Fulfillment and Visitor Services

The Utah Office of Tourism (UOT) is entering into a contract with a qualified firm to provide fulfillment services and visitor assistance that will support the “Life Elevated” brand. The contractor will serve as an extension of the UOT team, ensuring that every digital and print, touchpoint reflects Utah’s commitment to an unmatched visitor experience. Proposers may also offer comprehensive visitor assistance as a value-added service to manage phone and direct email touchpoints.

UOT receives requests for Utah travel publications through its toll-free phone lines, general information inboxes, and digital order forms on websites (IVisitUtah, Utah.com, and Go-Utah). In FY 2026, UOT processed over 54,500 individual guide requests, averaging approximately 4,500 per month.

Core Services

• Provide complete fulfillment and distribution services for both individual and bulk case-quantity tourism publication requests.
• Maintain and host software capable of accepting and processing travel guide requests from UOT order forms.
• Store UOT’s publications that are used for fulfilling ongoing inquiries.
• Manage Trade Show Information by picking, packing, shipping, and tracking materials domestically and internationally.
• Provide general management of UOT's postage account, resolve freight claims, and oversee all office functions of the tourism fulfillment program.

Value-Added Services (Visitor Support)

- Provide customer service by answering UOT’s toll-free phone lines, handling basic travel information referrals, and monitoring general visitor inboxes (travel@utah.gov, info@visitutah.com)

Project Deliverables

• Mailed Individual Requests: Publications pulled from inventory, accompanied by an 8.5" x 11" laser-printed sheet (detailing the requestor's name, physical address, return address, and UOT’s indicia), hand-inserted into a polybag, and machine sealed.
• Shipped Bulk Requests: Bulk quantities of UOT guides and Utah Highway Maps shipped directly to industry partners upon receipt of the request.
• Promotional Fulfillments: Received promotional items fulfilled and shipped for special projects as needed.
• Customer Data API Integration: An API or real-time connection that accepts literature requests from UOT and partner websites, and transmits captured customer information (name, address, phone, email, special interests, prompt sources) back to UOT’s database.
• Monthly Budget Tracker: An in-depth financial tracker maintained and submitted monthly.
• Reporting: Categorized reports detailing inquiries by source, state, zip code, special interests, and publications ordered.
• Inventory Forecasts: Timely low-inventory alerts and accurate forecasts indicating when a product is likely to run out.

All questions must be submitted through U3P during the question and answer period. Answers from the State will be posted on U3P.

Vendors must not include costs or pricing data in their responses to the mandatory minimum requirements and the technical response. The cost response must be submitted separately from the technical response.

Exceptions and/or additions to the Standard Terms and Conditions are highly discouraged.

Evaluation

• Stage 2 technical criteria total 800 points. Vendors must score a minimum of 65% to advance to Stage 3.
• Stage 3 interview: a 30-minute interview worth 100 points, virtual and scheduled for November 19th. Responders must score a minimum of 65% to advance to Stage 4.
• Stage 4: Vendors must submit a completed Cost Proposal using *Attachment D – Cost Proposal Form*. Cost is worth 100 points.

Contract term

Length of Contract: Five-Years. Vendor must guarantee its pricing for Five-Years.