assets.sig.org€¦ · web viewsummary of company’s business and stated objective of the rfp....

REQUEST FOR PROPOSALFACILITIES MANAGEMENT

COMPANY NAMEStreet Address

City, State 00000

Proposal Deadline: DATE RFP IS DUE

- Confidential -

Executive Summary

Summary of COMPANY’s business and stated objective of the RFP. Here is an example:

Headquartered in _____________ COMPANY provides financial and consulting services for various industries including manufacturing, distribution and retail. More detail on COMPANY as necessary.

Additional information about COMPANY is available at www.COMPANY.com.

Description of COMPANY’s Sourcing, Corporate Real Estate (CRE), and Facilities Management functions. Example: CRE is the corporate real estate and facilities management function for COMPANY. As part of an effort to transform the real estate and facilities management organization and reduce its operating costs, CRE is evaluating outsourcing certain non-core functions.

COMPANY has a number of strategic goals with respect to outsourcing the business processes included within the scope of this RFP:

1. Reduce Operating Expenses2. Provide for a safe and comfortable working environment for its employees

with high quality facility management services.3. Ensure COMPANY partners with a financially secure firm whose core

mission and values match those of COMPANY.4. Gain access to technology to assist COMPANY to better manage the

facilities management function.5. Provide for career growth for its employees that may be impacted by the

outsourcing with a provider that is a leader in the facilities management industry.

6. Provide COMPANY with innovation and thought leadership to help CRE to become more strategic and to help COMPANY find further value and efficiencies.

Facility Overview

Description of Corporate Real Estate function, locations of leased premises and business units. High-level description of categories of facilities with added exhibits that show greater detail. An exhibit example is attached.

Please refer to Exhibit ____ for a more detailed description of COMPANY CRE’s major buildings (or leased premises.)

- Confidential - Date of Document

http://www.wellpoint.com/

ConfidentialityThis RFP is strictly confidential and proprietary to COMPANY. Your acceptance of this RFP indicates your agreement to COMPANY's confidentiality requests.

Suppliers cannot, and must agree that they will not, duplicate, distribute, or otherwise disseminate or make available this document or the information contained therein without the express written consent of COMPANY. Suppliers shall not include or reference this RFP in any forum without the prior written consent of COMPANY. The supplier may make this document available to employees who have a need to know its contents in order to participate in the preparation of the RFP response.

Response Guidelines

Key COMPANY CRE ContactPlease ensure that all discussion regarding this RFP goes through the established channel. (name of RFP contact) will be the sole COMPANY CRE contact for this project. His/her contact information is:

RFP Contact NameCompanyAddressTelephone numberFax numberE:mail address

Announcement of Intent to RespondAll suppliers who receive this RFP must indicate their intent to respond to COMPANY CRE by returning Attachment 1: Announcement of Intent to Respond and Attachment 2: Non-Disclosure Agreement. These forms must state whether you will or will not be responding to the COMPANY CRE RFP. Please submit these forms via e-mail to (e:mail address of lead RFP contact) by 12:00 p.m., (critical date.) Failure to respond by (critical date) may disqualify you as a participant in COMPANY CRE's supplier selection process.

Should you choose not to respond to this RFP, please complete Attachment 1: Announcement of Intent to Respond indicating your decline and return all materials to (name of RFP contact.)

Questions and ClarificationsThe supplier is fully responsible for obtaining clarifications on the scope and requirements of the RFP, and must not take advantage in any way of missing or incorrect information in the present document. The supplier who is uncertain regarding the meaning of a portion of the RFP or who believes that portions of the RFP are inaccurate, ambiguous, or contradictory or lack information should contact COMPANY CRE.


In order to provide each supplier with equal information, we will answer only those questions regarding the RFP that are submitted in written form. In the event that you should have any questions, please submit them in writing by (critical date) via email only to (e:mail address of RFP contact.) We will strive to provide responses to you via email by the end of the next business day. To ensure fairness, we will provide all substantive questions and answers to every supplier participating in the RFP via email on (critical date.) Please utilize the template in Attachment 3 for the submission of all questions.

Please, do not call with questions, as they will not be answered by phone.

Delivery InstructionsAll RFP packages must be received by (specific time and critical date.) The RFP package must include all items on the checklist in Attachment 5. Please submit (# of) copies of your written proposal along with an electronic version via e-mail to:

RFP Contact NameCompanyAddressTelephone numberFax numberE:mail address

COMPANY CRE maintains the right not to consider late responses.

Response Time Frame and Key DatesAssuming that normal conditions prevail, COMPANY CRE anticipates adherence to the time frame outlined below. Any changes to these dates will be communicated to all RFP participants. Please refer to Exhibit ____ for a complete project timeline.

RFP Key Dates

ACTIVITY PROPOSED DATE

Release of RFP

Intent to Bid Forms due

Sites available for visits by bidders

Technology web-ex demonstrations


Joint Solution Design Sessions

Service Providers to submit proposal responses

Visits by COMPANY to reference client sites

Finalists selected for a Best and Final Offer process

Supplier presentations by finalists

Begin contract negotiations

Supplier PresentationBased upon the RFP responses, select suppliers will be invited to present their service and technology capabilities at a supplier presentation. The purpose of the supplier presentations is to provide a demonstration of the supplier’s capabilities to service COMPANY CRE and to allow suppliers to answer general questions about their proposals.

Liability and Incurred CostsThe distribution of this RFP and the receipt of information in response to this RFP shall not in any way cause COMPAN to incur any liability or obligation to any supplier, financial or otherwise. COMPANY assumes no obligation to reimburse or in any way compensate any supplier for losses or expenses incurred in connection with their response to this RFP.


Rights ReservedIn addition to all other rights, COMPANY CRE specifically reserves the right to: Select and negotiate with those suppliers it judges qualified for

competitive bidding and to terminate negotiations without incurring any liability.

Accept or reject all or part of a supplier’s proposal. Negotiate various terms and other conditions of business with the

successful supplier(s). Contact any supplier to obtain corrections or clarifications to a submitted

proposal if necessary to make a fair comparison of all proposals submitted.

Extend the proposal submission date, for all suppliers, if it is determined to be necessary for any reason.

Amend or supplement this RFP in writing at any time. Withhold the name of the selected supplier from other bidders. Withhold information pertaining to the final selection process.

Contract Award It is COMPANY's intention to award contracts for supplier(s) by (critical date.) New contracts for acquisition and maintenance would have a minimum term of _____ years, contingent upon the supplier(s) maintaining acceptable levels of service and customer satisfaction. COMPANY CRE will entertain commitments for greater than ______ years to the extent that such terms would provide a significant benefit to COMPANY CRE.

Any negotiated contracts resulting from this RFP will supersede existing contracts with the winning supplier(s).

Reporting RequirementsIt is anticipated that suppliers will work with COMPANY in submitting ad hoc and periodic, monthly, and other regularly scheduled, customized reports detailing COMPANY's Real Estate Management. These reports will serve as the basis for quarterly performance reviews and will aid COMPANY in monitoring its expenditures.

Mergers/Acquisitions It is COMPANY’s intention that the contract will include terms to renegotiate and/or exit the contract in the event that COMPANY acquires, is acquired, or merges with another financial institution, or should the supplier merge with another corporation.

Supplier Selection ProcessOnce the proposals have been received, COMPANY will review all bids utilizing objective selection criteria. Pricing and costs will not be the sole factors that are considered. Note that participating in this RFP process in no way obligates COMPANY to pursue a business arrangement with the supplier. It is also understood that COMPANY is subject to detailed regulation in each state in which it does business and to certain federal laws and regulations. Any final agreement that COMPANY CRE would


enter into would be subject to these laws and regulations. It is possible that these laws and regulations might impact the substance of any agreement that is to be entered into. This policy will not be abridged or negated with respect to the contemplated agreement.

The supplier agrees that its proposal, including pricing shall remain valid for 90 days from the RFP due date and the supplier should assume that all pricing, terms and conditions specified in this request and any addendum hereto, and in the supplier’s response to this request, would be incorporated into the agreement executed between COMPANY and the successful supplier.

Any acceptance of a proposal is contingent upon the execution of a written contract suitable to both parties, and COMPANY shall not be contractually bound to any supplier prior to the execution of such written agreement.

Selection CriteriaCOMPANY will base the supplier selection on categories similar but not limited to the following (not listed in order of importance):

Ability to reduce costs Strategic Perspective Pricing Financial Strength

Reporting and auditing capability Technology Account Management Services/Products Quality Implementation Process - Transition References Completion of the Request for Proposal Market Geographic Alignment

Other possible criteria to be reviewed include a supplier’s references and any outstanding legal suits or actions. COMPANY does not represent that these are the sole criteria, and reserves the right to adjust selection criteria at any time until final supplier selections are made. Note that participating in this RFP process in no way obligates COMPANY to pursue a business contract with a supplier or to have a supplier participate in future RFP’s.

Supplier InformationCOMPANY may request additional data, discussion, or presentation in support of any submitted RFP. Additionally, COMPANY may conduct a survey of any supplier under consideration to confirm or clarify any information provided, or to collect more evidence of managerial, financial and technical abilities, including, but not limited to, meetings and visits to current customers serviced by the supplier.


Supplier Contact InformationContact Name

_____________________________________________Supplier Name: ____________________________________________Address _____________________________________________

_____________________________________________City, State, Zip

_____________________________________________Phone No. ___________________ Fax No. __________________Supplier web address: _______________________________________

Billing Requirements Methods of Billing and Payment

Processing numerous invoices drives up administrative costs. It is our preference to receive summary invoices, whenever possible, with access for detail support. COMPANY CRE will offer flexible invoicing methods and will provide our specific format in order to apply the charges to our general ledger.

Payment Terms

COMPANY CRE normally requires suppliers to provide payment terms of Net 30. We look favorably upon suppliers, however, who offer discounts if we accelerate payment.

InsuranceAt, prior to, or within 30 days of the execution of the contract, or agreement, COMPANY CRE must be provided with properly executed valid Certificates of Insurance. Depending on the services offered, there might be instances where other insurance should be required.

During the period of the contract, the supplier agrees to maintain the following insurance coverage:

Coverage Amount


Property/Casualty/Fire Insurance - To cover Lease Requirements & Inventory

(If applicable) Commercial General Liability (Occurrence Basis Including Contractual, Product Liability of products are involved)Workers Compensation Employers Liability Automobile Liability

(If applicable) Professional Liability - Errors & Omissions (If applicable)Employee Fidelity Bond(If applicable, with 3rd Party Liability Endorsement) Umbrella/Excess Liability

(specify additional policy requirements)Prior to finalizing any agreement, COMPANY CRE may review each supplier’s insurance coverage to ensure that it meets set requirements.

Lawsuits and Legal ActionsCOMPANY CRE requires information about any significant lawsuits, liens, restraining orders, consent decrees, foreclosures or other legal/financial actions either now pending, in progress or which have been brought against the company or any of its officers/principals in the past three years. For lawsuits, please include date initiated, plaintiff, description, name of court location, docket number, resolution and current status.

PrivacyCOMPANY CRE has a fiduciary duty to retain its customer records in confidence. Further, both COMPANY CRE and its Vendors have duties under state and federal law, including the privacy provisions of the federal Financial Modernization Act of 1999, to maintain the confidentiality of those records. To assure the protection of customer records shared by COMPANY CRE with vendors during the RFP process and indefinitely thereafter, response to this RFP constitutes that the parties agree as follows:


All information about COMPANY customers, whether obtained from COMPANY or obtained to perform services under this Request, including, without limitation, names, addresses, telephone numbers, account numbers, customer lists, account relationships, and demographic, financial and transaction information (“Customer Information”), is confidential. Vendor shall not use the Customer Information or add the customer Information to its own records unless required to perform under this Request and written approval has been obtained from an authorized COMPANY CRE representative. Further, Vendor shall not disclose any of the Customers Information to its shareholders, directors, officers and employees other than for the sole purpose of the performances of Vendor obligations hereunder;

Vendor shall not disclose Customer Information to any third party without COMPANY’s prior written consent. Vendor shall promptly notify COMPANY upon becoming aware of any loss, or breach of confidentiality of such Customer Information. Unless otherwise prohibited by law, Vendor shall (A) immediately notify COMPANY of its receipt of any legal process for Customer Information and (B) permit COMPANY adequate time to seek to prohibit or limit such disclosure;

Vendor shall have policies and procedures to insure the confidentiality of the Customer Information;

Vendor shall permit COMPANY to audit Vendor’s compliance with these confidentiality provisions at any time during Vendor’s regular business hours;

Within thirty (30) days after this RFP terminates Vendor shall, at COMPANY CRE’s discretion, either (A) return the Customer Information or (B) destroy the Customer Information and provide written certification signed by a senior officer of Vendor that such Customer Information has been destroyed;

Since unauthorised disclosure of the Customer Information may cause immediate irreparable harm to COMPANY CRE for which monetary damages may be inadequate, COMPANY CRE shall be entitled to equitable relief, including a temporary and permanent injunction and specific performance if Vendor threatens or actually breaches its duty of confidentiality; and

COMPANY’s Current Real Estate Management Program

This section is for informational purposes only. The bidders should not model their responses based on this data.

Overview


Description of COMPANY’s approach to facility management over recent history. Include mission statement and objectives.

The resulting COMPANY organization (see Exhibit) is comprised of (describe current organizational structure and staffing.)

The COMPANY positions are strategic in nature and are primarily responsible for:

1. Ensuring COMPANY’s real estate strategies are in alignment with business unit strategies, and

2. Ensuring the outsource service provider delivers the appropriate level of real estate services in our various geographic markets.

Facility Management

Management is currently an outsourced function. Management of this program includes the following activities:

Service Line/Call Center/Dispatch Work Repair Orders Building Inspections, Maintenance and Repair - on call operation 24/7/365 Budget preparation and adherence Capital Project Management Project Estimating Maintenance and Repair:

o HVACo Electricalo Plumbing o General Building Maintenanceo Life Safetyo Lighting

Management of Outsourced Vendor Relationships o Janitorialo Waste Haulingo Securityo Landscapingo Snow Removalo Housekeeping

Energy Management Tax Management Moves and Furniture Coordination below $25,000 COMPANY Information Systems Coordination for small moves Accounting and Financial Management Occupant Relations Business Continuity Generate and Implement Cost Savings Opportunities Performance Metrics Quarterly Business Reviews Management Reporting


All property functions report back to (describe anticipated reporting structure.) Please refer to Exhibit __ for COMPANY’s Corporate Real Estate organizational structure.

All COMPANY employees call into one service center number that is staffed by the outsource provider with a team of call representatives. The call center program is managed with the (name of software) system which is utilized to record, disperse and report on all calls. Exhibits __and ___ will give you statistical information regarding the call volume and type/classification taken from (pertinent time frame.)

Property staff works closely with the various COMPANY’s real estate management team, various Information Systems functions, Security and senior management. (Further describe nature of working relationships.)

Administration/Finance:

(Describe COMPANY’s current structure for administration and finance.)The Finance and Administration area of Corporate Real Estate is centrally managed by COMPANY CRE from (headquarters location.) The area is comprised of a total of (# of) full time employees (FTE), which includes (# of) financial analysts reporting to the (COMPANY CRE position or department.) The Finance and Administration area is responsible for all financial analysis along with budget preparation and reporting, variance analysis, ensuring compliance with GAAP principles, and project accounting and reporting for all multi-tenant facilities.

The accounting function related to occupancy expenses (further description of how organized.)

(Describe invoice review and/or funding process. Approximate number of invoices paid, lease payments made, etc.)

(Describe any invoices or payments that require special handling, i.e., Real Estate Taxes or utilities.)

Financials:

See Exhibit _____ for the (prior fiscal year) consolidated occupancy expenses; Exhibits _____ and _____ represent the (prior fiscal year) occupancy budget for (provide further description.) In addition, please refer to Exhibit ____ for the (current or future fiscal years) planned expenses for (describe facilities.)

Scope of Existing Vendor Relationships:

Active relationships include but are not limited to: (list of key vendor relationships.)


Key Performance Measures: COMPANY’s current Real Estate program is assessed (frequency: monthly, quarterly, semi-annually) against the following key performance measures:

Financials/Savings Minority Spend Monthly Occupancy Cost by building Square Feet Per Person by building Occupancy Cost Per Square Foot by building Vacant Rentable Square Feet by building Vacancy Rate % by building Monthly Branch Occupancy Cost Energy Usage and Cost Work Orders by number, geography, type, employee, vendor and

completion Budget Tracking Project Completion within budget Success Stories Quality Surveys

RFP Questions & Pricing

PROPOSAL FORMAT AND DELIVERY INSTRUCTIONSAll proposals must be sent to the attention of the COMPANY Primary Contact. Any proposal not complying with all instructions may be considered invalid and rejected at COMPANY’s sole discretion.

Service Provider is required to submit its response in both electronic format (“soft copy”) and in paper format (“hard copy”). The two formats must be identical in content and structure.

All proposals must be organized according to the set of documents as described in the table below.

Document Name Description FormatA Service Provider Name –

Executive Summary.docExecutive Summary Narrative response


B Service Provider Name –Background and Quals.doc

Service ProviderBackground andQualifications

Narrative response

C Service Provider Name –Business Solution.doc

Overall Business Solution Narrative response

D Service Provider Name –Service Solutions.doc

Service Solutions Narrative response

E Service Provider Name – SOW.xls

Statements of Work Respond in matrix provided in Appendix B-1 Statementof Work

F Service Provider Name – SLAs.xls

Service Level Agreements Respond in matrix provided in Appendix B-2 ServiceLevel Agreements

G Service Provider Name –Transition Plan.doc

Transition Plan Narrative response withtimeline

H Service Provider Name – Transformation Plan.doc

Transformation Plan Narrative response

I Service Provider Name-DueDiligenceRequirements.doc

Due Diligence Plan Narrative Response

J Service Provider Name- Key Business Terms.doc

Key Business Terms Respond in form provided in Appendix B-3 KeyBusiness Terms

K Service Provider Name –Pricing.xls

Pricing and OtherCommercial Considerations

Respond in forms providedin Attachments B-4 PricingForms

L Service Provider Name –Locations.xls

Geographic coverage Respond in form providedin Appendix B-5 ServiceProvider Locations


Executive SummaryPlease provide, as a separate Microsoft WORD document, a file entitled“Service Provider Name Executive Summary.doc” (please replace‘Service Provider Name’ with your company’s name or acronym).

The Executive Summary should communicate your solution, the benefits offered to COMPANY and the timelines involved. Highlight major features critical to achieving the stated goals in this RFP. Describe how you would approach the scope of work at COMPANY specifically and how your firm will enable COMPANY to achieve cost savings and process standardization.

Service Provider Background and QualificationsPlease provide, as a separate Microsoft WORD document, a file entitled“Service Provider Name Background and Qualifications.doc”

Corporate Information

Provide a narrative describing the company background and an overview of the corporate organization. Concentrate on the operating history of the subsidiary or division providing the outsourcing services in the scope of this RFP. Describe how your firm differentiates itself in the marketplace, including synergies across service lines.

Describe how your firm’s organization will support the account.

Please address any issues of conflict of interest, and how your firm has dealt with this area in the past.

Describe the strategic direction of the company and the implications of that strategy for your clients. Discuss the capital budget for outsourcing services where that capital will be deployed (e.g., systems upgrades, training, staff additions, etc.) to improve services to your clients.

With regards to national geographic coverage, please provide the requested information in Appendix B-5 - Service Delivery Locations.

Financial Strength Demonstrate the company’s financial soundness and ability to remain viable as a provider of the services over the term of the contract by providing the following information:

• Provide the legal name, address and state of incorporation of the party that will serve as the contracting party, as well as whether such party is the parent


company. If the contracting party is not the parentcompany, explain such party’s relationship to the parent company.

• Revenues from outsourcing in Facilities Management and the percentage of total facilities management revenue to the overall firm revenue.

• Total number of employees performing outsourcing services

• Evidence of your financial strength relative to other firms in your industry.

• Long-term debt rating (Moody’s or S&P)

• Total market capitalization

• A copy of your most recent annual report should be attached.

• Number of customers to which you provide Facilities Management outsourcing services, square feet under management and annual dollar value of all contracts in force with these customers

Dedication to Quality Provide details of your approach to measuring and maintaining high quality services, including any industry-recognized quality standard to which you comply. Please indicate any quality programs that are externally measured (e.g., Six Sigma, ISO 2000, and CMMI), and what organization provided the certifications. Provide proof of SAS70 compliance (both type I and type II reports).

Provide your company's employee safety record over that last (3) three years including recordable incidents and lost days away from work.

Continuous Improvement Describe the technical and managerial resources available in your organization dedicated to continuous improvement of processes which will benefit your key customers. Identify specific resources that would be made available to work on this with COMPANY.

Describe your quality assurance program. If there is a written manual in place, please attach a copy.

Describe the procedures you have adopted to monitor customer satisfaction with employee performance (in areas such as competence, productivity, attitude and attendance). Do you offer incentives or rewards to employees or subcontractors that provide great customer service? Please describe the program and results to date.

Does your organization have benchmarking tools? If so, provide an example of where you implemented the tools and describe the results.

Does your firm have a business continuity plan to provide services to clients in times of emergencies? Please describe the plan at a high level and what it means to COMPANY.


Supplier and Work Diversity COMPANY is highly committed to Supplier and Work Diversity. A key element of the Supplier Diversity Program is the inclusion of diverse businesses (minority, woman, veteran, person with a disability, or small disadvantaged- business enterprises) in potential business opportunities, including second tier involvement.

Service Provider should include a description of its company policies toward supplier diversity, as well as specific goals, actions and results (i.e., DBEspend as a percent of its company’s total spend). Service Provider should indicate how it will support supplier diversity initiatives through inclusion and utilization of such suppliers for COMPANY.

Include a description of how DBE vendors and the Supplier Diversity Program would be supported from a corporate standpoint.

Describe if your firm has a Chief Diversity Officer and how this position will enable your company to meet and exceed targets for supplier and work divsersity.

Case Stu d ies Provide case studies or examples of integrated client accounts similar in scope to COMPANY where you have made a major impact on the organization's costs structure and/or quality of services.

Client Re f erences List four (4) clients where similar services are provided. Include a client contact name, title, address, phone number and a brief description of the services provided for each client. Identify which company you recommend that COMPANY visit in December.

Emplo y ee Benefits Provide details on your employee benefits program in a separate attachment.

Business Solution Narrative OverviewProvide, as a separate Microsoft WORD document, an overview of the proposed business solution and the company’s general approach to account management. This file should be entitled “Service Provider Name Business Solution Document.doc”..A well-defined solution will be a key factor in COMPANY’s evaluation. You are encouraged to use diagrams or organization charts to further explain the solution. The solution document should contain the following components.

Solution Overview The first section of the document will be a overview that summarizes the offering and proposed changes to the COMPANY CRE organization and/or environment. Include any planned improvements in processes and technology and expected


dates that these improvements will be implemented.

The solution overview should also contain a description of how you will integrate services to create a unified and cohesive management and technology framework to deliver all proposed services and achieve the specified objectives.

NOTE: Detailed information containing the specific steps, resources and plans associated with the transition of the services should be described in the Transition Plan section of the proposal. Include organization charts, diagrams and flow charts as necessary to describe the proposed solution.

The solution should include at a minimum the following key elements

Account Management Work order management and support (call center) Engineering and Operations Mobile Engineering Program –dedicated and shared Accounting and Financial Administration Reporting Critical Environment Management program Technology in support of facilities management Training programs Vendor management

Finance and Administration

Service Delive r y Model Describe the overall service delivery model you will deploy to provide all of the required services on a national basis. The service delivery model section should describe:

• The organization including a chart with all employee positions that will be assigned full time or part time to the account

• Advantages of this service delivery model versus the current structure at COMPANY

• Advantages of this service delivery model over others you considered for COMPANY (provide one or two examples of other structures and briefly explain why you think your proposed model is better).

• The CRE organization you recommend that COMPANY retain to interface


with your team and manage the portfolio for the Company

Services T o Be Self Performed vs. Sub-contracted List the services required in this RFP that will be self-performed by your employees and those that you would sub-contract and manage on behalf of COMPANY. If you plan to self perform an activity in some geographies and out-task in others, please provide the appropriate location details in your response.

Describe your firm’s vendor review process, including frequency, format and content.

Detail who within your personnel structure will be responsible for contract sourcing and administration for the major vendor relationships by commodity (i.e. cleaning, landscaping, snow removal, trash, cafeteria, etc.).

Provide a comprehensive pricing strategy for Property management services for COMPANY. What additional services would you consider outside this pricing structure

Itemize any proposed savings resulting from your organization handling procurement. Are you willing to guarantee any savings in this area?

Account Leadership

Describe your account team management structure and the qualifications of the key personnel to be assigned to account. Provide resumes of those account leaders that have been identified to serve COMPANY in a separate attachment. Describe the types of SMEs that would be assigned to the account, and provide individual's names and resumes if you are able. What time commitment have you assumed each SME would make to COMPANY account?

Training and Devel o pment Describe the training and career development programs available to your staff, how they are accessed and the average training hours per professional you expect to require for the various positions on the COMPANY account.

Have such programs been effective in reducing employee turnover? What are the turnover statistics for facilities and project managers at your firm?

How do you plan for and deliver senior leadership succession on an account? How long would you expect the senior people on the COMPANY account to be with the Company before transferring to another client?

Relationship Management and Governance Model

The management and governance operating model is critical to success of the


outsourcing initiative. Describe your approach for relationship management including governance, contract administration, performance monitoring and reporting, financial management, decision rights between the parties, interfaces with business units and other stakeholders.

Include enough detail to differentiate practices and operating models on governance structure and protocols (steering committees, meeting type and frequency, etc.), relationship touch points and checkpoints, and service delivery policies, procedures, process descriptions and tools. Describe any web-based tools that will you provide or recommend for COMPANY.

Technology and Reporting

List all the major technology solutions you propose for the COMPANY account (together “the Platform”), including the name of the software, version, service area and source (proprietary or third party software by name). Explain how COMPANY will be able to access reports, combine data from multiple services (or sources) and manipulate the data. Describe how the HR and Accounting systems currently used at COMPANY will be integrated with your Platform.

In the event of a system failure to the Platform, what in-house backup and recovery systems/plans do you have?

Discuss reporting tools (i.e. dashboards and metrics) that will be used to monitor and report performance. Provide examples of how dashboard and scorecard information will be used on an on-going basis for continuous process improvement.

Service Delive r y Model Overview

Each Service overview should summarize the solution offered for the service area, proposed changes to the organization and/or environment and the value provided. Outline the delivery model for the tasks described in the RFP, and indicate the approach, synergies, processes or technology that you will bringto bear to deliver the service “better/faster/cheaper”.

Additional Questions

Please answer the following additional questions:

• Discuss your capabilities in data center management, with examples of how you have improved costs or service levels for other clients.


Please provide your experience with similar clients and the range of services that you provide in the area of Energy management.

Please provide your experience with similar clients and the range of services that you provide in the area of Tax management. Please describe your tax challenge process. Please provide the cost for these services.

• Describe your firm’s experience with labor unions.

Provide successful examples of how you transitioned a new account away from a competitor on an account similar to COMPANY.

Describe the approach to be utilized to hire current employees of COMPANY CRE’s service provider, if appropriate.

Please outline your firm’s quality assurance program, how long it has been in effect, and who is responsible for the management and consistency of the program.

Provide information on your firm’s performance measurements processes, how continuity is maintained, and your goals for achieving the highest quality standards.

Please elaborate on any pertinent tools or resources that you propose would be beneficial to COMPANY’s account.

Describe the current methods of training new employees, enhancing the skills of the current employees and any other continuing education programs that your firm supports. Please include any fees that would be passed on to us, if applicable.

What innovative ways is your firm using technology to improve customer service and client relations?

Please provide a copy of your standard agreement for facility management.


Assuming the entire accounting function would be outsourced, please provide a detailed description of how you will be managing the financial accounting and lease accounting functions?

Assuming the accounting function would remain how it is currently structured, how would you work within the current structure?

Please describe how your firm would capitalize on its leverage capabilities in order to provide us with superior services at a reasonable cost.

Please describe any systems or tools that you would utilize in order to perform these functions.

Please provide examples of technology including applications you would use to provide any type of financial service, such as financial modeling, budget preparation and reporting. Please include the costs associated with the technology or application.

Statements of WorkUse the templates provided in Appendix B-1 Statements of Work to respond to the Statements of Work by service. This file should be entitled “Service Provider Name – SOWs.xls.

For each task, indicate either acceptance with a “Yes” or non-acceptance with a “No”. Provide a brief rationale where the provision is “No”. Alternative text should be inserted and highlighted to show proposed changes from the original. A description of the rationale for each proposed change should be included. Indicate where services would be delivered through a subcontractor.

Service LevelsUse the templates provided in Appendix B-2 Service Level Agreements to respond to the Service Level requirements by service. This file should be entitled “Service Provider Name – SLAs.xls.” In developing your response, use the matrices provided and fill in the fields required.

The Service Level Agreements (SLAs) state COMPANY’s performance requirements. Provide comments on the suggested SLAs, targets and minimums in the boxes provided when appropriate. Agree with or suggest new target service levels for all measures. If you believe you can improve upon the target service levels, show those improvements in your proposal. If you believe that an alternative service level would have a material impact on your price, please propose the alternative and its impact on price on the SLA template.


COMPANY recognizes that alternate approaches exist, and some may better reflect measurement of a particular service component. We will consider alternative measures provided that they meet our intent to measure the services in a meaningful way.

Document all service level assumptions relied upon in the proposal. Service levels will be defined and specified formally as part of a definitive Services Agreement.

Transition PlanProvide, as a separate Microsoft WORD document, a thorough transition plan. This file should be entitled “Service Provider Name Transition Plan.doc”. COMPANY recognizes that a detailed plan for the transition of the services will be developed as part of the definitive agreement negotiation process. But the Transition Plan must provide sufficient detail to explain how and when you will implement the services. Describe how you will transition services from the current environment (including any components of the environment managed by third parties) to the proposed solution.

The Transition Plan should include a discussion of the following:

• Description of transition methodology and philosophy, including aspects of risk mitigation

• Transition roles and responsibilities, including expectations of involvement and commitment of COMPANY

• Expected deliverables and proposed metrics for determining acceptance by Company

• Description of transition elements such as:

o Phasing and timelines (high-level)

o Service changes required to move to outsourced model

o Process specific transition approach

• Infrastructure/technology transition approach including technology impacts/requirements

• Communication approach and responsibilities

• Readiness testing/assessment approach and responsibilities

• Acceptance procedures and governance

• Approach with respect to affected employees (i.e., Re-badging and retention)

• Approach for transfer of third-party agreements


Transition Risks Describe how you will help ensure continued service quality and minimal disruption through the transition period. Describe the major risks to a successful transition and how you would actively mitigate them.

Transformation PlanProvide, as a separate Microsoft WORD document, a plan for transforming the services in scope to “best in class” services over the term of the contract. This file should be entitled “Service Provider Name Transformation Plan.doc”.

Use the following terminology when describing Transformation:

• Transformation Period is the period following the successful transition of services to the Service Provider. During this period, services will be transformed to a “Future State” mode from the initial mode of operations through the implementation of alternative or reengineered processes.

• Transformation Plan describes the coordination of both parties’ efforts to transform service delivery to the desired and agreed future state. The Transformation Plan should contain details of tasks and activities, key transformation milestones and acceptance criteria.

• Future State Operations is the on-going state of the service after the transformation process is completed.

The transformation plan should include, at a minimum:

• The proposed transformation approach and methodology

• Anticipated benefits from the transformation including cost savings

• COMPANY resources and investment dollars required to support the transformation program

• Transformation timelines, staffing and critical milestones

• Required COMPANY investment in transformation and resulting benefits year by year on a pro forma schedule

Due Diligence RequirementsProvide your due diligence requirements as a separate WORD document entitled “Service Provider Name–Due Diligence.xls”. . COMPANY recognizes that a detailed due diligence plan will be jointly developed prior to beginning this phase of


work. This document should include a high level work plan, a list of additional information you will need to review, and a list of COMPANY sites you would like to visit during due diligence.

Pricing and Other Commercial ConsiderationsUse the templates provided in Appendix B-4 Pricing Tables to respond to the pricing and other commercial considerations.

COMPANY is seeking an initial term of five (5) years, extendable at COMPANY’s discretion for up to 5 years thereafter. This would be based on the terms and conditions in effect at the date of the extension and utilizing pricing to be negotiated but consistent with, and no less favorable than, the pricing in force at the date of the extension.

The desired pricing methodology is a cost plus model with a target budget agreed to at the beginning of each contract year. There will be a penalty and a gain share for any overage/underage to the annual target budget established. There will be a dead band defined to account for minor overage/underage.

COMPANY will consider alternate pricing approaches that you believe would better serve the interests of both parties. Include any alternative pricing model in the “Alternate Pricing” tab of the Pricing Tables. Describe how you propose to structure any incentive “gain-share” compensation for your organization that would motivate you to further increase the efficiency and reduce cost of operations without compromising service levels or increasing exposure to risk. In particular, describe whether your gain sharing proposal envisions that all employees working on the COMPANY account share in the incentives or only a portion.

For alternative models, describe the mechanism for ensuring that you have incentives to control and reduce costs over the term of the deal. This should include, for example, approaches to cap the maximum charges for the services and to guarantee annual productivity improvements. Please provide detail on how these mechanisms would actually work in practice (including specific contractual language, if available) and examples of where such improvements have resulted in reduced charges in other settings.

COMPANY will require monthly invoicing for fixed, variable and pass through costs. Fixed charges for baseline volumes of services may be billed at the beginning of the month in which the services are to be delivered. Pass through and variable costs will be billed following the month in which the services are delivered. Transition and transformation charges will be invoiced only upon completion of corresponding milestones.

All of Service Provider’s fees, charges and rates are to be submitted inAppendix B-4 free of any COLA, inflation or similar adjustment. Describe how you propose that inflation risks be handled, including any specific index/indices, in Appendix B-4.


Please complete all the pricing templates in Appendix B-4 and be prepared to discuss each of these in detail. Failure to complete these forms fully will adversely impact a Service Provider’s evaluation by the Company.

Service Provider LocationsUse the templates provided in Appendix B-5 Service Provider Locations to detail your resources by the major states in which COMPANY has locations, including facilities management, project management and move management professionals.


Attachment 1 Intent to Bid Form on COMPANY Request for Proposal

Respondents are asked to complete and return this form via e-mail to NAME to EMAIL ADDRESS by 5:00 pm EST by ____________________

Please provide the following information:

Company Name:

Received by (Name):

Signature:

Title:

Telephone:

Intent to Respond (Circle One): YES NO

If your intent is to respond to this RFP, please indicate the primary point of contact for communications from COMPANY.

Name:

Title:

Address:

Telephone:

Fax:

E-mail:

THANK YOU IN ADVANCE FOR YOUR INTEREST AND PARTICIPATION.


Attachment 2: NON-DISCLOSURE AGREEMENT

(Insert COMPANY CRE specific language here)

(Executed by both parties)

BY:_____________________________ITS:____________________________Dated:__________________________

Accepted for COMPANY CRE

BY:_______________________________ITS:______________________________Dated:_______________________


Attachment 3: Questions for Bidders

Must receive via email by 12:00 p.m., (Critical Date)QUESTION FORM

Corporate Sourcing Initiative

To: (Name of RFP contact)

Email: (e:mail address of RFP contact)

From: __________________ email address: ___________________

Fax #: __________________

Date: __________________

Time: __________________

Reference to:

Section(s) __________ Subsection(s)__________ Paragraph(s)_______

Question: ____________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________

_____________________________________________________________________________


Attachment 4: Authorization Letter

I, _________________________, an authorized representative of the firm, (Company

name)__________________________________ agree to the terms of this RFP and to the prices

quoted herein. I further acknowledge that the COMPANY CRE is in no way obligated to

purchase any goods/services until such time as contracts and agreements are negotiated in detail

and purchase orders are issued, if indeed our firm is chosen for further consideration in the

selection process.

_______________________________ (Name)

_______________________________ (Signature)

_______________________________(Title)

_______________________________(Date)


Attachment 5: RFP Checklist

A complete RFP package must include the following:

Supplier Contact Information References Subsidiary/Commonly controlled Affiliate/Parent Information Organization Overview and Financial Information Supplier’s Customer Base Information Supplier’s Account Team Description Billing Capabilities Supplier Diversity Plan Disaster Recovery Plan Insurance Coverage Confirmation Lawsuits and Legal Actions Authorization Letter Non-Disclosure Agreement


Exhibits

All exhibits are attached in separate electronic files.


assets.sig.org€¦ · web viewsummary of company’s business and stated objective of the rfp....

Documents