4-1. S2026-008 RFP On-Demand Public Transportation Rideshare Program.pdf

City of Liberty Hill Purchasing Department Solicitation Number: S2026-008

1 | P a g e

Request for Proposal

Solicitation Number: S2026-008

Project Name: On-Demand Public Transportation Rideshare Program

Project Number: N/A

NIGP Class/Items: 917-39 • 952-94 • 993-00

Schedule of Events Solicitation Posted Date: September 16, 2026 Pre-Submittal Meeting: September 29, 2026; at 1:00 PM Vendor Questions Due: October 6, 2026; at 5:00 PM

Answers Posted to Bonfire: On or before October 8, 2026, by 5:00 PM Response Due Date: October 14, 2026; at 2:00 PM

Oral Presentation (if necessary) TBD Expected Contract Award Date: On or before February 2027

Purchasing Department 926 Main St.

Liberty Hill, TX 78642

ATTENTION: It is the responsibility of interested parties to periodically check the City’s Bonfire website [https://libertyhilltx.bonfirehub.com/] for updates to the solicitation prior to submitting a response. The respondent’s failure to periodically check the City’s Bonfire website will in no way release the selected Vendor from additional information resulting in additional costs to meet the requirements of the solicitation.

The City will not be held responsible for any further communication beyond updating the Bonfire website.

https://libertyhilltx.bonfirehub.com/

2 | P a g e

Table of Contents Part I – General

1. Purpose

2. Definitions, Terms and Conditions

3. Attachments

4. City Contact and Prohibited Communication

5. Respondent Requirements

6. Best Value Evaluation and Criteria

7. Committee Review

8. Agreement Term

9. Award

10. Prompt Payment Policy

11. Non-Appropriation

12. Confidentiality of Content

Part II – Response Instructions

1. Schedule of Events

2. Pre-Submittal Meeting

3. Response Submission

5. Proposal Content Requirements

6. Post Award Meeting

7. Costs Incurred

8. Ethics Ordinance and Disclosure Statements

Part III – Specifications

1. Background and Purpose

2. Program Objectives

3. Desired Service Model

4. Scope of Services

4.1. Prime Contractor Responsibilities

4.2. Service Area and Hours of Operation

4.3. Rider Access Methods

4.4. Standard On-Demand Rideshare Service

4.5. WAV Service and ADA Compliance

4.6. Customer Service, Complaint Resolution, and Incident Handling

4.7. Data Reporting and City Visibility

4.8. Marketing, Launch Support, and Rider Education

4.9. Safety, Driver Screening, and Operational Standards

3 | P a g e

4.10. Scalability and Optional Program Variations

4.11. Implementation and Launch

5. Minimum Qualifications

6. Definitions

4 | P a g e

Part I – General

1. Purpose The City of Liberty Hill, herein after “City”, seeks to enter into an agreement with a qualified Individual, Firm or Corporation, herein after “Respondent”, to develop, implement, administer, and operate an on-demand public transportation rideshare program serving residents and visitors within a defined service area. The City seeks a turnkey public transportation partner capable of coordinating standard on-demand rideshare service, complementary ADA-compliant wheelchair accessible vehicle (WAV) service, rider access methods, data reporting, community outreach, and ongoing program administration under a single prime contract.

This solicitation is for public transportation services. The City is not seeking a commodity purchase, a public works contractor, or a standalone software vendor. Respondents may utilize established third-party rideshare platforms, rider access tools, dispatch systems, subcontractors, and administrative processes, provided that the prime contractor remains solely responsible to the City for implementation, service delivery, subcontractor oversight, compliance, performance reporting, and contract administration.

The City intends to award one contract to the respondent whose proposal is determined to be the most advantageous to the City, considering experience, service model, accessibility, implementation capability, reporting, and price. The City will not consider proposals in which a new City-managed fleet is considered part of the package.

2. Definitions, Terms and Conditions By submitting a response to this solicitation, the Respondent agrees that the City’s standard Definitions, Terms and Conditions, in effect at the time of release of the solicitation, shall govern but shall be superseded by those terms and conditions specifically provided for otherwise within this solicitation, in a separate agreement or on the face of a purchase order. The City’s Definitions, Terms and Conditions are herein made a part of this solicitation and can be found on the City’s website by visiting https://www.libertyhilltx.gov/511/Purchasing.

2.1 Any exception to additional terms and conditions attached to the response will not be considered unless respondent specifically references them on a provided attachment.

WARNING: Exception of additional terms and conditions may result in disqualification of the response. If no additional terms and conditions are provided in Part I, Section 3, Respondent may disregard Part I, Section 2.1.

3. Attachments Attachments are herein made a part of this agreement:

3.1. Attachment A – Reference Form

3.2. Attachment B – Service Area Map

3.3. Attachment C – Verification Form

4. City Contact and Prohibited Communication Contact: All communications about this solicitation shall be made in writing to the City’s authorized contact, addressed to the following assigned Team Member:

Primary Contact: Kelly Wenzel, Procurement Administrator City of Liberty Hill Email: kwenzel@libertyhilltx.gov https://www.libertyhilltx.gov/511/Purchasing mailto:kwenzel@libertyhilltx.gov

5 | P a g e

Prohibited Communications: Upon posting of this solicitation, City of Liberty Hill, its representative(s), or partners will not answer questions or otherwise discuss the contents of this solicitation with any potential respondents or their representative(s). Attempts to ask questions by phone, email, or in person will not be allowed or recognized as valid. Failure to observe this restriction may result in disqualification of any subsequent response to this solicitation. Respondent may rely only on written statements issued through or by City of Liberty Hill authorized contact. This restriction does not preclude discussions between affected parties for the purposes of conducting business unrelated to this solicitation.

5. Respondent Requirements The opening of a solicitation shall not be construed as the City’s acceptance of such as qualified and responsive.

5.1. Respondents shall be firms, corporations, individuals or partnerships normally engaged in services outlined in this solicitation in the State of Texas;

5.2. Respondents must be licensed and or certified to do business in the State of Texas in their applicable field relating to the scope of work and all requirements needed while doing business with the City.

5.3. Respondents shall maintain staffing levels to provide prompt, efficient service to the City.

6. Best Value Evaluation and Criteria Respondents may be required to make an oral presentation to the selection team to further present their qualifications. These presentations will provide the Respondent the opportunity to clarify their proposal and ensure a mutual understanding of the services to be provided and the approach to be used.

All solicitations received may be evaluated based on the best value for the City. In determining best value, the City may consider:

• Proposed fees;

• Reference of Respondent and of Respondent’s services;

• Quality of the Respondent’s services;

• The extent to which the services meet the City’s needs;

• Respondent’s past relationship with the City;

• Any relevant criteria specifically listed in the solicitation.

The City reserves the right to reject any or all responses, or delete any portion of the response, or to accept any response deemed most advantageous, or to waive any irregularities or informalities in the response received that best serves the interest and at the sole discretion of the City.

7. Committee Review An evaluation committee will review each response to determine the most highly qualified Respondent on the basis of demonstrated competence and qualifications using the following weighted criteria. A consensus score may be assigned to each response. A committee of City of Liberty Hill evaluators has been established to evaluate the Solicitation Responses.

6 | P a g e

Criteria Possible Points

Qualifications and Relevant Experience: Comparable program deployments, public-sector experience, references, organizational capacity, prime contractor accountability, and experience coordinating standard rideshare and WAV service.

Service Approach and Operational Model: Quality of the proposed service model, 24/7/365 operations, rider access methods, geofence/subsidy administration, scalability, and overall fit with the City’s objectives.

Accessibility, Safety, and Customer Service: ADA readiness, mandatory WAV integration, complaint resolution, safety practices, driver screening, and incident handling.

Implementation, Reporting, and City Support: Launch timeline, reporting quality, dashboard visibility, monthly performance reporting, outreach support, and ability to coordinate effectively with City staff.

Pricing: Transparency, reasonableness, flexibility, and overall cost-effectiveness of the proposed pricing structure in relation to the service model offered. Pricing must be submitted for program implementation only. Any City subsidy or voucher would be priced after selection of firm providing service during implementation phase.

References Acceptable/ Inacceptable

Total 100

8. Agreement Term The terms of the awarded agreement shall include but not be limited to the following:

8.1. The term “agreement” shall mean the executed contract awarded as a result of this solicitation and all exhibits thereto. At a minimum, the following documents will be incorporated into the agreement:

8.1.1. Solicitation document, attachments and exhibits;

8.1.2. Solicitation addendums, if applicable;

8.1.3. City’s Definitions, Terms and Conditions;

8.1.4. Successful Respondent’s submission.

8.2. The initial term of the resulting agreement shall be three (3) consecutive twelve (12) month periods from the effective date. The agreement may be renewed for five (5) additional periods of time, not to exceed twelve (12) months each, provided both parties agree in writing prior to the expiration of the current term.

8.3. If the Respondent fails to perform its duties in a reasonable and competent manner, the City shall give written notice to the Respondent of the deficiencies and the successful Respondent shall have thirty (30) days to correct such deficiencies. If the Respondent fails to correct the deficiencies within the thirty (30) days, the City may terminate the agreement by giving the Respondent written notice of termination and the reason for the termination.

7 | P a g e

8.4. The City shall also have the right to terminate the Agreement, in whole in part, without cause anytime upon thirty (30) calendar days’ prior written notice. Upon receipt of a notice of termination, the Respondent shall promptly cease all further work pursuant to the Agreement, with such exceptions, if any, specified in the notice of termination. The City shall pay the Respondent to extent of funds appropriated or otherwise legally available for such purposes, for all goods delivered and services performed and obligations incurred prior to the date of termination in accordance with the terms hereof.

8.5. If the agreement is terminated, for any reason, respondent shall turn over all material, records and deliverables created to date within fifteen (15) working days after completion of duties through the termination date.

9. Award The City reserves the right to enter into an Agreement or a Purchase Order with a single award, split awards, non-award, or use any combination that best serves the interest and at the sole discretion of the City. Award announcement will be made upon City Council approval of staff recommendation and executed agreement. Award announcement will appear on the City’s website at https://libertyhilltx.bonfirehub.com/.

9.1. The City reserves the right to reject any or all responses, or delete any portion of the response, or to accept any response deemed most advantageous, or to waive any irregularities or informalities in the response received that best serves the interest and at the sole discretion of the City.

9.2. The City reserves the right to automatically disqualify a response if the responding entity has had any negative performance marks related to other City projects within the last five (5) years.

9.3. Chapter 176, Texas Local Government Code requires that disclosures of certain relationships be made in relation to certain contracts with the City. Local government officers are the members of the City Council, the City Administrator, and other City employees or agents who exercise discretion in planning, recommending, selecting and contracting of a vendor. Please contact the City Secretary for a list of City employees and agents who may qualify as local government officers. Click here Chapter 176, Texas Local Government Code, to review this requirement.

9.4. A completed CIQ Form is required with each response. If no conflict is present, respondent must fill out section one, write “N/A” in section three, write in “N/A” in section five, and sign section seven. https://www.ethics.state.tx.us/forms/conflict/

9.5. Once a selection is made and the City has the intent to award, the successful respondent will be required to submit Form 1295 to the State of Texas electronically prior to executing the agreement or purchase order.

https://www.ethics.state.tx.us/whatsnew/elf_info_form1295.htm

10. Prompt Payment Policy Payments will be made in accordance with the Texas Prompt Payment Law, Texas Government Code, Subtitle F, Chapter 2251. The City will pay Vendor within thirty days after the acceptance of the supplies, materials, equipment, or the day on which the performance of services was completed or the day, on which the City receives a correct invoice for the supplies, materials, equipment or services, whichever is later. The Vendor may charge a late fee (fee shall not be greater than that which is permitted by Texas law) for payments not made in accordance with this prompt payment policy; however, this policy does not apply to payments made by the City in the event:

https://libertyhilltx.bonfirehub.com/ https://www.ethics.state.tx.us/forms/conflict/ https://www.ethics.state.tx.us/whatsnew/elf_info_form1295.htm

8 | P a g e

10.1. There is a bona fide dispute between the City and Vendor concerning the supplies, materials, services or equipment delivered or the services performed that causes the payment to be late; or

10.2. The terms of a federal agreement, grant, regulation, or statute prevent the City from making a timely payment with Federal Funds; or

10.3. There is a bona fide dispute between the Vendor and a subcontractor or between a subcontractor and its suppliers concerning supplies, material, or equipment delivered or the services performed which caused the payment to be late; or

10.4. The invoice is not mailed to the City in strict accordance with instructions, if any, on the purchase order or agreement or other such contractual agreement.

11. Non-Appropriation The resulting Agreement is a commitment of the City’s current revenues only. It is understood and agreed the City shall have the right to terminate the Agreement at the end of any City fiscal year if the governing body of the City does not appropriate funds sufficient to purchase the estimated yearly quantities, as determined by the City’s budget for the fiscal year in question. The City may affect such termination by giving Vendor a written notice of termination at the end of its then current fiscal year.

12. Confidentiality of Content All documents submitted in response to a solicitation shall be subject to the Texas Public Information Act.

Following an award, responses are subject to release as public information unless the response or specific parts of the response can be shown to be exempt from the Texas Public Information Act. Pricing is not considered to be confidential under any circumstances.

12.1. Information in a submittal that is legally protected as a trade secret or otherwise confidential must be clearly indicated with stamped, bold red letters stating "CONFIDENTIAL" on that section of the document. The City will not be responsible for any public disclosure of confidential information if it is not clearly marked as such.

12.2. If a request is made under the Texas Public Information Act to inspect information designated as confidential, the Respondent shall, upon request from the City, furnish sufficient written reasons and information as to why the information should be protected from disclosure. The matter will then be presented to the Attorney General of Texas for final determination.

9 | P a g e

Part II – Response Instructions

1. Schedule of Events City of Liberty Hill intends to proceed according to the following schedule. These dates represent a tentative schedule of events. City of Liberty Hill reserves the right to change the dates in the Schedule of Events upon written notification to prospective Respondents through posting an Addenda on the City of Liberty Hill e-procurement system.

Schedule of Events Solicitation Posted Date: September 16, 2026 Pre-Submittal Meeting: September 29, 2026; at 1:00 PM Vendor Questions Due: October 6, 2026; at 5:00 PM

Answers Posted to Bonfire: On or before October 8, 2026, by 5:00 PM Response Due Date: October 14, 2026; at 2:00 PM

Oral Presentation (if necessary) TBD Expected Contract Award Date: On or before February 2027

All questions regarding the solicitation shall be submitted through the e-procurement system by 5:00 PM on the due date noted above. A copy of all the questions submitted and the City’s response to the questions shall be posted through the e-procurement system.

Respondents may be required to make an oral presentation to the selection team to further present their qualifications. These presentations will provide the Respondent the opportunity to ensure a mutual understanding of the services to be provided and the approach to be used.

2. Pre-Submittal Meeting A NON-MANDATORY pre-submittal meeting will be held to fully acquaint Respondents with the unique needs of the City. The pre-submittal meeting will be conducted on:

September 29, 2026, at 1:00 PM TEAMS Meeting : Link location can be found in the events section on the e-procurement platform.

The City considers this pre-submittal meeting non-mandatory but we strongly suggest attending to give Respondents a better understanding of the project. However, if a respondent chooses not to attend, this will not disqualify the Respondent. It is the responsibility of the Respondent to be familiar with the requirements herein and to ask any relevant questions they may have concerning this solicitation. Any verbal responses provided by City staff at the pre-submittal meeting are not confirmed until they are in writing and posted. Only written responses shall be official and all other forms of communication with any officer, employee or agent of the City shall not be binding on the City of Liberty Hill. Respondents are encouraged to resubmit all their questions discussed in writing, after the conclusion of the pre-submittal Meeting. Respondents attendance will be documented at the pre-submittal meeting.

3. Response Submission The City of Liberty Hill utilizes an e-Procurement Portal that will accept submission of the electronic response to this solicitation.

3.1. Submission Instructions:

3.1.1. Respondent shall upload response content using the City of Liberty Hill e-

Procurement Portal. The link is found at: https://libertyhilltx.bonfirehub.com/

3.1.2. VENDOR REGISTRATION REQUIRED: Prior to submitting your response, Respondents are required to register in the e-Procurement Portal. Registration is free and easy. Using this link (https://libertyhilltx.bonfirehub.com/) under the New

10 | P a g e

Vendor Registration section, click on the “Create your free Bonfire account.”

Registration will allow you to submit your response to this solicitation.

3.1.3. When registering, have your Texas Vendor ID number, DUNS, and W-9 form ready.

3.1.4. If Texas ID number is unknown, enter the Federal Employer Identification Number.

3.1.5. Respondents will have the ability to modify their submissions up to the Response

Due Date in the e-Procurement Portal.

3.1.6. Responses received after this time and date shall not be considered.

3.1.7. No response can be withdrawn after opening without written approval from the

City for an acceptable reason.

3.1.8. Telephone or faxed Responses will not be considered.

3.1.9. The City will not be bound by any oral statement or offer made contrary to the written specifications.

3.1.10. Interested Respondents are encouraged to register in advance and submit their intent to bid notification, if requested on the e-Procurement Portal.

3.2. Submission Support:

3.2.1. The City of Liberty Hill e-Procurement Portal is compatible with the following browsers: Internet Explorer 11, Microsoft Edge, Google Chrome, or Mozilla Firefox. Browser cookies and JavaScript must be enabled on the browser.

Submission by other methods will not be accepted unless non-electronic samples are required for this solicitation.

3.2.2. Respondents should contact Bonfire at support@gobonfire.com for technical questions related to submissions or visit Bonfire’s help forum at https://vendorsupport.gobonfire.com/hc/en-us.

3.2.3. Support through Bonfire or the City of Liberty Hill is not guaranteed one hour prior the submission due date. Interested Respondents are encouraged to begin the submission process one week prior to the bid due date. This allows time to troubleshoot any submission issues.

4. Pricing Instructions The City is requesting a clear proposed pricing structure rather than a rigid preformatted fee schedule in this core template. Respondents shall present pricing in a manner that allows the City to understand the full expected cost of the proposed program and the operational assumptions underlying that pricing.

• Any one-time implementation or launch costs, if proposed.

• Any ongoing administrative, management, or program support costs, if proposed.

• The proposed rider fare and City subsidy structure, or the respondent’s recommended pricing framework.

• Any WAV-specific pricing components, if applicable.

• Any assumptions regarding volume, usage, minimums, special event support, or optional service variations.

• Any pricing flexibility for City-directed modifications such as discount categories, future trip caps, geofence changes, or targeted subprograms.

The City reserves the right to negotiate final pricing, fare policy, subsidy structure, and contract economics with the selected respondent.

5. Proposal Content Requirements At minimum, the proposal shall address the following:

• Executive summary describing the respondent’s understanding of the City’s needs and the proposed service model.

mailto:support@gobonfire.com https://vendorsupport.gobonfire.com/hc/en-us

11 | P a g e

• Company background, organizational structure, and financial/operational capacity.

• Description of comparable prior or current deployments, including public-sector references and case studies.

• Identification and qualifications of key personnel who would be assigned to the City.

• Description of the proposed service model, including standard rideshare operations, WAV operations, rider access methods, and prime contractor responsibilities.

• Description of service area administration, hours of operation, subsidy controls, and operational flexibility.

• Description of rider access methods, including mobile, web, and phone/assisted booking workflows.

• Description of ADA compliance approach, WAV service delivery, and accessibility accommodations.

• Description of driver screening, safety practices, customer service, incident handling, and complaint resolution.

• Description of data reporting, dashboard access, monthly reporting, and City-facing performance visibility.

• Description of public launch support, marketing coordination, rider education, and community outreach.

• Implementation timeline with milestones and assumptions.

• Pricing proposal presenting the respondent’s proposed pricing structure in a clear and transparent manner.

• Any assumptions, exclusions, or dependencies the City should understand.

6. Post Award Meeting The City and Respondent shall have a post award meeting to discuss, but not be limited to, the following:

Identify specific milestones, goals and strategies to meet objectives.

7. Costs Incurred Respondent shall acknowledge that the issuance of a solicitation shall in no way obligate the City to award a contract or to pay any costs associated with the preparation of a response to said solicitation. The costs in developing and submitting proposals, preparing for and participating in oral presentations or any other similar expenses incurred by a Respondent are the sole responsibility of the Respondent and shall not be reimbursed by the City.

8. Ethics Ordinance and Disclosure Statements The City’s Ethics Ordinance requires persons seeking to enter discretionary contracts with the City or appearing before the City Council or another City board or body to disclose certain conflicts of interest.

The relevant sections of the Ethics Ordinance are set forth below. The Ethics Ordinance can be found in Article 2.05 of the City’s Code of Ordinances at the following link: https://ecode360.com/LI6389 https://ecode360.com/LI6389

12 | P a g e

Part III – Specifications

1. Background and Purpose The City of Liberty Hill seeks to expand mobility for residents and visitors through a flexible, scalable, and cost-effective public transportation service model. The City desires a program that can function as a core local mobility option and may also support first-mile/last-mile connections to regional transit, employment destinations, schools, healthcare facilities, community activity centers, parks, and other City-approved destinations.

The City intends for this program to serve a broad public purpose. The program shall be available to the general public within City-approved parameters and shall include a complementary accessible service component for riders who require wheelchair accessible transportation or equivalent accommodations under applicable law.

The City recognizes that targeted subprograms may be desirable in the future, including but not limited to first-mile/last-mile connections, workforce transportation, late-night mobility, airport or medical trips, event transportation, youth or senior initiatives, and City-sponsored outreach campaigns. However, respondents are not required to propose separate targeted subprograms as part of the base proposal unless specifically directed by the City. The base proposal shall focus on a general public rideshare program that is operationally scalable and customizable over time.

2. Program Objectives Successful Respondent shall be able to meet the following objectives:

• Provide on-demand public transportation for residents and visitors within a City-defined service area.

• Operate continuously on a 24 hours per day, 7 days per week, 365 days per year basis.

• Include a mandatory complementary WAV component that is available during all hours the standard program is open to the public.

• Provide rider access through mobile application, web-based booking, and telephone-based booking or assisted scheduling.

• Allow the City to establish and revise subsidy parameters, geography, trip caps, fare policies, and other program rules over time.

• Support first-mile/last-mile connectivity to regional transit and other City-approved mobility connections.

• Provide City-facing reporting, dashboard access, monthly performance reporting, and program management support.

• Support public launch, rider education, and ongoing community outreach.

• Deliver a turnkey service model in which the City is not required to own vehicles, employ drivers, or operate a call center directly.

3. Desired Service Model The City seeks a prime contractor that can deliver a turnkey, city-facing public transportation program.

The prime contractor may utilize one or more underlying transportation providers, digital platforms, call center resources, dispatch systems, and subcontractors, but the City expects a single prime contractor to remain responsible for all program functions.

• A standard on-demand rideshare component for the general public.

• A complementary WAV component for riders requiring accessible service.

• Mobile, web, and phone/assisted booking options.

• City-controlled subsidy parameters and geofence administration.

• Public launch support, outreach materials, and rider education.

13 | P a g e

• A City-facing reporting environment and monthly performance reporting.

• Ongoing program administration, issue resolution, and coordination with City staff.

Respondents are not required to propose a custom municipal application. Existing rider-facing tools, including third-party applications, browser-based booking interfaces, voucher or enrollment links, and assisted booking workflows, are acceptable so long as the respondent demonstrates that the overall service model satisfies the City’s rider access, operational, reporting, and administrative requirements

4. Scope of Services

4.1. Prime Contractor Responsibilities

• Serve as the City’s single point of contact for implementation, ongoing administration, subcontractor oversight, and problem resolution.

• Coordinate all program components necessary to launch and operate the service.

• Remain solely responsible to the City for performance of all subcontractors and service providers.

• Work with City staff to finalize service parameters, launch timing, outreach, reporting, and policy changes during the contract term.

4.2. Service Area and Hours of Operation

• Implement service within a City-defined geography that may include City limits, specific districts, contiguous or non-contiguous zones, or approved regional connection points.

• Reflect 24/7 operations in the proposal.

• Allow the City to revise the service area, hours, and eligible destinations during the contract term.

• Support optional first-mile/last-mile connectivity to regional transit hubs, park-and-ride facilities, commuter corridors, or other City-approved locations.

4.3. Rider Access Methods

• Provide rider access through a mobile application available on iOS and Android.

• Provide a web-based booking option for riders who prefer not to use a mobile application.

• Provide a telephone-based booking option, call-in scheduling option, or equivalent assisted booking method during all active service hours.

• Provide rider notifications, trip status updates, and clear instructions for accessing the service.

4.4. Standard On-Demand Rideshare Service

• Provide curb-to-curb trips without requiring the City to operate fixed routes, fixed stops, or fixed schedules.

• Support real-time and advance trip booking where available.

• Allow the City to establish rider copays, subsidy caps, trip limits, eligibility rules, and other voucher parameters.

• Support rider payment processing and transparent display of any rider responsibility above the City subsidy.

4.5. WAV Service and ADA Compliance

• Provide a mandatory WAV component that is available during all hours the standard program is available to the public.

• Provide WAV booking methods appropriate for riders with mobility limitations, including phone-based assistance.

• Demonstrate readiness to comply with Title II of the ADA and other applicable accessibility requirements.

14 | P a g e

• Assist the City with development of any City-facing policies and procedures necessary for accessible service administration.

• Provide service standards that do not result in discriminatory wait times or service denials for protected populations.

4.6. Customer Service, Complaint Resolution, and Incident Handling

• Provide customer service channels appropriate to the service model.

• Maintain documented procedures for complaint intake, escalation, tracking, and resolution.

• Maintain documented procedures for incident reporting, investigation, and notification to the City.

• Coordinate with the City regarding serious safety incidents, service failures, and rider complaints requiring City awareness.

4.7. Data Reporting and City Visibility

• Provide a City-facing dashboard, reporting portal, or equivalent visibility tool sufficient for City staff to monitor service activity and program performance.

• Provide monthly performance reporting and ad hoc reporting reasonably requested by the City.

• Provide, at minimum, metrics addressing trips, spend, unique users, wait times, service usage patterns, trip geography, cancellation/no-show rates, WAV activity, customer satisfaction, and overall program cost.

• Train City staff on the reporting environment and provide ongoing support.

4.8. Marketing, Launch Support, and Rider Education

• Support development of launch materials, rider education materials, and public-facing program information.

• Coordinate with City staff on outreach, branding, program FAQs, and launch communications.

• Support rider education for first-time users and transportation-disadvantaged populations.

• Participate in reasonable launch-period and community outreach activities as requested by the City.

4.9. Safety, Driver Screening, and Operational Standards

• Demonstrate driver screening, background checks, driving record review, and safety-related qualification standards appropriate to the service model.

• Demonstrate training standards for customer service, ADA passenger assistance where applicable, and incident response.

• Demonstrate vehicle inspection and maintenance standards appropriate to the vehicles used under the program.

• Demonstrate real-time trip monitoring, safety features, and emergency coordination procedures appropriate to the service model.

4.10. Scalability and Optional Program Variations

• Demonstrate how the service can scale to address growth, special events, seasonal demand changes, or future City-directed program variations.

• Demonstrate the ability to add or revise geofences, subsidy rules, trip caps, and targeted subprograms without requiring a wholly new procurement structure.

• Describe how the contractor would support future targeted uses such as workforce, event, senior, youth, airport, medical, or other City-approved transportation initiatives if directed.

15 | P a g e

4.11. Implementation and Launch

• Provide an implementation plan with a realistic launch schedule, key milestones, City decisions required, testing steps, and launch readiness activities.

• Include contractor responsibilities and City coordination points from notice of award through public launch.

• Describe any assumptions regarding lead time, branding approvals, rider communications, data setup, and WAV readiness.

5. Minimum Qualifications To be considered responsive, respondents must demonstrate the ability to satisfy the following minimum qualifications. The City reserves the right to determine whether a respondent’s experience is sufficiently comparable to satisfy these requirements.

• Demonstrated experience implementing and managing on-demand public transportation, rideshare, microtransit, paratransit, or substantially similar mobility programs for public entities or comparably complex environments.

• Demonstrated ability to deliver 24/7/365 service operations for the standard rideshare component and a complementary WAV component.

• Demonstrated ability to provide rider access through mobile, web, and phone or assisted booking methods.

• Demonstrated experience with or readiness for ADA-compliant accessible service administration, including a complementary WAV component.

• Demonstrated ability to provide City-facing reporting, monthly performance reporting, and operational visibility.

• Demonstrated ability to serve as a single accountable prime contractor coordinating all underlying transportation and service components.

• Demonstrated financial and organizational capacity to sustain long-term program operations.

6. Definitions Term Definition City The issuing public entity seeking proposals under this solicitation.

Program The on-demand public transportation rideshare program contemplated by this solicitation.

Prime Contractor The respondent that will be contractually responsible to the City for all program components, subcontractors, compliance obligations, reporting, and performance.

On-Demand Rideshare Service Technology-enabled point-to-point passenger transportation provided on request rather than on a fixed route or fixed schedule.

Transportation Network Company (TNC) A provider that facilitates on-demand rides through a digital platform and a network of participating drivers.

Wheelchair Accessible Vehicle (WAV) A vehicle equipped to safely transport passengers who use wheelchairs or other mobility devices.

ADA The Americans with Disabilities Act and all applicable implementing regulations.

Service Area The geography within which subsidized program trips are eligible under City-approved parameters.

Voucher / Subsidy Program The City-defined financial rules governing rider copays, trip subsidy amounts, eligibility, geography, trip caps, and other parameters.

Proposal A complete response submitted by a respondent under this solicitation.