Transit Customer Center and Administration Services

The Vendor is required to provide to manage and operate the department transit customer service center for all of the city’s transit programs.
- Work and startup plan for department transit customer service center
•    The proposer shall formulate and include one work and startup plan that addresses the department transit customer service center as part of the proposal.
•    The work and startup plan shall include the following sections and each section shall be titled and numbered accordingly:
1. Operating methodology: 
o    Proposers are to provide details in the operating methodology section describing how the contractor proposes to manage the overall project and the major tasks and subtasks in line with department goals and objectives. 
o    Clearly define the goals and objectives of the transit customer service center, such as improving customer satisfaction, reducing response times, increasing first-call resolution rates, or achieving specific service level targets. 
o    Proposers shall describe the procedures they will implement to achieve department goals and objectives in the operating methodology section of the work and startup plan.
2. Staffing and resource allocation: 
o    Proposers are to determine the required staffing levels, including the number of customer service representatives and support staff needed to handle the anticipated volume of customer inquiries and issues and city ride administration duties. 
o    Proposers shall discuss the allocation of workstations, computers, telephone systems, and necessary software or tools. 
o    Provide a list of proposed staff that includes the number of personnel assigned to the project and the percentage of time for each position dedicated to this project.
3. Timeline and milestones: 
o    Proposers shall establish a timeline with specific milestones and deadlines for key activities, such as setting up infrastructure, hiring and training staff, and operating the department. 
o    Discuss all milestones and critical activities in the work and startup plan. 
o    Proposers are to include their timelines in this plan.
4. Start-up costs: 
o    Calculate the preliminary expenses essential for setting up the department, encompassing office space, equipment, technology infrastructure, software licenses, furniture, initial inventory, and any required renovations or installations. 
o    Required to deliberate on and incorporate these cost estimates into the work and startup plan.
5. Operational expenses: 
o    Determine the ongoing operational expenses such as employee salaries, benefits, training costs, utilities, maintenance, insurance, marketing and advertising expenses, technology upgrades, and other recurring costs associated with running the department. 
o    Proposers shall discuss and include the operational expenses in the work and startup plan.