University Bookstore Management Services

STATE OF NORTH CAROLINA East Carolina University Request for Proposal #: 56-2017PDRFP University Bookstore Management Services Date of Issue: 10-30-2020 Mandatory Site Visit 11-10-2020 Proposal Opening Date: 12-04-2020 At: 10:00pm ET Direct all inquiries concerning this RFP to: Phil DePalma Purchasing Manager Email: depalmap@ecu.edu Phone: 252-328-6434 STATE OF NORTH CAROLINA Request for Proposal # 56-2017PDRFP ______________________________________________________ For internal State agency processing, including tabulation of proposals in the Interactive Purchasing System (IPS), please provide your company’s Federal Employer Identification Number or alternate identification number (e.g. Social Security Number). Pursuant to G.S. 132-1.10(b) this identification number shall not be released to the public. This page will be removed and shredded, or otherwise kept confidential, before the procurement file is made available for public

inspection. This page is to be filled out and returned with your proposal. Failure to do so may subject your proposal to rejection. ID Number: ______________________________________________________ Federal ID Number or Social Security Number ___________________________________________________ Vendor Name 1 EXECUTION In compliance with this Request for Proposals (RFP), and subject to all the conditions herein, the undersigned Vendor offers and agrees to furnish and deliver any or all items upon which prices are bid, at the prices set opposite each item within the time specified herein. By executing this proposal, the undersigned Vendor certifies that this proposal is submitted competitively and without collusion (G.S. 143-54), that none of its officers, directors, or owners of an unincorporated business entity has been convicted of any violations of Chapter 78A of the General Statutes, the Securities Act of 1933, or the Securities Exchange Act of 1934 (G.S. 143-59.2), and that it is not an ineligible Vendor as set forth in G.S. 143-59.1. False certification is a Class I felony. Furthermore, by executing this proposal, the undersigned certifies to the best of Vendor’s knowledge and belief, that it and its principals are not presently debarred, suspended, proposed for debarment, declared ineligible or voluntarily excluded from covered transactions by any Federal or State department or agency. As required by G.S. 143-48.5, the undersigned Vendor certifies that it, and each of its sub-Contractors for any Contract awarded as a result of this RFP, complies with the requirements of Article 2 of Chapter 64 of the NC General Statutes, including the requirement for each employer with more than 25 employees in North Carolina to verify the work authorization of its employees through the federal E-Verify system. G.S. 133-32 and Executive Order 24 (2009) prohibit the offer to, or acceptance by, any State Employee associated with the preparing plans, specifications, estimates for public Contract; or awarding or administering public Contracts; or inspecting or supervising delivery of the public Contract of any gift from anyone with a Contract with the State, or from any person seeking to do business with the State. By execution of this response to the RFP, the undersigned certifies, for your entire organization and its employees or agents, that you are not aware that any such gift has been offered, accepted, or promised by any employees of your organization. Failure to execute/sign proposal prior to submittal shall render proposal invalid and it WILL BE REJECTED. Late proposals cannot be accepted. COMPLETE/FORMAL NAME OF VENDOR: STREET ADDRESS: P.O. BOX: ZIP: CITY & STATE & ZIP: TELEPHONE NUMBER: TOLL FREE TEL. NO: PRINCIPAL PLACE OF BUSINESS ADDRESS IF DIFFERENT FROM ABOVE (SEE INSTRUCTIONS TO VENDORS ITEM #12): PRINT NAME & TITLE OF PERSON SIGNING ON BEHALF OF VENDOR: FAX NUMBER: VENDOR’S AUTHORIZED SIGNATURE*: DATE: EMAIL: 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 agency issuing this RFP. ACCEPTANCE OF PROPOSAL If any or all parts of this proposal are accepted by the State of North Carolina, an authorized representative of the East Carolina University shall affix his/her signature hereto and this document and all provisions of this Request for Proposal along with the Vendor proposal response and the written results of any negotiations shall then constitute the written agreement between the parties. A copy of this acceptance will be forwarded to the successful Vendor(s). FOR STATE USE ONLY: Offer accept and Contract awarded this________ day of __________, 20____, as indicated on the attached certification, by ____________________________________________________________________ (Authorized Representative of East Carolina University) Refer ALL Inquiries regarding this RFP to: Phil DePalma depalmap@ecu.edu 252-328-6434 Request for Proposal # 56-2017PDRFP Proposals will be publicly opened: 12-04-2020 Contract Type: Open market Commodity No. and Description: 80000, Management Services Using Agency: East Carolina University Requisition No.: TBD STATE OF NORTH CAROLINA East Carolina University mailto:depalmap@ecu.edu 56-2017PDRFP Vendor: __________________________________________ 2 Contents Contents ............................................................................................................................................. 2 1.0 PURPOSE AND BACKGROUND ............................................................................................ 3 2.0 GENERAL INFORMATION ..................................................................................................... 6 2.1 REQUEST FOR PROPOSAL DOCUMENT ............................................................................. 6 2.2 NOTICE TO VENDORS REGARDING RFP TERMS AND CONDITIONS ............................... 6 2.3 RFP SCHEDULE ..................................................................................................................... 6 2.4 PROPOSAL QUESTIONS ....................................................................................................... 7 2.5 PROPOSAL SUBMITTAL ....................................................................................................... 8 2.6 PROPOSAL CONTENTS ........................................................................................................ 9 2.7 ALTERNATE PROPOSALS .................................................................................................... 9 2.8 DEFINITIONS, ACRONYMS, AND ABBREVIATIONS ............................................................ 9 3.0 METHOD OF AWARD AND PROPOSAL EVALUATION PROCESS ................................... 11 3.1 METHOD OF AWARD ........................................................................................................... 11 3.2 CONFIDENTIALITY AND PROHIBITED COMMUNICATIONS DURING EVALUATION....... 11 3.3 PROPOSAL EVALUATION PROCESS ................................................................................. 12 3.4 EVALUATION CRITERIA ...................................................................................................... 12 3.5 PERFORMANCE OUTSIDE THE UNITED STATES ............................................................. 12 3.6 INTERPRETATION OF TERMS AND PHRASES .................................................................. 13 4.0 REQUIREMENTS .................................................................................................................. 13 4.1 CONTRACT TERM ................................................................................................................ 13 4.2 PRICING ................................................................................................................................ 13 4.3 INVOICES .............................................................................................................................. 13 4.4 FINANCIAL STABILITY ........................................................................................................ 14 4.5 VENDOR EXPERIENCE ........................................................................................................ 14 4.6 REFERENCES ...................................................................................................................... 14 4.7 BACKGROUND CHECKS ..................................................................................................... 14 4.8 PERSONNEL ......................................................................................................................... 14 4.9 VENDOR’S REPRESENTATIONS ........................................................................................ 14 5.0 SCOPE OF WORK ................................................................................................................ 16 9.0 GENERAL ............................................................................................................................. 39 9.1 PROJECT ORGANIZATION .................................................................................................. 39 56-2017PDRFP: Vendor: __________________________________________ 3 9.2 TECHNICAL APPROACH ..................................................................................................... 39 9.3 ACCEPTANCE OF WORK .................................................................................................... 39 9.4 PRODUCT PAYMENT ........................................................................................................... 39 9.5 EQUIPMENT CLEANLINESS ................................................................................................ 39 9.6 CERTIFICATION AND SAFETY LABELS FOR VENDOR SUPPLIED EQUIPMENT ............ 39 9.7 TRANSITION ASSISTANCE ................................................................................................. 40 10.0 CONTRACT ADMINISTRATION ........................................................................................... 40 10.1 PROJECT MANAGER AND CUSTOMER SERVICE ............................................................ 40 10.2 POST AWARD MANAGEMENT REVIEW MEETINGS ......................................................... 40 10.3 CONTINUOUS IMPROVEMENT ............................................................................................ 40 10.4 PERIODIC STATUS REPORTS ............................................................................................ 40 10.5 DISPUTE RESOLUTION ....................................................................................................... 40 10.6 CONTRACT CHANGES ........................................................................................................ 40 ATTACHMENT A: FINANCIAL CONSIDERATION ........................................................................ 41 ATTACHMENT B: INSTRUCTIONS TO VENDORS ........................................................................ 44 ATTACHMENT C: NORTH CAROLINA GENERAL CONTRACT TERMS & CONDITIONS ............ 48 ATTACHMENT D: LOCATION OF WORKERS UTILIZED BY VENDOR ....................................... 61 ATTACHMENT E: CERTIFICATION OF FINANCIAL CONDITION ................................................. 62 ATTACHMENT F: SUPPLEMENTAL VENDOR INFORMATION ..................................................... 63 ATTACHMENT G: EAST CAROLINA UNIVERSITY TERMS AND CONDITIONS........................... 65 ATTACHMENT H: EAST CAROLINA UNIVERSITY COMPLIANCE STANDARDS ........................ 66 ATTACHMENT I: EAST CAROLINA UNIVERSITY DATA SECURITY STANDARDS ..................... 67 ATTACHMENT J: EAST CAROLINA UNIVERSITY QUESTIONNAIRE .......................................... 68 ATTACHMENT K: PAYMENT CARD INDUSTRY (PCI) ADDENDUMS .......................................... 69 ATTACHMENT L: IT MEMORANDUM OF UNDERSTANDING (MOU) ........................................... 71 ATTACHMENT M: VENDOR CONDUCT ON CAMPUS .................................................................. 78 ATTACHMENT O: TRANSITION PLAN............................................................................................ 82 ATTACHMENT P: SAMPLE STORE DESIGN(S) ............................................................................. 83 1.0 PURPOSE AND BACKGROUND East Carolina University (ECU), an institution of higher learning located in Greenville, North Carolina, is seeking a qualified vendor, or vendors, to provide college bookstore and related management services for Dowdy Student Stores, 56-2017PDRFP: Vendor: __________________________________________ 4 hereafter referred to as “the Bookstore(s)” or “ECU Bookstore(s).” The Bookstores are located on two ECU campuses: East Campus (also known as Main Campus) and West Campus (also known as Health Sciences Campus). ECU’s objective is to determine the best mix of services that meets the needs of students, faculty, and the broader campus community. We are looking for proposed innovative business solutions capable of meeting the current needs and creating excellent customer service and very competitive textbook pricing. Your company’s proposal is requested for the following: 1.1. Vendor to fully manage and operate Bookstore and all its locations for a period of five (5) years, with an optional five (5) year extension. 1.2. Your company’s proposal must remain in full effect and subject to acceptance by ECU for one-hundred twenty (120) days after the due date. 1.3. Contractors are cautioned that ECU reserves the unqualified right to reject any and all proposals when such rejection is deemed to be in the best interest of ECU. 1.4. ECU reserves the right to request any additional information it deems necessary to supplement the information and/or to reach agreement. 1.5. By submitting information and a response to this RFP, your company acknowledges complete understanding of and willingness to comply with all of the instructions, conditions, specifications, and requirements contained in this RFP. 1.6. From the issuance date of this RFP, each contractor (including its subcontractors and/or suppliers) is prohibited from having any communications with any person inside or outside ECU, other government agency office, or body (including the purchaser named in this RFP, department secretary, agency head, members of the general assembly and/or governor’s office), or private entity, and the communication discussions of the content of the contractor’s information or qualifications, the contents of another contractor’s information, another contractor’s qualifications or ability to perform the contract, and/or the transmittal of any other communication of information that has the effect of directly or indirectly influencing the evaluation of the information. Contractors not in compliance with this provision shall be disqualified from any potential contract award, unless it is determined that the best interest of ECU would not be served by the disqualification. A contractor’s response may be disqualified if its subcontractor and supplier engage in any of the foregoing communications during the time that the RFP is active. Only the discussions, communications or transmittals of information authorized by ECU in this RFP, or general inquiries to the purchaser regarding the status of the contract award are exempt from this provision. 1.7. In return East Carolina University offers a business opportunity that can be highly beneficial to the selected partner. In addition to sales volume, East Carolina University has a diverse package of sponsorship deliverables as well as marketing and promotional opportunities it will provide as a part of this agreement. 1.8. The University recognizes the value of a long-term commitment to this contract. Yet, it is difficult, if not impossible, to anticipate all events and activities which materially affect the ability of the partnership to achieve its objectives. The respondent is encouraged to anticipate the inevitability of change and provide specific recommendations for capitalizing on newly discovered opportunities and the changing objectives and priorities of the University. 1.9. If a selection is made, it will be based on the firm that is best qualified among those submitting proposals. All qualified proposals will be evaluated, and contract award will be made on the best financial return that is most advantageous to the University. Cost is an important factor but is not an overriding consideration. 1.10. Any contract awarded will be to the firm that possesses the qualifications, ability, responsibility, and integrity necessary to faithfully fulfill the provisions of the contract agreement. The University reserves the right to reject any or all bids and is not necessarily bound to accept the lowest cost or highest direct financial return if it is in conflict with what may be in the overall best interest of the University. Other factors such as bidder's qualifications, references, employment practices, service commitment, integrity, and quality of facilities and equipment will also be weighed in making an award. 1.11. While the University has attempted to provide accurate past sales data to the potential contractor via this RFP, the responsibility lies with each contractor to review and validate data and information provided by and on behalf of the University. 1.12. The contractor should, therefore, develop their independent estimates of sales volumes and other data. ECU assumes no responsibility or liability for the adequacy, accuracy or completeness of any information provided in this RFP or otherwise, by the University, its agents, employees or representatives. The contractor agrees to waive any claim or defense to any claim relating to the adequacy or sufficiency of any information provided prior to the execution of the resulting agreement. Proposals shall be submitted in accordance with the terms and conditions of this RFP and any addenda issued hereto. 56-2017PDRFP: Vendor: __________________________________________ 5 Background East Carolina University is a public, coeducational, doctoral/research university in Greenville, North Carolina. Named East Carolina University by statute and commonly known as ECU or East Carolina, the university is the fourth-largest university in North Carolina (as of Fall 2019). East Carolina University is accredited by the Commission on Colleges of the Southern Association of Colleges and Schools to award bachelor’s, master’s, and doctoral degrees. East Carolina offers approximately 84 bachelor’s degrees, 70 master’s degrees, 13 research/scholarship doctoral degrees, 5 professional doctoral degrees, and 126 online degrees and certificate programs. The university has more than 190,000 living alumni. Fall 2019 enrollment was 28,651 students. This includes more than 23,000 undergraduate students, 4,700 graduate students and more than 500 medical and dental students. Approximately 25 percent of students are minorities, and 90% percent are from North Carolina. Approximately 21,000 students are full-time students and 7,000 students are part-time, while about 7,000 students are online only. More information on ECU’s student body is at https://facts.ecu.edu/. History East Carolina University was founded in 1907 and has served the people of North Carolina and the entire nation. From its beginnings as a training school for teachers, ECU’s service mission and continual commitment to excellence have made the university one of the fastest-growing institutions in the nation. The students’ potential, combined with the promise of expanding services such as the East Carolina Heart Institute, Brody School of Medicine, and the School of Dental Medicine, help ECU make an extraordinary difference in the region and beyond. Greenville and Pitt County have emerged as the commercial, cultural, educational and medical hub of Eastern North Carolina. Greenville has grown into a small metropolitan city of over 90,000; Pitt County has a total population of approximately 180,000. Much of Greenville-Pitt County’s growth is attributed to East Carolina University. Enrollment & Facilities The total full-time equivalent (FTE) enrollment figure for Fall 2019 was 28,651 students. This includes more than 23,000 undergraduate students, 4,700 graduate students, and more than 500 medical and dental students. More than 7,000 students are online only. The Main Campus is comprised of about 530 acres in a residential area of Greenville; more than 4.6 million square feet of academic, research, and residential space in 158 buildings. The Health Sciences Campus is approximately 206 acres with nearly 1.3 million square feet of academic and research space in 62 buildings. Athletics ECU is an NCAA Division I-A member in all sports and is a member in the American Athletic Conference (AAC) as of July 1, 2014. ECU offers the opportunity to participate in athletic and recreational events, whether it is intramural or club sports, or fitness and adventure programs. Facilities include the 50,000-seat Dowdy-Ficklen Stadium, the 7,100- seat Williams Arena in Minges Coliseum, and the 5,000-seat Clark-LeClair Stadium. The Ward Sports Medicine Building (82,095 square feet) houses the Athletics department and the Human Performance Laboratory. Athletes primarily train in the Murphy Center (over 52,000 square feet). The 49,000 sq. ft. Smith-Williams Center features men’s and women’s basketball practice facilities, offices, and home to the ECU Athletics Hall of Fame. Academic Calendar ECU primarily operates on Fall and Spring semesters, along with the following Summer Sessions; 1st Session, 2nd Session, and 11 Week Session. Due to COVID-19, the academic calendars were altered for Fall 2020 and Spring 2021 to include 8-week block schedules in addition to a revised 15-week session. The academic calendar can be seen at https://facultysenate.ecu.edu/academic-calendars/. ECU’S RESPONSE TO COVID-19 https://facts.ecu.edu/ https://facultysenate.ecu.edu/academic-calendars/ 56-2017PDRFP: Vendor: __________________________________________ 6 ECU established a website at https://news.ecu.edu/coronavirus-updates/ to address COVID-19 including the detailed strategy to re-open the ECU campuses and lay out the return plan called “Return of Pirate Nation.” The Return of Pirate Nation presents a phased plan for the return to campus for employees, students and visitors in the most responsible way possible, balancing the needs of campus with the well-being of our community and the individual. As ECU navigates through this pandemic, faculty, staff, students and visitors must prepare for some inconveniences and adopt community health measures. Important steps that have been taken so far are requiring faculty, staff, students, and visitors on campus to wear face coverings beginning July 1, 2020. ECU has also established measures such as a self-screening signup process, self-reporting form, and adjustments in the fall semester 2020 including course scheduling. ECU continues to monitor the coronavirus pandemic, receiving regular updates from the CDC, U.S. State Department, and N.C. Division of Public Health. 2.0 GENERAL INFORMATION 2.1 REQUEST FOR PROPOSAL DOCUMENT The RFP is comprised of the base RFP document, any 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. 2.2 NOTICE TO VENDORS REGARDING RFP TERMS AND CONDITIONS It shall be the Vendor’s responsibility to read the Instructions, the State’s terms and conditions, all relevant exhibits and attachments, and any other components made a part of this RFP and comply with all requirements and specifications herein. Vendors also are responsible for obtaining and complying with all Addenda and other changes that may be issued in connection with this RFP. If Vendors have questions, issues, or exceptions regarding any term, condition, or other component within this RFP, those must be submitted as questions in accordance with the instructions in Section 2.4 PROPOSAL QUESTIONS. If the State determines that any changes will be made as a result of the questions asked, then such decisions will be communicated in the form of an RFP addendum. The State may also elect to leave open the possibility for later negotiation and amendment of specific provisions of the Contract that have been addressed during the question and answer period. Other than through this process, the State rejects and will not be required to evaluate or consider any additional or modified terms and conditions submitted with Vendor’s proposal. This applies to any language appearing in or attached to the document as part of the Vendor’s proposal that purports to vary any terms and conditions or Vendors’ instructions herein or to render the proposal non-binding or subject to further negotiation. Vendor’s proposal shall constitute a firm offer. By execution and delivery of this RFP Response, the Vendor agrees that any additional or modified terms and conditions, whether submitted purposely or inadvertently, shall have no force or effect, and will be disregarded. Noncompliance with, or any attempt to alter or delete, this paragraph shall constitute sufficient grounds to reject Vendor’s proposal as nonresponsive. By executing and submitting its proposal in response to this RFP, Vendor understands and agrees that the State may exercise its discretion not to consider any and all proposed modifications Vendor(s) may request and may accept Vendor’s proposal under the terms and conditions of this RFP. Contact with anyone working for or with the State regarding this RFP other than the State Contract Specialist named on the face page of this RFP in the manner specified by this RFP shall constitute grounds for rejection of said Vendor’s offer, at the State’s election. 2.3 RFP SCHEDULE The table below shows the intended schedule for this RFP. The State will make every effort to adhere to this schedule. Event Responsibility Date and Time Issue RFP State 10/30/2020 Mandatory Vendor RSVP response for Site Visit attendance. Vendor 11/05/2020 https://news.ecu.edu/coronavirus-updates/ 56-2017PDRFP: Vendor: __________________________________________ 7 Mandatory Pre-Bid Site Visit – Main Student Center(MSC) State 11/10/2020 Submit Written Questions Deadline Vendor 11/17/2020 Provide Response to Questions State 11/20/2020 Submit Proposals Vendor 12/04/2020 Contract Award State TBD Contract Effective Date State TBD TRANSITION COMPLETION TBD MANDATORY SITE VISIT Date: 11/10/2020 Time: 10:00 am Eastern Time Contact: depalmap@ecu.edu Instructions All interested Vendors MUST RSVP to depalmap@ecu.edu by close of business on 11/5 or sooner. Please indicate attendee(s) name and title. Only vendors who RSVP will be allowed to participate in the Pre-Bid Site Visit. It is MANDATORY that a Vendor representative be present for the pre-bid/site visit per above date and time. Attendees must meet promptly at the Main Student Center located at 501 East 10TH St., Greenville, NC 27858; Room- Ballroom A . Only Vendors who were represented at the pre-bid/site visit will be allowed to submit a proposal. All attendees must sign in upon arrival and clearly indicate the prospective Vendor represented on the sign in sheet. LATE ARRIVALS WILL NOT BE ALLOWED TO SIGN IN, PARTICIPATE IN THE SITE VISIT, NOR SHALL THEIR PROPOSAL BE CONSIDERED. Once the sign-in process is complete, all other persons wishing to attend may do so to the extent that space and circumstances allow. Please note due to Covid-19 concerns not all who RSVP may be allowed in the meeting room due to social distancing precautions. Please be aware of the current ECU Covid-19 policy and procedure before entering campus. . The purpose of this visit is for all prospective Vendors to apprise themselves with the conditions and requirements which will affect the performance of the work called for by this Request for Proposals. Vendors must stay for the duration of the site visit. No allowances will be made for unreported conditions that a prudent Vendor would recognize as affecting the work called for or implied by this proposal. Vendors are cautioned that any information released to attendees during the site visit, other than that involving the physical aspects of the facility referenced above, and which conflicts with, supersedes, or adds to requirements in this Request for Proposal, must be confirmed by written addendum before it can be considered to be a part of this proposal. 2.4 PROPOSAL QUESTIONS Upon review of the RFP documents, Vendors may have questions to clarify or interpret the RFP in order to submit the best proposal possible. To accommodate the Proposal Questions process, Vendors shall submit any such questions by the above due date. Written questions shall be emailed to depalmap@ecu.edu by the date and time specified above. Vendors should enter “RFP #56-2017PDRFP 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 State’s response, and any additional terms deemed necessary by the State 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 State 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. mailto:depalmap@ecu.edu mailto:depalmap@ecu.edu http://www.ips.state.nc.us/ 56-2017PDRFP: Vendor: __________________________________________ 8 2.5 PROPOSAL SUBMITTAL IMPORTANT NOTE:. This is an absolute requirement. Vendor shall bear the risk for late submission due to unintended or unanticipated delay—whether submitted electronically, delivered by hand, U.S. Postal Service, courier or other delivery service. It is the Vendor’s sole responsibility to ensure their proposal has been submitted to the office listed in table below AND electronically via NC Bids (jpeg file not to exceed 12MB) by12/04/2020 at 10:00 am EST. The time and date of submission will be marked on each proposal when received. Any proposal submitted after the proposal deadline will be rejected. Mailing address for delivery of proposal via US Postal Service PROPOSAL NUMBER: 56-2017PDRFP Attention: Phil DePalma Materials Management 200 East first Street East Carolina University Greenville, NC 27858-4353 AND ELECTRONICALLY VIA NC BIDS – JPEG FILE NOT TO EXCEED 12MB For proposals submitted via U.S. mail, please note that the U.S. Postal Service generally does not deliver mail to a specified street address but to the State’s Mail Service Center. Vendors are cautioned that proposals sent via U.S. Mail, including Express Mail, may not be delivered by the Mail Service Center to the agency’s purchasing office on the due date in time to meet the proposal deadline. All Vendors are urged to take the possibility of delay into account when submitting a proposal by U.S. Postal Service, courier, or other delivery service. Attempts to submit a proposal via facsimile (FAX) machine, telephone or email in response to this RFP shall NOT be accepted. a) Submit one (1) signed original executed, and six (6) copies of proposal responses, one (1) un-redacted proposals on flash drives and, one (1) redacted (Proprietary and Confidential Information Excluded) copy on flash drive of your proposal simultaneously to the address identified in the table above. Flash drives will not be password protected b) Submit your proposal in a sealed package. Clearly mark each package with: (1) Vendor name; (2) the RFP number; and (3) the due date. Address the package(s) for delivery as shown in the table above. If Vendor is submitting more than one (1) proposal, each proposal shall be submitted in separate sealed envelopes and marked accordingly. For delivery purposes, separate sealed envelopes from a single Vendor may be included in the same outer package. Proposals are subject to rejection unless submitted with the information above included on the outside of the sealed proposal package. c) Flash drives will be marked with Vendor name and RFP 56-2017PDRFP. File contents shall NOT be password protected and will be in .PDF or .XLS format and shall be capable of being copied to other sources. Un-redacted submissions must contain the entire Technical and Cost Proposal including any proprietary information and have the following label affixed to the flash drive: 1) Vendor name; (2) the RFP number; (3) the due date; and (4) the words “Technical and Cost Proposal Non-Redacted.” Redacted submissions, if required for confidentiality, must contain the Technical and Cost Proposal excluding any proprietary information identified as confidential and proprietary in accordance with Attachment B, Paragraph 14 of the Instructions to Vendors. East Carolina University, in responding to public records requests, will release the contents of this file. It is the sole responsibility of the Vendor to ensure that this file complies with the requirements of B, Paragraph 14 of the Instructions to Vendors. The following label must be affixed to the file : (1) Vendor name; (2) the RFP number; (3) the due date; and (4) the words “Technical and Cost Proposal– Redacted Copy”. Failure to submit a proposal in strict accordance with these instructions shall constitute sufficient cause to reject a vendor’s proposal(s). 56-2017PDRFP: Vendor: __________________________________________ 9 Critical updated information may be included in Addenda to this RFP. It is important that all Vendors proposing on this RFP periodically check the State’s IPS website for any Addenda that may be issued prior to the bid opening date. All Vendors shall be deemed to have read and understood all information in this RFP and all Addenda thereto. Contact with anyone working for or with the State regarding this RFP other than the State Contract Lead named on the face page of this RFP in the manner specified by this RFP shall constitute grounds for rejection of said Vendor’s offer, at the State’s election. 2.6 PROPOSAL CONTENTS Vendors shall populate all attachments of this RFP that require the Vendor to provide information and include an authorized signature where requested. Vendor RFP responses shall include the following items and those attachments should be arranged in the following order: a) Cover Letter b) Title Page: Include the company name, address, phone number and authorized representative along with the 56- 2017PDRFP. c) Completed and signed version of EXECUTION PAGES, along with the body of the RFP and signed receipt pages of any addenda released in conjunction with this RFP (if required to be returned). d) Completed version of ATTACHMENT A: PRICING e) ATTACHMENT B: INSTRUCTIONS TO VENDORS f) ATTACHMENT C: NORTH CAROLINA GENERAL CONTRACT TERMS AND CONDITIONS g) Completed and signed version of ATTACHMENT D: LOCATION OF WORKERS UTILIZED BY VENDOR h) Completed and signed version of ATTACHMENT E: CERTIFICATION OF FINANCIAL CONDITION i) Completed and signed version of ATTACHMENT F: SUPPLEMENTAL VENDOR INFORMATION j) Completed version of ATTACHMENT J: ECU QUESTIONNAIRE k) Completed and signed version of ATTACHMENT K: PCI ADDENDUM l) Completed and signed version of ATTACHMENT L: MEMORANDUM OF UNDERSTANDING m) Completed and signed version of ATTACHMENT M: VENDOR CONDUCT ON CAMPUS n) Completed version of ATTACHMENT O: TRANSITION PLAN o) Completed version of ATTACHMENT P: SAMPLE STORE DESIGN(S) 2.7 ALTERNATE PROPOSALS Vendor may submit alternate proposals for various methods or levels of service(s) or that propose different options. 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 RFP 56-2017PDRFP; Vendor Name:__________________________”. 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. 2.8 DEFINITIONS, ACRONYMS, AND ABBREVIATIONS a) AVERAGE INVENTORY: Value of the beginning inventory at cost, plus the value of the 12 monthly ending inventories at cost, divided by 13. An alternative method is the value of beginning inventory at cost, plus ending inventory at cost, divided by 2. b) AVERAGE TOTAL ASSETS: The value of current assets as the beginning of the current fiscal year, plus the value of current assets as of the close of the fiscal year, divided by 2. c) BAFO: Best and Final Offer, submitted by a Vendor to alter its initial offer, made in response to a request by the issuing agency. d) BANNER SYSTEM: East Carolina University uses the Banner System, a collection of central administrative systems and data, including student, financial aid, human resources, and finance records. It is a product of Ellucian -. e) BOOK BUYBACK: The process of buying textbooks from students, typically held in large-scale events at the end of each semester; although, book buyback can be at any time of the year. f) BOOK INVENTORY: The value of the ending inventory at cost as reported according to accounting g) COST OF GOODS SOLD: The dollar value of beginning inventory (at cost), plus net purchases (at cost), plus the cost of freight on those purchases, minus ending inventory (at cost). Net purchases 56-2017PDRFP: Vendor: __________________________________________ 10 are the cost of purchases of goods from vendors, students, wholesalers, other stores, etc. minus cash discounts earned from prompt payment, minus the cost value of goods returned to publishers and vendors. Freight is the expense connected with the shipments of merchandise purchases and freight expenses connected with the return to vendors for any merchandise purchased. h) BUYER: The employee of the State or Other Eligible Entity that places an order with the Vendor. i) COMMUNITY COLLEGE: Any of the fifty-eight (58) public North Carolina Community Colleges. j) CONTRACT LEAD: Representative of the East Carolina University who corresponds with potential Vendors in order to identify and contract with that Vendor providing the greatest benefit to the State and who will administer this contract for the State. k) CURRENT ASSETS: The sum of all cash, short-term investments, accounts receivable (less allowance for bad debt), inventories (at cost), and prepaid expenses as of the close of the current fiscal year. l) CURRENT LIABILITIES: The sum of all accounts payable, accrued expenses payable, and federal income tax payable as of the close of the current fiscal year records. m) DESK COPY: A complimentary copy of a textbook that a faculty member has selected for use in a class. n) DIGITAL BOOK: An electronic version of a book-length publication in digital form readable on computers or other electronic devices. (Also, e-book, eBook, e-edition) o) E-PROCUREMENT SERVICE(S): The program, system, and associated Services through which the State conducts electronic procurement. p) FOB-DESTINATION: Title changes hand 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. q) GROSS MARGIN: The difference between what an item costs, and the price for which it is sold. r) GROSS SALES: The dollar value of total sales minus sales tax (before returns and discounts). s) LOT: A grouping of similar products within this RFP. t) MARKDOWNS: The dollar value of the reductions from the originally set retail prices of merchandise, net of markdown cancellations. It includes allowances granted to customers and discounts to employees. It excludes any inventory shrinkage u) MCSC: Main Student Center on 10th Street. v) ON-TIME DELIVERY: The delivery of all items within a single order to the receiving point designated by the ordering entity within the delivery time required. w) NET INCOME: Net sales, minus the cost of sales, minus operating expenses, plus other income, minus other expenses, minus income taxes and interest expense. x) NET SALES CURRENT FISCAL YEAR: The dollar value of gross sales (excluding sales tax) minus sales refunds (both cash and credit) and sales discounts of the current fiscal year. y) NEW TEXTBOOK PURCHASES: The cost of all new textbooks purchases from vendors, whether publishers or wholesalers. z) NEW TEXTBOOK RETURNS: The cost of all new textbooks purchased from vendors that were unsold and returned to vendors. aa) NUMBER OF SALES TRANSACTIONS: The total number of sales transactions that occurred at the store. A transaction may include the purchase of one or more items. bb) OPERATING EXPENSES: The total actual expense of doing business and maintaining the store in operation. Include personnel costs (salaries, wages, payroll taxes, benefits, mandatory insurance); occupancy costs (rent, maintenance, repair, real estate tax, utilities); and other operating expenses (advertising, telephone, store supplies, travel expense, insurance, debt service, and any other expense incurred as part of the operation of the store.) Personnel costs should include the complete amount of college work-study student wages (not the reduced amount charged to the store), and the salaries paid for data processing or other services that the store receives as part of its operation. cc) PERSONNEL EXPENSES: Salaries and wages of all employees (full-time, part-time, work-study, and non-work-study students, temporary and seasonal, and agency staff). Include holiday and sick leave pay as well as bonus and/or profit-sharing paid, plus payroll taxes and mandatory insurance (the store’s contribution to social security, federal and state workers’ compensation, etc.), plus employee benefits paid by the employer (pension fund costs, medical insurance, etc.). Include the 56-2017PDRFP: Vendor: __________________________________________ 11 complete cost of college work-study student wages, not the reduced amount charged to the store or institution. Include salaries and wages paid to data processing personnel. dd) PHYSICAL INVENTORY: The dollar value of the actual physical ending inventory at cost. ee) PORT: East Carolina University’s internal, online purchasing system; (Purchase Order Requisitions and Transactions) ff) PURCHASE DISCOUNTS: The sum of all discounts on purchases based on volume, forward buying, slotting allowances, discounts for early payments, and other purchase discounts. gg) QUALIFIED PROPOSAL: A responsive proposal submitted by a responsible Vendor. hh) RFP: Request for Proposal ii) SELL-THROUGH RATE: A calculation represented as a percentage, comparing the amount of inventory a retailer receives from a manufacturer or supplier against what is actually sold to the consumer. jj) SERVICES or SERVICE DELIVERABLES: The tasks and duties undertaken by the Vendor to fulfill the requirements and specifications of this solicitation. kk) STATE: The State of North Carolina, including any of its sub-units recognized under North Carolina law. ll) STATE AGENCY: Any of the more than 400 sub-units within the executive branch of the State, including its departments, boards, commissions, institutions of higher education and other institutions. mm) TRADE BOOKS: Books published by a commercial publisher intended for general readership, as distinguished from textbooks. nn) USED BOOKS: Used books typically are categorized in conditions Fine/Like New, Very Good, Good, Fair, and Poor. Condition depends on amount of wear, spine, and page edges. oo) VENDOR: Supplier, bidder, proposer, company, firm, corporation, partnership, individual or other entity submitting a response to a Request for Proposal. 3.0 METHOD OF AWARD AND PROPOSAL EVALUATION PROCESS 3.1 METHOD OF AWARD Contracts will be awarded in accordance with G.S. 143-52 and the evaluation criteria set out in this solicitation. Prospective Vendors shall not be discriminated against on the basis of any prohibited grounds as defined by Federal and State law. All qualified proposals will be evaluated, and contract award will be made on the best financial return that is most advantageous to the University. Cost is an important factor but is not an overriding consideration. The status of a Vendor’s E-Procurement Services account(s) shall be considered a relevant factor in determining whether to approve the award of a contract under this RFP. Any Vendor with an E-Procurement Services account that is in arrears by 91 days or more at the time of proposal opening may, at the State’s discretion, be disqualified from further evaluation or consideration. The State reserves the right to waive any minor informality or technicality in proposals received. 3.2 CONFIDENTIALITY AND PROHIBITED COMMUNICATIONS DURING EVALUATION During the evaluation period—from the date proposals are opened through the date the contract is awarded—each Vendor submitting a proposal (including its representatives, sub-contractors and/or suppliers) is prohibited from having any communications with any person inside or outside the using agency, issuing agency, other government agency office, or body (including the purchaser named above, department secretary, agency head, members of the general assembly and/or governor’s office), or private entity, if the communication refers to the content of Vendor’s proposal or qualifications, the contents of another Vendor’s proposal, another Vendor’s qualifications or ability to perform the contract, and/or the transmittal of any other communication of information that could be reasonably considered to have the effect of directly or indirectly influencing the evaluation of proposals and/or the award of the contract. A Vendor not in compliance with this provision shall be disqualified from contract award, unless it is determined in the State’s discretion that the communication was harmless, that it was made without intent to influence and that the best interest of the State would not be served by the disqualification. A Vendor’s proposal may be disqualified if its sub-contractor and supplier engage in any of the foregoing communications during the time that the procurement is active (i.e., the issuance date of the procurement to the date of contract award). Only those discussions, communications or transmittals of information 56-2017PDRFP: Vendor: __________________________________________ 12 authorized or initiated by the issuing agency for this RFP or general inquiries directed to the purchaser regarding requirements of the RFP (prior to proposal submission) or the status of the contract award (after submission) are excepted from this provision. 3.3 PROPOSAL EVALUATION PROCESS The State shall review all Vendor responses to this RFP to confirm that they meet the specifications and requirements of the RFP. The State will conduct a One-Step evaluation of Proposals: Proposals will be received from each responsive Vendor according to the method of submission specified in Section 2.6 of this RFP. All proposals must be received by the issuing agency no later than the date and time specified on the cover sheet of this RFP. At that date and time, the proposal from each responding firm will be opened publicly and the name of the Vendor and total cost offered will be announced. 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 proposal position. At their option, the evaluators may request oral presentations or discussions with any or all Vendors for 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 should be complete and reflect the most favorable terms available from the Vendor. Proposals will generally be evaluated according to completeness, content, and experience with similar projects, ability of the Vendor and its staff, and cost. Specific evaluation criteria are listed in 3.4 EVALUATION CRITERIA, below. Vendors are cautioned that this is a request for offers, not an offer or request to contract, and the State 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 State. The State 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 State after the initial responses to the RFP have been evaluated. The State reserves the right to reject all original offers and request one or more of the Vendors submitting proposals within a competitive range to submit a best and final offer (BAFO), based on discussions and negotiations with the State, if the initial responses to the RFP have been evaluated and determined to be unsatisfactory. Upon completion of the evaluation process, the State will make Award(s) based on the evaluation and post the award(s) to IPS under the RFP number for this solicitation. Award of a Contract to one Vendor does not mean that the other proposals lacked merit, but that, all factors considered, the selected proposal was deemed most advantageous and represented the best value to the State. 3.4 EVALUATION CRITERIA All qualified proposals will be evaluated, and contract award will be made on the best financial return that is most advantageous to the University. Cost is an important factor but is not an overriding consideration. 3.5 PERFORMANCE OUTSIDE THE UNITED STATES Vendor shall complete ATTACHMENT D: LOCATION OF WORKERS UTILIZED BY VENDOR. In addition to any other evaluation criteria identified in this RFP, the State may also consider, for purposes of evaluating proposed or actual contract performance outside of the United States, how that performance may affect the following factors to ensure that any award will be in the best interest of the State: a) Total cost to the State 56-2017PDRFP: Vendor: __________________________________________ 13 b) Level of quality provided by the Vendor c) Process and performance capability across multiple jurisdictions d) Protection of the State’s information and intellectual property e) Availability of pertinent skills f) Ability to understand the State’s business requirements and internal operational culture g) Particular risk factors such as the security of the State’s information technology h) Relations with citizens and employees i) Contract enforcement jurisdictional issues 3.6 INTERPRETATION OF TERMS AND PHRASES This Request for Proposal serves two functions: (1) to advise potential Vendors of the parameters of the solution being sought by the Department; and (2) to provide (together with other specified documents) the terms of the Contract resulting from this procurement. As such, all terms in the Request for Proposal shall be enforceable as contract terms in accordance with the General Contract Terms and Conditions. The use of phrases such as “shall,” “must,” and “requirements” are intended to create enforceable contract conditions. In determining whether proposals should be evaluated or rejected, the Department will take into consideration the degree to which Vendors have proposed or failed to propose solutions that will satisfy the Department’s needs as described in the Request for Proposal. Except as specifically stated in the Request for Proposal, no one requirement shall automatically disqualify a Vendor from consideration. However, failure to comply with any single requirement may result in the Department exercising its discretion to reject a proposal in its entirety. 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 for the State 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 2.5. 4.1 CONTRACT TERM The Contract shall have an initial term of 5 years, beginning on the date of contract award (the “Effective Date”). The Vendor shall begin work under the Contract within 120 business days of the Effective Date. At the end of the Contract’s current term, the State shall have the option, in its sole discretion, to renew the Contract on the same terms and conditions for another 5 year term. The State will give the Vendor written notice of its intent whether to exercise this option no later than 30 days before the end of the Contract’s then-current term. In addition, the State reserves the right to extend a contract term for a period of up to 180 days in 90-day-or-less increments. 4.2 PRICING Proposal price shall constitute the total cost to Buyer for complete performance in accordance with the requirements and specifications herein, including all applicable charges handling, administrative and other similar fees. Vendor shall not invoice for any amounts not specifically allowed for in this RFP. Complete ATTACHMENT A: PRICING FORM and include in Proposal. 4.3 INVOICES a) The Vendor must submit one monthly invoice within fifteen (15) calendar days following the end of each month in which work was performed. All invoices will be paid Net 30 days for invoice date. b) Invoices must be submitted to the Contract Lead in hard copy on the Contractor’s official letterhead stationery and must be identified by a unique invoice number. All invoice backup reports and spreadsheets must be provided in electronic format. c) Invoices must bear the correct contract number and purchase order number to ensure prompt payment. The Vendor’s failure to include the correct purchase order number may cause delay in payment. d) Invoices must include an accurate description of the work for which the invoice is being submitted, the invoice date, the period of time covered, the amount of fees due to the Vendor and the original signature of the Vendor’s project manager. 56-2017PDRFP: Vendor: __________________________________________ 14 4.4 FINANCIAL STABILITY Each Vendor shall certify it is financially stable by completing the ATTACHMENT E: CERTIFICATION OF FINANCIAL CONDITION. The State is requiring this certification to minimize potential issues from Contracting with a Vendor that is financially unstable. From the date of the Certification to the expiration of the Contract, the Vendor shall notify the State within thirty (30) days of any occurrence or condition that materially alters the truth of any statement made in this Certification. 4.5 VENDOR EXPERIENCE In its Proposal, Vendor shall demonstrate experience with public and/or private sector clients with similar or greater size and complexity to the State of North Carolina. Vendor shall provide information as to the qualifications and experience of all executive, managerial, legal, and professional personnel to be assigned to this project, including resumes citing experience with similar projects and the responsibilities to be assigned to each person. 4.6 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. The State may contact these users to determine the Services provided are substantially similar in scope to those proposed herein and Vendor’s performance has been satisfactory. The information obtained may be considered in the evaluation of the proposal. COMPANY NAME CONTACT NAME TELEPHONE NUMBER 4.7 BACKGROUND CHECKS See Attachment M of this RFP. 4.8 PERSONNEL Vendor shall not substitute key personnel assigned to the performance of this Contract without prior written approval by the Contract Lead. Vendor shall notify the Contract Lead of any desired substitution, including the name(s) and references of Vendor’s recommended substitute personnel. The State will approve or disapprove the requested substitution in a timely manner. The State may, in its sole discretion, terminate the services of any person providing services under this Contract. Upon such termination, the State may request acceptable substitute personnel or terminate the contract services provided by such personnel. 4.9 VENDOR’S REPRESENTATIONS a) Vendor warrants that qualified personnel shall provide Services under this Contract 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 industry. Vendor agrees that it will not enter any agreement with a third party that may abridge any rights of the State under this Contract. Vendor will serve as the prime contractor under this Contract and shall be responsible for the performance and payment of all subcontractor(s) that may be approved by the State. Names of any third party Vendors or subcontractors of Vendor may appear for purposes of convenience in Contract documents; and shall not limit Vendor’s obligations hereunder. Vendor will retain executive representation for functional and technical expertise as needed in order to incorporate any work by third party subcontractor(s). b) If any Services, deliverables, functions, or responsibilities not specifically described in this Contract are required for Vendor’s proper performance, provision and delivery of the service and deliverables under this Contract, or are an inherent part of or necessary sub-task included within such service, they will be deemed to be implied by and included within the scope of the contract to the same extent and in the same manner as if specifically described in 56-2017PDRFP: Vendor: __________________________________________ 15 the contract. Unless otherwise expressly provided herein, Vendor will furnish all of its own necessary management, supervision, labor, facilities, furniture, computer and telecommunications equipment, software, supplies and materials necessary for the Vendor to provide and deliver the Services and Deliverables. c) Vendor warrants that it has the financial capacity to perform and to continue perform its obligations under the contract; that Vendor has no constructive or actual knowledge of an actual or potential legal proceeding being brought against Vendor that could materially adversely affect performance of this Contract; and that entering into this Contract is not prohibited by any contract, or order by any court of competent jurisdiction. 56-2017PDRFP: Vendor: __________________________________________ 16 5.0 SCOPE OF WORK 5..1 GENERAL MISSION & TEXTBOOKS The elements and minimum requirements of a full-service Bookstore at ECU must include, but are not limited to, the following: Supporting the academic mission of ECU by providing cost-efficient and effective course materials and educational services and effective course materials for to students, staff, and faculty. 5..1.1 Creating and implementing effective strategies to reduce the cost of course materials to ECU students by offering a used textbook and book buyback program, comprehensive textbook rental program, digital textbook/course materials program, access to Open Educational Resources (OER) course materials, and by utilizing emerging and cutting-edge technologies. 5..1.2 Providing easy access and multiple distribution channels for course materials and other educational services. 5..1.3 Developing a proactive textbook/course materials strategy, that will allow the Bookstore to compete effectively in the challenging university bookstore environment. 5..1.4 Communicating and coordinating with faculty regarding the use of all types of course materials, to include course packets. 5..1.5 Communicating and coordinating with faculty regarding the on-time requisitioning/adoption of textbooks and course materials in order to achieve state-mandated deadlines and percentages (currently required 90%), federal HEOA requirements, and any other regulations. Effective and efficient online textbook and course materials adoption services must also be provided. 5..1.6 Providing comprehensive textbook/course materials services to support all University programs, including ECU current or future distance learning programs and online courses. 5..1.7 Textbook and course materials online ordering service prior to and during each fall and spring semesters and summer sessions. 5..1.8 Textbook rental program for all academic terms, that can be purchased and/or acquired by the customers both in-store (pull off the shelves and charge out at point of sale terminal) and online (customer has option to have online order for pick-up in store or shipped to non-store address). 5..1.9 Textbooks and course materials being offered in digital or electronic formats if those items are available by the publishers in these formats. 5..1.10 Textbook buyback service both in store and online, with multiple buyback sites on ECU campus for end of fall and spring semesters; daily textbook buyback service offered majority of the calendar year. 5..1.11 Textbook rental return service in its store, with peak periods at the end of the academic terms. Textbook rental return service to also be offered as mail or ship to store option for those students who cannot utilize textbook rental return service in store. 5..1.12 Custom Publishing/Copyright Clearance Center with campus on-site staff working directly with faculty to ensure adherence to appropriate clearances, edits, and policies. 5..1.13 Store must follow university policy to loan a faculty member a textbook for use as a desk copy for a period of 60 days if there is an immediate need due to inability to receive one from publisher. 5..1.14 Provide real world learning experiences for student workers. 56-2017PDRFP: Vendor: __________________________________________ 17 5..2 STORE OPERATIONS 5..2.1 Providing excellent customer service, including minimizing transaction times and wait times for in-store and online purchases, and ensuring efficient processing of all transactions. Must have capability of accepting financial aid, scholarship funds, special account charges, etc. at register. 5..2.2 Utilizing the latest, most secure, PCI compliant, and state-of-the-art technology for Bookstore operations (e.g., point-of-sale, inventory management, Website, financial aid, registration integration, online price comparisons, etc.). 5..2.3 Creating a dynamic, innovative, customer-centric, and exciting retail environment with an East Carolina University themed atmosphere that promotes and enhances the ECU brand. 5..2.4 Introducing new products and services that meet the evolving needs of customers, including ECU students, faculty, staff, alumni, fans, and visitors. 5..2.5 Implementing a comprehensive marketing and promotional strategy that will assist with advancing the ECU brand among ECU students, faculty, staff, alumni, fans, and visitors. 5..2.6 Supporting the academic mission of ECU by providing a general book area that supports faculty and alumni authors, speakers, lectures, local authors, and other campus academic and intellectual events. 5..2.7 Provide In-store service of special ordering of textbooks, other course materials, and technology hardware, software, and accessories that are currently out of stock (average delivery timeframe of 3-5 business days). 5..2.8 Author signings and receptions in the campus bookstores and where requested, at on-campus author signings, receptions, presentations, and lecture series. At these events, bookstore must have full capability to conduct point-of-sale transactions in a PCI compliant secure manner, and accept various payment methods such as cash, personal check, and credit/debit cards, along with providing printed, itemized receipts to the customers at these events at point of sale. (See http://www.ecu.edu/cs- admin/financial_serv/pci/index.cfm) 5..2.9 Selling and staffing of university licensed insignia merchandise at minimum, select ECU Department of Athletics and ECU Pirate Club events and facilities to include football games and Purple-Gold Pigskin Pigout spring football event (numerous selling locations at Dowdy-Ficklen Stadium), basketball games (men’s/women’s) (location at Minges Coliseum), and baseball games (location at Clark-LeClair Stadium). Games/Events to be designated by ECU Athletics. At these events, Bookstore must have full capability to conduct in a secure manner point of sale transactions and accept various payment methods such as cash, personal check, and credit/debit cards, along with providing printed, itemized receipts to the customers at these events at point of sale. 5..2.10 At football game events, bookstore must have selling locations both inside and outside the football stadium and/or as designated by ECU Athletics. 5..2.11 Minimum of four (4) selling locations inside and one (1) selling location directly outside the football stadium gate area or inside Minges Coliseum. 5..2.12 The inside selling locations must have required locations under the stadium lower deck on the north and south sides, with a minimum of two point of sale locations and two workers on each side. 5..2.13 Stadium upper deck booth on the north side, with a minimum of one point of sale location and two workers. 5..2.14 Stadium end zone booth on the east side, with a minimum of two point of sale locations and two workers. 56-2017PDRFP: Vendor: __________________________________________ 18 5..2.15 The selling location(s) outside the football stadium main gates could be placed at strategic locations, with prior approval given by ECU Athletics, before the games for fans wanting to make purchases while tailgating and waiting for the athletic event to begin. This outside location should have a minimum of one point of sale location and two workers. Other selling location outside the football stadium could be inside Minges Coliseum at Dowdy Student Stores booth also used during basketball season, with a minimum of one point of sale location and two workers. 5..2.16 Collaboration and distribution of all ECU state employee service award gifts annually at both main store on main campus and satellite store on Health Sciences campus. This task is coordinated through a working relationship with ECU Human Resources and traditionally done in the spring of every year, whereby Bookstore purchases and inventories all award gifts, provides individual customer service with recipients, and handles charge-back to department at completion of program. 5..2.17 Collaboration and coordination with ECU Human Resources for University’s employee recognition program award gifts, (Treasured Pirate), to include inventory of gifts, monthly fulfillment, and delivery to HR with charge-back of purchases. 5..2.18 Collaboration and distribution of all student graduation regalia. Work with Registrar’s office to ensure adequate supply of caps and gowns are available for each commencement ceremony and provide free distribution to undergraduate students; fee-based distribution to graduate and doctoral students. Provide shipping upon request. Maintain appropriate student listing for distribution of honor cords. Cost of regalia is subsidized by student fee that covers approximately $5 above regalia cost. 5..2.19 Computer and/or technology department within Bookstore, that’s operated by same Bookstore, with educational discounts offered on computer hardware and software, tablets, new release technologies, computer accessories, and in-store staff troubleshooting. Computer servicing and support for students are provided by Pirate Techs within ITCS Department at other campus locations. 5..2.20 Bookstore computer department will be responsible for any personal purchase computer-related orders placed by current ECU students, staff, and faculty, including those items that are within the university’s academic computer program requirements or recommendations for the students’ major field of study. Maintaining of sufficient in-stock inventory is expected during Orientation and fall semester start-up. 5..2.21 Bookstore computer department will also be responsible for any computer-related orders placed by any ECU department, with delivery options of pick up in store and delivery to designated department location and contact person. ECU department orders can be made and processed online via ECU’s online purchasing system (PORT) and in-store via ECU procurement card, interdepartmental transfer (IDT), or other bookstore payment methods accepted in store and at point of sale. University to retain any commissions earned on sales of computers to University departments. 5..2.22 Developing a comprehensive and ECU custom marketing and promotional strategy that will assist with advancing the ECU brand. Will develop marketing strategy to focus on educating and informing students and the campus community about textbook and course material options, particularly related to cost- savings; and other pertinent course-related information. Contractor shall develop and fully implement a social media marketing and promotion strategy and program. To the extent that Contractor develops its own social media sites (e.g. Facebook, Twitter, Instagram, etc) and/or integrates with University social media sites, Contractor shall be required to keep its posted information up-to-date, refresh its sites frequently that’s consistent with effective social media strategies, and conform to University social media standards and practices. 5..2.23 Assisting with promoting and branding ECU by offering a broad selection of ECU licensed emblematic clothing, gifts, and related merchandise. 5..2.24 Providing exceptional value to customers by offering high quality products and services at fair prices and multiple price points. 5..2.25 Providing a comprehensive online/web strategy and/or mail order program. 5..2.26 Maintaining user-friendly and PCI compliant, secure store Website customized for ECU. Website must be on the ECU platform and meet ECU prior approval for format and content. Website must feature Bookstore 56-2017PDRFP: Vendor: __________________________________________ 19 products and services offered, and include at minimum, store contact information, store hours (current day, week, month, and following month), location, promotions and special events, computer/technology products and services, textbook/course material information/availability, refund/return information, along with e-commerce capabilities. 5..2.27 Bookstore Website that includes textbook/course material online ordering service, especially for distance education students. The textbook online ordering Website will show the courses offered with required, optional, recommended, and/or choice textbooks, availability as rental and/or digital formats, and all costs including freight charges through a reliable freight carrier that can show tracking information such as UPS, FedEx, etc. Bookstore will be responsible for processing and shipping all textbooks ordered online to the customer. 5..2.28 Balanced selection available in the Bookstore and online, wherever possible, of new, used, rental, and digital textbooks. Although fluctuation is expected depending on faculty adoptions and publishing schedules, the ratio of new to used books should be approximately 60-70% new to 30-40% used. 5..2.29 Bookstore Website that includes online ordering service for other products such as computer and technology products. The computer and technology products will have the latest configurations, specifications, and pricing that are customized toward the University’s student computer program, which gives the latest student computer requirements and recommendations, and also have a direct link at https://itcs.ecu.edu/student-computer-requirements/. 5..2.30 On-campus bookstore will be responsible for shipping all ordered textbooks, course materials, and computer/technology products, to the customer’s designated delivery address. Free in-store pickup will also be an option during all regular store hours, with extended hours during peak book rush. 5..2.31 Bookstore Website that includes online ordering service for other products such as university licensed insignia products such as apparel, clothing, and gifts. 5..2.32 Support donation requests and sponsorships given to student and campus organizations, special campus events, and functions. 5..2.33 Provide active support of new student orientation and admissions programs by providing such items as embroidered polo shirts for group leaders, as well as store coupons, bags, program materials (folders, pens, etc.) and other giveaway items. 5..2.34 Coordinate and maintain a Textbook Loan Program offered to eligible full-time ECU staff, faculty, spouses, and their dependent children (certain restrictions apply and funding assisted with ECU Vending Services). See 5.2.7. and Exhibit D. 5..2.35 Special ordering of merchandise for ECU departments and official organizations of store merchandise including textbooks, course materials, technology products, supplies, and custom-designed ECU licensed apparel, gift, or other insignia products. 5..2.36 Hold various promotions, sales events, and special events for Bookstore merchandise to include fall and spring grad fairs; spring and fall sidewalk sales, as well as a large-scale holiday sale events, at both east and west campuses. Special open house events will be held during fall and spring Admissions Open Houses, Homecoming, and each Orientation session. Main Campus Bookstore will be operational and promotions events will take place on every home football game, including the spring scrimmage game and related events. Additional sales events are expected throughout the year for various holidays and events on both the main campus and west campus, and the expectation is support/presence from the contractor awarded the contract. 5..2.37 Computer kiosk or print station available in the main campus store for students to conveniently print out academic schedules and/or book lists. 5..2.38 Stores must have the ability to accept and charge out at their point of sale terminals funds on the campus identification card (1 Card) for any in-store purchase. Awarded contractor will supply their proprietary POS in the event the ECU POS system is not operational at time of contractor control of bookstore. Contractor POS must be approved by ECU prior to implementation. Must also accept personal checks, major credit https://itcs.ecu.edu/student-computer-requirements/ 56-2017PDRFP: Vendor: __________________________________________ 20 cards (Visa and MasterCard), bank debit cards (Visa and MasterCard), departmental purchase orders, university procurement cards, IDTs, and in-house charge accounts. Stores must also have the ability to accept scholarship and financial aid funds as payment. 5..2.39 Store has toll-free number for long distance telephone callers. 5..2.40 Provide free gift-wrapping service for all customers for any store purchase. 5..2.41 Gift cards available in stores and can be loaded immediately in any dollar amounts inside the bookstore. Gift cards can be used for either in-store or online purchases. 5..2.42 The Bookstore coordinates the selling of class rings and partners with the ECU Alumni Association on The ECU Official Ring collection that includes an official ring ceremony that’s normally held 1-2 times per year. One (1) third-party vendor handles the sale of the official ring collection (currently Jostens). The Bookstore and Alumni Association split the sales commission on the rings sold. 5..2.43 The Bookstore provides graduation regalia to all students through special arrangements with the Registrar’s Office and sells a selection of graduation merchandise (i.e., diploma frames, souvenir tassels, stoles, announcements, etc.) in the Bookstore. Distribution is free in-store pickup, with shipping option available. In addition, the Bookstore coordinates the rental of regalia for Faculty, Staff, Doctoral Students, and dignitaries affiliated with graduation. The Bookstore also arranges for an on-campus vendor (currently Oak Hall) to visit for faculty purchases of custom regalia each fall and spring semester. (Note: The pricing of graduation regalia that includes the undergraduate and graduate standard regalia— cap, gown, and tassel—are capped since the University’s graduation account covers the student graduation regalia, which is paid for by student fees. The Bookstore’s charge to this graduation account currently cannot exceed $19 for undergraduate regalia and $22 for graduate regalia.) Please note – awarded supplier must ensure graduation products are available and timely, at least 45 days before that graduation event (regalia and related accessories, announcements, class rings, diploma frames, custom nursing pins, etc). 5..2.44 Maintain relationship with regalia vendor to facilitate faculty rentals for all commencement and convocation ceremonies; and coordinate on-site purchasing opportunity for each fall and spring semester. 5..2.45 Provide student employment, enrichment, and internship opportunities. 5..2.46 The Bookstore’s main store features textbooks/course materials, school and office supplies, emblematic clothing and gifts, jewelry, computer/technology hardware, software, and supplies, art supplies, and miscellaneous sundries such as snacks and health and beauty products. Due to lack of demand, very little trade and leisure reading books are offered. 5..2.47 The Bookstore’s satellite store features medical reference books, school and office supplies, emblematic clothing and gifts embroidered medical scrubs and lab coats and miscellaneous sundries such as snacks, beverages, and health and beauty products. Textbooks and course materials are provided during rush periods at the beginning of academic terms. 5..3 Current Physical Bookstore Locations, Operation Hours, Historical Sales and General Information Bookstore currently consists of the following physical operations: 5..3.1 The Bookstore main campus 5..3.1.1 The store relocated to the new Main Campus Student Union (aka Main Student Center) on the main campus in December 2018. It officially opened in early January 2019 along with the Main Student Center grand opening. The Bookstore is a two-level store and is approximately 23,000 square feet 56-2017PDRFP: Vendor: __________________________________________ 21 that includes over 15,000 square feet of retail/sales floor space and over 7,600 square feet of office and storage space. The Main Student Center is over 220,000 square feet and includes the Bookstore, Ballroom (14,000 square feet), Black Box Theater, six dining locations, Dr. Jesse R. Peel LGBTQ Center, Ledonia Wright Cultural Center, central loading dock and multiple lounges, study rooms, and gaming center. An adjacent parking deck is located at the Main Student Center with over 700 parking spaces including 15 ADA spaces. Parking deck hourly parking is currently available at a fee of $1 per hour and is available to all ECU faculty, staff, students, and campus visitors as long as space is available. The website to the Main Student Center is at https://studentcenters.ecu.edu/main-campus- student-center/. The Bookstore Website (www.studentstores.ecu.edu) The approximate square footage breakout is as follows: SPACE SQUARE FOOTAGE Retail Sales 15,055 Stockroom & Storage 4,000 Offices & Miscellaneous 3,645 TOTAL SQUARE FOOTAGE 22,700 See “Main Campus Current Facility Floor Plans,” Exhibit A. 5..3.2 ECU Health Sciences Bookstore 5..3.2.1 The Bookstore satellite store relocated to the Health Sciences Student Center in May 2019. This satellite Bookstore (aka Health Sciences or HS Bookstore), is approximately 900 square feet that is located on the second floor of the HS Student Center. Most of the HS Bookstore space is sales floor space and it has one office/storage room. The HS Student Center is 75,000 square feet and includes the HS Bookstore, recreation and wellness center, ballroom, multiple dining locations, central loading dock and multiple lounges and study rooms. 5..3.2.2 Souvenir Shops at ECU Athletic Venues at select athletic facilities and events such as Dowdy-Ficklen Stadium (football), Minges Coliseum (football and/or basketball), and Clark-LeClair Stadium (baseball). 5..3.2.3 Remote sales on the ECU campuses, that include book author signing events, sidewalk sales, and other special events 5..4 Sales Bookstore's total sales for Fiscal Year 2019 (last full fiscal year before COVID-19) exceeded $10,000,000. Total sales for Fiscal Year 2020 exceeded $8,000,000, where both Bookstores closed from mid-March 2020 and reopened in early August 2020. Approximate total sales for the past five fiscal years are as follows: FY '20 FY '19 FY '18 FY '17 FY '16 TOTAL SALES $8,266,000 $10,268,000 $11,323,000 $11,614,000 $12,156,000 The Bookstore's approximate sales figures for the major departments/categories for the past five fiscal years are as follows: DEPARTMENTS FY '20 FY '19 FY '18 FY '17 FY '16 New Textbooks 3,432,000 4,033,000 4,898,000 5,222,000 5,637,000 Used Textbooks 777,000 1,041,000 1,168,000 1,327,000 1,319,000 Trade Books 3,000 8,000 10,000 6,000 7,000 Supplies (Art/School) 525,000 595,000 638,000 639,000 607,000 Apparel 1,314,000 1,722,000 1,553,000 1,577,000 1,695,000 Gifts 425,000 558,000 423,000 471,000 488,000 Computer/Technology 1,735,000 2,196,000 2,450,000 2,241,000 2,251,000 Sundries 23,000 96,000 104,000 96,000 96,000 https://studentcenters.ecu.edu/main-campus-student-center/ https://studentcenters.ecu.edu/main-campus-student-center/ http://www.studentstores.ecu.edu/ 56-2017PDRFP: Vendor: __________________________________________ 22 Commissions 399,552 439,000 569,000 562,000 485,000 See Exhibit G for a breakdown of gross sales specifically from athletic concessions. These sales are included above within apparel and gift sales. 5..5 Hours of Operation 5..5.1 The Bookstore's current hours of operation (during non-Rush periods and not during COVID-19 related reduced hours) are as follows: Main Campus Bookstore Regular Hours Of Operation • Monday - Thursday: 9:00 a.m. - 6:00 p.m. • Friday: 9:00 a.m. - 5:00 p.m. • Saturday: 11:00 a.m. - 3:00 p.m. Health Sciences Bookstore Regular Hours Of Operation • Monday - Friday: 9:00 a.m. – 5:00 p.m. (Note: Hours of operation are extended as needed during back to school rush and for special events such as each home football game, Admissions Open House, etc.) 5..6 Department and Customer Discounts 5..6.1 Customers making purchases for ECU Departments receive discounts of the following in stock merchandise: twenty-five percent (25%) discount on regular priced insignia apparel and gifts ten percent (10%) discount on regular priced supplies, books, and course materials. 5..6.2 Department purchases are typically done by IDT (Inter-departmental Transfer), or in-house charge account and are exempt from sales tax. Other discounts are made for ECU employees (displaying valid ECU ID card at checkout) and military discounts (displaying valid military ID at checkout) and are 10% discount on regular priced insignia apparel and gifts. 5..7 Tender Types 5..7.1 Bookstore accepts cash, personal checks, major credit cards (Visa or MasterCard), bank debit cards (Visa or MasterCard), the ECU Campus Card (also known as the 1 Card), Bookstore gift cards (interface with Bookstore point of sale system), departmental purchase orders, university procurement cards, IDTs, and in-house charge accounts. The Bookstore also accepts scholarship vouchers and financial aid account vouchers. 5..8 Financial Aid 5..8.1 Excess financial aid for eligible ECU Students can be transferred to the Bookstore Account, which is on the ECU 1 Card that can be used for any in-store Bookstore purchase. The Bookstore accounting office can also accept funds, via credit card, personal check, or cash, to be transferred to a Bookstore Account. 5..9 Website 5..9.1 The ECU Bookstore operates a full-service Website. The Website offers customers the ability to order textbooks (rentals and non-rentals, digital), computer and technology products, and general merchandise online. The ECU Bookstore operates its Website in accordance to the State of North Carolina’s Umstead Act, where sales are limited to students, faculty, staff, alumni, and their immediate family members. The Website includes information such as store hours (including current and next month’s hours), events calendar, Bookstores locations and maps, return policies, mission statement, and staff directory. 5..10 General Book Events 56-2017PDRFP: Vendor: __________________________________________ 23 5..10.1 The Bookstore supports special events (lectures, readings, speakers, etc.) on campus by selling books at a variety of University events and campus locations throughout each year. 5..11 Donations / Contributions 5..11.1 The Bookstore provides to the campus community donations of scholarship funds, merchandise, Bookstore gift cards, books, etc., to support various departments, students, programs, events, etc. 5..12 Personnel and Staffing 5..12.1 The Bookstore is normally staffed with the following benefits-eligible permanent positions: 1 - Director (Business Officer) 1 – Associate Director (Business Officer) 1 - Accountant 3 - Support Services Supervisors (Department or Satellite Store Managers) 9 - Support Services Associates 3 - Administrative Support Specialists 3 - Administrative Support Associates 1 - Technology Support Analyst In addition, the Bookstore employs approximately 10 student employees, averaging a 15-20 hour per week schedule per student employee. During peak periods, as many as 20 additional temporary employees are hired. The bookstore has provided student internships in the Bookstore areas of its merchandise department, accounting department, technology support, and marketing areas. 5..12.2 Licensing Program ECU’s licensing program is managed by the ECU Trademark Licensing Office in conjunction with The Collegiate Licensing Company, Inc. (CLC). All companies who wish to produce and sell ECU branded merchandise are required to obtain a license to do so. Licenses are obtained through an application developed and administered by CLC. The Bookstore is required to comply with the University’s licensing program. Additional information about ECU’s licensing program can be found at https://licensing.ecu.edu/. Contractor shall purchase ECU branded merchandise only from licensed vendors who adhere to ECU’s licensing program requirements. AWARDED CONTRACTOR OPERATIONS EXPECTATIONS/REQUIREMENTS, CUSTOMER SERVICE LEVELS 5..13 Store Operations. 5..13.1 Bookstore Name. The name of the Bookstore will remain branded as the “ECU Dowdy Student Stores” or “Dowdy Student Stores.” Some of the Bookstore Departments or Satellite Stores will remain and branded with their current names, such as “Tech Deck” for its Computer Department and “Health Sciences Store” for its satellite store at Health Sciences campus. 5..13.2 The contractor shall operate the Bookstore on its own credit and shall furnish at its own expense, all merchandise, equipment, labor, supplies, and services required to perform its duties and responsibilities as required by the University. 5..13.3 The contractor shall provide the ECU community with a full range of course materials, new textbooks, used textbooks, digital textbooks, custom published materials, rental textbooks, general books, reference books, school supplies, art supplies, computer/technology hardware, software, and computer accessory supplies, general merchandise, emblematic clothing, gifts, limited selection of convenience items, health and beauty aids (HBA’s), special order services, graduation regalia and graduation related merchandise, https://licensing.ecu.edu/ 56-2017PDRFP: Vendor: __________________________________________ 24 class rings, graduation announcements, and other services expected from a full-service university bookstore with satellite store and remote locations. 5..13.4 The contractor will have the exclusive right to operate the ECU Bookstores; however, the ECU Administration may authorize the sale of certain items by approved vendors, student groups, or by organizations of or associated with ECU. 5..13.5 The contractor shall withdraw from display or sale, any item or items, which the University requests not be displayed or sold. 5..13.6 No Competitive Store. Contractor shall not operate any physical store within a twenty-five mile radius of University and Greenville, N.C., unless Contractor has agreed to pay a royalty or sponsorship payment to ECU for the use of the ECU indicia or name. In addition, Contractor shall not operate a website or other online presence that sells ECU branded merchandise unless Contractor has agreed to pay a mutually agreed upon royalty or sponsorship payment to ECU for the use of UNC indicia or name. The operations as described in this section shall not be considered a part of or division of the operations of the ECU Bookstore(s). The rate of any applicable royalty or amount of sponsorship payment shall be specified in an agreement between Contractor and ECU. 5..13.7 The contractor will offer for sale in the Bookstore a limited selection of convenience products (i.e., beverages, candy, snacks, HBA’s, etc.). Convenience product lines, and the amount of space allocated to convenience products, require prior approval by the University. The contractor must adhere to University contracts, including the following contractors, guidelines, and policies: University’s exclusive beverage contract; the University’s sales and solicitation policies; and the State of North Carolina Umstead Act. 5..13.8 Product Approval. Contractor shall immediately withdraw from display or sale, any product, products, or services that University requests not be displayed, sold, or promoted. New product categories that Contractor would like to sell at ECU Bookstores will require University’s prior written approval. 5..13.9 Bookstore Locations (Current and Future). The contractor will manage and operate the ECU Bookstores, both at current and future locations. The Bookstore Main Store is currently located in the Main Campus Student Center. The Bookstore satellite store is currently located in the Health Sciences Student Center. ECU has the right to add or remove Bookstore locations if ECU deems such additions or removals are in the best interest of ECU. 5..13.10 Website / Mail Order. The contractor will manage and operate a full-service Website/Mail Order Program. The website shall have a full range of ECU emblematic merchandise as well as other college store products and services. 5..13.11 Special Events / Remote Locations. The contractor will support Bookstore special events (graduation, athletic events, lectures, readings, speakers, etc.) on campus by selling emblematic merchandise, graduation merchandise, books, etc., at University events. This includes selling merchandise at all home football and men’s basketball games, women’s basketball games, baseball games, and at other special events as required by ECU. 5..13.12 Fixtures / Equipment. The contractor shall, at its sole expense, provide any necessary fixtures or equipment (e.g., transporting vehicle, concession cart, tent, POS terminal, etc.) to sell ECU merchandise at designated special events on campus and at remote locations to capitalize on sales opportunities. 5..13.13 Trash Removal / Recycling. The contractor will participate in ECU’s mandatory recycling program. The contractor is to remove all trash and recyclable materials and place them in the proper ECU recycling containers. 5..13.14 Environmental / Sustainability Practices. ECU’s Sustainability Mission encourages the increased use of environmentally preferable products and services for ECU. Explain how the contractor will utilize environmentally friendly practices in its operation of the ECU Bookstore. 5..13.15 Reporting Requirement. The contractor will report to ECU’s Associate Vice Chancellor for Campus Safety & Auxiliary Services, or designee. Explain how the contractor will meet and communicate with ECU’s Associate Vice Chancellor for Campus Safety & Auxiliary Services, or designee, on a quarterly basis, at a minimum, to review the Bookstore’s performance. 56-2017PDRFP: Vendor: __________________________________________ 25 5..13.16 Licensing, Permits, Taxes. The contractor will secure and pay for all federal, state, and local licenses and permits required for the operation of the ECU Bookstore. The contractor shall pay for any and all taxes and assessments attributable to the operation of the ECU Bookstore provided herein, including but not limited to sales taxes, excise taxes, payroll taxes, and federal, state, and local income taxes. 5..13.17 Hours Of Operation. Hours of operation will include Monday through Saturday, at a minimum, during the academic year and will be defined by the University in conjunction with the contractor. Hours of operation will be extended during the beginning of each semester and to support special programs and events as necessary (i.e., Open Houses, Graduation, Family Weekend, Orientation, Homecoming, Home Football Games, etc.). Changes to the defined hours of operation must be approved by ECU in advance. The contractor will staff the Bookstore adequately during all hours of operation, including peak business hours and extended hours of operation, to provide the level of service required by ECU. 5..14 Customer Service. 5..14.1 The contractor shall operate the Bookstore in a manner that reflects the image and reputation of ECU and supports the vision, mission and core values of the University. The contractor shall become involved in the academic, cultural, and social environment at ECU, taking advantage of opportunities to offer special merchandising, marketing, and/or assistance based upon the ongoing and unique activities of ECU. 5..14.2 Customer Feedback. The contractor shall seek customer feedback on a regular basis, and at least annually, through methods that include, but are not limited to, customer surveys, student, faculty, and alumni focus groups, customer comment cards, secret shopper programs, etc. Customer feedback results will be shared with ECU. 5..14.3 Employee Nametags/Identification Tags. Contractor shall ensure that all ECU Bookstores employees wear visible nametags/identification tags that are professional and clearly identifies the employees name along with ECU Bookstore name. 5..14.4 Reporting Requirement. Contractor shall report to ECU’s Vice Chancellor for Administration and Finance or someone as designated by that position. Contractor will meet at least quarterly to review the ECU Bookstores overall operations, course materials program, and other strategic planning and improvement programs. 5..14.5 Refund Policy. The contractor’s refund policy on all Bookstore merchandise must be sensitive to the needs of ECU students and customers. Provide information on your refund policy on all Bookstore merchandise, and how it will be sensitive to the needs of ECU students and customers. 5..14.6 The contractor will cooperate to whatever reasonable extent possible in order to assist and be supportive to student organizations and student activities of ECU with respect to Bookstore services and merchandise. 5..14.7 Donations and Contributions. How the Contractor will provide donations and/or contributions of merchandise (retail value), textbook scholarships, Bookstore gift certificates / gift cards, etc., to support various departments, programs, events, etc., on campus. (Note: The amount of donations, textbook scholarships, etc., offered by the contractor should be listed under “Additional Financial Incentives” on the Financial Bid Form, Attachment A.) 5..14.8 Textbook Loan Programs and Related Special Programs or Services. How the Contractor will provide contributions toward various textbook loan programs and/or special services. Current textbook loan programs and special services that the Bookstore currently contributes toward or provides include the ECU Staff and Faculty Textbook Loan Program, where funding is provided by areas within ECU Administration and Finance Division and labor is provided by the Bookstore at no charge. The ECU Staff and Faculty Textbook Loan Program is available to full-time, permanent ECU staff and faculty, or their eligible dependent children or spouse. More details and participation criteria on this textbook loan program can be found at https://studentstores.ecu.edu/ecu-textbook-loan-program/. Other book loan