Request for Proposal
A. Vanpool Incentive Program (VIP) Fleet
The Pace Vanpool Incentive Program (VIP) officially launched in November 1991 is a subsidized program available within the suburban six county Northeastern Illinois area. VIP trips can either originate or terminate within the Pace service area. Through October 1999 the VIP service fleet size was approximately 375 vans with a total of 320 vans in operation. Vans are utilized primarily to take employees to and from work.
Pace anticipates a minimum annual growth rate of 40 vans per year, which would place the fleet size at approximately 500 vans with a total of 440 vans in operation by the end of 2002. However, Pace is not committed to having any minimum number of vans in operation.
B. Pace Non-Revenue Fleet
Pace's non-revenue fleet consists of approximately 130 owned and leased passenger sedans and service vehicles that are located and operated at various Pace-owned facilities within the six county Northeastern Illinois area. The majority of vehicles are utilized by Pace staff to conduct Pace related business activities.
II. SCOPE OF WORK
Pace, the Suburban Bus Division of the Regional Transportation Authority, is seeking proposals from qualified companies to provide fleet vehicle services for its Vanpool fleet and non-revenue fleet. These services will include vehicle leasing, fleet vehicle management, fuel credit card and accident management/subrogation services. All firms wishing to submit proposals may do so for any or all of the services required.
Pace will evaluate each completed proposal submitted and select either a total package or select elements of a particular proposal which provide Pace with the most cost effective and efficient means of operating its vanpool and non-revenue fleet vehicle program.
The elements of the scope of work are:
• Vehicle Leasing Services
• Management Services
• Fuel Credit Card Services
• Accident Management/Subrogation Administration
III. PROPOSAL FORMAT AND VENDOR RESPONSE
Responses to this RFP must correlate with the alpha numeric characters in the RFP. Each item in the RFP should be addressed in the proposal.
IV. COMPANY INFORMATION
All information requested in this section must be addressed in the offeror's proposal with the exception of vendors submitting a proposal for vehicle leasing services only. Please limit your responses to two or three pages. Offerors must provide information on the following:
A. A history and overview of your firm to include number and location of offices in the U.S., list the total number of customers, list the number of customers with a fleet size greater than 500 vehicles and your average fleet size. The legal name of your company, if doing business under some name other than that by which the company is commonly recognized. If the company is owned or controlled by a parent organization, offerors are requested to provide the name of that organization, its address and the name and title of the person responsible for your business unit.
B. Provide three current contacts with telephone numbers and addresses from clients for each of the elements listed in Scope of Work that closely reflects Pace's fleet management requirements. Include one contact from each of the following categories: oldest, largest and newest.
C. A description of the firm's experience and a description of the experience and training of all key individuals associated with the project. Proposals should detail all firm and individual experience relevant to the types of service described in this RFP.
D. An organizational chart with job descriptions of key individuals assigned to the project. Job descriptions should be specific to the project.
E. Identify the unique strengths of your company and how they can provide the best fleet vehicle services for Pace.
F. Discuss the top three (3) distinctions between your company and its competitors.
G. Identify the number of customers and average fleet size that each of your salesman/representative oversees. How many calls per day does he/she average and response time.
H. Provide the company name, contact, phone number and fleet size of at least two (2) accounts that have left your company within the past two years.
I. Describe how your company performs quarterly, semi or annual fleet reviews with your clients and the process of how these reviews are conducted.
J. Describe in detail all charges, administrative fees, processing fees, mark-ups, etc. in a "fee schedule". This should include, as examples, subrogation fees, accident report fees, etc.
K. Describe the mediation procedure for a customer complaint about one of your employees or vendors.
L. Identify how many of your clients use each of the following services:
• Preventative Maintenance
• Vehicle Maintenance Assistance
• Emergency Roadside Assistance
• Accident Management/Subrogation Service
• Fuel Service
V. VEHICLE LEASING
All companies submitting proposals for this portion of the current RFP must comply with the specifications listed below in their proposal to assure an accurate and fair evaluation:
Quantity and Term
• The number of vehicles to be considered as part of the leasing portion of this RFP will be a minimum of 41 vehicles up to a maximum of 45 vehicles for the 2000 model year (up to 5 of which may be station wagons) and up to an additional 8 vehicles for the 2001 model year). Vehicles may be leased up to the end of the two year contract with complete two year lease periods guaranteed at the proposed pricing.
• Vehicle lease terms shall be for a base period of 24 months with an option to extend the lease period for an additional 12 months if Pace chooses to do so and informs the leasing agent at least three months prior to the end of the current lease period.
• Pricing quoted in the proposal shall be for the duration of the contract period and for the length of any lease entered into during the contract period. It shall include all costs associated with the preparation of all paperwork necessary to procure and the actual procurement of all vehicle titles, licenses, and any other miscellaneous fees.
• The lease pricing will be based on an annual usage of 15,000 miles. The proposal will specify any additional per mile charges should this mileage be exceeded.
• Leased vehicles shall be those of the current model year as determined by the date on which the vehicles are formally requested.
• Vehicle warranty will be bumper to bumper for a minimum of 3 years or 36,000 miles and a 24 hour/ 7 day roadside driver assistance program will be provided.
• All pre-delivery vehicle servicing will be performed in accordance with accepted new car delivery preparation standards.
• Vehicle specifications listed below are for a mid-size, 5 passenger, 4 door sedan, (or station wagon) front wheel drive, gasoline powered, automobile that fully complies with the Clean Fuel Fleet Program Requirements of the Illinois Environmental Protection Agency. Specifically, the engine must be certified by the United States Environmental Protection Agency (EPA) to be a gasoline powered, Low Emission Vehicle (LEV) to comply with required clean air specifications.
- All standard equipment with no deletions.
- Engine will be LEV compliant, gasoline powered
- Transmission: 4 speed automatic
- Steering: power
- Brakes: power disc
- Air Conditioning: To include factory installed air conditioning , complete tinted glass, and all heavy duty equipment normally required as part of a manufacturer's air conditioning installation.
- Cruise control
- Rear window defroster, electric
- Mirrors: interior rearview (day/night), exterior LH & RH remote
- Seating: cloth, front buckets with console, rear full width bench
- Full interior carpeting with floor mats
- Radio: AM / FM stereo
- Tires: new all season , steel belted radials (BSW) with standard wheels / covers and a space saver spare
- Body side molding
- Multi speed windshield washers with intermittent and washers
- Tilt steering wheel
- Power windows
- Power door locks
- Air bags: driver and front passenger
- Color of interior and exterior to be selected at time of order from manufacturer's standard selections
This element will be awarded on the lowest responsive and responsible total price of all items listed in Exhibit C for (Vehicle Leasing).
VI. VEHICLE MAINTENANCE AND MANAGEMENT SERVICES
Firms are to submit monthly per vehicle cost quotations and identify any discounts that they can offer associated with providing Fleet Maintenance and Fleet Administration for approximately 580 revenue and non-revenue passenger type vehicles and service vans. (See the attached schedule of vehicles.) Firms are to submit pricing based on services listed below and may list additional services that they are capable of providing along with per unit pricing for each additional service in Exhibit C. Pace may choose to select additional proposed services, but will not be required to do so.
The scope of services Pace is seeking under this section include the following:
A. Driver support to coordinate repairs and minimize vehicle downtime
B. Cost and quality controls for vehicle repairs
C. Fleet management support and recommendations
D. Driver DMV reviews/checks
E. Emergency roadside assistance
F. Quarterly metrics for costs and services
A. VEHICLE RELATED
Vendor will assume oversight responsibility for all scheduled and unscheduled maintenance of Pace owned and leased revenue and non-revenue passenger and service vehicles.
1. Preventive Maintenance (PM)
a. How is the PM schedule determined and documented?
b. How would PM exceptions be handled and at what point would Pace be notified?
c. Does your firm issue PM coupons?
d. How are these coupons issued?
e. How is a customer notified when a PM is due?
f. What controls do you have in place to preclude unauthorized use of services, such as a lost maintenance coupon?
g. How is PM service documented (PMA, PMB)? h. Describe the support process for a repair discovery during a PM service. (Who contacts your company - the vendor or the customer, what if another vendor is required to do the service - how is this accomplished/handled?)
i. Describe the process of documenting the PM from initiation to closure.
j. Describe in detail your firm's procedure on how you would monitor maintenance work being performed on a vehicle without the use of the maintenance coupon book. Describe how your firm identifies that the work was performed so it will not appear, via the exception report, that the driver did not have the work done.
2. Maintenance and Repair
b. Describe your firm's capabilities for providing 24 / 7 driver's aide with regards to emergency roadside assistance. How do you handle after normal business hour maintenance problems?
c. Furnish a description of how your vehicle maintenance procedures work and what types of services are included in your firms maintenance program:(loaner vehicle service, rental vehicle service, vehicle drop off, driver pick up, etc.).
d. Describe your firm's criteria for evaluating suggested repairs, verifying the fairness of pricing, and authorizing unscheduled repairs.
e. Describe what a driver should do if there is not a dealership or repair facility that is an authorized facility under your program. What steps are necessary to add a dealership or repair facility as an authorized facility under your program.
f. Describe your billing procedures for non-approved participating repair facilities.
g. Describe how a repair facility used by Pace which is not a national account or approved by your company become approved and direct bill your company.
h. Describe how you track services provided for reporting services and describe the billing for any maintenance markups.
i. Describe the process for documenting the vehicle repair service from initiation to closure.
j. How do you insure the quality of your program and services?
k. Do you screen companies in your body shop network? If so, describe the process.
l. Describe what controls you have in place to ensure that only necessary maintenance is performed on Pace's vehicles.
m. Describe your firm's strategies for minimizing repair times and driver downtime.
n. Describe your firm's process for monitoring the repair process (time, labor rates, parts used, quality of repair and driver satisfaction).
o. Describe the support process in the event that a vehicle requires repair service but is under a manufacturer or repair facility warranty.
p. Describe what government pricing you can provide for tires through your fleet vendors.
q. The company selected is required to provide the following maintenance and repair related information/reports for Pace:
• Monthly Reports
Summary cost reports (body repairs, mechanical repairs, glass, car rentals, etc.)
• Custom Reports as Requested
• Information Processing
Accept weekly download of driver information from Pace.
Accept monthly download of vehicle odometer readings from Pace.
• Quarterly Metrics
Pace trends (average cost of repairs, average number of days for repairs, etc.)
Pace performance vs. other accounts.
Vendor performance vs. Industry (average cost of repairs, average number of days for repairs, etc.).
• Semi-Annual Review
3. Warranty Related
a. Describe your firm's warranty monitoring and management warranty claim service. How does your firm secure extended warranty (out of warranty) non-warranty items?
b. Describe your recovery rate for the above? Identify how many warranty claims were submitted, and the number returned and amount received.
4. Sales Related
a. Describe your firm's ability to provide vehicle disposal and your firms remarketing procedures. Is it done geographically?
b. How do you compare to AMR clean regarding sale of vehicles.
c. Describe what percentage of vehicles sold are sent to auction for resale.
d. Provide your process for insuring that Pace's liability for bodily injury and property damage ends once a vehicle is released to your firm's auto salvager or disposal vendor. Describe when Pace's liability ends on the sale of vehicle and provide any existing contract language which describes this process.
1. Describe your firm's billing procedures along with any reserve deposits or initial fee requirements.
2. Describe your firm's ability to provide tax-exempt billing for Pace, or to provide reports to Pace that will show all taxes paid in a format that will aid Pace in retrieving these taxes from the taxing agencies.
3. Describe your service level regarding vendor payment of national chains and independent vendors.
4. Describe your process of billing Pace on a monthly basis.
5. Describe in detail your billing format. Is your firm able to provide summary billing? And is your summary billing Pace-defined or canned?
6. Describe how your company provides electronic auditing and payment of maintenance billing to your vendors in detail.
7. Pace requires that all monthly charges appearing on the monthly billing statement are fully explained, either within the bill or in a supplementary schedule. Describe how your firm is able to address this concern.
C. COMPUTER SOFTWARE/REPORTS AND INFORMATION PROCESSING
1. Vendor will maintain detailed, computerized maintenance records on each vehicle and current data on the entire fleet.
2. Describe the various types of service and management reports available through your company, as well as your ability to provide customized report. Identify any additional cost for customized reports.
3. Describe your firm's ability to perform maintenance analysis identifying excessive consumption or repair volumes (exception reports). Identify their frequency, what percentage of the fleet is sampled, and the ability to provide personalized reports. Does your system allow Pace to be immediately notified as soon as a vehicle is outside the acceptable standard/range established by Pace? If so, how is it done?
4. Describe your firm's ability to provide information to and collect information from clients via the Internet: i.e. on-line report generation, account access, inputting of client vehicle information such as mileage or extra vehicle services.
5. Describe your firms ability to accept reports from different companies, i.e. fuel card programs, prior maintenance services etc. into your system for the purpose of generating accurate and complete vehicle history reports.
6. Describe the type and number of maintenance/management reports available and their frequency. Describe and provide samples of the type of "standard" fleet reports available on your system.
7. Describe how your firm would handle the transition of Pace fleet information from Pace's present fleet management provider into your program? Describe your company's strategy to ensure a seamless transition if your company is selected.
8. Describe how the computer system you provide will operate as a standalone system to support all fleet operations activity regardless of the programs utilized by your company.
9. Describe in detail how your computer system you provide to Pace accepts data downloads from other sources other than your own?
D. CUSTOMER SERVICE RELATED
1. Explain your company's toll free number for customers to access repair service.
2. Explain what hours and days these services are in operation.
3. Describe the qualifications and experience of your employees regarding these services.
4. Identify what other responsibilities your maintenance personnel has other than handling maintenance related calls in detail.
5. Describe the average number of calls your maintenance management department receives each day and each week.
6. Describe the service levels regarding:
Both national chains and independent vendors
8. Describe what type of documentation is presented at these reviews. Who conducts these reviews? Please provide samples of these reports.
9. Describe your capabilities in providing in-house reports to Pace on a monthly, quarterly, semi or annual basis.
10. Describe the mediation procedure for a customer complaint about one of your employees or one of your vendors.
1. Pace prefers that the selected vendor's staff (not a third party) handle the initial call from Pace VIP drivers, even after normal business hours . Describe your call center.
2. Describe your capabilities in providing Pace with a dedicated toll-free number for its VIP drivers.
3. Describe your firm's capabilities in providing Internet capabilities for retrieving fleet related information, sending driver/fleet related information, etc.
4. Describe your customers' data retrieval capabilities on fleet related costs, services, information, etc.. How long does it take for maintenance and/or fuel related purchases to become available (12 hours, 24 hours, 2 days, etc.). Do you have modem based on-line informational retrieval capabilities?
5. Describe information contained in your vehicle maintenance coupon booklet. Can it be customized, specific to a vehicle, etc.
6. Describe how you survey your customers to determine satisfaction with staff, fleet vendor services, etc.
7. Describe your firm's ability to offer Visa or Mastercard type charge capabilities for Pace. A card would not be issued to Pace but would be available via your firm for certain services; rental car, limo service, repair facility requires immediate payment, etc. A Pace staff person would be contacted by your firm to authorize a charge for a Pace driver via this mechanism.
8. Describe your firm's process in providing base monthly per vehicle cost and schedule of discounts based on incremental volume associated with fleet management
9. Describe your firm's emergency roadside assistance program. How do you evaluate and/or grade vendors utilized in your companies emergency roadside assistance program?
10. Describe whether your firm offers more than one maintenance or gas card program, and identify them and their associated costs in Exhibit C.
11. Describe all controls built into your program(s) and the nature of your review process.
12. Describe the process to remove a vehicle from service.
13. Describe how Pace's fleet information (fuel consumption/cost, maintenance repair history/costs, accident history, etc.) can be integrated into other industry fleet software management systems ( i.e., E:Track).
This element of the RFP as part of the overall evaluation, technical factors will be worth 60% and price is worth 40%.
VII. FUEL CARD MANAGEMENT SERVICES
2. Describe your companies ability to provide assistance to drivers that may experience problems with your card through a 24 / 7 customer service 1-800 help line.
3. Describe your companies identification and verification capabilities for drivers who will be using your fuel card, i.e., ID#, single card multiple PIN #, etc.
4. Describe your billing procedures with respect to the types of information you are capable of providing and your ability to provide Pace with billing that will exclude sale tax.
5. Describe your selection of reports and your ability to custom design reports should Pace require a different format.
6. Describe your tracking program that would highlight excessive fuel purchases on any card and your method of notifying your client.
7. Describe your ability to forward information concerning fuel purchases and related reports to a third party fleet administration vendor for the purpose of maintaining all vehicle information at a central location for comprehensive reporting purposes.
8. If your company is notified to cancel a fuel card, how long does it take before the card is shut-off with the fuel card company provider? Describe the steps required to cancel fuel cards. When does Pace's liability end and what is the maximum dollar amount that Pace is responsible for during that period.
9. Describe procedures you have in place to prevent as ell as detect abuse/misuse of fuel cards.
10. From the time your company is notified to order a fuel card for a vehicle, how long does it take to receive the card?
11. List all fuel cards (including tax exempt) your company is able to interface and receive data from.
12. List all data you are able to receive and formats needed to receive it.
13. Describe your company's ability to provide real-time card usage information via Internet or software driven electronic communications.
For this element of the RFP as part of the overall evaluation, price is worth 60% and technical factors are worth 40%.
VIII. ACCIDENT/SUBROGATION SERVICES
Furnish a description of how you firm would manage all administrative details for all accident reports/repairs and subrogation processes including:
1. Towing arrangements
2. Car/van rental arrangements
3. Appraisals and photographs
5. Claims recovery assistance
6. Coordination of subrogation and loss recovery
7. Third party physical damage claims
8. Reporting associated with accident, repair, subrogation claims, recoveries and legal proceedings
9. Accident activity reports
Included in the description should be an estimate of expenses for a complete year, including fees, subrogation recoveries etc., based on the "applicable fee schedule" and 100 accidents/incidents per year. As part of the accident administration, the vendor will be required to receive telephonic reports of all accidents involving property damage. The associated costs for this service must be identified in Exhibit C. Pace prefers that the selected vendor have the capability of providing immediate on-line access to all information, including accident damage photographs.
Minimally, the selected vendor will be required to provide the following information:
1. Monthly listing of all accidents that have been reported with an indication of liability.
2. Set-up sheet for each subrogation file that is opened.
3. Quarterly subrogation activity report showing the current status of each file.
4. Monthly report showing damages recovered for the reporting period and the cost of repairs for each vehicle. Funds recovered should accompany this report.
5. Semi-annual report to include total cost of repairs and total of recovered damages.
6. Semi-annual report showing Pace trends, industry trends, and Pace opportunities.
For this phase of the RFP as part of the overall evaluation, price is worth 50% and technical factors are worth 50%.
IX. PROPOSAL EVALUATION
Pace staff will evaluate the proposals and develop a list of firms to interview on the basis of the following criteria, listed in descending order of importance, however, for each of the services to be provided as identified in the scope of work. As noted on the previous pages Vehicle Leasing will be determined on 100% price. Vehicle Maintenance and Management Services will be evaluated 60% technical and 40% cost, Fuel Card Management Services will be evaluated 60% cost and 40% technical and Accident/Subrogation Services will be evaluated 50% cost and 50% technical.
B. The firms experience and history on comparable projects, client relationship records, and references on similar projects.
C. The firm's understanding of the requirements, deliverables, technical approach and an explanation of what services your firm will provide to meet Pace's needs.
D. Procedures describing firm's monitoring controls, reporting methods, report detail and documentation and electronic data interchange capabilities between Pace, and service vendors and your firm or other firms.
E. Quality of your firm's surveys, procedures, past practices in monitoring customer needs and providing quality and responsive customer service (including problem intervention, resolution, follow-up, satisfaction, etc).
F. Price (Factors vary for type of services to be provided as identified in the proposal).
X. AWARD OF CONTRACT
Pace reserves the right to award one contract or multiple contracts without discussion. Offerors should take this into consideration and provide their best proposal at their most competitive price. Proposals can be submitted for individual elements of this procurement.
XI. DURATION OF CONTRACT
The contract term with the exception of the Vehicle Leasing element will be for three (3) years from the date of award and include two one (1) year options.
XII. PROPOSAL SUBMITTAL REQUIREMENTS
Please limit your responses to three or four pages for each element proposed.
A. Price proposal to be filled in and submitted separately but concurrently in the #10 envelope marked "Price Proposal".
B. FTA/IDOT/RTA requirements must be submitted with proposal (Pages 13-18 in Exhibit B).
C. Non-Collusion Affidavit and Contractor Certification must be signed and notarized as indicated.
D. Submit four (4) copies of your proposal These copies will be distributed to the evaluation team. DO NOT INCLUDE YOUR PRICING INFORMATION with your technical proposal.
E. Only one copy of the contract, affidavits, compliance requirements and price proposal are needed.
XIII. CONTRACT DOCUMENTS
Exhibit A: Special Terms and Conditions.
Exhibit B: Instructions to Contractors & General Contract Provisions.
Exhibit C: Price Proposal Page.
Exhibit D: Insurance Requirements.
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