1. Contractor employees shall provide the highest standard of customer service; conducting themselves in a courteous and professional manner when interacting with University representatives. Contractor employees shall be uniformed and present a neat/clean appearance, with clearly visible identification including the Contractor and individual’s name. The proposal response must include a complete description of the uniform (pictures encouraged). 2. Each location shall have a scheduled pickup/delivery window of thirty (30) minutes. Pickup/delivery shall occur at each service during the identified pickup window. If the Contractor will be later than ten (10) minutes from the end of the 30-minute window, the Contract Administrator shall be notified via telephone and email prior to the start of the 30-minute window. Delivery/pickup shall occur each day on a schedule that will assure delivery to Wells Fargo-RTP prior to 2:00 PM on that day. The Contractor shall provide real-time communication with drivers to ensure prompt notification of any delay expected to be in excess of ten (10) minutes. 3. The Contractor shall provide a dedicated car or truck and two (2) dedicated drivers servicing only the University during the scheduled pick-up and delivery hours. This vehicle shall not make side service trips for non-University entities. The Contractor shall provide back-up drivers in the event that a regular driver is not available due to unforeseen, emergency situations. The normal business operations of the University cannot be disrupted and the Contractor shall have adequate controls and back-up resources in place to ensure continued flow of services. A minimum of one Contractor employee shall be present with the University property at all times. No property shall be left unattended, even if in a locked vehicle. The University will not be charged for pickups that are not received and receipted at the Wells Fargo - RTP by 2:00 p.m. on the day it is removed from the University. 4. The University reserves the right to add or delete stops as the deposit process evolves during the course of any resulting contract. The University’s Contract Administrator will notify the Contractor in writing by letter or email of any pickup/delivery changes. The Contractor shall assist the University to streamline routes and consolidate pickup/delivery locations. This may include the installation of drop facilities where multiple building pickups might be consolidated. Special pickups may be required during peak academic periods. Peak periods will vary by location and will be communicated directly to the contractor when they occur.The Contractor shall provide the flexibility to accommodate last minute route changes. 5. The following federal holidays are not observed by the University: Columbus Day, Veteran’s Day, and President’s Day. Pickup/deliveries may be required on these days as well as weekends and other holidays. The University recognizes that deposits picked up on federal holidays will not be deposited until the next business day. The awarded Contractor will be provided with the University’s Official Holiday and Closing Schedule. The Contractor shall provide service on any days the University is open, unless otherwise advised by the Contract Administrator. 6. In the case of inclement weather, the University may operate under Adverse Weather Policies. Delays or cancellations shall be communicated in real time with the University Contract Administrator. The Contractor will be provided with a copy of the official Adverse Weather Policy and must be prepared to provide service for Condition Levels 1-3 (See Section 1.3.3 Condition Descriptions), unless otherwise advised by the Contract Administrator. Disruptions in service due to non-adherence to the University Adverse Weather Policy will result in the Contractor not receiving payment for pickups scheduled that day. See Section 4 for point of contact requirements. 7. The University has facilities in 100 counties in North Carolina. While pickup/delivery is not currently required other than in Wake County, the proposal response must include a list of North Carolina counties that are currently in the service area of the responding Contractor. 8. Parking is very limited on campus. The Contractor shall make arrangements for parking permit(s) through the Transportation Department’s website (Administrative Service Center, Sullivan Drive 919-515-3424), adhere to all University traffic and parking regulations, and is responsible for the payment of any parking fees, fines, or physical damage to streets, buildings or appurtenances. Contractor vehicles shall not impede the normal flow of traffic at any pickup location, or block access to pedestrian walkways, fire and emergency lanes, handicap access and employee parking spaces.
