Scope of Services 25-00165-APES Page 1 of 53 June 11, 2025

Attachment 2

Scope of Services

For

25-00165-APES,

Operation of ADA Paratransit Services/Shared Ride in Philadelphia, PA

Scope of Services 25-00165-APES Page 2 of 53 June 11, 2025

1. Introduction

1-1. Background The Southeastern Pennsylvania Transportation Authority (SEPTA) is issuing this Request for Proposal (RFP) to enter into a three-year Contract with two one-year options to extend, at SEPTA’s sole discretion, with up to two(2) qualified transit operations Contractor to operate American with Disabilities Act (ADA) Paratransit Services in Philadelphia County, PA and maintain the SEPTA owned vehicles assigned to this project for use by Contractor personnel.

This Scope of Services (SOS) applies to two (2) individual books of work within Philadelphia County (herein individually referred to as Ph3 (Contract 1), and Ph7 (Contract 2). Individual stand-alone proposals may be submitted for either, or both books of work.

If a firm proposes for both, each individual Proposal is subject to award on its own as an individual proposal. Each proposal must be specific to either Ph3 or Ph7.

SEPTA may make the following contract awards to:

• two (2) different Proposers, one for Ph3 (contract 1) and one for Ph7 (contract 2)

• one (1) Proposer for Ph3 (contract 1) & Ph7 (contract 2)

Note: For additional detail, see Item 19 of the RFP – Price Proposals.

Created by the state legislature, SEPTA is a body corporate and politic and acts as an agency and an instrumentality of the Commonwealth of Pennsylvania. SEPTA serves the heavily populated southeastern Pennsylvania counties of Bucks, Chester, Delaware, Montgomery, and Philadelphia.

The basic Service Area covered under this Contract will be provided to origins and destinations within ¾ mi. corridors on both sides of regular SEPTA’s fixed route bus and light rail route.

The term of this Contract shall be for three years’ duration (with two one-year options to extend, at SEPTA’s sole discretion) beginning on or about November 24, 2025, with an anticipated 2% increase in revenue hours year over year.

The Contractor(s) will be responsible for the provision of ADA Paratransit service in the SEPTA service area including but not limited to Philadelphia County. The Contractor will be responsible for hiring, training and deployment of drivers involved in the delivery of this service, providing on-time, quality service, maintaining vehicles, and providing sufficient support to other functions necessary for this project.

Using a centralized service configuration, SEPTA will provide reservations, scheduling, and control center functions for this service.

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SEPTA has made every effort to accurately identify the level of service the Contractor can expect to operate under their Contract. Please note however, that service estimates can be impacted by variables outside of SEPTA’s control and/or knowledge.

Qualified firms must have an operating record free of any terminations of Contracts or operating agreements due to poor performance or other reasons of cause.

1-2. Definitions: Frequently used terms and SEPTA’s definitions:

• Accident - as defined by FTA in 49 CFR Parts 653-654.

• ADA - Americans with Disabilities Act; and all federal regulations pursuant to ADA.

• Cancellation - Any trip in which a patron decides to cancel two (2) hours or more prior to the confirmed/negotiated pick up time.

• Companion (Guest) - A person accompanying the SEPTA Access eligible patron and whose pick-up and drop-off are at the same location. The companion will pay the same fare as the SEPTA ADA patron.

• Cushion ride - Any time the trainer rides in the vehicle with the driver or trainee.

• ETA - Vehicle’s estimated time of arrival.

• ETA Calculation - Vehicle’s estimated time of arrival based upon the last performance of activity on tour.

• FTA - Federal Transit Administration.

• Group - Three (3) or more people riding with a common pick-up and drop-off point.

• Holidays - New Year’s Day, Martin L. King Day, Presidents’ Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.

• Incident - Any non-vehicular occurrence outside the normal (i.e., wheel comes off the wheelchair); any vehicular damage not defined above as "accident"; any bodily injury that is not received during an accident as defined in #1 & 2 (i.e., patron falls).

• Key Personnel - Officers, Designated Project Manager, Personnel Manager, Operations Manager, Administration, Driver Trainer, Safety/Risk Manager and Systems Manager.

• Late Cancellation - Any cancellation made less than two hours before the confirmed pick-up time. This occurrence is treated the same as a No-Show.

• Liquidated Damages --Non-Punitive financial penalties imposed upon the Contractor to compensate SEPTA for loses resulting from Contractor actions delineated within this SOS.under section 16.

• Mean Distance Between Failures - A measurement of efficiency determined by dividing the Contractor’s total odometer miles in a SEPTA fiscal period by the total number of vehicle mechanical breakdowns in the Contractor’s fleet for the same period. Commonly referred to as MDBF.

• Mobile Android Tablet (MAT) – A wireless interactive, real-time data device that transmits an electronic itinerary display to the driver in each vehicle. The MAT has an integrated data radio with GPS/AVL capability.

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• Negotiated - Time patron accepts (and confirms) when requested time is not available at the time reservation is made.

• Non-Ambulatory - Any person who uses a scooter or wheelchair for mobility.

• No-Show - Patron is not available for confirmed ride five minutes after the end of the on time window on driver’s manifest display, cancels ride less than two hours before the scheduled time, or declines trip when the driver arrives at the door. SEPTA Control Center confirms all no-shows in the Demand Response Transit Software system.

• On-Time Performance – The thirty (30) minute window buffering scheduled time used to assess timeliness of each pick up.

• PAT - Passenger Assistance Techniques.

• Peak Hours – 06:00 (6:00 a.m.) to 09:00 (9:00 a.m.); 14:00 (2:00 p.m.) to 17:00 (5:00 p.m.), Monday through and including Friday.

• Personal Care Attendant (PCA) - A person traveling as an aide who is designated or employed by a registered ADA Paratransit rider to help that person meet his or her personal needs and/or facilitate travel, is traveling with the rider (same pick-up and drop-off points) and is pre-registered with SEPTA. The PCA will not pay a fare.

• Productivity – The number of trips delivered per revenue hour.

• Related Parties - Affiliates of the Contractor; entities for which investments are accounted for by the equity method by the enterprise; trusts for the benefit of employees, such as pension and profit sharing trusts that are managed by or under the trusteeship of management; principal owners of the Contractor; its management;

members of the immediate families of principal owners of the Contractor and its management; and other parties with which the Contractor may deal if one party controls or can significantly influence the management or operating policies of the other to an extent that one of the transacting parties might be prevented from fully pursuing its own separate interests. Another party also is a related party if it can significantly influence the management or operating policies of the transacting parties or if it has an ownership interest in one of the transacting parties and can significantly influence the other to an extent that one or more of the transacting parties might be prevented from fully pursuing their own separate interests.

• Requested Time - The pick-up time patron requests when a reservation is made.

• Rescheduled Trip - Any trip scheduled again, such as a return trip from a delayed medical appointment, or when a patron requests a return trip after a No-Show. Once a rescheduled trip time is agreed upon, the rescheduled trip is subject to the same on-time performance requirements as any other trip.

• Revenue Hour – Also referred to as Demand Response Revenue Hours, are calculated in the trip scheduling software system and reflected in the vehicle manifest display, from the beginning of the first scheduled pick up (excluding early cancellations) to the last scheduled drop-off (excluding early cancellations). Revenue hours will exclude breaks, time spent offline, or deadhead vehicle hours (i.e., non-passenger hours to and from the operating base or garage).

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• Revenue Service - Any vehicle, driver or tour receiving payment for providing transportation.

• Same Day - Any trip that was not previously scheduled but was dispatched on the day of service to a driver in real time.

• SEPTA Service Area - That geographic area in which the Contractor will provide transportation. Whenever any street forms a boundary of the service area, both sides of the street, and the facilities that open directly onto said street, shall be considered to be within the service area. Any ride beginning or ending on a street forming the border shall be considered to be in the service area, regardless of the side of the street on which the ride begins or ends.

• Serial Trip - Any trip where the same driver provides stopover trips for a patron with less than 30 minutes between the drop-off and subsequent pick up. Serial trips are strictly prohibited, and SEPTA will not remit revenue hourly payments for such trips.

• Tour - The scheduled trips to be performed by one driver during his/her work shift.

• Trip - The act of transporting one person from one predetermined location to another.

• Trip Rejection, Trip Turn-Down or Trip Denial - Any time SEPTA does not accommodate the patron's requested time and/or another time within one (1) hour before or one (1) hour after the requested time and, therefore, SEPTA does not provide the reservation. All trip rejections are reported.

• Trip Variance - Any time SEPTA successfully negotiate a trip reservation with a patron that is more than 60 minutes different from the originally requested time.

1-3. Form of Proposal The Proposal must address all items set forth in Attachment #2 of the Agreement, “Scope of Service,” and shall be submitted in two (2) separately sealed Sections, the Technical Proposals in one envelope and the Price Proposals in another envelope.

NOTE: See Section 2.1 – Technical Evaluation Criteria

Technical Proposal: The service described by a Proposer must be fully responsive to this RFP. This shall include but shall not be limited to the following information:

Implementation/Start-Up Plan and Transition Plan – It should provide a detailed plan of all start-up tasks. This should include a chronological list of events. The Proposer shall detail and thoroughly document its knowledge of the issues and problems inherent in a Paratransit service start-up and in a transition between an incumbent Contractor and a new Contractor (if applicable) and shall thoroughly explain the contingency measures to be implemented by the Contractor in the event problems arise. In lieu of a transition plan, the incumbent Contractor should discuss actions to be taken to correct any existing issues or concerns.

Once the Contract is awarded, the Proposer must provide to SEPTA a weekly status report on all start-up activities (i.e., staffing/hiring, facility make-ready, parts inventory procurement, etc.).

System Management Plan – Comprehensive, detailed program showing staffing

Scope of Services 25-00165-APES Page 6 of 53 June 11, 2025 commitment and responsibilities, accompanied by a quality control program describing how Proposer will ensure quality service, effective communication with SEPTA and staff, and timely completion of required reports. This plan must include the following:

A Project Organization Chart, which must identify Proposer’s Project Manager, Operation Manager, On-Site Maintenance Manager, and all other Key Personnel required for this project. Resumes shall be provided identifying the qualifications and experience of the manager of the Project and all key personnel.

Description of Proposer’s staff recruiting and selection processes by job title, giving the actual or anticipated turnover ratio for each position.

Operational Plan - Should identify the corporate approach to providing all the services identified in the Scope of Service and for achieving the objectives of the Project. This should include, but not be limited to:

1-4. Staffing Staffing Plan - Identify and describe the role of all employees identified, additional staffing needs and a timetable with dates for filling positions, and/or changes in responsibilities. Include present training programs at new hire, post-accident, complaint response, and annual retraining;

Driver License Check - The method used to obtain a copy of the motor vehicle record for drivers proposed to be used in this service and a copy of all citations issued to these drivers for the past three (3) years. If an outside source is used, Proposer shall identify, by company name, said source (e.g., D.A.C). Reference section 3.8 Drivers for more details.

Drug-Free Environment - The Proposer's program to assure a drug-free environment, which, at minimum, must be consistent with SEPTA policy.

Medical Requirements -The program the Proposer shall use for each, and every employee involved in this project to meet or exceed any and all medical requirements as established by the federal government for operating a commercial vehicle used in the transportation of fare-paying passengers as well-as any and all state requirements.

1-5. Vehicles

• Maintenance and Control - Proposer shall submit a description of its comprehensive vehicle maintenance program, including number and type of personnel directly involved and a plan for addressing preventive maintenance, cleaning, corrective maintenance, breakdowns, quality control and quality assurance, wheelchair lift maintenance, outside repair arrangements, and record keeping.

• Inspection - An inspection system to ensure every vehicle meets all applicable state and federal laws for commercial vehicles carrying passengers in the Commonwealth of Pennsylvania.

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• Body Maintenance - The system to be used to have vehicles kept free of dents, scrapes, or other body damage.

1-6. Timely Notification The method to be used by the Proposer to ensure SEPTA will consistently receive verbal notification to Access Control Center within fifteen (15) minutes of occurrence, and to provide within twenty-four (24) hours of occurrence, a full and comprehensive report of each and every vehicle and/or passenger accident/incident that occurs while the Proposer's vehicle is in service to SEPTA.

1-7. Safety

• Safety Record - Provide the Proposer's safety record for the past three years (detailed claims listing or loss run).

• Provide the Proposer’s accidents/incidents per 100,000 miles for the past three “full” years.

• Provide the Proposer’s number of claims per 100,000 miles for the past three “full” years.

• Provide the Proposer’s claims in dollars per 100,000 miles for the past three “full” years.

• Provide a copy of the present safety programs.

• Safety Policies and Procedures – Proposer’s present or proposed programs, policies, and procedures to ensure safety of passengers and staff, investigation of accidents, rewards, and discipline.

• Experience of Firm - Recent and relevant experience in providing transportation service.

1-8. Priorities of Service SEPTA’s Access Department (formerly known as Customized Community Transit) is responsible for providing all Paratransit services for the Authority. The agency is committed to providing a high-quality Paratransit service to our passengers.

Paratransit service is a very complicated mode of public transportation. These priorities are considered to be our guiding principles in our management of the system.

Safety: The most important aspect of our Paratransit service is safety. To achieve this, we place a high emphasis on every aspect of the service that will ensure the safety of all involved. Some examples of the kinds of things that are important to the safety of the service include:

• Safe driving

• Well-trained employees

• Properly maintained vehicles

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• Efficient but responsible vehicle schedules

• Effective and appropriate patron assistance

ADA Compliance: In addition to safety, SEPTA strive to provide ADA Paratransit service and Shared Ride Program service that is in full compliance with the federal ADA and PADOT regulations. We place importance on:

• Maintaining adequate capacity levels

• Providing on-time service

• Ensuring the full accessibility of our equipment and facilities

• Providing appropriate and proper passenger assistance

• Enabling and assisting passengers who use other modes of accessible SEPTA transit in addition to Paratransit service

Quality service: Passengers aboard SEPTA’s Paratransit service should have quality riding experience. By this we mean:

• Vehicles are clean and in sound operating condition

• Drivers and other staff are professional, well-groomed, polite, and courteous

• The ride is comfortable, climate controlled and free of excessive noise

• All rides are always performed on time.

Economy: SEPTA is concerned about maintaining an economically efficient service.

This is important not only because of our responsibility to efficiently manage public funds, but also because of the demand for Paratransit service. To achieve this, we will:

• Ensure vehicle schedules maintain high productivity

• Manage our fleet and other physical assets efficiently to maximize the use of all SEPTA equipment

• Employing the right people with the right skills to get the job done

• Manage service delivery proactively throughout the day to maximize the use of our fleet

• Ensure that service standards and rules that apply to SEPTA, our Contractors and our passengers are followed and that everyone is working together to help us to remain efficient

• Ensure full fleet availability

Cooperation: We seek a full partnership and a cooperative relationship with all of our Contractors. To achieve this, we are constantly striving for:

• Regular and open communication

• Discussion of problems during the early stages, with a focus on solutions rather than blame

• Sharing of responsibilities to constantly improve the service

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2. Service Background

2-1. Introduction

SEPTA Access is responsible for providing Paratransit service transportation to eligible members of the public under two (2) programs--the federally mandated ADA Paratransit service program, for persons with disabilities, and the Pennsylvania Lottery Fund’s Shared-Ride Program (SRP), for Philadelphia residents aged 65 and older.

SEPTA operates SRP in Philadelphia County only, but ADA Paratransit service within the five (5) county SEPTA service area.

2-2. ADA Paratransit service for persons with disabilities Guided by the US Dept. of Transportation and US Dept. of Justice regulations 49 CFR Parts 27, 37 and 38 as (amended) available at http://www.transit.dot.gov/regulation-and-guidance/civil-rights-ada/american-disabilities-act-full-regulatory-history implementing the complementary Paratransit service requirements of the Americans with Disabilities Act, the Division provides door-to-door, driver assisted ADA Paratransit service by advance reservation, using ride sharing, to eligible persons with disabilities throughout SEPTA’s five (5) county service area of about 2,200 sq. mi. using passenger vans, sedans, and lift-equipped vans operated by Contract carriers. ADA service whenever possible mirrors fixed route days and hours of operation with six (6) - and seven (7)-day schedules. SEPTA Tariff 229 governs the provision of ADA Paratransit. A flat fare covers Philadelphia ADA; a flat fare with a distance-based fare adjustment may be applied for suburban ADA travel. The ADA is considered civil rights legislation and regulated by the federal government. Familiarity with the federal regulations governing ADA service, strict observation of their provisions, and documentation of all processes and actions taken are therefore required.

2-3. Shared-Ride Program (SRP) Paratransit service for seniors (PHILADELPHIA

COUNTY ONLY.)

The Pennsylvania Lottery subsidizes ride-shared Paratransit service transportation to registered riders aged 65 and older, under Pennsylvania Act 36 of 1991 www.pacode.com/secure/data/067/chapter425/chap425toc.html, regardless of income or health. As the Philadelphia County Coordinator, SEPTA provides Shared-Ride Program Paratransit service within Philadelphia County only. SRP service operates within the same days and hours as ADA Paratransit service. SEPTA Tariff 146 governs Shared- Ride Program Paratransit service.

2-4. Service areas SEPTA’s Access ADA Complementary Paratransit service area encompasses all of Philadelphia County and portions of Bucks, Chester, Delaware, and Montgomery Counties. Some areas receive 6-day and others, 7-day service. SEPTA Access is not authorized to provide service to/from nor collect fares for trips outside service area boundaries. Such trips are ineligible, and Contractors will not be reimbursed for them.

For SEPTA’s registered SRP patrons, SEPTA Paratransit service is provided on a ride-http://www.transit.dot.gov/regulation-and-guidance/civil-rights-ada/american-disabilities-act-full-regulatory-history http://www.transit.dot.gov/regulation-and-guidance/civil-rights-ada/american-disabilities-act-full-regulatory-history http://www.pacode.com/secure/data/067/chapter425/chap425toc.html

Scope of Services 25-00165-APES Page 10 of 53 June 11, 2025 shared, advance-reservation basis anywhere within Philadelphia County (including the prescribed three (3) mile buffer area).

2-5. Description of SEPTA’s Access Paratransit services Contract carriers within the City of Philadelphia and each suburban county provide SEPTA’s Paratransit service - Access. Each Contractor is responsible for providing rides to patrons, training drivers (other than SEPTA provided familiarization) and maintaining vehicles.

SEPTA’s Access Department functions as the administrator of SEPTA’s Access Paratransit service, overseeing the suburban and city Contracts. In addition, SEPTA provide centralized passenger certification, driver familiarization, drug, and alcohol testing, and directly manages the reservation, scheduling, dispatch, and service monitoring functions of rides. SEPTA also provide vehicles to Contractors for use in the service.

SEPTA’s suburban county Contractors primarily provide ADA service.

ADA demand has been flat; however, after the first year of the contract, demand is projected to grow uniformly at an added rate of 2% per year for the term of the contract.

Additional information on service indicators and characteristics is provided in Scope of Work.

2-6. Basic Concept of Operations Call intake, trip scheduling, and dispatching of ADA Paratransit and SRP service are responsibilities of SEPTA, not the Contractor. For the service to be delivered in Philadelphia County, the Contractor is responsible for driver check-in, daily assignment of operators to runs and vehicles, “end-of-shift” check-in, distribution of passenger and SEPTA information, collection of paperwork, and reporting. SEPTA dispatchers will take over from the time the vehicles are pulled out of the Contractor’s yard until they are pulled back into the Contractor’s yard. Contract supervisory personnel must be on site to ensure operators check in, know their assignments, and are assigned vehicles. All communications to and from in-service operators will be channeled via the SEPTA dispatcher unless specifically authorized otherwise by SEPTA. SEPTA may require the Contractors to provide appropriate personnel for special service events and other occasional SEPTA service needs. The Contractors are required to maintain an adequate labor force to perform all work assigned. The Contractors are also responsible for providing street supervision, driver performance oversight, vehicle maintenance, and accident/incident response and investigation.

Contractors shall assign specific vehicles to blocks of work in accordance with SEPTA’s instructions for the size and type of vehicle each individual piece of work requires.

SEPTA will use software to generate schedules that will be finalized and optimized by SEPTA. The Contractor is encouraged to provide ongoing feedback on the schedule optimization process so that the service provided by the Contractor is productive and effective.

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2-7. Scope of Service Offered to Passengers SEPTA provide door-to-door service for all registered riders. The service also includes assistance to passengers boarding and disembarking vehicles, carrying bags or parcels, securing wheelchairs and scooters, and assisting riders with fastening seat belts. SEPTA also transport service animals free of charge. The details of these requirements are defined in the Scope of Services, Section 3.

2-8. Computerized Reservations & Scheduling SEPTA’s Access at its central operations center will take trip reservations for this service.

At a minimum, reservations are accepted on weekdays from 7:00 a.m. to 4:00 p.m. and from 7:30 a.m. to 4:30 p.m. on weekends and holidays.

SEPTA compile the patron trip requests into vehicle schedules. The schedules are transmitted to the Contractor vehicles wirelessly via Mobile Android Tablets (MATs) over a cellular data network. The Contractor must perform all work assigned.

2-9. Growth History and Trends Some of the current service characteristics of the work being performed are detailed in the following table:

Current Average of one-way weekday trips 3,762

Current Rides/Revenue Hour See attached 12-month running report of actual Passengers and Demand Response Revenue Hours for Ph3, which is also projected for Ph7

Total Weekday Tours (am/pm) See attached Shift Configurations for both Ph3 & Ph7, which is also provided as RFP attachment “15.B Service Run Breakdown”

Fleet Assignment Per Contract Qty. 55 – See attached Fleet Listing at the end of this SOS, which is also provided as RFP attachment “15.J. Fleet Roster” for both Ph 3 and Ph 7

Current Average No Show rate 5%

Current Average Cancellation rate 40%

For this contract, SEPTA is projecting the following initial service delivery requirement (see table below):

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(PH3) Philadelphia County (Contract 1)

SAT

Contract 1 - PH3

Pass Van Lifts Hi-Cap Full Day 9 7 0 AM Peak 1 2 0 PM Peak 0 0 0 Evening 2 2 0

Overnight 1 1 0

TOTAL 13 12 0

(PH7) Philadelphia County (Contract 2)

SAT

Contract 2 - PH7

Pass Van Lifts Hi-Cap Full Day 9 8 0 AM Peak 1 1 0 PM Peak 0 0 0 Evening 2 2 0

The above information is an average based on the operations of the current Contractor.

SEPTA has made every effort to validate this information but note that the performance indicators may vary depending on external and internal factors.

M-F Contract 1 - PH3

Pass Van Lifts Hi-Cap Full Day 4 4 0 AM Peak 10 5 0 PM Peak 6 3 0 Evening 7 7 0

Overnight 0 2 0

TOTAL 27 21 0

SUN

Contract 1 - PH3

Pass Van Lifts Hi-Cap

Full Day 9 7 0 AM Peak 1 2 0 PM Peak 0 0 0 Evening 2 2 0

Overnight 1 1 0

TOTAL 13 12 0

M-F Contract 2 - PH7

Pass Van Lifts Hi-Cap Full Day 11 7 0 AM Peak 3 6 0 PM Peak 9 6 0 Evening 4 0 0

Overnight 0 2 0

TOTAL 27 21 0

SUN

Contract 2 - PH7

Pass Van Lifts Hi-Cap Full Day 9 8 0 AM Peak 1 1 0 PM Peak 0 0 0 Evening 2 2 0

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2-10. SEPTA Organizational Structure This RFP is being issued to hire Contractors to perform a portion of the work required to provide Access ADA Complementary Paratransit service. In addition to the Contractors' responsibilities in this program, SEPTA maintain a significant organization to manage our aspects of the service and to manage the Contractors directly providing service delivery.

SEPTA’s Access Department manages a variety of services. These include park and ride shuttles, community transit service, contracted fixed route services, and Paratransit services. Within Paratransit service, SEPTA is responsible for program management functions such as reservations, scheduling and dispatching, contractor management, assistance with driver familiarization, radio dispatching, fleet management oversight, financial management, and quality of service functions. All functions that are not specifically assigned to the Contractor will remain the full responsibility of SEPTA until decided otherwise. Some of the specific positions involved in the Access Paratransit service covered by this RFP are further identified below:

SEPTA Project Manager: SEPTA’s Access Paratransit program is managed by our Project Manager (hereinafter referred to as "SEPTA's Project Manager"). SEPTA’s Project Manager is assisted by a management team, which provides the technical directions for the various aspects of the Project. These additional management areas include, but are not limited to:

• Operations: Contractor performance and SEPTA’s reservations, scheduling, and dispatch functions

• Finance, billing, and reporting

• Fleet oversight

• Passenger eligibility

• Patron service

• Safety and training

SEPTA Contract Administrator: SEPTA’s direct liaison between our organization and the Contractor is a Contract Administrator (hereinafter referred to as SEPTA's “Contract Administrator”). SEPTA's Contract Administrator will be the single point of contact on all Agreement and management matters and must approve all changes in the service, in writing, before they can be acted upon. From the initial advertising of this RFP through the selection of the firm to be awarded this project, the P&SC Division contract administrator will be the sole authorized point of contact for all issues relating to this project. Following the award of the Agreement, the Contractor will be required to work with the P&SC Division’s contract administrator on all matters relating to the finalization of the formal Scope of Service, provision of required certificates of insurance, performance bonds, Agreements, leases, and any other matters related with the formal execution of the Agreement. After the Agreement has been fully executed, the Project Manager from SEPTA Access will maintain the day-to-day contact between SEPTA and the Contractor.

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SEPTA Management Activities: From time to time, other SEPTA staff may be assigned to work on particular aspects of this project to perform certain tasks. As necessary, the Contractor will be advised of such assignments and will be required to work with staff, as necessary.

SEPTA Access Contract Compliance Director: SEPTA’s direct overseer of all activities related to compliance with safety issues, hiring qualifications and operating procedures.

3. SCOPE OF WORK

3-1. Introduction The following Sections describe the various requirements of this Contract. These requirements describe the details of the service that must be provided to perform this service. All proposing firms, and ultimately the successful firm, shall be responsible for complying with all of the requirements listed below.

In the Sections below, SEPTA provide Proposers with the best information we have available to assist you with the preparation of your management plans and your Proposals. We will provide current operating statistics and other non-proprietary information from current operations. Nevertheless, for reasons that should be obvious, SEPTA cannot provide any actual or implied guarantee with relation to the accuracy or the adequacy of this information. Some of the reasons for this include that there is no effective means of projecting Paratransit services demand growth; Contractor operating, and management plans will significantly impact manpower needs; fleet maintenance plans vary and will impact vehicle reliability; etc. The following information provides a basic understanding of the work to be performed and should combine this with their own research and experience to develop Proposals for a flexible approach to delivering the services described here.

The rules and procedures of this service will be dynamic, and the Contractor will be required to respond and assist with these evolutionary improvements throughout the term of the Contract, without seeking additional compensation. In the unlikely event that SEPTA implement changes to the Scope of Services or volume of work, we will initiate negotiations with our Contractors for appropriate changes to compensation.

Each vehicle is equipped with a Mobile Android Tablet (MAT) with an integrated Automatic Vehicle Location (AVL) system and two-way voice communications. The equipment is being provided and maintained by SEPTA. This system may be changed out/upgraded during the course of this contract term.

The sections below describe the various minimum requirements for this service. The Proposer should use this information to develop their management plan and build on these requirements to tell us how you will approach and manage the services. We are interested in value-added approaches that fulfill our requirements and offer experience and expertise that will help SEPTA learn and improve the safety, quality, and efficiency of Paratransit services within Philadelphia County.

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3-2. Additional Regulations In addition to the requirements listed in this document, all Proposers are also responsible for understanding and complying with SEPTA’s Paratransit regulations (see Tariff 229 and 146, Attachment 15 of the RFP). Please note that, like any administrative or operating guidelines, this information is somewhat dynamic and will likely change slightly during the life of the project. Such normal evolutionary changes do not constitute a change to the Scope of Services described here.

3-3. Staffing To perform the services described in this RFP, proposing firms must submit a detailed staffing plan that clearly states the positions and personnel to be used in the management and delivery of this service. The Contractor is required to have sufficient trained personnel to meet the Contract requirements at all times throughout the life of the Contract. All staff and drivers must be hired and in place no less than fifteen (15) days prior to service implementation except where otherwise noted. The Contractor shall provide sufficient numbers of trained and qualified personnel to manage and carry out the service and provide reporting required under this Agreement and Scope of Services. It is our expectation that you expand the pool of eligible employees while you continue to maintain the highest standards in hiring personnel therefore the functions of the staff shall include but not be limited to:

• Must hold a valid driver's license from the United States or territory which verifies the appropriate class (if operating vehicles);

• Must have a safe driving record, which is defined as no more than one (1) previous suspension for moving violations, and no more than one (1) record of a moving violation within the two (2) years prior to start of SEPTA driving service (if operating vehicles).

• Must be a licensed driver in the United States or territory for a minimum of two

(2) years (if operating vehicles);

In addition, the Contractor shall not employ as a Driver in any SEPTA-related work under this Contract any person who has had any convictions at any time, whether felony or misdemeanor, that concerns: forgery, falsification of records, or false swearing to authorities.

In addition, the Contractor shall not employ as a Driver in any SEPTA-related work under this Contract (i) any person who has had any convictions at any time for any sexually related offense or a crime of violence of any grade whatsoever, or (ii) any person on probation or parole for any sexually related offense or a crime of violence of any grade whatsoever. For purposes of this Contract as it relates to Drivers, these crimes include:

a. Aggravated Assault

b. Simple Assault

c. Aggravated Indecent Assault

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d. Indecent Assault

e. Sexual Assault

f. Endangering the welfare of a child

g. Involuntary Deviate Sexual Intercourse

h. Luring a Child

i. Kidnapping

j. Neglect of care of a dependent person

k. Rape

l. Robbery

m. Vehicular Homicide

While other languages may be a plus, all employees must speak and understand English fluently. All operations-related employees must have knowledge of the service area and documented ability to determine the location of and arrive at the street address.

3-4. Project Manager-One (1) Contractor's designated Project Manager shall function as the principal point of communication between the Contractor and SEPTA Access management. The Project Manager shall be available as required by SEPTA Access management for review of any aspect of the Contractor's service for SEPTA Access, including administrative, financial, operational, personnel, reporting and policy matters.

The Project Manager shall have a minimum of three (3) years transit experience, with two (2) years of Paratransit service experience. The Project Manager shall be on site for a minimum of forty-five (45) days prior to service implementation, and shall be responsible for all staffing issues, including but not limited to hiring, adherence to training requirements, performance standard adherence, reporting requirements, equipment standards.

When proposing a Project Manager for this service, the Contractor must identify a specific individual for the position. Once Proposals are received, proposed Project Managers are considered to be obligated to the project and shall not be changed except with SEPTA’s written approval. Failure to comply with this requirement may be cause for a Proposal to be declared non-responsive.

3-5. Operations Supervisor(s)(Can also serve as the Lead Dispatcher) An operations Supervisor will be required to manage the driver scheduling and dispatch area. This individual must be responsible for day-to-day operations in this area and must supervise any additional personnel working in this area. This position must be staffed and on site any time a contractor’s vehicle is deployed.

The Operations Supervisor must have three (3) to five (5) years of Transit operations experience.

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3-6 Lead Dispatcher(Can also serve as the Operations Supervisor) A lead dispatcher will be required to oversee the dispatchers and ensure all contracted shifts are dispatched on time. This individual must be responsible for personnels in charge driver assignments, vehicle assignment and communication with Access Control Center about day to day issues.

The lead dispatcher must have three (3) to five (5) years of Paratransit dispatch experience. The lead dispatcher is required to be hired and on-site 30 days prior to the start of services.

3-7 Street Supervisor The street supervisor position must be staffed and on duty at a ratio of one (1) supervisor for every ten (10) tours in service without exception. This level of staffing will provide adequate coverage to manage an active oversight of daily street operations across all hours of revenue service. The contractor provides their own vehicles for Road Supervision.

3-8. Trainer-One (1) A full-time Certified Trainer will be required to provide all necessary driver training, either directly or by supervising other qualified trainers. This person must be fully qualified and have certifications in all required training elements (i.e., Classroom Certification, Defensive Driving, Passenger Assistance). The Trainer must be on-site no less than 30 days prior to the start of services.

3-9. Mechanics The preferred means of performing maintenance work is by dedicated employees. If maintenance is provided directly, proposing firms must employ at least one (1) lead mechanic qualified and experienced in performing all major maintenance work on the assigned fleet. This lead mechanic must also be experienced in managing all of the functions of a maintenance operation for a project of similar size and complexity.

In addition to the lead mechanic, the Contractor must employ at least one (1) mechanic, that is ASE Master Certified.

All mechanics must be proficient in the diagnosis and repair of mechanical, electrical and HVAC deficiencies. They must be qualified to make necessary repairs, replacements, and adjustments to all assigned equipment. Maintenance staff must be capable of performing all repairs incidentally to State Inspections. At least 50% of the maintenance staff must possess certifications for the Pennsylvania State Inspection and air conditioning repair and refrigerant reclamation.

Mechanics must have maintenance experience with the vehicles identified in Vehicle Fleet Roster.

3-10. Drivers The Contractor shall maintain sufficient numbers of drivers to provide service that is always fully compliant with Contract service levels. For the purposes of this Contract, Scope of Services 25-00165-APES Page 18 of 53 June 11, 2025

“sufficient drivers” means the number of drivers the Contractor believes are necessary to perform the services. The Contractor’s actual need for drivers will, of course, be dependent on its full time/part time ratio and their management plan to perform services.

It is ultimately the Contractor’s responsibility to determine its own staffing needs.

General Minimum Requirements: The following minimum requirements apply to all applicants who are employed by the Contractor and used as a driver in SEPTA Access service. All minimum requirements must be met before any employee of the Contractor can be employed, in whole or in part, as a Paratransit driver in SEPTA’s services. These minimum requirements are as follows:

a. Physical examination which must be performed by a licensed physician, to include the ability to lift a minimum of fifty (50) pounds;

b. Passing an FTA compliant pre-employment drug and alcohol screen;

c. A valid driver's license in the United States or its territories which verifies the appropriate class;

d. A safe driving record, which is defined as no more than one (1) previous suspension for moving violations and no more than one (1) record of a moving violation within the two (2) years prior to start of driving in SEPTA service;

e. Must be a licensed driver for a minimum of three (3) years in the United States or territory;

f. Must receive a minimum of 24 hours behind the wheel training with a qualified trainer before release for SEPTA revenue service;

g. Must be able to speak and understand English fluently;

h. Nationwide and state criminal record abstracts are required for all drivers and other safety-sensitive staff annually;

i. Demonstrated knowledge of service area and documented ability to determine location of and arrive at street address.

Documentation Required The Contractor shall provide SEPTA, the name, driver’s license number, hourly wage rate, a photo, and a standard release of information form, signed by the driver authorizing Contractor to obtain the driver’s motor vehicle record and criminal history for each driver in SEPTA-related work. The Contractor shall also maintain a training log containing dates of training and signatures by driver(s) and trainer(s) that driver training was completed.

All drivers utilized in SEPTA’s services shall have demonstrated proficiency in those areas identified in Section 3-12 Training Requirements. The use of “driver lease” or other contracted programs is specifically prohibited.

Background Checks Required At the time of hire, each Contractor shall conduct an unlimited nationwide and state and county criminal record background screening/check and unlimited motor vehicle record screening/check (hereinafter collectively referred to as “Background Checks”) of each

Scope of Services 25-00165-APES Page 19 of 53 June 11, 2025 driver and all safety sensitive staff. Copies of the Background Checks must be maintained in each employee’s personnel file.

Annually, the Contractor shall update the above-referenced Background Checks. Copies of these updates must be maintained in each employee’s personnel file.

Each paratransit driver in SEPTA-related work shall sign a release of information giving SEPTA and the Contractor the right to obtain from criminal justice agencies the driver’s record of prior convictions for felonies or misdemeanors. Each driver shall also sign a release involving pre-hire drug test information, including all information resulting from drug and alcohol tests.

At the time of hire and annually thereafter, Contractor shall provide to SEPTA a certification setting forth that the Background Checks were conducted of any new hire and/or current drivers and safety sensitive staff, such certification to include the employees’ name(s), the vendor that conducted the Background Checks, and that such Background Checks complied with this Section and all applicable federal, state, and local regulations and laws.

The Contractor shall review the prior convictions for DUI (driving under the influence) and for other applicable convictions. There should be no automatic disqualification for convictions. With the exception of convictions of crimes of violence against another and/or crimes of sexual exploitation/manipulation of another as detailed herein (i.e., Section 3-3), the vendor shall consider the following as it relates to prior convictions and an individual candidate’s fitness for duty as a driver:

• The nature and gravity of the offense.

• The time that has passed since the offense and/or completion of the sentence.

• The nature of the job sought.

• At the conclusion of considering these factors, the Contractor shall conduct an individualized assessment, case by case, for each individual candidate and each conviction to determine their fitness for duty as a driver for the vulnerable community of individuals that Drivers serve.

3-11. Job Application The Contractor shall include in its employment application form (for those who are applying for SEPTA-related work) a question asking the applicant whether such an applicant has a record of any conviction for driving under the influence (DUI), and for any felony or misdemeanor.

The contractor requires all current employees applying to begin work as drivers in SEPTA-related work under this contract to answer the same question concerning their criminal record before determining whether they may begin driving in SEPTA-related work.

Any job applicant or current employee who fails to disclose a relevant conviction and who is employed by Contractor in SEPTA-related service under this contract, shall be:

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• Removed from SEPTA-related work if the Contractor determines that the application was falsified; and

• Removed from SEPTA-related work if applicant/employee has a conviction record that precludes him/her from employment in SEPTA-related service.

3-12. Notification Where an applicant for employment is not hired by Contractor and the reason for Contractor’s decision not to hire is based on the applicant’s conviction record, Contractor must notify the applicant in writing of its decision and the reason for its decision. The contractor must also forward a copy of this notification to SEPTA (Attn: Director Contract Compliance).

3-13. Continuing Obligations Regarding Criminal Convictions Drivers in SEPTA-related work must report on a continuing basis any new convictions occurring from the time they begin driving in SEPTA-related work, as well as any violations of the Motor Vehicle Code (other than parking violations). Contractor shall conduct a new individualized assessment for drivers who are arrested and must disqualify from all SEPTA-related service any employees convicted of crimes of violence or sexual assault upon another as detailed herein.

Contractor and SEPTA agree to share information concerning any relevant conviction of any applicant or employee of Contractor in SEPTA-related work. The contractor must inform SEPTA in writing of its decision concerning the removal of a driver in SEPTA-related work based on a criminal conviction.

Contractor employees in SEPTA-related work must promptly inform Contractor of any convictions or arrests for any felony or misdemeanor of the criminal code in any State. If Contractor learns from any source that an employee of Contractor in SEPTA-related work has been arrested for crimes of violence or sexual assault, the contractor employee, if working as a driver, should be removed from that position where they would have contact with and be responsible for the well-being of vulnerable passengers.

If the Contractor determines that an arrest would negatively relate to the employee’s suitability for SEPTA-related work, Contractor must immediately suspend or transfer the employee from performing SEPTA-related work. If the Contractor determines that the circumstances surrounding the employee’s arrest do not negatively relate to the employee’s suitability for SEPTA-related work, Contractor may assign the employee to SEPTA-related work. In all cases, Contractors must forward to SEPTA all information related to the employee’s arrest.

If an employee is subsequently convicted, Contractor shall follow the guidelines regarding convictions set forth in Section 3-3. Staffing.

Contractor shall impose upon any SEPTA-approved Subcontractor the same minimum standards for drivers in SEPTA-related work as those set forth above.

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3-14. Training Requirements The training requirements listed here are minimums as they pertain to the SEPTA…