REQUEST FOR PROPOSAL (RFP)

FOR

TRANSIT OPERATIONS MANAGEMENT,

TECHNICAL ASSISTANCE, INNOVATION AND

PERFORMANCE IMPROVEMENT SERVICES

CAPE COD REGIONAL TRANSIT AUTHORITY

July 17, 2026

John Kennedy Administrator Cape Cod Regional Transit Authority 215 Iyannough Road/Rte 28 P.O. Box 1988 Hyannis, MA 02601

TABLE OF CONTENTS

CCRTA's Vision for This Contract Page 3

Introduction Pages 3 - 4

General Information Pages 5 - 9

Submission Information - RFP Essentials Pages 10 – 13

CCRTA Responsibilities Under This Agreement Pages 14 – 16

Management Company Responsibilities Under This Agreement Pages 17 – 38

Evaluation Criteria Pages 39 – 43

Checklist and Forms for Submission Proposal Pages 44 – 54

Cost Proposal Pages 55 - 57

Attachment A – Current Labor Agreement Separate file

Attachment B – FY27 Budget Separate file

Attachment C – Current Management Agreement with Amendments Separate file

Attachment D - Sample Monthly Report Separate file

Attachment E - Federal & State Clauses and Certifications Separate file

Attachment F – Complaint Resolution Procedure Separate file

Attachment G - 10 Year Strategic Plan Separate file

CCRTA's Vision for This Contract The Cape Cod Regional Transit Authority (CCRTA) is seeking an operator-management partner that can oversee the safe provision of daily service while helping modernize CCRTA through data, dashboards, predictive analytics, automation, AI-supported reporting, better scheduling, procurement savings, labor productivity, and a more coordinated regional mobility ecosystem. In many ways, this RFP would be considered a consulting contract procurement as CCRTA wishes to retain the existing operational staff and draw on the strengths of a management company to evaluate our current practices and propose and then implement accepted changes to bring about improvements to the services provided to our clients on Cape Cod. CCRTA expects the selected Contractor to understand that operational efficiency is not an end in itself. Every improvement in scheduling, safety, dispatching, maintenance, data, procurement, and customer communication must ultimately be directed toward better service for the people of Cape Cod. This is of paramount importance and will weigh on the scoring of proposals in the evaluation of submitted bids.

INTRODUCTION

The contract resulting from this Request for Proposal is for services as outlined in this document in accordance with current Federal Transit Administration (FTA) guidelines. The selected Management Contractor will provide services commencing October 1, 2026, for a term of five (5) years, ending September 30, 2031, at the discretion of the Administrator. Additionally, there is a possibility of three one-year extension to September 30, 2034, again at the discretion of the Administrator.

Potential bidders are cautioned to read this RFP carefully as CCRTA’s business model and the services we seek via this RFP to deliver those services is vastly different than most transit agencies. Our model is a “cost-plus management contract”. CCRTA directly reimburses employee payroll and fringe benefit costs including those of the General Manager and Assistant General Manager as well as most all vendor bills. In those limited instances the Management Company pays allowable invoices directly, reimbursement by the CCRTA is processed within ten business days through a supplemental billing which averages less than $10,000 per month.

It is important to note that under this business model, the Management Companies are not being asked to “float” payroll or operational expenses. As stated above, CCRTA is seeking the services of a management company to evaluate, oversee, execute improvements and generally bring the expertise they have to make CCRTA better.

Later sections of this document will provide an outline of what CCRTA will be responsible for under this contract and what we expect the winning bidder to provide over the ensuing contract years.

Where there are areas that are not sufficiently explained in this document, bidders are encouraged to send questions which will be answered and posted online as quickly as possible. Please take advantage of this.

Management Services RFP Timeline Advertise RFP CommBUYS & CCRTA website July 17-31, 2026

Last Day for Questions for this Management RFP July 28, 2026

Proposals Due @ 2:00 p.m. August 14, 2026

Proposals Sent to Selection Committee August 14, 2026

Schedule Interviews Week of August 24th

Conduct Interviews Week of August 31

Select Contractor September 8, 2026

Negotiate/Sign Management Contract September, 2026

New Management Contract Begins October 1, 2026

The RFP Consists of Seven (7) Sections:

1) General Information about CCRTA

2) Submission Information

3) CCRTA Responsibilities Under This Agreement

4) Management Company Responsibilities Under This Agreement

5) Evaluation Criteria

6) Checklist and Forms

7) Cost Proposal

8) Attachments

Section One General Information

1.) GENERAL INFORMATION ABOUT CCRTA

CCRTA currently provides public transportation services in the 15 Towns comprising Barnstable County (Barnstable, Bourne, Brewster, Chatham, Dennis, Eastham, Falmouth, Harwich, Mashpee, Orleans, Provincetown, Sandwich, Truro, Wellfleet, Yarmouth) with 158 revenue vehicles including, 30 foot transit buses, 19 - 26 foot mini-buses and vans, and 8 service vehicles, that operated 3,084,675 vehicle miles and 197,732 vehicle hours in CY25. CCRTA provided 192,659 demand response, 596,860 fixed route trips in CY25. All CCRTA vehicles are equipped with Intelligent Transportation System (ITS) hardware and software including Global Position System (GPS)/Automatic Vehicle Location (AVL), and Mobile Data Computers. All vehicles used in Fixed Route Service are equipped with automatic passenger counters (APC) as well. CCRTA’s public web-based Google Transit Trip Planner and GPS Locator can be viewed at https://www.capecodrta.org.

The CCRTA owns all vehicles, equipment, materials, and supplies, as well as the Hyannis Transportation Center built in 2002 and a Maintenance/Operations Center facility in Dennis, MA completed in 2007.

1.1) Service Area and Hours of Operation Dial-A-Ride Transportation (DART): CCRTA provides demand-response service in all member towns of the Authority. This service is by appointment only and trips must be scheduled in advance. Trips are available to the general public with elderly and handicapped receiving priority.

Scheduling and dispatching of such services are performed at our Operations Center located at 40 American Way in South Dennis. Telephone reservations from passengers are received in advance and are processed for scheduling. An appropriate vehicle is dispatched to pick up and later to return the passenger. A two-way radio system is utilized for vehicle voice communication and a mobile data terminal for text and schedules.

SmartDART: CCRTA provides on-demand, door-to-door, app-based ride-hail service on an "as-available" basis. Customers may travel anywhere within defined travel zones.

The vehicles used in providing DART and SmartDART services are owned by the Authority and all are equipped with wheelchair lifts. The vehicles are provided to the operator as part of the operating contract, which contain strict Federal and State guidelines for the maintenance and care of the vehicles. The vehicles range from 4-8 passenger vans to 12-18 passenger mini-buses.

CCRTA On-Demand (DART and SmartDART) Service Hours

• Service: 7:00 a.m. to 7:00 p.m. Monday – Friday; Saturday 9:00 a.m.-7:00 pm;

ADA Paratransit Service

• ADA Paratransit service shall be operated during the same hours and days that the CCRTA’s fixed route service operates. CCRTA reserves the right to adjust its transit services at any time.

Fixed Route: CCRTA fixed route services currently consists of seven year-round routes and three additional seasonal routes. Routes vary in frequency from 30 minutes in summer to 60 minutes off-season, in most cases.

Fixed Route services are “fare-free”, funded through State appropriation.

1.2) Fixed Route Service Description:

• Year-Round Fixed Route Service

Presently, year-round fixed route services provided by the Authority includes: the SeaLine/Hyannis to Woods Hole, the Barnstable Villager/Hyannis Transportation Center to Barnstable Village, the Hyannis Area Loop, the H2O/Hyannis to Orleans, Bourne Run/Buzzards Bay to Mashpee Commons, and the Sandwich Line.

• Flex Route

The Flex Route is a hybrid fixed route. Passengers may call up to 2 hours in advance to schedule a deviation up to ¾ of a mile off the route. The current route originates in Harwich and terminates in Provincetown.

• Summer Shuttle Services

In the summer, three summer shuttle services were provided as follows: in Hyannis the Main Street Trolley, in Falmouth the WHOOSH Trolley and in Provincetown, The Shuttle provided service between Provincetown Beach and North Truro.

• Boston Hospital Transportation (BHT)

CCRTA provides medical transportation services Monday through Thursday by reservation from Cape Cod to all the major hospitals in the Boston area. This service picks up in six locations in our service area and stops at twenty-four hospitals and medical centers in Boston.

Fixed Route Service Hours

• Hourly service, ranging from 4:00 a.m. - 11:00 p.m. eight months out of the year; no Sunday service and limited holiday service

• Hourly service, ranging from 4:00 a.m. - 2:30 a.m. during the summer; includes Sundays and holidays

• The Contractor will be expected to provide services during all hours stated above. Hours of operations are subject to change by the CCRTA Contractor Dispatching Service Hours

• The CCRTA’s Operations Center is open for business Monday-Saturday 5:00 a.m. - 11:00 p.m.

• During the summer, the Operations Center is opened seven days a week 5:00a.m. - 2:30 a.m.

Holiday Schedule

• CCRTA reserves the right to establish modified schedules that it deems appropriate in conjunction with the holidays listed below:

New Year’s Day, Martin Luther King, Jr. Day, President’s Day, Patriots Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day, Christmas.

Adjustments to Services: The CCRTA Administrator reserves the right to adjust services at any time.

Modifications to services may include, but are not limited to, extending, deleting or adding routes, or parts of routes, and expanding or decreasing revenue hours and any modifications necessary, due to emergency situations, including, without limitation, emergencies due to weather. The Contractor must provide services in accordance with the published trip schedules, approved by the CCRTA (See published trip schedules at https://www.capecodrta.org/).

1.3) Human Service Transportation (HST):

The CCRTA no longer provides Human Service Transportation Services as this service has been consolidated with regional providers under contract with the Commonwealth of Massachusetts.

1.4) Staffing:

The Selected Contractor Employs (staffing levels vary depending on seasonal variations):

Union Personnel:

UNION PERSONNEL (ATU 1548):

69 Full-time year-round Operators 55 Part-time year-round Operators 3 Seasonal Operators (May through September) 8 Full-time year-round Mechanics 1 Full-time Mechanic Apprentices 4 Full-time year-round Utility employees 1 Part-time year-round Utility employee 2 Part-time year-round Janitor 2 Full-time year-round Electronics Technician 1 Full-time year-round Bookkeeper 2 Full-time year-round Clerical/Bookkeeper 2 Full-time year-round Schedulers 11 Full-time year-round Dispatcher/Schedulers 1 Part-time Seasonal Dispatchers 162 Total Union (ATU 1548) Personnel

NON-UNION PERSONNEL:

1 Full-time year-round Operations Manager 1 Full-time year-round Operations Supervisor 4 Full-time year-round Transportation Supervisors 1 Full-time Call Center Manager 1 Full-time Call Center Supervisor 1 Full-time year-round-Safety & Training Manager 1 Full-time year-round Safety & Training Supervisor 1 Full-time year-round Human Resources/Risk Manager 1 Full-time year-round Payroll Manager 1 Full-time year-round Fleet Manager 1 Full-time year-round Parts Manager 14 Total Non-Union Personnel

CCRTA currently has a contract for transportation management services with MV Transportation, Inc. that has managed the system since 2011. Drivers, Mechanics, Dispatchers/Schedulers, Utility, Clerical and Bookkeeping are represented by Amalgamated Transit Union (ATU) Local 1548. The current labor contract between ATU Local 1548 and MV Transportation, Inc. expires on 09/30/2028.

As a matter of public record, the following documents are included in this RFP:

• Labor Agreement between MV Transportation and the ATU (See Attachment A)

• A simplified version of our FY27 Operating Budget for the CCRTA (See Attachment B)

• Current Contract between CCRTA and MV Transportation of Cape Cod (See Attachment C)

1.5) Strategic Plan and Path Forward:

In the Fall of 2022, CCRTA finalized a ten-year strategic plan with supporting five-year capital budget. The plan is attached to this document as Attachment G. Bidders are encouraged to review this document as the winning management company will assist the CCRTA in updating the Plan and will share significant responsibility in its implementation. This may include construction of a new operations facility, but will include the conversion of the fleet of fossil fuel vehicles to zero-emissions vehicles as early as practical given the available funding and buses capable of providing coverage (mileage) to support our service area. Original plans called for 2030 conversion but this is no longer considered possible.

The CCRTA continues to evaluate opportunities to improve regional mobility, enhance customer access, reduce duplicative services where appropriate, and better coordinate available transportation resources throughout Cape Cod. As part of this ongoing effort, CCRTA is exploring opportunities to partner with public, private, nonprofit, municipal, human service agencies, and other transportation providers to improve the availability, efficiency, and coordination of transportation options within the region. These efforts may include evaluating new service delivery models, technology-based coordination tools, shared service approaches, or other mobility management strategies that support improved access for residents, visitors, employers, human service agencies, and other regional stakeholders. At this time, CCRTA has not finalized any specific service model, implementation plan, or contractual structure related to these potential initiatives. However, CCRTA is providing this information to ensure that proposers are aware of the Authority’s interest in continued service innovation, regional coordination, and mobility management. Proposers are encouraged to describe any relevant experience, recommendations, or innovative approaches related to coordinating multiple transportation providers, reducing duplicative service, improving on-demand or demand-response transportation options, and enhancing regional mobility through partnerships or technology.

Section Two Submission Information

2.) SUBMISSION FORMAT – The Essentials of this RFP

A Signed Original, and an electronic copy on a flash drive of the Proposal Should Be Mailed or Delivered To:

John Kennedy, Administrator

CCRTA

215 Iyannough Road, P.O. Box 1988 Hyannis, MA 02601

* Be aware that CCRTA does not receive mail delivery to the street address. Anything mailed to CCRTA MUST be addressed to the post office box.

Contact Number for Information: 508-775-8504 x249 or philton@capecodrta.org (Paul Hilton). Email preferred.

2.1) Submission Deadline:

Proposals must be received at the CCRTA Administrative Offices no later than 2:00 p.m. on Friday, August 14, 2026. Proposals received after the date and time specified may be rejected as non-responsive and be returned to the respondent unopened. All proposals must be in two sealed envelopes clearly marked Proposal for CCRTA Management Services and Proposed Monthly Management Fee (Cost Proposal).

The Contractor must comply with the provisions of Title VI of the Civil Rights Act of 1964, as amended, and all applicable federal regulations including 49 CFR Part 21.

The CCRTA reserves the right to accept or reject any and all proposals as it deems in its best interest.

Additionally, CCRTA reserves the right to request additional information from any proposer at any time during the evaluation and selection process. Lastly, CCRTA reserves the right to negotiate over all aspects of the proposal.

A bid may be withdrawn in person by a bidder or his authorized representative, provided his identity is made known and he/she signs a receipt for the bid, but only if the withdrawal is made prior to the exact time set for receipt of bids. Issuance of the RFPs does not commit CCRTA to award a contract, to pay any costs incurred in preparation of the proposals in response to this request, or to contract for services.

2.2) Preproposal Conference:

CCRTA is not offering a preproposal conference for this RFP. Questions concerning this proposal must be submitted by email to philton@capecodrta.org and will be received until the close-of-business at 4:30 p.m. on Tuesday, July 28, 2026. Questions will be answered as quickly as possible and posted to the CCRTA website at https://capecodrta.org/contact/notices/ as well as CommBUYS. Bidders are cautioned to check these sites often as additional questions may be answered up until the deadline. All questions are considered public and the requestor will not be identified when the question is answered.

2.3) Revisions to the RFP:

Any change in the conditions or terms of this RFP will be realized by an addendum, in writing, posted to our website as well as the Massachusetts Procurement website, CommBUYS. All such addenda shall become a part of the contract. It is the bidder’s responsibility to check these websites periodically for addenda and/or notices pertaining to this RFP. CCRTA will NOT be notifying bidders of changes by email or otherwise.

2.4) Required Clauses and Certifications:

This project is financed in part through a grant from the FTA, and any contract entered into is subject to the provisions of applicable laws governing that grant. The successful proposer and any Sub-Contractors shall be required to comply with all applicable federal, state, and local laws and regulations. Attachment E contains the forms required by the Federal Transit Administration and the Commonwealth of Massachusetts. No proposal will be considered without an original signed copy of all forms in this section at the time that finalists are selected. It is recommended that all bidders submit these originals when the proposal is delivered.

2.5) Disadvantaged Business Enterprises (DBE’s) will be afforded full opportunity to submit proposals in response to the request and will not be discriminated against on the grounds of race, color, sex, disability, national origin or veteran’s status in consideration for an award. CCRTA has a goal of 4.2% percent for DBE participation in its overall contracting.

Further, any contracts entered into with the proposer pursuant to this request will include provisions to assure compliance with applicable civil rights regulations. Typically compliance will include proof of DBE eligibility and proof of payment to subcontractors if used, annually or as appropriate. There will be bonus points added to bidders who meet this goal. DBEs are encouraged to respond to this solicitation notice.

2.6) Protest Procedures:

Protests will only be accepted by the CCRTA from prospective bidders or offerors whose direct economic interest would be affected by the award of a contract or refusal to award a contract. The CCRTA will consider all such protests, whether submitted before or after the award of a contract. All protest must be in writing and conform to the following requirements:

• Be concise and legally arranged

• Provide name, address, and telephone numbers of protester

• Identify the solicitation or contract number

• Provide a clear and detailed statement of legal and factual grounds of the protest, including copies of all relevant documents

• A statement as to what is requested

CCRTA’s detailed Protest Procedures are available on line at: https://capecodrta.org/contact/notices/ .

2.7) Best and Final Offer (BAFO) CCRTA may request a BAFO from all remaining qualified bidders after review of the proposals if it is in the best interest of CCRTA to do so. In the event that a BAFO is requested, the process will include a notice to finalists that a BAFO has been requested, a date and time will be set for submission of the BAFO, and an address (physical or email) where the BAFO is to be delivered. Award of the contract will be made to the responsible bidder whose proposal is most advantageous to the CCRTA's program with all factors considered (best value) and may be made without discussion of proposals received. It is recommended to bidders that proposals should be submitted initially on the most favorable terms possible, from a price and technical standpoint.

2.8) Start-up Costs CCRTA recognizes that there may be additional costs for any vendor in the first year of a contract giving the incumbent a perceived advantage in the bidding process. To offset this, CCRTA is asking that in the price proposal section of the bids, bidders identify any start-up costs (non-recurring costs associated with initial start-

up) which, while still being considered, will have a lesser impact in the scoring than a higher overall first year expense.

Please break out what these anticipated costs are expected to be and the job titles of professionals that you intend to assign to address them. In this breakout, please identify the hourly rate and expected hours associated with these expenses. Please be as specific as you can. CCRTA has included a section of this document that identifies items which we consider to be “Start-Up Costs” in Section 4.32 which Bidders should include in their estimates but not be limited to if they foresee other costs.

2.9) Required Forms and Submission Format CCRTA further acknowledges that bidders may wish to respond to sections of this document where a “Form” does not exist. In that event, bidders are requested to attach extra sheets with the Section Number identified that they are responding to and attach them to their proposal. Please be reasonable in your submissions and only include what you believe addresses the issue.

Section Three CCRTA Responsibilities Under This Agreement

3) CCRTA Responsibilities Under This Agreement

• CCRTA will provide the Contractor with all equipment, facilities (owned or leased), and operating funds for the operation of service.

• CCRTA is responsible for the cost of all expenses associated with the vehicles in revenue service and service-related vehicles.

• CCRTA is responsible for the cost of maintenance to the facility as well as recurring expenses associated with the operation of the facility such as utilities, insurance and repairs.

• CCRTA is responsible for facility improvements and vehicle acquisition capital costs.

3.1) Funds and Operating Expenses:

The contract between the CCRTA and the Contractor consists of an annual Management Fee that will be reimbursed in twelve (12) equal monthly installments for the Management services outlined in this RFP. All costs related to the salary and benefits of the General Manager and Assistant General Manager are NOT to be included in the Management Fee. These expenses will be itemized and invoiced by the Contractor and paid directly by CCRTA along with other payroll expenses. In addition, the CCRTA will reimburse the Management company monthly for costs incurred directly related to the operations of the contract, with prior approval required by the CCRTA. Payment processing for all other costs involved in the Operation of the Management company will be the responsibility of the CCRTA. Under the executed contract between the CCRTA and Management Company, the following operating expenses are either paid or reimbursed directly by the CCRTA:

• Operator Costs of the Transit System, as used herein, shall mean all costs and expenses incurred that are directly attributable to the operation of the Transit System, including:

§ All wages and other compensation due or payable to all personnel (inclusive of General Manager and Assistant General Manager) necessary to operate the Transit System

§ All fringe benefits, pension benefits, transmittal payments of employee payroll deductions § Any other benefits plan payments and related expenses pertaining to all personnel necessary for the operation of the Transit System (e.g. vacation and sick pay, payroll taxes and costs, social security taxes, property taxes, employee withholding taxes, and all other taxes pertaining to the operation of the Transit System)

§ Statutory workers’ compensation insurance coverage § Costs for accounting and record keeping, costs for any audits required by federal, state, local, or other governmental authorities with jurisdiction; Training costs, all costs associated with maintenance of the Transit System facilities, equipment, or vehicles, the cost of all tools, maintenance equipment, rental fees, utilities, association dues, insurance premiums, insurance deductibles, supplies, parts, computers and office supplies and equipment, fuel costs, lubricants, uninsured losses, all costs of compliance with legal requirements or government regulations and all other direct charges, costs, and expenses pertaining to or arising out of the operation of the Transit System.

• Operator Costs of the Transit System requiring preapproval before proceeding include: management company direct expense attorney fees, judgements, and settlements, safety reviews, labor negotiations, financial reviews, and special projects

• Supplemental Invoices: For those few invoices processed directly by Management Company for subsequent reimbursement, the Management Company is responsible for submitting invoices within 15 business days after the close of the prior month’s payment activity to the CCRTA, which will be reimbursed within ten business days.

Note: Payroll and related employee benefits (excluding the General Manager and Assistant General Manager, which the Management company is reimbursed on a monthly or more frequent basis) are paid directly by the CCRTA. Additionally, all invoice billings, with very few exceptions, are paid directly by the CCRTA. As a result, there is no advance cash “float” of any significance required by Management Company.

For an expense that is outside the ordinary, the CCRTA currently has a purchase requisition form that must be submitted by the Contractor for review by appropriate personnel of the CCRTA for approval prior to the purchase by the Contractor of such services or goods. All procurements by the Contractor must comply with FTA guidelines and require the prior review and approval of the CCRTA.

Section Four Management Company

Responsibilities Under this Contract

4.) MANAGEMENT COMPANY RESPONSIBILITIES UNDER THIS CONTRACT

4.1) Scope of Work Overview:

The Transit Management Company, including their selected operations subsidiary (if applicable), hereinafter referred to as “The Contractor,” shall provide oversight and direction to ensure operationally dependable, customer-friendly, fixed route services, on-demand services, and ADA services for passenger use in the most cost-effective manner. Furthermore, the Contractor will provide Management Services required by CCRTA and necessary for the efficient operation of service under policies, standards, and procedures, established by the CCRTA and in conformance with State and Federal regulations. Qualified Contractors must be capable of providing Management Services including, but not limited to the following:

A. Management Team:

As stated previously, it is the intention of the CCRTA to enter into a contract with the chosen Operating Company which includes the current Management Team. In the event that a bidder chooses to propose a change to the management team, a detailed alternate staffing plan, transition risk analysis, and justification should accompany their bid submission. Regardless of whether bids include the current team or propose a change, the General Manager and the Assistant General Manager will be directly employed by the Contractor but the costs of their employment will be reimbursed by the CCRTA outside the monthly management fee.

Any change to the General Manager and Assistant General Manager shall be subject to the prior written approval of the CCRTA Administrator. No appointment, replacement, reassignment, termination, material change in duties, or material change in compensation for either position may occur without prior written approval of the Administrator. CCRTA reserves the right to require removal or replacement of either position if, in the Administrator's judgment, performance, cooperation, responsiveness, leadership, safety culture, or alignment with CCRTA's mission is deficient.

The Contractor and their resident management team will be responsible for management of the following:

1) The Contractor will be responsible for all corporate taxes, fees, and administrative expenses of the company not directly related to the operation (as an example but not limited to, corporate income taxes and the preparation of corporate tax returns).

2) Oversight of the CCRTA fleet and leased facilities, including scheduling, routing and performance monitoring, supervision of all operations, office personnel, fleet maintenance, computerized scheduling and dispatching, automatic vehicle locators, mobile data computers, smart card/magnetic stripe readers, and special projects and all service related thereto.

3) Oversight of all personnel related services, consisting of employee hiring, firing, discipline, training, efficient deployment, safety, compensation, all tasks associated with union and labor issues, and all actions related to EEO/AA, Title VI, ADA, DBE and FTA Drug and Alcohol requirements. The Contractor is required to employ the existing employees, as necessary, in accordance with FTA 5333(b) and covered union contracts directly or through a third-party company.

Note: Managerial staff is not covered by collective bargaining however, decisions about hiring and firing must be approved by the CCRTA Administrator.

4) Provide financial management oversight and direction consisting of procurement/purchasing, billing, budgeting, forecasting, performance monitoring, planning, compliance with federal, state, and local regulations, and preparation of reports as necessary.

5) Reporting and compliance requirements for Federal and State oversight agencies are significant.

The Management Company will be required to provide oversight and direction of all data required to satisfy this obligation including changes which may occur to the requirements in the future years of the contract.

4.2) Additional Responsibilities

• Assisting CCRTA in carrying out the functions of transit planning, marketing, real estate management, equipment and building utilization and maintenance, safety and security, Intelligent Transportation System (ITS) management and design, routes, scheduling, fares, service standards, purchasing, accounting, budgeting, safety, insurance and claims, public relations, equipment selection, grant applications, and all other normal managerial functions reasonably required in the day to day operation of the Transit System o Note: Employee selection and training, employee relations, labor negotiations (excluding interest arbitration), shall be the responsibility of the current Operating Management Team

• Employment, supervision, hiring, and training of all personnel (including Drivers, Dispatchers, Schedulers, Supervisors, Clerks, and Maintenance personnel)

• Supervision of fixed route and on-demand operations and dispatching of vans/buses

• Ensuring CCRTA equipment is maintained and repaired as needed.

• Assisting CCRTA in public relations and promotions

• Financial Management, including preparation of budgets, analysis and report of financial and other matters pertaining to the operation of the services, as requested by CCRTA

• Negotiation support which provides expertise and supporting data both regionally and nationally for all union and non-union negotiations

• Submitting required reports, as deemed necessary by the Administrator

• Reporting monthly performance measurements (both State and Federal)

• Adhering to the CCRTA complaint resolution policy that meets ADA requirements (procedures must apply to all passengers) (See Attachment F)

• Ensuring that all of the Contractor’s staff undergoes training as outlined in this document and any other required CCRTA training

• Undertaking a minimum of bi-annual passenger surveys

• Complying with claims procedures, approved by the CCRTA

• Attending meetings, as necessary, and prepare informational reports, as requested by the CCRTA

• Performing any future work that the CCRTA undertakes, at the request of the CCRTA Administrator, in order to maximize the utilization of contracted CCRTA vehicles

• Recruiting and hiring Drivers, Dispatchers, Schedulers, Maintenance, and other such personnel as necessary for the operation and maintenance of the system and the delivery of the services o The Contractor shall test, interview, and train all successful applicants o The cost of on-boarding (advertisement, background checks including medical) all employees shall be the responsibility of the CCRTA through the supplemental monthly expenses.

• And such other work as may be necessary to comply with the requirements contained herein.

4.3) Customer Service and Communication Customer service of all CCRTA and Contractor employees is the first priority and must be carried out in all duties and responsibilities.

The Contractor will provide and manage Customer service related to the Contractor’s responsibilities, handle all Customer issues, and keep CCRTA apprised of all complaints and compliments. Services provided include, but are not limited to, telephone support, front desk support, participation in the satisfaction surveys, communicating holiday/snow schedules, providing on-board and in-person scheduling information, complaint and compliment feedback, lost-and-found, and monthly reports. Polite and compassionate demeanor from Call Takers, Schedulers, Dispatchers, Supervisors, and Drivers is required. The Contractor should have an annual assessment of each Scheduler and Dispatcher, using an accepted evaluation form.

The Contractor shall ensure that communications with Customers with disabilities are equal to or better than communications with Customers who do not have disabilities. The Contractor will work with CCRTA to maintain Customer communications in the following manner:

• Customer communications reservations for DART are from 8:00AM to 5:00PM Monday through Friday. A twenty-four (24) hour answering system to record Customer messages and to inform Customers of transportation options is available outside of regular service hours

• Telecommunications device for the deaf or other equally effective telecommunication systems, subject to prior approval, to communicate with hearing or speech impaired Customers

• Customer information in alternative formats (e.g. large print, other languages, etc.) when requested

• Communications capability from 8:00 a.m.-5:00 p.m. Monday through Saturday, except for all federal and state approved holidays, in order to receive and respond to telephone requests from agencies and/or Customers for Covered Services

• An emergency, after-hours management contact (e.g., cell phone or other agreed upon method)

The Contractor must ensure that all information regarding route changes, detours, bus breakdowns and other pertinent general information is transmitted to the Customer Service (Call) Center as well as the Hyannis Transportation Center in a timely manner. The Contractor must ensure that any and all information disseminated to Customers by any employee is consistent with CCRTA policy. The Contractor will assist the CCRTA with quality reports on daily/monthly phone volume, wait time on phone prior to answering Customer questions. This report will also be used to monitor ADA service compliance.

Passenger Complaints: The Contractor must comply with the CCRTA Complaint Resolution Policy. The Contractor shall provide CCRTA with responses to passenger complaints within two (2) working days upon receipt of a passenger complaint, after inserting the complaint into the designated complaint tracking software.

The Contractor is required to investigate the complaints and provide the results of the investigation. The Contractor is also required to indicate the steps to be taken to avoid the subsequent occurrence of similar complaints. As part of the feedback loop, a process to communicate the resolution to the Customer is required.

The Contractor is responsible for answering and keeping records of all complaints received. When appropriate, complaints should become part of an employee’s personnel file. Much of the CCRTA Complaint Resolution is directly required under various Federal statutes and bidders that are not familiar with these policies should review them to be sure they comply.

4.4) Fares

CCRTA’s fixed route and ADA paratransit operations are currently provided at no charge to all customers. This service is subsidized by grants from the Commonwealth of Massachusetts and sundry Federal grants which are subject to annual appropriations. In the event that subsidies change, bidders should know that this may change in the future. All CCRTA vehicles are equipped with fare collection equipment that can be operated in that event so no additional expense is expected for operating companies nor will they be considered.

On-Demand DART is arranged by route, with a base fare for each route and an extra charge for subsequent routes. The Boston Hospital Trip fare is $15 each way or $30 for a round trip. The Contractor will be responsible for collecting, handling, and transferring passenger fares to an armored car service with the assistance of a CCRTA employee. CCRTA manages the counting and record keeping of collected fares. The amount of all collected fares, and passes shall be analyzed and reported to CCRTA at least quarterly with the intent of flagging any anomalies. A detailed list of fares to be charged will be provided to the Contractor as part of the contract, designated by the CCRTA. The Contractor shall implement and collect the fares established by CCRTA. All revenues derived from the operation of the transit system shall be the property of the CCRTA. All revenue received shall be transferred to armored car service with the assistance of a CCRTA employee for deposit.

SmartDART (On-Demand service), collects all fares within the mobile app and no further action regarding fares need be taken by the Operator.

4.5) Facilities CCRTA will provide administrative, maintenance, and vehicle storage facilities. These facilities are currently located at 40 American Way, South Dennis, Massachusetts with some vehicles placed at the Hyannis Transportation Center. The Contractor will be responsible to work with CCRTA Facilities Manager to ensure that all maintenance necessary to keep CCRTA facilities in good working and continual order is performed. The cost of said maintenance shall be an expense of the CCRTA unless caused by circumstances within the control of the Operator.

4.6) Personnel Specifics The Contractor shall provide CCRTA annually with a Staffing Plan that clearly identifies the manner in which this Plan will satisfy the obligations set forth by the FTA and CCRTA under this contract. The Administrator will review and approve this staffing plan prior to implementation. The Contractor’s use of existing staff and the hiring of new staff must be in substantial compliance with the approved staffing plan. Any major changes proposed to the Staffing Plan over the course of the CCRTA fiscal year must first be approved by the Administrator. The Contractor will notify the Administrator of all contemplated hiring and firing of personnel, who reserves the right to accept or reject such personnel actions.

The Contractor shall utilize personnel necessary for providing the services in accordance with Massachusetts General Laws Chapter 161B and applicable federal and state law.

The Contractor and its agents and employees will comply with all equal opportunity, anti-harassment, and drug and alcohol-free workplace requirements. The Contractor’s agents and employees who violate these policies are to be removed from work on this Contract.

The Contractor shall comply with the requirements of employee liability, worker’s compensation, unemployment insurance, Social Security, Americans with Disabilities Act (ADA), and all other applicable federal, state, and local laws.

It is expressly understood that the Contractor, including its agents and employees, will be providing services to the CCRTA as an Independent Contractor for the CCRTA, and neither the Contractor nor any of its agents or employees will be an employee or agent of the CCRTA. All liability to persons actually performing services related to wages or any other compensation shall be the sole responsibility of the Contractor. The Contractor shall furnish the Administrator a list of all employees on a bi-annual basis, including names, titles, and salaries.

The Contractor must obtain a National Criminal Records (CORI) Check and statement, a Registry of Motor Vehicle (RMV) Report and provide Proof of Insurability for all employees. All Drivers and Maintenance personnel must have a valid Massachusetts Driver’s License and at least three (3) years driving experience. This report must be updated annually. The look-back period should be ten (10) years. At a minimum, any records from the RMV that includes any of the following violations would necessitate termination:

• Driving under the influence of alcohol or drugs/driving while intoxicated

• Reckless driving/driving to endanger

• Leaving the scene of an accident

• Driving without a license and/or insurance

• Driving with a suspended license

• Any record with multiple or repeated violations

The Contractor must exercise discretion in determining the appropriateness of any employee whose report indicates any violation. Should the Contractor decide to waive reported violation(s), the Contractor must document the decision in writing and forward to the CCRTA Administrator for approval.

The Contractor will comply with Massachusetts General Laws Chapter 6, Section 172C, as amended by the CORI Reform Act of 2010: Chapter 255 of the Acts of 2010. Contractor employees must not maintain any of the following offenses:

• Conviction of committing a felony constituting a crime, which involves the use of force or violence

• Conviction of committing the crime of manufacturing, distributing or dispensing any controlled substance that are unlawful or the crime of possession of a controlled substance or the crime of possession with intent to manufacture, distribute or dispense a controlled substance

• Conviction of committing the crime of rape, performing an unnatural act, sodomy, indecent assault or battery, or the crime of attempting any of the above offenses

• Charged with committing any felony listed above and is either awaiting trial or has been defaulted by the court

• Separated from residential placement within a period of six months

4.7) Interaction with CCRTA Personnel:

The Management Staff shall coordinate closely with CCRTA personnel on project and operating status.

Representatives of the Contractor shall attend a quarterly CCRTA meeting, at least once annually in person, as required by the Administrator. CCRTA shall be informed of situations, occurrences, and conditions that call particular public attention to the service, such as unusual complaints, media inquiries, disciplinary actions, and the like. CCRTA expects the Contractor to make ongoing checks to:

• Evaluate performance

• Check conformance to route schedules, and on-time performance

• Validate ridership data, among other things

• Assess Customer Service Satisfaction

• Assess Fare-Handling Procedures where appropriate

• Oversee vehicle maintenance, repairs, and cleanliness

• Oversee Vehicle Operation

4.8) Managers:

The Contractor shall oversee the Management Staff's efficient operation of the transit system. The Management of the transit system shall be the Management Staff’s sole responsibility and full-time job.

4.9) Supervision for Fixed Route, ADA, DART, SmartDART and BHT:

The Contractor shall ensure that field supervisors provide continuous daily street supervision of the services, including the monitoring of schedule adherence, on-street operation, cleanliness of bus shelters, and on-route compliance. Supervision must include conducting ride checks (on-board) to ensure operator adherence to prescribed procedures, such as fare collection when applicable, and on-time-performance. Supervision will also include location of bus stops, inspecting bus shelters, safety issues, special events and services, and preliminary investigation of accidents and incidents. The Contractor shall use CCRTA approved software to monitor Driver, Scheduler, and Dispatcher performance.

Scheduler/Dispatch/Radio Control: For all services, the Contractor shall ensure that Schedulers, Dispatchers, and Radio Monitoring personnel provide effective Driver/vehicle assignments and prompt responses to Driver and/or vehicle problems that could impact the provision of services. The Contractor shall implement training requirements in keeping with industry standards.

Schedulers and Dispatchers must have a working knowledge of the CCRTA authorized scheduling software and be able to perform scheduling and dispatching duties in a timely manner. All service will be scheduled in such a manner as to enable as many passengers as possible to utilize the vehicles at the same time so that there may be as many shared rides as possible. Consideration must be exercised, regarding excessive ride time. Violations and errors must be fixed immediately.

4.10) Drivers:

The Contractor will be responsible for the training and supervision of all Drivers.

• Drivers must adhere to the following regulations as amended from time to time:

o Vehicles shall be operated in a safe manner, conforming to all applicable laws o While on duty, an employee will not purchase, consume, have in their possession or be under the influence of any prescription or non-prescription narcotic, intoxicant or drug that may impair work performance, as required by the Federal Drug and Alcohol regulations o All passenger stops will be made in specific locations and in safe manner o Drivers are required to announce all stops o An employee will be responsible for keeping his/her vehicle in a clean and sanitary condition, during his/her shift o Pre and post-trip vehicle inspections shall be performed daily on all vehicles in operation o Employees are responsible for reporting any defects they believe their assigned vehicle may have to their supervisor, as soon as possible o Employees may use vehicles only in accordance with their assigned duties o Employees must conduct themselves in a courteous and friendly manner at all times o For fixed route service, proper destination signs must be displayed, while a vehicle is in service.

While not in service, the destination sign reading Not in Service, Out of Service, or Garage must be displayed o For fixed route service, employees providing service must travel over prescribed routes and must maintain time schedules, to the extent that they are reasonably able to do so. If it becomes necessary to go off-route, or if a mistake is made in driving a route, the employee must notify his/her supervisor immediately o Gratuities of any kind or from any source shall not be accepted by any employee of the Contractor o Drivers and Dispatchers shall have a thorough and up-to-date working knowledge of CCRTA’s public transit system o Cell phone use on CCRTA vehicles by employees is prohibited o Ensure that no smoking or use of other tobacco product, eating and/or drinking in vehicles is permitted by the passengers or Drivers

• Appearance Standards:

o Uniforms must be worn by Drivers, Supervisors, Trainers, and Maintenance employees at all times when on duty. CCRTA recognizes that appearance is a critical component of good customer service and expects the Contractor to actively enforce a dress and appearance code, subject to prior approval of the Administrator. The uniform requirement for Drivers is detailed in the labor contract.

• Public Information Policy:

o CCRTA shall be the exclusive public media spokesman in connection with all CCRTA-funded transportation services. The Contractor must ensure that all media inquiries be referred to CCRTA.

Any verbal or written comments being made to the media by any employee of the Contractor must first be approved by the Administrator.

• Safety:

o The Contractor must ensure that Drivers conduct themselves with regard for the passengers’ safety and comfort.

o Drivers shall:

§ Have received and passed all training requirements and programs § Keep all information regarding any accident confidential. Employees will only speak to police, or to Supervisors or claims and legal personnel of the Contractor and/or CCRTA, regarding any such accident § The Contractor shall institute an ongoing Driver safety award program, approved by the CCRTA

• In-Service Training:

o The Contractor shall provide specialized training for Drivers, when warranted, or when new features are added to the bus (i.e. bike racks, farebox), and periodic training for proper wheelchair lift operation and proper wheelchair tie down procedures. Drivers shall receive re-training when they return to duty after being out more than thirty (30) days. As incidents or accidents occur, Drivers should receive specific training that addresses the prevention of such incidents or accidents.