The vendor required to provide regional mobility management call center (RMMCC) the following mobility management functions for pace demand response paratransit services within the city.
• Trip reservations
• Day of service customer communication
• Service optimization
• Passenger registration
• Performance measure assessment
• Date reconciliation and management
- Service design
1. Objectives
• Award and manage all service provider contracts;
• Maintain the pace routing and scheduling system,
• Establish service hour limits, ranges or trip allocation percentages for service providers;
• Work cooperatively with call center operator (CCO) and service providers to set these limits, and will endeavor to provide timely notice of any changes, but reserves the right to increase or decrease at any time;
• Be responsible for communication with customers and other members of the public except regarding specific trips; and
• Be responsible for receipt of, logging, and response to customer comments and maintaining a database of customer comments.
- Telecommunication and peripheral equipment and services
1. General telecommunication
• Termination and routing equipment that interfaces with the external telecommunications infrastructure
• IP-based PBX or VIOP equipment;
• Routers and switches that enable the PBX or VIOP equipment to communicate with handsets;
• wiring that connects handsets to the system;
• handsets and headsets with appropriate capabilities for supervisors, agents, and other major staff categories that allow noise-free, reliable, clear communication with passengers;
• Automatic call distributor (ACD) equipment and software that controls how calls are distributed by the system to the agents, facilitators, and other staff whose work is managed via ACD mechanisms;
• digital call recording system, including storage of digital audio files for at minimum 3 months, the ability to efficiently search for specific agent-customer interactions, and the ability to evaluate agent performance;
• Appropriate configuration capabilities for the ACD software as part of the ACD system;
• Appropriate reporting capabilities for the ACD software as part of the ACD system, which will enable reports to be generated on speed of answer, maximum hold times, agent usage statistics, etc.; and
• Other management and reporting software or tools CCO may deem important or advantageous to use in conjunction with the telecommunications system to maximize the efficient and effective operation of the RMMCC.
• The system must be fully (all components) supported by ups system with a minimum four (2) hour battery backup.
2. Toll free number customer access
• Pace has published toll free number(s) (1-800) to prevent customer toll calls to schedule a ride or communicate with CCO regarding service.
• The toll-free numbers(s) are owned by pace:
• CCO shall provide telephone number(s) to point the toll-free number(s).
• CCO must have sufficient lines that will ring and operate using the single toll-free phone number.
• The phone system shall accommodate a specified line to expedite access for the purpose of canceling trips or estimated time of arrival (eta) calls via a single phone system.
• The calls should be categorized and routed as follows:
o Calls to reservations to request a trip
o Calls to eta agents for trip status
o Calls to obtain information about paratransit services
3. Electronic answering device and integrated automatic call distribution system (ACD)
• provide electronic answering device and integrated automatic call distribution system (ACD).
• The system shall automatically queue the phone calls based on the order in which the calls were received and place them on hold until a call center staff person answers the call.
• CCO shall not directly answer calls, then immediately put the caller on hold, or otherwise bypass the automatic phone answering equipment.
• The phone system or automatic answering equipment must have the capability to provide the following reports on a daily basis by hour of day and with totals for the day and the capabilities of generating reports by call taking staff (reservations and facilitators) for performance assessment:
o Number of calls answered directly by eta agent;
o Number of calls answered directly by reservationist;
o Number of calls answered by call sequencer;
o Talk time by eta agent;
o Talk time by scheduler;
o Average talk time by eta agent;
o Average talk time for scheduling;
o Average hold time of calls answered by sequencer;
o Number of available operators by time of day to day of week;
o Number of calls abandoned
o Number of calls on hold in intervals of 30, 60, 90, 120, 150, 180, 210, 240, 270, and 300 seconds for both eta agents and reservationist.
• Provide clear and concise distribution of real-time call data to its staff, managers, supervisors call takers and off-site pace staff.
• This shall include but not limited to:
o Large screen monitors to display information about of incoming call traffic and calls in queue;
o Desktop call management and monitoring workstations for accessibility by supervisors and managers to redirect traffic as necessary to limit the amount of wait time experienced by a rider;
o Audio and visual alarms which alert call center staff to calls which have exceeded contractual call wait times in order to improve and provide quality assurance to all users who access the RMMCC.
4. Call recording system
• The purchase, installation, connection and maintenance of a call recording system.
• The system shall record telephone conversations for all staff communicating with pace riders.
• It is not pace's intent to monitor or record CCO’s administrative telephone lines or conversations.
• To avoid recording CCO’s calls related to conducting company business, CCO must separate the handling of administrative and passenger calls by installing a separate phone system or structuring the installed phone system to separate these calls.
• If CCO installs any phone equipment which is intended to handle both passenger calls via the toll-free number and company business calls, pace shall require the CCO to permit recording of calls handled by this equipment regardless of call purpose.
5. Other voice communication
• Provide 2-way voice communications between the RMMCC and the service providers for facilitating functions to allow for immediate and continual contact between RMMCC and the service provider.
• Furthermore, CCO’s phone system shall have a specified line to expedite access for the purpose of communication with service providers as well as a dedicated line between designated CCO’s staff and pace.
- Contract Period/Term: 3 years
- Pre-Bid Meeting Date: January 13, 2026
- Questions/Inquires Deadline: January 20, 2026
