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Agenda 02/12/2019 Item #16F 502/12/2019 EXECUTIVE SUMMARY Recommendation to award RFP No. 18-7456 “Website Services” to Miles Partnership, LLLP (Annual Fiscal Impact $299,880) and make a finding that this item promotes tourism. ____________________________________________________________________________________ OBJECTIVE: To provide the Tourism Division with website design, maintenance and enhancement Services. CONSIDERATIONS: On March 13, 2018, the Board approved a waiver of competition and a one-year contract for Miles Partnership, LLLP, to provide ongoing maintenance and improvements to the tourism website during the Tourism Website RFP solicitation and selection process, to procure a vendor for those important tourism marketing services. On August 15, 2018, the Procurement Services Division released Request for Proposal No. 18-7456 to 4,430 vendors for Website Services. Interested vendors downloaded one hundred fourteen (114) bid packages, and the County received four (4) proposals by the September 14, 2018 deadline. Both Ksoft Systems, Inc. and Datagain, Inc. were deemed non-responsive because they failed to submit requested evaluation criteria. A selection committee convened on October 10, 2018, and ranked the firms according to the criteria established in the RFP as follows: Company Name Final Ranking Miles Partnership, LLLP 1 Greenfield Advertising Group Inc. 2 Ksoft Systems Inc. Non-Responsive Datagain Inc. Non-Responsive After evaluating the two qualifying proposals, Miles Partnership and Greenfield Advertising, the Selection Committee recommended Miles Partnership for award. The business plan, cost of services to the County, experience, and capacity of the firm and team members were all evaluated during the selection process. The Selection Committee determined that the Miles proposal fully met the specifications outlined in the County’s scope of services and was best qualified to deliver and maintain a premier tourism website product. The other proposal lacked quality, specialized experience in community markets and did not provide detail surrounding the full scope of services required by the solicitation. Staff recommends awarding to Miles Partnership, LLLP. Miles Partnership will perform services within the agreed upon scope of work based on its bid response, which includes a comprehensive website development, maintenance and future enhancements plan and cost breakdown, including all hosting, maintenance, analytics reporting, and service enhancements as detailed below. The initial contract term will be three (3) years with two (2) one-year renewals at the County’s discretion. Monthly Services: Annual Total Website Account Management & Strategy $28,080 Web Analytics Reporting $18,000 Search Engine Optimization Service $14,760 Personalized Content Strategy $28,800 Website Development & Maintenance Support $31,200 Website Hosting $16,800 16.F.5 Packet Pg. 1062 02/12/2019 Monthly Services Total: $137,640 Web Enhancements (Scope Estimates for each project pre-approved by County at $130 per hour $162,240 Annual Total (of Monthly Services and Enhancements) $299,880 FISCAL IMPACT: $299,880 is included in the BCC approved FY 19 Tourism Division budget in TDC Fund 184, Contractual Services and subsequent contract years will be included in each fiscal year’s budget. GROWTH MANAGEMENT IMPACT: There is no impact to the Growth Management Plan with this Executive Summary. ADVISORY BOARD RECOMMENDATION: The Tourist Development Council recommended approval of this item 9-0 at the January 28, 2019 meeting. LEGAL CONSIDERATIONS: This item is approved as to form and legality and requires majority vote for Board approval. -SRT RECOMMENDATION: To award RFP No. 18-7456 “Website Services,” to Miles Partnership, LLLP, and authorize the Chairman to execute the attached agreement, and to make a finding that this expenditure promotes tourism. Prepared by: Jack Wert, Tourism Director ATTACHMENT(S) 1. 18-7456 Solicitation (PDF) 2. 18-7456 Miles Proposal (PDF) 3. 18-7456 Final Ranking (PDF) 4. 18-7456 NORA (PDF) 5. Signed CAO approved agreement (PDF) 6. 18-7456 Myes Partnership_Insurance_1-28-19 (PDF) 16.F.5 Packet Pg. 1063 02/12/2019 COLLIER COUNTY Board of County Commissioners Item Number: 16.F.5 Doc ID: 7910 Item Summary: Recommendation to award RFP No. 18-7456 “Website Services” to Miles Partnership, LLLP (Annual Fiscal Impact $299,880) and make a finding that this item promotes tourism. Meeting Date: 02/12/2019 Prepared by: Title: Tourist Development Tax Coordinator – Tourism Name: Kelly Green 01/30/2019 10:01 AM Submitted by: Title: Division Director – Tourism Name: Jack Wert 01/30/2019 10:01 AM Approved By: Review: Procurement Services Opal Vann Level 1 Purchasing Gatekeeper Completed 01/30/2019 10:06 AM Tourism Ed Caum Deputy Director Review Completed 01/30/2019 11:13 AM Procurement Services Sandra Herrera Additional Reviewer Completed 01/31/2019 12:57 PM Procurement Services Swainson Hall Additional Reviewer Completed 02/01/2019 11:29 AM Procurement Services Viviana Giarimoustas Additional Reviewer Completed 02/01/2019 11:31 AM Procurement Services Ted Coyman Additional Reviewer Completed 02/01/2019 2:53 PM Tourism Jack Wert Director Review Completed 02/01/2019 3:28 PM County Manager's Office Sean Callahan Executive Director- Corp Business Ops Completed 02/04/2019 8:16 AM County Attorney's Office Colleen Greene Level 2 Attorney Review Completed 02/04/2019 1:28 PM County Attorney's Office Scott Teach Additional Reviewer Completed 02/04/2019 1:41 PM Office of Management and Budget Valerie Fleming Level 3 OMB Gatekeeper Review Completed 02/04/2019 1:45 PM Budget and Management Office Ed Finn Additional Reviewer Completed 02/04/2019 3:36 PM County Attorney's Office Jeffrey A. Klatzkow Level 3 County Attorney's Office Review Completed 02/05/2019 7:40 AM County Manager's Office Leo E. Ochs Level 4 County Manager Review Completed 02/06/2019 4:13 PM Board of County Commissioners MaryJo Brock Meeting Pending 02/12/2019 9:00 AM 16.F.5 Packet Pg. 1064 COLLIER COUNTY BOARD OF COUNTY COMMISSIONERS REQUEST FOR PROPOSAL (RFP) FOR WEBSITE SERVICES SOLICITATION NO.: 18-7456 VIVIANA GIARIMOUSTAS, PROCUREMENT STRATEGIST PROCUREMENT SERVICES DIVISION 3295 TAMIAMI TRAIL EAST, BLDG C-2 NAPLES, FLORIDA 34112 TELEPHONE: (239) 252-8375 Viviana.Giarimoustas@colliercountyfl.gov (Email) This solicitation document is prepared in a Microsoft Word format (Rev 8/7/2017). Any alterations to this document made by the Vendor may be grounds for rejection of proposal, cancellation of any subsequent award, or any other legal remedies available to the Collier County Government. 16.F.5.a Packet Pg. 1065 Attachment: 18-7456 Solicitation (7910 : RFP 18-7456 Tourism Website Services) SOLICITATION PUBLIC NOTICE REQUEST FOR PROPOSAL (RFP) NUMBER: 18-7456 PROJECT TITLE: WEBSITE SERVICES DUE DATE: Friday, September 14, 2018 10:00 AM EST PLACE OF RFP OPENING: PROCUREMENT SERVICES DIVISION 3295 TAMIAMI TRAIL EAST, BLDG C-2 NAPLES, FL 34112 All proposals shall be submitted online via the Collier County Procurement Services Division Online Bidding System: https://www.bidsync.com/bidsync-cas/ INTRODUCTION As requested by the Convention and Visitors Bureau Division (hereinafter, the “Division or Department”), the Collier County Board of County Commissioners Procurement Services Division (hereinafter, “County”) has issued this Request for Proposal (hereinafter, “RFP”) with the intent of obtaining proposals from interested and qualified vendors in accordance with the terms, conditions and specifications stated or attached. The vendor, at a minimum, must achieve the requirements of the Specifications or Scope of Work stated. The results of this solicitation may be used by other County departments once awarded according to the Board of County Commissioners Procurement Ordinance. Historically, County departments have spent approximately $325,000; however, this may not be indicative of future buying patterns. BACKGROUND The Naples, Marco Island and Everglades area of Southwest Florida is represented for tourism promotion by the Naples, Marco Island, Everglades, Convention and Visitors Bureau (CVB) under the administration of the Collier County Tourism Division. The destination competes with major tourism destinations, both inside and outside Florida, for visitor dollars. The CVB’s current web site, www.paradisecoast.com, is undergoing a major redesign that was completed in March 2018. It is the desire of the Tourism Division to identify a web site development firm to partner with to accept the current design of the website and suggest new and improved features that will further enhance the functionality and performance. Creative solutions based on sound research and best practices should be demonstrated in the vendor’s response. TERM OF CONTRACT The contract term, if an award(s) is/are made is intended to be for three (3) years with two (2) one (1) year renewals. Prices shall remain firm for the initial term of this contract. Surcharges will not be accepted in conjunction with this contract, and such charges should be incorporated into the pricing structure. The County Manager, or designee, may, at his discretion, extend the Agreement under all of the terms and conditions contained in this Agreement for up to one hundred eighty (180) days. The County Manager, or designee, shall give the Contractor written notice of the County's intention to extend the Agreement term not less than ten (10) days prior to the end of the Agreement term then in effect. All goods are FOB destination and must be suitably packed and prepared to secure the lowest transportation rates and to comply with all carrier regulations. Risk of loss of any goods sold hereunder shall transfer to the COUNTY at the time and place of delivery; provided that risk of loss prior to actual receipt of the goods by the COUNTY nonetheless remain with VENDOR. DETAILED SCOPE OF WORK Today’s consumer has a set of expectations when visiting a destination web site. Baseline tools and functionality include complete, reliable planning information; multimedia content; the ability to contribute to a community brand; robust mapping solutions; and an overall web experience that imparts a sense of place. Creativity and innovative techniques will need to be anticipated and added to the existing site in a timely manner as consumer expectations and buying habits change. The vendor, at a minimum, must achieve the requirements of the scope of work stated herein. Additionally, proposers may also 16.F.5.a Packet Pg. 1066 Attachment: 18-7456 Solicitation (7910 : RFP 18-7456 Tourism Website Services) propose alternate solutions to achieve the requirements. The project goal is that the quality and content of the CVB web site most accurately reflect the Naples, Marco Island and Everglades areas and provide compelling reasons for consumers to visit the area. The CVB’s objective is to increase tourism to the area by providing potential visitors with a content-rich, reliable site with easy-to-use travel planning tools Site Architecture 1. The CVB intends to build upon and improve the existing site. Property data for dynamic listing pages is stored in a Microsoft SQL Server database and accessed via a software data bridge. 2. The main CVB site contains department sections that include relevant content and functionality to be maintained by the vendor. Such features and functionality include sign-up for industry advertising, co-op programs, submission tool for meeting planners, and offsite hotel booking engine. Major department sections include the following:  Travel Professionals – tour operators, travel agents  Media Center – public relations  Meeting Planners  Film  Sports  Tourism Industry- local tourism partners including hotels and attractions. 3. In addition to the main tourism site at www.paradisecoast.com, the CVB controls additional sites. The management of the database to support all of these websites will also be the responsibility of the successful vendor. The vendor will be responsible for hosting and maintaining the following sites:  Film.paradisecoast.comParadisecoastblueway.com  Paradisecoast.de  Paradisecoast.co.uk  Paradisecoast.com.br  Paradisecaost.co.es  Additional International, mobile and micro sites as developed 4. Administration access to content, file uploads and blog postings must be available to the CVB for making changes and updates to the site. Data Collection & Management (verifying this information for correctness) 1. All listings on the site for accommodations, attractions, recreation, shopping, dining, events, etc. are dynamically pulled from a SQL server database. This database contains over 45,000 fields of data for more than 1,000 distinct business records. As part of the data, the system stores and retrieves over 1,000 photos and over 100 videos from the database for display in listings and property pages. 2. The database is a shared system unique to our current vendor. A new vendor would be provided data but will need to create a new database structure to house and deliver the provided data to the website and will be required to maintain an extranet and data services solution as described below. 3. Data is collected and verified at least annually in a seven-step process that includes email, fax, and multiple follow-up phone calls to ensure 100% verification of all records. 4. Listing information in the database is updated and maintained throughout the year. Vendor will provide a 24/7 system that gives local tourism businesses password-protected access to update their listing information and upload multimedia assets online. 5. All data updates and changes are tracked within the system in a comprehensive report of who changed what and when for future accountability. This report is made available to the CVB on demand. 6. The extranet application and database is a separate server from the web server for security and redundancy purposes. The vendor must be prepared to offer a similar configuration to provide the same data assurances. 7. Collier County and the CVB will retain complete ownership of the data. Design 1. Major design changes are not requested in first year of contract. 2. The CVB has an existing selection of photography for use on the Web site. All photography supplied by the vendor must be approved by the CVB and/or agency. Additional photos are stored on a separate vendor site that must be accessible from the CVB site. 16.F.5.a Packet Pg. 1067 Attachment: 18-7456 Solicitation (7910 : RFP 18-7456 Tourism Website Services) REQUEST FOR PROPOSAL (RFP) PROCESS 1.1 The Proposers will submit a qualifications proposal which will be scored based on the criteria in Grading Criteria for Development of Shortlist, which will be the basis for short-listing firms. The Proposers will need to meet the minimum requirements outlined herein in order for their proposal to be evaluated and scored by the COUNTY. The COUNTY will then grade and rank the firms and enter into negotiations with the top ranked firm to establish cost for the services needed. The COUNTY reserves the right to issue an invitation for oral presentations to obtain additional information after grading and before the final ranking. With successful negotiations, a contract will be developed with the selected firm, based on the negotiated price and scope of services and submitted for approval by the Board of County Commissioners. 1.2 The COUNTY will use a Selection Committee in the Request for Proposal selection process. 1.3 The intent of the scoring of the proposal is for respondents to indicate their interest, relevant experience, financial capability, staffing and organizational structure. 1.4 The intent of the oral presentations, if deemed necessary, is to provide the vendors with a venue where they can conduct discussions with the Selection Committee to clarify questions and concerns before providing a final rank. 1.5 Based upon a review of these proposals, the COUNTY will rank the Proposers based on the discussion and clarifying questions on their approach and related criteria, and then negotiate in good faith an Agreement with the top ranked Proposer. 1.6 If, in the sole judgment of the COUNTY, a contract cannot be successfully negotiated with the top-ranked firm, negotiations with that firm will be formally terminated and negotiations shall begin with the firm ranked second. If a contract cannot be successfully negotiated with the firm ranked second, negotiations with that firm will be formally terminated and negotiations shall begin with the third ranked firm, and so on. The COUNTY reserves the right to negotiate any element of the proposals in the best interest of the COUNTY. RESPONSE FORMAT AND GRADING CRITERIA FOR DEVELOPMENT OF SHORTLIST: 1.7 For the development of a shortlist, this evaluation criterion will be utilized by the COUNTY’S Selection Committee to score each proposal. Proposers are encouraged to keep their submittals concise and to include a minimum of marketing materials. Proposals must address the following criteria: Evaluation Criteria Maximum Points 1. Cover Letter / Management Summary 5 Points 2. Certified Minority Business Enterprise 5 Points 3. Business Plan 20 Points 4. Cost of Services to the County 20 Points 5. Experience and Capacity of the Firm 20 Points 6. Specialized Expertise of Team Members 20 Points 7. Local Vendor Preference 10 Points TOTAL POSSIBLE POINTS 100 Points Tie Breaker: In the event of a tie at final ranking, award shall be made to the proposer with the lower volume of work previously awarded. Volume of work shall be calculated based upon total dollars paid to the proposer in the twenty-four (24) months prior to the RFP submittal deadline. Payment information will be retrieved from the County’s financial system of record. The tie breaking procedure is only applied in the final ranking step of the selection process and is invoked by the Procurement Services Division Director or designee. In the event a tie still exists, selection will be determined based on random selection by the Procurement Services Director before at least three (3) witnesses. ---------------------------------------------------------------------------------------------------------------------------------------------------------- Each criterion and methodology for scoring is further described below. ***Proposals must be assembled, at minimum, in the order of the Evaluation Criteria listed or your proposal may be deemed non-responsive*** EVALUATION CRITERIA NO. 1: COVER LETTER/MANAGEMENT SUMMARY (5 Total Points Available) Provide a cover letter, signed by an authorized officer of the firm, indicating the underlying philosophy of the firm in providing the services stated herein. Include the name(s), telephone number(s) and email(s) of the authorized contact person(s) concerning proposal. Submission of a signed Proposal is Vendor's certification that the Vendor will accept any awards as a result of this RFP. 16.F.5.a Packet Pg. 1068 Attachment: 18-7456 Solicitation (7910 : RFP 18-7456 Tourism Website Services) EVALUATION CRITERIA NO. 2: CERTIFIED MINORITY BUSINESS ENTERPRISE (5 Total Points Available) Submit certification with the Florida Department of Management Service, Office of Supplier Diversity as a Certified Minority Business Enterprise. EVALUATION CRITERIA NO. 3: BUSINESS PLAN (20 Total Points Available) In this tab, include but not limited to:  Detailed plan of proposed website maintenance (including major tasks and sub-tasks).  Content Management System that you are currently using.  Detailed timeline for ongoing support, search engine optimization and optimizing content.  List of web metrics currently in place. Provide a sample report.  Explain your data analysis as it relates to the website and improving site traffic. EVALUATION CRITERIA NO. 4: COST OF SERVICES TO THE COUNTY (20 Total Points Available) In this tab, include but not limited to:  Provide the projected total cost and estimated calendar day duration (including projected hours) for which your firm will provide the work as described in this RFP.  Provide a schedule of values and deliverables.  Provide proposed fee schedule for hosting services as well as staff. EVALUATION CRITERIA NO. 5: EXPERIENCE AND CAPACITY OF THE FIRM (20 Total Points Available) In this tab, include but not limited to:  Provide information that documents your firm’s and subcontractors’ qualifications to produce the required deliverables, including abilities, capacity, skill, and financial strength, and number of years of experience in providing the required services.  Describe the various team members’ successful experience in working with one another on previous projects. The County requests that the vendor submit three (3) completed reference forms from clients during the past 5 years whose projects are of a similar nature to this solicitation as a part of their proposal. Provide information on the projects completed by the vendor that best represent projects of similar size, scope and complexity of this project using form provided. Vendors may include two (2) additional pages for each project to illustrate aspects of the completed project that provides the information to assess the experience of the Proposer on relevant project work. EVALUATION CRITERIA NO. 6: SPECIALIZED EXPERTISE OF TEAM MEMBERS (20 Total Points Available) In this tab, include but not limited to:  Description of the proposed contract team and the role to be played by each member of the team.  Attach brief resumes of all proposed project team members who will be involved in the management of the total package of services, as well as the delivery of specific services.  Attach resumes of any sub-vendors and attach letters of intent from stated sub-vendors must be included with proposal submission. EVALUATION CRITERIA NO. 7: LOCAL VENDOR PREFERENCE (10 Total Points Available) Local business is defined as the vendor having a current Business Tax Receipt issued by the Collier or Lee County Tax Collector prior to proposal submission to do business within Collier County, and that identifies the business with a permanent physical business address located within the limits of Collier or Lee County from which the vendor’s staff operates and performs business in an area zoned for the conduct of such business. VENDOR CHECKLIST ***Vendor should check off each of the following items as the necessary action is completed (please see, Form 2: Vendor Check List): The Solicitation Submittal has been signed. 16.F.5.a Packet Pg. 1069 Attachment: 18-7456 Solicitation (7910 : RFP 18-7456 Tourism Website Services) The Solicitation Pricing Document (Bid Schedule/Quote Schedule/Proposal Pricing/etc.) has been completed and attached. All applicable forms have been signed and included, along with licenses to complete the requirements of the project. Any addenda have been signed and included. Affidavit for Claiming Status as a Local Business, if applicable. Division of Corporations - Florida Department of State – http://dos.myflorida.com/sunbiz/ (If work performed in the State). E-Verify/Immigration Affidavit (Memorandum of Understanding). 16.F.5.a Packet Pg. 1070 Attachment: 18-7456 Solicitation (7910 : RFP 18-7456 Tourism Website Services) milespartnership.com Nate Huff Senior Vice President 941-342-2367 Nate.Huff@MilesPartnership.com Website Services Proposal for Collier County September 14, 2018 16.F.5.b Packet Pg. 1071 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 1 1 Table of Contents Evaluation Criteria No. 1: Cover Letter/Management Summary Page 2 Evaluation Criteria No. 2: Certified Minority Business Enterprise Page 3 Evaluation Criteria No. 3: Business Plan Page 4 Evaluation Criteria No. 4: Cost of Services to the County Page 24 Evaluation Criteria No. 5: Experience and Capacity of the Firm Page 26 Evaluation Criteria No. 6: Specialized Expertise of Team Members Page 48 Evaluation Criteria No. 7: Local Vendor Preference Page 60 Forms Page 61 Vendor Checklist Conflict of Interest Affidavit Vendor Declaration Statement Immigration Affidavit Certification Vendor Substitute W – 9 Vendor’s Insurance Statement 16.F.5.b Packet Pg. 1072 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 2 2 Evaluation Criteria No. 1: Cover Letter/Management Summary Dear Members of the Selection Committee, We are proud of the results we have created as your partner over the last 14 years and excited for the opportunity to build on what we’ve accomplished together. We believe Miles Partnership brings these strengths to the table in a way no other company can match. o We are passionate about the Paradise Coast. Some of us live there, work there and vacation there. We understand what brings travelers to Naples, Marco Island and the Everglades because we are those travelers. We also understand the challenges currently impacting the region; we too have seen local businesses close their doors because of red tide, big storms and bad press. o We are experts in destination marketing. We put results before ego—results that benefit you as our client and in turn your industry partners. Miles works with more than 90 destinations to blend industry-leading knowledge and best practices with each client’s unique marketing goals and brand objectives. We take a consumer-first, data-driven approach with everything we do, and that means better results for our clients. o We are committed to innovation. Together, we’ve created a technology and content infrastructure that we can build on. More importantly, we’ve done that by always staying focused on the future. This renewed commitment to innovation and evolution is what we hope to show you in this proposal. Miles is not a fly-by-night agency. We are there for you, your stakeholders and your industry. We believe that service is a core part of the product itself, and we pride ourselves on our always-on availability. We may know each other well, but familiarity will never breed complacency: We will always work hard to earn your business. We thank you for the opportunity to submit this proposal and hope you find the possibilities for the future as exciting as we do. Sincerely, Nate Huff, Senior Vice President Miles Partnership 6751 Professional Pkwy W., Suite 200, Sarasota, Florida 34240 d: 941-342-2367 | c: 941-544-3904 Nate.Huff@MilesPartnership.com 16.F.5.b Packet Pg. 1073 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 3 3 Evaluation Criteria No. 2: Certified Minority Business Enterprise Miles Partnership is not a Certified Minority Business Enterprise. 16.F.5.b Packet Pg. 1074 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 4 4 Evaluation Criteria No. 3: Business Plan Our Vision for ParadiseCoast.com An irresistible taste of Paradise—that’s our vision for the future of ParadiseCoast.com. Our goal is to meet your travelers’ demands, from golfers to event-goers, with timely, relevant inspirational content and practical planning information. Miles and the Naples, Marco Island, Everglades CVB have worked hand-in-hand to design and develop an industry-leading, award-winning ParadiseCoast.com that successfully serves the needs of the CVB and its stakeholders, reaches travelers across all devices and reflects your brand in compelling ways. Through responsive design and a flexible, open-source Drupal CMS platform, we’ve developed ParadiseCoast.com as a strong foundation for the Naples CVB’s digital presence. Since launch, the website has consistently seen impressive year-over-year increases in visits, unique visitors, page views, time on site and SITs—including a 37% increase in organic traffic, a 43% increase in total traffic and a 116% increase in newsletter signups last month alone. (Read more about the results we achieved together thus far in Our Partnership Success Story on page 31.) Now is the time to continue building on that success and, together, continue driving results for you and your partners. So what’s next for ParadiseCoast.com? These days, travel stories can be told much more visually and powerfully than ever before, in much more interactive and varied ways—and distributed to exponentially more visitors through cutting-edge technology. In order for the Paradise Coast brand to rise above the competition, you not only need to tell rich content stories, but you need to harness the power of advanced technologies such as data and personalization to make that content most relevant to your users. 16.F.5.b Packet Pg. 1075 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 5 5 Building on the success of the Naples CVB’s existing digital foundation, our future vision leverages exciting new tools and technologies to take advantage of the four biggest opportunities we see for ParadiseCoast.com: 1. Leveraging the trend of travelers being more open to new destinations and experiences by delivering a site that engages more powerfully in inspiration 2. Aligning the website with your brand in even more powerful ways through this immersive rich content and engaging, personalized experiences 3. Taking a data-first approach to optimize user experiences on the website and applying customer learnings to other potential future implementations 4. Evolving website features and functionality to reach broader audiences such as Sports and Meeting Planners and to keep ParadiseCoast.com on the forefront of digital trends and customer experiences Here’s how we’ll do it: Tactic 1: Inspire Through Rich Content Experiences Today’s travelers are optimistic, excited and curious, looking for new destinations and new experiences, and research from market leaders such as Phocuswright, Destination Analysts, Google/Ipsos and U.S. Travel all show that travelers seek out this type of content when thinking about and planning travel. In their major annual study of U.S. leisure travelers, Phocuswright reported that more travelers are motivated to take trips for reasons other than the obligatory annual vacation, emphasizing that visitors are seeking new cultural and cuisine experiences, new attractions and activities and new events. We also know from a 13-CVB website conversion study that Miles sponsored with DMA West that content focused on things to do, dining and events are top influencers in driving visitation. Specific to Florida travelers, The State of the Florida Traveler research from Destination Analysts shows that Florida leisure travelers are hungry for exploration and show a stronger attraction to cultural, culinary and active travel experiences—all of which your destination has in spades. Based on these research findings and our knowledge of the destination, our initial recommendations for new inspirational content on ParadiseCoast.com include: o The Wild Side of Paradise (The Everglades): One of the greatest biological wonders of the world is right in your backyard. We see a strong opportunity to shed more light on the natural beauty of the Everglades with captivating video experiences to show off the internationally recognized wetlands and highlight the flourishing wilderness. These video assets will prove beneficial to your tourism partners and drive promotional opportunities, and the addition of rich, optimized content for this frequently searched topic will help to boost organic search traffic to the website. 16.F.5.b Packet Pg. 1076 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 6 6 o Sports, Food, Arts and Culture Happenings (Exciting Events): Events are one of the top-performing topics on ParadiseCoast.com, and by spotlighting upcoming events through strategic placements on your website, Miles can help you deliver timely content inclusive of photos, copy and videos that builds excitement and engagement around a full range of happenings throughout the destination. o Peace, Serenity and Adventure (Wellness Retreats): In our continued efforts to promote Collier County as a wellness destination, we’d like to work with you to position the Paradise Coast as a top-tier wellness retreat (a high-volume SEO term) in line with your ecotourism initiatives through interest-specific landing pages and supporting content focused on active lifestyle topics, health, fitness and general wellness. o Inclusive Experiences Worth Remembering (LGBTQ+ Community): New market insights help Miles meet the evolving needs of Collier County’s LGBTQ+ community and specialized travel interests, creating an opportunity for a personalized landing page that includes user-generated content, a module recently added to ParadiseCoast.com, and listings tailored to LGBTQ-friendly events and businesses. We can also use video content to more personally connect with these key audiences and use visual storytelling to showcase the welcoming spirit of the destination. o Paddling Power (Integrating the Blueway): Another next step in helping to evolve the new online platform is bridging the gap between the outdated Paradise Coast Blueway website and your new Paradise Coast platform, maximizing the value of your existing design, new interactive media and a consolidated user interface. We mentioned video as a key component in some of our content ideas above, but we feel it’s important to note that we’d like to work with the Naples CVB to harness video in a larger way moving forward. Online video has emerged as a critical type of travel content for DMO websites—especially when trying to reach travelers in the all-important dreaming and inspiration stages of trip planning— and it can be a major factor in the destination decision. In fact, the April 2018 State of the American Traveler research report revealed that around one-quarter of U.S. leisure travelers indicate using online video in their trip planning process. Now that ParadiseCoast.com is built to house video in a user-friendly, fully integrated way, we’re primed to capitalize on this type of visual content in exciting new ways to reach potential travelers. INDUSTRY ENDORSEMENT “Working with Miles Partnership has been a pleasure. They have always communicated accurate and up-to-date information; provided us with partner opportunities that best fit our attraction; and listened and taken into account ideas from our tourism attraction perspective, which is so incredibly important. Marketing a destination is a team, community effort and Irish Carroll and his team at Miles has done just that time and again with Pure Florida.” —Merry Coffmann, PR & Marketing Director Lee County, PURE FLORIDA 16.F.5.b Packet Pg. 1077 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 7 7 Tactic 2: Engage Through Active Data Collection and Intuitive Personalization Technology To truly connect with today’s Paradise Coast audience, our team is diligently tracking your website’s performance and adapting the user experience, from sharing search engine optimization (SEO) best practices to enriching the content and refining the intuitive interface. The data insights we collect at Miles help refine your most valuable assets and keep your website at the forefront of innovation in today’s rapidly evolving online environment. Through our personalized content program, our team reaches and engages with your unique audience segments who have specialized interests or live in your largest location-driven markets. We want to build on that momentum in exciting new ways. We will further engage users on ParadiseCoast.com with more immersive, personalized experiences by: o Personalizing content on the homepage and landing pages based on each site visitor’s behavior. For example, we can promote “just-for-you experiences” that would vary depending on the individual interests of a site visitor, such as outdoors or romance. o Providing in-market personalization in terms of types of content and their display order, especially when travelers are using their smartphone to access ParadiseCoast.com. For example, if a site user is in the local area, we can promote events this weekend or dining discounts and deals provided by community partners. o Personalizing content based on previous browsing history. For example, if we know the user has already visited the site’s events listings, on their next visit we would promote signing up for your enewsletter so they never miss an event. o Providing content recommendations (“you might be interested in”) based on the parameters described above, as well as their past behavior on the site. We can use that information to recommend relevant things to do, events, listings and more—such as fly- ins to promote special hotel deals. Tactic 3: Optimize Content to Reach Your Key Audiences Equally important as creating rich, personalized content experiences is ensuring that your target audiences find your content when researching travel. Search engines have changed dramatically over the last few years. We’ve seen the evolution of search move from keywords to instant search to natural language search and now to voice search—all with the goal of providing users with the information that they need faster, and with less friction. 16.F.5.b Packet Pg. 1078 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 8 8 To ensure ParadiseCoast.com continues to connect with its audiences and increase travel to the destination, we propose continually measuring site performance so we can track conversions and focus efforts on the site’s ongoing evolution. We will focus our ongoing optimization efforts in these key areas: o Optimizing content for SEO. Miles will continue to deploy the BrightEdge SEO platform as a central part of ongoing content development and management on ParadiseCoast.com. In tightly integrating content creation and curation with organic search results, we can drive access to information like never before. o Optimizing content for Google Quick Answers. Almost half of Google searches no longer result in a click-through—but by optimizing select content on ParadiseCoast.com to answer popular questions relevant to visiting the destination, we can increase consumers’ awareness of your site and ensure you’re at the forefront of their minds when planning travel to the area. o Optimizing content for voice search. With technologies such as Apple’s Siri, Amazon Alexa, Google Assistant and Microsoft’s Cortana, more and more users are speaking searches rather than typing them. By thinking about how people speak and optimizing for full phrases and long-tail keywords—for example, “what museums are in Naples?” rather than “Marco Island restaurants”—we can help your site appear in results for voice search queries. Tactic 4: Continually Evolve Digital Offerings to Extend Your Reach In addition to content optimization, we continually look for new ways to reach your key audiences and concept new solutions for meeting their needs. We understand that increasing content and user experiences around other niche audiences such as Sports and Meeting Planners, as well as international audiences, is especially important to the CVB. With that in mind, some new ideas we’re especially excited to work on include: o Meeting in Paradise: To satisfy the need for ease of planning, we look forward to working with your team to capture and build your meetings market through lead generation techniques. Our team is able to present this audience with a tailored experience to improve planning tools and better serve this segment’s needs using the behavioral studies Miles conducts that are specific to meeting planners. With the simplicity of your robust data engine, Miles will act as your partner in providing insights and updating your meetings amenities with the help of our strategic consultants. Research insights help us determine meetings planners are interested in location specifics, such as venue layouts, and the value of adding 360 video images to your meetings pages. 16.F.5.b Packet Pg. 1079 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 9 9 o Putting Sports Center Stage: Sunny year-round, Collier County is a unique destination for sports and fully supports active lifestyles. In an effort to capture out-of-market visitors, we will work with you to 1) serve your sports markets by highlighting sports facilities and services throughout the destination; 2) improve sporting event venue listings for ease of planning; and 3) encourage new sports-related excursions through press releases and timely content experiences, such as inspirational content for the upcoming Watercross World Championship. o Focusing on Local, Regional and International: We’d like to leverage ParadiseCoast.com to create a full-cycle distribution plan that reaches all markets, such as seasonal Northeast U.S., U.K. and prime international markets as well as local in- market segments, with personalized content that offers an irresistible glimpse of Paradise and promotes visitation throughout the destination. We know that a website is never “done.” It should be a living thing, constantly evolving to satisfy consumers’ ever-changing expectations and desires—whether it’s new technology features, content plans or platform upgrades. By continually evolving ParadiseCoast.com, we can ensure we’re meeting your site and business goals, as well as your consumers’ expectations. INDUSTRY ENDORSEMENT “It is always a pleasure to work with Irish and his team at Miles Partnership. They are always quick to respond, good with details on instructions when you need them and give 100% customer satisfaction. Their site to upload new information is easy to use and understand. I have enjoyed our relationship with Irish and hope it will continue in the future.” —Cathy Baker, Advertising and PR Manager, Seminole Casino Hotel 16.F.5.b Packet Pg. 1080 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 10 10 Detailed Plan for Website Maintenance and Ongoing Services We’ve painted a big-picture vision for the future evolution of ParadiseCoast.com. Now let’s take a look at the day-to-day tasks and subtasks we’ll undertake to make it all happen. Account Management and Consulting Miles account management teams provide ongoing account management, strategy and consultation. Your account team is available to support you with new trends, technologies, next steps and platform growth. Our strengths are in working with you and your team to identify how you measure success and how we can contribute to supporting your goals. We’ll assist with your site analysis and special projects as requested, and consult when you need it. We’ll continually discuss what your other ongoing needs may be, so we can analyze, optimize and evolve the Paradise Coast website and digital programs. Additionally, Miles offers assistance from your in-market representative, Irish Carroll. Irish works with your partners on industry and web-based educational opportunities, web visibility and any additional areas of support the Paradise Coast team needs. Miles’ account management team provides additional ongoing support in these key areas: o Identifying areas of challenge and opportunity and offering specific recommendations for improvement against these critical objectives defined for all Paradise Coast sites o Advising Paradise Coast by strategically factoring in their benchmarks, KPIs and long term goals o Being available to support Paradise Coast in any applicable areas needed to ensure success, including working with partner agencies and in-market partners to strengthen communications and translate a united vision for ParadiseCoast.com o Offering Q&A and consultation on "hot button issues" and support on industry award submissions o Bringing current trends and research to Paradise Coast, keeping them in the know of industry trends and recent data findings o Holding bi-weekly status updates and meetings reporting on actionable items, including the scheduling and coordination of these meetings and preparation of reports o Providing administrative assistance with scope preparation, invoicing and billing needs as well as complete support for all invoicing 16.F.5.b Packet Pg. 1081 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 11 11 o Assisting with advertising and partner outreach support through our in-market representative who works with your partners to provide valuable visibility on the ParadiseCoast.Com website and industry education Enhanced Web Analytics/Google Analytics and Associated Miles Support and Services Ongoing Support and Reporting Web metrics have little value unless they are analyzed, yield specific insights and information, and recommendations for action are made. Our monthly reporting is designed to highlight critical metrics, and to clearly show trends and context—from which recommendations for changes can be made. Additional services include removal of bots and spam links to websites, new data-driven insights, comparatives for paid advertising campaigns, sitemap submissions and usage of data to support all other Paradise Coast programs. Paradise Coast will benefit from critical website monitoring and management services that include: o Enhanced reporting that includes a digital ‘Dashboard’ through Sweetspot, which is already built and customized to Paradise Coast’s goals. Adjustments can be made to this dashboard at any time. o Tracking, segmenting and interpreting site visitation statistics o Optimizing content, site navigation, page layouts, forms and overall site effectiveness o Coordination of monthly reporting calls with all Paradise Coast partners and preparation of the detailed reporting deck viewable here, which is inclusive of key takeaways, action items and next steps and advisory time to review with the Paradise Coast team o Assessing different media campaign impacts and measuring visitor demographics and behavior o Year-to-date statistics and future campaigns will be integrated into reporting o Communications with media vendors and assistance with media landing pages, opportunities and refinements 16.F.5.b Packet Pg. 1082 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 12 12 Miles will provide monthly reporting on website performance data, booking reports and email campaigns in addition to coordinating and leading the monthly partner reporting meeting. Annual site reports will be provided for all Paradise Coast sites. Data Analysis Essential to the success of this program is someone with the time, focus and attention to perform the querying, reporting and interpretation required to get full value from Google Analytics and Google Tag Manager. Miles has a dedicated full-time analyst (Senior Analyst Monica Hare) plus support staff to undertake the setup and operation of Google Analytics and (with input from Vice President of Strategy & Insights Gray Lawry) to report from and interpret Google Analytics data. SEO Services and BrightEdge SEO Platform Together we have shared great successes in SEO, awareness and engagement, affording your destination a 37% growth in organic website traffic over the past three years. Miles would like to build off that foundation in continuing our robust SEO services. Through the ongoing use of BrightEdge’s enterprise-level SEO tool, Miles will continue to ensure Paradise Coast’s content remains highly visible to relevant search engines. Miles will continue to maintain and update your target keyword opportunities lists (of up to 300 keywords) in BrightEdge, incorporating additions related to new content added to the site. Miles will continue to ensure that Paradise Coast has optimal integrations set up in BrightEdge including Google Webmaster Tools, Google Analytics and page groupings. Each month, Miles will provide SEO support services based on this quarterly plan to include: o Pairing target keywords with corresponding content in BrightEdge o Identifying where content is not ranking or optimized for target keywords and implementing on-page updates to title tags, meta descriptions, headings, page copy, alt tags, etc., to improve page and site performance o Tracking work and corresponding results with the new BrightEdge Campaign tools o Providing keyword research and SEO recommendations for new content created by Paradise Coast and reviewing content created as needed for optimal SEO quality o Recommending topics for content development based on keyword research o Providing recommendations for meetings market based keywords and search ideas o Reviewing of keywords that competitor sites rank for that Paradise Coast does not o Responding to technical SEO audits to identify issues and recommend remedies 16.F.5.b Packet Pg. 1083 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 13 13 o Performing backlink analysis, opportunity identification, solicitation and optimization o Assisting with the cost and performance analysis of paid keyword advertising to identify opportunities to improve organic performance of high-cost keywords and supply recommendations to the paid search agency on possible keyword opportunities for high- value organic keywords where Paradise Coast is struggling to compete organically Personalized Content Strategy The days of one-size-fits-all marketing are over. With competition fierce and travelers researching in micro-moments, it’s imperative to create relevant website experiences for prospective travelers. By serving the right content at the right time on your website, you’ll have a better chance of increasing engagement and driving conversion. Paradise Coast has seen the benefits of this service year over year, even winning the coveted ESTO Destiny Award in 2016 for Paradise Coast’s Personalization Strategy. Bound Personalized Content is a proprietary tool trusted by many DMOs to serve personalized content on their websites. By continuing to evolve and expand personalized content on your website, you will have the ability to quickly, easily and seamlessly target content to consumers based on users’ geographic location and behavioral data. In our experience, consumers who interact with personalized content on destination websites average two- to three-times the engagement rate and bounce at a significantly reduced level, driving up overall site performance. Services are inclusive of ongoing strategy and target audience/persona identification, seasonal homepage panel creation for each market, A/B testing, SIT sticky footer creation, fly-in campaign and modal campaign creation, and monthly reporting. This also includes all communications with outside agencies for new and upcoming campaigns and images used to extend the reach of your thoughtful campaigns. We also provide previous engagement strategy, presenting different content for a current site visitor who has previously visited ParadiseCoast.com. Strategy to include: o Quarterly strategy creation identifying all markets, images, messaging and landing pages based on engagement data, seasonality, testing results and campaigns o Geo-targeting for website experiences to include the following markets: o In-market—includes local county o Drive market—includes Florida, Georgia and South Carolina o Fly markets and northern feeder markets o International markets including Brazil and Germany o Markets may be expanded or isolated further at anytime 16.F.5.b Packet Pg. 1084 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 14 14 o Fly-in campaigns o Modal campaigns o Recommendations to support meetings market and sports markets o Recommendations to target by site engagement o Recommendations to target by previous browsing history o Targeted content for seasonal and cultural campaigns and events o Seasonal homepage panel development and monthly reporting: o Miles to provide the development of the panels including art, text and layout. Miles will provide Paradise Coast the layouts of the seasonal panels for approval. We will also provide reporting for new segments and campaigns inclusive in the reporting. Website Maintenance Support Miles is here to support the Paradise Coast team 24/7 with any web-based or data-inquiry needs that arise. Available by email or phone call, our team is available to you as needed, when needed, and offers an immediate response. Simply email Response@milespartnership.com or call for site fixes and inquiries related to exploring site changes, answering questions, and additional site-related edits, updates and fixes. Additionally, items can include web tweaks, requests for new features, database maintenance, security updates, Drupal updates and fulfillment of requests submitted by your agency of record in response to Paradise Coast’s needs and campaigns. Maintenance covers all requests for all sites, including international sites, requests from the meetings team as well as the sports team. This also includes the utilization of our Data Engine Service and the Data Engine Team to support more than 2,414 partner listings and events at no additional cost. Hosting Services Miles partners with Acquia Cloud Hosting to provide our clients a hosting environment that offers the highest security and reliability available. We utilize a cloud environment with Acquia, which allows us to keep up with the ever‐changing bandwidth needed to operate a robust destination website. Much as homes and offices power themselves from an electric grid, a cloud server environment is characterized by on‐demand availability of resources in a dynamic and scalable fashion. Whereas traditional servers had a limited capacity, cloud servers allow us to automatically shift resources (e.g., virtual machines) to keep up with varying and unpredictable workloads. Acquia Cloud is a fully integrated PaaS (Platform as a Service) hosting solution consisting of a Drupal CMS layer, Acquia’s Orchestration Layer and an Infrastructure Layer. Acquia Cloud is 16.F.5.b Packet Pg. 1085 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 15 15 optimized for building, deploying and managing Drupal digital experiences—and can be scaled from an entry level to an enterprise level solution as needed. Security: Security is built into the core of the Acquia Cloud platform through the combination of advanced technology and an elite team of security professionals. Members of the Acquia security team are recognized experts in the field, obsessive about digital security and plugged into the Drupal community. Acquia takes this responsibility very seriously and works in lock step with the Drupal security committee to keep the Acquia Cloud platform up to date on all security releases. Support: Acquia is the industry expert when it comes to Drupal. Some of the best Drupalists in the world are Acquia employees, and are dedicated to bringing their knowledge and expertise to Acquia clients. Beyond Drupal expertise, Acquia is the only vendor to offer 24x7 support, Drupal application support and a 99.95% uptime SLA for the platform, and Drupal applications. Acquia is here to help clients succeed every step of the way. Miles also provides 24/7 third-party monitoring on all websites to alert us should any issues occur. Your Architecture and Environment: Your hosting environment at Acquia will be hosted with Amazon Web Services Cloud hosting and will consist of: o Two load balanced web servers o Redundant database servers o High-performance GFS redundant/clustered file storage o Web Application Firewall (WAF) to prevent application attacks, malicious bots and DDoS attacks o High-performance, worldwide Content Delivery Network (CDN) Backup: We have a multilayer disaster recovery plan, which is implemented at both our local development/production facility in Sarasota, FL, and at Acquia's AWS hosting facility. At our production facility in Sarasota, all source code is backed up via our internal code versioning repository. The backups are done in the following procedural timeline: o Daily incremental backups o Weekly full backups o Monthly full backups o Daily replication of data to Rackspace o All backed-up data at the local development/production facility is then stored at an offsite location in case our production center meets an unforeseen catastrophe 16.F.5.b Packet Pg. 1086 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 16 16 Based on Paradise Coast’s current traffic on all sites and monthly page views, Miles recommends a shared server cluster with two load-balanced web servers running on a database server in a high availability configuration backed up by a spare database server. Sites covered: o paradisecoast.com o data.paradisecoast.com o book.paradisecoast.com o paradisecoast.com.br o paradisecoast.de o paradisecoast.co.uk o paradisecoast.com/meetinparadise o paradisecoast.com/sports o paradisecoast.com/travel_trade Web Enhancements To continue to expand, iterate and evolve the Paradise Coast web platform and grow and support the needs of the destination, an annual budget is allocated for Website Enhancements and related work. This work is inclusive of all additional growth opportunities, such as new landing pages, web video creation, Sports site and Meetings site enhancements, annual data pulls to support the Paradise Coast visitors guide and partner request and Emergency Procedures support and activation. This budget also encompasses new product fees and solutions, content creation and development of campaign landing pages to support both media and agency needs. INDUSTRY ENDORSEMENT “I have been working with the Garden for the last six years as a director and have enjoyed working with Irish and his team to find the best marketing fit for our organization. Miles is knowledgeable on products available, keeps current on tourism trends and is mindful of our status as a nonprofit group. We value the tourism marketing opportunities made possible through Miles Partnership.” —Kara Laufer, Director of Community Relations, Naples Botanical Garden 16.F.5.b Packet Pg. 1087 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 17 17 Content Management System At Miles, we use the Drupal CMS. It’s widely regarded as the number-one enterprise-level, open- source CMS because of its security, flexibility and strong community of contributors. This is the CMS that the new ParadiseCoast.com was built on because of its strength in handling complex content workflows like internationalization, modular page builds and integrations in a seamless, intuitive and easily trainable way. Because Drupal is an open-source platform, you can take comfort that you will not be locked into a hard-to-manage proprietary system that depends on a small team of in-house developers to evolve, but will be able to take advantage of new developments and improvements that are constantly being supplied by the Drupal community. The Drupal CMS is the best choice for your “future-proof” website platform; as you and your team have learned, it is intuitive to use and easy to customize, so whether you need to update an article, place new content or build a form, all of those actions are easily accomplished. Our developers provide enterprise-level CMS tools that enable your staff control over pertinent areas of the site. Your staff (ours, too) can easily make updates to the new site because each page has a record in the CMS that can be edited by anyone with password-protected access and minimal web experience. This includes the ability to add, adapt or delete various content types: o Edit and add content pieces, including articles, itineraries, events, announcements, reports, videos/photos or other content types per your specification o Tag the above assets, so they can appear across multiple pages related to different audiences, interests, geography or other factors o Quickly and easily modify the homepage and landing pages to allow for timely messaging to your audiences; pulling together content, images, listings and events on a single tag (topic) o Create robust forms as needed; when forms are submitted, the data can be stored locally or integrated with any third-party service that provides an API to accept it o Update all headers/hero images across the site o Edit the navigation and footer, adding or removing elements as necessary o Use the WYSIWYG (What You See Is What You Get) editing toolbar to easily change type styles in keeping with the website branding; insert links; upload documents such as PDFs and spreadsheets; and embed media and code o Cut-and-paste functionality (from Microsoft Office Suite) 16.F.5.b Packet Pg. 1088 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 18 18 o Ability to schedule content with start and expiration dates o Manage users and groups and permissions through an admin interface o Allow for easy inclusion of social sharing features and full social media integration o Advanced caching technology to optimize fast serving of pages on the site while also allowing for changes made in the CMS to be available on the site in real time. Other features of the Drupal CMS include: Searchability: The Drupal CMS allows for search functionality across every page of the site including content, member databases and events. Advanced search features are also available and can be customized to fit your needs. Security and Workflow Tracking: Drupal’s full-featured “Workflow” module enables the creation and assignment of workflow steps to documents in the CMS, including “draft,” “review” and “published.” These states can be defined at your discretion; they can be password-protected, and there can be as many as you need. The site admin then can attach actions to these states so that, for example, an email is sent to a site editor when a document enters the review state. Drupal also allows for timed posting of content, simply by selecting the date and time you wish the content to be published. Comprehensive, Customizable Forms: Drupal provides web form functionality that allows us to create robust forms for clients. When that form is submitted the data can be stored locally or integrated with any third-party service that provides an API to accept that data. One example of this is email newsletter forms, which can be set up to automatically post new subscribers into a designated list in your email campaign platform, which can in turn be configured to send a welcome email to new subscribers. As email continues to drive the highest-quality traffic for ParadiseCoast.com, with a low bounce rate of 46%, this is an opportunity to build these email lists and grow email as a referral source through webforms. Translation Compatibility: Drupal not only supports UTF-8 and different character encodings (Chinese, English, Korean, Russian, etc.) at every level of its framework, but also provides complete control over translated content through global content management administration interfaces. Paradise Coast’s international sites are now in the process of being ported to the Drupal framework, integrating them into the new site’s ecosystem and positioning them well for future content development efforts. Miles has extensive international content marketing experience, including our ongoing work with Brand USA. We can support Paradise Coast with translation services as needed and can provide a range of quotes and translation options. We also strongly believe in creating native in-language content tailored to specific audiences, and would be happy to further discuss these opportunities with you depending on your priorities and budget. 16.F.5.b Packet Pg. 1089 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 19 19 Data Analysis, Measurement and Reporting To ensure that ParadiseCoast.com connects with its audiences and increases travel to (and spending in) Naples, Marco Island, Everglades City, Immokalee and Ave Maria, we will continue working with you to set up clear goals and KPIs that measure site performance, so we can continue to track conversions and ensure the ongoing evolution of the site. We believe these basic goals should include total visitation to the site, return visitation, increasing time on site, reducing the bounce rate, partner and editorial content engagement measures, and ultimately, delivering more visitors to your area. These goals would of course be customized for each of your core target audiences including leisure, business, group, media and others. Miles has led the industry in defining, measuring, validating and valuing “Signals of Intent to Travel” (SITs); this includes our investment in independent conversion research in multiple states and cities to define, validate and value the relative importance of SITs to actual travel to these destinations. This results-focused approach includes the set-up of a wide range of goals in Google Analytics, including custom events and integrated link tracking. The critical goals or SITs we set up are based on our research and the continued validation of your most important goals. We can also use Advanced Segmentation to better understand the site behaviors and navigation of your most qualified users—those who complete one or more of these SITs—and how we can better engage and convert them to travel. Specific to our work with the Naples CVB, Miles currently tracks all standard metrics and dimensions available in Google Analytics. Beyond the standard metrics and dimensions, we have also set up customized website metrics/KPIs for ParadiseCoast.com that include: o Guide orders o E-newsletter signups o RFP submissions o Outbound link tracking o Downloads tracking o Clicks to digital guides o Interaction tracking of partner listings, including clicks to website, phone numbers, social media, booking links and more o Pageviews and engagements of partner profiles (businesses, deals and events), including partner names, partner types and listing IDs o Scroll tracking on specific pieces of content o Email sends 16.F.5.b Packet Pg. 1090 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 20 20 o Video views and percentages of video viewed o Interactions with sticky footer Working with your team, we create a measurement framework so that we all are working towards a common goal. Understanding your organization and business goals allow us to create actionable website and campaign goals as a team. Once our goals are set, we define key performance indicators and tactics to hit our KPIs. It’s this framework that allows us all to work toward common goals and deliver the best digital product possible. Knowing what to measure is only half the battle; data collection and platform configuration are also critical to our analytics process. Miles has used Google Tag Manager to implement Universal 16.F.5.b Packet Pg. 1091 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 21 21 Analytics on ParadiseCoast.com and all potential subdomains. By leveraging this free tag management system, analytics and marketing tags can be deployed accurately and at scale without the need for a developer. We’ve seen this greatly reduce the time it takes when launching a new campaign and needing to set up conversion pixels. Now that we’ve discussed how we’ve set up your measurement framework and technology stack, let’s dive into what we do with this data. The way we engage reporting, interpretation and optimization is unique to each of our clients. Working in tandem with you, we will determine the level of frequency in which we need to deliver insights in order to maximize impact. Currently, we deliver monthly reports to the Naples CVB accompanied by all-agency review meetings as needed to interpret and take action. If there is a peak campaign time, we are always happy to increase the frequency to bi-monthly or even weekly—it all depends on what you need, and the same goes for quarterly and annual reports. For our monthly and quarterly reports, we recommend the Naples CVB continue to use the Sweetspot platform. This digital dashboarding software gives us the ability to pull in data from Google AdWords, Bing, Facebook Insights, DoubleClick Media, Google Analytics, Google Search Console, LinkedIn, SalesForce, Facebook Ads, YouTube, offline data and more. What isn’t included in their vast list of APIs can be uploaded using custom data options. Below are excerpts from the Naples CVB’s current Sweetspot dashboard: 16.F.5.b Packet Pg. 1092 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 22 22 Finally, we can get into the interpretation of data. Adam Greco of Analytics Demystified said it best: “Strategic companies use web analytics to change the future rather than report on the past.” We at Miles believe in this wholeheartedly, and that is why, when we provide you with reports, it’s not just a sheet of metrics. Our analytics staff and content director will work directly with your account team to put together recommendations for website changes, enhancements and campaigns each month and review them with you in our analytics review meetings. From there, we will work with you to determine a plan for testing and/or implementation. 16.F.5.b Packet Pg. 1093 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 23 23 Timeline Our timeline for implementing the scope of services and web enhancements is immediate, with no delays, transition costs or missed days of work. Miles will seamlessly move from one contract year to the next as we have for the last 14 years with zero interruptions. We understand how important it is to you to have the ability to fluidly do the work you do each and every day with ease and without additional bumps in the road, and Miles is here to ensure we make this happen for you. Day one of contract: We are fully accessible and available as needed. Month one: Miles will continue our day-to-day work on SEO, personalization, account management and our bi-weekly meetings, hosting, reporting preparations and addressing any maintenance needs or questions you may have 24/7. We’ll also coordinate the schedules of your team and your other agencies for your monthly analytics review ahead of your TDC meeting so we can have all insights prepared for you and a completed presentation deck ready. Your in-market representative will also tend to your partners and appointments as planned and scheduled. Ongoing: Miles will continue to deliver on the top-tier service and strategic thinking you have come to expect each and every day. Also included: o Bi-weekly status meetings with detailed notes and status updates o Monthly reporting and reviews as needed when needed o Industry support, education and strategy o Complete hosting support o SEO and optimizations and communications/assistance when and where you need it o 24/7 Response team o An account team available when and where you need them INDUSTRY ENDORSEMENT “My firm is the agency of record for Ocean Properties and has worked with Irish Carroll and Miles Partnership for many years on behalf of the Edgewater Beach Hotel. Irish has been an invaluable consultant in orchestrating marketing programs for the resort that drive room bookings. We work with numerous CVBs and it is extremely rare to find this level of commitment and support from their marketing sales teams.” —Ann Savage, President, BG Solutions 16.F.5.b Packet Pg. 1094 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 24 24 Evaluation Criteria No. 4: Cost of Services to the County Below, please find the itemized budget for all services outlined in the Scope of Services section of this proposal. You will find our estimated cost breakdown for recurring services, monthly maintenance and other ongoing programming. This summary outlines the cost allocation and services we feel are necessary to continue the evolution of your website and fulfill the needs and goals of ParadiseCoast.com. Inclusive of the ongoing services and retainer budget is Miles’ management time. Our standard hourly rate is $130 per hour. For any special projects, Miles will bill at this hourly rate and scope the project accordingly. Account Management and Consulting Hours estimate: 18 hours monthly ($130/hour) Monthly: $2,340 monthly Total cost: $28,080 annually Web Analytics Hours estimate: 10 hours/month ($130/hour) Sweetspot platform: $200 monthly Monthly: $1,500/month Total cost: $18,000 annually SEO Services Hours estimate: 6 hours/month for SEO support ($130/hour) Cost: $780/month for support $450/month for BrightEdge license Total cost: $14,760 annually Personalization Services Hours estimate: 10 hours/month ($130/hour) Cost: $1,300/month for support $1,100/month license fee for monthly usage for 12 months This includes 50,000 impressions, unlimited segments and real-time reporting Total cost: $28,800 annually 16.F.5.b Packet Pg. 1095 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 25 25 Website(s) Maintenance Hours estimate: 20 hours/month ($130/hour) Cost: $2,600 monthly Total cost: $31,200 annually Hosting Sites covered: o paradisecoast.com o data.paradisecoast.com o book.paradisecoast.com o paradisecoast.com.br o paradisecoast.de o paradisecoast.co.uk Hosting costs: $1,400/month Total cost: $16,800 annually Web Enhancements Annual budget: Up to $162,240.00 (1,248/hours at $130/hour melded rate) TOTAL ANNUAL COSTS Account Management and Strategy $28,080.00 Google Analytics & Reporting $18,000.00 SEO Service $14,760.00 Personalized Content Strategy $28,800.00 Development Maintenance Support $31,200.00 Hosting $16.800.00 Total: $137,640.00 Web Enhancements $162,240.00 Grand Total: $299,880.00 16.F.5.b Packet Pg. 1096 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 26 26 Evaluation Criteria No. 5: Experience and Capacity of the Firm Miles Partnership is a strategic marketing company focused exclusively on travel and tourism. We began as an entrepreneurial venture, and that spirit of seeing and seizing opportunity has remained with us. Over the past 64 years, we have continuously adjusted with the changing times to deliver forward-thinking, successful solutions that meet our clients’ needs and support economic development, awareness and advocacy. Your goals are our goals. At Miles, we offer global expertise in developing strategy-driven websites that deliver on user and client objectives. We have spent the past 20-plus years building our reputation as a leading digital development agency in the travel space, earning recognition as an Outstanding Web Developer by the Web Marketing Association four years in a row. To date, we have designed and built more than 100 responsive-design websites for destinations and hospitality businesses. Our digital expertise includes providing strategy, UX/UI, content, development, optimization and maintenance services. Our strength is in applying a research-based understanding of audience needs to create visually engaging, content-rich and highly functional websites for state divisions of tourism and regional CVBs. We believe that it is our custom approach to each client’s goals—as well as our focus on innovative technology, careful analysis and evolution—that has created significant ROI for the destinations we work with. Miles by the Numbers 16.F.5.b Packet Pg. 1097 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 27 27 Core Capabilities Commitment to Client Service Miles’ average client relationship is nearly eight years. Here’s why: o We understand this industry. We work tirelessly to align and help communicate your initiatives with stakeholders and constituents. o If there is a problem, we make it right. o We are authentic and transparent. We hold ourselves accountable for results. o We believe in continuous improvement. Optimization is a core component of the value we deliver. o While conceiving “big ideas” is part of what we do, it is our successful and thorough delivery of “big ideas” that sets us apart. o We believe face-to-face communication is a core part of our business. We are where we need to be, when we need to be, in person, no questions asked. o The only way that we are successful as a company is by delivering work that helps make you more successful. o Our goal is to create relationships built upon mutual respect, fun and creativity that will last a lifetime. INDUSTRY ENDORSEMENT “The team at Miles Partnership always goes above and beyond to answer questions and provide stellar service. Irish Carroll is a delight to work with and is always proactive ensuring that Miles Partnership is delivering the best results. Together we have made great strides in delivering guests to our resort on Marco Island.” —Cindy Little, Marketing Specialist, Holiday Inn Club Vacations 16.F.5.b Packet Pg. 1098 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 28 28 Commitment to the Travel Industry We firmly believe in an ongoing commitment to the travel industry. For Miles, we showcase that ongoing commitment through attendance at industry conferences, speaking engagements, sponsorships, hosting educational webinars and events and more. We actively participate with major organizations like U.S. Travel Association, Destinations International and Hospitality Sales and Marketing Association International (HSMAI). Our Focus on Research Like any good agency, we use research to better understand what motivates and influences our clients’ key audiences. Unlike other agencies that develop research studies to meet their own needs, we strongly believe in independent, third-party research to drive program measurement and optimization. At Miles, we utilize respected third-party partners such as Phocuswright, Destination Analysts, Longwoods, Sojern and Google to provide independent insights for our clients. What sets Miles apart is our ability to turn research and analytics into actionable insights that inform decisions, shape changes and drive improvements for our clients. Miles’ recent sponsored research Includes: o “The State of the American Traveler,” Destination Analysts (ongoing quarterly study since 2007) o “The DMO & the Future of the Meetings Industry,” two major studies, Destinations International and Destination Analysts, 2017 and 2018 o “Destination Websites That Drive Travel—State Edition,” a nine-state website conversion study with DMA West and Destination Analysts, 2017 - 2018 o “Destination Websites That Drive Travel—CVB Edition,” a 13-CVB website conversion study with DMA West and Destination Analysts, 2016 - 2017 o “Content That Influences the Destination Decision,” The State of the American Traveler, “Destinations Edition,” Destination Analysts, 2017 and 2018 16.F.5.b Packet Pg. 1099 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 29 29 o “New Technology and Its Role in Travel Planning” including research on VR, 360, AR and Google’s travel content, The State of the American Traveler, “Technology Edition,” Destination Analysts, 2016 - 2018 o “Generation Z and Their Travel Interests and Behavior,” The State of the American Traveler, “Travelers Segments Edition,” Destination Analysts, 2018 o “Moving Picture Magic,” an analysis of top-performing DMO videos from 150+ of the world’s largest DMOs, University of Waikato, 2018 o “Shared Accommodations and DMOs: A Study of How DMOs Feature Peer-to-Peer Accommodations,” Ryerson University, 2018 o “Destination Unknown—How U.S. & European Travelers Decide Where to Go,” Phocuswright, 2010 - 2018 16.F.5.b Packet Pg. 1100 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 30 30 Awards Our client work has garnered 156 awards across content creation, design, website development and brand campaigns over the past three years. Recent client accolades include: o 2018 U.S. Travel Mercury Award for Best Travel Website for TravelWyoming.com o 2018 Gold Telly Award for Visit Grand Junction’s River Adventure Online Video o 2018 Best Hotel and Lodging Email Series from the Internet Advertising Competition for Hilton Sandestin Beach Golf Resort & Spa o 2017 U.S. Travel Destiny Award for Best Destination Website for VisitMammoth.com o 2017 Gold HSMAI Adrian Award for HiltonSandestinBeach.com o 2017 Silver HSMAI Adrian Award for GoToBermuda.com o ThePalmBeaches.com and GoToBermuda.com were both named by Skift as one of the “25 Best Tourism Board Websites in the World in 2017” o 2016 U.S. Travel Destiny Award for the Paradise Coast Get Smart Content Campaign o 2016 U.S. Travel Mercury Award for Best Travel Website for LouisianaTravel.com o 2016 U.S. Travel Mercury Award for Best Social Media Campaign for Louisiana Travel & Twitter Amplify Open Campaign INDUSTRY ENDORSEMENT “It’s rare to find a company like Miles Partnership who really cares about their customers and the success of their customer’s business. I know I have personally recommended them to several local companies and I will continue to do so. Anyone who partners with Miles can rest assured knowing their customers are genuinely in the best hands.” —Jenny Gezella, President, Naples Princess 16.F.5.b Packet Pg. 1101 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 31 31 Our Partnership Success Story Miles and the Naples, Marco Island, Everglades CVB have been longstanding partners in your website development and digital marketing success story. Each member of your dedicated team at Miles provides specialized strengths and expertise that, together, create a winning marketing plan for your website. As we continue to grow with you and refine your online marketing processes, new successes have strengthened the spotlight on the Paradise Coast. We believe this is a direct result of the harmonious interactions and close collaboration between our Miles team internally and among your CVB team, your partners and your industry as a whole. Here are some specific successes of which we are especially proud: o Miles and the Naples CVB worked together to create, set up, launch and refine an award-winning personalization program. Together we defined audience segments, seasonality and messaging, and collaborated with your advertising agency to obtain powerful supporting imagery. On an ongoing basis, we continue to develop thoughtful, original creative that speaks directly to your most important markets and engages them in your content. Aside from earning the recognition of the prestigious ESTO Destiny Award, our collective work has produced the following results: o Visitors who viewed personalized content spent an average of 125% longer on site o Visitors who clicked on personalized content spent an average of 508% longer on site o Visitors who both saw and clicked personalized content viewed an average of 273% more pages o Visitors who were served personalized content had a 43% lower bounce rate on average + 16.F.5.b Packet Pg. 1102 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 32 32 o Our team worked with you to offer web support for Hurricane Irma in 2017, successfully activating the emergency procedures module to provide updates in real-time and keep your audience informed alongside of you. Additionally, after the learnings from such an impactful event, Miles provided a solution that will streamline the process for your team during any future hurricane situations and reduce your costs on contracting another vendor to gather updates from your partners. We are proud we were able to work together to provide a situation analysis and refined process after such an event. o Your new website (launched in February 2018) continues to see a positive response and rising user engagement. Not only does the site offer trip inspiration and planning tools for a range of visitors, but it also gives your tourism partners significant visibility and a vehicle for sharing promotional offerings. The site’s flexible and robust component-driven design can be adapted over time, positioning it to deliver on Paradise Coast’s needs well into the future. From working with your ad agency on the brand implementation to collaborating with your CVB team and stakeholders on content and functionality requirements, the new website is a fitting example of the fruits of effective collaboration. Specific results include: o 37% increase in organic traffic o 43% in crease in total traffic o 116% increase in newsletter signups last month alone o Thanks to our responsive design strategy for the new ParadiseCoast.com, we now see 72% of traffic coming from mobile and tablet devices As part of our partnership, Miles also provides a seasoned in-market representative, Senior Travel Marketing and Media Sales Consultant Irish Carroll, to advocate on your behalf to drive promotional opportunities for your partners and help strengthen these invaluable relationships. In our efforts to share industry insights, the Naples CVB benefits from the value of our partnership and representation in the UK, Europe and Brazil through VISIT FLORIDA and Brand USA, just as you benefit from the strength of your local tourism partners. Together with your tourism partners and local influencers, Paradise Coast continues to grow as a world-class destination. In response, we have built a robust data engine accompanied by a destination advocate that complete the cycle of engagement with your partners and reinforce Collier County as a valuable source of knowledge and industry leadership. We look forward to the opportunity to continue growing our partnership and evolving your website and digital assets to best serve the Naples CVB and its industry partners now and in the future. 16.F.5.b Packet Pg. 1103 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 33 33 Case Studies Named an “Outstanding Web Developer” by the Web Marketing Association for the past four years, Miles has the technical expertise and creative vision to continue being an active digital strategy partner for the Naples CVB. While ParadiseCoast.com is one of our favorite success stories, we’ve selected three case studies to highlight our design and development expertise and results-driven approach to creating destination websites that drive travel. ExploreBranson.com While many destinations design and rebuild new websites every couple of years, the Branson/Lakes Area CVB and Miles took a different approach with ExploreBranson.com, choosing to strategically evolve the current site through ongoing optimization—which is more efficient, more budget-friendly and avoids a disruption event. Taking an audience-first approach, our strategy was to expand inspirational content for potential travelers, further assist users in the trip planning process through new functionality, improve the website’s KPIs and provide a better user experience overall on ExploreBranson.com. 16.F.5.b Packet Pg. 1104 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 34 34 Objectives During the last several years, the Branson/Lakes Area CVB has undergone extensive efforts to evolve the destination’s brand and grow its market. With increasing destination awareness and consistent growth in visitors to the destination (and its website), it has become increasingly important to offer a robust website experience that appeals to a variety of users with diverse informational needs. Our key objectives for the evolution of ExploreBranson.com were to: o Provide better inspiration for travelers o Add features to the website that would better assist with travel planning o Improve engagement with individual users through targeted on-site content o Increase organic traffic through page optimization and content development Branson’s target audience includes a variety of leisure travelers, including families, outdoor lovers, show-goers, golfers and Christmas enthusiasts. Centrally located in the Midwest within a day’s drive of one third of the US population, Branson’s popularity has expanded nationally and internationally in recent years. The website needed to speak to all of these audiences in a way that was both inspiring and practical. Strategy We began by creating a comprehensive audience-first strategy designed to minimize general messaging on the website and speak more directly to individuals based on their specific interests and needs. We also optimized content and added more features to capture audiences at different stages of travel planning—from initial search and inspiration to booking travel and finding recommendations while in-market. To further customize the website experience for diverse audiences, we expanded personalized content to more audiences, driving users to more pages throughout the website. This allowed us to push users toward more interest-based content and also to push timely messages (such as new direct flight announcements and event promotion). To enhance the user experience, we implemented new and helpful tools to assist users in the travel planning process, including a new itinerary building tool that allowed users to create custom trip plans featuring attractions, events and dining. Through ongoing content optimizations to new and existing pages, we also improved discoverability of destination content, including search engine keyword rankings and overall organic traffic. We also took a multi-faceted approach to increasing website performance; the overall strategy included improvements to content quality and functionality, ongoing optimizations to increase search engine performance and enhanced on-site personalization. 16.F.5.b Packet Pg. 1105 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 35 35 To accomplish all of this, we employed a number of specific tactics: o We conducted a content audit of the existing site. Analysis of the lowest performing content assets provided guidance on strengths, weaknesses and needs that would shape priorities. o To enhance user experience, we added new features to the site navigation. These included a Christmas button for Branson’s sizable holiday audience and a “My Trip” button that enabled users to build their own customized itinerary by favoriting business listings for attractions, hotels and restaurants throughout ExploreBranson.com. o To maintain and grow organic traffic, we reviewed SEO practices on the site, conducted analysis of data from Google Analytics and BrightEdge, and made updates to content that targeted featured snippets in Google SERPs as well as the rising number of natural language voice searches. o To maximize the effectiveness of personalization technology, we combined visitor profile research with data from Google Analytics to identify emerging audience segments that hadn’t been previously targeted. Results By taking a targeted approach, we were able to improve on all key indicators without spending a huge amount of money on a full redesign. Through our ongoing optimization efforts we saw substantial growth across all metrics, including a 13% increase in unique visits since implementing website optimizations. Other results included: Increased engagement from on-site personalization: o 46% increase in average time on site o 36% increase in pages per visit o 10% decrease in bounce rate Significant improvements in SEO: o 43% increase in overall organic traffic year over year o 34% increase in organic terms ranked on page 1 In 2018, the new ExploreBranson.com won a WebAward for Travel Standard of Excellence. 16.F.5.b Packet Pg. 1106 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 36 36 VisitMammoth.com Mammoth Lakes Tourism (MLT) needed a new responsive-design website that reached their target audience of active, outdoor enthusiasts and reflected their distinct “No Small Adventure” brand in powerful ways—while also serving as the cross-platform hub for all of MLT’s marketing initiatives. Objectives Leading up to the redesign of VisitMammoth.com, MLT’s digital presence was scattered across a small website, a mobile app, a growing blog and a niche site for endurance athletes. There was an overwhelming desire to bring all of the sites under one domain and a unified brand platform. We also wanted to improve content display for more robust storytelling and traveler inspiration, make the site faster, increase engagement and drive more conversions. Specific goals included: o Create a website that provided better inspiration for travelers o Improve engagement with individual users through more robust, rich-media content o Improve user experience through faster page load and server response times o Increase organic traffic through page optimization and content development Strategy The overall strategy for the site build was to develop a fresh, inspiring, content-rich website that showcased the year-round appeal of the destination on a responsively designed platform that would 16.F.5.b Packet Pg. 1107 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 37 37 provide consistent, high-quality experiences on mobile, tablet and desktop alike. The project included a complete reimagining of the website with a goal of creating an intuitive structure that highlighted the variety of activities available to visitors in Mammoth Lakes. To solicit feedback and perspectives on the website, we held an internal discovery meeting, a collaborative meeting with industry stakeholders, a public meeting with the local community, and a digital survey, all to help inform priorities and site goals. We also conducted a robust content audit of the existing site and blog. Analysis of the existing content assets provided guidance on strengths, weaknesses and needs that would shape priorities. To maintain and grow organic traffic, we reviewed SEO practices on the site and conducted analysis of data from Google Analytics and Bright Edge. To maximize the effectiveness of personalization technology, we combined visitor profile research with data from Google Analytics to create a set of audience segments that would provide the best possible results after launch. To further customize the website experience for different audiences, we combined visitor profile research with data from Google Analytics to create a set of audience segments and used personalization technology to deliver personalized content on the homepage hero and several other areas throughout the site. Post-launch, we conducted independent, third-party usability research to provide feedback on navigation, content quality and overall user sentiment. Results The new VisitMammoth.com integrates the MLT “No Small Adventure” brand consistently and meaningfully throughout the decision-making journey to drive travel intent from core audiences. Rather than the typical drop in organic following a rebuild and consolidation of multiple domains, the website produced more than 600,000 organic visits during the first year. We also achieved a 50% improvement in page load and server response times for a faster, more user-friendly experience. Additional specific results include: o 571% increase in visitor guide orders post-launch o 60% increase in average session duration and 30% increase in pages per session o 26% decrease in bounce rate o 125% increase in time on page for blog posts after redesign Beyond the improvements to the website, MLT’s other digital properties were consolidated under the VisitMammoth.com domain and made more easily visible through featured content and better linking. In 2017, the website won a U.S. Travel Destiny Award for Best Destination Website. 16.F.5.b Packet Pg. 1108 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 38 38 VisitSavannah.com Savannah is a quirky, authentic, destination with a warmth you experience the moment you arrive. Its rich history, historic neighborhoods and unusual characters provide an endless stream of stories about the area that inspire all who visit. Visit Savannah’s website, however, was outdated in style and substance and hard to manage, forcing them to develop a standalone blog and separate websites for weddings, groups and meetings—resulting in a lost opportunity to interconnect related content and strengthen the brand experience. Objectives Miles and Visit Savannah set out to build a new brand-focused, content-rich, responsive-design website that was true to the city’s charm and hospitality. Our goal was to lead with storytelling, seamlessly guiding visitors from inspiring editorial content to practical planning information about the experiences and partners the greater Savannah area offers; ultimately inspiring exploration throughout the website and supporting the strategy to increase length of stay. A major component of the new website would be incorporating the massive amount of blog content that was previously relegated to a separate URL. While the blog was successful because the content was relevant, it resulted in traffic being directed away from the travel site and fracturing the user experience, ultimately increasing the work needed to generate search authority for the main site. Strategy The build process for VisitSavannah.com included a three-month discovery of destination needs, drivers and ways the site can create meaningful impact for Visit Savannah’s partners. After a deep- dive audit and research analysis, we conducted a user intercept study on the old site while planning 16.F.5.b Packet Pg. 1109 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 39 39 the new site. Key insights spoke to the content importance and engagement, which influenced the content-first approach taken during the site build. We built a fully responsive Drupal website with the ability to showcase the destination’s immersive content library, engaging videos, stunning photography and compelling editorial. Keeping exploration in mind, the content takes center stage and serves as the main driver of travel inspiration, showcasing the visual stories of the features, partners and attractions Savannah offers. It highlights Savannah’s rich and diverse neighborhoods, offers a sense of place and informs the visitor of the unique experiences offered by each. The new site has the flexibility to grow and expand with the city itself. Other specific new features of the site include: o A tag-based content structure that serves related content for higher discoverability and increased time on site o Social content from other visitors incorporated throughout the site to inspire users’ own experiences and adventures o BlueConic, a powerful personalization tool that is used to increase conversions on all onsite forms o Sponsored Content and Native Ad Units that are specially designed to look like editorial, keeping in line with the site’s authenticity The new site is an all-inclusive, one-stop shop for expert information about the magic Savannah offers. Group leaders, event coordinators and wedding planners are often looking for the same type of content as the leisure traveler, so content was thoughtfully integrated into one platform that is easy for the Visit Savannah team to update and easy for the user to navigate. Results The redesign reflects everything Savannah is: refreshing, uncluttered, easy to navigate, inviting and authentic. Since the launch of the new site, visitors have increased in quality and quantity, and in the first five months since launch, the new site has seen: o 570,000+ unique visitors (74% increase) o 2.1 million page views o 87.56% increase in average time on site o 22,433 guide requests o 87% increase in ad program CTR In 2018, the new VisitSavannah.com won a WebAward for Travel Standard of Excellence. 16.F.5.b Packet Pg. 1110 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 40 40 CincinnatiUSA.com The Cincinnati USA Regional Tourism Network promotes travel to the Cincinnati/Northern Kentucky area. In order to strengthen its impact and gain market share from surrounding regional competitors, the destination marketing organization needed a long-term strategic plan coupled with results-driven marketing tactics— starting with a new website. Objectives Cincinnati USA had already hired a third-party developer to build its new website but needed an industry leader in the travel promotion space to craft a strong strategy for it, supervise the new site build and identify enhancements post-launch. In addition, the organization wanted to retain these experts to provide ongoing marketing and consulting services in the coming years. Miles Partnership was hired for our travel marketing expertise, hyper results-driven approach and proven commitment to constant reporting and program optimization to deliver greater results over time. Strategy We began by conducting an audit of the existing website, reviewing current analytics and immersing ourselves in the latest consumer behavior and technology trends to develop a laser-focused strategy for how the new site should be structured, what content and features it should include, and how we 16.F.5.b Packet Pg. 1111 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 41 41 were going to measure its effectiveness. Cincinnati USA and its developer used those findings to build the new CincinnatiUSA.com. Once the new site launched, we then outlined a plan to provide critical ongoing services to help further support Cincinnati USA’s marketing efforts. This support includes: o Identifying areas of challenge and opportunity, offering specific recommendations for improvement against key objectives o Providing strategic support and guidance for paid media campaigns, supporting goals to lower media bounce rates, increase engagement and incorporate “after the click” strategies o Developing market saturation and comparison strategies o Reskinning the website to match new regional branding and advising Cincinnati USA’s creative agency during the process o Providing enhanced web analytics, SEO/optimization strategies and in-depth analysis o Commissioning a website research study to determine ROI and track effectiveness o Providing key support in multiple areas, including regional mergers, media planning, goal/measurement changes and partner advertising opportunities o Holding bi-weekly meetings to share project updates, new reporting and travel trends Results Based on our ongoing, multi-year consulting strategy, we’ve produced incredible results—from website enhancements and performance to building a strong co-op program and more. From November 2016 through December 2017, we partnered with Destination Analysts to conduct a conversion study to determine the new site’s improved ROI and develop an online user profile. The results clearly demonstrated that our ongoing work is delivering big gains for our client. Among the highlights: o 78% who used the CincinnatiUSA.com website ultimately visited the destination o Nearly 68% said it was the website that specifically influenced their trip o Almost 98% were satisfied with their visit, with nearly 73% saying they would return o 85% of those who used the website said they would recommend it to others 16.F.5.b Packet Pg. 1112 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 42 42 Most importantly, this conversion study proved that we helped create a new website that delivered incredible ROI in terms of visitation and spending. Those who used the site and ultimately visited spent more than $8.5 million in market and generated 63,744 room nights for an economic impact of nearly $45 million. In short, our partnership has produced such significant results that Cincinnati USA’s investment in our services has increased six-fold in just three years—and we look forward to bringing them even more results in the future. Client References We’re happy to share three references from clients for whom we provide similar services to those outlined in the RFP (and for which we currently provide to the Naples CVB). Cincinnati USA Regional Travel Network: A Miles client since 2013, we provide website design consulting, SEO, content and design services, email strategy and quarterly marketing strategy services. Please read more about our successes with Cincinnati USA in the case study we have provided on page 40. Mammoth Lakes Tourism: Miles has been providing websites services to MLT since 2014—and as part of our efforts, helped the DMO earn a Destiny Award from U.S. Travel for Best Destination Website. Please read more about our successes with MLT in the case study we have provided on page 36. Branson/Lakes Area Convention and Visitors Bureau: A Miles client since 2014, we provide website, SEM, SEO, content production and distribution services. Please read more about our successes with Branson/Lakes CVB in the case study we have provided on page 33. 16.F.5.b Packet Pg. 1113 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 43 43 16.F.5.b Packet Pg. 1114 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 44 44 16.F.5.b Packet Pg. 1115 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 45 45 16.F.5.b Packet Pg. 1116 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 46 46 Evidence of Financial Strength Below please find two bank letters as evidence of Miles Partnership’s financial strength. 16.F.5.b Packet Pg. 1117 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 47 47 16.F.5.b Packet Pg. 1118 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 48 48 Evaluation Criteria No. 6: Specialized Expertise of Team Members At Miles, every team member is a travel expert—whether they’re an artist, writer, analytics guru, account executive or vice president. Your dedicated account team is experienced in firsts; they’re a group of innovators who’ve led the way in introducing new traditional and digital marketing programs, systems and technologies into the destination space, and they’re excited to continue bringing these proven ideas to the Naples CVB. In fact, your team is so excited about continuing Miles’ great work with the Naples CVB that they created a custom video to re-introduce you to some of the tourism marketing professionals who will continue to handle this account on a day-to-day basis if we are fortunate enough to earn your business. Check out the “Meet Your Team” video at https://vimeo.com/289196979 Making their Miles’ Naples CVB Account Team video debut are Senior Vice President Nate Huff, Account Director Nicole Brownell, Content Director Melissa Bartalos, Content Manager Amber Racer, Art Director Greg Insco, Senior Travel Marketing and Media Sales Consultant Irish Carroll, “Response” Website Developer Sara Dickerson and Interactive Producers Jennifer Duncan and Lara Ortiz. On the following pages, we have also provided brief resumes for each of your team members at Miles, along with a description of their responsibilities and related experience. We will not be using any subcontractors to fulfill this scope of work. 16.F.5.b Packet Pg. 1119 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 49 49 Meet Your Team at Miles Nate Huff / Senior Vice President Education: B.A. in American Studies and Journalism, University of California at Santa Cruz Experience: 16 years with Miles; Nate has 12 years of experience marketing Naples, Marco Island and the Everglades and working closely with the Naples CVB through his various roles over the years as a writer, editor, account manager and vice president. Current Job Duties: o serves as a strategic adviser o shares clients’ dedication to achieving their marketing goals o ensures that the relationship between Miles Partnership and the Naples CVB is collaborative, financially viable and mutually beneficial o speaks at key industry events on consumer travel and marketing trends Other Travel Industry Account Experience: Nate serves as the strategic lead on a number of Miles Partnership travel accounts, including: Brand USA, San Francisco Travel and Branson/Lakes Area Convention & Visitors Bureau. Highlights of Previous Related Experience Miles / Director of Operations I 2007–2010 Nate managed all day-to-day production operations at Miles Partnership, ensuring clients received the highest quality service and product on time and on budget. In this role, Nate oversaw more than 35 employees across the content, creative, website development, and advertiser service departments and handled contract negotiations and management of external vendors in the technology and publishing space. Nate was in charge of all quality control processes and responsible for the overall financial health of operations. Miles / Production Manager I 2005–2007 Nate managed the creative and content teams, developing publishing and website design workflow processes that resulted in more efficient, higher-quality products for Miles Partnership’s clients. Producing more than 40 print products and dozens of websites every year, Nate was responsible for ensuring consistent, error-free work, and industry leading creativity in design and content strategy. 16.F.5.b Packet Pg. 1120 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 50 50 Nicole Brownell / Account Director Education: B.A. in Visual Studies, Arts in Context, The New School; M.S. in Business Management, Excelsior College Experience: Three-and-a-half years with Miles; ten years of experience managing large-scale projects for highly visible travel and tourism markets. As the current account lead for Miles’ ongoing digital work with the Naples CVB, Nicole will continue to be responsible for the daily administration of this scope of work, including all aspects of the contract. Current Job Duties: o responsible for the overall management of a client’s scope of work o oversees research, strategy, planning, performance, troubleshooting and reporting o brings clients fresh perspectives and in-depth knowledge of interactive trends to new marketing efforts Other Travel Industry Account Experience: Nicole is responsible for overall print and digital strategy for the Maryland Office of Tourism Development and is responsible for account management and supervision related to website strategy and development for Cape May-Lewes Ferry, Cincinnati USA and Visit Baltimore, among other tourism clients. Highlights of Previous Related Experience Regional Office of Sustainable Tourism DMO / Marketing Manager and SEO Marketing Manager I 2012–2014 Nicole was responsible for all digital efforts and content development for the six websites and regions comprising the Adirondack Park in New York State. She worked with the counties on a one- on-one level to meet local goals for travel and tourism while coordinating with the State of New York for matching funds and state-level strategy. Concurrently, she served on Governor Cuomo’s Tourism Advisory Board representing the North Country. Gauthier’s Saranac Lake Inn / Principle Owner and Director of Marketing I 2006–2016 Nicole was responsible for the full brand and all assets of the company, including the property’s book of business. By re-setting its marketing plan and goals, she led the hotel to achieve the prestigious designation of Platinum Eco-Sustainable Leader by Audubon (making it one of only six properties in North America distinguished as such). Nicole also directed all services for the property, leading to a 25% year-over-year growth, and increased ADR and occupancy. 16.F.5.b Packet Pg. 1121 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 51 51 Jennifer Duncan / Interactive Producer and Project Manager Education: B.F.A., Ringling School of Art and Design Experience: 12 years with Miles; seven additional years of publishing experience. Jen has worked closely with the Naples CVB over the last few months to define the requirements for the B2B site integration into ParadiseCoast.com. Current Job Duties: o utilizes her focus on user interface and experience in graphic design to create exciting and fresh interactive designs that are engaging, effective and visually appealing o defines website goals and objectives that align with clients overall marketing strategy o collaborates with clients, designers, editors and developers to create digital solutions Other Travel Industry Account Experience: Jennifer has led a number of our successful responsive-design website builds, most recently ExploreGeorgia.org, SDVisit.com, DestinationsInternational.org, MemphisTravel.com, CapitalRegionUSA.org and VisitMammoth.com. Highlights of Previous Related Experience Freelance / Graphic & Digital Designer I 2004-2006 Jennifer created brand identities, custom illustrations, local publications, marketing collateral, print and digital advertisements. She worked closely with her clients to make sure the products she produced related to their audience and met expectations. The Bradenton Herald / Magazine Design Editor I 2000-2004 Jennifer designed and led the production for all aspects of special niche publications, from photoshoots to advertisement layouts to final printing. These products were designed to provide readership with local insight on topics and promote local businesses. 16.F.5.b Packet Pg. 1122 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 52 52 Lara Ortiz / Interactive Producer Education: B.A. in Journalism and Mass Communication, University of North Carolina at Chapel Hill Experience: Five years with Miles; 10 years of related experience. Lara led the leisure phase of the web build for ParadiseCoast.com and brings a broad range of strategic, digital and brand experience to her work with the Naples CVB. Current Job Duties: o directs strategic planning for digital communications platforms, team leadership and digital project management o guides information architecture and user experience for digital platforms o responsible for executing online, digital, and social media strategies Other Travel Industry Account Experience: Lara led discovery and planning phases of the website redesign for Tampa International Airport and served as build team leader and interactive producer for the responsive website redesign for the Bermuda Tourism Authority. She also served as project manager and strategic consultant for the complete digital program and content audit in advance of website redesign for NYC & Company. Highlights of Previous Related Experience Jasons Travel Media / Marketing Manager I 2010–2012 Lara managed and guided strategic direction for the team whose responsibilities included brand, content, social media, B2B and B2C marketing, SEM and SEO, email marketing, print and digital new product development and online production, including a website and mobile app. Brunet-García Advertising, Inc. / Creative Services Director I 2004–2010 After serving as the agency’s Art Director (2004 - 2006), Lara stepped into the role of hybrid studio manager/senior creative. The role included leadership of the creative team, interactive project management, art direction and process design within the creative team of this fast-growing agency. 16.F.5.b Packet Pg. 1123 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 53 53 Greg Insco / Art Director Education: B.F.A. in Graphic Design, The University of the Arts Experience: Nine years with Miles; 10 years of related experience. Greg leads the creative vision for ParadiseCoast.com and has been an integral team player in collaborating and elevating the ongoing curation of photography and design for personalization and user- generated content feeds on the site. Current Job Duties: o directs and maintains client brands through print magazines, websites, email newsletters and sales and marketing collateral o formulates concepts and executes layout designs o directs photo and video shoots Other Travel Industry Account Experience: Greg has developed and executed designs for both print and digital products for the Maryland Office of Tourism Development, Visit Baltimore, Cincinnati USA, VISIT FLORIDA and Visit St. Pete/Clearwater. Highlights of Previous Related Experience Eisenberg & Associates / Art Director I 2006–2009 Greg co-produced advertising and new media projects, facilitating concept to reality with the agency’s creative director. He art-directed and designed advertising and new media projects for local and national clients, worked directly with vendors and art directed photo and video shoots. Special Publications / Designer I 2004–2006 In collaboration with the creative director and other designers, Greg was responsible for the design and production of advertising and editorial layouts for several society publications, including Ocala Magazine and Gainesville Today. He held leadership roles in design and advertising traffic for several publications, assumed responsibility for website design and admin maintenance and gave photo direction for editorial features. 16.F.5.b Packet Pg. 1124 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 54 54 Juliana Farias / Art Director Education: A.S. in Graphic Design, B.A. in Studio Art, University of South Florida Experience: Three months with Miles; 7 years of related experience. Native to Brazil, Juliana has deep insight into the travelers of one of the key markets for the Naples CVB. Current Job Duties: o works closely with the lead art director and the content strategist to ensure that the client’s desired message and brand are conveyed effectively across all channels o executes creative briefs in a collaborative effort based on client’s requests o establishes creative concepts that follow best UX practices o is responsible for the overall visual aspect of media campaigns Other Travel Industry Account Experience: In addition to her ongoing work with the Naples CVB, Juliana has experience developing print and digital products for the Maryland Office of Tourism Development and Visit St. Pete/Clearwater. Highlights of Previous Related Experience Meredith Corporation (Former Time Inc.) / Graphic Designer I 2014–2018 Juliana worked closely with the Business Development department designing and implementing multi-channel strategies, supported a 120-member leadership team along with the Direct Mail Services and Human Resources and was in charge of company’s B2B website as well as its Intranet from concept through execution and maintenance. Freelance / Graphic Designer I 2009–2014 Juliana collaborated with a variety of clients to create vision, conceive designs and consistently meet deadlines and budgets. She also provided branding and advertisement guidance on industry standards and audience engagement. 16.F.5.b Packet Pg. 1125 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 55 55 Melissa Bartalos / Content Director Education: B.A. in English and Mass Communications, University of Florida Experience: 12-and-a-half years with Miles; five years of additional experience. Melissa managed content execution for the ParadiseCoast.com website redesign and created copy for personalized homepage headers for the Naples CVB’s eight market segments. Current Job Duties: o leads the evolution of content offerings at Miles, closely watching travel trends and industry research o develops, collaborates with and manages a team of freelance writers and destination experts to concept, create, edit, optimize and implement content designed to connect with readers and drive visitation o creates content strategies and editorial plans for a variety of platforms including print advertising to websites and social media Other Travel Industry Account Experience: Melissa conducted a full content audit of the website, developed a brand-focused content strategy and launched 150+ pages of content for an award- winning responsive-design website for Bermuda Tourism Authority; the site was named among the “25 Best Tourism Board Websites in the World” by Skift in 2017. She was also highly involved in the State of Delaware’s rebranding, which involved creative copywriting and in-depth research, including multiple focus groups and brand studies. Highlights of Previous Related Experience O’Brien International / Communications Coordinator & Assistant Editor I 2003–2006 Melissa contributed her content expertise to a national-level association management company. Her duties included crafting press releases, researching and writing in-depth articles for association publications and managing websites. She also assisted with member development, convention planning and creating promotional materials such as convention brochures to boost attendance. Naylor Publications (now Naylor Association Solutions) / Account Executive I 2001–2002 Melissa worked in advertising at a leading publisher for association publications. The company offers publishing solutions and a variety of marketing and advertising services for more than 1,000 associations across 80+ industries. Melissa worked directly with internal teams and advertising prospects in a variety of markets. 16.F.5.b Packet Pg. 1126 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 56 56 Amber Racer / Content Manager Education: B.A. in History, Ashford University Experience: Four months with Miles; seven years of additional experience developing websites, guides and content for the tourism industry. Once a kid who spent most of her time outdoors, Amber is excited to highlight Paradise Coast’s wild side and grow unique interests around the Everglades in this exciting oasis. Current Job Duties: o refines destination brand while writing, editing and optimizing content o reports ongoing successes and makes continuous recommendations to maximize results o works alongside the content director and art director to create concepts that align with the client’s vision for print and digital channels o ensures goals and initiatives are met through SEO, personalization and other content marketing services Other Travel Industry Account Experience: Amber manages content for the Visit Maryland website and guide and is responsible for reporting results and content-related support for Cincinnati USA, among other tourism clients. Highlights of Previous Related Experience Freelance / Writer I 2011–2018 Amber has been working with tourism industry clients since her first freelance assignment. Since 2011, she has written architectural guides, tour websites, airport parking blogs, point-of-interest pages and, most recently, web content for Worldwide Boat charter cruises. Revital Agency / Senior Copywriter I 2015-2016 Amber helped Red Cell Technologies pitch a cruise ship technology to Royal Caribbean Cruises by writing and designing a sell sheet and developing a brand message that focused on travelers’ needs. She was also responsible for developing her clients’ ongoing digital strategies, content and SEO. CopyPress / Travel Writer I 2015 Amber worked with Hipmunk.com to execute an SEO backlink strategy and elevate their new booking domain. She wrote website content and SEO-friendly articles then promoted this content on Answers.com for the #HipmunkCityLove project. 16.F.5.b Packet Pg. 1127 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 57 57 Irish Carroll / Senior Travel Marketing and Media Sales Consultant Education: B.S. in Accounting, University of Florida; B.S. in Business Administration-Finance, University of Florida; M.B.A., University of Sarasota Experience: Seven years with Miles; 20-plus years of additional marketing experience. Irish has overseen advertising sales for the Naples CVB’s programs managed by Miles since 2013, and has a deep understanding of the CVB, its staff and its goals. Current Job Duties: o meets with partners regularly to understand their needs in order to create digital programs that help them increase their engagement opportunities with potential visitors and grow their business o attends and interacts with partners at local events/workshops/meetings in a way that reinforces his commitment to the Naples CVB’s marketing team o continually fosters relationships with industry partners and grows new ones to increase the CVB’s marketing reach Other Travel Industry Account Experience: Irish has a wealth of past travel marketing experience, including work with VISIT FLORIDA, Visit St. Pete/Clearwater, Experience Kissimmee and Brand USA. Highlights of Previous Related Experience Miles Partnership / Advertising Marketing Director I 2011-2013 Irish was responsible for working with the Miles sales team across the country to make them more effective in their jobs by spending time with them in their markets, meeting with DMOs and local partners and working to create better relationships and gain a deeper understanding of the products they are selling. He specifically assisted the team in maximizing their partner’s email and digital campaigns by focusing on best practices for creative, landing pages and landing page effectiveness. Cactus Sky Digital / Vice President I 2007-2011 Irish was responsible for marketing, business development, sales and program execution. Through various marketing programs designed to drive brand awareness and increase business opportunities for his clients, Irish was able to build deep relationships and move Cactus Sky to its highest revenues in company history. 16.F.5.b Packet Pg. 1128 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 58 58 Meghan Alden Gasparro / Director of Software Development and Email Education: B.S. Telecommunications Production, University of Florida Experience: 17 years with Miles; over the years, Meghan has worked on almost all aspects of the Naples CVB’s account, from listing data collection and entry to back-end web development support. Current Job Duties: o oversees Miles’ web-application development and database programming, including our data engine and extranet systems o ensures our tools, programs and sites are uniquely suited to users’ needs o heads Miles’ ePublishing team, with an emphasis on staying on top of the latest trends in email marketing and increased deliverability Other Travel Industry Account Experience: Meghan works across nearly every client with data to manage—which is most of them! Highlights of Previous Related Experience Miles Partnership / Data Manager | 2004-2006 After 17 years with Miles, Meghan has worn many hats within the company. As the Data Manager, Meghan was instrumental in spearheading data collection and management best practices and standardizations. These efforts ultimately led to the development of our Data Engine product—a system focused on getting industry partners invested in maintaining quality, accurate business information for our clients’ web and print publications. Market Research Analysis, Inc. / Data Analyst | 1996-1999 In this role, Meghan was responsible for reviewing, analyzing and recording market data on mortgages throughout the Gulf Coast of Florida. This research provided valuable insight into home- buying trends for lienholders looking to capitalize on market volatility. 16.F.5.b Packet Pg. 1129 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 59 59 Sara Dickerson / “Response” Web Developer Education: Training in HTML, Photoshop, PHP and management Experience: 19 years with Miles; three additional years of experience in web-related management and development. Sara has worked closely with the Naples CVB since the beginning of our partnership, assisting them with site content and maintenance, domain management and emergency systems. Current Job Duties: o manages Response, a team that provides rapid turnaround for minor website changes and fixes o monitors website maintenance ticketing system and resolves the issue or routes to an appropriate web developer o monitors the server alert channel and responds as needed o performs QA on Miles’ client websites before and after site launches o troubleshoots issues and coordinates edits as needed in Miles’ data engines o trains and assists Miles’ customers on client-management systems Other Travel Industry Account Experience: In Sara’s role, she touches all Miles web accounts. Highlights of Previous Related Experience Ringling School of Art and Design / Administrative Assistant | 1993-1999 Sara served as the computing advisor for the Registrar’s office and was an active board member of the Administrative Computing Advising Committee, negotiating and purchasing software for computer labs. She also acted as liaison between multiple departments and managed the technical side of budget tracking for the Registrar, Academic Advisor and Academic Resource Center. INDUSTRY ENDORSEMENT “I am writing in appreciation of the professional service that you and the team at Miles Partnership have provided to us here at GreenLinks Golf Villas at Lely Resort. I am especially appreciative of the attentive service I have received from each of your team members that I have bombarded with questions and concerns. I look forward to working together with Miles Partnership through your relationship with the Naples, Marco Island Everglades Convention and Visitors Bureau.” —Daniel Sullivan, Director of Sales and Marketing, GreenLinks Golf Villas at Lely Resort 16.F.5.b Packet Pg. 1130 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 60 60 Evaluation Criteria No. 7: Local Vendor Preference Miles Partnership does not meet these requirements and will not be seeking Local Vendor Preference. 16.F.5.b Packet Pg. 1131 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Website Services Proposal for Collier County Miles 61 61 Forms On the following pages, please find the below completed forms: o Vendor Checklist o Conflict of Interest Affidavit o Vendor Declaration Statement o Immigration Affidavit Certification o Vendor Substitute W – 9 o Vendor’s Insurance Statement 16.F.5.b Packet Pg. 1132 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.b Packet Pg. 1133 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.b Packet Pg. 1134 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.b Packet Pg. 1135 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.b Packet Pg. 1136 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.b Packet Pg. 1137 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 1 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: THE E-VERIFY MEMORANDUM OF UNDERSTANDING FOR EMPLOYERS ARTICLE I PURPOSE AND AUTHORITY E-Verify is a program that electronically confirms an employee’s eligibility to work in the United States after completion of Form I-9, Employment Eligibility Verification (Form I-9). This Memorandum of Understanding (MOU) explains certain features of the E-Verify program and describes specific responsibilities of the Employer, the Social Security Administration (SSA), and DHS. Authority for the E-Verify program is found in Title IV, Subtitle A, of the Illegal Immigration Reform and Immigrant Responsibility Act of 1996 (IIRIRA), Pub. L. 104-208, 110 Stat. 3009, as amended (8 U.S.C. § 1324a note). The Federal Acquisition Regulation (FAR) Subpart 22.18, “Employment Eligibility Verification” and Executive Order 12989, as amended, provide authority for Federal contractors and subcontractors (Federal contractor) to use E-Verify to verify the employment eligibility of certain employees working on Federal contracts. ARTICLE II RESPONSIBILITIES A. RESPONSIBILITIES OF THE EMPLOYER 1.The Employer agrees to display the following notices supplied by DHS in a prominent place that is clearly visible to prospective employees and all employees who are to be verified through the system: a.Notice of E-Verify Participation b.Notice of Right to Work 2.The Employer agrees to provide to the SSA and DHS the names, titles, addresses, and telephone numbers of the Employer representatives to be contacted about E-Verify. The Employer also agrees to keep such information current by providing updated information to SSA and DHS whenever the representatives’ contact information changes. 3.The Employer agrees to grant E-Verify access only to current employees who need E-Verify access. Employers must promptly terminate an employee’s E-Verify access if the employer is separated from the company or no longer needs access to E-Verify. 417477 The parties to this agreement are the Department of Homeland Security (DHS) and the Miles Partnership, LLLP (Employer). The purpose of this agreement is to set forth terms and conditions which the Employer will follow while participating in E-Verify. 16.F.5.b Packet Pg. 1138 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 2 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: 4. The Employer agrees to become familiar with and comply with the most recent version of the E-Verify User Manual. 5. The Employer agrees that any Employer Representative who will create E-Verify cases will complete the E-Verify Tutorial before that individual creates any cases. a. The Employer agrees that all Employer representatives will take the refresher tutorials when prompted by E-Verify in order to continue using E-Verify. Failure to complete a refresher tutorial will prevent the Employer Representative from continued use of E-Verify. 6. The Employer agrees to comply with current Form I-9 procedures, with two exceptions: a. If an employee presents a "List B" identity document, the Employer agrees to only accept "List B" documents that contain a photo. (List B documents identified in 8 C.F.R. § 274a.2(b)(1)(B)) can be presented during the Form I-9 process to establish identity.) If an employee objects to the photo requirement for religious reasons, the Employer should contact E-Verify at 888-464-4218. b. If an employee presents a DHS Form I-551 (Permanent Resident Card), Form I-766 (Employment Authorization Document), or U.S. Passport or Passport Card to complete Form I-9, the Employer agrees to make a photocopy of the document and to retain the photocopy with the employee’s Form I-9. The Employer will use the photocopy to verify the photo and to assist DHS with its review of photo mismatches that employees contest. DHS may in the future designate other documents that activate the photo screening tool. Note: Subject only to the exceptions noted previously in this paragraph, employees still retain the right to present any List A, or List B and List C, document(s) to complete the Form I-9. 7. The Employer agrees to record the case verification number on the employee's Form I-9 or to print the screen containing the case verification number and attach it to the employee's Form I-9. 8. The Employer agrees that, although it participates in E-Verify, the Employer has a responsibility to complete, retain, and make available for inspection Forms I-9 that relate to its employees, or from other requirements of applicable regulations or laws, including the obligation to comply with the antidiscrimination requirements of section 274B of the INA with respect to Form I-9 procedures. a. The following modified requirements are the only exceptions to an Employer’s obligation to not employ unauthorized workers and comply with the anti-discrimination provision of the INA: (1) List B identity documents must have photos, as described in paragraph 6 above; (2) When an Employer confirms the identity and employment eligibility of newly hired employee using E-Verify procedures, the Employer establishes a rebuttable presumption that it has not violated section 274A(a)(1)(A) of the Immigration and Nationality Act (INA) with respect to the hiring of that employee; (3) If the Employer receives a final nonconfirmation for an employee, but continues to employ that person, the Employer must notify DHS and the Employer is subject to a civil money penalty between $550 and $1,100 for each failure to notify DHS of continued employment following a final nonconfirmation; (4) If the Employer continues to employ an employee after receiving a final nonconfirmation, then the Employer is subject to a rebuttable presumption that it has knowingly 417477 16.F.5.b Packet Pg. 1139 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 3 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: employed an unauthorized alien in violation of section 274A(a)(1)(A); and (5) no E-Verify participant is civilly or criminally liable under any law for any action taken in good faith based on information provided through the E-Verify. b. DHS reserves the right to conduct Form I-9 compliance inspections, as well as any other enforcement or compliance activity authorized by law, including site visits, to ensure proper use of E-Verify. 9. The Employer is strictly prohibited from creating an E-Verify case before the employee has been hired, meaning that a firm offer of employment was extended and accepted and Form I-9 was completed. The Employer agrees to create an E-Verify case for new employees within three Employer business days after each employee has been hired (after both Sections 1 and 2 of Form I-9 have been completed), and to complete as many steps of the E-Verify process as are necessary according to the E-Verify User Manual. If E-Verify is temporarily unavailable, the three-day time period will be extended until it is again operational in order to accommodate the Employer's attempting, in good faith, to make inquiries during the period of unavailability. 10. The Employer agrees not to use E-Verify for pre-employment screening of job applicants, in support of any unlawful employment practice, or for any other use that this MOU or the E-Verify User Manual does not authorize. 11. The Employer must use E-Verify for all new employees. The Employer will not verify selectively and will not verify employees hired before the effective date of this MOU. Employers who are Federal contractors may qualify for exceptions to this requirement as described in Article II.B of this MOU. 12. The Employer agrees to follow appropriate procedures (see Article III below) regarding tentative nonconfirmations. The Employer must promptly notify employees in private of the finding and provide them with the notice and letter containing information specific to the employee’s E-Verify case. The Employer agrees to provide both the English and the translated notice and letter for employees with limited English proficiency to employees. The Employer agrees to provide written referral instructions to employees and instruct affected employees to bring the English copy of the letter to the SSA. The Employer must allow employees to contest the finding, and not take adverse action against employees if they choose to contest the finding, while their case is still pending. Further, when employees contest a tentative nonconfirmation based upon a photo mismatch, the Employer must take additional steps (see Article III.B. below) to contact DHS with information necessary to resolve the challenge. 13. The Employer agrees not to take any adverse action against an employee based upon the employee's perceived employment eligibility status while SSA or DHS is processing the verification request unless the Employer obtains knowledge (as defined in 8 C.F.R. § 274a.1(l)) that the employee is not work authorized. The Employer understands that an initial inability of the SSA or DHS automated verification system to verify work authorization, a tentative nonconfirmation, a case in continuance (indicating the need for additional time for the government to resolve a case), or the finding of a photo mismatch, does not establish, and should not be interpreted as, evidence that the employee is not work authorized. In any of such cases, the employee must be provided a full and fair opportunity to contest the finding, and if he or she does so, the employee may not be terminated or suffer any adverse employment consequences based upon the employee’s perceived employment eligibility status 417477 16.F.5.b Packet Pg. 1140 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 4 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: (including denying, reducing, or extending work hours, delaying or preventing training, requiring an employee to work in poorer conditions, withholding pay, refusing to assign the employee to a Federal contract or other assignment, or otherwise assuming that he or she is unauthorized to work) until and unless secondary verification by SSA or DHS has been completed and a final nonconfirmation has been issued. If the employee does not choose to contest a tentative nonconfirmation or a photo mismatch or if a secondary verification is completed and a final nonconfirmation is issued, then the Employer can find the employee is not work authorized and terminate the employee’s employment. Employers or employees with questions about a final nonconfirmation may call E-Verify at 1-888-464- 4218 (customer service) or 1-888-897-7781 (worker hotline). 14. The Employer agrees to comply with Title VII of the Civil Rights Act of 1964 and section 274B of the INA as applicable by not discriminating unlawfully against any individual in hiring, firing, employment eligibility verification, or recruitment or referral practices because of his or her national origin or citizenship status, or by committing discriminatory documentary practices. The Employer understands that such illegal practices can include selective verification or use of E-Verify except as provided in part D below, or discharging or refusing to hire employees because they appear or sound “foreign” or have received tentative nonconfirmations. The Employer further understands that any violation of the immigration-related unfair employment practices provisions in section 274B of the INA could subject the Employer to civil penalties, back pay awards, and other sanctions, and violations of Title VII could subject the Employer to back pay awards, compensatory and punitive damages. Violations of either section 274B of the INA or Title VII may also lead to the termination of its participation in E-Verify. If the Employer has any questions relating to the anti-discrimination provision, it should contact OSC at 1-800-255-8155 or 1-800-237-2515 (TDD). 15. The Employer agrees that it will use the information it receives from E-Verify only to confirm the employment eligibility of employees as authorized by this MOU. The Employer agrees that it will safeguard this information, and means of access to it (such as PINS and passwords), to ensure that it is not used for any other purpose and as necessary to protect its confidentiality, including ensuring that it is not disseminated to any person other than employees of the Employer who are authorized to perform the Employer's responsibilities under this MOU, except for such dissemination as may be authorized in advance by SSA or DHS for legitimate purposes. 16. The Employer agrees to notify DHS immediately in the event of a breach of personal information. Breaches are defined as loss of control or unauthorized access to E-Verify personal data. All suspected or confirmed breaches should be reported by calling 1-888-464-4218 or via email at E-Verify@dhs.gov. Please use “Privacy Incident – Password” in the subject line of your email when sending a breach report to E-Verify. 17. The Employer acknowledges that the information it receives from SSA is governed by the Privacy Act (5 U.S.C. § 552a(i)(1) and (3)) and the Social Security Act (42 U.S.C. 1306(a)). Any person who obtains this information under false pretenses or uses it for any purpose other than as provided for in this MOU may be subject to criminal penalties. 18. The Employer agrees to cooperate with DHS and SSA in their compliance monitoring and evaluation of E-Verify, which includes permitting DHS, SSA, their contractors and other agents, upon 417477 16.F.5.b Packet Pg. 1141 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 5 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: reasonable notice, to review Forms I-9 and other employment records and to interview it and its employees regarding the Employer’s use of E-Verify, and to respond in a prompt and accurate manner to DHS requests for information relating to their participation in E-Verify. 19. The Employer shall not make any false or unauthorized claims or references about its participation in E-Verify on its website, in advertising materials, or other media. The Employer shall not describe its services as federally-approved, federally-certified, or federally-recognized, or use language with a similar intent on its website or other materials provided to the public. Entering into this MOU does not mean that E-Verify endorses or authorizes your E-Verify services and any claim to that effect is false. 20. The Employer shall not state in its website or other public documents that any language used therein has been provided or approved by DHS, USCIS or the Verification Division, without first obtaining the prior written consent of DHS. 21. The Employer agrees that E-Verify trademarks and logos may be used only under license by DHS/USCIS (see M-795 (Web)) and, other than pursuant to the specific terms of such license, may not be used in any manner that might imply that the Employer’s services, products, websites, or publications are sponsored by, endorsed by, licensed by, or affiliated with DHS, USCIS, or E-Verify. 22. The Employer understands that if it uses E-Verify procedures for any purpose other than as authorized by this MOU, the Employer may be subject to appropriate legal action and termination of its participation in E-Verify according to this MOU. B. RESPONSIBILITIES OF FEDERAL CONTRACTORS 1. If the Employer is a Federal contractor with the FAR E-Verify clause subject to the employment verification terms in Subpart 22.18 of the FAR, it will become familiar with and comply with the most current version of the E-Verify User Manual for Federal Contractors as well as the E-Verify Supplemental Guide for Federal Contractors. 2. In addition to the responsibilities of every employer outlined in this MOU, the Employer understands that if it is a Federal contractor subject to the employment verification terms in Subpart 22.18 of the FAR it must verify the employment eligibility of any “employee assigned to the contract” (as defined in FAR 22.1801). Once an employee has been verified through E-Verify by the Employer, the Employer may not create a second case for the employee through E-Verify. a. An Employer that is not enrolled in E-Verify as a Federal contractor at the time of a contract award must enroll as a Federal contractor in the E-Verify program within 30 calendar days of contract award and, within 90 days of enrollment, begin to verify employment eligibility of new hires using E-Verify. The Employer must verify those employees who are working in the United States, whether or not they are assigned to the contract. Once the Employer begins verifying new hires, such verification of new hires must be initiated within three business days after the hire date. Once enrolled in E-Verify as a Federal contractor, the Employer must begin verification of employees assigned to the contract within 90 calendar days after the date of enrollment or within 30 days of an employee’s assignment to the contract, whichever date is later. 417477 16.F.5.b Packet Pg. 1142 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 6 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: b. Employers enrolled in E-Verify as a Federal contractor for 90 days or more at the time of a contract award must use E-Verify to begin verification of employment eligibility for new hires of the Employer who are working in the United States, whether or not assigned to the contract, within three business days after the date of hire. If the Employer is enrolled in E-Verify as a Federal contractor for 90 calendar days or less at the time of contract award, the Employer must, within 90 days of enrollment, begin to use E-Verify to initiate verification of new hires of the contractor who are working in the United States, whether or not assigned to the contract. Such verification of new hires must be initiated within three business days after the date of hire. An Employer enrolled as a Federal contractor in E-Verify must begin verification of each employee assigned to the contract within 90 calendar days after date of contract award or within 30 days after assignment to the contract, whichever is later. c. Federal contractors that are institutions of higher education (as defined at 20 U.S.C. 1001(a)), state or local governments, governments of Federally recognized Indian tribes, or sureties performing under a takeover agreement entered into with a Federal agency under a performance bond may choose to only verify new and existing employees assigned to the Federal contract. Such Federal contractors may, however, elect to verify all new hires, and/or all existing employees hired after November 6, 1986. Employers in this category must begin verification of employees assigned to the contract within 90 calendar days after the date of enrollment or within 30 days of an employee’s assignment to the contract, whichever date is later. d. Upon enrollment, Employers who are Federal contractors may elect to verify employment eligibility of all existing employees working in the United States who were hired after November 6, 1986, instead of verifying only those employees assigned to a covered Federal contract. After enrollment, Employers must elect to verify existing staff following DHS procedures and begin E-Verify verification of all existing employees within 180 days after the election. e. The Employer may use a previously completed Form I-9 as the basis for creating an E-Verify case for an employee assigned to a contract as long as: i. That Form I-9 is complete (including the SSN) and complies with Article II.A.6, ii. The employee’s work authorization has not expired, and iii. The Employer has reviewed the Form I-9 information either in person or in communications with the employee to ensure that the employee’s Section 1, Form I-9 attestation has not changed (including, but not limited to, a lawful permanent resident alien having become a naturalized U.S. citizen). f. The Employer shall complete a new Form I-9 consistent with Article II.A.6 or update the previous Form I-9 to provide the necessary information if: i. The Employer cannot determine that Form I-9 complies with Article II.A.6, ii. The employee’s basis for work authorization as attested in Section 1 has expired or changed, or iii. The Form I-9 contains no SSN or is otherwise incomplete. Note: If Section 1 of Form I-9 is otherwise valid and up-to-date and the form otherwise complies with 417477 16.F.5.b Packet Pg. 1143 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 7 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: Article II.C.5, but reflects documentation (such as a U.S. passport or Form I-551) that expired after completing Form I-9, the Employer shall not require the production of additional documentation, or use the photo screening tool described in Article II.A.5, subject to any additional or superseding instructions that may be provided on this subject in the E-Verify User Manual. g. The Employer agrees not to require a second verification using E-Verify of any assigned employee who has previously been verified as a newly hired employee under this MOU or to authorize verification of any existing employee by any Employer that is not a Federal contractor based on this Article. 3. The Employer understands that if it is a Federal contractor, its compliance with this MOU is a performance requirement under the terms of the Federal contract or subcontract, and the Employer consents to the release of information relating to compliance with its verification responsibilities under this MOU to contracting officers or other officials authorized to review the Employer’s compliance with Federal contracting requirements. C. RESPONSIBILITIES OF SSA 1. SSA agrees to allow DHS to compare data provided by the Employer against SSA’s database. SSA sends DHS confirmation that the data sent either matches or does not match the information in SSA’s database. 2. SSA agrees to safeguard the information the Employer provides through E-Verify procedures. SSA also agrees to limit access to such information, as is appropriate by law, to individuals responsible for the verification of Social Security numbers or responsible for evaluation of E-Verify or such other persons or entities who may be authorized by SSA as governed by the Privacy Act (5 U.S.C. § 552a), the Social Security Act (42 U.S.C. 1306(a)), and SSA regulations (20 CFR Part 401). 3. SSA agrees to provide case results from its database within three Federal Government work days of the initial inquiry. E-Verify provides the information to the Employer. 4. SSA agrees to update SSA records as necessary if the employee who contests the SSA tentative nonconfirmation visits an SSA field office and provides the required evidence. If the employee visits an SSA field office within the eight Federal Government work days from the date of referral to SSA, SSA agrees to update SSA records, if appropriate, within the eight-day period unless SSA determines that more than eight days may be necessary. In such cases, SSA will provide additional instructions to the employee. If the employee does not visit SSA in the time allowed, E-Verify may provide a final nonconfirmation to the employer. Note: If an Employer experiences technical problems, or has a policy question, the employer should contact E-Verify at 1-888-464-4218. D. RESPONSIBILITIES OF DHS 1. DHS agrees to provide the Employer with selected data from DHS databases to enable the Employer to conduct, to the extent authorized by this MOU: a. Automated verification checks on alien employees by electronic means, and 417477 16.F.5.b Packet Pg. 1144 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 8 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: b. Photo verification checks (when available) on employees. 2. DHS agrees to assist the Employer with operational problems associated with the Employer's participation in E-Verify. DHS agrees to provide the Employer names, titles, addresses, and telephone numbers of DHS representatives to be contacted during the E-Verify process. 3. DHS agrees to provide to the Employer with access to E-Verify training materials as well as an E-Verify User Manual that contain instructions on E-Verify policies, procedures, and requirements for both SSA and DHS, including restrictions on the use of E-Verify. 4. DHS agrees to train Employers on all important changes made to E-Verify through the use of mandatory refresher tutorials and updates to the E-Verify User Manual. Even without changes to E-Verify, DHS reserves the right to require employers to take mandatory refresher tutorials. 5. DHS agrees to provide to the Employer a notice, which indicates the Employer's participation in E-Verify. DHS also agrees to provide to the Employer anti-discrimination notices issued by the Office of Special Counsel for Immigration-Related Unfair Employment Practices (OSC), Civil Rights Division, U.S. Department of Justice. 6. DHS agrees to issue each of the Employer’s E-Verify users a unique user identification number and password that permits them to log in to E-Verify. 7. DHS agrees to safeguard the information the Employer provides, and to limit access to such information to individuals responsible for the verification process, for evaluation of E-Verify, or to such other persons or entities as may be authorized by applicable law. Information will be used only to verify the accuracy of Social Security numbers and employment eligibility, to enforce the INA and Federal criminal laws, and to administer Federal contracting requirements. 8. DHS agrees to provide a means of automated verification that provides (in conjunction with SSA verification procedures) confirmation or tentative nonconfirmation of employees' employment eligibility within three Federal Government work days of the initial inquiry. 9. DHS agrees to provide a means of secondary verification (including updating DHS records) for employees who contest DHS tentative nonconfirmations and photo mismatch tentative nonconfirmations. This provides final confirmation or nonconfirmation of the employees' employment eligibility within 10 Federal Government work days of the date of referral to DHS, unless DHS determines that more than 10 days may be necessary. In such cases, DHS will provide additional verification instructions. ARTICLE III REFERRAL OF INDIVIDUALS TO SSA AND DHS A. REFERRAL TO SSA 1. If the Employer receives a tentative nonconfirmation issued by SSA, the Employer must print the notice as directed by E-Verify. The Employer must promptly notify employees in private of the finding and provide them with the notice and letter containing information specific to the employee’s E-Verify 417477 16.F.5.b Packet Pg. 1145 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 9 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: case. The Employer also agrees to provide both the English and the translated notice and letter for employees with limited English proficiency to employees. The Employer agrees to provide written referral instructions to employees and instruct affected employees to bring the English copy of the letter to the SSA. The Employer must allow employees to contest the finding, and not take adverse action against employees if they choose to contest the finding, while their case is still pending. 2. The Employer agrees to obtain the employee’s response about whether he or she will contest the tentative nonconfirmation as soon as possible after the Employer receives the tentative nonconfirmation. Only the employee may determine whether he or she will contest the tentative nonconfirmation. 3. After a tentative nonconfirmation, the Employer will refer employees to SSA field offices only as directed by E-Verify. The Employer must record the case verification number, review the employee information submitted to E-Verify to identify any errors, and find out whether the employee contests the tentative nonconfirmation. The Employer will transmit the Social Security number, or any other corrected employee information that SSA requests, to SSA for verification again if this review indicates a need to do so. 4. The Employer will instruct the employee to visit an SSA office within eight Federal Government work days. SSA will electronically transmit the result of the referral to the Employer within 10 Federal Government work days of the referral unless it determines that more than 10 days is necessary. 5. While waiting for case results, the Employer agrees to check the E-Verify system regularly for case updates. 6. The Employer agrees not to ask the employee to obtain a printout from the Social Security Administration number database (the Numident) or other written verification of the SSN from the SSA. B. REFERRAL TO DHS 1. If the Employer receives a tentative nonconfirmation issued by DHS, the Employer must promptly notify employees in private of the finding and provide them with the notice and letter containing information specific to the employee’s E-Verify case. The Employer also agrees to provide both the English and the translated notice and letter for employees with limited English proficiency to employees. The Employer must allow employees to contest the finding, and not take adverse action against employees if they choose to contest the finding, while their case is still pending. 2. The Employer agrees to obtain the employee’s response about whether he or she will contest the tentative nonconfirmation as soon as possible after the Employer receives the tentative nonconfirmation. Only the employee may determine whether he or she will contest the tentative nonconfirmation. 3. The Employer agrees to refer individuals to DHS only when the employee chooses to contest a tentative nonconfirmation. 4. If the employee contests a tentative nonconfirmation issued by DHS, the Employer will instruct the 417477 16.F.5.b Packet Pg. 1146 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 10 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: employee to contact DHS through its toll-free hotline (as found on the referral letter) within eight Federal Government work days. 5. If the Employer finds a photo mismatch, the Employer must provide the photo mismatch tentative nonconfirmation notice and follow the instructions outlined in paragraph 1 of this section for tentative nonconfirmations, generally. 6. The Employer agrees that if an employee contests a tentative nonconfirmation based upon a photo mismatch, the Employer will send a copy of the employee’s Form I-551, Form I-766, U.S. Passport, or passport card to DHS for review by: a. Scanning and uploading the document, or b. Sending a photocopy of the document by express mail (furnished and paid for by the employer). 7. The Employer understands that if it cannot determine whether there is a photo match/mismatch, the Employer must forward the employee’s documentation to DHS as described in the preceding paragraph. The Employer agrees to resolve the case as specified by the DHS representative who will determine the photo match or mismatch. 8. DHS will electronically transmit the result of the referral to the Employer within 10 Federal Government work days of the referral unless it determines that more than 10 days is necessary. 9. While waiting for case results, the Employer agrees to check the E-Verify system regularly for case updates. ARTICLE IV SERVICE PROVISIONS A. NO SERVICE FEES 1. SSA and DHS will not charge the Employer for verification services performed under this MOU. The Employer is responsible for providing equipment needed to make inquiries. To access E-Verify, an Employer will need a personal computer with Internet access. ARTICLE V MODIFICATION AND TERMINATION A. MODIFICATION 1. This MOU is effective upon the signature of all parties and shall continue in effect for as long as the SSA and DHS operates the E-Verify program unless modified in writing by the mutual consent of all parties. 2. Any and all E-Verify system enhancements by DHS or SSA, including but not limited to E-Verify checking against additional data sources and instituting new verification policies or procedures, will be covered under this MOU and will not cause the need for a supplemental MOU that outlines these changes. 417477 16.F.5.b Packet Pg. 1147 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 11 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: B. TERMINATION 1. The Employer may terminate this MOU and its participation in E-Verify at any time upon 30 days prior written notice to the other parties. 2. Notwithstanding Article V, part A of this MOU, DHS may terminate this MOU, and thereby the Employer’s participation in E-Verify, with or without notice at any time if deemed necessary because of the requirements of law or policy, or upon a determination by SSA or DHS that there has been a breach of system integrity or security by the Employer, or a failure on the part of the Employer to comply with established E-Verify procedures and/or legal requirements. The Employer understands that if it is a Federal contractor, termination of this MOU by any party for any reason may negatively affect the performance of its contractual responsibilities. Similarly, the Employer understands that if it is in a state where E-Verify is mandatory, termination of this by any party MOU may negatively affect the Employer’s business. 3. An Employer that is a Federal contractor may terminate this MOU when the Federal contract that requires its participation in E-Verify is terminated or completed. In such cases, the Federal contractor must provide written notice to DHS. If an Employer that is a Federal contractor fails to provide such notice, then that Employer will remain an E-Verify participant, will remain bound by the terms of this MOU that apply to non-Federal contractor participants, and will be required to use the E-Verify procedures to verify the employment eligibility of all newly hired employees. 4. The Employer agrees that E-Verify is not liable for any losses, financial or otherwise, if the Employer is terminated from E-Verify. ARTICLE VI PARTIES A. Some or all SSA and DHS responsibilities under this MOU may be performed by contractor(s), and SSA and DHS may adjust verification responsibilities between each other as necessary. By separate agreement with DHS, SSA has agreed to perform its responsibilities as described in this MOU. B. Nothing in this MOU is intended, or should be construed, to create any right or benefit, substantive or procedural, enforceable at law by any third party against the United States, its agencies, officers, or employees, or against the Employer, its agents, officers, or employees. C. The Employer may not assign, directly or indirectly, whether by operation of law, change of control or merger, all or any part of its rights or obligations under this MOU without the prior written consent of DHS, which consent shall not be unreasonably withheld or delayed. Any attempt to sublicense, assign, or transfer any of the rights, duties, or obligations herein is void. D. Each party shall be solely responsible for defending any claim or action against it arising out of or related to E-Verify or this MOU, whether civil or criminal, and for any liability wherefrom, including (but not limited to) any dispute between the Employer and any other person or entity regarding the applicability of Section 403(d) of IIRIRA to any action taken or allegedly taken by the Employer. E. The Employer understands that its participation in E-Verify is not confidential information and may be disclosed as authorized or required by law and DHS or SSA policy, including but not limited to, 417477 16.F.5.b Packet Pg. 1148 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 12 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: Congressional oversight, E-Verify publicity and media inquiries, determinations of compliance with Federal contractual requirements, and responses to inquiries under the Freedom of Information Act (FOIA). F. The individuals whose signatures appear below represent that they are authorized to enter into this MOU on behalf of the Employer and DHS respectively. The Employer understands that any inaccurate statement, representation, data or other information provided to DHS may subject the Employer, its subcontractors, its employees, or its representatives to: (1) prosecution for false statements pursuant to 18 U.S.C. 1001 and/or; (2) immediate termination of its MOU and/or; (3) possible debarment or suspension. G. The foregoing constitutes the full agreement on this subject between DHS and the Employer. To be accepted as an E-Verify participant, you should only sign the Employer’s Section of the signature page. If you have any questions, contact E-Verify at 1-888-464-4218. 417477 16.F.5.b Packet Pg. 1149 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 13 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: Approved by: Employer Name (Please Type or Print) Title Signature Date Department of Homeland Security – Verification Division Name (Please Type or Print) Title Signature Date 417477 Miles Partnership, LLLP Peggy J Gangemi Electronically Signed 05/24/2011 USCIS Verification Division Electronically Signed 05/24/2011 16.F.5.b Packet Pg. 1150 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 14 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: Information Required for the E-Verify Program Information relating to your Company: Company Name Company Facility Address Company Alternate Address County or Parish Employer Identification Number North American Industry Classification Systems Code Parent Company Number of Employees Number of Sites Verified for 417477 Miles Partnership, LLLP 6751 Professional Pkwy W Suite 200 Sarasota, FL 34240 SARASOTA 020761406 541 100 to 499 2 16.F.5.b Packet Pg. 1151 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 15 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: Are you verifying for more than 1 site? If yes, please provide the number of sites verified for in each State: 417477 COLORADO 1 site(s) FLORIDA 1 site(s) 16.F.5.b Packet Pg. 1152 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 16 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: Information relating to the Program Administrator(s) for your Company on policy questions or operational problems: 417477 Name Jay E Scallen Phone Number (941) 342 - 2330 Fax Number (941) 342 - 2330 Email Address jay.scallen@milesmedia.com Name Anne M Marston Phone Number (941) 342 - 2406 Fax Number (941) 342 - 2406 Email Address Anne.Marston@milespartnership.com 16.F.5.b Packet Pg. 1153 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Page 17 of 17 E-Verify MOU for Employers | Revision Date 06/01/13 Company ID Number: 417477 Page intentionally left blank 16.F.5.b Packet Pg. 1154 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.b Packet Pg. 1155 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.b Packet Pg. 1156 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.b Packet Pg. 1157 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) milespartnership.com Thank You 16.F.5.b Packet Pg. 1158 Attachment: 18-7456 Miles Proposal (7910 : RFP 18-7456 Tourism Website Services) Selection CommitteeFinal Ranking SheetRFP #: 18-7456Title: Website ServicesName of Firm Ed Barry Geoff Mike TotalSelection CommitteeFinal Rank Miles Partnership111141.0000Greenfield Advertising Group222282.0000Procurement Professional Viviana GiarimoustasStep 1: Upon direction by the Procurement professional, the individual selection committee member should provide their ranking of the proposals (from highest being number one (1) to lowest. Step 2: The procurement professional will review the mathematically calculated final rank and discuss the rank order and determine if consensus is reached.Page 1 of 116.F.5.cPacket Pg. 1159Attachment: 18-7456 Final Ranking (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.d Packet Pg. 1160 Attachment: 18-7456 NORA (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1161 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1162 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1163 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1164 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1165 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1166 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1167 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1168 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1169 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1170 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1171 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1172 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1173 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1174 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1175 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1176 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1177 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1178 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1179 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1180 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1181 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1182 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1183 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1184 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1185 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1186 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1187 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1188 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1189 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1190 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1191 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1192 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1193 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1194 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1195 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1196 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1197 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1198 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1199 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1200 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1201 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1202 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) 16.F.5.e Packet Pg. 1203 Attachment: Signed CAO approved agreement (7910 : RFP 18-7456 Tourism Website Services) INSR ADDL SUBR LTR INSR WVD DATE (MM/DD/YYYY) PRODUCER CONTACT NAME: FAXPHONE (A/C, No):(A/C, No, Ext): E-MAIL ADDRESS: INSURER A : INSURED INSURER B : INSURER C : INSURER D : INSURER E : INSURER F : POLICY NUMBER POLICY EFF POLICY EXPTYPE OF INSURANCE LIMITS(MM/DD/YYYY)(MM/DD/YYYY) COMMERCIAL GENERAL LIABILITY AUTOMOBILE LIABILITY UMBRELLA LIAB EXCESS LIAB WORKERS COMPENSATION AND EMPLOYERS' LIABILITY DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) AUTHORIZED REPRESENTATIVE INSURER(S) AFFORDING COVERAGE NAIC # Y / N N / A (Mandatory in NH) ANY PROPRIETOR/PARTNER/EXECUTIVE OFFICER/MEMBER EXCLUDED? EACH OCCURRENCE $ DAMAGE TO RENTED $PREMISES (Ea occurrence)CLAIMS-MADE OCCUR MED EXP (Any one person)$ PERSONAL & ADV INJURY $ GENERAL AGGREGATE $GEN'L AGGREGATE LIMIT APPLIES PER: PRODUCTS - COMP/OP AGG $ $ PRO- OTHER: LOCJECT COMBINED SINGLE LIMIT $(Ea accident) BODILY INJURY (Per person)$ANY AUTO OWNED SCHEDULED BODILY INJURY (Per accident)$AUTOS ONLY AUTOS AUTOS ONLY HIRED PROPERTY DAMAGE $AUTOS ONLY (Per accident) $ OCCUR EACH OCCURRENCE $ CLAIMS-MADE AGGREGATE $ DED RETENTION $$ PER OTH- STATUTE ER E.L. EACH ACCIDENT $ E.L. DISEASE - EA EMPLOYEE $ If yes, describe under E.L. DISEASE - POLICY LIMIT $DESCRIPTION OF OPERATIONS below POLICY NON-OWNED SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer any rights to the certificate holder in lieu of such endorsement(s). COVERAGES CERTIFICATE NUMBER:REVISION NUMBER: CERTIFICATE HOLDER CANCELLATION © 1988-2015 ACORD CORPORATION. All rights reserved. The ACORD name and logo are registered marks of ACORDACORD 25 (2016/03) ACORDTM CERTIFICATE OF LIABILITY INSURANCE Zurich American Insurance Company Continental Casualty Company Zurich American Insurance Company Steadfast Insurance Company Continental Casualty Company Markel American Insurance Company 01/28/2019 USI Insurance Services, LLC/CL 201 Alhambra Circle, Suite 1401 Coral Gables, FL 33134-5108 305 669-6000 305 669-6000 Miles Partnership LLLP, Miles Partnershi LLC, Miles Partnership II LLC 6751 Professional Pkwy W Ste 200 Sarasota, FL 34240-8450 16535 20443 16535 26387 20443 28932 A X X X CPO015627900 04/09/2018 04/09/2019 1,000,000 1,000,000 5,000 1,000,000 2,000,000 2,000,000 A X X X X CPO015627900 04/09/2018 04/09/2019 1,000,000 B X X X 10000 AUC015628000 04/09/2018 04/09/2019 4,000,000 4,000,000 C N 16362228 01/01/2019 01/01/2020 X 1,000,000 1,000,000 1,000,000 D E F *Professional Crime D&O/EPL/Fiduciary EOC0246189 596506703 MKLM2MML000179 04/09/2018 10/01/2018 10/18/2018 04/09/2019 10/01/2019 10/18/2019 $5,000,000/Ded $25,000 $1,000,000/Ded $10,000 $3,000,000/Ded $0-$25K *Professional/Technology/Media Errors & Omission Liability coverage is written on a claims-made basis. Cyber Liability - $5,000,000 - Self Insured Retention - $25,000 *D&O Limit $3,000,000 / EPL Limit $3,000,000 / Fiduciary Limit $1,000,000 Deductible $0-$25,000 (See Attached Descriptions) Collier County Board of County Commissioners 3295 Tamiami Trail E Naples, FL 34112 1 of 2 #S24835555/M24669724 MILESMED1Client#: 1054358 AMREV 1 of 2 #S24835555/M24669724 16.F.5.f Packet Pg. 1204 Attachment: 18-7456 Myes Partnership_Insurance_1-28-19 (7910 : RFP 18-7456 Tourism Website Services) SAGITTA 25.3 (2016/03) DESCRIPTIONS (Continued from Page 1) The General Liability policy includes automatic Additional Insured endorsement that provides Additional Insured only when there is a written contract that requires such status, and only with regard to work performed on behalf of the named insured. Additional Insured include: Collier County Board of County Commissioners. The Automobile Liability policy includes an automatic Additional Insured endorsement that provides Additional Insured status to the Certificate Holder, only when there is a written contract that requires such status, and only with regard to work performed on behalf of the named insured. 30 days Notice of Cancellation will apply, however, 10 days notice for non payment of premium. 2 of 2 #S24835555/M24669724 16.F.5.f Packet Pg. 1205 Attachment: 18-7456 Myes Partnership_Insurance_1-28-19 (7910 : RFP 18-7456 Tourism Website Services)