Customer Service Social Skills Training for Surface/Rail Transportation and Station Personnel

Request for Proposal
RFP #26-00025-AKQC
for
Customer Service Social Skills Training for Surface / Rail
Transportation and Station Personnel Project
March 2026

Customer Service Social Skills Training for Surface / Rail
Transportation and Station Personnel Project
CONTENTS
Part I:
Section 1 - Instructions & Information for Proposers
Section 2 - Selection Process
Part II: Contract Requirements
Attachments
1. Technical Proposal
2. Scope of Services
3. Price Proposal
4. Federal Transit Administration ("FTA") Provisions for Contracts
- Not Applicable
5. Certification Regarding Lobbying - Not Applicable
6. Disadvantaged Business Enterprise ("DBE") Requirements
- Not Applicable
7. SEPTA Solicitation Statistics
8. Project Progress and Performance Evaluation
9. Certification Regarding Compliance with Immigration Reform and
Control Act of 1986
10. Commonwealth of Pennsylvania Contract Requirements
11. SEPTA EEO Contractual Requirements
NAECFTEC - 2 - 01/2026

PART I
Section 1
Instructions and Information for Proposers
NAECFTEC - 3 - 01/2026

Request for Proposal
Customer Service Social Skills Training for Surface / Rail
Transportation and Station Personnel Project
SECTION 1 - INSTRUCTIONS AND INFORMATION FOR PROPOSERS
I. You (hereinafter referred to as "Proposer") are requested to submit a formal proposal
(hereinafter referred to as "Proposal") for the required services detailed in Attachment 2
(hereinafter referred to as "Scope of Services") in accordance with this Request for
Proposal ("RFP"). Any Proposal submitted must comply with the requirements of this RFP
as herein stated including all applicable Federal, State and Local laws, and is to be signed
by an officer legally authorized to bind Proposer to a Contract (hereinafter referred to as
"Contract") and shall be submitted to SEPTA in writing, in the time and in the manner
described herein.
II. FORM OF PROPOSAL
The Proposal must address all items set forth in Attachment 2, "Scope of Services."
A. Technical Proposal
This shall include but not be limited to the following information:
1. A statement concerning the Proposer's interpretation of the Project
objectives, and a description of the services as understood by the Proposer.
The services described by Proposer must be fully responsive to this
RFP. Eliminations or qualifications by Proposer of performance of
services required by this RFP may result in a Proposal being judged
non-responsive.
2. A Project organization chart identifying Proposer's manager of the Project
and all other "key" personnel. SEPTA retains the right to reject or accept
proposed Project personnel. Resumes shall be provided to identify the
qualifications and experience of the manager of the Project and all key
personnel. Except as specified in Paragraph 6 of the attached Contract,
SEPTA will not permit a change in the manager of the Project or key
personnel after award, if any, to the successful proposing firm.
3. Proposer shall state the full name of the entity as it will appear on all final
contract documents. If the Proposer is a joint venture, then a copy of any
written agreement that exists between the members of each party to the joint
venture shall be included as part of the Technical Proposal. Such agreement
shall fully discuss and identify the responsibility of the joint venture for
performing the services provided. However, the joint venture must comply
with Section 37 of the contract.
NAECFTEC - 4 - 01/2026

B. Price Proposal
The price to SEPTA for performing all the SEPTA required scope of services must
be detailed in the Price Proposal. The Price Proposal will be submitted to
SEPTA as a SEPARATE DOCUMENT IN A SEALED ENVELOPE. Price
Proposals which exclude or restrict cost items necessary for a Proposer to
perform the SEPTA required scope of services are not acceptable and may be
considered by SEPTA as non-responsive to the RFP.
1. The Price Proposal shall be submitted using the form included in
Attachment 3 along with any other additional information required to make
it complete.
2. The requirements of this RFP should be carefully reviewed by
Proposer prior to preparation of its Price Proposal. In preparation of
its Price Proposal, Proposer must assume that SEPTA will not make
modifications to the terms of the Contract as attached.
III. RESPONSIBILITY OF PROPOSER
SEPTA will only award a contract to a firm which it has determined to be responsible. The
Proposer shall furnish adequate documentation to permit SEPTA to determine the
responsibility of Proposer within five (5) calendar days of SEPTA's written request. A
responsible Proposer is one that meets the following standards:
A. Integrity and Ethics - Has a satisfactory record of integrity and business ethics, in
compliance with 49 U.S.C. Section 5325(j) (2) (A);
B. Debarment and Suspension - Is neither debarred nor suspended from Federal
programs under DOT regulations, "Non procurement Suspension and Debarment,"
2CFR Parts 180 and 1200, or under FAR at 48CFR, Chapter 1 Part 9.4 or any
Commonwealth of Pennsylvania funded programs. This contract will also be
governed by the Contractor's/Consultant's responsibilities under 49 CFR, Part 29,
regarding debarment, suspension, and other responsibility matters of any lower tier
covered transactions, as applicable.
C. DBE - Is in compliance with DOT's Disadvantaged Business Enterprise
requirements, 49 CFR, Part 26;
D. Public Policy - Is in compliance with the public policies of the Federal
Government, as required by 49 U.S.C. Section 5325 (j) (2) (B) and Commonwealth
of Pennsylvania public policies;
E. Administrative and Technical Capacity - Has the necessary organization,
experience, accounting, and operational controls and technical skills, or the ability
to obtain them in compliance with 79 U.S.C Section 5325 (j) (2) (D);
F. Licensing and Taxes - Is in compliance with applicable licensing and tax laws and
regulations;
NAECFTEC - 5 - 01/2026

G. Financial Resources - Has, or can obtain, sufficient financial resources to perform
the contract, as required by 49 U.S.C. Section 5325 (j) (2) (D);
H. Production Capability - Has, or can obtain, the necessary production, and technical
equipment and facilities;
I. Timeliness - Is able to comply with the required delivery or performance schedule,
taking into consideration all existing commercial and governmental business
commitments;
J. Performance Record - Provides a satisfactory current and past performance record.
IV. GENERAL REQUIREMENTS:
A. Submission of Proposals
Proposals must be submitted in two (2) separate parts, in separate envelopes, and
clearly marked as: Technical Proposal and Price Proposal.
One (1) hard copy of the Technical Proposal, one (1) hard copy of the Price
Proposal, along with one (1) electronic copy of both proposals (placed on a flash or
thumb drive) shall be hand delivered no later than Thursday, May 14, 2026 by
4:00 pm ET to:
Southeastern Pennsylvania Transportation Authority
Attention: Tinamarie Rintye, Contract Administrator
Procurement & Supply Chain Management Division
1234 Market Street
Philadelphia, PA 19107-3780
NOTE: Oral, telegraphic, or telephonic proposals or modifications will
not be considered.
B. Disadvantaged Business Enterprise ("DBE") Goal - NOT APPLICABLE
No Goal(s) Established - No Goal has been established for this procurement. If
the successful Proposer uses a DBE subcontractor/subconsultant with the contract,
the Proposer must include the properly executed DBE Participation Schedule with
their Technical Proposal.
C. SEPTA Solicitation Statistics Survey for DBE and Non-DBE
Contractor/Consultant and Subcontractor/Subconsultant Form
All Proposers are encouraged to complete a SEPTA Solicitation Statistics Survey
(Attachment 7) for themselves and each of their DBE and non-DBE
subcontractors/subconsultants in accordance with 49 CFR part 26.11. The form is
to be signed by an officer legally authorized to bind the Proposer to a Contract and
should be submitted to SEPTA as part of their proposal.
NAECFTEC - 6 - 01/2026

D. Rights Reserved by SEPTA
In submitting the proposal, the Proposer understands that the right is reserved by
SEPTA to reject any and all proposals and/or to negotiate separately with any firm
in any manner deemed appropriate to serve its best interest. If any award of
Contract is made because of these Proposals, it will be made based on the
Proposal(s) which best satisfied the intent of the RFP and other factors considered
in the best interest of SEPTA. SEPTA is not liable for any expenses incurred by
Proposers in the development of its Proposal, or any subsequent activity related to
the Proposal.
Each Best and Final Offer ("BAFO") submitted shall remain firm for at least one
hundred and twenty (120) days from the date of BAFO submittal and may not be
withdrawn in whole or in part during that time.
It is also understood and agreed that if the Proposer should withdraw any part or all
of its proposal within this one-hundred and twenty (120) calendar days after the
BAFO without the consent of SEPTA, or shall refuse or be unable to enter into the
Contract as provided with these documents, it shall be liable to SEPTA to the extent
of SEPTA's damages occasioned by such withdrawal, or refusal, or inability to
enter to a contract.
E. Modifications to SEPTA'S Form of Contract
If an award of Contract is made because of this RFP, the proposed form of Contract
which the Proposer will be required to execute is attached to this RFP, and as such
the Proposers are urged to review the Contract carefully. SEPTA may, at its sole
discretion, consider minor modifications to the terms of the proposed
Contract. The Proposer must specifically request such modifications by
providing the proposed language within the Questions & Answers phase. Any
minor modifications submitted will be reviewed and either denied or accepted
by SEPTA. Any subsequent requests for modifications may result in the
proposal being deemed non-responsive and may lead to canceling any
recommendation to a Proposer that makes such a request outside of the
allotted period.
The Contract requires that all tasks described in the RFP and/or Proposal shall be
the Proposer's sole responsibility and shall be performed by the Proposer and its
subcontractors/subconsultants. Due to the negotiation process (see RFP Section 2,
"Selection Process"), SEPTA may elect to revise the services described in the RFP
and the Proposal. The single document as amended through Addenda and
negotiations shall then become an Attachment to the Contract instead of the RFP
and Proposal. SEPTA expressly reserves the right to approve and/or modify, at its
sole discretion, both form and substance of any written Contract entered into
pursuant to this RFP.
NAECFTEC - 7 - 01/2026

F. Insurance
Within five (5) days after receipt from SEPTA of notice to award the Contract, the
Contractor shall furnish SEPTA with CERTIFICATES OF INSURANCE
(SEPTA's RFP number must be noted on certificates) and any other documents
which SEPTA may require, such as copies of policies or endorsements, as evidence
of compliance with the Insurance Requirements attached hereto and incorporated
herein. Such insurance shall be maintained by Contractor in full force and effect
until the Work has been completed and accepted by SEPTA.
G. Performance Evaluation
During the performance of the work, SEPTA will conduct at a minimum annually,
a formal performance evaluation of the Contract (See Attachment 8).
H. Taxes
Proposer, because of any contract entered into pursuant to this RFP, may be subject
to certain business taxes imposed by, but not limited to, municipal, school district,
Commonwealth of Pennsylvania, and/or the Federal government.
As to the sales tax imposed by the Commonwealth and some municipalities,
Proposer is directed to the provisions in Pennsylvania law found at 72 P.S. 72 7201
et seq. SEPTA makes no representation that these statutes are the only relevant
statutes that apply to this Request for Proposal.
Proposer acknowledges that nothing in this RFP constitutes legal advice by SEPTA
thereon. Proposer, to whatever extent that Proposer deems necessary, must obtain
its own legal advice on any question concerning relevant taxes. Proposer is
responsible for investigating whether it is subject to municipal, school district,
Commonwealth of Pennsylvania, or Federal taxes and for paying such tax if
applicable. Proposers are hereby informed that SEPTA is obligated by law to
furnish to governmental entities, upon their request, the name and address of any
person or firm with whom SEPTA has a contract for goods and/or services.
I. Proposal Security - NOT APPLICABLE
J. Discrepancies - Duty of Proposer to Clarify Ambiguities
Should a Proposer find any discrepancy or ambiguity, or omission from the scope
of work, or should it be in doubt as to their meaning, the Proposer must at once
notify SEPTA's Contract Administrator who will, if determined to be necessary,
send a written addendum for clarification purposes to all Proposers. Only written
modifications issued as addenda will affect changes in the RFP and/or Contract
Documents. The failure of the Proposer to clarify ambiguities prior to proposal
submittal constitutes a waiver of their right to raise any such ambiguity.
NAECFTEC - 8 - 01/2026

K. Addenda
The contents of all addenda to Proposers are to be incorporated in the proposal and
will become part of the RFP and/or Contract Documents.
L. Certification Regarding Lobbying
By signing and submitting a proposal, the Proposer agrees to furnish the
Certification Regarding Lobbying. The signed Certification may be submitted
concurrently with the Technical Proposal. If the Certification is not submitted along
with the Technical Proposal, it shall be submitted within five (5) calendar days of
proposal submittal, unless SEPTA grants, in writing, an extension.
M. Certification Regarding Compliance with Immigration and Control Act of
1986
By signing and submitting a proposal, the Proposer agrees to furnish the
Certification Regarding Compliance with Immigration Reform and Control Act of
1986 in compliance with the requirements stated in 8 U.S.C. 1324 (a). The signed
Certification must be submitted with the submission of the technical proposal (See
Attachment 9).
N. Non-Collusion Requirement
In the event Proposer is recommended to the SEPTA Board for award, the Proposer
hereby agrees to sign an Affidavit of Non-Collusion, if requested by SEPTA, in a
form acceptable to SEPTA prior to the award, if any, of the contract.
O. SEPTA Bid/Proposal Protest Procedure
Bid/proposal protests relative to this procurement will be reviewed and adjudicated
by SEPTA in accordance with the attached Bid/Proposal Protest Procedure.
1.0 PURPOSE
1.1 This section describes the policies and procedures governing the
receipt and resolution of protests in connection with an Invitation
for Bid ("IFB") or Request for Proposal ("RFP"). This procedure is
applicable to all procurements in excess of $100,000. Bid/proposal
protests for procurements of less than $100,000 shall be informally
handled by the Assistant General Manager of Procurement &
Supply Chain Management or their designee.
2.0 DEFINITIONS
2.1 "Interested Party" means any bidder/proposer.
2.2 "Days" means business days.
NAECFTEC - 9 - 01/2026

2.3 "Filed" means the date of receipt by The Office of SEPTA's
Assistant General Manager of Procurement & Supply Chain
Management or his/her designee (hereinafter Assistant General
Manager of Procurement & Supply Chain Management).
2.4 "Federal/State Law or Regulation" means any valid requirement
imposed by Federal, State, or other Statute or regulation.
2.5 "Presumptive Contractor/Consultant" means the bidder/proposer
that is in line for award of the contract if the protest is denied.
2.6 "Protestant" is an Interested Party who is aggrieved in connection
with the solicitation or award of a contract and who files a protest.
3.0 TYPES OF PROTESTS/ TIME LIMITS
3.1 Pre-Bid/Proposal Protest is based upon alleged restrictive
specifications or alleged improprieties in SEPTA's procurement
process. A Protestant must file a pre-bid/proposal protest no later
than five (5) days prior to the due date of proposals by 4:30 p.m.
Philadelphia prevailing time.
3.2 Pre-Award Protest is based upon alleged improprieties of a
Bid/Proposal. A Protestant must file a pre-award protest no later
than five (5) days after the Protestant knows or should have known
of the facts giving rise thereto by 4:30 p.m. Philadelphia prevailing
time.
3.3 Post-Award Protest is based upon the award of a contract. A
Protestant must file a post-award protest no later than five (5) days
after the notification to the unsuccessful firms of SEPTA's intent to
award, or no later than five (5) days after an unsuccessful firm
becomes aware of SEPTA's intent to award a contract, whichever
comes first, by 4:30 p.m. Philadelphia prevailing time..
4.0 CONTENTS OF PROTEST
4.1 Protests must be in writing, and filed directly with SEPTA's Office
of the Assistant General Manager of Procurement & Supply Chain
Management, at the address indicated in the solicitation, and must
contain the following information:
4.1.1. The name, address, and telephone number of the Protestant;
4.1.2. Identity of the IFB or RFP (by number and description); and
4.1.3. A detailed factual statement of the grounds for protest; and
4.1.4. The desired relief, action or ruling.
NAECFTEC - 10 - 01/2026