ODOT_ITB_003-24_Proposal_Via_.pdf

Scheduling & Dispatching Software for Transit Agencies in Ohio State of Ohio, Department of Transportation Invitation To Bid (ITB) | 003-24

July 6, 2023

Submitted by Via Mobility, LLC (A wholly owned subsidiary of Via Transportation, Inc.)

Proprietary & Confidential Information Via Mobility, LLC’s (“Via”) response and all supporting documentation, including associated exhibits and appendices, contain confidential information exempt from disclosure under the Ohio Revised Code (“O.R.C.”) §149.43 (the “Ohio Public Records Act”). The confidential materials include, but are not limited to, information relating to the pricing of Via's services, back-end application processes, proprietary algorithms, unique business methodologies, entity officer and member details, market positioning, third party reference letters, compliance efforts, and sensitive information on key performance indicators. This information is exempt from disclosure under several provisions of the Ohio Public Records Act, including but not limited to O.R.C §149.43�A��1)(v) (as records the release of which is prohibited by state or federal law, including the Uniform Trade Secrets Act). Accordingly, we request that your office maintain the confidentiality of Via’s response and provide Via with timely notice of any third party’s request for these materials prior to production by contacting compliance@ridewithvia.com.

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Table of Contents Proprietary & Confidential Information 1 Table of Contents 2 Cover Letter 3 A. Management and Organization Support 8 B. Product Specifications and Experience 15

B.1 Product Specifications and Technical Experience 18 B.1.1 Routing Experience 18 B.1.2 Business Experience 20 B.1.3 Security Experience 25 B.1.4 Driver Experience 28 B.1.5 Passenger Experience 30 B.1.6 Scheduling Experience 35 B.1.7 Dispatcher Experience 37 B.1.8 Financial Experience 40 B.1.9 Reporting Experience 41 B.1.10 Fixed Route-Specific Experience 43

B.2 List of Contracts 45 B.3 Software Deployment and Timeline 52

B.3.1 Implementation 52 B.3.2 Proposed Schedule of Implementation 53 B.3.3 Customer Support 55 B.3.4 On-Going Support 56 B.3.5 Training 57 B.3.6 Marketing and Rider Growth 59 B.3.7 Funding and Revenue Resources 60

C. DBE Participation Plan 63 D. Cost Proposal 64 E. Exceptions to Terms and Conditions 65

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Cover Letter [hold for letterhead]

Subject: Scheduling & Dispatching Software for Transit Agencies in Ohio To: State of Ohio, Department of Transportation Attn: Office of Contract Sales, Purchasing Services, Jack Marchbanks, Ph. D.

Dear Mr. Marchbanks and ODOT Evaluation Committee, We are excited to propose our Software-as-a-Service �SaaS� solution in response to the State of Ohio’s Department of Transportation �ODOT�’s RFP for Scheduling & Dispatching Software for Transit Agencies in Ohio.

We believe Via’s software platform is exceptionally well-suited to support ODOT in realizing its vision. Over the past 11 years, we have developed the world’s most sophisticated scheduling and dispatch technology. Our software has been successfully deployed by hundreds of urban, rural, public, and private agencies across 40 countries. In Ohio, our software powers some of the largest and most impactful services in the state, including NEORide and the Central Ohio Transit Authority �COTA�. As outlined in this proposal, we are eager to partner with ODOT and every transit agency / provider in Ohio, and strongly believe that our system offers multiple unique benefits:

● Our software was built from day one as a modern, cloud-based, and data-driven platform. Utilizing machine learning and advanced algorithms, our software achieves unparalleled levels of scheduling and routing optimization. We are confident that we will enable Ohio’s transit agencies to meaningfully reduce cost per ride while providing a superior rider experience (higher on-time performance, shorter wait times, and more direct routes). We have a clear track record of significantly improving both efficiency and quality of service for riders when replacing other software, thereby driving higher ridership at any given budget.

Missoula, Montana’s Mountain Line was able to achieve a 31% increase in productivity and improve OTP from 89% to 98% by transitioning their ADA paratransit and senior shuttle services from legacy software to Via.

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Via Mobility, LLC (a wholly owned subsidiary of Via Transportation, Inc.)

10 Crosby Street, Floor 2 New York, NY 10013

● We invest significant resources �500� engineers currently on staff) to continuously incorporate customer feedback and leverage large-scale data to improve our platform and expand its capabilities. Since our solution is provided under the SaaS model, our customers benefit from these improvements at no additional cost.

● We firmly believe that excellent user experience is crucial to the success of any transit service. In software-enabled transit services, user experience begins and centers on the mobile app. Our apps have been downloaded and used by millions of riders and drivers, orders of magnitude more than any other app in this category (see our app to the right, on the left, versus a competitor’s on the right). The Via apps are consistently top-rated and our rider app is fully accessible. Providing an intuitive, delightful mobile interface drives rider adoption and materially impacts the ability to recruit and retain drivers, a key factor in ensuring service reliability.

● Ohio is a vibrant State with a diverse set of transportation needs spanning multiple geographies, demographics, transit modes, and use cases. Today we provide the technology that enables some of the largest and most impactful services in the State, including across NEORide agencies and COTA. Our system was designed to provide centralized reporting and administrative functions but also remain flexible and fully customizable to ensure individual services can meet local needs. As ODOT builds towards a more connected Ohio, we bring expertise in cross-agency centralized dispatching, seamless cross-agency fare integrations, and integrated multi-modal transit solutions.

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● Our highly intuitive, easy-to-use dispatch tools were designed to help us manage our own operations and have benefited from being refined over the course of serving more than 120M rides.

We know dispatcher efficiency and convenience matters, and is critical to an agency’s ability to provide exceptional service to riders. We have developed tools that provide just the right mix of automation and manual control, recognizing the importance of dispatcher expertise. Our software will reduce call volumes, streamline the scheduling and dispatch process, and lower costs for agencies across the State.

● We have a strong track record of helping our partner agencies both launch new software-enabled services from the ground up and seamlessly transition from their existing software. We’ll work hand-in-hand with each agency to develop a bespoke transition plan that will ensure a seamless rollout for staff, riders, and drivers. Our proven experience extends broadly across all forms of demand response -microtransit, ADA paratransit, senior transportation, and Non-Emergency Medical Transportation �NEMT�. We will work with each agency to understand their specific service goals and tailor the software to optimize and realize efficiency gains.

● We work with hundreds of FTA agencies, and we know first hand the challenges of meeting reporting requirements. Via’s reporting suite provides fully automated FTA and NTD reports as well as reliable daily reporting for each agency, alongside an aggregate view for ODOT. These reports will inform deployment optimization and long-term planning and enable agencies to manage ridership and budget targets and guarantee optimal service efficiency.

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● Innovation is at the core of Via’s software, and we look for opportunities to leverage new technologies that improve our ability to deliver sustainable, environmentally-conscious, and user-friendly transportation. Our fully integrated autonomous vehicle (AVs) solution has enabled us to successfully deploy AVs in a variety of locations across the world, including in Arlington, TX, Grand Rapids and Ann Arbor, MI, and Irvine, CA. Our platform also allows for the seamless integration of electric vehicles (EVs) into public transportation fleets. We can leverage our relationships with leading global energy companies to design an integrated zero-carbon mobility solution across the state. Our integrations with regional multi-modal journey planning platforms like Citymapper enable us to facilitate seamless connections between different transportation services across the state, enhancing regional connectivity and opportunity.

We are deeply committed to providing ODOT and Ohio transit agencies a superior product that will improve the lives of Ohioans across the region - this is core to the mission of Via and our entire team. We share your belief that access to mobility creates economic opportunity, and fosters more equitable communities and are excited at the prospect of working with you to build a modern, reliable, and high quality transit network across the state.

“Today I went and purchased dog food at a pet store…I didn’t have to ask anyone and I didn’t have to wait for anyone. I scheduled my ride and harnessed my dog and left. This is the first true bit of independence I felt since prior to the pandemic…I feel I’ve got a taste of freedom back that I’ve been sorely missing for years and years. Such a little thing, getting in transportation and going where you want to go on your schedule, but for me, it’s the world.”

- A Facebook post from a visually impaired TARTA Flex rider

In the pages that follow, we provide detailed information about our proposed solution for ODOT, scoped specifically to the needs of ODOT and the partnering Ohio transit agencies. Our goal is to establish a partnership with ODOT that will position Ohio’s public transit system as a model for transit across the country. We hope this response demonstrates our enthusiasm for ODOT’s vision and we welcome any future opportunities to discuss this potential partnership. We look forward to working with you on this exciting opportunity.

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Sincerely, Authorized Corporate Officer and Contacts:

DDDDDDDDDDDD

Alex Lavoie Manager Via Mobility, LLC

Sarish Kasat Via Transportation Inc.

�1 �617� 304�5843 625 W Adams St Chicago, IL 60661 sarish.kasat@ridewithvia.com

Chris Campbell Via Transportation Inc.

�1 �404� 493�6276 10 Crosby Street, Floor 2 New York, NY 10013 chris .campbell@ridewithvia.c om

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DocuSign Envelope ID: 73F0406B-47E6-4C8B-9DC7-88A6556D5603 mailto:sarish.kasat@ridewithvia.com mailto:emily.shapiro@ridewithvia.com

A. Management and Organization Support We have assembled a Project Team with expertise in designing, launching, and optimizing multi-agency projects similar to that of ODOT’s. Via’s dedicated ODOT Project Team includes several of the most senior members of our Partnerships, Launch, and Partner Success Teams, each with direct experience working with partners in Ohio. They will manage, supervise, and advise on every aspect of service design and delivery, leveraging their experience launching successful Via services around the world. Please see an organizational chart of our proposed project team below, as well as resumes for each member, which include descriptions of their experience providing services for projects of comparable scope and complexity. In addition, we have included further details about our support model in B.3 Software Deployment and Timeline.

All Project Team members are available and excited to partner with ODOT and local Agencies on software deployment.

Below, we include an overview of team member roles:

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● The Partnerships Team will work closely with ODOT and each individual Agency to scope each service and ensure the correct Via solutions are implemented to the Agency’s specifications. The Partnerships Team will manage communications with ODOT through the procurement and contracting stages and maintain an open line of communication with ODOT throughout the life of the partnership as future opportunities and new initiatives arise.

● The Launch Team will work closely with ODOT and lead Via’s end-to-end process of detailed scoping, designing, and implementing each Agency’s envisioned service.

● The Partner Success Team will oversee day-to-day management of each Agency’s software. The team will collaborate with ODOT and each Agency, orchestrate business review meetings, continuously monitor and review service performance, and drive iterative improvements to exceed expectations for service quality. The Partner Success Manager team will be available and responsible for any service parameters changes, such as adjusting the service zone, service hours, or more. The Partner Success Manager will be familiar with the coordination needed for a multi-agency approach, and will be fully available and can be in-person for key stages of launch and throughout the term of the partnership.

● The Expert Support Team will work closely with ODOT and its agencies to provide strategic oversight and alignment to ensure each Agency is receiving the support it needs to achieve a successful demand-response service. This includes Swiftly’s Implementation Manager, who will be available to any agencies purchasing fixed route software.

Please refer below for two half-page and five one-page resumes of key personnel that will be assigned to the project, each of which include information on the members’ qualifications for the service, experience working on projects of comparable scope and complexity, educational background, years of work experience, and brief role descriptions.

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Sarish Kasat

PARTNERSHIPS PRINCIPAL

Sarish is primarily focused on creating new relationships with cities, transit agencies, and private operators, companies, and universities.

As a trusted advisor, Sarish helps potential partners conceptualize and deploy new and innovative ways to provide mobility to their communities, all the way from brainstorming ideas to launching new services. He collaborates with internal, cross-functional teams to scope each opportunity and oversees all aspects required to create successful, long-term strategic partnerships.

Prior to Via, Sarish has led global business and channel partnership development for companies across industries, including management consulting, education technology, and finance.

He lives and works in Chicago, focusing on developing Via’s partnerships in the Midwest.

SELECTED VIA PROJECT EXPERIENCE

NEORide | 2022 Sarish manages Via’s partnership with NEORide, a consortium of 25� transit agencies across the central U.S. Through this partnership, Sarish has helped launch microtransit services in Toledo, OH, Hamilton, OH, Cincinnati, OH, and Columbiana County, OH.

FlexRide, Milwaukee, WI | 2022 Sarish led Via’s design and strategy for FlexRide 2.0, the post-pilot service that continues to help employees access jobs in industrial parks around the greater Milwaukee area.

Norman, OK | 2023 Sarish led the design and strategy for the City of Norman’s first microtransit pilot. The pilot (launching in August) will provide much-needed transit access for residents during hours in which fixed routes do not operate.

PROFESSIONAL EXPERIENCE

Via Transportation, Partnerships Principal | 2022

- present

Alexander Group, Business Development Manager | 2019 - 2022

Admissionado, Director of Business Development & Partnerships | 2016 - 2019

Wells Fargo Securities, Vice President | 2008 -

EDUCATION

B.A., Economics, Vanderbilt University, 2008

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Jahan Nanji Launch Manager Jahan will lead service planning, scoping, and project launch.

As Launch Manager, Jahan will lead scoping, service design and implementation for purchasing agency services. She has developed expertise in planning for highly-specialized services providing tailored transportation for specific populations.

Prior to Via, Jahan worked as a consultant for Columbia University’s Transportation Department and as a summer analyst for both Encourage Capital and HSBC. She holds an M.S.

and B.A. in Sustainability from Columbia University.

SELECTED VIA PROJECT EXPERIENCE

NEORide | 2023 Jahan oversees launches and product development for NEORide agencies throughout the Midwest, Appalachia, and South. NEORide agencies use Via’s software to power microtransit, paratransit, and demand response services.

Breeze Plus, Sarasota, Florida | 2022 Jahan led the launch of a SaaS paratransit deployment in Sarasota, Florida, in partnership with Sarasota County and MTM. Sarasota offers ADA paratransit, Transportation Disadvantaged and Veteran service within the County.

BRATS On-Demand | 2020 Jahan managed product scoping and all technical aspects for BRATS On-Demand, which serves the largest county in the state of Alabama ��1,600 sq mi). BRATS On-Demand replaced all existing fixed routes in Baldwin County (and is now the County’s primary transit option), offering on-demand service in higher density areas and pre-scheduled service in the more rural areas in the county.

SELECTED VIA EXPERIENCE, CONT.

HRT Paratransit | 2020 Jahan supported product scoping and managed end-to-end testing for our paratransit service in Hampton Roads, Virginia in partnership with Hampton Roads Transit. HRT Paratransit is the first paratransit service that Via not only powers but also operates.

PROFESSIONAL EXPERIENCE

Expansion Principal, Via Transportation, Inc.

New York City | 2019 - present Consultant, Columbia Transportation Department New York City | 2017�2019

EDUCATION

M.S., Sustainability Management, Columbia University �New York), 2019 B.A., Sustainable Development, Columbia University �New York), 2018

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Ariel Gordon Launch Manager Ariel will lead the Launch Team through implementation and ensure a smooth transition process for any purchasing agencies.

Ariel is responsible for launching and managing more than 10 large-scale deployments throughout the US, with a specific focus on Via’s largest school deployment. Based in New York City, Ariel is currently the General Manager for Via’s school bus partnerships, overseeing all work streams across product and operations as well as managing the partner relationship.

Prior to Via Ariel was the Director of Portfolio Operations for Private Equity Firm, Madison Ventures Plus, and has experience in the entertainment industry - most notably as General Manager for a live events music company, KAABOO, where she managed multi-million dollar budgets and oversaw 15 various operational departments.

SELECTED VIA PROJECT EXPERIENCE

NYC Department of Education | 2019 - Present Ariel’s initial involvement in the NYCDOE project was to oversee operations management, including installations, hardware procurement, and training. Currently, Ariel serves as interim General Manager overseeing all elements of the project.

Alexandria DOT Paratransit | 2022 - Present Alexandria DOT Paratransit is an ADA paratransit service providing door to door service for eligible riders throughout Alexandria VA and Washington DC. Via took over Alexandria’s paratransit service from Routematch and worked with national paratransit provider Diamond Transportation �National Express) on operations.

Metro Transit Micro | 2022 Metro Transit micro is a microtransit pilot service for downtown Minneapolis. Metro Transit micro offers comparable rides to public transit throughout Downtown Minneapolis, with an emphasis on integrating with the existing fixed route public transit options in the area.

PROFESSIONAL EXPERIENCE

Expansion Principal, Via Transportation, Inc.

2022 - present Expansion Associate Principal, Via Transportation, Inc.

2020 - 2022 Director of Portfolio Operations, Madison Ventures Plus 2019 - 2020 General Manager, KAABOO 2016 - 2019

EDUCATION

B.A., Art History and English Literature, Washington University in St. Louis �St. Louis, MO�, 2015

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Katie Knapp de Orvañanos

PARTNER SUCCESS MANAGER

As Partner Success Manager, Katie will work closely with the partner to ensure deployment success.

Katie manages a number of Via’s partnerships in the Central region, where in this role she helps partners understand data trends and address operational and growth challenges.

Katie brings over 10 years of experience working in the transportation industry as a planner, consultant, and operator. Katie holds a M.U.P.

and a B.A. from the University of Michigan, and her American Institute of Certified Planners �AICP� certification.

SELECTED PROJECT EXPERIENCE

NEORide | 2023 Katie manages our multi-agency microtransit service in the Midwest, Appalachia, and South where she works closely with partners on developing and analyzing expansion opportunities, and on deploying new technical features.

Capital Area Transit System �CATS� | 2023 Katie oversees Via’s pilot on-demand program LYNX with CATS. She analyzes ridership data and advises on technical adjustments to meet targets for operational efficiency and quality of service.

Pelivan | 2023 - present As Pelivan moves towards launch and adds additional agencies to this multi-agency procurement, Katie will work closely with each partner to ensure initial service visions are being turned into reality while maintaining Pelivan’s vision.

PROFESSIONAL EXPERIENCE

Lyft | Central Operations Manager �Transit, Bikes, and Scooters) | 2022 - 2022

TransWest | Senior Program Manager | 2021 -

Toole Design Group | Project Planner | 2018 -

EDUCATION

Master of Urban and Regional Planning, University of Michigan �Ann Arbor, MI�, 2014

Bachelor of Arts with Highest Honors, University of Michigan �Ann Arbor, MI�, 2012

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Chris Campbell Global Partnerships Director

Education Clemson University, BS

Summary experience Leveraging 20� years of public transit experience, Chris supports Via’s mission in many ways including: product direction, supporting our regional account executives, and helping understand potential partners needs and how those needs align with our array of solutions. Chris strategically works alongside our developers and engineers to build a solution that improves the lives of our partners and riders they serve. Prior to Via, Chris spent 20 years as a business development executive at Routematch software before joining Uber for two years by way of acquisition. Chris graduated from Clemson University and resides in Greenville, SC.

Mitch Spicer Swiftly Implementation Project Manager

Education Indiana University, BS Indiana University, MS

Summary experience Mitch has a 14+-year career in public transit, starting out as a bus operator and working in the areas of safety, training, planning, and technical assistance. Mitch serves as the first point of contact in the onboarding process, ensuring a smooth deployment of Swiftly’s software.

Mitch has personally overseen numerous deployments for Swiftly and will be the project manager for the full implementation.

Mitch will be fully available for this project and to any purchasing transit agencies.

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B. Product Specifications and Experience We are excited to leverage a combination of our best-in-class software solution and expert transportation support to help enhance mobility and access across Ohio. Via’s Software-as-a-Service �SaaS� solution is a comprehensive technology system to power intuitive and user-friendly demand-response services for riders. Our technology, in tandem with our deeply involved partner support services, will help expand mobility across the State while maintaining manageable operational and administrative costs.

The Via Platform delivers an automated advanced booking and demand-response transit system, with seamless user experiences for riders, drivers, and administrators. Via’s industry-leading routing and ride assignment algorithms analyze all trip requests, assign riders to the best-suited vehicle, and group passengers headed in the same direction into efficient shared rides.

We believe that the solution we have highlighted in this proposal will meet and exceed the needs of any Ohio agency that chooses to participate in this project, and will deliver a highly efficient, best-in-class demand-response service. The Via Platform comprises several integrated software modules, which together deliver the world's most efficient and intuitive public mobility platform:

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In the sections that follow, we reply to ODOT’s product specifications and technical experience requirements as specified in RFP. To provide an additional level of clarity, we have provided line-item responses to each of ODOT’s product specifications, with images and longer narrative descriptions below each table.

B.1 Product Specifications and Technical Experience B.1.1 Routing Experience

ODOT Specification Included Description

Software must be capable of dispatcher rerouting of bus (e.g., detour, other unforeseen circumstances).

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Via's algorithms automatically reroute trips when encountering any unforeseen circumstances. Our technology can pick the best routes, calculate trip distance, and provide an estimated travel time automatically. These routes will account for temporary or permanent road closures and congestion.

Software must allow grouping of passengers by location (e.g., dialysis center, nursing home).

Via's algorithm works to automatically match riders who are traveling from or to similar locations.

Dispatchers also have the ability to group specific rides based on local knowledge and experience.

Software shall be capable of integrating service data with mapping/GIS applications.

The Via Map Editor is our in-house mapping tool which allows users to close roads, adjust stop points, create new stop points, edit service zone boundaries and more. Via is happy to train ODOT partner agencies on the use of this tool and allow local teams to make real time edits to the map in a self service manner. We believe the combination of global mapping sources like Open Street Maps, Google, and TomTom combined with the local knowledge of dispatchers and operators on the ground make for the best mapping outcome.

Our proprietary routing, aggregation, and demand prediction algorithms are the foundation of our platform and ensure that our trips are served with maximized efficiency and fewest vehicle miles traveled. Our software does this with predictive logic that makes routing decisions based on historic and real-time traffic speeds and demand data. With

ODOT RFP | Confidential | 18 machine learning and predictive intelligence, our algorithms become smarter over time, continuously optimizing pickups, drop-offs, and routing while dynamically updating riders, drivers, and administrators with real-time information.

Before COVID�19, Central Ohio Transit Authority �COTA� was running multiple services, one being a Via-powered first-mile-last-mile service that ran outside Columbus. When the COVID�19 pandemic hit, COTA needed to adapt to meet new community needs. Via identified areas with inefficient fixed routes and launched microtransit zones, offering planning of multimodal journeys with fixed-route integration in the app. Via increased zone coverage by 14x, configuring our algorithms to meet COTA’s needs, which created a 2x increase in utilization, and 8.8x increase in ridership from the original launch zone.

When a passenger requests a ride, the algorithm examines the request in relation to other riders traveling to the same general location. It then uses data leveraged from nearly 115 million trips to select the best single vehicle and virtual pickup spot and generate the most efficient route to transport the rider to their destination. The algorithms will dynamically update routes in response to real-time data related to changing traffic conditions. In deployments where customers have integrated our software with the existing public transit network, we can also provide routes to the rider that span multiple modes of service (e.g., trips connecting to existing fixed-route buses.)

The Via Algo is configurable and can be adjusted to meet individual agencies’ unique service needs. As mentioned above, agencies will be able to easily add or change service hours, expand zones or add Points of Interest �POIs), or otherwise change the shape of service easily and efficiently. Each participating agency can set its own parameters and configurations to match their needs.

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B.1.2 Business Experience

ODOT Specification Included Description

The application must be capable of capturing client data (name, accommodation status, demographics, etc.).

Via's system will capture rider details in rider profiles, which will feature all the required profile data and preferences as stated in the requirement.

The application must be capable of capturing Medicare, Medicaid, and other 3rd party payee information.

Via's highly configurable rider account page allows us to capture a wide variety of rider information. Through our Paratransit and NEMT deployments over the years, we have increased the richness of our rider account fields and even allow partners, in select cases, to request custom fields as well. Via can house Medicare and Medicaid information and as part of the launch process, will scope with ODOT partner agencies exactly which information needs to be stored. We will then migrate rider data into the Via system to ensure a smooth transition.

The application must be capable of identifying and capturing trip denials, refusals, and turndowns based on FTA definitions.

Via's system will automatically capture trip denials and cancellations based on FTA definitions.

The system must be able to crosswalk and integrate with other solutions via APIs.

Via can offer a RESTful API to integrate with other solutions, including for the purposes of trip planning, booking and managing rides and passengers, including canceling a ride and getting live updates. We are confident that our experience at integrating with third parties via API and providing our public transit partners with robust, granular service data (usually without any need for an API-based data transfer) will exceed ODOT

ODOT RFP | Confidential | 20 and associated agencies' needs for integrated solutions and service data.

The application shall provide a web interface capable of executing all dispatching/managem ent functions.

Via’s scheduling and dispatching system is a cloud-based, web interface. The architecture is built to allow any actions taken or changes made by dispatchers or riders to seamlessly sync across agency and rider-facing tools.

The Via Operations Center �VOC� is a central application designed to manage every aspect of an operator's daily workflow. The console features a set of sophisticated automated features designed to minimize the amount of manual work required of dispatchers, while still preserving the flexibility they need to do their job. While each Agency’s instance of the VOC will be configured based on individual service characteristics, on the whole, the VOC provides customers with best-in-class solutions for:

The Rider Profile Every rider in the Via system has a Rider Profile, which can contain as much or as little information as they choose to share or an Agency wishes to collect. All completed rides, and any rides booked in the future, are linked to this Profile and can be viewed in greater detail by expanding the list item.

Basic demographic information is typically collected, as are payment methods. The system also collects more highly-detailed information and capabilities, including program eligibility and application status, whether they are a student, equipment needs, common destinations, special transportation requirements or mobility accommodations, caretaker contact information, and more. In addition, our system provides a fully configurable eligibility management system, allowing system users to track paratransit eligibility and renewal dates, track eligibility appointments and outcomes, upload client photos, store documents, and manage conditions associated with a rider including travel training.

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Real-time Performance Management The Via Hub and Ride Plan allow partners to monitor and control their service in real-time. Notifications alert dispatchers to pending issues giving them the option to let the software automatically resolve or to manually intervene. Our software leverages real-time speed and location data to continuously optimize for on-time performance. If the software recognizes that a vehicle is running late to a pickup, and there is another vehicle available to reach the pickup quicker, it will automatically reassign the trip and notify the riders and drivers.

If the dispatcher wants to make a manual intervention, the tool provides a simple interface to communicate with riders and drivers, access more information about a rider or trip, and adjust trip parameters as necessary.

Fleet and Driver Management Our extensive suite of fleet management features allows customers to manage the workflow of their operations including vehicle tracking, driver management, and shift scheduling.

Dispatchers can also monitor shift status, visualize shifts across dates and times, and add or edit shifts.

API and Integration Capabilities With the largest dedicated development team of any microtransit provider – with 50 team members, this team is larger than some of our competitors’ full companies – Via has the capacity to deliver robust integrations in a short period of time and can address even the most complex integration requirements and architectures.

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Via can also incorporate third party functionality (e.g., new payment methods, additional transit offerings) within the Via system by integrating with third party APIs, for which we would utilize either available documentation or direct interaction with the third party for solution co-definition. We can accommodate any standard industry practice (e.g. REST API, Webhooks, etc) and data formats (e.g. JSON, XML, CSV, etc).

We have used these capabilities to enable integrations across a variety of use cases, and we look forward to additional conversations with ODOT and its agencies to facilitate integrations as detailed in the RFP. We typically support the primary integration use cases described below:

● Single sign-on integrations allow riders to log into the Via across multiple tools / applications, or by using SSO credentials. For example, for our corporate partnerships with technology companies in the Bay Area, as well as in our school bus deployments in France and New York City, we offer SSO capabilities for

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● Fare payment integrations enable riders to pay for different transportation modes and service types using the same payment methods, all within Via’s customer-facing applications. For our on-demand transit service with King County Metro �Seattle, WA�, we integrated with the regional transit ORCA payment system, allowing residents to pay for our service with the same fare payment card they use for Metro bus, light and intercity passenger rail, and water taxi services in the region.

● Multimodal trip planning �GTFS� integrations allow riders to view information about other modes and plan multi-leg trips within the Via application. In Berlin, Germany, Via powers a large on-demand public transit service with the Berliner Verkehrsbetriebe. We incorporated data about other local transport modes into our platform, enabling riders to book on-demand trips, review other available services (e.g., bus/metro), and plan multimodal journeys through our white-labeled Rider App.

● Third-party trip planning systems integrations enable riders to book Via-powered trips within external trip planning applications. For the Berlin service described above, we also integrated with the third-party trip planning app, Jelbi, so that Berliners can book Via-powered on-demand trips through the Jelbi app. We also have an extensive relationship with Transit App.

● Data importation / migration integrations allow for data from third-party systems (e.g., partner's accounting system, data reporting system, existing user database, existing request database) to be imported into the Via platform. For TopBus+, our service in Brazil, we allow riders to use their Brazilian social security numbers to validate their identities to gain access to the service. Our partner, Sindionibus, provided data for us to upload into our system.

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B.1.3 Security Experience

The application must meet all cybersecurity standards and requirements as outlined by the US Department of Homeland Security.

Via's Software-as-a-Service solution's hosting facility will employ relevant security measures. As part of our ISO 27001 Certification, Via conducts our own annual review of security and data privacy guidelines for our employees.

The software must store all data in the United States in compliance with state/federal requirements.

All of our North American services use Amazon Web Services servers based in the United States.

The data for the software must be retained and owned by the transit agency.

All Transit Agency data inputted to the System shall be owned by the purchasing Transit Agency. At the end of the contract, the Vendor shall assist each Transit Agency in creating an export of all such System data that can be migrated into a different system in a timely manner. Prior to migration, the Transit Agency will be provided the opportunity to review and clean the data.

The application must provide a solution for the in-vehicle tablets to be capable of being locked to prevent distractions.

The Via Driver app has been used to serve over 115 million rides to date in environments ranging from dense, traffic-heavy New York City to rural snowbound Wyoming. To ensure driver safety and to fit the needs of over 600� partner cities, we have a highly configurable app which can be adjusted based on local safety standards and agency preference. For example, instead of physically tapping the screen to pick up or drop off a rider, we can use geo-fencing and timing to automatically trigger a rider boarding without asking the driver to manually swipe the screen. Furthermore, when movement is detected, our auto-zoom feature will recenter the driver on their route and focus them

ODOT RFP | Confidential | 25 on upcoming turns. We also allow drivers to select if they would like vocal instructions or not. If ODOT seeks further Driver App control and even app locking, we can recommend a MDM provider if need be.

Successful on-demand transit platforms depend on secure and stable software systems.

Our platform is highly available, meaning we provide uptime exceeding 99.9%. Servers and cloud services dedicated to this deployment will be monitored together with all other Via servers, and a rotating technical manager will be on call to respond to any issues 24/7.

Via follows proven practices for ensuring the security, privacy, and integrity of data in the Via system. All security and privacy practices are informed by Via’s comprehensive Information Security Management System (“ISMS”), which establishes guidelines for protecting the privacy of non-public information, safeguarding the accuracy of all data, and maintaining the availability of systems that are vital to the operations of Via and our partners.

Via has developed all ISMS policies in accordance with ISO 27001 — an international standard for information risk management — and has received full ISO 27001 certification. The ISMS also reflects cybersecurity practices outlined in the CIS Critical Security Controls (“CSC”), a globally recognized guide for following best practices around data protection. Via complies with all applicable data protection laws in the geographies in which we operate and all regulatory requirements agreed upon with our partners. We would be happy to share our full data privacy policy with ODOT and its partnering agencies upon request.

By following ISO 27001 and CSC standards, Via incorporates proven practices to:

● Minimize risk associated with a computer or network intrusion;

● Allocate time and resources necessary to maintain the confidentiality, integrity and availability of information systems; and

● Direct resources required to comply with internal and external compliance or audit requirements.

Via uses a third-party controlled-access system for data storage. Via data centers are hosted offsite by Amazon Web Services �AWS�, which are highly secure facilities that do not permit visitations. In addition to AWS, Via uses Snowflake as its analytical data warehouse.

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● Details on the AWS systems and security protocols can be found at:

https://aws.amazon.com/security/

● Details on Snowflake systems and security protocols can be found at:

https://www.snowflake.com/product/data-warehouse-security/

Multiple database types are leveraged in Via’s system to support a variety of use cases:

live operational data, account, pay and driver / passenger information and data / logging repositories. Via leverages the following database types in its system, according to their optimal use:

● SQL databases

● Redis database (used as a caching mechanism)

● S3 storage (used for file storage and transfer)

● Snowflake database (used as an analytics database)

ODOT RFP | Confidential | 27 https://aws.amazon.com/security/ https://www.snowflake.com/product/data-warehouse-security/

B.1.4 Driver Experience

Software must be capable of providing real-time direction routing within the app.

Via's Driver App will provide direct, real-time direction routing. These directions will automatically update as new riders are added to manifests.

Software must be able to provide ADA integration for vehicle features (annunciator, driver/passenger communication, etc.)

AVAS Connector integrates Swiftly’s data engine with in-vehicle Automated Voice Announcement & Signage �AVAS� systems. AVAS Connector provides fully automated “current stop” and “next stop” announcements to riders and allows agencies to comply with the Americans with Disabilities Act by meeting all ADA requirements for onboard announcements.

Software must offer options for dispatcher-driver communication.

Drivers and dispatchers can communicate directly with one another:

● Drivers can message dispatch within the Driver App;

● Drivers can trigger a “silent alarm” option should any emergencies occur;

● Drivers can call dispatch directly if the device has been enabled to connect phone calls

Via is focused on configuring dispatcher-driver communication to match ODOT’s needs.

Software must be capable of pre-trip inspections that are customizable by vehicle type/agency.

Drivers will be able to use a link in Via's driver application to access the agency's preferred pre-trip inspection platform (ex. Zonar). Via’s driver application operates on Android or iOS and can therefore support linking to any Android or iOS pre-trip inspection platform.

If the agency does not have a platform, Via will work with the partner to create a form to document vehicle

ODOT RFP | Confidential | 28 maintenance levels, which will be accessible to the agency and stored outside of the Via system.

Our driver application has been developed to make drivers’ jobs safer and easier. The app provides a single interface where a driver can access the information they need before, during, and after their shifts. This includes turn-by-turn navigation, a dynamically updated rider manifest, automated notifications, and “one click” task acknowledgements. Real-time location data from the rider and driver apps feeds back into our algorithms, allowing for dynamic optimization of routing and trip assignments.

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B.1.5 Passenger Experience

Software must offer the option of mobile app to be available if a transit system selects it.

Via's software solution includes a Rider App, available for free download from iOS and Android app stores.

Passenger interfaces must be ADA compliant including screen readers and

TTY/TDD

Our Rider App is ADA-compliant and WCAG 2.1 AA certified. The intuitive visual display and messaging of our Rider App help ensure that riders who are deaf or hard of hearing can fully use the service and access all information about their trip.

Software must offer a web interface for passengers to manage trips.

Via can provide a web interface for riders to manage their trips.

Software must be capable of trip scheduling directly by a dispatcher.

Via's system will enable ODOT or transit agency staff to schedule or reschedule trips easily within the Ride Plan interface in the VOC.

Software must be capable of communicating real-time tracking to the rider if a system requests a mobile app.

Via's Rider App provides full visibility into the trip for riders, including information on the forecasted route and ETA. This information is updated as new traffic data, ride data, and vehicle data is processed by our algorithms.

Software must be able to provide automated IVR �Interactive voice response) calls to customers if a trip is late/cancelled if the

While the Via platform provides a number of unique rider engagement tools and communication options, we recognize the importance of delivering accessible communication features like interactive voice response �IVR�. The Via system automatically sends out text messages, calls, and/or in-app notifications to confirm ride bookings, notify riders of a late or no-showed rides

ODOT RFP | Confidential | 30 system chooses this option.

and generally update riders according to their preference. Furthermore, Via has several IVR implementations which support paratransit services and we look forward to working with ODOT to ensure a comprehensive IVR solution is available for riders. We are currently working on a new upgrade to our inbound and outbound IVR capabilities and plan to release these new features before the launch schedule.

Via’s platform includes a white-labeled Rider App, a smartphone application compliant with WCAG 2.1 standards and available for free download in both the iOS and Android stores. For individuals without smartphones or internet access, or for those who simply prefer additional assistance over the phone, Via’s system allows riders to book rides by calling a customer support representative.

Via’s simple and customer-friendly Rider App has been downloaded by millions of passengers and consistently receives glowing reviews. If a partner has configured their service to allow for real-time or pre-scheduled booking through the app, riders can easily toggle between both options:

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Riders can also make changes to their booked rides, as shown below:

Once the ride is booked, riders are able to track their vehicle in real time on the map prior to their pickup. Additionally, riders are provided:

● Walking directions to their pickup corner

● Vehicle information including license plate, driver name, and driver photo

● Total cost of trip, according to each agency’s preferred fare structure

● SMS alerts for when their vehicle is approaching

Riders can pay for their trips directly through the app using a variety of payment methods depending on the partner’s preference such as credit or debit cards, subscription passes, digital transit passes, cash cards, or vouchers. The system can also be configured to allow for cash payment for riders who are unbanked.

”The process of booking the ride, confirmation of the booking, the pick up and being able to track the whereabouts of the bus was so easy.”

A Rider from GoSutton in London Rider Survey

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"The biggest benefits for me are saving costs, convenience, and vehicles are nice with a lot of space for all passengers."

Devavrat, a Rider from Green Bay Metro in Wisconsin Rider Survey

Accessibility Via is unique in the public transit industry as both a developer of paratransit software and a direct operator of paratransit services, which we manage using our own technology. We also provide a number of services that exclusively serve senior citizens and eligible individuals. From this experience, we understand the operational nuances of serving customers with mobility limitations, and have custom-built features to account for their unique needs. Additionally, Via’s Rider App meets or exceeds all WCAG 2.0 AA standards �2.1 for Android), an international standard for web accessibility adopted by the Web Accessibility Initiative as well as ADA requirements. Below are some of Via’s solutions for ensuring a high-quality service and accessibility for all members of the community:

● Talkback (for Android) and voiceover capabilities (for iOS�, gesture-based screen readers that allow visually impaired users to navigate by hearing descriptions of everything on the screen

● Ability to request an paratransit compliant vehicle while booking

● Adaptive font size and contrast

● Switch control, the ability to connect an external bluetooth device used to select, tap, drag items or type Additionally, for non-English speakers, customers can set the app’s language to one of 10 languages supported by Via; the Rider App will maintain all of its functionality and methods of customer engagement and support for each selected language.

"We depend on it, since we have no car. My son has to get to work, and I'm disabled and need to do errands, but can't walk far."

Rider from Denton County Transportation Authority

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“I use this service mainly for my disability, so if it were to be canceled I would have a lot of trouble getting to campus on time. I also use the shuttle a lot at night which makes me feel safer than using an Uber or walking.”

Rider of the…