Dining Services

STATE OF NORTH CAROLINA Elizabeth City State University Request for Proposal #: 57-582 Dining Services Date of Issue: October 8, 2020 Proposal Opening Date: January 8, 2021 At 2:30 PM ET Direct all inquiries concerning this RFP to: Jenny Meads Interim Purchasing Director Email: jcmeads@ecsu.edu Phone: 252-335-3477 STATE OF NORTH CAROLINA Request for Proposal # 57-582 ______________________________________________________ For internal State agency processing, including tabulation of proposals in the Interactive Purchasing System (IPS), please provide your company’s Federal Employer Identification Number or alternate identification number (e.g. Social Security Number). Pursuant to G.S. 132-1.10(b) this identification number shall not be released to the public. This page will be removed and shredded, or otherwise kept confidential, before the procurement file is made available for public inspection. This page is to be filled out and

returned with your proposal. Failure to do so may subject your proposal to rejection. ID Number: ______________________________________________________ Federal ID Number or Social Security Number ___________________________________________________ Vendor Name [If only accepting proposal through NC BIDS:] Electronic responses ONLY will be accepted for this solicitation. [If only accepting mailed proposals:] Sealed, mailed responses ONLY will be accepted for this solicitation. Ver: 4/22/19 EXECUTION In compliance with this Request for Proposals (RFP), and subject to all the conditions herein, the undersigned Vendor offers and agrees to furnish and deliver any or all items upon which prices are bid, at the prices set opposite each item within the time specified herein. By executing this proposal, the undersigned Vendor certifies that this proposal is submitted competitively and without collusion (G.S. 143-54), that none of its officers, directors, or owners of an unincorporated business entity has been convicted of any violations of Chapter 78A of the General Statutes, the Securities Act of 1933, or the Securities Exchange Act of 1934 (G.S. 143-59.2), and that it is not an ineligible Vendor as set forth in G.S. 143-59.1. False certification is a Class I felony. Furthermore, by executing this proposal, the undersigned certifies to the best of Vendor’s knowledge and belief, that it and its principals are not presently debarred, suspended, proposed for debarment, declared ineligible or voluntarily excluded from covered transactions by any Federal or State department or agency. As required by G.S. 143-48.5, the undersigned Vendor certifies that it, and each of its sub-Contractors for any Contract awarded as a result of this RFP, complies with the requirements of Article 2 of Chapter 64 of the NC General Statutes, including the requirement for each employer with more than 25 employees in North Carolina to verify the work authorization of its employees through the federal E-Verify system. G.S. 133-32 and Executive Order 24 (2009) prohibit the offer to, or acceptance by, any State Employee associated with the preparing plans, specifications, estimates for public Contract; or awarding or administering public Contracts; or inspecting or supervising delivery of the public Contract of any gift from anyone with a Contract with the State, or from any person seeking to do business with the State. By execution of this response to the RFP, the undersigned certifies, for your entire organization and its employees or agents, that you are not aware that any such gift has been offered, accepted, or promised by any employees of your organization. Failure to execute/sign proposal prior to submittal shall render proposal invalid and it WILL BE REJECTED. Late proposals cannot be accepted. COMPLETE/FORMAL NAME OF VENDOR: STREET ADDRESS: P.O. BOX: ZIP: CITY & STATE & ZIP: TELEPHONE NUMBER: TOLL FREE TEL. NO: PRINCIPAL PLACE OF BUSINESS ADDRESS IF DIFFERENT FROM ABOVE (SEE INSTRUCTIONS TO VENDORS ITEM #12): PRINT NAME & TITLE OF PERSON SIGNING ON BEHALF OF VENDOR: FAX NUMBER: VENDOR’S AUTHORIZED SIGNATURE*: DATE: EMAIL: *If submitting an electronic response Vendor has two options:1) Vendor may apply a wet signature, scan, and then upload this attestation page as an attachment for submission through NC BIDS; or 2) Vendor may apply a digital/electronic signature in the designated box, scan, and then upload as an attachment along with its proposal Offer valid for at least 60 days from date of proposal opening, unless otherwise stated here: ______ days. ACCEPTANCE OF PROPOSAL If any or all parts of this proposal are accepted by the State of North Carolina, an authorized representative of the [Agency Name] shall affix his/her signature hereto and this document and all provisions of this Request for Proposal along with the Vendor proposal response and the written results of any negotiations shall then constitute the written agreement between the parties. A copy of this acceptance will be forwarded to the successful Vendor(s). FOR STATE USE ONLY: Offer accept and Contract awarded this________ day of __________, 20____, as indicated on the attached certification, by ____________________________________________________________________ (Authorized Representative of [Enter Agency Title]) Refer ALL Inquiries regarding this RFP to: Jenny Meads, jcmeads@ecsu.edu Request for Proposal # 57-582 Proposals will be publicly opened: January 8, 2021 Contract Type: Dining Services Using Agency: Commodity No. and Description: Requisition No.: STATE OF NORTH CAROLINA Division of Elizabeth City State University Ver: 4/22/19 STATE OF NORTH CAROLINA REQUEST FOR PROPOSALS RFP # 57-582 TITLE: Campus Food Service Contractor USING AGENCY: Elizabeth City State University ISSUE DATE: October 8, 2020 ISSUING AGENCY: Elizabeth City State University Purchasing Office Sealed Proposals subject to the conditions made a part hereof will be received until 2:00 p.m., January 8, 2021 for furnishing services described herein. SEND ALL PROPOSALS DIRECTLY TO THE ISSUING AGENCY ADDRESS AS SHOWN BELOW: DELIVERED BY US POSTAL SERVICE DELIVERED BY ANY OTHER MEANS RFP NO. 57-582 RFP NO. 57-582 Elizabeth City State University Elizabeth City State University Purchasing Department – Admin – 2nd Floor Purchasing Department – Admin – 2nd Floor 1704 Weeksville Road 1704 Weeksville Road Elizabeth City, NC 27909 Elizabeth City, NC 27909 IMPORTANT NOTE: Indicate firm name (“Technical Proposal” or “Cost Proposal”) and RFP number on the front of each sealed proposal envelope or package, along with the date for receipt of proposals specified above. Bids submitted via telegraph, facsimile (FAX) machine, telephone, and electronic means, including but not limited to e-mail, in response to this Request for Proposals will not be acceptable. Direct all inquiries concerning this RFP to Jennifer Meads Interim Director of Purchasing 1704 Weeksville Road Elizabeth City, North Carolina 27909 Telephone Number: (252) 335-3477 E-mail: jcmeads@ecsu.edu NOTE: A MANDATORY PREPROPOSAL CONFERENCE/SITE VISIT for all prospective offerors is scheduled for 10:00 am, November 17, 2020 in Bedell Hall. Attendance at this conference is a prerequisite for consideration of an offeror's proposal. Prospective offerors are encouraged to submit written questions in advance. A summary of all questions and answers will be posted on the internet as an addendum, located under the RFP # being modified. It is the offeror's responsibility to assure that all addenda have been reviewed and, if need be, signed and returned. NOTE: Questions concerning the specifications in this Request for Proposals will be received until 5:00 pm, November 9, 2020. A summary of all questions and answers will be posted on the internet as an addendum, located under the RFP # being modified. It is the offeror's responsibility to assure that all addenda have been reviewed and, if need be, signed and returned. http://www.pandc.nc.gov/ mailto:jcmeads@ecsu.edu http://www.pandc.nc.gov/ Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 4 of 35 TABLE OF CONTENTS PAGE Schedule of Events.........................................................................................................................................3 Section 1: Proposal Overview and Instructions ........................................................................................... 4 Section 2: Background Information ........................................................................................................... 12 Section 3: Population Statistics.................................................................................................................. 13 Section 4: Current Dining Facilities and Hours of Operations .................................................................. 14 Section 5: Equipment Information ............................................................................................................. 20 Section 6: Dining Facility Changes ........................................................................................................... 22 Section 7: Use of Third-Party Contractors/Personnel ................................................................................ 23 Section 8: University Responsibilities ....................................................................................................... 26 Section 9: Contractor Responsibilities ....................................................................................................... 27 Section 10: Financial Relationship ............................................................................................................ 43 Section 11: Proposal Requirements and Evaluation .................................................................................. 50 Section 12: NC General Contract Terms & Conditions ............................................................................. 58 SCHEDULE: The schedule for Contractor selection is as follows: Request for Proposal Issue Date……………………………………...… October 8, 2020 Receipt of Questions Deadline………………………………….……… November 9, 2020 Mandatory Pre-Proposal Conference…………………………………. November 17, 2020 Submittal of Proposals………………………………………………… January 8, 2021 Opening of Proposals…………….…………………………………… January 8, 2021 Finalist Presentation and Interview…………………………………… January 25, 2021 Award and Notification to Successful Contractor……………………. February 15, 2021 Contract Date / Commencement………………………………………. June 1, 2021 ** Dates indicated are tentative and may be changed during the RFP process due to revision(s) of any part of the Request for Proposal because of questions from offerors and/or additional information requested after the Proposal Opening. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 5 of 35 Proposals Shall be Mailed or Hand Delivered to Mrs. Jennifer Meads Interim Director of Purchasing Elizabeth City State University 1704 Weeksville Drive Elizabeth City, North Carolina 27909 SECTION 1: PROPOSAL OVERVIEW AND INSTRUCTIONS Request for Proposals to Operate a Food Service Program at Elizabeth City State University (ECSU) Submittal Date and Time: January 8, 2021, 2:00 P.M. EST Opening Date and Time: January 8, 2021, 2:30 P.M. EST 1.1 Project Overview This Request for Proposal (RFP) is being issued by Elizabeth City State University to solicit proposals for a Dining Services Management Provider. For the purposes of this RFP, Elizabeth City State University will hereinafter be referred to as the “University”, “ECSU” or “Owner”. The University is seeking proposals from established food service management companies that a have successful record of providing food services to comparable institutions. There is a strong interest in providers who can offer interesting, inventive, high quality and cost-effective dining solutions for students, faculty and staff. Contract Terms: The contract to operate dining services at ECSU will begin on June 1, 2021 The proposed term for contract services will be 10 years with an initial minimum period of five (5) years commencing June 1, 2021 through June 1, 2026 and one additional five (5) year extensions to be exercised at the sole discretion of the University. Proposals shall be submitted in accordance with the terms and conditions of this RFP and any addenda issued hereto. You are invited to submit proposals in accordance with the requirements of this solicitation which are contained herein. It is requested that your proposals be submitted to the Purchasing Department not later than 2:00 p.m., EST, January 8, 2021. Respondents to this request will be publicly identified at the bid opening at 2:30 p.m. EST on the same day in the Finance Conference Room, located in the Thorpe Administration Building – second floor. No details of the proposals will be divulged at the time of opening. The proposal must be signed by an official authorized to bind the Contractor and it shall contain a statement to the effect that the proposal is firm for a period of at least 90 days from the closing date for submission of proposals. This solicitation does not commit the ECSU to award a contract, pay any costs incurred in the preparation of a proposal, or procure or contract for the articles of goods or services. The University reserves the right to accept or reject any or all proposals received as a result of this request and to cancel in part or in its entirety this request for proposals, if it is in the best interest of the University to do so. The University further reserves the right to reject all proposals received as a result of this request, and to manage and operate its own food services without the benefit of a contract, or to revise and resubmit this request for proposal. 1.1.1 Pre-Proposal Conference: There will be a mandatory pre-proposal conference and facility walk-thru on November 17, 2020 at 10:00 a.m. EST in the Bedell Hall Building (all parties to meet in the Austin Grill). A copy of the Campus map can be found at http://www.ECSU.edu/visitorscenter/mapECSU.pdf. Attendance at the pre-proposal conference is a prerequisite to submitting a proposal. Contractors will be given a tour of all food service facilities and concessions during the conference and may thereafter visit only these areas as cash customers. This will be the only opportunity for Contractors to visit food production areas. Visitation teams at the pre-proposal conference will be limited to four (4) persons. The University suggests that you carpool as parking will be extremely limited. Special event parking will be available at the Vaughn Center, which is accessible through the main gate entrance to campus. http://www.uncsa.edu/visitorscenter/mapuncsa.pdf Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 6 of 35 NOTE: Visitation team members are expected to conduct themselves as professionals while guests of the University. Conversation with students, faculty, staff or employees of the present Contractor regarding your opinions of the present food service or your abilities as a Contractor is not considered professional conduct. You are reminded that it is a professional courtesy to notify the department of dining services prior to visiting the campus. Surprise visits to facilities or the offices of other University administrative staff are not recommended. All questions or correspondence regarding this RFP and/or subsequent related award shall be directed to: Mrs. Jennifer Meads Purchasing Department Elizabeth City State University 1704 Weeksville Road Elizabeth City, North Carolina 27909 Telephone Number: (252) 335-3477 E-mail: jcmeads@ecsu.edu Any questions that arise prior to the pre-proposal conference may be e-mailed to jcmeads@ecsu.edu no later than Monday, November 9, 2020 @ 5:00 p.m. EST. 1.2 Proposal Information and Instructions 1.2.1 Exceptions All proposals are subject to the terms and conditions outlined herein. All responses shall be controlled by such terms and conditions and the submission of other terms and conditions, price lists, catalogs, and/or other documents as part of a Contractor's response will be waived and have no effect either on this Request for Proposals or on any contract that may be awarded resulting from this solicitation. Contractor specifically agrees to the conditions set forth in the above paragraph by signature to the proposal. 1.2.2 Certification By executing the proposal, the signer certifies that this proposal is submitted competitively and without collusion (G.S. 143-54), that none of our officers, directors, or owners of an unincorporated business entity has been convicted of any violations of Chapter 78A of the General Statutes, the Securities Act of 1933, or the Securities Exchange Act of 1934 (G.S. 143-59.2), and that we are not an ineligible vendor as set forth in G.S. 143- 59.1. False certification is a Class I felony. 1.2.3 Oral Explanations The State shall not be bound by oral explanations or instructions given at any time during the competitive process or after award. 1.2.4 Reference to Other Data Only information which is received in response to this RFP will be evaluated; reference to information previously submitted shall not be evaluated. 1.2.5 Elaborate Proposals Elaborate proposals in the form of brochures or other presentations beyond that necessary to present a complete and effective proposal are not desired. In an effort to support the sustainability efforts of the State of North Carolina we solicit your cooperation in this effort. It is desirable that all responses meet the following requirements: a) All copies are printed double sided. b) All submittals and copies are printed on recycled paper with a minimum post-consumer content of 30% and indicate this information accordingly on the response. c) Materials should be submitted in a format which allows for easy removal and recycling of paper materials. 1.2.6 Cost for Proposal Preparation Any costs incurred by Contractors in preparing or submitting offers are the Contractors' sole responsibility; the State of North Carolina will not reimburse any Contractor for any costs incurred prior to award. 1.2.7 Time for Acceptance Each proposal shall state that it is a firm offer which may be accepted within a period of 90 days. Although the contract is expected to be awarded prior to that time, the 90-day period is requested to allow for unforeseen delays. 1.2.8 Titles Titles and headings in this RFP and any subsequent contract are for convenience only and shall have no binding force or effect. mailto:jcmeads@ecsu.edu mailto:jcmeads@ecsu.edu Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 7 of 35 1.2.9 Confidentiality of Proposals In submitting its proposal the Contractor agrees not to discuss or otherwise reveal the contents of the proposal to any source outside of the using or issuing Elizabeth City State University (ECSU), government or private, until after the award of the contract. Only those communications with the using ECSU or issuing ECSU authorized by this RFP are permitted. All Contractors are advised that they are not to have any communications with the using or issuing ECSU during the evaluation of the proposals (i.e., after the public opening of the proposals and before the award of the contract), unless the State’s purchaser contacts the Contractor(s) for purposes of seeking clarification. A Contractor shall not: transmit to the issuing and/or using ECSU any information commenting on the ability or qualifications of other Contractors to perform the advertised contract and/or the other Contractors’ proposals and/or prices at any time during the procurement process; or engage in any other communication or conduct attempting to influence the evaluation and/or award of the contract that is the subject of this RFP. Contractors not in compliance with this provision may be disqualified, at the option of the State, from contract award. Only discussions authorized by the issuing ECSU are exempt from this provision. 1.2.10 Right to Submitted Material All responses, inquiries, or correspondence relating to or in reference to the RFP, and all other reports, charts, displays, schedules, exhibits, and other documentation submitted by the Contractors shall become the property of the State when received. 1.2.11 Contractor’s Representative Each Contractor shall submit with its proposal the name, address, and telephone number of the person(s) with authority to bind the firm and answer questions or provide clarification concerning the firm's proposal. 1.2.12 Subcontracting Contractors may propose to subcontract portions of the work provided that their proposals clearly indicate what work they plan to subcontract and to whom and that all information required about the prime Contractor is also included for each proposed Subcontractor. The use of ANY subcontractor will need approval from the University, prior to start of any work. 1.2.13 Proprietary Information Trade secrets or similar proprietary data which the Contractor does not wish disclosed to other than personnel involved in the evaluation or contract administration will be kept confidential to the extent permitted by NCAC section .1501 if identified as follows: Each page shall be identified in boldface at the top and bottom as "CONFIDENTIAL". Any section of the proposal which is to remain confidential shall also be so marked in boldface on the title page of that section. Cost information may not be deemed confidential. In spite of what is labeled as confidential, the determination as to whether or not it shall be determined by North Carolina law. 1.2.14 Historically Underutilized Businesses Pursuant to General Statute 143-48 and Executive Order #150, the State invites and encourages participation in this procurement process by businesses owned by minorities, women, disabled, disabled business enterprises and non-profit work centers for the blind and severely disabled. 1.2.15 Protest Procedures When a Contractor wants to protest a contract awarded by the Elizabeth City State University over $25,000 resulting from this solicitation, they must submit a written request to the Vice Chancellor for Business and Finance at 1704 Weeksville Road, Elizabeth City, NC 27909. This request must be within thirty (30) consecutive calendar days from the date of the contract award. Protest letters must contain specific reasons and any supporting documentation for the protest. Note: Contract award notices are sent only to those actually awarded contracts, and not to every person or firm responding to this solicitation. Contract status and Award notices are posted on the Internet at http://www.pandc.nc.gov/ . All protests will be handled pursuant to the North Carolina Administrative Code, Title 1, Department of Administration, Chapter 5, Purchase and Contract, Section 5B.1519. (See Protest Information at http://www.pandc.nc.gov/protests.pdf for more information.) 1.2.16 Tabulations The State of North Carolina has implemented an Interactive Purchasing System (IPS) that allows the public to retrieve bid tabulations electronically from our Internet web site: http://www.pandc.nc.gov/ . Click on the IPS BIDS icon, click on Search for Bid, enter the RFP number, and then search. Tabulations will normally be available at this web site not later than one working day after opening. Lengthy tabulations may not be available on the Internet and requests for these verbally or in writing cannot be honored. 1.2.17 Vendor Registration and Solicitation Notification System Vendor Link NC allows vendors to electronically register free with the State to receive electronic notification of current procurement opportunities for goods and services available on the Interactive Purchasing System. Online registration and other purchasing information are available on our Internet web site: http://www.pandc.nc.gov/ . 1.2.18 Reciprocal Preference G.S. 143-59 establishes a reciprocal preference law to discourage other states from applying in-state preferences against North Carolina’s resident Contractors. The “Principal Place of Business” is defined as the principal place from which the trade or business of the Contractor is directed or managed. 1.2.19 Oral Presentation by one or more Contractors may be required after written proposals are received by the University. If the University requires such a presentation, Mr. Allen Carnes will schedule a time and place for the http://www.pandc.nc.gov/ http://www.pandc.nc.gov/protests.pdf http://www.pandc.nc.gov/ http://www.pandc.nc.gov/ Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 8 of 35 presentations. Each firm should be prepared to discuss and substantiate any of the areas of the proposal submitted, its own qualifications for the services required and any other area of interest relative to its proposal. SHORT LIST PRESENTATIONS: Selected short-list Contractors will be notified as promptly as possible. Short-list contractors will, at this time and upon request to the Director of Purchasing, receive a MS Word electronic copy of the RFP. It is planned that short-list presentations will take place during January 25-29, 2021. Exact dates and times will be determined after the size of the short-list has been defined. Contractors should reserve January 25-29, 2021 in case of selection for a short-list presentation. Each short list presenter will have a presentation of no longer than one (1) hour with a question and answer period to follow. Notice of confirmation of the presentation date and time will be given by telephone or in writing. Prior to the short-list presentations, the Contractor shall provide to the Director of Purchasing a MS Word copy of all proposed deviations from this RFP. 1.2.20 Contractor must, upon request of the University, furnish satisfactory evidence of their ability to furnish products or services in accordance with the terms and conditions of this RFP. 1.2.21 Each Contractor shall fully acquaint themselves with conditions relating to the scope and restrictions attending the execution of the work under this RFP. The failure or omission of a Contractor to acquaint themselves with existing conditions shall in no way relieve them of any obligation with respect to this RFP or to the contract. 1.2.22 State law requires that the proposal be submitted not later than the date and time specified in this RFP. Contractors mailing proposals should allow a sufficient mail delivery period to ensure timely receipt of their proposals by the issuing office. Any proposals received after the scheduled opening date and time will be immediately disqualified. 1.2.23 Proposals submitted prior to the RFP opening date will be held in the office of ECSU Purchasing Department. No proposals will be opened prior to the opening date and time of 2:30 p.m. EST, January 8, 2021. 1.2.24 Five (5) copies of the proposal and ten (10) USB flash drives containing a copy of the proposal, under seal, are required. Each copy of the proposal should be bound in a single volume where practical. Additional documentation submitted with the proposal should be bound in a separate volume. 1.2.25 The Contractor is required to have typed on the envelope or wrapping containing the proposal, Elizabeth City State University Dining Services Proposal; RFP 57-582. A contract shall be awarded to the Contractor whose proposal is determined to be most advantageous to the University. The University will make an award based on the evaluation factors set forth herein. The University further reserves the right to reject any and all proposals, and the University will be the sole judge as to whether the Contractor's proposal has or has not satisfactorily met the requirements of this RFP. 1.2.26 Contractors are cautioned that the University is not obligated to ask for or accept after the closing date for receipt of proposals, data that is essential for a complete and thorough evaluation of the proposal. The University may award a contract based on initial offers received without discussion of such offers. Accordingly, each initial offer should be submitted on the most favorable and complete operating and technical terms possible. 1.2.27 The Contract Monitor and liaison for all matters concerning the dining portion of this contract, after award of contract, is the Director of Auxiliary Services, hereinafter referred to as the "University". Their offices can be contacted as follows: Sherron White Director of Auxiliary Services 1704 Weeksville Road Elizabeth City, North Carolina 27909 Telephone Number: (252) 335-3660 E-mail: sdwhite@ecsu.edu 1.2.28 The University has the right, without interfering with normal food service, to use the dining, production, and service areas owned by the department as desired. Appropriate setup and cleanup as required will be performed by the Contractor with costs billed to the activity sponsor in accordance with a predetermined schedule of charges. 1.2.29 The University retains the right to inspect all dining areas, kitchen and preparation areas, storage areas, offices, and any other space under the Contractor's control at any time. 1.2.30 This request for proposal, all subsequent RFP addendum, and the Contractor’s response will be incorporated into the operating contract. 1.2.31 The University reserves the right in consultation with the Contractor to establish or change food service hours, meal plans, methods of operation, or any other operational component of the food service program. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 9 of 35 Significant modifications to this contract will be negotiated by the University and signed as an addendum to the operating contract. Note: Contract award notices are sent only to those actually awarded contracts and not to every person or firm responding to the solicitation. 1.2.32 Irrevocability, Withdrawal, and Resubmission Proposals shall be irrevocable for a period of ninety (90) days after the Proposal Due Date. However, at any time prior to the hour and date set for the Proposal Due Date, any Contractor may withdraw its proposal. This will not preclude the submission of another proposal by said Contractor prior to the deadline hour and date set for the Proposal Due Date. 1.2.33 Best and Final Offer The proposal submitted by the Contractor by the Proposal Due Date will be considered the Contractor’s best and final offer. 1.2.34 Revisions to the Request for Proposal In the event it becomes necessary to revise any part of this RFP, revisions will be provided to all Contractors who received the initial RFP and attended the mandatory pre-proposal conference. The University reserves the right to extend the deadline for receipt of proposals if necessary. 1.2.35 Evaluation of Proposal The Contractor's proposal shall be submitted at the time specified. The time may be changed at the discretion of ECSU. Designated University staff members will evaluate the proposals received and will consider the following factors in recommending award to a qualified firm. These factors are not necessarily listed in order of priority and additional proposal evaluation information is provided further in this RFP document. 1.2.35.1 Experience and/or credentials in providing the professional services required. 1.2.35.2 Equipment and products proposed meet the specifications outlined without exception. 1.2.35.3 The Contractor shall furnish financial statements or other financial documentation that would illustrate the firm has the financial capacity to undertake the scope of services requested. 1.2.35.4 The ability of the Contractor to actively conduct promotions at various University locations. 1.2.35.5 The financial considerations of the proposal including any and all funds created for University projects. 1.2.35.6 Assurance that the Contractor has personnel, experience, and expertise to carry out the required service. 1.2.35.7 The proposal itself shall be an example of the Contractor’s work. 1.2.35.8 Previous performance of the Contractor as evaluated by the references supplied. Contractors are cautioned that this is a request for proposal, not a request to contract, and the University reserves the unqualified right to reject offers for any contract when such rejection is deemed to be in the best interest of the University. The award of a contract to one Contractor does not mean that the other proposals lack merit, but that with all factors considered, that proposal was most advantageous to the University. Requirements of this proposal are the minimum acceptable. Any Contractor that receives an invitation to present their proposal, but that declines to make an offer is requested to send a formal "Decline to Offer" to the University. Failure to respond as requested may subject the Contractor to removal from consideration on future requirements. 1.2.36 Selection of Contractor After the completion of the short-list interviews, the University will select the best qualified Contractor who will be asked to negotiate and execute a contract in conjunction with University representatives. The Contractor will be required to comply with North Carolina General Contract Terms & Conditions, (See page 59). In the event that the successful Contractor does not execute the Contract as required, the award of the Contract may then be made to another Contractor, or the University may decide to call for new proposals. 1.2.37 Award and Selection All qualified proposals will be evaluated, and awards made to the Contractor whose proposal is deemed to be in the best interest of the University. The University reserves the unqualified right to reject any or all offers if determined to be in the best interest of the University. The University reserves the right to waive any irregularities in any proposal if such action is determined by the University, in its sole discretion, to be in the University’s best interests. The University will review the overall qualifications of Contractors, and the University, in its sole judgment, will select the firm it believes will provide the highest quality and most financially viable overall dining service program for the University. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 10 of 35 1.2.38 Transition Planning Immediately after the notice of award, the Contractor shall designate appropriate employees to begin planning in conjunction with the University’s Contract Monitor and other staff to insure fulfillment of all its obligations. The Contractor shall provide professional coordination services upon execution of the Contract, cost of which shall be borne by the Contractor. The Contractor shall be expected to attend meetings as required by the University to insure a smooth and orderly transition into catering, summer school, and campus Dining Services operations. The selected Contractor shall develop a detailed, proactive transition plan for assuming the management of the Dining Program and for the successful opening of the University’s food service operations by Fall 2021. This plan shall be submitted to the University’s Contract Monitor no later than May 15, 2021, shall include a schedule of activities to take place at the execution of the Contract, 60 days from the beginning of the Term, 30 days from the beginning of the Term, and weekly thereafter, and shall be subject to review and approval by the Contract Monitor who shall retain the authority to make alterations to the plan. 1.2.39 Other Contracts The University may undertake or award contracts other than those requested herein for University related work or functions, and the Contractor shall fully cooperate with such other firms and University’s employees and carefully fit its work to such additional work. The Contractor shall not commit or permit any act which will interfere with the performance of work by any other firm or by University employees. The University shall equitably enforce this section as it relates to all firms, to prevent the imposition of unreasonable burdens on any one firm. 1.2.40 Parking The Contractor shall require its employees, agents, and subcontractors to abide by the parking and standing policy under which the University allows its vendors to conduct business on University premises, including the purchase of required parking permits. The Contractor shall contact the University’s Campus Police Department prior to the beginning of the contract and arrange to obtain all necessary parking permits. 1.2.41 Alcoholic Beverages The Contractor shall possess and maintain all legally required alcohol licenses and permits. Any serving of alcoholic beverages shall be done in accordance with University policy and North Carolina law. There shall be no sales of alcoholic beverages. 1.2.42 Taxes The Contractor shall be responsible for payment of all taxes – Federal, State, and local – and all license fees, or any other necessary expenses to the operation under the Contract and shall conform to all laws, regulations, and ordinances applicable to the performance of the Contract. The Contractor shall also be responsible for taxes on block plans and door rates. 1.2.43 Contract Monitoring Per NC Senate Bill 1213 (Session Law 2010-194) any contract which results from the award of this Request for Proposal shall include contract monitoring as a regular process of evaluating post award Vendor contract performance based on measurable deliverables and verifying Vendor compliance with the terms and conditions in the contract. The general purpose of monitoring will be to 1) improve Vendor contract performance through early identification of questions and issue resolution; 2) identify potential contract problems, financial or technical, that may require additional scrutiny; 3) evaluate Vendor contract performance controls to ensure there is a reliable basis for validating deliverables and minimizing risk of contract default; 4) assure that Vendor financial documentation is adequate and accurate as it relates to contract payments. Specifically, contract monitoring may include but are not limited to the following areas. • Verify contractor performance for purposes of payment. • Identify material breach of contract by assessing the difference between contract performance and material non- performance. • Determine if corrective action is necessary and take such action if required. Monitoring Vendor compliance of any contract document which results from the award of this RFP shall be the responsibility of the Elizabeth City State University, Contract Administrator and Monitor. Contract monitoring shall occur for an on-going basis throughout the term of the contract. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 11 of 35 SECTION 2: BACKGROUND INFORMATION 2.1 Institutional Background On March 3, 1891, Hugh Cale, an African-American representative in the N.C. General Assembly from Pasquotank County, sponsored House Bill 383, which established a normal (teaching) school for “teaching and training teachers of the colored race to teach in the common schools of North Carolina.” The bill passed, and the origin of Elizabeth City State University was born. For more information, visit www.ecsu.edu. Elizabeth City State University’s Mission Statement As a constituent institution of The University of North Carolina System, Elizabeth City State University offers baccalaureate, professional, and master's degrees for a diverse student body. Our mission is to promote economic, social, and environmental progress for the people of northeastern North Carolina, the state, and the nation. We achieve our commitment to the highest quality education by maintaining a rigorous focus on academic excellence through liberal arts programs and using innovative and flexible technology-based instruction models to enhance our signature areas: integrating technology with education, improving human health and wellness, and advancing the natural and aviation sciences. Through teaching, research, and community engagement, the institution's rich heritage and its current multicultural student-centered focus provide a firm foundation for its endeavors. It serves the needs and aspirations of individuals and society, producing graduates for leadership roles and life-long learning It is the desire of Elizabeth City State University to contract with one firm capable of successfully providing food and dining at the University. The food service company will be responsible for providing all labor, including management, supervision, supplies, materials and additional equipment (excluding built-in fixtures currently in place) necessary to provide food services as specified herein and in the proposal response. Elizabeth City State University is seeking proposals from established food service management companies that have a successful record of providing food services to comparable institutions. There is strong interest in providers who can offer interesting, inventive, high quality and cost-effective dining solutions for the students, faculty and staff. The food service program should complement and enrich the educational experience enjoyed by students and staff. The ideal proposal will incorporate one or more franchised food options into the plan for operations. As an additional option, the university will consider proposals from individual franchisees to be incorporated into the space. This will become part of the negotiation with proposers, to develop the best possible food offerings for the university. Elizabeth City State University is interest in proposals that address capital improvements. The University wants a vendor who will work as a member of the Dining Service team to create a vibrant and profitable food service solution. Elizabeth City State University is seeking to collaborate with a contractor who has a commitment and a record of accomplishing outstanding customer service. Pleasant and courteous staff members and leaders who understand that the university desires a team approach with the contractor and who are willing to demonstrate professional responsibility to customer service issues are desired. Keywords are friendly, cooperative, consistent, professional, determined and pleasant. Our students and staff require quality food at reasonable prices. The staff and student populations demand that food is available quickly with healthy alternatives available. Catering for on-campus events must be innovative and creative to support both campus and community events. Proposals should address both student and staff needs and how they may be satisfied as well as catering ideas to support the continual campus need. http://www.northcarolina.edu/ Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 12 of 35 2.2 Annual Plan 2.2.1 Provision of Annual Plan The Contractor shall submit to the Contract Monitor, prior to the beginning of each Fiscal Year (July 1), for University approval an Annual Plan that addresses the following items: a. Proposed Menus (Residential, Retail, Staff Dining (Blue Room) & Catering) b. Pricing Structure c. Proposed Hours of Operation d. Proposed Meal Plan Program e. Detailed Marketing Plan, including goals and tools for measuring success f. Employee Training Program g. Proposed Capital Expenditure and Fixtures h. Customer Satisfaction Measures i. Assessment of the Campus Dining Program versus Best Practices in the University Marketplace j. Proposed Adjustments to Contractor Compensation 2.2.2 Marketing As part of the Annual Plan, Contractor shall be responsible for developing and implementing a proactive marketing plan inclusive of a social media component to promote the Dining Program to the University community. At a minimum, Contractor shall be responsible to develop and produce the following printed materials to promote the Dining Program annually: 2.2.2.1 Retail menus and collateral promotional materials 2.2.2.2 Residential dining program menus and collateral promotional materials 2.2.2.3 Catering menus and collateral promotional materials The Contractor shall work closely with the University in developing these marketing materials, in order to ensure that the quality is first-rate and fully meets the needs of the University. The Contractor shall be required to post retail dining, residential dining, staff dining and catering menus in electronic form on the ECSU Dining Services web site and the ECSU Mobile Web App. The content shall be updated constantly, during the term of the contract. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 13 of 35 SECTION 3: POPULATION STATISTICS 3.1 Population Statistics 3.1.1 Fall 2019 Enrollment Fall 2019 Enrollment Gender Level Female Male Total Undergraduate 1002 690 1692 Graduate 58 19 77 TOTAL: 1060 709 1769 Housing Occupancy Population Total Bias Hall (Open Fall 2021) 109 University Towers 200 University Suites 200 Viking Village 232 Viking Towers 321 Total Population 1062 3.1.2 Employee Headcount Full Time Employees 366 Part Time Employees 129 Total 495 3.1.3 Enrollment Projections The following chart is intended to give Contractors information about potential enrollment at the University. Projected enrollment headcount information is intended to show student trends and anticipated enrollment growth of the student population through 2024. ECSU Enrollment Headcount Projections 2020-2025 (2020- Actual) 2020 2021 2022 2023 2024 2002 2100 2200 2300 2400 Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 14 of 35 SECTION 4: CURRENT DINING FACILITIES and HOURS OF OPERATION 4.1 Current Campus Facilities The University’s Dining Program has been managed by Thompson Hospitality under contract to the University. For the last 10 years, the contract has been structured on a profit and loss basis. The following section describes the facilities and operations managed by the Food Service Provider: a. Bedell Hall Cafeteria The Bedell Hall Cafeteria provides full meal service seven days a week. The cafeteria features home-style meals, popular ethnic cuisine, gourmet pasta, pizza, soup and salad, popular grill items, and a deli. In addition, there is an exhibition station where meals are made in front of you, make-your-own waffles, cereal, smoothie stations, fresh baked desserts, a variety of beverages, and soft serve ice cream with sundae toppings. This location also offers daily vegetarian entrees. The current seating for Bedell Hall is 388. Current Hours of Operation: Monday-Friday Breakfast 7:00 am - 9:00 am Continental Breakfast 9:00 am - 10:30 am Lunch 11:30 am - 1:30 pm Light Lunch 1:30 pm - 3:00 pm Dinner 4:30 pm - 7:30 pm Saturday, Sunday & Holidays Brunch 10:00 am - 1:00 pm Dinner 4:30 pm - 6:30 pm b. Austin Grill/Viking Subs The retail location is located on the first floor of the Walter N. and Henrietta B. Ridley New Student Complex. The location is open from mid-morning until late at night seven days a week. It offers casual dining and serves menu items on an a la carte basis. The location features two food venues: Austin Grill and Viking Subs. The menu offers a variety of flavors with its grill, burritos, sandwiches, wings, salads, and much more. Current Hours of Operation: Monday- Friday 11:00 am - 10:00 pm Saturday 12:00 pm - 10:00 pm Sunday 2:00 pm - 9:00 pm c. Blue Room The Blue Room is open to provide an intimate lunch setting to faculty and staff members at ECSU. Meals are served on formal ware in a relaxed atmosphere with a buffet style set-up. The Blue Room is located in the Viking Service building formally known as Walter N. and Henrietta B. Ridley Student Center. Current Hours of Operation: Wednesday 12:00 am - 2:30 pm 4.2 Current Campus Catering Program Catering at the University is an important operation. ECSU Dining provides catering services that are accessible and affordable to a wide range of University consumers. The Contractor will bill the individual requesting departments for catering events. Non-University catering is limited and must be approved by the University. The University reserves the right to use outside caterers for any event at any venue. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 15 of 35 The University’s reputation for catered events must continue at a very high quality. It is compelling that the Contractor demonstrates a thorough knowledge and capability to perform this function to the University’s satisfaction. All catering must be conducted in a first-class professional manner. The Contractor must supply any specialized catering equipment where needed. 4.3 Current Summer School Services Each summer, the University offers five to eight-week summer sessions. ECSU Dining Services offers three daily meals to the students via the Board Plan. The University hosts summer camps for a diverse clientele including young children, high school, and college age adults. These Individuals will be served meals as part of their camp package, the meal service will be provided in the Bedell Hall Cafeteria and should mirror the service and hours of operation of the summer meal program. 4.4 Current Residential & Commuter Meal Plans Dining Services strives to provide students with the most economical and flexible meal program possible. At the start of the semester, students pay one price to cover all of your meals that you will be eating in the dining halls and the retail location on campus. Your meal plan activity is tracked on your student ID card (Viking Card). 4.4.1 Residential Meal Plan Each meal plan comes with a predetermined amount of meals (19, 10, and 15); the number represents the amount of Meals available per semester. These meals will be deducted from your meal plan over the course of the semester as you use them. Once these meals are gone in a semester, Viking Bucks, cash, or credit card will have to be used to pay for food items in the retail locations. All students residing in University Housing and Residence Life are required to purchase a meal plan. Each meal plan comes with a predetermined amount of meals (19, 10, and 15); the number represents the amount of Meals available per week. Each time you use a meal, it is subtracted from your weekly balance. Meals do not carry over from week to week and the meal plan resets every Sunday night. Beginning Fall 2020, we will be offering two new block meal plans (160 block plan and 120 block plan) for residential students (except Freshmen). Block meal plan participants have up to the number of meals on the plan they select for the semester. Block meal plans have no meal zone restrictions. Patrons may swipe multiple times within a meal zone. 4.4.2 Viking Bucks Each meal plan includes a defined amount of Viking Bucks, which can be used like cash. Viking Bucks can be used at the retail location (Viking Subs and Austin Grill). Viking Bucks not used by the end of each semester will be forfeited as they are a part of the meal plan for that semester. Meal / Block Plan Cost Meal Plan Eligibility Meal Plan Meals per Semester Declining Balance Fall 2019 Meal Plans Sold All Colleges Classes - ***Freshman Required 19 meal plans 304 $75.00 483 All Classes, except Freshman 15 meal plans 240 $75.00 164 All Classes, except Freshman 10 meal plans 160 $75.00 258 All Classes, except Freshman 160 block plans 160 $75.00 New Plan for Fall 2020 All Classes, except Freshman 120 block plans 120 $75.00 New Plan for Fall 2020 Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 16 of 35 4.4.3 Commuter Meal Plan Commuter Meal Plans are designed for commuter students. Purchasing a commuter meal plan will save you money on your meals instead of purchasing your meals individually. Meal plans can be used in the Dining Hall as well as in the retail location through meal equivalency. Meal Plan Eligibility Commuter Plans Meals per Semester Declining Balance Fall 2019 Meal Plans Sold All Commuters 100 100 $75.00 11 All Commuters 75 75 $75.00 8 All Commuters 50 50 $75.00 15 All Commuters 25 25 $75.00 23 4.4.4 Historic Meal Plan Participation Meal plan participation has stayed pretty much the same over the past decade. There has been a little increase in enrollment. Some increase can be attributed to marketing to commuter students, faculty and staff regarding block plans. The types of meal plan purchased have changed over time. The following chart shows the trends in meal plan purchases over the last five years: Residential Meal Plan Participation 2013-14 2014-15 2015-16 2016-17 2017-18 645 618 654 624 656 Commuter Meal Participation 2013-14 2014-15 2015-16 2016-17 2017-18 128 118 101 95 122 4.5 CURRENT AGREEMENTS Campus Beverage Contract ECSU is currently utilizing Pepsi Beverage Company for campus beverage vending. Machines are located in various locations on campus. Pepsi Beverage Company shall have the exclusive right to all carbonated and non-carbonated nonalcoholic beverages available on the college campus. See full contract for specifics. The contract will be re-bid during the 2020-2021 Academic Year. Campus Snack Vending Contract ECSU is currently utilizing CRH Catering for campus snack vending. Machines are located in various locations on campus. The contract for snack vending is now up for bid. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 17 of 35 SECTION 5: EQUIPMENT INFORMATION 5.1 Repair, Maintenance, and Replacement of Equipment The University will provide maintenance personnel and a preventative maintenance program to the facility and equipment. The cost for repairs, corrective maintenance, and replacement of equipment will be the responsibility of the University. However, the Contractor shall pay equipment repair, maintenance, and/or replacement costs in the event of abuse, neglect, or the failure to follow reasonable operational procedures. There will be an annual food service equipment assessment and evaluation conducted by the Contract Monitor, the University Facilities Management, and the Contractor. 5.2 Equipment and Small wares 5.2.1 Provision of Equipment The University agrees to make available to the Contractor all current fixtures and equipment associated with the Dining Program facilities. Ownership of said fixtures and equipment shall remain with the University. The Contractor will be required to keep all fixtures and equipment in good repair and condition, and protect it against misuse, loss, pilferage, or destruction. The University will be required to replace or augment all fixtures and equipment as needed for the proper operation of the Dining Program facilities during the term of the contract. When possible, this should be part of the annual plan process. The Contractor will be required to return at the termination or expiration of the Contract all fixtures and equipment items associated with the operation of the Dining Program including any replacements made during the Contract term. The University will provide maintenance personnel and a preventative maintenance program for dining associated equipment. Corrective maintenance and replacement of equipment will be the responsibility of the University. Maintenance, repair, and replacement costs resulting from Contractor negligence will be paid for by Contractor. The Contractor may not dispose or declare as surplus any University-owned equipment without the written permission of the Contract Monitor. 5.2.2 Provision of Small wares The University will initially provide the current complement of small wares, including kitchen utensils, china, glass, silverware, service pieces, linens, and table decorations, for Dining Program facilities. Ownership of said small wares shall reside with the University. Contractor will be required to keep all small wares in good repair and condition, and protect them against loss, pilferage or destruction. The Contractor will be responsible for maintaining adequate small- wares par stocks and for purchasing replacement small-wares on an ongoing basis, subject to University approval in the annual plan. 5.2.3 Inventory of Equipment A joint physical inventory of equipment will be taken from time to time during the term of the Contract, including one at the beginning and termination of the Contract. If any provided equipment is lost, damaged, or unaccounted for prior to expiration of its useful life, either during or at termination of the Contract, the Contractor will either pay the University an amount proportionate to the remaining useful life of the item using the straight-line method of amortization or replace items with items of matching pattern and equal quality. 5.2.4 Current Contractor Owned Equipment A list of the equipment owned by the current Contractor is available upon request. All other equipment located on the ECSU campus that is not specifically addressed in this document is the property of ECSU and will be available to the successful Contractor. Should the successful Contractor require any other equipment necessary for operation of the dining services, the Contractor shall be required to provide said equipment, at no cost to the University. 5.3 Provision of Facilities Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 18 of 35 The University will provide the Contractor with the facilities currently being provided, that are required for performance of the Contract, including reasonable office space for its on-site management and administrative personnel. 5.4 Cleaning Facilities Contractor will maintain the highest standards of sanitation and will be responsible for routine cleaning and housekeeping in the food preparation and service areas (including food service equipment, kitchen floors, hoods and grease filters) and for the routine cleaning of dining room tables, floors and chairs. In addition, Contractor will provide cleaning services for dining room, Austin Grill, windows, floors, hallways, walkways, outside entrances, rest rooms, receiving areas, light fixtures, draperies and blinds, carpets, and periodic waxing and buffing of the floors. 5.5 Renovation and Repair of Facilities The University will provide maintenance personnel for routine repairs and to perform a preventive maintenance program within the facility. Costs for repairs to contractor provided equipment or repairs to University owned systems and equipment resulting from negligence or misuse by the contractor will be the responsibility of the contractor. The contractor will present any major repair needs to the owner as part of the annual capital planning process. Please Refer to Appendix A for drawings of Dining Hall and other identified retail space. 5.6 Renovation Plan A renovation is any construction, fabrication or alteration to an existing facility, all traces of which are not easily removed by the Contractor or that could cause damage to the facility as a result of removal. All renovations to state owned facilities will be executed per State Construction Office requirements and managed by the University’s Facilities Management Department. The Contractor may propose renovations to facilities by submitting design concepts, including sketches, to the Contract Monitor. If the Contract Monitor approves of the concept the Monitor will coordinate with the Facilities Management Department to include the renovation into the capital planning process for the University. The Contractor should understand that the approval process for project authorization, project design and project execution can be lengthy. The University decisions regarding the renovation plan shall be final. 5.7 Operations Plan During Renovation When renovations take place, the Contractor shall participate with the University in the preparation of a comprehensive plan for the operation of all Dining Services during the renovation period. This plan shall address, at a minimum, continued revenue generation, expenses, service to customers, facility alternatives and logistics. 5.8 Professional Design Services All renovations will be professionally designed by University selected design teams per State Construction requirements. The Contract Monitor may require the design services of the Contractor for conceptual design ideas from time to time. These concepts may be used to provide the University’s design team with more thorough and detailed program information. All costs of providing this service will be the responsibility of the Contractor. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 19 of 35 SECTION 6: DINING FACILITY CHANGES 6.1 Renovation of the Dining Hall Bedell Hall was last renovated in 2004. During this time, the electrical and mechanical demo was done to the kitchen and serving line. In 2019, the Dining hall was outfitted in new furniture (tables, chairs, booths). The current Dining Hall is old and outdated. A revitalization of the Dining Hall is desired to increase campus utilization of the food service facilities. The food service contractor should develop / design a first-rate renovation to modernize the food service points and maximize the use of retail and administrative/operational space through creative and trend- setting ideas, while continuing to allow for high volume food service and improvement of the customer experience. It is also intended to address Americans with Disabilities Act access, building and life safety codes, food distribution, internal infrastructure updates (mechanical, electrical, plumbing, etc.) and Dining Services administrative offices. 6.2 Contractor Concepts Any changes or additions to ECSU Dining Facilities may be suggested or proposed in your response to this RFP. These suggestions / proposals may be used by the Evaluation Committee to gauge your creativity, expertise and assessment of ECSU's needs. Suggestions / proposals that will require capital investment should include projections to indicate whether or not the changes will generate additional revenue that could help fund the improvement(s). If the improvement is a component of capital improvements, it should be clearly noted. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 20 of 35 SECTION 7: USE OF THIRD-PARTY CONTRACTORS/PERSONNEL 7.1 GENERAL All goods and services (i.e.: Food Contractor, Pest Control, Carpet Cleaning, etc.) provided to the University through third party Contractors must be done through the Contractor. The Contractor shall be responsible for compliance with all terms and conditions of the Contract and for all acts and omissions of its third-party Contractors and suppliers. Any failure to adhere to the Contract shall be deemed a breach of the Contract by the Contractor. 7.1.1 Branded Concepts Marketing The Contractor shall propose the establishment of branded concept(s) in its proposal. The proposal shall provide plans, drawings, proposed renovations, menus, signage, and marketing plans. The Annual Plan process will enable ECSU and the Contractor to implement changes to brands over the term of the contract. 7.2 PERSONNEL 7.2.1 Contractor’s Employees Employees shall be in the employ of the Contractor and in no way shall be considered to be University employees. The Contractor shall recruit, hire, employ, train, supervise, direct, discipline and, if necessary, discharge any and all personnel working in the Dining Program. Contractor shall maintain an adequate staff of executive managers, assistant/operational managers, and employees on duty at the University’s dining facilities, adequately trained to provide such expertise (administrative, dietetic, purchasing, human resources and so forth) as needed to maintain the high quality of food service required by the University. The University shall have the right to review staffing patterns and job schedules, and to require Contractor to alter same to insure adequate staffing. The Contractor shall provide on-going staff training and development programs, including quality control; adequate employee supervision; and adequate technical and operational support, including clerical support of management staff. Contractor shall insure that critical positions have back-up adequate to cover for absenteeism. Contractor is responsible for ensuring that all managers and key supervisors will hold current certification by the NRA Serve Safe Sanitation Certification renewable every 3 years. The Contractor is requested to retain the current local staff and employees for a minimum of 6 months. Background/ Criminal Records Checks are required of all employees the contractor will place on the campus of ECSU. Because of the make-up of our student population, the Contractor will also need to conduct periodic re-checks on all employees. The Contractor should re-check at least 50% of the total number of food service employees each year. 7.2.2 Suitability of Staff Employees of the Contractor shall be suitable by reason of training, appearance, and habits for working on University premises. Employees shall be subject to removal for conduct considered by the University to be undesirable provided that requests for removal shall be in writing and shall not violate any applicable employment law. The University reserves the right to require the Contractor to change any or all top management positions if, in its opinion, this shall be necessary to the successful operation of the Dining Program. For program continuity, the University desires that the Director of Dining, Executive Chef, and Catering Director be assigned to ECSU for a minimum of three (3) years and as long thereafter as their performance is acceptable to the University, or the individual(s) resign(s) or is(are) otherwise unable to perform the duties required. Individuals in these executive positions shall not be changed without ninety (90) days advance notice and the replacement selections made and accepted by the University. The position of Director of Dining shall not remain unfilled. During any period of vacancy of the Director of Dining’s position, his/her supervisor shall be on site at the University at least five days per week. The Contractor shall also employ a full-time dining room attendant and a cashier to be stationed at the register during the entire meal period. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 21 of 35 7.2.3 Health Standards Contractor shall require all employees to meet appropriate health standards prescribed by municipal, state, and federal laws and regulations. Contractor represents that all services provided hereunder shall comply with the Federal Occupational Safety and Health Act, as may be amended, and including regulations adopted pursuant thereto by the State of North Carolina. Contractor will meet or exceed wages set by applicable laws, ordinances, regulations and rules of federal, state, and local authorities relating to minimum wages for hourly employees. Contractor guarantees that all employees engaged in the handling and serving of food are cleanly attired, advised by management on reporting illness, and in compliance with the health regulations of all governmental agencies and the Contractor. Contractor shall insure that any employee reporting to work ill shall be sent home and not allowed to resume work until fully recovered. When Contractor becomes aware that any employee of Contractor has an illness, communicable disease, or other condition which could affect the safe, sanitary, or healthful operation of the Dining Program, Contractor will insure that said employee undergoes an examination by a licensed physician. If such condition is verified, Contractor shall immediately inform the University, and shall not utilize the services of said employee on the University’s premises until the condition of the employee has returned to a healthful status as indicated in writing by a licensed physician. 7.2.4 Dress Contractor shall insure that all employees will be dressed in neat-appearing uniforms, and will wear proper, safe, and neat-appearing footwear. The term “uniform” is interpreted to include all apparel, name tags, hats, hair nets, and so forth. Contractor shall submit its proposed uniform program, including samples of uniforms and other standard apparel for all service personnel, for approval by the Contract Monitor. Contractor’s company name may not appear on any uniforms or name tags. Uniforms should note, “ECSU Dining Services”. 7.2.5 Training Contractor shall perform individual training for all employees. For any new employees assigned to the University’s Dining Program, Contractor shall provide immediate training as necessary, covering types of tasks performed in the assignment covered by the new employee. All Contractor employees shall be instructed and trained by the Contractor in proper: a) Food preparation methods b) Customer service standards of excellence c) Sanitation standards d) Dress and identification e) Personal habits and hygiene f) Cleaning and sanitation procedures g) Life safety h) Equipment operation 7.2.6 Non-Discrimination All provisions relative to Equal Employment Opportunity for all persons without regard to race, color, religion, sex, national origin, age, veteran status, genetic information, sexual orientation, or disability shall be incorporated as a part of the Contract. In the event of the Contractor's non-compliance with this non- discrimination clause, this Contract may be terminated. 7.2.7 Labor Disputes The Contractor shall notify the University in writing of labor, employee, or any other circumstances that could adversely affect Dining Services operations. The Contractor shall continue to provide services under the Contract in the event of strikes and other labor disturbances. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 22 of 35 SECTION 8: UNIVERSITY RESPONSIBILITIES 8.1 The University is responsible for all facilities, equipment and maintenance except where specifically stated otherwise. 8.2 The University is responsible for fire extinguishing equipment, and removal of refuse from refuse collection areas. 8.3 The University shall provide network access at all the Contractors locations on campus to the University’s information technology network reasonably required for operation of the Contractor’s operations. 8.4 The University shall provide consistent and prominent access to content sites developed by the Contractor for ECSU from ECSU’s websites, online portals and Mobile Web App. 8.5 The University agrees that the Contractor may obtain, store, utilize, process and transmit certain personal and financial data of Client’s students, guests, faculty and staff within and beyond Client’s firewall in accordance with (i) all applicable laws (ii) the current Payment Card Industry Data Security Standards (“PCI Standards”) and (iii) the Contractor’s privacy policy. 8.6 The University agrees to allow the Contractor and its third-party auditors to access the Client’s information technology network. Please note that the ECSU network is PCI Compliant at the time of this RFP. The University’s current level of PCI Compliance is Self-Assessment Questionnaire B Attestation level. 8.7 The University shall be responsible for any costs involved in setting up and cleaning dining service areas for functions not managed by the Contractor. 8.8 The University shall be responsible for telephone related installation costs and local service. 8.9 The University shall be responsible for the cost of utilities consumed in the dining services operations and trash removal (dumpster service). 8.10 The University shall provide the Contractor the current POS devices, at no cost to the Contractor. The Contractor shall be responsible for maintenance, equipment repairs, software upgrade expenses of the University owned equipment, devices needed for new venues, equipment needing replaced due to excessive wear and tear and any changes to the POS systems desired by the Contractor, once approval has been granted by the CIO and Vice chancellor for Business and Finance of the University. The current system is NOT being used for credit card transactions, due to system and network PCI compliance issues. The successful Contractor shall be required to furnish a stand-alone credit card system at all venues, based on the requirements of the Contractor’s credit card service providers – ALL credit card processing on campus will be limited to analog phone line equipment. The Contractor shall develop, implement, install, operate, administer and maintain the information technology system that the Contractor determines is necessary for its internal management control and administration of the overall dining program. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 23 of 35 SECTION 9: CONTRACTORS RESPONSIBILITIES 9.1 The Contractor shall fully participate in the colleges’ sustainability and recycling efforts. 9.2 The Contractor shall develop, implement, install, operate, administer and maintain an information technology system, including, but not limited to, (i) hardware (e.g. computers, timekeeping devices, point of sale devices, digital signage, kiosks, dynamic host configuration protocol devices and static internet protocol devices), (ii) owned and licensed software and/or websites, mobile web apps and (iii) systems support necessary to support the services provided by the Contractor. 9.3 All china, service wares, and kitchen smallware’s are owned by the University. The Contractor is responsible for ongoing replacement of china, service wares and kitchen smallware’s, and increasing the inventory of such items, if necessary. 9.4 The Contractor is responsible for any vehicles and related expenses necessary to provide the required service to the University. The Contractor must maintain vehicle insurance from an A.M. Best “A” rated carrier licensed to do business in the State of North Carolina. 9.5 The Contractor is responsible for all long-distance telephone costs. 9.6 The Contractor shall maintain the strictest standards of sanitation. 9.7 The Contractor shall provide all housekeeping, cleaning, sanitation service, and cleaning supplies for all food service facilities and equipment used by the Contractor. This shall include, but not be limited to, receiving and storage areas, kitchens, refrigerators, freezers, dining and service areas, restrooms, offices, hallways, trash and garbage area, windows and doors (inside and outside), and all outside stairs, ramps, entrances, and walkways for a distance of approximately ten (10) feet outside food service facilities. 9.8 The Contractor shall provide pest control services in all production and service areas. 9.9 The Contractor shall be responsible for the cost of composting in the Dining Services operations. The Contractor shall also post monthly reports showing how much product was composted. 9.10 The Contractor shall maintain first aid equipment and supplies in all production and service areas. 9.11 The Contractor shall provide its own office equipment. 9.12 The Contractor shall provide University approved uniforms and name badges to all Contractor employees. 9.13 The Contractor shall develop and conduct customer satisfaction surveys to ascertain student and other customer opinions of all aspects of Contractor’s performance. The frequency, format, and methodology of such surveys will be determined as part of the Annual Plan. The results of such surveys will be reported to the University on a periodic basis, as established in the Annual Plan. The Contract Monitor shall review and approve the content of customer surveys, and the methodology to be utilized to conduct and analyze the survey, prior to issuance. 9.14 The Contractor shall establish and maintain an informational web site for the Dining Program, linked to the University’s website and Mobile Web App. This website shall contain, at a minimum, information on dining locations, days/hours of operation, menus, meal plans, and catering services. All website information shall be kept current at all times. 9.15 The Contractor shall establish University electronic mail accounts for the Executive Dining Director, Executive Chef, and Director of Catering, said mail accounts to be requested through the Contract Monitor. 9.16 Contractor shall be required to provide food services under emergency and/or unpredicted circumstances such as breakdown of equipment, fire, snowstorm, hurricane, or power failure. In the case of a pandemic, the Contractor will have stocked pile non-perishable food, water and supplies in anticipation of serving 300 people for two weeks. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 24 of 35 9.17 The Contractor shall provide for the receipt of all complaints from customers and shall respond promptly on its own behalf in a positive, courteous and concerned manner and shall take action to insure that causes of legitimate complaints are corrected. 9.18 The Contractor shall comply with applicable laws, ordinances, regulations and rules of federal, state, and local authorities including the University, relating to the Dining Program operation, including but not limited to, sanitation and safety requirements, health policies and procedures, wages and hours of employment, criminal background checks, withholding taxes, and Equal Employment Opportunity. Results of all inspections will be immediately given to the Contract Monitor. 9.19 The Contractor shall notify the Contract Monitor & Administrator immediately of any unsafe or unhealthy conditions and take appropriate action to remedy the condition(s). 9.20 The Contractor shall inform the Contract Monitor of any personal injuries and/or accidents that require medical treatment. 9.21 The Contractor shall obtain all necessary permits and licenses and pay all inspection fees associated with the operation of the Dining Program. 9.22 The Contractor shall remit all license fees payable as required by approved licensing contracts. 9.23 The Contractor shall operate the Dining Program in a manner that meets or exceeds the following requirements: 9.24 The Contractor shall be alerted to changing food service trends, new market forms of food, and changing dietary patterns evolving throughout the food service industry. As a result, and with input from the University, the Contractor shall continually initiate ideas for varied and dynamic methods of food service merchandising, public relations, promotion, and menu presentation in all operations to increase service and maximize potential revenues. 9.25 The Contractor shall provide maximum satisfaction to University students, faculty, employees, and guests through quality performance, efficient and effective operations, and wholesome and appetizing food and beverages with focus on providing for the elite artist. 9.26 The Contractor shall provide the University with standards of operation, management, quality, and support services of the best quality available in the food service industry, including: a. To provide an appetizing, appealing, and nutritionally sound dining and catering program to students, faculty, staff, and guests, and thus enhancing the reputation of the University. b. To maintain a wide variety of quality food and beverage products at pricing structures that provide a good value to the customer and reflect the needs of the University’s diverse campus community. c. To develop and maintain a superior management team to fulfill the obligations of excellent residential, retail, catering, and summer conference operations. d. To actively and aggressively market the Dining Program to the University community, including the development of a variety of program and promotional materials. e. To provide a high standard of service and maintain a high level of customer satisfaction with the Dining Program. f. To maintain a financially responsible and fiscally sound Dining Program, and to maintain excellent accountability and financial reporting to the University. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 25 of 35 g. To maintain professional appearance and conduct by all dining services staff and to provide substantive and ongoing operational, customer satisfaction, and safe food handling training to all employees. h. To maintain excellent communication and working relationship with the University’s Contract Monitor and Administrator. i. To demonstrate environmental and energy awareness and responsibility by minimizing waste in any form and to participate in University environmental projects as mutually agreed. j. To maintain an attractive appearance, safety and excellent sanitation of all dining service facilities, areas and equipment, and to meet or exceed all applicable state and local health agency standards and requirements. This includes responding to inspections by NCDENR, NCDOI and ECSU Facilities Management. Food service facilities and equipment will be maintained to the levels necessary to successfully satisfy their requirements. A copy of all inspection reports provided by these agencies shall be forwarded to the Contractor immediately following the inspection. If deficiencies are noted, the Contractor shall respond with a written report that explains the cause and stipulates how the issues will be corrected and a timeline for correction. These issues shall be addressed and corrected as soon as possible. k. In the event that any of the food or beverage products are found by the Contractor, the State, any governmental agency, or court having jurisdiction to contain a defect, serious quality deficiency, or not in compliance with any standard or requirement so as to require or make advisable that such goods be reworked or recalled, the Contractor will promptly communicate all relevant facts to the University and undertake all corrective actions, including those required to meet all obligations imposed by laws, regulations, or orders, and shall file all necessary papers, corrective action programs, and other related documents, provided that nothing contained in this section shall preclude the University from taking such action as may be required of it under any such law or regulation. 9.27 The Contractor shall develop and implement a quality assurance program with measurable results for tracking student satisfaction, quality of service, and market competitiveness. 9.28 During the first year of the Contract, the program scope shall include the following: a. All You Care to Eat meal plan and pay-at-the-door Dining program at the Dining Hall. b. Retail food operations at the Viking Den located on the first of the first floor of the Walter N. and Henrietta B. Ridley New Student Complex. c. Faculty and Staff Dining Area located in the Viking Services building formerly known as the Walter N. and Henrietta B. Ridley Student Center. d. Campus-wide catering services, as required 9.29 The program scope may be amended as a part of the Annual Plan process or at any time as mutually agreed upon by the parties. 9.30 The Contractor shall not utilize University space other than the space assigned to the Contractor without the University’s advance written approval. As part of their proposal, the potential Contractor may propose to expand the space assigned to food service in designated interior areas and in all exterior space surrounding current food service locations that does not substantially interfere with pedestrian traffic. 9.31 Contractor agrees to use the premises only for operation of the University’s Dining Program. Contractor shall not prepare food and/or beverages for sale or use for any purpose not covered by the Contract. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 26 of 35 9.32 The number of days that the Dining Program is required to be provided will be determined for each location on an annual basis as a part of the Annual Plan process. The days of operation will be as determined by the University based upon the official University calendar unless otherwise agreed upon by the parties. 9.33 The hours of operation for Dining Services facilities will be established as a part of the Annual Plan process. There may be situations throughout the year for mid-term and final exams that extended hours for certain dining facilities will be requested. 9.34 Operational Standards Operations standards for the Dining Services shall be as follows: a. Meal plan prices, food prices, and portions shall be recommended by the Contractor subject to approval by the Contract Monitor. The Contractor will not alter prices once approved by the Contract Monitor without obtaining further approval, and must be able to justify that proposed price increases are the result of legitimately escalating costs of doing business and are in line with local prices. University approval of price increases shall not be unduly withheld. b. Procedures for cash collection and meal counts shall be established by the University and the Contractor in compliance with the University’s requirements. The Contractor is responsible for compliance with these requirements. c. The Contractor shall maintain and regularly revise standard recipes at the request of the University in order to better respond to consumer demand. A complete standard recipe file shall be located on site at Contractor’s office or on-line. d. The Contractor shall schedule monthly meetings during the academic year with the University’s Food Services Committee composed of students, faculty and staff, as appropriate, in order to evaluate and obtain input into the Dining Program. These meetings will be coordinated with the Contract Monitor. e. The Contractor shall be subject to a continual review of the Dining Program and facilities by the Contract Monitor. The review shall specifically include a comprehensive evaluation of the technical requirements. The Contractor will be notified of conditions necessitating correction or improvements as a result of this review. f. Contractor will participate in the National Association of College & University Food Services annual customer satisfaction survey and will respond on behalf of ECSU to the NACUFS annual operational benchmarking survey. 9.35 General Food Specifications – All Dining Services The Contractor is required to use the following specifications as minimums in the preparation of all food called for under the terms of the Contract, unless specifically exempted for a given year through an exception process in the Annual Plan for that year: a. Beef and veal shall be USDA grade choice; pork, lamp, and poultry shall be USDA grade A (#1). All ground beef shall have no more than 20% (7% would be ideal) fat content. b. Frozen food shall be USDA grade A. c. Fresh produce shall be No. 1 quality, USDA grade A. d. Canned food shall be Fancy or Choice quality. All canned fruits shall be water packed. Low fat Mayonnaise shall be Best Foods or equivalent extra-heavy whole-egg mayonnaise. Tuna shall be solid white, and water packed. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 27 of 35 e. Cheeses shall be all-natural non-processed cheeses such as cheddar, Swiss, mozzarella, Monterey jack, etc. f. All salad dressings, sauces and soups shall be prepared on premises using quality ingredients, or shall be of equal quality in flavor, texture, and ingredients, if purchased. All sauces shall be roux based and not thickened with cornstarch. Heavy manufacturer’s cream or half and half shall be used in cream sauces and cream-based soups. The base for soups and sauces shall provide flavoring similar to stockpot bases and have as low sodium content as possible. All dressings, sauces, and soups shall be produced individually and not be canned or a pre-prepared product, except as approved by the University. g. Imitation or artificial based food items can be used in addition to, but not as a replacement for, real food products. Such items include, but are not limited to, imitation sour cream, artificial sweetener, non-dairy creamers, toppings, etc. An exception to this would be to produce sugar free desserts and to meet special dietary needs such as non-dairy. Food should be clearly labeled if it contains artificial based foods. h. Scratch baking is to be used in all cases, with the exception of sliced breads. Any deviation from this standard must receive prior approval from the University. All recipes calling for chocolate shall require real chocolate or chocolate chips rather than imitation products. Fresh/frozen produce shall be utilized when fruits and vegetables are called for in the baking process. i. The variety of sliced breads used on a daily basis either as a part of breakfast, a main entrée, or in the sandwich line shall be (as a minimum) white, whole wheat, rye, sourdough French, raisin, oat and gluten free. j. Bagels, croissants, and pastries shall be scratch prepared or purchased from a University approved bakery company or its supplier. k. All processed luncheon meats shall be a high-quality meat product. Preference would be cut in house deli style. l. All other food products shall be of comparable quality to the above referenced specifications. No fillers or soy additives may be used in any purchased or prepared food products except where specifically stated or approved by the University or to meet special dietary needs and appropriately labeled due to allergies. m. Product comparisons (such as can cuttings) may be made by the Contractor in conjunction with the Contract Monitor to ensure the products used are of the highest quality. n. All food items shall be prepared following standard industry nutritional guidelines. o. Portion control guidelines: In general, all extended meat or casserole entrees shall contain 12 to 15 pounds of meat per 100 portions. Additionally, a 2-inch line pan shall yield no more than 24 portions. Solid meat portions shall be 3½ to 4 ounces. Fish entrees shall be 4 to 5 ounces per portion. Chicken entrees shall be prepared from 2 to 2½ pound birds cut into 8 portions and served 2 pieces per person. p. The University may, at its discretion, demand inclusion of certain foods, spices, brands, and/or food supplies in the inventory, recipes, and menus of the Contractor. 9.36 Nutrition Awareness Program The Contractor shall provide and actively promote a Nutrition Awareness Program (NAP) for all residential and retail dining that encourages an understanding of nutritional needs, a commitment to the lifelong maintenance of good health, and an awareness of ecological, political, and special food issues. Food included in NAP would be prepared with less sugar, salt, fat, chemical additives, and would contain more roughage and would include vegetarian entrees. As part of NAP, the Contractor would be expected to provide the following:) Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 28 of 35 a) Web based on-line information, that should be accessible from the University web site or Mobile Web App, that gives the nutritional breakdown of all entrees and other portion-controlled food selections served during the academic year. Nutritional Breakdown to Include: Total Fat, Saturated Fat, Trans Fats, Cholesterol, Sodium, Total Carbohydrates, Dietary Fiber, Protein, and calcium. Also including a complete ingredient list and excluding total calories. b) On-line nutrition information kiosks in dining locations. c) On-line nutrition information for each entrée served. d) Nutrition information through charts, posters, table tents, and other visual aids to be rotated monthly throughout the academic year. 9.37 Service Standards The following service standards shall be followed for food preparation and serving: a) All foods must be garnished for attractive presentation whenever possible. b) Entrée plates are to be heated prior to service where possible and appropriate. Salad plates and bowls are to be chilled. c) Serving lines are to be well stocked throughout the entire service. The last customer is to be offered the same range of choices as the first customer. The same variety and quality should be offered every day of the week and at all three meals. d) Serving lines, salad bars, and food display areas shall be merchandized at all times with seasonal displays, flowers, etc. e) All hot foods must adhere to the County Health Department’s guidelines for maintaining hot food and cold food at approved temperatures. 9.38 Contractor employees shall be polite and diplomatic in enforcing Contractor and University regulations. 9.39 Contractor employees shall remain alert and attentive to customer needs at all times. 9.40 Contractor employees are dressed in clean uniforms with name tags and display warm and friendly attitudes. 9.41 Any food appearing discolored, unappealing, or not in a proper state of freshness shall not be served. The Contractor shall adhere to the general food service standard that: if you are not willing to purchase a product yourself, it should not be served or displayed to the customer. 9.42 All food that is deemed able to be saved for re-generated recipes must be properly brought through the danger temperature zone properly in accordance with HACCP approved processes. 9.43 Prepare all food on the premises on the day it is served. Food for all locations will be cooked fresh during the entire serving period. Advance preparation/cooking shall be kept to a minimum so freshness and quality may be maintained in all prepared food products. 9.44 Leftover foods are to be re-generated back into service within 48 hours. 9.45 There may be times when the Contractor may want to freeze leftovers to be used for a specific meal period within 30 days. The contractor must get Contract Monitor approval. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 29 of 35 9.46 All hot leftovers must be re-served hot and brought up to a minimum internal temperature of 165 degrees. 9.47 All food products stored in any unit must be properly wrapped, labeled, and dated. All storage shall meet University requirements and in general be in compliance with industry or Forsyth County Health Department standards. 9.48 Display and serving areas shall be clean, sanitary, orderly, and attractive at all times. Specifically, the quality and appearance of food shall be inspected by the Contractor prior to the start of each peak traffic or meal period, and as frequently thereafter as necessary for the duration of the serving period. 9.49 Any spillage or soil spots shall be removed promptly from counters, steam table pans, general serving areas, and floors. 9.50 Salads and other pre-dished items shall be frequently replenished or regrouped so as not to convey a sparse or disheveled appearance. 9.51 Pre-dishing of entrees shall be avoided unless individual casserole/vessels are used. 9.52 Partially used, broken, or spilled items shall be removed from the area promptly. 9.53 Tables are to be cleaned promptly and trash receptacles are to be cleaned and emptied as required to provide for an attractive and clean facility at all times. 9.54 All chipped dinnerware must be promptly removed from service and discarded. 9.55 Service problems shall be anticipated and resolved immediately. Contractor management staff shall review problems on a daily basis and discuss and implement solutions to prevent recurrence and enable supervisory staff to react immediately. Several examples of problem indicators are: lines excessively long for sustained periods of time; bottlenecks causing gaps in lines; delays in production; products which are difficult to serve; running out of beverages or condiments; shortages of trays, napkins, silverware, etc. 9.56 Contractor shall provide for the receipt of all complaints from customers and shall respond promptly on its own behalf in a positive, courteous, and concerned manner, and shall take action to insure that causes of legitimate complaints are corrected. The University’s Contract Monitor shall receive copies of all feedback along with Contractor’s resolution / response (where applicable) within forty-eight (48) hours. 9.57 Quality Assurance and Food Safety 9.57.1 Standard industry nutritional guidelines will be referred to in order to set minimum requirements. 9.57.2 Foods will be served in compliance with Forsyth County Health Department regulations. 9.57.3 All foods must be properly stored. Stored foods will be maintained at industry standard temperatures, currently as follows: a. Refrigerated storage temperatures: Dairy/produce: 40-45 degrees, Meats 35-40 degrees. b. Frozen storage temperatures: 10-20 degrees for ice cream and -10 to 0 degrees for all other items. c. Dry storage temperatures: 60-70 degrees. 9.57.4 Frozen foods, once thawed, shall not be refrozen. Leftover foods from meal service shall not be refrozen, but rather shall be labeled, dated, and refrigerated. Such foods must be used within 24 hours, with the exception of mustard, catsup, bread, and cheese. 9.57.5 All leftovers must be heated to an internal temperature in keeping with Hazard Analysis Critical Control Point (HACCP) guidelines for re-use. Proposal Number: 57-582 Vendor: __________________________________________ Ver: 4/22/19 Page 30 of 35 9.57.6 Dining Services management shall develop a process that incorporates HACCP monitoring, testing, and recording of serving and storage temperatures. The HACCP Plan shall be submitted to the Contract Monitor for review. All foods shall be appropriately labeled, including vegetarian and vegan identifiers. The Contractor shall develop creative displays and attractive garnishes in each serving area. Serving lines, salad and deli bars, and all other food display area