Title
Contract Compliance Monitoring Services (Ordinance S-45405)
Description
Request to authorize the City Manager, or his designee, to enter into two separate contracts with Customer Service Experts, Inc. to provide contract compliance services for airport concessionaires and to audit ground transportation contractors for American with Disability Act (ADA) compliance. Both contracts will provide services for Phoenix Sky Harbor International Airport (PHX) in a total amount not to exceed $344,000 for the five-year aggregate contract terms. Further request authorization for the City Controller to disburse all funds related to this item.
Report
Summary
On June 20, 2018, City Council authorized the Aviation Department to issue a Request for Proposals (RFP) for Contract Compliance Monitoring Services. These services will ensure the Aviation Department's concession operators are in compliance with lease terms and ground transportation contracted service providers are in compliance with ADA requirements. Two separate contract groups were solicited in the RFP:
Group I
Will provide contract compliance monitoring to assist PHX in conducting customer service and quality control audits reflective of lease terms.
Group II
Will provide monitoring services to assist PHX in ensuring contracted ground transportation service providers and airport bus operators meet the ADA requirements and contractual obligations respectively.
Procurement Information
Request for Proposal (RFP) 18-030 was conducted in accordance with Administrative Regulation 3.10. Group I received one proposal and Group II received two proposals. The proposals were evaluated by an evaluation panel and scored by consensus based on the following criteria, with a point range of 0-1000:
- Qualification and Experience of Offeror (0 - 450 points).
- Approach to Scope of Service (0 - 350 points).
- Price Proposal (0 - 200 points).
The evaluation panel recommends Customer Service Experts, Inc. for contract award for Group I as the best value to the City based on the following consensus score for the top scoring proposer:
- Customer Service Experts, Inc.: 645 points.
The evaluation panel recommends Customer Service Experts, Inc. for contract award for Group II as the best value to the City based on the following consensus scores for the top two scoring proposers:
- Customer Service Experts, Inc.: 635 points.
- G&R Transit Solutions, Inc.: 258 points.
Contract Term
The initial three-year term of each contract will begin on or about March 1, 2019, with two one-year options to extend for a five-year aggregate contract term.
Financial Impact
The combined contract amounts will not exceed $344,000 for the five-year aggregate terms. Funds are available in the Aviation Department's operating budget.
Concurrence/Previous Council Action
This item was recommended for approval at the Aviation and Transportation Subcommittee meeting on Nov. 27, 2018, by a vote of 3-0.
Location
Phoenix Sky Harbor International Airport, 3400 E. Sky Harbor Blvd.
Council District: 8
Department
Responsible Department
This item is submitted by Deputy City Manager Deanna Jonovich and the Aviation Department.