Exhibit_K_-_Techncal_Requirements.pdf

2/20/2026

Technical Requirements North/South 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:

Onboard Equipment Roles and Responsibilities:

Bus in Box/ Bus on Board (BIB/BOB) Equipment Roles and Responsibilities:

Return Merchandise Authorization (RMA) Process

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Roles and Responsibilities:

Mobile Device Roles and Responsibilities:

Out of Scope Onboard Integration with Third-Party Vendor

Digital Video Recorder System (DVRS) Roles and Responsibilities:

RADIO

Roles and Responsibilities:

Garage Infrastructure Roles and Responsibilities:

Mobile Router Roles and Responsibilities:

New Vehicle Builds

Fleet Manager Roles and Responsibilities:

Communications System Software System Access:

Roles and Responsibilities:

HASTUS (Scheduling and Dispatch System) Roles and Responsibilities:

System Access Training

FareGo Data (Fare Collection System)

Onboard/Yard Equipment Roles and Responsibilities:

Validators (Fare Card Media Readers) Roles and Responsibilities:

FMS Fluid Management System Roles and Responsibilities:

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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. For regional partners with intergovernmental agreements (IGAs) 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 require 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 only provides a limited number of CAD/AVL

P a g e | 8 and Avtec workstations. For all other 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.

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

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

P a g e | 10 be responsible for keeping the area surrounding the CITY network infrastructure maintained and accessible at the service site (transit garage).

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, based on estimates received at the time of the 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 in accordance with 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, if any wiring is

P a g e | 12 found to have been installed without prior notification to the CITY, the TRANSIT PARTNER will be responsible for the costs to restore or correct any resulting damage.

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

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

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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 for 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 will perform their duties on-site. 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 administrator-level permissions for the desktops, servers, network, etc, to support the technology needs.

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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 accommodated from the TRANSIT PARTNER based on available resources, at the TRANSIT PARTNER’s expense.

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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.

Procedure to use Bid Web for Operators.

CAD/AVL operational procedures.

Offline probing of shift files for FareGo.

Updating the master module on the Farebox with a USB drive.

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.

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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 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 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.

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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.

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 speakers

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

1. CAD/AVL workstation

2. Avtec workstation

3. 43in Monitor

4. Keyboard & Mouse

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Onboard Equipment The regional CAD/AVL system utilizes onboard equipment to communicate between dispatch and bus operators, as well as provide for other communications such as monitoring vehicle performance and vehicle tracking. This equipment is specialized and requires multiple technical teams to ensure that the system is optimally calibrated and operational.

The TRANSIT PARTNER is required to assign an Electronic Technician to provide first-level support to onboard electronic equipment. The TRANSIT PARTNER is responsible for retaining knowledgeable staff who can provide first-level onboard equipment support. Onboard equipment training will be offered at the CITY’s discretion, and the TRANSIT PARTNER's attendance is mandatory.

Roles and Responsibilities:

The TRANSIT PARTNER first-level support expectation for onboard equipment is as follows:

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

CITY shall provide printer options if requested by the TRANSIT PARTNER

TRANSIT PARTNERS are responsible for all printer device costs.

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

ON-BOARD SYSTEM SUPPORT REQUIREMENTS

OVERVIEW

The TRANSIT PARTNER is responsible for maintaining, diagnosing, and repairing all onboard equipment.

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Onboard equipment to be maintained and supported by TRANSIT PARTNER includes, but is not limited to, the following components:

1. Intelligent Vehicle Unit (IVU)

2. Mobile Digital Terminal

3. Handheld Mic

4. Emergency Alarm (EA)

5. Automatic Passenger Counter (APC) system

6. Passenger Information Display (PID)

7. ODK

8. Mobile Radio

9. 8-port Ethernet Switch

10. Antennas: Radio, Smart Yard, and 6-band (WLAN, Cellular, GPS)

11. Onboard Surveillance System

12. System cables, wire harnesses

13. Cabinet exhaust fans

14. Mobile Router

15. URLC

16. DVR

17. Exterior rear, curb side, and head sign

18. Smart Yard Tag

19. Automatic Volume Control Microphone

20. Farebox

21. Validator The TRANSIT PARTNER is responsible for understanding all aspects of onboard equipment maintenance and repair.

The TRANSIT PARTNER shall ensure that onboard components are maintained in accordance with OEM specifications.

The TRANSIT PARTNER is responsible for participation in ongoing training for onboard equipment maintenance.

The TRANSIT PARTNER shall coordinate with the CITY prior to installing third-party equipment that may compromise CAD/AVL onboard communications systems.

The TRANSIT PARTNER shall use only CAD/AVL vendor-approved hardware when replacing cables, wire harnesses, and/or additional onboard components.

The TRANSIT PARTNER shall maintain all system wire fasteners and/or clamps as installed by the CAD/AVL vendor.

The TRANSIT PARTNER shall maintain the vehicle’s electrical systems in operational condition to support all onboard components’ power requirements.

CITY and TRANSIT PARTNERS determine the layout of all fonts, key assignments, menu structures, colors, and screen layouts. Future changes to the existing MDT display may be possible. If the TRANSIT PARTNER requests fixed-end menu MDT layout modifications, the TRANSIT PARTNER will be responsible for any cost incurred, if any.

The TRANSIT PARTNER shall maintain and not remove any protection mechanisms in place to guard against Radio Frequency Interference (RFI) and Electromagnetic Interference (EMI) emission sources as well as internal conductive or inductive emissions.

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The TRANSIT PARTNER shall not use wire splices to repair onboard system communication issues. The TRANSIT PARTNER shall repair damaged wire by replacing the entire cable.

The TRANSIT PARTNER shall maintain, at its own expense, a spare ratio of CAD/AVL RMA warrantied components.

The TRANSIT PARTNER shall maintain, at its own expense, a spare ratio of all non-warrantied CAD/AVL RMA components, including cables, GPS, antennas, wire harnesses, fasteners, and fuses, per OEM specifications.

Onboard components failure, resulting from the TRANSIT PARTNER’s neglect, is not covered under the RMA process. Examples of neglect are described as follows:

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 TRANSIT PARTNER will be responsible for replacing any components damaged due to neglect, at its own expense.

The TRANSIT PARTNER understands that first-level onboard support documentation, provided by the CITY, is subject to change at the CITY’s discretion.

The TRANSIT PARTNER shall not tighten cable ties to cause indentation and damage to the insulation.

The CITY requires its CAD/AVL vendor to deliver all onboard equipment with component cables to be clearly indexed, labeled and schematically identifiable. The TRANSIT PARTNER will maintain an active role in ensuring onboard component cabling is maintained as delivered by the CAD/AVL vendor.

The TRANSIT PARTNER shall maintain an active role in ensuring onboard component cabling repairs remain insulated and protected as delivered by CAD/AVL vendor.

The TRANSIT PARTNER shall be available to address onboard equipment issues during CITY business hours.

The TRANSIT PARTNER is required to utilize the applications provided such as Clever Devices AVM/Analytics to manage and ensure the data remains clean.

This is critical because the data feeds both real-time system and downstream modules, including archival reporting. By maintaining data integrity at the source, we ensure accurate performance across all department systems, both in live operation and long-term reporting.

TRANSIT PARTNER shall use the AVM Events Grid to view Real-time events sent from the vehicles and communicate to obtain information by using Incident forms.

TRANSIT PARTNER shall use a proactive approach to maintain vehicle health and performance.

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Bus in Box/ Bus on Board (BIB/BOB) Equipment The regional CAD/AVL system utilizes BIB/BOB equipment to be used as training equipment for bus operators and electronic techs. The equipment also allows for the testing of firmware software to onboard components. This equipment is specialized and requires multiple technical teams to ensure that the system is optimally calibrated and operational.

Roles and Responsibilities:

The TRANSIT PARTNER first-level support expectation for BIB/BOB equipment is as follows:

Return Merchandise Authorization (RMA) Process The CITY contracts with the CAD/AVL vendor to provide a comprehensive onboard extended warranty coverage package for certain components. The covered components are described in this section. The term “covered” means that components will either be repaired or replaced by the CAD/AVL vendor.

The TRANSIT PARTNER is required to assign an Electronic Technician to provide first-level support for onboard electronic equipment. The TRANSIT PARTNER must use the RMA process and manage all aspects of repair and replacement requests. The TRANSIT PARTNER is responsible for retaining knowledgeable staff who can properly utilize the RMA process.

Roles and Responsibilities:

The expectations from the TRANSIT PARTNER for the RMA process is as follows:

BIB/BOB SYSTEM SUPPORT REQUIREMENTS

The TRANSIT PARTNER is responsible for maintaining, diagnosing, and repairing all BIB/BOB equipment.

The TRANSIT PARTNER is responsible for ensuring the BIB/BOB equipment is always powered on.

The TRANSIT PARTNER is responsible for confirming BIB/BOB devices have active cellular service during the life of the CAD/AVL contract.

The TRANSIT PARTNER is responsible for finding a secure location to store BIB/BOB equipment.

RETURN MERCHANDISE AUTHORIZATION (RMA) REQUIREMENTS

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The AGENCY contractor is responsible for shipping costs of the warranty parts to the CAD/AVL vendor. CAD/AVL vendor is responsible for return shipping costs back to the

AGENCY.

The shipping cost for all non-warranty repairs/replacements will be the responsibility of the

TRANSIT PARTNER.

The TRANSIT PARTNER can contact the vendor at any time during the RMA process to check on the status of the equipment.

The TRANSIT PARTNER shall properly follow shipping instructions so that the vendor does not mix COP and TRANSIT PARTNER equipment during RMA repairs.

Components covered under the RMA extended maintenance and support service agreement are as follows:

1. Mobile Gateway Router

2. Multiband Antenna

3. In-Vehicle Unit (IVN4, IVN4R) Transit Control Head (TCH)

4. Universal Radio Logic Controller (URLC)

5. AVC Mic

6. Covert Microphone

7. Audio Handset

8. Automatic Passenger Counter (APC) Sensor (Hella)

9. Interior head sign

10. Mobile Radio

The components listed above may change in name or model number during the life of the contract, but will maintain similar functionality and will be covered.

The TRANSIT PARTNER, at their own expense, shall maintain a local pool of spare parts to repair failed components.

The TRANSIT PARTNER shall return defective components to the CAD/AVL vendor using the RMA process.

The TRANSIT PARTNER shall understand that no components will be accepted without a Return Merchandise Authorization (RMA) number. The city will provide the process for submitting warranted onboard components.

TRANSIT PARTNER shall only send warranty RMA components to the CAD/AVL vendor.

TRANSIT PARTNER shall be responsible for all shipping costs under the RMA warranty coverage.

TRANSIT PARTNER shall assign personnel to oversee and manage the RMA process.

The person(s) will be responsible for maintaining all RMA-related data and sending the report to the CITY monthly. The report will help the CITY to monitor the performance of the CAD/AVL vendor.

TRANSIT PARTNER shall maintain an up-to-date RMA list of all parts submitted via the RMA process. The RMA list should include, but not be limited to, the following items:

shipping tracking numbers, RMA number, serial part number, date submitted, date received, and part description.

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Mobile Device The regional CAD/AVL system allows for a mobile device option to enhance communications for field personnel. The CITY maintains a secure APN for mobile device network access into the CAD/AVL backend systems. All CAD/AVL mobile devices must connect to this secure APN to use the CAD/AVL mobile applications.

Roles and Responsibilities:

The CITY shall be responsible for activation service and performing the initial provision of the tablet device. The CITY shall be responsible for SIM activation and will require the TRANSIT PARTNER to fill out a Security Access Form for device activation. The CITY will oversee the management of SIM service and will run regularly scheduled auditing reports.

The TRANSIT PARTNER Information Technology Specialist will communicate all CAD/AVL application tablet issues or relevant Mobile Device Manager (MDM) requests to the CITY. The TRANSIT PARTNER’s Information Technology Specialist will be responsible for providing first-level support for tablet devices. This includes, but is not limited to, local password issues, hardware failures, data backups, device damage, warranty-related issues, and third-party application support.

The expectation of the TRANSIT PARTNER for the mobile device is as follows:

MOBILE DEVICE REQUIREMENTS

The TRANSIT PARTNER shall utilize the CITY’s process to request access to the mobile device CAD/AVL applications.

The TRANSIT PARTNER is responsible for purchasing the mobile device and any warranty.

The TRANSIT PARTNER is responsible for cellular services fees.

The TRANSIT PARTNER understands that the CITY reserves the right to revoke access to the mobile applications for any reason, such as network security noncompliance.

The TRANSIT PARTNER understands that only approved mobile devices will be supported.

The TRANSIT PARTNER is responsible for maintaining, diagnosing, and repairing all tablet equipment.

The TRANSIT PARTNER’s Information Technology Specialist will escalate only CAD/AVL system-related mobile application issues to the CITY.

The TRANSIT PARTNER understands that the CITY reserves the right to remove all software and lock any tablet device that can potentially compromise the CITY network.

The TRANSIT PARTNER is responsible for shipping mobile devices to the CITY for activation or CAD/AVL-specific application support.

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Out of Scope Onboard Integration with Third-Party Vendor The CITY hosts the backend system and is responsible for the integrity of the entire CAD/AVL system; any modifications, additions, or upgrades must be authorized by the CITY. Any system that connects directly or indirectly to the CAD/AVL system must be approved by the City prior to commencing work.

Digital Video Recorder System (DVRS) The CAD/AVL onboard equipment integrates with the Digital Video Recording System (DVR) to improve maintenance and operational functions such as health status and live look-in capabilities. The onboard surveillance systems consist of interior and/or exterior-mounted cameras used to help mitigate insurance claims for liability and personal injury, resolve customer service issues, address crime and security problems, mitigate graffiti, investigate auto/pedestrian-related incidents, and review operations. The DVRs are not specifically intended to monitor bus operator behavior.

Roles and Responsibilities:

The TRANSIT PARTNER is required to assign a representative to provide initial troubleshooting support for the DVR systems. The TRANSIT PARTNER is responsible for retaining knowledgeable staff who can provide first-level DVR maintenance and support.

The TRANSIT PARTNER understands that the mobile devices reside on the CITY’s secure APN for hosting business CAD/AVL-approved mobile applications.

Any other third-party applications may not work due to network security restrictions.

The TRANSIT PARTNER understands that the CITY must authorize all third-party mobile application requests prior to use on the APN.

The TRANSIT PARTNER understands that first-level mobile support documentation, provided by CITY, is subject to change at CITY’s discretion.

The TRANSIT PARTNER shall be available to address…