Statewide Courier Services

00 5-RFB-2446-2026 - Statewide Courier Services
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SECTION 3 - SPECIFICATIONS
All items listed in this Section are Bid Specifications. A successful Bidder must be able to satisfy all these
specifications to be deemed a Responsible Bidder.
3.1 Courier Service Requirements
A successful Bidder must be able to provide all services and deliverables as required, described,
and detailed below and shall meet all service and delivery timelines to be deemed a Responsible
Bidder.
3.1.1 Daily Routes
Bidder shall provide courier services to locations across the State of Iowa. The Bidder shall
complete all scheduled route stops within the designated timeframes and shall provide
consistent, reliable service using the same courier personnel whenever possible to
maintain familiarity with Agency locations and procedures.
3.1.2 On-Call Service
Bidder shall provide on-call pick-up and delivery service.
3.1.2.1 The Bidder shall provide service to call-in locations only after receiving a service
request from the agency through the Bidder's web portal, by telephone, or by
email.
3.1.2.2 The Bidder shall maintain a dedicated telephone number and email address for
submitting and receiving service requests throughout the term of the contract.
3.1.2.3 The Bidder shall provide next-day service for agency requests that are received
no later than 2:30 PM local time.
3.1.2.4 The Bidder shall confirm receipt and scheduled pick-up time by email
notification to DAS - Mail Services designee.
3.2 Package Handling
All packages will be handled in the manner mandated for transportation by Federal and State of
Iowa laws. The Bidder shall not pick up any delivery requests or packages that are not contained
in sturdy sealed and properly addressed containers. No packages shall be picked up with damaged
or leaking materials.
3.2.1 Packaging Standards
The Bidder shall not accept any packages that are not in sturdy, properly addressed, and
securely sealed containers. The Bidder shall refuse any packages that show signs of
damage or leaking materials.
3.3 Late Delivery Notification
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Examine3r.3s. 1 Delay Notification
The Bidder shall immediately notify all affected service locations and the DAS Mail Services
designee(s) regarding any unforeseen events that result in delays with pickups or
deliveries.
3.3.2 Service Credits
In the event of a late delivery, the State reserves the right to reduce invoice payments by
the cost of the delivery for any instance where packages were not received within the
requested timeframe.
3.3.3 Breach of Contract
Consistent late deliveries may result in contract breach or termination of a delivery route
at the DAS Mail Services' discretion.
3.4 Vehicle and Storage Facility Requirements
3.4.1 Security and Confidentiality
The Bidder's vehicles and storage facilities shall be equipped to handle sensitive materials
and documents. Transport vehicles shall feature fully enclosed, lockable cargo areas to
ensure security of materials during transit.
3.4.2 Standards and Compliance
The Bidder's vehicles shall be properly registered, insured, and maintained in a safe,
professional condition. Equipment and operators shall adhere to all applicable DOT, State,
and Federal regulations.
3.4.3 Maintenance and Records
The Bidder's equipment shall be serviced to meet manufacturer specifications, including
regular safety inspections of tires, brakes, and light. Detailed maintenance logs and proof
of insurance shall be available for Agency review upon request.
3.4.4 Technology and Communication
The Bidder's vehicles shall feature real-time GPS tracking available to the Agency upon
request. Drivers shall carry reliable communication devices (phones or radios) to maintain
constant contact with dispatch operators.
3.4.5 Specialized Equipment
The Bidder shall provide all necessary tools, including hand trucks, insulated containers
for climate sensitive items and locking security bags.
3.4.6 Identification and Branding
The Bidder's vehicles shall display company logos or decals for security and recognition.
3.4.7 Contingency Planning
The Bidder shall maintain back-up vehicles to ensure uninterrupted service. Mechanical
issues or routine maintenance are not valid excuses for service delays.
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Ex3a.m5 ineSrspe cialized Handling and Material Types
The Bidder shall demonstrate the capacity to securely transport and manage the following
material categories:
3.5.1 Confidential Documents
The Bidder shall transport confidential and sensitive documents in sealed containers. The
Bidder's personnel shall be required to sign non-disclosure agreements (NDA) prior to
performing services under this contract. Confidential materials shall remain under the
direct supervision of the courier at all times and shall not be left unattended.
3.5.2 Legal Filings
The Bidder shall provide chain-of-custody documentation for legal materials, including
signed logs and precise timestamps. Courier personnel shall be trained in handling time-
sensitive court filings. Forms shall be provided by the Agency, or the Bidder shall use forms
approved by the Agency.
3.5.3 Medical/Biohazard Materials
The Bidder shall transport laboratory specimens, in accordance with all applicable federal,
state, and local regulations, such as: OSHA Bloodborne Pathogens (29 CFR 1910.1030) and
DOT Hazardous Materials (49 CFR Parts 171-180) standards. The Bidder is responsible for
providing certified couriers, specialized packaging materials, and temperature-controlled
transport as needed.
3.5.4 Sensitive Equipment and Technology
The Bidder shall transport electronic devices and other sensitive technology items with
appropriate care to prevent damage during transport.
3.5.5 Heavy and Oversized Cargo
The Bidder shall be capable of transporting oversized packages and items weighing up to
120 pounds. For items exceeding standard dimensions or weight, the Bidder shall provide
specialized equipment and personnel with advance notice.
3.6 Tracking and Documentation
3.6.1 Real-Time Tracking
The Bidder shall maintain a comprehensive tracking system that provides real-time status
updates. Each entry shall include a unique tracking number, pick-up/delivery timestamp,
courier ID, recipient name/signature, and current status. The Agency shall have access to
this data via telephone, email, or online portal.
3.6.2 Proof of Delivery
The Bidder shall capture the recipient's signature, (electronic or written), printed name,
date, and time of each delivery. Proof of delivery documentation shall be provided to the
Agency within 24 hours of delivery completion.
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Examine3rs.6 .3 Delivery Manifests
For scheduled route services, the Bidder shall provide daily delivery manifests listing all
items picked up and delivered at each stop, with corresponding tracking numbers and
recipient signatures.
3.6.4 Failed Delivery Attempts
The Bidder shall document all failed delivery attempts, including date, time, reason for
failure, and actions taken. The Agency shall be notified immediately of any failed delivery
attempt, and the Bidder shall make reasonable efforts to complete delivery according to
Agency instructions.
3.7 Personnel Requirements and Employee Conduct
The Bidder shall guarantee the following:
3.7.1 Qualifications
The Bidder shall mandate that all drivers shall be at least 18 years old and proficient in
English (verbal and written). Drivers shall hold a valid, appropriate driver's license, a
clean driving record (maximum of two (2) moving violations in three (3) years), and no
DUI/DWI convictions within the last five (5) years.
3.7.2 Background Checks
The Bidder shall perform State and Federal criminal background checks on all staff.
Personnel with convictions for theft, fraud, violence, or drug-related offenses in the last
seven (7) years are ineligible. Certifications of these checks shall be made available upon
request.
3.7.3 Drug Testing
The Bidder shall maintain a drug free workplace, requiring pre-employment screening and
ongoing random testing as permitted by law. Any staff member testing positive for
controlled substances must be removed from this contract immediately.
3.7.4 Training
The Bidder shall ensure that personnel are trained in customer service, security, safe
driving, and use of technology. Those handling specialized items, (e.g., medical or
hazardous materials) require additional appropriate training and current certifications.
3.7.5 Uniforms and Identification Requirements
The Bidder shall require staff to wear branded uniforms while on duty and visible
photo D badges, displaying their name, company, and photo.
3.7.6 Professional Conduct
The Bidder's couriers shall demonstrate a high level of customer service and remain
professional and courteous while interacting with agencies and the public. Personnel shall
adhere to all agency site policies, including security, parking, and access protocols.
3.8 Account Representative and Emergency Contacts
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Examine3rs.8 .1 Dedicated Account Representation
The Bidder shall assign a dedicated account representative as a primary contact, available
Monday-Friday 8:00AM - 5:00 PM CT. This individual will oversee service coordination,
contract compliance, and shall respond to general inquiries within two (2) hours of being
notified.
3.8.2 Communication and Emergency Contact
The Bidder shall provide the DAS designee with written contact details for both a primary
and secondary contact. This list shall include office, cell, and emergency telephone
numbers, as well as email addresses. These individuals shall be authorized to resolve
complaints and take immediate action on urgent issues, responding within 30 minutes to
emergency situations.
3.9 Loss & Liability
3.9.1 Indemnification
The Bidder shall indemnify and protect the State against any losses arising from theft,
breakage, damage, or delays in pickups and deliveries.
3.9.2 Risk of Loss
The Bidder shall assume sole responsibility and risk for the safe transportation and
delivery of all packages.
3.9.3 In Transit
All items are defined as "in transit" from the moment they are loaded into the Bidder's
vehicle at the point of origin until they are accepted and signed for by an authorized
representative at the destination.
3.9.4 Reimbursement
If a loss occurs, the Bidder shall reimburse the State for the full cost of the package
contents and all associated shipping charges.
3.10 Security and Confidentiality
3.10.1 Confidentiality Agreements
The Bidder shall require all courier staff to sign confidentiality agreements pledging to
protect all Agency materials and information encountered during their service.
3.10.2 Secure Transport
The Bidder shall ensure that all items are transported securely to prevent theft, loss, or
unauthorized access. Confidential materials must remain in sealed containers or locked
bags and are never to be left unattended in a vehicle or unsecured area.
3.10.3 Facility Access
The Bidder's personnel shall follow all Agency security protocols, including signing in/out,
displaying ID badges, and undergoing screenings. The Agency may deny access to any staff
who fail to comply.
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Examine3rs.1 0.4 Data Security
The Bidder's tracking system shall use password protection and restrict access of Agency
data to authorized personnel only.
3.10.5 Incident Reporting
The Bidder shall immediately report any security incidents to the Agency, including but
not limited to lost or stolen materials, unauthorized access to materials, vehicle theft or
break-in, data breaches, or any other incident that may compromise the security or
confidentiality of Agency materials. Written incident reports shall be provided to the
Agency within twenty-four (24) hours of any security incident.
3.11 Additional Service Locations
3.11.1 Location Modifications
The State reserves the right to add, change, or delete delivery locations during the term
of this agreement. The Agency shall provide written requests to the Bidder.
3.11.2 Implementation Timelines
The Bidder shall complete any requested changes within seven (7) business days.
3.11.3 Relocation Invoicing
The Bidder shall update invoicing for any Agency that relocates within seven (7) days of
being notified of the change.
3.12 Holiday Schedule
The State of Iowa holiday schedule can be found at:
https://das.iowa.gov/state-employees/state-accounting/centralized-payroll/state-holidays
3.13 Customer Service and Communication
3.13.1 Dispatch Center
The Bidder shall maintain a fully staffed dispatch center during all service hours to manage
delivery requests and status updates. Dispatch center personnel shall answer calls
promptly and shall provide professional, courteous service.
3.13.2 Response Times
The Bidder shall respond to agency inquiries and requests within the following
timeframes during business hours:
Telephone calls: within thirty (30) minutes.
Email inquiries: Within two (2) hours.
Emergency/urgent requests: Immediate response required.
3.13.3 Problem Resolution
The Bidder shall maintain a formal process for problem resolution of service issues and
complaints. The Bidder shall acknowledge reported issues within two (2) hours of
notification and provide a resolution or a detailed action plan within twenty-four (24)
hours.
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Examine3r.1s3 .4 Technology Platform
The Bidder shall provide access to an online portal or mobile application for requesting
service and tracking deliveries. The Platform shall be secure and user friendly and be
accessible to Agencies twenty-four (24) hours per day, seven (7) days per week. The Bidder
shall provide training on the use of the technology platform.
3.14 Pricing and Billing
3.14.1 Pricing Structure
The Bidder shall provide a clear, detailed pricing structure for all services, including but
not limited to scheduled route services (daily flat rate), standard on-call deliveries, same-
day deliveries, after-hours and weekend services, mileage-based charges if required, wait
time charges if required, and any additional fees or surcharges.
3.14.2 Price Stability
The Bidder shall maintain firm prices for the initial contract term. Requests for price
adjustments shall be submitted in writing at least 60 days prior to the renewal date and
shall not exceed the lesser of five percent (5%) or the change in the Consumer Price Index
(CPI-U) for the State of Iowa for the preceding twelve (12) month period.
3.14.3 All-inclusive Rates
The Bidder shall not impose any fees, surcharges, or charges beyond those specified in
the pricing structure without prior written approval from the Agency. All costs associated
with providing services, including fuel, vehicle maintenance, insurance, and personnel
costs shall be included in the base pricing.
3.14.4 Invoicing and Documentation
The Bidder shall provide detailed monthly invoices itemizing all services provided,
including date, tracking number, service type, origin, destination, and applicable charges.
Invoices shall be accompanied by supporting documentation including proof of delivery
records for all completed deliveries.
3.15 Compliance and Regulatory Requirements
3.15.1 Licensing and Permits
The Bidder shall maintain all required federal, state, and local licenses, permits, and
certifications necessary to provide courier services, including but not limited to business
licenses, vehicle registrations, hazardous materials transportation permits, (as required),
and any other permits required by law.
3.15.2 Regulatory Compliance
The Bidder shall comply with all federal, state, and local laws, regulations, and ordinances
such as: Department of Transportation (DOT) regulations, Occupational Safety and Health
Administration (OSHA) standards, Americans with Disabilities Act (ADA) requirements,
Equal Employment Opportunity (EEO) regulations, and environmental regulations.
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Examine3rs.1 5.3 HIPPA Compliance
The Bidder shall comply with all requirements of the Health Insurance Portability and
Accountability Act (HIPPA) when transporting medical records, patient information, or
any protected health information (PHI). The Bidder shall execute a Business Associate
Agreement (BAA) prior to handling any PHI material.
3.15.4 Records Retention
The Bidder shall maintain all records related to services provided under this contract,
including delivery logs, proof of delivery documentation, invoices, and incident reports
for a minimum of three (3) years following contract completion or as required by law.
Records shall be made available to the Agency for inspection and audit upon request.
3.16 Contract Administration
3.16.1 Contract Manager
The Agency shall designate a Contract Manager who shall serve as the primary point of
contact for contract administration. The contract Manager shall have the authority to
interpret contract requirements, approve routine operational decisions, and coordinate
with the Bidder's account representative.
3.16.2 Regular Meetings
The Bidder shall participate in regular meetings with the Agencies Contract Manager, at
minimum quarterly, to review performance, address concerns, discuss service
improvements and changing needs. Additional meetings may be scheduled as needed.
3.16.3 Contract Modifications
Any changes to the scope of services, pricing, or other contract terms shall be
documented in writing through a formal contract amendment executed by both parties.
3.16.4 Transition Services
Upon contract expiration or termination, the Bidder shall cooperate fully with the Agency
and any successor Bidder to ensure a smooth transition of services. The Bidder shall
provide all necessary information, documentation, and assistance to facilitate continuity
of services.
3.17 Quality Assurance
3.17.1 Quality Control Program
The Bidder shall maintain a comprehensive quality control program to ensure consistent
service quality and contract compliance. The program shall include regular performance
monitoring, customer satisfaction surveys, personnel training and evaluation, vehicle and
equipment inspections, and corrective action procedures.
3.17.2 Customer Feedback
The Bidder shall implement a system for collecting and responding to customer feedback.
The Agency shall have the ability to provide feedback on individual deliveries and overall
service quality. The Bidder shall address negative feedback promptly and shall implement
corrective action as required.
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3.17.3 Continuous Improvement
The Bidder shall demonstrate commitment to continuous improvement by regularly
evaluating service delivery processes, identifying opportunities for enhancement, and
implementing improvements to increase efficiency, reliability, and customer satisfaction.
3.18 Emergency and Business Continuity
3.18.1 Emergency Services
The Bidder shall maintain the capability to provide emergency courier services during
natural disasters, public health emergencies, or other crisis situations as requested by the
Agency. Emergency service protocols shall be established at contract commencement.
3.18.2 Business Continuity Plan
The Bidder shall maintain a business continuity plan that ensures uninterrupted service
delivery in the event of equipment failure, personnel shortages, natural disasters, or other
disruptions. The business continuity plan shall be provided to the Agency upon request
and shall be tested annually.
3.18.3 Backup Resources
The Bidder shall maintain adequate backup resources, including vehicles, equipment, and
personnel, to ensure service continuity during peak periods, emergencies, or unexpected
circumstances.
3.19 Sustainability and Environmental Considerations
3.19.1 Fuel Efficiency
The Bidder is encouraged to utilize fuel-efficient vehicles and to implement route
optimization strategies to minimize fuel consumption and environmental impact.
3.19.2 Alternative Fuel Vehicles
The Bidder is encouraged to incorporate alternative fuel vehicles (hybrid, electric,
compressed natural gas, etc.) into their fleet when feasible and cost-effective.
3.19.3 Recycling and Waste Reduction
The Bidder shall implement recycling and waste reduction practices in their operations
and shall properly dispose of any waste materials generated during service delivery.
3.20 Deliverables
The Bidder shall provide the following deliverables:
3.20.1 Comprehensive service delivery
3.20.2 Daily proof of delivery documentation for all completed deliveries
3.20.3 Monthly performance reports
3.20.4 Monthly itemized invoices with supporting documentation
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3.20.5 Certificates of insurance and annual renewals
3.20.6 Personnel background check certifications upon request
3.20.7 Incident reports within twenty-four (24) hours of any security or service incident
3.20.8 Business continuity plan upon request
3.20.9 Quarterly performance review meeting participation
3.21 Performance Monitoring and Reporting
3.21.1 Quarterly Reports
The Bidder shall provide comprehensive quarterly performance reports to the Agency by
the tenth (10th) business day of each quarter for the preceding quarter. Reports shall
include, at minimum: total number of deliveries by service type, on-time delivery
percentage, average delivery times, failed delivery attempts with explanations, customer
service issues and resolutions, and any service disruptions or incidents.
3.21.2 Performance Metrics
The Bidder shall maintain the following minimum performance standards:
* On-time delivery rate of ninety-five percent (95%) or higher for all scheduled route
deliveries
* On-time delivery rate of ninety percent (90%) or higher for all on-call deliveries
* On-call delivery completion rate of ninety-five percent (95%) or higher within specified
timeframes
* Customer satisfaction rating of four (4) out of five (5) or higher based on Agency
feedback
* Zero tolerance for lost or stolen materials
3.21.3 Service Level Failures
Failure to meet performance standards for two (2) consecutive quarters within any twelve
(12) month period may result in contract termination or other remedies as specified in
the contract terms and conditions.
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