2-B. RFP 269-2026-2068 Fare Inspector Ambassador Program.docx

Sample Contract

Request for Proposals

FARE INSPECTOR AMBASSADOR PROGRAM

RFP # 269-2026-2068

City of Charlotte North carolina

APRIL 27, 2026

REQUEST FOR PROPOSALS

RFP # 269-2026-2068

FARE INSPECTOR AMBASSADOR PROGRAM

April 27, 2026 Interested Company:

The City of Charlotte, North Carolina, is now accepting Proposals for Fare Inspector Ambassador Program. The requirements for submitting a Proposal are stated in the attached Request for Proposals (the “RFP”). Please review them carefully.

The City of Charlotte is using the Bonfire e-Procurement Portal (“Procurement Portal” - https://charlottenc.bonfirehub.com) to accept and evaluate proposals for this RFP. Proposals must be submitted electronically through the Procurement Portal on or before the Due Date in order to be accepted.

A Non-Mandatory Virtual Pre-Proposal Conference for the purpose of reviewing the RFP and answering questions regarding the Services will be held on May 7, 2026 at 12:00 p.m. No onsite meeting will be held and Service Provider(s) should not come to the City expecting to attend in person. Please email David Tate at david.tate@charlottenc.gov if you plan to attend for a link to the meeting. An agenda will be sent before the meeting which will be used during the discussion. You are encouraged to have a copy of the RFP available with you at that time. While attendance at the Pre-Proposal Conference is not mandatory, all interested Service Providers are encouraged to participate.

Please have a copy of the RFP available for reviewing during the Pre-Proposal Conference. Proposal submissions are due no later than May 19, 2026 at 2:00 p.m.

The City is an equal opportunity purchaser.

Sincerely, David Tate Transit Procurement Officer

Checklist for submitting a Proposal:

If you plan to submit a Proposal, you must submit all required documents and respond to all questions within the Procurement Portal for the RFP.

If awarded a contract, your company will be required to provide an insurance certificate(s) that meets or exceeds the requirements set forth in the Sample Contract.

FARE INSPECTOR AMBASSADOR PROGRAM

RFP# 269-2026-2068 APRIL 27, 2026 39

TABLE OF CONTENTS

Table of Contents

1. Introduction.

1.1. Objective.

The objective of this RFP is to solicit Proposals that will enable the City to determine which Company and Proposed Solution will best meet the City’s needs for the Services detailed in the Scope of Work.

1.2. Definitions.

As used in this RFP, the following terms shall have the meanings set forth below:

Charlotte Business INClusion/CBI: Refers to the Charlotte Business INClusion office of the City of Charlotte.

Charlotte Business INClusion Policy/ CBI Policy: Refers to the policy adopted by City Council, which seeks to enhance competition in contracting and procurement opportunities for MWSBEs located in the Charlotte Combined Statistical Area.

Charlotte Combined

Company Project

Environmentally

Minority-owned Business Enterprise/

Post-Consumer

Small Business Enterprise/SBE: Refers to a business enterprise that is certified by the City of Charlotte under Part E of the CBI Policy as meeting all of the requirements for SBE certification.

Specifications and

Woman-owned Business Enterprise/

1.3. Accuracy of RFP and Related Documents.

Each Company must independently evaluate all information provided by the City. The City makes no representations or warranties regarding any information presented in this RFP, or otherwise made available during this procurement process, and assumes no responsibility for conclusions or interpretations derived from such information. In addition, the City will not be bound by or be responsible for any explanation or conclusions regarding this RFP or any related documents other than those provided by an addendum issued by the City. Companies may not rely on any oral statement by the City or its agents, advisors, or consultants.

If a Company identifies potential errors or omissions in this RFP or any other related documents, the Company should immediately notify the City of such potential discrepancy in writing. The City may issue a written addendum if the City determines clarification necessary. Each Company requesting an interpretation will be responsible for submitting them per Section 2.2.

1.4. City’s Rights and Options.

The City reserves the right, at the City’s sole discretion, to take any action affecting this RFP, this RFP process, or the Services or facilities subject to this RFP that would be in the best interests of the City, including:

1.4.1. To supplement, amend, substitute, or otherwise modify this RFP, including the schedule, at any time;

1.4.2. To cancel this RFP with or without the substitution of another RFP;

1.4.3. To require one or more Companies to supplement, clarify or provide additional information in order for the City to evaluate the Proposals submitted

1.4.4. To investigate the qualifications, experience, capabilities, and financial standing of each Company submitting a Proposal;

1.4.5. To waive any defect or irregularity in any Proposal received;

1.4.6. To reject any or all Proposals;

1.4.7. To share the Proposals with City employees other than the Evaluation Committee or City advisory committees as deemed necessary;

1.4.8. To award all, none, or any part of the Services and enter into Contracts with one or more of the responding Companies deemed by the City to be in the best interest of the City, which may be done with or without re-solicitation;

1.4.9. To discuss and negotiate with any Company(-ies) their Proposal terms and conditions, including but not limited to financial terms;

1.4.10. To terminate discussions and negotiations with any Company at any time and for any reason;

1.4.11. To issue additional requests for information; and

1.4.12. To take any action affecting this RFP, this RFP process, or the Services or facilities subject to this RFP that would be in the best interest of the City.

1.5. Expense of Submittal Preparation.

The City accepts no liability, and Companies will have no actionable claims, for reimbursement of any costs or expenses incurred in participating in this solicitation process. This includes expenses and costs related to Proposal submission, submission of written questions, attendance at pre-proposal meetings or evaluation interviews, contract negotiations, or activities required for contract execution.

1.6. Proposal Conditions.

1.6.1. The following terms are applicable to this RFP and the Company’s Proposal Not An Offer.

This RFP does not constitute an offer by the City. No binding contract, obligation to negotiate, or any other obligation shall be created on the part of the City unless the City and the Company execute a Contract. No recommendations or conclusions from this RFP process concerning the Company shall constitute a right (property or otherwise) under the Constitution of the United States or under the Constitution, case law, or statutory law of North Carolina.

1.6.2. Right to Terminate Discussions.

The Company’s participation in this process might result in the City selecting the Company to engage in further discussions. The commencement of such discussions, however, does not signify a commitment by the City to execute a Contract or to continue discussions. The City can terminate discussions at any time and for any reason.

1.6.3. Trade Secrets and Personal Identification Information.

Definition.

Upon receipt by the City, all materials submitted by a Company (including the Proposal) are considered public records except for (1) material that qualifies as “trade secret” information under N.C. Gen. Stat. § 66-152 et seq. (“Trade Secrets”) or (2) “personally identifiable information” protected by state or federal law, to include, but not be limited to, Social Security numbers, bank account numbers, and driver’s license numbers (“Personally Identifiable Information” or “PII”).

Instructions for Marking and Identifying Trade Secrets.

If any Proposal contains Trade Secrets or PII, such Trade Secrets and PII must specifically and clearly be identified by clearly separating them from the rest of the Proposal and marked either “Personally Identifiable Information – Confidential” or “Trade Secret—Confidential and Proprietary Information.” This confidentiality caption must appear on each page of the Trade Secret or PII materials, and the document(s) must be submitted separately in the Procurement Portal.

Availability of Proposals to City Staff and Contractors.

By submitting a Proposal, each Company agrees that the City may reveal any Trade Secret materials and PII contained therein to all City staff and City officials involved in the selection process, and to any outside consultant or other third parties who serve on the Evaluation Committee or who are hired or appointed by the City to assist in the evaluation process.

Availability of Proposals via Public Records Requests.

Any person or entity (including competitors) may request Proposals submitted in response to an RFP. Only those portions of RFPs properly designated as Trade Secret or PII are not subject to disclosure. The public disclosure of the contents of a Proposal or other materials submitted by a Company is governed by N.C. Gen. Stat. §§ 132 and 66-152, et seq.

When determining whether to mark materials as Trade Secret, please note the following:

· Entire Proposals may not be marked as Trade Secret

· Pricing may not be marked as Trade Secret The City may disqualify and Company that designates its entire Proposal as a trade secret, or any portion thereof that clearly does not qualify under applicable law as a Trade Secret or PII. Each Company agrees to indemnify, defend, and hold harmless the City and each of its officers, employees, and agents from all costs, damages, and expenses incurred in connection with refusing to disclose any material that the Company has designated as a Trade Secret or PII. This includes an obligation on the part of the Company to defend any litigation brought by a party that has requested Proposals or other information that the Company has marked Trade Secret or PII.

1.6.4. Statutory Requirements.

Any Contract awarded as a result of this RFP shall be in full conformance with all statutory requirements of North Carolina and all statutory requirements of the Federal Government, to the extent applicable.

1.6.5. Reservation of Right to Change Schedule.

The City shall ultimately determine the timing and sequence of events resulting from this RFP. The City reserves the right to delay the closing date and time for any phase if City staff believe that an extension will be in the best interest of the City.

1.6.6. Reservation of Right to Amend RFP.

The City reserves the right to amend this RFP at any time during the process, if it believes that doing so is in the best interests of the City. Any addenda will be posted to the Procurement Portal. Companies are required to acknowledge receipt of each addendum.

1.6.7. No Collusion or Conflict of Interest.

By responding to this RFP, the Company shall be deemed to have represented and warranted that the Proposal is not made in connection with any competing Company submitting a separate response to this RFP, and is in all respects fair and without collusion or fraud.

1.6.8. Proposal Terms Firm and Irreversible.

The signed Proposal shall be considered a firm offer on the part of the Company. The City reserves the right to negotiate price and other terms. All Proposal elements (including all statements, claims, declarations, prices, and specifications) shall be considered firm and irrevocable for purposes of future Contract negotiations unless specifically waived in writing by the City. The Company chosen for award should be prepared to have its Proposal and any relevant correspondence incorporated into the Contract, either in part or in its entirety, at the City's election. Any false or misleading statements found in the Proposal or Contract exceptions not included in the Proposal may be grounds for disqualification.

1.6.9. Reserved.

1.6.10. Subcontracting.

The Company given contract award shall be the prime contractor and shall be solely responsible for contractual performance. In the event of a subcontracting relationship, the Company shall remain the prime contractor and will assume all responsibility for the performance of the Services that are supplied by all subcontractors. The City retains the right to approve all subcontractors. Additionally, the City must be named as a third-party beneficiary in all subcontracts.

1.6.11. Equal Opportunity.

The City has an equal opportunity purchasing policy. The City seeks to ensure that all segments of the business community have access to supplying the goods and services needed by City programs. The City provides equal opportunity for all businesses and does not discriminate against any Companies regardless of race, color, religion, age, sex, and national origin or disability.

1.6.12. Reserved.

1.6.13. Use of City’s Name.

No advertising, sales promotion, or other materials of the Company or its agents or representatives may identify or reference the City in any manner absent the prior written consent of the City.

1.6.14. Withdrawal for Modification of Proposals.

Companies may change or withdraw a previously-submitted Proposal at any time prior to the Proposal due date by editing or removing their submission on the Procurement Portal.

1.6.15. No Bribery.

In submitting a response to this RFP, each Company certifies that neither it, any of its affiliates or subcontractors, nor any employees of any of the foregoing has bribed, or attempted to bribe, an officer or employee of the City in connection with the Contract.

1.6.16. Exceptions to the RFP.

Other than exceptions that are stated in compliance with this Section, each Proposal shall be deemed to agree to comply with all terms, conditions, specifications, and requirements of this RFP including the Sample Contract language. An “exception” is defined as the Company’s inability or unwillingness to meet a term, condition, specification, or requirement in the manner specified in the RFP including in the Sample Contract. All exceptions taken must be identified and explained in writing in your Proposal and must specifically reference the relevant section(s) of this RFP. If the Company provides an alternate solution when taking an exception to a requirement, the benefits of this alternative solution and impact, if any, on any part of the remainder of the Company’s solution, must be described in detail.

Exceptions must be submitted under the Acknowledgement section in the Procurement Portal. If exceptions are not identified in your Proposal, they may not be considered during Contract negotiation and could result in Proposal being rejected from further consideration. If legal counsel needs to review the Sample Contract prior to signature, reviews must be completed before your Proposal is submitted. The City reserves the right to refuse consideration of any terms not so included. Any proposed changes to the Sample Terms after tentative contract award may constitute a material change to the Company’s Proposal and be grounds for revoking the award.

The City intends to enter into a City-drafted Contract with the successful Company that contains the terms and conditions set forth in the Sample Services Contract. The number and extent of any exceptions and proposed additions to the Sample Terms will be one of the City’s evaluation criteria.

Notwithstanding the foregoing, the City reserves the right to modify the Sample Terms prior to or during contract negotiations if it is in the City’s best interest to do so.

1.6.17. Fair Trade Certifications.

By submitting a Proposal, the Company certifies that:

· The prices in its Proposal have been arrived at independently, without consultation, communication, or agreement with anyone, as to any matter relating to such prices for the purpose of restricting competition;

· Unless otherwise required by law, the prices quoted in its Proposal have not been knowingly disclosed by the Company and will not knowingly be so disclosed prior to the Proposal due date; and

· No attempt has been made or will be made by the Company to induce any other person or firm to submit or not to submit a Proposal for the purpose of restricting competition.

1.6.18. Companies’ Obligation to Fully Inform Themselves.

Companies or their authorized representatives must fully inform themselves as to all conditions, requirements, and specifications of this RFP before submitting a Proposal. Failure to do so will be at the Company’s own risk.

1.6.19. Environmentally Preferable Purchasing.

The City promotes the practice of Environmentally Preferable Purchasing (EPP) in acquiring products or services. Applicable EPP attributes that may be taken into consideration as environmental criterion include the following:

Companies able to supply products or services containing any of the applicable environmentally preferable attributes that meet performance requirements are encouraged to offer them in the Proposal. Companies must provide certification of environmental standards and other environmental claims, such as recycled content and emissions data or a formal statement signed by a senior company official.

1.6.20. Disclaimer

Each Company must perform its own evaluation and due diligence verification of all information and data provided by the City. The City makes no representations or warranties regarding any information or data provided by the City.

Section 1 Introduction and General Information

2. Procurement Process.

This Section 2 contains information about the procurement process for this Project.

2.1. Schedule and Process.

The following chart shows the schedule of events for the conduct of this RFP. The key events and deadlines for this process are as follows, some of which are set forth in more detail in the Sections that follow:

May 19, 2026 – June 5, 2026 Evaluation. The Evaluation Committee will assess each Proposal and conduct evaluation activities with Companies.

2.2. Interpretations and Addenda.

There are two (2) ways to ask questions about this RFP: (1) submit a question through the Vendor Discussion section on the Procurement Portal; or (2) ask a question at the Pre-Proposal Conference. Other than these permitted methods, Companies should refrain from contacting City staff prior to the Proposal due date. The City is not bound by any statements, representations or clarifications regarding this RFP other than those provided in writing by the Procurement Officer.

In order for questions to be addressed at the Pre-Proposal Conference, they must be submitted by 2:00 p.m. on May 6, 2026.

After the Pre-Proposal Conference, questions must be submitted in the Procurement Portal by the deadline stated in Section 2.1.

When responding to Company questions or issuing addenda to the RFP, the City will post the answer or information to the Procurement Portal.

2.3. Pre-Proposal Conference.

A Non-Mandatory Virtual Pre-Proposal Conference for the purpose of reviewing the RFP and answering questions regarding the Services will be held on May 7, 2026 at 12:00 p.m. No onsite meeting will be held and Service Provider(s) should not come to the City expecting to attend in person. Please email David Tate at david.tate@charlottenc.gov if you plan to attend for a link to the meeting. An agenda will be sent before the meeting which will be used during the discussion. You are encouraged to have a copy of the RFP available with you at that time. While attendance at the Pre-Proposal Conference is not mandatory, all interested Service Providers are encouraged to participate.

If special accommodations are required for attendance, please notify the City in advance through the Vendor Discussion section of the Procurement Portal.

2.4. Submission of Proposals.

Proposals must be in the format specified in Section 4 of this RFP by May 19, 2026 on or before but no later than 2:00 p.m.

When received, all Proposals and supporting materials, as well as correspondence relating to this RFP, shall become the property of the City. The Proposals will not be read aloud or made available to inspect or copy until any trade secret issues have been resolved.

2.5. Correction of Errors.

The person signing the Proposal must initial erasures or other corrections in the Proposal. The Company further agrees that in the event of any obvious errors, the City reserves the right to waive such errors in its sole discretion. The City, however, has no obligation under any circumstances to waive such errors.

2.6. Evaluation.

As part of the evaluation process, the Evaluation Committee may engage in discussions with one or more Companies. Discussions might be held with individual Companies to determine in greater detail the Company’s qualifications, to explore with the Company the scope and nature of the required contractual Services, to learn the Company’s proposed method of performance and the relative utility of alternative methods, and to facilitate arriving at a Contract that will be satisfactory to the City.

The City may in its discretion require one (1) or more Companies to make presentations to the Evaluation Committee or appear before the City and/or its representatives for an interview. During such interview, the Company may be required to orally and otherwise present its Proposal and to respond in detail to any questions posed. Additional meetings may be held to clarify issues or to address comments, as the City deems appropriate. Companies will be notified in advance of the time and format of such meetings.

Since the City may choose to award a Contract without engaging in discussions or negotiations, the Proposals submitted shall state the Company's best offer for performing the Services described in this RFP.

2.7. Contract Award by Council.

As soon as practical after opening the Proposals, the name of the apparent successful Company will be submitted to the Council for final approval of award and the Procurement Officer will provide Contract documents to the Company. In the event the Council approval is not received within one hundred eighty (180) calendar days after opening of the Proposals, the Company may request that it be released from the Proposal.

2.8. Vendor Inclusion.

The City’s vendor management philosophy supports a fair, open, and inclusive process that offers the same access and information to all Companies. Although Companies are not required to be registered in the City’s vendor registration system prior to submitting a Proposal, in order to execute a contract with the City and receive payment from the City, all Companies must register with the City’s vendor registration system.

Your registration provides the City with baseline information for your company including location, contact and demographic information, as well as your areas of expertise with specific commodity and/or service descriptions. You will also have the opportunity to complete any applicable certifications if your company desires to establish itself as an SBE, MBE, or WBE. The link below will provide you with the opportunity to complete your registration on-line with the City.

Section 2 Procurement Process http://charlottenc.gov/vendors

3. SCope of FARE INSPECTOR AMBASSADOR PROGRAM.

3.1. General Scope.

CATS is launching the Fare Inspection Ambassador Program to improve fare compliance, enhance the rider experience, and strengthen safety through a professional, uniformed presence on the CATS system. The program will be delivered by a contracted service provider responsible for recruiting, training, deploying, and managing Fare Inspection Ambassadors.

Ambassadors will conduct systematic proof-of-payment inspections on trains and platforms as part of the initial deployment, using CATS-issued validation equipment and a standardized, non-confrontational inspection protocol. They will also provide basic customer assistance and support rider understanding of fare requirements. Future expansion of the program could extend to CATS bus services.

The Contractor will implement a zone-based deployment model with paired staffing, ensuring consistent coverage across all service periods. A dedicated digital reporting system will track inspections, compliance, incidents, and geolocated coverage, with daily summaries and monthly KPI reporting requirements.

Prior to full deployment, the Contractor will complete a 45-60-day implementation period, followed by a 30-day joint-operations phase with CATS Security to reinforce safety and inspection procedures. After this transition, Ambassadors will operate independently.

The program will support CATS in reducing fare evasion, improving system safety, delivering high-quality customer engagement, and generating reliable performance data to evaluate long-term fare inspection strategies. Initial term will be for three years with options for up to four one-year renewals.

While the CATS is flexible with respect to certain elements of the Fare Inspector Ambassador Program, CATS has specific requirements and preferences for the Service delivery method.

3.2. Purpose.

The purpose of this Scope of Work (SOW) is to obtain a qualified Contractor to design and operate a Fare Inspection Ambassador Program for CATS transit services.. The Contractor shall deploy trained customer service centric personnel to conduct fare inspections, ensure system-wide fare compliance, and support a safe and professional rider experience. This program will be implemented in phases beginning with the Blue Line. Subsequent phases will expand operations to the Bus system and the Gold Line, where Ambassadors will perform the same duties, responsibilities, and service expectations as those required on the Blue Line. These phased expansions ensure system-wide consistency in customer service, fare inspection protocols, and operational standards.

3.3. Program Objectives.

The Contractor shall operate a program that:

· Ensures consistent, visible, and effective fare inspection coverage across designated CATS vehicles and facilities (train platforms, transit centers, etc).

· Educates riders on fare requirements and supports compliance through professional, non-escalatory engagement.

· Reduces fare evasion through high-coverage inspection operations.

· Provides accurate operational data to support performance measurement and system planning.

· Enhances rider confidence and system safety through a uniformed presence.

3.4. Required Services.

3.4.1. Primary Function: Fare Inspections.

Ambassadors will serve as the primary fare inspection team, conducting proof-of-payment inspections using professional, customer service centric, non-escalatory engagement to support compliance and a positive rider experience.

The Contractor shall:

· Conduct systematic proof-of-payment inspections onboard designated CATS vehicles and facilities (train platforms, transit centers, etc)..

· Use CATS-issued validation equipment to verify active fare media.

· Apply a consistent inspection protocol aligned with CATS fare enforcement policy.

· When on the CATS Blue Line, rotate between railcars and platforms to avoid repeated inspections of the same riders.

· Maintain clear, calm, non-confrontational communication during all inspection interactions.

· Document inspection volumes, compliance rates, and fare-related issues using the Contractor’s data collection and reporting system.

3.4.2. Secondary Functions: Rider Assistance & Customer Service.

Ambassadors shall:

· Provide basic wayfinding and system information upon request.

· Assist with fare machines and mobile ticketing questions when appropriate.

· Direct riders to customer service resources as needed.

· Maintain a professional, visible, and approachable presence.

3.4.3. Deployment Model.

The Contractor shall implement a deployment structure supporting consistent inspection coverage. This deployment structure will first apply to the Blue Line under Phase 1. In Phases 2 and 3, this model will be expanded and adapted to support Bus operations and the Gold Line. The operational duties performed on the Gold Line will mirror those required on the Blue Line to ensure consistent system-wide coverage and rider experience:

· A zone-based assignment model dividing the Blue Line into operational sectors.

· Deployment of staff in pairs at all times for safety, documentation accuracy, and incident backup.

· Inspection coverage across morning, midday, evening, and late-night service periods.

· Adjusted deployments during peak hours prioritizing platform inspections where onboard movement is unsafe or impractical.

· A daily pre-shift briefing that includes assignments, safety updates, system notes, and equipment distribution.

3.4.4. Safety & Conduct Requirements.

Ambassadors shall:

· Conduct fare inspections using professional, non-confrontational engagement.

· Follow de-escalation and safety protocols provided during training.

· Immediately report escalated or unsafe situations to CATS Security or Transit Police.

· Maintain professional demeanor, uniform appearance, and code-of-conduct compliance.

· Exceptional customer service is a core requirement of all Ambassador duties.

3.5. Data Collection & Reporting Requirements.

The Contractor shall provide a digital data collection and reporting system to document inspection activity and operational performance.

3.5.1. Required System Capabilities

· Real-time or near-real-time entry of fare inspections, verification results, and rider interactions.

· Tracking of invalid fares, warnings issued, recurring fare issues, and inspection refusals.

· Ability to capture qualitative notes and incident narratives.

· Secure data storage and role-based access.

3.5.2. Geolocation & Time Verification

· Location-tagged entries to validate coverage.

· Time-stamped logs for auditing.

· Supervisor tools for reviewing daily coverage compliance.

3.5.3. Reporting Deliverables

The Contractor shall provide:

· Daily activity summaries documenting inspections and observations.

· Monthly KPI reports covering inspection totals, compliance rates, fare-related issues, and deployment coverage.

· Quarterly performance evaluations summarizing trends and operational insights.

· Incident reports submitted to CATS within 24 hours.

· Evaluation with recommendations.

3.6. Staffing, Training & Management.

3.6.1. Recruitment & Screening

The Contractor shall:

· Recruit and hire personnel capable of performing fare inspections with professionalism.

· Conduct background and security checks in accordance with City of Charlotte requirements.

· Criminal history checks

· Employment verification

· Education verification

· Motor Vehicle Record (MVR) review

· Drug screening

3.6.2. Training Requirements

Training must include:

· Fare inspection protocols and proof-of-payment procedures.

· Correct use of CATS fare validation devices and digital reporting tools.

· De-escalation and conflict avoidance.

· ADA awareness and inclusive communication.

· Emergency response procedures and radio communication.

· Customer service fundamentals.

· Ongoing refresher training every two weeks or as directed by CATS.

3.7. Education, Training, and Initial Joint Operations.

3.7.1. Pre-Deployment Rider Education

Before program launch, the Contractor shall support CATS in informing riders about:

· Fare inspection requirements.

· Introduction of Fare Inspection Ambassadors.

· Program goals and operational expectations.

3.7.2. First 30 Days: Joint Operations With CATS Staff

For the first 30 days of field operations, Fare Inspection Ambassadors shall be deployed side-by-side with CATS staff. During this period, Ambassadors shall:

· Conduct inspections only when working jointly with CATS staff.

· Reinforce proper inspection protocols under supervised conditions.

· Provide clear rider education on fare requirements with CATS staff present.

· Gain operational familiarity with rider behavior and safety considerations.

· Reinforce appropriate response procedures for escalated interactions.

3.7.3. Continuing Rider Education

Throughout the 30-day joint-operations period, Ambassadors shall:

· Deliver consistent messaging about fare expectations.

· Provide guidance on fare purchasing.

· Answer rider questions.

· Document recurring issues for communication refinement.

3.7.4. Transition to Independent Fare Inspection Operations

Upon completion of the 30-day joint-deployment period, and after CATS determines readiness, Ambassadors shall assume full fare inspection duties independently.

3.8. Uniforms & Equipment.

The Contractor shall:

· Provide highly visible uniforms consistent with CATS guidelines.

· Supply all field equipment including mobile devices and communication tools.

· Ensure equipment remains functional and in good repair.

3.9. Program Implementation Timeline.

The Contractor shall complete a 45–60-day implementation period which will apply specifically to the Phase 1 launch on the Blue Line. Additional implementation timelines for Bus operations and the Gold Line will be developed by the Contractor as part of the phased expansion planning process:

· Hiring and background checks.

· Training and certification.

· Equipment procurement and testing.

· Deployment planning and dry-run operations.

· Weekly implementation updates.

3.9.1. Phased Expansion of Services

The Contractor shall implement a structured phased approach to expanding Fare Inspection Ambassador services across all CATS modes of transit. This phased approach ensures consistent deployment, operational readiness, and alignment with CATS service goals.

Phase 1 – Blue Line (Program Launch) The Blue Line will be the primary focus during the launch of the Fare Inspection Ambassador Program. All duties performed by Ambassadors, including fare inspections, customer engagement, documentation, safety practices, and uniformed presence, will set the operational standard for the program.

Phase 2 – Bus Operations Expansion Plan The Contractor shall develop a comprehensive implementation plan for Bus operations. This plan shall include staffing requirements, deployment strategies, operational protocols, safety practices, and integration with Bus Operations leadership. The plan must be submitted to CATS for review and approval before deployment.

Phase 3 – Gold Line Implementation Plan The Contractor shall develop an implementation plan for the Gold Line. All duties, responsibilities, and service expectations on the Gold Line shall mirror those performed on the Blue Line, including fare inspections, rider engagement, safety protocols, and reporting requirements. The plan must address streetcar-specific operational factors and propose a timeline for full implementation

3.10. Performance Standards & KPIs.

The Contractor shall meet or exceed performance targets including:

· Inspection volumes and zone coverage.

· Professional rider interactions.

· Reduction in fare evasion.

· Accurate and timely reporting.

· Compliance with safety protocols.

· Reliable staffing and attendance.

3.11. Deliverables.

· Daily activity logs.

· Monthly KPI dashboards.

· Quarterly performance summaries.

· Digital incident reports.

· Staffing and deployment summaries.

· Improvement recommendations.

3.12. Compliance Requirements.

The Contractor must comply with:

· All CATS fare enforcement and inspection standards.

· City of Charlotte procurement and contract requirements.

· ADA accessibility requirements.

· All applicable federal, state, and local regulations.

3.13. Proposal Evaluation & Scoring Criteria

CATS will evaluate all proposals using the criteria below. The intent of this procurement is to select a Contractor with demonstrated experience in customer-service–focused, non-law-enforcement engagement consistent with the Ambassador model.

· Program Approach & Understanding (20%) – Alignment with non-escalatory, customer focused fare enforcement operations.

· Staffing, Training & Management Plan (20%) – Quality of recruitment, training, supervision, and hospitality‑oriented personnel.

· Experience with Similar Programs (30%) – Demonstrated experience operating ambassador style programs using civilian, non‑security staff.

· Data Collection & Reporting Capabilities (15%) – Strength of reporting tools and accuracy of operational data.

· Cost Proposal (10%) – Reasonableness and transparency of pricing.

· Acceptance of the Terms of the Contract (5%) - The City will evaluate the Proposals for compliance with the terms, conditions, requirements, and specifications stated in this RFP including the sample contract language provided

· Proposals should not include any security officers, armed personnel, enforcement-style approaches, or policing functions. Security services personnel or security services will not be considered.

Section 3 Scope of Services

4. Proposal CONTENT AND format.

The City desires all Proposals to be identical in format in order to facilitate comparison. While the City’s format may represent departure from the Company’s preference, the City requires strict adherence to the format. All Forms and Questionnaires shall be found and submitted in the City’s Procurement Portal. The Proposal shall be submitted in the format described below:

A. Cover letter;

B. Program Approach and Understanding;

C. Staffing, Training, and Management Plan;

D. Experience with Similar Programs;

E. Data Collection and Reporting Capabilities;

F. Cost Proposal;

G. Required Forms;

· The “Proposal Submission” Form;

· The “Addenda Receipt Confirmation” Form;

· The “Exceptions” Form;

· The “Pricing Sheet” Form;

· The “References” Form;

· The “Certification Regarding Debarment, Suspension and Other Responsibility Matters” Form;

· The “Byrd Anti-Lobbying Certification” Form;

· The “DBE Program List of Subcontractors/Suppliers” Form A;

· The “Company’s Background Response” Questionnaire;

H. Acknowledgements; and I. Exceptions to the Remainder of the RFP, including the Sample Contract.

4.1. Proposal Content.

4.1.1. Cover Letter.

The Proposal must include a letter of transmittal attesting to its accuracy, signed by an individual authorized to execute binding legal documents. The cover letter shall provide the name, address, telephone and facsimile numbers of the Company along with the name, title, address, email address, and telephone numbers of the executive that has the authority to contract with the City. The cover letter shall present the Company's understanding of the Project and a summary of the approach to perform the Services.

4.1.2. Program Approach and Understanding.

Alignment with non-escalatory, customer focused fare enforcement operations.

4.1.3. Staffing, Training, and Management Plan.

Quality of recruitment, training, supervision, and hospitality‑oriented personnel.

4.1.4. Experience with Similar Programs.

Demonstrated experience operating ambassador style programs using civilian, non‑security staff.

4.1.5. Data Collection and Reporting Capabilities.

Strength of reporting tools and accuracy of operational data.

4.1.6. Cost Proposal.

As part of the cost proposal, Company’s should outline the following:

· Identify all staff positions by person and fully loaded rates with all direct salaries and general overhead in the Required Forms Pricing Sheet.

· Identify the rates/unit cost of services outlined in the Scope of Services in Section 3 of this RFP.

4.1.7. Proposed Solution.

Given the purpose of this Project and the City's goals as stated in this RFP, provide a creative solution to meet such goals. For each component of the Project described in Section 3, state whether and how your Proposed Solution complies as well as any additional information requested. If you wish to add supplemental information, it shall be labeled “Supplemental Information.”

4.1.8. Required Forms.

To be deemed responsive to this RFP, Companies must complete all Proposal Forms listed in the Requested Information section on the Procurement Portal

4.1.9. Acknowledgements.

To be deemed responsive to this RFP, Companies must complete all Acknowledgements listed in the Requested Information section on the Procurement Portal.

4.1.10. Exceptions to the RFP.

Companies must review Section 1.6.16 for an overview of Exceptions to the RFP. If you elect to take Exceptions to the RFP, including the Sample Contract, then you must upload a redlined version under the Acknowledgement Section in the Procurement Portal. If exceptions are not identified by way of an uploaded redline version, then they may not be considered during Contract negotiation and could result in Proposal being rejected from further consideration.

Section 4 Proposal Format

5. proposal evaluation criteria.

Proposals will be evaluated based on the Company's ability to meet the…