Cape Light Compact is soliciting proposals from qualified vendors to serve as the Lead Vendor (LV) for the Commercial Small Business Services (CSBS) Program. The program objective is to provide comprehensive information, small business energy assessments, and energy efficiency incentives to help customers retrofit existing small businesses with cost-effective energy efficient measures. Services include: overall program management and technical assistance; scheduling, follow-up, and technical assistance services; small business energy assessments utilizing approved software tools; efficiency measures and customer incentives administration; incentive processing; loan administration for financing major measures; quality assurance; data transfer and reporting; and marketing support. The program serves all non-multi-family commercial Cape Light Compact customers operating in existing properties with 100,000 kWh per year or less. The LV will be responsible for participant recruitment and intake, maintaining a computerized database tracking system, managing subcontractor relationships, performing quality control functions, processing incentives, administering low/no interest loan products, maintaining toll-free hotline, and submitting monthly implementation and management reports. Program management responsibilities include developing forms and materials, maintaining tracking systems, recruiting and training staff, procuring necessary equipment and materials, ensuring customer eligibility, coordinating schedules, managing follow-up with non-responders, handling customer complaints, coordinating quality assurance, and performing ongoing program development. The LV must offer two levels of energy assessments: Special Small Business Visits and Comprehensive Assessments. Energy assessments should provide customers with easy-to-understand reports including recommended measures, estimated costs, payback periods, and savings. The program includes various efficiency measures: refrigeration (recycling, efficient models, vending misers, controls/motors), pool pumps, smart strips, motors and drives, lighting (fluorescent torchieres, lighting systems, CFLs/LEDs, freezer/cooler LEDs), envelope measures (insulation), HVAC (programmable thermostats, EMS, heating systems, showerheads/aerators, pipe wrap), and custom applications. The LV must also coordinate with gas PAs to provide fuel-blind services. Warranties must be provided covering materials and labor for the greater of one year or customary warranty periods. The LV will develop and implement processes for multi-year projects to encourage deeper savings and for following up with customers who have not acted on recommendations. Program goals estimate 250 assessments in 2016, 500 in 2017, and 750 in 2018. The selected vendor will be expected to implement from January 15, 2016 through December 31, 2018, with possible extensions for three additional one-year terms. The bidder should incorporate local contractors from Cape Cod or Martha's Vineyard where possible. All staff must meet background check requirements. The vendor must maintain suitable office, dispatch, and warehouse facilities with vehicles as necessary within the service territory. Call center operational capacity must be provided, including number of full-time and part-time staff, hours of operation, and call volume. Sales training and quality control policies must be detailed. The bidder must have experience with similar contracts in Massachusetts and/or nationally and provide references. The vendor must demonstrate ability to meet aggressive savings goals while achieving maximum cost-effective energy savings per dollar spent, providing value-added services, achieving persistence of savings, focusing on cost-effective measure installation, and improving participant comfort, health, and safety. The LV will be responsible for all forms development, materials production, database management, staff recruitment and training (except for training specified as provided by Cape Light Compact), equipment procurement, blower door and infrared camera diagnostics, storage provisions, participant recruitment and intake, eligibility verification, central calendar maintenance, resource coordination with market infrastructure, multi-year tracking systems, systematic follow-up processes, complaint resolution, hazard identification, data collection, quality control, third-party QA coordination, ongoing program development, monthly reporting, timely assessment completion, regulatory compliance, hotline maintenance, incentive processing, loan product access proposals, and monthly invoicing. The service delivery approach must include detailed descriptions of implementation strategies, staff qualifications with organizational charts, hiring approaches for additional staff, sales training programs, call center capacity details, assessment volumes, health and safety procedures, subcontracting coordination, electronic communication methods, customer experience approaches, multi-year project tracking, follow-up mechanisms with effectiveness assessments, technological capabilities (IMS hardware/software, data transfer, rebate processing), facility locations and equipment, similar contract references, startup assurances and schedules, marketing support plans, quality control policies and procedures, customer scheduling policies allowing field assessments, and protocols for resolving customer dissatisfaction. The LV must utilize approved CSBS Program energy assessment software tools and produce customer-friendly assessment reports at time of visit. Forms and materials must be approved by Cape Light Compact prior to use. Data exchange requirements include daily automatic electronic transfers of new customer enrollments with specified field contents and daily updates of customer enrollment status. The system must be capable of tracking recommendations and implementation across multiple years, monitoring program progress, meeting regulatory reporting requirements, identifying issues affecting goals, supporting energy impact calculations, and tracking lead generation. Monthly detailed files must be uploaded including all installed measures, services provided, and invoices for reconciliation. The Compact will provide customer information (names, addresses, account numbers, phone numbers, referrals) for eligible customers. The Compact anticipates a limited implementation role, preferring turn-key vendor delivery. Cape Light Compact responsibilities include providing customer information, ongoing program development and refinement, monitoring and oversight of vendor performance, reviewing and approving changes/modifications/forms/materials/procedures/protocols/software, reviewing management reports, reviewing quality and conduct of work through third-party inspections or staff visits, monitoring customer complaint resolution, and processing invoices. A principal Cape Light Compact point of contact will be provided. The Compact handles customer intake interviews to determine needs and direct customers to appropriate services. The Field Services Agreement included as a draft contract specifies comprehensive terms and conditions including: Agreement term from January 15, 2016 through December 31, 2018 with possible extension for three additional one-year terms at Compact's sole discretion; termination for convenience by Compact with 15 days notice or by Vendor with 90 days notice; termination due to funding changes; discharge of obligations upon termination; scope of services per Exhibit A; required changes in writing; prompt and timely performance per milestone schedule; staff background check requirements per Exhibit C; conflict of interest covenants; day-to-day points of contact; comprehensive safety responsibilities including OSHA compliance, hazardous materials handling, accident reporting, asbestos/hazardous substance protocols; site cleanliness and storage requirements; compensation per Exhibit B at fixed dollar cost per line item for labor and rebate processing; monthly invoicing by 10th of month with 45-day payment terms; prevailing wage compliance when applicable; performance standards with one-year warranty and prompt remedial service; representations and warranties regarding competent staffing, reasonable time commitment, industry standards compliance, professional licensing, intellectual property ownership; corrections of deficient services at vendor expense; periodic reporting on request; intellectual property rights as work for hire with exclusive Compact ownership; confidentiality and non-dissemination of information; comprehensive insurance requirements including workers' compensation, commercial general liability ($1,000,000/$2,000,000), auto liability ($1,000,000 combined single limit), umbrella liability ($5,000,000), and professional liability ($1,000,000) until completion and products/completed operations coverage for three years after; indemnification of Compact and Member Municipalities from vendor acts/failures; limitations on consequential/incidental/punitive damages except for third-party claims; uncapped vendor liability; Massachusetts law governance; exclusive Barnstable County Superior Court venue; nonbinding mediation for disputes; injunctive relief without mediation for irreparable harm; prevailing party attorney fee provision; no subcontracting without Compact approval; confidentiality of customer information with safeguards per Massachusetts law (G.L. c. 93H, 201 C.M.R. 17.00); immediate incident notification; cooperation with Compact in investigation; customer information return/destruction upon request; records maintenance for six years after payment; no post-termination customer solicitation for two years without pre-existing relationship proof; no targeted solicitation using Compact customer information; no partisan political activity; anti-boycott warranty; non-discrimination in employment; affirmative action obligations; compliance with M.L. c. 30B procurement requirements if applicable; Member Municipalities as third-party beneficiaries; agreement survival upon termination for indemnification and dispute resolution; counterpart execution and scanned copy acceptance. The Compact will request performance incentives proposals from bidders related to successful CSBS program implementation, directly related to meeting established Program savings goals in a cost-effective manner. The Compact reserves the right to award the contract without accepting the proposed performance incentive structure.