RFP 27 08 Visitor Assistance Program for Maui FINAL 100926.pdf

RELEASE DATE: October 12, 2026

The State of Hawaiʻi

Department of Business, Economic Development, and Tourism

Hawaiʻi Tourism Authority

REQUEST FOR PROPOSALS

RFP NO. 27-08

(NOTICE TO OFFERORS)

VISITOR ASSISTANCE PROGRAM (VAP) MAUI COUNTY

OFFERS ARE DUE AT 2:00 P.M. HAWAIʻI STANDARD TIME (HST) ON

NOVEMBER 16, 2026

(Or such later date as may be established by the State of Hawaiʻi by an Addendum to this RFP)

ELECTRONIC SUBMISSION TO THE STATE OF HAWAI‘I ePROCUREMENT SYSTEM

(HIePRO) ONLY.

QUESTIONS RELATING TO THIS RFP, ISSUES RELATING TO THE ACCESSIBILITY OF THIS

RFP, AND REQUESTS FOR ACCOMMODATIONS FOR PERSONS WITH DISABILITIES IN

CONNECTION WITH THIS RFP SHALL BE COMMUNICATED THROUGH HIePRO.

TABLE OF CONTENTS

SECTION ONE: INTRODUCTION, TERMS AND ACRONYMS, AND KEY DATES

SECTION TWO: BACKGROUND AND SCOPE OF WORK

SECTION THREE: PROPOSAL CONTENT AND SUBMISSION

SECTION FOUR: EVALUATION CRITERIA

SECTION FIVE: CONTRACT AWARD

SECTION SIX: ATTACHMENTS AND EXHIBITS

• Attachment 01: Offeror Check List

• Attachment 02: Proposal Transmittal Letter

• Attachment 03: Corporate Resolution

• Attachment 04: Standard Qualifications Questionnaire

• Attachment 05: Contractor References

• Attachment 06: Subcontractor References (if applicable)

• Attachment 07: Confidential Information list (if applicable)

• Attachment 08: Conflicts of Interest Disclosures & Attestations

• Exhibit A: Overview of the RFP Process

• Exhibit B: HTA Travel Protocol & Entertainment Policy

• Exhibit C: General Provisions for Goods and Services

• Exhibit D: Special Provisions

• Exhibit E: General Conditions for 103D

• Exhibit F: VAP Monthly Report Template

• Exhibit G: VAP Tracking Sheet Template

• Exhibit H: VAP Quarterly Report Template

• Exhibit I: VAP Final Report Template

• Exhibit J: Financial Reports of Actual Expenses & Income Template

For screen reader users, the Hawaiʻi Tourism Authority uses Hawaiian orthography. Please note that screen readers may not read or pronounce the Hawaiian words correctly.

SECTION ONE: INTRODUCTION, TERMS AND ACRONYMS, AND KEY DATES

1.1 INTRODUCTION

The Hawaiʻi Tourism Authority (HTA) is the state agency responsible for representing the

Hawaiian Islands around the world and for holistically managing tourism in Hawaiʻi in a sustainable manner consistent with community desires, economic goals, cultural values, preservation of natural resources, and visitor industry needs.

The HTA was established in 1998 under Chapter 201B, Hawai‘i Revised Statutes (HRS). The

HTA is administratively attached to the Department of Business, Economic Development and

Tourism (DBEDT). The HTA’s President and Chief Executive Officer reports directly to the

Governor and is responsible for executing the mandates of HRS 201B.

The HTA works with the community and industry to ensure that we live up to Mālama Kuʻu

Home – caring for our beloved home – by guiding Hawaiʻi’s transition to a regenerative model of tourism. The agency does this through visitor education, brand management, community reinvestment, and collaboration to maximize tourism’s economic benefit while mitigating its negative impacts. Partners include visitor industry businesses and organizations, community groups, and government agencies at the county, state, and federal levels.

1.2 TERMS AND ACRONYMS

Authority The Hawai‘i Tourism Authority. Also referred to as “HTA.”

AG Attorney General

BAFO Best and Final Offer

Board Board of Directors of the Hawai‘i Tourism Authority

Contract Administrator

The individual designated to manage the various facets of the contract to ensure the Contractor’s total performance is in accordance with the contractual commitments and obligations are fulfilled.

CPO Chief Procurement Officer, Hawai‘i State Procurement Office

CVC

Certificate of Vendor Compliance. A single document that shows compliance with the IRS, DLIR, DCCA, and DOTAX. All four approvals are required in order to contract with the State.

DAGS Hawai‘i Department of Accounting and General Services

DBEDT

Hawai‘i Department of Business, Economic Development and

Tourism

DCCA Hawai‘i Department of Commerce and Consumer Affairs

DLIR Hawai‘i Department of Labor & Industrial Relations

DMAP Destination Management Action Plan

DOTAX Hawai‘i Department of Taxation

GC

General Conditions. Rules enacted by the Hawai‘i Attorney

General’s Office.

GET General Excise Tax

1.3 ELECTRONIC PROCUREMENT

1.3.1 The State has established the Hawaiʻi State eProcurement System (HIePRO) to promote an open and transparent system for vendors to compete for state contracts electronically.

Offerors interested in responding to this solicitation must be registered on HIePRO.

Registration information is available at the State Procurement Office (SPO) website:

https://hiepro.ehawaii.gov/, then select HIePRO Vendor Registration Guide. For online assistance, on the HIePRO (https://hiepro.ehawaii.gov/welcome.html) landing page, select ‘Help Chat – online’ at the top of the page. Tyler Technologies can be reached at

(808) 695-4620 or by email at: hiepro@ehawaii.gov.

1.3.2 The State will use HIePRO to issue the RFP, receive all Offers, and issue any addenda to the RFP. Addenda and the other information and materials shall be provided by the State

GP General Provisions

HAR

Hawai‘i Administrative Rules. State rules outlining procedures for applying statute.

HCE Hawai‘i Compliance Express

HIePRO Hawai‘i State eProcurement System

HOPA

Head of the Purchasing Agency. The Director of the Department of

Business, Economic Development, and Tourism is the HOPA for

HTA.

HRS Hawai‘i Revised Statutes

HST Hawai‘i Standard Time

HTA Hawai‘i Tourism Authority

IRS Internal Revenue Service

KPI Key Performance Indicator

LOS

Length of Stay. The average number of days a visitor stays in

Hawai‘i.

Ma‘ema‘e Toolkit A collection of resources and instructions to represent Native

Hawaiian language and culture accurately and respectfully.

Offeror

Any individual, partnership, firm, corporation, joint venture, or other entity submitting directly, or through a duly authorized representative or agent, a bid for the goods and/or services contemplated in this RFP.

OIP Hawai‘i Office of Information Practices

PPPD$

Per Person Per Day Spending. The average dollars (USD) spent per day per person in Hawai‘i by visitors.

Procurement Manager The procurement and contracting manager for the Hawai‘i Tourism

Authority.

RFP

Request for Proposals, including all parts, Sections, Exhibits, Attachments, and Addenda.

ROI Return on Investment

SPO Hawai‘i State Procurement Office

State State of Hawai‘i, including its departments, agencies, and political subdivisions.

https://hiepro.ehawaii.gov/ https://hiepro.ehawaii.gov/welcome.html mailto:hiepro@ehawaii.gov https://www.meethawaii.com/ through HIePRO, including additions or changes with respect to the dates in Section 1.4

(RFP Schedule and Significant Dates). The State is not responsible for any delay or failure of any Offeror to receive any materials updated through the RFP process on a timely basis.

1.3.3 As part of this procurement process, Offerors are informed that awards made for this solicitation, if any, shall be done through the HIePRO and shall therefore be subject to a mandatory .75% (.0075) transaction fee, not to exceed $5,000 for the total contract term.

The mandatory fee (.75%) is applicable for awards by Hawaiʻi government agencies only.

This transaction fee is payable to Tyler Technologies (formerly known as NIC Hawai‘i), the vendor administering HIePRO. Refer to the “Instructions” tab in the HIePRO solicitation for more details. The mandatory transaction fee shall be at the Contractor’s sole cost and expense.

1.3.4 Offerors shall review all special instructions located in HIePRO. Offerors are responsible for ensuring that all necessary files are attached to their offer prior to the proposal deadline. Offerors are advised not to wait until the last minute to submit their proposal on

HIePRO. Offerors should allow ample time to review their submitted proposal, including attachments, prior to the proposal deadline. The State shall not be responsible for responses/attachments that were not uploaded by the due date/time.

1.3.5 Changes to the RFP, including but not limited to answers to questions and procurement requirements, shall be changed via formal written addenda issued by the State. The State accepts no responsibility if a prospective Offeror does not receive solicitation documents and/or revisions to the solicitation. The prospective Offeror is responsible for monitoring

HIePRO to obtain any RFP addenda or other information relating to the RFP.

1.3.6 Tyler Hawaiʻi is the vendor contracted by the State of Hawai‘i to provide the HIePRO application only and cannot respond to any questions regarding procurement or a particular solicitation. Payment must be made to Tyler Hawaii within thirty (30) days from receipt of invoice. The invoice is generated based on the date the award is posted.

1.4 RFP SCHEDULE AND SIGNIFICANT DATES

The schedule represents the State’s best estimate of the schedule that will be followed. All times indicated are Hawai‘i Standard Time (HST). If a component of this schedule, such as "Proposal

Due Date/Time," is delayed, the rest of the schedule will likely be shifted by the same number of days. Any change to the RFP Schedule and Significant Dates shall be reflected in and issued in an addendum. No questions will be received after the Written Questions deadline.

Release of Request for Proposals October 12, 2026

Deadline to Submit Written Questions (must be submitted in

HIePRO)

September 8, 2026 @ 2:00 PM

HST

State’s Response to Written Questions (will be posted in

HIePRO) September 15, 2026

Deadline to Submit Notice of Intent to Offer September 22, 2026 @ 2:00

PM HST

Proposal Due Date/Time, Evaluation Period Begins November 16, 2026 @ 2:00 PM

HST

Priority Listed Offeror Selection & Notification (estimate) Week of November 23, 2026

1.5 NOTICE OF INTENT TO OFFER

Notice of intent to offer is not required but is highly encouraged. By registering your company, any applicable addenda will be sent to you. If you are interested in responding to this solicitation, for confidentiality reasons, please email the information specified below to procurement@gohta.net with “HTA RFP 27-08 Notice of Intent to Offer” in the subject line by the deadline noted in the RFP Schedule. This email will serve as your intent to submit an offer.

Submission of your intent to offer does not mean you must submit an offer.

• Name of Company

• Name of Contact Person

• Email Address

• Company Address

• Telephone Number

• Solicitation (RFP) Number

1.6 QUESTIONS AND ANSWERS PRIOR TO OPENING OF PROPOSALS

All questions must be submitted through HIePRO. Questions must be submitted by the deadline shown in Section 1.4, RFP Schedule and Significant Dates. Each question shall identify the page, section number, paragraph, and line or sentence of such provision(s) of the RFP to which the question applies. HTA reserves the right to consolidate, reconfigure, and address questions as we deem appropriate or to disregard questions altogether. Answers shall be issued as an addendum to the RFP via HIePRO and become part of the RFP, as appropriate.

1.7 PROTEST OF RFP CONTENT

Any protest concerning the solicitation or solicitation content shall be submitted in writing before the proposal due date in accordance with HRS §103D-701 and HAR Chapter 3-126. Offerors are encouraged to submit questions, requests for clarification, or concerns as early as possible and no later than the deadline for written questions identified in the RFP.

1.8 CANCELLATION

The RFP may be canceled, and any or all proposals rejected in whole or in part, when determined to be in the best interest of the State, pursuant to HRS 103D-308 and HAR §3-122-96 through §3-

122-97. The State shall not be liable for any costs incurred by Offerors in the preparation or submission of proposals.

1.9 WEBSITE REFERENCE

Item Website

Hawai‘i Electronic Procurement

System https://hiepro.ehawaii.gov/welcome.html

HTA Website https://hta.hawaii.gov/

HTA Strategic Plan https://hta.hawaii.gov/?s=strategic+plan

Ma‘ema‘e Toolkit https://hta.hawaii.gov/what-we-do/tools-resources/ma%CA%BBema%CA%BBe-toolkit/

Best and Final Offer Deadline (if necessary) (estimate) Week of November 23, 2026

Notice of Award (estimate) Week of December 7, 2026

Start of Contract Performance (estimate) January 1, 2027

End of Contract Performance (estimate) December 31, 2027 mailto:procurement@gohta.net https://hiepro.ehawaii.gov/welcome.html https://hta.hawaii.gov/ https://hta.hawaii.gov/?s=strategic+plan https://hta.hawaii.gov/what-we-do/tools-resources/ma%CA%BBema%CA%BBe-toolkit/ https://hta.hawaii.gov/what-we-do/tools-resources/ma%CA%BBema%CA%BBe-toolkit/

HTA Programs https://hta.hawaii.gov/?s=HTA+programs

HTA Research https://hta.hawaii.gov/research/

Hawai‘i Compliance Express

(CVC)

https://vendors.ehawaii.gov/ eHawaii.gov YouTube Channel https://www.youtube.com/user/eHawaiigov1/videos

Hawai‘i State General

Conditions https://hiepro.ehawaii.gov/static-resources/103D-

1%20General%20Conditions.pdf

HRS Chapter 201B HRS. HTA’s inception statute.

https://www.capitol.hawaii.gov/hrscurrent/vol04_ch0201-

0257/HRS0201B/HRS_0201B-.htm

The Hawaiʻi Tourism Authority is not responsible for broken links.

https://hta.hawaii.gov/research/ https://vendors.ehawaii.gov/ https://www.youtube.com/user/eHawaiigov1/videos https://hiepro.ehawaii.gov/static-resources/103D-1%20General%20Conditions.pdf https://hiepro.ehawaii.gov/static-resources/103D-1%20General%20Conditions.pdf https://www.capitol.hawaii.gov/hrscurrent/vol04_ch0201-0257/HRS0201B/HRS_0201B-.htm https://www.capitol.hawaii.gov/hrscurrent/vol04_ch0201-0257/HRS0201B/HRS_0201B-.htm

SECTION TWO: BACKGROUND AND SCOPE OF WORK

2.1 OVERVIEW AND BACKGROUND

The Hawai‘i Tourism Authority (HTA) is seeking proposals from qualified firms or individuals to provide an effective, responsive, capable and scalable program to provide assistance to visitors in crisis on Hawai‘i Island. The successful Offeror will be responsible for promoting, developing, and conducting a Visitor Assistance Program (VAP) to include, but not be limited to, providing and coordinating services to visitors victimized by crime and other adversities while in Maui

County, including but not limited to medical support services, law enforcement, helping with airline issues, assisting visitors to obtain acceptable identification, visitor information, education, emotional support and guidance, and prevention efforts targeting health and safety issues.

For purposes of VAP services, a “visitor” is a person who is temporarily present on the island or in the county where assistance is requested, is not a resident of that island or county, and intends to depart within 60 days or within another reasonable temporary travel period verified by a return ticket, round-trip ticket, onward travel itinerary, or other evidence of intended departure. The person must be in need of assistance due to a crime, emergency, crisis, or other travel-related adversity occurring during their stay.

This definition may include residents of other Hawaiian Islands when they are temporarily visiting the island or county where assistance is requested and otherwise meet the eligibility criteria, at the discretion of the administering VAP contracting entity. It does not generally include individuals seeking relocation, local employment, local enrollment, long-term housing, general homeless services, or assistance as part-time residents or property owners, though each program may exercise case-by-case discretion for serious medical, public safety, humanitarian, or other exceptional circumstances.

2.2 SCOPE OF WORK

The Contractor shall design, implement, and manage a Visitor Assistance Program for Maui

County that provides timely, coordinated, and compassionate assistance to visitors experiencing emergencies or adverse situations.

2.2.1 CORE SERVICES

The Contractor shall provide services including, but not limited to:

1. Direct Visitor Assistance

a) Respond to referrals involving visitors affected by:

i. Crime, accidents, or medical emergencies

ii. Death or bereavement situations

iii. Travel disruptions or loss of documentation

b) Provide case management and individualized assistance appropriate to each situation

2. Emergency Support Services

a) Facilitate or provide:

i. Transportation (e.g., airport, medical facilities)

ii. Temporary lodging coordination

iii. Food and essential items

iv. Communication assistance and translation services

b) Coordinate with airlines, accommodations, and other service providers as needed

3. Coordination and Partnerships

a) Maintain active working relationships with:

i. Law enforcement agencies

ii. Hospitals and healthcare providers

iii. Consulates and embassies

iv. Visitor industry partners (hotels, airlines, rental car companies)

b) Support coordinated response efforts that reduce burden on public agencies

4. Partner Engagement and Outreach

a) Participate in stakeholder engagement activities supporting visitor safety and the impact of the Visitor Assistance Program

b) Conduct and support safety and prevention outreach (e.g., visitor education materials, PSAs, training)

c) All outreach and educational materials shall:

i. Be developed in alignment with recognized industry best practices for public safety communication and visitor education

ii. Conform to guidance, frameworks, and standards established or endorsed by the

HTA, including but not limited to the Maʻemaʻe Toolkit

iii. Incorporate culturally appropriate ̒ ōlelo Hawaiʻi usage and place-based messaging where applicable

iv. Be submitted to HTA for review and approval before public dissemination

5. Program Administration & Accessibility

a) Maintain accessible intake and response mechanisms (e.g., phone, referrals, partner networks).

b) Ensure reasonable geographic coverage across Maui County, conducting outreach and maintaining relationships on Maui (including remote areas such as Hāna), Lānaʻi and

Molokaʻi islands.

c) Participate in at least 2 meetings (in-person/virtual) led by HTA for VAP contractors across the State to gather, coordinate, and share insights and best practices.

d) Provide contact information from all partnerships developed through the program upon request by HTA.

2.2.2 SERVICE DELIVERY APPROACH

1. Core Services Delivery

The Contractor shall:

a) Deliver services using a flexible, case-based model, recognizing that volume and complexity of cases may vary over time

b) Prioritize timeliness, cultural sensitivity, and trauma-informed response

c) Utilize existing community networks and resources where feasible

d) Ensure efficient use of funds, including appropriate use of emergency aid resources

e) Acknowledge that the HTA shall be credited as a sponsor on all educational, advertising, and promotional materials and activities wherever and whenever possible

f) Cooperate with the HTA in identifying and sharing relevant visitor education and safety-related information, materials, and resources developed under or related to this Contract;

materials may, upon request, be considered for inclusion in official State of Hawaiʻi and

HTA print and digital platforms, including GoHawaii.com, for the purpose of improving public awareness and outreach to target audiences

2.2.3 REPORTING AND DOCUMENTATION

The Contractor shall:

a) Maintain records of all cases and services provided

b) Submit reports in accordance with HTA templates, including:

i. Monthly activity reports

ii. Quarterly activity and financial expenditure reports

iii. Final program and financial expenditure report

c) Track key service data elements as defined in Section 2.3

2.2.4 REPORTING REQUIREMENTS

The Contractor shall comply with the following reporting requirements:

a) Written Reports: Prepare and submit monthly (See Exhibit F), quarterly (See Exhibit H), and one final program report (See Exhibit I) spotlighting an overview/synopsis of the services provided, highlighted cases, KPI Narrative and In-kind assistance received using the “VAP

Monthly Report,” “VAP Quarterly Progress Report,” and “VAP Final Report” templates.

b) VAP Tracking Sheet: Track and maintain the number of cases and people assisted monthly using the “VAP Tracking Sheet” template (See Exhibit G). Prepare and submit the “VAP

Tracking Sheet” as an element of delivery of monthly, quarterly, and final program reports.

c) Financial Records: Prepare and maintain financial records which sufficiently and properly reflect all income and other sources of funds, and all direct and indirect expenditures of any nature related to performance. These records shall be subject to any inspection, review, or audit by the HTA.

d) Financial Reporting: Prepare and submit quarterly financial reports and a final financial report to the HTA upon completion of the program by using the “Financial Reports of Actual

Expenses and Income” template (See Exhibit J). Financial reports shall include, but not be limited to, a certification that all financial statements represented in the report are accurate and the funds allocated under the contract have been expended in accordance with the provisions set forth. Quarterly financial reports shall be used to track expenditures to date during the contract period.

2.3 PERFORMANCE MEASURES

The Contractor shall track and report the following performance metrics that reflect program activity, service delivery, and outcomes:

2.3.1 REQUIRED QUANTITATIVE METRICS

The Contractor shall report, at minimum:

1. Service Volume

a) Number of cases handled

b) Number of visitors served

2. Visitor Characteristics

a) Visitor origin (e.g., U.S. West, Japan, etc., if available)

b) Visitor type (e.g., cruise vs. FIT [Free Independent Traveler], land tour, etc., if available)

3. Case Types

a) Categorization of incidents (e.g., medical, crime, death, other)

4. Resource Utilization

a) Estimated value of:

i. Direct financial assistance

ii. In-kind contributions leveraged

5. Partner Engagement and Outreach

a) Quarterly and final reporting on implementation metrics:

i. Core Required Metrics:

(1) Number of partnerships established or maintained that support

VAP activities and outreach

(2) Number of distribution points or locations (e.g., hotels by island, airports, activity providers, etc.)

(3) Number of volunteer or ambassador participants engaged

2.3.2 QUALITATIVE AND OUTCOME-BASED MEASURES

The Contractor shall provide:

1. Case Summaries

a) Narrative descriptions of representative cases demonstrating program impact

2. Partnership Effectiveness

a) Description of coordination with key partners

b) Examples of inter-agency collaboration

3. Program Contributions

a) Explanation of how services:

i. Support visitor safety and well-being

ii. Enhance visitor experience

2.4 COMPENSATION

This shall be a Fixed-Price contract, inclusive of all taxes and expenses, in an amount not to exceed

NINETY-ONE THOUSAND FIVE HUNDRED AND NO/100 DOLLARS ($91,500.00 USD),

tax inclusive, for the contract term of (January 2027 through December 31, 2027) and shall be funded with Hawai‘i State General Funds, subject to the availability of funds.

Offerors shall submit a total proposed price that does not exceed $91,500.00. The total proposed price submitted in the Offeror’s cost proposal shall exactly match the amount entered in HIePRO.

Failure to comply may result in the proposal being deemed non-responsive.

The fixed price shall be inclusive of all aspects of the contract, including labor, materials, equipment, travel, program expenses, administrative costs, overhead, taxes, and all other costs necessary to perform the scope of services required under the resulting contract.

Compensation adjustments, if any, shall be made only as expressly provided in Sections 2.2 and

2.3 of this RFP. Any adjustment may result in an increase, decrease, or reallocation of compensation, provided that the total compensation under the contract shall not exceed the maximum amount stated herein.

Any funds remaining unexpended at the conclusion of the contract shall revert to the State.

Cost Factor & Cost Reasonableness Determination

In accordance with HAR §3-122-52 and HRS Chapter 103D, the proposal with the lowest cost factor must receive the highest available rating allocated to cost.

No award is final until a contract is signed. If HTA and the awardee fail to come to an agreement, HTA may enter into an agreement with the next highest-scoring Offeror.

2.5 CONTRACT TERM AND REPORTING/CLOSEOUT PERIOD

The Contract will have a total administrative period of thirteen (13) months, consisting of:

1. Scope of Work/Performance Period: Twelve (12) months, commencing January 1, 2027 and ending December 31, 2027. The Offeror shall perform all services and deliverables described in the Scope of Work during this twelve-month period.

2. Reporting and Closeout Period: One (1) additional month, from January 1, 2028 through

January 31, 2028, solely for the completion and submission of required final reports, supporting documentation, invoices, and other administrative closeout requirements associated with services performed during the twelve-month Scope of Work/Performance

Period.

The additional one-month Reporting and Closeout Period does not constitute an additional month of services or a thirteen-month Scope of Work. No new or continuing program services, activities, or deliverables requiring performance during the additional month shall be authorized unless expressly approved in writing by the HTA.

The Contractor's compensation shall be based on the twelve-month Scope of Work/Performance

Period. The Reporting and Closeout Period is intended solely to allow sufficient time for final reporting, invoicing, reconciliation, and administrative closeout of the Contract.

The Contractor acknowledges and agrees that the availability of funds for this contract shall be subject to legislative appropriation and allotment of funds by the Governor, through the Director of the Department of Budget & Finance, State of Hawai‘i for each fiscal year. If sufficient funds are not appropriated, allotted, or otherwise made available, the State may reduce the scope of services or terminate the Contract without liability for consequential damages. All State funds not expended in accordance with the provisions set forth in the Contract shall be returned to the State.

Any extension or modification of the contract shall be made only through a written contract amendment or change order executed by the State and Contractor. The Contractor shall not be entitled to any additional compensation to complete the services specified in this RFP.

2.6 HTA CONTRACT MONITORING & EVALUATION

Contract monitoring and contractor performance evaluations shall be conducted in accordance with HAR Chapter 3-125, the General Conditions, and the terms of the resulting contract.

HTA may conduct written evaluations of the Contractor’s performance during the contract term.

Such evaluations may be considered in determining the Contractor’s responsibility for future procurements and whether to exercise any contract extension or option, if applicable.

The State reserves all rights and remedies available under the contract and applicable law, including but not limited to issuance of a stop work order, termination for default, and termination for convenience. Refer to the General Conditions for additional details. HTA shall monitor the

Contractor’s performance throughout the contract term and may conduct monthly performance evaluations to assess compliance with the requirements, deliverables, timelines, and performance standards of the resulting contract. HTA may provide contract administration guidance and conduct evaluation or status meetings, either in person or virtually, as deemed necessary for contract oversight purposes.

2.7 OWNERSHIP RIGHTS

Pursuant to the General Conditions attached hereto and made a part of the RFP, and any resulting contract, all reports, studies, data, photographs, videos, recordings, documents, materials, deliverables, and other work product developed, prepared, assembled, created, or conceived by the Contractor in the performance of the contract shall become the property of the State of Hawai‘i.

The Contractor shall not use, reproduce, distribute, publish, or otherwise exploit such work product for purposes unrelated to the contract without the prior written consent of the State.

The State shall retain all ownership rights in materials produced under the contract, subject to any approved third-party intellectual property rights or pre-existing proprietary materials identified by the Contractor and expressly approved by the State in writing.

2.8 SUCCESSION OF ADDITIONAL CONTRACTORS

In the event the State procures a successor contractor(s) or additional contractor(s) for the same or related services upon expiration, termination, cancellation, or completion of the Contract, in accordance with applicable procurement laws and procedures, the Contractor shall provide reasonable transition assistance to the State and cooperation with any successor contractor(s) as requested by the State.

Transition assistance may include, but not be limited to, transfer of work products, records, reports, data, documentation, and other materials necessary to ensure continuity of services.

The Contractor acknowledges that any extension or renewal of this Contract is at the sole discretion of the State. The Contractor shall have no claim for compensation for costs, investments, or other expenditures incurred in anticipation of any extension or renewal unless expressly authorized through a written contract amendment executed by the State.

Transition assistance shall be considered part of the Contractor’s obligations under the Contract and shall be included in the contract price unless otherwise approved in writing.

2.9 GENERAL RESPONSIBILITY TO COMPLY WITH STATE REQUIREMENTS

Unless otherwise provided in this RFP, the Contractor is responsible for obtaining all official licenses, approvals, clearances, and similar authorizations required by any local, State, or federal agency to perform the work required in this RFP.

2.10 INHERENT GOVERNMENT FUNCTIONS

However, it is important to recognize that the State has fundamental inherent government functions that should not be delegated to a Contractor. Governmental personnel should be the only people making final decisions on proposed Contractor’s services. Federal Procurement Law defines inherent functions to be performed only by government employees. The HTA considers the following responsibilities inherently governmental:

2.10.1 Determining what supplies or services are to be acquired by the Government;

2.10.2 Approving any solicitation documents, to include documents defining requirements, specifications, incentives, and evaluation criteria. This includes issuance and conduct of this procurement pursuant to HRS section 103D-303, competitive sealed proposals;

2.10.3 Negotiating cost and pricing;

2.10.4 Awarding contracts;

2.10.5 Approving post-award contract changes to include, but not be limited to, ordering changes in contract scope, schedule, and budget;

2.10.6 Responding to evaluations of Contractor performance and accepting or rejecting

Contractor products or services; and

2.10.7 Terminating contracts.

2.11 HAWAI‘I TOURISM AUTHORITY RESPONSIBILITIES

2.11.1 Provide direction and guidance as required.

2.11.2 Provide general information in a timely manner.

2.11.3 Pay invoices within 30 days upon verification of satisfactory performance.

2.11.4 Maintain an oversight and advisory role for each task outlined above.

2.12 POINT OF CONTACT

The Procurement Manager or their designee is the single point of contact (POC) during the procurement process. Offerors shall direct all questions regarding the procurement process and any other procedural questions that may arise related to this solicitation to be submitted in HIePRO by the due date/time referenced in the RFP Schedule. The reference number is RFP 27-08. This number must be referenced in all proposals, correspondence, and documentation related to the

RFP.

SECTION THREE: PROPOSAL CONTENT AND SUBMISSION

3.1 PROPOSAL CONTENT

3.1.1 CONTENT FORMAT

• Slide shows and PowerPoint Presentations will not be accepted. The proposal should be compact and substantive. Proposals may include a web address that evaluators can review. However, evaluators will not be required to review your website, so do not omit essential information in reliance on website content.

Video, audio, or other similar multimedia materials will not be considered during the evaluation of written proposals. However, they may be accepted or requested in Round 2 of the procurement process.

• The format must be U.S. standard 8.5 by 11 inches. Therefore, this is a U.S. buyer and must be oriented to U.S. document sizes. Orientation should be primarily portrait, though landscape is welcome for data or visual presentations as appropriate. No odd-sized pages are allowed.

• Page limit. The body of the proposal must not exceed the page limit outlined below in Section 3.1.2 (Items 1-8). Proposals that exceed the page limit may be disqualified, or the extra pages may be excised prior to review.

• Font size should be no smaller than 11 pts.

• Ensure all content is submitted in the proper format as described below, and note that the maximum single file size that HIePRO can accept is 100MB; multiple files may be uploaded.

• All submittals must be provided in English.

3.1.2 CONTENT LIST

All proposals shall include the following documents and titles to be considered for this

RFP. Proposals that fail to submit any of these documents may be considered non-responsive.

• Items 1-8 are to be individually labeled accordingly and submitted as one PDF file in the order listed below, which is no more than fifty (50) pages to be titled

Offeror Name_Proposal Part 1:

1) Cover Page

2) Table of Contents

3) Cover Letter

4) Organization Overview

5) Organizational Chart and Capacity

6) Professional Experience

7) Proposed Approach and Workplan

8) Budget and Cost Proposal

• Items 9-17 are to be individually labeled accordingly and submitted as one PDF file in the order listed below to be titled Offeror Name_Proposal Part 2:

9) Offeror Check List (Attachment 01)

10) Proposal Transmittal Letter (Attachment 02)

11) Corporate Resolution (Attachment 03)

12) Standard Qualifications Questionnaire (Attachment 04)

13) Contractor References (Attachment 05)

14) Subcontractor References (Attachment 06)

15) Confidential Information List - if applicable (Attachment 07)

16) Conflicts of Interest Disclosures & Attestations (Attachment 08)

17) Certificate of Vendor Compliance or Proof of Application for CVC

3.1.3 CONTENT EXPLANATION

1. Cover Page

The cover page should include the following:

• The name and number of the RFP: RFP 27-08 Visitor Assistance Program

(VAP) Maui County

• Name and address of Organization.

• Company Federal and State Tax ID #s.

• Name, email address, phone number of contact person.

2. Table of Contents

Please present the materials in the order outlined above. Please include page numbers for your table of contents.

3. Cover Letter

A brief letter expressing the Offeror’s interest in the project and summarizing the company’s qualifications and relevant experience. The cover letter may also identify key strengths, capabilities, or unique qualifications relevant to the scope of work. The cover letter shall be limited to a maximum of two (2) pages.

4. Organization Overview

Description of the offeror, including organizational capacity, qualifications and relevant professional experience with providing visitor support and education services, disaster response, and/or emergency tourism liaison services.

5. Organizational Capacity

a) PERSONNEL MANAGEMENT

i) Physical Office. It is not mandatory that the Offeror have an office in

Hawai‘i.

ii) Organizational chart of proposed staffing, including position titles, names, lines of responsibility/supervision, and time allocation to the HTA account.

iii) Project Manager (“Key HTA Point of Contact”) to be assigned to the HTA account. List detailed qualifications, including experience, time with the organization, and resume/bio demonstrating qualifications related to this RFP.

• Additional Staffing. The Offeror shall identify other key members assigned to the HTA account. List detailed qualifications for each position (including experience, time with the organization, resume/bio demonstrating qualifications related to this RFP), proposed time allocation of staff, and their planned geographic locations. Staff:

Offeror will propose a number and FTE allocation for each staff member. See section ii) above.

Note:

The Offeror is expected to be fully staffed and operational to begin the implementation of the Visitor Assistance Program (VAP) for Maui County.

b) MINIMUM QUALIFICATIONS

To be considered for this contract, vendors must meet the following qualifications:

a) Experience: Minimum of ten (10) years of professional experience in providing visitor support and education services, disaster response, and/or emergency tourism liaison services.

b) Proven Expertise: Experience working with governmental agencies, tourism authorities, or non-profit organizations in the execution of programs focusing on visitor support and education services, disaster response, and/or emergency tourism liaison services.

c) Team of Professionals: Ability to deliver high-quality services through a team with expertise in communications, multi-stakeholder coordination, program management, data analysis, cultural sensitivity, and visitor education/tourism management.

6. Professional Experience

The Offeror shall provide a complete description of its relevant experience in visitor support and education services, disaster response, and/or emergency tourism liaison services, or related fields as described below:

a) Describe the Offeror’s experience.

b) Case Studies / Past Performance: Offeror shall provide no fewer than three (3) case studies or examples of previous work with providing visitor support and education services, disaster response, and/or emergency tourism liaison services, with measurable outcomes and results. Case studies or examples of previous work should illustrate the Offeror’s demonstrated capacity and efficiency through numerical data on project scope, volume of deliverables, and performance, as well as the successful application and impact of the Offeror’s program evaluation.

c) References

Contact information for at least three (3) references from clients who can speak to the quality of the vendor’s past work and results on similar projects.

7. Proposed Approach and Work Plan

The Offeror shall provide a concise, detailed description of the approaches, methodology, deliverables, and other efforts to fulfill the scope of work outlined above.

The proposal shall also include a detailed work plan including milestones, start and end dates.

8. Budget and Cost Proposal

A proposed detailed budget for the project, which shall be tax inclusive, and shall cover the contract term.

The budget should have key services itemized (i.e., visitor support services, reporting, the number of hours per task, the rate of personnel, etc.). In addition, the combined amount of these budgets shall be shown as the total amount proposed for this project.

9. Offeror Checklist

Offeror must complete the checklist and submit all items noted on the form. See

Attachment 01 for details.

10. Proposal Transmittal Letter

On the Offeror’s business letterhead, include a transmittal letter to confirm that the

Offeror will comply with the requirements, provisions, terms, and conditions specified in this RFP. Offerors shall use the exact legal name registered with the Department of

Commerce and Consumer Affairs. The price shall be submitted on the transmittal letter and shall be the all-inclusive cost, including the GET.

The Offeror must certify that neither the Offeror nor its principals, employees, or agents of the Offeror are presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded from participation in this transaction by any governmental department or agency. If the Offeror cannot certify this statement, attach a written explanation for review by the State. If no debarment action exists, state no debarment on the transmittal letter.

This form must have an electronic signature, which is required before an award, if any, can be made. If unsigned, the offer will be automatically rejected. See Attachment 02 for details.

11. Corporate Resolution

On the Offeror’s business letterhead, include a copy of the corporate resolution or written authorization of the Offeror’s representative to sign this proposal and contract, if awarded. See Attachment 03 for details.

12. Standard Qualifications Questionnaire

The Offeror shall submit Attachment 04, Qualifications Questionnaire, in its entirety as part of its proposal. The Offeror shall respond to each question or item that is applicable to its organization or the scope of services under this RFP. For any question, item, or section that is not applicable, the Offeror shall indicate “N/A.” The Offeror shall not leave any question, item, or section blank or omit any portion of Attachment 07. The

Offeror is not required to provide information that is not applicable to its organization or the services requested under this RFP; however, the corresponding question, item, or section must be included in the submitted Attachment 07 and clearly marked “N/A.”

See Attachment 04 for the detailed questions and instructions.

13. Contractor References

The Offeror must use this form to provide three (3) references for previous work performed as the Prime Contractor and similar to this project. More recent and relevant performance typically has a greater impact on the confidence assessment than less current and less relevant projects. See Attachment 05 for details.

14. Subcontractor References

If Subcontractor(s) will be used for this contract, Offerors shall submit a Subcontractor

Reference form for each Subcontractor and ensure all requirements of the General

Conditions outlined in this RFP are followed. See Section 3.1.2 and Attachment 06 for details.

In addition, the Offeror shall attach to the Subcontractor References form a letter or statement from each Subcontractor, signed by a legally authorized representative, stating:

1. The general scope of work to be performed by the Subcontractor; and,

2. The Subcontractor’s willingness to perform the indicated work.

3. The number of years this Subcontractor has been used by your company, if applicable.

All subcontracts require HTA’s prior written approval. Requests for written approval to subcontract shall include:

1. An explanation of the need for the goods or services to be subcontracted;

2. A statement regarding the subcontractor’s qualifications to provide the goods or services;

3. A summary of the process used to procure the goods or services, including the material terms of bids or other responses to provide the goods or services; and

4. The reason(s) for the selection of the subcontractor, including information used to determine the reasonableness of the contract amount.

Note: Contractors are asked to include a force majeure clause in all their subcontracts where possible. Please use the same language as it appears in Special Provisions.

15. Confidential Information List (if applicable)

Offeror shall provide a list of all confidential information referenced in the Offeror’s proposal, including page numbers and sections. Material designated as confidential shall be readily separable from the proposal in order to facilitate inspection of the non-confidential portion of the proposal pursuant to HAR §3-122-46. If not applicable, offeror shall state so. (See Section 3.2.6) See Attachment 07 for details.

16. Conflict of Interest Disclosure & Attestation

Any person, including any actual or prospective Offeror shall act in good faith to practice purchasing ethics, and when applicable, display business integrity as a responsible offeror pursuant to HAR §3-131-1.02.

Offeror shall complete and sign the Conflicts of Interest questionnaire and disclose any current or anticipated business or personal relationships that may create an actual or apparent conflict of interest, including but not limited to other contracts with the HTA;

contracts with competitors of the HTA; and contracts with members of the travel and tourism industry within the State of Hawai‘i. See Attachment 08 for details.

17. Certificate of Vendor Compliance or Proof of Application for CVC

Offeror shall submit a copy of the Certificate of Vendor Compliance from Hawai‘i

Compliance Express or proof that one has been applied for from Hawai‘i Compliance

Express. (See Section 5.2)

3.2 PROPOSAL SUBMISSION

3.2.1 OFFEROR’S AUTHORITY TO SUBMIT AN OFFER

The State will not participate in determinations regarding an Offeror's authority to sell a product or service. If there is a question or doubt regarding an Offeror's right or ability to obtain and sell a product or service, the Offeror must resolve that question prior to submitting a proposal.

3.2.2 REQUIRED REVIEW

Before submitting a proposal, each Offeror must thoroughly and carefully examine this

RFP, any attachments, addenda, and other relevant documents to ensure the Offeror understands the requirements of the RFP. The Offeror must also become familiar with State, local, and Federal laws, statutes, ordinances, rules, and regulations that may affect the cost, progress, or performance of the work required.

Should the Offeror find defects and questionable or objectionable items in the RFP, the

Offeror must notify HTA in writing prior to the deadline for written questions as stated in

Section 1.4 RFP Schedule and Significant Dates, as may be amended. This will allow the issuance of any necessary corrections and/or amendments to the RFP by addendum and mitigate reliance on a defective solicitation and distribution of proposal(s) upon which award could not be made.

3.2.3 PROPOSAL PREPARATION COSTS

Any and all costs incurred by the Offeror in preparing or submitting a proposal shall be the Offeror’s sole responsibility whether or not any award results from this RFP. The State shall not reimburse such costs.

3.2.4 TAX LIABILITY

Work to be performed under this solicitation is a business activity taxable under HRS

Chapter 237 and, if applicable, taxable under HRS Chapter 238. Contractor is advised that it is liable for the Hawai‘i General Excise Tax (GET). If, however, an Offeror is a person exempt by the HRS from paying the GET and therefore not liable for the taxes on this solicitation, Offeror must state its tax-exempt status and cite the HRS chapter or section allowing the exemption.

Federal I.D. Number and Hawai‘i General Excise Tax License I.D. Offeror must submit its current Federal I.D. number and Hawai‘i General Excise Tax License I.D. number in the space provided on the Proposal Transmittal Letter, thereby attesting that the Offeror is doing business in the State and that Offeror will pay such taxes on all sales made in the

State.

3.2.5 PROPERTY OF STATE

All proposals become the property of the State of Hawai‘i.

3.2.6 CONFIDENTIAL INFORMATION

All government records are open to the public unless access is restricted by law.

Identification of confidential information shall be the sole responsibility of the offeror.

The Uniform Information Practices Act requires an agency to make a government record available for inspection and copying unless the agency can show that an exception to disclosure under Chapter 92F-13, HRS, authorizes the agency to restrict or deny access to that record.

All Offerors are advised that confidential information in a proposal, offer, specification, protest, or correspondence may be subject to disclosure. The State may only restrict or deny access to items deemed confidential pursuant to Chapter 92F, HRS. Any data submitted to the State that the Offeror wishes to remain confidential shall be clearly marked and readily separable from the submittal to facilitate eventual public inspection of the non-confidential portion of the submittal. Any page of an offeror’s submittal containing confidential information shall only include confidential information. In addition, Offeror shall provide a list of all confidential information referenced in the

Offeror’s proposal, including page numbers and sections in a separate attachment. See

Attachment 7 for details.

If an Offeror believes that any portion of a proposal, offer, specification, protest, or correspondence contains information that should be withheld from disclosure pursuant to

§ 92F-13 HRS, then the Offeror shall inform the Procurement Manager in writing and provide the Procurement Manager with justification to support the Offeror’s confidentiality claim at the time of submittal. Price is not considered confidential and will not be withheld; however, actual costs or pricing information enabling competitors to estimate profit margins and production costs may be marked as confidential. These include selling prices, inventory balances, profit margins, purchase activity, cost of goods, and freight charges.

Pursuant to §3-122-58, HAR, the head of the purchasing agency or designee shall consult with the Attorney General and make a written determination on any request for confidentiality in accordance with Chapter 92F, HRS. If the request for confidentiality is denied, such information shall be disclosed as public information unless the person appeals the denial to the Office of Information Practices in accordance with § 92F-15.5(a), HRS.

3.2.7 EXCEPTIONS

If an Offeror takes exception to any term, condition, specification, or other requirement listed in the RFP, the Offeror shall provide a written statement identifying:

• The specific RFP section to which the exception applies;

• The nature of the exception; and

• Any proposed alternative language or approach.

If no exceptions are taken, the Offeror shall so state in the proposal transmittal or cover letter.

Exceptions shall be considered in the evaluation of proposals. The State reserves the right, in its sole discretion, to determine whether any exception is material and whether the exception: (a) increases risk to the State, (b) inhibits the achievement of the objectives of the…