Paratransit_Scheduling_and_Dispatch_System_Software.pdf

REQUEST FOR INFORMATION

PTD RFI26-007

PARATRANSIT SCHEDULING AND DISPATCH SYSTEM

SOFTWARE

CITY OF PHOENIX

PUBLIC TRANSIT

302 N. 1ST AVENUE

PHOENIX, AZ

85003

RELEASE DATE: July 20, 2026

DEADLINE FOR QUESTIONS: August 7, 2026

RESPONSE DEADLINE: August 21, 2026, 11:59 pm

City of Phoenix

REQUEST FOR INFORMATION

PTD RFI26-007

Paratransit Scheduling and Dispatch System Software

1. INTRODUCTION

2. INSTRUCTIONS

3. SCOPE OF WORK

4. EVALUATION PROCESS

5. STANDARD TERMS AND CONDITIONS

6. SPECIAL TERMS AND CONDITIONS

7. DEFENSE AND INDEMNIFICATION

8. INSURANCE REQUIREMENTS

9. SUBMITTALS

10. PRICING PROPOSAL

Attachments:

A - Cloud Computing Standard

Request For Information #PTD RFI26-007 Title: Paratransit Scheduling and Dispatch System Software

1. Introduction

1.1. Summary

This Request for Information (RFI) is issued as a means of discovery and information gathering for Paratransit Scheduling and Dispatch System Software.

The RFI is for planning purposes only and should not be construed as a solicitation nor should it be construed as an obligation on the part of the City to make any purchases.

This RFI should not be construed as a means to pre-qualify vendors.

This is not a formal solicitation, but a request for interested parties to provide information as specified herein.

Participation in this RFI is voluntary.

No purchases will be made as a result of this request. Any price information provided shall be used for general comparison purposes only. Do not include applicable state and local taxes.

OBTAINING A COPY OF THE RFI AND ADDENDA

Interested parties may download the complete RFI and addenda from https://procurement.opengov.com/portal/phoenix. Internet access is available at all public libraries.

1.2. Background

The City of Phoenix is seeking information on current technologies (both software and hardware) for a Paratransit Scheduling and Dispatch System. The City is interested in exploring all potential solutions and key considerations, including industry best practices, related to the

Paratransit Scheduling and Dispatch System. The City provides Dial-a-Ride paratransit service to customers in a service area comprised of approximately 430 square miles (incorporated City of Phoenix limits south of Jomax Road). The City requires vehicles to be dispatched to any location within this area during operating hours. To manage paratransit operations, the City provides the contractor with a scheduling and dispatch technology system specifically designed for paratransit services. The system also interfaces with the Clever Devices Computer Aided

Dispatch/Automatic Vehicle Locator (CAD/AVL) system. The goal is to improve operational efficiency, optimizing the rider experience, while maintaining regulatory compliance.

1.3. Contact Information

Judson Hathaway

Contracts Specialist II

302 N. 1st Avenue

Phoenix, AZ 85003

Email: judson.hathaway@phoenix.gov

Phone: (602) 534-6143

Department:

Public Transit https://procurement.opengov.com/portal/phoenix mailto:judson.hathaway@phoenix.gov tel:(602)534-6143

1.4. Timeline

All times are Local Arizona Time

City reserves the right to change dates and/or locations as necessary. All times are local

Phoenix time.

RFI Posted: July 20, 2026

RFI Inquires Due Date: August 7, 2026, 11:59pm

RFI Submittal Due Date: August 21, 2026, 11:59pm

2. Scope of Work

2.1. Goals and Outcomes

The City of Phoenix seeks to gather comprehensive information from qualified vendors regarding modern, efficient, and scalable Paratransit Scheduling and Dispatch System technologies. The intent is to identify solutions that enhance operational performance, improve the rider experience, and ensure continued compliance with all applicable federal, state, and local regulations. The information obtained through this RFI will assist the City in evaluating potential approaches, defining requirements, and determining the feasibility of future procurement activities.

• Identify current industry best practices and technological innovations in paratransit scheduling and dispatch systems.

• Explore software solutions that streamline scheduling, routing, and dispatching functions to improve service reliability.

• Assess options for integrating with the City’s existing Clever Devices CAD/AVL system and other relevant transit technologies.

• Evaluate methods to enhance the customer experience, including intuitive user interfaces for riders and accessible communication tools.

• Explore data management and reporting capabilities to support performance monitoring.

• Review cybersecurity, data privacy, and system resilience features.

• Increased alignment between the City’s service delivery goals and the latest available paratransit technology solutions.

3. Submittal Requirements

Vendors are required to provide a response within OpenGov to each question listed in 'Section

5 Vendor Questionnaire'.

• While this RFI is intended to gather market information, please note that some questions will request specific details about your company’s capabilities, products, or services. It is recommended that confidential information not be included in the responses. Refer to

Section 4.5, Public Record regarding confidential and proprietary information.

4. Instructions to Respondent

4.1. PREPARATION OF RESPONSE

It is the responsibility of all vendors to examine the entire RFI and seek clarification of any requirement that may not be clear and to check all responses for accuracy before submitting a response.

A. The City does not reimburse the cost of developing, presenting or providing any response to this RFI. Responses submitted for consideration should be prepared simply and economically, providing adequate information in a straightforward and concise manner. The vendor is responsible for all costs incurred in responding to this RFI. All materials and documents submitted in response to this RFI become the property of the

City and will not be returned.

4.2. SUBMISSION OF INFORMATION

Responses must be in possession of the Department on or prior to the exact time and date indicated in the Schedule of Events. Late submittals may not be considered. The prevailing clock will be the City Department’s clock.

Respondents should be submitted electronically via the City’s e-Procurement Portal by clicking on “Draft Response” via https://procurement.opengov.com/portal/phoenix/projects/212099.

Respondents that are unable to submit electronically should contact the Procurement Officer to discuss the logistics of hard copy submittals. Respondents must be registered with OpenGov by signing up via https://procurement.opengov.com/signup. Vendor training guides can be found at: https://opengov.my.site.com/support/s/article/ca6d1285-1e48-4a21-bb0d-715edb7794ed

It is the responsibility of the Respondents to ensure that the Response is timely and to confirm that there are no technical reasons that any Response submitted electronically may be delayed.

The date and time on the upload as received/stamped by the City’s e-Procurement Portal will provide proof of submission and verification whether the Response was received on or prior to the exact time and date indicated in the Schedule of Events.

Please DO NOT submit links to Google Docs, Dropbox Paper, or similar services. Your response may be deemed non-responsive if your response is supplied utilizing these services.

4.3. WITHDRAWAL OF SUBMITTAL

At any time prior to the solicitation due date and time, Respondents (or designated representative) may withdraw the Response by clicking “Unsubmit Response” on the Response submission via the City’s e-Procurement Portal.

4.4. INQUIRIES

All questions that arise relating to this solicitation should be directed via City’s OpenGov e-

Procurement Portal and must be received by the due date indicated in the Schedule of Events.

The City will not consider questions received after the deadline. All questions concerning or issues related to this solicitation must be presented in writing.

https://procurement.opengov.com/portal/phoenix/projects/212099 https://procurement.opengov.com/signup https://opengov.my.site.com/support/s/article/ca6d1285-1e48-4a21-bb0d-715edb7794ed

The Procurement Officer will answer written inquiries in an addendum and publish any addenda on the City’s OpenGov e-Procurement Portal.

4.5. PUBLIC RECORD

All submittals in response to this RFI shall become the property of the City and become a matter of public record available for review pursuant to Arizona State law.

If a vendor believes that a specific section of its response is confidential, the vendor shall isolate the pages marked confidential in a specific and clearly labeled section of its response. The vendor shall include a written statement as to the basis for considering the marked pages confidential including the specific harm or prejudice if disclosed and the Procurement Officer will review and make a determination.

4.6. DEMONSTRATIONS

A. Vendors may be invited to construct a hands-on demonstration or presentation of their solution at the City of Phoenix.

B. The City does not reimburse the cost of developing, presenting, or demonstrating a solution, and the vendor is responsible for all costs incurred.

5. Vendor Questionnaire

1. City of Phoenix - Cloud Computing Standard (Exhibit A)* The Offeror shall be responsible for reviewing and acknowledging all information contained within this document (attached as Exhibit A - Cloud Computing Software) prior to submitting their bid. The Offeror shall further confirm (in their response to this question) that they have read and understood the contents of this document.

☐ Yes

☐ No

*Response required

2. Offerors intending to submit a response must request that the Procurement Officer provide a Security Questionnaire. Requests shall be submitted via email to judson.hathaway@phoenix.gov* By marking 'Yes', the Offeror understands this requirement and intends to request a Security

Questionnaire.

☐ Yes

☐ No

*Response required

3. Please provide a brief history of your business.

4. Total number of employees; total number of operational locations;

and the primary location where your company is based.

5. Provide two (2) to three (3) examples implementing Paratransit Scheduling and Dispatch Software comparable in size to City of Phoenix.

6. Please explain your three (3) to five (5) year product roadmap plan.

7. How frequently are new releases or updates made to your software product? Do you provide release notes or documentation outlining changes?

8. Does your company host an active user group forum that could be made available to the city?

9. Describe the redundancy features of your solution in the event of system failure.

10. Describe the web-based solution you have that allows passengers to book trips.

11. Describe the solution you have to provide real time ride updates for the passengers via text/email/IVR.

12. Describe the IVR solution you have available.

13. What is the maximum number of users your system has supported.

14. Describe key features of your solution.

15. Describe the technology used in your solution.

16. Describe how your solution satisfies data privacy and security regulations.

17. Indicate the user interface model of your solution—whether it is accessed via a web browser, installed client application, or a combination of both.

18. Does your solution support on-premises, cloud hosted or hybrid deployment? Please describe.

19. If the solution is web-based, describe how the solution addresses web responsive functionality for mobile and tablet.

20. Describe the technology used for system reports.

21. Describe your pricing model(s) and associated costs, clearly distinguishing between essential/foundational and optional components.

22. Provide the functions, features, and pricing/costs of software modules, including support and maintenance.

23. Describe the functions, features, benefits, and pricing/costs of any cloud components included in your solution.

24. Outline the purpose, benefits, and pricing/costs of professional services (e.g., installation, configuration, implementation, enhancements).

Include resource costs or hourly rates if applicable.

25. Provide details on licensing purpose and costs, including minimums, escalating tiers, and other pricing structures.

26. Describe training costs for all City users, including any recurring or periodic training options offered.

27. General Requirements - Fully automated Scheduling and Dispatch paratransit software system for real-time and batch order taking, which allows the City of Phoenix (COP) Paratransit contractor to schedule and book the customer trips as well as manage dispatch operations.

28. Explain how your solution would interact with COP Computer Aided Dispatch/Automatic Vehicle Locator (CAD/AVL) system, which is provided by Clever Devices.

29. Explain how your solution interacts with Google Maps to define and update paratransit service coverage areas.

30. General Requirements: Multi-user capabilities that support simultaneous use at different workstations.

31. Does your solution offer an easy-to-use Graphical User Interface?

32. Does your solution offer a web-portal for the clients to be able to schedule their trips directly either on a browser or mobile devices?

33. Does your solution have a mobile application which provides real time vehicle status and location on a map?

34. Does your solution Include security features to limit access to each major function according to predetermined authorization?

35. Does your product offer reporting solutions which include (but are not limited to) critical performance metrics reports like 'On-Time Performance', 'Trip Reports by Polygon', 'Trip Reports by Distance', 'Trip Cancellation', 'Late Trips' and 'Schedule Reporting'?

36. Does your solution offer web-based and hands-on training from your software team covering all functions and features in the system? The City prefers using a train-the-trainer model for users and a system specific onsite training for administrators.

37. Does your solution offer the ability to create and customize users under multiple roles? (E.G., System Administrator, Customer Service, Reservations, Dispatchers, Schedulers, ,Radio Supervisors, Road Supervisors, Other Supervisory Roles, Report Viewers)

38. Does your solution offer the ability to track user permission by role?

39. Does your solution have the ability to time stamp all user modifications and keep version history?

40. Does your solution assign role-based permission to the system?

41. Does your solution offer the ability to activate or deactivate the user by their username?

42. Does your solution have the ability to customize user interface to meet the identity & password requirements with option for two factor authentication?

43. Does your solution have the ability to keep five (5) years of data?

44. Does your solution have the ability to stamp each record entry/update/deletion?

45. Does your solution have the ability of the system to provide vehicle playback related to the trips in the vehicles?

46. Does your solution offer easy input of addresses using partial street names, cross streets, building names, common places and aliases?

47. Does your solution allow for the logging of all user transactions including (but not limited to) creation date and timestamps/ modified date and timestamps?

48. Does your solution support complex scheduling and routing for eligible riders with the defined geographical boundaries?

49. Does your solution automatically optimize routes and schedule for efficiency?

50. Does your solution offer a client interface with ability to enter/display/save client information including (but not limited to) name, address, ADA ID, birth date, PCA requirements, Emergency information, and most recent client trip history?

51. Does your solution have the ability to interface with the agency CAD- MDT solution? The City is currently using Clever Devices CAD system.

52. Does your solution generate and print various reports including driver manifests, National Transit Database Data, sponsored trips, client expiration dates, passenger trips, cancellations, no-shows, and late boardings?

53. Does your solution offer a on-time performance reports, vehicle location reports, dispatch listing, client trips, and no-show or cancellation reports. Does your solution offer an option for map-based reporting which includes trips to and from a zone based on National Transit Database (NTD) requirements?

54. Does your solution offer a web portal that is based on modern technology with an easy-to-use interface for the customers with the ability to send a notice to reservation area when a trip is requested?

55. Does your offer have the ability to update the customer on the confirmation or any changes with their trips? Can notifications be sent through email or text? Does your solution have the option to have ride status available on the map for the customers after the vehicle is dispatched?

56. Does your solution have the ability for the customers to schedule trips directly using automated phone system without human intervention?

57. Contractor will be responsible for the installation of the software and all necessary data conversions. Contractor will need to provide the project management strategy they follow for installation and implementation of the software.

By selecting “Yes,” the Offeror formally acknowledges understanding of this requirement and confirms that it will not affect their ability to comply.

☐ Yes

☐ No

58. Offeror is responsible for maintenance and technical support, including platform upgrades, bug fixes and patches, as needed to maintain full platform functionality for the duration of the contract period.

By selecting “Yes,” the Offeror formally acknowledges understanding of this requirement and confirms that it will not affect their ability to comply.

☐ Yes

☐ No

59. City Security Requirements must be met for the system. Cloud Security Requirements have been provided along with the method to request the security questionnaire.

By selecting “Yes,” the Offeror formally acknowledges understanding of this requirement and confirms that it will not affect their ability to comply

60. Please provide a narrative that describes the user experience for the solution. This includes whether the user experience entails client technology, web responsive web design, native application for IOS or Android mobile phone and tablet devices. Please provide a list of hardware and software specifications that include latest (within past three (3) years) supported manufacturer and model numbers, operating system versions, and browser versions that your solution supports.

61. Please provide a narrative that describes your solution’s capability to integrate with the Customer’s Active Directory Federation Services (ADFS ) for the purposes of permitting single ID and/or single sign-on.

62. Please provide a narrative that outlines security specifications delivered with your solution. This includes (but is not limited to) encryption at login, transit, and at rest. Please provide encryption levels. Also Identify any protocols used by the solution.

63. If yours is a cloud solution, please provide specifications on the type of cloud solution from the ones listed below:

Select all that apply

☐ Private Cloud: Model in which an enterprise uses a proprietary architecture and runs cloud servers within its own data centers.

☐ Hybrid Cloud: Model that includes a mix of on-premises, private and third-party public cloud services with orchestration between the two platforms.

☐ Public Cloud: Model in which a third-party provider makes computing resources available to the public over the internet. In this case enterprise do not have to setup and maintain their own cloud servers.

64. If your solution is hosted SaaS solution, provide Business Continuity (24/7/365) and Disaster Recovery (BC/DR) including backup and restoration functionality. Please describe the architecture details.

65. If your solution is on-premises, please describe how it is going to leverage the City’s existing IT infrastructure investments and support server operation within a VMware-based virtual server environment. Will required servers operate on city standard server operating systems which is Windows Server (2019 and 2022)? City Public Transit Department currently utilizes MS SQL version 2022 and Oracle version 19c.

66. If your solution is cloud based, please describe the following: 1. Any data limit or storage charges? 2. Will the proposed cloud solution be hosted on your own servers or hosted at a third-party hosting provider (Azure, AWS, Google, etc.)?

67. Provide us your solution compatibility with different identity management solutions.

68. Is all customer data and intellectual property housed in the continental United States? If not, could it be?