NEORide_microtransit_turnkey_Requirements.xlsx
XLSX spreadsheet 38 KB Posted
- Solicitation number
- 2026-RFP -3
- Issued by
- Summit County, Ohio
About this file
This is a Compliance Matrix document for NEORide's Microtransit, Paratransit, and Turnkey Transportation Services procurement in Ohio. The document establishes 310 detailed compliance requirements that proposers must address across multiple operational categories including fleet management, service delivery, operator qualifications, dispatch operations, safety and regulatory compliance, facilities, staffing, customer service, and contract closeout procedures. Proposers must indicate compliance status for each requirement as either "C" (complies), "N" (does not comply), or "CM" (complies only with modified requirement language), and must provide specific proposal references documenting how compliance will be achieved. The procurement solicitation deadline is Friday, November 20, 2026, at 4:00 p.m. EST, with proposals submitted electronically through the designated portal. The contract will be structured through a Master Service Agreement with NEORide, with individual Participating Agencies executing partnership agreements to utilize services at negotiated pricing. Contract performance is contingent on approval by the Ohio Department of Transportation and the United States Department of Transportation.
The requirements matrix addresses comprehensive operational standards covering fleet composition and maintenance, vehicle accessibility and safety equipment, operator qualifications and background screening, dispatch staffing and coordination, performance metrics and reporting, billing and invoicing procedures, and subcontractor management. Key provisions require contractors to maintain minimum vehicle age and mileage thresholds, provide wheelchair-accessible vehicles at specified ratios, achieve 90 percent on-time performance for pickups, conduct monthly performance reviews with Participating Agencies, and maintain detailed records for audit purposes. The document specifies insurance requirements including cyber-liability coverage of at least $5 million, annual staffing turnover limits of 35 percent for operators, and response times for various operational and customer service functions. Pricing structure permits either trip-based variable charges or fixed cost arrangements with documented cost allocation methodologies, and the contract includes provisions for transition assistance and data transfer upon contract conclusion. Disadvantaged business enterprises are afforded full opportunity to submit proposals under Ohio's competitive procurement regulations.
View the file
Other files
| File | Type | Posted |
|---|---|---|
| Microtransit,_Paratransit_and_Turnkey_Transportation_Services.pdf | ||
| NEORide_SaaS_Requirements.xlsx | XLSX spreadsheet | |
| NEORide_Tunkey_Service_Price_Sheet.xlsx | XLSX spreadsheet | |
| NEORide_SaaS_price_sheet.xlsx | XLSX spreadsheet | |
| NEORide_Mobility_Platform_and_Turnkey_SOW.pdf | ||
| Sample_Participation_Agreement.pdf | ||
| Sample_MSA_.pdf |
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Compliance Matrix
| Instructions for filling out the matrix |
| The proposer is required to indicate the compliance status relative to each individual requirement listed in the Compliance Matrix. For each requirement, the proposer must indicate if its proposed system will comply (C); not comply (N); or comply only if NEORide accepts a proposed modified version of the requirement (CM). |
No additional commentary shall be provided for responses of “C” or “N” unless the proposer exceeds the requirement (see below). For each requirement marked with a “C” or “CM,” proposers are required to provide a reference to exactly where in the proposal there is a description of how this requirement will be met. Proposers must provide at least the section and page numbers of the part of the proposal that verifies the claim that the proposer complies with the requirement.
| A response of “CM” should only be used to indicate that the proposer will comply if the requirement wording is changed to specific alternate text that must be provided by the proposer in the column provided. A response of “CM” will be equivalent to a response of “C” if NEORide agrees to change the requirement as proposed, or equivalent to a response of “N” if NEORide decides to not change the requirement. If alternate requirement wording is not included in the matrix in conjunction with a “CM” response, this will be treated as an “N” response. |
| In the situation where the proposer exceeds the stated requirement, the proposer must indicate a response of “C” for the compliance status and must provide an explanation as to how that requirement exceeds the original requirement. |
| Req. No | Category | Sub-category | Requirement | Proposed Compliance Status (C/N/CM) | Proposed Modified Requirement Text (required for CM or where the requirement is exceeded) | Proposal Reference (Section No. & Page No.) |
| 1 | Fleet | General | Each Participating Agency shall select an Agency provided, Contractor-provided, or mixed fleet. The Contractor shall provide, own, or lease vehicles only where the Agency elects Contractor provided fleet. The Contractor shall operate and maintain all assigned vehicles to the same applicable safety, accessibility, maintenance, and service standards, regardless of ownership. | |||
| 2 | Fleet | General | All vehicles shall comply with applicable Federal Motor Vehicle Safety Standards (FMVSS). | |||
| 3 | Fleet | General | The Contractor shall submit a fleet plan identifying vehicle make, model, year, seating capacity, and accessibility configuration for each vehicle proposed for a Participating Agency's service prior to deployment. | |||
| 4 | Fleet | General | The Participating Agency shall have the right to inspect and approve any vehicle prior to its introduction into revenue service. | |||
| 5 | Fleet | Vehicle Type and Accessibility | The Contractor shall provide a mix of vehicle types sufficient to meet the capacity, accessibility, and service-model requirements (e.g., curb-to-curb, door-to-door) configured by Participating Agency. | |||
| 6 | Fleet | Vehicle Type and Accessibility | The Contractor shall provide wheelchair-accessible vehicles (WAVs) in a ratio sufficient to ensure no eligible trip request is denied for lack of accessible vehicle capacity. | |||
| 7 | Fleet | Vehicle Type and Accessibility | WAVs shall be equipped with a lift or ramp meeting the boarding-device requirements of 49 CFR Part 38. | |||
| 8 | Fleet | Vehicle Type and Accessibility | WAVs shall be equipped with wheelchair securement systems meeting applicable federal accessibility requirements and any wheelchair capacity requirements established by the Participating Agency. | |||
| 9 | Fleet | Vehicle Type and Accessibility | The Contractor shall accommodate common mobility aids, including but not limited to manual wheelchairs, power wheelchairs, scooters, and walkers, up to the dimensions and weight limits specified in 49 CFR Part 38. | |||
| 10 | Fleet | Vehicle Type and Accessibility | No vehicle placed into revenue service shall exceed 6 years of age, measured from the vehicle's model year. | |||
| 11 | Fleet | Vehicle Type and Accessibility | No vehicle placed into revenue service shall exceed 150,000 miles, unless a higher mileage threshold is approved in writing by the Participating Agency. | |||
| 12 | Fleet | Vehicle Type and Accessibility | The Contractor shall submit a vehicle replacement schedule to each Participating Agency, updated at least annually. | |||
| 13 | Fleet | Vehicle Type and Accessibility | The Contractor shall remove a vehicle from revenue service upon reaching the applicable age threshold unless a written extension is granted by the Participating Agency. | |||
| 14 | Fleet | Fleet Availability | The Contractor shall maintain a minimum active fleet size, by vehicle type, sufficient to meet the service levels defined in each Participating Agency's service configuration. | |||
| 15 | Fleet | Fleet Availability | The Contractor shall maintain a spare vehicle ratio of at least 15% of the active fleet to accommodate scheduled maintenance and unplanned out-of-service events without service disruption. | |||
| 16 | Fleet | Fleet Availability | The Contractor shall provide a replacement vehicle within a Participating Agency within 5 hours in the event a vehicle becomes unavailable during revenue service. | |||
| 17 | Fleet | Fleet Availability | The Contractor shall notify the Participating Agency's dispatch staff immediately when active fleet availability falls below the level needed to meet scheduled service. | |||
| 18 | Fleet | Onboard Equipment | Each vehicle shall be equipped with a mobile data terminal (MDT) or equivalent device capable of running the Mobility Platform's Vehicle Application as described in Mobility Platform RFP. | |||
| 19 | Fleet | Onboard Equipment | For Turnkey Services, the Contractor shall procure, maintain, and provide cellular connectivity for all vehicle hardware required to operate the Mobility Platform's Vehicle Application unless otherwise specified by the Participating Agency. | |||
| 20 | Fleet | Onboard Equipment | Each vehicle shall be equipped with an automatic vehicle location (AVL) device or equivalent capability integrated with the Mobility Platform. | |||
| 21 | Fleet | Onboard Equipment | Each vehicle providing ADA paratransit or specialized DRT service shall be equipped with a two-way communication device enabling voice contact between the operator and dispatch. | |||
| 22 | Fleet | Onboard Equipment | The Contractor shall equip each vehicle with onboard video recording equipment, with audio recording required only when specified by the Participating Agency and permitted by applicable law. | |||
| 23 | Fleet | Onboard Equipment | Recorded video and audio data shall be retained for a minimum of 30 days and made available to the Participating Agency upon request for incident investigation. | |||
| 24 | Fleet | Vehicle Safety | Each vehicle shall carry a fire extinguisher meeting applicable state and federal requirements. | |||
| 25 | Fleet | Vehicle Safety | Each vehicle shall carry a first aid kit meeting applicable state and federal requirements. | |||
| 26 | Fleet | Vehicle Safety | Each vehicle shall carry a reflective triangle or equivalent roadside warning device. | |||
| 27 | Fleet | Vehicle Maintenance | The Contractor shall be responsible for all maintenance, repair, and servicing of vehicles used to deliver Participating Agency service. | |||
| 28 | Fleet | Vehicle Maintenance | The Contractor shall maintain all vehicles in accordance with the manufacturer's recommended maintenance schedule at minimum. | |||
| 29 | Fleet | Vehicle Maintenance | The Contractor shall employ or contract with qualified maintenance personnel to perform all vehicle maintenance and repair work. | |||
| 30 | Fleet | Preventative Maintenance | The Contractor shall perform preventive maintenance inspections on each vehicle at intervals not to exceed those defined in the Contractor's preventive maintenance program. | |||
| 31 | Fleet | Preventative Maintenance | The Contractor shall remove a vehicle from revenue service if it exceeds its scheduled preventive maintenance interval, until the required maintenance is completed. | |||
| 32 | Fleet | Preventative Maintenance | The Contractor shall include onboard technology (e.g., mobile data terminals, AVL devices, cameras) in its preventive maintenance program to ensure continued functionality. | |||
| 33 | Fleet | Roadside Breakdown | The Contractor shall provide a roadside assistance capability available during all scheduled hours of service. | |||
| 34 | Fleet | Roadside Breakdown | The Contractor shall provide a replacement vehicle or alternative transportation within the service-recovery timeframe established by the Participating Agency when a vehicle cannot be returned to service on-site. | |||
| 35 | Fleet | Roadside Breakdown | The Contractor shall ensure the safe transfer of any onboard riders to a replacement vehicle or alternative transportation in the event of a breakdown. | |||
| 36 | Fleet | Cleanliness | The Contractor shall clean the interior of each vehicle at least once per service day. | |||
| 37 | Fleet | Cleanliness | The Contractor shall clean the exterior of each vehicle on a recurring basis (minimum weekly) or more frequently as needed to maintain a presentable appearance. | |||
| 38 | Fleet | Cleanliness | The Contractor shall remove a vehicle from revenue service and perform a deep clean or disinfection following a incident such as vomiting or any contaminated fluid spill. | |||
| 39 | Maintenance | General | The Contractor shall provide or contract for a maintenance facility with the capacity, equipment, and staffing necessary to support the Contractor's fleet size and preventive maintenance schedule. | |||
| 40 | Maintenance | General | The Contractor's maintenance facility and fueling and charging infrastructure shall comply with applicable environmental, safety, and hazardous materials handling regulations. | |||
| 41 | Maintenance | General | The Contractor shall maintain a maintenance history file for each vehicle, including all preventive maintenance, corrective repairs, inspections, and out-of-service events. | |||
| 42 | Maintenance | General | The Contractor shall make vehicle maintenance records available to the Participating Agency for audit upon reasonable notice. | |||
| 43 | Service Delivery | General | The Contractor shall execute all trips in accordance with the manifest generated by the Mobility Platform. | |||
| 44 | Service Delivery | General | The Contractor shall ensure operators record trip events (e.g., pick-up, drop-off, no-show) in the vehicle-based application in real time. | |||
| 45 | Service Delivery | General | The Contractor shall not deviate from an assigned manifest without dispatcher approval, except as necessary to respond to a safety emergency. | |||
| 46 | Service Delivery | General | The Contractor shall ensure operators follow the service model (e.g., curb-to-curb, door-to-door, door-through-door) configured for each trip by the applicable Participating Agency. | |||
| 47 | Service Delivery | General | The Contractor shall accommodate dispatcher-directed trip reassignments issued by the Participating Agency's dispatch staff. | |||
| 48 | Service Delivery | General | The Contractor shall ensure operators acknowledge receipt of a reassigned or modified trip prior to proceeding to the new pick-up location. | |||
| 49 | Service Delivery | General | The Contractor shall notify affected riders of a material trip change (e.g., vehicle substitution, significant delay) through an available communication channel consistent with the rider's notification preferences. | |||
| 50 | Service Delivery | Pick-Up Operations | The Contractor shall ensure operators arrive at the scheduled pick-up location within the pick-up window configured by the Participating Agency. | |||
| 51 | Service Delivery | Pick-Up Operations | The Contractor shall ensure operators verify rider identity using the trip- and vehicle-identification information available to the operator prior to boarding. | |||
| 52 | Service Delivery | Pick-Up Operations | The Contractor shall ensure operators provide boarding assistance to riders who request or require it, consistent with the mobility aid and assistance information recorded in the rider's profile. | |||
| 53 | Service Delivery | Pick-Up Operations | The Contractor shall ensure operators secure mobility devices in accordance with applicable federal accessibility regulations prior to departing the pick-up location. | |||
| 54 | Service Delivery | Drop-Off Operations | The Contractor shall ensure operators transport riders directly to the scheduled drop-off location, except as required by a documented service disruption or safety condition. | |||
| 55 | Service Delivery | Drop-Off Operations | The Contractor shall ensure operators provide alighting assistance to riders who request or require it. | |||
| 56 | Service Delivery | Drop-Off Operations | The Contractor shall ensure operators record trip completion at the time of drop-off, consistent with any geofencing rules configured by the Participating Agency. | |||
| 57 | Service Delivery | On-time performance | The Contractor shall achieve an on-time performance rate of at least 90% for pick-ups, measured against the pick-up window configured by each Participating Agency. | |||
| 58 | Service Delivery | On-time performance | The Contractor shall notify the Participating Agency's dispatch staff of any trip at risk of missing its scheduled pick-up window as soon as the risk is identified. | |||
| 59 | Service Delivery | On-time performance | The Contractor shall provide an explanation for any trip that fails to meet the on-time performance standard, upon request by the Participating Agency. | |||
| 60 | Service Delivery | No Show and Cancellations | The Contractor shall ensure operators record a rider no-show only after the minimum wait time configured by the Participating Agency has elapsed. | |||
| 61 | Service Delivery | No Show and Cancellations | The Contractor shall ensure operators do not record a no-show unless the operator has made a reasonable attempt to notify the rider of arrival, using the notification methods available to the operator. | |||
| 62 | Service Delivery | No Show and Cancellations | The Contractor shall notify dispatch immediately upon recording a no-show so the vehicle and driver can be reassigned to other scheduled trips. | |||
| 63 | Service Delivery | No Show and Cancellations | The Contractor shall execute rider or agency initiated trip cancellations without unreasonable delay. | |||
| 64 | Service Delivery | Service Disruptions | The Contractor shall notify the Participating Agency's dispatch staff immediately upon any event that prevents a vehicle from completing its assigned manifest (e.g., breakdown, accident, road closure). | |||
| 65 | Service Delivery | Service Disruptions | The Contractor shall reassign affected trips to another available vehicle or driver as soon as operationally feasible following a service disruption. | |||
| 66 | Service Delivery | Service Disruptions | The Contractor shall maintain a contingency operations plan describing procedures for widespread service disruptions (e.g., severe weather, multi-vehicle outage), to be provided to each Participating Agency for approval. | |||
| 67 | Service Delivery | Operator Conduct | The Contractor shall ensure operators provide the level of passenger assistance (e.g., door-to-door escort) configured for each trip by the applicable Participating Agency. | |||
| 68 | Service Delivery | Operator Conduct | The Contractor shall ensure operators do not deny transport to a rider on the basis of disability, mobility aid, or service animal. | |||
| 69 | Service Delivery | Vehicle Safety | The Contractor shall perform a pre-trip safety inspection of each vehicle prior to entering revenue service each service day. | |||
| 70 | Service Delivery | Vehicle Safety | The Contractor shall perform a post-trip safety inspection of each vehicle at the end of each service day. | |||
| 71 | Service Delivery | Vehicle Safety | The Contractor shall comply with all applicable state and federal vehicle safety inspection requirements. | |||
| 72 | Service Delivery | Fare Collection | Where fare handling is assigned to the Contractor, the Contractor shall collect, safeguard, reconcile, and remit fare revenue in accordance with Participating Agency policy. | |||
| 73 | Vehicle operators | General | The Contractor shall be responsible for sourcing, qualifying, training, supervising, and removing operators assigned to Participating Agency service regardless of their employment or subcontractor status. | |||
| 74 | Vehicle operators | General | The Contractor shall maintain sufficient operator staffing to deliver the service levels defined in each Participating Agency's service configuration without reliance on unplanned overtime. | |||
| 75 | Vehicle operators | General | The Contractor shall notify the Participating Agency of any change in operator staffing levels that may affect the Contractor's ability to deliver scheduled service. | |||
| 76 | Vehicle operators | Qualifications and Licensing | The Contractor shall verify that each operator holds a valid driver's license of the class required for the vehicle the operator is assigned to drive, prior to assignment, and shall re-verify license status on a recurring basis (e.g., quarterly) throughout the operator's employment. | |||
| 77 | Vehicle operators | Qualifications and Licensing | Each operator shall meet the minimum age requirement established by the Participating Agency or applicable law. | |||
| 78 | Vehicle operators | Qualifications and Licensing | The Contractor shall immediately remove from revenue service any vehicle found, through pre-trip inspection, post-trip inspection, or otherwise, to have a safety-related defect, until the defect is corrected. | |||
| 79 | Vehicle operators | Qualifications and Licensing | The Contractor shall maintain a documented process for evaluating an applicant's driving record prior to hire, including any history of moving violations, at-fault accidents, or license suspensions. | |||
| 80 | Vehicle operators | Background Screening | The Contractor shall conduct a criminal background check on each operator prior to assignment to Participating Agency service, and on any non-operator employee who will have access to Participating Agency facilities, systems, or personally identifiable rider data. | |||
| 81 | Vehicle operators | Background Screening | The Contractor shall conduct a sex offender registry check on each operator prior to assignment to Participating Agency service. | |||
| 82 | Vehicle operators | Background Screening | The Contractor shall not assign an operator with a disqualifying criminal history, as defined by Participating Agency policy, to service involving contact with riders. | |||
| 83 | Vehicle operators | Background Screening | The Contractor shall repeat background screening on a recurring basis (minimum annually) for the duration of the operator's employment. | |||
| 84 | Vehicle operators | Background Screening | The Contractor shall maintain documentation of background screening results for all personnel, including non-operator personnel, and make such documentation available to the Participating Agency upon request. | |||
| 85 | Vehicle operators | Drug and Alcohol Testing | The Contractor shall maintain a drug and alcohol testing program applicable to all safety-sensitive operators, consistent with applicable federal transit drug and alcohol testing regulations, including random testing at the minimum annual rates required by applicable federal transit regulations and post-accident testing. | |||
| 86 | Vehicle operators | Drug and Alcohol Testing | The Contractor shall conduct pre-employment drug testing for each operator prior to assignment to safety sensitive functions. | |||
| 87 | Vehicle operators | Drug and Alcohol Testing | The Contractor shall provide each Participating Agency with quarterly aggregated drug-and-alcohol MIS data and shall prepare, validate, and support the Agency’s annual MIS submission. | |||
| 88 | Vehicle operators | Drug and Alcohol Testing | The Contractor shall conduct reasonable-suspicion drug and alcohol testing when an operator's behavior or appearance provides cause. | |||
| 89 | Vehicle operators | Drug and Alcohol Testing | The Contractor shall immediately remove an operator from duty upon a positive test result or refusal to test, pending completion of the applicable return to duty process. | |||
| 90 | Vehicle operators | Drug and Alcohol Testing | The Contractor shall immediately notify the Agency-designated official of any verified positive test, refusal to test, CDL suspension, or other disqualifying event affecting an operator assigned to Agency service and shall confirm the operator’s removal from safety-sensitive duties. Individual information shall be disclosed only as permitted by applicable federal confidentiality requirements. | |||
| 91 | Vehicle operators | Training | The Contractor shall provide each operator with training prior to assignment to revenue service, covering at minimum: defensive driving, passenger assistance techniques, mobility device securement, and emergency procedures. | |||
| 92 | Vehicle operators | Training | The Contractor shall provide each operator with disability awareness and sensitivity training, including techniques for assisting riders with visual, hearing, cognitive, and mobility impairments. | |||
| 93 | Vehicle operators | Training | The Contractor shall provide each operator with training on the use of the vehicle based application used to receive manifests, record trip events, and communicate with dispatch. | |||
| 94 | Vehicle operators | Training | The Contractor shall provide each operator with training on de-escalation techniques and appropriate response to disruptive or emergency passenger behavior. | |||
| 95 | Vehicle operators | Training | The Contractor shall require each operator to pass a competency evaluation prior to independently operating in revenue service. | |||
| 96 | Vehicle operators | Training | The Contractor shall provide refresher training to each operator at least annually. | |||
| 97 | Vehicle operators | Training | The Contractor shall provide additional training to an operator following a preventable accident, substantiated complaint, or documented performance deficiency. | |||
| 98 | Vehicle operators | Training | The Contractor shall maintain training records for each operator, including course content, completion dates, and evaluation results, and shall make such records available to the Participating Agency upon request. | |||
| 99 | Vehicle operators | Code of Conduct | The Contractor shall investigate any rider or public complaint regarding operator conduct and shall report findings and corrective actions to the Participating Agency within 5 business days. | |||
| 100 | Vehicle operators | Code of Conduct | The Contractor shall maintain a progressive discipline process for operators who violate the code of conduct, safety policies, or applicable regulations. | |||
| 101 | Vehicle operators | Code of Conduct | The Contractor shall prohibit operator use of a personal mobile device for non-work purposes while the vehicle is in motion. | |||
| 102 | Vehicle operators | Records | The Contractor shall maintain a personnel file for each operator, including qualification, licensing, background screening, training, drug and alcohol testing, and disciplinary records. | |||
| 103 | Vehicle operators | Records | The Contractor shall retain operator records for the duration of employment plus a minimum retention period following separation for 2 years or consistent with applicable law. | |||
| 104 | Vehicle operators | Records | The Contractor shall make operator qualification and compliance records available to the Participating Agency for audit upon reasonable notice. | |||
| 105 | Dispatch and Scheduling | General | The Contractor shall provide qualified dispatch staff to monitor and manage operations for each Participating Agency during all scheduled hours of service. | |||
| 106 | Dispatch and Scheduling | General | The Contractor shall ensure dispatch staff are trained on the dispatch and scheduling functions of the Mobility Platform prior to independently performing dispatch duties. | |||
| 107 | Dispatch and Scheduling | General | The Contractor shall maintain a documented dispatch operations procedure, approved by each Participating Agency, describing standard shift responsibilities, escalation paths, and handoff procedures between shifts. | |||
| 108 | Dispatch and Scheduling | General | The Contractor shall provide each Participating Agency with role-based access to the Mobility Platform sufficient to monitor operations, manage trips, review dispatch activity, validate performance, access reports and audit records, and retrieve Participating Agency data. | |||
| 109 | Dispatch and Scheduling | Staffing | The Contractor shall maintain a minimum ratio of dispatch staff to active vehicles sufficient to monitor real-time operations without degradation of service quality. | |||
| 110 | Dispatch and Scheduling | Staffing | The Contractor shall provide backup dispatch coverage sufficient to maintain continuous operations in the event of dispatcher absence, shift change, or system disruption. | |||
| 111 | Dispatch and Scheduling | Staffing | The Contractor shall notify the Participating Agency of any change in dispatch staffing levels that may affect service monitoring or trip management. | |||
| 112 | Dispatch and Scheduling | Operations | Dispatch staff shall monitor real-time trip status, vehicle location, and vehicle capacity throughout each service day. | |||
| 113 | Dispatch and Scheduling | Operations | Dispatch staff shall identify and respond to trips at risk of missing the scheduled pick-up window before the window is missed, where operationally feasible. | |||
| 114 | Dispatch and Scheduling | Operations | Dispatch staff shall reassign trips to available vehicles or drivers in response to no-shows, cancellations, delays, or vehicle unavailability. | |||
| 115 | Dispatch and Scheduling | Operations | Dispatch staff shall confirm that a reassigned trip has been accepted and acknowledged by the newly assigned operator before considering the reassignment complete. | |||
| 116 | Dispatch and Scheduling | Operations | The Contractor shall ensure dispatch staff apply Participating Agency service rules (e.g., booking windows, capacity constraints, eligibility rules) consistently when making day-of-service adjustments. | |||
| 117 | Dispatch and Scheduling | Manual overrides | Dispatch staff shall have the ability to manually override automated trip assignments when necessary to resolve scheduling conflicts, accommodate service disruptions, or meet regulatory requirements. | |||
| 118 | Dispatch and Scheduling | Manual overrides | The Contractor shall require dispatch staff to document the reason for any manual override at the time it is made. | |||
| 119 | Dispatch and Scheduling | Manual overrides | The Contractor shall establish a supervisory review process for manual overrides, to identify patterns that may indicate scheduling, staffing, or system issues. | |||
| 120 | Dispatch and Scheduling | Communications | Dispatch staff shall be available to respond to operator communications (canned messages, voice, and, where enabled, text) throughout scheduled hours of service. | |||
| 121 | Dispatch and Scheduling | Communications | The Contractor shall establish a maximum response time for dispatch staff to acknowledge an operator-initiated priority or emergency communication. | |||
| 122 | Dispatch and Scheduling | Communications | Dispatch staff shall relay relevant trip, rider, or route information to operators as needed to support safe and on-time trip completion. | |||
| 123 | Dispatch and Scheduling | Regional Mobility Center or EZConnect | Where a Participating Agency participates in regional service coordination (e.g., a shared mobility center or call center), the Contractor's dispatch staff shall coordinate trip assignments, vehicle availability, and capacity information with the coordinating entity's staff. | |||
| 124 | Dispatch and Scheduling | Regional Mobility Center or EZConnect | The Contractor shall ensure dispatch staff respond to trip referrals or service requests received from a regional coordinating entity within a defined response time. | |||
| 125 | Dispatch and Scheduling | Regional Mobility Center or EZConnect | The Contractor shall provide the regional coordinating entity with real-time visibility into vehicle availability and capacity, to the extent supported by the Mobility Platform and authorized by the Participating Agency. | |||
| 126 | Dispatch and Scheduling | Brokered and Third-Party Service Providers | Where a Participating Agency utilizes non-dedicated service providers (e.g., contracted operators, transportation network companies, taxis, volunteer drivers), the Contractor's dispatch staff shall coordinate trip assignment and status tracking with those providers. | |||
| 127 | Dispatch and Scheduling | Brokered and Third-Party Service Providers | The Contractor shall verify that a trip brokered to a third-party provider has been accepted before considering the trip resolved. | |||
| 128 | Dispatch and Scheduling | Brokered and Third-Party Service Providers | The Contractor shall monitor the status and completion of brokered trips to the same standard applied to trips performed by the Contractor's own fleet. | |||
| 129 | Dispatch and Scheduling | Incident Response | The Contractor shall maintain a documented escalation procedure for dispatch staff to engage supervisory or emergency support in response to a safety incident, vehicle breakdown, or operator emergency. | |||
| 130 | Dispatch and Scheduling | Incident Response | Dispatch staff shall notify the appropriate emergency services and the Participating Agency immediately upon becoming aware of an accident, medical emergency, or safety incident involving a vehicle in service. | |||
| 131 | Dispatch and Scheduling | Incident Response | The Contractor shall document the timeline and actions taken by dispatch staff in response to any escalated incident. | |||
| 132 | Dispatch and Scheduling | Incident Response | Dispatch staff shall utilize incident management functionality of the Mobility Platform for recording incidents and respective actions. | |||
| 133 | Dispatch and Scheduling | Reporting | The Contractor shall maintain records of all manual overrides, trip reassignments, and dispatcher-initiated exceptions, including the time, reason, and staff member responsible. | |||
| 134 | Dispatch and Scheduling | Reporting | The Contractor shall provide the Participating Agency with a summary of dispatch-related exceptions and interventions on a recurring basis (e.g., weekly). | |||
| 135 | Dispatch and Scheduling | Reporting | The Contractor shall make dispatch records available to the Participating Agency upon request to support incident investigation, performance review, or audit. | |||
| 136 | Safety and Regulatory | General | The Contractor shall maintain a safety program covering all personnel, vehicles, and facilities used to deliver Participating Agency service. | |||
| 137 | Safety and Regulatory | General | The Contractor shall designate a safety officer or equivalent responsible for administering the safety program and serving as the primary safety point of contact for each Participating Agency. | |||
| 138 | Safety and Regulatory | General | The Contractor shall review and update its safety program at least annually, or upon a material change in service, fleet, or operating conditions. | |||
| 139 | Safety and Regulatory | General | The Contractor shall provide each Participating Agency with a copy of its safety program and any material updates. | |||
| 140 | Safety and Regulatory | General | The Contractor shall establish safety performance targets and shall report progress against those targets to each Participating Agency quarterly. | |||
| 141 | Safety and Regulatory | Accident and Incident | The Contractor shall investigate every accident, collision, or safety incident involving a vehicle in revenue service, regardless of severity. | |||
| 142 | Safety and Regulatory | Accident and Incident | The Contractor shall classify each accident or incident according to severity criteria approved by the Participating Agency. | |||
| 143 | Safety and Regulatory | Accident and Incident | The Contractor shall complete and submit an incident investigation report to the Participating Agency within 3 days following an accident or incident. | |||
| 144 | Safety and Regulatory | Accident and Incident | The Contractor shall preserve all available evidence relevant to an accident or incident investigation, including video and audio recordings, vehicle data, and witness statements. | |||
| 145 | Safety and Regulatory | Accident and Incident | The Contractor shall implement corrective action in response to an investigation finding and shall report the corrective action taken to the Participating Agency. | |||
| 146 | Safety and Regulatory | Accident and Incident | The Contractor shall place relevant footage on preservation hold when notified of an incident, claim, or investigation. The Contractor shall maintain a chain-of-custody log identifying each access, export, transfer, recipient, date, and time. | |||
| 147 | Safety and Regulatory | Regulatory Reporting | The Contractor shall report safety events to the Participating Agency in accordance with National Transit Database (NTD) safety and security reporting requirements. | |||
| 148 | Safety and Regulatory | Regulatory Reporting | The Contractor shall provide the Participating Agency with the data necessary to complete any required NTD safety and security reporting on a schedule that allows the Participating Agency to meet its own reporting deadlines. | |||
| 149 | Safety and Regulatory | Regulatory Reporting | The Contractor shall report drug and alcohol testing program results to the Participating Agency in a form sufficient to support the Participating Agency's Management Information System (MIS) reporting obligations under applicable federal transit drug and alcohol regulations. | |||
| 150 | Safety and Regulatory | Regulatory Reporting | The Contractor shall notify the Participating Agency of any regulatory inspection, audit, citation, or finding related to safety or ADA compliance within 3 business days of receipt. | |||
| 151 | Safety and Regulatory | Safety Certification and Training Program | The Contractor shall support the Participating Agency's Public Transportation Agency Safety Plan (PTASP) obligations, where applicable, including providing requested operational and safety data. | |||
| 152 | Safety and Regulatory | Safety Certification and Training Program | The Contractor shall participate in Participating Agency safety audits, reviews, or assessments upon reasonable notice. | |||
| 153 | Safety and Regulatory | Emergency Preparedness | The Contractor shall maintain a emergency preparedness plan addressing severe weather, natural disaster, civil disturbance, and other events that may disrupt service. | |||
| 154 | Safety and Regulatory | Emergency Preparedness | The plan shall establish service-restoration priorities and recovery timeframes following a severe-weather event. | |||
| 155 | Safety and Regulatory | Emergency Preparedness | The Contractor shall provide each operator with training on the Contractor's emergency preparedness plan, including evacuation procedures for vehicle-based emergencies. | |||
| 156 | Safety and Regulatory | Emergency Preparedness | The Contractor shall establish procedures for safely discontinuing or suspending service in response to a declared emergency, in coordination with the Participating Agency. | |||
| 157 | Safety and Regulatory | Emergency Preparedness | The Contractor shall maintain a business continuity plan describing how the Contractor will sustain or restore critical service functions following a disruption to Contractor facilities, systems, or staffing. | |||
| 158 | Safety and Regulatory | Security | The Contractor shall maintain a security plan addressing operator safety, rider safety, and protection of Contractor facilities and vehicles. | |||
| 159 | Safety and Regulatory | Security | The Contractor shall establish a procedure for operators to request immediate assistance in response to a security threat while on duty. | |||
| 160 | Safety and Regulatory | Security | The Contractor shall report security incidents involving operators, riders, or Contractor property to the Participating Agency within 24 hours. | |||
| 161 | Facilities | General | The Contractor shall provide or contract for all facilities necessary to support fleet storage, fueling or charging, dispatch operations, and driver support functions required to deliver Participating Agency service. | |||
| 162 | Facilities | General | The Contractor shall submit a Mobilization and Start-Up Plan addressing fleet, facilities, staffing, training, technology, maintenance, customer service, regulatory readiness, and launch contingencies for each Participating Agency. | |||
| 163 | Facilities | General | The Contractor shall demonstrate operational readiness to the Participating Agency before beginning revenue service. | |||
| 164 | Facilities | General | The Contractor shall submit facility locations and layouts to each Participating Agency for approval prior to placing the facility into use for Agency service. | |||
| 165 | Facilities | General | Contractor facilities shall comply with applicable building, fire, and occupational safety codes. | |||
| 166 | Facilities | General | The Contractor shall provide secure vehicle storage sufficient to accommodate the Contractor's full active and spare fleet. | |||
| 167 | Facilities | General | Vehicle storage areas shall be lit and secured to protect vehicles and onboard equipment from theft, vandalism, and unauthorized access outside of service hours. | |||
| 168 | Facilities | General | The Contractor shall provide vehicle storage located within a reasonable distance of each Participating Agency's service area sufficient to support scheduled pull-out and pull-in times without adverse effect on on-time performance. | |||
| 169 | Facilities | Fuel and Charging | The Contractor shall provide fueling or charging infrastructure sufficient to support the Contractor's fleet without adverse effect on scheduled service. | |||
| 170 | Facilities | Fuel and Charging | The Contractor shall maintain a contingency procedure for fueling or charging in the event of an infrastructure outage. | |||
| 171 | Facilities | Dispatch and Operations | The Contractor shall provide a dispatch operations space equipped with the workstations, communication systems, and network connectivity necessary to perform the dispatch functions described elsewhere in this document. | |||
| 172 | Facilities | Dispatch and Operations | The dispatch operations space shall provide sufficient capacity to accommodate the minimum dispatch staffing levels required to support scheduled service | |||
| 173 | Facilities | Dispatch and Operations | The Contractor shall provide driver report and break facilities, including restroom access, for operators at or near the vehicle storage location. | |||
| 174 | Facilities | Dispatch and Operations | The Contractor shall provide space for pre-trip and post-trip inspection activities separate from active vehicle through-traffic areas, where feasible. | |||
| 175 | Facilities | Dispatch and Operations | The Contractor shall control access to all facilities used to store vehicles, conduct dispatch operations, or house rider or personnel records. | |||
| 176 | Facilities | Dispatch and Operations | The Contractor shall permit the Participating Agency to inspect Contractor facilities used to deliver Agency service upon reasonable notice. | |||
| 177 | Facilities | Dispatch and Operations | The Contractor shall correct any facility deficiency identified during a Participating Agency inspection within a timeframe agreed upon by the Contractor and Participating Agency. | |||
| 178 | Facilities | Insurance | The Contractor shall maintain cyber-liability insurance with limits of not less than $5 million per claim and in the aggregate, covering network security, privacy liability, unauthorized disclosure of personal information, data breaches, notification and credit-monitoring costs, data restoration, cyber business interruption, and cyber extortion or ransomware events. | |||
| 179 | Staffing | General | The Contractor shall provide a complete staffing plan identifying all personnel categories required to deliver Participating Agency service, including operators, dispatchers, maintenance personnel, supervisors, and administrative staff. | |||
| 180 | Staffing | General | The Contractor shall comply with all applicable federal, state, and local labor and employment laws, including applicable wage and hour laws, the Fair Labor Standards Act, and any applicable state or local prevailing wage requirements. | |||
| 181 | Staffing | General | The Contractor shall submit an organizational chart identifying reporting relationships among all staffing categories supporting Participating Agency service. | |||
| 182 | Staffing | General | The Contractor shall designate a project manager or general manager as the primary point of contact for each Participating Agency's contract administration. | |||
| 183 | Staffing | General | The Contractor shall identify key personnel positions (e.g., project manager, safety officer, maintenance manager, dispatch supervisor) subject to Participating Agency approval prior to assignment. | |||
| 184 | Staffing | General | The Contractor shall provide administrative and clerical staffing sufficient to support scheduling, payroll, reporting, and recordkeeping functions required under this Agreement. | |||
| 185 | Staffing | General | The Contractor shall provide supervisory staff sufficient to oversee day-to-day service delivery, including operator supervision and field monitoring. | |||
| 186 | Staffing | General | The Contractor shall provide customer service representative staffing sufficient to meet the response-time standards defined for customer service functions. | |||
| 187 | Staffing | General | Where a Participating Agency requires compliance with a living wage ordinance or prevailing wage schedule, the Contractor shall compensate covered employees in accordance with that requirement or law. | |||
| 188 | Staffing | General | The Contractor shall maintain payroll and employment records sufficient to demonstrate compliance with applicable wage and hour laws and shall make such records available to the Participating Agency upon request. | |||
| 189 | Staffing | General | The Contractor shall maintain a code of conduct, approved by the Participating Agency, applicable to all personnel, including operators, addressing courtesy, professionalism, confidentiality of rider information, and prohibited behavior toward riders, Participating Agency staff, and the public. | |||
| 190 | Staffing | General | The Contractor shall maintain personnel records for all non-operator staff, including qualifications, background screening results, and training completion. | |||
| 191 | Staffing | General | The Contractor shall provide the Participating Agency with a staffing status report on a recurring basis (e.g., monthly), including current headcount by category, vacancies, and turnover. | |||
| 192 | Staffing | General | The Contractor shall maintain Agency-approved minimum staffing and retention targets for operators and other critical positions. Annual operator turnover shall not exceed 35 percent without triggering corrective action, unless the Participating Agency approves a different threshold. | |||
| 193 | Staffing | General | The Contractor shall report headcount, vacancies, turnover, retention, open-position duration, recruiting activity, overtime reliance, and service impacts at least monthly. When staffing falls below an approved target or operator turnover exceeds the applicable threshold, the Contractor shall submit and implement an Agency-approved staffing recovery and recruiting plan. | |||
| 194 | Staffing | General | The Contractor shall maintain an Agency-approved local management and operations presence, including a designated local operations manager, supervisor coverage during service hours, and local maintenance capability. A management representative with decision-making authority shall be capable of responding in person within the service area within 60 minutes when requested for a material service disruption, safety event, or other significant operational issue. | |||
| 195 | Customer Service | General | A Participating Agency may elect to perform some or all customer service functions directly, using Agency staff, in lieu of or in addition to the Contractor's customer service function. | |||
| 196 | Customer Service | General | Where a Participating Agency elects to perform customer service functions directly, the Contractor shall provide Agency staff with access to the Mobility Platform tools, trip data, and account information necessary to perform those functions. | |||
| 197 | Customer Service | General | Where customer service responsibilities are divided between the Contractor and a Participating Agency, the Contractor shall support a documented handoff protocol defining which inquiry types are routed to Agency staff and which are handled by the Contractor. | |||
| 198 | Customer Service | General | The Contractor shall honor a trip booking, modification, or cancellation entered by an Agency customer service representative to the same standard as one entered by the Contractor's own staff. | |||
| 199 | Customer Service | General | Where a Participating Agency operates its own call center or CSR function, the Contractor shall provide field-level support (e.g., dispatch coordination, operator communication) necessary for Agency CSRs to resolve rider inquiries requiring real-time operational information. | |||
| 200 | KPI | General | The Contractor shall meet or exceed the performance standards established for each Participating Agency. | |||
| 201 | KPI | General | The Contractor shall calculate all KPIs using data generated by the Mobility Platform, supplemented by Contractor records only where the Mobility Platform does not capture the required data element. | |||
| 202 | KPI | General | The Contractor shall identify the source system for each reported KPI and shall document any manual adjustment, exclusion, or supplemental data source used in calculating KPI results. | |||
| 203 | KPI | General | The Contractor shall report KPI results to each Participating Agency at least monthly, unless a more frequent interval is required by the Participating Agency. | |||
| 204 | KPI | General | The Contractor shall report monthly on-time performance as the percentage of passenger pick-ups occurring within the Participating Agency's configured pick-up window. | |||
| 205 | KPI | General | The Contractor shall report total scheduled trips, completed trips, missed trips, unfulfilled trips, and trips denied due to capacity constraints. Report shall be delivered to the Participating Agency at least monthly. | |||
| 206 | KPI | General | The Contractor shall report average and 95th-percentile passenger wait time measured from the scheduled or requested pick-up time to actual pick-up. | |||
| 207 | KPI | General | The Contractor shall report the number and rate of late trips exceeding the defined threshold beyond the pick-up window. | |||
| 208 | KPI | General | The Contractor shall report the number and rate of trip denials, categorized by reason, including capacity, accessibility equipment unavailability, and staffing shortfalls. | |||
| 209 | KPI | General | The Contractor shall report the number and rate of operator-recorded no-shows, categorized by trip type. | |||
| 210 | KPI | General | The Contractor shall report the number and rate of cancellations, distinguishing Contractor-caused cancellations from rider-initiated cancellations. | |||
| 211 | KPI | General | The Contractor shall report the number and rate of preventable accidents, reported per vehicle revenue mile or vehicle revenue hour, as applicable. | |||
| 212 | KPI | General | The Contractor shall report the number and rate of safety-related complaints substantiated through investigation. | |||
| 213 | KPI | General | The Contractor shall report the average time to complete an accident or incident investigation, measured against the applicable reporting timeframe. | |||
| 214 | KPI | General | The Contractor shall report the number of customer complaints received, categorized by complaint type, including on-time performance, operator conduct, vehicle condition, accessibility, reservation/scheduling, dispatch, and other categories approved by the Participating Agency. | |||
| 215 | KPI | General | The Contractor shall report the average time to resolve customer complaints, measured from receipt to resolution. | |||
| 216 | KPI | General | The Contractor shall report customer satisfaction survey results, where survey functionality is available through the Mobility Platform or through a Contractor-administered survey approved by the Participating Agency. | |||
| 217 | KPI | General | The Contractor shall report the average time to return a vehicle to service following an out-of-service event. | |||
| 218 | KPI | General | The Contractor shall include, at a minimum, the reporting period, Participating Agency, service type, KPI definition, numerator, denominator, result, applicable performance target, variance from target, trend from the prior reporting period, and explanatory notes for any KPI that does not meet the applicable target. | |||
| 219 | KPI | General | The Contractor shall provide supporting detail sufficient for the Participating Agency to independently validate KPI results, including trip-level or incident-level records where applicable. | |||
| 220 | KPI | General | The Contractor shall include, as applicable, trip date, trip identifier, scheduled pick-up time, requested pick-up time, actual pick-up time, actual drop-off time, origin, destination, completion status, cancellation status, denial reason, no-show status, vehicle identifier, operator identifier, dispatch intervention flag, complaint category, incident category, and resolution status. | |||
| 221 | KPI | General | The Contractor and Participating Agency shall conduct a performance review meeting at least monthly to review KPI results, operational trends, service exceptions, complaints, safety matters, billing-related data issues, and corrective actions. | |||
| 222 | KPI | General | The Contractor shall submit a corrective action plan for any KPI that falls below the applicable performance target for two or more consecutive reporting periods, or sooner if requested by NEORide or the Participating Agency due to safety, accessibility, service reliability, or customer impact. | |||
| 223 | KPI | Reporting | The Contractor shall invoice each Participating Agency on a monthly basis in accordance with the pricing structure defined in the Agreement. | |||
| 224 | KPI | Reporting | The Contractor shall submit invoices in a format approved by NEORide and each Participating Agency, itemized by cost category. | |||
| 225 | KPI | Reporting | The Contractor shall submit invoices within a defined period (e.g., 15 calendar days) following the close of each billing period. | |||
| 226 | KPI | Reporting | The Contractor shall report scheduled and operated vehicle revenue hours, including missed or unstaffed service hours, at least monthly. | |||
| 227 | KPI | Reporting | The Contractor shall report passenger trips per vehicle revenue hour by Participating Agency and service type at least monthly. | |||
| 228 | KPI | Reporting | The Contractor shall provide complete operational data necessary to support applicable Participating Agency National Transit Database reporting, including passenger trips, vehicle revenue hours, vehicle revenue miles, and total vehicle hours and miles |
This is the start of the file's text. The full file is on GovTribe.
File details come from the government source that posted it. Updated .