Form B_ Scope of Work Shuttle Bus Services.pdf

RFP:105F-24 Shuttle Bus 1

Form -B Scope of Work -Shuttle Bus Services

Scope Of Work

1. Vehicle Equipment Requirements

1.1. Contractors shall have the minimum capability of providing and operating the project specific number of buses, either low-floor ramp-equipped transit buses at least 40’ long or over-the-road coaches. MBTA requires the following minimum number of low-floor ramp-equipped transit buses, depending on Project size:

1.1.1. For projects requiring thirty (30) or fewer vehicles, Contractor shall provide all low-floor ramp-equipped transit buses.

1.1.2. For projects requiring thirty-one (31) to sixty (60) vehicles, Contractor shall provide at least forty (40) low-floor ramp-equipped buses.

1.1.3. For projects requiring sixty-one (61) or more vehicles, Contractor shall provide at least fifty

(50) low-floor ramp-equipped buses.

1.1.4. MBTA may adjust these minimum low-floor quantities for some Projects at its sole discretion.

1.2. All coach vehicles shall be less than 12 years of age. Exceptions to age requirements could be made for low-floor transit vehicles that meet MBTA inspection and certification in compliance with all federal and Authority requirements, at MBTA discretion.

1.3. Contractors are required to operate their own fleet. Sub-contractors are allowed for some Projects. Contractors must confirm that each vehicle used to carry passengers, including those of any sub-contractor, complies with MBTA vehicle standards before it is assigned to a Project.

1.4. Contractor will be responsible for storing and maintaining vehicles and equipment.

1.5. During each Project, the Contractor shall continuously operate, to the greatest extent feasible, all low-floor buses it has committed to providing, in accordance with the daily and hourly minimum low-floor bus counts agreed upon with the MBTA prior to the Project start date. If, at any point during the Project, the Contractor cannot meet the agreed-upon minimum low-floor bus count due to vehicle maintenance issues or other reasons, the Contractor shall immediately notify the MBTA and provide the reason, the number of low-floor buses not available, and the estimated timeframe for restoring those buses to service.

1.6. MBTA reserves the right, at its sole discretion, to inspect and reject, temporarily or permanently, by notice to the Contractor, any vehicle the Contractor proposes to use, or subsequently uses that MBTA deems unacceptable.

2. Vehicle Accessibility Standards

2.1. At a minimum, all buses must comply with DOT ADA Regulations 49 CFR Part 38, including but not limited to the provision of:

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2.1.1. Two wheeled mobility device securement systems with a minimum clear floor area of 30 inches wide by 48 inches length available at all times a bus is in service.

2.1.2. A public address (PA) system capable of announcing bus stops in the form of pre-recorded messages or through verbal announcements made by the Operator;

3. Radio/Communications

3.1. Contractor shall provide, install, and maintain a communication system on each bus and at the

Contractor facility so that operators may communicate with supervisors. Mobile phones are not permitted to be used to fulfill this requirement.

3.2. If sub-contractors are used, all operators shall have the ability to communicate with on-duty supervisors and the central command station.

3.3. When required, Vendor’s supervisor must have the ability to communicate with MBTA’s Operational Control Center (OCC).

4. Vehicle GPS Tracking

4.1. GPS tracking using TransitMaster, Samsara, or other suitable GPS system(s) is required so that

MBTA can provide real-time bus information to our customers about shuttle location and to aid in the response to and investigation of any accidents/incidents that meet the reporting thresholds set forth in Sections 17.5 (Incident and Accident Procedures) and 18.5 (Safety Specific Reporting).

4.2. Shuttle GPS locations, via a data feed or API (application programming interface) shall be made available to MBTA, per Project. GPS data shall include locations of buses operated by any sub-contractors, if they are used. Provided GPS data should preferably include route and destination information for buses actively carrying passengers.

5. Shuttle Bus Decal, Headsign, and Destination Signage

5.1. Each vehicle operated in service must display highly visible, MBTA-designed decals on the front and curb-side exterior indicating the vehicle is an MBTA shuttle bus.

5.2. Route and destination signage must be clearly displayed on the exterior front (headsign or equivalent) and side of each bus

5.3. Buses equipped with an electronic marquee, are required to present shuttle information on the marquee

5.4. Specific route and shuttle information displayed will be reviewed and discussed for each Project.

6. On-vehicle Hardware

6.1. Contractor may be required to host hardware for transit signal priority and automatic camera enforcement.

6.2. MBTA does not require vehicles have an in-vehicle screen. However, any vehicle that is equipped with such device must make it available to place MBTA content for MBTA customers, upon request.

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6.3. Fareboxes are not required for shuttle service. Shuttles typically do not require fares and are provided free of charge to customers. In the event of any major changes to shuttle operations, due to fare policy, MBTA will collaborate with contractors, to provide necessary information and training, on any of the required changes to operations.

7. Fuel

7.1. Contractor shall be responsible for purchasing all fuel necessary for the operation of buses.

8. Vehicle Maintenance Requirements

8.1. Contractor is required to maintain all service vehicles in good overall operating condition and meet all OEM requirements. Contractor shall perform both corrective and preventative maintenance on vehicles and shall maintain adequate records to enable MBTA to verify that a preventative maintenance (PM) schedule is being adhered to by the Contractor. The MBTA reserves the right to:

8.1.1. Inspect vehicles and vehicle records at any time.

8.1.2. Perform technical and engineering audits to ensure all mandated inspections, upkeep and documentation is completed in accordance with OEM, USDOT and/or State DPU

8.2. Contractor shall ensure service vehicles and qualified maintenance staff can respond to vehicles in distress within one (1) hour of a long-term failure for Commuter Rail diversions and within thirty (30) minutes for Subway diversions. This includes, but is not limited to, coach lift malfunctions that occur while a customer is on the lift or onboard the bus and needs to exit, and that cannot be resolved by the Operator. No vehicles shall be permitted to remain on the MBTA or supporting adjacent property longer than four (4) hours. Vehicles experiencing breakdowns at bus stops/busways must be moved immediately to a safe temporary staging location.

8.3. Body Damage: The Contractor shall maintain vehicles free of broken mirrors, broken or cracked windows, grime, rust, chipped paint or dents and body damage. Vehicles with major body damage must be removed from service until the damage is completely repaired.

8.4. Inside Compartment: The Contractor shall maintain the passenger area free from torn or excessively worn floor covering. Seats shall not be broken, damaged or have protruding sharp edges. Broken or damaged seats shall be considered a safety hazard. Securement systems (QStraint or similar) for wheeled mobility devices shall be in good working condition and shall be maintained in a clean, non-frayed or torn manner.

8.5. Heating and Air-Conditioning: Heating and air-conditioning (A/C) systems must be maintained as required to ensure the passenger compartment remains comfortable under all climate conditions. A/C equipment shall be maintained in operating condition, regardless of climate conditions.

8.6. Accessibility Components - Wheelchair Ramp Maintenance and Performance: All accessibility components, including wheelchair ramps, lifts and wheeled mobility device securement systems must be sufficiently maintained and in good operating condition at all times.

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8.6.1. If a ramp or lift fails in service and cannot be deployed (automatically or manually), or both securement areas malfunction, the vehicle shall be pulled immediately from service. Contractor must deploy a replacement bus immediately and no longer than five (5) minutes from notice of the malfunction. If a bus is carrying customers, the bus will complete its run, and only then be pulled from service, however the replacement bus must be deployed regardless.

8.6.2. If a bus ramp or lift malfunctions while a customer is attempting to board and cannot be manually deployed, the vendor must provide replacement service to the customer no longer than thirty (30) minutes after the customer was initially denied service.

8.6.3. Failure to remove and replace the bus will be considered a Failure to board wheeled mobility user as defined in Service Level Agreement in section I.

8.6.4. Contractors that operate coach buses or sub-contract other companies to provide coach buses must have a standard operating procedure (SOP) for responding to lift malfunctions that occur while a customer is on the lift or onboard the bus and needs to exit. The SOP must clearly outline the bus operator’s responsibilities and provide instructions for immediately fixing the cause for the malfunction, when possible. In addition, it must include additional instructions for when the malfunction cannot be quickly resolved, including escalation to supervisory staff, maintenance personnel, the MBTA, and as means of last resort, the local fire department, as necessary.

8.6.4.1. The objective of the SOP is to have a clear and effective response plan that aims to quickly resolve the malfunction while ensuring the safety, dignity and comfort of affected customers.

8.6.4.2. If a vendor doesn’t already have an SOP in place, the vendor must develop one and submit it to the MBTA for review. The MBTA may require vendors to submit existing SOPs for review and approval.

8.7. Vehicle Cleaning: The Contractor shall ensure interior and exterior cleanliness of vehicles. As needed, Contractor shall remove trash, graffiti, or spills, and ensure vehicle is free from odor.

8.7.1. In the event MBTA requires Contractor to perform extensive additional cleaning, beyond regular cleaning standards, due to health or safety concerns, MBTA may, at its discretion, approve these additional costs, at cost to the Contractor. Contractor must pursue a cost-effective solution to this issue and provide documentation to this, as requested.

9. Contract Management

9.1. Contractor is required to have one key manager who will be responsible for operating and managing this service.

9.2. Contractor shall not commit, engage in, or permit any Prohibited Acts as listed in Attachment A:

Prohibited Acts. Those engaging in prohibited acts listed in Attachment A will be removed from current and future MBTA work or sent to re-training at Contractor expense, at MBTA’s sole discretion, depending on the severity of the Prohibited Act.

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9.3. Contractor must meet with MBTA on a quarterly basis to review prior quarter’s performance based on operational, financial, safety and other factors, to set priorities for the coming quarter and to discuss any upcoming major initiatives.

9.4. The Contractor shall develop, implement, and maintain a Continuity of Operations Plan to respond to emergencies and routine problems that may occur. Occurrences include, but are not limited to:

Passenger injuries Deaths Disturbances Illness Inclement weather Accidents Detours Employee injuries Transit operations disruptions Contractor must provide the Continuity of Operations Plan to MBTA for review, upon request.

10. Sub-contractors

10.1. In the event, Contractor intends to use a sub-contractor in the operations of an MBTA service.

Contractor must ensure the subcontractor meets all training provisions, as specified in this RFP, including but not limited to, training of employees on matters of safety, accessibility, and customer service.

10.2. Contractor must confirm all sub-contracted Operators and supervisors meet all the requirements in this RFP, including but not limited to CORI checks, drug and alcohol policies, driving records, accessible vehicles and accessibility training.

10.3. Contractor must inform MBTA, when using sub-contractors, to the name of subcontractor, and number of operators, provided by subcontractor, as well as any other relevant operational information.

11. Operations Management

11.1. The Contractor shall designate one individual to serve as the Project primary point of contact responsible for handling operational issues and providing real-time information regarding performance to the MBTA.

11.2. Contractors are required to have line supervision (road supervisor, inspector, or equivalent) commensurate with the size and complexity of the Project available on site to set up any new Projects and to interface with MBTA operations staff and management. MBTA expects a need for at least one (1) supervisor during service, but reserves the right to review with Contractor per project and throughout the contract term.

11.3. A Supervisor or Lead shall be stationed at both ends of the Project limits during all hours of shuttle operations. The supervisors will:

11.3.1. Ensure sufficient resources are available to handle the customer volume.

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11.3.2. Ensure that the shuttle is operated safely and minimizes the impact on traffic.

11.3.3. Notify MBTA dispatchers of any problems and provide regular ridership updates.

11.3.4. Deploy and maintain traffic management devices supporting the operation.

11.3.5. Keep track of bus operator attendance, breaks, start/end times, etc.

11.3.6. Keep a log of the number of trips operated.

11.3.7. Assist with customer information.

11.3.8. Assist with loading buses.

11.3.9. Assist Operators by ensuring rear doors are clear before they are closed.

11.3.10. Be able to speak, read and write the English language sufficiently to communicate with customers, dispatchers, etc., and to record data and read schedules and maps

11.4. Additional supervisory personnel, including Dispatchers, Supervisors, Leads, or Field Coordinators, shall be deployed at other locations within the Project limits as directed by the MBTA based on operational needs, field conditions, customer complaints, or other circumstances.

11.5. At least one remote dispatcher with radio communications capabilities is required during any hours of operation where a road supervisor is not present; additional dispatch staff shall be assigned commensurate with the size and complexity of the shuttle.

11.6. Dispatch must maintain communications with MBTA Bus Operations Control Center (OCC) as needed, related to shuttle, both in emergency and during regular operations.

11.7. All supervisory personnels must have a clean CORI background check. The MBTA reserves the right to examine CORI checks anytime during the life of the contract.

11.8. Supervisors must pass a drug and alcohol screen test administered in compliance with FTA regulations.

12. Bus Operator Requirements

12.1. Contractor shall ensure that all bus operators involved in providing services under this contract have Commercial Driver’s Licenses with appropriate endorsements. To ensure the continuous compliance with valid Driver’s License requirements, the Contractor must enroll in and participate in the Registry of Motor Vehicle’s Driver Verification System program. The Contractor will keep on file for each Bus Operator a statement from a licensed physician that the driver candidate is medically fit to drive according to DOT guidelines.

12.2. All operators must have a good driving record as defined by MBTA’s Driving Record Policy and a clear CORI background check in order to operate within this service contract. The MBTA reserves the right to review driving records and CORI background checks at any time during the life of the contract. Additionally, the MBTA requires that driving record and CORI background check be completed prior to any new hire drivers starting work on this contract. All Operators

RFP:105F-24 Shuttle Bus 7 who operate an MBTA service, must have a CORI check that is no older than one (1) year, prior to their initial work on any MBTA project.

12.3. Bus Operators and supervisors must pass a drug and alcohol screen test administered in compliance with FTA regulations.

12.4. The Contractor will ensure that all operators involved in providing services receive adequate training to perform their duties. See accessibility section above for details on accessibility -related training requirements.

12.5. All Bus Operators must:

12.5.1. Practice good defensive driving techniques.

12.5.2. Be in a proper uniform that identifies them as employees of the Contractor. Bus Operators shall not wear or display any insignia, patch or emblem other than those supplied by the Contractor. In the event that Contractor staff is required to wear additional items, due to safety concerns (such as face coverings, high-vis vests, etc.), Contractor will ensure staff are supplied with these items and enforce their proper use.

12.5.3. Be courteous, professional, and use good customer relations skills.

12.5.4. Be able to speak, read and write the English language sufficiently to communicate with customers, dispatchers, etc., and to record data and read schedules and maps.

12.5.5. Follow the MBTA’s standards for service to customers with disabilities, including but not limited to the requirements below. Specific ADA/Accessibility requirements are detailed in section 14.

12.5.5.1. Pre-board customers using wheeled mobility devices.

12.5.5.2. Offer lap/shoulder belts to wheeled mobility uses.

12.5.5.3. Properly secure customers’ wheeled mobility devices.

12.5.5.4. Honor reasonable requests for assistance.

12.5.5.5. Allow use of ramp (or lift) by anyone who requests it.

12.5.5.6. Pull to within 6-12 inches and parallel to the curb when boarding and deboarding passengers.

12.5.5.7. Ensure ramp is deployed to sidewalk to ensure that it is not too steep.

12.5.5.8. Be capable of operating a wheelchair ramp (or lift) manually in the event of a mechanical malfunction.

12.5.5.9. Make all required internal and external announcements.

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12.5.6. In the event of an accident, render all assistance that is needed, summon police/EMS as needed, procure witness information, and obtain other such information as may be necessary to make out a complete accident report.

12.5.6.1. Specific accident/incident reporting requirements are outlined in Sections 17.5 (Incident and Accident Procedures) and 18.5 (Safety Specific Reporting).

13. Circle Checks

13.1. The Contractor must ensure that drivers complete a pre-operational "circle check" of their vehicle before each shift on each day of service. Please see Attachment B – MBTA Vehicle Condition Report Form Example.

13.2. Operators must record and submit their findings to maintenance staff. Circle checks must include all vehicle safety and accessibility features. At a minimum, they must include cycling the bus ramp or lift and kneeler, verifying that the bus is equipped with at least eight securement straps, testing the functionality of all securement straps, and verifying that the PA system and exterior front and side destination signs are working properly.

13.3. All operators, including subcontracted operators, must always document circle check results using a comprehensive paper or digital checklist of all critical vehicle components, including all safety and accessibility features. Vendors may be required to submit their circle check form to the MBTA for approval upon request, and if deemed necessary, modify the form to ensure that all critical vehicle components are included (see Attachment B – MBTA Vehicle Condition Report Form Example).

13.4. Any defects or deficiencies identified during the circle check shall be reported immediately and addressed in accordance with the Contractor's maintenance procedures before the vehicle is placed into service, unless otherwise authorized by the MBTA.

13.4.1. If a ramp, lift, or securement area is identified as inoperable during the circle check, the bus shall not be put into service until appropriate repairs are made.

13.5. Completed daily circle checks must be provided to the MBTA for review upon request.

14. ADA/Accessibility Requirements

14.1. Providing fully accessible, safe, inclusive service to all customers is a priority for the MBTA. All vendors must fully comply with DOT ADA Regulations 49 CFR Part 37 and Part 38, commitments in the 2025 Next Generation Accessibility Agreement between the MBTA and Boston Center for Independent Living, as well as MBTA accessibility policies and procedures.

14.2. Accessibility Service Standards include but are not limited to:

14.2.1. Customers who use wheeled mobility devices or ambulatory customers with apparent disabilities must never be denied service at a location where other waiting customers are able to board. Customers with disabilities must also never be delayed in receiving service, segregated from other customers, or be required to use a specific type of vehicle due to their disability.

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14.2.1.1. Contractors must make a concerted effort to board a customer who uses a wheeled mobility device or an ambulatory customer with an apparent disability when a vehicle nearing maximum capacity is able to board other waiting customers.

14.2.1.2. If a customer with a disability is unable to board a bus because it’s at maximum capacity; both securement areas are occupied by customers with secured wheeled mobility devices; or the bus ramp or lift cannot be deployed either automatically or manually, the bus operator and any field personnel providing boarding assistance must immediately contact the appropriate dispatcher for guidance on how to proceed and, if necessary, determine when the next bus is scheduled to arrive, or request a replacement bus. If the customer must wait for another bus, the bus operator must explain why the customer cannot be accommodated and provide the approximate arrival time of the next bus.

14.2.2. Customers using wheeled mobility devices must be pre-boarded and boarded in a timely manner. It should never take more than 10 minutes to fully board and secure a customer using a wheeled mobility device.

14.2.3. All wheeled mobility devices must be properly secured on buses. Proper securement includes the following: applying all available securement straps; attaching all straps to rigid (non-movable) parts of the device; ensuring all straps are straight, untwisted, and adequately tightened; offering the customer use the lap & shoulder belt; and requesting that the customer engage the brakes and/or turn of the power.

14.2.4. Customers not using wheeled mobility devices must be allowed, upon their request, use of kneelers or ramps to board.

14.2.5. Priority seating must be clearly designated and made available to older adults and people with disabilities. Priority seating signage must match the MBTA's standard Priority Seating Sign provided to vendors (see Attachment X: MBTA Priority Seating Sign). On coach buses, priority seating signage must be installed at the first row of seats, on both sides of the aisle, and at both wheeled mobility device securement areas. On low-floor buses, priority seating signage must be installed at the first two sets of forward-facing seats and at both wheeled mobility device securement areas. Signage may be paper or vinyl-based and must be affixed to the window or wall adjacent to the priority seating locations at a height that is readily visible to customers.

14.2.6. All reasonable requests for assistance must be granted to customers with apparent and non-apparent disabilities. Common reasonable requests for assistance include, but are not limited to:

14.2.6.1. Use of ramp/lift/kneeler

14.2.6.2. Assistance boarding/exiting the bus

14.2.6.3. Assistance locating a seat

14.2.6.4. Waiting until the customer is seated before moving the vehicle

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14.2.6.5. Use of lap/shoulder belt

14.2.6.6. Repositioning bus to facilitate boarding/exiting

14.2.6.7. Sighted guide and orientation assistance

14.2.6.8. Verbally announcing the bus’s arrival to the customer’s destination

14.2.7. Stop and destination announcements must be made at every stop along the route and in a manner that can be clearly heard throughout entire bus.

14.2.8. Bus operators must announce the route and destination when servicing stops.

Specifically, after opening the front door, operators must announce the route and destination to customers waiting at the stop. Operators must also announce when the bus is running express or providing any other modified service.

14.2.9. Each bus must display a decal with the international symbol of accessibility (wheelchair icon on a blue background) on the curbside of the vehicle

14.2.10. When assisting customers, Operators must use respectful language and practice effective communication techniques as outlined in the MBTA-supplied accessibility training program.

14.2.11. Staff must never make rude or offensive disability-based comments or gestures

14.2.12. Contractors are required to ensure that two wheeled mobility device securement areas on every coach bus assigned the Project is clear of seating and readily available for use at all times. Seats located within the securement areas must be flipped up and shifted from the area, or removed from the bus.

14.2.13. Contractors are required to test the operation of coach bus lifts at every stop along shuttle routes at least two weeks before the start of a diversion to confirm that lifts can be safely and reliably deployed at each stop. If a Vendor determines that a coach bus lift cannot safely and reliably function at a shuttle stop due to stop conditions, vendors are required to notify the MBTA immediately.

15. Training

15.1. Accessible Service Training: All Contractor staff assigned to a project, including bus operators, field personnel, supervisors and dispatchers who provide shuttle support, must be trained to provide accessible service to older adults and customers with disabilities. This includes all employees of sub-contractors hired by the contractor.

15.1.1. The MBTA will provide vendors with a comprehensive accessibility training program consisting of classroom training materials and a hands-on training agenda. Contractors are required to adopt this training program before providing service under this contract. The classroom materials may be tailored as necessary to account for fleet-specific variances and/or project-specific requirements. If Contractors make any alterations to the materials, RFP:105F-24 Shuttle Bus 11 they are required to submit them to the MBTA for review and approval prior to implementation.

15.1.2. The MBTA accessibility training program consists of:

15.1.2.1. Classroom training including but not limited to:

15.1.2.1.1. Policies and procedures for compliance with DOT ADA regulations, and MBTA Accessible Service Standards listed below and as described in MBTA’s Key Accessibility1 Policies.

15.1.2.1.2. Communicating with customers with disabilities

15.1.2.1.3. Servicing bus stops safely

15.1.2.1.4. Providing sighted guide and orientation assistance to customers who are blind/have low vision

15.1.2.1.5. Reporting and removing buses with an inoperable ramp or lift or securement areas (2) from service

15.1.2.1.6. Assisting customers with disabilities during emergencies

15.1.2.2. Hands-on training on:

15.1.2.2.1. Proper use of vehicle ramps and/or lifts

15.1.2.2.2. Troubleshooting ramp and/or lift malfunctions

15.1.2.2.3. Proper securement of wheeled mobility devices, including the application lap & shoulder belts

15.1.2.2.4. Making clear audible stop and destination announcements onboard buses using the PA system

15.1.3. Alternatively, the Contractor may request to send its employees to the MBTA’s Bus Operator Accessibility Training (costs to be covered by vendor), pending the MBTA’s approval and availability. The MBTA may require specific employees or groups of employees to attend the MBTA’s Bus Operator Accessibility Training if customer complaints and/or reported Internal Access Monitoring violations suggest previous accessibility training provided to employees may have been insufficient.

15.1.4. Prior to the start of an MBTA Project, all applicable Contractor employees assigned to the Project must complete MBTA-approved accessibility training, regardless of any previous accessibility training employees may have received. Refresher accessibility training must be completed a minimum of once every 24 months.

1 MBTA’s Key Accessibility Policies can be found at: https://www.mbta.com/accessibility/key-policies

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15.1.5. Employees identified through customer complaints or Internal Access Monitoring incidents must receive coaching and/or remedial training that specifically addresses the rule or procedure violation(s) identified, with the objective of preventing recurrence. Repeat violations will require documentation that the employee received training.

15.1.6. All accessibility training, including new hire, refresher and remedial training, must be conducted in person and instructor-led.

15.1.7. Contractors must provide the MBTA with at least five (5) business days of advanced notice of all scheduled accessibility training classes.

15.1.8. The MBTA reserves the right to observe any training class to verify that the approved training program is being fully delivered on a consistent basis and in an appropriate manner.

If the MBTA determines that the training program is not being fully utilized or delivered in accordance with the approved material or doesn’t meet MBTA expectations, the Contractors may be required to take corrective action.

15.1.9. Upon completion of each accessibility training class, Contractors must submit to the MBTA documentation stating each participant’s name, job title and date of attendance, within five (5) business days.

15.1.10. Contractors must also provide documentation demonstrating that each bus operator, and any other employees whose job responsibilities include the following duties, have successfully demonstrated proficiency in:

15.1.10.1. Properly securing wheeled mobility devices, including the application of lap & shoulder belts

15.1.10.2. Successfully deploying low-floor bus ramps, coach lifts, or both, as necessary based on the vehicle types that the employee is expected to operate

15.1.10.3. Making clear audible stop and destination announcements using the bus PA system

15.1.10.4. Troubleshooting vehicle ramp and/or lift malfunctions

15.1.10.5. Employee demonstration of proficiency must be completed upon completion of the required accessibility training.

15.1.11. All training requirements (and MBTA approval of materials) must be met prior to the contract start date, and throughout the life of the contract, but not necessarily prior to bid submission.

15.2. Project Specific Route Training

15.2.1. Contractors must ensure that all supervisory staff and operators, including sub-contracted staff are trained in the shuttle route, stops, and other pertinent operational information for the Project prior to the start of the Project.

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15.2.2. If a Project shuttle limit is repeated, e.g. the same shuttle limits on multiple weekends, Contractors are only required to provide training prior to the start of the first Project.

15.2.3. MBTA reserves the right to observe Project specific training and review training logs for invoice auditing.

16. Complaint Management

16.1. The Contractor is obligated to thoroughly investigate and substantially resolve all complaints alleging safety, accessibility, and Title VI civil rights violations.

16.2. If the MBTA receives a customer complaint or a report of an accessibility rule violation via the MBTA Internal Access Monitoring Program, the MBTA will notify the Contractor as soon as possible. The Contractor must acknowledge receipt of the complaint or rule violation and begin an investigation within 24 hours of notification.

16.3. If the Contractor receives a customer complaint, the MBTA must be notified within 24 hours.

This includes complaints reported directly to vendor employees or issues or incidents that are likely to generate customer complaints, including but not limited to, significant delays in service, altercations with customers, and vehicle accessibility equipment malfunctions.

16.4. Once the Contractor receives or is notified of a customer complaint or a rule violation, the Contractor must:

16.4.1. Conduct and complete a thorough investigation of the complaint or rule violation and substantially resolve it

16.4.2. Report all investigation report to the MBTA within 30 calendar days of receiving the complaint or notification. The report must include the investigation findings, the root cause(s) of the incident, and all corrective action measures taken in (See Attachment X: – Customer Complaint Investigation & Resolution Guidelines).

16.4.3. If systemic issues are identified during the course of an investigation or over a period of time, such as repeated vehicle equipment failures or employee non-compliance, the Contractor may be required to develop a corrective action plan and submit it to the MBTA for review and approval as soon as possible.

16.5. Depending upon the nature of the complaint and respective findings, the MBTA may apply financial penalties per the Service Level Agreement included in this RFP.

17. Safety Program

17.1. The Contractor is responsible for safety under the Contract. The Contractor shall safely render all services (and perform all work) under the Contract. The Contractor shall provide a safe environment for the public and the Contractor. The Contractor shall provide and maintain on the site, at all times, first aid kits which contain all emergency medical supplies likely to be required by persons utilizing the Contractor’s services.

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17.2. The Contractor shall be responsible for compliance with all applicable Federal, State, County, and local laws, ordinances, and regulations during the performance of this work.

17.3. The Contractor shall enforce the use of any and all personal protective equipment needed to complete the tasks required by this Contract. The Contractor shall provide warning signs, barricades, and verbal warnings as required.

17.4. General Requirements

17.4.1. The MBTA reserves the right to conduct oversight of any part of the Contractor’s services to ensure full compliance with all regulatory requirements, the MBTA’s Transit Safety Plan (TSP) set forth in Attachment C, and other system safety programs, plans, initiatives, rules, policies, and directives, as well as to ensure the safe performance of services.

17.5. Incident and Accident Procedures

17.5.1. The Contractor shall work in conjunction with the MBTA to ensure the safety of all passengers. In addition to training and planning efforts, the proper response to each incident and accident is of critical importance to passenger safety.

17.5.2. Contractor employees shall follow all reporting requirements set forth in Sections 17 (Safety Program) and 18.5 (Safety Specific Reporting) as necessary, depending on the nature of the incident.

17.5.3. In the event that a Contractor employee is involved in an accident or an incident that meets an MBTA Safety Reportable Event threshold (defined below) and/or disrupts service delivery (including but not limited to breakdown, accident, customer disruption, etc.) in any way, the Contractor employee shall notify their Dispatcher/Supervisor immediately. Within fifteen

(15) minutes, the Contractor shall contact the MBTA Bus Operations Control Center (OCC) to report the incident and shall keep the MBTA Bus OCC informed of all situational updates until the incident is resolved.

17.5.3.1. Depending on the nature of the reported safety event, members of MBTA Safety may respond to the incident location to provide assistance and/or to conduct joint investigative activities, in accordance with the provisions listed in Section 17.6.2.6 (Accident / Incident Notification, Investigation and Reporting).

17.5.4. Within twenty-four (24) hours of the incident’s occurrence, the Contractor shall provide an initial written report to the MBTA detailing everything known at the time.

17.5.5. The Contractor shall have twenty-one (21) calendar days from the incident’s occurrence to submit a full investigative report to the MBTA, including findings and any actions or improvements taken as a result of such findings.

17.5.6. If at any point in the investigation, it is not feasible to complete documentation in the required timeframes due to the nature of the incident or subsequent relevant events, the Contractor shall notify the MBTA of this and request an extension as soon as apparent.

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17.5.7. Certain incidents qualify as MBTA Safety Reportable Events, and the Contractor must follow MBTA-specified reporting processes for these Events. MBTA Safety Reportable Events shall be reviewed and investigated to identify systemic issues to be rectified. The thresholds for MBTA Safety Reportable Events listed in this section apply to all collisions and/or safety events that occur in, around, or to Contractor-controlled facilities, equipment, Revenue Vehicles, Non-Revenue Vehicles, or associated infrastructure used in relation to this Agreement:

17.5.7.1. Fatality at the scene or occurring within 30 days following a collision

17.5.7.1.1. Excludes deaths in or on Contractor-controlled property that are a result of criminal actions, drug overdose, exposure to the elements, illness, or natural causes

17.5.7.2. Collision with a person or bicyclist

17.5.7.3. Collision resulting in disabling damage to any MBTA and/or Contractor vehicle

17.5.7.4. Collision resulting in two (2) or more injuries that require immediate medical attention away from the scene

17.5.7.5. Collision at/on or involving a Railroad Grade Crossing

17.5.7.6. Safety events in or on Contractor-controlled property resulting in an evacuation for life safety reasons, such as a fire, the presence of visible smoke, or noxious fumes

17.5.8. Medical Emergency Assistance

17.5.8.1. In the event of a medical emergency, the Contractor employee shall immediately pull the vehicle out of traffic where safe to do so and notify their Dispatcher/Supervisor of the emergency.

17.5.8.2. The Dispatcher/Supervisor shall immediately take appropriate measures to mitigate the emergency, including notifying the appropriate law enforcement or medical assistance personnel.

17.5.8.3. The Contractor employee shall provide any assistance reasonably required and as required under Section 12 (Bus Operator Requirements). The Contractor employee shall stay with the customer until emergency assistance arrives.

17.5.9. Illegal Acts and Abusive Behavior

17.5.9.1. In the event that any customer engages in any illegal act or in a manner that is unsafe to any vehicle occupant, and/or strikes or otherwise abuses any vehicle occupant, the Contractor employee shall, at the earliest safe moment, report the incident to their Dispatcher/Supervisor and await further instruction.

17.5.10. Hours of Service Requirements

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17.5.10.1. No Contractor employee shall operate a revenue vehicle for more than twelve consecutive hours or for more than fifty (50) hours total in a given week unless otherwise approved or directed by the MBTA. There must be a minimum of ten (10) hours off-duty between working shifts (inclusive of non-driving activities), and the maximum hours that can be worked over a 72-hour period is forty (40) hours. These maximums shall reflect the maximum amount of time that a Contractor employee shall be in service, including non-revenue service time (for training, administrative coaching, etc.), less any break time.

17.5.10.2. In compliance with M.G.L. c. 149, §100, the Contractor shall provide a mandatory break of thirty (30) minutes for duties that are six or more hours long.

17.6. Operator Safety Compliance Plan

17.6.1. Establishment, Approval, Review, and Modification

17.6.1.1. The Contractor shall establish a plan to ensure the safety of customers, employees, emergency responders, and the general public (Operator Safety Compliance Plan or OSCP) that delineates compliance with applicable provisions of the MBTA’s Transit Safety Plan set forth in Attachment C.

17.6.1.2. The Contractor shall submit the OSCP to the MBTA Chief Safety Officer (CSO) and/or their designee(s) within ninety (90) calendar days of the date of the Notice to Proceed. The MBTA CSO will review the OSCP and either approve the OSCP or, within thirty (30) calendar days, direct the Contractor to revise the OSCP. The Contractor shall revise the OSCP accordingly within thirty (30) calendar days of receipt of such revisions from the MBTA CSO.

17.6.1.3. Annually, the Contractor shall update the OSCP and deliver it to the CSO and/or their designee(s) within thirty (30) days of receiving any annual revisions to the MBTA’s Transit Safety Plan and other safety programs, plans, initiatives, rules, policies, and directives, and with all other regulatory requirements. The Contractor shall also identify changes that require modification of the OSCP on an ongoing basis and incorporate them in the OSCP and submit these changes to the MBTA CSO and/or their designee(s) for approval by a date to be determined at the MBTA’s discretion.

17.6.1.4. The MBTA may request modifications to the OSCP due to internal audit report results, on-site reviews and investigations, changing trends in accident/incident or security data, external audits, tests, reviews, or other reasons that may come to the attention of the MBTA. Upon receipt of a written request for OSCP modifications from the MBTA, the Contractor shall submit a revised OSCP for approval by a date to be determined at the MBTA’s discretion.

17.6.2. Plan Requirements

The Contractor shall implement an OSCP that, at a minimum, contains the following:

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17.6.2.1. Purpose, Scope, Goals, and Objectives – A brief description of the OSCP in relation to the MBTA’s Transit Safety Plan, subject to the approval of the MBTA CSO.

17.6.2.2. Management Structure – A description of the management structure, roles, and responsibilities of all applicable departments, and management commitment to safety.

The Contractor shall establish a point of contact (e.g., a Safety Manager or similar position) for direct communication, interface, and coordination with the MBTA CSO and their designee(s).

17.6.2.3. OSCP Implementation – Appropriate policies and procedures, lines of authority, levels of responsibility and accountability, and methods of documentation. This documentation is subject to review and approval by the MBTA CSO.

17.6.2.4. Safety Risk Management – A Safety Risk Management Process that will identify, track, assess, and resolve hazards to achieve the highest practical level of safety, in order to protect passengers, employees, operations, and property. The Contractor shall immediately notify the MBTA of unacceptable hazardous conditions or concerns and will include MBTA Safety in the investigation, analysis, review, mitigation, prioritization, and resolution processes.

17.6.2.5. Safety Data Acquisition – A plan to carry out and track regular internal audits, assessments, inspections, tests, and reviews to ensure compliance with all aspects of MBTA’s TSP, Safety Risk Management, MBTA Safety Policies, plans, initiatives, rules, and directives, and with all applicable regulatory requirements. The results of these audits, inspections, tests, and reviews will also be used as input for the annual revision of the OSCP. Audit results shall be made available to MBTA Safety on demand.

17.6.2.6. Accident / Incident Notification, Investigation and Reporting – A joint safety incident notification, tracking, investigation, reporting, and review plan for incidents and accidents that meets or exceeds the requirements of Sections 17.5 (Incident and Accident Procedures) and 18.5 (Safety Specific Reporting).

17.6.2.7. Drug and Alcohol Program – To the extent Contractor personnel perform a safety-sensitive function under this Agreement, the Contractor and its subcontractors must fully establish and implement, during the entire term of this Contract, an Anti-Drug and Alcohol Misuse Prevention Program in accordance with US DOT, FTA regulations found at 49 C.F.R. Part 40, 49 C.F.R. Part 655, and the MBTA Drug and Alcohol Policy set forth in Attachment D.

17.6.2.7.1. The OSCP shall provide the names, address, and telephone number of the Contractor’s United States Department of Health and Human Services (DHHS)-certified testing laboratory, collections sites utilizing 49 C.F.R. Part 40 collection procedures, Medical Review Officer, and Substance Abuse Professional, as well as the Contractor’s personnel responsible for administering this program. The program shall include the following:

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17.6.2.7.1.1. Policy statement reflecting the requirements listed in 49 C.F.R.

Part 655;

17.6.2.7.1.2. Supervisory and employee training;

17.6.2.7.1.3. Personnel titles and functions subject to testing; and

17.6.2.7.1.4. Consequences of a positive test result.

17.6.2.7.2. The Contractor shall verify compliance with the program by:

17.6.2.7.2.1. Administering the policy, including revisions to the policy as required, policy communication to employees, and periodic review of all safety-sensitive positions designated for testing.

17.6.2.7.2.2. Ensuring that supervisors and managers, as well as all employees, receive the required Drug and Alcohol Training and Reasonable Suspicion Training, including establishing and maintaining a current database for monitoring these training requirements to ensure that new employees or employees who are promoted, even temporarily, receive the required training.

17.6.2.7.2.3. Managing the specimen collection process and overseeing the contract for laboratory testing, including ensuring that the provider meets all requirements, certification, and standards as established by the DHHS for Drug and Alcohol Testing.

17.6.2.7.2.4. Providing test result data and relevant medical history information to MBTA Safety on a need-to-know basis as part of an official accident/incident investigation.

17.6.2.7.3. The Contractor must make provisions to comply with federal Drug and Alcohol Testing regulations during all hours of operations, including late evening, weekends, and holidays. The Contractor shall submit a letter from the collection site(s) certifying that drug and alcohol testing will be provided at any and all times the Contractor’s employees are performing safety-sensitive duties in relation to this Agreement.

17.6.2.8. Emergency Management Planning & Coordination – Processes, procedures, and training for responding to emergency medical conditions experienced by customers or personnel, as well as plans for responding to other incidents that threaten the safety or security of customers or personnel. Reporting protocols must align with Sections 17.5 (Incident and Accident Procedures) and 18.5 (Safety Specific Reporting). The Contractor shall work in conjunction with the MBTA to ensure customer safety and a proper response to each incident, accident, or customer safety concern.

17.6.2.9. Internal Safety Review Process – Processes for internal safety audits and procedures to incorporate quality assurance requirements to ensure all safety audits are

RFP:105F-24 Shuttle Bus 19 comprehensive. The Contractor shall submit all audits that are conducted in relation to this Agreement to the MBTA, including any audits conducted by federal and/or state authorities, and the Contractor shall implement recommended corrective actions as directed by the MBTA. Corrective actions shall also be audited by the MBTA for implementation. The audit scope shall include safety, security, emergency management, quality assurance and quality control, reliability and sustainability, inspections, assessments, and reviews.

17.6.2.10. Rules Compliance/Procedures Review – A Rules Compliance Program and procedures to ensure compliance with established rules. The purpose of the Rules Compliance Program is to:

17.6.2.10.1. Reduce accidents caused by human error;

17.6.2.10.2. Improve and enhance the vigilance of employees to comply with established rules and procedures;

17.6.2.10.3. Determine the degree of compliance with established rules to improve compliance;

17.6.2.10.4. Focus attention on rules and areas where there is a need to improve employees’ knowledge, training, and skill level;

17.6.2.10.5. Incorporate lessons learned into existing training programs;

17.6.2.10.6. Establish a baseline of documentation that tracks an individual employee’s compliance with operating rules, absent of an accident investigation;

17.6.2.10.7. Allow management, training staff, and supervisory personnel to assess trends and incorporate this information into established training programs; and

17.6.2.10.8. Allow an individual employee the opportunity for additional training/instruction if an issue with compliance is identified before an accident/incident occurs.

17.6.2.11. Maintenance Audits/Inspections – A Vehicle Maintenance Program that meets or exceeds the requirements outlined in Section 8 (Vehicle Maintenance Requirements).

17.6.2.12. Training and Certification Review/Audits – Processes and procedures to ensure that the training programs developed to comply with Sections 11 through 17 are consistent with rulebooks, manuals, handbooks, and other documentation developed for the training and certification of operations and maintenance personnel.

17.6.2.13. Employee and Contractor Safety Program – A plan for contractor management of employees and subcontractors to…