The vendor is required to provide call center and public facing outreach services offerings integrated into and displayed in a single mobile app.
- Third parties to develop an integration of pace act paratransit services, including its trip booking app into a mobile app with trip planning and bus tracking functionality
- The contractor to be hired under this contract shall perform public-facing outreach to pace riders with disabilities to educate them on the functionality of these two mobile apps.
 - Call center deliverables
• The call center shall be referred to both internal and external communications as the “pace mobile apps help center
• All telephone and computer equipment used to perform call center duties shall be the property of the contractor, to be obtained and maintained at contractor’s expense
• Provide qualified staff and manage the operation of the call center, which shall include a supervisor plus enough customer service representatives (CSRS) to handle an estimated 100 calls per day with a daily average hold time of no more than 3 minutes per caller, with activity expected to be higher in the first year of the term
• Telephone calls concerning a request for information about the use of the mobile app, call center staff shall handle over the phone or by emailing digital instructional materials. for telephone calls concerning a question, commendation, or complaint about pace’s paratransit or other service, those calls shall be forwarded to department
• Provide a mechanism for communication with hearing and speech impaired callers
• Provide the call center a quantity of digital materials that can be emailed upon request to callers.
• The contractor’s staff shall have the skill level to aid in answering questions about the use of the mobile app.
• 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 for performance assessment.
• Number of calls answered
• Number of available operators by time of day/day of week
• Number of calls answered directly each call taker
• Talk time by call taker
• Average talk time
• Average hold times
• Number of calls abandoned
• Number of calls on hold in intervals of 30 seconds
• On-site observation of its customer relations call center if requested by the contractor.
- In-person outreach deliverables
• The contractor shall plan and execute no less than 50 and up to 100 standalone events, with at least 10 taking place each calendar year, at which pace’s act paratransit customers can attend to learn how to use the mobile apps.
• Provide pace a written proposal on the content of each type of event/presentation described above within 60 days of contract award
- Instructional video
• The contractor shall create an instructional video that is two to three minutes long on how to use the mobile apps
• Within 60 days after contract award, the contractor shall provide pace a proposed storyboard and script for the video
• After pace provides feedback on the content, the contractor shall provide within 5 business days a second draft of the storyboard and script.
• After pace approval of the storyboard, the contractor shall produce a draft video within 90 days
• After any needed edits and pace approval of the video, the file shall be delivered to pace for posting to pace’s YouTube channel and the pace website
- Contract Period/Term: 5 years
- Pre-Bid Meeting Date: March 13, 2025
- Questions/Inquires Deadline: March 19, 2025