REQUEST FOR PROPOSALS FOR

Community Action Program Belknap-Merrimack Counties, Inc. REQUEST FOR PROPOSALS FOR TRANSIT SCHEDULING, ROUTING, AUTOMATIC VEHICLE LOCATOR, AUTOMATED PASSENGER COUNTER, MOBILE DATA COMMUNICATION, CUSTOMER SERVICE, MAINTENANCE AND BILLING SOFTWARE SYSTEM Interested Vendors must deliver their proposals by noon, on September 16, 2011, to the attention of: Ginny Schneider, Director of Transportation Community Action Program Belknap-Merrimack Counties, Inc. 2 Industrial Park Drive, Suite 1 Concord, NH 03301 Phone: (603) 225-3295, x 1154 Any late proposals will be returned unopened. Vendors should submit both a technical and cost proposal clearly marked with the main heading SOFTWARE PROPOSAL. PAGE 1 OF 18

Table of Contents 1.0 System Background Information 3 2.0 Scope of Project 3 3.0 Format 5 4.0 Timeline 5 5.0 Technical Proposal Requirements 6 5.1 Data Management 6 5.2 Trip Reservations 6 5.3 Transportation Coordination 7 5.4 Scheduling and Routing 7 5.5 Route Optimization 7 5.6 Mobile Data Communication 8 5.7 Automated Vehicle Location Sysetm (AVL) 8 5.8 Automated Passenger Counter 9 5.9 Customer Service and Call Center 9 5.10 Automated Vehicle Announcements for Fixed/Deviated Fixed Routes 10 5.11 GIS 10 5.12 GIS Display 10 5.13 Dispatching 11 5.14 Maintenance 11 5.15 Billing and Invoicing 11 5.16 Reporting 11 5.17 Standard Reports 12 5.18 Ad Hoc Report Generation 12 5.19 Custom Reports 12 5.20 Training 12 5.21 Support and Maintenance Program and Warranty 12 5.22 Database Integration 13 6.0 Documentation 13 7.0 Scope of Services 13 8.0 Hardware and Power Sources 14 9.0 ADA 15 10.0 Multi-Lingual Access 15 11.0 Hardware and Software Testing 15 12.0 References 15 13.0 Project Team Qualifications 15 14.0 Insurance Coverage 15 15.0 Selection Criteria 16 16.0 Cost Proposal 16 17.0 Payment Terms 17 18.0 Software Licensing 17 19.0 Subcontractors 17 20.0 Offer and Acceptance Form 18 PAGE 2 OF 18

1.0 SYSTEM BACKGROUND INFORMATION Community Action Program Belknap-Merrimack Counties, Inc. (CAPBMCI) requests proposals from responsible and qualified vendors for a GIS-based transit scheduling, routing, automatic vehicle locator, onboard mobile data communication, passenger counter, customer service, onboard stop announcements, maintenance and billing software system. CAPBMCI provides a fleet of 42 vehicles. It has three fixed routes, ADA paratransit, seven demand response routes, a deviated-fixed route and some non-passenger service. The agency is launching a new Volunteer Driver Program which will significantly increase the number of trips annually by 8,000 or more. Multiple agency users must have access to the software in addition to riders, agencies in the Mid-State region and the Volunteer Driver Network, and drivers who need to book and accept trips. Thus, online access to the system must be easy, user-friendly and low cost. The transportation program is available to residents of Belknap and Merrimack Counties in New Hampshire who are seniors, persons with disabilities and members of the general public. ADA, demand response, deviated-fixed route and volunteer driver service provides or will provide transportation to and from the riders homes to locations such as medical facilities, nutrition sites, shopping centers and other destinations. This RFP is not and does not claim to be exhaustive. It is the aim of CAPBMCI to allow vendors to provide information regarding their software instead of CAPBMCI dictating what the vendors must provide although CAPBMCI is interested in all the types of software listed above. There may be software CAPBMCI has not listed that may respond to CAPBMCI needs. Vendors are encouraged to provide information about this software. The RFP must respond to basic functional requirements but the vendors are allowed flexibility in their responses. Vendors may bid on one or more software modules. All software must be seamlessly compatible with software that the State of New Hampshire will be using as part of the United We Ride Program based at the Montachusett Regional Transit Authority in Fitchburg, MA. It also must link with CAPBMCI systems, software and electronic equipment such as fare boxes and the accounting system. Please note that an open architecture model is preferred to enable CAPBMCI to interface with internal and third-party systems. The use of standard network communication protocols and system interfaces is preferred. 2.0 SCOPE OF PROJECT CAPBMCI requests proposals, priced on a firm, fixed-price basis, for a GIS-based transit scheduling, routing, automatic vehicle locator, onboard mobile data communication, passenger counter, customer service, maintenance and billing software system. The proposals must successfully address the software requirements outlined in this document. The selected software system is expected to provide the capability to automate real time, interactive and/or batchscheduling functions, while increasing the efficiency of service, the accuracy of data collection and reduce the time spent on administrative and reporting activities. The basic program features should include client intake, registration and eligibility, vehicle management, driver management, trip reservations; automated scheduling and routing for fixed-route, deviated fixed-route, demand response and volunteer driver services including capability to optimize a pulse system and timed transfers, and assign riders to the correct service; the potential coordination of more than 85 transportation providers and subcontractors in the region, dispatching, billing, all federal and State required reporting, geo-coding, mapping including the rider origins and destinations by eligibility PAGE 3 OF 18

(e.g., all ADA riders) and associated reports, documentation of customer service requests and tracking responses, seamless interactive telephone system to direct calls, allow riders to book rides and remind riders of scheduled rides both 24 hours in advance and immediately before a ride arrives, automated vehicle location, onboard mobile data connection available when the vehicle is stationary and turned off, and fleet management and maintenance including inventory tracking and control. The selected software must be Windows-based and provide an easy-to-use and intuitive graphical user interface and utilize the relational database management system Microsoft SQL server 2008 R2 standard. The available server is HPProLiant DL360 G7 HPM server. The selected system should also provide the ability to access the system through a web-based interface for remote access and regional transportation coordination. DOS-based and proprietary database solutions will not be acceptable. CAPBMCI wishes to procure and install a system that automates the daily operations and management functions, and seamlessly integrates GIS, advanced scheduling and routing capabilities to reduce operating expenses, improve customer service, and automate the billing and reporting process. Vendors are expected to discuss their approach to providing these benefits. Vendors are also expected to clearly define their features and functionality in the technical proposal, and clearly define the costs and services required to implement a fully-functional system. A recommended approach for phasing in modules should be included and bid separate options in the event that more than one funding source will cover the cost of this bid and/or only some of the modules will be procured. The proposed system must respond instantly. Therefore, all system requirements to ensure that the system responds quickly must be specified and the associated costs identified. The proposed system should take into account security. It must allow CAPBMCI staff, drivers and customers access to only the screens and information they need to perform their work or contact CAPBMCI. Please describe how security is ensured. This should include provisions for catastrophic failure of the software and hardware, and any back-up system. Data conversion from Trapeze lite to the new software, system launch, testing, use and adequate training of a group of up to 25 CAPBMCI staff members and subcontractors must occur no later than December 15, 2011. Please note that some relevant data may currently be kept in spreadsheets. This data will need to be transferred to the system by the vendor as well. Please describe the conversion methodology to be used. All program tasks and billing must be completed by December 15, 2011, because this project is funded with American Recovery and Reinvestment Act Funds. The database structures and any proprietary interfaces shall be documented. CAPBMCI shall be allowed royalty-free access to the database tables and royalty-free use of the data and interfaces. CAPBMCI shall be allowed to extend such access and use to third parties for coordination and integration purposes. All software and hardware associated with this project must be configurable, diagnosable and maintained locally using a laptop computer or portable program device. Please indicate the device(s) needed and any relevant training required. PAGE 4 OF 18

Please specify the extent and details of an operational analysis that will be required to ensure that the proposed system results in more streamlined solutions and reduced time associated with performing tasks. Please indicate the number of hours needed from CAPBMCI staff and their job responsibilities so that we can anticipate the time investment required by our personnel. 3.0 FORMAT All submitted proposals must adhere to the following guidelines: 1. Contain sealed technical and cost proposals. 2. Include a letter of transmittal signed by the person(s) with the authority to bind your firm, answer questions and provide clarification concerning submitted proposals. 3. Be typed on 8 1/2" by 11" paper (not digital). 4. Include 10 copies. 5. Only include marketing and promotional materials that are applicable to the project. 6. Completely and accurately address the criteria found in this RFP. 7. Completely and accurately fill out all attached forms including all federal clauses and certification that their proposal and the work is compliant with National ITS architecture. 8. Be received at CAPBMCI headquarters by September 16, 2011 at noon. 9. Be delivered to the following address in packages clearly marked Software Proposal. 4.0 TIMELINE Ginny Schneider, Director of Transportation Community Action Program Belknap-Merrimack Counties, Inc. 2 Industrial Park Drive, Suite 1 Concord, NH 03301 Phone: (603) 225-3295, x 1154 Below is the schedule for accepting and selecting proposals: August 26, 2011 - RFP issued Day before deadline date of RFP - Questions must be submitted in writing. Deadline date of RFP - All questions will be answered. September 16, 2011 - RFP's due at CAPBMCI headquarters by noon. Soon thereafter - Notice of Selection Respondents may be contacted during the selection process to address any questions that are identified during the review process. Vendors may be asked to make a presentation on the software system and modules proposed in their response to the RFP. PAGE 5 OF 18

5.0 TECHNICAL PROPOSAL REQUIREMENTS It is not the wish of CAPBMCI to provide detailed technical specifications for software. Instead, CAPBMCI will accept proposals that explain the technical specifications for the product. Proposals must completely and thoroughly address the following functions; any un-addressed functions will render the proposal non-responsive. Copies of all relevant screens must be provided for each aspect of the system, and any and all modules. 5.1 Data Management Data entry and reporting must be easy and efficient. All tables must be easily exportable to a commonly used format. The software must also generate all federal- and State-required and necessary reports for CAPBMCI operations (see attached copies) in the required format. Necessary reports include but are not limited to rider origins and destination, and rider boardings and alightings by bus stop location. All existing data currently housed in Trapeze lite and other locations at Concord Area Transit, a transit subsidiary of CAPBMCI, and RTS must be transferred by the successful vendor to the software and modules. CAPBMCI staff will be unavailable to clean up the data. The successful vendor will need to do this if it is required for the project. Please describe the proposed software components for: Customer registration and eligibility management including a sample intake form Vehicle management Driver management In addition please describe any component your software has for the following: Volunteer driver management and scheduling Volunteer vehicle management Please provide screen shots for all relevant screens. All data and reports must be stored and retrievable for a minimum of 12 months. A mechanism for storing, retrieving and archiving older data must be provided. The data must be time and date stamped. 5.2 Trip Reservations CAPBMCI requires a system that allows for easy entry and scheduling of reservations. Customers must be able to request trips via the internet and telephone. To the extent possible, these requests must appear in the software database without data entry. A mechanism to allow inhouse staff to approve all trip requests must be provided before any trips are posted. The system must be able to quickly search for customers and create, delete and modify trip reservations. Customers should be able to do the same. The system should provide tools to the reservationist to book and schedule trips while on the phone. A computer-assisted scheduling function should be incorporated that allows users to quickly search existing schedules and recommend the most efficient slots to the customer. The recommended slots must display where the trip insertion will be placed in the vehicle s schedule. Similar trips should also be displayed. The reservation function must allow the user to record all trip information, as well as enter information about the PAGE 6 OF 18

trip in custom fields. CAPBMCI wishes to be able to book standing orders and individual trips in under two minutes. The system should also display the trip length upon booking. The following should be available for computer-assisted scheduling: Manual schedule now Show recommendations now Optimization at any point Flag will calls Flag travel time greater than 45 minutes by rider Computer-generated denials Please provide screen shots of all relevant screens. Computer-generated denial reports should be generated automatically from telephone, email, web sites and the scheduling system. Access to override computer-generated denials must be limited to CAPBMCI senior staff. A customer intake form should be part of the system (see attached sample). The reservation system must assign a rider to the correct service. 5.3 Transportation Coordination The software should provide a component that allows CAPBMCI to share trip and transportation data with other transit agencies and providers in the State or region. This component will allow CAPBMCI to coordinate services with other agencies and to maximize the efficiency of transit resources with, to and from the region. Please describe, if available, the software s solution to assist in the coordination of State, regional and local transportation resources. Please provide screen shots of all relevant screens. 5.4 Scheduling and Routing CAPBMCI requires the program to easily and efficiently schedule subscription, demand-response, fixed-route, deviated fixed-route and volunteer driver trips. There must be no limit on how far in advance the trips may be scheduled. The system must handle multi-modal trip scheduling. The system must prioritize trips and riders based on funding and other requirements. The system shall also have the ability to allow for manual, computer-assisted and fully automated scheduling functions. The system must have advanced scheduling and routing algorithms utilizing information from the GIS component to calculate efficient, realistic schedules and routes. The fixed-route, deviated fixed-route system must provide run cuts and camera-ready schedules for passenger timetables and to post in special schedule racks (These racks are currently being selected. The dimensions will be a maximum of 8 x 28.) Explain in detail how the software handles scheduling and routing functions, and how reports and manifests are generated and printed. All federal, State and CAPBMCI labor rules must be part of the algorithm related to driver assignments. Please provide screen shots of all relevant screens. 5.5 Route Optimization The software will draw upon the resources of the GIS package in order to perform route optimization functions based on real street network data. It is very important that CAPBMCI be PAGE 7 OF 18

able to schedule the most efficient routes possible. Route turn-by-turn driving directions and associated maps are highly desirable. Explain all functions of the software regarding route optimization. Please show screen shots that demonstrate this optimization. 5.6 Mobile Data Communication Please provide a quote on a mobile data communication system. This system should include the cost of all equipment associated with the successful implementation of it including PC-compatible mobile data terminals, tablets or cell phone for each vehicle. A second power source is required to prevent data loss in the event that power from the vehicle battery is unavailable. Please indicate the power sources available and the communication method. The system must have a covert, silent alarm that notifies Dispatch of a problem. The system must allow drivers to enter their pre-trip inspections electronically and transmit them instantaneously to maintenance and administrative staff concerned with the results of the inspection. It must transmit odometer readings on a trip-by-trip or trip segment basis as needed. It must also enable personnel to complete and file incident reports. These incident reports must automatically transmit to the email of the appropriate CAPBMCI personnel including dispatchers, administrative manager, directors, Personnel officer, budget analyst, deputy director and mobility manager. Categorization of incidents is required in order to distribute the reports to the appropriate administrative staff. An additional bus-free unit for administrative staff that takes photographs must be provided for office personnel responding to an incident. The system should provide two-way communication between drivers and the home base to send, receive and enable the driver to view the complete daily manifest, turn-by-turn directions etc. Please list all the functionalities of such a system and provide copies of all screen shots. Please indicate all safety features to ensure the driver does not engage in mobile data communication while driving. Also, please describe all the features of the system including those that make it easy to read and user friendly. The successful vendor will be responsible for installing the mobile data communication system. The onboard portion of the installation may involve mounting a handheld device in an ergonomically appropriate location to enable the driver to reach and use the device from the driver s seat. If this involves reconfiguring other onboard equipment, the vendor will be responsible for moving and re-installing equipment such as the fare box, radio etc. Handheld devices must be securable to prevent their disappearance. The bid should reflect these requirements. 5.7 Automated Vehicle Locator System (AVL) Please quote on an AVL/GPS system including all required equipment associated with successful implementation and usage of such a system. A second power source is required to prevent data loss in the event that power from the vehicle battery is unavailable. Please indicate the power sources available and the communication method. The system should enable CAPBMCI supervisors and managers the ability to track vehicles, provide up-to-date schedule information to the general public via a web site that is readable by all PAGE 8 OF 18

electronic hardware. It should provide twitter and Facebook updates and interface with these media seamlessly. Reports such as on-time performance by bus stop should be available from this system. Agency staff should be able to view the exact route path a vehicle has taken in a 24-hour period. This data must be retained and retrievable in map form for up to a year. Times along the route map must be indicated to show where the vehicle was and the time it was there. Each 24- hour period must be date stamped. Please demonstrate that your firm has implemented such a system successfully and demonstrate how your firm has maximized the usage of AVL/GPS for the benefit of the riding public and transportation management. Please describe what is entailed to move AVL and any equipment installed on a vehicle related to this project to another vehicle and the associated costs for these tasks. Please indicate the level of expertise and training required to move equipment and quote the cost of training. This training should be included in the training curriculum. Itemize the number of recommended spare pieces of equipment and their associated costs. 5.8 Automated Passenger Counter Please quote on an automated passenger counter that counts only when vehicle doors are open and record boardings via the wheelchair lift as well as through the doors. The counters must accurately record boardings and alightings separately by bus stop. Please indicate the level of accuracy of the counter, documented evidence of the accuracy and how counter will be tested. The cost quotation should at minimum include the cost of all software, hardware, installation including any reconfiguration of boarding and driver areas if necessary, and testing of the system. The durability and cost of maintaining the counters on all fixed routes and the Winnipesaukee Transit System should be provided. In addition, peer-reviewed literature on the accuracy of such counters and the top performing counters should be provided. Please indicate in all cases how the counters interface with the fare box and GIS for mapping purposes. Currently, Concord Area Transit has GFI/Genfare SensaBill fare boxes and Diamond drop boxes. Please indicate how the counter will be powered to ensure data integrity. See attach fleet list. 5.9 Customer Service and Call Center Please quote on a software system that allows customers and staff to complete customer comments online and by voice. This system should automatically generate reports to summarize the comments received on a monthly basis. The reports must track all responses and actions taken related to the customer comment and be linked to customer intake and ride records if applicable. The information should be retrievable by name, phone number, street address, email by customer service representatives and CAPBMCI management staff. Please provide sample screens of the online comment form and reports. The customer service software system must interface seamlessly with the telephone system to enable customers to book, verify and cancel rides. It also must remind riders of their ride the day before and immediately before their ride arrives, and record all calls with unlimited storage capacity. Quotes should include the cost of all software and hardware associated with these PAGE 9 OF 18

functions and recommendations for the least-cost telephone system that can handle these and any other telephone functions described in this RFP. The cost of the phone system and any monthly cost must be provided. 5.10 Automated Vehicle Announcements for Fixed and Deviated Fixed Routes Please quote on software and hardware for onboard automated vehicle announcements for all Concord Area Transit fixed routes and the Winnipesaukee Transit System route. Please include the costs for all hardware and equipment required for the successful implementation and usage of such a system. The system must be audio and visual. Announcement must be made inside the bus and outside the bus. The system must be programmable in multiple languages. It must be integrated into GIS so drivers will not be required to interact with the system on a bus-stop-bybus-stop basis and to ensure announcements are made at the correct locations. The volume of the announcements must adjustable to elevate over background noise automatically without human interference. Drivers must be prevented from adjusting the volume. Information announced and displayed must include the stop name and any transfer opportunities including to other transportation modes. The system should allow other announcements between stops. It may involve the installation of LED destination signs and/or the integration of existing signs into the system. There are no interior dynamic message signs (IDMS) on CAPBMCI bus equipment. IDMSs must allow a stop requested message to be displayed and announce. Thus this system must be integrated with the current stop request systems on the vehicles. Please quote the installation of this system on a per bus basis. 5.11 GIS CAPBMCI requires that the scheduling and routing software must be seamlessly integrated with an industry standard GIS. CAPBMCI personnel must not be required to geocode. The system must automatically assign geocodes. Where applicable, it should provide seamless updates to Google Transit as well. The selected vendor is required to provide and support the GIS data required for the system. Annual updates including state-of-the-art maps and maintenance is also required and must be accommodated in the bid. Maps provided by the system must be camera ready for use in passenger timetables and schedule racks at bus stop (The racks are in the process of being selected. They will be a maximum of 8 x 28. Any conversion required of the base data set to other industry standard GIS formats is the responsibility of the selected respondent. The application of GIS should provide the ability to optimize routes in an expedient and regular manner. The scheduling and routing program must have the ability to easily export data generated for use in other mapping applications. Explain the GIS technology which the software utilizes and how this program aids the scheduling and routing function. Also, describe how data can be exported for other uses. Please be specific and provide screen shots that demonstrate all of the above. 5.12 GIS Display The GIS component must be able to display the vehicle routes on the GIS map and in Google Transit along with the regular scheduling/routing information. Trip origin, destinations and bus stops must also be displayed. Please provide sample screen shots. PAGE 10 OF 18

5.13 Dispatching CAPBMCI staff must be able to easily toggle between different screens while a customer is on the telephone. Dispatching tools must be simple to use and efficient to enter and retrieve information. The selected dispatch software must be very flexible and configurable for each dispatcher. Dispatchers should have the ability to create custom dispatch data views based on the type of dispatching methods performed. Describe all of the tools available to the dispatcher and how the dispatching function is automated. Please provide screen shots of all relevant screens. 5.14 Maintenance The software must automate all record keeping associated with a maintenance garage including but not limited to a comprehensive vehicle roster, parts purchases, inventory management, billing, pre-trip reporting and online status of vehicle condition at all times available to program staff. Please provide sample screen shots of all functions of the maintenance software. Pre-trip information must be entered electronically by drivers as they perform the pre-trip inspections. This information must instantly populate fields and be accessible to all maintenance and administrative staff involved in reviewing the data. 5.15 Billing and Invoicing The software must be capable of handling many different funding sources and billing rules. Pricing may be calculated using a variety of inputs and functions such as: vehicle miles and hours, passenger miles, revenue miles, flat rate and shared revenue/shared mileage among others. The system must accommodate the capability of calculating the cost of each trip. Certain agencies require special data/billing reports regarding clients served. Please describe how this data can be provided to the agencies. Please provide detailed information regarding how the software handles each of these billing situations and how your system will handle specific billing rules and/or bill requirements that are not supported in your system currently. Please explain how Medicaid, and internal cross-program and cross-agency billing would be handled. Billing and invoicing must be seamless with all software and systems used by CAPBMCI s Fiscal Department. Please provide screen shots of any relevant screens, and samples of print outs of bills and invoices. 5.16 Reporting CAPBMCI must submit operating statistic reports on a regular basis. These reports must include information such as: breakdowns by the type of service provided to include number of passengers, revenue miles, revenue hours and service hours, number and names of agencies served, the total number of trips and miles provided (revenue and non-revenue) and cost per mile (see attached sample reports). Required data is not limited to those cited above. It is vital that CAPMBCI can run reports of clients by funding source, client s names, destinations, number and cost of trips, as well as no-show information. All data fields must be exportable into a spreadsheet. CAPBMCI must have the capability to respond to requests for information from local and State governing bodies as well as customers. Special emphasis should be placed on data retrieval during initial and follow-up training for CAPBMCI staff. The system must allow users to create user-defined reports on an ad hoc basis. CAPBMCI prefers a system that provides an easy-to-use, wizard-driven, ad hoc report generator that is seamlessly integrated into the software. Please describe this functionality in detail and provide relevant screen shots. PAGE 11 OF 18

5.17 Standard Reports Please describe and provide screen shots of the format of your system s standard reporting capabilities. It is desired that all standard reports can be imported and exported from the system. Please describe this functionality. 5.18 Ad Hoc Report Generation The system must provide tools and wizards that allow users to easily create, edit and save reports. Please describe your system s report generation capabilities. 5.19 Custom Reports The system must provide the capability for our staff to create custom reports utilizing an industrystandard reporting product. Please explain how this requirement can be met. 5.20 Training Training must be provided for at least 25 CAPBMCI and subcontractors on the system. This training must be comprehensive enough for staff to use the system efficiently and comprehensively. In addition to any annual upgrades related to data, interfaces with software systems, Google Transit etc., training and support for the system must be provided for two years (until December 31, 2013) to provide staff with unlimited assistance as they use the system. All training must be provided on site at CAPBMCI. Please include a detailed training curriculum and schedule. Training manuals that include step-bystep instructions must be provided to each trainee. All trainees must demonstrate that they are correctly able to operate all equipment and generate all information required using the system, software, hardware and modules. All trainees must have an understanding of the entire system as well. 5.21 Support and Maintenance Program and Warranty Specify the nature of support and maintenance that will be provided. A maximum of a 24-hour turnaround on requests for support and timely upgrades is required. Turnaround is defined as solving the problem. Please address the following: A. Problem reporting and resolution procedures 1) Reporting method 2) Response time requirement 3) Hours of operation B. Support 1) Toll-free access; hours of operation 2) On-line and remote support 3) Error corrections C. Modifications, upgrades, enhancements, etc. 1) Define each type of release and requirements for implementations 2) State policy for providing each type of release 3) Delivery methods for each type of release PAGE 12 OF 18

4) Cost for each type of release 5) Release schedules for the past two years and projected schedules as known 6) Will CAPBMCI need to be involved in each new release and if not, what is the proposer s policy concerning this issue? 7) Documentation updates D. Continuing education E. Describe the terms of the software license. Is the license a one-time fee or is there an ongoing fee? G. Availability of users groups Each proposal shall include hardware and software warranty information for all equipment and software to be supplied by the vendor as a part of this project; detailed instructions and specific resources for obtaining maintenance on hardware and software support; and list the annual cost of software support and periodic updates for each component following the first year of project operation. The cost proposal shall include the cost of all necessary licenses as well as the cost of software support and upgrades for the first year of operation as a minimum. The actual period of time for system maintenance, support services and periodic updates included in the initial procurement cost, the schedules and any deadlines for renewal will be fully describe. Please indicate whether any work with the system requires all users to log off. Please specify the cases when this would occur. Proposers must provide warranty information for all software and hardware system components and completely describe the process to receive warranty work and how shipping is handled if necessary. Please provide sample license, maintenance and warranty agreements in the proposal. 5.22 Database Integration The proposed system shall be a client/server application with the capability of importing/exporting to other systems. The successful vendor will either perform the exporting and importing or ensure that CAPBMCI staff is trained and capable of performing these functions. The client platform shall be Windows SQL server 2008 R2 standard/windows 7.0, 32-bit design, incorporating a common graphical interface. DOS-based applications will not be evaluated. Solutions with proprietary databases and/or middleware are not preferred. The system must provide tools and utilities to import and export data from its database to other databases and systems. Please describe your system s capability to import and export data into other systems and formats. 6.0 DOCUMENTATION The vendor must describe the documentation of the system that will be provided. Documentation must be provided to both users and administrators of the system. 7.0 SCOPE OF SERVICES In addition to supplying the technical information for software, the responses must also include detailed information for: PAGE 13 OF 18

1. Project Team- Proposers should include a description of their organization/firm and a description of the project team. Proposers should also provide descriptions of their training and technical support staffs in terms of size and qualifications. Each team member and their responsibilities on the project must be identified. It is the intention of this RFP that the project team remains stable throughout the contract period. All changes of personnel on the project must be approved in advance by CAPBMCI and replacement personnel must have the equivalent expertise or better than the personnel being replaced. The project team must be experienced in the IT and transportation fields, and have extensive knowledge of the software. A complete history of defaults, contract terminations and bankruptcies associated with the firm and previous employers and firms associated with any of the project team must be submitted in the proposal. 2. Project Management- Proposers should discuss their project management approach to the project. Proven and well-defined methodologies are highly desired. Please describe all pre-planning and pre-implementation processes that will assist in the successful deployment of the solution. 3. Installation- A timeline for complete installation, data acquisition and conversion, and staff training is necessary. This timeline should be by month and week from project start-up date. 4. Training- CAPBMCI desires an on-site training program consisting of at least 10 days. CAPBMCI requires that the trainer is on-site during the installation period and when the system goes lives. Please provide costs for the above scenario, and any optional training available and their relative costs. 5. Support- Provide detailed information concerning levels of support. Proposers must state what hours support staff is available and by what means. This information should include telephone, fax, electronic mail, remote access and on-site emergency help. Also, include the cost of additional support after the installation/initial implementation support and two-year service contract end, and any ongoing maintenance & upgrade fees. 6. Expansion Possibilities- The chosen software should be able to adapt to future technological advancements. Proposers are encouraged to describe their organization s commitment to research and development, and share their vision for emerging technologies in the transit industry. CAPBMCI desires a system that is developed in a modular and scalable approach. CAPBMCI may not purchase all modules at this time but wishes to maintain the options to easily upgrade to the technologies describe above, as well as, other modules the proposers may develop in the future. Bids should include the cost of each module and the expiration date of the prices quoted. Prices should be good for at least a year. 8.0 HARDWARE AND POWER SOURCES In general, the ability to use existing hardware to optimally complete the software's tasks is ideal. A list of existing hardware is attached to this RFP. The proposer should specify if any other hardware or equipment is required for implementation. All onboard equipment shall be specifically designed for the harsh transit environment and must be warranted with this in mind. Please indicate how all onboard and other equipment throughout the proposal will be powered. PAGE 14 OF 18

Onboard equipment must either operate independently of the operator or, if operator interaction is required, only allow an operator to use it when the vehicle is turned off. All equipment must be hands free. Please indicate for all hardware and software whether or not discrete components can be replaced on a unit-by-unit basis. Please specify the process for installation and testing of all hardware and its associated costs. Please note that installation that could be disruptive to transit service must be completed after hours or on weekends. 9.0 ADA Please indicate throughout the proposal how you intend to adhere to the ADA both for the benefit of customers and CAPBMCI employees. 10.0 MULTI-LINGUAL ACCESS Please indicate throughout the proposal how you will accommodate customers who are speakers of languages other than English. 11.0 HARDWARE AND SOFTWARE TESTING Proposals shall include a detailed testing plan that describes how all the components and capabilities will be tested to verify that the system and modules operate according to project design and that the system performs effectively as required by CAPBMCI. The system and modules must be tested at least twice, once at launch and a second time agreed upon by CAPBMCI. 12.0 REFERENCES Please provide three references for each module. If your firm has implemented all the above at one transit property, just one reference from that transit property is necessary. However, if your firm has implemented different modules at different transit properties, please provide three references for each module. Please provide examples of the work you have completed at other transit properties recently using state-of-the-art software. 13.0 PROJECT TEAM QUALIFICATIONS Please provide resumes for all project team members and assurances that this team will be stable and carry out the project through project completion. 14.0 INSURANCE COVERAGE Please provide your insurance coverage. Please note these must meet all federal requirements as outlined in the federal clauses. PAGE 15 OF 18

15.0 SELECTION CRITERIA CAPBMCI will assess each proposal based on the following weighted criteria: Criteria 1. Proposal response, how well the response addresses the RFP 2. Training and technical Support Weight 20 20 3. Qualifications of the project team 20 4. References 20 5. Implementation plan and schedule 6. Pricing 5 10 7. Insurance coverage 5 All respondents must have a DUNS number and be registered with the Central Contractor Registration. The selected vendor must provide its DUNS number and verify they are registered with the Central Contractor Registration. In addition, respondents must sign the attached federal clauses and return the signed copy with the proposal. 16.0 COST PROPOSAL The cost proposal should include the following components and line items: Software Costs Software license fees o Required o Optional modules o Custom reports (if required) Annual support and maintenance fee for the following options: o Three-year period o Four-year period o Five-year period PAGE 16 OF 18

Third party software Hardware Costs Upgrades necessary to existing work stations Added hardware requirements Networking for all work stations Required implementation services costs Pre-planning/operations analysis Data conversion GIS data and service area configuration Software and database installation Software training Project management CAPBMCI wishes to procure a turnkey solution that minimizes hidden costs. Any and all hidden or implied costs should be described. Please provide the cost both for leasing and for purchasing the software in all cases. Please indicate the costs for both wired and wireless communication, and evaluate the benefits and drawbacks of both. Please indicate which services are available in the CAPBMCI service area from Meredith to Manchester and Lebanon to Alton, NH. 17.0 PAYMENT TERMS Please submit a progress payment schedule based on milestones. 18.0 SOFTWARE LICENSING CAPBMCI reserves the right to protect its reputation and its investment by enforcing strong internal controls to prevent the purchase of unlicensed copies of software. If CAPBMCI suspects unauthorized pricing or unlicensed products associate with the bids or work on this project, CAPBMCI will report such to the appropriate authorities and reject the associated proposal. 19.0 SUBCONTRACTORS The vendor shall clarify its relationships with any other parties supplying any portion of the project and shall specify what each party is providing. The names, address and percentage of work to be performed of the subcontractors and the work they will perform must be identified. A signed, written statement from the owner of the contracting company must be submitted with the proposal. PAGE 17 OF 18

20.0 OFFER AND ACCEPTANCE FORM The Undersigned hereby offers and agrees to furnish the material or service in compliance with all terms, scope of work, conditions, specifications, and amendments in the request for proposal. The undersigned hereby states, under penalty of perjury, that all information provided is true, accurate and complete, and states that s/he has authority to submit this proposal, which will result in a binding contract if accepted by Community Action Program Belknap-Merrimack Counties, Inc. For clarification of this offer, contact: Company Name Address City State Zip Name: Phone: Fax: Signature of Person Authorized to Sign Printed Name Title ACCEPTANCE OF OFFER The offer is hereby accepted. The vendor is now bound to sell the materials or services listed by the attached contract and based upon the request for proposal, including all terms, conditions, specification, scope of work, amendments, the vendor s offer and any best and final offers, as accepted by Community Action Program Belknap-Merrimack Counties, Inc. This contract shall henceforth be referred to as a contract with the same title as the request for proposal. The vendor has been cautioned not to commence any billable work or to provide any material or service under this contract until vendor receives a purchase order, or is otherwise directed to do so in writing by the undersigned. Insert vendor name. Awarded this day of Approved as to form this day of, 20., 20. PAGE 18 OF 18