Rider 101 – Scope of Work Shuttle Services RFP

A. General The University of Texas at MD Anderson Cancer Center (MD Anderson) is seeking a qualified Contractor to provide shuttle bus services consisting of all aspects of shuttle operation including, but not limited to, bus provision, staffing, fueling, tracking system, and reporting. The requirements, specifications and requests for information to be provided by Contractor in the delivery of the service are set forth below

1. Current Services, Ridership and Hours of Operation During the term of this Agreement, Contractor will provide shuttle services for MD Anderson throughout the campus and around the Texas Medical Center (TMC).

The shuttle bus system currently operates five (5) fixed routes and a By Request Shuttle:

• Patient (P1 and P2)

• Research (R1 and R2)

• Administrative (A1 and A2)

• Direct North

• Campus Connect

• By Request Shuttle.

All shuttles operate five (5) days a week, Monday through Friday, with the exception of MD Anderson observed holidays. Current routes and the estimated hours for this contract are included below. FY26 observed holidays are included in Attachment 1. An updated holiday list will be provided to the Contractor before the start of each new fiscal year.

Patient Route Research Route Administrative Route Direct North Campus Connect

Main Building SCRB 1/2 1MC Fannin Tower (FT) SCRB 4

1515 Holcombe Blvd, Houston, TX 77030

7455 Fannin St, Houston, TX 77054

7007 Bertner Ave, Houston, TX 77030

6624 Fannin St.

Houston, TX, 77030

1901 East Rd, Houston, TX 77054

May’s Clinic SCRB 4 Pickens (PAT) FHB 1MC 1220 Holcombe Blvd, Houston, TX, 77030

1901 East Rd, Houston, TX 77054

1400 Pressler St, Houston, TX 77030

6900 Fannin Street, Houston, TX, 77030

7007 Bertner Ave, Houston, TX 77030

Radiology Outpatient Center

(ROC)

1MC Pavilion/Main Duncan Building (CPB) Pickens (PAT)

1700 Holcombe Blvd, Houston, TX, 77030

7007 Bertner Ave, Houston, TX 77030

1515 Holcombe Blvd, Houston, TX 77030

1155 Pressler St, Houston, TX, 77030

1400 Pressler St, Houston, TX 77030

Hospitality Building (HOSP) BSRB LSP Pickens (PAT) Pavilion/Main

7300 Bertner Ave, Houston, TX, 77030

6767 Bertner Ave, Houston, TX 77030

2130 W Holcombe Blvd, Houston, TX

1400 Pressler St, Houston, TX 77030

1515 Holcombe Blvd, Houston, TX 77030

Proton Therapy Center (PTC) Zayed SCRB 4 1840 Old Spanish Trail, Houston, TX, 77054

6565 MD Anderson Blvd, Houston, TX 77030

1901 East Rd, Houston, TX 77054

SCRB3

1881 East Rd.

Houston, TX 77054

Contractor shall ensure the following:

a) At the start of the service all buses are expected to be spread out evenly along the assigned routes to ensure headways do not exceed 15 minutes. Buses are expected to be at the first stop (not at the same stop) at the time service begins.

b) Contractor shall monitor the routes throughout the day and make corrections as necessary to ensure that buses do not go off route or off-line and that 15 minute or less headways are maintained.

Contractor should have enough staff to deliver consistent service throughout each day. Lunches and breaks need to be covered to ensure buses are constantly on route (see Section B.9.vii).

MD Anderson reserves the right to establish the shuttle routes and to modify existing routes in any way including, but not limited to, route alterations, route frequency, time, duration of service and/or request “services as needed”.

Any potential cost impacts to personnel and buses, will be agreed upon in writing in advance by both parties.

Below is a chart of Estimated Service Hours and number of buses per route.

2. Special Assignments Contractor shall provide shuttle bus services for Special Assignment requests made by MD Anderson departments, based on staffing and shuttle bus availability. Special services will be provided at the specified hourly cost as set in Rider 102. The Contractor should include a minimum number of service hours for a special assignment charter. This service may include weekends, holidays, and evenings, and is not limited to the Texas Medical Center.

B. Requirements Contractor must always meet each of the following minimum qualification requirements during the term of this Agreement:

1. Contractor shall provide and operate a minimum of 16 new propane powered transit style shuttle buses that are model year 2025 or newer in support of the Agreement. All shuttle buses will be the same make and model to ensure uniformity of the fleet. At least four (4) of the shuttles will be 30 passenger transit style shuttles; the remaining shuttles should be twenty (20) passenger shuttles. Contractor will be responsible for ensuring that all vehicles are American with Disabilities Act (ADA) compliant at all times during the Agreement term. MD Anderson has the right to approve or disapprove of any buses used by Contractor prior to purchase by Contractor under this Agreement. As part of the approval process, Contractor must justify and support the size and number of buses it wishes to use to perform the services. At no time during this agreement will Contractor operate vehicles that are over 7 years old.

2. Contractor shall provide all communication devices for the buses and staff to ensure the delivery of the service. At no time will shuttle drivers be allowed to use a cellphone while on route. If radios are used, two radios will be provided to MD Anderson for shuttle services communication.

3. Contractor shall provide the shuttle bus service at the hours of operation and on the routes as stated in Section A.1. MD Anderson will pay for the operational hours of each of the shuttle buses while in service only. Hours are verified through the GPS system.

4. Contractor shall be a vehicle-for-hire operator and must obtain all required licenses and permits to operate the shuttle bus system set forth in the Agreement.

5. Contractor shall furnish all vehicle operators, mechanics, dispatchers, supervisors, administrative personnel, and other personnel services necessary for providing the transportation service in accordance with this contract. Operators of vehicles will be properly trained and licensed.

6. Contractor will begin provision of the shuttle bus service on the effective date of the Agreement or as designated by MD Anderson with a starter fleet of existing buses that are agreed upon by MD Anderson.

7. MD Anderson will provide all signage at the designated shuttle bus stops and monitors used for the interior arrival boards. It will be the responsibility of the Contractor to ensure that all signage is in place each day and that the interior display boards are working properly. Contractor will be required to report any signage or display board issues to MD Anderson daily.

8. Minimum Vehicle and Equipment Requirements

i. Vehicles. All route shuttles must comply with the American with Disabilities Act (ADA) requirements and capable of comfortably seating passengers in fully padded seats when a wheelchair patron is not aboard. All route shuttles must also be capable of comfortably seating a minimum of 17 passengers with a wheelchair in place.

ii. LED Shuttle Route Designation. Each vehicle will display in the front window and side an electronic sign that designates which Route is being run by that vehicle.

iii. Onboard monitors. All shuttle buses routes will have a monitor on board. Monitor will be used to display MD Anderson approved information as well as route information.

Operation currently uses 15” digital frames.

iv. Interior Lighting. All vehicles shall have adequate interior lighting, and a full range of front, side and rear electronic destination signs.

v. Clearance. All vehicles shall be less than one hundred thirty-two inches (132") in height to clear the height restrictions of all MDA stops.

vi. Seating Arrangements. Contractor will be required to provide buses with aisle seating arrangements. Seating is to be fully padded and vandal resistant transit seating. At no time will passengers be allowed to ride standing up.

vii. Equipment. All buses will be equipped with interior and exterior cameras, GPS and passenger counting technology. Upon request, MDA will have full access to all monitoring equipment with Contractor representative, and review shall not be unreasonably withheld.

Contractor is also required to provide radio communication devices for bus to base communication. These must be on all buses and used by all drivers.

viii. Global Positioning System (GPS) Requirement. All vehicles shall be equipped with a passenger count and GPS system in order to monitor and maintain route progress. The GPS system is to provide estimated arrival times for riders and assist the Contractor and MD Anderson in determining which routes are on schedule and which are late. The GPS system must provide timestamps whenever vehicles arrive and depart designated shuttle stop locations. The GPS System must provide exportable activity reports that detail arrival and departure times from shuttle stop locations. The GPS System must provide alerts for speeding and prolonged stops. The GPS System must be viewable via a website so that riders can see where a shuttle is at any time and provide estimated wait times per route and per stop. The GPS system must also be compatible with shuttle monitors located throughout MD Anderson at shuttle stops and must have a phone application.

Passenger count system will provide accurate counts on the number of passengers that enter and exit at every stop. Electronic system tied to the GPS is required.

Contractor shall provide MD Anderson staff with administrative access to the GPS and Passenger Count systems and any Application Program Interface (API) data associated with shuttles on MD Anderson routes which includes real-time and historical data from the on-board GPS system. MD Anderson must approve the contractors recommended GPS and Passenger Counting technology systems.

ix. Vehicle HVAC Unit. All vehicles shall have properly functioning HVAC systems. The air conditioning system shall be of sufficient size and capacity to maintain an inside constant temperature of 72 degrees Fahrenheit throughout the vehicle regardless of outside temperature and relative humidity. The heating system shall have proportional controls and be of sufficient capacity to maintain an inside constant temperature of 70 degrees Fahrenheit throughout the vehicle regardless of outside temperature. Failure of Contractor to provide a vehicle with a proper functioning HVAC system will result in an adjustment for performance as set forth in Rider 102. Because of the height restrictions, all vehicles' HVAC units will be required to be rear-mounted or must have a top mounted panel unit that does not exceed one hundred and thirty-two inches (132").

x. Spare Vehicles. Contractor will provide a spare vehicle for each bus that is not in service. If one bus is out for maintenance reasons, then one spare replacement vehicle will be required. If Contractor foresees at any time that buses will be out of service, then the Contractor must have the equivalent number of spare vehicles available. The spare vehicle does not have to be the same make and model of the buses specified in this Agreement; however, the spare vehicle must be of approximately equivalent size to the vehicle it is replacing and must meet all requirements set forth in Section B. If a spare vehicle does not meet the seating requirements of this Agreement, MD Anderson will not pay Contractor for any services it provides using that vehicle unless the number of shuttles is increased so that service does not suffer.

xi. Identification, Branding & Advertising. All vehicle branding must be approved by MD

Anderson. Any wraps, artwork or advertisements will need prior authorization in writing by the Director of Campus Services, or their designee. MD Anderson reserves the option to 'wrap' vehicles in Institution approved advertisements.

All vehicles, signage, and drivers' appearance in connection with transportation service provided under this Agreement shall conform to the color, design, graphics, and wording specifications established by MD Anderson. The Contractor will be responsible for displaying route signs on vehicles in a location that is easily readable by people outside the vehicle.

NOTE: Contractor must use the vehicles it provides under this Agreement only for this Agreement. Such vehicles (especially those displaying MD Anderson's logo, name, marks, etc.) are not to be used by Contractor for service on weekends, holidays, etc.

without permission of MD Anderson's Director of Campus Services or their designee.

xii. Business Continuity Plan. MD Anderson has created Job Action Sheets, in order to maintain the viability and integrity of the business and clinical operation in the event of a disaster. The Job Action Sheets will be followed by the Contractor to manage any situation that significantly disrupts critical, important, or marginal business functions that have been defined as a disaster. Critical functional areas have been identified to participate in this process and will continue to be addressed on an ongoing basis.

Transportation service providers are a key element to this process. MD Anderson will identify resources in the transportation industry that will allow the continuance of transportation services to employees and patients within this plan. MD Anderson will require the Contractor to provide employee names and emergency contact data that may be necessary during the event of an emergency. MD Anderson will not be obligated to pay for scheduled services for those days when the shuttle bus service is suspended because of Institutional closure during an Institutional declared emergency or disaster.

xiii. Office Cellphone. Contractor to provide a working cellphone number as a means of communication serving as backup for business continuity of the shuttle operation. The phone will be kept in the office.

9. Operators/Drivers Requirements Contractor will certify that all operators/drivers meet the following qualifications and standards:

i. Continuous possession of a valid Texas Commercial Driver's License for the past three

(3) years in compliance with applicable Texas laws and regulations (including Texas Government Code, Section 522 and Texas Administrative Code, Title 37, Chapter 16.).

Must hold the required license for Class B CDL with passenger endorsement to operate the shuttle bus.

ii. Must have an accident-free driving record for the last two (2) years, no more than two (2) traffic citations for moving violations in the past two (2) years, and no DWI or DUI convictions.

iii. No history of misdemeanor convictions (for purposes herein, misdemeanor convictions shall not include Class C [or equivalent level misdemeanors for states other than Texas] misdemeanor convictions that are greater than three years old, other than Class C misdemeanor convictions for theft or assault) or felony convictions and not currently be subjected to outstanding warrants or arrest.

iv. Must pass all drug screen tests with the Contractor's organization as well as background checks, TB Skin test and comply with any institutional mandatory vaccine requirements.

Contractor must conduct random drug tests on all staff and share results with the Institution. Contractor staff will be given an MD Anderson contractor badge which will be required to be worn while on property.

v. Driver must be able to read, write, and speak English

vi. All drivers are to wear a uniform furnished by the Contractor. MD Anderson will approve uniform. All drivers must adhere to MD Anderson's Campus Service’s Appearance Policy (see Attachment 2).

vii. Driver Breaks. All scheduled shuttle breaks and lunches need to occur at agreed upon locations based on routes. All vehicles not in service shall display an "Out of Service" message. Breaks may be taken only at stops designated with parking location(s) adequate for size and maneuverability for the shuttle bus fleet.

Contractor should have enough staff on site to cover any breaks or any deviation from route to avoid having shuttles “Out of Service”. MD Anderson expects consistent service at all times.

viii. Name Plates/Bus Number. Each driver that operates the vehicle will be required to display a name plate at the front of the vehicle above the windshield that has their name shown. In addition, each vehicle will display the vehicle number on the inside and outside of the vehicle. Placed in areas visible to riders.

ix. Wheelchair lift training. All drivers must have been trained in the proper use of the on-board wheelchair lift prior to going on route.

x. Biohazard training. All contractor employees must undergo biohazard training. MD

Anderson reserves the right to review training material.

xi. Bus drivers shall not engage in any activities that may distract the driver from operating the vehicle. Such activities may include but are not limited to use of cell phones, earbuds, headphones, iPods, texting, etc. while on duty, including via hands-free operations. In addition, smoking while on duty is not permitted. Even under an emergency scenario, the driver is responsible for the safety of their passengers and vehicle.

xii. Driver shall verify that everyone entering the bus is an MD Anderson employee by viewing the ID badge. Transportation will be denied for any individual who cannot provide an MD Anderson ID badge. In addition, there may be students or employees which may have ID badges for another institution that are allowed by MD Anderson. (A list of any other institution’s badges allowed will be provided to the Contractor). Transportation should be denied for any individual who has identification for another institution which is not authorized.

C. Service Requirements The following requirements will apply to the services to be provided by Contractor to MD Anderson:

1. Should service hours change at any point in time, Contractor will be notified at least one week in advance of such a change. MD Anderson reserves the right to request modified schedules which it deems appropriate in conjunction with the approved Holiday schedule (Attachment 1 of this Scope of Work) as published by MD Anderson.

2. Contractor shall furnish all supervision, personnel, passenger vehicles, materials, supplies, storage and maintenance facilities, tools, equipment, insurance, and incidentals as required to perform an operationally dependable public transportation service, equipped for maximum passenger comfort, and continually maintained and safely operated as described herein.

3. Spare vehicles must be placed into service within one (1) hour of the time that any vehicle must be removed from service for any reason. However, if Contractor does not place a spare vehicle into service within this one-hour response time requirement, then Contractor will be assessed an amount as set forth in Rider 102.

4. Contractor shall provide to MD Anderson by 8:00 AM each morning via email the following information:

• Daily schedule including bus numbers, routes, driver names and office staff schedules

• List of Special assignments (if any)

• Specify any route or monitor problems

5. Vehicle Appearance Standards

• Schedule and perform regular and routine preventive maintenance on the shuttle buses to ensure that all vehicles are operational, and that each vehicle will not experience any road failure.

• All vehicles shall be cleaned inside daily prior to being placed into service. Vehicle windows shall be washed at least two times per week. Vehicle exterior shall be washed at least twice a month. Vehicles interiors shall always be kept free of exhaust fumes and engine odors.

• All bus washing must be compliant with City of Houston water recapture protocols. No exceptions.

• Vehicle bodies, frames, and components shall be in sound condition and free of all damage.

Vehicles shall comply with safety and mechanical standards of all State, Federal, and local governments. All mechanical, electrical, and hydraulic systems shall be maintained in proper working condition at all times.

• Any vehicles used for providing Special Assignment Shuttle service should be washed and cleaned inside and out prior to the charter.

6. Programs, Schedules and Records The Contractor shall maintain the following programs, schedules, and records:

i. Contractor must have an established operator/driver safety program with a continuing goal of maintaining an accident-free company driving record. MD Anderson shall provide Contractor with written evidence of an unsafe act by a driver while driving an MD Anderson route or for any other cause which MD Anderson determines raises concerns about the safety of Contractor's performance under this Agreement. Upon receipt of such evidence, Contractor shall investigate and take immediate action if appropriate to halt such unsafe acts or resolve such concerns to ensure that Contractor's performance under this Agreement ensures safety.

ii. All training records during the term of the Agreement for new hires.

iii. Vehicle Preventative Maintenance Program (including scheduling and record keeping system).

iv. Operator/driver Safety Awareness Program (including the company's safety records for the past three (3) years.

Note: Documentation for the above programs, schedules, and records to be provided upon written request of MD Anderson within ten (10) working days after date of request.

7. Notices to the Contractor that impact service such as last-minute minor route changes or additional peak trips, shall be given in writing by MD Anderson to the Contractor's account within forty-eight (48) hours of verbal notice.

8. Hours: The parties anticipate that Contractor will perform 49,196 Service Hours (the "Projected Annual Hours") during each one-year period of this Agreement. However, at MD Anderson's discretion and direction, the actual number of Service Hours performed by Contractor during an Annual Period may differ from the Projected Annual Hours. Except as otherwise provided in this Agreement, MD Anderson will use its best efforts to (a) give the Contractor one (1) week notice when the number of Service Hours is to be increased or decreased, and (2) give the Contractor a minimum of sixty (60) days' notice in the event additional vehicles are required. The Contractor will be paid for actual service hours at the Hourly Rate set forth in Rider 102 of the Agreement.

i. Price Adjustments. Hourly charges will be adjusted as set forth in Rider 102 as a result of

Contractor's early, late and/or no service as determined by the reports provided by the Global Positioning System (GPS) system installed on every vehicle.

9. Marketing and Public Relations - MD Anderson shall furnish all printed materials required for marketing the shuttle service. MD Anderson will be the exclusive spokesperson in connection with transportation service, in consultation with Contractor when appropriate.

10. Inspection - MD Anderson may inspect the vehicles at any time. All determinations by MD

Anderson as to the appearance, cleanliness and condition of a vehicle shall be final; however, the Contractor shall not be relieved of its duty to maintain the vehicles in a safe and sound condition.

All vehicles must be approved by MD Anderson prior to initiation of service.

11. Personnel - The Contractor shall furnish all vehicle operators/drivers, mechanics, dispatchers, supervisors, administrative personnel, and other personnel services necessary for providing the transportation service in accordance with this Agreement. Operators/drivers of vehicles will be properly trained and licensed. Contractor must have enough staff to have office and phone coverage during operating hours.

Supervision - Contractor will provide an on-site manager, who has at least three years' experience managing a shuttle program, who is responsible for the daily supervision of the services. MD Anderson may identify issues or concerns with the manager assigned by the Contractor, and the manager will expeditiously act to resolve all such issues or concerns so that its performance of the services under this Agreement is not affected. The manager’s responsibilities will include, but are not limited to, monitoring schedule adherence, reporting and investigation of reckless operation, and on-time route compliance. This supervision will include conducting ride checks (on-board) to ensure operator adherence to procedures (i.e., ID Badge verification, driver safety and passenger relations). The manager will be expected to address employee and service performance immediately and correct the issue immediately. The manager will also be responsible for responding to and investigating any and all accidents. MD Anderson reserves the right to conduct similar investigations, and adherence checks of its own without notice to ensure Contractor's compliance with the terms of this Agreement. Manager will need to be reachable during daily operations and in times of emergency. Manager will need to check in with the designated MD Anderson Manager or designee daily to provide updates regarding service issues.

After normal business hours, the manager must be accessible to MD Anderson by means of cellphone or email. In case of an emergency, the Contractor’s manager must respond within 30 minutes after MD Anderson makes or attempts to make contact. The manager shall devote their workday time exclusively to MD Anderson's shuttle operations and is expected to be on-site each morning. The manager will perform on-going inspections to ensure a high level of performance and work practices on the part of the Contractor.

In addition to the on-site Manager, contractor will provide at least one Assistant Manager, a dispatcher and a Supervisor. These positions will devote their workday time exclusively to MD Anderson's shuttle operations and are expected to be on-site.

12. Fuel - Contractor will invoice fuel charges in a separate invoice, along with supporting documents, monthly to MD Anderson. MD Anderson will pay actual fuel charges each month per supporting documentation. It is MD Anderson’s expectation that the buses will run on propane, and that MD Anderson will reimburse Contractor for 100% of the fuel cost with no markups allowed. At no time shall gasoline use exceed 35% of the total gallons of fuel expense for a month.

13. Management; Office Space MD Anderson will allocate office space ("Office Space") and bus parking space on MD Anderson's property. Contractor shall employ management personnel for this Agreement who are qualified for the work. MD Anderson may identify to Contractor issues or concerns with the management personnel assigned by Contractor, and Contractor will expeditiously act to resolve all such issues or concerns so that its performance of the services under this Agreement is not affected. The Contractor's representative shall have regularly scheduled meetings with MD Anderson and the designated Procurement Buyer.

14. Parking Space - MD Anderson will provide designated parking spaces for the shuttles free of charge. Each bus will be assigned an access card which the Contractor will be responsible for.

MD Anderson will also designate available employee parking for the Contractor staff. Contractors will use a gate access system to enter and exit the parking lot for staff parking. Contractor will be billed for staff parking monthly on a separate invoice through the MD Anderson’s Parking Department. Contractor will pay the going rate, per employee, for parking at this location. Current rate for parking at the Pawnee Warehouse Building is $53 per month.

15. Reports - Contractor shall provide and maintain the following reports:

• Daily Statistics: Contractor will provide MD Anderson with passenger count data and such other operating data as may reasonably be requested including but not limited to total daily number of boardings. Data will be provided by Contractor on a monthly basis by cumulative totals by hour and day.

• Weekly Status Report will be supplied by Contractor to MD Anderson on the daily statistics, and this report is due on the following Monday of the ending week of service.

• Monthly Status Report will be supplied by Contractor on weekly statistics and will be supplied to MD Anderson by the 4th business day of the following month. Both the weekly and monthly reports will provide boarding data by location, time, and date. This data will be used for the monthly metrics for the operation. In addition, MD Anderson will have access to all Contractor's system data and reports on a real time basis.

• Contractor will provide an On-Time Performance Report, Headway Report, Ridership Report and Lap Time Report based on information attained from the GPS system installed on each piece of transportation equipment. All reports will be supplied to MD Anderson with the Monthly Status Report and due by the 5th business day of the following month.

• Schedules - Schedules need to be approved by MD Anderson on a weekly basis.

• Invoices: Monthly invoices will be submitted to MD Anderson for approval based on the approved weekly schedules and applicable deductions. Once approved, Contractor will submit invoice to MD Anderson Accounts Payable for payment. Invoice submissions guidelines are outlined in Rider 116 Invoicing Requirements.

• Miscellaneous Data - Contractor shall provide such other miscellaneous data as MD Anderson reasonably request from time to time.

16. Additional Services - From time-to-time MD Anderson may request additional Special Assignment transportation services from the Contractor. These additional services will be provided by Contractor at the Hourly Rate set forth in Rider 102.

17. Performance Reviews

MD Anderson and the Contractor will conduct quarterly performance reviews of the shuttle bus operation. The Contractor will produce a written document for evaluation to include but not be limited to the following:

• Headway Times

• Passenger Counts

• Special Assignments

• Internal Mystery Shop Scores

• Loss of Service

• Complaints

18. Customer Service

The Contractor shall deliver professional, courteous and safe service at all times. Customer service performance will be monitored through complaint tracking, mystery rider evaluations, field observations, and passenger feedback surveys. Repeated failures shall require a corrective action plan. Contractor staff should attend Customer Service training, including Wheelchair lift and Safety training, at least twice per year.

Contractor must acknowledge customer complaints within one (1) business day and provide investigations results within three (3) business days.