RFP CO Virtual Bookstore UCO-1019.pdf

REQUEST FOR PROPOSALS

Issue Date: August 19, 2026 Proposal Submission Due:

September 10, 2026

3:00 PM EST

Designated Contact:

Deborah Tavera Director, Shared Services deborah.tavera@cuny.edu

UCO-1019

Virtual Bookstore Operations mailto:deborah.tavera@cuny.edu

Table of Contents

Part 1: Key Events, Dates, and Contract Term ______________________________________________________________ 6

Part 2: Proposer Qualifications and Requirements ___________________________________________________________ 8

Part 3: Project Objectives, Scope, and Specifications _________________________________________________________ 9

Part 4: Technical and Management Proposal Requirements (Proposal Volume II) __________________________________ 18

Part 5: Proposal Price Breakdown (Proposal Volume III) ______________________________________________________ 27

Part 6: Proposal Evaluation and Scoring ___________________________________________________________________ 32

Part 7: Terms and Conditions of Contract _________________________________________________________________ 32

Appendix A: Standard Clauses for New York State Contracts (June 2023) ________________________________________ 53

Appendix B: Information Security _______________________________________________________________________ 54

Appendix C: Artificial Intelligence Clauses for New York State Contracts _________________________________________ 55

Attachment A: Gender-Based Violence and the Workplace Certification _________________________________________ 56

Attachment B: Colleges and Their Population Statistics ______________________________________________________ 57

Attachment C: Contractor’s Responsibility When Proposing Former CUNY Employees ______________________________ 58

Attachment D: Representative List of Books _______________________________________________________________ 59

Attachment E: Reference Form _________________________________________________________________________ 60

Attachment F: Information Technology Performance Requirements ____________________________________________ 61

Attachment G: Proposer Information and Certifications ______________________________________________________ 76

Attachment H: Procurement Lobbying Act (PLA) Forms ______________________________________________________ 77

Attachment H: Procurement Lobbying Act (PLA) Forms (cont.) ________________________________________________ 78

Attachment I: Diversity Practices Questionnaire ____________________________________________________________ 79

Attachment J: Solutions Requirement Matrix ______________________________________________________________ 80

Form 5: Supplier Diversity (M/WBE/SDVOB) Utilization Plan and/or Supplier Diversity (MWBE/SDVOB) ________________ 81

Form 6: RFP Checklist _________________________________________________________________________________ 82

Part 8: Service Level Agreement_________________________________________________________________________ 83

Part 9: Supplier Diversity Provisions ______________________________________________________________________ 84

Part 10: RFP Requirements _____________________________________________________________________________ 85

FORMS THAT MUST BE SUBMITTED WITH THE PROPOSAL

Form 1: Proposer Information and Authorized Signature; Acceptance of Contract Terms; Proper Certifications; Confidential Information; Signed RFP Addenda; and References

Form 2: Offeror’s Affirmation of Understanding of And Agreement pursuant to State Finance Law § 139-j(3) and § 139-j(6)(b)

Form 3: Offeror’s Disclosure of Prior Non-Responsibility Determinations and Certification of Compliance with State Finance Law § 139-j and § 139-k

Form 4: Diversity Practices Questionnaire

Form 5: Supplier Diversity (M/WBE/SDVOB) Utilization Plan and/or Supplier Diversity (MWBE/SDVOB) Request for Waiver Form. Also see Supplier Diversity Provisions in Part 9.

Form 6: RFP Checklist

FORMS THAT CUNY MAY REQUIRE FROM THE PRESUMPTIVE AWARDEE

If required by CUNY, the Presumptive Awardee selected as a result of this solicitation (the “Presumptive Awardee”) shall complete, sign, and submit the following forms and certifications as described in Section 2.3.5 through 2.3.12 of Part 10 of this RFP.

Form 7: Executive Law Article 15-A – Minority and Women-Owned Business Enterprises and Equal Employment Opportunity Policy Statement

Form 8: Evidence in form and substance satisfactory to the University that the Contractor maintains workers’ compensation coverage and disability insurance coverage as required by the New York State Workers’ Compensation Law, or is exempt from this requirement

Form 9: New York State Vendor Responsibility Questionnaire (NYS VendRep)

Form 10: New York City Vendor and Principal Questionnaire (NYC PASSPort)

FORMS THAT THE CONTRACTOR MUST SUBMIT UPON REQUEST BY CUNY BEFORE, DURING AND AFTER THE

PROPOSED CONTRACT TERM

Form 11: CUNY Substitute W-9 Form

Form 12: Workforce Utilization Report

Form 13: Supplier Diversity (MWBE/SDVOB) Quarterly Contractor Compliance & Payment Report

Form 14: State Consultant Services – Contractor’s Planned Employment (Consultant Disclosure Form A)

Form 15: State Consultant Services Contractor’s Annual Employment Report (Consultant Disclosure Form B)

Form 16: Tax Law §5-a, Form ST-220-CA – Contractor Certification (Contractor to send to the University)

Form 17: Tax Law §5-a, Form ST-220-TD – Contractor Certification (Contractor to send to the State)

Form 18: Certified Weekly Payroll Report (for building services and public works contracts)

Form 19: Contractor’s Safety Protocol (prepared by the Contractor)

If requested by the University, an Accessibility Conformance Report (“ACR”) or a completed Voluntary Product Accessibility Template (“VPAT”) (If requested by University, MUST be submitted by Proposer, reviewed, verified, and accepted by CUNY prior to award of Contract, and Proposer MUST provide test temporary credentials for the appropriate University staff person to perform a test of the Services to ensure the Services meet the requisite accessibility standards).

[REMAINDER OF PAGE INTENTIONALLY LEFT BLANK]

CUNY Virtual Bookstore RFP

Part 1: Key Events, Dates, and Contract Term

1.1 Key Events and Dates

Action Date CUNY Issues RFP Written Questions Due (Round 1) Written Questions Due (Round 2) Proposal Submission Due Date and Time

August 19, 2026 August 24, 2026 August 28, 2026 September 10, 2026, 3:00 PM EST

Proposers are advised to read all sections of this RFP document carefully, with emphasis on all terms and conditions. By tendering a response to this solicitation, each Proposer agrees that it accepts all terms and conditions in the package without exception. If a Proposer requires clarification on, or seeks to propose an exception to, any of the terms and conditions contained in this RFP solicitation package, including to any of the terms and conditions to the form of contract in Part 7, then Proposer must make any and all such requests in writing as part of a submission of written questions prior to the Written Questions Due Dates listed above. Requests for revisions or exceptions will be evaluated on a case-by-case basis, and determinations will be published in an addendum to the RFP. Proposers are not to rely upon an exception agreed to for a prior contract award to govern the terms of this solicitation – all proposed exceptions must be introduced and incorporated via addendum issued specifically for this solicitation. A Proposer who submits requests for changes to the contract terms to the solicitation after the Written Questions Due Dates may result in the Proposer’s submittal being deemed non-responsive by the University and not considered for contract award. For the avoidance of doubt, the University will not consider any requests to revise the contract terms after the Proposal Submission Due Date, and the University will not consider any requests to revise the contract terms after tentative Contract Award.

CUNY reserves the right to amend any or all of the above dates and will issue such change in writing.

1.2 Designated Contact

In compliance with the Procurement Lobbying Law, the individual identified below is the Designated Contact for this Request for Proposals solicitation (this “RFP”) and may be contacted by email for all inquiries regarding this solicitation:

The City University of New York Attention: Deborah Tavera, Director Email deborah.tavera@cuny.edu

New York State Procurement Lobbying Law permits rejection of a Proposal if a Proposer has made any unauthorized contact during the Restricted Period. Multiple violations may lead to a Proposer's being debarred from future New York State procurements.

1.3 Proposal Due Location

For this solicitation, CUNY will accept proposals via email.

• Proposals submitted via email must include scans of original (wet) signatures and notarizations

• Submit three (3) separate PDF attachments clearly named: Volume I (Forms), Volume II (Technical Proposal), and Volume III (Proposal Price Breakdown)

• Email subject line: [Proposer Name] - Online Bookstore (Virtual Bookstore Operations) RFP

CUNY is not responsible for the delivery or submission of responses to this RFP (“Proposals”). Only Proposals sent and accepted by the Designated Contact shall be accepted. CUNY is not responsible for Proposals received after the deadline, regardless of the reason for lateness.

1.4 Contract Term and Number of Awards

The University anticipates awarding up to one (1) contract as a result of this RFP (the “Contract”), which will be awarded, if at all, to the responsible Proposer with the highest scoring Proposal (the “Contractor”) in accordance with the evaluation process outlined in Part 6 (such written determination by the University to a Proposer stating that the University has accepted a Proposal, a “Contract Award”).

The University reserves the right to determine the maximum amount of the Contract. provided that the rate(s) payable for the Services shall not exceed the rates established in the Contractor’s Proposal Price Breakdown (Part 5 of this RFP). The Contract will incorporate the requirements and terms of this RFP, the response to the RFP, and the negotiated and agreed upon terms between the Contractor and CUNY.

The Contract shall commence on the Effective Date set forth in the executed Agreement and shall remain in effect for an initial term of five (5) years (the “Initial Term”), unless earlier terminated in accordance with the terms and conditions of the Contract.

At the sole discretion of the University, the Contract may be renewed for one (1) additional term of three (3) years (the “First Renewal Option”) and thereafter for one (1) additional term of two (2) years (the “Second Renewal Option”), under the same terms and conditions as the Initial Term, subject to satisfactory Contractor performance, continued need, and the mutual execution of any required renewal documentation.

The Initial Term, together with any exercised Renewal Option(s), shall constitute the “Term” of the Contract.

[INTENTIONALLY LEFT BLANK]

Part 2: Proposer Qualifications and Requirements

Paragraph 1. Minimum Proposer Qualifications (Mandatory) The City University of New York (“CUNY” or the “University”) is seeking an appropriately qualified firm with experience in providing the Services are described in Part 3 below (the “Project”). To be considered for Contract Award, Proposer must meet all of the following minimum qualifications:

a. At least three (3) years of experience providing virtual bookstore operations to large, multi-site educational institutions comparable in size and scope to CUNY;

b. Verifiable operating history of at least five (5) years with at least three (3) higher education clients;

c. Demonstrated financial viability;

d. Demonstrated ability to support enterprise-scale usage, including environments comparable to at least 270,000 total users and a minimum of 15,000 concurrent users;

e. Compliance with the Payment Card Industry Data Security Standard (PCI DSS) and the Fair and Accurate Credit Transaction Act of 2003 (FACTA);

f. Compliance with the Americans with Disabilities Act (ADA), Sections 504 and 508 of the Rehabilitation Act, and Web Content Accessibility Guidelines (WCAG) 2.1 Level AA or higher, including ongoing compliance with applicable updates or successor standards during the term of the Contract. Proposer must demonstrate the ability to maintain accessibility compliance following system updates, enhancements, and content changes.

g. Demonstrated experience processing agency-based book vouchers and financial assistance programs, including vouchers from vocational rehabilitation agencies, veterans’ programs, and social service agencies, with responsibility for verification, coordination, invoicing, fulfillment, and reconciliation handled directly by the vendor.

h. Compliance with all mandatory requirements listed in Part 3.

i. Authorized to work in New York State.

Paragraph II. Non-Mandatory Proposer Qualifications N/A.

Paragraph III. Supplier Diversity Participation Goals CUNY has established participation goals for New York State certified Minority-Owned Business Enterprises (MBE), Women-Owned Business Enterprises (WBE), and Service-Disabled Veteran-Owned Businesses (SDVOB). The Contractor shall use good faith efforts to meet these participation goals.

Proposers may identify potential MWBE Subcontractors at: https://ny.newnycontracts.com/

Proposers may identify potential SDVOB Subcontractors at: https://ogs.ny.gov/veterans

Part 3: Project Objectives, Scope, and Specifications

Introduction and Background

CUNY seeks proposals from qualified firms to provide a digital-first Virtual Bookstore solution serving CUNY’s constituent colleges (the “Colleges”). The Virtual Bookstore will function as a comprehensive online course materials ecosystem that supports the academic mission of the University by providing students with access to required and recommended textbooks and related instructional materials in multiple formats, including new, used, digital, and rental options.

The selected Proposer shall deliver a solution that promotes affordability, transparency, accessibility, and timely availability of course materials, while supporting a modern learning environment through streamlined access to academic content and related educational resources.

The Proposer, if any, who is selected for Contract Award will be required to sign the University’s independent contractor agreement in the form substantially as attached hereto (Part 7) and as may be revised as required by the New York State Attorney General and the Office of the New York State Comptroller. This RFP, including all attachments and exhibits incorporated herein, shall, together with the Contractor’s Proposal and its attachments, comprise the Contract between the University and Contractor.

This resulting Contract, including all terms of this RFP, shall supersede any “click-through,” “click-wrap,” and all other electronically presented or posted End User License Agreements or other similar terms and conditions provided by Contractor or any parent or affiliate thereof. Furthermore, all such “click-through,” “click-wrap,” and all other electronically presented or posted End User License Agreements or other similar terms and conditions shall be void except to the extent included in Contractor’s Proposal in accordance with Part 4 of this RFP. The language of the RFP is directed at Contractor unless specifically stated otherwise. The RFP language and attachments are complementary, and what is called for by one shall be as binding as if called for by all. In the event of conflicting provisions within or among the specifications, and the terms and conditions, Contractor is obligated to seek clarification from University as soon as Contractor becomes aware of any conflicting provisions; in general, however, Contractor is obligated to provide the most expensive option, and the more specific provision will take precedence over the less specific; the more stringent will take precedence over the less stringent; and the more expensive item will take precedence over the less expensive item.

Contractor shall comply with all laws, regulations, rules, orders-including executive orders, requirements, and the like of federal, state, and local governments, courts, governmental authorities, legislative bodies, boards, agencies, commissions, and the like (“Law(s)”) with respect to this RFP and the resulting Contract. If there is a conflict between or among any laws and specific requirements of this RFP or Contract, then Contractor shall comply with the most stringent Law in each instance. By noting any specific Laws with particularity in this RFP or Contract or in any other prior or future communication, Contractor is not relieved of any obligation to comply with all Laws, and the University does not waive any rights it may have with respect to such compliance.

CUNY Overview

The City University of New York is the nation’s largest urban public university. Founded in New York City in 1847 as the Free Academy, CUNY currently comprises 26 institutions: 11 senior colleges, 7 community colleges, the William E. Macaulay Honors College at CUNY, and 7 graduate and professional schools.

CUNY serves more than 247,000 degree-credit students and 224,000 adult, continuing and professional education students, supported by a workforce of nearly 40,000 employees. Over the past six years, CUNY’s full-time equivalent (FTE) student population has grown at an average rate of approximately 5 percent.

Additional information regarding CUNY’s size, student population, and institutional diversity is available through the Office of Applied Research, Evaluation, and Data Analytics (OAREDA) at the following website: https://www.cuny.edu/about/administration/offices/oareda/.

CUNY Locations. CUNY’s 26 institutions are located throughout the five boroughs of New York City and include a mix of traditional and modern facilities. The University’s physical footprint includes more than 300 buildings encompassing nearly 26 million square feet of space, including state-of-the-art computer centers, science and language laboratories, gymnasiums, theaters, greenhouses, astronomy observatories, and other specialized academic facilities. A map of CUNY academic locations is provided below.

Senior Colleges

• Baruch College

• Brooklyn College

• The City College of New

York (includes the Sophie Davis School of Biomedical Studies)

• College of Staten Island

• Hunter College

• John Jay College of

Criminal Justice

• Lehman College

• Medgar Evers College

• New York City College of Technology

• Queens College

• York College

Community Colleges

• Borough of Manhattan Community College

• Bronx Community College

• Hostos Community College

• Kingsborough Community College

• LaGuardia Community College

• Queensborough Community College

• Stella and Charles Guttman Community College (formerly known as and noted as NCC on the map above)

Honors College and Graduate & Professional Schools http://www.cuny.edu/about/administration/offices/ira/ir.html

• Macaulay Honors College (Multiple Locations)

• The Graduate Center

• CUNY School of Law

• CUNY Graduate School of Journalism

• CUNY Graduate School of Public Health and Health Policy

• CUNY School of Professional Studies

• CUNY School of Medicine

• CUNY School of Labor and Urban Studies

3.1 Project Objectives and Scope

This Request for Proposals (“RFP”) addresses the Virtual Bookstore Operations, as summarized below. For purposes of this RFP, “Virtual Bookstore Operations” refers to the provision, implementation, and ongoing management of a digital bookstore platform and related services that support the discovery, adoption, procurement, fulfillment, and distribution of required and recommended course materials for all CUNY Colleges.

The University strongly believes in collaborative partnerships with all contracted firms. The services provided in the bookstore reflect upon the University as well as the selected Proposer.

As a result, the selected Proposer shall operate the virtual bookstore in a manner that presents a visible presentation of the academic quality and image of the University, while ensuring the level of service, accessibility and affordability of course materials leveraging the advantages of a digital-first model.

Contract Scope

Please refer to Attachment B for a list of all CUNY Colleges and their current population statistics for reference. These numbers are just for reference and are subject to change.

Rights and Responsibilities

The selected Proposer shall be granted the rights and responsibilities described in greater detail in the Terms and Conditions of Part 7, including:

• The exclusive right and responsibility to operate the official bookstore for each College through a Virtual Bookstore platform and to perform all associated Virtual Bookstore Operations necessary to meet the instructional and operational needs of the Colleges; and

• The non-exclusive right to provide course materials publishing services, including merchandise, the development and distribution of course packs and other instructional content, through the Virtual Bookstore

Exclusions and Exceptions

The scope of this RFP does not include the delivery of fully online academic courses or access to online academic libraries provided directly through instructional programs or institutional library systems.

The Proposer shall not use, sell, license, distribute, or otherwise disclose any personally identifiable information of Virtual Bookstore users, including but not limited to names, addresses, email addresses, telephone numbers, financial information, or transactional data, for any purpose other than performing Virtual Bookstore Operations as authorized under the Contract. All data use shall comply with applicable privacy and data operation laws, as further described in Part 7.

College student governments, student associations, and other recognized student organizations retain the right to independently conduct online or on-campus textbook exchanges, resale programs, or other student-led affordability initiatives for the benefit of their members.

CUNY reserves the right to independently implement or support initiatives intended to improve student access to affordable course materials, including but not limited to Open Educational Resources (OER), Zero Textbook Cost (ZTC) programs, inclusive access models, institutional licensing agreements, library supported course materials, digital content distribution programs, or partnerships with third-party providers.

Nothing in the resulting Contract shall limit or restrict CUNY’s ability to pursue independent affordability, access, instructional innovation, or academic resource initiatives intended to benefit students and faculty.

3.2 Technical Requirements

Proposals shall provide information detailing the bidder’s business and ability to provide the following services:

The Contractor shall provide the Virtual Bookstore through a secure, web-based platform that is fully compatible with CUNY’s enterprise technology environment, including CUNYFirst, Brightspace, and other systems used by the Colleges. The proposed solution must integrate with existing University systems without requiring material modifications to CUNY’s technology infrastructure, software environment, or enterprise architecture, except for limited configurations activities such as the development or modification of application programming interfaces (APIs) necessary to support the secure exchange of course, student, and faculty data required for Virtual Bookstore operations.

CUNYFirst is the University’s enterprise student information system, currently based on PeopleSoft Campus Solutions or successor platforms, and serves as a core system of record integrated with other University enterprise technologies. The Virtual Bookstore solution must support secure, standards-based integration with CUNYFirst and related systems through modern, cloud-based, API-enabled architecture. The proposed solution must utilize currently supported technologies and must be designed to accommodate future system enhancements or replacements without requiring significant changes to CUNY’s existing infrastructure.

3.2.1 Platform Functionality

The Virtual Bookstore platform shall provide functionality supporting the discovery, comparison, adoption, procurement, and fulfillment of required and recommended course materials.

3.2.2 Course Material Search and Discovery

The platform shall provide intuitive search functionality enabling faculty, students, and administrators to identify course materials using multiple search parameters, including:

• ISBN

• author

• course number

• title

• instructor name

• subject area Faculty users shall have the ability to view historical course material selections across CUNY for comparable courses covering at least the previous academic year and current academic year-to-date.

3.2.3 Student Ordering Experience

The platform shall provide a user-friendly ordering interface that includes:

• real-time inventory availability

• estimated delivery timelines prior to order submission

• order confirmation and tracking functionality

• digital fulfillment capability

• identification of Zero Textbook Cost (ZTC) and Open Educational Resources (OER) materials

• mobile-friendly interface supporting modern web browsers and mobile devices

3.2.4 Price Comparison Capability

The platform shall provide tools enabling users to compare pricing across multiple acquisition formats, including:

• new print

• used print

• digital access

• rental options

• subscription models

Comparisons must include pricing differences based on seller, format, and delivery costs.

3.2.5 OER and Zero Textbook Cost Identification

The platform shall provide functionality enabling the identification and display of Open Educational Resources (OER) and Zero Textbook Cost (ZTC) materials through custom labeling or messaging capabilities.

3.2.6 Used Book Marketplace

The platform shall provide a marketplace capability enabling students and other users to sell and purchase used textbooks directly from other users.

3.2.7 Buyback Capability

The platform shall support online buyback functionality enabling students to sell textbooks directly to the Contractor, including the provision of prepaid shipping labels where applicable.

3.2.8 Payment Processing

The platform shall support secure payment processing for:

• credit cards

• debit cards

• financial aid disbursements

• institutional purchase orders

• departmental charges

The platform shall comply with applicable payment card security standards.

3.2.9 Voucher Processing

The platform shall support processing of vouchers from third-party funding sources, including but not limited to:

• veterans’ programs

• workforce development programs

• social service agencies

• vocational rehabilitation programs

The Contractor shall be responsible for verification, invoicing, fulfillment, reconciliation, and issue resolution related to voucher transactions.

3.2.10 Course Pack Services

The Contractor shall provide course materials publishing services, including development and distribution of printed or digital course packs.

3.2.11 Shipping and Fulfillment

The platform shall allow shipment of materials to addresses designated by the purchaser or the Colleges.

The Contractor shall provide estimated delivery timelines prior to order submission.

CUNY prefers shipping costs to be included in pricing or otherwise minimized; however, alternative pricing structures may be proposed.

3.2.12 Customer Support

The Contractor shall provide:

• 24 hours per day, 7 days per week customer support

• live customer service support with access to a human representative

• extended service hours during peak academic periods, including registration

3.2.13 Analytics and Reporting

The platform shall provide real-time and on-demand analytics, including:

• sales reports

• fulfillment performance metrics

• voucher transaction tracking

• course material adoption analytics

• operational performance indicators

Sample reports must be included in the proposal.

3.2.14 Institutional Links

The platform shall provide configurable links to the Colleges’ websites and optional links to official institutional merchandise sites.

3.3. Technical Architecture Requirements

3.3.1 Platform Availability

The Virtual Bookstore platform shall be accessible 24 hours per day, 7 days per week, 365 days per year, except for scheduled maintenance periods communicated in advance.

The solution must support access via:

• modern web browsers

• mobile devices including smartphones and tablets

• mobile-optimized web interfaces or dedicated applications

3.3.2 System Integration

The solution must integrate with CUNY enterprise systems, including:

• CUNYFirst Student Information System

• learning management systems such as Brightspace

• identity management systems supporting single sign-on authentication

Integration shall allow students to identify required course materials at the time of course registration.

3.3.3 Authentication Requirements

The platform must support single sign-on integration with CUNY identity systems while also allowing secure direct login capability.

3.3.4 Scalability

The solution must support:

• approximately 270,000 users

• minimum 15,000 concurrent users

The Contractor shall demonstrate the ability to maintain performance levels under peak usage conditions.

3.3.5 Security Compliance

The solution must comply with CUNY information security requirements and applicable industry standards.

Contractor must adhere to published CUNY security policies and procedures.

3.3.6 Data Integration

The solution must support secure exchange of data between the Virtual Bookstore platform and CUNY systems using industry standard APIs or web services.

Data elements must include:

• ISBN

• author

• price

• copyright information

• course number

• course description

3.3.7 API Capability

The platform must provide industry standard API capabilities enabling secure and reliable data exchange.

3.3.8 High Availability and Disaster Recovery

The platform must include:

• redundant system architecture

• disaster recovery capability

• secondary hosting environment Contractor shall describe recovery time objectives and recovery point objectives.

3.3.9 Navigation Integration

The solution shall support user redirection back to CUNY websites following completion of transactions.

3.3.10 Accessibility Compliance

The platform must comply with:

• Americans with Disabilities Act (ADA)

• Section 504 and Section 508 of the Rehabilitation Act

• WCAG 2.1 AA standards or higher Accessibility compliance must be maintained throughout the Term.

3.3.11 Ongoing Accessibility Maintenance

Accessibility compliance must be maintained following system updates or enhancements.

Failure to maintain accessibility compliance may constitute a material breach of contract.

3.3.12 Accessibility Audits

Contractor shall conduct annual third-party accessibility audits evaluating compliance with WCAG 2.1 AA standards and provide audit reports and remediation plans.

3.3.13 Accessibility Testing

Contractor shall conduct user-centered accessibility testing with individuals with disabilities prior to implementation and following major system updates.

3.4 Operational Requirements

3.4.1 Account Management

Contractor shall designate an experienced account manager responsible for overall contract performance.

Contractor shall provide sufficient staffing resources to support the Colleges.

3.4.2 Financial Consideration

Contractor shall provide commissions or other financial considerations as negotiated.

3.4.3 Reporting Requirements

Contractor shall provide monthly reporting and on-demand access to sales and operational data.

Reports must support audit, reconciliation, and compliance monitoring.

3.4.4 Voucher Transaction Accountability

Contractor shall be responsible for the accuracy and timeliness of voucher processing.

Contractor shall indemnify CUNY for errors or failures associated with voucher transactions, subject to contractual terms.

3.4.5 Legal Compliance

Contractor shall comply with all applicable laws, regulations, and contractual requirements governing Virtual Bookstore operations.

[INTENTIONALLY LEFT BLANK]

Part 4: Technical and Management Proposal Requirements (Proposal Volume II)

CUNY desires a Proposer with organizational experience, size, qualifications and financial stability to maintain successful virtual bookstore operations throughout the contract duration. Proposers should be able to demonstrate their current capability and possess a record of successful past performance in providing substantially similar products and/or services as those specified in this RFP.

Within the technical proposals, Proposers shall include a comprehensive Technical and Management Proposal not exceeding 50 pages, excluding required attachments.

Submit three (3) separate PDF attachments clearly named: Volume I (Forms), Volume II (Technical Proposal), and Volume III (Proposal Price Breakdown).

4.1 Title page. Include the following information: Name, address and phone number of the Proposer including a contact person (also listed in the Cover Letter), and name of the person(s) who prepared the Proposal.

4.2 Table of Contents

4.3 Minimum Requirements. Provide evidence that Proposer meets the minimum requirements of this RFP, including:

4.3.1 Completed Attachment J: Solution Requirements Matrix.

4.3.2 A representative list on Attachment D of the types of books and other products that Proposer would make available at CUNY. Indicate the percentage discount off of publisher’s list price.

4.3.3 Evidence of Proposer’s financial viability, including one (1) copy of Proposer’s audited financial statements for each of the last three (3) years, including balance sheets, profit and loss statement and cash flow analyses. If the Proposer is a subsidiary of a larger organization, then only financial data pertinent to the subsidiary’s financial position is required. CUNY reserves the right to request additional financial information, if necessary, to establish the overall financial viability of the Proposer.

4.3.4 Evidence that Proposer has a minimum of three (3) years of successful business experience providing digital-first virtual bookstore, course materials distribution, and related academic retail services for large, multi-site higher education institutions, including at least three (3) higher education clients. Provide a list of Proposer’s current education clients. Using Attachment E, include at least five references from education clients, with a preference for references from large, multi-site, institutions.

4.3.5 Evidence that Proposer currently serves, or has the ability to serve, at least 270,000 users, including a minimum of 15,000 concurrent users, at the levels required by this RFP (see e.g., Sections 4.1.3, 4.1.4, and 4.1.8 in Part 7).

4.3.6 Evidence of PCI and FACTA compliance.

4.3.7 Evidence of compliance with the Americans with Disabilities Act (ADA), Sections 504 and 508 of the Rehabilitation Act, and Web Content Accessibility Guidelines (WCAG) 2.1 Level AA or higher, including ongoing compliance with applicable updates or successor accessibility standards during the contract term.

The Virtual Bookstore must allow individuals with disabilities to acquire the same information, engage in the same interactions, and enjoy the same services as individuals without disabilities, in an equally effective and integrated manner, with substantially equivalent ease of use.

Proposers shall provide a current WCAG 2.1 AA (or higher) Voluntary Product Accessibility Template (VPAT) and describe processes for maintaining accessibility compliance following system updates and enhancements.

Contractor shall engage a qualified third-party accessibility auditor to conduct an annual accessibility audit of the Virtual Bookstore platform. The audit must evaluate compliance with WCAG 2.1 Level AA (or successor standards) and Section 508 of the Rehabilitation Act. Contractor shall provide CUNY with a copy of the audit report within thirty (30) days of completion. If the audit identifies accessibility deficiencies, Contractor shall submit a remediation plan to CUNY within fifteen (15) days of the audit report, including specific corrective actions and a timeline for resolution not to exceed ninety (90) days. Contractor shall provide documentation confirming remediation completion. Failure to conduct required audits, provide timely reports, or remediate identified deficiencies may constitute a material breach of the Contract.

As part of acceptance testing prior to launch and following any major system updates or enhancements, Contractor shall conduct user-centered accessibility testing with individuals with disabilities, including CUNY students with disabilities where feasible and with appropriate coordination through CUNY's designated accessibility or disability services offices. Contractor shall document testing methodology, participant profiles (without personally identifiable information), findings, and any resulting modifications.

Testing results and documentation shall be provided to CUNY prior to final acceptance of the platform or any major update. CUNY reserves the right to participate in or observe user-centered testing sessions.

4.3.8 Evidence that the Proposer presently has sufficient resources, including staffing, systems, and inventory, to carry out the Contract, or a plan for obtaining such resources.

If the Proposer anticipates using subcontractors, provide details regarding the scope of services to be subcontracted and the names and addresses of all proposed subcontractors.

4.4 Company Profile. Provide an overview of Proposer, including the following:

4.4.1 A brief history of Proposer’s presence in the educational virtual bookstore industry and/or textbook marketplace, including revenue levels, number of current accounts, years in business, and number and make up of staff.

4.4.2 Former clients: Provide a list of education clients where Proposer’s services have been terminated (either by Proposer or by the client) within the past three (3) years.

Include the following information regarding these clients:

• Name and address of the company

• Name and title of client contact

• Telephone number of client contact

• Date and reason for termination

4.4.3 A description of Proposer’s internal administrative systems, including but not limited to, inventory control, reporting of sales, and internal audit.

4.4.4 A list of publishers with whom Proposer has copyright agreements and arrangements to secure permissions.

4.4.5 Evidence of Proposer’s data security practices, including information on what data is stored and how. Include both Proposer’s written data security policies and Proposer history of data breaches for the prior three years.

4.5 Management Profile. Provide (i) an organizational chart or short profile of Proposer’s management structure and (ii) a plan for administrative management and supervision of staffing required to carry out the services under this RFP. This should include a description of any regional or headquarters support and the resumes of key management personnel, including a proposed dedicated account manager, campus representatives and other employees who would be responsible for the Contract if it were awarded to Proposer. Resumes should include education, experience, background, specific professional accomplishments and any special qualifications.

4.6 Operations Proposal. Describe Proposer’s proposal for Virtual Bookstore Operations.

Include the following:

4.6.1 Ordering, Inventory and Buyback:

a. Number of titles offered.

b. List of publishers with whom Proposer has contracted to provide inventory.

c. Information regarding electronic books (ebooks) and other digital content including:

1. Information about how your company distributes and manages ebooks;

2. Technologies supported;

3. Licensing/rights management, including license terms, availability of perpetual licenses or ability to purchase to own (rather than license) content, and process for notifying students of license terms and policies, in particular expiration or termination of a license; and

4. Extent and availability of e-books.

d. Information regarding book rental programs, including:

1. Information about how your company distributes and manages rentals, including length of rental, ability to convert to purchase, and process for notifying students of rental terms and policies, in particular regarding expiration or termination of a rental; and

2. Extent and availability of rentals.

e. Process for ensuring sufficient inventory of all required course materials, including acquisition of new titles in a timely manner and the number of days from faculty member request to availability of book.

f. Policies for determining and acquiring a mix of new, used and rental books, with an emphasis on having the maximum number of quality used and rental books for each textbook order.

g. Buy back policy and on-campus presence for buyback periods.

4.6.2 Discuss Proposer’s faculty course material adoption and ordering process. Your response should include at a minimum the following:

a. how the process/tool assists faculty adoption based on quality and value;

b. how the process/tool allows faculty to access and compare textbooks, course materials and digital content across relevant samples. Provide a case example;

c. the ability to view what other faculty have used for similar or other courses;

d. the ability to copy course material data from one class to the next and one semester to the next;

e. the ability to include components of published course materials, such as one chapter from a textbook;

f. the ability for faculty to indicate their use of Open Educational Resources or other Zero

Cost materials;

g. ability of the College/Department Chair to restrict faculty to a predetermined list of approved materials;

h. efforts and outreach to faculty for information on required course materials and other materials and supplies;

i. description of reports and data that can be provided (e.g. purchase history by faculty member each semester) and whether such information would be accessible on-line, on-demand by a College; and

j. link to sample faculty adoption interface for review.

4.6.3 Discuss the Student/Purchaser Interface. Your response should include at a minimum the following:

a. description of the process a student would follow in order to locate and obtain course materials for a particular class, and link to a sample student/purchaser interface for review.

Provide a case example;

b. description of how students will access the free digital version of a text when a print, for cost version is available;

c. search capabilities;

d. availability of direct access to a peer-to-peer market of used books and description of process for using such market;

e. description of price aggregator software or similar tool that facilitates price comparisons and will allow students to make informed decisions regarding pricing and available book formats;

f. link to sample student/purchaser interface; and

g. description of the process a student would follow in order to return course materials for a particular class and link to a sample student/purchaser interface for review. Provide a case example.

4.6.4 Description of Course Pack and Other Services. Your response should include at a minimum the following:

a. custom course material (“course packs”) distribution process that addresses:

1. process for submission of course materials (digitally, physical photocopies, etc.);

2. ability to “print on demand” custom course packs;

3. process for obtaining 100% copyright clearance and permissions;

4. ability to pull content from multiple sources (e.g. chapters from different textbooks) to create a single package (e.g. course package);

5. a description of the pricing model for on-demand printing; and

6. on-line and telephone support for creation of course packets.

b. description of professional, trade, reference book, and general reading material services to be offered, including open-source content; and

c. description of other materials to be offered, such as art supplies, lab equipment, stethoscopes, etc.

4.7 Customer Policies and Procedures. Describe your company’s pricing, refund, shipping, discounting, etc. policies for all forms and formats of course materials and other materials and/or services available. If described elsewhere in the proposal, you may include a cross-reference.

Include the following:

4.7.1 mark-up and pricing policies, including whether your company proposes dynamic or fixed pricing and the advantage of the proposed pricing model;

4.7.2 payment methods;

4.7.3 delivery options, methods and costs;

4.7.4 shipping and return process and policies, including whether your company proposes to ship to the College campus, directly to customer address, or both;

4.7.5 buy-back policies, including guaranteed buy-back programs, and policies regarding condition of used materials;

4.7.6 policy of competitive pricing for textbooks (e.g. within 2% of a competitor on any textbook);

4.7.7 policy for replacing defective textbooks or other course materials;

4.7.8 any and all proposed discount programs to be offered on a regular basis for College staff, faculty, students, alumni;

4.7.9 methods and frequency of notifying customers of policies and procedures; and

4.7.10 methods that will ensure users are presented with the lowest cost textbook options inclusive of a Zero Cost option.

4.8 Support Services. Describe your company’s resources, systems and plans in each of the following areas:

4.8.1 marketing, merchandising and promotions, including specific plans for marketing the Virtual Bookstore to students and faculty at the initial rollout and thereafter on a regular basis, and incentives for faculty to upload course text/materials information;

4.8.2 on-line and on-site training for faculty and student users of the Virtual Bookstore, including a specific plan to market the Virtual Bookstore to students and faculty, training and incentives for faculty to upload course text/materials information, training for faculty to access on-line reports, and on-site presence during peak textbook ordering, return, and buyback periods;

4.8.3 customer satisfaction, including a description of efforts/features to reduce student costs and complaints. Provide a flow chart detailing the customer service process, responsiveness to questions and problems on orders, back orders, returns, partial shipment, claims, delivery problems and special handling on large rush orders;

4.8.4 support services, including policies for accepting and fulfilling special orders placed by customers; and

4.8.5 other resources, systems and plans you believe will be of value to CUNY.

4.9 Optional Services

4.9.1 Apparel and Other General Merchandise and Services. If your company proposes to offer apparel and other general merchandise and services, provide the following:

a. listing of the types of items and/or services proposed (e.g., apparel, school supplies, health and beauty aids, batteries, phone cards, greeting cards, etc.)

and an estimate of selection (size and number of brands) per item;

b. description of your company’s process for stocking and selling such items and services;

and

c. description of discounts (if any) for orders which combine books/course materials with merchandise purchases including combined shipping.

4.9.2 On-Campus Kiosk. If your company proposes to include an on-campus kiosk in order to provide some or all of the Virtual Bookstore Operations (a “Kiosk”), provide a complete description, including:

a. services to be available at the Kiosk.

b. Hours of operation.

c. Staffing, including part-time paid student interns

d. Equipment to be provided for efficient operation of the Kiosk, including point-of-sale (POS) equipment. Contractor’s POS system must manage inventory and inventory orders and provide a full and detailed accounting of sales from the Kiosk.

e. Provide a list, with quantity, brand and model number, of all equipment your company proposes to bring onto the Colleges’ campuses. Include complete manufacturer’s description, literature regarding any equipment proposed.

f. Describe your company’s program for preventative maintenance and regular replacement of worn, malfunctioning or damaged equipment.

g. Network requirements of the Kiosk, including bandwidth and firewall placements.

h. Plan for selling and utilizing environmentally friendly materials at the Kiosk.

Please include the following:

1. Sale of products made of recyclable or biodegradable materials;

2. Use of biodegradable bags and/or other means of reducing use of disposable plastic; and

3. Any additional measures your company will undertake to support a sustainable future, and/or reduction of carbon emissions.

4. Plan for the design, installation and furnishing of the Kiosk. Include a detailed description of the work, the dollar amount of the proposed investment (including a detailed budget) and the basis for cost estimates.

4.10 Transition Plan. Describe your company’s transition plan including estimate of time for each phase of the transition plan. Include a training schedule for faculty, administrators and students and the manner in which customers will be served beginning on the start date of the Contract. Indicate any resources you believe will be needed from the Colleges to assist you with the transition.

4.11 Additional Information. Provide any other information you believe will be helpful to the Selection Committee in evaluating your Proposal.

4.12 Volume II: Financial and Contract Proposal

4.12.1 The Proposer must submit to CUNY before the Proposal Due Date:

1. one electronic copy of its Volume II –Financial and Contract Proposal to deborah.tavera@cuny.edu

The PDF shall be clearly labeled with Proposer’s name and the words “CUNY Virtual Bookstore Operations RFP Part II – Financial and Contract Proposal.” PDF for Volume II must be separate from PDF for Volume I.

4.12.2 Contents of Financial and Contract Proposal.

4.12.2.1 Financial Proposal & Pricing. Provide a financial proposal with a detailed description of the commissions and other consideration and support offered by Proposer.