RFP # 6000002324 - Request for Proposals for Performance of Expert Professional Airport Customer Experience Consulting Services during 2025 through 2029 -OPEN

The Port Authority of New York and New Jersey has issued Request for Proposals (RFP #6000002324) for Expert Professional Airport Customer Experience Consulting Services to be performed on a "call-in" basis during 2025 through 2029. The multi-award contract will involve nine distinct service categories, with firms providing consulting services including developing customer service strategies, conducting data analyses, creating customer experience performance indicators, researching best practices, developing marketing campaigns, and creating employee training programs. Proposing firms must demonstrate at least three relevant projects within the last ten years and have two individuals with minimum five-year experience performing comparable tasks. The virtual pre-proposal meeting is scheduled for September 17, 2024, at 10:00 AM Eastern Time, with proposals due on October 17, 2024, by 2:00 PM Eastern Time through the Bonfire online platform. Evaluation will be conducted on a pass/fail basis, considering technical qualifications and cost, with the potential for multiple firms to be awarded contracts and task orders distributed equitably.

The Port Authority has established specific diversity participation goals for this procurement, including 20% for Minority Business Enterprises (MBEs), 10% for Women-owned Business Enterprises (WBEs), and 3% for Service-disabled Veteran-owned Business Enterprises (SDVOBs). Compensation will be structured through a multiplier applied to actual salaries, with potential for task order lump sum arrangements. The RFP includes comprehensive insurance requirements, mandating $5 million in Commercial General Liability Insurance, $5 million in Automobile Liability Insurance, Workers' Compensation, and Professional Liability Insurance. A self-performing MWBE prime contractor can potentially satisfy both the MBE and WBE goals. Interested parties experiencing technical difficulties can contact the Port Authority at askforbids@panynj.gov or (212) 435-4600, with all addenda and updates to be posted on the Bonfire platform. While specific contract value is not explicitly stated, the four-year contract term and multi-category approach suggest a potentially significant procurement opportunity for qualified consulting firms specializing in airport customer experience services.