RFP - Guaranteed Ride Home (GRH) Call Center Services

The Atlanta Regional Commission (ARC) Mobility Services Department is seeking proposals for a Guaranteed Ride Home (GRH) Call Center Services contract to support the Georgia Commute Options Program. The procurement is a Request for Proposal (RFP) targeting experienced call centers to provide extended call services for emergency rides home for commuters using alternative transportation modes. Key deliverables include maintaining a project inbox for ride requests, scheduling rides through ARC's Uber Central account, conducting outbound calls to verify trip details and eligibility, and handling inbound calls for ride adjustments or cancellations. The proposal evaluation will be comprehensive, with criteria weighted as follows: related experience (30%), technical approach (40%), work plan and schedule (20%), and proposed budget (10%). The RFP was posted on September 18, 2025, with proposals due by October 2, 2025, for a contract covering the 2026 calendar year, with potential one-year extension through the end of 2027. Interested vendors must submit their proposals through the specified procurement portal at https://atlantaregional.org/procurement/guaranteed-ride-home-grh-call-center-services/.

The contract will be funded through the Congestion Mitigation and Air Quality (CMAQ) federal-aid program and state matching funds from the Georgia Department of Transportation (GDOT), with a total anticipated annual funding of $30,000. No specific set-aside designations or restrictions on vendor types were explicitly mentioned in the documentation. The current service provider is not precluded from submitting a proposal, indicating an open competitive process. Vendors must be prepared to integrate with ARC's existing Uber Central account and maintain documentation associated with CMAQ funding for seven years post-award. The program specifically supports commuters using alternative transportation modes such as vanpooling, carpooling, bicycling, walking, or transit, with the broader goal of encouraging clean commute options throughout the metro Atlanta region. While no incumbent vendor was definitively named, the RFP suggests continuity of service is possible with the current provider.