RFP # 6000002664 - request for proposals for performance of expert professional airport customer experience consulting (small business enterprises) services as requested on a “call-in” basis during 2025 through 2029 - open

The Port Authority of New York and New Jersey has issued RFP #6000002664 for Expert Professional Airport Customer Experience Consulting Services to be performed by Small Business Enterprises (SBEs) on a "call-in" basis during 2025-2029. The procurement seeks qualified consulting firms to provide comprehensive airport customer experience services, including strategy development, customer experience data analysis, performance indicator creation, market research, training program design, and technology recommendations. Proposing firms must demonstrate a minimum of three relevant projects within the last ten years and have at least two individuals with five years of comparable experience. The virtual pre-proposal meeting was held on February 6, 2025, with proposals due electronically through the Bonfire platform by 2:00 PM Eastern Time on February 20, 2025. Proposals will be evaluated on a pass/fail basis, considering both technical qualifications and cost, with firms required to be certified as a Small Business Enterprise by the Authority prior to the RFP due date.

The RFP includes specific diversity participation goals, mandating 20% participation by certified Minority Business Enterprises (MBEs), 10% for Women-owned Business Enterprises (WBEs), and 3% for Service-disabled Veteran-owned Business Enterprises (SDVOBs). Only firms directly solicited by the Authority may respond to this opportunity, with strict requirements for small business certification. The procurement emphasizes equal opportunity, ensuring no discrimination based on race, color, national origin, creed, sex, age, or disability. Comprehensive insurance requirements are specified, including commercial general liability ($2 million), automobile liability ($2 million), workers' compensation, professional liability, and technology errors and omissions insurance. Technical assistance is available via email at askforbids@panynj.gov or by phone at (212) 435-4600 for firms experiencing difficulties accessing the online documents. While specific contract value is not explicitly stated, the four-year agreement and comprehensive scope suggest a significant potential engagement for selected consulting firms.