REQUEST FOR PROPOSAL: ON-DEMAND TRANSPORTATION IN SOUTHERN CHESTER COUNTY, PA. RIDE FOR HEALTH INIITATIVE ISSUING AGENCY:

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1 REQUEST FOR PROPOSAL: ON-DEMAND TRANSPORTATION IN SOUTHERN CHESTER COUNTY, PA. RIDE FOR HEALTH INIITATIVE ISSUING AGENCY: THE FOUNDATION FOR THE IMPROVEMENT OF TRANSPORTATION (FIT) IN CHESTER COUNTY: 7 Great Valley Pkwy, Ste Malvern, PA An affiliate of:

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3 FIT RFP FOR COMPLEMENTARY ADA PARATRANSIT - SCCOOT 1.0 GENERAL CONTRACT INFORMATION 1.1 Nature of Request The Foundation for the Improvement of Transportation in Chester County (FIT), an affiliate of TMACC, is issuing this Request for Proposal (RFP) to hire a Vendor(s) to provide and manage transportation reservations, scheduling, dispatch, complaint investigation, and provision of on-demand transportation services in southern Chester County, Pennsylvania. Passenger levels are not guaranteed. 1.2 Purpose The Ride for Health Initiative (RHFI) is a transportation voucher system designed to help individuals in Southern Chester County who have no means of transportation to get to health and human service appointments. Presently, the 1675 Foundation and the Southern Chester County Health and Wellness Foundation fund the project. FIT serves as the project manager for administrative, operations and financial oversight of RFHI. 1.3 Request Proposals are sought for a one-year period, starting July 1, 2012 and ending June 30, Proposals should also include pricing for a three-year option period, at the sole discretion of FIT. It is understood that a contract with the successful party will include provisions that will address service in the event that grants are no longer available for this program. 2.0 GENERAL PROJECT INFORMATION 2.1 FIT Background The Foundation for the Improvement of Transportation in Chester County (FIT) is a non-profit association, registered under Section 501 (c) (3) of the Internal Revenue Service code. FIT was founded in As a non-profit organization, providing service under private grants, FIT seeks to provide low-cost services that are flexible in meeting the needs of agency partners and residents within its service territory. FIT is affiliated with the Transportation Management Association of Chester County (TMACC). 3.0 INSTRUCTIONS FOR PROPOSERS

4 3.1 Eligible Firms Public agencies, non-profit organizations and private transportation providers are eligible to submit proposals. It is not required that the organization that is the successful bidder on this service maintain a Pennsylvania Utilities Commission (PUC) license at the time of award. In the event that the successful bidder does not currently maintain a PUC license within the service area (see attached), the bidder will need to receive PUC designation as a Motor Contract Carrier of Persons and to provide documentation to FIT. 3.2 Pre-Proposal Meeting FIT will hold a pre-proposal meeting scheduled for Tuesday, March 20 at 11 a.m. at the Phoenixville Community Health Foundation, 821 Gay Street, Phoenixville, PA All interested organizations should be represented at that meeting. Any questions that are not answered at that meeting shall be given a response within five business days and distributed to all attending parties. 3.3 Addenda 3.4 Price Any interpretation of this RFP and any supplemental instructions shall be in the form of a written Addendum, which shall be forwarded to prospective firms not later than five (5) calendar days prior to the date fixed for the opening of the proposals. No interpretation of the meaning of the specifications or other contract documents shall be made to the proposer orally. Every request for such interpretation shall be in writing and addressed to FIT s Project Manager (see contact below). Such requests, to be given consideration, must be received at least ten (10) calendar days prior to the proposal opening date. All addenda shall become part of the contract documents and must be included in the proposed pricing. The proposal price shall include all items specified. Proposals shall provide a cost per mile or revenue service hour. There will be no additional fees permitted for out-of-service time. In-service time will be calculated daily by vehicle, from the beginning of the first trip until the end of the final trip, including any breaks caused by gaps in client scheduling or otherwise. If the vehicle goes back to the depot, it shall be considered out of service.

5 Bids should reflect a one-year period, with three one-year options at the discretion of FIT. Generally, costs shall not increase during the term of the contract. Any additional surcharges will be at the sole discretion of FIT. Once the successful bidder is announced, they will have 30 calendar days to finalize a contract with FIT. In the event that this does not occur, FIT will have the option to award the contract to the next responsible bidder and initiate a 30-day timeline with that company. 3.5 Cost of Preparation FIT will not be responsible for any costs incurred by the prospective bidders in their preparation of bids and specific responses related to this process. 3.6 Questions Questions or requests related to this RFP should be directed to: Molly Duffy Grant and Program Manager Foundation for the Improvement of Transportation in Chester County (FIT) 7 Great Valley Parkway, Suite 144 Malvern PA molly@tmacc.org 4.0 SCOPE OF SERVICE The Ride for Health Initiative (RHFI) is a transportation voucher system designed to help low income individuals in southern Chester County with no means of transportation get to health and human service appointments. Eligible riders are determined by Partner Agencies and referred to the Vendor for transportation. Eligibility for this service is determined solely by Partner Agencies and FIT. All service shall be by advance (24 hour minimum lead time) reservation; no same-day or emergency service will be provided. Successful proposer will be responsible for providing reservations, scheduling, dispatch, transportation, and complaint investigation services in compliance with provisions of this RFP. 4.1 RFHI Service Area

6 The RFHI service area in Southern Chester County is defined as points within the Avon Grove, Kennett Consolidated, Oxford Area and Union- Chadds Ford School Districts. A Client must live in one of these school districts to participate in RFHI. The RFHI Service Area Map (attached) is subject to change and any changes will be communicated to the Vendor immediately. Transportation outside the defined service area is not permitted and vendor will not be reimbursed for any such trips. As the existing service area changes, the Vendor will be notified. 4.2 Hours/Days of Reservations and Service Provision Reservations: Customers must be able to make reservations during all regular business hours. If the Vendor office is open on Saturday, reservations must be accepted on Saturday. Monday reservations are to be accepted on the previous business day. Transportation: RFHI service must be provided during all regular business hours (see below). The proposal shall indicate the organization s ability to provide service on all non-holiday weekdays during the normal business operating hours. These are currently defined as weekdays between 8:00 a.m. and 5:00 p.m. and Saturdays between 9:00 a.m. and 5:00 p.m. No service will be provided on Sundays. These hours may be subject to change during the life of the contract with a successful vendor. Holidays are defined as the following Federal holidays: New Year s Day (January 1), Memorial Day (last Monday in May), Independence Day (July 4), Labor Day (first Monday in September), Thanksgiving (fourth Thursday in November) and Christmas (December 25). In the event that the holiday falls on a weekend day and is therefore observance on the closest Friday or Monday, that day of observance will also be observed by this service. 4.3 Program Eligibility Participants must be pre-screened by Partner Agencies and Service will only be provided upon certification of eligibility by the Partner Agencies. Only official representatives (staff or volunteers) of Partner Agencies will be able to schedule rides with the Vendor. FIT may award, suspend, condition or terminate eligibility based on Client adherence to RFHI rules and regulations. FIT will provide the Vendor with a list, updated daily, weekly or monthly as necessary, of those persons who are deemed ineligible for RFHI. The Vendor will be responsible for denying and documenting

7 ineligible trip requests and will be solely responsible for the total cost of any rides provided to ineligible passengers 4.4 Requirement for reservation and scheduling of service All trip requests and their outcomes must be documented in detail, including whether or not the request is an eligible one. Reservation hours and days: Trips will be scheduled by calling The Vendor at any time during specified business hours. Business hours for RFHI services are Monday through Friday from 8:00am to 5:00 p.m. and Saturday from 9:00 a.m. to 5:00 p.m. Partner Agencies must be able to schedule trips at least one day in advance. No same-day or emergency service will be provided. Riders may be permitted to travel accompanied by one Companion (friend or family member). Companion does not pay fare as eligible rider and must board and exit with him/her. Additional companions may be accommodated on a space-available basis only. Trip reservations for Companions must be made with/at the same time as eligible rider s reservation. FIT prohibits favoritism or special treatment of any kind in the provision of service. Special favors to any individual, agency, or disability group are strictly prohibited. The Vendor accepts full responsibility for confidentiality of customer information/data. 4.5 Service Provision Requirements On Time Performance: The Vendor must document that service is provided in a timely fashion within 30 minutes of scheduled pick-up time. On-Time Performance (OTP) is defined by the +10/-20 rule. Clients must be picked up within 10 minutes prior or 20 minutes after their scheduled pick-up time. Pick-ups outside of OTP will be considered late and subject to liquidated damages. Complaints: FIT receives, documents, and investigates all complaints. Vendors are cautioned that any retaliation against customers who file complaints is discriminatory, and strictly prohibited by FIT. Persons bringing children under forty-two inches tall or four years of age with them as Companions must bring a car seat for the child s use. There is no fare for children. 4.6 Restricted Service or Disruption Due to Inclement Weather General

8 In extreme weather conditions, particularly where snow accumulation is excessive, The Contractor may decide to operate restricted routes or schedules. Only portions or the route may be operated, or service may be discontinued temporarily. The Executive Director or Administrator must be notified immediately if conditions require a temporary suspension of service Notifications and Approvals The Contractor must secure approval before discontinuing service. As the public relies upon the operation of service, every reasonable effort should be made to avoid disruption or cancellation. The Contractor shall notify FIT of any unsafe operating condition as soon as they are known. 5.0 PROPOSAL REQUIREMENTS 5.1 Organizational Capabilities Organizational Background The company or organization shall provide a brief organizational history and brief biographies of key personnel, particularly those that would be involved in the management of this program. It shall also provide an organizational chart showing names of the current management team Prior Experience The company shall provide evidence of its previous experience in providing taxi service, paratransit, public transportation and/or other types of pooled transportation services. Documentation shall include letters from no more than three (3) clients outlining the experience that client organizations had with the bidding company. Reasonable levels of detail will support the organization s level of responsibility as a bidder. Clients should have either existing service arrangements or have had such within the last three (3) years. If a respondent company has been in business of supplying transportation services for less than three (3) years, fewer than three (3) letters may suffice. The proposal should state the reason why fewer than three letters are being submitted. FIT has the discretion to contact these companies or organizations to confirm claims or other elements of the information contained within the documentation.

9 5.1.3 Reservation System The proposal should describe the organization s ability to accept, schedule, manage and document reservations for service on a one to thirty day advance notice basis. This includes providing mapping for optimal service provision Dispatching The proposal shall outline the organization s dispatch organization and structure. Days and times when dispatchers are on duty shall be indicated. If dispatchers are not on duty, they shall document how communications between operators and management are maintained, including provisions for extraordinary events, and how on-time performance and other issues will be addressed to meet RFHI requirements Communications Systems The proposal shall indicate the communications system or systems used between operators and dispatchers. If cellular phones and/or two-way radios are used, any known coverage problems should be identified Vendor Communications Contact procedures between dispatch staff and FIT should be described, particularly as they would occur before and after regular business hours, defined as non-holiday weekdays between 9:00 a.m. and 5:00 p.m. This should include back-up plans in the event of vacations or illness of primary contacts Project Management The proposal shall outline the company or organizational project management systems and structure. This is critical to the ability to coordinate information activities with FIT. FIT shall remain solely responsible for overall program administration and monitoring, service interruptions or suspensions, complaint handling and documentation, rider sanctions, and policy determinations Personnel Management The proposal shall describe vendor s core personnel rules and regulations related to operators and other key staff. This shall include,

10 but is not limited to, specifics of regular new-hire and remedial operator training, verification of proper licensing, Federal requirements for periodic drug and alcohol testing, pre-hire criminal background checks, and driver identification and dress codes Incident Management The proposal shall outline procedures to be used for addressing vehicle crashes and motor vehicle offenses involving operators, as well as handling disruptive behavior on-board. Please describe how you would facilitate immediate communication with FIT on these matters. Vendor shall also outline procedures for handling customer complaints and monitoring on-time performance issues, and providing appropriate reports and documentation to FIT. Provide blank copies of any forms or other documents that would be used. FIT will make final determinations concerning service interruptions and suspensions. Proposer shall indicate how it will manage and coordinate weather-related delays or service cancellations Vehicle Storage and Maintenance Facilities The successful bidder is responsible for supplying all vehicle storage and maintenance facilities. The proposal should include information about those facilities, as well as standard maintenance procedures Use of Subsidiary Companies or Sub-Vendors FIT reserves the right to approve any and all sub-vendors. In the event that a company seeks to use subsidiary companies or sub- Vendors, the name, location and other relevant information must be provided. Subsidiary and subcontract companies must meet the same requirements listed herein as the primary service provider Insurance Coverage The proposal shall outline current insurance coverage for vehicle service operations. This shall also address any related issues, including the naming of additional insured parties, in connection with service on private property. It should also outline procedures for handling service-related safety issues and claims Indemnification and Hold Harmless

11 The proposal should outline any policies or practices the company or organization has for indemnification and/or hold harmless agreements with contract clients. 5.2 Service Capabilities The response shall outline the following, providing detail where warranted: Vehicles The prospective vendor shall demonstrate that it can provide vehicles appropriate for RFHI service. Eligible clients should not be refused trips or their service delayed due to lack of suitable vehicles. Generally this would involve a vehicle capable of carrying at least 3 passengers or more. The successful bidder would be responsible for providing all vehicles for this service. Given that this is a new region for this service, FIT is working with other parties in an effort to estimate the demand. Those calculations may be imprecise, so it is important that the bidders give a full picture of their vehicle availabilities and staffing capabilities Vehicle Procurement If vehicles are not currently within the fleet, the response must indicate a plan to lease or purchase said vehicles in time to meet all eligible service requests and requirements, including projected lead times needed for acquiring the proper vehicles Spare Vehicles The proposal should indicate how the organization would fulfill the requirement to have at least one spare vehicle (or vehicles) available at all times that meet or exceed the stated requirements, in the event of accident, breakdown or other need to take a vehicle out of service Fare Collection & Billing No fare collection shall be requested from passenger to drivers. Tipping is not permitted. Invoicing for service shall be submitted to FIT within five (5) business days of the conclusion of each month. FIT will strive to make payment to Vendor within 30 days of receipt of invoice Vehicle Specifications

12 With the exception of provisions under of this section, the successful vendor will be required to maintain vehicles in clean and serviceable manner Hours of Service Reservations and Service Provision Reservations: Customers must be able to make reservations during all regular business hours. If the Vendor s office is open on Saturday, reservations must be accepted on Saturday. The proposal shall indicate the organization s ability to provide service on all non-holiday weekdays during the normal business hours. These are currently defined as weekdays between 8:00 a.m. and 5:00 p.m. and Saturdays between 9:00 a.m. and 5:00 p.m. No service will be provided on Sundays. These hours may be subject to change during the life of the contract with a successful vendor. Holidays are defined as the following Federal holidays: New Year s Day (January 1), Memorial Day (last Monday in May), Independence Day (July 4), Labor Day (first Monday in September), Thanksgiving (fourth Thursday in November) and Christmas (December 25). In the event that the holiday falls on a weekend day and is therefore observance on the closest Friday or Monday, that day of observance will also be observed by this service Vehicle Identification; Co-mingled Service Proposers must identify and describe solutions for issues or procedures related to providing space for RFHI branding and FIT logos on all primary vehicles as part of the contractual agreement with FIT. Any plans to commingle RFHI riders with other Paratransit, public transit or shuttle services must be outlined in advance and approved by FIT. Vendor proposals to co-mingle RFHI service with other service must demonstrate understanding of and compliance with stated rules and regulations of stated herein Reporting, Documentation, and Records Retention; Confidentiality of Data The respondents should outline how they will meet firm deadlines (five business days after the close of the month) for providing invoices and ridership and complaint data. Responses should include the format and method proposed for transmitting data. Digital files are highly preferred. All transportation records, including individual trip information, must be retained for at least seven (7) years and readily available for review

13 by FIT, regulatory agencies or others, and in the event of litigation or complaints. Confidentiality of rider information: Information obtained in the records keeping process must be held in the strictest confidence. Vendors and staff are prohibited from discussing or disclosing applicants and riders personal information under any circumstances, at any time Trip Reporting and Other Communications The proposal should include information on proposer s demonstrated ability to perform regular trip reporting, distribute passenger surveys and distribute or post information or service-related marketing materials on the vehicles. 6.0 EVALUATION OF PROPOSALS 6.1 Submission Procedure Three (3) copies of the proposal shall be received no later than noon, Eastern Time, on Friday, April 6, 2012 in order to be considered. They should be addressed to: Molly Duffy Grant and Program Manager Foundation for the Improvement of Transportation in Chester County 7 Great Valley Parkway, Suite 144 Malvern PA One (1) Digital copy should be ed to molly@tmacc.org 6.2 Review Process An independent evaluation panel will review the bid documents, determine responsiveness to the requirements and make a recommendation to FIT Executive Director and Board of Directors. FIT Board will vote on the recommendation at its regularly scheduled meeting in May. 6.3 Late Proposals Proposals not received by the deadline shall not be accepted or considered. FIT shall not be responsible for late delivery by postal or courier staff. Postmarks or form dates shall not be considered in honoring proposals. Late proposals shall be either returned unopened and unread or destroyed.

14 6.4 Right to Reject FIT reserves the right to reject any and all proposals, in whole or in part, and to negotiate separately with any firm in a manner deemed appropriate to serve the best interests of FIT. A contract award is subject to the availability of funds and the firm s agreement to FIT s terms and conditions. 6.5 Right to Modify FIT reserves the right to delete or modify tasks within the firm s Scope of Services at any time during the course of the contract. 6.6 Notification All organizations submitting proposals will be notified by of the selection of the successful vendor. 6.7 Schedule RFP Document Issued by FIT March 7, 2012 Pre-Proposal Conference at FIT March 20, 2012 Final Questions Due March 23, 2012 FIT Response to Questions March 30, 2012 Proposals Due April 6, 2012 Clarifications April 12, 2012 FIT Review and Scoring April 20, 2012 Negotiations April 27, 2012 Best & Final Offer Requested May 4, 2012 Recommend Contractor to Board May 17, 2012 FIT issues Notice of Award May 24, 2012 Contract Start Date July 1, SUPPLEMENTAL INFORMATION I. RFHI Proposed Service Area Map. II. No Show/Late/Cancellation policy