RFP P50370 - MARTA's Mystery Customer Program

The Metropolitan Atlanta Rapid Transit Authority (MARTA) is seeking proposals from firms to provide a comprehensive and objective Mystery Customer Program. The selected contractor(s) will be responsible for developing a tool to monitor MARTA's compliance with the Americans with Disabilities Act (ADA), as well as evaluate the full spectrum of MARTA's customer services in fulfilling its strategic goals of meeting and exceeding customer demands. The services shall include acquiring and maintaining a pool of elderly and disabled mystery riders to conduct evaluations. A pre-proposal conference is scheduled for November 17, 2023, and proposals are due by December 8, 2023. MARTA anticipates awarding a contract to a single successful proponent, with the option to award to multiple proponents. The contract term is for one year, with four one-year renewal options.

MARTA has established a 25% Disadvantaged Business Enterprise (DBE) participation goal for this project. Contractors must comply with MARTA's Equal Employment Opportunity and Disadvantaged Business Enterprise requirements, including submitting information on proposed subcontractors and good faith efforts to meet the DBE goal. The RFP outlines detailed pricing requirements, including hourly rates and quantities for various service elements. The total value of the contract is not specified, but the budget is expected to be commensurate with the scope of services required.