Request. For. Information (RFI) Years of Service Employee Recognition Program. Washington Metropolitan Area Transit

Transcription

1 Request For Washington Metropolitan Area Transit Information (RFI) Years of Service Employee Recognition Program Date Published: January 3, 2014

2 1. Executive Summary The 12,000 employees of Metro make it possible for the nation s second largest transit agency to serve over 750,000 riders each day. A large share of the Metro s employees is those who have dedicated their careers to serving Metro over many years. To recognize their commitment, Metro leadership is interested in launching a Years of Service program. While such a program previously existed and individual departments may have their own initiatives, Metro currently does not have an agency-wide, consistent program and approach to recognizing years of service. The Employee Service Awards recognition program is a part of Metro s strategic plan Momentum: Ensure Financial Stability and Invest in Our People and Assets. The Years of Service Award should be designed to appropriately honor those employees who have dedicated quality time, energy, and commitment to the Authority. 2. Project Overview Metro desires to establish an Employee Service Awards recognition program to recognize service milestones each five years of continuous service (i.e., 5, 10, 15, and so forth). On average, approximately 2,000 Metro employees will celebrate a service milestone each year. At each milestone, employees should receive a certificate of service, a letter from the General Manager and Chief Executive Officer, and an award gift. Some year milestones will have a predesignated gift (such as a lapel pin) and others should include the ability to select an award in addition to the designated gift. Metro logos must be incorporated into/on the gifts. 3. RFI Scope. Requirements We anticipate the program being handled entirely by the vendor. Award kits will be mailed by the vendor to the Metro employees manager. When not receiving a pre-designated gift, the employee will order his/her gift directly from the vendor by phone or website. The selected gift will be shipped directly to the employee s home. The vendor s Customer Service Representative will resolve any problems directly with the employee. We would receive a consolidated monthly invoice detailing the employee name and gift received. 2

3 The proposal must answer the following questions related: General 1. Describe what materials our employees receive during this program. 2. Describe the types of presentation tools and any training that your company may offer to managers. 3. How will you notify eligible employees to make their award selections? 4. What gift ordering methods do you have for employees? What technology is used to support the service award program? 5. Do you have the capability to provide award pins, plaques and other gifts? 6. Explain your implementation process. How long would it take to setup the program(s)? Are there any setup fees? 7. Explain file requirements and methods for transferring employee data. 8. What level of data security is provided around employee data? 9. What is your standard order processing time from the time the order is placed until it is shipped? 10. How can employees track their gift order? 11. How does your company handle communications to award recipients who have not redeemed their award? 12. Please state all warranties and guarantees for awards. 13. Please state return policy and procedure. If applicable, what are your restocking fees? 14. What kind of reporting can you provide and at what frequency? 15. Do you charge a fee for custom reporting? 16. Describe your value-added services for which there is no associated or additional cost. 17. Will you provide on-line catalogs at no additional charge? 18. Is the entire system accessible by the customer through the Internet? 19. What are the system's limitations? 20. Is your technology/software proprietary? Do you sell or license it? If so, what is the renewal timeframe? 21. How frequently is a refresh of data required? What frequency do you recommend at a minimum? Maximum? 22. What recommendations would enhance the recognition experience of our employees? 3

4 23. Do you have the capability to manage a complex program such as ours? Provide an example Award Gifts of a complex program you manage today. 1. What is the standard number of gifts offered at each service level? 2. What is the depth of your award offering? 3. What amount of inventory do you carry? Average inventory turnover rate? 4. What makes your company's item selection process unique? 5. What types of award personalization and customization are available? What is your philosophy regarding award personalization? Are there any additional charges associated with personalization? Customer Service 1. Provide an overview of the account management team. 2. Please describe your customer service and how would you help employees with questions or concerns? 3. What are your Customer Service hours? 4. What are the communication methods for Customer Service? 5. What is your customer service response time? 6. Quality Assurance 7. Do you have any quality certifications? If yes, please describe. 8. How do you measure customer satisfaction? 3A. Proposal Submittal Requirements Sample catalogue our employee would receive Sample monthly report Sample communication our employee may receive 3B. Expected Timeline RFI issued- January 3, 2014 RFI questions January 13, 2014 RFI clarifications of questions January 15, 2014 Responses to RFI due January 27, 2014 before 11:00 am local time 4. RFI Related Questions / Clarifications / Submission 4

5 All questions related to this RFI should be directed in writing to: Lily Cheung Contract Manager Vendors must ensure that your response is delivered or ed to the following address on or before January 27, 2014 before 11:00 am local time: WASHINGTON METROPOLITAN AREA TRANSIT AUTHORITY th Street, NW Washington, DC Room 3C-02 Attn: Lily Cheung lcheung@wmata.com Liabilities of WMATA This RFI does not constitute a solicitation for proposals for WMATA to enter into negotiations to award a contract. This RFI is for planning purposes only and shall not be considered as a request for proposal or as an obligation on the part of WMATA to acquire any products or services. No entitlement to payment of direct or indirect costs or charges by WMATA will arise as a result of contractor submission of responses to this RFI or WMATA s use of such information. Responses to this RFI will not be returned. Whatever information is provided in response to this RFI may be used to access tradeoffs and alternatives available for determining how to proceed with the acquisition. Any proprietary information that is submitted may be used in establishing requirements but specific contractor submitted information will be safeguarded as proprietary. Confidentiality and RFI Ownership All responses to this RFI will become the property of WMATA and will not be returned. WMATA reserves the right to share responses to this RFI with local and Federal agencies. 5