Public Facing Mobile App Services

The Vendor is required to provide services of a white-label, market-ready mobile application that can provide customers with an all-in-one trip planning, payment, and communication platform.
- Project Management
• Working closely with the metro project manager, this may include meeting individually to review personnel, coordination, timeline, and/or escalation issues.
• Engaging metro project team and keeping metro aware of all work and program status.
• Serving as the primary contact for all contract matters.
• Negotiating and authorizing work as needed.
• Managing contractor work and deliverables, including subcontractors.
• Conducting meetings and designating appropriate staff.
• Providing required plans, summaries, reports, agendas, and minutes.
• Providing executive-level status and compliance reports or presentations, as requested by metro.
• Implementing metro-approved actions.
• Ensuring quality control and assurance over all work, including deliverables.
• Reviewing, signing off on, and ensuring all deliverable documents are complete, timely, accurate, and mistake-free.
• Ensuring compliance with the services, cost, and schedule.
• Ensuring compliance with all contract terms and conditions.
• Identifying potential risks or problem areas and providing unbiased assessments.
• Providing unbiased advice on program improvement opportunities.
• Troubleshooting any contract-related issues.
• Ensuring the overall performance of the contractor.
- Product management plan
• Management of work and deliverables.
• Schedule and task implementation timeline.
• General product development cycle and update delivery schedule.
• Cost tracking and invoicing templates.
• Quality control approach.
• Contract performance management.
• Staffing plan and roles/responsibilities (e.g., RACI chart).
• Communication process between contractor and metro.
• Document control and management process.
• Risk management strategy and metro notification protocols.
• Data security approach.
• Overview of each named plan.
• Tracking and delivery of all deliverables and named plans.
• Management of loss, theft, and vandalism.
• Annual plan submission with performance review and growth strategies.
• Incident/emergency management plan.
• Training and support plans
- Data collection and storage
• Efficient collection of real-time and historical transit data.
• Real-time crowd-sourced, customer-generated data collection for operational insights and responsiveness.
• Efficient collection of user download and usage data.
• Secure storage solutions that comply with data privacy regulations.
• Scalable infrastructure to handle increasing data volumes.
• Conform to all MDM and RDM standards defined by agency data governance
• Securing, by means of encryption or equivalent process, all personally sensitive data as defined via the agency data catalog
• Only consume data necessary to fulfill the goals and objectives of agency – no additional data for the purposes of the contractor
• Adhere to regulatory standards, such as, but not limited to, GDPR, CPRA, GTFS
• Allow for the automated deletion of user and account information per regulatory standards
• Abide by agency data retention guidelines
- Data security
• Personally identifiable information (PII), financial, transactional, and other sensitive or restricted data must be strictly controlled and managed in accordance with all current legal requirements, industry best practices, and policy standards.
• Storage, access, and use of such sensitive data shall be administered separately from daily operational data to ensure heightened security.
• The contractor shall implement industry-standard data encryption methods and other security measures to protect all data under its control.
• Regular security audits and vulnerability assessments must be conducted to identify and mitigate potential risks.
• The contractor must ensure compliance with all relevant local, state, and federal data protection regulations, maintaining transparency and accountability in its data management practices.
- Data reporting and analytics
• Real-time and scheduled reporting capabilities.
• Customizable reports to meet metro’s specific needs.
• Visualization tools for data analysis and presentation.
• Dashboards for monitoring key performance indicators (KPIS)
• User-friendly interface for data management and report generation.
• Advanced analytics to derive actionable insights from transit data.
• Predictive analytics for demand forecasting and resource optimization.
• Tools for trend analysis and performance benchmarking.
- User communications
• Push notifications – ability to send push notifications to customers within the app.
• Email – ability to utilize email database from created accounts to send customers email communications.
• In-app messaging – ability to provide pop-up communications within the app to provide customers communications.
• Provide agency with direct access to the content management system (CMS) with the ability to send critical communications as needed without contractor assistance or approval.
• If his is unavailable, the contractor shall send customer communications within 10 minutes of a critical request.
- Contract Period/Term: 5 years
- Pre-Proposal Conference Date: April 1, 2025
- Questions/Inquires Deadline: April 04, 2025