26_002 RFP responses.pdf
PDF 174 KB Posted
- Attached to
- Public Transit3rd Party Transportation Operator
- Solicitation number
- PE-64800-NONST-2026-000000062
- Issued by
- Douglas County, Georgia
About this file
This document is an RFP responses file detailing responses to questions regarding a County transportation service contract. The County operates fixed route bus service and paratransit services with operations centered at the MMTC (Mobility Management Transportation Center). Fixed route service operates Monday through Friday from 6:00 AM to 7:57 PM and Saturday from 7:00 AM to 7:57 PM, with no service on six federal holidays. The service utilizes a fleet of 14 fixed route vehicles, including 4 designated spares consisting of 2019 StarTrans buses in good condition and 2025 StarCraft buses in excellent condition, with mileage ranging from 7,205 to 190,123 miles. The current staffing structure includes 53 full-time equivalent positions distributed across management, operations, dispatch, and driving roles, with 27 full-time and 23 part-time operators. Multiple fixed routes operate with varying schedules and deadhead times, with paratransit deadhead typically under 75 miles daily.
The County's transportation service has experienced increasing claims frequency, rising from 1 claim in 2022 to 8 claims in 2025, with accident data showing 15 accidents in 2025, 13 in 2024, and 4 in 2023. On-time performance declined slightly from 89% in 2024 to 87% in 2025. The call center handles approximately 1,238 total trips monthly, with primary trip generators being dialysis (308 trips), medical (276 trips), and personal services, followed by employment-related trips. Call center volume metrics from October through December indicate average call answer speeds of six seconds and average call duration of approximately 1.5 minutes, with missed call rates ranging from 26 to 37 monthly. The County operates with a $5,000 deductible limit per incident and has not previously assessed liquidated damages, though these will be negotiated in the resulting contract. Wage rates, benefits, turnover policies, and related employment information are managed and controlled by the third-party operator.
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Q24. Can the County provide a current employee roster associated with this service, including position titles, wage rates, seniority information, a summary of benefits offered, historical driver and staff turnover rates, and applicable overtime policies and rates?
Wage rates, seniority, benefits turnover rates and overtime policies and rates is all information that is controlled and managed by the third party operator.
Q28. Can the County provide safety incident and accident data for the past three years related to this service?
Accidents
2025 – 15
2024 – 13
2023 – 04
Incidents
2025 – 7
2024 – 6
2023 – 8
Position FTE / PTE General Mgr / Program Mgr 1
Operations Mgr 1 Paratransit Supervisor 1
AM Fixed Route Road Sup 2 PM Fixed Route Road Sup 2
AM Scheduling, Dispatch, Customer Svc 2 PM Scheduling, Dispatch, Customer Svc 2
FT Operators 27 PT Operators 23
53. Please provide scheduled pull-out and pull-in times by route and day type, including any deadhead assumptions used by the County.
10 Mon - Fr 20 Mon - Fr Depart MMTC Return to MMTC Depart MMTC Return to MMTC
6:00 6:55 0:55 6:00 6:55 0:55 7:00 7:56 0:56 7:00 7:56 0:56 8:00 8:57 0:57 8:00 8:55 0:55 8:59 9:57 0:58 9:00 9:55 0:55 9:59 10:58 0:59 10:00 10:55 0:55
10:59 11:59 1:00 11:00 11:55 0:55 11:59 12:45 0:46 12:00 12:45 0:45 13:00 14:01 1:01 13:00 13:55 0:55 14:11 15:05 0:54 14:00 14:55 0:55 15:06 16:00 0:54 15:00 15:55 0:55 16:00 16:54 0:54 16:00 16:55 0:55 17:00 17:54 0:54 17:00 17:55 0:55 18:00 18:54 0:54 18:00 18:55 0:55 19:00 19:54 0:54 19:00 19:55 0:55
12:56 12:41
10 Sat 20 Sat Depart MMTC Return to MMTC Depart MMTC Return to MMTC
7:00 7:55 0:55 7:00 8:00 8:00 8:55 0:55 8:00 9:00 9:00 9:55 0:55 9:00 10:00
10:00 10:55 0:55 10:00 11:00 11:00 11:55 0:55 11:00 12:00 12:00 12:55 0:55 12:00 13:00 13:00 13:55 0:55 13:00 13:45 14:00 14:55 0:55 14:00 15:00 15:00 15:55 0:55 15:00 16:00 16:00 16:55 0:55 16:00 17:00 17:00 17:55 0:55 17:00 18:00 18:00 18:55 0:55 18:00 19:00 19:00 19:55 0:55 19:00 20:00
11:55
30 Mon - Fr 40S Mon - Fr
6:00 7:43 1:43 6:00 6:56 7:00 8:52 1:52 7:00 7:56 8:00 9:43 1:43 8:00 8:56 9:00 10:52 1:52 9:00 9:56
10:00 11:43 1:43 10:00 10:56 12:00 13:43 1:43 11:00 11:56 14:00 15:43 1:43 12:00 12:56 15:00 16:52 1:52 13:00 13:56 16:00 17:43 1:43 14:06 14:56 17:00 18:52 1:52 15:00 15:58 18:00 19:43 1:43 16:00 16:56
19:29 17:00 17:56 18:00 18:56 19:04 19:56
30 Sat 40S Sat Depart MMTC Return to MMTC Depart MMTC Return to MMTC
7:00 8:49 1:49 7:00 7:56 9:00 10:49 1:49 8:00 8:56
11:00 12:44 1:44 9:00 9:56 13:00 14:49 1:49 10:00 10:56 15:00 16:49 1:49 11:00 11:56 17:00 18:49 1:49 12:00 12:56 19:00 19:50 0:50 13:00 13:56
11:39 14:00 14:56 15:00 15:56 16:00 16:56 17:00 17:56 18:00 18:56 19:04 19:56
Fixed route buses generate very little deadhead. All routes begin and end at the MMTC.
Buses travel to the County Fleet department for repair, fuel and PM’s as needed and that is less than one from the MMTC. Paratransit deadhead varies per day but is typically less than 75 miles per day.
40F Mon - Fr 50 Mon - Fr
6:00 7:45 1:45 6:00 6:57 0:57 7:00 8:48 1:48 7:00 7:57 0:57 8:00 9:45 1:45 8:00 8:57 0:57 9:00 10:48 1:48 9:00 9:57 0:57
10:00 11:45 1:45 10:00 10:57 0:57 12:00 13:45 1:45 11:00 11:57 0:57 14:00 15:45 1:45 12:00 12:45 0:45 15:00 16:48 1:48 13:00 13:57 0:57 16:00 17:45 1:45 14:00 14:57 0:57 17:00 18:48 1:48 15:00 15:57 0:57 18:00 19:45 1:45 16:00 16:57 0:57
19:27 17:00 17:57 0:57 18:00 18:57 0:57 19:00 19:57 0:57
13:06 40F Sat 50 Sat
Depart MMTC Return to MMTC Depart MMTC Return to MMTC 7:00 8:47 1:47 7:00 7:57 0:57 9:00 10:47 1:47 8:00 8:57 0:57
11:00 12:45 1:45 9:00 9:57 0:57 13:00 14:47 1:47 10:00 10:57 0:57 15:00 16:47 1:47 11:00 11:57 0:57 17:00 18:47 1:47 12:00 12:57 0:57 19:00 19:48 0:48 13:00 13:45 0:45
11:28 14:00 14:57 0:57 15:00 15:57 0:57 16:00 16:57 0:57 17:00 17:57 0:57 18:00 18:57 0:57 19:00 19:57 0:57
12:09
Q54. Please provide the current span of fixed route service (operating hours) by day of week and note any seasonal schedules or planned outages.
We begin service at 6:00a Monday to Friday with the last bus returning to the MMTC at 7:57p. On Saturday we being service at 7:00a with he last bus returning to the MMTC at 7:57p.
We do not operate on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving or Christmas Day.
Q55. Please provide paratransit top trip generators and the approximate share of trips by origin/destination.
Top trip generator are Dialysis, medical and personal with employment close behind.
Q56. Please provide performance history for the last three years (or available period) for on-time performance, complaints, by service type.
OTP for 2025 87%
OTP for 2024 89%
Q60. Please provide recent call center volume metrics (last 3 – 6 months if available):
call volume by hour/day type, average speed of answer abandonment rate, and call types.
Dialysis Medical
308 276
308 276Total 165 218 225 46 1238
ADA Paratransit 165 218 225 46 1238
Education Employm ent Personal Shopping
Total
Trips
Month Call Presented Calls Answered
Missed
Calls
Avg
Speed of
Answer
Total
Talking
Duration
Avg
Talking duration
Oct 269 249 37 0:00:06 6:18:43 0:01:44
Nov 191 162 29 0:00:06 3:54:41 0:01:27
Dec 178 152 26 0:00:06 4:22:00 0:01:43
Q98. $5,000 deductible limit per incident and asks vendors to estimate annual deductible reimbursement costs. What is the county’s historical claims frequency to help vendors estimate this figure?
2022 – 1 Claim
2023 – 3 claims
2024 – 5 claims
2025 – 8 claims
Q106. How many of the 14 fixed route vehicles are designated as spares, and what are the makes, models, model years, mileage, and general condition of the fleet?
4 spares
313 2019 Star Trans Miles: 156,956 Good Condition
314 2019 Star Trans Miles: 141,338 Good Condition
315 2019 Star Trans Miles: 139,042 Good Condition
316 2019 Star Trans Miles: 190,123 Good Condition
301 2025 StarCraft Miles: 7,205 Excellent Condition
302 2025 StarCraft Miles: 21,496 Excellent Condition
303 2025 StarCraft Miles: 21,955 Excellent Condition
304 2025 StarCraft Miles: 21,080 Excellent Condition
305 2025 StarCraft Miles: 21,806 Excellent Condition
306 2025 StarCraft Miles: 13,873 Excellent Condition
307 2025 StarCraft Miles: 22,420 Excellent Condition
310 2025 StarCraft Miles: 21,428 Excellent Condition
311 2025 StarCraft Miles: 13,409 Excellent Condition
Q121. Hours of operation for the call center.
The call-center hours mirror the service hours. Call Center data:
There have not been liquidated damages, however liquidated damages will be negotiated in the contract.
Contact Types: Calls
Month Call Presented Calls Answered
Missed
Calls
Avg
Speed of
Answer
Total
Talking
Duration
Avg
Talking duration
Oct 269 249 37 0:00:06 6:18:43 0:01:44
Nov 191 162 29 0:00:06 3:54:41 0:01:27
Dec 178 152 26 0:00:06 4:22:00 0:01:43
File details come from the government source that posted it. Updated .