SLED Opportunity · MARYLAND · WASHINGTON SUBURBAN SANITARY COMMISSION, MD
AI Summary
WSSC Water seeks qualified firms or consultants to facilitate a two-day training event for the Customer Service Department as part of the Operation True North initiative. The focus is on improving customer experience, employee engagement, and organizational effectiveness using facilitation and change management techniques. Submissions require relevant experience, availability in May 2026, and a fixed-price quote.
WSSC Water is seeking quotations from qualified firms or independent consultants to provide facilitation, organizational training support, and change management services for a two-day, all-hands educational and collaborative training event for the Customer Service Department as part of the Commission’s Operation True North (OTN) initiative.
The selected Contractor shall serve as a neutral co-facilitator and educational partner to support improved customer experience, employee engagement, communication, collaboration, and organizational effectiveness through highly interactive facilitation, training, and constructive dialogue.
Operation True North is an initiative focused on strengthening service delivery across the WSSC Water organization with a vision centered on sustained and transformative change across four key pillars:
Operation True North is intended to improve the service delivered to customers by fostering collaboration, alignment, accountability, and continuous improvement across the Commission. Delivering exceptional service is vital to building trust and support from customers, stakeholders, and employees.
In 2023, improving external service delivery and empowering staff to deliver it effectively was established as a central focus for WSSC Water, as outlined in the 2023 Transition Report, followed by the 2024 Strategic Plan and WSSC Water’s organizational values.
As part of this initiative, customer-facing teams will participate in collaborative in-service training sessions designed to strengthen consistency, communication, responsiveness, and organizational alignment. The initial training session will begin in May with the Customer Service Department, with additional departments anticipated to participate in future sessions.
Each training session will be tailored to the unique operational, service delivery, and employee engagement needs of the participating department.
Wherever used in these General Conditions, the following terms shall have the meanings indicated, which shall be applicable to both the singular and plural thereof.
1.1 Addenda - Written or graphic instruments issued prior to the Bid Opening, which modify or interpret the Contract Documents.
1.2 Amendments - Written or graphic instruments executed after Bid Opening, which modify or Interpret the Contract Documents.
1.3 Approval - Written approval from the Engineer.
1.4 Bid - The offer or proposal of the Bidder submitted in the prescribed manner on the prescribed form setting forth the prices for the Work to be performed as described in the Contract Documents.
1.5 Bidder - Any person, firm, or corporation submitting a Bid for the Work.
1.6 Bonds - Bid Bond, Performance Bonds, Labor and Material Payment Bonds, Maintenance Bonds, and other instruments of security furnished by the Contractor and his surety in accordance with the Contract Documents.
1.7 Claim - A demand which seeks the payment of money, an adjustment of time, an adjustment or interpretation of any provision of the Contract Documents, or other relief arising under or relating to this Contract, including, without limitation, controversies based upon breach of contract, mistake, misrepresentation, or other cause for contract modification or rescission.
1.8 Commission - The Washington Suburban Sanitary Commission (WSSC), the Owner.
1.9 Construction Easement - The right, acquired through formally executed permission of the property owner, permitting the Commission to use a clearly defined strip or parcel of land across the property of others temporarily during the period of initial construction of a specified utility or facility.
1.10 Contract Documents - The Contract, including WSSC's Procurement Regulations, the Solicitation, Invitation for Bids, Bonds, Notice of Award, Notice to Proceed, Change Orders, Field Orders, Drawings, Certificate of Substantial Completion, Certificate of Final Acceptance, Specifications, these General Conditions, Special Conditions, Standard Details, Amendments, Addenda, Contract Execution Page, Appendix A from the Solicitation, Appendix B from the Solicitation, Appendix C Submissions, and Federal Contract Provisions when required.
1.11 Contract Price - The total monies payable to the Contractor under the terms and conditions of the Contract Documents.
1.12 Contract Time - The specific date or the number of calendar days stated in the Contract Documents for the
substantial completion of the Work.
1.13 Contractor - The person, firm or corporation with whom the Commission has executed the Contract
1.14 Contractor's Submittals - Shall include but not be limited to all shop, layout and working drawings, diagrams, illustrations, catalog data, brochures, calculations, and other data which are prepared by the Contractor, a Subcontractor, manufacturer, supplier or distributor, which illustrate how specific portions of the Work shall
be fabricated or installed.
1.15 Day - A calendar day of 24 hours lasting from midnight one day to midnight the next day.
1.16 Drawings - The part of the Contract Documents which show the characteristics and scope of the Work to be performed and which have been prepared by or for the Commission. The term is used interchangeably with the word "Plans" and includes Standard Details, and Specifications.
1.17 Engineer - The authorized agent of the Commission, acting within the scope of their authority or delegated authority and the particular duties assigned.
1.18 Environmental Pollution - Presence and action of physical, chemical, biological, and human agents that Construction adversely affect individual and community health and welfare; unfavorably alter or destroy ecosystems of importance to man; or degrade significant aesthetic and recreational values.
1.19 Federal Contract Provisions - Are federal contract provisions which are required to be included in the Contract by the federal government.
1.20 Field Order - A written order to the Contractor issued during construction by the Engineer for interpretations, clarifications, directives and other instructions as to the intent of the Contract Documents.
1.21 Final Completion - That date as certified by the Engineer when all Work contained in the Contract Documents has been completed, including outstanding items of Work that were not required by the Engineer for the Certificate of Substantial Completion.
1.22 General Conditions - The Articles included in this document.
1.23 Inspector - The authorized representative of the Commission assigned to make detailed inspection of any or all portions of the Work or materials.
1.24 Invitation for Bids - Has the same definition as WSSC Code of Regulations, Title 6, Chapter 6.15.050(gg).
1.25 Latent Defect - A hidden defect in the Work that reasonably careful inspection could not reveal prior to the expiration of the maintenance bond.
1.26 Manufacturer - Any person or organization who changes the form of a commodity or creates a new commodity and supplies it for the Work at any tier, but who does not perform labor at the site.
1.27 Notice to Proceed - Written communication issued by the Commission to the Contractor authorizing him to proceed with the Work and establishing the dates of commencement and substantial completion of the Work.
1.28 Or Equal - A material, article or method is specified or described by using the name of a proprietary product or name of a particular manufacturer or vendor in the Contract Documents and gives the Contractor an opportunity to provide an equal substitution. Materials, articles or methods deemed equal by the Contractor
which he proposes to incorporate into the Work shall be submitted with his bid in accordance with requirements set forth in the Contract Documents.
1.29 Pollutant - Any chemical or physical substance that when introduced into a natural aquatic, atmospheric or soil system will cause adverse impact on that system. Includes grease, oil, bitumens, sewage, salts, adhesives, fuels and, when considering aquatic or atmospheric systems, soil.
1.30 Project - The undertaking to be performed as provided in the Contract Documents.
1.31 Proper Invoice - A payment estimate which has been approved as correct by the Engineer with respect to quantity, price, delivery, lawfully deducted sums, and supporting documentation which may be required by the Contract Documents.
1.32 Provide - Means furnish and install, complete in place.
1.33 Public Utilities Easement (PUE) - An easement established, by document and dedication by recordation of a plat of subdivision, to permit the construction, maintenance, and operation of the utilities for gas, electric, telephone and cable companies. Commission facilities are not included.
1.34 Right of Way - The right, acquired by a legally executed and recorded document, permitting the Commission
to use a clearly defined strip or parcel across the land of others for the installation, construction, reconstruction, maintenance, repair, operation, and inspection, with the right of ingress and egress for a specified utility or facility, in perpetuity.
1.35 Rock - Any indurated material that requires drilling, wedging, blasting, or other methods of brute force to excavate.
1.36 Sensitive Documents: Documents and information that could reasonably be used to aid in or plan for contaminating or damaging the Commission system or Commission customers. Examples of such documents include, but are not limited to:
1.37 Solicitation - Has the same definition as WSSC Code of Regulations, Title 6, Chapter 6.15.050(ddd).
1.38 Special Conditions - A document which supplements, modifies, changes, deletes, removes, adds, or strikes any language to the General Conditions.
1.39 Specifications - Sections containing Scope of Work and technical requirements which are unique to a Construction particular contract.
1.40 Standard Details - Commission details showing standard elements of construction, methods, and materials for use on Commission Contracts.
1.41 Structure - Structural entity including but not limited to building, manhole, duct bank, tank, foundation, road, pavement, pipe conductor, substation, pumping station.
1.42 Subcontractor - An individual, firm or corporation having a direct contract with the Contractor or with any other Subcontractor at any tier for the performance of a part of the Work at the site. Subcontractor shall not mean supplier.
1.43 Substantial Completion - That date as certified by the Engineer when the construction of the Project or a specified part thereof is sufficiently completed in accordance with the Contract Documents so that the Project or specified part can be utilized for the purposes for which it is intended.
1.44 Supplier - Any person or organization who supplies materials or equipment for the Work at any tier, including that fabricated to a special design, but who does not perform labor at the site.
1.45 Work - Any and all obligations, duties, and responsibilities necessary to the successful completion of the Project assigned to or undertaken by the Contractor under the Contract Documents, labor, materials, equipment, and other incidentals and the furnishing thereof.
1.46 Written Notice - Any notice to any party of the Contract relative to any part of the Contract in writing and considered delivered and the service thereof completed when posted by mail to the said party at his last given address, or delivered in person to said party or his authorized representative of the Project.
1.47 WSSC's Procurement Regulations - The regulations adopted by the Commission and cited as WSSC Code of Regulations, Title 6, Chapter 6.15. The Procurement Regulations can be viewed https://wssc.district.codes/Code/6.15.
The Contract Documents include WSSC's Procurement Regulations (WSSC Code of Regulations, Title 6, Chapter 6.15), the Solicitation, Invitation for Bids, Bonds, Notice of Award, Notice to Proceed, Change Orders, Drawings, Certificate of Substantial Completion, Specifications, these General Conditions, Special Conditions, Standard Details, Amendments, Addenda, Contract Execution Page, and Federal Contract Provisions when required.
The objectives of this engagement include:
Wherever used in these General Conditions, the following terms shall have the meanings indicated, which shall be applicable to both the singular and plural thereof.
Wherever used in these General Conditions, the following terms shall have the meanings indicated, which shall be applicable to both the singular and plural thereof.
Federal Contract Provisions (only if identified and incorporated in the Contract Documents)
WSSC Procurement Regulations
Change Orders
Amendments
Addenda
Special Conditions
General Conditions
Contract Execution Page
Notice to Proceed
Notice of Award
Specifications/Statement of Work
Drawings (when applicable)
Appendix B to the Solicitation (Insurance & Bonding Requirements)
Appendix A to the Solicitation (MBE and/or SLBE requirements)
Appendix C to the Solicitation (Commission Forms completed by CONSULTANT)
The Contractor shall provide facilitation, planning support, educational training support, and post-session documentation services for a two-day in-service training event involving Customer Service Department staff and members of senior leadership.
The Contractor shall act as a neutral facilitator focused on managing the facilitation process while supporting collaborative discussion and productive engagement among participants.
The Contractor shall provide the following services:
The Contractor shall demonstrate:
The Contractor shall provide the following deliverables:
Interested vendors shall submit the following information:
Quotations will be evaluated based on the following factors:
Award will be made to the responsible vendor whose quotation is determined to be the most advantageous to WSSC Water based on qualifications, relevant experience, technical approach, availability, and pricing.
WSSC Water reserves the right to request clarifications, conduct discussions, or reject any or all quotations received.
Pricing shall be all-inclusive. There will be no additional charges for travel, incidentals, and overhead.
The anticipated period of performance shall begin upon award and continue through completion of all deliverables associated with the facilitation event, debrief session, and final reporting requirements.
The benefits and obligations hereunder shall inure to and be binding upon the parties hereto, and neither this Contract nor the obligations or services to be performed hereunder shall be subcontracted, assigned, or otherwise disposed of, either in whole or in part, except with the prior written consent of the Chief Procurement Officer. Written consent of the Commission's Chief Procurement Officer is also necessary for the substitution of a previously approved subcontractor or assignee.
The parties to this Contract recognize that the provisions of the Uniform Commercial Code do not normally apply to the performance of services as distinguished from transactions in goods. However, the parties explicitly agree that for purposes of this Contract, the provisions of the Uniform Commercial Code shall apply, and any dispute arising under this Contract shall be resolved in accordance with the provisions of the Code, unless the UCC provisions conflict with the General Conditions and Instructions set forth herein or any documents or provisions incorporated by reference.
Washington Suburban Sanitary Commission
Finance/Disbursements Group
14501 Sweitzer Lane, 11th Floor
Laurel, Maryland 20707-5902
To the extent Consultant’s compensation under this Agreement includes reimbursement of travel expenses, the reimbursement of such expenses shall be governed by the Commission’s Official Travel Expense Reimbursement Regulation, WSSC Code of Regulations Chapter 9.85. See https://wssc.district.codes/Code/9.85. When invoicing for travel expenses allowed under this Agreement, Consultant shall comply with the requirements of the Regulation and this Agreement, including, without limitation, the requirements for mileage and travel reimbursement in Chapter 9.85.140 of the Regulation.
Upload relevant facilitation and organization training experience.
Upload supporting documentation to show experience.
Upload experience applying ADKAR and/or change management-based facilitation approaches.
Identify your experience delivering customer service-focused training programs.
Provide your availability to support the requested timeframe.
Upload your final request for quote.
Select electronic pricing table if providing line items for the vendor to fill out
SLED stands for State, Local, and Education. These are solicitations issued by state governments, counties, cities, school districts, utilities, and higher education institutions — as opposed to federal agencies.
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