Fare Inspector Ambassador Program

The City of Charlotte, North Carolina is issuing a Request for Proposals (RFP 269-2026-2068) to procure a qualified contractor to design and operate a Fare Inspector Ambassador Program for the Charlotte Area Transit System (CATS), initially launching on the Blue Line with phased expansion to bus operations and the Gold Line. The contractor must deploy trained, customer service-focused civilian ambassadors to conduct fare inspections, ensure system-wide fare compliance, and support a safe and professional rider experience through non-escalatory, professional engagement designed to reduce fare evasion. Key deliverables include recruitment and training of personnel, deployment of ambassadors, provision of uniforms and equipment, implementation of data collection systems, and comprehensive reporting capabilities covering the entire three-year initial contract term and four optional one-year renewals, with all-inclusive pricing required in United States dollars. The contractor must not include security officers, armed personnel, or enforcement-style approaches, and must complete a 45-60 day implementation period followed by 30 days of joint operations with CATS security before commencing independent operations. Evaluation criteria are weighted as follows: program approach and understanding (20 percent), staffing and training plan (20 percent), experience with similar programs (30 percent), data collection and reporting capabilities (15 percent), cost proposal (10 percent), and acceptance of contract terms (5 percent). A non-mandatory virtual pre-proposal conference is scheduled for May 7, 2026 at 12:00 p.m., with written questions due by May 6, 2026 (before the conference) or May 12, 2026 (after the conference); proposals must be submitted electronically through the City's Bonfire e-Procurement Portal by May 19, 2026 at 2:00 p.m., with City Council awarding the contract by June 22, 2026 and services commencing July 1, 2026.

Contractors must comply with Charlotte Business INClusion (CBI) policy requirements regarding minority-owned, women-owned, and small business enterprises, and the contract is subject to Federal Transit Administration contracting terms and Disadvantaged Business Enterprise (DBE) provisions under 49 C.F.R. Part 26, though the specific DBE goal for this contract is established at 0.0 percent. All proposers must conduct background checks including criminal history and drug screening for personnel, provide references from three similar clients, disclose any subcontractors and suppliers with corresponding DBE certifications from the North Carolina Department of Transportation vendor database, and certify compliance with non-discrimination requirements, debarment and suspension provisions, and Byrd Anti-Lobbying certifications. Contractors must obtain commercial general liability insurance with a minimum of $2,000,000 per occurrence and workers' compensation insurance meeting North Carolina statutory requirements, maintain all documentation and records for three years after contract termination, and submit invoices within sixty days of service performance with payment due within thirty days of receipt. No incumbent vendor or existing contractor is identified in the procurement documents, and no specific award value or budget range is disclosed; however, the contractor's pricing must account for the full three-year initial term plus optional renewal periods, with rates remaining firm for the duration of the contract unless otherwise stated in the Price Schedule.