Pre-Advertisement Notice for Rental Car Center Operations & Maintenance Services

EXHIBIT A
SCOPE OF SERVICES
On behalf of the City of Atlanta's ("City" or "COA") Department of Aviation ("DOA"), the selected
contractor ("Contractor") shall provide comprehensive operations and maintenance services
("Services") to support and maintain the 128,000 square foot Rental Car Center ("RCC") facility and
associated Service Facilities at Hartsfield-Jackson Atlanta International Airport ("ATL") as more fully
described in Section 1.1 below ("Service Facilities") for an initial term of five (5) years with a single
two (2) year renewal option to be exercised at the sole discretion of the City.
A. General Scope of Service
I. Cost-Reimbursable Contract . The Contractor shall perform the Contract requirements
and objectives set forth in this Exhibit A, Scope of Services on a cost reimbursement
basis. Additionally, the Contractor shall be compTensated for providing its Services by
payment of a Management Fee (as defined in Section 11.C) in accordance with Exhibit
A.1, Compensation. This Scope of Services represents the City's and DOA's
performance objectives and the minimumF levels of service provided by the Contractor.
II. Highest level of efficiency. The Contractor shall closely monitor all aspects of work,
identify deficiencies, and implement corrective action, without reliance on the City's
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Authorized Representative's oversight. Contractor, within the scope of this Contract,
shall operate and maintain the Service Facilities at the highest level of efficiency.
Effective communication between the City), DOA and Contractor is essential.
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III. Additional Facilities/Services. All Service Facilities will require 24-hour facilities
management,to ensure that each facility is clean and properlymaintainedto include but
not limited to, mechanical, electrical, plumbing, structure, elevator/escalator ("vertical
transportaDtion"), exterior grounds, janitorial, and security services. The City hereby
reservesthe rightto establish, at anytime, additional services thatmay benefitthe RCC.
Adjustments to the Management fee shall be in accordance with the provisions of the
Contract.
IV. Patron Claims and Complaints. The contractor shall promptly investigate and resolve all
claims and complaints, including personal injury or property damage. Contractor shall
furnish the City's Authorized Representative with a copy of the claim or complaint within
twenty-four (24) hours of the claim or complaint and the Contractor's documentation of
its investigation of the claim or complaint, and its written response within forty-eight (48)
hours of resolution.
V. Lost and Found Articles. All lost articles found by Contractor or Contractor Personnel, or
which are found by patrons and given to the Contractor, shall be placed in Airport Lost
and Found, within 24 hours. Contractor or Contractor shall have no right to reclaim said
articles. The Contractor shall keep a log of all lost articles.
VI. Transition Period. The Contractor is expected to begin providing ramp-up services after
the Effective Date over a period of sixty (60) calendar days ("Transition Period"). The
Transition Period will include a transition of senior management, allowing the
Contractor's leadership to become familiar with the Service Facilities and begin
interaction with the City's Authorized Representative. Within sixty (60) calendar days of
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the Effective Date of the Contract, the Contractor is expected to have a significant
presence on-site as substantial work and training will be needed to prepare the
Contractor's team to commence Services on the date of the conclusion of the Transition
Period ("Commencement Date").
VII. Capital Improvement Projects. A Capital Improvement Project refers to any planned
physical improvement, upgrade, addition, or major repair to the Service Facilities that is
expected to extend its useful life by more than one (1) year, increase its capacity, or
enhance its overall value or function. Such projects typically involve significant
expenditure and are capitalized in accordance with applicable public sector accounting
standards. Examples include, but are not limited to, roof replacement, HVAC system
overhauls, elevator/escalator modernization, structural rehabilitation, and the installation
or replacement of major building systems.
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a. Any maintenance, repair, or replacement activity required under this Scope of
Services on a Capital Improvement Project shall only be performed by the
Contractor if expressly authorized in writing by the City's Authorized
Representative. The City's AuthoFrized Representative shall determine whether
such maintenance, repair or replacement activity forms part of a Capital
Improvement Project. Upon such determination, the Contractor shall promptly
notify the City'sAuthorized Representative by providing a detailed description of
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the required work, including an assessment of scope, estimated costs, and
potential impacts to facility operations. The City's Authorized Representative
reserves the right to procure, manage, or assign such Capital Improvement Work
through a sepaRrate contract, procurement process, or amendmentto thisContract.
The Parties shall negotiate and agree the terms, including scope, schedule, and
compensation.
Section 1 - Scope ODf Services
1.1. The Scope of Services shall be performed during the ramp-up period as well as during the
term of the contract for the following Service Facilities as identified in Attachment A, RCC
Operations Map which includes but is not limited to:
* Rental Car Center - Customer Service Center (CSC).
* Rental Car Center - North Parking Garage/"Deck" (NPD) and South Parking
Garage/"Deck" (SPD)
Only common spaces are included in the scope of service and designated
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areas listed in the General and Preventative Maintenance Schedule.
* Rental Car Center - DOA Office Space.
* Rental Car Center - Customer Parking Lot (Eastside).
* Rental Car Center - Service Vehicle Parking Lot (Westside).
* Three (3) Automated People Mover (APM) Stations - Platforms and designated
ground level areas:
Airport Station (APS Station).
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Gateway Station (GICC Station); and
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Rental Car Center (RCC Station) Station.
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1.2. The Contractor shall provide 24-hour/7 days per week management, supervision, labor,
material, equipment and supplies for efficient, effective, and satisfactory operations,
scheduled and unscheduled maintenance, custodial needs, and repair of equipment and
systems located within the Service Facilities. The Contractor shall provide the following
services:
1.2.1. Coordinate with the DOA for the transition of the Service Facilities to new
Contractor, if applicable.
1.2.2. Establish agreements for commodities and services (electricity, water, gas, etc.),
in accordance with the City Code of Ordinances, when applicable.
1.2.3. Attend progress meetings as requested by DOA.
1.2.4. Prepare written reports for DOA outlining iTssues concerns and questions related
to the existing condition of the Service Facilities.
1.2.5. Operations and maintenance of alFl vertical transportation systems and equipment
("elevator/escalator") and shall report and log all issues identified during routine
maintenance to include all Capital Improvement Projects.
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1.2.6. Maintain all electrical, mechanical, plumbing, building automation systems (BAS),
and heating, ventilation, and air conditioning (HVAC), fire protection and life safety
systems and equipment specifically related to the scope of services and shall
report and log aRll issues identified during routine maintenance to include all Capital
improvement projects.
1.2.7. Custodial Services for all Service Facilities.
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1.2.8. Landscaping services and maintain irrigation systems and shall report and log all
issues identified during routine maintenance to include all Capital improvement
projects.
1.2.9. Structural repairs and shall report and log all issues identified during routine
maintenance to include all Capital improvement projects.
1.2.10. Service request operations to include record keeping using a computerized
maintenance management system (CMMS).
1.2.11. Contractor shall provide read-only access to CMMS for the entire duration of the
contract.
1.2.12. Maintain locks, key control process, static, dynamic and barrier systems, in the
event vertical transportation needs to be closed off and/or for queuing, should there
be an ATL Sky Train outage.
1.2.13. Collaborate with DOA Landside and Crystal Movers or other authorized vendors
during an ATL Sky Train outage.
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1.2.14. Maintaining storm drain systems at the RCC, and shall report and log all issues
identified during routine maintenance to include all Capital Improvement projects.
1.2.15. Effective Management. Make effective management and operational decisions to
meet or exceed the quality standards required under the Contract. The Contractor
may use technology, innovation and other means or methods to develop and
perform the most efficient services available to ensure the Service Facilities meet
and exceed the contractual specifications of this Contract.
1.2.16. General and Preventive Maintenance. Maintain General and Preventive
Maintenance Schedule for all Service Facilities and shall report and log all issues
identified during routine maintenance to include all Capital improvement projects.
1.2.17. Coordination and Organization. Assisting with coordination and organization of
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time management schedules for all Service Facilities' related projects and
providing overall facilities management coordination with the appropriate
jurisdictions and ATL, as applicable.
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1.2.18. Annual Performance Evaluation. Prepare and maintain an annual performance
plan to be completed by the Service Facilities stakeholders as outlined in the
Operations and Procedures Manual (the "Manual").
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1.2.19. Mystery Secret Shopping Program. Contractor shall hire a third-party company for
the provision of secret shopping services to monitor and test the quality and
effectiveness Rof the Operations and Maintenance Services and Contractor's
compliance with the terms and conditions of the Contract. A minimum of five (5)
secret shops shall be performed per month with results available in real-time. The
secret shop questions shall be approved by the City's Authorized Representative,
and Dthe written results of this service shall be provided with the Monthly Operating
Report by the 10th day of the following month. In the event such shopping service
is below that required by the Contract, Contractor shall take corrective action or be
subjected to annual performance review incentive deductions accordingly. The
contractor must ensure internal and external patron and personnel satisfaction
surveys are conducted to determine the level of satisfaction and submitted
monthly.
1.3. Changes in Scope of Operations. The city may, at any time with written notice, make
changes to the Operations and Maintenance services, including but not limited to the
changes listed below, necessary to fulfill the needs of the traveling public or to accommodate
changes in the design or use of the Service Facilities.
1.4. Changes to Operating & Procedures Manual, Premises, Equipment or Assets. Changes to
the operating procedures shall be made by revision of the Manual, as defined in Section
1.7. Each approved change to the Manual shall be deemed to be automatically incorporated
into the Contract by reference without the need for a contract amendment.
1.5. Changes to Operations. As directed by and subject to the prior written approval of the City's
Authorized Representative, the City may, at its sole discretion, with thirty (30) calendar days'
written notice to the Contractor.
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1.5.1.1. Assign to the Contractor additional Service Facilities, including surface lot areas
and structures.
1.5.1.2. Assign to the Contractor any additional or temporary Service Facilities, in
accordance with all the terms, provisions and conditions of the Contract.
1.5.1.3. The City shall retain the authority to reduce Operations and Maintenance services
and staffing because of a significant decrease in passenger activity for a sustained
period of more than 30 days. If this occurs, an appropriate reduction may be made
to the Management Fee. Operations and Maintenance services may be deleted
from the Contract at the City's sole discretion.
1.6. Changes to the Budget. Changes shall be incorporated and reflected in the Operating
Budget as defined in Section 11. A-1.
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1.7. Operations and Maintenance Manual. The Operations and Maintenance Manual (the
"Manual") shall provide basic guidance on policies, practices and procedures covering all
aspects of Facility Management, OperatiFons and Maintenance. The Manual and the
procedures contained therein shall be developed by the Contractor based upon its best
judgement and shall reflect an understanding between the Contractor and the City in its
preparation of the Manual and shall incorporate all information provided by the City into the
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Manual.
1.7.1. The contractor shall comply with all provisions of the Manual. Failure to do so may
lead to terminatioRn of the Contract.
1.7.2. The Manual shall be kept current by Contractor throughout the term as follows:
1.7.2.1D. The information in the Manual shall be reviewed by the Contractor and the
City by June 30 each year in preparation for the new fiscal year, unless
otherwise agreed upon.
1.7.2.2. Either the City or Contractor may propose a revision to the Manual and
shall initiate the proposed revision by sending it to the City or Contractor,
as appropriate. All Manual revisions shall be subject to the approval if the
City's Authorized Representative before incorporation into the Manual.
Each revision to the Manual shall have a revision number and date.
1.7.2.3. The Manual and all revisions made thereto must be consistent with the
Contract including the Scope of Services.
1.8. Permitted Subcontracting Activities.
1.8.1. Contractor may execute subcontracts with qualified contractors and suppliers to
provide the Services required or authorized by the Contract. Contractor shall remain
responsible to the City for ensuring that the performance of subcontractors complies
with the Agreement and is acceptable to the City. The Contractor shall pay
subcontractor invoices when due unless directed otherwise by the City. The
proposed subcontract specifications and the proposed subcontractor must be
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approved by the City's Authorized Representative prior to the execution of any
subcontract.
1.8.2. Specifications. The Contractor shall make the best efforts to adhere to the City of
Atlanta Procurement and Real Estate Code. Specifically, Contractor should obtain a
minimum of three (3) bids for each subcontract with a value of $2,500 or greater, or
as otherwise approved in writing by the City's Authorized Representative. The
contractor shall document its efforts to obtain alternative providers and competitive
bidding and shall provide those documents to the City's Authorized Representative
upon request.
1.8.3. Costs. Approved subcontractor operating expenses shall be included in Contractor's
Operating Budget.
1.8.4. Permitted Subcontracting Activities/ServiceTs. The following activities may be
subcontracted. Contractor shall use its best efforts to subcontract with certified
minority and female-owned businesses whenever possible. This list may be
expanded as necessary by the CityF. Contractor may enter additional subcontracts
as approved in advance by the City's Authorized Representative.
The Management Fee paid to Contractor will not be increased to reflect such listed
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or additional management responsibilities except as provided in the Section herein
titled "Adjustments to Management Fee". Contractor is responsible for managing all
listed and additional subcontracting services/activities during the Term of the
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1.8.4.1. Custodial Services
1.8.4.2D. Public Safety Service
1.8.4.3. Customer Experience (CX) Training
1.8.4.4. Uniform Service
1.8.4.5. Pest Control Service
1.8.4.6. Mystery Shopping Service
1.8.4.7. Landscaping Service
1.8.4.8. Vertical Transportation Service
1.8.4.9. Window Cleaning Service
1.8.5. Terms of subcontractor agreements shall not extend beyond or be transferrable
(with City's prior approval) beyond the Term of this Contract. Upon the termination
or expiration of the Contract, Contractor shall bear the sole responsibility for any
subcontractor obligations that extend beyond the Contract's termination or
expiration date. The City shall have no liability or obligation to subcontractors at any
time under the Contract.
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1.8.6. The Contractor shall provide the City with a copy of executed subcontracts within
ten (10) days of execution. The City's Authorized Representative has the right to
approve or reject any subcontract arrangements.
1.9. Procedures for Reporting, Response and Resolution. Contractor shall immediately inform
the City and Atlanta Police Department ("APD"), if applicable, followed by a written Incident
Report within 24 hours of any incident involving personal injury and/or property damage.
The City's procedures for handling these matters shall be included in the Manual. The time
shall be measured from the time a request is transmitted to the Contractor until such
services/maintenance have been completed.
Section 2 - Transition Period Services
2.1. The Contractor shall perform the following services during the transition period:
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2.1.1. Coordinate with the DOA for the transition of the Service Facilities.
2.1.2. Establish agreements for services Fspecifically related to the scope of services
including but not limited to:
2.1.2.1. Vertical transportation systems and equipment ("elevator/escalator").
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2.1.2.2. Computerized Maintenance Management System (CMMS).
2.1.2.3. Custodial.
2.1.2.4. Landscaping.
2.1.2.5. ElectrRical.
2.1.2.6. Mechanical.
2.1.2.7. Plumbing.
2.1.2.8. Building Automated Systems.
2.1.2.9D. Fire Protection and Life Safety Systems and Equipment.
2.1.2.10. HVAC Systems Maintenance.
2.1.2.11. Public Safety/Security.
2.1.2.12. Mystery Secret Shopping Program.
2.1.3. Prepare written reports to DOA outlining issues, concerns and questions related to
the existing condition of the Service Facilities.
2.1.4. Contractor shall develop and implement a day-to-day operation of Service Facilities,
including a general and preventative maintenance schedule, and manpower
utilization.
2.1.5. In conjunction with DOA, review and provide comments regarding a contingency
plan/emergency preparedness and response plan ("Emergency Plan") for the
Service Facilities.
2.1.6. The Contractor shall provide the Manual with the information set forth in this section
to the City's Authorized Representative, within sixty (60) days after the Effective
Date, for review and approval. The Manual and all revisions thereto shall be
automatically incorporated into and made a part of the Contract upon its approval by
the City's Authorized Representative. The Manual shall not be disclosed by the
Contractor outside the City or outside Contractor Personnel at the Service Facilities.
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2.1.7. The Contractor's Manual shall be provided to the City's Authorized Representative
in hard copy and in electronic format compatible with the latest version of Microsoft
Word or in another format as requested.
2.1.7.1. The Manual shall provide all information needed or desirable for
personnel training on 24-hour/7 days per week operational structure,
duties and responsibilities, including, but not limited to, the following
items:
2.1.7.1.1. Company mission statement
2.1.7.1.2. Home office information
2.1.7.1.3. Operational overview
2.1.7.1.4. Organizational chart
2.1.7.1.5. Staffing chart
2.1.7.1.6. Position descriptionT
2.1.7.1.7. Personnel training and policies to include Comprehensive
Uniform Standards
2.1.7.1.8. Primary OFperating Procedures, including Emergency Plan
2.1.7.1.9. Administrative reports
2.1.7.1.10. Financial, auditing, and accounting procedures
2.1.7.1.11. Public/Life Safety Procedures
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2.1.7.1.12. Facility General and Preventative Maintenance Schedule
2.1.8. The Manual shall provide basic guidance on policies, practices and procedures
covering all aspRects of Facility Management, Operations and Maintenance. The
Manual and the procedures contained therein shall be developed by the Contractor
and reviewed by the City's Authorized Representative for approval.
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2.1.9. The Contractor shall comply with all provisions of the Manual. Failure to do so may
lead to termination of the Contract.
2.1.10. The Manual shall be kept current by Contractor throughout the term as follows:
2.1.10.1. The information in the Manual shall be reviewed by the Contractor and
the City by June 30 each year in preparation for the new fiscal year,
unless otherwise agreed upon.
2.1.10.2. Either the City or Contractor may propose a revision to the Manual and
shall initiate the proposed revision by sending it to the City or Contractor,
as appropriate. All Manual revisions shall be subject to the approval of
the City's Authorized Representative before incorporation into the
Manual. Each revision to the Manual shall have a revision number and
date.
2.1.11. The Manual and all revisions made thereto must be consistent with the Contract
including the Scope of Services.
2.1.12. Prepare and maintain an annual performance plan to be completed by the Service
Facilities stakeholders as outlined in the Operations and Procedures Manual (the
"Manual").
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Section 3 - Excluded Services
3.1. The following items are excluded from the Scope of Services:
3.1.1. Maintenance on any APM station dynamic signage, APM related decals or other fixed
APM signage.
3.1.2. Maintenance on any APM station doors, station door audio speakers, station door
warning lights, or APM access doors.
3.1.3. Stakeholder (i.e. Rental Agencies) allocated areas to include customer service
counters, parking deck space and quick turnaround (QTA) space.
3.1.4. Non operations and maintenance related server room and electrical room equipment
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located at the Service Facilities.
Section 4 - Contractor Personnel Responsibilities
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These responsibilities are not intended to fully describe all duties to be performed by Contractor or
subcontractor personnel for each classification. The Aviation General Manager, or his/her designee,
reserves the right to require immediate removal of any Contractor or subcontractor personnel for
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failure to meet the minimum requirements. The Contractor should have enough qualified personnel
24 hours/7 days per week, as outlined in Exhibit A.[4], Personnel Scheduling, or approved by the
DOA.
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4.1. Contractor shall employ professional, well-trained Personnel, including qualified and trained
assistant managers/supervisors and others to assure a high standard of service to fulfil its
obligations under this Contract. Contractor shall use reasonable care to employ and retain
Personnel whDo are qualified, competent and trustworthy. At minimum, Contractor shall, prior
to hiring an applicant, determine the compatibility of the applicant working in a Customer
Experience ("CX") environment, test each applicant for the presence of illegal drugs and the
presence of legal drugs in excess of medically approved standards, and examine the
applicant's criminal background history to determine instances of prior criminal convictions
which would disqualify the applicant for a position of public trust. Personnel background
checks shall comply with all local, state, and federal employment requirements.
4.2. Contractor, including any subcontractors or personnel working under this Agreement, must
have sufficient proficiency in the English language to effectively perform the duties required
under this Contract in accordance with The Equal Employment Opportunity Commission
(EEOC) Regulation 29 CFR 1606.7 (i.e. interacting with customers, who primarily speak
English, performing job related duties, emergency and safety situations, team collaboration,
etc.).
4.3. No person shall be designated by the Contractor as a manager, supervisor or be placed in
a supervisory position at any time without the City's Authorized Representative's prior
written approval.
4.3.1. The Contractor shall provide proper documentation, including all specified
requirements, for supervisory personnel to the City's Authorized Representative.
No conditional approvals will be made.
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4.4. Contractors shall ensure that all Personnel are fully trained; have had sufficient on-the-job
experience in each discipline under their supervision; have an intimate knowledge of the
various tasks, equipment, and materials to properly train and direct the personnel in their
individual tasks. This also includes the ability to use computers, associated hardware,
business equipment, and the work order management system program.
4.5. Contractors shall maintain their workforce in a competent manner and to the quality level
of these specifications and the industry "best in practice" requirement. They will be well
trained in their respective activities, and maintain the appropriate efficiency and customer
service attitude to meet the service demands at ATL.
4.6. Contractors shall comply with all local, state and federal regulations concerning maximum
work hours, environmental conditions, and other personnel considerations.
4.7. Contractor Personnel shall maintain a good attitude Tand behavior. All Contractor Personnel
must exhibit a high character, cooperative spirit, and congenial attitudes always they are
on ATL premises.
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4.8. Contractor Personnel shall act with professionalism, courtesy, use tact and diplomacy in all
interactions with other personnel, internal and external Stakeholders and the travelling
public.
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4.9. The Contractor shall be responsible for maintaining satisfactory standards of competency,
conduct, courtesy, appearance, honesty, and integrity, and shall be responsible for taking
such disciplinary actionR with respect to any Personnel, as may be necessary including
removal from the site.
4.10. The Contractor shall immediately remove or dismiss any Personnel found unfit to perform
duties at the DCity Authorized Representative's request, due to one or more of the following
reasons:
4.10.1. Neglect of duty.
4.10.2. Disorderly conduct, use of abusive or offensive language, quarreling, intimidation
by words or actions, or fighting. Theft, vandalism, immoral conduct, or any other
criminal action. selling, consuming, possessing, or being under the influence of
intoxicants, alcohol, or illegal substances that produce similar effects while on
duty.
4.10.3. In possession of any type of weapon on ATL property.
4.10.4. Organizing or participating in any form of gambling unlawful activities on ATL
property.
4.10.5. Misuse of equipment, computers, or internet access.
4.10.6. Failure to follow Airport Access Security and Safety Measures DOA Safety Access
and Internet Security Policies.
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