After Hours Services for CTrail Alert System

The Connecticut Department of Transportation has issued a Request for Proposal (RFP) solicitation number 17061 for After Hours Services for the CTrail Alert System, targeting vendors who can provide comprehensive customer service and alert management for the CTrail Hartford Line and CTrail Shore Line East commuter rail services. The procurement seeks a vendor to operate a 24/7 customer service call center during hours outside of AECOM's current staffing schedule (weekdays 6am-7pm and weekends 7am-6pm), with primary responsibilities including monitoring service disruptions and promptly notifying subscribers and the public through multiple communication channels such as Twitter, email, text messages, and website updates. The selected vendor must utilize an existing in-house platform that allows operators a single point of entry to distribute service alerts, handling customer inquiries about green travel modes and rail system information. The solicitation opened on August 8, 2023, and proposals are due by September 23, 2023, at 5:00 PM EDT, with contact for questions directed to Mary Santos at the Department of Transportation in Rocky Hill, Connecticut. The RFP specifies Free On Board Destination delivery terms and requires vendors to have the capability to integrate with the current alert system infrastructure.

The solicitation is open to all vendors with no specific set-aside designations or restrictions on organizational types. AECOM is identified as the current incumbent operating the CTrides customer service call center, and the new contract will complement and extend their existing service model. While no estimated total contract value is disclosed in the documents, the RFP indicates the contract will be awarded to a vendor who can effectively manage the after-hours alert system operations. The contract requires vendors to work with an existing in-house technology platform for message distribution, suggesting a need for technical compatibility and seamless integration with current systems. Two supplementary documents, "FY 24 - CTrides After Hours RFP.pdf" and "After Hours RFP Questions and Answers.pdf," are available for additional context, though their specific contents were not detailed in the provided materials. The primary service area covers the Hartford and New Haven regions within Hartford County, Connecticut, focusing on maintaining continuous customer service and real-time communication for commuter rail passengers.