Service Quality Monitoring - Secret Shopper

The Southwest Ohio Regional Transit Authority (SORTA) is seeking a vendor to conduct a comprehensive Service Quality Monitoring / Third Party Monitoring "secret shopper" program across its transit services in Hamilton County and Cincinnati. The procurement, identified as RFQ #128-2023, requires a contractor to develop survey instruments, implement sampling methods, and conduct anonymous targeted observations of transit operations. The project will span three years (2023-2025), with quarterly evaluations tracking 600 total annual trips, including 10 mobility on demand rides, 15 paratransit rides, and 125 bus rides per quarter. Key deliverables include detailed monthly and quarterly reports assessing bus operator performance across multiple dimensions such as driving skills, safety observations, passenger relations, ADA compliance, and overall vehicle condition. Evaluation criteria will consider the bidder's organizational experience, operational controls, technical skills, financial resources, and past performance, with the contract awarded to the most advantageous proposal. The response deadline is September 15, 2023, at 1:00 pm, with questions accepted until September 1, 2023. SORTA operates 46 bus routes with 490 bus operators, 70 access operators, and 12 customer care agents serving Cincinnati and surrounding counties.

While no specific Small Business or Disadvantaged Business Enterprise (DBE) goal has been established, SORTA strongly encourages participation of small and disadvantaged businesses as subcontractors and suppliers. Potential bidders must provide comprehensive insurance documentation, with minimum $1,000,000 coverage required in multiple categories, and complete a vendor questionnaire and bid pricing form detailing annual costs for the three-year service period. Contractors will need to comply with equal employment opportunity requirements and demonstrate commitment to full and open competition. The transit authority operates across Hamilton, Butler, Clermont, and Warren Counties, suggesting a regional scope for the monitoring program. Though specific budget details are not explicitly stated, the comprehensive nature of the secret shopper program implies a significant investment in service quality assessment. Contractors will be expected to provide staff capable of conducting anonymous, systematic evaluations of transit services, with a focus on capturing both quantitative metrics and qualitative observations about transit operations and customer experience.