RFP 26-17 Visitor Assistance Program - Hawai‘i Island

The Hawai'i Tourism Authority (HTA) is soliciting proposals through RFP 26-17 to establish and operate a Visitor Assistance Program (VAP) for Hawai'i Island that provides comprehensive crisis support services to visitors experiencing emergencies or adverse situations. The program will deliver integrated services including medical support coordination, law enforcement liaison, airline issue resolution, identification assistance, visitor information and education, emotional support, and health and safety prevention initiatives. Qualified firms or individuals must demonstrate at least ten years of professional experience in visitor support services, disaster response, or emergency tourism liaison services, with proven expertise working with governmental agencies or tourism authorities. Deliverables include direct visitor assistance with case management, emergency support services such as transportation and lodging, coordination with hospitals and consulates, stakeholder engagement and safety outreach, and accessible intake mechanisms for program administration. Proposals are due June 15, 2026 at 2:00 PM Hawai'i Standard Time through the Hawai'i State eProcurement System (HIePRO), with written questions due by May 22, 2026 at 2:00 PM HST. Evaluation will be based on experience and qualifications (20 points), proposed approach (40 points), past performance and case studies (20 points), references (5 points), and price (15 points). The contract will commence July 1, 2026 and conclude January 31, 2028, with potential extension for up to two additional one-year periods based on satisfactory performance.

This procurement does not identify set-aside designations for disadvantaged enterprises or restrictions limiting response to specific organizational types. No incumbent vendor or current contractor is identified, and the program requires contractors to establish new operational infrastructure including intake mechanisms, case management systems, and coordination protocols with law enforcement, medical facilities, and tourism industry partners. The fixed-price contract has a maximum compensation of $256,700.00 USD for the entire 19-month term, with the initial contract period (July 2026 through December 2026) not exceeding $78,500.00 and the second period (January 2027 through January 2028) not exceeding $178,200.00. Funding is derived from Hawai'i State General Funds, subject to legislative appropriation and availability. Selected contractors must obtain and maintain specified insurance coverage including commercial general liability ($1,000,000 per occurrence, $2,000,000 aggregate) and automobile liability ($1,000,000 per person, per accident), and must obtain a Certificate of Vendor Compliance or proof of application prior to contract execution.