Airport Customer Experience Consulting Services
Port Authority of New York and New Jersey
Original Solicitation Links
Contact
Submission Instructions
Description
The Port Authority of New York and New Jersey is seeking proposals from directly solicited firms certified as Small Business Enterprises for expert professional airport customer experience consulting services on a call-in basis. Services may include customer experience strategy and implementation planning, customer experience data analysis and key performance indicators, benchmarking and market research, surveys and focus groups, marketing and communications campaigns, airport employee training, technology and process improvement recommendations, digital content review, standard operating procedures, customer experience standards manual updates, and support preparing related RFP and bid documents. The Authority may retain multiple firms, and future specific services will be solicited through task-order requests; no minimum amount of work is guaranteed. The solicitation requires the prime firm to demonstrate at least three comparable projects completed within the last ten years and at least two individuals with five years of relevant experience and/or two comparable projects each. Proposal materials include a cover sheet, signed Agreement on Terms of Discussion, Company Profile, staff and firm qualifications and experience, an MBE/WBE/SDVOB Participation Plan, cost multiplier and salary schedule, and a conflict-of-interest statement when applicable. The agreement is for a four-year period, and the solicitation includes insurance requirements including $2 million commercial general liability, $2 million automobile liability, statutory workers' compensation, $1 million employers' liability, and $2 million professional liability per claim.
Classification Codes
Smart Codes
Specifications
Timeline
Join TeamsRequirements
- Commercial General Liability — $2,000,000.00
- Automobile Liability — $2,000,000.00
- Workers' Compensation
- Employers' Liability — $1,000,000.00
- Professional Liability — $2,000,000.00
- Technology Professional Liability Errors and Omissions Insurance — $2,000,000.00
- Minimum 3 references
- Within the last 10 years
- Client point of contact required for each reference
Documents
| Title | Date Posted |
|---|---|
| Legal Ad | - |
| RFPDOC_6000002664.docx | Sep 16, 2025 12:14 AM |
| RFP_6000002664_AD.pdf | Sep 16, 2025 12:14 AM |
| Addendum1_6000002664.pdf | Sep 16, 2025 12:14 AM |
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