CRM_RFP_SOW.pdf

Customer Relationship Management (CRM) Software Final Specifications

Attachment - A

Prepared for NEORide by Arcadis IBI November 6, 2023

Table of Contents

1 INTRODUCTION

1.1 PROJECT OVERVIEW

1.1.1 Background

1.1.2 Goals

1.1.3 Document Overview

2 BACKGROUND

2.1 NEORIDE BACKGROUND

2.2 OTHER RELEVANT NEORIDE INITIATIVES

2.2.1 EZfare

2.2.2 EZConnect/ Mobility Center

2.3 BACKGROUND ON PARTICIPATING AGENCIES

2.4 USE CASES FOR CRM SOFTWARE

2.5 TENTATIVE SCHEDULE

2.6 HIGH-LEVEL SYSTEM ARCHITECTURE

3 CRM REQUIREMENTS

3.1 INFRASTRUCTURE

3.1.1 Cloud-based Hosting

3.1.2 Cybersecurity

3.2 CRM FUNCTIONS

3.2.1 Unified Customer Database

3.2.2 Document Management

3.2.3 Record of Customer Communications

3.2.4 Assist with Customer Inquiry

3.2.5 Customer Ticket/Incident Management

3.2.6 Knowledge Management

3.2.7 Marketing Campaigns

3.2.8 Self-Service Website/App (optional)

4 IMPLEMENTATION SERVICES

4.1 GENERAL

4.2 PROJECT MANAGEMENT

4.3 DESIGN

4.4 CONFIGURATION AND TESTING

4.5 DOCUMENTATION AND TRAINING

5 SUPPORT SERVICES

5.1.1 Service Level Agreement

5.1.2 Technical Support

5.1.3 Failure to Meet Service Levels

5.1.4 Incident Reporting

5.1.5 Software Upgrades

5.1.6 Refresher Training

1 Introduction

1.1 Project Overview

1.1.1 Background

NEORide is releasing this request for proposal (RFP) to procure a customer relationship management (CRM) software to support its ongoing EZConnect and EZfare initiatives (see Section 2.2 for details). The CRM software is required to be a cloud-based product, delivered preferably using software- as- a- service (SaaS) model.

1.1.2 Goals

The key goals of the project are as follows:

• Improved customer mobility experience.

• Improved management and monitoring of services.

• Regional service interoperability.

1.1.3 Document Overview

The rest of the document is organized as follows:

• Section 2 provides background information on participating agencies.

• Section 3 lists technical requirements for the CRM software.

• Section 4 lists requirements for the system implementation.

• Section 5 provides requirements for support services.

2 Background

2.1 NEORide Background

NEORide serves as a council of governments (COG) that provides transportation-specific procurement services to its members. NEORide supplies regionally coordinated transportation solutions to partnered transit agencies. NEORIDE is designated as the grantee of all federal and state grants to support public transit within Ohio, Kentucky, Michigan, West Virgina, Indiana, Pennsylvania, and Arkansas. Currently, NEORide has 29 member agencies as of October 2023.

This procurement involves seven (7) of the NEORide member agencies and a background on agencies participating in this procurement is provided in Section 3.

2.2 Other Relevant NEORide Initiatives

NEORide has launched several projects that provide its members with innovative transportation solutions including the EZConnect-Mobility Center and EZfare electronic payments solution. Both projects aim to improve customer experience and promote regional coordination through enhanced interoperability.

2.2.1 EZfare

In 2019, NEORide partnered with Masabi to develop the regional mobile payment solution, EZfare. EZfare is a software as a service (SaaS) mobile ticketing platform that aims to improve customer satisfaction, efficiency, and regional coordination. Riders can use EZfare by purchasing tickets through the EZfare mobile app, the EZfare website, the EZfare trip planning applications (e.g., Transit App, the Moovit App).

Riders can also load value to their EZfare accounts by depositing cash at thousands of partner retail locations nationwide.

NEORide is currently in the final stages of selecting a vendor for the next generation EZfare platform.

2.2.2 EZConnect/ Mobility Center

NEORide, along with its agency and vendor partners, is implementing multi-agency/multi-state regional mobility centers (RMCs). These centers will serve as the information clearinghouse for customers and agencies delivering the services to those customers. These RMCs will function as physical and digital information hubs for a group of agencies in a region. Currently, the plan is to implement 2 such hubs as follows:

1. Northeast (NE) Ohio Hub: it will serve customers for 5 agencies in NE.

2. Southwest (SW) Ohio hub: it will serve customers for 3 agencies located in SW Ohio and Northern Kentucky.

The core components of the EZConnect platform are as follows:

1. An omni channel contact service as a service (CCaaS) solution to provide two-way voice services, text messaging, email and, chat capabilities. NEORide will deploy AWS Connect to meet CCaaS needs.

2. An integrated payments platform built on EZfare. Currently, Masabi is the provider but, as stated earlier, NEORide has a procurement underway for a next generation EZfare system.

3. A unified interface for planning, booking and payments. Currently, this is provided by Transit, moovit and Uber.

4. An integrated mobility platform for booking and managing all flexible and on-demand trips. This technology is currently provided by Via.

5. A CRM software for managing customer profile and communications, as required in this RFP.

2.3 Background on Participating Agencies

The following agencies are participating in this procurement:

Agency Location Services EZConnect Hub

Community Action Rural Transit System (CARTS)

Lisbon/ Columbiana County, OH

Demand response and microtransit NE Ohio

Stark Area Regional Transit Authority

(SARTA)

Canton/ Stark County, OH

Fixed route, ADA paratransit, demand response and microtransit (future)

NE Ohio

Trumbull County Transit (TCT)

Trumbull County, OH demand response and microtransit (future)

NE Ohio

Western Reserve Transit Authority

(WRTA)

Youngstown/ Mahoning County, OH

Fixed route, ADA paratransit, demand response and microtransit

NE Ohio

Southern Ohio Regional Transit Authority (SORTA)

Greater Cincinnati Area, OH

Fixed route, ADA paratransit, demand response and microtransit

SW Ohio

Butler County Regional Transit Authority (BCRTA)

Hamilton/ Butler County, OH

Fixed route, ADA paratransit, demand response and microtransit

SW Ohio

Transit Authority of Northern Kentucky

(TANK)

Ft. Wright, KY, Fixed route, ADA paratransit, demand response and microtransit

SW Ohio

2.4 Use Cases for CRM Software

The following use cases are envisioned for the CRM software:

1. Consolidate customer database from mobility and integrated payment platforms for all participating agencies.

2. Maintain a single record of all customer-facing communications as those are exchanged via the AWS CCaaS platform.

3. Provide the ability to query customer profile record.

4. Create and manage tickets in response to complains or comments from customers.

5. Run marketing campaigns.

6. Provide knowledge management features based on past communications with customers or relevant content as made available by NEORide and its member agencies.

2.5 Tentative Schedule

NEORide intends to deploy the CRM software by June 2024 for at least one of its EZConnect hubs.

2.6 High-level System Architecture

Figure 1 provides a high-level system architecture in the context of other NEORide systems.

Figure 1. System Architecture Diagram for CRM Software Use

3 CRM Requirements This section defines requirements for the CRM software as follows:

• Infrastructure: defines requirements for the cloud infrastructure for the vendor hosted solution

• CRM Functions: defines requirements for managing customer profile and communications.

• Integrations: defines requirements for integrations with external products.

3.1 Infrastructure

3.1.1 Cloud-based Hosting

1. The Contractor shall provide SaaS based model for providing the required functionality described in the scope of work.

2. The Contractor shall deliver and maintain at least two instances for each agency: test and production.

3. The Contractor shall make provisions for designated users at NEORide and Participating Agencies to test any new updates, patches, upgrades and configuration changes to the customer mobile application, and back-office system before being implemented in the production environment.

4. The Contractor shall be responsible for designing, configuring, delivering, installing, testing, and ensuring the availability of all required system functionality.

5. The system and services shall maintain 99.99% availability as measured on a rolling monthly and annual basis, excluding pre-approved system maintenance down time and issues with networks provided by other Contractors.

6. The Contractor shall test all updates, patches, upgrades, and configuration changes on Contractor's internal development environment prior to being implemented in the production environment. Reports of this testing shall be provided to NEORide and its Participating Agency upon request.

7. The Contractor shall provide provisions for NEORide and its Participating Agency to test any new updates, patches, upgrades, and configuration changes to system before being implemented.

8. The Contractor shall provide a Disaster Recovery Plan highlighting how continued functionality can be provided in a disaster scenario (e.g., failover, fallback, recovery point objective [RPO], and recovery time objective [RTO]).

9. The Contractor shall set-up the central system in redundant configuration by default.

10. The system shall automatically switch to geographically redundant secondary (failover) site in case the primary site is unavailable. A secondary (failover) site shall be available when the system goes into revenue service.

11. The system shall not lose any data when transitioning over from the primary to secondary site during a disaster induced failover or test, or when transition back from the secondary to primary site.

3.1.2 Cybersecurity

1. Vulnerabilities or exploits discovered by the Contractor or others shall be reported to NEORide and its

Participating Agencies immediately (within 1 [one] business day of identification of issue) with a proposed mitigation strategy and remediation plan with expected resolution dates.

2. Application security shall be provided in accordance with best practices identified in the National Institute of Standards and Technology (NIST) Cybersecurity Framework or an equivalent alternative published standard from a recognized security-standards body, if approved by NEORide and its Participating Agencies.

3. The Contractor shall inform NEORide and its Participating Agencies of any security breaches or data loss within 1 (one) business day of discovery of the incident.

4. The Contractor shall provide a detailed security incident response plan. The incident plan shall, at minimum, include the following:

a) Incident reporting process and how details of an incident will be communicated to NEORide and its Participating Agencies.

b) Incident reporting process and how the details of an incident will be communicated to the riders if deemed appropriate by NEORide and its Participating Agencies.

c) Process for reporting vulnerabilities or exploits discovered by the Contractor or others and include at minimum a proposed mitigation strategy and remediation plan with expected resolution dates.

5. The Contractor shall provide annual assurance statements of recertification and regulatory compliance delivered to NEORide’s Contract Liaison. The Contractor shall provide annual attestations of compliance program certifications relevant to the controls and security plan devised for the solution or system.

6. Solution or system and Contractor’s safeguards of the privacy of the Participating Agency and its customer data shall be documented in a system security plan that shall include:

a) Description of all customer data in accordance with Federal, State, and Local regulations.

b) Statements of purpose for the collection of personally identifiable information (PII).

c) Description of data quality and integrity checks that provide for validation and verification of

PII.

d) Description of data minimization and retention checks that ensure PII collected, used, and retained is relevant and necessary for the purpose for which it was originally collected.

7. The Contractor shall provide notice of a loss or suspected loss of privacy sensitive data to NEORide and its Participating Agency, within 24 hours of loss or suspected loss.

3.2 CRM Functions

3.2.1 Unified Customer Database

1. The CRM shall integrate with at least the following products to import customer records and maintain those profiles within the CRM database:

a. EZfare payment platform

b. Integrated Mobility Platform

c. Agency-owned another DRT system.

2. Each customer will be associated with a primary Participating Agency and the records for customers shall be organized as such.

3. The imported customer records shall contain at least the following data:

a. Name

b. Address

c. Age

d. Contact

e. Payment media

f. Primary Agency

g. Eligibility for an agency service

4. The Proposers shall describe the flexibility in their platform to create additional data fields to import data from existing customer databases.

5. Data shall be imported using an Application Programing Interface (API) provided by the third-party vendors.

6. Proposers shall describe capabilities in their platform to import customer data when APIs may not be available.

7. The import shall be conducted in an automated manner and the Contractor shall allow NEORide and Participating Agencies to verify the imported data.

8. The Contractor shall rectify any errors in any data flagged as inaccurate after the verification process is complete.

9. Once the import process is complete, customer profile data shall be considered read only.

a. NEORIde and Participating Agencies will consider the data stored in original systems (e.g., Mobility Platform, EZfare system) as master data.

b. NEORide and Participating Agencies will determine a process and coordinate with the Contractor to keep the customer data current in the CRM database.

3.2.2 Document Management

1. The CRM platform shall allow attaching a document related to a customer profile (e.g., customer-provided certificates/documents).

a. The platform shall accept documents in at least image and PDF formats.

b. Proposers shall describe any size limits associated the documents.

2. The CRM platform shall allow retrieval and download of these documents by authorized users.

3.2.3 Record of Customer Communications

1. The CRM platform shall natively integrate with AWS Connect services to provide a seamless communication experience using capabilities available with the CCaaS platform.

2. The Proposers shall describe the level of integration with other CCaaS platforms.

3. The CRM platform shall recognize the customer if the incoming call is from a phone number associated with an existing customer.

4. The CRM platform shall natively allow to directly communicate with a customer using one or more of the following methods: call, automated dial out, text, chat.

3.2.4 Assist with Customer Inquiry

1. The CRM platform shall search and retrieve information as associated in customer profile when requested so by an authorized user.

2. Access to PII shall be limited to only a select group of users as configured in the platform.

3. The CRM platform shall bring up previous communication (e.g., call, text, chat) records and incident logs associated with a customer when requested so by a user.

4. The Proposers shall describe any Generative AI based capabilities in their platform to assist with such inquiries.

3.2.5 Customer Ticket/Incident Management

1. The CRM platform shall allow creation of incidents/tickets based on a customer complaint or comment.

2. The CRM platform shall allow configuring of types of incidents within the platform that can be used to segment records. The key types of incidents are:

o Issues with rides o Issue with payments o Lost and found o General feedback for service improvements

3. The CRM platform shall provide a workflow management function to track a customer ticket from initiation to resolution.

4. The CRM platform shall allow assignment and reassignment of tickets to authorized users.

5. Users may belong to different departments within a Participating Agency or another Participating Agency.

6. In the event additional information is needed from a customer to resolve a ticket, the CRM platform shall allow a user to send a request directly using one of the communication methods using the CCaaS platform.

7. The Customer shall be able to respond directly to the method of communication and the platform shall recognize the response and update the records where such automation is possible.

8. Once a ticket is resolved, the CRM platform shall allow communicating the status to the customer using of the methods via the CCaaS platform.

3.2.6 Knowledge Management

1. The CRM platform shall provide the capability to create a scenario database using the record from past communications with customers.

2. The CRM platform shall allow NEORide and Participating Agencies to create other content that can be used for assisting customer service representatives (CSRs) in responding to customer queries.

3. The Proposers shall describe any AI capabilities available in the platform to assist CSRs in identifying appropriate content.

3.2.7 Marketing Campaigns

1. The CRM platform shall allow creating and communicating promotional content natively within with CRM platform.

2. The CRM platform shall allow receiving feedback directly from customers for a campaign content.

3. The platform shall allow creating a ticket based on customer feedback.

3.2.8 Reporting

Proposers shall escribe reporting capabilities available within their platform.

3.2.9 Self-Service Website/App (optional)

The Proposers shall describe the capability to offer self-service options within their platform for communicating with customers.

4 Implementation Services

4.1 General

1. The Contractor shall be present in-person for the project meetings. Virtual meeting may be acceptable if confirmed by NEORide and the Participating Agency.

4.2 Project Management

1. The Contractor shall prepare a Project Management Plan (PMP), describing the approach to delivering and making operational the system for the Participating Agency. The PMP shall include the following at minimum:

a) Identification of functionality and features required to be operational such that the system can be placed into revenue service.

b) Design process and timing.

c) Testing and acceptance process and timing.

d) Software development and feature rollout plan.

e) Consolidated project schedule in Microsoft Project or similar format incorporating all of the above and current progress on each.

f) A risk register identifying and quantifying project risks and risk mitigation plans.

2. The PMP shall be updated at least monthly.

3. The Contractor shall host and participate in regular bi-weekly meetings with NEORide and each of its agencies.

4. The Contractor shall provide the agenda for these meetings. Agenda for these meetings will primarily be to review open actions and high priority risks.

5. The Contractor shall provide detailed meeting notes and actions within two (2) days of each meetings

4.3 Design

1. The Contractor shall submit the Design Review Document (DRD) which shall include the following material:

a) Overview of the system and configuration proposed for implementation for all NEORide and Participating Agency choosing to deploy the system.

b) Detailed technical documentation on the software, addressing the functions of each module, the format of all user interface screens, the format of all reports, the data fields to be included in all data exchange interfaces and any other software aspects warranting advance agreement with the deploying agency prior to the system configuration/customization.

c) Network and system user access level configurations.

d) Data conversion and procedures.

2. DRD shall be common for all agencies describing the common system design and functionality.

3. The Contractor shall update the DRD based on Agency feedback and provide a list of configurations by Agency before the DRD is finalized.

4. NEORide and its Participating Agency shall require sign-off of the design before implementation pAttacroceeds.

4.4 Configuration and Testing

1. Stages of testing specific to each agency deployment shall include the following

a) Sandbox Testing

b) User Acceptance Testing (SAT)

2. The Contractor shall define Acceptance Test Procedures (ATPs) to be followed for each test stage.

ATPs shall be approved by the Participating Agency before testing each stage.

3. Sandbox testing shall include testing of the system in a test environment using past or simulation data and configuring system parameters.

4. UAT shall include testing system functionality in production.

5. All stages of testing shall be completed for each Participating Agency deploying the system.

6. The Contractor shall provide written Test Results Documentation (TRD) for each stage of testing, including results of each test and a summary of deficiencies to be resolved.

7. TRD shall be approved by Participating Agency deploying the system before Test Stage Completion is granted.

8. NEORide and the Participating Agency may authorize proceeding to the next testing stage with certain deficiencies not yet resolved after action plan is provided to resolve outstanding issues from a test stage.

9. Final System Acceptance shall be granted for an Agency deployment when:

a) All required equipment, systems, and services required to implement the system have been provided.

b) All functionality is available and demonstrated (i.e., all contract requirements have been validated to the satisfaction of NEORide and the Participating Agency.

c) All training is completed.

d) All required documents are submitted.

e) All testing is completed, signed off by NEORide or the Participating Agency.

f) All issues noted in the deficiency list have been addressed.

4.5 Documentation and Training

1. The Contractors shall provide training materials that are accessible online and are available on-demand without any additional cost.

2. The Contractor shall provide online training videos.

3. NEORide and the Participating Agency reserve the right to record all training sessions.

4. The Contractor shall provide training courses for the following stakeholders:

a) Agency dispatchers.

b) Agency drivers and supervisors.

c) Agency customer service representatives.

d) Agency system administrators.

e) Agency executive and management staff.

f) EZConnect Mobility Center staff.

g) NEORide staff.

5. Every Participating Agency deploying the system will receive separate training sessions designed for the system deployed at the agency.

6. NEORide and the Participating Agency shall have the right to copy and reproduce the training materials as needed.

7. The Contractor shall provide a training plan for each of the Participating Agencies deploying the system. The following topics shall be included in the Training Plan for each training session at each agency, at a minimum:

a) Course objectives.

b) Topics to be covered.

c) Time required to complete each course.

d) Suggested attendees.

e) Resources required from NEORide and the Participating Agency.

f) Approach to follow-up training.

g) Any prerequisites for the course.

h) Approach to evaluating student learning and retention.

8. The Contractor shall provide all training materials for review to NEORide and the Participating Agency at least 2 weeks prior to any anticipated training.

9. The Contractor shall provide training for any new modules added to the system in the future.

10. The Contractor shall provide at least 2 refresher training sessions including all modules for each agency every year for the duration of the contract.

11. The Contractor shall provide annual IT security awareness and applicable role-based training to all concerned staff members.

5 Support Services

5.1.1 Service Level Agreement

The Service Level Agreement (SLA) shall be negotiated between the Contractor and NEORide / Participating Agencies before the project closeout. This forms the basis for support roles and responsibilities, reporting/response/resolution processes and timelines, and incident examples and criticality.

5.1.2 Technical Support

1. Contractor shall provide Participating Agencies with Maintenance and Support Services in accordance with the following table, which sets out the actions to be taken by Contractor and the Service Level applicable thereto in response to an Incident.

Table 1. SLA Requirements

Incident Priority

Action Service Level

High (i) contact NEORide and Participating Agency representatives by email or telephone; (ii) provide Contractor’s incident number to NEORide representatives by email and a short description of the Incident;

Within one (1) hour from reception of the Incident report from NEORide or Participating Agency with sufficient details or within one hour of discovery by Contractor.

Assign a member of Contractor personnel to either correct such confirmed High Priority Incident or to provide a reasonable workaround, and such assigned personnel shall contact NEORide and Participating Agency representatives

Within four (4) hours after the Incident report is submitted by NEORide or Participating Agency with sufficient details or within four (4) hours of discovery by Contractor.

(i) Escalate the correction efforts by assigning additional member(s) of Contractor personnel to the Incident correction until a correction or reasonable workaround is provided to Participating Agencies; and

(ii) Report on to NEORide and Participating Agency representatives on the progress of the correction and on when such High Priority Incident is expected to be corrected or reasonable workaround is expected to be provided.

Within one (1) day after the Incident report is submitted by NEORide or Participating Agency with sufficient details or within one

(1) day of discovery by Contractor.

Reports provided each day.

Medium (i) contact NEORide and Participating Agency representatives by email or telephone; (ii) provide Contractor’s incident number to NEORide representatives by email and a short description of the Incident;

Within one (1) Business Day after the Incident report is submitted by NEORide or Participating Agency with sufficient details or within one (1) Business Day of discovery by Contractor

Assign a member of Contractor personnel to either correct the Medium Priority Incident or provide a reasonable workaround.

Within one (1) Business Day after the Incident report is submitted by NEORide or Participating Agency with sufficient details or within one (1) Business Day of discovery by Contractor.

Low Correction of Low Priority Incident provided as part of a future Maintenance Release. If any Low Priority Incidents are reported in a calendar quarter, then Maintenance Releases shall be provided no later than the end of the following quarter.

2. The Contractor shall provide NEORide and Participating Agency with Maintenance Release(s) at no additional fees if the Agreement is in effect, and NEORide and its Participating Agency shall put into production such Maintenance Release(s) as soon as reasonably possible.

3. Maintenance and Support Services will be provided during Contractor’s Business Days and Business Hours for Medium and Low Priority Incidents, and twenty-four (24) hours per day, seven (7) days per week for High Priority Incidents.

5.1.3 Failure to Meet Service Levels

If Contractor commits a “High” Service Level Failure (as defined in Table 1), without limiting the other requirements set forth in this Agreement, Contractor will provide a financial credit refunded to NEORide to compensate NEORide for the reduced value of the Services actually provided by the Contractor (and not as a penalty or exclusive liquidated damages) (“Service Level Credit”).

The Service Level Credits are described in Table 2:

Table 2. Service Level Credits

Trigger Service Level Credit 5 or more Service Level Failures with respect to High Priority Incidents within one (1) calendar month period

20% of fees paid in the calendar month.

Less than 5 but more than 3 Service Level Failures with respect to High Priority Incidents within one (1) calendar month period

10% of fees paid in the calendar month

Less than 3 Service Level Failures with respect to High Priority Incidents within one (1) calendar month period

5% of fees paid in the calendar month

5.1.4 Incident Reporting

1. The Contractor shall provide a reliable method for telephone and web-based reporting of High Priority Incidents, available twenty-four (24) hours per day, seven (7) days per week, three hundred and sixty-five (365) days per year.

2. The Contractor shall provide a reliable method for reporting Medium and Low Priority Incidents via telephone during Contractor’s business hours, and via a web-based solution available twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year. The web-based solution should provide NEORide with an Incident tracking number and confirmation of receipt of the Incident report.

3. When reporting an Incident, NEORide will to the best of its ability, provide a detailed written description allowing the Contractor to reproduce the Incident. NEORide will also indicate to the Contractor the appropriate priority of the Incident (High, Medium, or Low). If no priority is indicated by NEORide, Contractor will determine which priority applies to the Incident according to the detailed description provided by NEORide and will inform NEORide accordingly. Either Party may ask to review the priority of the Incident by providing information justifying its reclassification.

5.1.5 Software Upgrades

1. Contractor shall make Software Upgrades to the Deliverables available to NEORide and its Participating Agencies at no additional licence fees. Software Upgrades shall be made available to NEORide and its Participating Agencies if this Maintenance SOW has remained in force between the parties without interruption since the original installation of the Deliverables and until the Software Upgrade is requested by NEORide and its Participating Agencies.

2. All required services (adaptations, configuration, installation, training, support, etc.) and travel expenses to implement the Software Upgrade will be charged at Contractor fees applying for the period when the services are provided. Maintenance and Support Fees may be adjusted at the acceptance date of the Software Upgrade to be in line with the value of services for the additional functionality delivered. If such Software Upgrades require additional charges due to third party licence fees, NEORide and its Participating Agencies shall be responsible for such charges. A Software Upgrade for which implementation services will be required from Contractor will be subject to a new Statement of Work to be entered into between the parties and such Statement of Work will address implementation fees charged by Contractor and any adjustment in Maintenance and Support Fees and any third-party licence fees.

5.1.6 Refresher Training

The Contractor shall provide optional pricing (base + yearly escalation %) for refresher training courses (e.g., system administrators, customer service representatives, planners, dispatchers, supervisors/operators) that NEORide and its Participating Agencies can exercise over the lifetime of the system. Please note that this refresher training requirement is beyond what is required in 4.5.