Solicitation Document.pdf

RFP P09-2027

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THE CITY OF CHULA VISTA

REQUEST FOR PROPOSAL

Notice is hereby given that proposals will be received until 12:00 P.M. on Wednesday, September 30, 2026, Pacific Standard Time (PST), furnishing the City of Chula Vista with:

Micro-transit Transportation Services for the Chula Vista Community Shuttle Program and Community Healthcare Transportation Network

Prospective Contractors are hereby referred to the proposal instructions, general provisions, and terms and conditions contained in this request for proposal. All proposals must be submitted through PlanetBids by the due date and time. Late proposals or proposals received via email/fax will not be considered.

If you experience technical difficulties submitting your proposal, you must contact PlanetBids (818) 992- 1771 to receive technical assistance. If PlanetBids is unable to address your issue, you must notify Zhobin Tamjidi/ztamjidi@chulavistaca.gov.

Questions related to the proposal must be submitted through PlanetBids. Questions must be received by 12:00 P.M. Friday, August 28, 2026. Answers will be uploaded to PlanetBids no later than 5:00 P.M.

Monday, September 7, 2026.

The City reserves the right to reject any or all proposals received any portion of any proposal and to waive any irregularities or informalities in proposals or the RFP process. Any addenda that are issued through this RFP must be signed and returned with your submittal.

Zhobin Tamjidi Senior Procurement Specialist

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Schedule (dates and times are subject to change)

Activity Date Deadline

(All Times Pacific)

RFP Posted to PlanetBids Friday, August 21, 2026 8:00 A.M.

Question Submittal through PlanetBids Friday, August 28, 2026

12:00 P.M.

Response to Questions Released Monday, September 7, 2026

5:00 P.M.

RFP Response and Proposal Due

Wednesday, September 30, 12:00 P.M.

Presentations/Interviews October 26-29, 2026

TBD

Selection of Consultant Wednesday, November 4, 2026 3:00 P.M.

Agreement Development Tuesday, December 8, 2026

Council Adoption Tuesday, December 15, 2026 5:00 P.M.

Contract Inception Friday, January 1, 2027

Objective For more than four years, the Chula Vista Community Shuttle ("Community Shuttle") Program has served as a cornerstone of the City's Healthy Chula Vista and Age-Friendly initiatives, reflecting the City's commitment to expanding safe, accessible, and equitable transportation options for residents of all ages, including seniors and individuals with disabilities. Recognizing that transportation is a key social determinant of health and an essential component of healthy aging, the Community Shuttle improves mobility and independence by providing safe, affordable, reliable, and environmentally sustainable, demand-responsive transportation. The program connects our residents to essential destinations, including healthcare providers, grocery stores, public transit, employment centers, libraries, community facilities, and other daily needs, helping reduce transportation barriers while enhancing quality of life and supporting residents' ability to age in place.

The City of Chula Vista ("City") is soliciting competitive proposals from qualified and experienced micro-transit mobility and technology service providers to develop, implement, operate, maintain, and manage an on-demand, shared-ride transportation program utilizing an all-electric fleet, including the key features described in the Scope of Work section of this RFP.

The selected Contractor shall provide turnkey operation of the existing Community Shuttle, including the following core service components, which are further described in the Scope of Work:

• A turnkey, on-demand, shared-ride micro-transit service capable of efficiently and cost-effectively responding to changing ridership demand and community transportation needs.

• On-demand, door-to-door transportation within the City's designated Community Shuttle service area, providing connections to healthcare, grocery stores, public transit, employment, libraries, community facilities, and other essential destinations.

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• An all-electric fleet, including ADA-accessible transportation, provided, operated, maintained, and managed by the Contractor.

• Technology-enabled trip reservations, scheduling, routing, and dispatch, with multiple methods for riders to request service, including a mobile application and telephone-based reservations.

• Customer service, rider support, fare administration, and community outreach necessary to support accessible and reliable program operations.

• Data collection, performance monitoring, and reporting, including City access to operational and ridership data necessary to monitor service performance.

• A scalable and flexible service model capable of accommodating City-authorized modifications and enhancements, including implementation of the proposed Community Healthcare Transportation Network ("CHT Network") and HealthLink Vehicle, subject to funding availability and written authorization by the City.

The objective of this Request for Proposals (RFP) is to contract for an initial term of 6-months, to be in compliance and close out City’s Fiscal Year 2026-2027, June 30, 2027, with a qualified Contractor for providing high-quality, customer-focused, technology-enabled micro-transit services that improve mobility, increase access to essential destinations, support healthy aging, enhance transportation equity, and advance the City's sustainability and climate action goals.

During the initial term, the City will evaluate program performance, service needs, and funding availability, and other relevant considerations to determine the need for continued services. At the City’s sole option, the Agreement may be renewed for up to two (2) additional one-year terms, or a portion thereof through the end of City’s Fiscal Year 2028-2029, on June 30, 2029.

The City anticipates an annual budget of approximately $680,000 for Base Community Shuttle Service for up to two (2) additional one-year renewal terms. If funding is awarded and the CHT Network/HealthLink Enhanced Service is authorized by the City, the City anticipates an additional annual budget of approximately $150,000 for the Enhanced Service. These anticipated funding amounts are intended to support the continued operation and administration of the overall Community Shuttle Program and do not constitute a guarantee of funding, minimum service levels, or expenditures.

The City’s obligations under the resulting Agreement, including the renewal or continuation of services and implementation or continuation of the CHT Network/HealthLink Enhanced Service, are subject to City Council approval and annual appropriation, as applicable, and the availability of applicable grant, local, or other funding sources.

Background City Overview The City of Chula Vista is located in southern San Diego County, approximately seven miles north of the international border with Mexico. Chula Vista is the second largest City in the County, the 15th largest in California and the 75th largest City in the United States. With a population of 277,000 residents, the City of Chula Vista is one (1) of largest employers in the county with over one-thousand 1,000 regular employees.

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The City of Chula Vista is a full-service charter city providing a range of services including police, fire, animal care, library, public works, parks and recreation, development services, and economic development.

The City of Chula Vista strives to preserve its fiscal health by utilizing continuous improvement tools and best practices, ensuring strong and secure neighborhoods though maximizing police and fire services, increasing local land use control through policy, planning, infrastructure and services that are fundamental to an economically strong city, and supporting an environment that fosters health and wellness for our residents.

Chula Vista Community Shuttle Program The Community Shuttle launched in June 2022 as an on-demand, flexible, door-to-door, shared-ride micro-transit service designed to improve mobility and access to essential destinations within Northwest and Southwest Chula Vista. Since its launch, the Community Shuttle has evolved into an important component of the City's transportation and healthy aging efforts, providing an alternative transportation option for residents who may experience barriers accessing traditional transportation services. The program was designed to reduce transportation barriers for older adults, residents living on fixed incomes, low-income households, individuals with disabilities, veterans, and transit-dependent residents who may have limited access to private vehicles or face challenges using traditional fixed-route transit.

Complementing the existing regional transit centers, the Community Shuttle, provides direct first- and last-mile connections to the E Street, H Street, and Palomar Street Transit Centers, allowing riders to seamlessly connect with the San Diego Trolley Blue Line and regional MTS bus routes.

The Community Shuttle currently includes:

• On-demand, shared-ride transportation within a designated service area;

• An electric vehicle fleet, including ADA-accessible transportation;

• Door-to-door service;

• Ride requests through a mobile application, telephone reservation or hailed rides;

• Connections to regional public transit, including all three trolley stations in Chula Vista;

• Access to grocery stores, libraries, parks, community facilities, and other essential destinations;

and

• Service to residential communities within the designated service area, including affordable housing communities and mobile home parks.

The Community Shuttle is available to the general public within the designated service area, with a nominal fare policy, established by the City, to support affordable transportation access, including fare-free service for the senior residents.

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Existing Program Performance Since program launch, the Community Shuttle has demonstrated sustained community utilization and has generated operational data that the City has used to evaluate and refine the service. The City's ongoing evaluation of ridership trends, trip patterns, vehicle utilization, customer experience, and operational performance has informed adjustments to the service area, operating hours, and fleet configuration.

Since launching in June 2022, the Community Shuttle has:

• Completed approximately 108,000 shared rides;

• Serving and transporting approximately 124,000 passengers with an average occupancy of approximately 1.15 passengers per ride;

• Increased the proportion of trips utilizing shared-ride pooling from 10% during the first year of operations to approximately 30-37% over the four years;

• Reduced approximately 103 metric tons of transportation-related greenhouse gas emissions through operation of an electric vehicle fleet;

• Avoided approximately 11,600 gallons of gasoline consumption and nearly 30,000 single-occupancy vehicle miles;

• Provided connections to healthcare, grocery stores, public transit, and other essential community destinations; and

• Demonstrated sustained demand for flexible, on-demand transportation within the Community

Shuttle service area.

Future Vision Building upon the existing Community Shuttle, the City is pursuing funding to implement the proposed CHT Network, an enhanced service model designed to strengthen transportation access to healthcare-related destinations while remaining integrated with the existing Community Shuttle.

The proposed enhancement includes the addition of one (1) Sport Utility Vehicle (“SUV”) operating as a healthcare priority vehicle (“Healthlink Vehicle”) that would prioritize healthcare-related ride requests within the Community Shuttle service area. The HealthLink Vehicle is intended to improve transportation access to healthcare destinations, including hospitals, medical centers, primary and specialty care providers, behavioral health services, pharmacies, Veterans Affairs healthcare services, and other healthcare-related destinations. When not assigned to a healthcare-priority trip, the HealthLink Vehicle would remain integrated into the Community Shuttle network and available to serve general Community Shuttle ride requests, maximizing fleet utilization and supporting overall service efficiency.

Implementation of the CHT Network and HealthLink Vehicle is contingent upon funding availability and written authorization by the City. The selected Contractor shall therefore be capable of operating the existing Community Shuttle as the base service and implementing the CHT Network as an enhanced service if authorized by the City.

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Scope of Work Contractors must be able to, at a minimum, provide the services outlined below. The Proposal shall identify the Contractor's approach and methodology for satisfying each of the requirements identified in the Scope of Work (“SOW”). Cost/Fee Proposals shall be inclusive of all services required under the SOW.

If any required component is not included in the proposed Vehicle Service VRH Rate or is otherwise separately priced, the Contractor shall identify the applicable SOW requirement and associated cost/fee in the Fee Proposal.

The selected Contractor shall provide all personnel, vehicles, equipment, technology, management, maintenance, customer service, and other resources necessary to provide turnkey operation of the Community Shuttle. The Contractor shall operate the program in coordination with the City and in accordance with the service requirements, performance standards, and other requirements established herein.

The Contractor shall also have the capacity to implement the CHT Network and associated HealthLink Vehicle as an Enhanced Service if authorized by the City. Implementation of the Enhanced Service shall be subject to funding availability and written authorization by the City.

The City reserves the right to modify service levels, operating hours, fleet deployment, service boundaries, fares, performance standards, and other operational requirements during the term of the Agreement based on funding availability, ridership demand, operational performance, community needs, or other program considerations, subject to the terms of the Agreement.

Any services, service areas, operating features, technology, fleet enhancements, or other program elements proposed by Contractor that exceed the minimum requirements of this SOW shall be clearly identified in the Proposal as “proposed enhancements.” The Contractor shall distinguish such enhancement(s) from the services required by the City and clearly identify any associated costs in the Fee Proposal, if applicable. Proposed enhancements shall not be considered part of the required services unless expressly authorized by the City.

I. Program Definitions A. Community Shuttle:

a. The Chula Vista Community Shuttle Program, the City's demand-responsive micro-transit service operated within the City-established geographic service area and in accordance with the service requirements established in this RFP and resulting Agreement.

B. Community Healthcare Transportation Network (CHT Network):

a. The proposed enhancement to the Community Shuttle that prioritizes access to healthcare-related destinations and services, as further described in this RFP.

b. Implementation of the CHT Network is contingent upon funding availability and written authorization by the City.

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C. Senior:

a. An individual 55 years of age or older.

D. HealthLink Vehicle:

a. One (1) additional fully electric sport utility vehicle (SUV) proposed as part of the CHT

Network and designated to prioritize healthcare-related ride requests.

b. The HealthLink Vehicle shall be integrated into the Community Shuttle fleet and remain available to serve general Community Shuttle trips when not assigned to healthcare-priority rides.

c. Implementation and operation of the HealthLink Vehicle are subject to funding availability and written authorization by the City.

E. EV Passenger Vehicle:

a. A fully electric passenger vehicle provided by the Contractor for general Community

Shuttle operations that meets the applicable vehicle, safety, capacity, and operational requirements established in this RFP and resulting Agreement.

F. Wheelchair Accessible Vehicle (WAV) / ADA-Accessible Vehicle:

a. A vehicle designed and equipped to safely accommodate passengers who use wheelchairs or other mobility devices and that complies with applicable accessibility requirements, including the Americans with Disabilities Act (ADA) and other applicable federal, state, and local requirements.

G. Ride Request:

a. A request for Community Shuttle transportation submitted through an authorized reservation method and recorded by the Contractor's technology platform.

H. Completed Ride:

a. A Ride Request for which transportation is successfully provided from the designated pickup location to the applicable destination.

I. Passenger (PAX):

a. Each individual passenger transported during a Completed Ride.

b. A Completed Ride may include one (1) or more passengers.

J. Unique Rider:

a. An individual rider counted once during the applicable reporting period, regardless of the number of Completed Rides taken by that individual.

b. Unique Riders shall be categorized as either New Riders or Repeat Riders for reporting purposes.

K. New Rider:

a. A unique rider whose first Completed Ride occurs during the applicable reporting period.

L. Repeat Rider:

a. A unique rider who completes a ride during the applicable reporting period and completed at least one (1) Community Shuttle ride prior to the applicable reporting period.

M. Wait Time:

a. The amount of time between the moment a rider submits a Ride Request and the moment the driver arrives at the designated pickup location and marks the rider as picked up.

b. Wait Time shall not include travel time between pickup and drop-off, delays attributable to rider readiness, rider-initiated schedule changes, or cancellations.

N. Denied/Unfulfilled Ride Request:

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a. An eligible Ride Request that the Contractor is unable to accommodate or fulfill during established service operations due to service capacity, vehicle availability, operational constraints, or other service-related conditions.

O. Trip Denial Rate:

a. The number of denied trips divided by the total number of requested trips during the applicable reporting period. (Formula) P. Rider Cancellation:

a. A Ride Request cancelled by or on behalf of the rider after the request has been submitted.

Q. Operator Cancellation:

a. A Ride Request accepted or recorded by the Contractor that is subsequently cancelled by the Contractor or its technology platform because the requested trip cannot be fulfilled.

R. Pooled Rate:

a. The percentage of Completed Rides during the applicable reporting period in which two

(2) or more independently booked Ride Requests are combined and served concurrently by the same vehicle for any portion of their trips.

S. Vehicle Miles:

a. The total number of miles traveled by Community Shuttle vehicles during the applicable reporting period.

b. The Contractor shall be capable of distinguishing between revenue-service miles and non-revenue miles, including deadhead, charging, maintenance, and other out-of-service mileage, where applicable.

T. Vehicle Revenue Hours (VRH):

a. An hour during which a vehicle is actively in operation and available to provide

Community Shuttle passenger service.

b. VRH includes time when the vehicle is in service and available to accept passenger requests, whether or not passengers are onboard, and applicable layover/recovery time.

c. VRH excludes non-revenue activities, including deadheading to or from the service area, vehicle charging, maintenance, driver breaks exceeding ten (10) minutes, and periods when the vehicle is otherwise out of service.

U. Vehicle Utilization:

a. A measure of the extent to which available fleet capacity is deployed in revenue service during the applicable reporting period, calculated using the Contractor's standard methodology, which shall be disclosed to the City and applied consistently throughout the Agreement term.

V. Vehicle Service – Vehicle Revenue Hour (VRH) Rate:

a. The fully burdened rate proposed by the Contractor for each applicable vehicle type for one (1) VRH. At a minimum, the Vehicle Service VRH Rate shall include driver labor and all vehicle-specific costs necessary to provide revenue service, including, but not limited to, vehicle lease or other vehicle costs, maintenance, electricity/charging, registration, insurance, washing/cleaning, and other directly attributable vehicle operating costs.

b. Any other Program-wide Services, including Program Management, Operational Support, dispatch, customer service/call center, technology and mobility platform, reporting and data analytics, community outreach, marketing, rider education, and other administrative or operational support, may either be incorporated into the

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W. Driver Rating:

a. The average customer satisfaction rating for driver service collected through the

Contractor's rider survey process during the applicable reporting period, measured on a scale of one (1) to five (5), with five (5) representing the highest rating.

X. Call Center Rating:

a. The average customer satisfaction rating for call center service collected from riders who utilize call center services, including through an optional post-call survey process, measured on a scale of one (1) to five (5), with five (5) representing the highest rating.

Y. Fare Transaction:

a. A recorded instance in which a Fare is assessed and/or collected in connection with an eligible Community Shuttle trip, including applicable electronic, credit, debit, prepaid, or other City-authorized payment methods.

Z. Fare Revenue:

a. The total gross amount of Fares collected from riders during the applicable reporting period, prior to any contractual allocation, revenue sharing, refunds, adjustments, or other authorized deductions.

AA. Electricity Consumed (kWh):

a. The total electricity consumed to charge Community Shuttle electric vehicles during the applicable reporting period, measured in kilowatt-hours (kWh), based on available charging, utility, vehicle, or Contractor records.

BB. CO2e GHG Emission Avoided:

a. The estimated metric tons of carbon dioxide equivalent (CO₂e) greenhouse gas emissions avoided through operation of the Community Shuttle's electric vehicle fleet compared with an applicable conventional gasoline-powered vehicle baseline, calculated using a methodology and emission factors approved by the City.

CC. Single-occupancy vehicle Mile Avoided:

a. The estimated number of miles of single-occupancy vehicle travel avoided as a result of

Community Shuttle passenger trips during the applicable reporting period, calculated using a methodology approved by the City.

DD. Gallon of Gas Avoided:

a. The estimated gallons of gasoline that would otherwise have been consumed by conventional gasoline-powered vehicles for comparable travel, calculated using a methodology and conversion factors approved by the City.

EE. Energy Efficiency (kWh per Mile):

a. The amount of electricity consumed by the Community Shuttle fleet, measured in kilowatt-hours (kWh), divided by the total applicable electric fleet miles traveled during the reporting period. (Formula)

FF. Energy Efficiency (kWh per Passenger):

a. The amount of electricity consumed by the Community Shuttle fleet, measured in kilowatt-hours (kWh), divided by the total number of Passengers (PAX) transported during the reporting period. (Formula)

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II. Program Management

The Contractor shall provide comprehensive program management and administrative oversight necessary for successful operation of the Community Shuttle. The Contractor shall:

A. Designate a qualified Program Manager who shall serve as the primary point of contact for the City.

B. Provide sufficient management and supervisory personnel to oversee daily program operations.

C. Coordinate regularly with designated City staff regarding operations, performance, customer service, and emerging issues.

D. Participate in regularly scheduled coordination meetings with the City.

E. Monitor program performance and identify operational trends, challenges, and opportunities for improvement.

F. Develop and maintain appropriate operating procedures, safety protocols, emergency procedures, and customer service standards.

G. Promptly notify the City of significant operational disruptions, safety incidents, service interruptions, or other circumstances that may materially affect service delivery.

H. Coordinate implementation of City-authorized changes to service hours, service areas, fleet deployment, fares, operating policies, or other program requirements.

I. Maintain all required licenses, permits, certifications, insurance, and regulatory compliance necessary to perform the services.

III. Service Operations The Contractor shall provide safe, reliable, efficient, and customer-focused on-demand shared-ride micro-transit service within the Community Shuttle service area established by the City. The Contractor shall:

A. Operate the Community Shuttle during all City-established service days and operating hours.

i. The current operating schedule is Monday through Friday, from 8:00 a.m. to 5:00 p.m.

ii. Operating days and hours are subject to periodic review and may be modified by the City based on ridership trends, operational performance, service demand, funding availability, and other program considerations.

B. Provide on-demand, flexible, door-to-door transportation within the established service area.

i. The service area is subject to periodic review and may be modified by the City based on ridership trends, operational performance, service demand, funding availability, community needs, and other program considerations. (See Attachment A, Figure 1.)

C. Provide sufficient qualified drivers and operational personnel to maintain scheduled service.

D. Provide dynamic scheduling, routing, and dispatching of vehicles based on real-time ride requests and service conditions.

E. Utilize shared-ride trip assignments and routing strategies, where operationally appropriate, to maximize fleet utilization and efficiency.

F. Maintain adequate staffing and vehicle availability to meet established performance standards.

G. Manage driver scheduling, breaks, absences, and replacement staffing without unnecessary disruption to service.

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H. Develop and administer driver training addressing safe vehicle operation, passenger assistance, customer service, accessibility, emergency procedures, and program-specific policies.

I. Coordinate required vehicle inspections and daily pre-trip and post-trip inspections.

J. Maintain procedures for accidents, incidents, passenger injuries, vehicle breakdowns, emergencies, and other service disruptions.

K. Promptly report significant accidents, incidents, or service disruptions to the City in accordance with City requirements.

L. Maintain appropriate backup staffing and operational contingency procedures.

III.A. CHT Network – Enhanced Service (Subject to Funding Availability) Implementation of the CHT Network is contingent upon funding availability and written authorization by the City. Upon such authorization, the Contractor shall implement and operate the CHT Network as an enhancement to the existing Community Shuttle Program. The CHT Network constitutes an enhanced service separate from the Base Community Shuttle Service for purposes of pricing and authorization. The CHT Network shall remain fully integrated with the Community Shuttle's operating model, technology platform, reservation and dispatch systems, and customer service infrastructure. The enhanced service shall include, at minimum:

1. One (1) additional SUV operating as the HealthLink Vehicle.

2. Prioritization of healthcare-related ride requests.

3. Integration of the HealthLink Vehicle into the Community Shuttle's existing reservation, dispatch, and ride-pooling platform.

4. Service to healthcare-related destinations within the authorized service area.

5. Availability of the HealthLink Vehicle for general Community Shuttle trips when not assigned to healthcare-priority rides.

6. Tracking of healthcare-related trips and destinations.

7. Additional outreach and rider education related to the HealthLink service.

8. Coordination with healthcare and community partners, as directed by the City.

9. Additional operational and performance reporting required by the City or applicable grant funding requirements.

III.B. Accessibility and Americans with Disabilities Act Compliance The Contractor shall provide Community Shuttle services in a manner that ensures equitable and accessible transportation for individuals with disabilities. All services provided under this Agreement shall comply with the Americans with Disabilities Act of 1990 (ADA), as amended; applicable U.S. Department of Transportation and Federal Transit Administration requirements; applicable California accessibility and nondiscrimination laws and regulations; and all applicable City of Chula Vista codes, ordinances, policies, and requirements. The Contractor shall remain responsible for maintaining compliance with all applicable accessibility requirements throughout the term of the Agreement. At a minimum, the Contractor shall:

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1. Provide ADA-accessible transportation throughout all service days and operating hours.

2. Ensure sufficient WAV/ADA-accessible vehicle capacity is available to accommodate riders who use wheelchairs, mobility devices, or otherwise require an accessible vehicle.

3. Ensure that individuals with disabilities receive equivalent access to the Community Shuttle's reservation, scheduling, customer service, fare payment, and rider information systems.

4. Provide reasonable modifications to policies, practices, and procedures when necessary to ensure individuals with disabilities have access to the service, consistent with applicable law.

5. Ensure drivers and customer service personnel receive appropriate training regarding ADA requirements, disability awareness, passenger assistance, mobility device securement, service animals, and respectful interaction with individuals with disabilities.

6. Ensure drivers are properly trained in the safe operation of lifts, ramps, securement systems, and other accessibility equipment.

7. Provide reasonable passenger assistance with boarding and exiting vehicles consistent with applicable laws, regulations, and safety requirements.

8. Permit service animals to accompany riders with disabilities in accordance with applicable federal and state accessibility requirements.

9. Maintain all lifts, ramps, securement systems, and other accessibility equipment in safe and operable condition.

10. Promptly address accessibility-related complaints and report such complaints to the City in accordance with established reporting requirements.

IV. Fleet Management and Configuration The Contractor shall provide, operate, maintain, and manage a safe, reliable, and appropriately sized vehicle fleet sufficient to meet the service requirements and performance standards established by the City. The Contractor shall be responsible for all vehicle-related costs and activities necessary for turnkey operation of the Community Shuttle, except as otherwise expressly identified in the Agreement.

IV.A. Base Community Shuttle Fleet Contractor shall provide a base fleet sufficient to operate the Community Shuttle during all City-established service days and operating hours and meet applicable service and accessibility requirements.

At a minimum, the Contractor shall:

1. Provide and maintain an all-electric passenger vehicle fleet appropriate for demand-responsive, shared-ride micro-transit service

2. Provide sufficient vehicle capacity to meet anticipated ridership demand and established performance standards.

3. Provide at least one (1) fully WAV/ADA-accessible vehicle capable of accommodating riders utilizing wheelchairs and other mobility devices.

4. Maintain all vehicles in safe, clean, reliable, and good operating condition.

5. Perform all required preventive maintenance, inspections, repairs, and manufacturer-recommended maintenance.

6. Maintain required vehicle registrations, licenses, permits, insurance, and other applicable documentation.

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7. Provide and maintain all required vehicle safety and accessibility equipment.

8. Provide sufficient backup or replacement vehicle capacity to minimize service disruptions resulting from maintenance, mechanical failure, accidents, or other vehicle unavailability.

9. Manage vehicle charging and maintain sufficient battery charge to support scheduled daily operations.

10. Provide and maintain appropriate vehicle storage, staging, and charging arrangements.

11. Maintain City-approved Community Shuttle branding, vehicle wraps, decals, signage, and other program identification.

12. Track and report vehicle mileage, revenue hours, downtime, maintenance activity, charging activity, and other fleet performance information required by the City.

IV.B. Fleet Configuration The Community Shuttle currently operates with a base fleet consisting of four (4) electric passenger vehicles and one (1) WAV/ADA-accessible vehicle. Contractor shall base their Base Community Shuttle Service pricing on providing a fleet capable of supporting the City's current operating model and meeting the performance requirements established in this RFP.

Contractors may identify alternative vehicle configurations or fleet deployment strategies that they believe would improve operational efficiency, accessibility, reliability, or cost-effectiveness, provided that any proposed alternative meets or exceeds the minimum service requirements established by the City.

Any alternative fleet configuration shall be clearly identified and explained in the Proposal and shall be subject to City approval.

IV.C. Vehicle Charging, Storage, and Staging Contractor shall identify in its Proposal any charging infrastructure, equipment, electrical capacity, vehicle storage, staging, parking, or other facility requirements necessary to support its proposed fleet and operating model.

Contractor shall identify any assumptions regarding the availability or use of City-owned or City-authorized facilities and shall clearly identify any associated costs in the Fee Proposal. The City will review the Contractor’s proposed charging, storage, staging, parking, and related facility requirements as part of its evaluation of the proposed operating model. The identification of City-owned or City-authorized facilities in the Contractor’s Proposal shall not constitute a commitment by the City to provide or authorize use of such facilities.

IV.D. HealthLink Vehicle – Subject to Funding Availability If the CHT Network is implemented pursuant to funding availability and written authorization by the City, the Contractor shall provide and operate one (1) additional electric SUV designated as the HealthLink Vehicle. The HealthLink Vehicle shall be separately priced from the Base Community Shuttle Fleet in the Contractor's Fee Proposal.

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The HealthLink Vehicle shall be integrated into the Community Shuttle fleet and technology platform and shall prioritize healthcare-related ride requests in accordance with the CHT Network requirements established in this SOW. When not assigned to healthcare-priority trips, the HealthLink Vehicle shall remain available to serve general Community Shuttle ride requests to maximize fleet utilization.

V. Fare Administration and Fare Policy The Contractor shall administer and collect passenger fares in accordance with the fare structure established by the City. The Contractor shall maintain the technology, payment processing capabilities, accounting procedures, and customer service support necessary to implement the City's fare policies. The current Community Shuttle fare structure includes:

A. Riders age 55 and older: Fare-free service is currently provided pursuant to the City's funding agreement with the Chula Vista Community Development Corporation (CCDC). Consistent with the applicable funding agreement, the City may establish a fare of up to one dollar ($1.00) per passenger per ride for the senior riders.

B. Riders age 18 through 54: The current fare is two dollars ($2.00) per passenger per ride.

The City may periodically evaluate the Community Shuttle fare structure based on ridership and utilization data, operating costs, fare revenue, customer impacts, funding availability, equity and accessibility considerations, comparable transportation services, and other relevant program factors. Based upon such evaluation, the City may consider adjustments to the applicable fare amounts during the term of the Agreement.

Prior to implementation of any City-authorized fare modification, the Contractor shall coordinate with the City regarding implementation requirements and shall support necessary technology updates, fare collection procedures, rider communications, community outreach, and rider education. The Contractor shall:

C. Collect fares in accordance with the fare structure authorized by the City.

D. Maintain contactless fare payment capabilities, including City-approved credit, debit, prepaid, or other payment methods.

E. Accurately track fares collected by applicable rider/fare category.

F. Provide the City with monthly reporting and reconciliation of all fare revenue collected.

G. Maintain appropriate financial controls and transaction records sufficient for City review or audit.

H. Implement City-authorized changes to fare amounts, fare categories, exemptions, or payment methods.

I. Support City-led outreach and rider education before implementation of material fare changes.

J. Ensure that fare payment methods and procedures comply with applicable accessibility requirements.

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V.A. Fare Revenue Collection and Distribution The Contractor shall be responsible for collecting, accounting for, and reporting all fare revenue generated through the Community Shuttle Program on a monthly basis.

The City's current fare revenue-sharing structure is as follows:

• Forty percent (40%) of fare revenue is retained by the Contractor; and

• Sixty percent (60%) of fare revenue is remitted or credited to the City.

The Contractor shall base its Proposal on the City's current fare revenue-sharing structure. A Contractor may separately identify and propose an alternative fare revenue-sharing structure for the City's consideration. Any proposed alternative shall be clearly described in the Proposal, including the proposed revenue-sharing percentages and any associated pricing, operational, or administrative impacts.

The Contractor shall provide the City with a monthly accounting of all fares collected, including gross fare revenue, applicable refunds or adjustments, and the calculation of the respective City and Contractor shares. The Contractor shall provide and maintain sufficient records to allow the City to verify the accuracy of fare revenue reporting and distribution.

The City reserves the right to review the fare revenue-sharing structure during the term of the Agreement and, upon mutual agreement of the Parties and any required City authorization, modify the revenue-sharing arrangement.

VI. Customer Service and Call Center The Contractor shall provide customer service and telephone-based reservation capabilities to ensure riders can access the Community Shuttle regardless of whether they have access to or are able to use a smartphone. The Contractor shall:

A. Operate a customer service/call center during City-established hours.

B. Accept and coordinate telephone ride requests.

C. Provide customer assistance regarding reservations, service availability, fares, program policies, and general rider questions.

D. Provide appropriate multilingual customer assistance.

E. Maintain procedures for receiving, documenting, tracking, responding to, and resolving customer complaints.

F. Maintain lost-and-found procedures.

G. Provide rider education and assistance regarding use of the Community Shuttle.

H. Support City-approved communications regarding service changes, disruptions, fares, and other program updates.

I. Provide responsive and accessible customer service and collect rider feedback to support continuous service improvement, including making customer service survey opportunities available to callers through an optional post-call survey process and using commercially reasonable efforts to encourage participation.

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J. Maintain an average call center/customer service rating of at least three (3) ("satisfactory") on a scale of one (1) to five (5).

K. Make driver service rating opportunities available to riders and use commercially reasonable efforts to encourage participation. The Contractor shall maintain an average driver service rating of at least three (3) ("satisfactory") on a scale of one (1) to five (5).

VII. Technology and Mobility Platform The Contractor shall provide and maintain the technology necessary to support reservations, dispatch, routing, customer communications, operational management, data collection, and performance reporting. At a minimum, the technology platform shall include:

A. A rider-facing mobile application that allows riders to request, manage, and cancel rides and access relevant service information.

B. Telephone-based booking integration that allows call center personnel to schedule and manage rides on behalf of riders who do not use the mobile application.

C. Automated scheduling and dynamic dispatch capabilities.

D. Dynamic ride-pooling and routing capabilities designed to efficiently match riders and optimize vehicle utilization.

E. Real-time GPS vehicle tracking and automatic vehicle location capabilities.

F. Driver-facing mobile devices, tablets, or comparable technology necessary to receive trip assignments, navigation, rider information, and service updates.

G. Rider notifications regarding ride confirmation, estimated vehicle arrival, trip status, delays, cancellations, and other relevant service information.

H. Fare payment and fare management functionality capable of implementing the City's established fare structure and subsequent City-authorized fare modifications.

I. A City-accessible administrative and reporting dashboard as further described below.

J. The ability to export operational, ridership, financial, customer service, and other program data in commonly usable electronic formats, including Microsoft Excel and/or CSV K. Application Programming Interface (API) capabilities, where available and applicable, to facilitate authorized data sharing or system integration.

L. Appropriate data privacy, cybersecurity, system backup, disaster recovery, and business continuity measures consistent with applicable laws and City requirements.

VII.A. City Administrative and Reporting Dashboard The Contractor shall provide designated City staff with secure access to an administrative dashboard or comparable web-based interface throughout the term of the Agreement. The dashboard shall provide the City with real-time and historical access to operational and ridership information necessary to monitor Community Shuttle performance. At a minimum, the City shall have dashboard access to the following data and Key Performance Indicators (KPIs), to the extent applicable:

1. Total ride requests;

2. Total completed rides;

3. Total passengers (PAX);

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4. Total new riders;

5. Total repeat riders;

6. Average rider wait time;

7. Completed, cancelled, and denied/unfulfilled ride requests;

8. Shared/pooled ride activity and pooling rate;

9. Average trip duration and trip distance;

10. Vehicle location and operational status;

11. Vehicle total miles and vehicle revenue hours(VRH);

12. Vehicle utilization;

13. Pickup and drop-off locations;

14. Geographic heat maps of pickup and drop-off activity;

15. Top pickup and drop-off locations;

16. Driver ratings;

17. Call center/customer service ratings;

18. Fare transactions and fare revenue, as applicable; and

19. Sustainability metrics, such as:

a. CO2e GHG emissions avoided,

b. Total single-occupancy vehicle miles avoided,

c. Total Gallons of Gas avoided,

d. Total Energy Efficiency (kWh) per Mile,

e. Total Energy Efficiency (kWh) per Passenger through the Contractor's technology platform.

The dashboard shall allow authorized City users to filter data by applicable date ranges and other available parameters, view historical trends, and export underlying data in commonly usable electronic formats, including Microsoft Excel and/or CSV.

If the CHT Network is implemented, the dashboard shall also provide the City the ability to separately identify and analyze HealthLink Vehicle operations and healthcare-priority trips, including healthcare trip volume, wait times, vehicle utilization, and healthcare-related pickup and drop-off activity, to the extent supported by the Contractor's technology platform.

The dashboard shall supplement and shall not replace the Contractor's required monthly, annual, or other reports to the City.

VII.B. Data Access and Retention The Contractor shall provide the City with continued access to Community Shuttle operational, ridership, performance, customer service, fare, and other program data throughout the term of the Agreement.

Upon expiration or termination of the Agreement, the Contractor shall provide the City with a complete export of applicable Community Shuttle program data in a mutually agreed-upon, commonly usable electronic format and shall reasonably cooperate with the City and any successor contractor to facilitate an orderly transition of program data and services.

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VIII. Performance Monitoring and Standards

The Contractor shall continuously monitor operational and customer service performance and work collaboratively with the City to identify and address factors affecting service delivery. The Contractor shall promptly notify the City when operational conditions or other factors materially affect, or are reasonably anticipated to affect, the Contractor's ability to achieve established performance standards. Performance measures shall include, at minimum:

A. Average rider wait time.

B. Completed ride requests.

C. Trip cancellations and denied/unfulfilled ride requests.

D. Vehicle utilization and vehicle revenue hours.

E. Shared-ride utilization and pooling rate.

F. Driver service ratings.

G. Call center/customer service ratings.

H. Customer complaints and resolution.

I. Other performance measures established by the City.

VIII.A. Minimum Performance Standards

Performance Measures Monthly Minimum Performance Standard Average Rider Wait Time 16 minutes or less Driver Service Rating Average of at least 3.0 on a 5-point scale Call Center Service Rating Average of at least 3.0 on a 5-point scale Trip Cancellations/Denials Not exceed 30% Additional Measures As established by the City

Performance standards shall be evaluated based on the methodology established by the City and applicable contract requirements. Failure to meet a performance standard shall not relieve the Contractor of the obligation to continue providing services. The Contractor shall cooperate with the City to identify contributing factors and implement appropriate corrective measures.

IX. Data Collection and Reporting The Contractor shall collect, maintain, and provide the City with operational, ridership, customer service, financial, and sustainability data necessary to evaluate program performance.

IX.A. Minimum Monthly Operational Reporting The Contractor shall provide a monthly performance report in a format approved by the City. At minimum, the report shall include:

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1. Ridership

a. Total completed rides.

b. Total passengers (PAX).

c. Total Unique riders.

d. Average rider age, to the extent available.

e. Shared/pooled rides and/or pooling rate.

2. Service Performance

a. Average rider wait time.

b. Total trip requests.

c. Completed trips.

d. Cancellations.

e. Denied/unfulfilled ride requests.

f. Average trip duration.

g. Average trip distance.

3. Fleet Utilization

a. Vehicle revenue hours by vehicle.

b. Vehicle miles by vehicle.

c. Fleet availability and reason for downtime.

d. Vehicle utilization.

4. Customer Experience

a. Average driver service rating.

b. Average call center/customer service rating.

c. Survey participation, as available.

d. Number and type of customer complaints.

e. Complaint resolution status.

5. Sustainability

a. Total electricity consumed (kWh).

b. Total electric fleet miles.

c. Estimated CO₂ greenhouse gas emissions avoided.

d. Estimated single-occupancy vehicle miles avoided.

e. Estimated gallons of gasoline avoided.

6. Trip Patterns

a. Heat maps identifying pickup and drop-off activity.

b. Top ten pickup locations.

c. Top ten drop-off locations.

d. Trip purpose and/or destination categories, to the extent available.

7. Financial

a. Fare revenue collected.

b. Fare reconciliation.

c. Contractor and City fare revenue shares.

d. Other financial or operating information required by the City.

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IX.B. Annual Reporting The Annual Consolidated Performance Report shall include comparisons to the preceding Operational Year, where applicable, and identify significant trends or findings that may inform future service planning and program modifications. The Annual Consolidated Performance Report shall include, at minimum:

1. Annual and cumulative ridership, including completed rides, passengers, unique riders, and other applicable ridership measures.

2. Year-over-year trends, including changes in ridership, service demand, and other key performance measures.

3. Service performance, including performance against established service standards and Key

Performance Indicators (KPIs).

4. Fleet utilization, including vehicle revenue hours, vehicle miles,…