may consider permitting withdrawal of specific line item(s) or combination of items.

mailto:procurement-support@opengov.com

2.8 BID EXPENSES

The County shall not be liable for any expenses incurred by potential Contractors in the preparation or submission of their bids. Pre-contractual expenses are not to be included in the Contractor’s Pricing Sheet. Pre-contractual expenses are defined as, including but not limited to, expenses incurred by Bidder in:

A. Preparing its bid in response to this IFB.

B. Submitting that bid to the County.

C. Negotiating with the County any matter related to the bid; and, D. Any other expenses incurred by the Bidder prior to the date of the award and execution, if any, of the

Contract.

2.9 ACCEPTANCE/REJECTION/AWARD

A. Bids submitted in response to this IFB may become subject to public disclosure under the California

Public Records Act, and other applicable law. The County shall not be liable in any way for disclosure of any such records. Additionally, all bids shall become the property of the County.

B. The lowest responsive, responsible Bidder will be recommended for contract award.

C. Bids will be reviewed by the County for responsiveness to all requirements. The County has the right to reject any bid deemed unresponsive or lacking the resources or experience to adequately perform the services described herein.

D. Only those responsible, responsive bids meeting all solicitation requirements and specifications shall be further reviewed for consideration for award. Award shall be based on the lowest, responsive, responsible bid.

E. Please take notice, non-acceptance of the County of Orange terms and conditions, incorporated in model contract, may deem a bid non-responsive. County may not accept any other terms, conditions, or provisions contrary to those contained within this solicitation.

F. Final award determination shall be based upon the lowest responsive, responsible bid, and may also include a review of Bidder’s ability to meet the requirements and perform the services specified in this solicitation; Bidder’s references and past performance; and Bidder’s acceptance of County of Orange terms and conditions.

G. By submitting a response to this solicitation, Bidders agree to accept the decision of the County DPA as final.

H. Awarded Bidder will be required to sign a contract upon award. If Bidder is a corporation, signature will be provided in accordance with the corporation’s code as specified in this solicitation.

2.10 RIGHTS RESERVED TO COUNTY

The County reserves the right to:

A. Request a sample for determining equality with the specified brand.

B. Waive, at its discretion, any non-material defects, irregularity, or informality, which County deems correctable or otherwise not warranting rejection of the bid that do not result in any unfair competitive advantage.

C. Verify and validate any information prior to Contract Award and during the entire term of the

Contract.

D. Make multiple awards to Bidders for services requested in this solicitation, at its sole discretion, to serve the best interests of the County

E. Accept or reject in whole or in part any or all bids received as a result of this solicitation at its sole discretion and to solicit for new bids, as the best interest of the County may require.

F. Negotiate the final Contract with the lowest, responsive and responsible Bidder or Bidders as necessary to serve the best interests of the County.

G. Withdraw or cancel in part or in its entirety this solicitation at any time without prior notice and furthermore makes no representation that any contract will be awarded to any Bidder responding to this solicitation.

H. Award its total requirements to one Bidder or to apportion those requirements among two or more

Bidders as the County may deem to be in its best interests; therefore, bids must be provided for each item separately; “all-or-none” bids will not be accepted unless in the best interest of the

County.

I. Defer award of this Contract for a period of 180 days after the Bid opening. During this period, Bidders shall guarantee the prices quoted in their Bids. County and the lowest responsive, responsible Bidder may mutually agree in writing to extend this deferral period.

2.11 JOINT BIDS

Where two or more Bidders desire to submit a single bid in response to a solicitation, they must do so on a prime/subcontractor basis rather than as a joint venture. The County intends to contract with a single firm or multiple firms, but not with multiple firms doing business as a joint venture.

2.12 UNFAIR PRACTICES AND OTHER LAWS

Bidder warrants that its bid complies with the Unfair Practices Act (Business and Professions Code Section

17000 et seq.) and all applicable County, State and Federal laws and regulations.

2.13 INDEPENDENCE OF BID

By submitting a bid, Bidder swears under penalty of perjury that it did not conspire with any other supplier to set prices in violation of anti-trust laws.

2.14 AMERICANS WITH DISABILITY ACT (ADA)

To comply with the non-discrimination requirements of the ADA, it is the policy of the County to make every effort to ensure that its programs, activities and services are available to all persons, including persons with disabilities. For persons with a disability needing a reasonable modification to participate in the procurement process, or for persons having questions regarding reasonable modifications for the procurement process, you must contact the buyer listed in the solicitation.

2.15 DUNS NUMBER

The County requires a valid D-U-N-S number prior to Contract Award. If needed, your company may obtain one at no cost at www.dnb.com. If you are unable to provide/obtain a D-U-N-S number, please indicate so in your bid submission response.

2.16 UNIQUE ENTITY IDENTIFIER NUMBER (UEI)

The County requires a valid UEI number prior to Contract Award. If needed, your company may obtain one at no cost at www.usfcr.com. If you are unable to provide/obtain a UEI number, please indicate so in your bid submission response.

SECTION 3. FAA Solicitation Terms

3.1 TITLE VI SOLICITATION NOTICE (FEDERAL CONTRACT PROVISION

GUIDELINES SECTION A5.3.1)

As a condition of a grant award, the Sponsor shall demonstrate that it complies with the provisions of Title

VI of the Civil Rights Act of 1964 (42 U.S.C. §§ 2000d et seq) and implementing regulations (49 CFR part

21) including amendments thereto, the Airport and Airway Improvement Act of 1982 (49 U.S.C. § 47123), the Age Discrimination Act of 1975 (42 U.S.C. 6101 et seq.), Section 504 of the Rehabilitation Act of 1973

(29 U.S.C. § 794 et seq.), the Americans with Disabilities Act of 1990 (42 U.S.C. § 12101, et seq.), U.S.

Department of Transportation and Federal Aviation Administration (FAA) Assurances, and other relevant civil rights statutes, regulations, or authorities, including any amendments or updates thereto. This may include, as applicable, providing a current Title VI Program Plan to the FAA for approval, in the format and according to the timeline required by the FAA, and other information about the communities that will be benefited and impacted by the project. A completed FAA Title VI Pre-Grant Award Checklist is required for every grant application, unless excused by the FAA. The Sponsor shall affirmatively ensure that when carrying out any project supported by this grant that it complies with all federal nondiscrimination and civil rights laws based on race, color, national origin, sex, creed, age, disability, genetic information, in consideration for federal financial assistance. The Department’s and FAA’s Office of Civil Rights may provide resources and technical assistance to recipients to ensure full and sustainable compliance with

Federal civil rights requirements. Failure to comply with civil rights requirements will be considered a violation of the agreement or contract and be subject to any enforcement action as authorized by law.

3.2 OPTIONAL PROCUREMENT AND PRE-BID DEMOGRAPHIC SURVEY

John Wayne Airport (JWA) is requesting information on the racial and ethnic ownership of businesses seeking contractual or business opportunities with the Airport. Please provide this information in the following online form: https://forms.office.com/g/JDEyLfcptc

Only one survey response should be submitted per business for each opportunity. Your assistance in providing this voluntary and anonymous information is greatly appreciated and supports JWA’s measurement of business diversity performance.

3.3 CIVIL RIGHTS AND NONDISCRIMINATION

A. General Civil Rights Provisions: In all its activities within the scope of its airport program, the

Contractor agrees to comply with pertinent statutes, Executive Orders, and such rules as identified in Title VI List of Pertinent Nondiscrimination Acts and Authorities to ensure that no person shall, on the grounds of race, color, national origin, creed, sex, age, or disability be excluded from participating in any activity conducted with or benefiting from Federal assistance.

This provision is in addition to that required by Title VI of the Civil Rights Act of 1964.

The above provision binds the Contractor and subcontractors from the bid solicitation period through the completion of the contract.

https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforms.office.com%2Fg%2FJDEyLfcptc&data=05%7C02%7CMRodriguez%40ocair.com%7C46f32091e7654c9798c808dc1d33ccc1%7Ce4449a56cd3d40baae3225a63deaab3b%7C0%7C0%7C638417356046457763%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=g%2B23qt4vHPwOeOG4R6RQEMFJPx2XAvBKdPmMxn6wWCs%3D&reserved=0

B. Nondiscrimination: In the performance of this Contract, Contractor agrees that it will comply with the requirements of Section 1735 of the California Labor Code and not engage nor permit any subcontractors to engage in discrimination in employment of persons because of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, or sex of such persons. Contractor acknowledges that a violation of this provision shall subject Contractor to penalties pursuant to Section 1741 of the California Labor Code.

C. Compliance with Nondiscrimination Requirements: During the performance of this contract, the Contractor, for itself, its assignees, and successors in interest (hereinafter referred to as the

“Contractor”), agrees as follows:

1. Compliance with Regulations: The Contractor (hereinafter includes consultants) will comply with the Title VI List of Pertinent Nondiscrimination Acts and Authorities, as they may be amended from time to time, which are herein incorporated by reference and made a part of this contract.

2. Non-Discrimination: The Contractor, with regard to the work performed by it during the contract, will not discriminate on the grounds of race, color, national origin, creed, sex, age, or disability in the selection and retention of subcontractors, including procurements of materials and leases of equipment. The Contractor will not participate directly or indirectly in the discrimination prohibited by the Nondiscrimination Acts and Authorities, including employment practices when the contract covers any activity, project, or program set forth in

Appendix B of 49 CFR part 21 including amendments thereto.

3. Solicitations for Subcontracts, including Procurements of Materials and Equipment: In all solicitations, either by competitive bidding or negotiation made by the Contractor for work to be performed under a subcontract, including procurements of materials, or leases of equipment, each potential subcontractor or supplier will be notified by the Contractor of the contractor’s obligations under this Contract and the Nondiscrimination Acts and Authorities on the grounds of race, color, or national origin.

4. Information and Reports: The Contractor will provide all information and reports required by the Acts, the Regulations, and directives issued pursuant thereto and will permit access to its books, records, accounts, other sources of information, and its facilities as may be determined by the Sponsor or the Federal Aviation Administration to be pertinent to ascertain compliance with such Nondiscrimination Acts and Authorities and instructions. Where any information required of a contractor is in the exclusive possession of another who fails or refuses to furnish the information, the Contractor will so certify to the Sponsor or the Federal

Aviation Administration, as appropriate, and will set forth what efforts it has made to obtain the information.

5. Sanctions for Noncompliance: In the event of a Contractor’s noncompliance with the nondiscrimination provisions of this contract, the Sponsor will impose such contract sanctions as it or the Federal Aviation Administration may determine to be appropriate, including, but not limited to:

a. Withholding payments to the Contractor under the contract until the Contractor complies;

and/or

b. Cancelling, terminating, or suspending a contract, in whole or in part.

6. Incorporation of Provisions: The Contractor will include the provisions of paragraphs one through six in every subcontract, including procurements of materials and leases of equipment, unless exempt by the Acts, the Regulations, and directives issued pursuant thereto. The

Contractor will take action with respect to any subcontract or procurement as the Sponsor or the Federal Aviation Administration may direct as a means of enforcing such provisions including sanctions for noncompliance. Provided, that if the Contractor becomes involved in, or is threatened with litigation by a subcontractor, or supplier because of such direction, the

Contractor may request the Sponsor to enter into any litigation to protect the interests of the

Sponsor. In addition, the Contractor may request the United States to enter into the litigation to protect the interests of the United States.

Upon request by the County, Contractor will provide a copy of each subcontract to demonstrate the above language has been inserted.

D. Title VI List of Pertinent Nondiscrimination Acts and Authorities: During the performance of this Contract, the Contractor, for itself, its assignees, and successors in interest (hereinafter referred to as the “Contractor”) agrees to comply with the following nondiscrimination statutes and authorities; including but not limited to:

1. Title VI of the Civil Rights Act of 1964 (42 USC § 2000d et seq., 78 stat. 252) (prohibits discrimination on the basis of race, color, national origin);

2. 49 CFR part 21 (Nondiscrimination in Federally-Assisted programs of the Department of

Transportation—Effectuation of Title VI of the Civil Rights Act of 1964) including amendments thereto;

3. The Uniform Relocation Assistance and Real Property Acquisition Policies Act of 1970, (42

USC § 4601) (prohibits unfair treatment of persons displaced or whose property has been acquired because of Federal or Federal-aid programs and projects);

4. Section 504 of the Rehabilitation Act of 1973 (29 USC § 794 et seq.), as amended (prohibits discrimination on the basis of disability); and 49 CFR part 27 (Nondiscrimination on the Basis of Disability in Programs or Activities Receiving Federal Financial Assistance);

5. The Age Discrimination Act of 1975, as amended (42 USC § 6101 et seq.) (prohibits discrimination on the basis of age);

6. Airport and Airway Improvement Act of 1982 (49 USC § 47123), as amended (prohibits discrimination based on race, creed, color, national origin, or sex);

7. The Civil Rights Restoration Act of 1987 (PL 100-259) (broadened the scope, coverage and applicability of Title VI of the Civil Rights Act of 1964, the Age Discrimination Act of 1975 and Section 504 of the Rehabilitation Act of 1973, by expanding the definition of the terms

“programs or activities” to include all of the programs or activities of the Federal-aid recipients, sub-recipients and contractors, whether such programs or activities are Federally funded or not);

8. Titles II and III of the Americans with Disabilities Act of 1990 (42 USC § 12101, et seq), (prohibit discrimination on the basis of disability in the operation of public entities, public and private transportation systems, places of public accommodation, and certain testing entities) as implemented by U.S. Department of Transportation regulations at 49 CFR parts 37 and 38;

9. Title IX of the Education Amendments of 1972, as amended, which prohibits you from discriminating because of sex in education programs or activities (20 USC § 1681, et seq).

10. Contractor is required to insert the above Title VI List of Pertinent Nondiscrimination Acts and

Authorities into every subcontract at any tier. Upon request by the County, Contractor will provide a copy of each subcontract to demonstrate that the above language has been inserted.

E. Civil Rights Training: Upon request by the County, Contractor is required to disseminate and provide training materials and other information related to Title VI Civil Rights to its staff as specified by the County.

SECTION 4. Protest Procedures

Any actual or prospective bidder or respondent who alleges an error or impropriety in the solicitation or award of a contract may submit a grievance or protest to Gina Lozares at glozares@ocair.com, as set forth herein.

PROTEST PROCEDURES

All protests shall be typed under the protestor’s letterhead and submitted in accordance with the provisions stated herein. All protests shall include at a minimum the following information:

A. The name, address, and telephone number of the protestor;

B. The signature of the protestor or the protestor’s representative;

C. The solicitation or contract number;

D. A detailed statement of the legal and/or factual grounds for the protest; and, E. The form of relief requested.

Protest of Solicitation Specifications:

A. All protests related to solicitation specifications must be submitted to the Deputy Procurement

Agent (DPA), Gina Lozares at glozares@ocair.com, no later than five (5) business days prior to the Closing Date of the solicitation. Protests received after the five (5) business-day deadline will not be considered by the County.

B. In the event the protest of specifications is denied, and the protestor wishes to continue in the solicitation process, the protestor must still submit a bid/response prior to the close of the solicitation in accordance with the solicitation submittal procedures provided in this solicitation.

Protest of Award of Contract:

A. Protests related to the award of a contract must be submitted to the Deputy Procurement

Agent, Gina Lozares at glozares@ocair.com, no later than five (5) business days after the Notice of Solicitation Ranking Results is provided by the DPA.

B. Protests relating to a proposed contract award received after the five (5) business day deadline will not be considered by the County.

C. If the five (5) business day period expires without the receipt of a protest, the department may move forward with the contract award or if necessary, file the item for approval by the Board of

Supervisors.

Protest Process

A. In the event of a timely protest, the County shall not proceed with the solicitation or award of the contract until the DPA issues a decision on the protest.

B. Upon receipt of a timely protest, the DPA will, within ten (10) business days of receipt of the protest, issue a decision in writing which shall state the reasons for the actions taken.

C. The County may, after providing written justification, make the determination that an immediate award of the contract is necessary to protect the substantial interests of the County. The award of a contract shall in no way compromise the protester’s right to the protest procedures outlined herein.

D. If the protestor disagrees with the decision of the DPA, the protestor may submit a written appeal to the County Procurement Officer requesting an appeal to the Procurement Appeals Board, in accordance with the process stated below.

APPEALS PROCESS

A. If the protestor wishes to appeal the protest decision of the Deputy Procurement Agent, the protestor must submit, within three (3) business days from receipt of the Deputy Procurement

Agent’s decision, a written appeal to the Office of the County Procurement Officer.

Written appeals must be sent by mail to the address below with a courtesy copy by email;

County of Orange/County Executive Office

County Procurement Office

400 W. Civic Center Drive, 5th Floor

Santa Ana, CA 92701

Attn: County Procurement Officer

CPOAppeals@ceo.oc.gov mailto:CPOAppeals@ocgov.com

B. Within fifteen (15) business days, the County Procurement Officer will review all materials in connection with the appeal, assess the merits of the protest and provide a written determination that shall contain his or her decision on whether the appeal shall be forwarded to the Procurement

Appeals Board.

C. The decision of the County Procurement Officer on whether to allow the appeal to go forward will be final and there shall be no right to any administrative appeals of this decision.

SECTION 5. Scope of Work

5.1 SCOPE OF WORK (SOW)

I. Overview:

John Wayne Airport (JWA) is seeking a qualified contractor to implement a continuous passenger survey program that captures real-time feedback from travelers via the Airport’s Wi-Fi system. The program’s intent is to provide actionable insights, benchmark JWA’s performance against other airports, and deliver executive-level reporting to guide strategic decisions. The contractor will be responsible for survey deployment, data management, benchmarking analysis, providing JWA leadership with strategic insights into passenger satisfaction and operational performance.

II. Project Goals and Objectives: The primary objectives of the survey program are:

A. Benchmarking and Sentiment Analysis: Assess JWA’s performance against peer and national airport averages, while also capturing passenger sentiment (positive, neutral, negative) to better understand traveler perceptions.

B. Real-Time Insights: Provide continuous, near real-time data to support operational decision-making.

C. Strategic Guidance: Deliver executive-level reporting with actionable recommendations for improvement.

D. Passenger Loyalty & Satisfaction: Track key indicators such as satisfaction, loyalty, and Net

Promoter Score (NPS).

III. Contractor Requirements: Bidders shall submit the following as part of their proposal (See Vendor

Responses 5.1):

A. Examples of Past Work: Provide at least three examples of previous survey programs executed, including the organizations worked with, project duration, and key outcomes achieved.

B. Benchmarking Capability: Documentation of the ability to provide comparative data between airports on key performance indicators.

C. Experience with Airports or the Aviation Industry: Preference will be given to bidders with direct airport or aviation industry experience, including benchmarking across multiple airports.

IV. Scope of Services:

A. Survey Design & Deployment:

A. Contractor shall design concise surveys that can be completed within approximately 2-3 minutes, with the number of questions determined by the contractor in collaboration with JWA based on project needs.

B. Surveys must run continuously, with the ability to add or adjust questions at any time.

C. Contract shall provide timely feedback, branding materials, and approvals for survey designs, deployments, and reports.

B. Benchmarking and Comparative Data:

A. Contractors shall provide benchmarking data comparing JWA to peer airports and industry averages.

B. Benchmarking shall include, but not be limited to, key factors such as airport access, check-in, security, terminal facilities, food/beverage/retail, and baggage claim.

C. Data Reporting & Analytics:

A. Contractor shall provide a secure, web-based dashboard with daily updates.

B. Contractor shall provide role-based access controls for JWA staff using the reporting dashboard.

Dashboard must allow JWA staff to:

• Export both aggregate and respondent-level data.

• Filter results by terminal, concourse, gate, or time period.

• Conduct sentiment and text analytics on open-ended responses.

C. Contractor shall provide unlimited survey responses at no additional cost.

D. Optical Point-In-Time Surveys:

1. Contractors shall support additional short surveys on emerging topics at JWA’s request. These may be deployed to a subset of passengers with rapid turnaround (results within 48 hours).

E. Executed Support:

A. Contractor shall deliver quarterly reports with expert analysis, trend insights, and actionable recommendations.

B. Contractor shall provide an annual executive presentation for JWA leadership, summarizing passenger experience findings and benchmarking results.

F. Security & Privacy:

1. Contractor shall provide no personally identifiable information (PII) collected or stored.

2. Contractor shall provide secure credential management.

V. Change Management:

Any modifications to the scope of work, including survey design, benchmarking, or dashboard functionality, shall be approved in writing by both parties. If additional services are requested beyond those described in this SOW, the contractor shall provide a written quote. No additional work shall be performed without prior written approval from JWA’s Project Manager.

VI. Deliverables: Contractor shall provide the following deliverables over the contract term.

A. Continuous Wi-Fi-based survey deployment (24 hours/7 days a week/365 days a year).

B. Real-time access to the dashboard with daily updates.

C. Unlimited survey responses at no additional cost.

D. Quarterly strategic reports and one (1) annual executive presentation.

E. Benchmarking data against peers and national airports.

F. Point in time surveys with rapid turnaround, as determined by JWA’s Project Manager based on operational or strategic needs.

SECTION 6. OCLSB and DVBE Preference Policies Certification Requirements

County of Orange Local Small Business (OCLSB) Preference and Disabled Veteran Business

Enterprise (DVBE) Preference Policies Certification Requirements

6.1 OCLSB:

Effective January 1, 2020, County of Orange Board of Supervisors adopted the OCLSB Preference policy. Implementation of the OCLSB Preference policy supports local businesses, the local economy and the development of the County’s tax base.

To be certified as a Local Small Business by the County of Orange, a business shall meet (1) and (2) below:

A. Local Business Requirements:

1. Maintains their principal center of operations (i.e. headquarters) within Orange County, and:

2. Has:

a. A business address located in the County of Orange that is not a post office box, or

b. A valid business license or certificate of occupancy issued by the County of Orange or by an Orange County city, or other documentation acceptable to the County of Orange.

B. Small Business Requirements:

1. Must be certified as a Small Business by the State of California Department of General

Services (DGS): and, C. Above requirements must be valid at the time of proposal submittal through the time of award of the contract. The terms and conditions of the contract shall additionally require the contractor to remain in compliance with the Local Business requirements (pursuant to subsection (a) above) through the term of the contract, including any extensions or renewals, and shall provide that contractor’s failure to comply may be construed by County as a material breach of the contract.

6.2 DVBE:

Effective January 1, 2021, County of Orange Board of Supervisors adopted the DVBE Preference policy.

The DVBE Preference policy supports local business opportunity, economy and the development of

County’s tax base, and in addition recognizes the service and sacrifice given by the men and women of our

Armed Forces.

To be certified as a Disabled Veteran Business Enterprise by the County of Orange, a business shall meet

(A) and (B) below:

A. Must be certified as a DVBE by the State of California Department of General Services (DGS);

and, B. DGS DVBE requirements must be valid at the time of bid/proposal submittal through the time of award of the contract.

To participate as an OCLSB and/or DVBE please read and follow the process outlined in COUNTY OF

ORANGE LOCAL SMALL BUSINESS (OCLSB) AND DISABLED VETERAN BUSINESS

ENTERPRISE (DVBE) CERTIFICATION REQUIREMENTS in the VENDOR RESPONSES.

*NOTE: DVBE PREFERENCE IS NOT APPLICABLE TO PUBLIC WORKS OR A-E

CONSTRUCTION PROJECTS.

6.3 OCLSB/DVBE CERTIFICATION REQUIREMENTS:

County Of Orange Local Small Business (OCLSB) Preference And Disabled Veteran Business

Enterprise (DVBE) Certification Requirements

A. To participate as an OCLSB and/or DVBE the following requirements must be met:

1. Must be certified with State of California the Department of General Services (DGS) as a

Small Business. - https://caleprocure.ca.gov/pages/sbdvbe-index.aspx

2. Must be certified with DGS as a DVBE. - https://caleprocure.ca.gov/pages/sbdvbe-index.aspx

3. Maintains their principal center of operations (i.e. headquarters) within Orange County.

4. Certification must be valid at the date/time solicitation is closed, and it shall remain in effect at the time of contract award. County reserves the right to verify and/or reject incomplete documents.

5. Complete and sign the Affirmation form attached herein. The signed Affirmation form and the OCLSB Certification are required and must be returned with the solicitation response.

B. OCLSB or DVBE Preference provides for the following:

1. Invitation for Bid – IFB

A five percent (5%) deduction in the original bid price shall be applied to all confirmed

OCLSB or DVBE bidders for evaluation purposes. If the lowest bidder is a certified OCLSB or DVBE bidder, the contract will be awarded at the certified OCLSB or DVBE’s original bid price. The maximum allowable preference deduction is $100,000.

C. Dual OCLSB and DVBE Preference provides for the following:

1. Business Certified as OCLSB and DVBE

If a State-certified OCLSB is also a State-certified DVBE, the preference given to that business shall be 8% instead of 5%.

https://caleprocure.ca.gov/pages/sbdvbe-index.aspx https://caleprocure.ca.gov/pages/sbdvbe-index.aspx

D. Subcontractors

If bidder is submitting subcontractors to qualify for the OCLSB or DVBE preference, bidder must demonstrate through the Staffing Plan that 20% of the total bid amount is allocated to the OCLSB and/or DVBE subcontractor(s).

*NOTE: DVBE PREFERENCE IS NOT APPLICABLE TO PUBLIC WORKS OR A-E

CONSTRUCTION PROJECTS.

SECTION 7. Electronic Fund Transfer (EFT)

If awarded, the County offers Bidder the option of receiving payment directly to its bank account via an

Electronic Fund Transfer (EFT) process in lieu of a check payment. Payment made via EFT shall also receive an Electronic Remittance Advice with the payment details via e-mail. An e-mail address shall need to be provided to County via an EFT Authorization Form. A copy of the EFT form is attached as an Exhibit to this solicitation.

SECTION 8. Pricing

Category Deliverables Included Unit of Measure Unit Cost

Survey Design &

Deployment

- Development of up to 24 survey questionnaires per year

- Access to Airport survey question library - Surveys limited to 10-12 questions (~2-3 minutes completion time) - Two questionnaire revisions per week (not exceeding 20% of any questionnaire) - Deployment via

WiFi pop-up mobile web invitation - Secure online reporting tool (Management Portal) - Branding of eSurvey aligned with John Wayne Airport’s identity -

Survey data available within one (1) day of completion -

Management Portal access within 30 days of survey launch -Daily dashboard access (real-time updates)

Each

Benchmarking &

Comparative

Insights

-Benchmarking data against peer and national airports

(but not limited to, key factors such as airport access, check-in, security, terminal facilities, food/beverage/retail, and baggage claim) -Quarterly comparative reports.

Each

Data Reporting

& Analytics

- Continuous survey availability via WiFi pop-up - Daily data uploads to the Management Portal - Real-time access to customer experience data - User account management for Client employees - Data export in multiple formats (aggregate & individual respondent-level data) - Feedback collection & portal enhancement recommendations - Secure online portal with role-based login -Sentiment and text analytics on open-ended responses.

Each

Category Deliverables Included Unit of Measure Unit Cost

Optical Point-In-

Time Surveys

- One “Hot Topic” survey per month (up to 12 annually) with results within 48 hours. - Results from any other participating airports shared with Client

Each

Executed

Support

- One (1) executive presentation summarizing key findings conducted onsite or via web conference - One

(1) round of revisions allowed -Quarterly strategic reports -Annual executive presentation with recommendations

Each

Subscription

Pricing Annual subscription fee model (flat rate covering unlimited responses) Each

*Additional

Services Hourly Rate * Additional Services are allowed under this contract using the rates above. Contractor shall provide a quote for any additional service requested. Quotes shall be approved by the County Project Manager prior to the service.

Each

SECTION 9. Vendor Responses

9.1 BID VALIDITY: *

Bids will be valid for a period of 365 days after the solicitation closing date.

☐ Please confirm

*Response required

9.2 CONTRACTOR INFORMATION

9.2.1 Name of Bidder*

Please state the Name of Bidder here.

If Bidder is a corporation, the legal name of the corporation shall be set forth in this section as the Name of Bidder and the name, title, and person authorized to sign contracts on behalf of the corporation shall be stated as well.

If Bidder is a partnership or joint venture, the true name of the firm shall be set forth as the Name of

Bidder and the name of the partner authorized to sign contracts on behalf of the partnership or joint venture shall be stated as well.

If submittal of this bid or signature of any document submitted with this bid is by an agent other than an officer of a corporation or a member of a partnership, a Power of Attorney must be on file with County prior to Bid opening, or must be submitted with the Bid; otherwise, the Bid may be rejected as non-responsive. You may upload this power of attorney under Additional Information later in this bid response.

*Response required

9.2.2 Minimum Qualification #1*

Do you have a minimum of five (5) years of experience conducting airport passenger surveys?

☐ Yes

☐ No

*Response required

9.2.3 Minimum Qualification #2*

Do you have the ability to provide benchmarking data across multiple airports?

☐ Yes

☐ No

*Response required

9.2.4 Minimum Qualification #3: *

Do you have a proven methodology for deploying Wi-Fi- or digital-based surveys at airports?

☐ Yes

☐ No

*Response required

9.2.5 Minimum Qualification #4*

Are you able to provide Executive-level reporting and Benchmarking insights?

☐ Yes

☐ No

*Response required

9.2.6 Minimum Qualification #5*

Is your company able to designate a primary point of contact to support JWA staff?

☐ Yes

☐ No

9.3 COMPANY PROFILE & REFERENCES

9.3.1 Company Legal Name*

9.3.2 Company Legal Status*

Please state the status here (Corporation, Partnership, Sole Proprietor, etc.)

9.3.3 Active Licenses*

Please state all active licenses issued by the California State Contractor's License Board to the company whose legal name is above.

*Response required

9.3.4 Corporate Office Address*

What is the address of the company's corporate office? Please provide the full street/mailing address.

*Response required

9.3.5 Local Business Address(es)*

Please provide the local business address for the company named above. If there are multiple local addresses then please provide all.

• Full address:

• Telephone Number:

• E-mail Address:

*Response required

9.3.6 Length of Time Firm Has Been In Business*

Please clearly state, in months and years, how long your firm has been in business.

*Response required

9.3.7 Length of Time At Current Location*

Please clearly state, in months and years, how long your firm has been in business at its current location.

*Response required

9.3.8 Regular Business Hours*

*Response required

9.3.9 Regular Holidays and Hours When Business Is Closed*

*Response required

9.3.10 Federal Taxpayer ID Number*

*Response required

9.3.11 DUNS Number*

Please provide your D-U-N-S Number

*Response required

9.3.12 Unique Entity Identifier Number (UEI)*

The County requires a valid UEI number with active registration status. Your company may obtain one at no cost at https://sam.gov/entity-registration.

*Response required

9.3.13 Are you registered, active, and in good standing with the California Secretary of

State?* https://sam.gov/entity-registration

☐ Yes

☐ No

*Response required

9.3.14 Corporation?*

Is your firm incorporated?

☐ Yes

☐ No

*Response required

When equals "Yes"

9.3.15 State of Incorporation?*

You have indicated that your firm is incorporated. Please provide the name of the State of

Incorporation.

*Response required

When equals "Yes"

9.3.16 Contract Signature Authority - Executive Signature*

If incorporated, please provide the name, contact number, and email of the person who would provide this signature authority. The Executive Signer Authority comes from the President, Vice-President, or

Chairperson of the Board.

• Contact Full Name:

• Contact Number:

• E-mail Address:

*Response required

When equals "Yes"

9.3.17 Contract Signature Authority - Financial Signature*

If incorporated, please provide the name, contact number, and email of the person who would provide this signature authority. The Financial Signer Authority comes from the Secretary, Assistant

Secretary, Chief Financial Officer, or Treasurer.

• Contact Full Name:

• Contact Number:

• E-mail Address:

*Response required

When equals "No"

9.3.18 Contract Signature Authority*

If not incorporated, please provide the name, contact number, and email of the person who has the binding and signature authority of this contract.

• Contact Full Name:

• Contact Title:

• Contact Number:

• E-mail Address:

*Response required

9.3.19 Sole Proprietor Under Different Name?*

Is your firm a sole proprietor doing business under a different name?

☐ Yes

☐ No

*Response required

When equals "Yes"

9.3.20 Sole Proprietor's Name*

You have indicated that your firm is a sole proprietorship doing business under a different name.

Please provide the sole proprietor's name and the name you are doing business under.

*Response required

9.3.21 Contact Person for Solicitation*

Please provide the following in relation to the point of contact for this solicitation:

• Contact Person Full Name

• Contact Person Telephone Number

• Contact Person Email Address

*Response required

9.3.22 Project Manager*

Please provide the following regarding who will be your project manager for this project:

• Project Manager Full Name

• Project Manager Telephone Number

• Project Manager Email Address

*Response required

9.3.23 Contact Person for Accounting*

Please provide the following in relation to the point of contact for Accounting:

• Contact Person Full Name

• Contact Person Telephone Number

• Contact Person Email Address

*Response required

9.3.24 Emergency Contact*

In the event of an emergency of declared disaster, the following is required:

• Contact Person Full Name (during non-business hours)

• Contact Person Telephone/Cellphone Number

• Contact Person Email Address

*Response required

9.3.25 References*

Do you have letters from at least three references (not including County of Orange References) that include:

• Reference Names

• Addresses of site where work was performed

• Contact Name

• Telephone Number of Contact

• Contact Email Address

• Contract Effective Dates

• Contract Amount

• Brief Contract Descriptions

If you do not have letters you will be able to provide the same information electronically in the next question by answering "No" here.

☐ Yes

☐ No

*Response required

When equals "Yes"

9.3.26 References - Letters*

Please upload your letters from at least three references (not including County of Orange References) that include:

• Reference Names

• Addresses of site where work was performed

• Contact Name

• Contact Email Address

• Telephone Number of Contact

• Contract Effective Dates

• Contract Amount

• Brief Contract Descriptions

*Response required

When equals "No"

9.3.27 References - Information*

Please provide the following information regarding at least three references (not including County of

Orange References):

• Reference Names

• Addresses of site where work was performed

• Contact Name

• Telephone Number of Contact

• Contact Email Address

• Contract Effective Dates

• Contract Amount

• Brief Contract Descriptions

The references will be contacted for verification, and these contacts must be current and able to respond promptly.

*Response required

9.4 BIDDER CERTIFICATION

9.4.1 Conflict of Interest*

Bidder must certify either Yes or No below:

Bidder certifies current/past financial, business or other relationship(s) with the County exist/existed as follows:

A. (Yes) Disclose any financial, business or other relationship with the County of Orange, any other entity that the Orange County Board of Supervisors governs*, or any Orange County Board member, officer or employee, which could affect or influence award of the contract for the services you propose to provide.

B. (No) Bidder certifies that no relationships exist/existed as outlined in…