3/2/2026

Technical Requirements

OCC RFP

CITY OF PHOENIX – PUBLIC TRANSIT DEPARTMENT

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Table of Contents

Key Terms

General Requirements

1. Overview

2. Purpose

3. Standards Improper Use of Systems:

4. System Access Access Request Process How to Access?

Roles and Responsibilities:

5. Computer Desktops Requirements

6. CITY - Network Infrastructure Roles and Responsibilities:

Structured Cabling:

Roles and Responsibilities:

Telecommunications Circuits:

Roles and Responsibilities:

7. Communication:

Roles and Responsibilities:

8. System Maintenance:

9. Technical Support

10. Data Requirements

11. Transit Application Plan

12. Training

13. Procedures to operate a CITY-maintained Software

CAD/AVL Communications System

Dispatch Equipment Roles and Responsibilities:

Communications System Software System Access:

Roles and Responsibilities:

Training

HASTUS (Scheduling and Dispatch System)

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Roles and Responsibilities:

System Access Training

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Key Terms Agency: The Transit Operations Contractor/Transit Partner Organization Onboard: On the vehicle Onboard Equipment: All CAD/AVL components and onboard Surveillance system A.R.: Administrative Regulation AVL: Automatic Vehicle Locator APC: Automatic Passenger Counter CAD: Computer-Aided Dispatch DVR: Surveillance System (Digital Video Recorder) CITY: City of Phoenix PTD: City of Phoenix – Public Transit Department EA: Emergency Alarm FDR: Final Design Review ITS: City of Phoenix- Information Technology Services Department IVU: In-Vehicle Unit LMR: Land Mobile Radio MDU: Mobile Digital Unit OEM: Original Equipment Manufacture RMA: Return Merchandise Authorization SAF: Security Access Form SOP: Standard Operating Procedures SIM: Subscriber identification module used to identify authorized users on a cellular network Transit Partner: Regional Partner Agency/Organization or Transit Operations Contractor URLC: Universal Radio Logic Controller VPN: Virtual Private Network

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General Requirements

1. Overview The City of Phoenix Public Transit Department – Technology Services section manages and oversees Transit technology for the City of Phoenix – Transit operations, contractors, and the City’s regional partner agencies. Such technology includes major transit systems like the Computer Aided Dispatch/Automatic Vehicle Locator (CAD/AVL), HASTUS – Scheduling and Dispatch system, Fare Collections (FCS/FareGo), Para Transit Scheduling and Dispatch system (PASS), and other systems required to meet the City’s and region’s operational needs. The PTD collaborates with various vendors and ITS to provide the latest technology for meeting the needs of all system users.

2. Purpose This document establishes the requirements for TRANSIT PARTNERS to use the CITY’s Information Technology Systems and sets a framework for maintaining the integrity and security of all CITY data and resources. This guide applies to all CONTRACTORS and TRANSIT PARTNERS who access CITY resources – network/infrastructure/systems. The CITY requires all TRANSIT PARTNER staff to adhere to the CITY's guidelines. This document addresses CITY standards, technical and performance specifications, problem escalation, and oversight.

Due to the continuously evolving nature of technology, this document represents the CITY’s current technology requirements and is subject to change at the CITY's discretion. As technology requirements update, the CITY will communicate such changes to its TRANSIT PARTNERS to ensure compliance with any new standards. TRANSIT PARTNERS are responsible for complying with the technology requirements set forth in this document and any updates, as requested by the CITY.

3. Standards This section outlines the general CITY standards that apply to the overall usage of any kind of technology that the CITY provides to the TRANSIT PARTNER under this agreement.

All TRANSIT PARTNER employees granted access to CITY systems will be bound by the rules and conduct set forth in CITY Policies and Administrative Regulation(s) (A.R.) 1.63, 1.84, 1.90, 1.91, 1.95, 4.45, and Security Standards ISS-200- 007.1, ISS-200- 007.2, and ISS-200- 007.3.

A.R. 1.63 Electronic Communications and Internet Acceptable Use A.R. 1.84 Information Security Management A.R. 1.90 Information Privacy and Protection A.R. 1.91 Information Privacy and Protection Supplement – Data Shared with Third Parties

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A.R. 1.95 PRIVACY PROGRAM

A.R. 4.45 Contract Work Background Checks ISS-200- 007.1 Remote Access – Remote Administration Standard ISS-200- 007.2 Remote Access – VPN Standard ISS-200- 007.3 Remote Access – Third–Party Remote Access Standard Policies and Procedures related to Network devices, external network connections, and associated policies for the management of electronic data and devices over the CITY network.

Call Escalation Chart for Public Transit Application Support: The Call Escalation Process chart will be provided after the award of the contract.

Standard Operating Procedures (SOPs) for Identity and Password Management: The CITY has SOPs defined for the proper management of User accounts and Passwords. The SOPs require all TRANSIT PARTNER staff using CITY accounts to log in every 30 days to keep their accounts active. In addition, these standards require TRANSIT PARTNER staff to follow the rules for creating and updating passwords, and to register for the CITY-provided Password Reset Tool. TRANSIT PARTNER staff must comply with the guidelines set forth in these standards. The information will be provided to the TRANSIT PARTNER upon contract award and as accounts are set up. User accounts without logins for 90 days are deactivated, and TRANSIT PARTNER staff must submit a Security Access Form (SAF) to regain account access. The CITY is always looking to improve the Security of its Network and systems, and as standards for Passwords or related tools change, TRANSIT PARTNER staff are expected to adopt and comply with these standards.

The CITY requires the TRANSIT PARTNER staff accessing the CITY network to complete cybersecurity training set up by the CITY on an annual basis.

The CITY will provide the TRANSIT PARTNER with the CITY Administrative Regulation(s), standards, and policies listed above. The TRANSIT PARTNER shall distribute CITY A.R.

(s), policies, and standards to every employee who is granted access to transit business applications or data. Requirements may be added or updated in the future, depending on the CITY’s security standards.

The TRANSIT PARTNER staff requesting any POI/remote access to the CITY systems must have a completed and successful background check based on the CITY requirements. The results of the background checks are reviewed by the assigned Contract Manager.

The level of background check will be as defined in the entity’s contract with COP/PTD. A Maximum Risk Level (as defined in City of Phoenix A.R. 4.45) will be required.

The CITY Contract Manager reviews the backgrounds for any new staff hired by the TRANSIT PARTNER if the TRANSIT PARTNER is a direct contractor for the CITY. Access is granted upon approval from the Contract Manager.

For the TRANSIT PARTNER staff whose background checks are not reviewed by the CITY Contract Manager, as they are not a direct contractor for the CITY, background check results shall be sent to the email “ptd.access@phoenix.gov” following background check requirements outlined in the applicable A.R. 4.45. The results will be reviewed and approved before access can be granted. (This applies to Valley Metro and Valley Metro Contractors)

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The TRANSIT PARTNER shall direct all employees to read and sign the CITY document “IT Standards and Signature Sheet”, to convey receipt, comprehension, and intent to comply. The CITY will post any updates to the “IT Standards and Signature Sheet” on its website. The TRANSIT PARTNER shall retrieve the signed documents from their employees and submit them electronically to the CITY. For audit purposes, a signed “IT Standards and Signature Sheet” will be required from the TRANSIT PARTNER and its contractor staff, who access any of the CITY-provided network or system access:

1. For all new accounts, the CITY document “IT Standard and Signature Sheet” must be attached to the Security Access Form (SAF) and submitted electronically.

2. For Annual audits, by January 31 or provided timeline every calendar year, for the duration of this agreement.

Improper Use of Systems:

Any TRANSIT PARTNER staff found in violation of CITY A.R. (s), policies, or standards for proper system usage will be considered a potential risk, and their account will be suspended.

Should any CITY system-wide failure occur because of improperly maintained or unauthorized software installation by a TRANSIT PARTNER employee, the CITY will assess the TRANSIT PARTNER for any costs required to restore the network to its full and healthy condition.

The TRANSIT PARTNER will be held responsible for properly managing the technical assets provided by the CITY for accessing various systems. In case of any damage caused by the TRANSIT PARTNER to these assets due to misuse, negligence, unauthorized maintenance or vandalism, the TRANSIT PARTNER will be liable for equipment replacement costs, including time and labor costs.

4. System Access For any TRANSIT PARTNER staff who requires access to any CITY-supported technical systems and network, the TRANSIT PARTNER shall submit a request using the CITY-defined process.

Access Request Process: The CITY will provide access to transit business-related systems upon a submitted and approved business justification outlining the need for such access.

The TRANSIT PARTNER shall designate a primary and a secondary representative who will be responsible for the system access process and will work with the CITY as required for the duration of this agreement. The designated representative must always keep the assigned CITY Contract Manager informed of their requests.

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The TRANSIT PARTNER designee will be responsible for obtaining approval from the authorized person at their Agency prior to completing SAF requests. The TRANSIT PARTNER shall provide the names of the primary and secondary designees upon the start of this agreement and notify the City of any updates during the term of this agreement.

All user access requests for applications and data (i.e., Virtual Private Network (VPN), CAD/AVL, City Contractor SharePoint site etc.) will be submitted online using the electronic Security Access Form (SAF), which is accessible on the CITY Contractor web page.

All Agency staff members who are given access to the CITY systems are given a Person of Interest (POI) account. To set up POI accounts, the TRANSIT PARTNER must provide a contact cell phone number, zip code, email address, first and last name, and job title for the staff requested on the SAF. Other necessary information, depending on the type of request, must be completed on the SAF.

When submitting a request for a new user account, the “IT Standards and Signature Sheet” must be attached to the SAF.

The TRANSIT PARTNER shall provide two weeks’ notice prior to activating the user account.

The TRANSIT PARTNER shall submit a SAF to inform the CITY of any updates to accounts belonging to employees in the TRANSIT PARTNER’s control.

Upon receiving access, TRANSIT PARTNER and CONTRACTOR staff must register for the Self Service Password Registration (SSPR) tool. Failure to meet this requirement may result in the account being inactivated.

TRANSIT PARTNER and CONTRACTOR staff must log in within 30 days of account assignment and every 30 days thereafter. An account can lead to inactivation due to the failure to follow the requirements.

The TRANSIT PARTNER shall submit a SAF within one (1) business day when a TRANSIT PARTNER employee who is granted the CITY systems access has been terminated or no longer requires access to the system.

The TRANSIT PARTNER using the CITY’s systems must provide a monthly report from their HR system denoting all terminated employees/operators. This report must be submitted by the 5th of every month by sending an email to Transit.support@phoenix.gov.

The TRANSIT PARTNER shall follow all SAF procedures outlined based on the system for which the access is being requested.

All access requests must comply with the applicable A.R. requirements.

The TRANSIT PARTNER shall maintain a list of all active users who access the CITY systems.

How to Access?

To access CITY systems, which are not supported through CITY equipment and workstations, the TRANSIT PARTNER shall use the VPN solution that the CITY provides or establish a Site-to-Site connection. The CITY provides CAD/AVL and Avtec workstations for

P a g e | 9 the OCC operations. There are CAD/AVL and Avtec workstations setup at the main OCC site as well as at the warm site. For all other additional system and access needs, the TRANSIT PARTNER is responsible for providing their own workstations to access the CITY systems through Site-to-Site VPN or VPN software set up. The TRANSIT PARTNER must maintain any network resources that are required to keep the systems operating in an efficient manner without impacting the performance of the systems.

Access requests must be made for each individual user, and each user must access the VPN or the system requested with his/her own assigned account. Sharing of accounts is not permitted per CITY policy. The Agency staff must comply with the CITY standards to keep their accounts active.

Site-to-Site VPN: The CITY - ITS coordinates with the TRANSIT PARTNER to provide a Site-to-Site VPN solution at the TRANSIT PARTNER site, for the convenience of the TRANSIT PARTNER to access the CITY-provided technical systems. The site-to-site VPN solution is set up after a security review by the CITY, and if any security concerns are found that cannot be resolved, the CITY will not provide the site-to-site VPN solution.

Roles and Responsibilities:

CITY: The CITY – ITS team coordinates with the TRANSIT PARTNER to set up the site-to-site VPN solution as necessary. The information needed to complete the set-up is requested to the TRANSIT PARTNER as a request form.

CONTRACTOR: The TRANSIT PARTNER shall provide the requested network information and resources needed to set up the Site-to-Site VPN.

Virtual Private Network (VPN) Software:

The CITY requires the TRANSIT PARTNER to install VPN software on all TRANSIT PARTNER owned desktop computers requiring access to the CITY systems for the duration of this agreement. When Site-to-Site VPN has been set up, the VPN software solution serves as a backup and can be used if any outage occurs due to issues with Site-to-Site

VPN.

Roles and Responsibilities:

CITY: The CITY uses a two-factor secure VPN, which requires the installation of certificates on desktop computers.

The CITY will provide guidelines and requirements related to the VPN setup to the

TRANSIT PARTNER.

The CITY will provide telephone support.

The CITY reserves the right to make changes to the VPN software product, functionality, and access requirements.

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TRANSIT PARTNER: The TRANSIT PARTNER will keep the VPN environment updated for all users.

Certificates need to be installed for each user using a workstation; sharing of profiles between multiple users is not permitted.

The TRANSIT PARTNER workstation must have Anti-Virus software installed per industry standard.

The software installed shall meet the CITY’s guidelines for an Anti-Virus solution.

The TRANSIT PARTNER shall be responsible for supplying all personnel support required for VPN software installation.

The TRANSIT PARTNER shall be solely responsible for testing VPN software with their desktop computer software environment in advance of widespread distribution within their organization.

The CITY will not be held liable for any damage or disruption to any desktop computer or to the TRANSIT PARTNER’s data environment because of the installation of VPN software.

The TRANSIT PARTNER shall support updates to the software and certificates as requested by the CITY in a timely manner.

To ensure system security for the systems supported by the CITY, the TRANSIT PARTNER staff will be asked to complete the CITY-provided Security Awareness Training.

5. Computer Desktops Requirements The TRANSIT PARTNER is required to provide desktop computers to their employees for non- CITY applications. The CITY only provides a limited number of CAD/AVL and Avtec workstations to meet transit operational needs. For all other system and access needs, the TRANSIT PARTNER is responsible for providing the necessary workstations.

6. CITY - Network Infrastructure The CITY extends the network and infrastructure at support sites to make the required systems accessible to the users at those sites. The Network infrastructure comprises the following components and various parts.

Roles and Responsibilities:

CITY: The CITY technical staff is responsible for providing the required infrastructure at the site where the TRANSIT PARTNER operates, in accordance with the requirements and guidelines established under this contract.

TRANSIT PARTNER: The TRANSIT PARTNER Information Technology (IT) Specialist will be responsible for providing on-site technical support and will be responsible for all issues related to the CITY network access. The TRANSIT PARTNER - Information

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Technology Specialist will act as the CITY’s direct contact to address any technical issues that may arise for the duration of the contract.

Structured Cabling: A structured cabling system is defined as the complete collective configuration of cabling and associated hardware at a given site that has been installed to provide a comprehensive telecommunications infrastructure. This infrastructure is intended to serve a wide range of usage, such as to provide telephone service or computer networks, and should not be device-dependent.

Roles and Responsibilities:

CITY - ITS:

o Interior and exterior telecommunications system facilities o The associated backbone cabling o Telecommunications cabling pathway o The infrastructure necessary to support the horizontal and riser cabling systems o The necessary infrastructure to interconnect buildings: including routes, conduit, manholes, pull boxes, building entrances, cables, splices, and D-marc points.

o All wiring from the telecommunications closets through the risers and out to the walls is the responsibility of the CITY's ITS.

TRANSIT PARTNER: Any requests for repairs or additions to the current telecommunications wiring within the facility must be made in writing. This request must include the following information:

o Facility Address (support site location) o Building (within the support site) o Floor o Office Location o Jack Number o Problem Description

This information must be submitted to the Public Transit, Technology Services Section at 302 North 1st Avenue, 9th floor, Phoenix, Arizona 85003. This information will be logged and submitted to the CITY's Information Technology Services Department. All work and materials shall be performed and provided by the CITY's Information Technology Services Department and in full accord with the requirements of the Arizona Administrative Code, the State Fire Marshall, the Division of Industrial Safety, the National Electric Code, and other applicable City and state laws or regulations. Nothing in the specifications shall be construed to permit work not conforming to these codes and orders. The TRANSIT PARTNER will be responsible for all expenses related to additional jacks, which will be based on estimates received at the time of request.

If the TRANSIT PARTNER does not comply with the structured cabling guidelines and fails to take immediate action to correct any violations, the

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CITY may terminate this agreement for default. Additionally, should wiring be found to have been installed without notification to the CITY, the TRANSIT PARTNER will be charged for the costs required to restore the infrastructure to its previous condition and to correct any damages.

Telecommunications Circuits: Telecommunications circuits are defined as a dedicated, private, or leased line on which information is transmitted. The application of standards and guidelines for telecommunications circuits will remain facility sensitive.

The size, architecture, location, and intended use of a facility will significantly affect the design of the telecommunications circuits for a building or campus.

Roles and Responsibilities:

CITY- ITS: The CITY will provide the related information required by the TRANSIT PARTNER that falls within the scope and is not restricted.

TRANSIT PARTNER:

The details for the specific voice and data circuits are the responsibility of the

TRANSIT PARTNER.

The TRANSIT PARTNER is responsible for obtaining its own telecommunications circuit. These circuits will be allowed to run on existing CITY-structured cabling.

This will allow the TRANSIT PARTNER to use existing wiring from the telecommunications closets (block and patch panels) out to the wall jacks.

The TRANSIT PARTNER is responsible for providing on-site technical support.

Support personnel will be responsible for all day-to-day issues related to the voice and data communications network and will act as a liaison to the CITY for any break-fix or additional connectivity requests.

Any requirements for repairs or additions to the current telecommunications wiring within the facility must be made in writing. This request must include the following information:

o Facility Address (garage location) o Building (within the garage location) o Floor o Office Location o Jack Number o Telephone Number o Problem Description

This information must be submitted to the Public Transit Department, Technology Services Section at 302 North 1st Avenue, 9th floor, Phoenix, Arizona 85003. This information will be logged and submitted to the CITY's Information Technology Services Department, and work will be conducted as per the structured cabling standards.

If the TRANSIT PARTNER does not comply with the Voice and Data Circuit guidelines and fails to take immediate action to correct the violation, the CITY may terminate the agreement for default. Additionally, should wiring

P a g e | 13 be found to be installed without notification to the CITY, the TRANSIT PARTNER will be assessed those costs required to restore or correct any damages.

7. Communication:

The TRANSIT PARTNER shall provide the CITY with a group email address capable of reaching all TRANSIT PARTNER staff. This information will be used to communicate critical CITY system information as needed. The contact email address shall be provided within 30 days after the agreement is signed. The TRANSIT PARTNER shall provide to the CITY the following contact information and communicate changes within one (1) business day for the duration of this contract:

Local Information Technology contact

Local TRANSIT PARTNER Operations contact and/or Management contact.

Roles and Responsibilities:

TRANSIT PARTNER: Local Information Technology contact will be the technical contact for any technical coordination between the CITY and the TRANSIT PARTNER.

8. System Maintenance:

The CITY reserves the right to establish and communicate specific dates and times to perform system maintenance. CITY will provide the TRANSIT PARTNER at least a one-week notice in advance of a non-emergency scheduled or planned system outage. For routine maintenance, the schedule will be provided after contract award.

In the event of emergency maintenance, the TRANSIT PARTNER will be notified; however, notification may not occur in advance.

9. Technical Support There are common areas where technical issues may arise:

VPN log-in Software Applications

Information Technology Support Processes and Procedures

Problem TRANSIT PARTNER Operations Staff

Local TRANSIT PARTNER IT Contacts

Cannot access the internet Local TRANSIT PARTNER Information Technology (IT)

To be determined by

TRANSIT PARTNER

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Cannot log into VPN Local TRANSIT PARTNER IT COP Enterprise Help Desk

Cannot log into the CAD/AVL workstation

Local TRANSIT PARTNER IT Follow the Call Escalation Process

Problem within the CITY Provided Application Software

Local TRANSIT PARTNER IT Follow the Call Escalation Process

For issues with configuration, application access, and function, the TRANSIT PARTNER staff should:

(1) Contact their Local Information Technology Specialist, who will do the first level of troubleshooting and analysis.

(2) Follow the Call Escalation Chart for Public Transit Application Support

(3) While the onsite technical staff may have the ability to remotely log in and access the network from home, they must provide the necessary 24/7 coverage, which may be inclusive of, but not limited to, being available and ‘on-site’ for physical testing, troubleshooting, cabling, router, or firewall issues that may be occasionally encountered at times. The individual(s) job may not be split amongst other contracts but dedicated solely to the location as specified in this agreement.

The TRANSIT PARTNER is responsible for providing first-level maintenance and support to the CITY-provided equipment. First-level hardware support to CITY provided equipment includes, but is not limited to:

(1) Ensuring appropriate provisions are taken to keep equipment clean and operational

(2) Diagnosing workstation connectivity issues and escalating as needed

(3) Validating power to the desktop equipment

(4) Validating application functionality as requested by the CITY

(5) Coordinating and responding to CITY staff as needed to resolve issues

The TRANSIT PARTNER or associated sub-contractor is responsible for hiring a local Information Technology Specialist who performs their duties onsite. Various duties of the Information Technology Specialist are listed throughout this contract. Minimum qualifications and requirements are as below:

The Information Technology Specialist shall have a minimum of three years’ information technology experience within the last five years, having supported applications, network, servers, and desktops for a property/operation of similar size and scope.

The Specialist shall be a local resource who is on-site to support the transit operations, act as a technology liaison between the contractor and the CITY.

The Specialist shall have experience and expertise to support various Information Technology Administrator functions, and the agency shall be able to provide the

P a g e | 15 administrator-level permissions for the desktops, servers, network, etc, to support the technology needs.

The Specialist shall be available after hours to assist with resolving first-level technical issues by remotely coordinating as needed and/or be on-site to address first-level technical issues.

10. Data Requirements The TRANSIT PARTNER must provide any CITY-related data from the systems maintained and managed by the TRANSIT PARTNER. The CITY may request such information in an acceptable format (text or Excel) at any time.

11. Transit Application Plan The CITY manages the Transit applications used for the Transit business. Access to applications requires the TRANSIT PARTNER to follow a written plan for maintaining account access to Transit applications. The TRANSIT PARTNER must fully comply with the security standards associated with access to Transit applications. Additionally, the TRANSIT PARTNER is required to have a formal written plan for maintaining account access to Transit applications and submit the plan to the CITY annually for review.

At a minimum, the plan must be updated annually and shall:

o Identify and define goals and objectives, and provide tangible evidence of how they are achieved o Address and be specific to the current Transit applications to be accessed by the

TRANSIT PARTNER

o Outline procedures for maintaining accounts, including but not limited to, all on-board systems o Describe account maintenance procedures o Adhere to the application vendor’s requirements for data integrity and application use as indicated in vendor-provided System Administrator, Data Administrator, and User manual(s) o Be updated annually to account for industry changes o Be submitted to the CITY annually in electronic format

12. Training The TRANSIT PARTNER is responsible for providing comprehensive training to their personnel for operation, administration, and primary troubleshooting of the CITY-provided system software.

When the CITY allows the TRANSIT PARTNER to provide any additional modules or its preferred application, the TRANSIT PARTNER will be responsible for providing the CITY staff with training on the components and parts of the application. Training may be conducted by the TRANSIT PARTNER, the TRANSIT PARTNER's subcontractors, third-party software suppliers, and/or Original Equipment Manufacturers (OEMs). Additional training requests can be

P a g e | 16 accommodated from the TRANSIT PARTNER based on available resources, at the TRANSIT PARTNER’s expense.

The CITY also coordinates training and testing during system upgrades. The TRANSIT PARTNER is responsible for coordinating their staff’s participation in such training and testing.

13. Procedures to operate a CITY-maintained Software Software supported and maintained by the CITY will require the TRANSIT PARTNER to maintain and provide general-level Standard Operating Procedures for essential and critical job duties.

The amount of detail and length that would need to be coordinated by end-users and Technology Services. At a minimum, procedures for critical or essential job duties using the CITY software should be clear and concise enough so that other individuals can understand and follow these instructions, should the main individuals performing these tasks be unavailable temporarily or long-term, or through turnover.

Examples of such essential/critical procedures include, but are not limited to:

Procedures for using the HASTUS software for Dispatch purposes.

CAD/AVL operational procedures.

All data, applications, and reports (electronic and hard copy) are the property of the CITY.

Transmittal of any electronic or hard copy data, applications, and/or reports to any party not directly contracted with or otherwise approved by the CITY is strictly prohibited. Any system documentation request must be submitted in writing to the CITY for review and approval before dissemination of information.

The CITY shall have immediate and unrestricted access to all CITY-provided hardware and software, and will conduct audits on a regular basis. Any hardware and software deficiencies identified (i.e., items not found to be following the CITY’s information technology policies, procedures, and/or A.R.s must be corrected within five (5) business days of inspection.

The CITY must comply with federal and internal auditing requirements as part of the system funding requirements. TRANSIT PARTNERS shall assist the CITY in maintaining compliance with all Federal and internal auditing requirements, such as inventory, and providing information related to CITY assets, as needed.

CAD/AVL Communications System The regional Transit Communications System is comprised of various parts, including dispatch equipment, onboard equipment, cellular routes, radio communication equipment, associated infrastructure at the garages, and backend infrastructure. In addition, the system includes

P a g e | 17 various software associated with these various parts. The CITY is the host of this regional system and coordinates with its TRANSIT PARTNERS to optimize system utilization.

The CITY has a sixteen-year agreement (144644) with Clever Devices to provide system support and maintenance. Any support from Clever Devices is based on the CITY’s agreement with Clever Devices and any associated Change Orders. The CITY is limited to providing the support and maintenance outlined in this agreement.

Dispatch Equipment The regional CAD/AVL system utilizes dispatch consoles to communicate via voice and data between dispatch and bus operators. The CITY supplies the dispatch console equipment that is comprised of two physical workstations with a monitor and an associated keyboard and mouse. The TRANSIT PARTNER shall not relocate dispatch consoles and/or hardware without prior approval from the CITY. The CITY provides one dispatch console for smaller sites; the agency is responsible for determining if an additional console is required for redundancy purposes and to shorten the downtime in case of hardware failures for the one console provided.

Roles and Responsibilities:

The TRANSIT PARTNER shall assign an Information Technology Specialist to provide first-level support to the dispatch console(s) equipment. The TRANSIT PARTNER is responsible for retaining knowledgeable staff who can provide first-level support for the system.

Dispatch console training will be offered at the CITY’s discretion, and TRANSIT PARTNER staff participation is mandatory.

TRANSIT PARTNER first-level dispatch workstation support expectations are as follows:

DISPATCH CONSOLE First Level MAINTENANCE AND SUPPORT

REQUIREMENTS

OVERVIEW

The TRANSIT PARTNER shall maintain all CITY-provided dispatch equipment operational through the life of this agreement.

The TRANSIT PARTNER shall ensure power availability to equipment.

The TRANSIT PARTNER is responsible for providing first-level support to the dispatch workstation as required by the CITY.

The TRANSIT PARTNER shall power off units and restart console equipment as needed by the CITY during upgrades and/or resolving system issues.

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The TRANSIT PARTNER shall verify that the cables are connected in accordance with the CITY's instructions.

First-level support documentation provided by CITY is subject to change at CITY’s discretion.

The TRANSIT PARTNER shall perform system login, as requested by the CITY, to validate if the system is functional.

The TRANSIT PARTNER shall utilize the CITY’s SOP to request second-level support.

The TRANSIT PARTNER shall escalate technical issues that are not resolved by first-level support to the CITY.

The TRANSIT PARTNER shall properly fasten all equipment cables to prevent damage.

The TRANSIT PARTNER is responsible for replacing dispatch equipment that is damaged due to neglect. Examples of neglect are described below:

1. Water damage

2. Physical damage

3. Breaking or Removing Vendor seal

4. Opening Proprietary Components

5. Graffiti

6. Removing serial/model information from the unit

The CITY will make all final determinations about equipment damage. All replacement components shall be replaced according to the vendor-provided hardware compatibility equipment list.

The CITY will determine optimal dispatch equipment lifecycles.

Dispatch radio equipment under the service and support contract is as follows:

1. Avtec workstation

2. Single PTT footswitch

3. Headset Jack box

4. PTT desk microphone

5. Dual Scout speakers

Dispatch workstation equipment under the service and support contract is as follows:

1. CAD/AVL workstation

2. Avtec workstation

3. Dell 43in Monitor

4. Keyboard & Mouse

TRANSIT PARTNER shall not install any printer devices onto the City network or workstation without prior authorization from the CITY.

CITY shall provide printer options if requested by the TRANSIT PARTNER

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Communications System Software Along with various hardware components, the Communications system comprises of various software interfaces.

System Access: Along with access requirements specified under the General Requirements section, there are additional requirements for CAD/AVL components access. The SAF procedure includes these requirements as well. The SAF also includes a section for report access. The Agency staff is required to follow the defined SAF procedure and complete the SAF correctly and completely to gain the required access to the system. Additional details related to system access and the Employee Feed file will be available in the system documentation.

Roles and Responsibilities:

TRANSIT PARTNER: The following functions are the responsibility of the TRANSIT PARTNER local Information Technology Specialist:

CAD/AVL related operation functions: (examples below, this is not an exhaustive list) o Modifying AVL configuration views and Non-CAD/AVL functions o Saving print screen images to an external data storage device (i.e., USB drive) o First-level troubleshooting for the issues reported by the TRANSIT PARTNER staff o Providing support during any system outages o Providing resources, administrative permissions, and necessary tools to assist with efficient and timely troubleshooting activities

CAD/AVL and other City-supported system user manuals are accessible on the CITY TRANSIT PARTNER and the Regional TRANSIT PARTNER’s web page.

CITY: The City is responsible for resolving any CAD/AVL or Communications System-related issues that remain unresolved after the First-level efforts by the TRANSIT PARTNER Information Technology Specialist. Such issues should be reported by the TRANSIT PARTNER Information Technology Specialist, with all pertinent details, to help in the process of further troubleshooting the issue(s).

Training The CITY will be responsible for providing CAD and other components training either directly or by coordinating with the system vendors to provide training during

TRANSIT PARTNERS are responsible for all printer device costs.

TRANSIT PARTNERS shall provide all printer device support and maintenance to support their printing needs.

P a g e | 20 system changes and upgrades. The TRANSIT PARTNER will be given the opportunity to attend the training, and the TRANSIT PARTNER staff who will be utilizing the system must attend the training. This will help the TRANSIT PARTNER staff to use the system correctly and efficiently. The TRANSIT PARTNER shall use their internal staff expertise to train any new staff. New staff will use any components of CAD/AVL must be trained by the TRANSIT PARTNER team.

Additional training requirements from the TRANSIT PARTNER can be coordinated with the CITY, at the TRANSIT PARTNER’s expense.

HASTUS (Scheduling and Dispatch System)

The CITY uses HASTUS as the Scheduling and Dispatch system. The system is available for use by the TRANSIT PARTNER as currently configured. Modifications to the existing system are out of scope. Any modifications, enhancements, or upgrades required of the system to accommodate the TRANSIT PARTNER’s business needs can be submitted to the CITY for review, if needed. If it is decided that the changes are necessary to gain efficiencies, and the changes do not cause conflict in any other operations, the TRANSIT PARTNER will be responsible for any costs incurred for the system update, as well as staff time for the implementation.

For any tasks that require the TRANSIT PARTNER to provide data fed into HASTUS, the TRANSIT PARTNER shall provide the associated data in a HASTUS acceptable format.

Roles and Responsibilities:

TRANSIT PARTNER:

The TRANSIT PARTNER Information Technology Specialist will serve as First-level support for any HASTUS-related issues at the TRANSIT PARTNER site.

The TRANSIT PARTNER Information Technology Specialist will be responsible for communicating technical issues to the CITY when it is determined that the CITY needs the CITY’s assistance to resolve.

The TRANSIT PARTNER Information Technology Specialist will be responsible for making sure that the technical environment for HASTUS is always up to date and does not cause any interference in the users’ ability to effectively use the system. This includes, but is not limited to, ensuring that the VPN environment is up-to-date and the network is performing as expected.

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The TRANSIT PARTNER Information Technology Specialist shall be available at the time of any system outages and be the Primary Contact for the CITY to help with troubleshooting as needed.

During the term of the agreement, if any upgrades/modifications are made to HASTUS, the TRANSIT PARTNER shall support the CITY as follows:

o Assign sufficient staff resources to provide input during requirements gathering or specifications study for the software o Attend meetings and provide feedback during various stages of the upgrade o Assign sufficient resources to perform any necessary testing of the software upgrade o Support a successful and timely software upgrade

CITY: The CITY is responsible for resolving any HASTUS-related issues specific to HASTUS; the CITY is not responsible for resolving issues related to the technical resources provided by the TRANSIT PARTNER.

The CITY contracts with the vendor GIRO Inc. for the support and maintenance of HASTUS. The support from GIRO is limited to business hours Monday – Friday inclusively from 9:00 a.m. to 5:00 p.m. (E.S.T.), excluding Quebec public holidays. Any issues that need assistance from GIRO but are reported during after-hours and holidays may require additional time for resolution. It is essential that the TRANSIT PARTNER reports the issues in a timely manner. The support from GIRO is based on the CITY’s maintenance and support agreement with GIRO Inc. The CITY is limited to this agreement for any requested support.

The TRANSIT PARTNER must follow the Call Escalation chart provided by the CITY to report any HASTUS-related issues.

The TRANSIT PARTNER must have a business continuity plan in case of any emergencies, i.e., when HASTUS is not available for any reason.

System Access: All access requests are made through the SAF procedure. Please see the System Access section under “General Requirements” in this document.

Training The CITY will coordinate with GIRO to provide training during system changes and upgrades. The TRANSIT PARTNER will be given the opportunity to attend the training, and the TRANSIT PARTNER staff who will be utilizing the training must attend the training. This will help the TRANSIT PARTNER staff to use the system correctly and efficiently. The TRANSIT PARTNER shall use their internal staff expertise to train any new staff. New staff hired who will use any components of HASTUS must be trained by the TRANSIT PARTNER team. Additional training requirements from the TRANSIT PARTNER can be coordinated with the CITY, at the TRANSIT PARTNER’s expense.