Attachment A - Specifications.pdf

ATTACHMENT A

Paratransit Scheduling and Dispatching Software

Specifications i

Table of Contents

1 INTRODUCTION 1

2 OVERVIEW 2

2.1 DEMAND RESPONSE SERVICE AND OPERATIONS OVERVIEW

2.1.1 Connector ADA ....................................................................................................... Error! Bookmark not defined.

2.1.2 Connector General Service (GS)

2.1.3 Microtransit Services

2.1.4 Community Partnership Program (CPP)

2.2 VEHICLE FLEETS

2.3 SMART MISSION, VISION AND GOALS

2.4 PROJECT SCOPE

2.4.1 User Needs Summary – Riders

2.4.2 User Needs Summary – SMART staff

2.4.3 User Needs Summary – External Institutional Users (e.g., Community Partnership Program, doctors’ offices, caregivers)

2.5 EXISTING COMPUTER INFRASTRUCTURE ENVIRONMENT

2.6 EXISTING PHONE SYSTEM

3 INFORMATION TECHNOLOGY (IT) REQUIREMENTS 11

3.1 GENERAL

3.2 REQUIRED INFRASTRUCTURE

3.2.1 Hardware

3.2.2 Software

3.3 INFORMATION SECURITY

3.4 DATABASE

3.4.1 General

3.4.2 Data Management

3.4.3 Data Logging and Retrieval

3.5 DATA ACCESS

3.6 CUSTOMER SUPPORT

3.6.1 Site Installation

3.6.2 Hosted Approach

3.6.3 Follow-up Analysis

3.7 SOFTWARE UPDATES AND UPGRADES

ii

4 WIRELESS DATA COMMUNICATION REQUIREMENTS 19

4.1 GENERAL

4.2 WIRELESS DATA COMMUNICATIONS

4.2.1 Wireless Data Communications Network

4.2.2 On-Board Hardware

4.2.3 Central Wireless Communication Gateway Software

4.3 WIRELESS LOCAL AREA NETWORK (WLAN) DATA EXCHANGE

4.3.1 General

4.3.2 Access Point Hardware

4.3.3 WLAN Data Transfer Support Software

5 GIS AND MAPPING 24

5.1 MAP SOURCE

5.2 BUILT-IN GIS SUPPORT

5.3 SPATIAL LAYER MANAGEMENT

5.3.1 Map Overlay

5.3.2 Definition and Management of Geographic Boundaries

5.3.3 Definition of Physical Barriers

5.3.4 Definition of Point of Interest (POI) Locations

5.3.5 Import/Export of Map Layers

5.4 MANAGEMENT OF SPATIAL ATTRIBUTES

5.5 GEOCODING

5.6 MISCELLANEOUS GIS FEATURES

5.6.1 Distance Computation

5.6.2 Zoom/Pan

5.6.3 Save and Reload Map View

5.6.4 Spatial Search

5.6.5 Legend

5.6.6 Printing

5.7 VISUALIZATION

5.8 MAP UPDATE PROCESS

5.9 INTEGRATION OF REAL-TIME TRAFFIC INFORMATION

5.10 THIRD-PARTY MAPPING (GOOGLE MAPS, GOOGLE EARTH, BING MAPS, MAPQUEST)

OVERLAY/INTEGRATION [OPTIONAL]

6 PARATRANSIT SCHEDULING AND DISPATCHING SOFTWARE (PSDS) 29

6.1 EXISTING TRIP AND CLIENT DATABASE CONVERSION

iii

6.2 CLIENT REGISTRATION

6.3 CLIENT DATA MANAGEMENT

6.3.1 Edit Personal Details/Preferences

6.3.2 Tracking of ADA Eligibility by Client

6.4 AGENCY RESOURCE MANAGEMENT

6.4.1 Driver Management

6.4.2 Vehicle Management

6.5 RESERVATIONS

6.5.1 Trip Booking

6.5.2 Management of Standing Order (Subscription) Trips for Clients

6.5.3 Trip Modification/Cancellation

6.6 SCHEDULING

6.7 DISPATCHING

6.7.1 Trip Management

6.7.2 Incident Management

6.8 BILLING AND REPORTING

6.8.1 Funding Sources

6.8.2 Billing Rates

6.8.3 Fiscal Years

6.8.4 Trip Mode Categories

6.8.5 Trip Purpose Categories

6.8.6 Driver Details Tracking

6.8.7 Trip Status Categories

6.8.8 Billing Status Categories

6.8.9 HIPAA Transportation and Other Codes

6.8.10 Trip Details by Client

6.8.11 Other Contracts

6.8.12 Fares

6.9 CUSTOMER SERVICE

6.10 MOBILE DATA TERMINAL (MDT) INTERFACE

6.10.1 Data Messaging

6.10.2 Manifest Transmission and Changes

6.10.3 Trip Events Logging

6.10.4 Passenger Signature for Medicaid Trips

7 CUSTOMER/RIDER SYSTEM REQUIREMENTS 49

iv

7.1 GENERAL

7.2 SELF-SERVICE COMMUNICATION CHANNELS

7.3 ELIGIBILITY-RELATED COMMUNICATIONS

7.4 NIGHT PRIOR RESERVATION CONFIRMATION

7.5 DAY-OF TRIP UPDATE

7.6 TRIP STATUS

7.7 CANCELLATIONS

7.8 RIDER AND ACCOUNT INFORMATION

8 REPORTS 52

9 COMPUTER-AIDED DISPATCH (CAD)/AUTOMATIC VEHICLE LOCATION (AVL) FUNCTIONAL

SPECIFICATIONS 53

9.1 GENERAL

9.1.1 Environment

9.1.2 Installation

9.1.3 SMART Responsibilities

9.2 ON-BOARD SYSTEMS

9.2.1 Mobile Data Terminal (MDT)

9.3 REAL-TIME CUSTOMER INFORMATION

9.3.1 Predicted Arrival Time

9.3.2 Web-based Trip Status

9.3.3 Email/Text Alerts

9.3.4 Interactive Voice Response (IVR) Alerts and Reservation Access

10 FUTURE CAPABILITIES 67

11 PROJECT IMPLEMENTATION 68

11.1 GENERAL

11.2 REQUIRED PROJECT SCHEDULE

11.3 PROJECT MANAGEMENT

11.3.1 Project Status Tracking

11.3.2 Weekly/Bi-Weekly Conference Calls

11.3.3 Minimum Required Onsite Work

11.3.4 Invoicing

11.4 DESIGN REVIEWS

11.4.1 Requirements Review (RR)

11.4.2 Preliminary Design Review

11.4.3 Final Design Review

v

11.5 TESTING

11.6 DOCUMENTATION

11.7 TRAINING

12 WARRANTY AND SPARES 77

12.1 WARRANTY

12.2 REPAIR OR REPLACEMENT OF FAULTY COMPONENTS

12.3 SYSTEM-WIDE REPLACEMENT

12.4 SPARE COMPONENTS

APPENDIX B: COMPLIANCE MATRIX 80

vi

List of Tables

Table 1. SMART Fleet

Table 2. Required Client Data Fields

Table 3. Required Timeline of Activities and Deliverables vii

List of Abbreviations and Acronyms

ADA Americans with Disabilities Act AIL Action Items List ATP Acceptance Test Procedures AVL Automatic Vehicle Location BT Burn-In Testing CDL Commercial Driver's License CDR Critical Design Review CIO Chief Information Officer COTS Commercial off-the-shelf CPP Community Partnership Program CRM Customer Relationship Management CSV Comma Separated Value DAR Dial-a-ride ED Elderly and Disabled ESRI Environmental Systems Research Institute FCC Federal Communications Commission FDD Final Design Document FDR Final Design Review FTP File Transfer Protocol GIS Geographical Information System GPS Global Positioning System HIPAA Health Insurance Portability and Accountability Act HTTPS Hypertext Transport Protocol Secure ICA Independent Computing Architecture IDD Installation Design Document IAT Installation Acceptance Test IEEE Institute of Electrical and Electronics Engineers IT Information Technology ITS Intelligent Transportation Systems IVR Interactive Voice Response JRE Java Run-time Environment KML Keyhole Markup Language LAN Local Area Network MDT Mobile Data Terminal NEMA National Electrical Manufacturers Association NEMT Non-emergency Medical Transportation NTD National Transit Database NTP Notice To Proceed viii

ODBC Open Database Connectivity OMRG Onboard Mobile Router Gateway OSI Open System Interconnection PCA Personal Care Attendant PDD Preliminary Design Document PDR Preliminary Design Review POI Point of Interest PSDS Paratransit Scheduling and Dispatching Software RAM Random Access Memory RAPS Risk Adjustment Processing System RDP Remote Desktop Protocol RFP Request for Proposal RM Requirements Matrix RR Requirements Review SA System Acceptance SAE Society of Automotive Engineers SCCP Skinny Call Control Protocol SHP Shapefile SIP System Implementation Plan SMs Systems Manuals SMART Suburban Mobility Authority for Regional Transportation SQL Structured Query Language SSID Service Set Identifier SSN Social Security Number TCP/IP Transmission Control Protocol/Internet Protocol TP Training Plan TRD Test Results Documentation UAT User Acceptance Testing UMs User Manuals USB Universal Serial Bus VLU Vehicle Logic Unit VoIP Voice over Internet Protocol VPN Virtual Private Network WLAN Wireless Local Area Network XML eXtensible Markup Language XMPP Extensible Messaging and Presence Protocol

1 Introduction

These specifications define the functional, performance, installation, integration and project implementation requirements for the deployment of paratransit scheduling and dispatching software (PSDS) for the Suburban Mobility Authority for Regional Transportation (SMART), and Community Transit services.

This document includes the following sections:

• Section 2 provides an overview of SMART’s existing Connector, ADA and Community Transit services, system environment, and the technical scope of this project, including a description of the user needs that resulted in these specifications;

• Section 3 defines the information technology (IT) requirements;

• Section 4 defines wireless data communication system requirements;

• Section 5 defines the geographic information system (GIS) and mapping requirements for the PSDS;

• Section 6 defines the PSDS system requirements;

• Section 7 defines the customer facing system requirements;

• Section 8 defines reporting requirements;

• Section 9 defines the functional and performance requirements for computer-sided dispatch (CAD) / automatic vehicle location (AVL);

• Section 10 defines optional and future needs;

• Section 11 defines the project implementation requirements;

• Section 12 defines warranty and spares requirements;

• Appendix A contains the Price Proposal Form; and

• Appendix B contains the Compliance Matrix.

2 Overview

The Suburban Mobility Authority for Regional Transportation (SMART) provides public transportation services throughout Macomb County and in “opt-in” communities in Wayne and Oakland Counties.

SMART’s service area, which overlaps with the City of Detroit, encompasses just under 2,100 square miles with a population of approximately 3.5 million. SMART operates a combination of fixed-route, paratransit, microtransit, and demand-response public transportation services.

2.1 Demand Response Service and Operations Overview

Figure 1 illustrates the various demand-response services available in the SMART region, including type of service, eligibility, service area, reservations process, and fares. Because the services are often confused, the following discussion provides a high-level overview, with subsequent subsections focused on the service characteristics, performance, and opportunities for improvement.

SMART’s Paratransit is the main reservation-based service, is a complementary paratransit service for ADA-eligible riders where fixed-route services are provided. On weekdays, SMART offers a general public demand response service throughout the region, including where fixed-route services are available on a first-come, first-serve basis based on availability. This service is based on eligibility in available in nearly all of SMART’s opt-in communities. In addition, demand-response service is provided locally within SMART’s opt-in communities through the Community Partnership Program (CPP). Eligibility for CPP service is mostly limited to local residents and is typically for older adults and people with disabilities. CPP services range from independently operated shuttles to multi-community collaborations, some of which are open to the general public. SMART maintains CPP vehicles. In this document, complementary paratransit service is referred to as Paratransit and the general public is referred to as General Service (GS).

2.1.1 Paratransit

SMART’s Paratransit is the main reservation-based service, is a complementary paratransit service for ADA-eligible riders where fixed-route services are provided. On weekdays, SMART offers a general public demand response service throughout the region, including where fixed-route services are available on a first-come, first-serve basis based on availability. This service is based on eligibility in available in nearly all of SMART’s opt-in communities. In this document, complementary paratransit service is referred to as Paratransit and the general public is referred to as General Service (GS).

Public transportation providers who accept Federal Transit Administration (FTA) funding to operate fixed-route transit service are required to offer complementary paratransit service to individuals unable to use fixed-route service due to a disability. The requirement for complementary paratransit follows the guidelines and regulations laid out in the Americans with Disabilities Act (ADA):

• Available to eligible riders within ¾ mile of the non-commuter fixed-route bus network

• Operates the same hours and days as fixed-route service

• Allows advance-reservation for travel at least 24 hours and up to 14 days in advance.

• Sets the fare at not more than twice the fare of the fixed-route system. In the case of SMART, ADA fares are $3 for a one-way ride.

• Allow personal care attendants (PCAs) ride for free. Companions pay the same fare as ADA riders.

Within the ADA service area, GS and ADA trips are comingled, but ADA trips are prioritized, meaning ADA trip requests are accepted and scheduled first with additional capacity offered to GS trips.

SMART’s service area overlaps with Detroit Department of Transportation (DDOT) and its complementary paratransit service. Riders transfer between the two services and both SMART and DDOT coordinate associated reservations and transfers.

2.1.2 General Service (GS)

SMART operates advance-reservation, shared-ride demand-response service throughout its service area.

For riders aged 65 or older or with a disability, fares are reduced, and trips can originate anywhere within the service area. Other riders can request a GS trip, if travel begins at least 1/3-mile from a fixed route.

Travel on the GS service is limited to 10 miles from the pickup location.

GS prioritizes medical trips by allowing medical trip requests up to six business days prior to travel while other trip requests (shopping, school, work, etc.) can only be made 1–2 business days prior to travel.

SMART will accommodate trip requests for those who reside in an opt-out community (e.g., Canton, or Brownstown) or in Detroit; riders must first travel to a pickup location within the GS area.

A one-way fare on the Connector GS service is $1 for older adults and people with disabilities and $4 for members of the public. Transfers to/from fixed-route service are free.

SMART is changing these services in response to findings uncovered as part of an evaluation of the fixed-route services.

2.1.3 Microtransit Services

Five microtransit zones are in service to better link several suburbs across tri-county area to SMART’s FAST corridors, and to improve accessibility to jobs, shopping, and healthcare internally within zones.

These five zones provide a first/last mile solution, as well as service within each zone.

• Dearborn – The Dearborn Zone is made up of multiple downtown centers (East and West Dearborn, Allen Park) incorporated into a single zone. The zone contains the University of Michigan-Dearborn, multiple community colleges and tourist destinations including the Henry Ford Museum and multiple hospitals. A large SMART and DDOT transit hub is also located in the zone.

• Hall Road - The Hall Road zone feeds commuters to jobs and provides a variety of shopping services. There are two large malls in the zone, a community college, a hospital, and vast shopping and entertainment destinations. Located between M-53 and Romeo Plank Road, the majority of the zone is crossed by freeways and busy roads that are generally pedestrian-unfriendly. The zone is generally not well served by transit, although its eastern half connects with FAST transit and the western half connects with our Van Dyke fixed route.

• Troy/Clawson – The Troy/Clawson zone is currently well served by fixed-route services, with most riders using the area as a connecting hub for transit. The Royal Oak transit center located in the southern portion of this zone is a POI (point of Interest) to connect riders with the zone. A lot of destinations exist in this zone, including malls, call centers, businesses and hotels. The northern part of the zone is experiencing rapid commercial growth but is not currently well served by transit.

• Pontiac/Auburn Hills – The Pontiac/Auburn Hills zone serves all of Pontiac and Auburn Hills. This zone provides service to the Oakland County service complex, an Amazon fulfillment center, the regional outlet mall, a community college, a local university, as well as numerous medical facilities and hospitals. Also located within this zone are multiple community centers and aside from the mall, numerous shopping plazas. This zone has a vast fixed route network with each route intersecting at a transit hub in the central portion of the zone.

• Farmington/Farmington Hills – The Farmington/Farmington Hills zone encompasses the entirety of multiple city limits. The zone features a community college as well as a satellite campus for a local university. This zone also features numerous senior apartment complexes as well as multiple community centers. This zone features fixed route options allowing riders to travel to surrounding areas within the county as well as other counties.

2.1.4 Community Partnership Program (CPP)

In addition to operating local and regional public transportation services, SMART partners with 76 communities in its service area through the Community Partnership Program (CPP). This program allocates SMART funding to communities, who combine them with other state funding programs to operate local transportation services either directly or in collaboration with other communities. SMART also provides vehicles and maintenance for many of these services.

The CPP has been in place since 1996 and provides resources to nearly 50 local transportation services in these 76 municipalities, with some operated in collaboration with neighboring communities, and some operated independently or through an arrangement with SMART.

Most CPP services limit eligibility to all people with disabilities and those above a certain age (between 50 and 65), while others provide public DAR services. Some programs limit travel to within the home municipality, while others travel to nearby key destinations (hospitals, shopping centers, etc.). The service area for each CPP ranges from one municipality (e.g., City of Walled Lake) to a subregion (e.g., Richmond Lenox EMS).

2.2 Vehicle Fleets

Table 1 shows the current SMART Connector fleet and its characteristics. As mentioned in Section 10, in the future, SMART is interested in expanding the PSDS to incorporate CPP vehicles and services. Table 1. SMART Fleet (Note: Locations are Macomb [MAC] and Oakland [OAK])

Table 1. SMART Fleet (continued) (Note: Locations are Oakland [OAK] and Wayne [WAY])

Row Equip't Model year Man ID Model ID Equip Type Loc Length Seating Fuel

1 31051 2012 EDN 220 AEROTECH 2012EDNAEROTECH220 MAC 23 14 D

2 35003 2015 CMC CH230FL 2012EDNAEROTECH220 MAC 23 13 P

3 35004 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

4 35005 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

5 35014 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

6 35018 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

7 35028 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

8 35029 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

9 35034 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

10 35038 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

11 35039 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

12 35040 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

13 35041 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

14 35047 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

15 35048 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

16 35051 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

17 35053 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

18 35054 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

19 35059 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

20 35060 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

21 35061 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

22 36103 2016 CMC CH230FL 2015 CMC CHALLENGER 23 FT MAC 23 13 P

23 36104 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT MAC 23 13 P

24 36105 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT MAC 23 13 P

25 36106 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT MAC 23 13 P

26 38056 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT MAC 23 13 P

27 38058 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT MAC 23 13 P

28 38059 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT MAC 23 13 P

29 38061 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT MAC 23 13 P

30 38062 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT MAC 23 13 P

31 38063 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT MAC 23 13 P

32 38065 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT MAC 23 13 P

33 38066 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT MAC 23 13 P

34 38067 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT MAC 23 13 P

35 39008 2019 CMC CH230FL 2019 CMC CHALLENGER 23 FT MAC 23 13 P

36 39009 2019 CMC CH230FL 2019 CMC CHALLENGER 23 FT MAC 23 13 P

37 39010 2019 CMC CH230FL 2019 CMC CHALLENGER 23 FT MAC 23 13 P

38 39016 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT MAC 23 13 P

39 39017 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT MAC 23 13 P

40 39019 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT MAC 23 13 P

41 39020 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT MAC 23 13 P

42 39021 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT MAC 23 13 P

43 35001 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 D

44 35002 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 D

45 35006 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 D

46 35007 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 D

47 35013 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

48 35016 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

49 35024 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

50 35031 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

51 35032 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

52 35037 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

53 35043 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

54 35044 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

55 35045 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

56 35046 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

57 35049 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

58 35050 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

59 35052 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

60 35055 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13 P

Row Equip't Model year Man ID Model ID Equip Type Loc Length Seating

61 35056 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13

62 35057 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13

63 35058 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT OAK 23 13

64 36100 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT OAK 23 13

65 36101 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT OAK 23 13

66 36102 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT OAK 23 13

67 36107 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT OAK 23 13

68 36108 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT OAK 23 13

69 36109 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT OAK 23 13

70 36110 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT OAK 23 13

71 36111 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT OAK 23 13

72 36112 2016 CMC CH230FL 2016 CMC CHALLENGER 23 FT OAK 23 13

73 38050 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT OAK 23 13

74 38051 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT OAK 23 13

75 38052 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT OAK 23 13

76 38053 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT OAK 23 13

77 38057 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT OAK 23 13

78 38060 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT OAK 23 13

79 38068 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT OAK 23 13

80 39001 2019 CMC CH230FL 2019 CMC CHALLENGER 23 FT OAK 23 13

81 39002 2019 CMC CH230FL 2019 CMC CHALLENGER 23 FT OAK 23 13

82 39003 2019 CMC CH230FL 2019 CMC CHALLENGER 23 FT OAK 23 13

83 39004 2019 CMC CH230FL 2019 CMC CHALLENGER 23 FT OAK 23 13

84 39011 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT OAK 23 13

85 39012 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT OAK 23 13

86 39013 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT OAK 23 13

87 39014 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT OAK 23 13

88 39015 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT OAK 23 13

89 35008 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

90 35009 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

91 35010 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

92 35011 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

93 35012 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

94 35015 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

95 35017 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

96 35019 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

97 35020 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

98 35021 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

99 35022 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

100 35023 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

101 35025 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

102 35027 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

103 35030 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

104 35033 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

105 35035 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

106 35036 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

107 35042 2015 CMC CH230FL 2015 CMC CHALLENGER 23 FT WAY 23 13

108 38048 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT WAY 23 13

109 38049 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT WAY 23 13

110 38054 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT WAY 23 13

111 38055 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT WAY 23 13

112 38064 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT WAY 23 13

113 38069 2018 CMC CH230FL 2018 CMC CHALLENGER 23 FT WAY 23 13

114 39005 2019 CMC CH230FL 2019 CMC CHALLENGER 23 FT WAY 23 13

115 39006 2019 CMC CH230FL 2019 CMC CHALLENGER 23 FT WAY 23 13

116 39007 2019 CMC CH230FL 2019 CMC CHALLENGER 23 FT WAY 23 13

117 39022 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT WAY 23 13

118 39023 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT WAY 23 13

119 39024 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT WAY 23 13

120 39025 2020 CMC CH230FL 2020 CMC CHALLENGER 23 FT WAY 23 13

2.3 SMART Mission, Vision and Goals

SMART’s Mission statement is as follows:

The mission of the Suburban Mobility Authority for Regional Transportation (SMART) is to provide the southeast Michigan region with high-quality, safe and cost-effective public transit that meets the needs of all its citizens, including seniors, people with disabilities, choice riders and those that are dependent upon public transit.

2.4 Project Scope

This subsection summarizes the scope of this project, including a summary of the user needs that, in part, resulted in these specifications.

2.4.1 User Needs Summary – Riders

A high-level summary of the rider needs identified as part of SMART’s Comprehensive Operational Analysis (COA) of its current Connector bus service is as follows:

• User-friendly booking platform (plan, book, and pay functions)

• Multiple booking options o Telephone o Email, website, or app

• Lessen need for riders calling to confirm trips by offering web, text, or app confirmation capabilities

• Simple rider information update process

• “No earlier than” feature for pickups and “no later than” feature for drop-offs

• Permanent visible recording of original trip request data

• Generate more than one viable option (usually on either side of pickup request) without having to enter new times

• Integrate with web or app-based reservations to check on confirmed trips and to cancel or reschedule trips

• Trip confirmation needs to be robust and offer various options to do so

• Provide accurate and timely alerts that vehicle is en-route and enable riders to track vehicle in real time

(e.g., Uber/Lyft app)

• Rider information is accurate and easily updated when needed

• Easy-to-access portal or phone number to accommodate customers who are unexpectedly delayed

• Customer app for same-day service should integrate with advance reservation app

• Convenient trip confirmation options on multiple platforms

• Timely rider alerts and vehicle tracking

• Ability to reschedule same-day return trip pickup time when appointments are running late

• Electronic purse for contactless payment

• Integration with other apps

• Multiple trip booking/confirmation options

• SMS feature for no-shows

2.4.2 User Needs Summary – SMART staff

A high-level summary of the SMART staff needs identified as part of SMART’s COA of its current Connector bus service is as follows:

• Automate scheduling

• Robust common destination feature

• Integrate with microtransit operations

• Integration with CPP programs

• Download passenger, trip, vehicle information, and any other needed data from existing CPP software programs

• Easy way to communicate with dispatch to verify and approve no-shows and for other needs

• Dispatch screen with late trip ticker

• Dispatch screen that displays the locations of Road Supervisors

• Allow for easy adjustment to system settings for o Scheduling windows o Trip time parameters o Travel speeds o Anticipated road closures

• Software should work with other providers’ application program interfaces (APIs)

• Easy way to find vehicle when issue arises

• Integration with other apps (third-party, other providers, paratransit booking app, etc.

• Electronic purse for contactless payment

• Streamlined and robust trip booking platform for CSOs

• Easy-to-manage rider database and/or CRM integration

• Reliable automated scheduling

• Real-time traffic and known event integration

• Reliable dispatch screen

• Streamlined driver-dispatcher communications

• Customizable system settings

• Multiple trip booking/confirmation options

• Automate changes to service area or hours w/query of which routes riders use and might be impacted by the change; eliminate manual updating – overlay riders in/out of service

2.4.3 User Needs Summary – External Institutional Users (e.g., Community Partnership Program, doctors’ offices, caregivers)

A high-level summary of the external user needs identified as part of SMART’s COA of its current Connector bus service is as follows:

• Facilitate regional approach to scheduling

• Integrate with regional paratransit app

2.5 Existing Computer Infrastructure Environment

The following are the characteristics of the existing computer infrastructure environment:

SMART’s on-premises network consists of a datacenter running.

• 10GB network backplane

• VMWare host servers

• Windows 2012, 2016, and 2019 servers

• Multi-protocol label switching (MPLS) network

• 2 Dedicated Internet Access (DIA) connections 100MB and 500MB

• Microsoft SQL 2014 server cluster

• EMC Unity 100TB storage area network (SAN)

• 300 users

• 1,000 devices

2.6 Existing Phone System

SMART’s Avaya Unified Communication system includes the following:

• Avaya IP Office (Voice over Internet Protocol [VoIP])

• 198 Session Initiation Protocol (SIP) Trunks to Public Switched Telephone Network (PSTN)

• Automatic Call Recording (ACR) call center software

• 266 users

3 Information Technology (IT) Requirements

3.1 General

The selected vendor, referred to as the “Contractor” in the rest of this document, shall provide the hardware and configuration details for installing the system (1) at the location identified by SMART (site installation approach). SMART does prefer a virtualized server if possible depending on specs and storage requirement needs as well as growth or (2) at a data center proposed by the Contractor (hosted approach).

The data center selected for installation of the system must be approved by SMART.

The software applications shall include context sensitive help capability.

The software applications must run fully in the user context and shall not require elevated permissions or administrative permissions on the desktop.

All software applications must utilize the Microsoft Operating System consistent with current SMART upgrades, patches and service packs on the servers and desktops. The following Microsoft products must be used:

• Microsoft Office Suite: 2010;

• Microsoft Windows Desktop Operating System (OS): Windows 7 and Windows 8.1 (Windows 10 ready is preferred);

• Microsoft Windows Server OS: Windows 2008 R2, Windows 2012 R2; and

• Microsoft Structured Query Language (SQL) Server: SQL Server 2008 R2 Enterprise edition and SQL

Server 2012 R2 Enterprise Edition.

All software applications must support role-based security.

The Contractor is required to notify SMART when new releases of software applications become available, and when current releases and related systems are no longer supported.

The Contractor must comply with the SMART’s change management process when making any changes to supported systems; these changes must be reported to the SMART project manager.

The Contractor shall implement a test environment, with all software components installed on parallel hardware at SMART, where software updates and configuration changes can be tested prior to being implemented in the production system. Any future updates or upgrades must be tested in the test environment before being implemented on production servers.

All software upgrades or changes required by the Contractor must be made in an SMART test environment and certified prior to moving into a production environment. Any on-board firmware changes must be tested first in a “bus-in-box” type test bench before installing them on vehicles.

3.2 Required Infrastructure

3.2.1 Hardware

The Proposer shall provide the specifications for hardware that comprises the proposed central system, including the required number of workstations for all users. Proposers shall provide the server hardware requirements required to support the proposed solution since SMART may procure the hardware from a supplier other than the Contractor and may decide to use the site installation approach.

For site installation, SMART reserves the right to confirm the specifications of the Contractor-recommended and supplied hardware and SMART reserves the right to offer virtualization within the current infrastructure as a potential replacement for hardware.

The Proposer shall supply the specifications for workstations and tablets, which SMART may procure from suppliers other than the Contractor.

3.2.2 Software

The successful Contractor shall provide software and specifications for hardware that comprise the proposed central system, including the required number of licenses for all users. The cost of each component shall be provided per the instructions on the Price Proposal Form.

The Contractor shall either provide their proposed system’s source code to SMART, establish an escrow account with the exact version of the source code being implemented at SMART, or provide an alternative solution to ensure that SMART has unrestricted access to and use of the source code in the event the Contractor ceases to exist, ceases to support the application, or otherwise terminates its relationship and/or ownership to the product.

The Contractor shall supply the specifications for workstations and monitors, which SMART will supply and/or procure.

For hosted approach, the Proposer shall clearly define the approach for software hosting and access (e.g., Citrix’s independent computing architecture [ICA] protocol, Microsoft’s remote desktop protocol [RDP] over secure virtual private network (VPN) connection, completely web-based application accessible via hypertext transport protocol secure [HTTPS]) on standard web browsers (e.g., Microsoft Edge [preferred], Mozilla Firefox, Google Chrome and Apple Safari).

The Contractor shall implement a test environment, with all software components installed (1) on parallel server hardware at SMART (site installation) or (2) at the data center (hosted installation), where software updates and configuration changes can be tested prior to being implemented in the production system.

Any future updates or upgrades must be tested in the test environment before being implemented on production servers.

All software upgrades or changes required by the Contractor must be made in the test environment and certified prior to moving into a production environment.

Using a hosted approach, at least two parallel data centers in two different geographic locations shall be utilized.

The Central system shall be setup in redundant configuration by default. So, if the primary application fails, the secondary application that is configured to run in hot-standby mode shall automatically start running as the primary application to ensure fail-safe operation. Each Proposer shall provide a clear description of their approach for enabling redundant server configuration.

For hosted solution, Proposers shall describe the minimum computer hardware and browser requirements (e.g., minimum Random Access Memory [RAM] requirements for map rendering, java run-time environment [JRE] for java-based web applications).

3.3 Information Security

The Contractor shall be asked to comply with best practices with all areas of IT Security as outlined by Health Insurance Portability and Accountability Act (HIPAA) rules. SMART has specific policies in the following areas:

• Acceptable Use

• Automatic Log-Off

• Data Backup

• Emergency Access to EHR

• Encryption and Decryption

• IT Risk Management Program

• Malware Protection

• Password Management

• Portable Computing Device Privacy and Security

• Privacy and Security of Protected Health Information

• Termination of Access

• Transmission Security

• Unique User ID

• Workstation Use and Security

All software applications must support role-based security.

The Contractor shall follow the SMART IT Security Policies.

For a locally-installed solution, all software applications must have the ability to use Windows Authentication based upon Active Directory setup. For a hosted solution, please describe the administrative needs to add users to the system.

The methods used for encrypting stored passwords must be disclosed. Industry standard encryption methods utilizing at least 256 bit encryption techniques are required.

The Proposer must disclose provisions to secure the database in its proposal.

Any vulnerabilities or exploits discovered by the Contractor or others for the proposed application must be reported to SMART immediately with a proposed mitigation strategy.

The Contractor shall support Microsoft security patches and updates within fifteen (15) days of release.

The system must track all activities performed by software users for auditing purposes (e.g., system configuration changes, trip booking, modifications and client data editing).

The methods used for encrypting stored passwords must be disclosed. Industry standard encryption methods utilizing at least 256 bit encryption techniques are required. Applications may not store or transmit passwords in clear text.

Any software which stores personally identifying information, including but not limited to, “unique identifier number,” driver’s license numbers, etc., or any financial information, such as credit card numbers, bank routing information, etc., must fully protect the information for the entire duration of SMART’s use of the software, as defined in the eventual contract with the successful Contractor, and disclose the methods of protection used, access protection methods, and life cycle handling of this data. Industry standard encryption methods utilizing at least 256-bit encryption techniques are required.

Any HIPAA-related information must be protected in the database and application according to the law (e.g., display only last four digits of the Social Security Number (SSN)).

The Contractor shall supply SMART with current HIPAA test results or be willing to be tested with regards to compliance with HIPAA policies on a yearly basis.

3.4 Database

All database-related components of the solution (e.g. tables, stored procedures, scripts, extensible markup language [XML] schema, and related information) shall be fully accessible and available for support and use by SMART and SMART staff.

Proposer’s solutions should be developed and configured using prescribed standards for SQL Server, and be flexible enough to run in consolidated database environments with other applications using different schemas and virtualization.

Data shall be retained in a read-only historical database for use by management and other SMART staff to plan and assess system performance, and to address inquiries, conflicts and other related issues.

The system shall allow all such data to be retrieved, even if it has been archived.

All queries made to the database shall be logged for audit purposes. SMART shall have the ability to view these logs when required.

The online data storage system shall ensure data integrity in the event of a disk-drive failure.

In addition, the system shall include a means of archiving transaction data, or restoring data from an archive, while the system is in operation. It shall not be necessary to shut down the database to perform a successful backup operation.

Proposers shall determine and describe the need and procedure for an incremental, daily or other time frame-based backup of data. Other needs related to the archiving of data, such hardware and software, shall also be determined and described by each Proposer.

Data kept for archive purposes must be in location that is still subject to all HIPAA testing and be tested for compliance on a yearly basis.

The system administrator account shall not be used with SQL server applications. If it is, the solution must allow SMART staff to change the system administrator password on a periodic basis without limitations.

The Contractor must provide the following:

• Scripts in order to recreate database;

• An entity relationship diagram;

• Database schema with a data dictionary detailing all database entities (e.g., tables, columns, and attributes; and

• Recommended practices document for support and maintenance of the database.

3.4.1 General

The system shall allow PSDS system data to be retrieved, even if it has been archived.

In addition, the system shall include a means of archiving transaction data, or restoring data from an archive, while the system is in operation. It shall not be necessary to shut down the database to perform a successful backup operation.

The Proposer shall determine and describe the need and procedures for an incremental, daily or other time frame-based backup of the data (but not less than daily). Other needs related to the archiving of the data shall also be determined and described by the Proposer.

The Contractor must provide the following:

• Scripts in order to create and recreate database schemas, stored procedures;

• Entity relationship diagrams;

• Database schema with a data dictionary detailing all database entities (e.g., tables, columns, and attributes); and

• Documentation of recommended practices for support and maintenance of the database.

3.4.2 Data Management

Data shall be retained in a database for use by SMART staff to plan and assess operational, financial and system performance, and to address inquiries, conflicts and related issues. Storage capacity must be large enough to retain operational history data for at least two fiscal years.

After two fiscal years, the operational and financial data will be archived in a “non-live”1 database, and will remain readily accessible when needed.

Data backup for both live and non-live databases must be archived at redundant offsite locations.

1 “Non-Live” database refers to a “read-only” database that is not being accessed by any application. This database may not be up and running all the time and can be shut down or restarted, as needed.

Proposers must describe the time it would take to restore the data into the database from the backed-up files in the event of a database crash.

The Contractor shall develop a long-term archival plan to store information on optical (e.g., Digital Versatile Discs [DVD]) or magnetic storage (e.g., external hard drives) devices in coordination with SMART. This data should be stored in such a way that it is mountable or searchable, and arranged by year so, as it moves beyond the number of years mandated in SMART’s document retention policy, it can be permanently destroyed.

The Proposer shall determine and describe in their proposal the need and procedures for an incremental, daily backup of the data. Other needs related to the archiving of the data, such hardware and software, shall also be identified and described by the Proposer.

3.4.3 Data Logging and Retrieval

All incoming and outgoing data shall be stored in a read-only historical database for retrieval, analysis, display and printing.

This historical information shall include all data exchanged between vehicles and dispatch (e.g., location data, vehicle logon/logoff data, device alarms, and canned data messages); and all central software user logons and logoffs.

The stored data shall be time and date stamped, and shall contain sufficient information to enable selective sorting and retrieval based on user-specified selection criteria. At a minimum, the following sorting and selection criteria shall be supported for accessing the historical data from both the online and archived storage: date and time, GPS latitude/longitude, vehicle number, vehicle operator number, dispatcher number, run number, and incident type (where needed).

3.5 Data Access

The database structures and any proprietary interfaces shall be documented in the proposal.

The proposed system shall follow an open architecture model, providing the capability for SMART to independently develop system interfaces or enable integration with other internal or third-party systems.

The use of standard network communication protocols (e.g., Transmission Control Protocol/Internet Protocol [TCP/IP] and system interfaces (e.g., Open Database Connectivity [ODBC] for databases) is required.

SMART shall be allowed royalty-free access to the database tables, and royalty-free use of the data and interfaces. If necessary, SMART shall be allowed to extend such access and use to third party vendors for integration purposes.

All system data shall be the property of SMART and shall be immediately available to SMART. The Contractor shall acknowledge in writing that SMART will own any and all data and the database where the data resides.

3.6 Customer Support

Customer support shall be available 24 hours a day, 365 days a year. All technical requests from SMART must be addressed within one hour of the notification of a problem. If an issue requires a longer timeframe for resolution, SMART must be advised accordingly and an expected reasonable timeframe for resolution must be provided.

SMART must be able to view the status of their support request(s) at any time through an online tracking system to be provided by the Contractor.

For on-site support, the proposal shall include a list of the support firms, their support responsibilities and the response arrangements.

The Contractor shall arrange for support from one or more qualified firms to be available on-site on a four-hour response basis when needed by SMART to assist with fault diagnosis or component replacement.

If a support firm does not respond within the agreed-to response timeframe, or when a support firm is not able to provide the needed support, the Contractor shall provide, during the warranty period, supplementary support in accordance with an agreed-to escalation procedure. The escalation procedure can initially involve telephone support, but must culminate in the Contractor providing on-site support, if needed. The proposal must define the proposed support escalation procedures.

SMART must be able to view the status of their support request(s) at any time through an online tracking system to be provided by the Contractor.

3.6.1 Site Installation

The Contractor will provide needed service technicians to assist with installation of product within the SMART network. SMART will make available, resources to assist with all aspects of installation with regards to personnel or additional system needs if virtualization approach is deemed possible. The Contractor will be required to comply with current data center restriction policies and must be willing to submit to background check if deemed necessary by the data center. SMART personnel will accompany contractor staff at all times during the installation and may assist as needed.

3.6.2 Hosted Approach

Customer support shall be available 24 hours a day, 365 days a year. All technical requests from SMART must be addressed within one hour of the notification of a problem. If an issue requires a longer timeframe for resolution, SMART must be advised accordingly and an expected timeframe for resolution must be provided.

SMART must be able to view the status of their support request(s) at any time through an online tracking system to be provided by the Contractor.

All servers, routers, switches, data center security and facility power shall be monitored electronically 24 hours a day, 365 days a year. In the event there are any out of tolerance conditions with any server components, technical support shall be automatically notified. The technical support must respond to these issues within one hour of notification.

The data centers to be used for hosting must have existing scheduled routine maintenance and emergency situation management plans. Proposers must submit maintenance schedules and emergency plans with proposal for contractor review.

The data centers must comply with all HIPAA requirements as pertains to security and verification of credentials as well as any access to physical systems containing SMART data.

3.6.3 Follow-up Analysis

The Contractor shall provide onsite follow-up analysis, including a written report on the findings of this analysis, on how the system is being used and provide training to address the issues. This follow-up analysis shall be conducted every six months under the warranty period and the first visit shall be conducted six months after the system acceptance. The follow-up analysis report shall categorize discovered issues under the following categories:

• Issues due to lack of training;

• Issues that require configuration changes;

• Issues that require system enhancements and can be addressed by upgrading to a more recent version of the system; and

• Issues that require system enhancements and will be fresh development for the Contractor.

3.7 Software Updates and Upgrades

Proposers must describe their maintenance update and upgrade approaches in their proposals.

Proposers shall describe the difference in processes and costs associated with updates and upgrades.

The Contractor is required to notify SMART at least one month in advance of the installation when new software releases become available.

The Contractor is required to notify SMART at least six months in advance when it is expected that the current releases and related systems will no longer be supported.

The Contractor shall ensure that all existing software configurations are protected after the system has been upgraded or updated for the entire duration of the time when SMART uses the product.

The Contractor must comply with…