OC Bus Customer Satisfaction Survey

The Orange County Transportation Authority (OCTA) is requesting proposals for developing, conducting, analyzing, and reporting on an OC Bus Customer Satisfaction Survey under RFP C250202, with proposals due March 10, 2026 at 2:00 p.m. and interviews tentatively scheduled for March 24, 2026.

No set-asides or preference programs apply. The scope requires developing a multilingual survey instrument in seven languages (English, Spanish, Vietnamese, Korean, Chinese, Farsi, Arabic), administering approximately 5,000 in-person intercept surveys onboard OC Bus vehicles and at transit stops and centers, performing data processing and analysis, and delivering a final report with three presentations to OCTA executive management, a public committee, and the Board of Directors. The consultant must provide sweepstakes prizes valued at approximately $100 each to incentivize participation, deliver weekly progress updates, and supply raw and cleaned datasets with data-cleaning methodology documentation. Work is scheduled to launch in April 2026 (pending contract execution by March 31, 2026) with deliverables due by August 31, 2026, with consultant availability extending through October 2026 for presentation purposes.

The estimated contract value is $150,000 on a firm-fixed-price basis for a one-year term, with no renewal options. Funding is Local Measure M. The contract carries prevailing wage requirements and mandatory insurance including $1 million Commercial General Liability per occurrence, $1 million Automobile Liability combined single limit, California-required Workers' Compensation, and $1 million Employers' Liability, with OCTA named as additional insured.

Evaluation is weighted as Qualifications of the Firm (30%), Staffing and Project Organization (20%), Work Plan (25%), and Cost (25%), scored on a 0–5 point scale. The evaluation committee includes Ryan Maloney (Section Manager, Marketing and Customer Service), Christina Perez (Human Resources), and Kevin Khouri (Transit Service Planning). Questions were due March 2, 2026; OCTA responded by March 4, 2026. OCTA last conducted a formal customer satisfaction survey in 2014. Proposals must not exceed 50 pages (excluding appendices, cover letters, resumes) in standard 12-point font, double-spaced.