Consultant Services

The vendor is required to consultant shall provide services to design, deploy, operate, maintain, and enhance a modernized 511 system as described in the following:
1. Call handling and interface
• Accept inbound 511 calls through standard telephone service provider networks.
• Support automatic speech recognition (ASR) with touchtone fallback options.
• Enable shortcut and barge-in features for efficient user navigation.
• Provide bilingual support in english and Spanish.
• Use natural-sounding, text-to-speech (Tts) for information delivery.
• Present current and accurate information on road conditions, traffic incidents, transit status, and motorist aid services.
• Ensure intuitive and accessible menu design with minimal wait times and error handling.
2. Travel information system integration and data sources.   
1. Required:
• Freeway service patrol and motorist aid resources access.
• Receive and process data from Caltrans and local traffic operations centers.
• Real-time traffic incidents and closures.
• ROAD conditions (e.g., construction, weather impacts).
• Public transit service status and scheduling via published general transit feed specification (GTFS) and GTFS Realtime (GTFS-rt) feeds.
• Rideshare and park and ride information.
• Amtrak and transit connection summaries.
• Maintain compatibility with other regional 511 IVR systems to support cross-regional user transfers or referrals.
2. Optional, but desired:
• Real-time freeway traffic congestion.
• Freeway travel speeds and estimated travel times.
• Bicycle and multimodal travel resources.
• Ability to publish and maintain regional GTFS-rt feed.
3. Operations and maintenance. 
• Monitoring system health and uptime (target: 99.5% availability).
• Ensure minimum call answer speed (target: <3 seconds).
• Applying regular updates, security patches, and system optimizations.
• Providing technical support and bug resolution in a timely manner.
• Offering training or documentation as needed for agency staff.
• Ensure data is refreshed frequently (target: every 3–5 minutes for real-time feeds).
4. Performance monitoring and reporting.   
• Monthly reports on call volumes, average call duration, content accessed, and drop-off rates.
• ASR performance metrics and user behavior tracking.
• User feedback summaries and service improvement recommendations.
• Real-time dashboards or access portals, if available.
5. User feedback and customer support
• Provide in-system options for users to leave feedback.
• Maintain a toll-free support line or callback number.
• Compile and deliver monthly summaries of all user-reported issues and trends.
6. Security and privacy.    
• Secure access controls for system administrators.
• Encryption of call logs and sensitive system data.
• Adherence to agency data privacy policies and applicable laws.
• Protection from malware, intrusion attempts, and other threats.
7. Data retention and access.
• Retain session logs and performance data for a minimum of 24 months.
• Maintain user feedback data for at least 12 months.
• Provide agency with on-demand access to raw or processed data in usable formats (e.g., csv or json).
- Deliverables
• Project management plan: full implementation roadmap including timelines, roles, and risk mitigation
• Interactive voice response (IVR) system deployment: fully functional 511 system with IVR telephone access
• Ongoing maintenance reports: monthly O&M logs and performance metrics
• User feedback reports: summary of complaints, ratings, and suggestions
• Annual review report: comprehensive system evaluation with recommendations
- Contract Period/Term: 3 years
- Pre-Proposal Meeting (Non-Mandatory) Date: July 24, 2025
- Questions/Inquires Deadline: July 28, 2025