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Basic Information

Reference Number

0000390903

Issuing Organization

City and County of Denver Department of Aviation

Owner Organization

Denver International Airport

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

202579917

Title

Customer Experience Consulting Firm

Source ID

PU.AG.USA.1640709.C18690551

Details

Location

United States, Colorado, Denver County

Delivery Point

Denver, CO

Purchase Type

Duration: 3 years

Piggyback Contract

Description

Denver International Airport (DEN) is seeking assistance in creating a comprehensive customer experience strategy, focusing on enhancing the customer journey and overall experience. This scope includes a detailed analysis of the current state, stakeholder interviews, competitive landscape assessment, segmentation development, and strategic imperatives. The goal is to implement a unified customer experience strategy that aligns all DEN employees under a single vision with deliverables that include journey map, updated customer segmentation & profiles, strategic imperatives, and an all-employee visioning campaign to focus on a single customer service philosophy.

Dates

Publication

06/20/2025 03:16 PM MDT

Bid Intent

Not Available

Question Acceptance Deadline

07/07/2025 02:00 PM MDT

Questions are submitted online

Yes

Closing Date

07/21/2025 02:00 PM MDT

Prebid Conference

06/30/2025 02:00 PM MDT

Contact Information

Jacob Troxell

303-342-2658

contract.procurement@flydenver.com

Buyer Preferences, Guidelines & Requirements

Participation Requirements

- Minority Business Participation

General Requirements

- Employee Background Checks Required

- Insurance Required

- Security Badges

Award Requirements

- All or None Award

Pre-Bidding Events

Event Type

Prebid Conference

Attendance

Recommended

Event date

06/30/2025 02:00 PM MDT

Location

via MS TEAMS link can be found in the RFP

Event Note
See more

Bid Submission Process

Bid Submission Type

Electronic Bid Submission

Pricing

In attached document

Bid Questions

Question Name	Question Description	Mandatory
Legal Entity Name	Please provide your legal entity name that you are submitting a response under.	Yes
Legal Entity Address	Please provide your legal entity address including zip code	Yes
Legal Entity Phone Number	Please provide your legal entity phone number.	Yes
ACDBE Certified	Are you Disadvantaged Business Enterprise (DBE) certified or Non-DBE?	Yes
DBE Certified	Are you Airport Concessions Disadvantaged Business Enterprise (ACDBE) certified or Non-ACDBE?	Yes
NAICS Code	Please provide the appropriate NAICS code applicable to each scope of work sought to perform.	Yes
Age of Legal Entity	Please provide the year your legal entity was established	Yes
Race of Legal Entity Manority Owner	Please provide the race of your legal entity majority owner, in accordance with 49 CFR Part 26.	Yes
Gender of Legal Entity Majority Owner	Please provide the gender of your legal entity majority owner.	Yes
Annual Gross Receipts	Please select your Annual Gross Receipts:	Yes

Bid Documents List

Item Name	Description	Mandatory	Limited to 1 file
Proposal Narrative	Complete responses to the Content Narrative as outlined in Section IV, which includes the required DEN Equity, Diversity, and Inclusion Plan (DEN EDI Plan)	Yes	No
Sample Agreement	List of all proposed modifications or legal issues regarding terms of the Sample Agreement as outlined in Section III-2	No	Yes
Proposal Forms	Proposal Acknowledgement Letter – filled out completely and acknowledged alladdenda •Proposal Data Form •Disclosure of Legal & Administrative Proceedings & Financial Conditions	Yes	No
DSBO Forms	•Commitment to MWBE Participation •DSBO Program Requirements Handbook – Signature Statement •MWBE Utilization Plan Form	Yes	No
Diversity & Inclusiveness in City Solicitations	Diversity and Inclusiveness in City Solicitations (online survey – include the completed survey with your proposal submission)	Yes	No
Financial Forms	Exhibit B/Pricing Forms submitted as Excel File	Yes	No
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Disclaimer Thank you for your interest in our bid opportunities. Please carefully review all specifications and requirements. Failure to strictly comply with any specification or requirement may result in your bid’s disqualification.