Active SLED Opportunity · COLORADO · CITY AND COUNTY OF DENVER DEPARTMENT OF AVIATION
AI Summary
RFP for Total Queue Management services at Denver International Airport, including queue systems, customer service, and wayfinding at TSA and CBP security checkpoints. Mandatory onsite visit on 2026-07-23.
The scope of work for this project is to manage the queue systems, customer service, and wayfinding services at and around the security screening checkpoints operated by the Transportation Security Administration (TSA), as well as within the Federal Inspection Services (FIS) facility operated by US Customs and Border Protection (CBP). These tasks require 33... **Solicitation Type**: RFP - Request for Proposal (Formal) **Source ID**: PU.AG.USA.1640709.C23669126 **Piggyback Contract**: No **Question Acceptance Deadline**: 07/27/2026 03:00 PM EDT **Questions are submitted online**: Yes **Onsite Visit**: 07/23/2026 01:00 PM EDT **Bid Submission Type**: Electronic Bid Submission **Owner Organization**: Denver International Airport **Solicitation Number**: 202684923 **Reference Number**: 0000430036 **Pricing**: In attached document **Bid Documents List**: | 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 | Response to Narrative Content per Section IV | Yes | No | | Sample Agreement | Proposed Modifications to the Sample Agreement | No | Yes | **Bid Documents List**: | Item Name | Description | Mandatory | Limited to 1 file | |---|---|---|---| | Proposal Forms | Proposal Acknowledgement Letter, Proposal Data Form, Disclosure of Legal & Administrative Proceedings | Yes | No | | Conflict Questions Submission | Complete & Submit Form, if Applicable | No | Yes | | DSBO Forms | Commitment to MWBE, Letter of Intent, DSBO Program Requirements Handbook-signature statement | Yes | No | | Pricing | Exhibit B/Pricing Forms submitted as Excel File | Yes | No | **Pre-Bidding Events**: Event: Prebid Conference | Date: 07/20/2026 03:00 PM EDT | Location: Microsoft Teams Townhall Event: Onsite Visit | Date: 07/23/2026 01:00 PM EDT | Location: Denver International Airport | Mandatory: True **Questions and Answers**: | Question | Answer | |---|---| | Can you provide the current mark-up for the existing project holder as well as the hourly pay for the different positions? | Answered in Addendum 1 | | Can you please post the Pre Bid Meeting Sign-In sheet? | Answered in Addendum 1 | | It seems that one of the requirement is for the SP to have a full-time onsite during this contract. Will the onsite go through a training before they are required to be onsite? Will they be provided an office? | Answered in Addendum 1 | | What operational data sources will be available to the service provider (e.g., queue data, wait-time systems, flight information, passenger volumes, CBP/TSA throughput data)? | Answered in Addendum 1 | | What percentage will innovative approaches that improve throughput, customer service, or passenger flow be considered within the evaluation criteria? | Answered in Addendum 1 | | Beyond wait times, what key performance indicators does DEN consider most important for successful management of passenger flow? | Answered in Addendum 1 | | Can DEN provide additional examples of the quarterly incentive program metrics and the relative importance of wait-time performance versus customer service and staffing performance? | Answered in Addendum 1 | | Can DEN provide historical staffing fulfillment percentages, including the total number of incidents, incident type, and the total amount incurred over the current contract term? | Answered in Addendum 1 | | By what means are the operational metrics shared with the DEN Program Manager? Can you share an example of an approved format and expected timeline of sharing the data collected by the SP. | Answered in Addendum 1 | | How much notice or involvement is given to the SP for any planned changes to checkpoints, airport layouts, technology implementation, etc relative to the scope of work associated to TQM? | Answered in Addendum 1 | | Can DEN share examples of operational improvements or innovations implemented under the current contract that have been particularly successful, as well as areas where improvement is still desired? | Answered in Addendum 1 | | Insurance 1. Please confirm the amount of GL insurance required on this contract? | Answered in Addendum 1 | | Please confirm the amount of Umbrella insurance required on this contract? | Answered in Addendum 1 | | 3. The amount of auto insurance listed is $10.0m. However, can you confirm that auto insurance of this level is only required if we are operating airside? | Answered in Addendum 1 | | 4. Will the performance in support of AGTS that will possibly include buses, be considered working airside? | Answered in Addendum 1 | | 1. Given operational requirements, and interface with Terminal Operations and TSA, will there be planning meetings that the SP will be allowed or required to attend to understand and/or provide feedback to as requirements are added or changed? | Answered in Addendum 1 | | 2. Given the level of anticipated change in staffing due to various needs will the SP be included in any CCD Operations planning sessions? | Answered in Addendum 1 | | 3. Will SP be responsible for 100% of the queue management for FIS? | Answered in Addendum 1 | | 1. The staffing identified in the RFP states a total of 66 personnel. Is this just TQM Agents? | Answered in Addendum 1 | | 1. Can you confirm the level of staffing required for TQM Director? | Answered in Addendum 1 | | 3. Can you confirm the level of staffing for the TQM Operations Manager? | Answered in Addendum 1 | | 4. Can you confirm the level of staffing for the TQM Lead? | Answered in Addendum 1 | | 5. Can you confirm the expected level of staffing for TQM Supervisor? | Answered in Addendum 1 | | 6. What are the expected deliverables in terms of staffing when the AGTS comes on board in June 2027? | Answered in Addendum 1 | | 7. What is the staffing required for FIS Agents? | Answered in Addendum 1 | | 8. What is the staffing required for FIS Manager? | Answered in Addendum 1 | | 9. What is the staffing for FIS Lead? | Answered in Addendum 1 | | 10. What is the staffing for FIS Agents? | Answered in Addendum 1 | | 1. What are the expected deliverables in terms of staffing for the South Check point when it comes on board during the summer of 2027? | Answered in Addendum 1 | | 1. What ramp up period would be allowed for staffing for the South Check point launch? | Answered in Addendum 1 | | 1. What ramp up period would be allowed for the staffing for the AGTS launch? | Answered in Addendum 1 | | 1. If there is overlap with the AGTS launch and South Checkpoint launch what will be the expected deliverables? | Answered in Addendum 1 | | 1. What is the size of the current TQM facility space, including breakroom, meeting/training an offices? | Answered in Addendum 1 | | 2. Will there be adequate space for TQM Team breaks for up to 10 staff at one time? | Answered in Addendum 1 | | 3. Will there be adequate space for TQM meeting/Training for up to 20 staff at one time | Answered in Addendum 1 | | 4. Will there be facility space for TQM Agents working FIS including breakroom, meeting/training? | Answered in Addendum 1 | | 1. Will there be office space provided for TQM Manager and Director at contract award? | Answered in Addendum 1 | | 1. Will there be office space provided for FIS Manager at contract award? | Answered in Addendum 1 | | 1. If there is no adequate space available, will SP be reimbursed for acquiring space close to airport for office, meeting/training needs? | Answered in Addendum 1 | | 1. Will the monthly fee for mobile devices and software utilized for SP agents/staff operational efficiencies and value add to CCD be reimbursed by the CCD? | Answered in Addendum 1 | | 1. What is the estimated date of contract award? | Answered in Addendum 1 | | Will insurance requirements be required at date of award? | Answered in Addendum 1 | | Company Experience and Qualifications, requires information for prior contracts including contract value, subconsultants and percentage of work performed, gross fees, and outcome/results, as appropriate to the Scope of Work. Please confirm whether all listed items are required for each referenced operational staffing contract and whether a proposer may identify an item as not applicable when it does not apply to that contract. Do you need information such as Gross Fees, Contract value, and Outcome and Result? | Answered in Addendum 1 | | Section IV-3.6 asks proposers to discuss methodology, typical challenges, lessons learned, and the expected level of client assistance required to accomplish each specified task. Please clarify whether DEN expects this information to be provided separately for each referenced contract or as a consolidated discussion of the proposer’s experience performing comparable TQM, passenger-flow, and customer-service staffing services. Due to page limit requirements, it could only be spoken about lightly. | Answered in Addendum 1 | | Section IV-3.6 requests “gross fees” for previous projects.. Please define “gross fees” and clarify whether DEN intends this to mean the proposer’s management fee or retained fee revenue, total amounts invoiced under the contract, or another amount. If gross fees are not separately identified under a referenced staffing contract, may the proposer state that the information is not applicable or not separately tracked? | Answered in Addendum 1 | | The General Statement of Work identifies 33 staffed positions for TSA checkpoint and FIS services. However, the minimum positions listed in Sections 3.1 through 3.4 appear to exceed 33 positions. Please provide the exact baseline number of concurrently staffed posts required by location, position, and shift | Answered in Addendum 1 | | Please provide the approximate number of employees currently supporting the TQM program, including the number of Agents, Leads, Supervisors, and management personnel. | Answered in Addendum 1 | | Please identify the electronic systems and technologies currently used to measure checkpoint wait times, passenger counts, open lanes, staffing positions, and passenger flow, including the system owners and available data interfaces. | Answered in Addendum 1 | | Is the Service Provider responsible solely for managing passenger queues, wayfinding, and passenger diversion, or is the Service Provider also expected to develop and manage staffing schedules for TQM personnel based on forecasted and real-time passenger demand? | Answered in Addendum 1 | | Is the Service Provider expected to furnish a queue-management software platform, or is the requested scope limited to personnel physically managing queues and collecting operational information using DEN-provided systems? | Answered in Addendum 1 | | Does DEN define checkpoint wait time as the period from when a passenger joins the physical queue until the passenger reaches the TSA screening process, or does the measurement end at another specific point? | Answered in Addendum 1 | | Is the Service Provider required to provide an employee scheduling and workforce-management system for TQM personnel? | Answered in Addendum 1 | | Is the wayfinding requirement limited to in-person passenger assistance provided by TQM personnel, or is the Service Provider also expected to furnish digital wayfinding technology, displays, kiosks, mobile guidance, or other electronic wayfinding capabilities? | Answered in Addendum 1 | | Will DEN and TSA permit the Service Provider to electronically register or scan passengers at multiple queue and screening milestones for the purpose of calculating actual wait times, screening times, lane utilization, and passenger throughput? | Answered in Addendum 1 | | Will the successful Service Provider receive access to real-time checkpoint wait times, passenger volumes, TSA lanes in operation, and other operational data needed to make passenger-diversion and staffing decisions? | Answered in Addendum 1 | | Will DEN establish the rules and thresholds for diverting passengers between checkpoints, or is the Service Provider expected to develop its own diversion methodology using current wait times, walking distance, lane availability, and passenger eligibility? | Answered in Addendum 1 | **Addendums**: | Addendum | Date | Note | |---|---|---| | Addendum No. 1 | 08/04/2026 05:34 PM EDT | | **Communications**: - Communication No.1: Included within this communication is a copy of the Optional Pre-Proposal presentation from the completed meeting. — Optional Pre-Proposal Presentation.pdf
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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