REQUEST FOR PROPOSAL - GOODS AND SERVICES

RFP 26-0367

VOLUNTEER AND GUEST SERVICES MANAGEMENT

CITY OF PHOENIX

AVIATION

2485 EAST BUCKEYE ROAD

PHOENIX, AZ

85034

RELEASE DATE: October 8, 2026

DEADLINE FOR QUESTIONS: October 26, 2026

RESPONSE DEADLINE: December 2, 2026, 3:00 pm

City of Phoenix

REQUEST FOR PROPOSAL - GOODS AND SERVICES

RFP 26-0367

Volunteer and Guest Services Management

1. INTRODUCTION

2. INSTRUCTIONS

3. SCOPE OF WORK

4. EVALUATION PROCESS

5. STANDARD TERMS AND CONDITIONS

6. SPECIAL TERMS AND CONDITIONS

7. DEFENSE AND INDEMNIFICATION

8. INSURANCE REQUIREMENTS

9. SUBMITTALS

10. PRICING PROPOSAL

Attachments:

A - Attachment A - Letter of Credit

B - Attachment B - Cash Deposit for Performance Guarantee

C - Attachment C - The Customer Service Compass Official Manual

D - Attachment D - Lost and Found Procedures for Terminal Information Counters

E - Attachment E - Airplane Pencil Top Eraser Specifications

F - Attachment F - Supplemental Terms And Conditions To All Airport Contracts

G - Attachment G - Aviation Only Sensitive Security Information Acknowledgement Form

H - Attachment H - Acceptance of Offer Form 2026

Request For Proposal - Goods and Services #RFP 26-0367 Title: Volunteer and Guest Services Management

1. Introduction

1.1. Contact Information

Michael Soto III

Aviation

Email: michael.soto@phoenix.gov

Phone: (602) 683-2670

1.2. Schedule of Events

The City of Phoenix (City), reserves the right to change dates, times, and locations, as necessary. The City does not always hold a Pre-Offer Conference or Site Visit. All times in the

Schedule of Events are Local Phoenix, AZ Time.

To request a reasonable accommodation or alternative format for any public meeting, please contact the Procurement Officer (Michael Soto III) at (602) 683-2670/Voice or 711/TTY, or michael.soto@phoenix.gov, no later than five (5) days prior to the meeting.

Solicitation Issue Date: October 8, 2026

Pre-Offer Conference (Non-Mandatory): October 20, 2026, 10:00am

To RSVP / register, please visit:

https://cityofphoenix.webex.com/weblink/reg ister/r0c8173499b5d0663f4b3c507fad56ac3

Written Inquiries Due Date: October 26, 2026, 2:00pm

Offer Due Date: December 2, 2026, 3:00pm

Public Offer Opening will begin at 3:00pm.

To attend virtually, please visit:

https://cityofphoenix.webex.com/cityofphoen ix/j.php?MTID=m0e27350d96b2e15002255

52e5c868295

Join by phone:

+1-415-655-0001 US Toll

Access code: 2330 753 6345

Please note: registration or RSVP to participate in the Pre-Offer Conference is required in order to obtain the Pre-Offer Conference meeting information. An Offeror who wishes to join the Pre-

Offer Conference for this Solicitation is required to register using the weblink or access code provided prior to the meeting. Upon completion of registration, the Pre-Offer Conference meeting information will be forwarded to the registered email address.

https://cityofphoenix.webex.com/weblink/register/r0c8173499b5d0663f4b3c507fad56ac3 https://cityofphoenix.webex.com/weblink/register/r0c8173499b5d0663f4b3c507fad56ac3 https://cityofphoenix.webex.com/cityofphoenix/j.php?MTID=m0e27350d96b2e1500225552e5c868295 https://cityofphoenix.webex.com/cityofphoenix/j.php?MTID=m0e27350d96b2e1500225552e5c868295 https://cityofphoenix.webex.com/cityofphoenix/j.php?MTID=m0e27350d96b2e1500225552e5c868295

2. Instructions

2.1. Description – Statement of Need

The City invites sealed offers for Volunteer and Guest Services Management.

The Effective Date of this Agreement will be upon final signature and recording by the City

Clerk’s department.

The Commencement Date of this Agreement will be on or about June 1, 2027, which will be on or after the Effective Date.

The term of this Agreement will be for 5 years, beginning on the Commencement Date, with no options to extend.

This solicitation is available through the City’s Procurement Portal. For technical support issues related to the City's Procurement Portal, Offeror may use the support bubble on the bottom right, or email procurement-support@opengov.com for any assistance. For other issues related to this solicitation please contact the procurement officer listed under Contact Information.

Notwithstanding the foregoing, this Agreement will terminate upon the earliest occurrence: by reaching the end of the term or termination pursuant to the provisions of this Agreement.

2.2. Preparation of Offer

All forms provided must be completed and submitted with the Offer. The signed and completed

Conflict of Interest and Transparency form must be included, or your Offer may be deemed non-responsive.

It is permissible to copy Submittal forms if necessary. Erasures, interlineations, or other modifications of the Offer must be initialed in original ink by the authorized person signing the

Offer. No offer will be altered, amended or withdrawn after the specified offer due date and time.

The City is not responsible for Offeror’s errors or omissions.

All time periods stated as a number of days will be calendar days.

It is the responsibility of all Offerors to examine the entire Solicitation and seek clarification of any requirement that may not be clear and to check all responses for accuracy before submitting an offer. Negligence in preparing an offer confers no right of withdrawal after due date and time. Offerors are strongly encouraged to:

A. Consider applicable laws and/or economic conditions that may affect cost, progress, performance, or furnishing of the products or services.

B. Study and carefully correlate Offeror’s knowledge and observations with the solicitation and other related data.

C. Promptly notify the City of all conflicts, errors, ambiguities, or discrepancies that Offeror has discovered in or between the Solicitation and other related documents.

D. The City does not reimburse the cost of developing, presenting or providing any response to this Solicitation. Offers submitted for consideration should be prepared mailto:procurement-support@opengov.com simply and economically, providing adequate information in a straightforward and concise manner. The Offeror is responsible for all costs incurred in responding to this

Solicitation. All materials and documents submitted in response to this Solicitation become the property of the City and will not be returned.

E. Offerors are reminded that the specifications stated in the Solicitation are the minimum level required and that offers submitted must be for products or services that meet or exceed the minimum level of all features specifically listed in this Solicitation. Offers offering less than any minimum specifications or criteria specified are not responsive and should not be submitted.

F. Offer responses submitted for products considered by the seller to be acceptable alternates to the brand names or manufacturer’s catalog references specified herein must be submitted with technical literature and/or detailed product brochures for the

City’s use to evaluate the products offered. Offers submitted without this product information may be considered as non-responsive and rejected. The City will be the sole judge as to the acceptability of alternate products offered.

G. Prices will be submitted on a per unit basis by line item, when applicable. In the event of a disparity between the unit price and extended price, the unit price will prevail unless obviously in error.

2.3. Fixed Offer Price Period

All offers shall be firm and fixed for a period of 240 calendar days from the Solicitation opening date.

2.4. Obtaining a Copy of the Solicitation and Addenda

Interested Offerors may download the complete solicitation and addenda from the City's

Procurement Portal: https://procurement.opengov.com/portal/phoenix/projects/272569. Any interested Offerors without internet access may obtain this Solicitation by calling the

Procurement Officer or picking up a copy during regular business hours at the City of Phoenix, Aviation Headquarters, 2485 East Buckeye Road, Phoenix, Arizona 85034. It is the Offeror’s responsibility to check the City's Procurement Portal, read the entire Solicitation, and verify all required information is submitted with their Offer.

2.5. Exceptions

Offeror must not take any exceptions to any terms, conditions or material requirements of this

Solicitation. Offers submitted with exceptions may be deemed non-responsive and disqualified from further consideration in the City’s sole discretion. Offerors must conform to all the requirements specified in the Solicitation. The City encourages Offerors to send inquiries to the

Procurement Officer rather than including exceptions in their Offer.

2.6. Inquiries

All questions that arise relating to this solicitation should be directed via the City’s OpenGov

Procurement Portal and must be received by the due date indicated in the Schedule of Events.

The City will not consider questions received after the deadline.

https://procurement.opengov.com/portal/phoenix/projects/272569

No informal contact initiated by Offerors on the proposed service will be allowed with members of City’s staff from date of distribution of this Solicitation until after city council awards the contract. All questions concerning or issues related to this Solicitation must be presented in writing.

The Procurement Officer will answer written inquiries in an addendum and publish any addenda on the City’s OpenGov Procurement Portal.

2.7. Addenda

The City of Phoenix will not be responsible for any oral instructions made by any employees or officers of the City of Phoenix regarding this Solicitation. Any changes will be in the form of an addendum. The Offeror must acknowledge receipt of any/all addenda through the City's

Procurement Portal.

Changes to terms and conditions of the Solicitation and resulting Agreement made pursuant to an addendum shall be memorialized in the Solicitation and resulting Agreement document. To that end, a parenthetical will be added to applicable provision(s) referencing the addendum that imposed the change. The language in the final provision will reflect the updated version.

2.8. Business in Arizona

The City will not enter contracts with Offerors [or any company(ies)] not granted authority to transact business, or not in good standing, in the state of Arizona by the Arizona Corporation

Commission, unless the Offeror asserts a statutory exception prior to entering a contract with the City.

2.9. Licenses

If required by law for the operation of the business or work related to this Offer, Offeror must possess all valid certifications and/or licenses as required by federal, state or local laws at the time of submittal.

2.10. Certifications

By signature in the Offer section of the Offer and Acceptance page(s), Offeror certifies:

• The submission of the Offer did not involve collusion or other anti-competitive practices.

• The Offeror must not discriminate against any employee, or applicant for employment in violation of Federal or State Law.

• The Offeror has not given, offered to give, nor intends to give at any time hereafter, any economic opportunity, future employment, gift, loan, gratuity, special discount, trip, favor, or service to a public servant in connection with the submitted Offer.

2.11. Submission of Offer

Offers must be in possession of the Aviation Department on or prior to the exact time and date indicated in the Schedule of Events. Late offers will not be considered. The prevailing clock will be the Aviation Department’s clock.

Offers should be submitted electronically via the City’s Procurement Portal by clicking on “Draft

Response” via https://procurement.opengov.com/portal/phoenix/projects/272569. Offerors that are unable to submit electronically should contact the Procurement Officer to discuss the logistics of hard copy submittals. Offerors must be registered with OpenGov by signing up via https://procurement.opengov.com/signup. Vendor training guides can be found at: https://opengov.my.site.com/support/s/article/ca6d1285-1e48-4a21-bb0d-715edb7794ed

Any original documents (such as bonds, guaranties, powers of attorney), if required by the

Solicitation, must be separately delivered to and received by the City on or prior to the exact time and date indicated in the Schedule of Events, with a clear indication of the Offer for which it is attributed.

It is the responsibility of the Offeror to ensure that the Offer is timely and to confirm that there are no technical reasons that any offer submitted electronically may be delayed. The date and time on the upload as received/stamped by the City’s Procurement Portal will provide proof of submission and verification whether the Offer was received on or prior to the exact time and date indicated in the Schedule of Events.

For technical assistance with submittals, vendors are welcome to use the OpenGov support chat (blue chat bubble in the bottom right corner) to connect with a member of OpenGov's support team who will be able to assist you with your submission.

Please DO NOT submit links to Google Docs, Dropbox Paper, or similar services. Your offer may be deemed non-responsive if your offer is supplied utilizing these services.

2.12. Withdrawal of Offer

At any time prior to the Solicitation due date and time, an Offeror (or designated representative) may withdraw the Offer by clicking “Unsubmit Response” on the Offer submission via the City’s

Procurement Portal.

2.13. Offer Results

Offer openings will take place on their designated date and time indicated in the Schedule of

Events, through remote video and telephone conference with the link and dial-in phone number below:

Meeting Link https://cityofphoenix.webex.com/cityofphoenix/j.php?MTID=md961ad1cf8e3bd7bf75aace8eb21 cce6

Join by phone:

+1-415-655-0001 US Toll

Access code:

2336 229 8355

The name of each Offeror will be read. Offers are not available for public inspection until after the City has posted the award recommendation on the City's Procurement Portal.

https://procurement.opengov.com/portal/phoenix/projects/272569 https://procurement.opengov.com/signup https://opengov.my.site.com/support/s/article/ca6d1285-1e48-4a21-bb0d-715edb7794ed https://cityofphoenix.webex.com/cityofphoenix/j.php?MTID=md961ad1cf8e3bd7bf75aace8eb21cce6 https://cityofphoenix.webex.com/cityofphoenix/j.php?MTID=md961ad1cf8e3bd7bf75aace8eb21cce6

The City will post the Offeror’s name on the City's Procurement

Portal: https://procurement.opengov.com/portal/phoenix/projects/272569 within five business days of the offer opening. Offers are not available for public inspection until after the City has posted the award recommendation on the City's Procurement Portal. Once the City has reviewed the offers, the City will post an award recommendation on the City's Procurement

Portal. The City will not provide any further notification to unsuccessful Offerors.

2.14. Minimum Qualifications

The qualified and responsive Offeror must meet all minimum qualifications listed below. Should an offeror fail to meet one of the minimum qualifications identified, the Offer will be disqualified as non-responsive.

A. Offeror certifies that it has a minimum of three (3) years' experience providing volunteer management services or guest services management or both as part of normal business activities within the past five (5) years.

2.15. Certificates of Insurance

Upon notification of a recommended award, the Offeror will have 90 calendar days to submit a complete Certificate of Insurance in the minimum amounts and the coverages as required in the

Insurance Requirements of this Solicitation. Insurance requirements are non-negotiable.

2.16. Award of Contract

Unless otherwise indicated, award(s) will be made to responsive, responsible Offeror(s) who are regularly established in the service, or providing the goods, contained in this Solicitation and who have demonstrated the ability to perform in an acceptable manner.

A. Factors that may be considered by the City include:

1. Technical capability of the Offeror to accomplish the scope of work required in the

Solicitation. This may include performance history on past and current government or industrial contracts; and,

2. Demonstrated availability of the necessary manpower (both supervisory and operational personnel) and necessary equipment to accomplish the Scope of Work in the Solicitation; and,

3. Safety record; and,

4. Offeror history of complaints and termination for convenience or cause.

B. Notwithstanding any other provision of this Solicitation, the City reserves the right to: (1) waive any immaterial defect or informality; or (2) reject any or all offers or portions thereof; or (3) reissue a Solicitation.

C. A response to a Solicitation is an offer to contract with the City based upon the terms, conditions, and specifications contained in the City’s Solicitation. Offers do not become contracts until they are executed by the Deputy Aviation Director or Department Director.

A contract has its inception in the award, eliminating a formal signing of a separate https://procurement.opengov.com/portal/phoenix/projects/272569 contract. For that reason, all of the terms, conditions and specifications of the procurement contract are contained in the Solicitation, and in any addendum or contract amendment.

2.17. Solicitation Transparency Policy

Commencing on the date and time a Solicitation is published, potential or actual Offerors or respondents (including their representatives) shall only discuss matters associated with the

Solicitation with the Mayor, any members of City Council, the City Manager, any Deputy City

Manager, or any department director directly associated with the Solicitation (including in each case their assigned staff, except for the designated Procurement Officer) at a public meeting, posted under Arizona Statutes, until the resulting contract(s) are awarded to all offers or responses are rejected and the Solicitation is cancelled without any announcement by the

Procurement Officer of the City’s intent to reissue the same or similar Solicitation.

As long as the Solicitation is not discussed, Offerors may continue to conduct business with the

City and discuss business that is unrelated to the Solicitation with the City staff. Offerors may not discuss the Solicitation with any City employees or evaluation panel members.

Offerors may discuss their Offer or the Solicitation with the Mayor or one or more members of the Phoenix City Council, provided such meetings are scheduled through the Procurement

Officer, and are posted as open meetings with the City Clerk at least 24 hours prior to the scheduled meetings. The City Clerk will be responsible for posting the meetings. The posted notice shall identify the participants and the subject matter, as well as invite the public to participate.

With respect to the selection of the successful Offerors, the City Manager and/or City Manager's

Office will continue the past practice of exerting no undue influence on the process. In all

Solicitations of bids and Offers, any direction on the selection from the City Manager and/or City

Manager's Office and Department Head (or representative) to the proposal review panel or selecting authority must be provided in writing to all prospective Offerors.

This policy is intended to create a level playing field for all Offerors, assure that contracts are awarded in public, and protect the integrity of the selection process. OFFERORS THAT

VIOLATE THIS POLICY SHALL BE DISQUALIFIED. After official Notice is received by the City for disqualification, the Offeror may follow the Protest process, unless the Solicitation is cancelled without notice of intent to re-issue.

“To discuss” means any contact by the Offeror, regardless of whether the City responds to the contact. Offerors that violate this policy will be disqualified until the resulting contract(s) are awarded, or all offers or responses are rejected and the Solicitation is cancelled without any announcement by the Procurement Officer of the City’s intent to reissue the same or a similar

Solicitation. The City interprets the policy as continuing through a cancellation of a Solicitation until Council award of the contract, as long as the City cancels with a statement that the City will rebid the Solicitation.

2.18. Protest Process

Offeror may protest the contents of a Solicitation no later than seven days before the Solicitation deadline when the protest is based on an apparent alleged mistake, impropriety or defect in the

Solicitation. Protests filed regarding the Solicitation may be addressed by an amendment to the

Solicitation or denied by the City. If denied, the opening and award will proceed unless the City determines that it is in the City’s best interests to set new deadlines, amend the Solicitation, cancel or re-bid.

Therefore, unless otherwise notified by a formal amendment, the Protester must adhere to all

Solicitation dates and deadlines, including timely filing of an offer, regardless of filing a protest.

Offeror may protest an adverse determination issued by the City regarding responsibility and responsiveness, within seven days of the date the Offeror was notified of the adverse determination.

Offeror may protest an award recommendation if the Offeror can establish that it had a substantial chance of being awarded the contract and will be harmed by the recommended award. The City will post recommendations on the City’s Procurement Portal to award the contract(s) to an Offeror(s). Offeror must submit award protests within seven days after the posting of the award recommendation, with exceptions only for good cause shown, within the

City’s full and final discretion.

All protests will be in writing, filed with the Procurement Officer identified in the Solicitation and include the following:

• Identification of the Solicitation number;

• The name, address and telephone number of the protester;

• A detailed statement describing the legal and factual grounds for the protest, including copies of relevant documents;

• The form of relief requested; and

• The signature of the protester or its authorized representative.

The Procurement Officer will render a written decision within a reasonable period after the protest is filed. The City will not request City Council authorization to award the contract until the protest process is complete. All protests and appeals must be submitted in accordance with the

City’s Procurement Code, (Phoenix City Code, Ch. 43) and any protests or appeals not submitted within the time requirements will not be considered. Protests must be filed with the

Procurement Officer.

2.19. Public Record

All Offers submitted in response to this Solicitation will become the property of the City and become a matter of public record available for review pursuant to Arizona State law. If an

Offeror believes that a specific section of its Offer response is confidential, the Offeror will isolate the pages marked confidential in a specific and clearly labeled section of its Offer response. An Offeror may request specific information contained within its Offer is treated by the

Procurement Officer as confidential provided the Offeror clearly labels the information

“confidential.” To the extent necessary for the evaluation process, information marked as

“confidential” will not be treated as confidential. Once the procurement file becomes available for public inspection, the Procurement Officer will not make any information identified by the

Offerors as “confidential” available to the public unless necessary to support the evaluation process or if specifically requested in accordance with applicable public records law. When a public records request for such information is received, the Procurement Officer will notify the

Offeror in writing of any request to view any portion of its Offer marked “confidential.” The

Offeror will have the time set forth in the notice to obtain a court order enjoining such disclosure.

If the Offeror does not provide the Procurement Officer with a court order enjoining release of the information during the designated time, the Procurement Officer will make the information requested available for inspection.

2.20. Late Offers

Late Offers must be rejected, except for good cause. If a late Offer is submitted, the Department will document the date and time of the submittal of the late Offer, keep the Offer and notify the

Offeror that its Offer was disqualified for being a late Offer.

2.21. Right to Disqualify

The City reserves the right to disqualify any Offeror who fails to provide information or data requested or who provides materially inaccurate or misleading information or data. The City further reserves the right to disqualify any Offeror on the basis of any real or apparent conflict of interest that is disclosed by the Offer submitted or any other data or information available to the

City. This disqualification is at the sole discretion of the City. By submission of a Solicitation response, the Offeror waives any right to object now or at any future time, before any agency or body including, but not limited to, the City Council of the City or any court as to the exercise by the City of such right to disqualify or as to any disqualification by reason of real or apparent conflict of interest determined by the City. The City reserves the right to replace the disqualified

Offeror.

2.22. Bank's Letter of Commitment or Statement of Bonding Ability

Offerors must submit a signed letter from a bank or other financial institution evidencing the bank’s commitment to provide the Offeror, if successful, with a Letter of Credit (LOC) or Cash

Deposit specifically for the amount stated in Section 2.23 – Performance Guarantee. If submitting a Performance Bond, Offerors must submit a Statement of Bonding Ability from a bonding or insurance company stating that the Offeror can qualify for and procure the performance and/or payment surety in the amount required in Section 2.23 - Performance

Guarantee. Submittals received without the required bank’s letter of commitment or statement of bonding ability may be considered nonresponsive.

2.23. Performance Guarantee

Not later than the Effective Date of this Contract, Contractor shall deliver to City a performance guarantee in the amount of ten (10%) of the total annual Contract amount. Contractor must maintain the performance guarantee for the entire Term of this Contract. The performance guarantee secures payment of all fees and any other amounts owed by Contractor to the City under this Contract and secures the performance of all of the Contractor’s obligations under this

Contract. City will not pay interest to Contractor on the performance guarantee.

A. Adjustment to Performance Guarantee: City may increase the amount of the performance guarantee from time to time so that it is equal to or greater than three (3) months of operating fees paid to the City then in effect. City may increase the amount of the performance guarantee by giving Contractor at least thirty (30) days’ prior notice of the amount of the increase. The amount of the performance guarantee may be increased for any reason City deems appropriate, including (A) an increase of

Contractor’s financial obligations under this Contract, (B) Contractor’s failure to pay any fees, additional payment, or any other amount when due, or (C) Contractor’s financial condition changes to the extent that City is concerned about Contractor’s ability to perform under this Contract. Contractor shall pay to City the additional amount necessary to increase the performance guarantee upon notice from City.

B. Letter of Credit, Performance Bond, or Cash:

1. Letter of Credit: If the performance guarantee is in the form of an irrevocable standby letter of credit (LOC), the Contractor shall use the City’s LOC Form, attached hereto, and marked Attachment A. The LOC shall be issued by either: (1) a financial institution with counters in the Phoenix metropolitan area at which City may make draws on the LOC; or (2) a financial institution with headquarters in the

United States on which City may make telefacsimile draws. Unless City receives a written extension of the LOC in a form acceptable to City at least sixty (60) days before the end of the term of the LOC, City, without notice to Contractor, may draw upon the full amount of the LOC and retain all proceeds as a cash performance guarantee. Any changes to the Letter of Credit required provisions must be approved in advance by the Aviation Director.

2. Performance Bond: If the performance guarantee is in the form of a performance bond, the company issuing the surety must be authorized by the Insurance

Department of Arizona to transact business in the State of Arizona or be named on the approved listing of non-admitted companies. The surety company must be on the

United States Treasury Department Bureau of the Fiscal Service’s most recent approved List of Certified Companies (https://fiscal.treasury.gov/surety-bonds/list-certified-companies.html). If choosing a performance bond, Offerors must submit a

Statement of Bonding Ability with their offer from a bonding or insurance company stating that the Offeror can qualify for and procure the performance bond in the amount required in Section 2.23 - Performance Guarantee herein. Offers received without the required statement of bonding ability may be deemed nonresponsive.

3. Cash: If the performance guarantee is in the form of cash, the Contractor shall complete Attachment B - Cash Deposit for Performance Guarantee Form attached hereto and deliver the cash deposit to the address requested in Attachment B.

C. Duty to Restore: The Performance Guarantee insures the full and timely performance by Contractor of all its obligations under this Contract and is security for payment by

Contractor of all claims by City. City may draw on or make a claim against the performance guarantee if Contractor breaches or fails to perform under this Contract. If

City draws on or makes a claim against the performance guarantee, then Contractor, https://fiscal.treasury.gov/surety-bonds/list-certified-companies.html https://fiscal.treasury.gov/surety-bonds/list-certified-companies.html upon demand from City, shall replenish the performance guarantee to its previous amount within thirty (30) days of City’s draw or claim.

D. Return: After the expiration or earlier termination of this Contract, City will return the performance guarantee to Contractor less any fees, additional payment, or any other amount due to City.

2.24. Contract Award

The City reserves the right to award a contract by individual line items, by group, all or none, or any other combination most advantageous to the City. The City reserves the right to award multiple contracts.

2.25. Determining Responsiveness and Responsibility

Offers will be reviewed for documentation of minimum qualifications, completeness, and compliance with the Solicitation requirements. The City reserves sole discretion to determine responsiveness and responsibility.

Responsiveness: Nonresponsive Offers will not be considered in the evaluation process. The

Solicitation states criteria that determine responsiveness, and the Solicitation includes terms and conditions that if included or excluded from Offers (as the case may be) will render an Offer nonresponsive.

Exceptions, conditions, reservations, or understandings are presumed to be unacceptable, and an Offer that includes unacceptable exceptions, conditions, reservations, or understandings may be rejected as nonresponsive. Alternatively, the City in its sole discretion may instruct in writing that any Offeror remove the conditions, exceptions, reservations or understandings. If the Offeror fails to do so in writing, the City may determine the Offer to be nonresponsive.

Responsibility: To obtain true economy, the City must conduct solicitations to minimize the possibility of a subsequent default by the Contractor, late deliveries, or other unsatisfactory performance that may result in additional administrative costs. It is important that the Offeror be a responsible Contractor. Responsibility includes the Offeror’s integrity, skill, capacity, experience, and facilities for conducting the work to be performed.

The Procurement Officer will review each Offer to determine if the Offeror is responsible. The

City’s determination as to whether an Offeror is responsible will be based on all information furnished by the Offeror, interviews (if any), and information received from Offeror’s references, including information about Offeror’s history, terminations for convenience or cause, contract breach lawsuits or notices of claim and any other sources the City deems appropriate. Award of the Contract resulting from the Solicitation will not be made until any necessary investigation, which each Offeror agrees to permit by submitting its Offer, is made by the City as it deems necessary. A review of responsibility may occur up to contract award.

The Offeror’s unreasonable failure to promptly supply information about an inquiry with respect to responsibility may be grounds for a determination of non-responsibility with respect to such

Offeror.

2.26. Evaluation of Competitive Sealed Offers

The City will use its discretion in applying the following processes to this Solicitation. Any ties in scoring will be resolved with a best and final price request and the lowest price will prevail.

2.27. Detailed Evaluation of Offers and Determination of Competitive Range

During deliberations, the Evaluation Panel will reach a consensus score for each evaluation criterion except price. The Procurement Officer will score the price, which will be added to the overall consensus score. The overall consensus scores will determine the Offerors’ rankings and which offers are within the Competitive Range, when appropriate.

2.28. Offers Not Within the Competitive Range

The City may notify Offerors of Offers that the City determined are not in the Competitive

Range.

2.29. Discussions with Offerors in the Competitive Range

The City will notify each Offeror whose Offer is in the Competitive Range or made the ‘short list’ and provide in writing any questions or requests for clarification to the Offeror. Each Offeror so notified may be interviewed by the City and asked to discuss answers to written or oral questions or provide clarifications to any facet of its Offer. The Offerors in the competitive range may be required to provide a demonstration of their product.

Demonstrations - Offerors in the competitive range may be invited to construct a hands-on sample or presentation of their solution at the City of Phoenix. In addition, each finalist may prepare and deliver a presentation of their proposed solution based on the script developed by the evaluation panel. The City may also require a hands-on lab demonstration designed specifically for the evaluation panel. The results of the surveys will be tabulated and delivered to the evaluation team for the final review and solution selection session(s).

If an Offer in the Competitive Range contains conditions, exceptions, reservations or understandings to or about any Contract or Solicitation Scope requirement, the City may discuss or negotiate the conditions, exceptions, reservations or understandings during these meetings. But the City in its sole discretion may reject any and all conditions, exceptions, reservations and understandings, and the City may instruct any Offeror to remove the conditions, exceptions, reservations or understandings. If the Offeror fails to do so, the City may determine the Offer is nonresponsive, and the City may revoke its determination that the Offer is in the Competitive Range.

To the fullest extent permitted by law, the City will not provide any information, financial or otherwise, to any Offeror about other Offers received in response to this Solicitation. During discussions with Offerors in the Competitive Range, the City will not give Offerors specific prices or specific financial requirements that Offerors must meet to qualify for further consideration.

The City may state that proposed prices are too high with respect to the marketplace or otherwise unacceptable. Offerors will not be told of their relative rankings before Contract award.

2.30. Best and Final Offers (BAFO)

A BAFO is an option available for negotiations. Each Offeror in the Competitive Range, which is determined in the City’s sole discretion, may be afforded the opportunity to amend its Offer and make one BAFO.

If an Offeror’s BAFO modifies its initial Offer, the modifications must be identified in the BAFO.

The City will evaluate BAFOs based on the same requirements and criteria applicable to initial

Offers. The City will adjust appropriately the initial scores for criteria that have been affected by offer modifications made by a BAFO. Based on the criteria defined in the Solicitation as weighted, the City will then perform final scoring and prepare final rankings.

The Evaluation Panel will recommend the Offer that is the best value and most advantageous to the City based on the evaluation criteria.

The City reserves the right to make an award to an Offeror whose Offer is the highest rated, best value, and most advantageous to the City based on the evaluation criteria, without conducting written or oral discussions with any Offeror, without negotiations, and without soliciting BAFOs.

3. Scope of Work

3.1. Introduction

The City's Aviation Department Public Relations Division is seeking volunteer and guest services management and support at Phoenix Sky Harbor International Airport (PHX or Airport), as specified herein. Volunteer and guest services management will include but not be limited to:

1. Management of Airport volunteers including providing administrative and supervisory staff to support the 450+ Navigator Program volunteers by organizing and training volunteers for the Airport information counters and identified essential areas during

Airport business hours.

2. Management and training of the Navigator Chaplain program.

3. Management and training of the Teen Navigator program.

4. Management and training of the Navigator Buddies pet therapy program.

5. Providing support staff for the Airport's Compassion Corner where staff will provide assistance to Airport passengers utilizing the Sensory Room, visiting the Chapel, or needing special assistance.

6. Supporting stranded Airport passengers with various needs.

7. Distributing Compassion Cacti™ lanyards requested for special needs passengers.

8. Management of the Employee Connection Center, by providing staff to support

Airport employees seeking convenient access to PHX resources and amenities to support their workplace needs.

3.2. Positions

The Contractor will provide day-to-day operations and management of PHX's Volunteer

Programs and Guest Services. Positions include the following:

A. Manager – Directs the Assistant Manager, Coordinators, Supervisors, Receptionists and

GSRs.

B. Assistant Manager – Delivers training and assists with daily oversight of operations and staffing.

C. Supervisors – Directs GSRs in their daily operations at the Airport.

D. Coordinators – Will be located in the volunteer offices managing volunteers and helping with any program needs. Coordinators will also be located at the Employee Connection

Center and Compassion Corner, helping facilitate volunteer, employee, and passenger needs.

E. Guest Service Representatives (GSRs) – Will be located at guest service-related locations including, but not limited to terminals, Rental Car Center information counters, the Federal Inspection Services (FIS) facility, PHX Sky Train® terminal platforms, and overflow gate shuttle areas. GSRs will also fill in as rovers at various locations and runners for Lost & Found items. GSRs will also be asked to distribute brochures occasionally.

F. Receptionist – Will staff the front desk of the Badging Office and the front desk at

Aviation Department Headquarters.

3.3. Aviation Department Representative (ADR)

The ADR for this Contract is Misty Cisneros-Contreras. The ADR or her designee will have the sole discretion concerning the Contractor's performance under the Agreement, which includes monitoring the acceptability and quality of work. The ADR's contact information is misty.cisneros-contreras@phoenix.gov or 602-273-8888 and Contractor should contact her with any concerns or issues arising during the performance of the Agreement.

3.4. Applicable Laws and Standards

The Contractor must comply with all laws and accepted industry standards in all tasks performed. In addition, the Contractor will need to comply with Aviation Department guidelines as they pertain to insurance and security.

3.5. General Requirements

A. Contractor must provide all labor, supervision, materials, supplies, equipment, tools, employee scheduling and communication software, staff uniforms, Airport badges, staff parking, transportation, and methods of communication (smart phones) and, if required, additional miscellaneous services necessary to meet requirements of specified services through the term of the Contract.

B. Travel time to and from job sites will not be reimbursable. All mileage and travel costs, including per diem, must be included in the hourly rate quoted for labor.

C. Reimbursable labor hour(s) will begin when the Contractor clocks-in at the job site and terminates when the Contractor clocks-out from the job site.

D. All work performed under this Contract must exhibit exceptional customer service reflecting PHX’s standard as America’s Friendliest Airport® through skilled workers who are thoroughly trained, experienced, and properly badged.

E. The Contractor must hire from the pool of current Coordinators, Guest Service

Representatives, Receptionists and Supervisors who are employed by the current

Contractor and retain those employees for 90 calendar days. Existing Coordinators and

Guest Service Representatives who have worked at PHX have developed invaluable knowledge and experience regarding the volunteer program, PHX operations and the professional handling of conditions peculiar to the Airport, such as sudden influxes of customers at odd hours and intervals.

mailto:misty.cisneros-contreras@phoenix.gov

F. The Contractor may only interview employee candidates outside the pool of the current

Coordinators, Guest Service Representatives, and Supervisors when there are no longer any employees of the current contractor available to hire.

G. The Aviation Department may add or delete passenger services and support at any location. If services are added, the Contractor must perform these services as requested. The ADR or her designee will advise the Contractor of adding or deleting any services or locations within thirty (30) days' notice. All fees shall be per the existing fees in effect.

H. Contractor must be dedicated to providing exceptional customer service, while managing all volunteers and staff in an efficient and welcoming manner to meet the needs of passengers and customers.

I. Contractor must provide mail-back services to passengers and customers. Contractor must establish and maintain relationships with mailing service companies that will provide shipping materials and regular pick-ups for the mail-back program. This program allows passengers to mail small items back to themselves at three designated, staffed information counters. The passenger must fill out a form, which is placed with the item into a safe. The mailing services company picks up items on a weekly basis and will contact the passenger directly to discuss payment within one (1) week of pickup.

3.6. Standard Requirements

A. Contractor must furnish all staff necessary to provide the volunteer and guest services required by and in accordance with this Contract, including: the management and staffing of Coordinators, GSRs, Receptionists and Supervisors throughout Airport.

B. Contractor must prepare all staff schedules to ensure performance requirements are met under the Contract and must propose modifications to the schedules as appropriate.

Contractor must provide the ADR or her designee with staff schedules two weeks in advance of scheduled work. Should staff schedule changes occur, Contractor must notify the ADR or her designee in writing.

C. Scheduling and management software applications and other tools utilized by the

Contractor to perform the duties of this Contract are at Contractor’s expense. Contractor must provide Aviation Department guest service staff with software access rights as requested.

D. Contractor must be responsible for the conduct, schedule adherence, demeanor, and appearance of its entire staff in accordance with Attachment C - The Customer Service

Compass Official Manual. Contractor's employee uniforms and nametags must be accounted for in the Contractor Management Fee.

E. Contractor must provide continuous supervision of its staff. The City also reserves the right to conduct investigations and adherence checks of its own without notice to

Contractor to ensure Contractor’s compliance with the terms of this Contract.

F. Contractor must provide six (6) onboarding classes for new volunteers (Navigator, Navigator Buddy, and Navigator Chaplain) per year, unless otherwise authorized by

ADR or her designee in writing. The Contractor must provide refreshments that differ from the standard food and beverage items provided in volunteer offices for all onboarding classes of new volunteers. Contractor may not seek reimbursement for this expense; this expense must be accounted for in Contractor’s Management Fee.

G. Contractor will have to adapt to City reassignment of staffing in order to staff and provide support for special events, including Airport tours, emergency drills, Airport facility special events, change in operations or other non-routine events, projects or programs.

H. Contractor may be requested by the City to distribute customer notices, participate in marketing, research, promotion, advertising, public relations and public education programs and projects.

I. Contractor is prohibited from conducting marketing research and collecting demographic information from customers for its own business purposes.

J. Contractor staff may be required to provide special assistance to Airport customers who are stranded or distressed.

K. Contractor staff must not solicit or accept gratuities or gifts for any reason from customers, volunteers, tenants or other persons at the Airport.

L. Contractor must be responsible for its staff to adhere to the Aviation Department’s Lost &

Found policy in accordance with Attachment C - The Customer Service Compass

Official Manual. For any articles that are found on Airport property, Contractor will reference Attachment D - Lost and Found procedures for the Airport information counters. The Contractor is responsible for ensuring that staff consistently follow the

Aviation Department’s Lost & Found policy and procedures at Airport information counters. This includes handling the intake of items, recording each item in the Lost &

Found software and on required forms, thoroughly documenting all details, securely storing the lost property, and carrying out the process to return items to their rightful owners. The Lost & Found office will carry out routine audits to ensure all staff are adhering to proper tagging, software entry, and Return to Owner (RTO) documentation protocols.

M. Contractor must be responsible for scheduling, escorting, and paying musical artists from the Traveling Tunes music program. The Contractor may schedule up to six (6) performances per month for a cost not to exceed $300 per performance. This expense must be included in the Contractor’s Management Fee. The ADR or her designee will have sole discretion in approving all selections in this program.

N. Contractor must be responsible for scheduling, escorting, and paying community organizations for the Culture Corner program. The Contractor must schedule, at minimum, two (2) performances per month for a cost not to exceed $300 per performance. Contractor should also plan for the purchase of craft supplies for the

Culture Corner not to exceed $100 per month. These expenses must be included in the

Contractor’s Management Fee. The ADR or her designee will have sole discretion in approving all selections in this program.

O. Contractor must provide the ADR or her designee with its company policies and procedures manual that includes procedures regarding staff conduct. The manual must be kept current and on file always with the ADR or her designee.

P. On an annual basis, Contractor must have a third-party company perform secret shops, which must be incorporated into the Contractor's Management Fee. The secret shops will evaluate the level of service provided by the GSRs located at the information counters. Receptionists, Coordinators, and Supervisors secret shops will be performed by a Contractor's third-party company upon the request of the ADR or her designee. Each employee shall be shopped at least once during a one-year period. The secret shops must not be conducted all on the same day or time. The

Contractor must send the ADR or her designee secret shops reports, which must include full details (scores, time, date, and employee description) from the third-party conducting the secret shops. Documentation must include corrective action and other measures

Contractor plans to take based upon the data that is received. The expense for the secret shops must be accounted for in Contractor’s Management Fee. The ADR or her designee will have sole discretion in approving all details for secret shop reports.

Q. Contractor must procure airplane pencil top erasers or an equivalent giveaway item of equal value, in accordance with Attachment E – Airplane Pencil Top Eraser

Specifications, and must keep on-hand inventory fully stocked at all times for the term of the Contract. These will be Navigator Volunteer Program giveaways to small children.

Contractor will need prior ADR or her designee review/approval before procuring. The expense for these purchases must be accounted for in Contractor’s Management Fee.

R. Contractor is responsible for procuring items for two Activity Carts that are deployed into the terminals during delays or large events to elevate the…