Title
Secret Shopper Services and Americans with Disabilities Act Quality Monitoring RFP 23-0141 - Request for Award (Ordinance S-50651)
Description
Request to authorize the City Manager, or his designee, to enter into a contract with H2 Consulting Partners LLC to provide secret shopper services and Americans with Disabilities Act (ADA) quality monitoring at Phoenix Sky Harbor International Airport (PHX). Further request to authorize the City Controller to disburse all funds related to this item. The total value of the contract will be up to $300,000.
Summary
This contract will provide secret shopper services, as well as subject matter expertise in ADA compliance and disability-related issues to ensure PHX contractors and permittees operate in compliance with federal, state and local laws, City of Phoenix rules and regulations, and contractual requirements for the Aviation Department. Secret shoppers will assess and provide record of the passenger's transportation experience, contract compliance with airport rules and regulations, and quality of service, which will be used to improve the overall customer service at PHX.
Procurement Information
In accordance with Administrative Regulation 3.10, a Request for Proposal was issued. Two proposals were deemed responsive and responsible. An evaluation committee evaluated the proposals based on the following criteria with a maximum possible point total of 1,000:
Method of Approach (0-350 points)
Qualifications & Experience of Offeror (0-300 points)
Samples (0-200 points)
Pricing (0-150 points)
After reaching consensus, the evaluation committee recommends award to the following vendor:
H2 Consulting Partners LLC - 740 points
Contract Term
The contract will begin on or about April 1, 2024 for a three-year term with two one-year options to extend at the sole discretion of the Aviation Director, for a total five-year contract.
Financial Impact
The contract value will be up to $300,000 for the total five-year contract term.
Funding is available in the Aviation Department's budget.
Location
Phoenix Sky Harbor International Airport, 2485 E. Buckeye Road
Council District: 8
Department
Responsible Department
This item is submitted by City Manager Mario Paniagua and the Aviation Department.