Demand Response Software Replacement

The Vendor is required to provide to replace our current Demand Response software system.
- Provide for a software solution that leverages artificial intelligence (AI), offers dynamic optimization, includes a mobile app for users, operates in the cloud, integrates real-time traffic data, and supports integration with third-party providers (including taxis and council) in a broker-type function.
- Responsible for providing the software and supporting agency through the following tasks:
• Software for Demand Response, Same day Choice program and Microtransit.
• Implementation
• Training and Change Management
• Post-Implementation Support
- The new system should provide scalable, intelligent solutions for managing paratransit services, and also commingle demand response and microtransit trips to optimize resources.
- Reservations, scheduling, dispatch, day-of-service management, and post-service verification are currently distributed across multiple operational teams and providers.
- As service demand has increased and service models have expanded to include flexible mobility options, agency existing technology environment has become increasingly complex, manual, and fragmented.
- Access operations by replacing the existing paratransit scheduling and management system with a single, integrated platform that supports:
• Advance, same-day, and on-demand trip management
• Multi-provider service delivery
• Real-time operational control
• Improved rider experience and transparency
• Increased productivity and efficiency
• Long-term scalability to support evolving mobility services
- The new system shall function as a single system of record supporting the full-service lifecycle, including but not limited to:
• Reservations and trip intake
• Advance and same-day scheduling
• Dispatch and real-time service management
• Driver interfaces and onboard technology
• Eligibility and certification data integration
• Customer communications and notifications
• Reporting, analytics, reconciliation, and auditing
- System must be capable of both consuming and providing data to existing and future agency systems, including reporting platforms, asset management systems, communications tools, and other enterprise applications.
- Provide documented APIs and data interfaces to support integration with agency enterprise systems, reporting tools, and third-party platforms.
- Support data exchange for reservations, scheduling, dispatch, eligibility, trip execution, reporting, and auditing.
- Ensure system configurations support multi-provider operations and future expansion.
- Support bidirectional data exchange for certification intake, eligibility determinations, expiration management, documentation, and eligibility enforcement across reservations, scheduling, dispatch, passenger-facing applications, reporting, and auditing.
- Ensure eligibility and certification status is enforced consistently and automatically across all system workflows without reliance on manual verification or duplicate data entry.
- Support migration, validation, and ongoing management of existing certification records, documentation, and eligibility data from agency -approved source systems as part of system implementation.
- The system shall support agency current and future mobility service models, including ADA paratransit, same-day on-demand services, and first-/last-mile services, each with distinct policies, fare structures, eligibility rules, and operational configurations.
- The system shall allow each mobility service to be configured, managed, and reported independently while operating within a single, integrated platform. Configuration options shall include, at a minimum, service areas and zones, hours of operation, booking rules, customer eligibility criteria, fare and subsidy structures, provider participation, and service-specific business rules.
- The system shall provide reporting and analytics that allow agency to evaluate each mobility service independently or in aggregate, including service utilization, on-time performance, subsidy amounts, customer cost, provider performance, and service area effectiveness.