SFMTA P-690 (03-25) A-1 October 7, 2026 4932-8690-2224 v.1

Appendix A

Scope of Services

I. Purpose, Operating Environment, and Service Delivery Framework

A. Purpose

This Scope of Services (Scope) describes the Guard Service Delivery, Non-Guard Support

Functions, and Supervision, Administration, and Management Services Contractor shall provide to support SFMTA operations under the Agreement. It establishes the Required Baseline State, including the Services, Contractor Responsibilities, operating requirements, operational plans, and Deliverables. Capitalized terms used but not defined in this Scope have the meanings stated in Article 1 of the Agreement.

Contractor shall provide trained and qualified armed and unarmed Guards, supervisors, management personnel, Security Operations Center (SOC) coordination and support, Revenue

Collection Security Support, Non-Guard Support Functions, technology, equipment, Records, and other resources necessary to perform the Services.

The SFMTA may deploy the Services at different Sites or for different functions as operational needs change, as further described below.

B. SFMTA Operating Environment

The SFMTA manages a large, multimodal transportation system and employs a diverse workforce of approximately 6,000 employees. The SFMTA owns, occupies, or operates more than 400 facilities, including bus yards, rail yards, maintenance yards, subway stations, trade shops, and related facilities. The SFMTA’s operating environment includes seven bus yards, three rail yards including the Cable Car Barn, 12 subway stations within the Market Street

Subway and Central Subway, and seven tunnels with intrusion detection software.

The SFMTA maintains a SOC staffed by SFMTA and Contractor personnel, directed by the SFMTA, with access to SFMTA video systems, including approximately 13,000 cameras on revenue fleet vehicles and 2,500 stationary video cameras located throughout SFMTA facilities and operations.

The operating environment, including the Sites, systems, and operational conditions described above, may change during the term of the Agreement.

C. SFMTA Direction and Service Flexibility

The SFMTA will determine which Services are required at particular Sites or for particular functions and will communicate those Services through applicable SFMTA Operating

Documents in accordance with Section 4.4 of the Agreement. Contractor shall perform those

Services in accordance with the Agreement, including this Scope and the Performance Metrics

Appendix, and SFMTA Operating Documents.

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The SFMTA may modify the deployment of Services through applicable SFMTA

Operating Documents or other written SFMTA direction during the term of the Agreement.

Contractor shall implement such modifications as required. When immediate action is necessary in response to a specific incident, emergency, or condition, Contractor shall comply with oral or written direction from the SFMTA.

When no applicable SFMTA Operating Document specifies a staffing or deployment model for a particular operational need, Contractor shall provide the staffing, supervision, technology tools, patrols, management support, and other resources necessary to perform the required Services and satisfy the requirements of the Agreement, including this Scope and the

Performance Metrics Appendix.

The SFMTA may perform Non-Guard Support Functions using SFMTA staff, other City personnel, SFMTA or City technology, or other SFMTA-directed resources. The Agreement does not guarantee any minimum level of Services, Sites, hours, service volume, assignments, or work volume except as stated in the Agreement. Contractor shall cooperate with resulting changes to Non-Guard Support Functions, technology, reporting, Records, or resources, and shall continue to provide all Services required under applicable SFMTA Operating Documents unless the SFMTA directs otherwise in writing.

D. SFMTA Operating Documents

Under the Agreement, SFMTA Operating Documents will establish operating requirements for the Services and may include Post Orders, Standard Operating Procedures, SFMTA-approved operational plans, procedures, and written instructions. Post Orders provide Site-, post-, patrol-, function-, or assignment-specific instructions.

RFP Appendix I includes model Post Orders and Standard Operating Procedures for proposal preparation purposes. These samples will not become operative under the Agreement unless the SFMTA designates them as applicable SFMTA Operating Documents. Contractor personnel assigned to the applicable Site, post, function, or assignment shall follow applicable

SFMTA Operating Documents.

Contractor may recommend revisions to SFMTA Operating Documents that are necessary to provide the Services under this Agreement, and shall prepare or revise the SFMTA Operating

Documents for SFMTA review. At the SFMTA’s request, Contractor shall draft or update

SFMTA Operating Documents. The SFMTA will review and approve the SFMTA Operating

Documents in accordance with the provisions of Section 4.4 of the Agreement. The SFMTA may revise, replace, supplement, or withdraw SFMTA Operating Documents during the term of the

Agreement. Contractor shall implement and comply with applicable SFMTA Operating

Documents, including distributing current versions to affected personnel; providing required training; removing superseded versions from operational use; and maintaining version-control and training Records.

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E. Confidential and Security-Sensitive Information

SFMTA Operating Documents, facility information, emergency contacts, access procedures, camera or alarm information, video, alert, notification, incident, security-system information, and other Site-specific or security-related information may contain confidential or security-sensitive information. The SFMTA may provide such materials only to Contractor personnel with a need to know. Contractor shall protect such information in accordance with the

Agreement, including this Scope, applicable SFMTA Operating Documents, law and regulations, and SFMTA direction.

F. Relationship to the RFP and the Agreement

During the solicitation process, this Scope shall be read together with the RFP and its appendices. The Performance Requirements, Key Performance Indicators, Performance

Incentives, and Liquidated Damages are included as RFP Appendix E and, upon execution of the

Agreement, will be incorporated as Appendix C to the Agreement (Performance Metrics

Appendix).

Under the resulting Agreement, this Scope and other incorporated documents shall be interpreted in accordance with the Agreement’s order-of-precedence provision.

If this Scope addresses a matter governed by the Agreement, including payment, insurance, indemnity, prevailing wages, bonding, data security, default, or termination, the Agreement controls.

II. Contractor Responsibilities

This Section establishes the Contractor’s general operational, management, administrative, and support responsibilities applicable to all Services performed under the Agreement.

Contractor shall provide all personnel, supervision, management, equipment, systems, Records, and other resources necessary to perform the Services. Unless expressly stated otherwise, each requirement applies to Services performed by Contractor and its Subcontractors, and Contractor remains fully responsible for Subcontractor compliance and performance.

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No. Main Area Responsibility Requirement

1.1 Guard Service

Delivery

Facility Security &

Access Control

Provide unarmed Guards to perform fixed-post coverage, access control, patrols, alarm response, lock and unlock support, graffiti and vandalism response, situational awareness, incident reporting, emergency response, and other Guard Services required by the SFMTA, as described in SFMTA Post Orders and other applicable

SFMTA Operating Documents.

1.2 Subway, Station &

Public-Facing Transit

Support

Provide subway, station, and public-facing security support, including visible deterrence, patrols, customer and employee assistance, situational awareness, emergency response, incident reporting, and coordination with SFMTA staff, the

SOC, Transportation Management Center (TMC), San Francisco Police Department

(SFPD), emergency responders, and public-safety partners, as described in SFMTA

Post Orders and other applicable SFMTA Operating Documents.

1.3 Revenue Collection

Security Support

Provide armed or unarmed Revenue Collection Security Support, as determined by the SFMTA, to protect Revenue Collections personnel, cash, fare media, restricted areas, gates, vehicles, equipment, and related operations. Services may include fixed

Guard coverage, escorts, gate and access-control support, alarm and video monitoring, incident documentation, and Special Event Services, as described in applicable SFMTA Operating Documents. Maintain SFMTA-approved controls addressing field supervision, separation of duties, collusion risk, and documentation.

1.4 Emergency, Special

Event & Other As-

Needed Coverage

Provide Special Event Services, Emergency Services, and As-Needed Services requested by the SFMTA. Services may include additional armed or unarmed

Guards, field supervision, or other SFMTA-approved security services.

Maintain procedures to support continuity during emergencies, labor shortages, civil disturbances, natural disasters, public-health emergencies, equipment failures, technology failures, in response to facility damage and other disruptions. Promptly notify the SFMTA of any event that materially affects coverage, response, staffing, reporting, or operational readiness.

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No. Main Area Responsibility Requirement

2.1 Non-Guard

Support

Functions

Security Operations

Center Coordination

& Support

Provide Qualified Personnel to support SFMTA-directed SOC functions, which may include deployment coordination, communications, dispatch coordination, incident investigation and documentation, CCTV viewing, analysis and retrieval, alarm support, security applications, dedicated security email, chat, phone, mass notification, situational-awareness reports, Security Alert Bulletins, trend reports, and coordination with the TMC, SFPD, emergency responders, and public-safety partners.

2.2 Other Non-Guard

Operational Support

Provide Qualified Personnel to perform SFMTA-requested operational support functions that do not require assignment as a Guard. Functions may include administrative support, communications coordination, badging and credentialing, Records support, reporting, data review, and other operational functions described in applicable SFMTA Operating Documents.

3.1 Supervision, Administration

Management

General

Management &

Supervision

Provide on-site and off-site supervision and management necessary to plan, schedule, perform, supervise, and administer Guard Service Delivery and Non-

Guard Support Functions. Maintain an SFMTA-approved management contact available for contract administration, operational coordination, meetings, emergencies, and escalation. Manage personnel deployments, reporting, quality control, escalation, and coordination with SFMTA staff. Maintain communication, dispatch, and escalation procedures that support the Services, including response to security notifications in accordance with applicable SFMTA Operating Documents.

Provide required SFMTA-approved uniforms, materials and equipment, and branding. Manage approved Subcontractors and ensure their compliance with the

Agreement, applicable SFMTA Operating Documents, and SFMTA instruction.

3.2 Staffing, Service

Coverage &

Personnel

Management

Hire, screen, train, pay, supervise, direct, discipline, remove, and replace Contractor and Subcontractor personnel. Provide required staffing levels and Service coverage using Qualified Personnel; manage schedules, assignments, and deployment changes; and maintain backup and relief staffing sufficient to avoid Service interruptions. Maintain reasonable personnel continuity to support Site and account familiarity and Service continuity. Provide advance notice to the SFMTA before

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No. Main Area Responsibility Requirement removing or reassigning regularly assigned personnel, unless immediate removal

(within 30 minutes) is necessary or directed by the SFMTA.

Ensure required patrols, rounds, checks, and guard-tour events are completed within

SFMTA-required timeframes. Provide required rest and meal breaks and associated relief without compromising required coverage or response capability. Ensure

Contractor personnel do not represent themselves as SFMTA employees.

3.3 Training &

Professional

Standards

Ensure Guards, supervisors, management personnel, and Subcontractor personnel are screened, trained, licensed, certified, equipped, and prepared to perform assigned duties. Training shall include applicable licensing, assignment-specific and SFMTA requirements, SFMTA Operating Document review, customer service, de-escalation, emergency procedures, incident reporting, workplace safety, rail- and roadway-related safety where applicable, technology, and reporting systems. Maintain training materials and completion Records. Ensure personnel are not assigned to duties for which they have not completed required training.

Ensure assigned personnel communicate effectively and conduct themselves professionally, and that personnel assigned reporting duties can read, understand, and prepare required reports and Records in English. Additional conduct and communication requirements may be established in applicable SFMTA Operating

Documents.

3.4 Licensing, Screening

& Personnel

Qualifications

Maintain and verify all required licenses, permits, registrations, certifications, authorizations, background checks, including San Francisco Fair Chance Ordinance requirements, driver qualifications, firearm permits, drug and alcohol testing requirements, including applicable requirements under 49 CFR Parts 40 and 655, as amended, and other qualifications required by law, the Agreement, this Scope, applicable SFMTA Operating Documents or the assignment.

Maintain current, audit-ready testing and qualification Records for Contractor and

Subcontractor personnel and provide supporting documentation upon SFMTA request. Ensure personnel who fail applicable screening or qualification

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No. Main Area Responsibility Requirement requirements are not assigned to duties and remove or replace personnel who no longer meet those requirements.

3.5 Equipment, Vehicles, Uniforms & SFMTA

Resources

Provide, maintain, repair, replace, and support the equipment, vehicles, communication devices, technology tools, reporting systems, uniforms, and other materials required to perform the Services, unless otherwise provided by the

SFMTA.

Ensure SFMTA-provided resources are only used for authorized purposes, protected from loss or misuse, and returned upon SFMTA request or when no longer required.

Maintain an inventory of SFMTA- and Contractor-issued equipment; track its assignment, custody, and condition; report lost, stolen, damaged, or compromised equipment, credentials, or system access to the SFMTA.

Ensure Contractor-provided equipment and uniforms are safe, serviceable, assignment-appropriate, compliant with applicable law and licensing requirements, approved by the SFMTA when required, and used in accordance with applicable

SFMTA-approved plans.

3.6 Technology, Scheduling, and

Workforce

Verification

Provide and use SFMTA-approved technology that is intuitive and user-friendly for its intended users and supports staffing, scheduling, deployment, dispatch, timekeeping, attendance, workforce and assignment verification, GPS-based patrol tracking and verification, incident reporting, electronic Daily Activity Reports, supervisor inspections, workforce accountability, performance monitoring, and invoice validation.

Contractor-controlled technology shall meet availability, support, outage notification, backup, and restoration requirements, including 24/7 availability where required, as established in the SFMTA-approved Technology Integration Plan. A technology outage does not excuse Contractor from required Service delivery, reporting, Records, or invoice-support obligations. Provide Subcontractors the technology and access necessary to support unified operations, reporting, and equivalent workforce and performance accountability, and ensure Contractor and

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No. Main Area Responsibility Requirement

Subcontractor data and reporting can be consolidated for SFMTA review. Use or integrate with SFMTA-owned or controlled reporting systems when directed by the

SFMTA.

Identify and comply with applicable data ownership, hosting, access controls, audit logs, encryption, retention, cybersecurity controls, privacy considerations, system-integration requirements, and procedures for returning or destroying City Data at the end of the Agreement. Provide the SFMTA access to, and the ability to obtain or export, required operational data and reports from Contractor-controlled systems in a searchable digital format acceptable to the SFMTA.

3.7 Reporting, Meetings

& Operational Data

Provide required reports, operational data, incident documentation, staffing information, and other Records, and attend meetings as required by the SFMTA.

3.8 Monitoring &

Documentation

Invoice only for authorized Services actually performed by Qualified Personnel and supported by required documentation and certifications. Maintain complete, accurate, and searchable digital records sufficient to verify delivery of Services, support all invoices, including staffing schedules, timesheets, payroll records, post assignment records, patrol verification records, supervisor inspection records, overtime approvals, Incident Reports, staff qualifications and other documentation requested by the SFMTA for Services provided by the Contractor (whether directly or through Subcontractors), in a searchable digital format acceptable to the SFMTA.

3.9 Risk Analysis &

Operational Reviews

Evaluate Incident Reports, operational data, staffing information, patrol information, and other available information to advise the SFMTA on trends or changes in risk arising within the transit system, and opportunities to improve Service delivery or cost control. Provide requested investigation support, information, and operational recommendations, and participate in operational reviews requested by the SFMTA.

3.10 Quality Assurance, Corrective Action &

Conduct quality-assurance activities, audits, inspections, and performance monitoring; identify and correct deficiencies; determine causes; document corrective actions; and take measures to prevent repeat deficiencies. Corrective measures may include retraining, reassignment, increased supervision, additional reporting, SFMTA P-690 (03-25) A-9 October 7, 2026

No. Main Area Responsibility Requirement

Continuous

Improvement technology adjustments, staffing changes, personnel replacement, or Subcontractor corrective action.

Identify and recommend operational improvements that may improve security outcomes, accountability, cost control, or operational flexibility. Implement

SFMTA-approved Innovative Service Delivery Approaches (ISDAs) and Optional

Enhancements as directed and support measurement of resulting Service improvements and verified cost savings or avoided costs.

3.11 Compliance Comply with applicable laws, rules, regulations, policies, procedures, licensing requirements, training requirements, SFMTA Operating Documents, and approved operational plans. Ensure Subcontractors comply with the requirements applicable to their Services, including staffing, supervision, qualifications, insurance, labor, LBE, reporting, Records, invoice support, SFMTA instructions, and corrective action.

3.12 Prevailing Wages and

Employee Retention

Pay prevailing wages and comply with employee retention requirements for the prior contractor’s Security Guard employees, including requirements set forth in San

Francisco Labor and Employment Code Article 102, including Section 102.11, and

Article 109, as provided in the Agreement and applicable law.

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III. Operational Plans and Deliverables

Contractor shall prepare, submit, implement, maintain and update the operational plans and

Deliverables listed below. These Deliverables support Phase 1 transition and readiness under

Section IV. Except for the Detailed Transition and Mobilization Plan, the operational plans support ongoing Service delivery after Service commencement. Routine operational reports and other Records required under the Agreement or applicable SFMTA Operating Documents will be addressed in those documents and are not repeated in this Section.

Each Deliverable shall be sufficiently detailed for the SFMTA to evaluate readiness, oversee contract implementation and Service delivery, and verify Contractor performance and compliance. With SFMTA approval, related requirements may be combined within a single

Deliverable when doing so supports effective contract administration, performance monitoring, and Service delivery.

The dates below are the SFMTA’s required submission schedule for transition planning.

Contractor shall plan to meet these dates unless the SFMTA approves a different date in writing, including through the Detailed Transition and Mobilization Plan. Items 2, 3, 4, and 6 support the

Staffing & Operational Readiness Review in Section IV; Items 5 and 7 support the Systems &

Reporting Readiness Review.

Any Deliverable requiring SFMTA approval must be approved before the applicable activities or Services begin. Contractor shall account for SFMTA review and revision cycles in its transition schedule.

The SFMTA may approve, reject, or require revision or resubmittal of a Deliverable.

Contractor shall revise and resubmit a Deliverable within five (5) business days after receiving

SFMTA comments or by another date specified by the SFMTA. The SFMTA’s review, acceptance, or approval of the Deliverables under this Scope of Services shall not be interpreted to create any duty of care or impose on the SFMTA any responsibility for such Deliverables meeting the requirements of the Agreement, and shall not limit or modify Contractor’s warranty and indemnification requirements under the Agreement.

Contractor shall maintain the operational plans in Items 2 through 7 current throughout the term of the Agreement, review each plan at least semiannually, and submit updates within five

(5) business days after SFMTA request, unless the SFMTA authorizes a later submission date in writing. Failure to submit or obtain approval of a Deliverable does not postpone Service commencement or any other Contractor obligation unless otherwise authorized in writing by the

SFMTA.

Each Deliverable shall address, at a minimum, the elements identified in the Description column below.

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Deliverable Initial Submission Description

1. Detailed

Transition and

Mobilization

Plan

Final version submitted during contract negotiations by the date specified by the SFMTA.

SFMTA approval required before the NTP unless the

SFMTA specifies another date.

Contract startup and transition, including: (i) employee retention and transition;

incumbent coordination, staffing, and supervision; (ii) licenses, permits, compliance verification, and training; (iii) uniforms, equipment, technology and reporting setup, and system access; (iv) SFMTA Operating Document and Post Order review, communications, and Subcontractors; and (v) continuity of Services and readiness testing.

Incorporate the transition stages, milestones, and readiness reviews in Section IV, and describe how these stages will be implemented and tracked, including responsible parties, dependencies, risks, contingencies, and status reporting.

2. Staffing, Personnel

Qualification, Training, and

Deployment

Plan

At least 20 business days before Service commencement.

Required qualifications and training must be satisfied before assignment.

Staffing, qualification, training, and deployment of Qualified Personnel, including:

(i) staffing requirements, staffing continuity, and vacancy backfill; (ii) screening, licensing, certifications, Guard Cards, firearm permits, and assignment-specific qualifications; (iii) required, assignment-specific, rail- and roadway-related safety, refresher, and annual training, proof of training, documentation, and personnel-file management; and (iv) scheduling and deployment plans, including personnel assignments, relief, fixed-post coverage, patrol services, SOC coordination, other

Non-Guard Support Functions, and Revenue Collection Security Support.

3. Supervision, Account, and

Subcontractor

Management

Plan

At least 15 business days before Service commencement.

Management and supervision of the Services and Contractor and Subcontractor performance, including: (i) account management structure, supervisory coverage, 24-hour contacts, dispatch and escalation protocols, meeting participation, and schedule coordination; (ii) supervisor responsibilities, service-issue resolution, and corrective-action management; (iii) Subcontractor staffing, supervision, Contractor-controlled technology access and accountability, qualifications, and insurance; and

(iv) labor and LBE compliance, payroll and other Records, reporting, invoice support, and compliance with SFMTA instructions.

4. Business

Continuity and

Emergency

Response Plan

At least 15 business days before Service commencement.

Continuity of operations and emergency response, including: (i) backup staffing and supervisory coverage; (ii) communication and escalation procedures; (iii) Special

Event Services, As-Needed Services, Emergency Services, and temporary Services;

and (iv) coordination with SFMTA emergency procedures and continuity requirements.

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Deliverable Initial Submission Description

5. Technology

Integration

Plan

At least 15 business days

Required baseline capabilities must be operational at Service commencement.

Implementation and operation of SFMTA-approved technology for: (i) scheduling and dispatch; (ii) workforce and assignment verification, and patrol verification; (iii) electronic reporting and incident management; (iv) supervisor oversight and performance measurement; and (v) invoice validation. Address usability, and document SFMTA-approved availability, outage notification, support, backup and restoration requirements, Subcontractor access, SFMTA-owned or controlled reporting systems, data ownership, access, and export, cybersecurity, privacy, Records, integration, and required SFMTA access.

6. Quality

Control and

Corrective

Action Plan

At least 15 business days

Required quality-control processes must be operational at Service commencement.

Quality assurance and corrective action, including: (i) audits, inspections, performance monitoring, and SFMTA Operating Document compliance; (ii) patrol and workforce verification; (iii) deficiency identification, escalation, root-cause analysis, corrective action, and tracking; and (iv) measures to prevent repeat deficiencies.

7. Reporting and

Records Plan

At least 10 business days

Required reporting must be operational at Service commencement.

Reporting and Records controls, including formats, schedules, systems, data fields, searchability, retention, access, and quality control for: (i) reports and Records; (ii) invoice support and operational data; (iii) Incident Reports, Daily Activity Reports, Guard timesheets, Condition Reports, and staffing variance reports; and (iv) other

SFMTA-required documentation.

Include templates, submission methods, workflows, deadlines, source data, and invoice-support requirements.

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IV. Transition, Mobilization, and Baseline Establishment

Contract implementation will occur in two phases:

• Phase 1 - Mobilization and Baseline Establishment begins on the NTP and continues through the Baseline Establishment Date.

• Phase 2 - Steady-State Operations and Continuous Improvement begins on the

Baseline Establishment Date and continues for the remainder of the Agreement.

A. Phase 1: Mobilization and Baseline Establishment

1. Startup Activities

During Phase 1, Contractor shall implement the SFMTA-approved Detailed Transition and

Mobilization Plan, maintain uninterrupted required security coverage, and complete the startup, transition, transfer, deployment, and stabilization activities necessary to assume the Services and achieve the Required Baseline State.

Startup activities include:

a. Workforce and Operational Readiness: Employee retention and onboarding; staffing and supervision; licensing and compliance verification; introductions and coordination with key SFMTA executive, Security, operational, and contract-administration personnel; Site visits; and mandatory training.

b. SFMTA Operating Documents: Review applicable Post Orders and other SFMTA

Operating Documents; identify and submit any proposed updates for SFMTA approval;

distribute SFMTA-approved or current versions to affected personnel; and provide related training.

c. Equipment, Systems, and Access Readiness: Equipment and credential collection, return, issuance, and accountability, as applicable; access and system revocation and activation procedures; equipment and systems familiarization; readiness testing and reviews.

d. Implementation and Validation: Implement and validate the applicable Contractor

Responsibilities in Section II and operational plans and Deliverables in Section III;

complete readiness reviews; correct identified deficiencies; and coordinate with the

SFMTA and any outgoing contractor.

Transition meetings shall begin within three business days after the NTP and occur at least weekly until Baseline Establishment, unless the SFMTA directs otherwise.

Contractor shall identify dependencies and promptly escalate conditions that may affect a transition milestone or uninterrupted Service delivery.

2. Transition Milestones and Readiness

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The SFMTA-approved Detailed Transition and Mobilization Plan required by Section III shall govern Phase 1 and establish the detailed schedule, responsibilities, and sequencing. The transition stages below may overlap.

The dates and ranges below are the SFMTA’s initial required schedule and control unless the SFMTA approves different dates in writing, including through the Detailed Transition and

Mobilization Plan.

Transition Stage/

Milestone

Timing Requirement

Transition

Kickoff

Within 3 business days after NTP

Confirm transition roles and responsibilities, points of contact, initial schedule, dependencies, escalation procedures, and status-reporting procedures under the Detailed Transition and Mobilization Plan.

Pre-Deployment Days 1-30 after NTP Review applicable Post Orders and other SFMTA

Operating Documents; identify any required updates for SFMTA approval and distribute approved or current versions; verify licensing, qualification, and compliance requirements; complete introductions and coordination with key SFMTA personnel;

conduct Site visits; employee-retention and advance staffing, supervision, training, technology, equipment, and access-readiness activities.

Operational Plan

Submissions

20 to 10 business days before Service commencement.

Submit Section III operational plans in the following sequence:

(i) Deliverable 2 (Staffing, Personnel Qualification, Training, and Deployment Plan) at least 20 business days before Service commencement;

(ii) Deliverables 3 through 6 at least 15 business days before Service commencement; and

(iii) Deliverable 7 at least 10 business days before

Service commencement.

Transfer Days 15-45 after

NTP

Implement the applicable Section III plans; complete mandatory training and employee retention and onboarding; complete equipment and credential collection, return, issuance, and accountability, as applicable; complete access and system revocation and activation; complete equipment and systems familiarization; confirm management, Subcontractor, quality-control, reporting, technology, and business-continuity arrangements; and complete other activities necessary to transfer responsibility for the

Services.

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Staffing &

Operational

Readiness Review

At least 10 business days before Service commencement

Using Section III Deliverables 2, 3, 4, and 6, demonstrate readiness for staffing, qualification, training, deployment, supervision, account and

Subcontractor management, business continuity and emergency response, and quality control. Identify unresolved readiness risks and corrective actions.

Systems &

Reporting

Readiness Review

At least 5 business days before Service commencement

Using Section III Deliverables 5 and 7, demonstrate readiness of required technology, communications, reporting, Records, workforce and patrol verification, SFMTA system access, and invoice-support functions. Identify unresolved readiness risks and corrective actions.

Service

Commencement

Day 45 after NTP, unless the SFMTA specifies another date

Assume required Services without interruption.

Applicable Section III operational plans shall be implemented, and capabilities necessary to perform the assigned Services shall be operational.

Post-Deployment

Stabilization

Beginning at Service commencement and continuing through

Baseline

Establishment

Operate under the applicable Section III plans;

validate staffing, coverage, training, supervision, equipment and systems familiarity, reporting, workforce and patrol verification, quality control, business continuity, and operational coordination;

correct deficiencies; and complete remaining transition activities necessary to achieve the

Required Baseline State.

Baseline

Establishment

Readiness Report

At least 5 business days before proposed Baseline

Establishment

Submit evidence that the applicable Contractor

Responsibilities in Section II and operational plans and Deliverables in Section III have been implemented and validated, and identify remaining deficiencies and corrective actions.

Baseline

Establishment

No later than 60

Days after Service commencement, unless otherwise approved by the

SFMTA

The SFMTA confirms in writing that the Required

Baseline State has been achieved, at which time

Phase 2 begins.

3. Baseline Establishment

Baseline Establishment shall occur no later than 60 calendar days after Service commencement, unless the SFMTA approves another date. Contractor shall correct any remaining deficiencies identified by the SFMTA within the timeframe directed by the SFMTA.

The SFMTA will confirm the Baseline Establishment Date in writing. The Baseline

Establishment Date marks completion of Phase 1 and the beginning of Phase 2 – Steady-State

Operations and Continuous Improvement. Failure to achieve Baseline Establishment by the required date does not postpone Contractor obligations or waive SFMTA rights or remedies.

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The SFMTA will determine whether Contractor has achieved the Required Baseline State based on the applicable requirements of the Agreement, including this Scope.

4. Performance Requirements During Phase 1

Contractor shall perform the applicable Contractor Responsibilities in Section II and implement the applicable operational plans and Deliverables in Section III by Service commencement. Contractor shall begin collecting data required by the Performance Metrics

Appendix on that date, and all applicable performance requirements, Key Performance

Indicators, thresholds, Liquidated Damages, and other remedies shall apply beginning on Service

Baseline Establishment does not alter or restart Contractor’s Service or performance obligations.

B. Phase 2 – Steady-State Operations and Continuous Improvement

Phase 2 begins on the Baseline Establishment Date and continues for the remainder of the

Agreement’s term. During Phase 2, Contractor shall continue to perform the applicable

Contractor Responsibilities in Section II, maintain and update the operational plans in Section

III, comply with applicable SFMTA Operating Documents, and comply with the performance management and corrective-action requirements in Section V.

Contractor shall perform quality assurance, corrective action, and continuous improvement during Phase 2 in accordance with Section 3.10 and Section V.

V. Performance Management and Corrective Action

Contractor shall monitor, measure, and report performance of the Contractor

Responsibilities in Section II in accordance with the Agreement, including this Scope and the

Performance Metrics Appendix, applicable operational plans and other Deliverables under

Section III, and SFMTA Operating Documents.

Performance requirements, Key Performance Indicators, Performance Incentives, Liquidated Damages, and other remedies are governed by the Performance Metrics Appendix and the Agreement.

Contractor shall participate in operational reviews required by the SFMTA and perform quality assurance, corrective action, and continuous improvement in accordance with Section

3.10 and the applicable operational plans and other Deliverables under Section III. Contractor shall submit corrective-action plans and status updates within the timeframes specified by the

SFMTA or the Performance Metrics Appendix and continue status updates until the deficiency is resolved.

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The SFMTA may exercise remedies available under the Agreement and the Performance

Metrics Appendix.

VI. Contract Closeout and Handover

Contractor shall complete contract closeout and handover in accordance with the applicable

Contractor Responsibilities in Section II, operational plans and Deliverables under Section III, the Agreement, and SFMTA direction.

Upon expiration or termination of the Agreement, Contractor shall cooperate with the

SFMTA and any successor contractor to support an orderly transition and uninterrupted Services.

Contractor shall return SFMTA-issued equipment, keys, access cards, credentials, badges, City

Data, and other SFMTA property; provide final reports, Records, and invoice support; transfer information and system access as directed by the SFMTA; and preserve required Records in accordance with the Agreement.