Travel Management Company - consolidation

expired opportunity(Expired)
From: University of North Carolina(Higher Education)
65-3000008674

Basic Details

started - 11 Sep, 2020 (about 3 years ago)

Start Date

11 Sep, 2020 (about 3 years ago)
due - 13 Oct, 2020 (about 3 years ago)

Due Date

13 Oct, 2020 (about 3 years ago)
Bid Notification

Type

Bid Notification
65-3000008674

Identifier

65-3000008674
UNIVERSITY - UNC at Chapel Hill

Customer / Agency

UNIVERSITY - UNC at Chapel Hill
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1 THE UNIVERSITY OF NORTH CAROLINA AT CHAPEL HILL Request for Proposal #: 65-3000008674 Travel Management Company services Date of Issue: 9/11/2020 Proposal Opening Date: 10/13/2020 At 3:00 PM ET Direct all inquiries concerning this RFP to: Christy Baldridge Purchasing Services Email: cbaldridge@unc.edu Phone: 919-962-8727 http://identity.unc.edu/wp-content/uploads/2014/01/Old_Well_Graphic_twitter.jpg 2 THE UNIVERSITY OF NORTH CAROLINA AT CHAPEL HILL RFP #65-3000008674 ______________________________________________________ For internal processing, please provide your company’s Federal Employer Identification Number or alternate identification number (e.g. Social Security Number). Pursuant to North Carolina General Statute 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 3 EXECUTION Certification: By executing this proposal, the undersigned Vendor certifies that: (i) this proposal is submitted competitively and without collusion (G.S. 143-54), (ii) 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), (iii) it is not an ineligible vendor as set forth in G.S. 143-59.1, (iv) no gift has been offered, extended, or promised by any of its employees or representatives to any University employee associated with preparing plans, specifications or estimates for this RFP, or in awarding or administering the contract to result from this RFP, or in inspecting or supervising the services to be rendered (G.S. 133-32), (v) if any of the services to be performed under this RFP will be performed outside the United States by the Vendor or Vendor’s subcontractors, Vendor has disclosed such information in writing to the University (G.S. 147- 33.97); (vi) it acknowledges that the University’s internal auditor and State of North Carolina auditors have the right under North Carolina law to access upon request the Vendor’s records and representatives to audit fees and performance associated with procurement contracts (G.S. 147-64.7), (vii) it and each of its subcontractors for any contract resulting from 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. §143-48.5), (viii) neither it nor any assignee of the Vendor is identified on a list maintained by the NC State Treasurer of persons engaged in investment activities in Iran (G.S. §143C-6A.5). False certification may constitute a Class I felony under North Carolina law. Failure to execute/sign proposal prior to submittal shall render proposal invalid and it WILL BE REJECTED. Late proposals cannot be accepted. VENDOR: STREET ADDRESS: P.O. BOX: ZIP: CITY & STATE & ZIP: TELEPHONE NUMBER: PRINCIPAL PLACE OF BUSINESS ADDRESS IF DIFFERENT FROM ABOVE (SEE INSTRUCTIONS TO VENDORS ITEM #10): PRINT NAME & TITLE OF PERSON SIGNING ON BEHALF OF VENDOR: FAX NUMBER: VENDOR’S AUTHORIZED SIGNATURE: DATE: E-MAIL: Offer valid for at least 60 days from date of proposal opening, unless otherwise stated here: ______ days. After this time, any withdrawal of offer shall be made in writing, effective upon receipt by the University. THE UNIVERSITY OF NORTH CAROLINA AT CHAPEL HILL Refer ALL Inquiries regarding this RFP to: Christy Baldridge cbaldridge@unc.edu 919-962-8727 Request for Proposal # 65-3000008674 Proposals will be publicly opened: October 13, 2020 @ 3:00pm ET http://identity.unc.edu/wp-content/uploads/2014/01/Old_Well_Graphic_twitter.jpg mailto:cbaldridge@unc.edu 4 Table of Contents 1.0 PURPOSE.......................................................................................................................................... 5 2.0 GENERAL INFORMATION............................................................................................................ 5 2.1 REQUEST FOR PROPOSAL DOCUMENT ............................................................................... 5 2.2 INSTRUCTIONS TO VENDORS REGARDING TERMS AND CONDITIONS ...................... 5 2.3 RFP SCHEDULE .......................................................................................................................... 5 2.4 PROPOSAL QUESTIONS ........................................................................................................... 5 2.5 PROPOSAL SUBMITTAL .......................................................................................................... 6 2.6 PROPOSAL CONTENTS ............................................................................................................ 6 2.7 ALTERNATE PROPOSALS ....................................................................................................... 6 2.9 DEFINITIONS, ACRONYMS, AND ABBREVIATIONS ......................................................... 7 3.0 METHOD OF AWARD AND PROPOSAL EVALUATION PROCESS ........................................ 7 3.1 METHOD OF AWARD ............................................................................................................... 7 3.2 PROPOSAL EVALUATION PROCESS ..................................................................................... 7 3.3 EVALUATION CRITERIA ......................................................................................................... 8 4.0 REQUIREMENTS ............................................................................................................................ 8 4.1 CONTRACT TERM ..................................................................................................................... 9 4.2 PRICING....................................................................................................................................... 9 4.3 INVOICES .................................................................................................................................... 9 4.4 REFERENCES ............................................................................................................................. 9 5.0 SCOPE OF WORK ........................................................................................................................... 9 5.1 GENERAL .................................................................................................................................... 9 5.2 OBJECTIVES ............................................................................................................................. 10 5.3 RFP TIMELINE .......................................................................................................................... 10 5.4 SERVICE MODEL QUESTIONS .............................................................................................. 11 5.5 PROJECT ORGANIZATION; PERSONNEL ........................................................................... 19 5.6 TECHNICAL APPROACH ........................................................................................................ 19 ATTACHMENT A: INSTRUCTIONS TO VENDORS ........................................................................ 20 ATTACHMENT B: LOCATION OF WORKERS UTILIZED BY VENDOR ..................................... 23 ATTACHMENT C: PRICING .............................................................................................................. 24 ATTACHMENT D: UNIVERSITY CONTRACT TERMS AND CONDITIONS ............................... 26 5 1.0 PURPOSE This solicitation is to consolidate the University’s travel management companies and obtain an online travel booking tool. This solicitation includes services for all University travel excluding Athletics. Proposals shall be submitted in accordance with the terms and conditions of this RFP and any addenda issued hereto. 2.0 GENERAL INFORMATION 2.1 REQUEST FOR PROPOSAL DOCUMENT The RFP is comprised of the main body of this RFP document, plus the attachments, and any addenda released before contract award. All attachments and addenda released for this RFP in advance of any contract award are incorporated herein by reference. All terms in this RFP shall be enforceable as contract terms. The use of phrases such as “shall,” “must,” and “requirements” are intended to create enforceable contract conditions. 2.2 INSTRUCTIONS TO VENDORS REGARDING TERMS AND CONDITIONS Each Vendor shall provide (a) its proposed contract by which the University will retain Vendor’s services, and (b) any other applicable contract that Vendor will ask University to sign. The University’s terms and conditions set forth in Attachment B should either be built into or be incorporated by reference in the contract(s) that Vendor proposes in its terms and conditions proposal. The University will entertain exceptions taken by Vendors to certain of these provisions, but Vendors are cautioned that the University has a limited ability and willingness to agree to modifications to these standard University provisions. The University will compare and contrast the terms and conditions proposals submitted by qualified Vendors at the same time it evaluates the cost proposals of qualified Vendors. At the conclusion of this evaluation, the University may elect to award the contract to the Vendor whose aggregate proposal the University determines to be most advantageous to the University. The University may enter into contract negotiations with one or more qualified Vendors in an effort to reach mutually agreeable contract terms and conditions if the University is not satisfied with the terms and conditions proposed by the applicable Vendor(s). The University is not obligated to negotiate with all qualified Vendors. The University reserves the right to eliminate from further consideration any Vendor that submits a cost proposal or proposes terms and conditions that are not advantageous to the University. 2.3 RFP SCHEDULE Event Responsibility Date and Time Issue RFP University 9/11/2020 Submit Written Questions Vendors 9/28/2020 Provide Response to Questions University 10/2/2020 Submit Proposals Vendors 10/12/2020 Finalist - Services Presentation University (date subject to change) Contract Award University (date subject to change) 2.4 PROPOSAL QUESTIONS Upon review of the RFP, Vendors may have questions regarding the RFP. Vendors shall submit any such questions by the above due date listed in the section titled “RFP Schedule” above. 6 Written questions shall be e-mailed to cbaldridge@unc.edu by the date and time specified above. Vendors should enter “RFP #65-3000008674: Questions” as the subject for the email. Questions submittals should include a reference to the applicable RFP section and be submitted in a format shown below: Reference Vendor Question RFP Section, Page Number Vendor question…? Questions received prior to the submission deadline date, the University’s response, and any additional terms deemed necessary by the University will be posted in the form of an addendum to the Interactive Purchasing System (IPS), http://www.ips.state.nc.us, and shall become an Addendum to this RFP. No information, instruction or advice provided orally or informally by any University personnel, whether made in response to a question or otherwise in connection with this RFP, shall be considered authoritative or binding. Vendors shall rely only on written material contained in an Addendum to this RFP. 2.5 PROPOSAL SUBMITTAL Electronic proposal subject to the conditions made a part hereof and the receipt requirements described below, shall be received at the North Carolina IPS URL indicated in the table below for those services as described herein. eBIDS only Office Address of delivery by any other method (special delivery, overnight, or any other carrier) RFP NUMBER:65-3000008674 North Carolina IPS website, eBIDS only https://www.ips.state.nc.us/ips/ Not applicable Submit one (1) signed electronic copy via the NC IPS eBids process. 2.6 PROPOSAL CONTENTS Vendors shall complete the applicable portions of the attachments of this RFP that require the Vendor to provide information and include an authorized signature where indicated. a) Cover Letter b) Title Page: Include the company name, address, phone number and authorized representative along with the Proposal Number. c) Completed and signed version of EXECUTION PAGES, and signed receipt pages of any addenda released in conjunction with this RFP d) Completed version of Service Model Questions (section 5.4) e) Completed version of ATTACHMENT C: PRICING f) Completed and signed version of ATTACHMENT D: LOCATION OF WORKERS UTILIZED BY VENDOR 2.7 ALTERNATE PROPOSALS Vendor may submit alternate proposals for various methods or levels of service(s) or that propose different options. mailto:cbaldridge@unc.edu http://www.ips.state.nc.us/ 7 Alternate proposals must specifically identify the RFP requirements and advantage(s) addressed by the alternate proposal. Any alternate proposal, in addition to the marking described above, must be clearly marked with the legend: Alternate Proposal #__ for ‘name of Vendor’. Each proposal must be for a specific set of services and must include specific pricing. If a Vendor chooses to respond with various service offerings, each must be offered with a separate price and be contained in a separate proposal document. Each proposal must be complete and independent of other proposals offered. 2.9 DEFINITIONS, ACRONYMS, AND ABBREVIATIONS a) BAFO: Best and Final Offer, submitted by a vendor to alter its initial offer, made in response to a request by the University. b) CONTRACT LEAD: Representative of the University who corresponds with potential Vendors in order to identify and contract with that Vendor providing the greatest benefit to the University and who will administer the contract for the University. c) END USER DEPARTMENT: The department or unit of the University that receives the services procured from the Vendor. d) FOB-DESTINATION: Title transfers from Vendor to purchaser at the destination point of the shipment; Vendor owns commodity in transit and files any claims, and Vendor pays all freight and any related transportation charges. A solicitation may request Vendors to separately identify freight charges in their proposal, but no amount or charge not included as part of the total proposal price will be paid. e) QUALIFIED PROPOSAL: A responsive proposal submitted by a responsible Vendor. f) RFP: This Request for Proposal g) UNIVERSITY: The University of North Carolina at Chapel Hill. h) VENDOR: The supplier, bidder, proposer, company, firm, corporation, partnership, individual or other entity submitting a response to this Request for Proposal. 3.0 METHOD OF AWARD AND PROPOSAL EVALUATION PROCESS 3.1 METHOD OF AWARD All qualified proposals will be evaluated and awards will be made to the Vendor(s) meeting the RFP requirements and achieving the highest and best final evaluation, based on the evaluation criteria described below. While the intent of this RFP is to award a contract to a single Vendor, the University reserves the right to make separate awards to different Vendors for one or more line items, to not award one or more line items or to cancel this RFP in its entirety without awarding a contract, if it is considered to be most advantageous to the University to do so. 3.2 PROPOSAL EVALUATION PROCESS The University shall review all Vendor responses to this RFP to confirm that they meet the specifications and requirements of the RFP. The University reserves the right to waive any minor informality or technicality in proposals received. The University will conduct a Two-Step evaluation of Proposals: Proposals will be received from each Vendor in two separate documents: the Technical Proposal and the Cost Proposal. All proposals must be received by the University not later than the date and time specified on the cover sheet of this RFP. At that date and time the document containing the technical proposals from each responding firm will be publicly opened and the name of each Vendor announced publicly. Cost proposals will 8 be placed in safekeeping until opened at a later date. All technical proposals will be evaluated prior to opening any cost proposal. Upon completion of the technical evaluation, the cost proposals of those Vendors whose technical proposals have been deemed acceptable will be publicly opened. The total cost offered by each firm will be tabulated and become a matter of public record. Interested parties are cautioned that these costs and their components are subject to further evaluation for completeness and correctness and therefore may not be an exact indicator of a Vendor’s pricing position. At their sole option, the evaluators may request oral presentations or discussion with any or all Vendors for the purpose of clarification or to amplify the materials presented in any part of the proposal. Vendors are cautioned, however, that the evaluators are not required to request presentations or other clarification—and often do not; therefore, all proposals must be complete and reflect the most favorable terms available from the Vendor. Vendors are cautioned that this is a request for proposals, not a request to contract, and the University reserves the unqualified right to reject any and all offers at any time if such rejection is deemed to be in the best interest of the University. The University reserves the right to reject all original offers and request one or more of the Vendors submitting proposals to submit best and final offers (BAFOs), prepared in collaboration with the University after the initial responses to the RFP have been evaluated. 3.3 EVALUATION CRITERIA All qualified proposals will be evaluated and award made based on the following criteria considered, to result in an award most advantageous to the State: Evaluation criteria that will be used are as follows, listed in no particular order: Evaluation Criteria Scoring Total Points Customer Service 30 Financial Proposal 40 Project team qualifications and experience 20 Technology and Information Management 30 Travel Service Fulfillment 50 Implementation strategy / plan 20 Client references 10 Total Points 200 Proposals will be scored by the selection committee using this method. Please note that the selection committee reserves the right to choose a list of finalists for proposals. If this option is exercised by the committee, all finalists will be required to make a live presentation to the committee. An additional number of scoring points will be identified by the committee and will be used by the committee members to score the presentations. This option, if used, will be detailed by the committee to the finalists, similar to the “Proposal Scoring Factor” section above. Due to availability of University staff resources, only finalists may be notified by the University of the status of their proposals. 4.0 REQUIREMENTS This Section lists the requirements related to this RFP. By submitting a proposal the Vendor agrees to meet all stated requirements in this Section as well as any other specifications, requirements and terms and conditions stated in this RFP. If a Vendor is unclear about a requirement or specification or believes a change to a requirement would allow 9 for the University to receive a better proposal, the Vendor is urged and cautioned to submit these items in the form of a question during the question and answer period in accordance with Section 2.4. 4.1 CONTRACT TERM This contract shall be binding on both parties for a three (3) year period beginning on the date of contract award. The University shall have the option of extending the contract for seven (7) additional one (1) year terms. The University shall give the Vendor written notice of its intent to renew no less than ninety (90) calendar days prior to the expiration and if the University elects to renew, the terms of said renewal shall be specified in writing as part of the written notice. Vendor shall respond within thirty (30) calendar days of this notice with any exceptions or changes to the original contract terms. The exceptions shall be negotiated between the University and the Vendor during the remaining sixty (60) calendar days of the notice period. If there are no exceptions taken or, upon mutual contract of the parties concerning renewal terms, the Vendor shall sign the renewal notice and send it back to the University. The total term of this contract, including all renewals, shall not exceed ten (10) years. 4.2 PRICING Proposal price shall constitute the total cost to End User Department for complete performance in accordance with the requirements and specifications herein, including all applicable charges for handling, administrative and other similar fees. Vendor shall not invoice for any amounts not specifically allowed for in this RFP. Complete ATTACHMENT C: PRICING FORM and include in Proposal. 4.3 INVOICES a) Invoices must be submitted to the End User Department at the following address: University of North Carolina at Chapel Hill 104 Airport Drive, CB#1220 Chapel Hill, NC 27599-1220 b) Invoices should bear the purchase order number to ensure prompt payment. The Vendor’s failure to include the correct purchase order number may cause delay in payment. 4.4 REFERENCES Vendors shall provide at least three (3) references for which your company has provided services of similar size and scope to that proposed herein. Include a description of the services provided. 5.0 SCOPE OF WORK 5.1 GENERAL The University of North Carolina at Chapel Hill (University) is a public university in North Carolina and is the flagship institution of the UNC System. The University employs approximately 13,000 Faculty and Staff supporting an enrollment exceeding 30,000 students. The University is a top national research university with over $1 Billion in annual research expenditures. To date, the University has never had a formalized, travel management program for purchasing travel related services, airline tickets, car rentals, hotels. Travel Services have traditionally been provided by an informal mix of travel agencies in a decentralized, non-mandated environment. The University currently purchases airfare and other travel services from four local agencies, utilizing ghost cards issued by Bank of America for airfare only. Airfare and other travel services are also purchased by the travelers directly through the travel provider or through other third-party travel vendors. 10 In 2019, the University’s total spend for airfare (not including Athletics Travel) was in excess of $12 million. This estimated amount is not a guaranteed dollar volume for future purchases. The University is not able to guarantee any specific dollar volume on this agreement and will not commit to an agreement that requires any financial penalties. The awarded vendor will be required to provide service under a resulting award regardless of actual spend. The University recently contracted with Concur Technologies, Inc. to provide a travel authorization and expense management solution. The University is preparing to launch Concur Request and Concur Expense in early 2021. The University has not contracted with Concur to provide Concur Travel; we do not own the Concur Online Booking Tool. The University is also preparing to launch an individual Travel & Expense (T&E) Card for its travelers, issued by Bank of America. The card will be utilized to purchase allowable travel and business entertainment expenses and will be rolled out alongside the Concur tools. 5.2 OBJECTIVES The University’s goal is to consolidate travel management companies for ease of program management and reporting. We are seeking to establish a long-term, mutually beneficial agreement with a travel management partner to reduce travel costs over time via travel spend management and ensure a consistent and high level of service for University travelers. Respondents must be able to offer both full-service and online travel service fulfillment and must be able to integrate with the University’s expense management software and ERP. The University intends to offer a single award upon completion of the RFP process. However, the University reserves the right to grant a dual award or a multiple award, at its sole discretion, if the University determines it is in its best interests. To provide further background information to help with your response, the following distinct traveler groups were identified, and these groups have both shared and unique requirements. Each group may be comprised of some or all of the following traveler types: Faculty, Staff, Students, and Guests. • In-State Travelers: These travelers are primarily driving within North Carolina. The primary cost is mileage. Rental cars, tolls, food, and lodging are lesser portions of the overall travel cost. • Infrequent Out-of-State Travelers: These travelers attend out-of-state events such as professional development or association conferences, accreditation training, and/or academic meetings once or twice a year. Event organizers often obtain group rates for lodging and food. Discounts for early registration may be provided. This may involve foreign travel. • Frequent Out-of-State Travelers: These travelers take multiple trips through the year for activity such as consulting engagements, academic presentations, and research. Travel is often supported by external grants or other restricted funds and may have specific requirements. This may also involve foreign travel to challenging locations with unique requirements. • Group Travelers: Student groups travel as part of courses, volunteer activity, and/or University-sponsored events. A single staff member typically books group travel. Trip arrangements may involve travel agents and/or companies who specialize in student or group travel. Group travel may have specific requirements for items such as insurance, and special ground transportation (vans, buses). • Other Travelers: Non-University travelers may have their travel expenses covered if related to University business. Examples include candidate interviews, guest lecturers, researchers, and some students. Guest travel is generally reimbursed using the same process as university employees. 5.3 RFP TIMELINE Issue RFP – September 2020 Award RFP and finalize contract negotiations – December 2020 Start Implementation Process – January 2021 Launch solution – April/May 2021 11 5.4 SERVICE MODEL QUESTIONS Item # Yes/No Explain Agency Information 1.01 Overview: Provide a brief description of the agency including history, years in business, total annual sales, and overview of client base, with a focus on experience with higher education institutions. 1.02 Contact: Provide the name, title, e-mail, and telephone number of primary contact(s) for the Travel Agency regarding this RFP. 1.03 Location(s): Describe your office locations and types (full service, on-site, etc.), including affiliate relationships. Please include any branch office locations within the State of North Carolina. 1.04 Agency size: Identify the total number of employees who work for your agency. 1.05 Sales Volume: Provide specific sales volume for the prior year for these market segments: total sales in corporate travel; leisure travel; group, meetings, and incentive travel; international travel; domestic travel. 1.06 Identify the number of higher education business accounts the Travel Agency has, by size, such as greater than $10 million, $7-10 million, $5-7 million, $2-5 million, and less than $2 million. 1.07 VIP Services: Describe how your VIP services are provided in a higher education environment for executives and top travelers. Please specify in the cost section if this is an add-on service. 1.08 Describe the qualities that differentiate your agency from your competition. 1.09 Awards & Certifications: Provide a list of any awards, certifications, etc. that your agency has received in the past four (4) years providing travel services. Please include awards/certifications received by the agency, and not for an individual employee. 1.10 References: Provide references from three (3) higher-education institutions of comparable size and travel profile to the University. References should be responsible for managing the business relationship between their institution and your company. Please provide: Institution name, contact name, title, email, phone number, size of organization, and total dollar and transaction volume. Account Management and Supplier Management 2.01 Account Management: Describe your organization’s account management hierarchy. Who will be responsible locally, regionally, and/or nationally for this account? Please provide specific 12 names, titles, locations, and phone numbers. Will each of these resources be exclusively assigned to the University’s account? If not, how many other accounts will they support? 2.02 Account Manager: For the Account Manager identified in 2.01, please provide their resume, years of experience, and responsibilities. 2.03 Service Model: Describe, based on the University’s requirements, your service configuration recommendations, including how many Dedicated and/or Designated Agent(s) would be provided. 2.04 Account Support: Describe how your organization will provide training and continuous support for the University Agent(s) to ensure they are aware of the University’s policies, procedures, and travel program goals. 2.05 Backup/Overflow Assistance: Describe your plan for backup assistance covering unexpectedly high volume and absences. 2.06 University Work Hours: Please confirm the ability of the Dedicated/Designated Agent(s) to be available to work during the regular University business hours of operation, 8:00 AM to 5:00 PM Eastern Time, Monday thru Friday. 2.07 After Hours: Describe the ability to provide the University with 24 hour/7 day per week/365 days per year service via a toll-free number. Please advise what times are considered “after hours” and please advise if any fees are associated with “after hours” calls. 2.08 Communication: Describe your communication and service strategy including how you will communicate to University on internal changes, new processes/procedures, issue identification, problem resolution, industry updates, business planning, and supplier management. 2.09 Contingency Plan: Describe your company contingency plan in case of a catastrophe impacting the office and/or technology serving the University. 2.10 Senior Involvement: Describe your senior management involvement in the University account. 2.11 Business Reviews: Describe your Agency’s process and frequency for conducting business reviews with your clients. 2.12 Describe your process for ensuring strategic alignment and planning with the University and measurement of success of the travel program and TMC performance including monthly, quarterly and annual business reviews. Implementation Plan 3.01 Implementation Plan: Provide a high-level implementation plan that describes how your agency will provide service to the University while 13 ensuring a seamless transition from the current agencies. Outline all major action items for all parties involved with the implementation. Please include an estimated timeline, any additional account support representatives, key tasks, etc. 3.02 Resources: Identify the resources that will be assigned by your company to the University throughout the transition/implementation process. Please include if each of these resources will be exclusively assigned to the University for implementation. 3.03 Transition: Describe how your agency will provide a smooth and orderly transition from our existing travel services providers to ensure minimal disruption and to avoid any decline in service to University travelers/arrangers. 3.04 Provide an example of how you have successfully implemented another client with requirements similar to the University. Indicate how you provided support to the client to facilitate change in its environment(s). Please include any examples of marketing collateral you would provide to the University during implementation and startup. 3.05 University Training: Describe how you will identify, implement, and train travelers and travel planners, both at startup and on an ongoing basis. 3.06 Communication: Describe how you will facilitate clear and effective communication between your agency and the University. 3.07 Risks/Challenges: Describe any risks or challenges you have experienced during implementations for your other customers. Please include how you intend to mitigate these risks if you are the awarded vendor. 3.08 Travel Program Adoption: Describe your experience with implementing a new travel program including your philosophy on encouraging and achieving best-in-class traveler adoption in a non-mandated environment. And achievement of best-in-class booking adoption of simple itinerary travel reservations. Quality Management 4.01 Monitoring User Satisfaction: Describe your approach to monitoring satisfaction with your service, quality, and pricing for University. 4.02 Service level commitments: Describe your service level commitments including response time, phone quality, average speed of answer, reservation accuracy/error ratio, and productivity. 4.03 Performance Monitoring/Customer Service: Describe your internal process for monitoring the performance of the agents assigned to this account to ensure that quality and productivity standards are met. Describe your procedures for ensuring quality control in reservations and ticketing. 14 Please address such issues as telephone answering quality, route construction, and lowest fare. 4.04 What are your performance standards with respect to resolving service issues? Who owns this process? Who is responsible for responding to the customer? 4.05 Tracking: Describe how service issues and errors are tracked and analyzed for process improvement. 4.06 Service Performance Agreement: Provide a Service Performance Agreement which your agency would be willing to enter into. Please include proposed service standard criteria and penalties for poor performance. Payments and Invoicing 5.01 Method of Payment: The University may utilize multiple forms of payment including Purchasing Cards (P-Cards), T&E Cards, Ghost Cards, Virtual Cards, Personal Charge Cards, Personal Debit Cards, and/or single use accounts. Please indicate which payment methods the online booking tool and the live agents can support. 5.02 Identify which nationally branded charge cards are accepted for payment by both the online booking tool and live agents (i.e. MasterCard, Visa, American Express, Discover, etc.) 5.03 Describe the online booking tool’s ability to “lock out” specific series of charge cards to prevent improper use. 5.04 Invoices: Provide a sample invoice for an individual trip for review. Invoices must include a breakdown of all rates, taxes, surcharges, and fees. Discounts and Negotiations 6.01 Airline discount programs: Describe your existing airline contracts and discounts that will be available to University travelers. 6.02 Hotel programs: Describe your existing hotel discount programs that will be available to University travelers. 6.03 Ground transportation: Describe any relationships with ground transportation providers that may be beneficial to the University. 6.04 Airline Charters: Describe any relationships with air charter companies that may be beneficial to the University. Please include the qualifications and standards that your agency applies when selecting a charter company. 6.05 Consortia: Provide the name and describe your consortia or affiliate relationships which may provide discounts for travel services. Online Booking Tool & Agent-Assisted Reservations 7.01 OBT: Describe the online booking tool proposed including its name, whether the agency is the owner of the tool or if they are a licensed user. Please include an overview of the services available through your proposed OBT. 15 7.02 GDS: Identify the GDS and providers’ web pages that the proposed tool interfaces with. 7.03 Non-GDS Bookings: Describe the OBT’s ability to offer non-GDS subscribing carriers (i.e. Southwest) and any special web fares. Please include how data not booked through the GDS is captured and reported. 7.04 Customization: Describe to what extent the look of the OBT can be customized, including the layout, typeface, logos, and colors of the interface. 7.05 University Messaging: Describe the OBT’s ability to configure and display University custom messages or news alerts. 7.06 Expense Management: Describe how the OBT can integrate with the University’s expense management technology, Concur. 7.07 System Users: Describe the types of user roles that are available for the OBT. User roles which are required include: Traveler, Travel Arranger, Approver, Admin, and Guest. 7.08 User profiles: Describe how you will obtain and maintain user profile information. Please include a list of fields that the user profiles will capture. 7.09 Travel Arranger Access: Identify the fields that an Authorized Travel Arranger will be able to access and update in a traveler’s user profile. 7.10 Profile Access: Describe how University Agents will access traveler’s profiles. 7.11 Policy Compliance: Describe how the University’s travel policies are configured. Please include your procedures to ensure traveler compliance as well as how policy exceptions are tracked and reported. 7.12 Support Materials: Describe online adoption support materials and tools which you can provide to assist the University in increasing adoption of the OBT. 7.13 Technical Assistance: Describe your process for assisting users who may be disabled or are unable to access the OBT. Please include any additional/alternative forms of communication. 7.14 Unused Tickets: Describe your system to manage and utilize the University’s unused tickets. 7.15 Voids and Refunds: Describe your process for voids and refunds. Please include your processing turnaround time. 7.16 Fare Monitoring: Describe any fare monitoring technology or process which your agency can provide. Please include if your agency offers a low fare guarantee and describe that process. 7.17 Quality Control: Describe what quality control processes happen at the time of reservation; between reservation and ticketing; between ticketing and departure; between departure and final return. 7.18 Mobile Apps: Describe any means for utilizing 16 mobile apps for reservations, itineraries, travel alerts, traveler communication, customer service, etc. Reservation Process 8.01 Describe your process for issuing domestic and international reservations and ticket/itinerary production and distribution; paper and electronic format. (both live-agent and OBT) 8.02 Describe your abilities regarding booking hotel, car rentals, and ground transportation reservations. (both live-agent and OBT) 8.03 Describe the process required to change a booked itinerary, including the process for changes to airfare and car rental components. (both live-agent and OBT) 8.04 Provide timelines that commit turnaround times of requests from first contact, through reservation/booking and until ticket and itinerary is receive by the University traveler. (both live-agent and OBT) 8.05 Describe your ability to configure vendor discounts in the system so these are automatically applied. 8.06 Describe your ability to obtain the best rates and or negotiated discounts on hotel reservations, car rentals, and ground transportation reservations at the time of booking. (both live-agent and OBT) 8.07 Describe the process for changes/reissues of tickets and reservations. (both live-agent and OBT) 8.08 Provide process flow for notifying travelers when reservations are changed by a carrier/rental car company/hotel. 8.09 Describe your ability to provide annual/semi- annual audit of GDS hotel rates in the system. Please include the types of reporting you will provide to the University regarding hotel rate audits. International Travel 9.01 Describe what information is provided to travelers related to their destination(s) including need for a passport, visa, and vaccinations. (both live-agent and OBT) 9.02 Describe agency ability to provide competitive faring of international itineraries. Please include a description of international rate desk services; location of rate desk; response standards of rate desk (acknowledgement, response and turnaround times). Also include who is responsible for performing this function. 9.03 Identify if your agency utilizes the services of a consolidator for international travel. Please include the consolidators that are utilized and what services may be provided from a consolidator. 9.04 Describe your third-party services for International Travelers including visa/passport services. 9.05 Fly America Act: Describe your ability to assist the 17 University in complying with the Fly America Act for international travel on sponsored funds. Please include compliance with the Open Skies Agreements as well. (both live-agent and OBT) Group Travel and Study Abroad 10.01 Group Travel: Describe the proposed methodology for arranging group travel. Please include how many travelers constitutes a group and if group travel can be booked through the online booking tool. 10.02 Group Airfare: Describe your experience booking group airfare. Please include steps take to ensure the lowest fare available is booked. 10.03 Group Hotel and Charter Bus: Describe your experience in booking these two specific services. Please include steps taken to ensure the lowest cost alternatives are obtained. 10.04 Provide a sample itinerary for group travel. 10.05 International Trips for Study Abroad: Describe your experience and capability with organizing study abroad trips. Include information on recent activity regarding group size, destination(s), and an overview of the services provided. Additional Support Services 11.01 Describe your ability to secure special airline services for travelers, including seat clearance in preferred seating areas; automated frequent flyer upgrades processing. Please including how these value-added services will be tracked. 11.02 Meeting Management Services: Describe your meeting management services including meeting location/hotel sourcing; meeting/hotel room registrations; facilitation and coordination of large group bookings. 11.03 Duty of Care: Describe your Duty of Care Solution including your ability to identify, locate, assist, and extract travelers. Please include the process to communicate with the University and to assist 24/7/365 as needed. 11.04 Duty of Care Integration: if the University chooses to provide their own Duty of Care system, describe how the data from the Travel Agency can be integrated with the Duty of Care system. 11.05 Risk Data Integration: Describe your capabilities to integrate with third-party risk management solutions, such as International SOS. 11.06 University Guest Travel: Describe how guest travel is handled when the University is paying for the travel. 11.07 Employee Guest Travel: Describe how employee’s guest travel is handled when the employee’s travel is paid by the University, but the guest’s travel is not paid by the University. Please include how all travelers could be booked together. 11.08 Additional User Benefits: Describe any additional 18 benefits that travelers will obtain by utilizing the online booking tool. Please include if bookings will include any additional travel insurance, emergency assistance, etc. 11.09 Leisure Travel: The University does not currently offer leisure travel services to our travelers. While not a requirement of this RFP, describe how you might help implement and facilitate a leisure travel program. Please include any benefits to the Travel Agency, the University, and the traveler. Agency Reporting and Technology 12.01 Describe your management reporting system and tools. Please include how access to this system is controlled and what file formats/delivery options are available. 12.02 Provide samples of all reports that you feel are applicable and that reflect your agency’s reporting capabilities. Please be sure to include: fare savings and exceptions reports, unused ticket reports, individual traveler reports, vendor reports, and air/hotel/ground transportation geographic reports. 12.03 Ad-Hoc Reporting: Describe the online ad-hoc reporting capabilities which the University would have access to. Please include samples of the types of reports which can be created. 12.04 Point-of-Sale: Describe your point-of-sale technology beyond the online booking tool. 12.05 Back-Office: Identify the back-office accounting system which your agency uses. Please include a description of its capabilities. 12.06 Data Security: Describe your company’s PCI compliance efforts. Please provide a copy of your agency’s Service Organization Control (SOC) 2 Report. 12.07 Contingency Plans: Describe any contingency plans in effect in the event of a data breach. Please include methods used to protect the online booking tool from data breaches and what resolutions would be provided to individuals involved in a data breach. 12.08 Technology Integration: Describe your abilities to integrate with the University’s ERP (PeopleSoft) and other travel technology solutions (such as Terra Dotta). 12.09 SSO: Describe the capabilities of your online book tool to utilize a University-provided authentication tool. Training 13.01 Online Training: Describe online training which is available on how to use the proposed online booking tool. Please include how the training is created and facilitated. 13.02 Other Training: Identify the number and types of other trainings available to the University. 19 5.5 PROJECT ORGANIZATION; PERSONNEL Vendor shall describe the organizational and operational structure it proposes to utilize for the work described in this RFP, and identify the responsibilities to be assigned to each person Vendor proposes to staff the work. Vendor shall provide information as to the qualifications and experience of the personnel to be assigned to this project, including resumes citing experience with similar projects. 5.6 TECHNICAL APPROACH Vendor’s proposal shall include, in narrative, outline, and/or graph form the Vendor's approach to accomplishing the tasks outlined in the Scope of Work section of this RFP. A description of each task and deliverable and the schedule for accomplishing each shall be included. The remainder of this page is intentionally left blank Attachments to this RFP begin on the next page. 20 ATTACHMENT A: INSTRUCTIONS TO VENDORS 1. READ, REVIEW AND COMPLY: It shall be the Vendor’s responsibility to read this entire document, review all enclosures and attachments, and any addenda thereto, and comply with all requirements specified herein, regardless of whether appearing in these Instructions to Vendors or elsewhere in this RFP document. 2. LATE PROPOSALS: Late proposals, regardless of cause, will not be opened or considered, and will automatically be disqualified from further consideration. It shall be the Vendor’s sole responsibility to ensure delivery at the designated office by the designated time. 3. ACCEPTANCE AND REJECTION: The University reserves the right to reject any and all proposals, to waive any informality in proposals and, unless otherwise specified by the Vendor, to accept any item in the proposal. If either a unit price or an extended price is obviously in error and the other is obviously correct, the incorrect price will be disregarded. 4. BASIS FOR REJECTION: Pursuant to 01 NCAC 05B .0501, the University reserves the right to reject any and all offers, in whole or in part, by deeming the offer unsatisfactory as to quality or quantity, delivery, price or service offered, non-compliance with the requirements or intent of this solicitation, lack of competitiveness, error(s) in specifications or indications that revision would be advantageous to the University, cancellation or other changes in the intended project or any other determination that the proposed requirement is no longer needed, limitation or lack of available funds, circumstances that prevent determination of the best offer, or any other determination that rejection would be in the best interest of the University. 5. EXECUTION: Failure to sign EXECUTION PAGE in the indicated space will render proposal non- responsive, and it shall be rejected. 6. ORDER OF PRECEDENCE: In cases of conflict between specific provisions in this solicitation or in any contract arising from it, the order of precedence shall be (high to low) (1) any special terms and conditions specific to this RFP, including any negotiated terms; (2) requirements and specifications in Sections 4, 5 and 6 of this RFP; (3) University Contract Terms and Conditions attached as ATTACHMENT B; (4) Instructions in ATTACHMENT A: INSTRUCTIONS TO VENDORS; and (5) Vendor’s Proposal. 7. INFORMATION AND DESCRIPTIVE LITERATURE: Vendor shall furnish all information requested and in the spaces provided in this document. Further, if required elsewhere in this proposal, each Vendor must submit with their proposal sketches, descriptive literature and/or complete specifications covering the products offered. Reference to literature submitted with a previous proposal or available elsewhere will not satisfy this provision. Proposals that do not comply with these requirements shall be subject to rejection. 8. SUSTAINABILITY: To support the sustainability efforts of the State of North Carolina we solicit your cooperation in this effort. Pursuant to Executive Order 156 (1999), it is desirable that all responses meet the following: • All copies of the proposal are printed double sided. • All submittals and copies are printed on recycled paper with a minimum post-consumer content of 30%. • Unless absolutely necessary, all proposals and copies should minimize or eliminate use of non-recyclable or non-reusable materials such as plastic report covers, plastic dividers, vinyl sleeves, and GBC binding. Three-ringed binders, glued materials, paper clips, and staples are acceptable. • Materials should be submitted in a format which allows for easy removal, filing and/or recycling of paper and binder materials. Use of oversized paper is strongly discouraged unless necessary for clarity or legibility. 21 9. HISTORICALLY UNDERUTILIZED BUSINESSES: Pursuant to General Statute §143-48 and Executive Order #150 (1999), the University 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. 10. RECIPROCAL PREFERENCE: G.S. §143-59 establishes a reciprocal preference requirement to discourage other states from favoring their own resident Vendors by applying percentage increases to any proposal by a North Carolina resident Vendor. The “Principal Place of Business” is defined as the principal place from which the trade or business of the Vendor is directed or managed. 11. CONFIDENTIAL INFORMATION: To the extent permitted by applicable statutes and rules, the University will maintain confidential trade secrets that the Vendor does not wish disclosed. As a condition to confidential treatment, each page containing trade secret information shall be identified in boldface at the top and bottom as “CONFIDENTIAL” by the Vendor, with specific trade secret information enclosed in boxes or similar indication. Cost information shall not be deemed confidential under any circumstances. Regardless of what a Vendor may label as a trade secret, the determination whether it is or is not entitled to protection will be determined in accordance with G.S. §132-1.2. Any material labeled as confidential constitutes a representation by the Vendor that it has made a reasonable effort in good faith to determine that such material is, in fact, a trade secret under G.S. §132-1.2. Vendors are urged and cautioned to limit the marking of information as a trade secret or as confidential so far as is possible. 12. PROTEST PROCEDURES: When a Vendor wishes to protest the award of a contract resulting from this solicitation, the Vendor shall submit a written request addressed to the University purchasing officer that issued the award. The protest request must be received in the proper office within thirty (30) consecutive calendar days from the date of the contract award. Protest letters shall contain specific grounds and reasons for the protest, how the protesting party was harmed by the award made and any documentation providing support for the protesting party’s claims. Note: A contract award notice (purchase order) is sent only to the Vendor actually awarded the contract, and not to every person or firm responding to a solicitation. All protests will be handled pursuant to the North Carolina Administrative Code, 01 NCAC 05B .1519. 13. MISCELLANEOUS: The singular of any word or phrase shall be read to include the plural and vice versa. 14. COMMUNICATIONS BY VENDORS: In submitting its proposal, the Vendor agrees not to discuss or otherwise reveal the contents of its proposal to any source, government or private, outside of the University until after the award of the contract or cancellation of this RFP. All Vendors are forbidden from having any communications with the University, or any other representative of the University concerning the solicitation, during the evaluation of the proposals (i.e., after the public opening of the proposals and before the award of the contract), unless the University directly contacts the Vendor(s) for purposes of seeking clarification or another reason permitted by the solicitation. A Vendor shall not: (a) transmit to the University any information commenting on the ability or qualifications of any other Vendor to provide the advertised good, equipment, commodity; (b) identify defects, errors and/or omissions in any other Vendor’s proposal and/or prices at any time during the procurement process; and/or (c) engage in or attempt any other communication or conduct that could influence the evaluation and/or award of the contract that is the subject of this RFP. Vendors not in compliance with this provision may be disqualified, at the option of the University, from the contract award. Only those communications with the University authorized by this RFP are permitted. 15. WITHDRAWAL OF PROPOSAL: a Proposal may be withdrawn only in writing and actually received by the office issuing the RFP prior to the time for the opening of Proposals identified on the cover page of this RFP (or such later date included in an Addendum to the RFP). A withdrawal request must be on Vendor’s letterhead and signed by an official of the Vendor authorized to make such request. Any withdrawal request made after the opening of Proposals shall be allowed only for good cause shown and in the sole discretion of the Division of Purchase and Contract. 16. INFORMAL COMMENTS: The University shall not be bound by informal explanations, instructions or 22 information given at any time by anyone on behalf of the University during the competitive process or after award. The University is bound only by information provided in this RFP and in formal Addenda issued through IPS. 17. COST FOR PROPOSAL PREPARATION: Any costs incurred by Vendor in preparing or submitting offers are the Vendor’s sole responsibility; the University of North Carolina at Chapel Hill will not reimburse any Vendor for any costs incurred prior to award. 18. VENDOR’S REPRESENTATIVE: Each Vendor 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. 19. SUBCONTRACTING: Unless expressly prohibited, a Vendor may propose to subcontract portions of the work to identified subcontractor(s), provided that its proposal clearly describe what work it plans to subcontract and that Vendor includes in its proposal all information regarding employees, business experience, etc. for each proposed subcontractor that is required to be provided for Vendor itself. 20. INSPECTION AT VENDOR’S SITE: The University reserves the right to inspect, at a reasonable time, the equipment/item, plant or other facilities of a prospective Vendor prior to contract award, and during the contract term as necessary for the University determination that such equipment/item, plant or other facilities conform with the specifications/requirements and are adequate and suitable for the proper and effective performance of the contract. This Space is Intentionally Left Blank 23 ATTACHMENT B: LOCATION OF WORKERS UTILIZED BY VENDOR In accordance with NC General Statute §143-59.4, the Vendor shall detail the location(s) at which performance will occur, as well as the manner in which it intends to utilize resources or workers outside of the United States in the performance of this contract. The University will evaluate the additional risks, costs, and other factors associated with such utilization prior to making an award. Please complete items a, b, and c below. If the Vendor answered “YES” above, Vendor must complete items 1 and 2 below: 1. List the location(s) outside the United States where work under this contract will be performed by the Vendor, any subcontractors, employees, or other persons performing work under the contract: 2. Describe the corporate structure and location of corporate employees and activities of the Vendor, its affiliates or any other subcontractors that will perform work outside the U.S.: c) Identify all U.S. locations at which performance will occur: This Space is Intentionally Left Blank a) Will any work under this contract be performed outside the United States? YES NO b) The Vendor agrees to provide notice, in writing to the University, of the relocation of the Vendor, employees of the Vendor, subcontractors of the Vendor, or other persons performing services under the contract outside of the United States YES NO NOTE: All Vendor personnel and subcontractor personnel providing call or contact center services to the University of North Carolina at Chapel Hill under the contract shall disclose to inbound callers the location from which the call or contact center services are being provided. 24 ATTACHMENT C: PRICING Submit a detailed cost proposal for providing the services identified in the table below. Vendors should provide a single dollar amount in each of the fields requested and indicate “N/A” if a service is not available/applicable. If a service which a Vendor is able to provide is not listed in the table provided below, the vendor may include additional fields clearly describing the additional service(s). For Services Booked through the Proposed Online Booking Tool For Services Booked through Call Center/Travel Agent Assisted Service Description Individual Group Individual Group Domestic airline ticket Domestic airline ticket – Non-GDS Domestic airline ticket refund Domestic airline ticket exchange Domestic airline ticket void Domestic airline ticket cancellation Reissue a domestic airline ticket Domestic ticket upgrade or mileage certificate processed Applying an unused ticket credit to a new reservation - Domestic International airline ticket International airline ticket – Non- GDS International airline ticket refund International airline ticket exchange International airline ticket void International airline ticket cancellation Reissue an international airline ticket International ticket upgrade or mileage certificate processed Applying an unused ticket credit to a new reservation – International Rail ticket – Domestic Rail ticket – International Domestic hotel reservation only International hotel reservation only Domestic car rental reservation only International car rental reservation only Domestic ground transportation reservation only International ground transportation reservation only Change or cancellation with a travel agent for services purchased through the OBT Assistance with purchase of services begun in the OBT but completed with a travel agent. 25 Alternate Pricing All vendors must submit the above financial proposal for evaluation purposes. However, we welcome innovative and non-standard approaches to proposed financial arrangements in the provision of services under this RFP. Completion of the pricing table above is required, but vendors are encouraged to submit alternative pricing models so long as they meet the submission requirements contained in this RFP. {00000223.DOC 12} 1 Revised Jan. 2016 THE UNIVERSITY OF NORTH CAROLINA AT CHAPEL HILL GENERAL TERMS AND CONDITIONS FOR PROCUREMENT OF COMMODITIES AND SERVICES 1. DEFINITIONS. As used herein, (a) “Agreement” or “Contract” means these General Terms and Conditions for Procurement of Commodities and Services and incorporating the University’s Purchase Order and any Statement of Work executed by the Parties under this Agreement. (b) “Parties” means the University and the Vendor (each, individually, a “Party”). (c) “Products” means all equipment, merchandise, hardware, goods, and documentation to be delivered hereunder to University by Vendor in accordance with the Solicitation Document and/or Purchase Order(s), as applicable. (d) “Purchase Order” means the document used by the University to order Products and/or any type of Service provided by Vendor in sufficient detail to allow Vendor to accept and accurately fulfill the University’s order, and including terms describing price, quantity, invoicing and delivery addresses, and purchasing agent contact information. (e) “Services” means all services to be performed by Vendor for University under this Agreement, the Solicitation Document, and/or the Purchase Order(s), as applicable. (f) “Solicitation Document” means the University’s request for proposal, request for information, invitation for bid, and/or other solicitation document issued by the University to solicit offers for the Products and Services. (g) “Statement of Work” means a document that defines, for each project under this Agreement, the (1) work activities to be performed by Vendor, (2) payment rates, (3) additional payment terms (if any), (4) Products and/or Services, (5) work schedule governing Vendor’s provision of Services, and any other relevant information the Parties wish to include. (h) “University” means The University of North Carolina at Chapel Hill and its successors and assigns. (i) “Vendor” means the Party providing the Products and/or Services to the University under this Agreement, and its successors and assigns. 2. PAYMENT TERMS. (j) Terms. All invoices shall be submitted to the University’s Systems and Operations Department unless otherwise instructed on the face of the Purchase Order. Payment terms are net thirty (30) days after the University’s receipt of a correct invoice or acceptance of the Services, whichever is later. (k) Payment to third party. Upon written request approved by the University and solely as a convenience to the Vendor, the University may: (i) forward the Vendor's payment check directly to any person or entity designated by the Vendor, and (ii) include any person or entity designated by Vendor as a joint payee on the Vendor's payment check. In no event shall such approval and action obligate the University to anyone other than the Vendor and the Vendor shall remain responsible for fulfillment of all contract obligations. 3. TAXES. Any applicable taxes shall be invoiced as a separate item. Invoices shall not include North Carolina Sales & Use Tax. The University is exempt from North Carolina Sales & Use Tax for all qualifying purchases. The University’s North Carolina Sales & Use Tax exemption number is 400028. The University shall not be responsible for income or property taxes which are responsibility of the Vendor. 4. TRANSPORTATION OF PRODUCTS. Transportation of Products shall be FOB Destination unless otherwise specified in the Solicitation Document or Purchase Order. Freight, handling, hazardous material charges, and distribution and installation charges shall be included in the total price of each item. Any additional charges shall not be honored for payment unless authorized in writing by the University. In cases where parties, other than the Vendor ship materials against this order, the shipper must be instructed to show the Purchase Order number on all packages and shipping manifests to ensure proper identification and payment of invoices. A complete packing list must accompany each shipment. 5. STANDARDS. (a) Manufacturing Requirements. All manufactured items and/or fabricated assemblies subject to operation under pressure, operation by connection to an electric source, or operation involving a connection to a manufactured, natural; or LP gas source shall be constructed and approved in a manner acceptable to the appropriate state inspector which customarily requires the label or re-examination listing or identification marking of appropriate safety standard organization; such as the American Society of Mechanical Engineers for pressure vessels; the Underwriters Laboratories and/or National Electrical Manufacturers' Association for electrically operated assemblies; or the American Gas Association for gas operated assemblies, where such approvals of listings have been established for the type of device offered and furnished. Further, all items furnished shall meet all requirements of the {00000223.DOC 12} 2 Revised Jan. 2016 Occupational Safety and Health Act (OSHA), and state and federal requirements relating to clean air and water pollution. (b) Energy Star Compliance. All Products constituting electronic office equipment, including but not limited to, computers, monitors, printers, scanners, photocopy machines, and facsimile machines, shall be Energy Star compliant. If any of the Products do not satisfy Energy Star requirements, Vendor shall provide a justification statement explaining why the Products are not Energy Star compliant. (c) Quality Assurance. Vendor will provide and maintain a quality assurance system or program that includes any Products and will tender to the University only those Products that have been inspected and found to conform to the requirements of this Agreement. All manufactured items and/or fabricated assemblies comprising Products are subject to operation, certification or inspection, and accessibility requirements as required by State or federal regulation. (d) Site Preparation. Vendors shall provide the University complete site requirement specifications for the Products, to the extent applicable. These specifications shall ensure that the Products to be installed shall operate properly and efficiently within the site environment. Any subsequent alterations or modifications required to be made to the site which are directly attributable to incomplete or erroneous specifications provided by Vendor shall be made at the expense of Vendor. (e) Specifications. The apparent silence of the specifications in the Solicitation Document as to any detail concerning the Products shall be regarded as meaning that only the best commercial practice is to prevail and only material and workmanship of the first quality may be used. Unless otherwise specified in the University’s Solicitation Document, the Products shall be new and not refurbished, field-upgraded, previously opened, or otherwise used. (f) Information Security Compliance and Certifications. At all times during the term of this Agreement, Vendor shall (1) use information security best practices for transmitting and storing potentially sensitive information; (2) employ information security best practices with respect to network security techniques, including, but not limited to, firewalls, intrusion detection, and authentication protocols; (3) comply with all applicable laws and regulations regarding privacy and data security to maintain database security on any online financial transactions conducted on University’s behalf through the use of Vendor’s Software or records belonging to University that contain sensitive and confidential information; (4) provide most current Statement on Standards for Attestation Engagements (SSAE) 16 attestation at least once every 2 years; (5) maintain ISO/IEC 27000 series information security best practices; and (6) in the event Vendor is acting as a Service Provider as defined by the Payment Card Industry Data Security Standard (PCI-DSS), comply with the Payment Card Industry Data Security Standard (PCI-DSS) and provide appropriate PCI attestation documentation. The University reserves the right to conduct or request the Vendor to have an independent third party security audit performed. 6. TRAVEL EXPENSES. Unless otherwise agreed by the Parties, Vendor may be reimbursed for documented travel expenses arising under the performance of this Agreement at the out-of-state rates set forth in North Carolina General Statute §138-6; as amended from time to time. Vendor personnel whose travel expenses are to be paid or reimbursed by University funds are subject to University travel regulations, which are located at http://finance.unc.edu/services/travel/. Vendor agrees to use the lowest available airfare not requiring a weekend stay and to use the lowest available rate for rental vehicles, and to require employees to share rental vehicles whenever the Services to be provided reasonably allow. Unless otherwise agreed by the Parties, all Vendor- incurred travel expenses shall be billed on a monthly basis, shall be supported by receipt, and shall be paid by the University within thirty (30) days after invoice approval. Travel expenses exceeding the foregoing rates shall not be paid by the University unless otherwise agreed by the Parties. The University will reimburse travel allowances only for days on which the Vendor is required to be in North Carolina performing Services for which it is necessary to be on site under this Agreement. 7. OWNERSHIP OF WORK PRODUCT. Unless otherwise agreed in writing by the Parties, deliverables developed or prepared specifically for the University hereunder (the “Deliverables”) shall be deemed “works made for hire” under the federal copyright laws. Vendor hereby assigns to the University any and all rights, title and interest, including, without limitation, copyrights, trade secrets and proprietary rights to the Deliverables. To the extent the Deliverables include data, modules, components, designs, utilities, subsets, objects, processes, tools, models and specifications (“Technical Elements”) owned or developed by Vendor prior to, or independently from, its engagement hereunder, Vendor retains ownership of such Technical Elements and Vendor hereby grants to the University a perpetual, worldwide, fully paid-up limited license to use such Technical Elements for University related purposes. 8. SUBCONTRACTING. The Vendor may subcontract the performance of Services to third parties only with the prior written consent of the University. The Vendor remains solely responsible for the performance of its http://financepolicy.unc.edu/section/travel/ {00000223.DOC 12} 3 Revised Jan. 2016 subcontractors. Subcontractors, if any, shall adhere to the same regulatory obligations and standards required of the Vendor under this Agreement. 9. ASSIGNMENT. This Agreement may not be assigned by either Party without the written consent of the other Party, except that Vendor may assign this Agreement to an entity owned or controlled by Vendor upon written notice to University. For purposes of this Section, the term “assignment” includes any change in control transaction, such as a merger or acquisition of substantially all the shares or assets of a Party to this Agreement. An assignment will not relieve the assigning Party of its obligations under this Agreement. 10. QUALIFIED PERSONNEL; INTERVIEWS. For services procurements, Vendor shall ensure that qualified personnel of the Vendor will provide the Services under this Agreement in a professional manner. “Professional manner” means that the personnel performing the Services will possess the skill and competence consistent with the prevailing business standards in the applicable industry. Prior to Vendor commencing the provision of the Services and upon the University's request, the University shall have the opportunity to review resumes and conduct interviews of the personnel who Vendor proposes to deploy to provide the Services to the University. If the University is not satisfied with the proposed personnel, the University may request acceptable substitute personnel to be provided by Vendor. 11. KEY PERSONNEL. For Services procurements, Vendor shall not substitute key personnel assigned to the performance of this Agreement without prior written approval by the University’s designated contract administrator. Any desired substitution shall be noticed to the University’s contract administrator accompanied by the names and references of Vendor’s recommended substitute personnel. The University will approve or disapprove the requested substitution in a timely manner. The University may, in its sole discretion, terminate the Services of any person providing Services under this Agreement. Upon such termination, the University may request acceptable substitute personnel to be provided by Vendor. 12. CARE OF PROPERTY. Vendor agrees that it shall be responsible for the proper custody and care of any property furnished it for use in connection with the performance of this Agreement or purchased by it for this Agreement and will reimburse the University for loss of damage of such property. 13. INSPECTION AT VENDOR'S SITE. The University reserves the right to inspect, at a reasonable time, the equipment/item, plant or other facilities of a prospective vendor prior to Purchase Order award, and during the Purchase Order term as necessary for the University's determination that such equipment/item, plant or other facilities conform with the specifications/requirements and are adequate and suitable for the proper and effective performance of the Agreement. 14. CONDITION AND PACKAGING. Unless otherwise provided by special terms and conditions or specifications, it is understood and agreed that any item offered or shipped has not been sold or used for any purpose and shall be in first class condition. All containers/packaging shall be suitable for handling, storage or shipment. 15. INDEPENDENT CONTRACTOR. Vendor and its employees, officers and executives, and subcontractors, if any, shall be independent contractors and not employees or agents of the University. This Agreement shall not operate as a joint venture, partnership, trust, agency or any other business relationship. 16. INSURANCE COVERAGE. (a) Generally. Vendor’s insurance policies shall meet all laws of the State of North Carolina and shall be obtained from companies licensed or approved to do business in the State of North Carolina with an A.M. Best rating of not less than A-VII. The minimum coverage limitations indicated below shall not be interpreted as limiting Vendor’s liability and obligations under this Agreement. University shall not be deemed or construed to have assessed the risk that may be applicable to Vendor. Vendor shall assess its own risks and, if it deems appropriate, maintain higher limits and broader coverages. University shall be listed as an additional insured. Vendor will provide thirty (30) days advance notice to University, either directly or through the insurer, of any cancellation or non-renewal of a policy. The insurance policies must be written on a primary basis and any insurance or self- insurance maintained by University shall be non-contributing. (b) Commercial General Liability. Vendor, at its sole cost and expense, shall maintain Commercial General Liability (CGL) insurance (ISO form CG0001 or equivalent) with the following minimum limits of liability: (i) General Aggregate: $2,000,000; (ii) Products/Completed Operations Aggregate: $2,000,000; (iii) Personal/Advertising Injury: $1,000,000; and (iv) Each Occurrence Limit: $1,000,000. Umbrella or excess liability insurance may be used to meet the CGL coverage limit requirements. (c) Workers’ Compensation Insurance. Vendor, at its sole cost and expense, shall maintain Workers’ Compensation Insurance in accordance with the limits and terms required by the laws of North Carolina, as well as Employers' Liability coverage with minimum limits of $500,000, covering all of Vendor’s employees who are engaged in any work under this Agreement. If any work is sublet, the Vendor shall require the subcontractor to provide the same coverage for any of his employees engaged in any work under this Agreement. {00000223.DOC 12} 4 Revised Jan. 2016 (d) Automobile Liability Insurance. Vendor, at its sole cost and expense, shall maintain Automobile Liability Insurance, to include liability coverage, covering all owned, non-owned, employee non-owned, leased, and hired vehicles used in connection with this Agreement. The minimum combined single limit shall be $1,000,000 bodily injury and property damage per accident. Umbrella or excess liability insurance may be used to meet the Automobile Liability coverage limit requirements. 17. AVAILABILITY OF FUNDS. Any and all payments to the Vendor are contingent upon and subject to the availability of funds to the University for the purpose set forth in this Agreement. 18. INDEMNIFICATION AGREEMENT. Vendor shall indemnify, defend and hold harmless the University, its trustees, officers, employees and agents (collectively, “Indemnitees”) from and against any and all damages, costs, liabilities, losses and expenses incurred by Indemnitees arising from or related to (i) the Products delivered or the Services performed by Vendor; (ii) a breach of this Agreement by Vendor; or (iii) any misconduct or acts of negligence by Vendor. Vendor shall pay all royalties and license fees for third party Products it provides to the University under this Agreement. Vendor shall indemnify, defend and hold harmless University from and against any claim asserted against University alleging that the Products or Services or the use of the Products or Services by University constitutes a misappropriation of any proprietary or trade secret information or an infringement of any patent, copyright, trademark or other intellectual property right. 19. PERFORMANCE AND DEFAULT. (a) If, through any cause, the Vendor shall fail to fulfill in timely and proper manner the obligations under this Agreement, the University shall thereupon have the right to terminate this Agreement by giving written notice to the Vendor and specifying the effective date thereof. In that event, all finished or unfinished deliverable items under this Agreement prepared by the Vendor shall, at the option of the University, become the University’s property, and the Vendor shall be entitled to receive just and equitable compensation for any satisfactory work completed on such materials. Notwithstanding, the Vendor shall not be relieved of liability to the University for damages sustained by the University by virtue of any breach of this Agreement, and the University may withhold any payment due the Vendor for the purpose of setoff until such time as the exact amount of damages due the University from such breach can be determined. The University reserves the right to require a performance bond or other acceptable alternative performance guarantees from successful offeror without expense to the University. (b) In case of default by the Vendor, the University may cancel and procure the articles or Services from other sources and hold the Vendor responsible for any excess cost occasioned thereby. In addition, in the event of default by the Vendor, the University may initiate proceedings with the State of North Carolina to de-bar the Vendor from doing future business with agencies of the State of North Carolina. (c) The Vendor shall be in default if it submitted a certification for price-matching preference under Executive Order #50 and G.S. § 143-59 that was false and/or contained materially misleading or inaccurate information, and/or the Vendor failed to provide information and documentation requested by the University to substantiate Vendor’s certification. The State of North Carolina may take action against the Vendor under the False Claims Act, G.S. § 1- 605 through 1-617, inclusive, for submitting a false certification for the price-matching preference under Executive Order #50 (including but not limited to treble damages and civil penalties). 20. TERMINATION (SERVICES AND INDEFINITE QUANTITY CONTRACTS ONLY). The University may terminate this Agreement without penalty for any reason upon 30 days written notice to the Vendor. In that event, all finished or unfinished deliverable items prepared by the Vendor under this Agreement shall, at the option of the University, become its property. If this Agreement is terminated by the University as provided herein, the Vendor shall be paid for services satisfactorily completed, less payment or compensation previously made. 21. CANCELLATION (EXECUTIVE ORDER #50 CONTRACTS). A contract awarded to a North Carolina resident bidder pursuant to Executive Order #50 and G.S.143-59 may be cancelled by the University if the University determines that the bidder’s certification or information in resident bidder’s Certificate for Price- Matching Preference under Executive Order #50 is false, materially inaccurate or misleading. The Vendor shall bear all losses and liability resulting from the cancellation of the Agreement and/or Purchase Order and the Vendor shall be liable for any additional costs the University may incur by contracting with another supplier of the good or equipment. 22. FORCE MAJEURE. Neither party shall be deemed to be in default of its obligations hereunder if and so long as it is prevented from performing such obligations as a result of events beyond its reasonable control, including without limitation, fire, power failures, any act of war, riot, strikes, civil insurrection, acts of public officials, earthquake, hurricane, tornado, or other catastrophic natural event or act of God. 23. CONFIDENTIALITY; CARE OF INFORMATION. (g) Confidentiality. Any information, data, documents, studies and reports given to or prepared or assembled by the Vendor under this Agreement shall be kept as confidential and not divulged or made available to any {00000223.DOC 12} 5 Revised Jan. 2016 individual or organization without the prior written approval of the University. (h) Response to Third-party Requests for University Data. If Vendor is served with a subpoena related to University data, then, unless prohibited by law, Vendor will provide prior notice of such subpoena to the University to allow the University an opportunity to seek injunctive relief before disclosure of the information. (i) Protection of Vendor Trade Secrets under NC Public Records Act. The University will maintain the confidentiality of Vendor's “trade secrets”, in accordance with N.C. Gen. Stat. §132-1, et. seq. (the “NC Public Records Act”). Trade secrets are defined by North Carolina statute as "business or technical information, including but not limited to a formula, pattern, program, device, compilation of information, method, technique, or process that derives independent actual or potential commercial value from (i) not being generally known or readily ascertainable through independent development or reverse engineering by persons who can obtain economic value from its disclosure or use, and (ii) is the subject of efforts that are reasonable under the circumstances to maintain its secrecy." (See N.C. Gen. Stat. §66-152). Vendor shall designate the portions of the materials it delivers to the University that meet this definition of "trade secrets," or that otherwise are exempt from disclosure under the NC Public Records Act, by printing “CONFIDENTIAL” in boldface at the top and bottom of the applicable pages or sections. Under the North Carolina Administrative Code, price information shall not be deemed confidential (NCAC Title I, Chapter 5B.1501). In spite of what is labeled as confidential, the determination as to whether the information is subject to disclosure shall be determined by North Carolina law. (j) Protection of University's Sensitive and Confidential Information. Vendor shall safeguard and protect Sensitive and Confidential Information of the University in accordance with all applicable laws and regulations and consistent with ISO/IEC 27000 series information security best practices. “Sensitive and Confidential Information” means any, but not limited to, the following: “Personal Information” under the North Carolina Identity Theft Protection Act of 2005, confidential “personnel information” under the North Carolina Human Resources Act, “Protected Health Information” under the Health Insurance Portability and Accountability Act (HIPAA), student “education records” under Family Educational Rights and Privacy Act (FERPA), “customer record information” under Gramm Leach Bliley Act (GLBA), “cardholder data” as defined by the Payment Card Industry Data Security Standard (PCI-DSS), and any information protected from disclosure under the North Carolina Public Records Act. Sensitive and Confidential Information must be restricted by Vendor to those with a legitimate business need for access to such information. For purposes of illustration, Sensitive and Confidential Information may appear in research data, public safety information, financial donor information, information concerning select agents, system access passwords, information security records, and information file encryption keys. If Vendor becomes aware of a confirmed or suspected exposure of Sensitive and/or Confidential University Information, Vendor shall notify the UNC-Chapel Hill Help Desk (919-962-HELP) and ask that a “critical Remedy ticket” be created with the University’s Information Security Office. Vendor shall provide a telephone number at which the reporting party can be reached for more detail. The Help Desk takes calls 24x7x365. Vendor shall not provide any information regarding the risk to Sensitive Information or Confidential Information until contacted via telephone by a UNC-Chapel Hill incident handler. Upon being contacted by the incident handler, the Vendor agrees to provide UNC-Chapel Hill with access to any information that is pertinent to the investigation of the possible compromise of UNC-Chapel Hill’s sensitive information or mission critical system, including, but not limited to: log data, metadata and forensic images. (k) Grant of Limited Right to Use University Data. Subject to the terms and conditions of this Agreement, University grants to Vendor a non-exclusive, non-transferable, limited right to use University data received or accessed by Vendor in the course of performing services under this Agreement. All right, title and interest in the data shall remain with the University or end users, as applicable. Vendor may not access and/or duplicate the data for any reasons other than those stated herein without the prior written consent of University. (l) Limitations on Use of University Data. Vendor shall not collect, mine, save, disclose, or otherwise use any end user personal information or University data for any purpose other than to provision and support the services expressly contemplated under this Agreement. (m) FERPA Acknowledgement. If the Vendor’s Services involve the hosting or accessing of student education records, Vendor acknowledges and agrees that (i) the University has outsourced to Vendor the performance of institutional services or functions for which the University would otherwise use its own employees, (ii) Vendor is considered to be a “school official” with “legitimate educational interests” in “personally identifiable information” from “education records” of University students, as those terms have been defined under FERPA (34 CFR 99), (iii) Vendor is under the direct control of the University with respect to Vendor’s use and maintenance of data in the education records, and (iv) Vendor will abide by the limitations and requirements imposed by 34 CFR 99.33(a) on school officials. Vendor will use such data only for the purpose of fulfilling its duties under this Agreement, and will not monitor or share such data with or disclose it to any third party except as required by law, or authorized in {00000223.DOC 12} 6 Revised Jan. 2016 writing by the University. 24. IMPLEMENTATION; CONFLICTS/INCONSISTENCIES. This Agreement shall be implemented by a University Purchase Order. For purposes of construing a transaction as an integrated contract, the following shall be considered a single transaction and a legal and binding contract: (i) the University Purchase Order(s); (ii) any signed Statement of Work or other document directly related to this Agreement that has been signed by authorized representatives of both parties; (iii) the Solicitation Document; (iv) this Agreement; and (v) Vendor's technical and cost proposals submitted in response to the Solicitation Document. In the event of a conflict or inconsistency between these contract documents, the order of precedence shall be the order listed above, where clause "(i)" receives the highest priority and clause "(v)" receives the lowest priority. 25. AMENDMENTS/CONTRACT AUTHORIZATION. (a) This Agreement may not be amended orally or by performance. Any amendment, in order to be effective, must be made in written form and signed by duly authorized representatives of the University and Vendor in accordance with this section. (b) This Agreement is made subject to the shipment of quantities, qualities, and prices indicated on the Purchase Order and all conditions and instructions on the Purchase Order or the Solicitation Document, as applicable. Any changes made to this Agreement or Purchase Order proposed by the Vendor are hereby rejected unless accepted in writing by the University’s Purchasing Services Department or the Vice Chancellor for Finance and Administration. The University shall not be responsible for services or products delivered without a Purchase Order or authorization from the University’s Purchasing Services Department. In order to be effective, contracts for University purchases of goods or services exceeding $5,000 must be signed by a duly authorized officer of the University’s Purchasing Services Department, or the University’s Vice Chancellor for Finance and Administration or his/her delegate. 26. ADVERTISING. Vendor shall not use the existence of this Agreement or the name, logo, images or trademarks of the University of North Carolina at Chapel Hill as a part of any marketing or commercial advertising without prior written approval of the University. Requests to use the University’s name, logo, images or trademarks should be directed to the University’s Office of Trademarks and Licensing. (http://www.licensing.unc.edu). 27. EXPORT CONTROL CLASSIFICATION. Vendor shall not transfer or disclose to the University any equipment, information, substance or material that is controlled under the federal government's Export Administration Regulations (15 C.F.R. 730-774) or International Traffic in Arms Regulations (22 C.F.R. 120-130) (collectively, any “Export Controlled Material”) without first informing the University of the Export Controlled Material’s Export Control Classification Number (“ECCN”), or other applicable export control designation. 28. NONDISCRIMINATION. Vendor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60- 741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or appropriate inquiries regarding compensation. Vendor will take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status, disability, or appropriate inquiries regarding compensation. 29. NOTICES. Any notices required under this Agreement should be delivered to the contract administrator for each Party. Unless otherwise specified in the Solicitation Document, any notices shall be delivered in writing by U.S. Mail, commercial courier or by hand. 30. COMPLIANCE WITH LAWS. Each Party shall comply with all laws, ordinances, codes, rules, regulations, and licensing requirements that are applicable to its operations, including those of federal, state, and local agencies having jurisdiction and/or authority. 31. GOVERNING LAW AND VENUE. This Agreement is made under and shall be governed and construed in accordance with the laws of the State of North Carolina. In the event the parties are unable to resolve any dispute relating to this Agreement, the exclusive venue for any judicial action or proceeding arising out of or relating to this Agreement shall be the state or federal courts located in the State of North Carolina. 32. SEVERABILITY. In the event that a court of competent jurisdiction holds that a provision or requirement of this Agreement violates any applicable law, each such provision or requirement shall be enforced only to the extent it is not in violation of law or is not otherwise unenforceable and all other provisions and requirements of this Agreement shall remain in full force and effect. All promises, requirement, terms, conditions, provisions, representations, guarantees and warranties contained herein shall survive the expiration or termination date unless specifically provided otherwise herein, or unless superseded by applicable federal or State statute, including statutes of repose or limitation. http://www.licensing.unc.edu/ 1.0 PURPOSE 2.0 GENERAL INFORMATION 2.1 REQUEST FOR PROPOSAL DOCUMENT 2.2 INSTRUCTIONS TO VENDORS REGARDING TERMS AND CONDITIONS 2.3 RFP SCHEDULE 2.4 PROPOSAL QUESTIONS 2.5 PROPOSAL SUBMITTAL 2.6 PROPOSAL CONTENTS 2.7 ALTERNATE PROPOSALS 2.9 DEFINITIONS, ACRONYMS, AND ABBREVIATIONS 3.0 METHOD OF AWARD AND PROPOSAL EVALUATION PROCESS 3.1 METHOD OF AWARD 3.2 PROPOSAL EVALUATION PROCESS 3.3 EVALUATION CRITERIA 4.0 REQUIREMENTS 4.1 CONTRACT TERM 4.2 PRICING 4.3 INVOICES 4.4 REFERENCES 5.0 SCOPE OF WORK 5.1 GENERAL 5.2 OBJECTIVES 5.3 RFP TIMELINE 5.4 SERVICE MODEL QUESTIONS 5.5 PROJECT ORGANIZATION; PERSONNEL 5.6 TECHNICAL APPROACH ATTACHMENT A: INSTRUCTIONS TO VENDORS ATTACHMENT B: LOCATION OF WORKERS UTILIZED BY VENDOR ATTACHMENT C: PRICING ATTACHMENT D: UNIVERSITY CONTRACT TERMS AND CONDITIONS

2 W Edenton St, Raleigh, NC 27601, USALocation

Address: 2 W Edenton St, Raleigh, NC 27601, USA

Country : United StatesState : North Carolina

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