EOI-100226 complete final.pdf

EOI 100226 Page 1 of 1 EOI Cover Page (10/02/26)

EXPRESSION OF INTEREST (EOI) 100226

CARE Plus and CARE On-Demand Mobility Services Network

EOI Responses Due: November 10, 2026, 3:00 p.m.

Meeting Requests from

Industry Due: November 12, 2026

Meetings with Industry: November 17th thru 20th , 2026

Point of Contact: Stephanie Renninger, (804) 474-9799 Contracts Administrator Stephanie.renninger@ridegrtc.com

NOTICE: Any further information or amendments to this EOI will be posted to the GRTC website under “Bid Opportunities” at: www.ridegrtc.com/business/procurement-bid-opportunities/.

Amendments will not be emailed or mailed to Bidders. It is respondent’s responsibility to check the GTRC website for any EOI changes during the solicitation response timeframe.

mailto:Stephanie.renninger@ridegrtc.com http://ridegrtc.com/ http://www.ridegrtc.com/business/procurement-bid-opportunities/

EOI 100226 Page 1 of 1 EOI Table of Contents (10/02/26)

EOI# 100226

TABLE OF CONTENTS

Introduction Expression of Interest (EOI) 100226 CARE Plus and CARE On-Demand Mobility Services Network

Section 1

REQUEST FOR EXPRESSION OF INTEREST (EOI)

AND BUSINESS APPROACHES RELATED TO CARE

PLUS AND CARE ON-DEMAND MOBILITY SERVICES

NETWORK

Section 2

EXPRESSION OF INTEREST (EOI) 100226 CARE

PLUS AND CARE ON-DEMAND MOBILITY SERVICES

NET WORK DRAFT SCOPE OF SERVICES

Confidentiality No information included in this document or in discussions connected to it may be disclosed to any other party during the information-gathering phase or the solicitation phase. Interested Parties shall not disclose to anyone, directly or indirectly, any information included in this document, or in discussions connected to it, or information accessed by Interested Parties, as a result of this request for expressions of interest (EOI) without the prior written consent of

GRTC.

Interested Parties understand that GRTC will comply with the Commonwealth of Virginia Public Information Act as interpreted by judicial opinions and opinions of the Attorney General of the Commonwealth of Virginia. Information, documentation, and other material in connection with this EOI and any resulting contract will be subject to public disclosure submitted pursuant to the Commonwealth of Virginia Public Information Act. All documents become the property of GRTC and may be subject to release to any requester under the provisions of the Commonwealth of Virginia Public Information Act. Each Interested Party is advised to consult with its legal counsel regarding disclosure issues and take the appropriate precautions to safeguard trade secrets or other proprietary information. GRTC assumes no obligation or responsibility relating to the disclosure or nondisclosure of information submitted by Interested Parties.

Purpose of the EOI

With this EOI, GRTC requests information regarding your company and your services. The same information will be gathered from different companies and will be used to create the future Request for Proposals (RFP) for CARE Plus and CARE On-Demand Mobility Services Network.

EOI Procedure

1. Industry Meetings:

Contact Stephanie Renninger via email at stephanie.renninger@ridegrtc.com_no later than November 12, 2026, if your firm would like to attend a one-on-one session with GRTC to discuss the draft scope of services and any other elements of this EOI. These sessions will be scheduled November 17, 2026 through November 20, 2026.

2. Request for Expression of Interest (EOI) and Business Approaches related to CARE Plus and CARE On-Demand Mobility Services Network. Please refer to the instructions outlined in Section 1 and submit your EOI response and Business Approaches related to CARE Plus and Care On-Demand Mobility Services Network no later than _November 10, 2026 by close of business.

Note: This is not a prerequisite to submitting a proposal for the anticipated RFP for CARE Plus and CARE On-Demand Mobility Services Network.

Timeline for EOI and Business Approaches Description Date

EOI posted on Beacon October 23, 2026

Request from potential proposers for meeting with GRTC November 12, 2026, 3:00 pm

Meetings with potential proposers November 17, 2026, through November 20, 2026

EOI Response due 3:00 p.m. Local Time (Richmond, VA) November 10, 2026

Draft Timeline for Request for Proposals (RFP) for CARE Plus and CARE On-Demand Mobility Services Network.

Services Description Date Issue RFP December 14, 2026

Pre-Proposal Conference January 5, 2027

Deadline for submission of proposals January 21, 2027 Oral Discussions/Presentations February 8, 2027, and February 9, 2027 Final Proposal Revisions Request (if required)

February 10, 2027

Award Decision March 2027 Board Award April 2027 Notice of Award April 2027 Mobilization May 2027

Background

a. GRTC is the primary public transportation provider for the Richmond region. The company is a not-for-profit public service corporation jointly owned by the City of Richmond and Chesterfield County. Currently, GRTC operates 35 local routes and 10 express routes (including extended express routes) that provide transit ser-vice within the City of Richmond, Henrico County, and a small portion of Chesterfield County – a service area that accounts for nearly 7.5 million passenger rides yearly. In combination with traditional fixed-route service, GRTC also operates a Bus Rapid Transit system, named “Pulse” which launched in late 2017.

GRTC provides additional transportation to the service area through ADA paratransit service, and vanpool and carpool development services. GRTC also operates a Bus Rapid Transit system, named “Pulse”, which opened in late 2017.

(b) GRTC is seeking expressions of interest from qualified and experienced firms to provide CARE Plus and CARE On-Demand Mobility Services Network, as described in Exhibit F, Scope of Services, Specifications and other documents in this EOI.

(c) The primary goal of this EOI is to seek industry input in developing a solicitation to establish a flexible, technology-enabled mobility network that provides safe, reliable, accessible, customer-focused transportation services while improving customer choice, operational efficiency, and cost effectiveness.

Cooperation

GRTC will consistently refine the service delivery process to ensure that the highest possible quality of service is provided. Given the nature of the resulting contract, GRTC is seeking firms that will bring a positive attitude and significant transit management expertise to the program.

GRTC intends to issue a Request for Proposals (RFP) on or about December 14, 2026, for CARE Plus and CARE On-Demand Mobility Services Network.

Section 1 – Request for Expression of Interest (EOI) and Business Approaches to CARE Plus and CARE On-Demand Mobility Services Network. Note: This is not a prerequisite to submitting a proposal for the anticipated RFP for CARE Plus and CARE On-Demand Mobility Services Network.

Section 2 – Draft Scope of Services

Contact Information If there are any questions regarding this EOI or the RFP process, please contact Stephanie Renninger at (804) 474-9799 or email at stephanie.renninger@ridegrtc.com.

This request for EOI is for information and planning purposes only and does not constitute a solicitation, nor is it to be construed as a commitment by GRTC. GRTC will consider many factors when preparing the scope of services for any future procurement. The information provided herein is for discussion and strategy purposes, GRTC reserves the right to change or cancel requirements or requested information at any time. Any resulting solicitation will be the subject of a separate procurement action. Responding to this EOI does not automatically guarantee any contractor or Contractor responding to this EOI will be chosen as the successful Contractor once the procurement is issued.

SECTION 1

REQUEST FOR EXPRESSION OF INTEREST (EOI)

AND BUSINESS APPROACHES RELATED TO

CARE PLUS and CARE On-Demand Mobility Services Network EOI 100226

I. REQUEST FOR EXPRESSION OF INTEREST (EOI)

GRTC requests that all parties interested in providing comment on the draft scope of services described in this EOI and in the attached documents including Section 2 – Draft Scope of Services, CARE Plus and CARE On-Demand Mobility Services Network submit to GRTC a written EOI. The EOI should include:

1. The name and location of your firm;

2. A brief statement of the firm’s expertise and experience. (Note: this is not a statement of qualifications. One page describing relevant experience and expertise is requested);

3. List of all subcontractors or joint venture members that are expected to be part of the proposing organization’s team.

II. REQUEST FOR BUSINESS APPROACH

GRTC also requests that interested parties submit to GRTC any ideas or concepts regarding an appropriate business approach to the work set forth herein and the delivery of services described in Section 2 – Draft Scope of Services, CARE Plus and CARE On-Demand Mobility Services Network.

GRTC is interested in utilizing the strengths and flexibility of the private sector to provide the most cost effective and efficient service possible. Through this EOI, GRTC is requesting information from industry representatives regarding the following:

1. Information (additions and/or modifications) regarding the operations and maintenance services set forth in Section 2 – Draft Scope of Services, CARE Plus and CARE On-Demand Mobility Services Network.

2. Ideas and information regarding the type of contract to be utilized and different approaches to compensation. GRTC currently intends to award a fixed price contract.

3. Alternative business models or approaches, or specific ideas for the information requested in Section 2 – Draft Scope of Services, CARE Plus and CARE On-Demand Mobility Services Network.

4. Alternative business models or approaches, or specific ideas for the overall structure of the business relationship for the services, including but not limited to:

a. Considerations on joint operational approach for both CARE Plus and CARE On-Demand.

b. Pricing Models

c. Any other alternative approaches to reduce costs, improve service, or increase efficiencies to any scope as defined within Section 2 – Draft Scope of Services, CARE Plus and CARE On-Demand Mobility Services Model.

5. Information regarding Scope of Services Gaps and/or Challenges that through your experience have caused inefficiencies in execution and performance.

a. Any other related information that you would like GRTC to be aware of and potentially include in the contract documents for all proposers.

Interested parties may submit comments and/or suggestions on any or all of the above items.

III. SUBMITTAL REQUIREMENTS

Interested parties should submit their Expression of Interest (EOI) and Business Approaches electronically through the designated procurement platform: Beacon Bid. No paper, email, or fax submissions will be accepted. EOI’s are time-date stamped when received via Beacon Bid (To be received) no later than 3:00 p.m., November 10, 2026.

If you have any questions regarding this EOI, please feel free to contact Stephanie Renninger, Contracts Administrator, at stephanie.renninger@ridegrtc.com.

mailto:stephanie.renninger@ridegrtc.com

SECTION 2

CARE PLUS AND CARE ON-DEMAND MOBILITY SERVICES NET WORK

DRAFT SCOPE OF SERVICES

SCOPE OF WORK

1. PURPOSE

The Greater Richmond Transit Company (GRTC) seeks proposals from qualified Transportation Network Companies (TNCs), mobility management companies, transportation brokers, accessible transportation providers, non-emergency medical transportation providers, and other qualified transportation providers to provide transportation services for CARE Plus and CARE On-Demand.

The purpose of this procurement is to establish a flexible, technology-enabled mobility network that provides safe, reliable, accessible, customer-focused transportation services while improving customer choice, operational efficiency, and cost effectiveness.

GRTC intends to procure these services separately from its ADA complementary paratransit operating contract.

The successful Contractor(s) shall provide transportation services, technology platforms, customer support, trip management, accessibility services, reporting, and related mobility services necessary to support the CARE Plus and CARE On-Demand programs.

2. PROGRAM DESCRIPTIONS

CARE Plus

CARE Plus provides transportation for eligible customers traveling to or from locations within the Greater Henrico area that are outside GRTC's ADA complementary paratransit service area.

CARE Plus is currently provided as a fare-free service to eligible customers.

CARE On-Demand

CARE On-Demand provides same-day transportation services for eligible customers.

The service operates under a fare structure established by GRTC and is intended to provide customers with a flexible mobility option through one or more participating transportation providers.

3. CONTRACT STRUCTURE

GRTC reserves the right to:

• Award contracts to one or more Offerors.

• Establish a network of approved providers.

• Award CARE Plus and CARE On-Demand separately or jointly.

• Allocate trips among providers.

• Allow customers to select among participating providers where operationally appropriate.

• Maintain a network that may include both FTA-compliant and non-FTA-compliant providers.

• Adjust service levels and trip allocations based on performance, funding, customer demand, and operational needs.

4. SCOPE OF SERVICES

The Contractor shall provide:

• Demand-response transportation services.

• Same-day transportation services.

• Scheduled transportation services.

• Ambulatory transportation.

• Wheelchair-accessible transportation.

• Reservation management.

• Customer support.

• Trip scheduling and dispatch.

• Trip monitoring.

• Eligibility verification services when requested by GRTC.

• Technology platforms necessary to administer service.

• Performance reporting.

• Invoice preparation and supporting documentation.

5. ACCESSIBILITY REQUIREMENTS

The Contractor shall provide transportation services that are accessible to individuals with disabilities.

At a minimum, the Contractor shall:

• Provide wheelchair-accessible transportation.

• Accommodate mobility devices.

• Maintain sufficient accessible transportation capacity.

• Train drivers in passenger assistance and accessibility requirements.

• Provide equivalent service quality for ambulatory and wheelchair-accessible passengers.

• Maintain policies prohibiting discrimination based upon disability.

Offerors shall identify:

• Wheelchair-accessible vehicle resources.

• Geographic availability of accessible service.

• Accessible trip response capabilities.

• Service delivery approach for mobility device users.

6. RESERVATIONS AND CUSTOMER ACCESS

The Contractor shall support trip requests through multiple channels including:

• Telephone reservations.

• Mobile application reservations.

• Web-based reservations.

• Other approved reservation methods.

Customers shall have access to:

• Trip requests.

• Trip confirmations.

• Trip status information.

• Estimated vehicle arrival information.

• Customer notifications.

• Trip cancellation functions.

• Customer support services.

7. TECHNOLOGY PLATFORM

The Contractor shall provide and maintain all technology necessary to operate the service.

The platform shall support:

• Reservation management.

• Scheduling.

• Trip assignment.

• Dispatch.

• GPS tracking.

• Customer communications.

• Electronic trip records.

• Billing.

• Performance reporting.

• Data export capabilities.

GRTC shall have access to operational and historical service data.

8. DRIVERS AND PERSONNEL

Drivers shall:

• Possess all required licenses and certifications.

• Successfully complete background screening requirements.

• Complete required training.

• Demonstrate safe driving practices.

• Provide courteous customer service.

Training shall include:

• Passenger assistance.

• Disability awareness.

• Wheelchair securement.

• Defensive driving.

• Customer service.

• Emergency procedures.

• Incident reporting.

• Technology usage.

9. DRUG AND ALCOHOL COMPLIANCE

GRTC intends to establish a mobility network that may include multiple transportation providers, including Transportation Network Companies (TNCs), mobility management companies, accessible transportation providers, transportation brokers, non-emergency medical transportation providers, and other qualified transportation entities.

At least one participating Contractor shall demonstrate compliance with all applicable Federal Transit Administration (FTA) drug and alcohol testing requirements, including 49 CFR Part 655, where applicable.

Offerors shall identify:

• Whether they are compliant with applicable FTA drug and alcohol testing requirements.

• Whether they provide wheelchair-accessible transportation services.

• Whether they propose to utilize subcontractors, affiliates, or partnering transportation providers.

• Any regulatory limitations associated with their proposed service model.

Offerors that are not independently compliant with applicable FTA drug and alcohol testing requirements may still submit proposals and may be considered for award.

GRTC may award contracts to multiple providers and reserves the right to assign trips based upon:

• Regulatory requirements;

• Accessibility requirements;

• Customer preference;

• Geographic coverage;

• Provider qualifications;

• Vehicle availability;

• Cost effectiveness;

• Service performance;

• Safety performance; and

• Other operational considerations.

At least one participating provider shall maintain sufficient operational capacity to provide service requiring compliance with applicable federal regulations.

Nothing in this Contract shall guarantee a minimum number of trips to any awarded Contractor. GRTC reserves the right to allocate, reallocate, increase, decrease, suspend, or redirect trips among participating providers based upon service requirements, contractor performance, compliance requirements, customer needs, and GRTC's determination of best value.

10. CUSTOMER SERVICE

The Contractor shall provide customer service support during all required service hours.

Customer service functions shall include:

• Reservations.

• Trip information.

• Trip status inquiries.

• Complaint management.

• Accessibility requests.

• Lost and found.

• Service recovery.

• Safety concern escalation.

11. HISTORICAL OPERATING DATA

GRTC will provide historical operating information to assist Offerors in developing operating plans and pricing proposals.

Historical information may include:

• Annual trip volumes.

• Monthly trip volumes.

• Average trip lengths.

• Maximum trip lengths.

• Trip origin and destination patterns.

• Ambulatory trip volumes.

• WAV trip volumes.

• Service demand by day and time period.

• Customer utilization patterns.

Historical information is provided for planning purposes only and does not constitute a guarantee of future demand.

12. FARES, SUBSIDIES, AND PRICING

CARE Plus

CARE Plus is currently provided as a fare-free service.

CARE On-Demand

Current customer fare structure:

Ambulatory Trips

• $7.00 passenger fare for trips up to six (6) miles.

• $1.15 per mile passenger charge for mileage beyond six (6) miles.

Wheelchair Accessible Trips

• $7.00 passenger fare for trips up to six (6) miles.

• $1.15 per mile passenger charge for mileage beyond six (6) miles.

GRTC reserves the right to modify fares, subsidies, eligibility requirements, and service policies during the contract term.

Pricing Proposal Requirements

Offerors shall submit complete pricing proposals identifying:

• Base trip charges.

• Mileage charges.

• Time-based charges.

• WAV charges.

• Cancellation fees.

• No-show fees.

• Administrative fees.

• Platform fees.

• Wait time fees.

• Tolls.

• Other surcharges.

Tolls

Offerors shall clearly identify any proposed toll charges.

GRTC prefers tolls and operating expenses be incorporated into proposed pricing.

If tolls are proposed separately, they must be specifically identified and separately itemized on invoices.

Required Pricing Table

For each service type:

• Base Trip Charge

• Per Mile Charge

• Per Minute Charge

• Minimum Trip Charge

• WAV Charge

• Cancellation Fee

• No-Show Fee

• Administrative/Platform Fee

• Toll Charges

• Other Fees

Trip Pricing Scenarios

Provide pricing for:

Ambulatory Trips

• 5, 10, 15, 20, 25, 30, 35, 40, 45, and 50 miles

WAV Trips

• 5, 10, 15, 20, 25, 30, 35, 40, 45, and 50 miles

For each scenario identify:

• Total Trip Cost

• Passenger Payment

• Amount Payable by GRTC

• Tolls

• Other Fees

Alternative Pricing Models

Offerors are encouraged to propose:

• Fixed-trip pricing

• Zone-based pricing

• Bundled pricing

• Monthly fixed-fee pricing

• Mobility wallet models

• Subscription models

• Other innovative pricing approaches

Offerors shall identify estimated annual costs associated with any alternative pricing model.

13. INTEGRATED SERVICE DELIVERY APPROACH

Scenario A – CARE Plus Only

Operating and pricing approach for CARE Plus as a standalone service.

Scenario B – CARE On-Demand Only

Operating and pricing approach for CARE On-Demand as a standalone service.

Scenario C – Integrated Service Delivery

Operating and pricing approach for providing both CARE Plus and CARE On-Demand through a coordinated mobility network.

Offerors shall describe:

• Shared vehicle utilization opportunities.

• Shared driver resources.

• Shared dispatching resources.

• Shared customer service resources.

• Shared technology platforms.

• Trip assignment methodology.

• Customer choice methodology.

• Accessibility management.

• Opportunities for operational efficiencies.

• Opportunities for improved customer experience.

Quantitative estimates of efficiencies are encouraged but not required.

14. PERFORMANCE MANAGEMENT

Performance measures may include:

• Trip acceptance rate.

• Trip completion rate.

• On-time pickup performance.

• Customer wait times.

• Complaint rates.

• Customer satisfaction.

• Accessible trip performance.

• Vehicle availability.

• Call center performance.

• Safety performance.

• Data accuracy.

Potential Performance Targets

• Trip Acceptance Rate: 95%

• Trip Completion Rate: 99%

• Trip Denial Rate: Less than 0.5%

• Missed Trips: Less than 1%

• 90% of calls answered within 60 seconds

• Complaint response within five (5) business days

15. REPORTING REQUIREMENTS

Monthly reporting shall include:

• Trips requested.

• Trips completed.

• Trips denied.

• Trips cancelled.

• Ambulatory trips.

• WAV trips.

• Passenger counts.

• Trip distances.

• Customer complaints.

• Safety incidents.

• Revenue collected.

• Subsidies provided.

• Contractor charges.

16. LIQUIDATED DAMAGES

Service Reliability

• Missed Trip: $100

• Missed WAV Trip: $250

• Trip Denial: $250

• WAV Trip Denial: $500

• Excessive Late Pickup (30+ minutes): $25

Customer Service

• Failure to Meet Call Center Standards: $250/month

• Failure to Investigate Complaint: $100 per occurrence

• Failure to Implement Corrective Action: $500 per occurrence

Safety & Compliance

• Failure to Report Incident: $500

• Failure to Report Major Safety Incident: $1,000

• Unqualified Driver in Service: $1,000

• Drug & Alcohol Compliance Violation: $2,500

Reporting

• Late Report: $100/day

• Materially Inaccurate Data: $500 per occurrence

Corrective Action

• Failure to Implement Corrective Action Plan: $1,000/day

17. PROPOSAL REQUIREMENTS

Offerors shall provide:

• Organizational qualifications.

• Relevant experience.

• Operating plan.

• CARE Plus approach.

• CARE On-Demand approach.

• Integrated service delivery approach.

• Accessibility plan.

• Customer service plan.

• Technology plan.

• Safety plan.

• Business continuity plan.

• Pricing proposal.

• Sample invoices.

• Reporting capabilities.

• Innovation recommendations.

• Assumptions utilized in developing the proposal.

18. DESIRED OUTCOME

GRTC seeks a customer-focused mobility network that leverages technology, accessibility, competition, customer choice, and innovative transportation solutions to provide CARE Plus and CARE On-Demand services safely, efficiently, and cost-effectively while allowing GRTC's ADA complementary paratransit contractor to focus on federally required ADA service.