Courier Services for Des Moines Metro Area

SECTION 3 - SPECIFICATIONS
All items listed in this Section are Bid Specifications. A successful Bidder must be able to satisfy all these
specifications to be deemed a Responsible Bidder.
3.1 Courier Service Requirements
A successful Bidder must be able to provide all services and deliverables as required, described,
and detailed below and shall meet all service and delivery timelines to be deemed a Responsible
Bidder.
3.1.1 Daily Routes
The Bidder shall provide daily courier services to the locations and timelines included in
Attachments 2-5. The Bidder shall complete all scheduled route stops within the
designated timeframes and shall provide consistent, reliable service using the same
courier personnel whenever possible to maintain familiarity with Agency locations and
procedures.
3.1.2 On-Call Service
The Bidder shall provide on-call pick-up and delivery service.
3.1.2.1 The Bidder shall provide service to call-in locations only after receiving a service
request from the agency through the Bidder's web portal, by telephone, or by
email.
3.1.2.2 The Bidder shall maintain a dedicated telephone number and email address for
submitting and receiving all service requests throughout the term of the
contract.
3.1.2.3 The Bidder shall respond to requests for next-day service at Agency call-in
locations when such requests are received no later than 2:30 p.m. local time
3.1.2.4 The Bidder shall confirm receipt and scheduled pick-up time by email
notification to DAS - Mail Services designee.
3.1.2.5 The Bidder shall pick up and deliver mail in accordance with DAS Mail Services
processing schedules for Capitol Complex mail. Morning processing is
completed by 8:30 a.m. CT, with afternoon turnaround processing completed
by 2:45 p.m. CT. DAS Mail Services maintains a twenty-four (24) hour service
level agreement for mail processing.
3.2 Package Handling
All packages will be managed in accordance with Federal and State of Iowa transportation laws.
3.2.1 Packaging Standards
The Bidder shall not accept any packages that are not in sturdy, properly addressed, and
securely sealed containers.
3.2.2 Damaged Packaging
The Bidder shall refuse any pick-up requests for packages that shows signs of damage
or leaking materials.

3.3 Late Delivery Notification & Penalties
3.3.1 Delay Notification
The Bidder shall immediately notify all affected service locations and the DAS Mail
Services designee(s) regarding any unforeseen events that result in delays to pickups or
deliveries
3.3.2 Service Credits
In the event of a late delivery, the State reserves the right to reduce invoice payments
by the cost of the delivery for any instances where packages were not received within
the required timeframe.
3.3.3 Breach of Contract
Consistent late deliveries may be considered a breach of contract and may result in
termination of one or more delivery routes at the DAS Mail Services' discretion.
3.4 Vehicle and Storage Facility Requirements
3.4.1 Standards & Compliance
All vehicles shall be properly registered, insured, and maintained in safe, professional
condition. Equipment and operators shall adhere to all applicable DOT, State, and
Federal regulations.
3.4.2 Security & Confidentiality
Vehicles and facilities shall be equipped to handle sensitive materials. Transport vehicles
shall feature fully enclosed, lockable cargo areas to ensure document security during
transit.
3.4.3 Maintenance & Records
Vehicles shall be serviced per manufacturer specifications, including regular safety
inspections of tires, brakes, and lights. Detailed maintenance logs and proof of
insurance shall be available for Agency review upon request.
3.4.4 Technology & Communication
All vehicles shall feature real-time GPS tracking available to the Agency upon request.
Drivers shall carry reliable communication devices (phones or radios) to maintain
constant contact with dispatch.
3.4.5 Specialized Equipment
The Bidder shall provide all necessary tools, including hand trucks, insulated containers
for climate-sensitive items, and locking security bags.
3.4.6 Identification & Branding
For security and recognition, all vehicles must display company decals, and drivers must
wear branded uniforms or official identification.
3.4.7 Contingency Planning
The Bidder shall maintain backup vehicles to ensure uninterrupted service. Mechanical
issues or routine maintenance are not valid excuses for service delays.

3.5 Specialized Handling and Material Types
The Bidder shall demonstrate the capacity to securely transport and manage the following
material categories:
3.5.1 Confidential Information
The Bidder shall transport all sensitive documents in sealed containers. Personnel are
required to sign non-disclosure agreements (NDAs) before starting work. Materials must
remain under the courier's direct supervision at all times and may never be left
unattended.
3.5.2 Legal Filings
The Bidder shall maintain a rigorous chain-of-custody for legal materials, including
signed logs with precise timestamps. All staff shall be trained in handling time-sensitive
court filings. Forms shall be provided by the Agency or the Bidder shall use forms
approved by the Agency.
3.5.3 Medical/Biohazardous Materials
The Bidder shall transport laboratory specimens in compliance with OSHA (29 CFR
1910.1030) and DOT (49 CFR 171-180) standards. The Bidder is responsible for providing
certified personnel, specialized packaging, and climate-controlled transport as needed.
3.5.4 Equipment and Technology
The Bidder shall handle electronic equipment and sensitive hardware with protective
packaging and specialized care to ensure no damage during transit.
3.5.5 Heavy and Oversized Cargo
The Bidder shall be equipped to handle items up to 120 lbs. For items exceeding
standard dimensions or weights, the Bidder shall provide specialized equipment and
personnel upon advance notice
3.6 Tracking and Documentation
3.6.1 Real-Time Tracking
The Bidder shall maintain a comprehensive tracking system providing real-time status
updates. Each entry must include a unique tracking number, pickup/delivery
timestamps, courier ID, recipient name/signature, and current status. The Agency shall
have access to this data via telephone, email, or online portal.
3.6.2 Proof of Delivery
The Bidder shall capture the recipient's signature, printed name, date, and time for each
delivery. Electronic signature captures are permitted. Proof of delivery documentation
shall be provided to the Agency within 24 hours of delivery completion.
3.6.3 Delivery Manifests
The Bidder shall provide daily manifests for scheduled routes, listing all items picked up
and delivered at each stop, including tracking numbers and recipient signatures.
3.6.4 Failed Delivery Attempts
The Bidder shall document all failed delivery attempts, including date, time, reason for
failure, and actions taken. The Agency shall be notified immediately of any failed

delivery attempt, and the Bidder shall make reasonable efforts to complete delivery
according to Agency instructions.
3.7 Personnel Requirements and Employee Conduct
3.7.1 Qualifications
The Bidder shall mandate that all drivers shall be at least 18 years old and proficient in
English (verbal and written). Drivers shall hold a valid, appropriate driver's license, a
clean driving record (maximum of two (2) moving violations in three (3) years), and no
DUI/DWI convictions within the last five (5) years.
3.7.2 Background Checks
The Bidder shall perform state and federal criminal background checks on all staff.
Personnel with convictions for theft, fraud, violence, or drug-related offenses in the past
seven (7) years are ineligible. Certification of these checks must be available upon
Agency request.
3.7.3 Drug Testing
The Bidder shall maintain a drug-free workplace, requiring pre-employment screening
and ongoing random testing as permitted by applicable law. Any staff member testing
positive for controlled substances must be removed from this contract immediately.
3.7.4 Training
The Bidder shall ensure that personnel are trained in customer service, confidentiality,
security, safe driving, and technology use. Those handling specialized items (e.g.,
medical or hazardous materials) require additional specific training and current
certifications.
3.7.5 Uniforms and Identification Requirements
The Bidder shall require staff to wear branded uniforms while on duty and visible photo
ID badges displaying their name, company, and photo.
3.7.6 Professional Conduct
Drivers shall demonstrate a high level of customer service and remain professional and
courteous while interacting with agencies and the public. Personnel shall adhere to all
agency site policies, including security, parking, and access protocols.
3.8 Account Representative and Emergency Contacts
3.8.1 Dedicated Account Representation
The Bidder shall assign a dedicated account representative as the primary contact,
available Monday-Friday, 8:00 AM - 5:00 PM CT. This individual will oversee service
coordination, contract compliance, and responding to general inquiries within two (2)
hours.
3.8.2 Communication and Emergency Contact
The Bidder shall provide the DAS designee with written contact details for both
a primary and secondary contact. This list must include office, cell, and emergency
telephone numbers, as well as email addresses. These individuals shall be authorized to
resolve complaints and take immediate action on urgent issues, responding within 30
minutes for emergencies.

3.9 Loss & Liability
3.9.1 Indemnification
The Bidder shall indemnify and protect the State against any losses arising from theft,
breakage, damage, or delays in pickups and deliveries.
3.9.2 Risk of Loss
The Bidder shall assume sole responsibility and risk for the safe transportation and
delivery of all packages.
3.9.3 In Transit
Items are defined as "in transit" from the moment they are loaded into the Bidder's
vehicle at the point of origin until they are accepted and signed for by an authorized
representative at the destination.
3.9.4 Reimbursement
If a loss occurs, the Bidder shall reimburse the State for the full cost of the package
contents and all associated shipping charges.
3.10 Security and Confidentiality
3.10.1 Confidentiality Agreements
The Bidder shall require all courier staff to sign confidentiality agreements pledging to
protect all Agency materials and information encountered during their service.
3.10.2 Secure Transport
The Bidder shall ensure that all items are transported securely to prevent theft, loss, or
unauthorized access. Confidential materials must remain in sealed containers or locked
bags and are never to be left unattended in a vehicle or unsecured area.
3.10.3 Facility Access
The Bidders personnel shall follow all Agency security protocols, including signing in/out,
displaying ID badges, and undergoing screenings. The Agency may deny access to any
staff who fail to comply.
3.10.4 Data Security
The Bidders tracking systems shall use password protection and restrict access of Agency
data to authorized personnel only.
3.10.5 Incident Reporting
The Bidder shall immediately report any security incidents to the Agency, including but
not limited to: lost or stolen materials, unauthorized access to materials, vehicle theft or
break-in, data breaches, or any other incident that may compromise the security or
confidentiality of Agency materials. Written incident reports shall be provided to the
Agency within twenty-four (24) hours of any security incident.
3.11 Additional Service Locations
3.11.1 Location Modifications

The State reserves the right to add, change and delete delivery locations during the term
of this agreement. The Agency shall provide written requests to the Bidder.
3.11.2 Implementation Timeline
The Bidder shall complete any requested changes within seven (7) business days.
3.11.3 Relocation Invoicing
The Bidder shall update invoicing regarding Agencies that move from Capitol Complex to
the Des Moines Metro Area within seven (7) days of receiving written notification.
3.12 Holiday Schedule
The State of Iowa holiday schedule can be found at:
https://das.iowa.gov/state-employees/state-accounting/centralized-payroll/state-holidays
3.13 Customer Service and Communication
3.13.1 Dispatch Center
The Bidder shall maintain a fully staffed dispatch center during all service hours to manage
delivery requests and status updates. Dispatch center personnel shall answer calls
promptly and shall provide professional, courteous service.
3.13.2 Response Times
The Bidder shall respond to Agency inquiries and requests within the following
timeframes during business hours:
* Telephone calls: within thirty (30) minutes.
* Email inquiries: within two (2) hours.
* Emergency/urgent requests: Immediate response required.
3.13.3 Problem Resolution
The Bidder shall maintain a formal process for problem resolution of service issues and
complaints. The Bidder shall acknowledge reported issues within two (2) hours of
notification and provide a resolution or a detailed action plan within twenty-four (24)
hours.
3.13.4 Technology Platform
If the Bidder provides an online portal or mobile application for requesting services and
tracking deliveries, the platform shall be user-friendly, secure, and accessible twenty-four
(24) hours per day, seven (7) days per week. The Agency shall be provided with training
on the use of any technology platforms.
3.14 Pricing and Billing
3.14.1 Pricing Structure
The Bidder shall provide a clear, detailed pricing structure for all services, including but
not limited to: scheduled route services (per day flat rate), standard on-call deliveries,
same-day deliveries, after-hours and weekend services, mileage-based charges if
applicable, wait time charges if applicable, and any additional fees or surcharges.
3.14.2 Price Stability
Prices shall remain firm for the initial contract term. Requests for price adjustments shall
be submitted in writing at least sixty (60) days prior to the renewal date and shall not

exceed the lesser of five percent (5%) or the percentage change in the Consumer Price
Index (CPI-U) for the State of Iowa for the preceding twelve (12) month period.
3.14.3 All-inclusive Rates
The Bidder shall not impose any fees, surcharges, or charges beyond those specified in
the pricing structure without prior written approval from the Agency. All costs associated
with providing services, including fuel, vehicle maintenance, insurance, and personnel
costs, shall be included in the base pricing.
3.14.4 Invoicing and Documentation
The Bidder shall provide detailed monthly invoices itemizing all services provided,
including date, tracking number, service type, origin, destination, and applicable charges.
Invoices shall be accompanied by supporting documentation including proof of delivery
records for all completed deliveries.
3.15 Compliance and Regulatory Requirements
3.15.1 Licensing and Permits
The Bidder shall maintain all required federal, state, and local licenses, permits, and
certifications necessary to provide courier services, including but not limited to: business
licenses, vehicle registrations, hazardous materials transportation permits (as required),
and any other permits required by law.
3.15.2 Regulatory Compliance
The Bidder shall comply with all applicable federal, state, and local laws, regulations, and
ordinances, including but not limited to: Department of Transportation (DOT) regulations,
Occupational Safety and Health Administration (OSHA) standards, Americans with
Disabilities Act (ADA) requirements, Equal Employment Opportunity (EEO) regulations,
and environmental regulations.
3.15.3 HIPAA Compliance
If transporting medical records, patient information, or other protected health
information (PHI), the Bidder shall comply with all requirements of the Health Insurance
Portability and Accountability Act (HIPAA) and shall execute a Business Associate
Agreement (BAA) with the Agency prior to handling any PHI.
3.15.4 Records Retention
The Bidder shall maintain all records related to services provided under this contract,
including delivery logs, proof of delivery documentation, invoices, and incident reports,
for a minimum of three (3) years following contract completion or as otherwise required
by law. Records shall be made available to the Agency for inspection and audit upon
request.
3.16 Contract Administration
3.16.1 Contract Manager
The Agency shall designate a Contract Manager who shall serve as the primary point of
contact for contract administration. The Contract Manager shall have authority to
interpret contract requirements, approve routine operational decisions, and coordinate
with the Bidder's account representative.

3.16.2 Regular Meetings
The Bidder shall participate in regular meetings with the Agency's Contract Manager, at
minimum quarterly, to review performance, address concerns, discuss service
improvements and changing needs. Additional meetings may be scheduled as needed.
3.16.3 Contract Modifications
Any modifications to the scope of services, pricing, or other contract terms shall be
documented in writing through a formal contract amendment executed by both parties.
3.16.4 Transition Services
Upon contract expiration or termination, the Bidder shall cooperate fully with the Agency
and any successor Bidder to ensure smooth transition of services. The Bidder shall provide
all necessary information, documentation, and assistance to facilitate continuity of
services.
3.17 Quality Assurance
3.17.1 Quality Control Program
The Bidder shall maintain a comprehensive quality control program to ensure consistent
service quality and contract compliance. The program shall include regular performance
monitoring, customer satisfaction surveys, personnel training and evaluation, vehicle and
equipment inspections, and corrective action procedures.
3.17.2 Customer Feedback
The Bidder shall implement a system for collecting and responding to customer feedback.
The Agency shall have the ability to provide feedback on individual deliveries and overall
service quality. The Bidder shall address negative feedback promptly and shall implement
corrective actions as necessary.
3.17.3 Continuous Improvement
The Bidder shall demonstrate commitment to continuous improvement by regularly
evaluating service delivery processes, identifying opportunities for enhancement, and
implementing improvements to increase efficiency, reliability, and customer satisfaction.
3.18 Emergency and Business Continuity
3.18.1 Emergency Services
The Bidder shall maintain the capability to provide emergency courier services during
natural disasters, public health emergencies, or other crisis situations as requested by the
Agency. Emergency service protocols shall be established at contract commencement.
3.18.2 Business Continuity Plan
The Bidder shall maintain a business continuity plan that ensures uninterrupted service
delivery in the event of equipment failure, personnel shortages, natural disasters, or other
disruptions. The business continuity plan shall be provided to the Agency upon request
and shall be tested annually.
3.18.3 Backup Resources

The Bidder shall maintain adequate backup resources, including vehicles, equipment, and
personnel, to ensure service continuity during peak periods, emergencies, or unexpected
circumstances.
3.19 Sustainability and Environmental Considerations
3.19.1 Fuel Efficiency
The Bidder is encouraged to utilize fuel-efficient vehicles and to implement route
optimization strategies to minimize fuel consumption and environmental impact.
3.19.2 Alternative Fuel Vehicles
The Bidder is encouraged to incorporate alternative fuel vehicles (hybrid, electric,
compressed natural gas, etc.) into their fleet when feasible and cost-effective.
3.19.3 Recycling and Waste Reduction
The Bidder shall implement recycling and waste reduction practices in their operations
and shall properly dispose of any waste materials generated during service delivery.
3.20 Deliverables
The Bidder shall provide the following deliverables:
3.20.1 Comprehensive service delivery
3.20.2 Daily proof of delivery documentation for all completed deliveries
3.20.3 Monthly performance reports
3.20.4 Monthly itemized invoices with supporting documentation
3.20.5 Certificates of insurance and annual renewals
3.20.6 Personnel background check certifications upon request
3.20.7 Incident reports within twenty-four (24) hours of any security or service incident
3.20.8 Business continuity plan upon request
3.20.9 Quarterly performance review meeting participation
3.21 Performance Monitoring and Reporting
3.21.1 Monthly Reports
The Bidder shall provide comprehensive monthly performance reports to the Agency by
the tenth (10th) business day of each month for the preceding month. Reports shall
include, at minimum: total number of deliveries by service type, on-time delivery
percentage, average delivery times, failed delivery attempts with explanations, customer
service issues and resolutions, and any service disruptions or incidents.
3.21.2 Performance Metrics
The Bidder shall maintain the following minimum performance standards:

* On-time delivery rate of ninety-five percent (95%) or higher for all scheduled
route deliveries
* On-time delivery rate of ninety percent (90%) or higher for all on-call deliveries
* On-call delivery completion rate of ninety-five percent (95%) or higher within
specified timeframes
* Customer satisfaction rating of four (4) out of five (5) or higher based on Agency
feedback
* Zero tolerance for lost or stolen materials
3.21.3 Service Level Failures
Failure to meet performance standards for two (2) consecutive months or three (3)
months within any twelve (12) month period may result in contract termination or other
remedies as specified in the contract terms and conditions.