2-Exhibit A, D1, D2, D3.docx

Exhibit A - UTA On Demand Microtransit and Other Innovative Mobility Services Scope of Work A. CONTINUING SERVICE: TRANSPORATION AS A SERVICE (TaaS) ON-DEMAND AND MICROTRANSIT The Contractor must plan, design, operate, and continuously improve on-demand and microtransit services utilizing TaaS models and other on-demand services as determined by UTA to support UTA’s Five-Year Service Plan. TaaS solutions must include a full turn-key solution which supports all aspects of a services including, but not limited to, contractor provided technology solutions (mobile app called UTA On Demand App), vehicles, vehicle maintenance and cleaning, drivers, and customer service capabilities. A service may be implemented as a pilot for testing concepts and various aspects of the service.

The Contractor must provide the following services as part of a TaaS solution.

1. Personnel The Contractor must provide all necessary personnel, including but not limited to, drivers, mechanics, administrative, customer service agents, service managers, and others to successfully operate a TaaS service and that meet the requirements itemized below.

· The Contractor must provide qualified drivers with good customer service skills, who are experienced in serving people with disabilities whether or not they use mobility devices, and who are trained as required by law for safe vehicle operations. The Contractor’s qualified and trained drivers must instill in customers confidence in the quality and safety of the service.

· The Contractor must establish minimum standards and driver qualification requirements.

· The Contractor must conduct a Utah Bureau of Criminal Identification (BCI) background check on all drivers, who must pass such check prior to their performing work on UTA contract services.

· The Contractor must implement a comprehensive drug and alcohol testing program for all drivers. This program must cover recruitment, hiring, and ongoing employment, ensuring full compliance with all applicable Federal Transit Administration (FTA) requirements. Key elements include but are not limited to adoption of clear policies and procedures, mandatory training for relevant personnel, regular random drug and alcohol testing, post-incident/accident drug and alcohol testing, and reasonable suspicion drug and alcohol testing. The Contractor is solely responsible for the independent implementation and management of its drug and alcohol program.

· UTA requires the ability to contact appropriate Contractor personnel regarding the drug and alcohol program. The Contractor must identify a Designated Employer Representative (DER) and/or a Drug & Alcohol Program Manager (DAPM) for effective communication and service oversight.[footnoteRef:2] [2: Transportation Network Company (TNC) operators are to be included in the drug and alcohol testing program only to the extent specifically required by FTA regulations, consistent with the Taxicab Exemption.

· The Contractor must provide all technical training and support required for the provision of service that meets the requirements and standards of this contract, as well as any training required by UTA, and state and federal laws and regulations.

· The Contractor may provide some services with subcontractors. E.g., maintenance contracts. Such subcontractors and their qualifications must be included in this proposal, except that a subcontractor may be proposed during the contract term for UTA review and approval consistent with the section governing Addition of Subcontractors.

· The Contractor agrees to provide sufficient access to UTA and its contractors to inspect and audit records and information related to performance of the Contract as reasonably may be required.

2. Vehicles The Contractor must provide all vehicles that are necessary to perform the requirements of this contract, such vehicles must meet all legal requirements, including but not limited to registration and emission inspections.

· The Contractor must be able to supply vehicles with specific fuel requirements as specified for each service order by UTA, including gasoline fueled vehicles, hybrid vehicles, and electric vehicles.

· Contractor must provide vehicles that meet ridership demand, service parameters, and that perform safely in weather conditions common to the Wasatch Front Region.

· The Contractor must be able to increase or reduce the number of vehicles to perform contract services as UTA determines requirements to meet changes in service demand or expansion. UTA will provide reasonable notice of such changes whenever possible.

· The Contractor must be able to temporarily shift vehicles across zones as needed to balance supply.

· All vehicles dedicated exclusively to UTA’s services must be Americans with Disabilities Act (ADA) compliant wheelchair accessible vehicles (WAV).

· The Contractor is solely responsible for the maintenance of the service vehicles. Contractor must maintain service vehicles in a state of good repair that enables contractor to provide highly reliable service.

· The Contractor must regularly clean the vehicles to provide a pleasant environment for customers that is free of offensive odors and substances.

· The Contractor must register all permanent vehicles in Utah, pay Utah state registration fees, and affix Utah plates.

· As needed, the Contractor to provide enhanced cleaning procedures to ensure customer health and safety (e.g., support COVID-19 cleaning, and safety protocols as recommended by the Centers for Disease Control and Prevention (CDC).

3. Parking / Vehicle Storage Facilities UTA will collaborate with the Contractor to identify appropriate parking lots or vehicle storage locations which UTA may own or lease for contractors use for this contract. In the event UTA and the Contractor are unable to identify an appropriate UTA controlled vehicle storage location, the Contractor will have sole responsibility to identify and lease or otherwise obtain use of an appropriate vehicle storage facility.

4. Fuel

· The Contractor must include fuel costs in any TaaS pricing models.

· The Contractor must provide all fuel and charge the cost of fuel to UTA as a passthrough cost.

· The Contractor must report on fuel purchase and use by zone to enable National Transit Database (NTD) reporting and to fulfill UTA zone-specific billing requirements including but not limited to cost, gallons used, sales tax, and fuel spend without sales tax.

5. Electric Vehicle Charging If the Contractor operates a service under this contract using an electric vehicle or fleet, UTA will collaborate with the Contractor to identify appropriate vehicle charging locations.

Expense Responsibility: UTA is currently covering all electric vehicle charging costs because all designated charging locations utilize UTA-owned infrastructure. Contractors should not include electric charging expenses in their bids.

The responsibility for payment of electric vehicle charging expenses will be determined on a case-by-case basis for any charging that occurs outside of UTA's designated infrastructure.

6. Ride Booking Technologies The Contractor must provide a single customer-facing smartphone application (UTA On Demand Customer App) for a fully automated scheduling, dispatching and reserving demand responsive transit service as described in the section governing Software as a Service (SaaS) Solutions.

All TaaS solutions must be managed through the UTA On Demand App that integrates all service options. This platform must be connected to UTA’s preferred trip planner, Transit App, for trip discovery.

7. Customer Support Services The Contractor is required to develop and implement comprehensive Customer Support Services that provide to On Demand customers timely and effective information and actions such as may reasonably expected for the criticality and urgency of the services being provided. On Demand customers include IMZ clients such as Tooele County. The Contractor must provide Customer Support Services to respond to and to document customer feedback through a ticketing system. The Contractor must have a regular Customer Support Services Plan. The regular support plan must include:

· A critical issue escalation path and procedure for ad-hoc UTA support through the UTA Customer Service Department with processes for working with UTA for prompt and effective resolution when such coordination is required.

· A complaint resolution target timeline (e.g., 4 working days).

· Management of lost and found services.

· The ability to collect granular data regarding customer experience and satisfaction. This includes trend analysis of customer-provided quality ratings for the support they receive.

· The ability to audio record and review customer support calls.

· The Contractor must maintain ADA compliance and ability to communicate with, book on-demand, and pay for ride services for customers without a smartphone through telephone.

· The Contractor must provide customers access to the Contractor’s customer support services to book on-demand and to pay for ride services through telephone or web-based services for customers without a smartphone.

8. Insurance The Contractor shall maintain insurance for all contract services and provide proof of said insurance to UTA. Insurance requirements and types are described in Part 4 of this RFP.

9. Regulations and Compliance The Contractor is required to comply with all applicable state and federal laws and regulations, regardless of the allocation of federal funds, including but not limited to:

· FTA, Title VI, Americans with Disabilities Act (ADA) regulations, FTA Drug and Alcohol Testing, FTA Mechanical Failure reporting, Equal Employment Opportunity (EEO), NTD reporting (e.g., NTD S-10 report, ridership data report, etc.

· Any legal requirements for safely operating a transportation service in the State of Utah and Federal Transit Authority (FTA).

· Any FTA data requirements need to be fulfilled by the Contractor.

· Any additional relevant regulation or requirements from the FTA Contractor Manual, 2025 (e.g. FTA Safety Management System (SMS), NTD Safety & Security (SS40, SS50), Transit Asset Management (TAM), etc. as needed). In case of a manual update by FTA, the Contractor must be compliant with the current/latest adopted FTA guide/manual.

10. Operating Plans and Policies The Contractor is required to develop and implement all plans and policies that are necessary for the efficient and effective performance of this contract. Such plans and policies must be updated from time to time as changing conditions require and must be available for UTA review upon request.

The Contractor must develop and provide to UTA service implementation plans for all services provided. It will consist of the provider’s technical proposal and any additional information that may be needed to develop a complete and detailed scope of services, and any change orders, prior to the implementation of such services.

The Contractor must develop and provide to UTA:

· All standard operating procedures,

· Safety plans and procedures, and

· Service evaluation plans.

· Policies and procedures must include provisions necessary to transport minors traveling with or without an adult as per UTA policy.

11. Marketing and Communications UTA marketing personnel and marketing consultants will generally lead the creation of a marketing strategy and plan, customer acquisition plan, and any related marketing collateral. The Contractor shall collaborate in these efforts to ensure marketing material is on-brand, following best practices, and to share lessons learned from previous experience.

UTA brand will be the default brand for the contract services and related vehicles, equipment, and other materials. UTA will consider proposals for a co-branded service or other branding and must approve any such proposals before implementation.

B. CONTINUING SERVICE: SOFTWARE AS A SERVICE (SaaS) SOLUTIONS The Contractor must provide SaaS solutions including software, technologies, UTA On Demand App, mobile app solutions, UTA service support, and customer support services for TaaS solutions as described including on-demand and microtransit services, TNC operations, shuttles, and seat reservation services, and other services detailed in this Scope of Work.

The customer facing technologies must be limited to a single app, except where UTA has explicitly approved an exception in writing, to provide a unified transportation system and experience which is simple and easy to use for the customer. The Contractor provided customer facing technology solution will be called the “UTA On Demand App” within this scope of services and associated contract. The Contractor must provide the itemized services as part of an integrated SaaS solution for UTA's contracted TaaS services, and not as stand-alone software.

The Contractor will also provide SaaS licenses for Tooele County's independent use of the on-demand software. The licenses will include additional services used only by Tooele County, including dispatching and scheduling.

In addition to the provision of the SaaS services, the Contractor must provide customers access to the Contractor’s customer support services to book on-demand and to pay for ride services through telephone or web-based services for customers without a smartphone.

The Contractor must provide the following services as part of a SaaS solution.

1. Transit App Integration The Contractor must design the UTA On Demand App in such a manner that ensures that the Transit App platform can clearly display the Contractor’s estimated trip cost and travel time to help customers make informed travel decisions. It is acceptable to use deep-linking from the Transit App, requiring the customer to download the native service app to request a ride and complete the booking process.

2. Ride Booking Technologies The Contractor must provide technologies with the following functionalities:

· A customer-facing smartphone application for a fully automated scheduling, dispatching, and reserving demand responsive transit service.

· ADA compliant prebooking services.

· A user-friendly concierge service interface for dispatchers to book a trip on behalf of a customer, or customers who do not have or do not choose to use a smart phone.

· Ability for caretakers to book a trip for select customers with disabilities, as determined by UTA.

· An intake system which is capable of effectively and reliably pooling customer pickups and dropoffs.

· Ability to integrate with UTA systems and applications.

· Ability to transport minors traveling with or without an adult as per UTA policy.

· Customer access to account and ride history (when utilizing a smartphone application).

· Customers and dispatchers can save favorite locations.

· Ability to “drop a pin” onto the desired location within the map during ride booking.

· Option for dispatchers to unassign rides from the ride plan.

· Ability for dispatchers to set recurring driver shifts, with the option to edit individual driver shifts within the series.

· Ability to prioritize real-time rides to or from train stations, park & ride lots, and other types of designated transit connections.

· Ability to view a satellite base map layer in the UTA On Demand app.

· Ability for dispatch to preschedule rides that take priority over real-time ride requests, e.g., for Non-Emergency Medical Transportation trips.

· Dispatchers need the ability to tag riders as requiring a WAV and match them to appropriate vehicles. This includes assigning vehicles with weight restriction tags to accommodate varying lift limitations across the fleet.

3. Trip Characteristics The following is a list of trip characteristics that UTA considers critical for a high-quality customer experience. These must be configurable as program and customer needs evolve and as the Contractor’s capacity and technology develops. The UTA On Demand App must allow for UTA and the Contractor to make adjustments to the trip characteristics on a case-by-case basis:

· Pooled rides of 1 or more passengers.

· Maximum wait time for pickup: e.g., 25 minutes.

· Average wait time for pickup: e.g., 15 minutes or less.

· Percentage of ride requests completed: e.g., 80% or higher.

· Maximum trip distance allowed: e.g., 5 miles

· Average walk distance to stop: e.g., 0.10 miles.

· Maximum walk distance to stop: e.g., 0.25 miles.

· Maximum total trip time from boarding to alighting: e.g., Customer experience is an acceptable alternative to driving a personal vehicle.

· Ability to broker selective or overflow ride requests to a TNC or taxi contractor partner: e.g., For trips that would take too long, to manage surge requests during peak hours, in order to maintain low average wait times, etc. (See additional details within this SaaS section.)

4. Driver Facing Technologies The Contractor must provide driver facing technologies with the following functionalities:

· Supports the operations of on-demand and advanced reservation services as described in this RFP.

· Drivers must have easy access to technology that supports exceptional customer service and safe driving.

· The Contractor must provide to UTA detailed specifications on driver app, safety technology (e.g., telematics or cameras), and other relevant driver-facing interfaces.

· Video cameras facing the driver and facing the road are required. Audio is optional. Footage is to be recorded per the Contractor’s policies. The Contractor shall provide UTA access to footage promptly on request to the extent consistent with applicable laws and the Contractor policy.

5. Routing The Contractor must provide routing technologies with the following functionalities:

· A dynamic routing algorithm able to combine trips and that generates pick-up and drop-off locations as well as vehicle routing.

· Ability to set parameters for either scheduled service points, virtual service points, or customer determined service points within a service area or zone.

· Ability to provide corner-to-corner service[footnoteRef:3] for customers to obtain operational efficiencies (requiring customer to walk certain distances to meet a vehicle, to be determined by UTA). [3: A mobility service that picks up and drops off riders at nearby, predetermined locations — or virtual stops — close to their pick-up and drop-off points.]

· Ability to provide curb-to-curb service[footnoteRef:4] from the nearest accessible building entrance for select customers with mobility difficulties, or for all customers (to be determined by UTA). [4: A mobility service that picks up and drops off riders at their curb or driveway.]

· Ability and requirement for the driver to add at pickup an additional rider for that booking (e.g., initial rider plus one friend the rider forgot to add making a total of two passengers at that pickup).

· Configurable maximum time added based on reroute to pick up passengers: e.g., Customer experience is not more than 5 minutes late from the quoted time.

· Ability to integrate with UTA systems or leading transportation trip planning apps such as Transit App, Google Maps, Apple Maps, etc.

· Attempt to collect clean address data when booking the ride through address validation (e.g., use USPS address verification).

· Ability to add passengers to a route in progress.

· Ability to continuously improve routing and mapping based on customer feedback, safety concerns, etc.

6. Passenger Pick Up The Contractor must provide service pickup that meets the following requirements:

· The Contractor must provide service that implements safety for all users of the transportation infrastructure, including motorized and non-motorized users, including bicyclists and pedestrians, in all passenger pick-up locations. (The Contractor must not pick up passengers in bike lanes or other areas that affect the safety of motorized and non-motorized users, including bicyclists or pedestrians).

· Configurable maximum driver wait time for passenger pickup: e.g., 2 minutes.

· Customers must be able to see pick-up location and trip routing via the UTA On Demand App

· If necessary, customers can communicate directly with driver to coordinate pickup by texting or calling the driver.

7. Passenger Drop Off The Contractor must provide service dropoff that meets the following requirements:

· The Contractor must provide service that implements safety for all users of the transportation infrastructure, including motorized and non-motorized users, including bicyclists and pedestrians, in all passenger drop-off locations. (The Contractor must not drop off passengers in bike lanes or other areas that affect the safety of motorized and non-motorized users, including bicyclists or pedestrians).

· Customers to see drop-off location and trip routing via smartphone app.

8. Fare Payment The Contractor’s fare payment app and policies must comply with the following requirements:

· The system must accept a variety of payment methods, including paper tickets that transfer to other UTA services, credit/debit cards, and electronic fares.

· Ability to provide promotional fares and specific customer discounts, such as a reduced rate for seniors.

· The system must allow an ADA Personal Care Attendant (PCA) to travel for free.

· All payments must be verified either within the booking app, or through a physical ticket (e.g., paper transfer slips). UTA’s current mobile ticket is a digital flash pass and will become an electronic, re-loadable virtual card in the future.

· The app must include a way for customers without credit or debit cards to pay.

· The Contractor must be PCI compliant for all credit card services. See Appendix B: PCI Compliance for details.

· All fare revenue must be given to UTA. The process for collecting this revenue must be auditable, with a certified flow of funds. UTA needs the ability to reconcile and report on all transactions and deposits.

· Customers must be able to remove unwanted, stored payment methods, such as an expired credit card, on their own.

· The Contractor's system must integrate seamlessly with UTA's existing electronic fare payment technology, including the UTA FAREPAY smart card and mobile ticketing app. This integration must use an API to verify fare media before each booking. Media information (taps) should be transferable to other UTA services, with UTA's back-office handling fare calculation, transfer rules and credits. UTA will provide the necessary API documentation upon request.

· The system must be able to integrate with UTA’s evolving fare payment systems and third-party software providers.

· Customers must be able to add and pay for additional passengers traveling with them in the same booking. This may require splitting payments.

9. TNC Integration for Overflow Trip Brokering The Contractor’s UTA On Demand App must support seamless integration with third-party Transportation Network Company (TNC) services (e.g., Uber, Lyft) for trip fulfillment in designated service zones or during periods of overflow when dedicated-fleet vehicles are unavailable. The platform shall be capable of brokering, dispatching, and tracking TNC rides. Integration must preserve a consistent user experience, including fare visibility, fare payment, revenue collection, trip status updates, and customer support handoff.

The brokering fee, if charged by the Contractor for facilitating third-party TNC rides, shall be reasonable, conforming to industry standards and correspond to actual costs of the services being provided.

10. Selective Trip Brokering TaaS solutions must be configurable to redirect a percentage of ride requests and bookings from microtransit to non-dedicated, revenue rides (e.g., TNCs) as desired by UTA. This percentage will be determined by UTA based on parameters such as peak hours, high demand, longer trips, and after-hours service. The goal is to optimize service by lowering the average cost per ride and increasing the total number of rides, while maintaining a consistent customer experience.

11. Optional Future Administrator Capabilities The Contractor is required to provide SaaS functionality in the services provided to Tooele County for use by the administrators of its services. The Contractor is required to work as directed by UTA to develop the following functionality in the services provided to Tooele County for use by the Administrator:

· Ride Rescheduling: Tooele County Administrator (“Administrator”) functionality to select the location and time to reschedule a ride during a shift.

· Extended Ride Time: Administrator functionality to vary ride parameters to reasonably keep riders in the van longer than the allotted time would enable grouping more riders together.

· Multiple Shifts for One Driver: Administrator functionality to create multiple shifts for a single driver on the same day, e.g., an unanticipated change in driver vehicle assignment or schedule.

· Payment Method Access: Administrator functionality for enhanced access to payment information, including the last four digits of a payment method, including UTA Electronic Cards and the ability to delete payment methods from user accounts.

· Ride History Filtering: Allow administrators to easily filter a customer's ride history so that Admins can sort through ride types, such as completed rides, canceled rides, or no-shows, without having to scroll through a long list of entries.

· Custom Break Locations: Administrator functionality for Administrator should be able to create specific locations where drivers can take breaks, including the option to name these breaks (e.g., “lunch” or “charge break”).

· Map Updates: Administrator functionality for timely and efficient addition of new roads to the map without a ticket for each request.

· Reporting Filters: Administrator functionality for improved automated filtering options (e.g., addresses, phone numbers) in reports to minimize the need for manual searches for commonly used information.

· Rider Account Notes: Administrator functionality to implement a note section on rider accounts would be beneficial.

· Edit Recurring Shifts: Administrator functionality to edit the entire series of a recurring driver shift, instead of only editing them individually or having to delete and recreate them, would enhance flexibility.

12. Optional Future Deep Link/App Clip Capability The Contractor shall ensure that their platform can support the development and deployment of App Clips (iOS) or Instant Apps (Android) that can be ingested by the Transit App third-party application. While immediate implementation is not required, the Contractor must have the technical capability to enable this feature if requested in the future.

The purpose of this capability is to:

· Allow riders to access booking, payment, and trip details through a lightweight, embedded experience without downloading a separate full application.

· Support seamless rider experience across multiple service zones and the Contractors in the event of a multi-vendor environment.

At minimum, the solution shall expose machine-readable service information (zones, service hours, availability) and support trip planning from origin to destination—including real-time pickup ETAs—and enable request/booking/payment via one of the following, in order of preference: (a) App Clip (iOS) and Instant App (Android) experiences that mirror core vendor app functionality; (b) web-based flow embedded or launched from the rider-facing platform; or (c) deep links to the vendor’s full app, website, or call center.

This capability is not required at contract award but must be demonstrably available during the initial contract term, upon UTA’s request, to ensure a unified rider experience across multiple vendors and zones.

To minimize lock-in and accelerate interoperability, the Contractor shall provide and maintain open, documented data feeds aligned with applicable standards, e.g., General On Demand Format Specification (lite) for on-demand services - covering service information, trip planning, fares/pricing, and real-time pickup ETAs. Where standards do not fully cover the required features, the Contractor shall furnish secure, well-documented APIs and collaborate with UTA and the rider-facing platform on cooperative integration. The Contractor shall supply a test/sandbox environment, support acceptance testing, and commit to ongoing maintenance of feeds/APIs and App Clip/Instant App flows for the duration of the contract, including updates necessitated by OS or platform changes.

The Contractor shall describe in their proposal:

· Current capabilities related to App Clips / Instant Apps or similar lightweight integrations.

· Any existing partnerships or integrations with trip planning or mobility aggregation platforms.

· A high-level approach and estimated timeline for enabling this functionality if requested in the future.

C. CONTINUING SERVICE: CONSULTING SUPPORT SERVICES

1. Service Contract Management and Consulting Support The Contractor must provide the following services upon request from UTA. Minor work to continuously improve existing services should be included in the base pricing. However, detailed or extensive modeling or planning work may be considered an additional scope and will be contracted as a separate service order based on the Contractor’s consulting hourly rates.

· On-demand and microtransit simulation.

· On-demand and microtransit planning and support (e.g., future IMZ service designs, planning studies, and co-presenting proposals with UTA to stakeholders).

· Contract management and support (e.g., drafting new service orders and agreement changes).

· Customer service support.

· Data analytics support.

· Marketing and communications services and support.

· Other support, as necessary.

D. DATA AND DATA MANAGEMENT

UTA will retain full ownership of all data generated through the service, ensuring complete control over its use for strategic planning and decision-making. Prior to service launch, specific data requirements—including formats, access protocols, and export capabilities—will be clearly defined. These requirements may be refined over time through the Continuous Improvement Process to support evolving analytical needs and ensure seamless data portability.

UTA must have unrestricted access to all data, data structures, and the Entity-Relationship Diagram (ERD) at no additional cost. To ensure consistent and accurate reporting, all data must be maintained using standardized fields and governed by a comprehensive data dictionary.

Data access should support flexible reporting and analytics and may be provided through one or more of the following methods:

· Direct database access with appropriate security controls.

· Secure API endpoints for automated data retrieval.

· Scheduled data exports in standard formats (e.g., CSV, JSON).

· Web-based dashboards or reporting platforms with customizable views.

All data access and reporting mechanisms must comply with relevant industry standards and regulatory requirements, including but not limited to:

· SOC 2 for data security, availability, and confidentiality.

· HIPAA for any health-related data.

· FERPA for educational data, if applicable.

· GDPR and CCPA for privacy and data protection, where relevant.

· These compliance standards must be upheld throughout the lifecycle of the service to ensure data integrity, privacy, and auditability.

· API Calls.

· Direct data download.

· Scheduled data download service.

The Contractor must provide all of the following services:

· An online reporting portal.

· Reporting should include reports that meets compliance reporting requirements.

· Dashboards.

· Auto-generated reporting capabilities.

Data shall be made available in a manner that protects user privacy. The vendor shall notify UTA and customers of any data breach, privacy violations, and/or other incidents within thirty (30) days of the event.

Required performance metrics, definitions, and time periods are found in Appendix C. This is a list of sample minimum requirements to ensure UTA can meet the necessary reporting obligations for various agencies.

A complete Data Dictionary must be provided. It should have the definitions of each variable reported.

E. POTENTIAL NEW SERVICES

1. Transportation as a Service (TaaS) Solutions – Transportation Network Company (TNC) On Demand Services

1.1 Operations

TNC Operations will allow UTA to test new and innovative transportation solutions by offering riders on-demand transit services through a Transportation-as-a-Service (TaaS) model. This service is designed to enhance transit operations and improve the customer experience by providing partially subsidized trips to passengers. Customers will be able to travel anywhere within a service area and to limited service points outside of the service area during specified service hours.

The goal is to deliver high-quality, flexible, and immediate transit solutions when and where demand is lower than the microtransit threshold (between 2-5 riders per vehicle per hour). Testing this type of TNC coverage is intended to strengthen the reliability and adaptability of UTA’s transit network in support of the agency’s Five-Year Service Plan.

1.2 Contractor Requirements

As part of the TaaS solution, the Contractor must provide the following capabilities:

· Ability to set days and hours of operation.

· Geographic service area restrictions.

· Budget control features, including a maximum per-ride subsidy amount (e.g., $10.00).

· Transit voucher issuance and management.

· Use of non-dedicated vehicles - provided that FTA-defined ADA-equivalent service is available.

· Rider payment of the standard UTA fare upfront.

· Ability to set subsidy limits on a per-person, per-trip basis, or by time window.

· Multiple options for program and voucher distribution.

· Data reporting capabilities: ridership data, NTD and other FTA mandated data, compliance data, etc. as needed.

· Compliance with all other applicable TaaS program requirements.

2. Transportation as a Service (TaaS) Solutions – Low Ridership Shuttles The Contractor must plan, design, operate, and continuously improve shuttle services serving low-ridership markets (under five riders per hour). These services are designed to serve low-demand areas, including outlying rural locations that are farther from UTA service garages and where operating fixed routes is challenging for UTA. They may also be piloted during low-demand times of day or on certain days of the week to assess potential interest from new customer markets. They may also be tested in areas where travel demand is highly structured—with consistent but often spread-out origins and destinations—and where ridership remains low, as measured by passengers per vehicle hour falling below UTA’s threshold for introducing bus service.

The contractor must provide the following services as part of a low-demand shuttle solution.

· Fixed routes with fixed shuttle stops.

· Consistent operating schedule.

· Scheduled timepoints or headways.

· Vehicles: Operating ADA compliant vehicles sized for specific shuttle route needs. Acceptable vehicle sizes and examples include small, medium (such as cutaways, minibuses, midi-buses, and up to 16-passenger vehicles), and full size.

· Complying with all applicable public transit regulations, including but not limited to FTA fixed-route ADA accessibility requirements—such as making internal and external stop announcements.

· UTA is open to hybrid shuttle service designs that also serve limited on demand requests. The Contractor may propose flexible solutions for low-ridership areas or times. This could include, but is not limited to, a hybrid service model that combines scheduled shuttles with an on-demand component.

These services are designed to complement existing UTA operations. Shuttle operations shall be delivered as a full turnkey solution, consistent with standards as outlined in this Scope. Specific shuttle services will be authorized under this contract with service orders.

The detailed requirements for these services are in the Appendix A: Transportation as a Service (TaaS) Solutions – Low Ridership Shuttles.

3. Transportation as a Service (TaaS) Solutions – Flexible Holiday Service

3.1 Operations

This service is designed to enhance transit operations and improve the customer experience by providing both fully and partially subsidized trips to passengers. Rides will connect passengers to and from designated train stations, serving as a substitute for essential trips on holidays when train service is unavailable. At present, this includes Thanksgiving Day and Christmas Day. Testing this type of holiday coverage is intended to strengthen the reliability and adaptability of UTA’s transit network in support of the agency’s Five-Year Service Plan.

3.2 Contractor Requirements

As part of the TaaS solution, the Contractor must provide the following capabilities:

· Geographic service area restrictions.

· Budget control features, including automatic voucher expiration upon reaching budget limits.

· Transit voucher issuance and management.

· Use of non-dedicated TNC vehicles, dedicated microtransit vehicles, or a combination - provided that ADA-equivalent service is available.

· Rider payment of the standard UTA fare upfront.

· Ability to set subsidy limits on a per-person, per-trip basis, or by time window.

· Multiple options for program and voucher distribution.

· Data reporting capabilities.

· Compliance with all other applicable TaaS program requirements.

4. Software as a Service (SaaS) Reservation-based Boarding Systems

· The Contractor shall provide a reservation-based boarding system for transit services—such as ski season, holiday, or special event routes—enabling customers to reserve and prepay for a seat up to [a set number of] days in advance. The reservation system should include the following capabilities:

· Prepaid Ticketing: All reserved rides can be prepaid at the time of booking through an integrated digital platform (e.g., mobile app, web portal). Walk-on passengers may be allowed if capacity permits.

· Digital Ticket Verification: Drivers shall verify passenger eligibility for boarding via visual inspection of a digital ticket or QR code displayed on a mobile device. Scanning technology is preferred but not required.

· Data Integration: Required data (such as actual ridership data) must be made available to UTA in an NTD compliant reporting structure.

· The system should be capable of issuing unique reservations tied to specific trip times and should include backend reporting for no-shows, usage patterns, and capacity management.

· App Integration: The customer-facing reservation system should take place within a dedicated mobile app interface. The reservation system may be either:

· 1. in a shared application with other UTA On Demand services (preferred)

· 2. a separate, stand-alone mobile application

F. CONTINUOUS IMPROVEMENT PROCESS

The Contractor will work with UTA to develop lessons learned and other potential improvements from customer, UTA, employee, and other stakeholder feedback that will improve the safety and/or quality of the service in a Continuous Improvement Process (CIP). The Contractor must work with UTA to implement such improvements as soon as reasonably possible. The requirement to work with UTA on continuous improvement does not change the Contractor’s obligation to mitigate hazards or critical service defects immediately. Nor does the requirement to work with UTA on a formal continuous improvement process change the Contractor’s obligation to continuously improve its services in general as a responsible service provider does. In addition to compliance with all applicable laws and regulations, the Contractor will work with UTA to advance access to opportunities and improve transportation equity by continually reviewing service delivery, ridership, and community feedback.

1. Continuous Improvement Process Procedures The Contractor must comply with the continuous improvement process requirements as specified in the service implementation plan, service order scope of services, and listed below:

· Quarterly continuous improvement process meetings with UTA to optimize safety and service quality.

· Documentation of metrics specified by UTA in the service order scope.

· Accident and incident reports, root cause analysis, and corrective/preventive action plans to focus on continuous improvement of safety.

· Documentation of on-time performance and root cause analysis and corrective/preventive action plans to optimize service quality.

· Documentation of customer, employee, and other feedback.

· Develop additional metrics that support the evaluation of service.

2. Change Management The Contractor must develop procedures and practices to enable the Contractor to adapt and train personnel regarding future changes or requirements by the State of Utah, Federal Transit Administration, Center for Disease Control and Prevention, etc.

3. Continuous Improvement Opportunities As the service evolves, UTA may desire to explore additional features including but not limited to:

· Ability to accommodate child seats, strollers, service animals, bicycles, winter sport equipment, other passenger cargo, etc.

· Electric and hybrid vehicle fleets.

· Automated vehicles.

· Other features to be determined as guided by UTA and Contractor recommendations and customer feedback.

4. Performance Management If UTA reasonably determines that the Contractor’s performance in one or more aspects of this scope of service is or will become defective, the Contractor must provide a detailed plan and schedule, including metrics and reporting, for correction of such service defects in a Performance Recovery Plan (RCP). The detail in and schedule for submittal of this RCP will be prescribed by UTA and will be reasonable and proportionate to the urgency and criticality of the performance defect or defects. UTA will provide reasonable comments on the RCP which Contractor will incorporate in the RCP. The Contractor will implement the approved RCP as amended in accordance with the schedule within it.

This performance management process may be required in coordination with or independent of any contractual provisions related to breach of contract or similar issues.

G. FUTURE OPPORTUNITIES

As future service needs have not yet been determined, it is not possible at this time to define a scope of work for future opportunities or service orders. The Contractors should anticipate that UTA may identify new needs over the course of the contract term that require additional scoping and cost estimation.

When such needs arise, the Contractor and UTA will collaborate to develop a new Scope of Work Agreement, which will govern the delivery of additional service orders beyond the base IMZ services. Any additions to the Scope of Work will be added to the contract by Change Order.

1. Optional Innovative Services UTA is exploring the possibility of implementing innovative transportation services under this contract, which may include but are not limited to:

· Vanpool Solutions – Implementation of seat reservation app, operating applications and route planning tools.

· ADA Paratransit–Microtransit Co-Mingling – Integration of services to improve efficiency and customer experience.

· Micromobility Options – Deployment of bike share systems and active transportation solutions.

· Automated Shuttles / Driverless Vehicles – Pilots or operational models involving autonomous vehicle technologies.

Note: These Optional Services are provided for informational purposes only and will not be scored during the proposal evaluation process. However, if the Contractor has relevant experience, capabilities, or partnerships in any of these areas, UTA encourages inclusion of that information in the Technical Proposal.

UTA is committed to enhancing mobility and expanding service flexibility throughout its network. The Authority values the experience and innovation of its Contractors and seeks to establish a collaborative partnership in exploring these future opportunities.

Exhibit D1 - Sample Service Order 1 for Standard Microtransit

EXAMPLE

SERVICE ORDER 1 FOR STANDARD MICROTRANSIT

FOR: South Davis County, Southern Salt Lake County, and West Provo-Orem Deployments

UNDER THE UTA ON DEMAND MICROTRANSIT AND OTHER INNOVATIVE MOBILITY SERVICES

MASTER SERVICE AGREEMENT

CONTRACT 25093978xPP

1. Purpose On January 1, 2026, the Contractor’s (“Contractor”) and the Utah Transit Authority (“UTA” or “Customer”), hereinafter collectively referred to as the “Parties,” entered into an agreement entitled On-Demand Technologies and Innovative Mobility Services (the “MSA”). On (Date) TBD ___________, the Parties entered into Service Order No. (TBD)____ (as amended up to the date hereof, the “Service Order No. TBD”), under the MSA to collaborate on the UTA On Demand Deployment in South Davis, Southern Salt Lake County, and West Provo-Orem (“South Davis Deployment,”), (“South Salt Lake County Deployment”) and/or (“West Provo-Orem Deployment”). On Date: (TBD) _______ the Parties also entered into Service Order No. TBD (as amended up to the date hereof, the “Service Order No.”), under the MSA to collaborate on UTA’s demand response transit service in South Davis County, Utah (the “South Davis County Deployment” and, together with the Salt Lake County Deployment, the “Deployment”).

The terms and conditions contained in the MSA apply to this and all other Service Orders issued thereunder. The terms and conditions of this Service Order take precedence in case of conflict.

The Contractor will provide UTA with technology and technology-enabled integration services (the “Services”), acting as a broker coordinating the services of third-party service providers to effectuate the Deployment. The Contractor will contract with third party service providers to effectuate such integration, including with fleet managers, vehicle suppliers, driver partners, background check providers, customer service support agencies, a payment processor and insurance brokers and underwriters. The Contractor’s Services will include:

· A Transportation as a Service (TaaS) microtransit solution as defined within the MSA;

· Localization of a proprietary cloud-based dynamic vehicle routing and real-time passenger aggregation system;

· Access to the Contractor’s mobile rider application (iOS and Android) for individuals using UTA’s service (“Riders”) to book and pay for rides through a smartphone;

· Access to booking via a dedicated phone line for Riders who do not have access to a smartphone;

· Access to the Contractor’s mobile driver application for drivers to route and service rides through a smartphone or tablet;

· Establish relationship with vehicle rental company (“Vehicle Partner”) to provide access to vehicles on a rental basis to independent contractor driver partners (“Driver Partners”) who shall provide transportation services;

· Accompanying technical and operational support service;

· Marketing and outreach initiatives as described herein.

· Data sharing and reporting as described herein.

Conflicts between this Service Order and any other terms and conditions or written agreements between the Parties, including the MSA, shall be resolved in favor of this Service Order. All Service Orders are contingent on annual budget approval.

2. Lauch Date and Duration This Service Order shall enter into effect on January 1, 2027. The duration of the Service Order for Deployment shall last for a period of 36 (thirty-six) months, until December 31, 2029, inclusive, following the Effective Date (the “Initial Term”), subject to year-by-year extensions based on mutual agreement of the Parties. The MSA contains two additional one-year options beyond the initial 3-year base period which may be exercised in the sole discretion of UTA. This Service Order will terminate automatically upon expiration of the MSA.

3. Service Parameters Deployment Service Areas are contained in Appendix A and incorporated herein.

Deployment Parameters are contained in Appendix B and incorporated herein.

Service Fees are contained in Appendix C and incorporated herein.

Service Goas and Objectives are contained in Appendix D and incorporated herein.

3.1 Platform Service

Platform Service: Pursuant to the MSA, the Contractor will provide access to a platform service (the “Platform”) through which Riders will be able to book and pay for rides on a shared and on-demand basis and dedicated vehicles will be offered by the Vehicle Partner to Driver Partners on a rental basis.

3.2 Rider Fares

Rider Fares: Rider fares and rider fare discounts will be set by UTA. During the duration of the Deployment, discounted and promotional rider fares may be implemented upon mutual agreement between the Parties.

3.3 Fare Revenue

Fare Revenue: UTA shall work with the Contractor’s account throughout the Deployment and shall collect and own all revenue from service fares (“farebox revenue”), net of Contractor’s service fees, in the account.

3.4 Payments

Payments: The Contractor will ensure acceptance of Rider payment through the Rider app via credit cards, Apple Pay, Google Pay, pre-paid debit cards, FAREPAY cards, and all electronic pass cards accepted by UTA. Riders may also book trips using a “paper ticket” payment method and will be permitted to ride if the Driver Partner serving that Rider’s trip deems the paper ticket valid. The Contractor will also provide a concierge booking service for Riders without smartphones. The concierge service will include a customer payment option which meets Payment Card Industry Data Security Standards (PCI DSS).

3.5 Parking

Parking: UTA shall identify and make available a UTA facility, depot, or parking lot (“Depot/Lot”) with ample overnight parking for the Vehicle Fleet. The Depot/Lot must be in a safe and lighted area inside the boundaries of the service zone and may be owned by UTA or by a UTA partner. Such parking shall not interfere with, nor disrupt, UTA or UTA partner operations. Routine Vehicle Fleet cleaning may be performed at the Depot/Lot and no vehicle maintenance will be performed at the Depot/Lot that would otherwise require mechanical services.