Administrative Services/ Procurement

Central Office Traffic Operations Division

RFP #: 160904

Title: TOC Floor Operations & SSP Services

Issue Date: August 3, 2026 REQUEST FOR PROPOSALS RFP# 160904

Title: Traffic Operations Center Floor Operations & Safety Service Patrol Services

Commodity Code(s): 96877,96884 Service Lot 1

Federal Project #NHPP-000S (478), (479), (480), (473), (474), (475), (476)

UPCs 128768, 128769, 128770, 128771, 128772, 128773, 128774

Service Lot 2

Federal Project #NHPP-000S(442),(443), (444), (445), (446), (447), (448), (449), (450)

UPCs 125174,125175,125176,125177,125178,125179,125180,125181,125182

Location Where Work Will Be Performed: Statewide

Issuing Agency: Commonwealth of Virginia

Virginia Department of Transportation (VDOT)

Contract Officer: Precious Walters

Email: precious.walters@vdot.virginia.gov

NOTE TO OFFERORS

Pre-Proposal Conference: An Optional, Virtual Pre-Proposal Conference and Optional Site Visits will be held at 10:00 AM

Eastern Standard Time (EST), on August 24, 2026. Optional Site visits will begin on August 25, 2026. Refer to Solicitation Section

VI. for site visit times, locations and for instructions on how to participate.

Solicitation Closing Date and Time: 10:00AM EST on September 15, 2026. Refer to Solicitation Section VII.A.1 for Instructions to

Offerors.

REMINDERS

1. Be sure to read and follow all instructions in the solicitation.

2. Ensure all proposal documents are completed, and fillable attachments are uploaded with the proposal submission.

Proposal documents and fillable attachments include, but may not be limited to:

A. OFFEROR’S DATA SHEET

B. STATE CORPORATION COMMISSION FORM

C. PROPRIETARY AND CONFIDENTIAL INFORMATION SUMMARY FORM

D. SMALL BUSINESS SUBCONTRACTING PLAN

E. SUBCONTRACTOR APPROVAL REQUEST

F. PRICING SCHEDULE

Note: This public body does not discriminate against faith-based organizations in accordance with the Code of Virginia, § 2.2-4343.1 or against a bidder or offeror because of race, religion, color, sex, national origin, age, disability, sexual orientation, gender identity, political affiliation, veteran status, status as a military family, or any other basis prohibited by state law relating to discrimination in employment. Faith-based organizations may request that the issuing agency not include subparagraph 1.f in General Terms and Condition C. Such a request shall be in writing and explain why an exception should be made in that invitation to bid or request for proposal.

RFP #: 160904

Administrative Services Division

Traffic Operations Division

Request For Proposals (RFP) # 160904

TOC Floor Operations & SSP Services

TABLE OF CONTENTS PAGE

I. DEFINITIONS/ACRONOYMS 3

II. PURPOSE 9

III. QUESTIONS REGARDING THIS REQUEST FOR PROPOSALS 10

IV. BACKGROUND 10

V. STATEMENT OF NEEDS 11

VI. PRE-PROPOSAL CONFERENCE 44

VII. PROPOSAL PREPARATION AND SUBMISSION INSTRUCTIONS 45

VIII. EVALUATION AND AWARD CRITERIA 51

IX. REPORTING AND DELIVERY INSTRUCTIONS 53

X. METHOD FOR PAYMENT 54

XI. INVOICING 54

XII. GENERAL TERMS AND CONDITIONS 55

XIII. SPECIAL TERMS AND CONDITIONS 61

ATTACHMENTS:

A. Offeror’s Data Sheet

B. State Corporation Commission Form

C. Proprietary and Confidential Information Summary Form

D. Small Business Subcontracting Plan

E. Subcontractor Approval Request

F. Pricing Schedule

G. Code Red Ozone Alert

H. CII/SSI

I. Federal Forms

J. Certification of Compliance with Prohibition of Political Contributions and Gifts During Procurement Process

REFERENCED TRAININGS

1. General Term and Condition C.1.(d): Link to Referenced Sexual Harassment Training

2. General Term and Condition CC: Link to VDOTU. Log in and search for “VDOT Workplace Civility Training.”

https://www.dhrm.virginia.gov/public-interest/contractor-sexual-harassment-training https://virtualcampus.vdot.virginia.gov/

RFP #: 160904

I. DEFINITIONS

1. 24/7/365

Refers to services or operations that are available 24 hours a day, 7 days a week, 365 days a year, without exceptions for weekends, holidays, or other breaks.

2. Active Patrol Rule

A pricing provision under which VDOT compensates only for SSP vehicles that are actively deployed on approved patrol routes. Vehicles that are idle, staged, on standby, undergoing maintenance, or otherwise not in active patrol status are not eligible for payment.

3. Annual Work Plan (AWP)

The primary operational planning document used by VDOT to define service levels, operational procedures, performance expectations, staffing plans, and program enhancements for each contract year.

4. Annual Work Plan Performance Evaluation

The yearly evaluation of statewide performance across all KPIs used to determine the Annual Work Plan Performance Score and incentive eligibility.

5. Annual Work Plan Performance Score

The score derived using mandatory and optional KPI results to determine the Contractor’s eligibility for annual bonus incentive payments.

6. API (Application Programming Interface)

A software interface used to exchange data between the Contractor’s and VDOT’s systems, including AVL integration.

7. Arterial Management

A TOC operational function involving monitoring and managing major arterials, diversion support, and signal timing coordination.

8. ATMS (Advanced Traffic Management System)

VDOT’s statewide traffic control software used for device management, AVL integration, incident workflows, and reporting.

9. Automatic Vehicle Location (AVL)

A telematics system installed on SSP vehicles that provides real-time and historical vehicle location, speed, routing, and activity data with VDOT-accessible API integration.

10. Certification Levels – SSP

A structured certification program for SSP personnel consisting of Operator Levels 1–3, Lead Operator, and Supervisor, including initial, remedial, and annual recertification requirements.

11. Certification Levels – TOC

A structured certification program for TOC personnel consisting of Operator Levels 1–3, Lead Operator, and Supervisor, including testing and recertification.

12. Conspicuity Markings

High-visibility reflective vehicle markings used on SSP vehicles to improve responder safety based on FEMA guidance.

13. Consumables (SSP)

Tools, equipment, and non-fuel supplies required for SSP incident response and motorist assistance that must be stocked and replenished by the Contractor.

14. Contract

An agreement enforceable by law, between two or more competent parties, to do or not to do something, not prohibited by law, for consideration. When used in this solicitation, “Contract” refers to an agreement executed by VDOT and the Offeror selected to be the Contractor to provide the goods or services described in this RFP.

RFP #: 160904

15. Contractor

An individual or firm that has entered into an agreement to provide goods or services to the Commonwealth of Virginia. The

Offeror awarded the Contract to supply goods or services described in this solicitation is referred to as the “Contractor.”

16. Correction Allowance

A provision allowing the Contractor to correct an eligible first-time KPI deficiency within 30 days before penalties apply.

17. Correction Window

The 30-day period starting from the Monthly KPI Review Summary during which the Contractor may correct eligible deficiencies to avoid penalties.

18. Critical Incident

Any incident defined by VDOT SOPs or AWPs as requiring immediate reporting, operational escalation, or heightened response.

19. Customer Satisfaction (SSP)

The measurable method defined by the Contractor to evaluate motorist satisfaction with SSP services, reported to VDOT.

20. Data Governance (AVL/Cameras)

Policies governing retention, access, PII protections, audit logging, and use of video/telematics data.

21. Demobilization (Fleet)

Removal, deactivation, or transfer of fleet systems and equipment (including AVL and radios) at contract conclusion or end of vehicle service life.

22. Department

The Virginia Department of Transportation, an agency of the Commonwealth of Virginia, is referred to as “Department,”

“VDOT,” or “Commonwealth.”

23. Device Availability

The operational status, uptime, and reliability of ITS devices and technical systems.

24. Document Library

The collection of RFP appendices, maps, job descriptions, training materials, and reference documents provided by VDOT.

25. EPA (Environmental Protection Agency)

Federal agency establishing environmental regulations applicable to fleet washing and wastewater disposal.

26. Escalation

A formal process triggered when deficiencies exceed thresholds in the AWP or KPIs, potentially resulting in a CAP or AWP modification.

27. Escalation Request

A written submission from the Contractor describing the issue, operational impact, actions taken, and recommended corrective measures.

28. Field Commander (VDOT)

The SSP operator designated to manage traffic incident activities when public safety personnel are not present, per

SOP/AWP authority.

29. Fixed Monthly Management Cost

The fully burdened, fixed monthly fee submitted by the Offeror for providing all Operational Management services required under the Contract. This fee shall include all labor, overhead, indirect costs, administrative expenses, and profit necessary to manage TOC or SSP operations, and may not be supplemented by additional charges, surcharges, or regional adjustments.

RFP #: 160904

30. Fleet Management Plan

The Contractor’s plan describing fleet acquisition, outfitting, training, maintenance, lifecycle replacement, radio management, and exit strategy.

31. Fully Burdened Cost

The total cost of providing a service or labor hour, inclusive of all direct wages, fringe benefits, overhead, general and administrative expenses, profit, and other indirect cost components. Fully burdened cost is reflected in the Loaded Hourly

Rate and Fixed Monthly Management Cost.

32. Incentive

A discretionary VDOT bonus awarded based on AWP performance scoring and compliance with all contractual requirements.

33. Incident Action Plan

A structured operational plan prepared in response to major incidents, weather, or special events, identifying required SSP staffing and resources.

34. Initial Operator Training

The fundamental training required for newly hired Contractor personnel to obtain the minimum skills, knowledge, and competencies necessary to perform TOC Operator/role duties safely and independently.

35. Intelligent Transportation Systems (ITS)

Field devices and supporting systems such as cameras, sensors, message signs, and communications networks.

36. Interface Control Document (ICD)

A technical document describing data formats, interfaces, and protocols required for system integration.

37. Loaded Hourly Rate

The fully burdened hourly billing rate submitted by the Offeror for labor and, when applicable, vehicle‑based service delivery. The Loaded Hourly Rate includes all labor costs, fringe benefits, overhead, general and administrative expenses, profit, and non‑fuel operational costs, as required by the applicable service lot. No additional labor‑related fees may be charged beyond this rate.

38. Lump Sum

Refers to a fixed, all‑inclusive price paid to the Contractor for delivering a specified service, task, or deliverable, regardless of the actual costs incurred or the resources used by the Contractor.

39. Met Hours

Hours worked by qualified, certified personnel. Staffing Compliance (%) = Met Hours ÷ Required Hours × 100.

40. Missed Route Hours

Any scheduled SSP route hours not staffed or not delivered. A mandatory SSP KPI with invoice penalties.

41. Mobilization (Fleet)

One-time activities and costs required to prepare, equip, SSP vehicles, including inspections and technology setup.

42. Mobilization Cost (Vehicle)

A one‑time, fixed fee per SSP vehicle covering all labor, materials, equipment, configuration, inspections, upfitting, branding, and administrative activities required to prepare and deliver a vehicle to “route‑ready” status at Service

Commencement. No additional mobilization‑related fees may be charged beyond the approved Mobilization Cost.

43. Monthly KPI Review

VDOT’s monthly assessment of Contractor performance against KPIs, including penalty determinations.

RFP #: 160904

44. Monthly Penalty (Monthly Disincentive)

A performance-based deduction applied when the Contractor fails to meet a Mandatory KPI threshold.

45. Network Operations Center (NOC)

VDOT’s support function responsible for monitoring ATMS, ITS devices, signals, and communications networks.

46. No Disruption

No lapse in required operational coverage as defined in the AWP.

47. Non-Patrolling Time

Refers to any period in which an SSP Operator is on duty and available for assignment but is not actively performing routine roadway patrol activities

48. Non-Professional Services

Services that do not require licensed professional engineering judgment.

49. Notice to Proceed

A written notice provided by VDOT to the Contractor establishing the date the Contractor may begin performing work in accordance with the Contract documents.

50. Offeror

A person or firm who makes an offer in response to a Request for Proposals. Each proposal submission is referred to as an

“Offeror.”

51. On‑Site Management Hours

The Monthly number of hours that designated management personnel are physically present at VDOT TOC or SSP facilities as part of the Fixed Monthly Management Cost. These hours must be clearly itemized by role, region, and service lot and may not be billed separately or charged as additional labor.

52. Operational Management Plan

The Contractor’s comprehensive plan outlining how SSP or TOC services will be delivered, managed, monitored, and improved.

53. Owner

The Commonwealth of Virginia, i.e., an agency, institution, or department, with whom the Contractor has entered a Contract and for whom the work or services are to be provided.

54. Part‑Time – Non‑Benefit‑Eligible

A classification of personnel who work in part‑time, hourly positions that do not qualify for employer‑provided benefits. For these positions, Offerors shall submit a separate Loaded Hourly Rate that reflects all applicable costs excluding benefits.

Part‑time rates shall not be blended with full‑time rates.

55. PII (Personally Identifiable Information)

Information subject to restricted access and data governance requirements, particularly in camera and AVL systems.

56. PMP (Project Management Plan)

The Contractor’s governance document outlining policies for system data management, security, and operational oversight.

57. Performance Bonus (Annual Incentive)

A discretionary VDOT bonus awarded based on AWP results, absence of open CAPs, and full documentation compliance.

58. Preventable Crashes (SSP)

Crashes involving SSP vehicles classified as preventable under VDOT standards.

RFP #: 160904

59. Proposal

An offer made by one party to another as a basis for negotiations prior to creating a Contract. A submittal in response to the

VDOT request for such proposals under Section V of this RFP, including supplements, if any.

60. Public safety partners

VDOT, and any federal, state, or local agency, organization, or entity responsible for protecting life, property, and public welfare during transportation incidents or emergencies. This includes, but is not limited to, law enforcement agencies, fire and rescue departments, emergency medical services, and emergency management organizations.

61. Representative

The VDOT Contract Administrator or designee who will manage all facets of the Contract to assure the Contractor’s total performance is in accordance with the contractual commitments and the obligations of the Contractor under the terms and conditions of the Contract.

62. Required Hours

Scheduled staffing hours as defined in the AWP for each SSP or TOC location.

63. REST Interface

An HTTP-based web service interface used for data exchange between AVL systems and Open TMS.

64. Route‑Centric Alignment & Change Control

The structured process by which the Contractor ensures that all operational activities, staffing, resource deployment, performance reporting, and service delivery remain aligned with the specific roadway segments, patrol routes, or geographic service areas assigned by VDOT.

65. Service Commencement

The date on which Contractor services begin following Notice to Proceed.

66. SHRP II National Traffic Incident Responder Training

A national training program supporting safe, quick clearance.

67. SSP Trainee

An entry-level SSP operator pursuing certification requirements for independent patrol operations.

68. STARS Radio

The Statewide Agencies Radio System used by Virginia public safety agencies.

69. Surge Coverage

Additional staffing or vehicle deployment required during weather events, emergencies, or periods of increased demand.

70. Subcontractor

Any entity that has a contract to supply labor or materials to the Contractor to whom the Contract was awarded or to any other subcontractor in the performance of the work provided for in the contract.

71. Tort Liability SSP Claims

Incidents involving SSP vehicles or activities requiring investigation and resolution under VDOT liability procedures.

72. Traveler Information Timeliness

A measure of the speed at which verified incident or weather information is communicated to the public.

73. UARC (User Access Review Committee)

The approving body for STARS radio access.

74. Unified Command

A NIMS structure in which multiple agencies jointly manage an incident with aligned objectives.

RFP #: 160904

75. Upfitting

The installation, configuration, and integration of equipment required to bring an SSP vehicle into full operational readiness.

76. VDOT Central Office Traffic Operations Division

The VDOT division responsible for statewide governance and oversight of TOC and SSP services.

77. VDOT Districts and Regions

VDOT’s organization of nine districts grouped into five TOC regions.

78. Virginia MUTCD

The Virginia Manual on Uniform Traffic Control Devices.

79. Virginia State Police (VSP)

The statewide law enforcement agency responsible for law enforcement support to VDOT operations.

80. Virginia Work Area Protection Manual

Chapter 6 of the Virginia MUTCD governing temporary traffic control and worker safety.

81. VOSH

Virginia Occupational Safety and Health standards for training, PPE, and workplace safety.

ACRONYMS

Advanced Traffic Management System ATMS

American National Standards Institute ANSI

Application Programming Interface API

Automated External Defibrillator AED

Automatic Vehicle Location AVL

Annual Work Plan AWP

Bureau of Labor Statistics BLS

Corrective Action Plan CAP

Cost-of-Living Adjustment COLA

Consumer Price Index CPI

Continuity of Operations Plan COOP

Cardiopulmonary Resuscitation CPR

Department of Small Business and Supplier Diversity DSBSD

Employment Cost Index ECI

Environmental Protection Agency EPA

Federal Highway Administration FHWA

Freedom of Information Act FOIA

Interface Control Document ICD

Incident Command System ICS

Informational and Instructional Memorandum IIM

Incident Management Coordinator IMC

International Safety Equipment Association ISEA

Intelligent Transportation System ITS

Interactive Voice Response IVR

Key Performance Indicator KPI

RFP #: 160904

Lane Closure Management System LCMS

Manual on Uniform Traffic Control Devices MUTCD

National Incident Management System NIMS

Network Operations Center NOC

Occupational Safety and Health Administration OSHA

Personally Identifiable Information PII

Performance Improvement Plan PIP

Project Management Plan PMP

Personal Protective Equipment PPE

Quality Assurance / Quality Control QA/QC

Representational State Transfer REST

Request for Proposal RFP

State Corporation Commission SCC

Strategic Highway Research Program II SHRP II

Short Message Service SMS

Standard Operating Procedure SOP

Safety Service Patrol SSP

Statewide Agencies Radio System STARS

Small, Women-owned and Minority-owned business SWaM

Traffic Incident Management TIM

Traffic Management System TMS

Traffic Operations Center TOC

Traffic Operations Program Management Support TOPMS

User Access Review Committee UARC

Virginia Department of Transportation VDOT

Vehicle Hours of Delay VHD

Virginia Occupational Safety and Health VOSH

Virginia State Police VSP

II. PURPOSE:

The purpose of this Request for Proposal (RFP) is for The Virginia Department of Transportation (VDOT) to solicit sealed proposals through competitive negotiation to establish up to two (2) statewide contracts for the provision of:

• Service Lot 1: Traffic Operations Center (TOC) Floor Operations

• Service Lot 2: Safety Service Patrol (SSP) Services

These contracts will provide mission-critical operational services in support of VDOT’s Statewide Traffic Operations

Program. TOC Floor Operations and SSP Services must operate in continuous operational coordination. Additionally service providers of TOC Floor Operations and SSP Services must operate in coordination with multiple VDOT contractors providing such services as the following, but not limited to:

• Intelligent Transportation System (ITS) Infrastructure and Field Network Maintenance

• Statewide Advanced Traffic Management System (ATMS) Solution and Technology Support

• Traffic Operations Program Management Support (TOPMS)

• Construction and road maintenance

Project vision:

RFP #: 160904

VDOT seeks Contractors capable of delivering consistent, coordinated, and high-quality Traffic Operations Center (TOC) and Safety Service Patrol (SSP) services with consistency throughout the Commonwealth, while maintaining the flexibility necessary to meet regional and local operational needs.

Contract Period:

Service Lot 1: Traffic Operations Center (TOC) Floor Operations from the date of award for four (4) years with two (2) two-year optional renewal periods.

Service Lot 2: Safety Service Patrol (SSP) Services from the date of award for five (5) years with two (2) three-year optional renewal periods.

Note to Offerors: This solicitation includes the requirement for the Offeror to submit a Small Business Subcontracting Plan

(SBSP) Attachment D with the electronic proposal response in eVA. Offerors selecting “Vendor Will Complete All Work” box must be certified as a small/micro business by the Commonwealth of Virginia, Department of Small Business and

Supplier Diversity (DSBSD) by the due date of this solicitation to participate in the SWaM Program.

If the Offeror is not a DSBSD-certified small business, the “I Plan To Use Subcontractors” box must be selected and the

Offeror shall identify on the SBSP attachment D the portions of the contract that will be subcontracted to DSBSD-certified small business for the initial contract period and any subsequent renewal periods.

III. QUESTIONS REGARDING THIS REQUEST FOR PROPOSAL:

Any questions regarding this request for proposal shall be addressed to Precious Walters at precious.walters@vdot.virginia.gov. The subject line header should state the following: Questions on RFP # 160904. The issuing office shall determine whether any addendum should be issued as a result of any questions or other matters raised.

Provide questions no later than 2:00PM EST on September 2, 2026. VDOT cannot guarantee a response to questions received after September 2, 2026. No questions will be addressed orally.

To ensure timely and adequate consideration of proposals, Offerors are to limit all contact, whether verbal or written, pertaining to this RFP to the designated Contract Officer for the duration of this RFP process

IV. BACKGROUND:

A. VDOT’s Traffic Operations Center (TOC) Floor Operations and Safety Service Patrol (SSP) programs provide mission-critical traffic management and incident response services statewide.

B. TOC/SSP contracts augment VDOT’s staff while maintaining VDOT’s ownership of program oversight, policy, and performance direction.

C. VDOT’s TOC Floor Operations provides services continuously, twenty-four hours a day, seven (7) days a week, and 365 days a year. (24/7/365)

D. VDOT’s SSP service hours vary across the state.

E. VDOT is organized into nine (9) Districts (Bristol, Culpeper, Fredericksburg, Hampton Roads, Lynchburg, Northern

Virginia, Richmond, Salem and Staunton). TOC & SSP services are delivered through 5 regional TOC structures (see

Table 1 below), supporting statewide traffic monitoring, incident management, weather response, and traveler information.

TABLE 1

VDOT Districts / SSP Services VDOT Regions / TOC Floor Operations Services

Bristol Southwestern Region (SWRO)

Salem Southwestern Region (SWRO)

Lynchburg Southwestern Region (SWRO)

Staunton Northwestern Region (NWRO) mailto:precious.walters@vdot.virginia.gov

RFP #: 160904

Culpeper Northwestern Region (NWRO)

Richmond Central Region (CRO)

Fredericksburg Central Region (CRO) & Northern Region (NRO)

Northern Virginia Northern Region (NRO)

Hampton Roads Eastern Region (ERO) & Central Region (CRO)

1. TOC operations and SSP services shall be executed in direct support of VDOT’s primary traffic operations mission and its safe, quick clearance objectives, including:

a. Reducing roadway incident clearance times; and

b. Reducing vehicle hours of delay across the Commonwealth.

V. STATEMENT OF NEEDS:

A. VDOT intends to enter into contracts with qualified firms to provide operational management and staffing services that support dependable, scalable, and resilient VDOT TOC Floor Operations and Safety Service Patrol programs. The

Contractors must be capable of delivering consistent, coordinated, and high-quality Traffic Operations Center (TOC) and

Safety Service Patrol (SSP) services with consistency throughout the Commonwealth, while maintaining the flexibility necessary to meet regional and local operational needs.

B. VDOT will retain core staff, including contract monitors in each of the TOC and SSP service areas. VDOT will oversee contract performance through both the VDOT Central Office Traffic Operations Division and District/Regional Traffic

Operations staff. The Contractor shall be responsible to provide the following:

1. Day-to-day operational management of the program being delivered.

2. Delivering statewide services in accordance with VDOT policies, SOPs, and performance requirements.

3. Developing & Executing service delivery in accordance with VDOT approved Annual Work Plans (AWP), ensuring continued focus on region and district specific operational needs.

C. SERVICE LOT 1 – TOC FLOOR OPERATIONS

TOC Floor Operations are mission-critical and shall be continuously operational 24/7/365, with no disruption to service. Continuity of operations is mandatory.

1. Continuity of Operations

The Contractor shall maintain a documented Continuity of Operations Plan (COOP), including contingency staffing, disaster recovery procedures, and communications redundancy. COOP shall be reviewed and updated annually in concert with the Annual Work Plan. Offeror shall submit a COOP plan demonstrating how essential services will be sustained during disruption (e.g. natural disaster, cyber incident). The COOP shall include required components such as, mission-essential functions, recovery time objectives, alternative facility plans, delegation of authority and personnel succession.

The Contractor shall provide services that are scalable and standardized statewide, while remaining sufficiently adaptable to meet the unique operational requirements of each regional TOC. The Contractor shall deliver services that support VDOT’s mission, align with evolving operational priorities, and reflect best practices in traffic management and incident response.

To support this statewide program, VDOT will utilize an Annual Work Plan (AWP) as the primary operational planning and service delivery guidance document. The AWP is intended to serve as a living, annually updated instrument that defines service levels, operational procedures, performance expectations, staffing plans, and program enhancements for each contract year.

Throughout the life of the contract, VDOT may revise the AWP to incorporate changes in operational needs, emerging technologies, incident management strategies, performance requirements, or program priorities.

2. Contract Program Management and Direction

RFP #: 160904

A. Offerors shall provide VDOT in response with a detailed Operational Management Plan outlining the company’s approach for delivering, managing, and continuously enhancing TOC Floor Operations. This plan shall serve as the foundation for developing the TOC Annual Work Plans (AWP) and ensuring effective service area delivery.

Additionally, the plan will be utilized to assess overall contract & contractor performance.

B. At a minimum, the Operational Management Plan shall address:

1. Oversight and performance management of prime and subcontractor staff

2. Leadership and coordination of key operational disciplines

3. Strategies for continuous improvement, innovation, and corrective actions

4. Communication protocols and document control processes

5. Compliance with VDOT policies, cybersecurity requirements, state and federal regulations

6. Stakeholder coordination across TOC and SSP service lot contracts/contractors, VDOT, and local, state, and federal partners

7. Conflict resolution and mitigation strategies

8. Financial and Administrative Support including assistance with development and maintenance of contract/program financials as applicable:

a. Invoicing

b. Reporting & Analysis

c. Audits

d. Records management and closeout

9. Program Delivery Documentation and Training Materials

C. The Contractor shall maintain and update, as applicable:

1. Standard Operating Procedures (SOPs)

2. Training curricula and materials

3. Offeror’s Pricing:

A. For pricing purposes of this RFP, the Commonwealth is divided into the following four (4) Cost of Living

Adjustment (COLA) Regions:

1. Northern Virginia (NOVA)

Includes jurisdictions generally recognized as part of the Northern Virginia metropolitan area and associated

VDOT District facilities.

2. Hampton Roads

Includes jurisdictions within the Hampton Roads metropolitan region and associated VDOT District facilities.

3. Richmond

Includes jurisdictions within the Richmond metropolitan region and associated VDOT District facilities.

4. Other

Includes all remaining jurisdictions and VDOT facilities not included in the above three regions.

B. Offerors shall provide pricing that reflects the operational cost differences associated with each COLA region, as defined in this RFP.

4. Operational Management Cost

A. VDOT is seeking Offerors’ pricing in the form of a fixed monthly fee for Operational Management, with cost submitted for TOC specific management coverage aligned to each of four COLA regions for each of the 5 TOC locations.

B. Pricing shall be fully burdened to include all labor-related costs, overhead, administrative, and any other expenses necessary to provide the required Operational Management Services under this Contract.

C. No additional management‑related fees, surcharges, or regional adjustments may be applied beyond the fixed monthly rate submitted for each TOC Region.

D. Management Fee Cost Boundary

RFP #: 160904

The monthly Operational Management fee shall not include hours billed under TOC Floor Staffing loaded hourly rates. All activities covered by the Management Fee must be defined in the Offerors’ Operational Management plan.

5. Service Delivery

A. Annual Work Plan (AWP)

Service delivery shall be defined annually by the Contractor and approved by VDOT through an Annual Work

Plan (AWP) which establishes:

1. Core services and the area specific scope matrix for each of the five (5) TOC locations (VDOT provides)

2. Staffing targets (VDOT provides)

3. Shift structure, staffing plan and surge response plan for each of the five (5) TOC locations (Contractor develops).

4. Operational Management role functions and area on-site plans (Contractor develops)

5. Performance expectations (Key Performance Indicators-KPIs) (VDOT provides, Contractor may supplement)

6. Reporting requirements (VDOT provides)

7. Quality assurance & continuous improvement measures(Contractor develops)

8. Roles and Responsibilities (RACI) (Contractor develops)

9. Continuity of Operations (COOP) submission (Contractor develops)

10. Escalation & Communications protocols(Contractor develops)

B. The Annual Work Plan (AWP) shall serve as a primary reference document for monitoring and evaluating the

Contractor’s statewide performance. Performance expectations, service delivery requirements, and operational benchmarks established in the AWP shall form the basis of VDOT’s annual assessment of Contract success and

Contractor performance.

C. The Contractor’s adherence to, and achievement of, the performance measures, service levels, and operational outcomes defined in the AWP shall be used to determine the Contractor’s eligibility for an annual performance‑based incentive. This incentive shall take the form of a bonus awarded for exceeding the established standards, demonstrating exceptional service delivery, and contributing to measurable improvements in statewide TOC operations.

D. Failure to meet AWP‑defined performance expectations may impact incentive eligibility and may trigger contractual corrective action requirements as outlined in this RFP.

E. VDOT reserves the right to update the approved AWP at any time over a 12-month cycle. The Contractor shall review, acknowledge, and implement modifications within 15 calendar days unless otherwise noted and agreed upon with VDOT. Changes that add scope beyond core services shall require the execution of a formal contract modification prior to implementation.

F. AWP Proration

VDOT reserves the right to prorate the initial AWP for periods greater or less than twelve (12) months; proration rules shall be documented in contract year one (1) AWP. The initial AWP shall be approved by VDOT no later than 60 days prior to service commencement. Contractors shall submit year one (1) AWP allowing VDOT at minimum, two (2) weeks review time. Each subsequent AWP shall be submitted to VDOT on or before January

31st of each contract year.

G. The Annual Work Plan template with filled in examples is available in the RFP Document Library.

6. Performance Escalation Requirements

A. Performance escalation shall occur when service delivery deficiencies, unresolved operational issues, or critical incidents exceed defined thresholds outlined in the Annual Work Plan (AWP) or when monthly KPI reviews indicate recurring non-compliance. Escalations shall include issue description, operational impact, actions taken, corrective measures, and timeline.

RFP #: 160904

B. VDOT will review the report and determine whether to impose contractual remedies such as a Corrective action plan (CAP), or require amendments to the Annual Work Plan, or Operational Management Plan. The

Performance Escalation procedures shall be documented in the Contractor’s Operational Management Plan and updated annually as part of the AWP.

C. The Contractor shall submit a Performance Escalation Report to VDOT’s Contract Administrator within 24 hours of identifying the following:

1. Service delivery deficiencies exceeding thresholds in the AWP.

2. Unresolved operational issues > 48 hours; or

3. Critical incidents (as defined in SOPs).

D. The Contractor’s Escalation Report shall be submitted in writing to VDOT’s Contract Administrator, and include the following:

1. Description of the issue and its impact on operations

2. Actions taken to resolve the issue prior to escalation

3. Recommended corrective measures and timeline

7. Core Functional Areas

A. The Contractor shall provide day-to-day oversight and management for all TOC Floor Operations in coordination with VDOT’s Project Management staff who will maintain ownership of the program. VDOT will retain core

VDOT staff at each of the TOCs (District Traffic Operations Manager, TOC Manager, etc.). The Contractor shall be an active partner in providing consistent and streamlined execution of location specific TOC Services.

B. The Contractor must be able to work effectively with various internal and external contract partners who provide a variety of services to the Commonwealth. The Contractor’s employees must be able to functionally interact and cross-collaborate, as well as follow any necessary overarching guidance provided by VDOT.

C. Performance data shall be available for integration with VDOT-identified systems.

D. VDOT’s TOC Floor Operations supports the following functional areas in accordance with VDOT SOPs:

1. Traffic Monitoring and Event Management

2. Arterial Management

3. System Monitoring

4. Weather Operations Management

5. Notification and Documentation

8. Traffic Monitoring and Event Management

A. The Contractor shall provide the following Traffic Monitoring and Event Management services, to include but not be limited to:

1. Monitor traffic conditions and detect incidents

2. Verify incidents and coordinate response and dispatch

3. Document incident timelines and clearance metrics

4. Disseminate traveler information per SOP

5. Coordinate with internal and external response partners

B. The Contractors’ employees shall monitor traffic, detect and verify incidents, initiate and coordinate/dispatch response, document all incident related clearance times and disseminate incident information in accordance with

VDOT standard operating procedures (SOP).

C. The Contractor shall implement strategies that leverage the use of ITS technology for incident detection and management. The Contractor shall coordinate with internal and external agencies concerning the implementation of incident response plans.

RFP #: 160904

D. In conjunction with VDOT, the Contractor must be capable to assist in planning, developing and executing traffic management plans associated with special events and work zones. The Contractor shall be positioned to provide additional resources for mandatory coverage according to each TOCs needs in response to special events. The

Contractor’s staff levels must be scaled to meet operational needs in accordance to VDOT’s approval.

E. The Contractor shall monitor for potential conflicts in planned events and lane closures using a lane closure management system or the Statewide ATMS, as appropriate. The Contractor shall advise the conflicting parties concerning the existence of a conflict, which must be resolved before execution of the planned event or work zone and make appropriate notifications to VDOT when resolution does not occur. The Contractor shall not resolve any conflicts and does not decide which of the competing activities will have precedence over the other.

9. Arterial Management

A. The Contractor shall provide the following Arterial Management services, to include but not be limited to:

1. Support execution of arterial operations plans

2. Coordinate diversion and signal timing adjustments

3. Notify and coordinate with local jurisdictions as appropriate

B. The Contractor shall manage major arterials on the National Highway System or in support of the Interstate

System. In response to incident management these services may include coordination with internal and external partners; as well as real time signal timing adjustments.

C. The Contractor shall notify localities concerning any instance of a diversion that has potential impact on the locality, and where possible monitoring and management of traffic on these diversion routes or available parallel routes is necessary, to ensure optimal system performance.

10. System Monitoring

A. The Contractor shall provide the following System Monitoring services, to include but not be limited to:

1. Monitor ATMS, ITS devices, communications, and signals.

2. Report system outages and anomalies to the Network Operations Center (NOC).

3. Support corridor-level outage notifications.

B. The Contractor shall monitor the overall status and data accuracy of the various systems (e.g. ATMS, ITS field devices, communications, and signals as applicable to each TOC).

C. The Contractor shall report exceptions or inoperable conditions to the Network Operations Center (NOC) and systems administrator related to ITS maintenance or signal maintenance functions and ensure notifications for critical devices, or major corridor outages in accordance with established VDOT procedures.

11. Weather Operations Management

A. The Contractor shall provide the following Weather Operations Management services, to include but not be limited to:

1. Monitor weather events and operational impacts

2. Disseminate weather-related messaging

B. As essential personnel, the Contractor shall monitor road conditions, weather events, as well as communicate alerts and operational impacts. The Contractor shall be able to provide additional resources for mandatory coverage according to each TOCs needs in response to weather events. VDOT will approve staff levels to be scaled to meet weather-driven operational needs.

12. Notification and Documentation

A. The Contractor shall provide the following Notifications and Documentation, to include but not be limited to:

1. Notifications in accordance with established procedures and SOPs.

2. Manage incidents through Statewide ATMS.

3. Documentation via programs that may vary by TOC service area.

RFP #: 160904

4. Production of required daily, weekly, monthly, quarterly, annual, and ad hoc reports.

5. Support audits, inquiries, and investigations as required.

B. The Contractor’s TOC operator shall appropriately and effectively notify, dispatch, and disseminate information to VDOT personnel according to the VDOT established processes.

13. Interoperability

A. VDOT’s vision for interoperability is to create a unified operation across the Commonwealth, allowing TOCs to interact and support each other as operational needs dictate. This concept relates to the ability to perform traffic management tasks from any TOC, either independently or collaboratively.

B. Offerors shall propose an Interoperability Strategy enabling TOCs to support one another statewide, including:

1. Communications protocol compatibility

2. Transfer of operational control

3. System handover procedures

C. The current Interoperability Plan is available in the RFP Document Library.

14. Contractor’s Personnel Requirements A. The Contractor shall furnish labor to provide Operational Management & Staffing Services to VDOT’s regional

TOCs.

B. Offerors are required to include a Staffing Plan in their proposal submission. This plan should reflect the Offeror’s understanding of TOC operational needs and their strategy for meeting service requirements.

Notwithstanding the proposed plan, actual staffing levels, service hours, and operational roles will be formally set each year through the VDOT‑approved Annual Work Plan (AWP).

C. VDOT will offer the Contractor an annual standard review for statewide contract performance to include scoring and comments relevant to success or deficit in TOC staffing KPIs. The Contractor shall have the ability to impose any required adjustments for improvement on the annual standard review for statewide contract performance in subsequent year(s). VDOT reserves the right to review, and request amendment to staffing plans for any TOC as determined necessary by excessive, or recurring deficits.

D. The Contractor’s personnel serving in a non-professional services capacity, shall not perform or be responsible for professional engineering services. The Contractor’s personnel shall not represent themselves as acting in a licensed engineering role, and shall not sign, seal, or approve engineering documents. No work requiring professional engineering judgment shall be performed under the award of non-professional service contracts in accordance with all applicable federal and state laws and regulations.

E. The Contractor’s personnel responsible for the execution of the services are deemed essential as required by the scope of the contract, and/or performing the actual deliverables under contract services. Based on review of skills, work experience, and business need, VDOT determined and request the following key personnel working titles be considered by the Contractor as the minimum essential to perform the scope of work.

16. Key Personnel

A. The following contract Key Designation roles are required by VDOT with role functions, planned hours on-site in the TOC as best estimated to support an achievable Operational Management Delivery Plan.

1. Statewide Contract Program Director (1)

2. Regional TOC Contract Manager (1 per TOC)

RFP #: 160904

B. All Contractor’s Key Personnel are expected to remain for the duration of the contract. In the case of replacing key positions, individuals are subject to VDOT’s approval and finalized by a required contract modification.

C. The Contractor shall provide VDOT with 30 days prior written notice, or as soon as practical when related to key personnel change. The Contractor shall use reasonable efforts to backfill key personnel with an interim person within 15 days of vacancy and permanently within 90 days. Any interim or permanent replacement must be approved by VDOT.

D. Addition of “other” operational management roles by offeror is encouraged, however are not considered Key

Personnel unless mutually agreed upon.

E. The Contractor’s key personnel roles shall be included in part of the fixed monthly management fee per TOC in the contract pricing schedule. The Contractor’s TOC specific Contract Manager positions shall be subject to the

Cost-of-Living Adjustment (COLA) region within the Commonwealth as established in the contract pricing schedule.

17. On‑Site Management Hours Disclosure Requirement

A. The Contractor shall provide, in part of the AWP, a detailed breakdown of on‑site hours associated with the proposed Monthly Management Cost. For each TOC area, the Contractor shall identify the following:

1. The management roles included in the Monthly Management fee

2. The number of on‑site hours per month each management role will provide

3. The total annual on‑site management hours committed for TOC Operations

4. Any rotation, coverage, or variable scheduling model used to meet operational management needs

B. This information demonstrates the Offeror’s ability to provide consistent on‑site management presence, oversight, and direction required to support the delivery of services defined in the Annual Work Plan (AWP) for TOC operations.

C. The On‑site management hours must include the following:

1. Be clearly tied to the positions included in the fixed Monthly Management Cost

2. Be fully covered under the submitted fixed monthly rate

3. Not be billed separately or invoiced as additional labor.

D. VDOT reserves the right to evaluate the sufficiency of proposed on‑site management hours when scoring the

Offeror’s Management & Program Direction capabilities.

18. TOC Floor Staffing (roles as applicable)

A. TOC Floor Staffing roles represent the minimum anticipated need to effectively staff a VDOT TOC. It remains

VDOT’s right to require additional roles over the life of the contract established in agreement with the contractor and executed by contract modification.

1. Control Room Shift Supervisors

2. Control Room Lead Operators

3. Control Room Operators (1,2,3)

4. Lane Closure System Technicians

5. Data Analysts

6. Signal Engineers (Select TOC locations)

B. VDOT will provide access to current TOC Floor Staff role descriptions in the RFP Document Library.

C. VDOT anticipates a balanced use of these roles based on TOC specific operational need. The Contractor shall propose staffing levels that support an appropriate distribution across Operator Levels 1–3 and supervisory/technical categories. VDOT may require adjustments if proposed staffing reflects an unbalanced mix without operational justification.

RFP #: 160904

D. Offerors are encouraged to propose additional or modifications to floor staff roles with skills and abilities equitable to meet the standards of TOC core functions listed herein. VDOT will evaluate offerors proposed roles and descriptions and negotiate fair and reasonable rates for positions and assumed levels of staffing per TOC proposed in the year one price schedule.

E. VDOT permits the use of part‑time personnel in Traffic Operations Center (TOC) positions when such staffing supports operational needs, promotes scheduling flexibility, or provides coverage for surge, seasonal, or specialized activities.

F. The Contract shall be capable of utilizing part‑time staff and ensure the staff meets all required qualifications, training standards, and performance expectations established for the applicable role.

G. All non‑benefit‑eligible hourly positions must be clearly identified in the Offeror’s staffing plan and accurately reflected in all pricing schedules, Annual Work Plans (AWP) and monthly invoices.

H. TOC is the center of traffic operations, responsible for providing vital information internally and externally about the road network by utilizing a variety of advanced ITS / field devices.

I. The Contractor’s TOC personnel shall be capable of providing the following:

1. The ability to effectively and proficiently communicate in the English language (verbal and written).

2. Be proficient in using Microsoft Windows-based software applications and computer systems.

3. Able to provide strong customer service when involved in high pressure situations.

4. Ability to multi-task.

5. Demonstrates well-developed time management skills

6. Skillful in paying attention to detail.

7. Proficient in the skills of situational awareness.

8. Efficient and accurate data entry.

9. The ability to manage tasks based on their priority.

10. Provide and maintain positive customer focus.

11. Demonstrated ability to work well with others

J. The Contractor’s TOC personnel shall be uniformly attired and maintain a consistent and professional appearance in accordance with the Annual Work Plan as reviewed and approved by VDOT. Unless otherwise approved by VDOT, the Annual Work Plan (AWP) standard shall be khaki pants, closed toe shoes, and polo shirts or sweaters displaying only the approved VDOT logo. No changes are permitted unless mutually agreed upon by VDOT and the Contractor and included in the AWP.

K. VDOT further recognizes that the fundamental, core functions of the TOC Floor Operations play a vital role in serving VDOT’s Traffic Operations program and the Commonwealth’s motorists, and as such, the Offeror should provide any requisite staffing and resourcing language proposed as considered necessary to adequately deliver core service area requirements outlined herein.

19. TOC Pricing:

A. For pricing purposes of this RFP, the Commonwealth…