- Addenda
- Text
- procurement.opengov.com
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Privacy
- Due Text
- Wednesday, December 2, 2026 3:00pm
- Posted At
- Thu, Oct 8, 2026 2:21 PM
- Documents
- Volunteer_and_Guest_Services_Management.pdf, A - Attachment A - Letter of Credit, B - Attachment B - Cash Deposit for Performance Guarantee, C - Attachment C - The Customer Service Compass Official Manual, D - Attachment D - Lost and Found Procedures for Terminal Information Counters, E - Attachment E - Airplane Pencil Top Eraser Specifications, F - Attachment F - Supplemental Terms And Conditions To All Airport Contracts, G - Attachment G - Aviation Only Sensitive Security Information Acknowledgement Form, H - Attachment H - Acceptance of Offer Form 2026
- Numeric Id
- 272569
- Description
- The City of Phoenix invites sealed offers for Volunteer and Guest Services Management.
The Effective Date of this Agreement will be upon final signature and recording by the City Clerk’s department.
The Commencement Date of this Agreement will be on or about June 1, 2027, which is on or after the ordinance approved start date or the Effective Date, whichever is later.
The term of this Agreement will be for 5 years, beginning on the Commencement Date, with no options to extend.
This solicitation is available through the City’s Procurement Portal. For technical support issues related to the City's Procurement Portal, Offeror may use the support bubble on the bottom right, or email procurement-support@opengov.com for any assistance. For other issues related to this solicitation please contact the procurement officer listed under Contact Information.
Notwithstanding the foregoing, this Agreement will terminate upon the earliest occurrence: by reaching the end of the term including any extensions exercised, or termination pursuant to the provisions of this Agreement.
Timeline
Solicitation Issue Date:
October 8, 2026
Pre-Offer Conference (Non-Mandatory):
October 20, 2026, 10:00am
To RSVP / register, please visit:
https://cityofphoenix.webex.com/weblink/register/r0c8173499b5d0663f4b3c507fad56ac3
Written Inquiries Due Date:
October 26, 2026, 2:00pm
Offer Due Date:
December 2, 2026, 3:00pm
Public Offer Opening will begin at 3:00pm.
To attend virtually, please visit:
https://cityofphoenix.webex.com/cityofphoenix/j.php?MTID=m0e27350d96b2e1500225552e5c868295
Join by phone:
+1-415-655-0001 US Toll
Access code: 2330 753 6345
- Contact Phone
- 415-655-0001
- Document Text
- 1. Introduction
1.1. Contact Information
Michael Soto III
Aviation
Email: michael.soto@phoenix.gov
Phone: (602) 683-2670
1.2. Schedule of Events
The City of Phoenix (City), reserves the right to change dates, times, and locations, as necessary. The City does not always hold a Pre-Offer Conference or Site Visit. All times in the Schedule of Events are Local Phoenix, AZ Time.
To request a reasonable accommodation or alternative format for any public meeting, please contact the Procurement Officer (Michael Soto III) at (602) 683-2670/Voice or 711/TTY, or michael.soto@phoenix.gov, no later than five (5) days prior to the meeting.
Solicitation Issue Date: October 8, 2026
Pre-Offer Conference (Non-Mandatory): October 20, 2026, 10:00am
To RSVP / register, please visit:
https://cityofphoenix.webex.com/weblink/register/r0c8173499b5d0663f4b3c507fad56ac3
Written Inquiries Due Date: October 26, 2026, 2:00pm
Offer Due Date: December 2, 2026, 3:00pm
Public Offer Opening will begin at 3:00pm.
To attend virtually, please visit:
https://cityofphoenix.webex.com/cityofphoenix/j.php?MTID=m0e27350d96b2e1500225552e5c868295
Join by phone:
+1-415-655-0001 US Toll
Access code: 2330 753 6345
Please note: registration or RSVP to participate in the Pre-Offer Conference is required in order to obtain the Pre-Offer Conference meeting information. An Offeror who wishes to join the Pre-Offer Conference for this Solicitation is required to register using the weblink or access code provided prior to the meeting. Upon completion of registration, the Pre-Offer Conference meeting information will be forwarded to the registered email address.
2. Instructions
2.1. Description – Statement of Need
The City invites sealed offers for Volunteer and Guest Services Management.
The Effective Date of this Agreement will be upon final signature and recording by the City Clerk’s department.
The Commencement Date of this Agreement will be on or about June 1, 2027, which will be on or after the Effective Date.
The term of this Agreement will be for 5 years, beginning on the Commencement Date, with no options to extend.
This solicitation is available through the City’s Procurement Portal. For technical support issues related to the City's Procurement Portal, Offeror may use the support bubble on the bottom right, or email procurement-support@opengov.com for any assistance. For other issues related to this solicitation please contact the procurement officer listed under Contact Information.
Notwithstanding the foregoing, this Agreement will terminate upon the earliest occurrence: by reaching the end of the term or termination pursuant to the provisions of this Agreement.
2.2. Preparation of Offer
All forms provided must be completed and submitted with the Offer. The signed and completed Conflict of Interest and Transparency form must be included, or your Offer may be deemed non-responsive.
It is permissible to copy Submittal forms if necessary. Erasures, interlineations, or other modifications of the Offer must be initialed in original ink by the authorized person signing the Offer. No offer will be altered, amended or withdrawn after the specified offer due date and time. The City is not responsible for Offeror’s errors or omissions.
All time periods stated as a number of days will be calendar days.
It is the responsibility of all Offerors to examine the entire Solicitation and seek clarification of any requirement that may not be clear and to check all responses for accuracy before submitting an offer. Negligence in preparing an offer confers no right of withdrawal after due date and time. Offerors are strongly encouraged to:
Consider applicable laws and/or economic conditions that may affect cost, progress, performance, or furnishing of the products or services.
Study and carefully correlate Offeror’s knowledge and observations with the solicitation and other related data.
Promptly notify the City of all conflicts, errors, ambiguities, or discrepancies that Offeror has discovered in or between the Solicitation and other related documents.
The City does not reimburse the cost of developing, presenting or providing any response to this Solicitation. Offers submitted for consideration should be prepared simply and economically, providing adequate information in a straightforward and concise manner. The Offeror is responsible for all costs incurred in responding to this Solicitation. All materials and documents submitted in response to this Solicitation become the property of the City and will not be returned.
Offerors are reminded that the specifications stated in the Solicitation are the minimum level required and that offers submitted must be for products or services that meet or exceed the minimum level of all features specifically listed in this Solicitation. Offers offering less than any minimum specifications or criteria specified are not responsive and should not be submitted.
Offer responses submitted for products considered by the seller to be acceptable alternates to the brand names or manufacturer’s catalog references specified herein must be submitted with technical literature and/or detailed product brochures for the City’s use to evaluate the products offered. Offers submitted without this product information may be considered as non-responsive and rejected. The City will be the sole judge as to the acceptability of alternate products offered.
Prices will be submitted on a per unit basis by line item, when applicable. In the event of a disparity between the unit price and extended price, the unit price will prevail unless obviously in error.
2.3. Fixed Offer Price Period
All offers shall be firm and fixed for a period of 240 calendar days from the Solicitation opening date.
2.4. Obtaining a Copy of the Solicitation and Addenda
Interested Offerors may download the complete solicitation and addenda from the City's Procurement Portal: https://procurement.opengov.com/portal/phoenix/projects/272569. Any interested Offerors without internet access may obtain this Solicitation by calling the Procurement Officer or picking up a copy during regular business hours at the City of Phoenix, Aviation Headquarters, 2485 East Buckeye Road, Phoenix, Arizona 85034. It is the Offeror’s responsibility to check the City's Procurement Portal, read the entire Solicitation, and verify all required information is submitted with their Offer.
2.5. Exceptions
Offeror must not take any exceptions to any terms, conditions or material requirements of this Solicitation. Offers submitted with exceptions may be deemed non-responsive and disqualified from further consideration in the City’s sole discretion. Offerors must conform to all the requirements specified in the Solicitation. The City encourages Offerors to send inquiries to the Procurement Officer rather than including exceptions in their Offer.
2.6. Inquiries
All questions that arise relating to this solicitation should be directed via the City’s OpenGov Procurement Portal and must be received by the due date indicated in the Schedule of Events. The City will not consider questions received after the deadline.
No informal contact initiated by Offerors on the proposed service will be allowed with members of City’s staff from date of distribution of this Solicitation until after city council awards the contract. All questions concerning or issues related to this Solicitation must be presented in writing.
The Procurement Officer will answer written inquiries in an addendum and publish any addenda on the City’s OpenGov Procurement Portal.
2.7. Addenda
The City of Phoenix will not be responsible for any oral instructions made by any employees or officers of the City of Phoenix regarding this Solicitation. Any changes will be in the form of an addendum. The Offeror must acknowledge receipt of any/all addenda through the City's Procurement Portal.
Changes to terms and conditions of the Solicitation and resulting Agreement made pursuant to an addendum shall be memorialized in the Solicitation and resulting Agreement document. To that end, a parenthetical will be added to applicable provision(s) referencing the addendum that imposed the change. The language in the final provision will reflect the updated version.
2.8. Business in Arizona
The City will not enter contracts with Offerors [or any company(ies)] not granted authority to transact business, or not in good standing, in the state of Arizona by the Arizona Corporation Commission, unless the Offeror asserts a statutory exception prior to entering a contract with the City.
2.9. Licenses
If required by law for the operation of the business or work related to this Offer, Offeror must possess all valid certifications and/or licenses as required by federal, state or local laws at the time of submittal.
2.10. Certifications
By signature in the Offer section of the Offer and Acceptance page(s), Offeror certifies:
The submission of the Offer did not involve collusion or other anti-competitive practices.
The Offeror must not discriminate against any employee, or applicant for employment in violation of Federal or State Law.
The Offeror has not given, offered to give, nor intends to give at any time hereafter, any economic opportunity, future employment, gift, loan, gratuity, special discount, trip, favor, or service to a public servant in connection with the submitted Offer.
2.11. Submission of Offer
Offers must be in possession of the Aviation Department on or prior to the exact time and date indicated in the Schedule of Events. Late offers will not be considered. The prevailing clock will be the Aviation Department’s clock.
Offers should be submitted electronically via the City’s Procurement Portal by clicking on “Draft Response” via https://procurement.opengov.com/portal/phoenix/projects/272569. Offerors that are unable to submit electronically should contact the Procurement Officer to discuss the logistics of hard copy submittals. Offerors must be registered with OpenGov by signing up via https://procurement.opengov.com/signup. Vendor training guides can be found at: https://opengov.my.site.com/support/s/article/ca6d1285-1e48-4a21-bb0d-715edb7794ed
Any original documents (such as bonds, guaranties, powers of attorney), if required by the Solicitation, must be separately delivered to and received by the City on or prior to the exact time and date indicated in the Schedule of Events, with a clear indication of the Offer for which it is attributed.
It is the responsibility of the Offeror to ensure that the Offer is timely and to confirm that there are no technical reasons that any offer submitted electronically may be delayed. The date and time on the upload as received/stamped by the City’s Procurement Portal will provide proof of submission and verification whether the Offer was received on or prior to the exact time and date indicated in the Schedule of Events.
For technical assistance with submittals, vendors are welcome to use the OpenGov support chat (blue chat bubble in the bottom right corner) to connect with a member of OpenGov's support team who will be able to assist you with your submission.
Please DO NOT submit links to Google Docs, Dropbox Paper, or similar services. Your offer may be deemed non-responsive if your offer is supplied utilizing these services.
2.12. Withdrawal of Offer
At any time prior to the Solicitation due date and time, an Offeror (or designated representative) may withdraw the Offer by clicking “Unsubmit Response” on the Offer submission via the City’s Procurement Portal.
2.13. Offer Results
Offer openings will take place on their designated date and time indicated in the Schedule of Events, through remote video and telephone conference with the link and dial-in phone number below:
Meeting Link
https://cityofphoenix.webex.com/cityofphoenix/j.php?MTID=md961ad1cf8e3bd7bf75aace8eb21cce6
Join by phone:
+1-415-655-0001 US Toll
Access code:
2336 229 8355
The name of each Offeror will be read. Offers are not available for public inspection until after the City has posted the award recommendation on the City's Procurement Portal.
The City will post the Offeror’s name on the City's Procurement Portal: https://procurement.opengov.com/portal/phoenix/projects/272569 within five business days of the offer opening. Offers are not available for public inspection until after the City has posted the award recommendation on the City's Procurement Portal. Once the City has reviewed the offers, the City will post an award recommendation on the City's Procurement Portal. The City will not provide any further notification to unsuccessful Offerors.
2.14. Minimum Qualifications
The qualified and responsive Offeror must meet all minimum qualifications listed below. Should an offeror fail to meet one of the minimum qualifications identified, the Offer will be disqualified as non-responsive.
Offeror certifies that it has a minimum of three (3) years' experience providing volunteer management services or guest services management or both as part of normal business activities within the past five (5) years.
2.15. Certificates of Insurance
Upon notification of a recommended award, the Offeror will have 90 calendar days to submit a complete Certificate of Insurance in the minimum amounts and the coverages as required in the Insurance Requirements of this Solicitation. Insurance requirements are non-negotiable.
2.16. Award of Contract
Unless otherwise indicated, award(s) will be made to responsive, responsible Offeror(s) who are regularly established in the service, or providing the goods, contained in this Solicitation and who have demonstrated the ability to perform in an acceptable manner.
Factors that may be considered by the City include:
Technical capability of the Offeror to accomplish the scope of work required in the Solicitation. This may include performance history on past and current government or industrial contracts; and,
Demonstrated availability of the necessary manpower (both supervisory and operational personnel) and necessary equipment to accomplish the Scope of Work in the Solicitation; and,
Safety record; and,
Offeror history of complaints and termination for convenience or cause.
Notwithstanding any other provision of this Solicitation, the City reserves the right to: (1) waive any immaterial defect or informality; or (2) reject any or all offers or portions thereof; or (3) reissue a Solicitation.
A response to a Solicitation is an offer to contract with the City based upon the terms, conditions, and specifications contained in the City’s Solicitation. Offers do not become contracts until they are executed by the Deputy Aviation Director or Department Director. A contract has its inception in the award, eliminating a formal signing of a separate contract. For that reason, all of the terms, conditions and specifications of the procurement contract are contained in the Solicitation, and in any addendum or contract amendment.
2.17. Solicitation Transparency Policy
Commencing on the date and time a Solicitation is published, potential or actual Offerors or respondents (including their representatives) shall only discuss matters associated with the Solicitation with the Mayor, any members of City Council, the City Manager, any Deputy City Manager, or any department director directly associated with the Solicitation (including in each case their assigned staff, except for the designated Procurement Officer) at a public meeting, posted under Arizona Statutes, until the resulting contract(s) are awarded to all offers or responses are rejected and the Solicitation is cancelled without any announcement by the Procurement Officer of the City’s intent to reissue the same or similar Solicitation.
As long as the Solicitation is not discussed, Offerors may continue to conduct business with the City and discuss business that is unrelated to the Solicitation with the City staff. Offerors may not discuss the Solicitation with any City employees or evaluation panel members.
Offerors may discuss their Offer or the Solicitation with the Mayor or one or more members of the Phoenix City Council, provided such meetings are scheduled through the Procurement Officer, and are posted as open meetings with the City Clerk at least 24 hours prior to the scheduled meetings. The City Clerk will be responsible for posting the meetings. The posted notice shall identify the participants and the subject matter, as well as invite the public to participate.
With respect to the selection of the successful Offerors, the City Manager and/or City Manager's Office will continue the past practice of exerting no undue influence on the process. In all Solicitations of bids and Offers, any direction on the selection from the City Manager and/or City Manager's Office and Department Head (or representative) to the proposal review panel or selecting authority must be provided in writing to all prospective Offerors.
This policy is intended to create a level playing field for all Offerors, assure that contracts are awarded in public, and protect the integrity of the selection process. OFFERORS THAT VIOLATE THIS POLICY SHALL BE DISQUALIFIED. After official Notice is received by the City for disqualification, the Offeror may follow the Protest process, unless the Solicitation is cancelled without notice of intent to re-issue.
“To discuss” means any contact by the Offeror, regardless of whether the City responds to the contact. Offerors that violate this policy will be disqualified until the resulting contract(s) are awarded, or all offers or responses are rejected and the Solicitation is cancelled without any announcement by the Procurement Officer of the City’s intent to reissue the same or a similar Solicitation. The City interprets the policy as continuing through a cancellation of a Solicitation until Council award of the contract, as long as the City cancels with a statement that the City will rebid the Solicitation.
2.18. Protest Process
Offeror may protest the contents of a Solicitation no later than seven days before the Solicitation deadline when the protest is based on an apparent alleged mistake, impropriety or defect in the Solicitation. Protests filed regarding the Solicitation may be addressed by an amendment to the Solicitation or denied by the City. If denied, the opening and award will proceed unless the City determines that it is in the City’s best interests to set new deadlines, amend the Solicitation, cancel or re-bid.
Therefore, unless otherwise notified by a formal amendment, the Protester must adhere to all Solicitation dates and deadlines, including timely filing of an offer, regardless of filing a protest.
Offeror may protest an adverse determination issued by the City regarding responsibility and responsiveness, within seven days of the date the Offeror was notified of the adverse determination.
Offeror may protest an award recommendation if the Offeror can establish that it had a substantial chance of being awarded the contract and will be harmed by the recommended award. The City will post recommendations on the City’s Procurement Portal to award the contract(s) to an Offeror(s). Offeror must submit award protests within seven days after the posting of the award recommendation, with exceptions only for good cause shown, within the City’s full and final discretion.
All protests will be in writing, filed with the Procurement Officer identified in the Solicitation and include the following:
Identification of the Solicitation number;
The name, address and telephone number of the protester;
A detailed statement describing the legal and factual grounds for the protest, including copies of relevant documents;
The form of relief requested; and
The signature of the protester or its authorized representative.
The Procurement Officer will render a written decision within a reasonable period after the protest is filed. The City will not request City Council authorization to award the contract until the protest process is complete. All protests and appeals must be submitted in accordance with the City’s Procurement Code, (Phoenix City Code, Ch. 43) and any protests or appeals not submitted within the time requirements will not be considered. Protests must be filed with the Procurement Officer.
2.19. Public Record
All Offers submitted in response to this Solicitation will become the property of the City and become a matter of public record available for review pursuant to Arizona State law. If an Offeror believes that a specific section of its Offer response is confidential, the Offeror will isolate the pages marked confidential in a specific and clearly labeled section of its Offer response. An Offeror may request specific information contained within its Offer is treated by the Procurement Officer as confidential provided the Offeror clearly labels the information “confidential.” To the extent necessary for the evaluation process, information marked as “confidential” will not be treated as confidential. Once the procurement file becomes available for public inspection, the Procurement Officer will not make any information identified by the Offerors as “confidential” available to the public unless necessary to support the evaluation process or if specifically requested in accordance with applicable public records law. When a public records request for such information is received, the Procurement Officer will notify the Offeror in writing of any request to view any portion of its Offer marked “confidential.” The Offeror will have the time set forth in the notice to obtain a court order enjoining such disclosure. If the Offeror does not provide the Procurement Officer with a court order enjoining release of the information during the designated time, the Procurement Officer will make the information requested available for inspection.
2.20. Late Offers
Late Offers must be rejected, except for good cause. If a late Offer is submitted, the Department will document the date and time of the submittal of the late Offer, keep the Offer and notify the Offeror that its Offer was disqualified for being a late Offer.
2.21. Right to Disqualify
The City reserves the right to disqualify any Offeror who fails to provide information or data requested or who provides materially inaccurate or misleading information or data. The City further reserves the right to disqualify any Offeror on the basis of any real or apparent conflict of interest that is disclosed by the Offer submitted or any other data or information available to the City. This disqualification is at the sole discretion of the City. By submission of a Solicitation response, the Offeror waives any right to object now or at any future time, before any agency or body including, but not limited to, the City Council of the City or any court as to the exercise by the City of such right to disqualify or as to any disqualification by reason of real or apparent conflict of interest determined by the City. The City reserves the right to replace the disqualified Offeror.
2.22. Bank's Letter of Commitment or Statement of Bonding Ability
Offerors must submit a signed letter from a bank or other financial institution evidencing the bank’s commitment to provide the Offeror, if successful, with a Letter of Credit (LOC) or Cash Deposit specifically for the amount stated in Section 2.23 – Performance Guarantee. If submitting a Performance Bond, Offerors must submit a Statement of Bonding Ability from a bonding or insurance company stating that the Offeror can qualify for and procure the performance and/or payment surety in the amount required in Section 2.23 - Performance Guarantee. Submittals received without the required bank’s letter of commitment or statement of bonding ability may be considered nonresponsive.
2.23. Performance Guarantee
Not later than the Effective Date of this Contract, Contractor shall deliver to City a performance guarantee in the amount of ten (10%) of the total annual Contract amount. Contractor must maintain the performance guarantee for the entire Term of this Contract. The performance guarantee secures payment of all fees and any other amounts owed by Contractor to the City under this Contract and secures the performance of all of the Contractor’s obligations under this Contract. City will not pay interest to Contractor on the performance guarantee.
Adjustment to Performance Guarantee: City may increase the amount of the performance guarantee from time to time so that it is equal to or greater than three (3) months of operating fees paid to the City then in effect. City may increase the amount of the performance guarantee by giving Contractor at least thirty (30) days’ prior notice of the amount of the increase. The amount of the performance guarantee may be increased for any reason City deems appropriate, including (A) an increase of Contractor’s financial obligations under this Contract, (B) Contractor’s failure to pay any fees, additional payment, or any other amount when due, or (C) Contractor’s financial condition changes to the extent that City is concerned about Contractor’s ability to perform under this Contract. Contractor shall pay to City the additional amount necessary to increase the performance guarantee upon notice from City.
Letter of Credit, Performance Bond, or Cash:
Letter of Credit: If the performance guarantee is in the form of an irrevocable standby letter of credit (LOC), the Contractor shall use the City’s LOC Form, attached hereto, and marked Attachment A. The LOC shall be issued by either: (1) a financial institution with counters in the Phoenix metropolitan area at which City may make draws on the LOC; or (2) a financial institution with headquarters in the United States on which City may make telefacsimile draws. Unless City receives a written extension of the LOC in a form acceptable to City at least sixty (60) days before the end of the term of the LOC, City, without notice to Contractor, may draw upon the full amount of the LOC and retain all proceeds as a cash performance guarantee. Any changes to the Letter of Credit required provisions must be approved in advance by the Aviation Director.
Performance Bond: If the performance guarantee is in the form of a performance bond, the company issuing the surety must be authorized by the Insurance Department of Arizona to transact business in the State of Arizona or be named on the approved listing of non-admitted companies. The surety company must be on the United States Treasury Department Bureau of the Fiscal Service’s most recent approved List of Certified Companies (https://fiscal.treasury.gov/surety-bonds/list-certified-companies.html). If choosing a performance bond, Offerors must submit a Statement of Bonding Ability with their offer from a bonding or insurance company stating that the Offeror can qualify for and procure the performance bond in the amount required in Section 2.23 - Performance Guarantee herein. Offers received without the required statement of bonding ability may be deemed nonresponsive.
Cash: If the performance guarantee is in the form of cash, the Contractor shall complete Attachment B - Cash Deposit for Performance Guarantee Form attached hereto and deliver the cash deposit to the address requested in Attachment B.
Duty to Restore: The Performance Guarantee insures the full and timely performance by Contractor of all its obligations under this Contract and is security for payment by Contractor of all claims by City. City may draw on or make a claim against the performance guarantee if Contractor breaches or fails to perform under this Contract. If City draws on or makes a claim against the performance guarantee, then Contractor, upon demand from City, shall replenish the performance guarantee to its previous amount within thirty (30) days of City’s draw or claim.
Return: After the expiration or earlier termination of this Contract, City will return the performance guarantee to Contractor less any fees, additional payment, or any other amount due to City.
2.24. Contract Award
The City reserves the right to award a contract by individual line items, by group, all or none, or any other combination most advantageous to the City. The City reserves the right to award multiple contracts.
2.25. Determining Responsiveness and Responsibility
Offers will be reviewed for documentation of minimum qualifications, completeness, and compliance with the Solicitation requirements. The City reserves sole discretion to determine responsiveness and responsibility.
Responsiveness: Nonresponsive Offers will not be considered in the evaluation process. The Solicitation states criteria that determine responsiveness, and the Solicitation includes terms and conditions that if included or excluded from Offers (as the case may be) will render an Offer nonresponsive.
Exceptions, conditions, reservations, or understandings are presumed to be unacceptable, and an Offer that includes unacceptable exceptions, conditions, reservations, or understandings may be rejected as nonresponsive. Alternatively, the City in its sole discretion may instruct in writing that any Offeror remove the conditions, exceptions, reservations or understandings. If the Offeror fails to do so in writing, the City may determine the Offer to be nonresponsive.
Responsibility: To obtain true economy, the City must conduct solicitations to minimize the possibility of a subsequent default by the Contractor, late deliveries, or other unsatisfactory performance that may result in additional administrative costs. It is important that the Offeror be a responsible Contractor. Responsibility includes the Offeror’s integrity, skill, capacity, experience, and facilities for conducting the work to be performed.
The Procurement Officer will review each Offer to determine if the Offeror is responsible. The City’s determination as to whether an Offeror is responsible will be based on all information furnished by the Offeror, interviews (if any), and information received from Offeror’s references, including information about Offeror’s history, terminations for convenience or cause, contract breach lawsuits or notices of claim and any other sources the City deems appropriate. Award of the Contract resulting from the Solicitation will not be made until any necessary investigation, which each Offeror agrees to permit by submitting its Offer, is made by the City as it deems necessary. A review of responsibility may occur up to contract award.
The Offeror’s unreasonable failure to promptly supply information about an inquiry with respect to responsibility may be grounds for a determination of non-responsibility with respect to such Offeror.
2.26. Evaluation of Competitive Sealed Offers
The City will use its discretion in applying the following processes to this Solicitation. Any ties in scoring will be resolved with a best and final price request and the lowest price will prevail.
2.27. Detailed Evaluation of Offers and Determination of Competitive Range
During deliberations, the Evaluation Panel will reach a consensus score for each evaluation criterion except price. The Procurement Officer will score the price, which will be added to the overall consensus score. The overall consensus scores will determine the Offerors’ rankings and which offers are within the Competitive Range, when appropriate.
2.28. Offers Not Within the Competitive Range
The City may notify Offerors of Offers that the City determined are not in the Competitive Range.
2.29. Discussions with Offerors in the Competitive Range
The City will notify each Offeror whose Offer is in the Competitive Range or made the ‘short list’ and provide in writing any questions or requests for clarification to the Offeror. Each Offeror so notified may be interviewed by the City and asked to discuss answers to written or oral questions or provide clarifications to any facet of its Offer. The Offerors in the competitive range may be required to provide a demonstration of their product.
Demonstrations - Offerors in the competitive range may be invited to construct a hands-on sample or presentation of their solution at the City of Phoenix. In addition, each finalist may prepare and deliver a presentation of their proposed solution based on the script developed by the evaluation panel. The City may also require a hands-on lab demonstration designed specifically for the evaluation panel. The results of the surveys will be tabulated and delivered to the evaluation team for the final review and solution selection session(s).
If an Offer in the Competitive Range contains conditions, exceptions, reservations or understandings to or about any Contract or Solicitation Scope requirement, the City may discuss or negotiate the conditions, exceptions, reservations or understandings during these meetings. But the City in its sole discretion may reject any and all conditions, exceptions, reservations and understandings, and the City may instruct any Offeror to remove the conditions, exceptions, reservations or understandings. If the Offeror fails to do so, the City may determine the Offer is nonresponsive, and the City may revoke its determination that the Offer is in the Competitive Range.
To the fullest extent permitted by law, the City will not provide any information, financial or otherwise, to any Offeror about other Offers received in response to this Solicitation. During discussions with Offerors in the Competitive Range, the City will not give Offerors specific prices or specific financial requirements that Offerors must meet to qualify for further consideration. The City may state that proposed prices are too high with respect to the marketplace or otherwise unacceptable. Offerors will not be told of their relative rankings before Contract award.
2.30. Best and Final Offers (BAFO)
A BAFO is an option available for negotiations. Each Offeror in the Competitive Range, which is determined in the City’s sole discretion, may be afforded the opportunity to amend its Offer and make one BAFO.
If an Offeror’s BAFO modifies its initial Offer, the modifications must be identified in the BAFO. The City will evaluate BAFOs based on the same requirements and criteria applicable to initial Offers. The City will adjust appropriately the initial scores for criteria that have been affected by offer modifications made by a BAFO. Based on the criteria defined in the Solicitation as weighted, the City will then perform final scoring and prepare final rankings.
The Evaluation Panel will recommend the Offer that is the best value and most advantageous to the City based on the evaluation criteria.
The City reserves the right to make an award to an Offeror whose Offer is the highest rated, best value, and most advantageous to the City based on the evaluation criteria, without conducting written or oral discussions with any Offeror, without negotiations, and without soliciting BAFOs.
3. Scope of Work
3.1. Introduction
The City's Aviation Department Public Relations Division is seeking volunteer and guest services management and support at Phoenix Sky Harbor International Airport (PHX or Airport), as specified herein. Volunteer and guest services management will include but not be limited to:
Management of Airport volunteers including providing administrative and supervisory staff to support the 450+ Navigator Program volunteers by organizing and training volunteers for the Airport information counters and identified essential areas during Airport business hours.
Management and training of the Navigator Chaplain program.
Management and training of the Teen Navigator program.
Management and training of the Navigator Buddies pet therapy program.
Providing support staff for the Airport's Compassion Corner where staff will provide assistance to Airport passengers utilizing the Sensory Room, visiting the Chapel, or needing special assistance.
Supporting stranded Airport passengers with various needs.
Distributing Compassion Cacti™ lanyards requested for special needs passengers.
Management of the Employee Connection Center, by providing staff to support Airport employees seeking convenient access to PHX resources and amenities to support their workplace needs.
3.2. Positions
The Contractor will provide day-to-day operations and management of PHX's Volunteer Programs and Guest Services. Positions include the following:
Manager – Directs the Assistant Manager, Coordinators, Supervisors, Receptionists and GSRs.
Assistant Manager – Delivers training and assists with daily oversight of operations and staffing.
Supervisors – Directs GSRs in their daily operations at the Airport.
Coordinators – Will be located in the volunteer offices managing volunteers and helping with any program needs. Coordinators will also be located at the Employee Connection Center and Compassion Corner, helping facilitate volunteer, employee, and passenger needs.
Guest Service Representatives (GSRs) – Will be located at guest service-related locations including, but not limited to terminals, Rental Car Center information counters, the Federal Inspection Services (FIS) facility, PHX Sky Train® terminal platforms, and overflow gate shuttle areas. GSRs will also fill in as rovers at various locations and runners for Lost & Found items. GSRs will also be asked to distribute brochures occasionally.
Receptionist – Will staff the front desk of the Badging Office and the front desk at Aviation Department Headquarters.
3.3. Aviation Department Representative (ADR)
The ADR for this Contract is Misty Cisneros-Contreras. The ADR or her designee will have the sole discretion concerning the Contractor's performance under the Agreement, which includes monitoring the acceptability and quality of work. The ADR's contact information is misty.cisneros-contreras@phoenix.gov or 602-273-8888 and Contractor should contact her with any concerns or issues arising during the performance of the Agreement.
3.4. Applicable Laws and Standards
The Contractor must comply with all laws and accepted industry standards in all tasks performed. In addition, the Contractor will need to comply with Aviation Department guidelines as they pertain to insurance and security.
3.5. General Requirements
Contractor must provide all labor, supervision, materials, supplies, equipment, tools, employee scheduling and communication software, staff uniforms, Airport badges, staff parking, transportation, and methods of communication (smart phones) and, if required, additional miscellaneous services necessary to meet requirements of specified services through the term of the Contract.
Travel time to and from job sites will not be reimbursable. All mileage and travel costs, including per diem, must be included in the hourly rate quoted for labor.
Reimbursable labor hour(s) will begin when the Contractor clocks-in at the job site and terminates when the Contractor clocks-out from the job site.
All work performed under this Contract must exhibit exceptional customer service reflecting PHX’s standard as America’s Friendliest Airport® through skilled workers who are thoroughly trained, experienced, and properly badged.
The Contractor must hire from the pool of current Coordinators, Guest Service Representatives, Receptionists and Supervisors who are employed by the current Contractor and retain those employees for 90 calendar days. Existing Coordinators and Guest Service Representatives who have worked at PHX have developed invaluable knowledge and experience regarding the volunteer program, PHX operations and the professional handling of conditions peculiar to the Airport, such as sudden influxes of customers at odd hours and intervals.
The Contractor may only interview employee candidates outside the pool of the current Coordinators, Guest Service Representatives, and Supervisors when there are no longer any employees of the current contractor available to hire.
The Aviation Department may add or delete passenger services and support at any location. If services are added, the Contractor must perform these services as requested. The ADR or her designee will advise the Contractor of adding or deleting any services or locations within thirty (30) days' notice. All fees shall be per the existing fees in effect.
Contractor must be dedicated to providing exceptional customer service, while managing all volunteers and staff in an efficient and welcoming manner to meet the needs of passengers and customers.
Contractor must provide mail-back services to passengers and customers. Contractor must establish and maintain relationships with mailing service companies that will provide shipping materials and regular pick-ups for the mail-back program. This program allows passengers to mail small items back to themselves at three designated, staffed information counters. The passenger must fill out a form, which is placed with the item into a safe. The mailing services company picks up items on a weekly basis and will contact the passenger directly to discuss payment within one (1) week of pickup.
3.6. Standard Requirements
Contractor must furnish all staff necessary to provide the volunteer and guest services required by and in accordance with this Contract, including: the management and staffing of Coordinators, GSRs, Receptionists and Supervisors throughout Airport.
Contractor must prepare all staff schedules to ensure performance requirements are met under the Contract and must propose modifications to the schedules as appropriate. Contractor must provide the ADR or her designee with staff schedules two weeks in advance of scheduled work. Should staff schedule changes occur, Contractor must notify the ADR or her designee in writing.
Scheduling and management software applications and other tools utilized by the Contractor to perform the duties of this Contract are at Contractor’s expense. Contractor must provide Aviation Department guest service staff with software access rights as requested.
Contractor must be responsible for the conduct, schedule adherence, demeanor, and appearance of its entire staff in accordance with Attachment C - The Customer Service Compass Official Manual. Contractor's employee uniforms and nametags must be accounted for in the Contractor Management Fee.
Contractor must provide continuous supervision of its staff. The City also reserves the right to conduct investigations and adherence checks of its own without notice to Contractor to ensure Contractor’s compliance with the terms of this Contract.
Contractor must provide six (6) onboarding classes for new volunteers (Navigator, Navigator Buddy, and Navigator Chaplain) per year, unless otherwise authorized by ADR or her designee in writing. The Contractor must provide refreshments that differ from the standard food and beverage items provided in volunteer offices for all onboarding classes of new volunteers. Contractor may not seek reimbursement for this expense; this expense must be accounted for in Contractor’s Management Fee.
Contractor will have to adapt to City reassignment of staffing in order to staff and provide support for special events, including Airport tours, emergency drills, Airport facility special events, change in operations or other non-routine events, projects or programs.
Contractor may be requested by the City to distribute customer notices, participate in marketing, research, promotion, advertising, public relations and public education programs and projects.
Contractor is prohibited from conducting marketing research and collecting demographic information from customers for its own business purposes.
Contractor staff may be required to provide special assistance to Airport customers who are stranded or distressed.
Contractor staff must not solicit or accept gratuities or gifts for any reason from customers, volunteers, tenants or other persons at the Airport.
Contractor must be responsible for its staff to adhere to the Aviation Department’s Lost & Found policy in accordance with Attachment C - The Customer Service Compass Official Manual. For any articles that are found on Airport property, Contractor will reference Attachment D - Lost and Found procedures for the Airport information counters. The Contractor is responsible for ensuring that staff consistently follow the Aviation Department’s Lost & Found policy and procedures at Airport information counters. This includes handling the intake of items, recording each item in the Lost & Found software and on required forms, thoroughly documenting all details, securely storing the lost property, and carrying out the process to return items to their rightful owners. The Lost & Found office will carry out routine audits to ensure all staff are adhering to proper tagging, software entry, and Return to Owner (RTO) documentation protocols.
Contractor must be responsible for scheduling, escorting, and paying musical artists from the Traveling Tunes music program. The Contractor may schedule up to six (6) performances per month for a cost not to exceed $300 per performance. This expense must be included in the Contractor’s Management Fee. The ADR or her designee will have sole discretion in approving all selections in this program.
Contractor must be responsible for scheduling, escorting, and paying community organizations for the Culture Corner program. The Contractor must schedule, at minimum, two (2) performances per month for a cost not to exceed $300 per performance. Contractor should also plan for the purchase of craft supplies for the Culture Corner not to exceed $100 per month. These expenses must be included in the Contractor’s Management Fee. The ADR or her designee will have sole discretion in approving all selections in this program.
Contractor must provide the ADR or her designee with its company policies and procedures manual that includes procedures regarding staff conduct. The manual must be kept current and on file always with the ADR or her designee.
On an annual basis, Contractor must have a third-party company perform secret shops, which must be incorporated into the Contractor's Management Fee. The secret shops will evaluate the level of service provided by the GSRs located at the information counters. Receptionists, Coordinators, and Supervisors secret shops will be performed by a Contractor's third-party company upon the request of the ADR or her designee. Each employee shall be shopped at least once during a one-year period. The secret shops must not be conducted all on the same day or time. The Contractor must send the ADR or her designee secret shops reports, which must include full details (scores, time, date, and employee description) from the third-party conducting the secret shops. Documentation must include corrective action and other measures Contractor plans to take based upon the data that is received. The expense for the secret shops must be accounted for in Contractor’s Management Fee. The ADR or her designee will have sole discretion in approving all details for secret shop reports.
Contractor must procure airplane pencil top erasers or an equivalent giveaway item of equal value, in accordance with Attachment E – Airplane Pencil Top Eraser Specifications, and must keep on-hand inventory fully stocked at all times for the term of the Contract. These will be Navigator Volunteer Program giveaways to small children. Contractor will need prior ADR or her designee review/approval before procuring. The expense for these purchases must be accounted for in Contractor’s Management Fee.
Contractor is responsible for procuring items for two Activity Carts that are deployed into the terminals during delays or large events to elevate the passenger experience. The amount should not exceed $200 a month. The expense should be built into the Management Fee.
Contractor must provide cookies and bottled beverages for two (2) Dementia-Friendly Air Travel Workshops per year. The amount should not exceed $150 per workshop. This is not a reimbursable expense and must be accounted for in the Contractor's Management Fee.
Contractor must provide support for two (2) annual volunteer appreciation events. For these events, the Contractor will provide prizes for each event to recognize and thank the volunteers. The amount paid for an event should not exceed $500 per event. The expense should be built into the Management Fee.
Contractor is responsible for providing snacks, drinks and kitchen supplies as needed for volunteers in the volunteer offices. Snacks may include individually wrapped small cookies, pretzels and nuts. Drinks may include water, lemonade, tea and coffee. Kitchen supplies are as needed to distribute snacks and drinks. The expense for these purchases must be accounted for in Contractor’s Management Fee. The Contractor is responsible for supplying special food and refreshments to volunteers during special events and social gatherings. These occasions include, but are not limited to, pizza parties and ice cream socials. The total expenditure for these refreshments should not exceed $300 per month.
The City will pay for badging expenses for volunteers only. Otherwise, badging arrangements are the sole responsibility of the Contractor. The City will not provide, pay for, or reimburse badging expenses for Contractor’s personnel other than volunteer(s). This expense must be included in the prices quoted in this solicitation.
The City will pay for parking expenses for volunteers only. Otherwise, parking arrangements are the sole responsibility of the Contractor. The City will not provide, pay for, or reimburse parking expenses for Contractor’s personnel other than volunteer(s). This expense must be included in the prices quoted in this Solicitation.
The City reserves the right to increase, decrease or terminate any and all portions of the Services at any time. The City reserves the right to modify staff position assignments as needed to meet the needs of the Airport. All price increases, decreases, or significant changes to the Scope of Work will need to be executed through an amendment to the Contract.
The Monthly Management Fee must include the following:
Staff scheduling and communication software (See Section 3.6, paragraph C).
Employee uniforms and nametags (See Section 3.6, paragraph D).
Six (6) onboarding classes (See Section 3.6, paragraph F).
Refreshments for all onboarding classes of new volunteers (See Section 3.6, paragraph F).
Up to six (6) musical artist performances per month (See Section 3.6, paragraph M).
The two (2) at minimum Culture Corner activities and supplies (See Section 3.6, paragraph N).
The secret shops (See Section 3.6, paragraph P).
Airplane pencil top erasers or an equivalent giveaway item of equal value (See Section 3.6, paragraph Q).
Refreshments for Dementia-Friendly Air Travel Workshops (See Section 3.6, paragraph S).
Prizes for annual volunteer appreciation events (See Section 3.6, paragraph T).
Snacks, drinks, kitchen supplies, special events and social gatherings for volunteers (See Section 3.6, paragraph U) (See Section 3.12 for volunteer office locations).
Badging expenses for contracted employees (See Section 3.6, paragraph V).
Parking expenses for contracted employees (See Section 3.6, paragraph W).
3.7. Volunteer and Guest Services Management Staffing Plan and Requirements
The Contractor must provide a Volunteer and Guest Services Management Staffing Plan, which may be required to be updated at the written request of the ADR or her designee to the Contractor. Updated staffing plans are subject to review by and discussion with the ADR or her designee. The Volunteer and Guest Services Management Staffing Plan must address the following:
Attracting, recruiting, and retaining qualified staff to perform the requirements of this Contract.
Maintaining continuous staff coverage during Navigator Program, reception desks and Guest Services traditional operating hours.
Preventing unacceptable gaps in coverage due to staff shift changes, staff breaks, staff attendance problems or other causes.
Noting permissible times when Navigator volunteers and ringdown phones can supplement staff at the information counters on a limited basis to help maintain coverage when GSRs are not available.
Outlining supervisory coverage for staff breaks, lunches, and staff call-outs. Supervision must include on-the-floor monitoring of staff activity and customer service intervention, if it becomes necessary.
Satisfying the minimum staffing requirements and having contingency plans in place for when changes occur in staffing/volunteer availability, Airport/operation changes, and in emergencies.
Having GSRs, Supervisors, Receptionists and Coordinators available beyond traditional operating hours in the event of airline schedule changes and other conditions that may affect service delivery.
Making modifications to the Volunteer and Guest Services Management Staffing Plan as needed; all changes are subject to ADR or her designee’s review and discussion with Contractor, if need be.
Transitioning employees between various locations and staffing different areas during their shift. Staff must demonstrate the adaptability and willingness to rotate assignments according to operational requirements.
Standing or using a mobility device for the entirety of an employee's shift. As certain designated areas do not provide seating, employees are expected to be ready to perform their duties in environments where standing is necessary.
3.8. Required Personnel
The successful Contractor is required to provide personnel under the Contract as outlined below. If any of Contractor's staff selections and assignments pose a concern to the ADR or her designee after Contract work has begun, ADR or her designee may schedule a meeting with Contractor to discuss these concerns and possible solutions for purposes of Contractor meeting Contract performance requirements.
A. MANAGER:
The Manager is responsible for overseeing and monitoring the performance of the the Assistant Manager, Coordinators, Supervisors, Receptionist and GSRs under the Contract.
The primary duties of the Manager include, but are not limited to:
Acting as the liaison between the Contractor, the ADR or her designee, and relevant stakeholders for Contract operations.
Managing and overseeing staff and daily operations of designated reception areas, the Navigator volunteer program, the Employee Connect Center, the Compassion Corner, and counters for Guest Services and FIS facilities.
Scheduling and maintaining proper coverage of all contracted staffing areas.
Completing volunteer program objectives by managing staff and planning, coordinating, and evaluating volunteers, staff performance, and program goals as outlined by the City.
Overseeing and maintaining staff by recruiting, selecting, orienting, and training Contractor's employees. Ensure a safe, secure, and legal work environment.
Developing ongoing training, employee evaluations and personal growth opportunities.
Promoting clear communication and transparency among Contractor's employees through regular staff meetings to ensure staff stays aligned and informed.
Managing Airport reception desks for badging, employee parking, supply orders, uniforms, key distribution, tools, and ensures staff meet City training requirements.
Providing oversight and coordination of various Airport programs and special activities.
Exhibiting strong communication skills, both written and verbal.
Monitoring Contractor's budget and managing Contractor's payroll hours.
Reviewing the budget monthly with ADR or her designee.
Providing availability to meet with the ADR or her designee and City staff as necessary, either in person or via teleconference as specified by the ADR or her designee.
Contractor must identify the Manager in writing. The proposed Manager must not be changed during the course of the City's RFP process, including the time up to the Contract award, and must remain assigned to this Contract a minimum of one (1) year from the Commencement Date unless otherwise agreed to in writing by the ADR or her designee. If the proposed Manager is unable to remain assigned to this Contract throughout the first year, any replacement Manager must meet or exceed the previous Manager's expertise and/or qualifications.
Manager Education and Experience Requirements:
At a minimum, the Manager must meet the following education and experience requirements:
A bachelor's degree in business administration, management or a field related to customer service. A combination of education and work experience may be considered.
3+ years customer service experience in a leadership role.
2+ years experience coordinating volunteers.
B. ASSISTANT MANAGER(s):
The Assistant Manager(s) shall deliver training and assist the Manager with supervising Supervisors and GSRs. This role oversees Coordinators and Receptionists. Assistant Manager(s) also have daily oversight of Contractor's operations and staffing required under this Contract.
The primary duties of the Assistant Manager(s) include, but are not limited to:
Serves as a liaison between the Contractor and the Aviation Department Volunteer Coordinator and is responsible for collaboratively coordinating the operations of the volunteer program.
Scheduling and ensuring proper coverage for volunteer offices, reception areas and volunteers for regular and special assignments.
Management of supplies, uniforms, Navigator Buddy trading cards, office items for the Navigator Program, and maintaining accurate inventory and timely restocking.
Supports the Aviation Department Volunteer Coordinator in managing volunteer training, recognition, volunteer Airport badges, and volunteer parking access.
Managing volunteers by supporting their roles and addressing issues with coaching.
Utilize volunteer software, email, shift briefings, and briefing screens to communicate important updates and program details with the volunteers.
Support manager overseeing staff and daily operation of volunteer program and guest experience.
Support volunteer program objectives by assisting to manage staff; planning and evaluating volunteers, staff and program goals as outlined by the City.
Support manager to maintain staff by recruiting, selecting, orienting, and training employees.
Contractor must identify the Assistant Manger in writing. The proposed Assistant Manager must not be changed during the course of the City's RFP process, including the time up to the Contract award, and must remain assigned to this Contract a minimum of one (1) year from the Commencement Date unless otherwise agreed to in writing by the ADR or her designee. If the proposed Assistant Manager is unable to remain assigned to this Contract throughout the first year, any replacement Assistant Manager must meet or exceed the previous Assistant Manager's expertise and/or qualifications.
Assistant Manager(s) Education and Experience Requirements:
At a minimum, Assistant Manager(s) must meet the following education and experience requirements:
High school diploma, or General Education Development (GED) equivalency.
2+ years of customer service experience in a leadership role.
1+ years of administrative experience.
Not required but recommended: Experience working with volunteers.
C. SUPERVISORS: Supervises GSRs.
The requirements for and primary duties of the Supervisors include, but are not limited to:
There must be at least one Supervisor, Manager or Assistant Manager on-site at all times. Maximum billable Supervisor hours per week are 154 unless otherwise approved by the ADR or her designee in writing. Contractor will provide a emergency contact list in case of airport emergencies.
Having supervisory capacity on behalf of Contractor, with the authority to enforce Contractor's rules and regulations and any directives of the City.
Having responsibility for facilitating Contractor's performance of this Contract and coordinating with ADR or her designee.
Communicating with the ADR or her designee to ensure quality service.
Providing operational data.
Responding to comments from customers and the public.
Responding to specific requests for other assistance as needs arise.
Providing on-site supervision at the FIS facility, pre and post-security areas, and PHX Sky Train® terminal platforms during staffed hours at the discretion of the ADR or her designee based on operational needs.
Working in support and alongside other designated City staff in support of guest and employee experience initiatives.
Utilizing SharePort for shift reports.
Utilizing SqBx (the software system for managing Lost and Found items), to ensure efficient and accurate tracking.
Overseeing GSRs to ensure mail-back services and Lost and Found procedures are properly handled.
Verifying daily the Compassion Corner, Play-Viation Park children's play area, PHX Free Little Library and information counters are properly secured, cleaned, and restocked.
Monitoring, recording, and providing updates on books that require restocking at the PHX Free Little Library.
Supervisors Education and Experience Requirements:
At a minimum, a Supervisor must meet the following education and experience requirements:
High school diploma, or General Education Development (GED) equivalency.
Contractor’s Supervisors must possess 6 months of experience in customer service and possess the demonstrated skills to successfully execute the requirements of this Contract.
1+ years of administrative experience.
Not required but recommended: Experience working with volunteers.
D. COORDINATORS:
Coordinators must staff two volunteer offices, the Employee Connection Center and the Compassion Corner, facilitating volunteer program, Airport employee and passenger needs. Contractor must hire as many qualified and competent Coordinators as necessary to fulfill the requirements of the Contract; however, a minimum of four Coordinators must be scheduled in Terminal 4 (Volunteer office, Employee Connection Center and Compassion Corner office) and one Coordinator must be scheduled in Terminal 3 during Navigator shift times and staff all office operating hours. During each Navigator shift, the Contractor must provide a Coordinator to be available to coordinate the Lost and Found procedures, log details in software, mail-back services, volunteer scheduling and communication. They must also monitor Navigators’ performance in Airport facilities while they serve customers and follow up with volunteers to provide coaching and training based upon need.
The primary duties of the Coordinator include, but are not limited to:
Staffing volunteer offices, Compassion Corner, and Employee Connection Center and assisting volunteers, Airport employees and customers.
Addressing volunteer requests in person, by email, text message, and phone.
Ensuring Navigators, Navigator Buddies, Navigator Chaplain, and Teen Navigators are ready for their shifts and supported throughout their volunteer service.
Overseeing supplies and inventory for volunteer programs by regularly checking and replenishing uniforms, trading cards, kitchen items, food, beverages, and office materials. Keeping precise records to maintain item availability to ensure smooth program operations.
Approaching and greeting volunteers and guests upon their arrival in offices.
Conducting 15-minute volunteer briefings prior to each shift, presenting information to Navigators in a clear and concise manner. Briefings must begin and end on schedule.
Being knowledgeable about Airport facilities and services, and capable and ready to answer questions from customers and Navigators.
Providing accurate Airport information regarding ground transportation options, costs and hours; retail, restaurant and service information and directions; Airport amenities; airline conformation; security procedures; and all other Airport questions. Services and Airport operations change regularly. Contractor staff is expected to keep current on changes.
Responding to public inquires in a friendly and professional manner, including effectively communicating with people of all abilities, ages, races, colors, genders, different cultures and distressed travelers.
Monitoring volunteers as they assist customers and providing timely feedback on their performance. Contractor must maintain documentation to track training progress and to note any performance issues.
Communicating with Navigators through briefings, shift logs, monitors and other methods.
Preparing and maintaining the volunteer offices to support Navigators and their daily operations; keeping the office clean and equipment and supplies ready and available for Navigator use.
Providing an immediate response by phone to answer volunteer questions they receive while assisting travelers.
Preparing, maintaining, and staffing the following:
Employee Connection Center.
Compassion Corner in Terminal 4 (provides support to volunteers, employees, distressed travelers, and customers with special needs).
All Faiths Chapel (provides passengers and employees a quiet, comforting space to reflect, regroup, or seek support).
Sensory Room (supports customers with sensory needs).
Navigator Program volunteers who escort passengers with hidden disabilities.
Using Samaritan software or designated Aviation Department software for volunteer processing, data capturing volunteer data and daily volunteer scheduling.
Utilizing SharePort for shift reports, Samaritan for volunteer scheduling, and SqBx for managing Lost and Found items, ensuring efficient and accurate tracking.
Processing mail-back services for passengers with prohibited items.
Managing volunteer cell phones, tablets and parking validation machine, logging data, monitoring daily inventory and providing basic volunteer support and training for all devices.
Providing supervision and support to the Assistant Manager and Aviation Department Volunteer Coordinator ensures effective volunteer coaching.
Coordinators Education and Experience Requirements:
At a minimum, Coordinators must meet the following education and experience requirements:
High school diploma, or General Education Development (GED) equivalency.
Strong customer service communication skills, including being fluent in English, preferably with multi-language skills.
Ability to greet all customers, visitors, volunteers, and Airport employees in a friendly and professional manner.
One (1) year of experience in a customer service position, with preference working in a volunteer environment.
Computer skills are required to access the internet on a computer and mobile devices to look up airline flights, Airport information, use various software tools, as required, to perform the customer service functions.
Ability to effectively communicate.
Experience with public speaking.
Physical ability to move through the Airport on foot for extended periods.
Ability to diffuse and prevent confrontations when dealing with stressful situations.
Professional appearance and adherence to uniform requirements.
E. GUEST SERVICE REPRESENTATIVES (GSR):
GSRs must staff all guest services related locations including terminal and Rental Car Center information counters, FIS facility, PHX Sky Train® terminal platforms, and distribute brochures as needed. GSRs must also utilize the paging system, provide mail-back services and handle Lost and Found procedures.
Contractor must hire as many qualified and competent GSRs as necessary to fulfill the requirements of the Contract; however, a minimum of one Supervisor, Assistant Manager or Manager must be on duty during all hours of a GSR’s shift. During each GSR’s shift, the Contractor must provide a Supervisor, Assistant Manager or Manager to be available to monitor GSR’s performance in Airport facilities while they serve customers. Supervisors must follow up with each GSR to provide coaching and training as needed.
The primary duties of the GSR include, but are not limited to:
Staffing information counters to assist Airport guests.
Staffing the Federal Inspection Services (FIS) facility during international flight arrivals.
Staffing the Rental Car Center.
Staffing PHX Sky Train® terminal platforms at Terminal 3 and Terminal 4.
Completing steps for Lost & Found procedures including properly handling, securing items, return to owner process and ensuring documentation for audits. (See Attachment D)
Recording Personal Identifiable Information (PII) for the Lost & Found Return to Owner (RTO) procedures.
Processing mail-back services for passengers with prohibited items.
Paging individuals and locating pages for Airport guests.
Having technology skills required to access the internet on a tablet and phone to look up airline flights and Airport information to assist guests.
Delivering and stocking brochures at all information counters and designated brochure racks throughout terminals, concourses, and Aviation buildings.
Being knowledgeable about Airport facilities and services, and capable and ready to answer questions from customers and Navigators.
Providing accurate Airport information regarding ground transportation options, costs and hours; retail, restaurant, service information and directions; Airport amenities; airline flight details; security procedures; and all other Airport questions related to customer relations. Services and Airport operations change regularly. Contractor staff is expected to keep current on changes.
Responding to public inquires in a friendly and professional manner, including effectively communicating with people of all abilities, ages, races, colors, genders, different cultures and distressed travelers.
Communicating with supervisors and City through briefings, shift logs, and other methods.
Rotating between different locations and standing or using a mobility device throughout the shift, as seating may not be available in some areas.
GSR Education and Experience Requirements:
At a minimum, GSR must meet the following education and experience requirements:
High school diploma, or General Education Development (GED) equivalency.
Strong customer service communication skills, including being fluent in English.
Ability to greet all customers, visitors, and Airport employees in a friendly and professional manner.
One (1) year of experience in a customer service position.
Computer skills to research Aviation provided website links, shift reports and paging systems.
Effective communication skills.
Experience with public speaking.
Physical ability to stand for extended periods.
Professional appearance and adherence to uniform requirements.
F. RECEPTIONIST:
Staff the reception desk at the Aviation Headquarters office and the Badging office.
The primary duties of the Receptionist include, but are not limited to:
Welcoming guests and employees and efficiently handling check-in procedures.
Serving as the primary point of contact for visitors and staff, including the management of sensitive, protected personal information (PPI) and time-sensitive matters.
Employing various software applications to register individuals, coordinating with appropriate personnel to facilitate seamless transitions.
Operating Visitor Management platforms, camera identification systems, badging Identity Management System (IDMS) tools, and Qless appointment scheduling software.
Answering, screening, and forwarding telephone calls, as well as managing emails and written correspondence.
Coordinating and confirming appointments, as well as efficiently managing multiple meeting room calendars.
Addressing front office complaints or escalations requiring advanced problem-solving and coordination skills.
Handling essentials for Contractor's employees, including parking, uniforms, keys and supplies, and ensuring Contractor's employees meet City training requirements.
Coordinating courier services by using Microsoft Teams and telephone calls to schedule item pickups and accurately record all deliveries.
Supporting office organization, reporting, filing, data entry tasks, and upholding a tidy reception area.
Collaborating with an Airport security guard staff member in a shared workspace.
Assisting with security functions, such as verifying visitor identification, issuing passes, and conducting identification checks.
At a minimum, must meet the following education and experience requirements:
High school diploma, or General Education Development (GED) equivalency.
Strong customer service communication skills, including being fluent in English.
Ability to greet all customers, visitors, and Airport employees in a friendly and professional manner.
Capable of handling stressful situations and preventing confrontations.
One (1) year of experience in a customer service position, with preference in an office environment.
Computer proficiency for accessing information, using software, and performing service tasks.
Professional appearance and compliance with uniform standards.
3.9. Customer Service Training Plan
The Contractor must provide a written Customer Service Training Plan addressing all required areas outlined below. The ADR or her designee may require updates to the plan, and each revised version must be sent to the ADR or her designee for review and possible discussion.
Contractor must adhere to current Airport Rules and Regulations.
Contractor must demonstrate risk controls and safety measures.
Contractor must use effective communication skills in dealing with customers.
Contractor must use customer service techniques to provide customers with positive experiences associated with America’s Friendliest Airport®.
Contractor must exemplify sensitivity techniques to assist distressed customers and customers requiring special assistance.
Contractor must have knowledge of the Airports ground transportation options, costs and hours; retail, restaurants, service information and directions; Airport amenities; airline information; security procedures, screening options and other matters identified by the ADR or her designee as they arise.
Contractor must have general knowledge of the Phoenix metropolitan area and its marquee attractions.
Contractor must have knowledge of the job tasks assigned, including operation of equipment to perform duties in a first-class manner.
Contractor must have knowledge of City-approved procedures to be used by Contractor in the event of unforeseen or unusual events that may include, but not be limited to terminal evacuations, PHX Sky Train® shutdowns, and any situation when the Airport Emergency Operation Center (AEOC) is activated.
Contractor must have general knowledge of Compassion Corner operation including the Sensory Room and Chapel.
Contractor must have general knowledge of how to help distressed passengers.
Contractor must have general knowledge of the Compassion Cacti™ lanyards and assisting passengers with special needs.
Contractor must ensure that all staff is fully knowledgeable of their duties and responsibilities and are aware in advance of changes at the Airport that impact customers.
Contractor must document all training and the City may audit the training and materials at any time.
Contractor must train staff to properly handle protected personal information (PPI).
The Contractor must train staff to properly handle and secure Lost and Found items, ensuring documentation for audits.
3.10. Quality Assurance / Performance Management Plan
The Contractor must develop a Quality Assurance/Performance Management Plan. The Quality Assurance/Performance Management Plan must address the following:
Contractor must use methods to continually monitor the performance of its staff to ensure that the service level is consistent with America’s Friendliest Airport®.
Contractor must use methods to monitor, measure, and report on the performance of Contractor staff relating to the program management and communication with the Navigator volunteers.
Contractor must have a program to measure the quality of service that is provided to volunteers and to customers. A combination of tactics to measure service quality must be completed using Contractor’s in-house resources and by utilizing an independent third-party vendor, at Contractor’s expense. Non-biased, professional techniques should be used to measure the delivery of service. Performance measures may include conducting exit interviews with volunteers and staff, secret shoppers, and measuring the level of Airport knowledge Navigators and Guest Service Representatives maintain to support customer service. Staff must achieve a 100% accuracy rate in preparing volunteer and staff schedules.
Contractor must make modifications to the Quality Assurance/Performance Management Plan as appropriate. All changes are subject to prior ADR or designee review/approval.
VOLUNTEER MANAGEMENT STAFF, LOCATIONS AND OPERATING HOURS
The following table includes locations, daily operating hours, and weekly operating hours for staff. These are determined by passenger activity and are subject to change by the ADR or her designee in writing. If changes must occur the ADR or her designee will inform the Contractor 30 days in advance.
Staff Position
Location
Days
Hours of Operation
# of Staff
Daily Staff Hours
Weekly Staff Hours
Coordinators
Terminal 3 Volunteer Office
7 days a week
7:00am – 8:30pm
1
13.5
95
Coordinators
Terminal 4 Volunteer Office
7 days a week
7:00am – 8:30 pm
2.5
34
238
Coordinators
Compassion Corner Office
7 days a week
8:00am - 8:00pm
1
12
84
Coordinators
Employee Connection Center
7 days a week
8:00am - 8:00pm
1
12
84
Coordinators
Rover Coordinator for all offices
7 days a week
8:00am - 8:00pm
1
12
84
GUEST SERVICES MANAGEMENT STAFF, LOCATIONS, AND OPERATING HOURS
Staff Position
Location
Days
Hours of Operation
# of Staff
Daily Staff Hours
Weekly Staff Hours
GSR
Terminal 3, Level 1
7 days a week
6:00am - 12:00am
1
18
126
GSR
Terminal 4, Level 1 West
7 days a week
6:00am - 12:00am
1
18
126
GSR
Terminal 4, Level 1 East
7 days a week
6:00am - 12:00am
1
18
126
GSR
Terminal 4, Level 3 West
Mon. - Fri.
5:00am - 12:00pm,
4:00pm - 11:00pm
1
14
98
GSR
Terminal 4, Level 3 West
Sat. - Sun.
5:00am - 11:00pm
1
18
126
GSR
Terminal 4, Level 3 East
Mon. - Fri.
5:00am - 12:00pm, 4:00pm - 11:00pm
1
14
98
GSR
Terminal 4, Level 3 East
Sat. - Sun.
5:00am - 11:00pm
1
18
126
GSR
Rover - cover counters as needed
7 days a week
8:00am - 10:00pm
1
12
84
GSR
Brochure Distribution
7 days a week
Various
1
3
21
GSR
Rental Car Center
7 days a week
8:00am - 4:30pm
1
8.5
60
GSR
Federal Inspection Services (FIS) facilities
7 days a week
7:30am - 9:00pm
2.5
34
238
GSR
GSR Lost & Found Runner
7 days a week
8:00am - 8:00pm
1
12
84
GSR
GSR PHX Sky Train® Platforms
7 days a week
6:00am - 12:00am
2
36
252
Receptionist
Headquarters office
Mon. - Fri.
8:00am – 5:00pm
1
9
45
Receptionist
Badging office
Mon. - Fri.
6:15am - 3:15pm
1
8
40
GSR/Receptionist
Rover - cover counters/offices as needed
Mon. - Fri.
8:00am - 5:00pm
1
9
45
Supervisor
Supervisor - Information counters & FIS
7 days a week
5:00am – 12:00pm
1
19
133
GSR
Overflow gate shuttle
as Needed
relocating existing staff
1
various
0
There must be at least one Manager, Assistant Manager, or Supervisor on-site at all times. Contractor must be responsible for scheduling to fulfill this requirement while adhering to the maximum billable hours for Supervisors.
Overtime and/or holiday pay cannot be billed at a higher rate.
3.11. Volunteer and Guest Services Management Procedures Manual
Contractor must develop and maintain a new Coordinator, Receptionist and Guest Services Management Procedure Manual within the first thirty (30) days of this Contract, subject to the ADR’s review and approval. The Coordinator, Receptionist and Guest Services Management Manual must describe, in detail, the procedures Contractor and staff follow to fulfill the requirements of this Contract.
The Coordinator, Receptionist and Guest Services Management Manual must be kept current and on file at all times with the ADR or her designee.
3.12. Office Space and Equipment
Contractor will use the City-provided volunteer office space located in Terminals 3 and 4, the Compassion Corner Office, the Employee Connection Center, the reception areas in Aviation Headquarters and the Badging office, and the Guest Service Representatives Office in Terminal 3 to fulfill the requirements of this Contract. Storage space for volunteer supplies, programming items and uniforms is available for use in Terminals 3 and 4. Storage space for brochure distribution is provided in Terminal 4.
Office Furniture and Equipment Provided by the City:
Modular desks and storage cabinets for Contractor staff.
Tables and chairs for volunteers and Contractor staff.
Photocopier.
Desktop computers for Contractor's:
Coordinators
Receptionists
Supervisors
Desk phones at each workstation
Office cell phones for Coordinators and Supervisors
Tablets and desk phones for GSRs at information counters
Contractor Responsibilities (must be supplied and paid for by the Contractor)
All other equipment.
All other furnishings.
All other office supplies.
The City will provide internet access for City equipment and landline telephone service at every workstation located in the offices. If additional internet or telephone services are needed for time clocks or computers, the Contractor must purchase these separately.
Any additional facilities or equipment necessary to fulfill the requirements of this Contract must be provided by Contractor and must be approved in writing, in advance, by the City.
The cost of non-City equipment, facility maintenance, and telecommunications, including internet access within Contractor’s administration office, will be at Contractor’s expense. Contractor must not rely on using the City’s free Wi-Fi for its own business purpose.
Contractor must use only City-authorized software on City-owned devices. The City is not responsible for providing any technical support, troubleshooting, or problem resolution and/or any cost associated with the installation and use of unauthorized software.
Contractor must perform all services so that no damage to City equipment, buildings or grounds results. Contractor must repair any damage caused to the satisfaction of the City at no cost to the City. The City, at its sole direction, may elect to repair or replace the damaged property, and deduct such costs from monies due Contractor.
3.13. Uniform Specifications and Appearance Standards
All Contractor staff must maintain a professional appearance that is consistent with customer service program standards in accordance with Attachment C - Customer Service Compass Official Manual.
All Contractor staff shall, at all times while on duty, be in uniform or otherwise dressed in a manner satisfactory to the City in accordance with existing uniform standards: PHX-logo, lavender, button-down-cotton shirts (long- and short-sleeve), black zip insulated vest, black slacks, black belt, black shoes, and silver name tag. Uniforms should be clean and without wrinkles, free of holes, fraying or facing. Sleeves may not be rolled up. All shirts must be tucked in.
All Contractor staff must wear their staff identification/security badges above their waist while on City property and ensure they are visible to others.
The Contractor will not be responsible for providing uniforms for volunteers. The City will provide uniforms as needed for all volunteers.
The City will not be responsible for providing uniforms to the Contractor's staff. Contractor will be responsible for providing all of it's staffs uniforms that adhere in accordance to the existing uniform standards (See Section 3.13, paragraph B).
3.14. Emergency Response
In the event of an emergency and/or special need at the Airport, as determined by the City, Contractor shall, within 60 minutes upon notification by the ADR or her designee, make available additional staff. The City must compensate Contractor for the use of such additional staff at the then-current hourly rate. Contractor must not be required to perform any act beyond the scope of its obligations under this Contract.
4. Offer Evaluation Criteria
In accordance with the Administrative Regulation 3.10, Competitive Sealed Proposal awards shall be made to the responsive and responsible Offeror(s) whose Offer is determined in writing to be the most advantageous to the City based upon the evaluation criteria listed below.
The evaluation factors are listed in the relative order of importance and more details are provided in Scope of Work. The Weight (Points) for each Evaluation Criteria are the maximum points that may be assigned for that Criteria. The following evaluation criteria will be used to evaluate all Offers:
1. Method of Approach
The Offeror shall provide a comprehensive and clearly defined approach describing how they will fulfill all Scope of Work requirements related to Volunteer and Guest Services Management. The narrative must explain in detail: the methodologies, processes, and operational strategies the Offeror will implement to ensure consistent, reliable, and high‑quality service delivery throughout the contract period.
The Offeror shall begin by outlining their staffing plan for both Volunteer Management and Guest Services functions. This narrative must explain how the Offeror will identify staffing needs, determine appropriate staffing levels, and ensure all positions are filled with qualified personnel. The Offeror must describe how roles and responsibilities will be defined, how staff and volunteers will be recruited and screened, and how schedules will be developed to ensure proper coverage based on facility operations and anticipated guest volume. The Offeror must also describe the on‑site leadership structure they will put in place, explaining how supervisors and managers will oversee daily operations, handle escalations, coordinate assignments, and maintain operational continuity.
The Offeror shall provide a detailed description of their customer service training plan for all volunteer and guest services personnel. This training narrative must include the vendor’s approach to onboarding, the topics and competencies covered during training, and the methods used to prepare individuals for guest-facing responsibilities. The Offeror should explain how they will train staff and volunteers in communication skills, problem-solving, conflict de‑escalation, cultural sensitivity, accessibility, and facility-specific procedures. The Offeror must also describe how they will integrate scenario-based training, technology training, and ongoing refresher training to ensure continuous improvement and readiness.
The Offeror shall describe their quality assurance and performance management approach. This section must detail how the Offeror will monitor service delivery, measure performance, and maintain adherence to established standards. The Offeror must explain the metrics they will use to evaluate success, the mechanisms for observing and reviewing performance, and the process for collecting and analyzing feedback from guests, staff, and volunteers. The narrative should also outline the corrective actions, coaching methods, and continuous improvement strategies the Offeror will employ to address performance issues and strengthen overall service outcomes.
Finally, the Offeror shall provide a narrative describing their wage structure, benefits package, and incentive programs for Volunteer Management and Guest Services staff. This narrative must clearly explain how the Offeror will ensure compensation is fair, competitive, and aligned with local market conditions. The Offeror must describe any employee benefits they will offer, as well as any recognition or incentive programs designed to motivate and retain high‑performing staff. If volunteer incentives or recognition programs are part of the Offeror’s approach, these should also be included, along with any opportunities for professional or leadership development available to both staff and volunteers.
Scoring Method:
Points Based
Weight (Points):
350 (35% of Total)
2. Fee Schedule Proposal (Offer)
Offerors must complete the Fee Schedule (Section 11 - Fee Schedule) in its entirety and submit to be considered responsive. Proposals with incomplete fee schedules will be disqualified as nonresponsive and rejected.
Scoring Method:
Points Based
Weight (Points):
250 (25% of Total)
3. Firm Qualifications and Experience
The Offeror shall submit a comprehensive narrative describing its background, experience, and qualifications as they relate to the services requested under this solicitation. In this narrative, the Offeror must begin by providing a complete history of the business, including the date the company was established and a clear description of its ownership or legal structure, such as whether it operates as a sole proprietorship, partnership, corporation, or other recognized legal entity. The Offeror must also identify how long the business has operated under its current legal structure and specify the length of time it has been providing services comparable to those required in this procurement.
The Offeror’s narrative shall include a detailed discussion of its areas of expertise, with particular emphasis on experience relevant to volunteer management, guest services operations, and other public‑facing service environments. The Offeror must describe the resources it has available locally to support performance of the requested services, including personnel, operational infrastructure, and any other regional assets that contribute to its ability to fulfill contract requirements effectively.
In addition, the Offeror must describe its experience providing passenger or guest services within high‑traffic public facilities. This description should identify the types of facilities served, the operational environments involved, and the nature of the Offeror’s responsibilities within those settings. The Offeror must clearly outline the scope of work performed for each example referenced, ensuring the services presented are of similar complexity to those required by this solicitation. The narrative should demonstrate the vendor’s operational capacity, its experience managing large volumes of public interaction, and its proven ability to perform services of comparable scale and complexity.
The complete narrative addressing background, experience, and qualifications must not exceed five (5) pages. The Offeror is expected to present the information in a clear, organized, and detailed manner that enables the evaluation team to fully assess the Offeror’s capability and suitability to perform the required services.
Scoring Method:
Points Based
Weight (Points):
225 (22.5% of Total)
4. Key Personnel Qualifications and Experience
The Offeror shall provide a detailed narrative identifying the key members of staff who will be assigned to the City’s contract. Within this narrative, the Offeror must clearly describe each individual’s role, responsibilities, and estimated level of participation in delivering the required services. The description should demonstrate how the proposed staffing structure will support effective contract performance and ensure consistent oversight, service quality, and operational continuity.
The Offeror shall also attach resumes for all managers and assistant managers who will be assigned to this Contract. Each resume must include the individual’s education, relevant training, and the length of time they have been employed with the firm. The resumes must clearly identify any experience directly related to the Scope of Work, as well as describe similar work that the individual has successfully completed in comparable operational environments. All resumes submitted must be limited to no more than two (2) pages each.
The Offeror is expected to present this information in a clear, complete, and organized manner that enables the evaluation team to fully assess the qualifications and suitability of the proposed personnel for the services to be performed.
Scoring Method:
Points Based
Weight (Points):
175 (17.5% of Total)
5. Standard Terms and Conditions
5.1. Definition of Key Words Used in the Solicitation
Shall, Will, Must: Indicates a mandatory requirement. Failure to meet these mandatory requirements may result in the rejection of Offer as non-responsive.
Should: Indicates something that is recommended but not mandatory. If the Offeror fails to provide recommended information, the City may, at its sole option, ask the Offeror to provide the information or evaluate the Offer without the information.
May: Indicates something that is not mandatory but permissible.
For purposes of this solicitation, the following definitions will apply:
“A.R.S.” Arizona Revised Statute
“Buyer” or “Procurement Officer” City of Phoenix staff person responsible for the solicitation. The City employee or employees who have specifically been designated to act as a contact person or persons to the Contractor, and responsible for monitoring and overseeing the Contractor's performance under this contract.
"City" The City of Phoenix
"Contractor" The individual, partnership, or corporation who, as a result of the competitive process, is awarded a contract by the City of Phoenix.
"Contract” or “Agreement" The legal agreement executed between the City of Phoenix, AZ and the Contractor.
“Days” Means calendar days unless otherwise specified.
“Chief Procurement Officer” The contracting authority for the City of Phoenix, AZ, authorized to sign contracts and amendments thereto on behalf of the City of Phoenix, AZ.
“Employer” Any individual or type of organization that transacts business in this state, that has a license issued by an agency in this state and employs one or more employees in this state. Employer includes this state, any political subdivision of this state and self-employed persons. In the case of an independent contractor, employer means the independent contractor and does not mean the person or organization that uses contract labor. (A.R.S. 23-211).
“Offer” Means a response from a Supplier, Contractor, or Service Provider to a solicitation request that, if awarded, binds the Supplier, Contractor, or Service Provider to perform in accordance with the contract. Same as bid, proposal, quotation or tender.
“Offeror” Any Vendor, Seller or Supplier submitting a competitive offer in response to a solicitation from the City. Same as Bidder or Proposer.
“Solicitation” Means an Invitation for Bid (IFB), Request for Proposal (RFP), Request for Quotations (RFQ), Request for Qualifications (RFQu) and request for sealed Offers, or any other type of formal procurement which the City makes public through advertising, mailings, or some other method of communication. It is the process by which the City seeks information, proposals, Offers, or quotes from suppliers.
“Suppliers” Firms, entities or individuals furnishing goods or services to the City.
“Vendor or Seller” A seller of goods or services.
5.2. City’s Vendor Self-Registration and Notification
Vendors must be registered in the City’s Procurement Portal at https://procurement.opengov.com/portal/phoenix to respond to solicitations and access procurement information.
Vendors are required to register in the City’s procurePHX Self-Registration System (https://eprocurement.phoenix.gov/irj/portal) prior to contract execution. Registration is not required at the time of offer submission. However, the City will not execute a contract with any awarded vendor until registration is complete.
5.3. Business in Arizona
The City will not enter contracts with Offerors (or any company(ies)) not granted authority to transact business, or not in good standing, in the state of Arizona by the Arizona Corporation Commission, unless the Offeror asserts a statutory exception prior to entering a contract with the City.
5.4. Contract Interpretation
Applicable Law: This Contract will be governed by the law of the State of Arizona, and suits pertaining to this Contract will be brought only in Federal or State courts in Maricopa County, State of Arizona.
Contract Order of Precedence: In the event of a conflict in the provisions of the Contract, as accepted by the City and as they may be amended, the following will prevail in the order set forth below:
Federal terms and conditions, if any
Special terms and conditions
Standard terms and conditions
Amendments
Statement or scope of work
Specifications
Attachments
Instructions to Contractors
Other documents referenced or included in the Solicitation
Organization – Employment Disclaimer: The Agreement resulting hereunder is not intended to constitute, create, give rise to or otherwise recognize a joint venture agreement or relationship, partnership or formal business organization of any kind, and the rights and obligations of the parties will be only those expressly set forth in the agreement. The parties agree that no persons supplied by the Contractor in the performance of Contractor’s obligations under the agreement are considered to be City’s employees and that no rights of City civil service, retirement or personnel rules accrue to such persons. The Contractor will have total responsibility for all salaries, wage bonuses, retirement, withholdings, workmen’s compensation, occupational disease compensation, unemployment compensation, other employee benefits and all taxes and premiums appurtenant thereto concerning such persons, and will save and hold the City harmless with respect thereto.
Severability: The provisions of this Contract are severable to the extent that any provision or application held to be invalid will not affect any other provision or application of the contract which may remain in effect without the invalid provision or application.
Non-Waiver of Liability: The City of Phoenix as a public entity supported by tax monies, in execution of its public trust, cannot agree to waive any lawful or legitimate right to recover monies lawfully due it. Therefore, any Contractor agrees that it will not insist upon or demand any statement whereby the City agrees to limit in advance or waive any right the City might have to recover actual lawful damages in any court of law under applicable Arizona law.
Parol Evidence: This Agreement is intended by the parties as a final expression of their agreement and is intended also as a complete and exclusive statement of the terms of this agreement. No course of prior dealings between the parties and no usage in the trade will be relevant to supplement or explain any term used in this Contract. Acceptance or acquiescence in a course of performance rendered under this contract will not be relevant to determine the meaning of this Contract even though the accepting or acquiescing party has knowledge of the nature of the performance and opportunity to object.
5.5. Contract Administration and Operation
Records: All books, accounts, reports, files and other records relating to the contract will be subject at all reasonable times to inspection and audit by the City for five years after completion of the contract. Such records will be produced at a City of Phoenix office as designated by the City. Confidentiality will be maintained, and City will not violate any proprietary or other confidentiality agreements vendor has in place.
Discrimination Prohibited: Contractor agrees to abide by the provisions of the Phoenix City Code Chapter 18, Article V as amended. Any contractor, in performing under this contract, will not discriminate against any worker, employee or applicant, or any member of the public, because of race, color, religion, sex, national origin, age or disability nor otherwise commit an unfair employment practice. The supplier and/or lessee will take action to ensure that applicants are employed, and employees are dealt with during employment without regard to their race, color, religion, sex, or national origin, age or disability and adhere to a policy to pay equal compensation to men and women who perform jobs that require substantially equal skill, effort and responsibility, and that are performed within the same establishment under similar working conditions. Such action will include but not be limited to the following: Employment, promotion, demotion or transfer, recruitment or recruitment advertising, layoff or termination; rates of pay or other forms of compensation; and selection for training; including apprenticeship. The supplier further agrees that this clause will be incorporated in all subcontracts with all labor organizations furnishing skilled, unskilled and union labor, or who may perform any such labor or services in connection with this contract. Contractor further agrees that this clause will be incorporated in all subcontracts, job-contractor agreements or subleases of this agreement entered into by supplier/lessee.
Equal Employment Opportunity and Pay: In order to do business with the City, Contractor must comply with Phoenix City Code, 1969, Chapter 18, Article V, as amended, Equal Employment Opportunity Requirements. Contractor will direct any questions in regard to these requirements to the Equal Opportunity Department, (602) 262-6790.
For a Contractor with 35 employees or fewer: Contractor in performing under this Agreement shall not discriminate against any worker, employee or applicant, or any member of the public, because of race, color, religion, sex, national origin, age, or disability, nor otherwise commit an unfair employment practice. The Contractor will ensure that applicants are employed, and employees are dealt with during employment without regard to their race, color, religion, sex, national origin, age, or disability. Such action shall include but not be limited to the following: employment, promotion, demotion or transfer, recruitment or recruitment advertising, layoff or termination; rates of pay or other forms of compensation; and selection for training; including apprenticeship. The Contractor further agrees that this clause will be incorporated in all subcontracts related to this Agreement that involve furnishing skilled, unskilled and union labor, or who may perform any such labor or services in connection with this Agreement. Contractor further agrees that this clause will be incorporated in all subcontracts, Contractor agreements or subleases of this agreement entered into by supplier/lessee.
For a Contractor with more than 35 employees: Contractor in performing under this Agreement shall not discriminate against any worker, employee or applicant, or any member of the public, because of race, color, religion, sex, national origin, age, or disability, nor otherwise commit an unfair employment practice. The Contractor will ensure that applicants are employed, and employees are dealt with during employment without regard to their race, color, religion, sex, national origin, age, or disability, and shall adhere to a policy to pay equal compensation to men and women who perform jobs that require substantially equal skill, effort, and responsibility, and that are performed within the same establishment under similar working conditions. Such action shall include but not be limited to the following: employment, promotion, demotion or transfer, recruitment or recruitment advertising, layoff or termination; rates of pay or other forms of compensation; and selection for training; including apprenticeship. The Contractor further agrees that this clause will be incorporated in all subcontracts with all labor organizations furnishing skilled, unskilled and union labor, or who may perform any such labor or services in connection with this contract. Contractor further agrees that this clause will be incorporated in all subcontracts, job-Contractor agreements or subleases of this Agreement entered into by supplier/lessee. The Contractor further agrees not to discriminate against any worker, employee or applicant, or any member of the public, because of sexual orientation or gender identity or expression and shall ensure that applicants are employed, and employees are dealt with during employment without regard to their sexual orientation or gender identity or expression.
Documentation: Suppliers and lessees may be required to provide additional documentation to the Equal Opportunity Department affirming that a nondiscriminatory policy is being utilized.
Monitoring: The Equal Opportunity Department shall monitor the employment policies and practices of suppliers and lessees subject to this article as deemed necessary. The Equal Opportunity Department is authorized to conduct on-site compliance reviews of selected firms, which may include an audit of personnel and payroll records, if necessary.
Legal Worker Requirements: The City of Phoenix is prohibited by A.R.S. § 41-4401 from awarding a contract to any Contractor who fails, or whose subcontractors fail, to comply with A.R.S. § 23-214(A). Therefore, Contractor agrees that:
Contractor and each subcontractor it uses warrants their compliance with all federal immigration laws and regulations that relate to their employees and their compliance with A.R.S. § 23-214, subsection A.
A breach of a warranty under paragraph 1 will be deemed a material breach of the contract that is subject to penalties up to and including termination of the contract.
The City of Phoenix retains the legal right to inspect the papers of any Contractor or subcontractor employee who works on the contract to ensure that the Contractor or subcontractor is complying with the warranty under paragraph 1.
Health, Environmental, and Safety Requirements: The Contractor’s products, services and facilities will be in full compliance with all applicable Federal, State and local health, environmental and safety laws, regulations, standards, codes and ordinances, regardless of whether or not they are referred to by the City. At the request of City representatives, the Contractor will provide the City:
Environmental, safety and health regulatory compliance documents (written safety programs, training records, permits, etc.) applicable to services provided by the Contractor in this contract.
A list of all federal, state, or local (EPA, OSHA, Maricopa County, etc.) citations or notice of violations issued against their firm or their subcontractors including dates, reasons, dispositions and resolutions.
The City will have the right, but not the obligation to inspect the facilities, transportation vehicles or vessels, containers and disposal facilities provided by the Contractor or subcontractor. The City will also have the right to inspect operations conducted by the Contractor or subcontractor in the performance of this agreement. The City further reserves the right to make unannounced inspections of the Contractor’s facilities (during normal business hours).
Compliance with Laws: Contractor agrees to fully observe and comply with all applicable Federal, State and local laws, regulations, standards, codes and ordinances when performing under this Contract regardless of whether they are being referred to by the City. Contractor agrees to permit City inspection of Contractor’s business records, including personnel records to verify any such compliance. Because the contractor will be acting as an independent contractor, the City assumes no responsibility for the Contractor’s acts. Contractor shall comply with the provisions of the Supplemental Terms and Conditions to All Airport Contracts attached, marked Attachment F, and incorporated herein by this reference.
Lawful Presence Requirement: Pursuant to A.R.S. §§ 1-501 and -502, the City of Phoenix is prohibited from awarding a contract to any natural person who cannot establish that he or she is lawfully present in the United States. In order to establish lawful presence, this person must produce qualifying identification and sign a City-provided affidavit affirming that the identification provided is genuine. This requirement will be imposed at the time of contract award. In the event the prevailing responder is unable to satisfy this requirement, the City will offer the award to the next-highest scoring responder. The law does not apply to fictitious entities such as corporations, partnerships and limited liability companies.
Continuation During Disputes: Contractor agrees that notwithstanding the existence of any dispute between the parties, insofar as is possible, under the terms of the contract, the Contractor will continue to perform the obligations required of Contractor during the continuation of any such dispute unless enjoined or prohibited by an Arizona Court of competent jurisdiction.
Emergency Purchases: The City reserves the right to purchase from other sources those items which are required on an emergency basis and cannot be supplied immediately from stock by the Contractor.
5.6. Costs and Payments
General: Any prompt payment terms offered must be clearly noted by the Contractor on all invoices submitted to the City for the payment of goods or services received. The City will make every effort to process payment for the purchase of material or services within thirty to forty-five calendar days after receipt of a correct invoice, unless a good faith dispute exists to any obligation to pay all or a portion of the account. Payment terms are specified in the Offer.
Payment Deduction Offset Provision: Contractor acknowledges that the City Charter requires that no payment be made to any Contractor as long as there is an outstanding obligation due to the City. Contractor agrees that any obligation it owes to the City will be offset against any payment due to the Contractor from the City.
Late Submission of Claim by Contractor: The City will not honor any invoices or claims which are tendered one year after the last item of the account accrued.
Discounts: If applicable, payment discounts will be computed from the date of receiving acceptable products, materials and/or services or correct invoice, whichever is later to the date payment is mailed.
No Advance Payments: Advance payments are not authorized. Payment will be made only for actual services or commodities that have been received, unless addressed specifically in the Scope of work for subscription services.
Fund Appropriation Contingency: The Contractor recognizes that any agreement entered into will commence upon the day first provided and continue in full force and effect until termination in accordance with its provisions. The Contractor and the City herein recognize that the continuation of any contract after the close of any given fiscal year of the City, which ends on June 30th of each year, will be subject to the approval of the budget of the City providing for or covering such contract item as an expenditure therein. The City does not represent that said budget item will be actually adopted, said determination being the determination of the City Council at the time of the adoption of the budget.
Maximum Prices: The City will not be invoiced at prices higher than those stated in any contract resulting from this Offer. Contractor certifies, by signing this Offer that the prices offered are no higher than the lowest price the Contractor charges other buyers for similar quantities under similar conditions, as applicable and shown by quotes for like services and goods. Contractor further agrees that any reductions in the price of the goods or services covered by this Offer and occurring after award will apply to the undelivered balance. The Contractor will promptly notify the City of such price reductions.
F.O.B. Point: All prices are to be quoted F.O.B. destination, unless specified elsewhere in this solicitation.
5.7. Contract Changes
Contract Amendments: Contracts will be modified only by a written contract amendment signed by persons duly authorized to enter into contracts on behalf of the Contractor. No verbal agreement or conversation with any officer, agent, or employee of the City either before or after execution of the contract, will affect or modify any of the terms or obligations contained or to be contained in the contract. Any such verbal agreements or conversation shall be considered as unofficial information and in no way binding upon the City or the Contractor. All agreements shall be in writing and contract changes shall be by written amendment signed by both parties.
Assignment - Delegation: No right or interest in this contract nor monies due hereunder will be assigned in whole or in part without written permission of the City, and no delegation of any duty of Contractor will be made without prior written permission of the City, which may be withheld for good cause. Any assignment or delegation made in violation of this section will be void.
Non-Exclusive Contract: Any contract resulting from this solicitation will be awarded with the understanding and agreement that it is for the sole convenience of the City. The City reserves the right to obtain like goods or services from another source when necessary.
5.8. Risk of Loss and Liability
Title and Risk of Loss: The title and risk of loss of material or service will not pass to the City until the City actually receives the material or service at the point of delivery; and such loss, injury, or destruction will not release seller from any obligation hereunder.
Acceptance: All material or service is subject to final inspection and acceptance by the City. Material or service failing to conform to the specifications of this contract will be held at Contractor's risk and may be returned to the Contractor. If so returned, all costs are the responsibility of the Contractor. Noncompliance will conform to the cancellation clause set forth in this document.
Force Majeure: Except for payment of sums due, neither party will be liable to the other nor deemed in default under this contract if and to the extent that such party's performance of this contract is prevented by reason of force majeure. The term "force majeure" means an occurrence that is beyond the control of the party affected and occurs without its fault or negligence. Force majeure will not include late performance by a subcontractor unless the delay arises out of a force majeure occurrence in accordance with this force majeure term and condition. If either party is delayed at any time in the progress of the work by force majeure, the delayed party will notify the other party in writing of such delay, as soon as is practical, of the commencement thereof and will specify the causes of such delay in such notice. Such notice will be hand-delivered or mailed certified-return receipt and will make a specific reference to this provision, thereby invoking its provisions. The delayed party will cause such delay to cease as soon as practicable and will notify the other party in writing when it has done so. The time of completion will be extended by contract modification for a period of time equal to the time that results or effects of such delay prevent the delayed party from performing in accordance with this contract.
Loss of Materials: The City does not assume any responsibility, at any time, for the protection of or for loss of materials, from the time that the contract operations have commenced until the final acceptance of the work by the City.
Contract Performance: Contractor will furnish all necessary labor, tools, equipment, and supplies to perform the required services at the City facilities designated, unless otherwise specifically addressed in the scope, or elsewhere in this Agreement. The ADR or designee will decide all questions which may arise as to the quality and acceptability of any work performed under the contract. If, in the opinion of the ADR or designee, performance becomes unsatisfactory, the City will notify the Contractor. The Contractor will have 30 days from that time to correct any specific instances of unsatisfactory performance, unless a different amount of time is specified in the agreement. In the event the unsatisfactory performance is not corrected within the time specified, the City will have the immediate right to complete the work to its satisfaction and will deduct the cost to cover from any balances due or to become due the Contractor. Repeated incidences of unsatisfactory performance may result in cancellation of the agreement for default.
Damage to City Property: Contractor will perform all work so that no damage to the building or grounds results. Contractor will repair any damage caused to the satisfaction of the City at no cost to the City. Contractor will take care to avoid damage to adjacent finished materials that are to remain. If finished materials are damaged, Contractor will repair and finish to match existing material as approved by the City at Contractor's expense.
5.9. City's Contractual Rights
Whenever one party to this contract in good faith has reason to question the other party's intent to perform, the former party may demand that the other party give a written assurance of this intent to perform. In the event that a demand is made and no written assurance is given within five days, the demanding party may treat this failure as an anticipatory repudiation of this contract.
Non-Exclusive Remedies: The rights and remedies of the City under this Contract are non-exclusive.
Default in One Installment to Constitute Breach: Each installment or lot of the agreement is dependent on every other installment or lot and a delivery of non-conforming goods or a default of any nature under one installment or lot will impair the value of the whole agreement and constitutes a total breach of the agreement as a whole.
On Time Delivery: Because the City is providing services which involve health, safety and welfare of the general public, delivery time is of the essence. Delivery must be made in accordance with the delivery schedule promised by the Contractor.
Default: In case of default by the Contractor, the City may, by written notice, cancel this contract and repurchase from another source and may recover the excess costs by (1) deduction from an unpaid balance due; (2) collection against the Solicitation and/or Performance Bond, or (3) a combination of the aforementioned remedies or other remedies as provided by law.
Covenant Against Contingent Fees: Seller warrants that no person or selling agent has been employed or retained to solicit or secure this contract upon an agreement or understanding for a commission, percentage, brokerage, or contingent fee, excepting bona fide employers or bona fide established commercial or selling agencies maintained by the seller for the purpose of securing business. For breach or violation of this warranty, the City will have the right to annul the contract without liability or in its discretion to deduct from the contract price a consideration, or otherwise recover the full amount of such commission, brokerage or contingent fee.
Cost Justification: In the event only one response is received, the City may require that the Contractor submit a cost proposal in sufficient detail for the City to perform a cost/price analysis to determine if the Offer price is fair and reasonable.
Work Product, Equipment, and Materials: All work product, equipment, or materials created or purchased under this contract belongs to the City and must be delivered to the City at City’s request upon termination of this contract. Contractor agrees to assign to City all rights and interests Contractor may have in materials prepared under this contract that are “works for hire” within the meaning of the copyright laws of the United States, including any right to derivative use of the material.
5.10. Contract Termination
Gratuities: The City may, by written notice to the Contractor, cancel this contract if it is found that gratuities, in the form of entertainment, gifts or otherwise, were offered or given by the Contractor or any agent or representative of the Contractor, to any officer or employee of the City making any determinations with respect to the performing of such contract. In the event this contract is canceled by the City pursuant to this provision, the City will be entitled, in addition to any other rights and remedies, to recover or withhold from the Contractor the amount of the gratuity.
Conditions and Causes for Termination:
This contract may be terminated at any time by mutual written consent, or by the City, with or without cause, upon giving thirty-day written notice to Contractor. The City at its convenience, by written notice, may terminate this contract, in whole or in part. If this contract is terminated, the City will be liable only for payment under the payment provisions of this contract for services rendered and accepted material received by the City before the effective date of termination. Title to all materials, work-in-process and completed but undeliverable goods, will pass to the City after costs are claimed and allowed. The Seller will submit detailed cost claims in an acceptable manner and will permit the City to examine such books and records as may be necessary in order to verify the reasonableness of any claims.
The City reserves the right to cancel the whole or any part of this contract due to failure of Contractor to carry out any term, promise, or condition of the contract. The City will issue a written notice of default to Contractor for acting or failing to act as in any of the following:
In the opinion of the City, Contractor provides personnel who do not meet the requirements of the contract;
In the opinion of the City, Contractor fails to perform adequately the stipulations, conditions or services/specifications required in this contract;
In the opinion of the City, Contractor attempts to impose on the City personnel or materials, products or workmanship, which is of an unacceptable quality;
Contractor fails to furnish the required service and/or product within the time stipulated in the contract;
In the opinion of the City, Contractor fails to make progress in the performance of the requirements of the contract and/or gives the City a positive indication that Contractor will not or cannot perform to the requirements of the contract.
Contract Cancellation: All parties acknowledge that this contract is subject to cancellation by the City of Phoenix pursuant to the provision of Section 38-511, Arizona Revised Statutes.
5.11. Notice
All notices, consents, approvals, and other communications (notices) between the City and Contractor that are required to be given under this Contract shall be in writing and given by (A) personal delivery, (B) email with return receipt requested (read receipt), (C) facsimile transmittal with delivery confirmation, (D) prepaid delivery to any commercial air courier or express delivery service, or (E) registered or certified mail, postage prepaid and return receipt requested, through the United States Postal Service.
Notices to the City shall be sent to both:
City of Phoenix Aviation Department
Aviation Headquarters
ATTN: Contracts & Services Division
2485 East Buckeye Road
Phoenix, AZ 85034
Facsimile: 602-273-2080
Email: avn.contract.services@phoenix.gov
City of Phoenix Aviation Department
Aviation Headquarters
ATTN: Customer Service Manager
Public Relations Division
2485 East Buckeye Road
Phoenix, AZ 85034
Email: misty.cisneros-contreras@phoenix.gov
Notice to Contractor shall be sent to the person at the mailing address, email address, or fax number listed by Contractor in its Offer Page of this Contract.
Notice given in compliance with this Section is deemed received (A) on the day it is personally delivered, (B) on the day it is sent by email, (C) on the day it is sent by facsimile transmittal, (D) two (2) days after it is deposited with any commercial air courier or express delivery service, or (E) five (5) days after it is sent by registered or certified mail as provided above. Any time period stated in a notice shall commence on the date the notice is deemed received. Actual receipt is not required.
If notice is sent by email or facsimile transmittal, then a paper copy shall be sent by prepaid regular first-class mail through the United States Postal Service to the Party at the address listed above. Duplicate notice is merely a courtesy and does not change or extend the effective date of the notice. The failure to receive the duplicate notice does not affect the validity of the notice sent by email or facsimile transmittal.
5.12. State and Local Transaction Privilege Taxes
In accordance with state and local law, transaction privilege taxes may be applicable to this transaction. The state and local transaction privilege (sales) tax burden and legal liability to remit taxes are on the Contractor that is conducting business in Arizona and the City of Phoenix. Any failure by the Contractor to collect applicable taxes from the City will not relieve the Contractor from its obligation to remit taxes. It is the responsibility of the prospective bidder to determine any applicable taxes. The City will look at the price or offer submitted and will not deduct, add or alter pricing based on any taxes, nor will the City provide advice or guidance. If you have questions regarding your tax liability, please seek advice from a tax professional prior to submitting your Offer. You may also find information at https://www.phoenix.gov/finance/plt or https://www.azdor.gov/Business. Once your Offer is submitted, the Offer is valid for the time specified in this Solicitation, regardless of mistake or omission of tax liability. If the City finds over payment of a project due to tax consideration that was not due, the Contractor will be liable to the City for that amount, and by contracting with the City, the Contractor agrees to remit any overpayments back to the City for miscalculations on taxes included in an offer price.
5.13. Tax Indemnification
Contractor will pay all federal, state and local taxes applicable to its operation and any persons employed by the Contractor, and require the same of all subcontractors. Contractor will hold the City harmless from any responsibility for: taxes, penalties and interest, if applicable, contributions required under federal, and/or state and local laws and regulations, and any other costs including unemployment compensation insurance, Social Security and Worker's Compensation, and require the same of all subcontractors.
5.14. Tax Responsibility Qualification
Contractor may be required to establish, to the satisfaction of City, that any and all fees and taxes due to the City or the State of Arizona for any License or Transaction Privilege taxes, Use Taxes or similar excise taxes, are currently paid (except for matters under legal protest). Contractor agrees to a waiver of the confidentiality provisions contained in the City Finance Code and any similar confidentiality provisions contained in Arizona statutes relative to State Transaction Privilege Taxes or Use Taxes. Contractor agrees to provide written authorization to the City Finance Department and to the Arizona Department of Revenue to release tax information relative to Arizona Transaction Privilege Taxes or Arizona Use Taxes in order to assist the Department in evaluating Contractor's qualifications for and compliance with contract for duration of the term of contract.
5.15. No Israel Boycott
If this Contract is valued at $100,000 or more and requires Contractor (a company engaging in for-profit activity and having ten or more full-time employees) to acquire or dispose of services, supplies, information technology, or construction, then Contractor must certify and agree that it does not and will not boycott goods or services from Israel, pursuant to Title 35, Chapter 2, Article 9 of the Arizona Revised Statutes. Provided that these statutory requirements are applicable, Contractor by entering this Contract now certifies that it is not currently engaged in, and agrees for the duration of the Contract to not engage in, a boycott of goods or services from Israel.
5.16. No Forced Labor of Ethnic Uyghurs
If this Contract requires Contractor (a company engaging in for-profit activity and having ten or more full-time employees) to acquire or dispose of services, supplies, information technology, goods, or construction, then pursuant to Title 35, Chapter 2, Article 10 of the Arizona Revised Statutes Contractor must certify and agree that it and any contractors, subcontractors, or suppliers it utilizes do not and will not use the forced labor of ethnic Uyghurs in the People’s Republic of China or any goods or services produced by such forced labor. Provided these statutory requirements are applicable, Contractor, by entering this Contract, now certifies it is not currently engaged in, and agrees for the duration of the Contract to not engage in, (a) the use of forced labor of ethnic Uyghurs in the People’s Republic of China; (b) the use of any goods or services produced by the forced labor of ethnic Uyghurs in the People’s Republic of China; or (c) the use of any contractors, subcontractors, or suppliers that use the forced labor or any goods or services produced by the forced labor of ethnic Uyghurs in the People’s Republic of China.
5.17. Advertising
Except as required by law, Contractor shall not publish, release, disclose or announce to any member of the public, press, official body, or any other third party any information or documents concerning this Agreement or any part thereof without the prior written consent of the City. The name of any City site on which services are performed by the Contractor pursuant to this Agreement shall not be used in any advertising or other promotional context by Contractor without the prior written consent of the City. Please refer to the Aviation Department's Contractor Communication Procedures at https://www.skyharbor.com/airport-business/on-airport-business/consultants-contractors-tenants/.
5.18. Strict Performance
Failure of either party to insist upon the strict performance of any item or condition of the contract or to exercise or delay the exercise of any right or remedy provided in the contract, or by law, or the acceptance of materials or services, obligations imposed by this contract, or by law, will not be deemed a waiver of any right of either party to insist upon the strict performance of the contract.
5.19. Authorized Changes
The City reserves the right at any time to make changes in any one or more of the following: (a) specifications; (b) methods of shipment or packing; (c) place of delivery; (d) time of delivery; and/or (e) quantities. If the change causes an increase or decrease in the cost of or the time required for performance, an equitable adjustment may be made in the price or delivery schedule, or both. Any claim for adjustment will be deemed waived unless asserted in writing within sixty days from the receipt of the change. Price increases or extensions of delivery time will not be binding on the City unless evidenced in writing and approved by the Chief Procurement Officer prior to the institution of the change.
5.20. Attorney Fees
In any contested action related to or arising out of this Contract, the prevailing party shall recover its attorney fees, court costs, and other expenses from the other party. Where there are no competing claims, “prevailing party” means the party that substantially obtained the relief sought. Where there are competing claims, the prevailing party is the net winner or the party who prevailed in a totality of the litigation.
5.21. Headings
Headings for articles, sections, and paragraphs are for reference only and do not limit the content or scope of any provision of this Contract.
5.22. National Emergency
This Contract is subject to the right of the United States to control, operate, and regulate the Airport and to use of the Airport during the time of war or national emergency.
5.23. No Impairment of Title
Contractor and its agents, employees, and contractors shall not cause or allow any person or entity to cause any lien, cloud, charge, or encumbrance to be filed, recorded, or imposed on the Airport or any portion thereof.
5.24. No Personal Liability
The City’s officers, officials, agents, and employees are not personally liable to Contractor for any default or breach of this Contract by the City, are not liable for any amount that may become due to Contractor, and are not obligated to perform under any provision of this Contract.
5.25. Successors and Assigns
This Contract binds the parties and their owners, officers, directors, managers, members, agents, employees, representatives, trustees, executors, personal representatives, and successors.
5.26. Termination for Non-Appropriation of Funds
This Contract is contingent on the appropriation of adequate funds by the Phoenix City Council for each fiscal year during the term of this Contract. If adequate funds are not appropriated, then this Contract shall terminate on June 30 of the last fiscal year for which funds were appropriated. The termination shall be without penalty or any liability by the City.
5.27. Breach and Remedies for Breach
The occurrence of any of the following events shall be deemed a material breach of this Contract by Contractor:
Contractor fails to pay any amount when due and the failure continues for ten (10) days after notice from the City.
Except for the non-monetary events of breach listed below, Contractor fails to perform any non-monetary obligation under this Contract and the failure continues for ten (10) days after notice from the City.
Contractor fails to procure and maintain the insurance coverages required under this Contract and the failure continues for one (1) day after notice from the City.
Contractor breaches any other lease, contract, agreement, or permit it has with the City.
Contractor files a voluntary petition in bankruptcy; is adjudicated bankrupt or insolvent; takes the benefit of any law applicable to bankrupt or insolvent debtors; files a petition or action seeking reorganization, arrangement, composition, readjustment, liquidation, dissolution, or similar relief; seeks or acquiesces to the appointment of a trustee, receiver, or liquidator of all or a substantial part of Contractor’s assets; or makes any general assignment for the benefit of creditors.
Contractor violates any federal, state, or local law, rule, regulation, or ordinance related to this Contract and the violation continues for ten (10) days after notice from the City.
Upon the occurrence of any breach by Contractor, the City may elect to do any or all the following at one time or over a period of time:
File a civil action or actions to, among other things, enforce this Contract and recover all amounts due, all attorney fees, court costs, and other expenses incurred.
Exercise any and all remedies allowed at law or in equity.
Recover all attorney fees, court costs, and other expenses incurred, whether or not a civil action or other judicial proceeding is filed.
The City’s exercise of any remedy does not terminate and shall not be construed to terminate this Contract. Termination of this Contract must be evidenced by a writing signed by the City for that purpose. The foregoing list of remedies is not exhaustive, and the rights and remedies of the City under this Contract are non-exclusive.
5.28. Claims Against the City
Contractor shall comply with the procedures set forth in Chapter XVIII, § 14 of the Charter of the City of Phoenix (claims or demands against the City) and A.R.S. § 12-821 and § 12-821.01 (notice of claim statutes) for presenting claims or demands against the City. Nothing in this Contract constitutes a contractual term that requires a dispute resolution process, an administrative claims process, or review process, as those terms are used in A.R.S. § 12-821.01(C), so as to affect the date on which a cause of action accrues under A.R.S. § 12-821.01(A) and (B).
5.29. Delinquent Account Fee
Any amount that is not paid by Contractor when due is deemed delinquent. If the delinquent amount remains unpaid for ten (10) days, then a delinquent account fee of eighteen percent (18%) per annum shall be assessed according to Phoenix City Code § 4-7. Delinquent account fees shall be computed and accrued on a daily basis and assessed until the account balance, including delinquent account fees, is paid in full. Delinquent account fees are due from Contractor upon demand by the City.
5.30. Entire Agreement
This Contract constitutes the entire agreement between the parties and supersedes all prior written and oral agreements, understandings, discussions, proposals, negotiations, communications, representations, and correspondence related to this Contract. The parties are not bound by any obligation not provided for in this Contract. Contractor certifies that it was not induced to enter into this Contract by any misrepresentation, undue influence, or coercion by the City or any of its officers, officials, agents, or employees. The Attachments to this Contract are material parts of this Contract and are incorporated herein by this reference.
5.31. Fair Interpretation
Contractor agrees that the rule that ambiguous or vague language in a contract is construed against the drafter is waived and does not apply to this Contract. Contractor agrees that this Contract shall be interpreted fairly and not against the City simply because the City drafted this Contract.
5.32. No Third-Party Beneficiaries
Except as expressly provided in this Contract, nothing contained herein creates or may be construed to create any right or privilege in any person or entity that is not a party to this Contract.
5.33. Contractor Requirements for the Mitigation of Heat-Related Illnesses and Injuries in the Workplace
Any Contractor whose employees and contract workers perform work in an outdoor environment under this contract must keep on file a written heat safety plan. The City may request a copy of this plan and documentation of all heat safety and mitigation efforts currently implemented to prevent heat-related illnesses and injuries in the workplace. The plan must also be posted in English and Spanish on a bulletin board in a break room where it is accessible to employees. If a Contractor does not have a break room, the heat safety plan must be physically placed in a conspicuous location in the workplace where notices to employees are customarily posted. The heat safety plan must also include a contact number of the contractor that all employees and contract workers can call if they need to inquire or report any heat safety issues and contain language that the contractor will not retaliate against any employee or contract worker who reports an alleged heat safety violation or who otherwise avails themselves of the protections provided in this article. At a minimum, the heat safety and mitigation plan and documentation required under this provision shall include each of the following as it relates to heat safety and mitigation:
Availability of sanitized cool drinking water free of charge at locations that are accessible to all employees and contract workers.
Ability to take regular and necessary breaks as needed and additional breaks for hydration.
Access to shaded areas and/or air conditioning.
Access to air conditioning in vehicles with enclosed cabs. Beginning on April 1, 2026, all Contractors shall regularly monitor vehicles to ensure all vehicles with enclosed cabs have properly functioning air conditioning per the manufacturer specifications. The heat safety and mitigation plan shall include how the Contractor will monitor vehicle air conditioning to comply with this subsection.
Effective acclimatization practices to promote the physiological adaptations of employees or contract workers newly assigned or reassigned to work in an outside environment.
Conduct training and make it available and understandable to all employees and contract workers on heat illness and injury that focuses on the environmental and personal risk factors, prevention, how to recognize and report signs and symptoms of heat illness and injury, how to administer appropriate first aid measures and how to report heat illness and injury to emergency medical personnel.
In addition to the documents required in subsections A - F above, upon request Contractors shall provide additional documentation verifying that mitigation efforts to protect against heat related illness or injury in the workplace are being utilized.
Contractor shall sign and return to the City a submittal acknowledging and confirming Contractor’s ability to comply with Phoenix City Code Sections 18-413, 414, and 415.
The Contractor further agrees that this clause will be incorporated in all subcontracts with subcontractors, sublicensees or sublessees who may perform labor or services in connection with this contract. Additionally, the Contractor agrees to require all subcontractors, sublicensees or sublessees to include this clause in all contracts with any third party who is contracted to perform labor or services in connection with this contract. It is the obligation of the Contractor to ensure compliance by its subcontractors.
5.34. Title VI Solicitation Notice
The City, in accordance with the provisions of Title VI of the Civil Rights Act of 1964 (78 Stat. 252, 42 U.S.C. §§ 2000d to 2000d-4), 28 CFR § 50.3, and 49 CFR Part 21, hereby notifies all bidders that it will affirmatively ensure that any contract entered into pursuant to this advertisement, all contractors will be afforded full opportunity to submit bids in response to this invitation and will not be discriminated against on the grounds of the owner’s race, color, national origin, sex, creed, age, or disability in consideration for an award.
6. Special Terms and Conditions
6.1. Term of Contract
The term of this Agreement will be for 5 years, beginning on the Commencement Date, with no options to extend.
6.2. Method of Ordering
Contractor shall deliver items and/or services only upon receipt of a written purchase order. All Contractor invoices and packing/delivery tickets must include the City of Phoenix purchase order number.
6.3. Method of Invoicing
Invoices are issued once a month all areas, with separate invoices prepared for the Rental Car Center and the Badging Office. This results in three (3) distinct invoices each month. Invoice must be emailed in .pdf format to invoices@phoenix.gov and misty.cisneros-contreras@phoenix.gov and must include the following:
City purchase order number or shopping cart number
Items listed individually by the written description and part number
Unit price, extended and totaled
Quantity ordered, back ordered, and shipped
Applicable tax
Invoice number and date
Delivery address
Payment terms
FOB terms
Remit to address
6.4. Method of Payment
Payment to be made from Contractor’s invoice and a copy of the signed delivery/service ticket submitted to cover items received and accepted during the monthly billing period.
6.5. Partial Payments
Partial payments are authorized on individual purchase orders. Payment will be made for actual goods and services received and accepted by the City.
6.6. Supplier Profile Changes
It is the responsibility of the Contractor to promptly update their profile in procurePHX at https://www.phoenix.gov/procure. If Contractor’s legal identity has changed, the Procurement Officer must be notified immediately. Failure to do so may result in non-payment of invoices and contract termination.
6.7. Estimated Quantities or Dollar Amounts (Requirements Contracts Only)
Quantities and dollar amounts listed are the City’s best estimate and do not obligate the City to order or accept more than City’s actual requirements during the period of this agreement, as determined by actual needs and availability or appropriated funds. It is expressly understood and agreed that the resulting contract is to supply the City with its complete actual requirement for the contract period.
6.8. Suspensions of Work
The City reserves the right to suspend work wholly or in part if deemed necessary for the best interest of the City. This suspension will be without compensation to the Contractor, other than to adjust the contract completion/delivery requirements.
6.9. Hours of Work
All work under this contract shall be coordinated with the ADR or designee. Any changes to the established schedule must have prior written approval by the ADR or designee.
6.10. Performance Interference
Contractor shall notify the ADR or designee immediately of any occurrence and/or condition that interferes with the full performance of the contract and confirm it in writing within 24 hours.
Department Contact: Misty Cisneros-Contreras
Phone: 602-273-8888
Email: misty.cisneros-contreras@phoenix.gov
6.11. Cooperative Agreement
In addition to the City and with approval of the Contractor, this contract may be extended for use by other municipalities, public agencies owning public-use airports, and government agencies in the State of Arizona as well as other states.
6.12. Communication in English
It is mandatory that the Contractor’s lead person assigned to any City facility can speak, read, and write in English to effectively communicate with City staff.
6.13. Contractor Assignments
The Contractor hereby agrees that any of its employees who may be assigned to a City site to satisfy obligations under this contract shall be used exclusively for that purpose during the hours when they are working in areas covered by this contract and shall perform no work at other City facilities. If other services, in addition to or separate from, the services specified herein, may be deemed necessary by the Chief Procurement Officer or his authorized representative, the Contractor may be requested to perform the additional or special service.
6.14. Telephone Use
Contractor shall be allowed job-related use of City telephone service at no cost to the Contractor and as designated by the City for use. The Contractor will pay any cost to repair damage caused by Contractor to the telephone equipment over and above normal wear and tear. Toll calls are not permitted by Contractor employees.
A list of emergency telephone numbers shall be maintained at the work locations by the Contractor and will include the Police and Fire Departments.
Personal cell phone use by Contractor employees is prohibited while performing duties under this contract. Telephone calls from all types of phones are restricted to breaks and lunches. Emergency calls will be placed and received at designated City telephones only. This includes communications between Contractor Management and onsite employees.
6.15. Transition of Contract
Contractor will, without limitation, provide important information to a successor Contractor and the City to ensure continuity of service at the required level of proficiency and agrees to provide to the City all files, supplies, data, records, and any other properties or materials of the City, which the City owns or has rights to pursuant to this contract and which are in the possession of Contractor. The provisions of this section will survive the expiration or termination of this contract.
6.16. Types of Work Supervision
The Contractor shall provide onsite supervision and appropriate training to assure competent performance of the work. Contractor or authorized agent will make sufficient daily routine inspections to ensure the work is performed as required by this contract.
6.17. Contract Worker Background Screening
Contractor agrees that all Contract Workers that Contractor allows to perform work under this Contract shall be subject to background and security checks and screening (Background Screening). Contractor must pay for the cost of all Background Screenings, unless otherwise provided in the Scope of Work. Contractor agrees that Background Screenings required by this Section is necessary to preserve and protect public health, safety, and welfare. The Background Screening requirements set forth in this Section are the minimum requirements for this Contract. The City does not warrant or represent that the minimum requirements are sufficient to protect Contractor from any liability that may arise out of Contractor’s work under this Contract or Contractor’s failure to comply with this Section. Therefore, in addition to the Background Screening measures set forth below, Contractor and its Contract Workers shall take such other reasonable, prudent, and necessary measures to further preserve and protect public health, safety, and welfare when providing work under this Contract.
As used in this Section, “Contract Worker” means a person performing work for the City, including (1) a person or entity that has a contract with the City, (2) a worker of a person or entity that has a contract with the City, (3) a worker of a subcontractor of a person or entity that has a contract with the City, and (4) a worker of a tenant of the City. (City of Phoenix A.R. 4.45)
6.18. Legal Worker Background Check
Pursuant to Arizona Revised Statutes (A.R.S.) § 41-4401, Contractor must verify the legal Arizona worker status of each Contract Worker. Contractor must conduct and all Contract Workers must pass a background check for their real identity and legal name prior to performing any work under this Contract.
6.19. City Rights Regarding Security Inquiries
In addition to a Legal Worker Background Check, the City reserves the right to require Contractor to:
Have a Contract Worker provide fingerprints and execute any document that is necessary to obtain criminal justice information pursuant to A.R.S. § 41-1750(G)(4) or Phoenix City Code § 4-22 or both;
Act on newly acquired information, whether or not the information should have been previously discovered;
Unilaterally change its standards and criteria related to the acceptability of Contract Workers; and
Object, at any time and for any reason, to a Contract Worker performing work under this Contract, including supervision and oversight services.
6.20. Contractor Certification
By entering into this Contract, Contractor certifies that Contractor has read the Background Screening requirements and criteria in this Section, understands them, and that all Background Screening information furnished to the City is accurate, complete, and current. A Contract Worker that is rejected for work under this Contract shall not perform any work under any other contract or engagement Contractor has with the City without the City’s prior written approval.
6.21. Contractor’s Contracts and Subcontracts
Contractor shall include the terms of this Section for Contract Worker Background Screening in all contracts and subcontracts for work performed under this Contract, including supervision and oversight services.
6.22. Materiality of Background Screening Requirements and Indemnity
The Background Screening requirements of this Section are material to the City’s decision to enter into this Contract. Any breach of this Section by Contractor shall be deemed a material breach of this Contract. In addition to any other indemnification provision in this Contract, Contractor shall defend, indemnify, and hold harmless the City from and against any and all claims, actions, liabilities, damages, losses, and expenses (Claims) arising out of this Background Screening Section, including the Contractor’s disqualification of any Contract Worker or the City’s failure to enforce this Section.
6.23. Continuing Duty and Audit
Contractor’s obligation to ensure that all Contract Workers pass a Background Screening pursuant to Section shall continue throughout the entire term of this Contract. Contractor shall immediately notify the City of any change to a Contract Worker’s Background Screening. Contractor shall maintain all records and documents related to all Background Screenings and the City reserves the right to audit Contractor’s compliance with this Section.
6.24. Contract Worker Access Controls and Airport Security Badge Requirements
Contractor shall not allow a Contract Worker to begin work under this Contract until Contractor has completed the Background Screening required by the City and the City has issued the appropriate airport security badge to the Contract Worker. The airport security badge will grant the Contract Worker unescorted access authority only to the area or areas of the Airport that the Contract Worker must enter in order to perform work under this Contract. When a Contract Worker’s work in any area ends, the Contract Worker’s access authority to that area ends. Any Contract Worker that attempts to enter a restricted area or sterile area, as those terms are defined below, of the Airport without proper authority is an immediate breach of this Contract.
6.25. Security Identification Display Area (SIDA) Badge Process
Each Contract Worker that needs unescorted access authority to a restricted or sterile area of the Airport in order to perform work under this Contract must receive a security identification display area (SIDA) badge from the Aviation Department’s Public Safety and Security Division’s Badging Office. Contractor must make arrangements with the City to have each Contract Worker proceed to the Badging Office for processing. The Badging Office will not issue a SIDA badge until the Contract Worker passes a fingerprint-based criminal history background check (CHRC) required by federal law (49 C.F.R. § 1542.209) and § 4-22(C) of the Phoenix City Code and passes a security threat assessment as mandated by the TSA through a security directive (49 C.F.R. § 1542.303). The Contract Worker shall comply with all requirements of and furnish all information requested by the Badging Office. Contractor shall pay for all fees associated with SIDA badging process, unless otherwise provided in the Scope of Work. Fees will be assessed according to § 4-22(D) of the Phoenix City Code. Current badging procedures and fees are available for review at: https://www.skyharbor.com/airport-business/security-badging/.
As used in this Section, “restricted area” means the secured area and SIDA area of the Airport. “Secured area” means the part of the Airport in which certain federal security measures are implemented and where airlines enplane and deplane passengers and load baggage. “SIDA area” means the secured area and other areas designated by the Aviation Department, which include air operation areas, ground transportation areas, and the Rental Car Center security doors. “Sterile area” means the part of the Airport that provides passengers access to board aircraft and is controlled by the TSA or the airline by screening of persons and property. See § 4-22 of the Phoenix City Code and Rules 05-01 and 05-09 of the Aviation Department Rules and Regulations for a complete definition of the foregoing terms.
6.26. Risk-Based Background Check Process
The City has established two levels of risk for Contract Worker background checks: standard risk and maximum risk. If the Scope of Work changes, the City may change the level of risk, which may require Contractor conduct additional investigations and incur additional costs in order to process a background check and obtain the required airport security badge. Contract Workers who receive a SIDA badge are exempt from a standard and maximum risk background check.
A MAXIMUM RISK BACKGROUND CHECK is required for all non-exempt Contract Workers performing work under this Contract.
As used in this Section, “background check” means the fact-gathering process described in City of Phoenix A.R. 4.45 that is conducted to obtain information regarding a Contract Worker’s legal Arizona eligibility, criminal history, driving history, certifications, and other matters that may affect the Contract Worker’s ability or fitness to perform work under this Contract.
Before any work is performed under this Contract, Contractor shall provide the City with a list of its Contract Workers.
If any dispute arises related to a background check process or criminal history check information, then Contractor and the affected Contract Worker will resolve the dispute. The City will not get involved in resolving any such dispute.
In making the determination whether information in a background check renders the Contract Worker disqualified, Contractor should be guided by the following principles and guidelines:
Disqualification should not be based solely on a criminal conviction, unless the conviction related to performance under this Contract.
Arrests that did not result in a conviction being entered or charges being filed may not be considered.
Not all criminal convictions or other negative information obtained in a background check will disqualify a Contract Worker from working under this Contract.
Contractor must evaluate the relevance of the information to the work the Contract Worker will perform under this Contract.
Contractor must consider the following factors in determining whether negative background information disqualifies a Contract Worker:
Duties of the position
Time, nature, and number of negative events and convictions
Attempts and extent of rehabilitation efforts
The relation between the duties of the position and the nature of the crime committed
The analysis of whether any information in a background check is a potentially disqualifying factor involves looking at the requirements of the Contract, the Scope of Work, where the work will be performed, the need for access to restricted areas, and the type of persons or places the Contract Worker will encounter. Contractor should review the background check results and determine whether the nature of the conviction or crime reported would create a risk to the City based on the Contract’s requirements.
For a Contract Worker requiring a standard risk background check, potentially disqualifying convictions include a record of theft, identity theft, computer fraud or abuse, burglary, arson, crimes against property, violent crimes, or other crimes involving dishonesty, or embezzlement.
For a Contract Worker requiring a maximum risk background check, potentially disqualifying convictions include a record of child molestation, assault, sexual assault, crimes against a person, public indecency, drug offenses, forgery, theft, burglary, arson, crimes against property, violent crimes, crimes for financial gain, identity theft, computer fraud or abuse, and embezzlement.
If a background check shows that the disposition of an arrest is unknown, then Contractor must determine the disposition of the arrest.
Contractor will obtain a Contract Worker disclosure from each Contract Worker who will perform work under this Contract. Contractor will provide the Contract Worker disclosures to the City upon request. “Contract Worker disclosure” means an affidavit by a Contract Worker disclosing his or her prior criminal record. The Contract Worker disclosure must list all criminal convictions, including the nature of the crime, the date of the conviction, and the location where the crime and conviction occurred. The Contract Worker disclosure also grants to the City the right to review the background check results. (City of Phoenix A.R. 4.45)
In a standard risk background check, Contractor must review the results of the background check and decide if a Contract Worker should be disqualified for work under this Contract. Contractor must engage in whatever due diligence is necessary to make the decision on whether to disqualify a Contract Worker. After Contractor has made its decisions, a list of names of qualified Contract Workers will be provided to the City.
In a maximum risk background check, Contractor must conduct the same review as in a standard risk background check. However, when submitting its list of qualified Contract Workers, Contractor must also submit the results of the background checks to the City for review. After its review, the City will either approve or deny each Contract Worker.
If the City approves a Contract Worker, then the City will notify Contractor of that fact and the Aviation Department will issue the appropriate airport security badge to the Contract Worker.
If the City denies a Contract Worker, then the City will notify Contractor of that fact and Contractor will reevaluate the Contract Worker to determine whether the person should be disqualified. If Contractor believes there are extenuating circumstances that suggest that the Contract Worker should not be disqualified, then Contractor will discuss those circumstances with the City. The City will review the matter and its decision on disqualification is final.
The City may set up a secure folder or drop box for confidential materials related to maximum risk background checks. The City will not keep records related to maximum risk background checks after they are reviewed.
If Contractor is a sole proprietor, Contractor must submit to the City a copy of his or her own background check and a background check for all business partners, member, and employees that will work under this Contract and for whom the background check requirements of City of Phoenix A.R. 4.45 apply.
Contractor shall determine whether a Contract Worker is disqualified from performing work under this Contract.
6.27. Maximum Risk Background Check
A maximum risk background check must be conducted for the term of this Contract or five (5) years, whichever is shorter. Contractor shall conduct a maximum risk background check on all Contract Workers whose work under this Contract requires:
Working directly with a vulnerable adult or child under age 18,
Any responsibility for the receipt of payment of City funds or control of inventories, assets, or records that are at risk of misappropriation,
Unescorted access to City data centers, money rooms, high-valve equipment rooms,
Access to a private residence,
Access to Homeland Defense Bureau-identified critical infrastructure sites or facilities, or
Responsibility or access to City-identified critical infrastructure sites, City networks or data, cyber/IT/network assets, digital or cyber assets, workstations, or servers, by either remote or direct access.
6.28. Scope of the Maximum Risk Background Check
The maximum risk background check conducted by Contractor must include the search criteria conducted under a standard risk background check in addition to a search for all felony and misdemeanor convictions (not including traffic or parking violations), a sex offender check, and a search for all outstanding warrants. Based on the Scope of Work, Contractor shall also conduct a credit check (for cash handling, accounting, and compliance positions only), driving records check (for driving positions only), and fingerprint verification when the Contract Worker is working directly with a child under age 18 or a vulnerable adult or the work under the Contract will take the Contract Worker to a criminal justice information system (CJIS) location.
Maximum risk background checks are valid for the term of this Contract or three (3) years, whichever is shorter.
6.29. Maximum Risk Background Check for Child Care Staff Members
If the Scope of Work of this Contract involves work as a child care staff member, then Contractor will conduct a maximum risk background check.
6.30. Criminal Justice Information System (CJIS) Maximum Risk Background Check
If the Scope of Work of this Contract requires unescorted access to a CJIS location or if Contractor will have access to a CJIS infrastructure or information, then a CJIS maximum risk background check will be conducted, reviewed, and approved by the Phoenix Police Department or the Arizona Department of Public Safety.
6.31. Maximum Risk Background Check for Children or Vulnerable Adults
If the Scope of Work of this Contract involves work with a child under age 18 or a vulnerable adult, then Contractor will conduct a maximum risk background check.
As used in this Section, “vulnerable adult” means an individual who is 18 years of age or older who is unable to protect himself or herself from abuse, neglect, or exploitation by others because of a mental or physical impairment. (A.R.S. § 13-3623(F)(6) and City of Phoenix A.R. 4.45)
6.32. Airport Security Badge Handling Procedures
Contractor will comply with the following airport security badge handling procedures:
Key Access Procedures. If a Contract Worker requires keyed access to enter a City facility, then a separate key will be issued and Contractor must complete a return form and submit it to the City for each key issued.
Stolen or Lost Badges or Keys. Contractor shall immediately report any lost or stolen airport security badge or key to the City. A new airport security badge application or key issue form must be completed and submitted along with payment of the applicable fee prior to issuance of a new airport security badge or key.
Return of Badges or Keys. All airport security badges and keys are the property of the City and must be returned to the Badging Office within one (1) business day after the Contract Worker’s access to a City facility is no longer required under this Contract. Contractor shall collect a Contract Worker’s airport security badge and all keys (1) when the Contract Worker’s employment is terminated, (2) when the Contract Worker’s services are no longer required at a City facility, or (3) when this Contract terminates, is cancelled, or expires, whichever occurs first.
Employee Identification and Access. Contract Workers must have an airport security badge and some form of verifiable company identification in their possession at all times while working under this Contract, unless otherwise provided in the Scope of Work. Contract Workers are strictly prohibited from entering any area of the Airport that is not authorized by the airport security badge or key issued to them by the Badging Office. The Aviation Department will determine who will have access to the Airport. Contract Workers access authority is only valid during their scheduled hours. Contractor shall provide the City with updates and changes in personnel as they occur.
Badge Fees. Contractor shall pay the airport security badge fees set forth in § 4-22(D) of the Phoenix City Code.
6.33. Contractor’s Breach of Aviation Security Procedures
Contractor agrees that the access control, airport security badge, and key requirements in this Section are necessary to preserve and protect public health, safety, and welfare. Therefore, Contractor shall be deemed in immediate breach of this Section upon the occurrence of any of the following:
A Contract Worker gains access to a City facility or a restricted or secured area of the Airport without the proper airport security badge or key
A Contract Worker uses another person’s airport security badge or key to gain or attempt to gain access to a City facility or a restricted or secured area of the Airport
A Contract Worker begins work under this Contract without passing the appropriate Background Screening and being issued the proper airport security badge or key
A Contract Worker or Contractor submits false, incomplete, or misleading Background Screening information or submits any false, incomplete, or misleading information in an attempt to improperly obtain an airport security badge or key
Contractor fails to collect and timely return a Contract Worker’s airport security badge or key to the City within three days of the (1) date the Contract Worker’s employment terminates, (2) the date the Contract Worker is assignment to another City facility, or (3) when this Contract terminates, is cancelled, or expires, whichever occurs first
6.34. Liquidated Damages and Remedies for Breach of Aviation Security Procedures
In addition to any other remedy available to the City at law or in equity, including the right to terminate this Contract, Contractor shall be liable for and shall pay to the City a stipulated damage in the amount of $1,000.00 for each breach of Aviation Security Procedures and for each time a Contract Worker entered a restricted or secured area of the Airport without proper authority. Contractor agrees that the stipulated damage amount is not a penalty, but is a reasonable estimate of the actual harm to the City caused by a breach and that the harm was very difficult to estimate at the time this Contract was entered into.
6.35. Contractor Certification
Contractor certifies to the City that Contractor has read the foregoing Background Screening requirements and that all Background Screening information Contractor furnished to the City is accurate, complete, and current. Contractor further certifies to the City that Contractor has satisfied all Background Screening requirements and verified the legal worker status of each Contract Worker as required under this Section.
6.36. Sensitive Security Information (SSI)
Contractor shall comply with the requirements 49 C.F.R. Parts 15 and 1520, prohibiting the unauthorized release of Sensitive Security Documents, which includes photographs and/or videos taken of secured areas of the Airport. Upon the receipt or creation of any SSI documents, including photographs and/or videos taken of secured areas of the Airport, Contractor shall be required to complete and submit the attached City of Phoenix Aviation Department Sensitive Security Information Acknowledgment Form, marked Attachment G and incorporated herein by this reference. Information on the maintenance, safeguarding and disclosure of SSI is available at https://www.tsa.gov/sites/default/files/ssi-best-practices-guide-for-non-dhs-employees.pdf.
7. Defense and Indemnification
7.1. Standard General Defense and Indemnification
Contractor (“Indemnitor”) must defend, indemnify, and hold harmless the City of Phoenix and its officers, officials (elected or appointed), agents, and employees (“Indemnitee”) from and against any and all claims, actions, liabilities, damages, losses or expenses (including but not limited to court costs, attorney fees, expert fees, and costs of claim processing, investigation and litigation) of any nature or kind whatsoever (“Losses”) caused, or alleged to be caused, in whole or in part, by the wrongful, negligent or willful acts, or errors or omissions of Indemnitor or any of its owners, officers, directors, members, managers, agents, employees or subcontractors (“Indemnitor’s Agents”) arising out of or in connection with this Contract. This defense and indemnity obligation includes holding Indemnitee harmless for any Losses arising out of or recovered under any state’s Workers’ Compensation Law or arising out of the failure of Indemnitor or Indemnitor’s Agents to conform to any federal, state or local law, statute, ordinance, rule, regulation or court decree. Indemnitor’s duty to defend Indemnitee accrues immediately at the time a claim is threatened, or a claim is made against Indemnitee, whichever is first. Indemnitor’s duty to defend exists regardless of whether Indemnitor is ultimately found liable. Indemnitor must indemnify Indemnitee from and against any and all Losses, except where it is proven that those Losses are solely a result of Indemnitee’s own negligent or willful acts or omissions. Indemnitor will be responsible for primary loss investigation, defense and judgment costs where this indemnification applies. In consideration of the award of this Contract, Indemnitor waives all rights of subrogation against Indemnitee for losses arising from the work performed by Indemnitor or Indemnitor’s Agents for the City of Phoenix. The obligations of Indemnitor under this provision survive the termination or expiration of this Contract.
8. Insurance Requirements
8.1. Contractor's Insurance
Contractors and subcontractors must procure insurance against claims that may arise from or relate to performance of the work hereunder by Contractor and its agents, representatives, employees and subcontractors. Contractor and subcontractors must maintain that insurance until all their obligations have been discharged, including any warranty periods under this Contract.
The City in no way warrants that the limits stated in this section are sufficient to protect the Contractor from liabilities that might arise out of the performance of the work under this Contract by the Contractor, its agents, representatives, employees or subcontractors and Contractor may purchase additional insurance as they determine necessary.
8.2. Scope and Limits of Insurance
Contractor must provide coverage with limits of liability not less than those stated below. An excess liability policy or umbrella liability policy may be used to meet the liability limits provided that (1) the coverage is written on a “following form” basis, and (2) all terms under each line of coverage below are met.
8.3. Commercial General Liability – Occurrence Form
General Aggregate $2,000,000
Products – Completed Operations Aggregate $1,000,000
Personal and Advertising Injury $1,000,000
Each Occurrence $1,000,000
The policy must name the City of Phoenix as an additional insured with respect to liability for bodily injury, property damage and personal and advertising injury with respect to premises, ongoing operations, products and completed operations and liability assumed under an insured contract arising out of the activities performed by, or on behalf of the Contractor related to this Contract.
There shall be no endorsement or modification which limits the scope of coverage or the policy limits available to the City of Phoenix as an additional insured.
City of Phoenix is an additional insured to the full limits of liability purchased by the Contractor.
The Contractor’s insurance coverage must be primary and non-contributory with respect to any insurance or self-insurance carried by the City.
8.4. Automobile Liability
Bodily Injury and Property Damage coverage for any owned, hired, and non-owned vehicles used in the performance of this Contract.
Combined Single Limit (CSL) $1,000,000
The policy must be endorsed to include the City of Phoenix as an additional insured with respect to liability arising out of the activities performed by, or on behalf of the Contractor, relating to this Contract.
City of Phoenix is an additional insured to the full limits of liability purchased by the Contractor.
The Contractor’s insurance coverage must be primary and non-contributory with respect to any insurance or self-insurance carried by the City.
8.5. Worker’s Compensation and Employers’ Liability
Workers’ Compensation Statutory
Employers’ Liability:
Each Accident $1,000,000
Disease – Each Employee $1,000,000
Disease – Policy Limit $1,000,000
Policy must contain a waiver of subrogation in favor of the City of Phoenix. “Transfer of rights of recovery against others to us” may be used in place of “waiver of subrogation”.
This requirement does not apply when a contractor or subcontractor is exempt under A.R.S. §23-902(E), AND when such contractor or subcontractor executes the appropriate sole proprietor waiver form. To forego application of this requirement, Contractor must submit to the City a valid copy of the form on behalf of themselves and/or applicable subcontractors.
8.6. Notice of Cancellation
For each insurance policy required by the insurance provisions of this Contract, the Contractor must provide to the City, within 5 business days of receipt, a notice if a policy is suspended, voided or cancelled for any reason. Such notice must be mailed, emailed, or hand delivered to (City of Phoenix, Aviation Department, Procurement & Compliance Services Division, 2485 E. Buckeye Rd., Phoenix, AZ 85034).
8.7. Acceptability of Insurers
Insurance is to be placed with insurers duly licensed or authorized to do business in the state of Arizona and with an “A.M. Best” rating of B+: VI or a Standard & Poor’s Rating (if rated) of not less than BBB. The City in no way warrants that the required minimum insurer rating is sufficient to protect the Contractor from potential insurer insolvency.
8.8. Verification of Coverage
Contractor must furnish the City with certificates of insurance (ACORD form or equivalent approved by the City) as required by this Contract. The certificates for each insurance policy are to be signed by a person authorized by that insurer to bind coverage on its behalf.
All certificates and any required endorsements are to be received and approved by the City before work commences. Each insurance policy required by this Contract must be in effect at or prior to commencement of work under this Contract and remain in effect for the duration of the project. Failure to maintain the insurance policies as required by this Contract or to provide evidence of renewal is a material breach of contract.
Contractors shall furnish the City with original certificates and amendatory endorsements or copies of the applicable policy language affecting coverage required by this clause. All certificates and endorsements are to be received and approved by the city before work commences. However, failure to obtain the required documents prior to the work beginning shall not waive the Contractor’s obligation to provide them. The City reserves the right to review complete certified copies of all required insurance policies, including endorsements required by these specifications, at any time. In the event of a claim or coverage dispute, the City reserves the right to require complete certified copies of all required insurance policies, including endorsements required by these specifications.
Where the City is named as an additional insured, coverage must be as broad as CG 20 10 11 85 or a combination of CG 20 10 or CG 20 26 or CG 20 23 22, 10 01 Editions or equivalent.
All certificates required by this Contract must be sent directly to the name and address listed below. The City project/contract number and project description must be noted on the certificate of insurance. The City reserves the right to review complete copies of all insurance policies required by this Contract at any time.
DO NOT SEND CERTIFICATES OF INSURANCE TO THE CITY’S RISK MANAGEMENT DIVISION.
The initial certificates required by this Contract shall be sent directly to:
City of Phoenix Aviation Department
Contract & Services Division
2485 E. Buckeye Rd.
Phoenix, AZ 85034
michael.soto@phoenix.gov
All subsequent and renewal certificates of insurance shall be sent directly to:
City of Phoenix Aviation Department
c/o EXIGIS Insurance Compliance Services
PO Box 4668 - ecm #35050
New York, NY 10163-4668
Email: inbox@cop.complianz.com
8.9. Subcontractors
Contractor’s certificates shall include all subcontractors as additional insureds under its policies OR Contractor shall be responsible for ensuring and verifying that all subcontractors have valid and collectable insurance. At any time throughout the life of the contract, the City of Phoenix reserves the right to require proof from the Contractor that its subcontractors have insurance coverage. All subcontractors providing services included under this Contract’s Scope of Services are subject to the insurance coverages identified above and must include the City of Phoenix as an additional insured. In certain circumstances, the Contractor may, on behalf of its subcontractors, waive a specific type of coverage or limit of liability where appropriate to the type of work being performed under the subcontract. Contractor assumes liability for all subcontractors with respect to this Contract.
8.10. Approval
Any modification or variation from the insurance coverages and conditions in this Contract must be documented by an executed contract amendment.
9. Submittals
9.1. Submission of Offer
Please do not lock the files with password protection so that the City may digitally incorporate the successful offer into the awarded contract.
Please submit offers electronically via OpenGov Procurement’s Procurement portal. This Offer will remain in effect for a period of 180 calendar days from the opening date, and is irrevocable unless it is in the City’s best interest to release offer(s).
9.2. Additional Quantities
The City anticipates considerable activity under the resultant contract(s). However, no guarantee can be made as to actual services that will be utilized under this contract. The City reserves the right to add, change or delete services, service locations or positions as circumstances may require.
Note: Offers taking exception to this option for additional quantities clause shall indicate in their offer.
10. Vendor Questionnaire
Instructions for Downloading Required Documents
Offerors must download all documents required to be completed and/or signed as part of the Vendor Questionnaire directly from the OpenGov Procurement Portal. Do not use the links in the downloaded solicitation document, as those links may not function properly.
1. PAYMENT TERMS & OPTIONS: Vendors must choose an option, if a box is not checked, the City will default to 0% - net 45 days:*
Contractor offers a prompt payment discount of either ______% - 30 days or 0% – 45 days - to apply after receipt of invoice or final acceptance of the products (invoice approval), whichever date is later, starts the 30 days. If no prompt payment discount is offered, the default is 0%, net 45 days; effective after receipt of invoice or final acceptance of the products, whichever is later. Payment terms offering a discount will not be considered in the price evaluation of your offer.
Contractor may be paid immediately upon invoice approval, if enrollment is made to the Single Use Account (SUA) Program, administered by the City’s servicing bank (“Bank”). By checking this box, the vendor accepts transaction costs charged by their merchant bank and agrees not to transfer to the City those extra charges. The City will not pay an increase in our services for the SUA charges; if an audit uncovers an upcharge for the SUA charges the vendor will owe the City all costs. The vendor may opt-out of the SUA program once, but then may not rejoin during the same contract term. For more information about the SUA program or to enroll, send email to mailbox.sua@phoenix.gov.
*Response required
2. Prompt Payment Discount
______% - 30 days or 0% – 45 days
If none is specified, the City will default to 0% - net 45 days.
3. Technical Proposal (WITHOUT PRICING)*
Please upload the Offeror's Proposal here. If an Offeror believes its Offer includes confidential information, the Offeror will mark pages confidential in a clearly labeled manner.
*Response required
4. Minimum Qualifications *
Please download the below Minimum Qualifications document, complete, and upload.
Minimum_Qualifications.pdf
*Response required
5. Bank's Letter of Commitment or Statement of Bonding Ability*
Offerors must submit a letter from a bank or other financial institution evidencing the bank's commitment to provide the Offeror, if successful, with a Letter of Credit (LOC), bond, or Cash Deposit in the amount stated in Section 2.23 - Performance Guarantee.
Failure to submit a Letter of Commitment or Statement of Bonding Ability may result in your Offer deemed nonresponsive and result in disqualified from further consideration.
*Response required
6. References*
Please download the below documents, complete, and upload.
References.pdf
*Response required
7. Certification Regarding Debarment, Suspension, and Other Ineligibility and Voluntary Exclusion*
Please download the below documents, complete, sign, and upload.
Failure to submit a signed Certification Regarding Debarment, Suspension, and Other Ineligibility and Voluntary Exclusion will deem your offer non-responsive and result in disqualification from further consideration.
Certification_Regarding_Debarment,_Suspension,_and_Other_Ineligibility_and_Voluntary_Exclusion.pdf
*Response required
8. Heat Safety Compliance*
Please download the below documents, complete, sign, and upload.
Failure to submit a signed Heat Safety Compliance will deem your offer non-responsive and result in disqualification from further consideration.
Heat_Safety_Compliance.pdf
*Response required
9. Do you have any confidential information you would like to include with your response?*
Yes
No
*Response required
When equals "Yes"
9.1. Please upload any confidential information here*
Clearly label the uploaded file
*Response required
10. Offer *
Please download the below documents, complete, sign, and upload.
Failure to submit a signed Offer Page will deem your offer non-responsive and result in disqualification from further consideration.
Submittals_-_Offer_Page.pdf
*Response required
11. Conflict of Interest and Transparency*
Please download the below documents, complete, sign, and upload.
Failure to submit a signed Conflict of Interest and Transparency form will deem your offer non-responsive and result in disqualification from further consideration.
Conflict_of_Interest_and_Transparency.pdf
*Response required
12. Please confirm that all required documents have been duly signed and uploaded, including but not limited to: the Offer Page, Conflict of Interest and Transparency, and any other mandatory forms requiring signature.*
Failure to submit all required signed documents may deem our offer non-responsive and result in disqualification from further consideration.
Please confirm
*Response required
11. Fee Schedule
Fee Schedule
Export This Table
All lines must be completed. If a partially completed fee schedule is submitted, the offer will be deemed nonresponsive and rejected.
12. Attachments
A - Attachment A - Letter of Credit
B - Attachment B - Cash Deposit for Performance Guarantee
C - Attachment C - The Customer Service Compass Official Manual
D - Attachment D - Lost and Found Procedures for Terminal Information Counters
E - Attachment E - Airplane Pencil Top Eraser Specifications
F - Attachment F - Supplemental Terms And Conditions To All Airport Contracts
G - Attachment G - Aviation Only Sensitive Security Information Acknowledgement Form
H - Attachment H - Acceptance of Offer Form 2026
City of PhoenixIssuing agency·Phoenix, AZ·via the City of Phoenix OpenGov procurement portal