Transit Software Solution

Page 0 of 103 Rev. 2021.06.04 OFFER The Purchasing Agency solicits offers for Services and/or goods described in this solicitation. All offers and responses received shall be treated as Offers to contract as defined in 9 NCAC 06A.0102(12). EXECUTION In compliance with this Request for Proposal, and subject to all the conditions herein, the undersigned offers and agrees to furnish any or all Services or goods upon which prices are offered, at the price(s) offered herein, within the time specified herein. Failure to execute/sign offer prior to submittal shall render offer invalid. Late offers are not acceptable. OFFEROR: STREET ADDRESS: P.O. BOX: ZIP: CITY, STATE & ZIP: TELEPHONE NUMBER: TOLL FREE TEL. NO PRINT NAME & TITLE OF PERSON SIGNING: FAX NUMBER: AUTHORIZED SIGNATURE: DATE: E-MAIL: Offer valid for ninety (90) days from date of offer opening unless otherwise stated here: ____ days ACCEPTANCE OF OFFER If any or all parts of this offer are accepted, an authorized representative of

Department of Transportation shall affix its signature hereto and any subsequent Request for Best and Final Offer, if issued. Acceptance shall create a contract having an order of precedence as follows: Best and Final Offers, if any, Special terms and conditions specific to this RFP, Specifications of the RFP, the Department of Information Technology Terms and Conditions (Attachment B), the NCDOT Agency Terms and Conditions (Attachment C), and the agreed portion of the awarded Vendor’s Offer. A copy of this acceptance will be forwarded to the awarded Vendor(s). FOR PURCHASING AGENCY USE ONLY Offer accepted and contract awarded this date , as indicated on attached certification, by (Authorized representative of Department of Transportation). STATE OF NORTH CAROLINA REQUEST FOR PROPOSAL NO. 54-12008772-CM Department of Transportation Offers will be publicly opened: June 19, 2023 Issue Date: April 4, 2023 Refer ALL inquiries regarding this RFP to: Christie Murphy clmurphy1@ncdot.gov 919-707-4848 Commodity Number: 81162000 Description: Transit Software Solution Purchasing Agency: Department of Transportation Requisition No.: 12008772 mailto:tjbusshart@ncdot.gov Page 1 of 103 Rev. 2021.06.04 Table of Contents 1.0 ANTICIPATED Procurement Schedule ................................................................................................... 3 2.0 Purpose of RFP ...................................................................................................................................... 4 2.1 Introduction ............................................................................................................................................. 4 2.2 Contract Term ......................................................................................................................................... 4 2.3 Contract Type ......................................................................................................................................... 4 2.4 Agency Background ................................................................................................................................ 4 2.5 PROBLEM Statement ............................................................................................................................. 5 3.0 RFP requirements and Specifications ..................................................................................................... 5 3.1 General requirements and Specifications ................................................................................................ 5 3.2 Security Specifications ............................................................................................................................ 6 3.3 Enterprise Specifications ......................................................................................................................... 7 3.4 Business and Technical SPECIFICATIONS ........................................................................................... 8 1 Project Management ............................................................................................................................... 8 a. Project Manager and Key Staff ............................................................................................................... 8 b. Project Meetings ..................................................................................................................................... 9 c. Project Management Deliverables ........................................................................................................ 10 2 Common Design Specifications ........................................................................................................... 12 a. Application Programing Interface (APIs) ............................................................................................... 12 3 Demand Response Software ................................................................................................................ 13 a. Demand Response General Specifications. .......................................................................................... 13 b. Client Management ............................................................................................................................... 15 c. Reservations ......................................................................................................................................... 16 d. Scheduling ............................................................................................................................................ 18 e. Dispatching ........................................................................................................................................... 20 f. Driver Display Functionality ................................................................................................................... 22 g. Billing and Invoicing .............................................................................................................................. 23 4 Customer Applications .......................................................................................................................... 23 a. Mobile Applications ............................................................................................................................... 24 b. Customer Website ................................................................................................................................ 25 c. Phone Notification ................................................................................................................................. 25 5 Reporting.. ............................................................................................................................................ 27 a. General Reporting ................................................................................................................................. 27 b. Performance Monitoring and Analytics ............................................................................................................28 6. Implementation ..................................................................................................................................... 29 a. System Design Reviews ....................................................................................................................... 29 b. Testing .................................................................................................................................................. 30 c. Training and Manuals ........................................................................................................................... 32 7. Ongoing System Operations and Maintenance ..................................................................................... 33 a. System Maintenance Agreement (SMA) ............................................................................................... 33 b. Service Level Agreement (SLA) and Key Performance Indicators (KPIs) .............................................. 35 c. Issue Resolution and Remedies ......................................................................................................................35 8. Priced Options ...................................................................................................................................... 37 a. Hardware (Option) ................................................................................................................................ 37 b. Payment Hardware (Option) ................................................................................................................. 37 c. Onboard Hardware, Data Communications, and Installation (Option) ................................................... 38 Page 2 of 103 Rev. 2021.06.04 d. On-Demand Trips (Option) .................................................................................................................... 38 e. Fixed Route Scheduling (Option) .......................................................................................................... 39 f. CCTV (Option) ...................................................................................................................................... 39 9 Project Management Specifications ...................................................................................................... 39 a. Project Deliverables Specifications ....................................................................................................... 39 4.0 Cost of Vendor’s Offer........................................................................................................................... 40 4.1 Offer Costs............................................................................................................................................ 40 4.3 Payment Schedule ................................................................................................................................ 40 5.0 Evaluation ............................................................................................................................................. 41 5.1 Source Selection ................................................................................................................................... 41 5.2 Evaluation Criteria ................................................................................................................................. 41 5.3 Best and Final Offers (BAFO) ............................................................................................................... 42 6.0 Vendor Information and Instructions...................................................................................................... 43 6.1 General Conditions of Offer .................................................................................................................. 43 6.2 General Instructions for Vendor ............................................................................................................ 44 6.3 Instructions for Offer Submission .......................................................................................................... 46 7.0 Other Requirements and Special Terms ............................................................................................... 49 7.1 Vendor Utilization Of Workers Outside of U.S. ...................................................................................... 49 7.2 Financial Statements ............................................................................................................................ 49 7.3 Financial Resources Assessment, Quality Assurance, Performance and Reliability ............................ 49 7.4 Vendor’s License or Support Agreements ............................................................................................. 49 7.5 Resellers ............................................................................................................................................... 50 7.6 DISCLOSURE OF LITIGATION ............................................................................................................ 50 7.7 CRIMINAL CONVICTION ..................................................................................................................... 50 7.8 Security and Background Checks ......................................................................................................... 51 7.9 Assurances - Reserved ......................................................................................................................... 51 7.10 Confidentiality of offers ............................................................................................................................ 51 7.11 Project Management ................................................................................................................................ 51 7.12 Meetings .................................................................................................................................................. 51 7.13 Recycling and Source Reduction ............................................................................................................. 51 7.14 Special Terms and Conditions Reserved ................................................................................................ 52 Attachment A: Definitions ................................................................................................................................ 53 Attachment B: Department of Information Technology Terms and Conditions ................................................. 55 Attachment C: NCDOT Agency Terms and Conditions .................................................................................... 81 Attachment D: Description of Offeror ............................................................................................................... 84 Attachment E: Cost Form Reserved ................................................................................................................ 86 Attachment F: Vendor Certification Form ......................................................................................................... 87 Attachment G: Location of Workers Utilized by Vendor.................................................................................... 88 Attachment H: References ............................................................................................................................... 89 Attachment I: Financial Review Form .............................................................................................................. 90 Appendix A ...................................................................................................................................................... 92 Appendix B .................................................................................................................................................... 100 Attachment J: Security Evaluation Form (attached) ....................................................................................... 101 Attachment K: Application/service resiliency signofF (attached) .................................................................... 102 Page 3 of 103 Rev. 2021.06.04 1.0 ANTICIPATED PROCUREMENT SCHEDULE The Agency Procurement Agent will make every effort to adhere to the following schedule: Action Responsibility Date RFP Issued Agency 04/04/2023 Written Questions Deadline Potential Vendors 05/01/2023 Agency’s Response to Written Questions/ RFP Addendum Issued Agency 05/15/2023 Offer Opening Deadline Vendor(s) 06/19/2023 Offer Evaluation Agency 07/10/2023 Selection of Finalists Agency 07/17/2023 Oral Presentations and/or Product Demonstrations by Finalists Selected Vendors 07/31/2023 Negotiations with Finalists Agency designees and selected Vendor(s) 08/14/2023 Best and Final Offers Deadline from Finalists Selected Vendors 08/28/2023 Contract Award Agency 09/25/2023 Protest Deadline Responding Vendors 15 days after award Page 4 of 103 Rev. 2021.06.04 2.0 PURPOSE OF RFP 2.1 INTRODUCTION The purpose of this RFP is to solicit Offers for and select one or more Vendor(s) to provide Transit Demand Response Scheduling software and related systems, hardware, services, and support to Demand Response Operators (“DROs”) within the State of North Carolina (“the State”). Approximately 98 DROs of varying sizes and complexity provide Demand Response transportation services throughout the State. These include Non- Emergency Medical Transportation (NEMT), elderly and disabled transportation assistance, limited services for the rural general public, and employment transportation assistance. 2.2 ON BEHALF OF THE DROS, THE STATE SEEKS DEMAND RESPONSE SCHEDULING SOLUTIONS THAT PROVIDE CONSISTENT STANDARDS OF SERVICE, STANDARDIZED DATA INTEGRITY AND REPORTING THROUGHOUT THE STATE, AND ARE FLEXIBLE TO FULFILL THE REQUIREMENTS OF EACH OF THE INDIVIDUAL DROS. DROS WILL ELECT TO PROCURE FROM A SELECTED VENDOR A PRODUCT THAT BEST MEETS THEIR NEEDS. CONTRACT TERM A contract awarded pursuant to this RFP shall have an effective date as provided in the Notice of Award. The term shall be two (2) year(s), and will expire upon the anniversary date of the effective date unless otherwise stated in the Notice of Award, or unless terminated earlier. The State retains the option to extend the Agreement for three (1) one-year renewal periods at its sole discretion. 2.2.1 EFFECTIVE DATE This solicitation, including any Exhibits, or any resulting contract or amendment shall not become effective nor bind the State until the appropriate State purchasing authority/official or Agency official has signed the document(s), contract or amendment; the effective award date has been completed on the document(s), by the State purchasing official, and that date has arrived or passed. The State shall not be responsible for reimbursing the Vendor for goods provided nor Services rendered prior to the appropriate signatures and the arrival of the effective date of the Agreement. No contract shall be binding on the State until an encumbrance of funds has been made for payment of the sums due under the Agreement. 2.3 CONTRACT TYPE The purpose of this Request for Proposal is to solicit offers and select multiple vendors to provide Demand Response Scheduling software and related systems, services, and support to DROs within the State of North Carolina. Indefinite Quantity Agency Specific Contract – Pursuant to 9 NCAC 6B.0701, this solicitation will establish an indefinite quantity agency specific contract between a Vendor and the State for use by DROs. The quantity of Goods or Services that may be used by the DROs is undetermined. No minimum or maximum purchase quantity is guaranteed. The State reserves the right to make partial, progressive or multiple awards: where it is advantageous to award separately by items; or where more than one supplier is needed to provide the contemplated specifications as to quantity, quality, delivery, service, geographical areas; and where other factors are deemed to be necessary or proper to the purchase in question. 2.4 AGENCY BACKGROUND In North Carolina (NC), 98 Public Transportation Systems provide Demand Response services serving all 100 counties. Of these systems, 18 are categorized as Urban, 17 as Small Urban, and 63 as community or rural systems. NC DROs provide approximately 6 million hours of service annually. Around six million demand response/demand taxi passenger trips are provided each year. Approximately 1,440 demand response vehicles and 310 demand taxi transit vehicles were in operation around the state. Appendix A provides more detail from the National Transit Database (NTD) on the fleet sizes and passengers served for each public transportation agency in the State of North Carolina. The data shown in the table is Page 5 of 103 Rev. 2021.06.04 from 2019 and includes all 101 public transportation service providers, three of which do not provide Demand Response services. Appendix B represents the number of DROs by service area represented as square miles. This information was gathered from the National Transit Database (NTD) for the year 2019. 2.5 PROBLEM STATEMENT North Carolina transit systems have historically utilized a variety of vendors and procurement methods in order to procure operating agreements for use of transit scheduling software. This has resulted in variable terms and conditions in their agreements as well as lapses in customer service and scheduling software performance. NCDOT-Integrated Mobility Division has compiled survey results from our transit DROs showing the need for updated transit software to help provide innovative and up-to-date transit solutions. This RFP will help the state consolidate terms and conditions in order to alleviate discrepancies in performance by transit scheduling software vendors. As the State works to enhance Demand Response services, key objectives include: 1) Better cross-agency coordination, 2) simplified scheduling and new payment options, 3) improved integration across services and providers, 4) new on-demand scheduling capabilities, 5) new mobility services, and 6) turnkey transportation services. As a result, the specifications outlined in this RFP are grouped into three categories: Core, Advanced and Optional. Core specifications are specifications common to all DROs across the State. For the purposes of this RFP, vendors will need to substantially comply with all core specifications to be awarded a contract by the DROs. Advanced functionalities and technical specifications reflect the varying needs of the individual DROs and the State’s roadmap for innovation. Advanced specifications are above or in addition to the Core and are not required to be offered by a Vendor . Optional functionalities and technical specifications represent functionality that the state is exploring that may help to supplement core and/or advanced functionalities. For these options, the State is interested to learn more about what services and products exist in the industry to address a software as a service (SaaS) solution. The successful Vendor will deliver a demand response scheduling solution that is a vendor-hosted SaaS solution. Such functionality includes: • Client Management • Reservations and Scheduling • Dispatching and Routing • Fare Payment Integration • Reporting and Data Analytics • Customer Self-Service Applications for Reservations • Profile Management • Trip History Vendor(s) may offer CCTVs, driver displays, integrated payment systems and associated peripherals for purchase or lease by DROs as specified herein. 3.0 RFP REQUIREMENTS AND SPECIFICATIONS 3.1 GENERAL REQUIREMENTS AND SPECIFICATIONS 3.1.1 REQUIREMENTS Means, as used herein, a function, feature, or performance that the system must provide. Page 6 of 103 Rev. 2021.06.04 3.1.2 SPECIFICATIONS Means, as used herein, a specification that documents the function and performance of a system or system component. The apparent silence of the specifications as to any detail, or the apparent omission of detailed description concerning any point, shall be regarded as meaning that only the best commercial practice is to prevail and that only processes, configurations, materials and workmanship of the first quality may be used. Upon any notice of noncompliance provided by the State, Vendor shall supply proof of compliance with the specifications. Vendor must provide written notice of its intent to deliver alternate or substitute Services, products, goods or other Deliverables. Alternate or substitute Services, products, goods or Deliverables may be accepted or rejected in the sole discretion of the State; and any such alternates or substitutes must be accompanied by Vendor’s certification and evidence satisfactory to the State that the function, characteristics, performance and endurance will be equal or superior to the original Deliverables specified. 3.1.3 SITE AND SYSTEM PREPARATION Vendors shall provide the Purchasing DRO complete site requirement specifications for the Deliverables, if any. These specifications shall ensure that the Deliverables to be installed or implemented shall operate properly and efficiently within the site and system environment. Any alterations or modification in site preparation, which are directly attributable to incomplete or erroneous specifications provided by the Vendor and which would involve additional expenses to the State, shall be made at the expense of the Vendor. 3.1.4 EQUIVALENT ITEMS Whenever a material, article or piece of equipment is identified in the specification(s) by reference to a manufacturer’s or Vendor’s name, trade name, catalog number or similar identifier, it is intended to establish a standard for determining substantial conformity during evaluation, unless otherwise specifically stated as a brand specific requirement (no substitute items will be allowed). Any material, article or piece of equipment of other manufacturers or Vendors shall perform to the standard of the item named. Equivalent offers must be accompanied by sufficient descriptive literature and/or specifications to provide for detailed comparison. 3.1.5 ENTERPRISE LICENSING - RESERVED 3.2 SECURITY SPECIFICATIONS 3.2.1 SOLUTIONS HOSTED ON STATE INFRASTRUCTURE - RESERVED 3.2.2 SOLUTIONS NOT HOSTED ON STATE INFRASTRUCTURE The Transit Software Solution will be required to receive and securely manage data that is classified as highly restricted. Refer to the North Carolina Statewide Data Classification and Handling policy for more information regarding data classification. The policy is located at the following website: https://it.nc.gov/document/statewide-data-classification-and-handling-policy. To comply with the State’s Security Standards and Policies, State agencies are required to perform annual security/risk assessments on their information systems using NIST 800-53 controls. This requirement additionally applies to all Vendor-provided, agency-managed Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS) solutions which will handle data classified as Medium Risk (Restricted) or High Risk (Highly Restricted) data. (a) Vendors shall provide a completed Vendor Readiness Assessment Report Non-State Hosted Solutions (“VRAR”) at offer submission. This report is located at the following website: https://it.nc.gov/documents/vendor-readiness-assessment-report (b) Vendors shall provide a current independent 3rd party assessment report in accordance with the following subparagraphs (i)-(iii) at the time of offer submission. https://it.nc.gov/document/statewide-data-classification-and-handling-policy https://it.nc.gov/documents/vendor-readiness-assessment-report Page 7 of 103 Rev. 2021.06.04 (i) Federal Risk and Authorization Management Program (FedRAMP) certification, SOC 2 Type 2, ISO 27001, or HITRUST are the preferred assessment reports for any Vendor solutions which will handle data classified as Medium Risk (Restricted) or High Risk (Highly Restricted). (ii) A Vendor that cannot provide a preferred independent 3rd party assessment report as described above may submit an alternative assessment, such as a SOC 2 Type 1 assessment report. The Vendor shall provide an explanation for submitting the alternative assessment report. If awarded this contract, a Vendor who submits an alternative assessment report shall submit one of the preferred assessment reports no later than 365 days of the Effective Date of the contract. Timely submission of this preferred assessment report shall be a material requirement of the contract. (iii) An IaaS vendor cannot provide a certification or assessment report for a SaaS provider UNLESS permitted by the terms of a written agreement between the two vendors and the scope of the IaaS certification or assessment report clearly includes the SaaS solution. (c) Additional Security Documentation. Prior to contract award, the State may in its discretion require the Vendor to provide additional security documentation, including but not limited to vulnerability assessment reports and penetration test reports. The awarded Vendor shall provide such additional security documentation upon request by the State during the term of the contract. 3.3 ENTERPRISE SPECIFICATIONS 3.3.1 ENTERPRISE STRATEGIES, SERVICES, AND STANDARDS Agencies and vendors should refer to the Vendor Resources Page for information on North Carolina Information Technology enterprise services, security policies and practices, architectural requirements, and enterprise contracts. The Vendor Resources Page can be found at the following link: https://it.nc.gov/vendor-engagement-resources. This site provides vendors with statewide information and links referenced throughout the RFP document. Agencies may request additional information. 3.3.2 ARCHITECTURE DIAGRAMS DEFINED The State utilizes architectural diagrams to better understand the design and technologies of a proposed solution. These diagrams, required at offer submission, can be found at the following link: https://it.nc.gov/architectural-artifacts. There may be additional architectural diagrams requested of the vendor after contract award. This will be communicated to the vendor by the agency as needed during the project. 3.3.3 VIRTUALIZATION - RESERVED 3.3.4 IDENTITY AND ACCESS MANAGEMENT (IAM) The proposed solution must externalize identity and access management. The protocols describing the State’s Identity and Access Management can be found at the following link: https://it.nc.gov/services/vendor-engagement-resources#identity-access-management Describe how your solution supports the above protocols as well as making them available for application integration/consumption. https://it.nc.gov/vendor-engagement-resources https://it.nc.gov/architectural-artifacts https://it.nc.gov/services/vendor-engagement-resources#identity-access-management Page 8 of 103 Rev. 2021.06.04 3.4 BUSINESS AND TECHNICAL SPECIFICATIONS 3.4.1 STATEWIDE INFORMATION SECURITY MANUAL With its Offer, offer offeror shall include the following statement as part of vendor's proposal; "We affirm and explicitly acknowledge that the offeror’s proposed solution at time of award and for the duration of the contract will comply with all applicable State policies, guidelines, standards, practices, procedures, and safeguards as defined in the North Carolina Department of Information Technology Statewide Information Security Manual (SISM)." SISM introduction and individual SISM control family policy locations: https://it.nc.gov/documents/statewide-information-security-manual https://it.nc.gov/resources/cybersecurity-risk-management/initiatives/information-security-policies 1 Project Management The Project Management specifications intend to develop a consistent framework for all implementations throughout the state. The specifications below outline a high-level approach for project management at the State level and each DRO implementation. Describe the Vendor’s proposed solution for each of the following specifications. If a specification is not applicable, please explain. a. Project Manager and Key Staff ID Project Manager and Key Staff Feature Response 1.a-1 The Vendor works closely with the State, the DROs, and the NCDOT Lead Representative for the initial implementations. This provides a project implementation framework for all subsequent implementations throughout North Carolina. Core 1.a-2 The Vendor assigns responsible and experienced individuals to serve as the Project Manager and Key Project Staff for each implementation. Core 1.a-3 At a minimum, the Vendor provides a qualified Project Manager who shall oversee and coordinate all the DROs implementations throughout the State. The Project Manager will be the single point of contact for the NCDOT Lead Representative. Core 1.a-4 The Vendor’s Project Manager possesses experience managing demand response scheduling software implementation projects. Core https://it.nc.gov/documents/statewide-information-security-manual https://it.nc.gov/resources/cybersecurity-risk-management/initiatives/information-security-policies Page 9 of 103 Rev. 2021.06.04 ID Project Manager and Key Staff Feature Response 1.a-5 The Vendor recommends one or more Deputy Project Manager(s) and other Key Staff to facilitate and manage the day-to-day implementation and onboarding of individual DROs within the State as needed. Core 1.a-6 All identified Key Project Staff will be subject to review by the DROs. Key Project Staff includes: 1. Project Manager 2. Deputy Project Manager(s) 3. Lead developer/engineer(s) 4. Implementation lead(s) 5. QA/QC lead(s) 6. Training lead(s) 7. Support lead(s) Core b. Project Meetings ID Project Meetings Feature Response 1.b-1 The Vendor facilitates progress review meetings and shares an agenda at least five (5) business days prior with the Agency Project Manager(s) for all implementations. Core 1.b-2 The topics to be discussed and reviewed during progress meetings include, but are not limited to: 1. Minutes of the prior progress meeting and progress since the last meeting and action item log 2. Project schedule including sequencing of critical work 3. Project deliverables, with a focus on deliverables due before the next progress meeting 4. Master Issues list and Issues arising since the last meeting 5. Engineering, manufacturing, and quality control summary (if necessary) 6. Any needed corrective measures to maintain the project schedule 7. Any other issues related to the project 8. Other topics as required by the DROs The discussion topics may vary depending on project needs and priorities. Core 1.b-3 The Vendor documents minutes for all monthly progress review meetings and submitting those minutes for review by the DRO within three (3) business days following each meeting. Core 1.b-4 All Key Project Staff relevant to the agenda topics are present during progress meetings or as required by the DRO. Core Page 10 of 103 Rev. 2021.06.04 c. Project Management Deliverables ID Project Management Deliverables Feature Response 1.c-1 The Vendor develops and maintains a Master Program Schedule (MPS). The MPS identifies all program activities, deliverables, and key milestones (including those owned by the DROs) with expected and actual completion dates. Core 1.c-2 The Vendor works with the DROs and the NCDOT Lead Representative to determine acceptable delivery/review timeframes for all DRO-owned deliverables/activities within the MPS. All proposed times are subject to review and approval by the DROs. Core 1.c-3 The Vendor provides a Change Management Plan (CMP) for review and approval by the DROs and the NCDOT Lead Representative. Core 1.c-4 The CMP documents critical changes to program stakeholders and change management and risk mitigation procedures. In addition, the CMP details the Vendors change control process and procedures. Core 1.c-5 Engineering Change Requests (ECRs) control software changes and updates to approved documents and data. Core 1.c-6 ECRs include documentation describing the reasons for, effects of, and rollback plans for the change. The Vendor submits ECRs to the DROs for review and approval at least two (2) weeks before releasing the changes to allow for DRO-led testing (as needed). Core 1.c-7 The Purchasing DROs directly coordinate and approve exceptions for emergency changes or fixes by. Vendor provides comprehensive documentation describing the issue and resolution, and the plan to deploy the change or fix. Core Page 11 of 103 Rev. 2021.06.04 ID Project Management Deliverables Feature Response 1.c-8 The Vendor provides their standard Quality Assurance and Quality Control (QA/QC) policies and procedures. The QA/QC program defines methods for designing for, achieving, and maintaining quality. At a minimum the QA/QC program includes: 1. Surveillance overall work, including by Sub- Contractors, to ensure compliance with all contract requirements 2. Verification of compliance, including audit; discrepancy identification, notification, and control; and corrective action 3. Evaluation and assessment of Sub- Contractors QA programs 4. Provision of technical documentation, drawings, specifications, handbooks, manuals, data flow diagrams, and other technical publications for the new application 5. Design control and version management for changes to documents, drawings, data, and specifications 6. System software development (consistent with IEEE Standard 730 or equivalent ISO 9001 standards for software quality assurance) 7. System integration testing 8. Defect management, including explanations, on how defects will be identified, categorized, reported on, tracked, approved/rejected, and closed out 9. System configuration management 10. Qualification and certification for all personnel performing work under this Contract Core 1.c-9 If damage, defect, error, or inaccuracy is found in any provided work, the DROs have the right to reject or require corrective action to bring the work into compliance with the contract requirements. The Vendor bears all costs incurred in correcting rejected work. Core 1.c-10 The Vendor maintains an electronic Master Issues List (MIL) to track and manage project issues and action items. Core 1.c-11 The Vendor identifies and updates MIL items at design review meetings, weekly project coordination meetings, monthly progress review meetings, and on an ad-hoc basis. Core Page 12 of 103 Rev. 2021.06.04 ID Project Management Deliverables Feature Response 1.c-12 The MIL tracks the following attributes for each entry at a minimum: 1. Item number 2. Date opened 3. Requesting party 4. Description 5. Required action 6. Assigned party 7. Status (open/closed/in progress/deferred/etc.) 8. Date closed Other attributes may be required by the DROs. The Vendor assigns no action items to the DROs without the knowledge and consent of the DROs. Core 1.c-13 The Vendor develops and submits a System Implementation Plan (SIP) to be approved by the DROs that purchase systems. The SIP includes detailed implementation activities as it relates to the master program schedule. The SIP includes roles and responsibilities of parties (DROs, Vendor, or other parties) in the proposed project team, progress milestones and status, and assigned Vendor staff. Core 1.c-14 The Vendor retains responsibility for accurately migrating existing customer records to the new customer database. Vendor provides a recommended Customer Data Migration (CDM) plan based on industry best practices and relevant experience migrating customer records. Core 2 Common Design Specifications Common design specifications provide overall guidance on the design of the system. The DROs need a service-proven design that is secure, follows industry best practices, and supports openness with third parties using APIs for potential future integrations. Describe the Vendor’s proposed solution for each of the following specifications. If a specification is not applicable, please explain.. a. Application Programing Interface (APIs) ID Application Programing Interface (APIs) Feature Response 2.a-1 The system uses APIs to share data and connect with third-party applications as required by the DROs. The Vendor provides documentation describing all API calls, data formats, and communication and security protocols used to support the system interfaces. Core 2.a-2 A system integrates with system applications such as Interactive Voice Response (IVR) system, mobile applications, customer websites, and other such applications using APIs. Core Page 13 of 103 Rev. 2021.06.04 ID Application Programing Interface (APIs) Feature Response 2.a-3 The Vendor develops and exposes APIs that are managed using a commercial off the shelf (COTS) API management solution that supports functionality provided in the demand-response system, including: 1. Client management 2. Reservations 3. Dispatching and Scheduling 4. Customer service 5. Fare payment 6. Reporting Include in the proposal examples of APIs and a description of the features and functions supported by existing APIs. Core 3 Demand Response Software The scheduling solution will include standard features and functions necessary to operate demand response operations, including: • Client management • Reservations and Scheduling • Dispatching and Routing • Fare Payment integration • Reporting and data analytics • Customer self-service applications for reservations, profile management, and trip history Due to the varying sizes and operational needs of the DROs throughout the State, specifications are identified as Core or Advanced to allow DROs to select (if possible) the system features and modules that best fit their needs. Describe the Vendor’s proposed solution for each of the following specifications. If a specification is not applicable, please explain.. a. Demand Response General Specifications. ID Demand Response General Specifications Feature Response 3.a-1 A secure, cloud-hosted, SaaS solution that includes administrative software to support demand response operations. Core 3.a-2 A system that reduces the need for manual data entry and duplicative data entry. Core 3.a-3 A system with multi-user capability, allowing simultaneous users working at different workstations to access and effectively use the software for all associated activities. Core 3.a-4 System security features limiting access to major functions based on assigned roles. Core 3.a-5 A fully automated system providing real-time and batch order taking, scheduling, and dispatching for demand response transportation trips. Core Page 14 of 103 Rev. 2021.06.04 ID Demand Response General Specifications Feature Response 3.a-6 Asystem providing accurate transaction history that includes: 1. Date/Timestamp for all actions taken in the software 2. Associated (and unique) user ID for all actions taken in the system 3. Record of all automated system actions to address system failures or issues 4. Any software malfunction resulting in failures or impacts normal operations Core 3.a-7 A system with online “Help” that provides support for end users. Core 3.a-8 A system with a scalable architecture that handles expansion in use as the need arises without adversely impacting systems management and operations. Core 3.a-10 A system that utilizes a recognized relational database management system that allows for mission critical database management capabilities. Advanced 3.a-11 A system that follows an open architecture design model, allowing the DROs to independently develop interfaces and/or enable integration with other internal or third-party systems, including but not limited to the following state programs: 1. Medicaid Brokers (currently ModivCare and OneCall) 2. North Carolina Cares 360 (NCCares360NCCARE360) 3. North Carolina Tracks (NCTracks) Advanced 3.a-12 A system that supports the migration of existing manually geo-coded locations from the existing scheduling software to the new scheduling software. The DROs may have created manually coded locations to supplement existing mapping gaps for existing addresses. Advanced 3.a-13 A system shall that provides address verification for all addresses entered and supports the ability to editing of mapping coordinates, or manually verifies the address if the system is unable to provide an accurate verification. Any changes or manual verification will be clearly noted as such, be available to all dispatchers, and be used for scheduling and routing. Advanced 3.a-14 A System that provides an integrated mapping solution that supports frequent mapping updates and is consistent with the map used for routing in the driver display and with scheduling and dispatch staff. Advanced 3.a-15 A System that displays the approximate route of demand responsive vehicles in service based on their scheduled stops (either straight line or expected turn-by-turn route, with stops highlighted). Advanced Page 15 of 103 Rev. 2021.06.04 b. Client Management ID Client Management Specifications Feature Response 3.b-1 A system that allows for real-time customer record updates allowing authorized staff to: 1. Add, remove, and modify client data 2. Suspend and activate clients Core 3.b-2 A system that includes the option to display, add, delete, and modify the following data for each client: 1. Client name(s) 2. Gender 3. Birth date 4. Fare type 5. Registration, expiration date, and current status 6. Complementary ADA eligibility, status, and renewal date 7. Mobility aides 8. Unique client identification number 9. Medicaid ID number 10. Ability to include multiple addresses including building name and number, unit name or number, city, state, zip code for pickup, and/or billing/mailing 11. Telephone number (at least two (2) telephone numbers) 12. Emergency contact name and telephone numbers (at least two (2)) 13. Additional passengers (e.g., personal care aid, companions, etc.) 14. Email 15. Comments field Core 3.b-3 A system that allows authorized staff to look up clients by data attached to the profile or client record (e.g., name, date of birth, address, etc.). Core 3.b-4 A system that allows authorized users to query tables of riders, reservations, and trips based on user-defined search parameters. Core 3.b-5 A system that displays the client’s most recent trips, scheduled trips, reservations, canceled trips and no-shows. Core 3.b-6 A system that includes trip details and history specific to each client such as trip origins/destinations and dates, time spent onboard the vehicle, and any other relevant information. Core ID Client Management Specifications Feature Response 3.b-7 A system that tracks customer eligibility status and automatically notify the DROs and clients of upcoming eligibility expirations. Advanced 3.b-8 A system that allows for the assignment of different eligibility levels with different expirations. Advanced 3.b-9 A system that supports online comprehensive rider registration for both complementary ADA Advanced Page 16 of 103 Rev. 2021.06.04 ID Client Management Specifications Feature Response paratransit and non-ADA paratransit riders and clearly delineates between them. 3.b-10 System allows the DROs to include additional client data such as: 1. Primary language spoken (with the system automatically defaulting to English) 2. Sponsor/Eligible funding 3. Fare type and preferred fare payment method 4. Contact information formats (i.e. large print, Braille, etc.) 5. Client home GPS coordinates 6. Passenger-specific load time allowance, in minutes, in addition to the default or standard load time allowance 7. Certification/Denials/Appeals history Advanced 3.b-1 A System that includes a customer-facing application module that allows clients, caregivers, or care facilities to apply for demand response eligibility through any web browser. 1. The application module is be easy to navigate and meets ADA accessibility standards. 2. To reduce the need for manual data entry, the application module is be linked to the customer database and new client records are automatically created upon application approval. Advanced 3.b-2 A System that automates correspondence with clients through text messages, emails, or pre- recorded phone calls regarding eligibility approvals, expirations, denials, or appeals. Advanced 3.b-3 A System provides tools or features to support adding clients (e.g., partners living at the same address, group homes, etc.) to facilitate rapid entry of client data. Advanced c. Reservations ID Reservations Specifications Feature Response 3.c-1 A system that allows clients, caregivers, and DRO staff to easily view, create, modify, or cancel trips. Core 3.c-2 A System that: 1. books same-day trips, 2. schedules standing-order (subscription) trips, 3. accepts advanced reservations Core 3.c-3 A system that allows standing-order trips to be scheduled on a weekly (e.g., every Monday) or monthly (e.g. first and third Monday) basis. A system that allows the DROs to temporarily suspend standing-order trips without needing to modify trips outside of the suspension period. Core 3.c-4 A system that books trips based on pickup time or arrival time. When scheduling by arrival time, the Core Page 17 of 103 Rev. 2021.06.04 ID Reservations Specifications Feature Response system automatically factors in travel time from origin to destination. 3.c-5 A system that generates a confirmation number for each reservation, revised reservation, and trip cancellation. The system allows users to query the system by confirmation numbers to display transactions. Core 3.c-6 A system that provides safeguards that prevent errors such as past date booking, duplicate trips, and booking clients with expired applications, and booking outside the service area. Core 3.c-7 A system that automatically removes an associated drop-off from the manifest if a pickup is canceled due to a no-show. Core 3.c-8 A system that automatically finds an earlier or later time for scheduling when a requested time is unavailable based on capacity constraints. Core 3.c-9 A system that sends automatic text or phone notifications to clients as a vehicle approaches a location for a pickup. Core 3.c-10 Vendor provides explanations of any limitations for scheduling rides including limitations for the number of vehicles and/or passenger trips that can be scheduled. Core 3.c-11 A system that alerts the user when the origin or destination of a trip is not within the specified boundary during service hours and prevents the trip from being booked unless overridden by approved DRO staff. Core 3.c-12 A system that provides an option to select locations without a street address (e.g., can identify a street corner or XY coordinates). Core 3.c-13 A system that prevents a user from booking a trip if the eligibility of the rider is suspended, except when suspension is because of an expired funding source. If a suspended rider has booked subscription trips or reservations before the suspension, the system will not schedule these trips while the rider is suspended. Core 3.c-14 When a subscription standing order trip is canceled, the system checks ahead and displays other trips for this rider that will be canceled. The system permits the user to cancel one, multiple or all future trips. Core 3.c-15 The system allows users to schedule one-way, round-trip, and multi-leg trips with minimal data entry, by auto-populating data. Core 3.c-16 The system allows a user to book disconnected legs of a trip. Core 3.c-17 The system allows reservations to be made for groups traveling together who have an identical origin and destination. These group reservations shall be assigned to the same vehicle to the maximum extent possible. Core Page 18 of 103 Rev. 2021.06.04 ID Reservations Specifications Feature Response 3.c-18 The system displays all reservations by a rider or address to facilitate individual and/or group cancellations. Core 3.c-19 The system shall shows estimated trip lengths for all trips created. Core 3.c-20 The system supports lists of vehicles, vehicle run numbers, run times (shifts), and drivers that the user can configure or edit. Core 3.c-21 The system provides multiple user-defined seating/wheelchair arrangements for each type of vehicle. This must include a minimum of five (5) different arrangements to incorporate zero (0) to four (4) wheelchairs with corresponding seats. Core ID Client Management Specifications Feature Response 3.c-22 The system automatically generates trip reversals or return trips from destination to origin when trips are booked. Advanced 3.c-23 The system provides quick access for a customer’s most frequent trip origins and destinations for quick selection during booking. Advanced 3.c-24 The system supports multiple service providers. The parameters for each provider are configurable such that the service allocation may be based on predetermined factors including but not limited to the following: 1. Vehicle type 2. Geographic area 3. Day of the week 4. Time of day 5. Origin and/or destination 6. Nature of rider disabilities and/or physical aids Advanced d. Scheduling ID Scheduling Specifications Feature Response 3.d-1 The system groups trips based on location to maximize service efficiency and provide the ability to lock recurring trip(s) to specific schedules, drivers, or vehicles to provide stability and consistency for customers with regular/recurring appointments. Core 3.d-2 The system allows for trips to or from same origins, or to same destinations, to be combined to eliminate duplicate trips. Core 3.d-3 Vehicle assignments are automatically updated if a vehicle needs to be pulled from service or if a vehicle is running late. Core 3.d-4 The system considers capacity constraints of each vehicle or route. These constraints are adjustable and easily altered on a day-to-day basis. Core 3.d-5 The system takes into account different travel times during specific peak hour traffic periods, in congested areas, and at places where physical barriers affect travel load and unload time. Core Page 19 of 103 Rev. 2021.06.04 ID Scheduling Specifications Feature Response 3.d-6 The system calculates actual non-revenue hours and mileage as well as actual revenue hours and miles for all vehicles on a daily basis. Core 3.d-7 The system prints vehicle manifests on a daily basis. The system formats printed manifests in a manner that minimizes paper waste, in a legible font size suitable for drivers to reference while enroute, and only includes minimal information (e.g., client name, pick up/drop off address, scheduled window, etc.). Printed manifest details and layout will be defined during design review. Core 3.d-8 The system allows users to view maps that illustrate fixed route bus routes and bus stops relative to trip origins and destinations. Core 3.d-9 The system provides for manual mapping of addresses if the system map does not recognize an address. Core 3.d-10 The mapping system is fully compatible with the mapping system used by tablets and based on an open architecture and integrated with Automatic Vehicle Locator (AVL) and tablet technology. Core 3.d-11 The system supports real-time and batch rescheduling. Core 3.d-12 All trip time changes are within the original promised time window and permit the rider to meet a stated appointment time. Core 3.d-13 The system maintains an open return list (e.g., will calls) for passengers with an uncertain pickup time for the return leg of a trip (e.g., after a medical appointment of uncertain duration). Core 3.d-14 When vehicles are removed from a service, the system converts any previously assigned trips for that vehicle to the status “unassigned” for reassignment. The system supports reassignment of all trips to a new vehicle/driver. Core 3.d-15 For cancellations, or changes to the pick-up time on a route, the system recalculates the remaining pick- up and drop-off times. Core 3.d-16 The system allows the user to mark specific trips as “critical” or exempt from automated modification. If a critical trip must be modified manually, the system provides sufficient controls or notifications to the dispatcher. Core 3.d-17 The system avoids sending a vehicle that does not meet the needs of the passenger’s disability. Core ID Client Management Specifications Feature Response 3.d-18 The system features automatic trip optimization. The system continuously updates and adjusts trips based on vehicle position, trip cancellations, and no- shows. Automatic trip optimization maximizes service efficiency while reducing the need for manual schedule adjustments. Advanced 3.d-19 The system integrates with mapping and vehicle location services to perform route optimization functions and scheduling based on updated street Advanced Page 20 of 103 Rev. 2021.06.04 ID Client Management Specifications Feature Response network data. Route and turn-by-turn driving directions are highly desirable. 3.d-20 The system allows the DRO to easily add, remove, and modify service boundaries based on service type and driver. Advanced 3.d-21 The system routes and schedules trips according to configurable parameters including: 1. Shared rides 2. Pick up time window 3. Drop-off time 4. Mobility aids or mobility restrictions 5. Number of passengers/space available in vehicle 6. Assignment of runs to specified geographical zones The system allows DROs to modify all parameters. Advanced e. Dispatching ID Dispatching Specifications Feature Response 3.e-1 The system displays the following minimum information for dispatchers for all pick up/drop off: a. Vehicle number b. Passenger name, last name first c. Number of passengers, including attendants and companions. d. Pickup and drop-off address e. Promised arrival time window f. Estimated time of arrival g. Any special needs or problem address h. Notes Core 3.e-2 The system provides necessary dispatching tools for making service day operational decisions. At a minimum, this includes tools for same day and standby trips, canceled trips, no-shows, late riders, vehicle breakdowns, and open returns. The system allows the dispatcher to move trips, change drivers and vehicles, and adjust the schedules. Core 3.e-3 The system allows for a specific driver to be assigned to a route and allows the dispatcher to change a vehicle number. Core 3.e-4 The system allows dispatchers to override routing due to road construction and traffic pattern changes on a one-day or permanent basis. Core 3.e-5 The system allows dispatchers to schedule driver breaks. Core 3.e-6 The dispatching module displays: 1. Selected route and associated trip details 2. Vehicle ID numbers and locations updated at least every 30 seconds 3. Scheduled arrival times 4. Real-time arrival predictions and on-time performance 5. Client names and the number of passengers per trip Core Page 21 of 103 Rev. 2021.06.04 ID Dispatching Specifications Feature Response 3.e-7 The dispatching module displays one route at a time or multiple routes. Core 3.e-8 The system allows the user to display a list of all of the day’s scheduled trips for a client. Core 3.e-7 The system allows the dispatcher to manually override each trip's assigned route and pickup or drop-off time. Core 3.e-8 The system allows the dispatcher to override batched trips and manually move them to an alternate route. Core 3.e-9 The system allows users to easily transfer passenger trips from a selected route(s) based on least incremental mileage. Core 3.e-12 The system provides the number of trips for each route and track driving speed history. Core 3.e-13 The system displays all dispatch activity for any route and allow the dispatcher to add dispatch activity notes. Core 3.e-14 The system allows the dispatcher to transfer single trips or a block of trips between vehicles/drivers. Core 3.e-10 The system logs all dispatcher actions and attributes them to the logged in user. Core ID Client Management Specifications Feature Response 3.e-16 The system allows dispatchers to see: 1. Cancellations and insertions occurring within a configurable timeframe 2. Runs not covered by a driver 3. Unassigned trips Advanced 3.e-17 The system has dispatching tools that are simple to use and efficient to enter and retrieve information. The dispatching solution that is flexible and configurable for each dispatcher allowing dispatchers to create custom dispatch data views based on the type of dispatching methods performed. Advanced 3.e-18 The system allows the DROs to manage unexpected enroute origin and destination changes. Advanced 3.e-19 The system provides the DROs with two-way text messaging from dispatch to DRO. Messages shall be saved or archived in the system for future reference. Advanced 3.e-20 Incoming messages from drivers are grouped by vehicle/driver and sorted by prioritization (e.g., high priority messages on top). All messages include an audible tone or notification to alert the dispatcher when messages are received from the driver display solution. Advanced 3.e-21 The system notifies dispatchers when a vehicle is running late by a configurable amount of time. These parameters are configurable based on the parameters set by the individual DROs (e.g., Client type, ADA status, etc.). Advanced Page 22 of 103 Rev. 2021.06.04 f. Driver Display Functionality ID Driver Display Functionality Specifications Feature Response 3.f-1 The driver display provides drivers with an overview of their complete schedule/manifest and allows them to view details for any pickup/drop off. Details include: 1. Client name(s) and companions/PCA 2. Mobility aids used by clients 3. Dispatch and scheduling comments 4. Fare/sponsor 5. Pickup and drop-off address and any applicable notes 6. Pickup and drop off window/appointment time 7. Business name/building name for each pickup or drop-off Core 3.f-2 The driver display or tablet requires the Driver to logon using the DRO assigned credential. When applicable, the driver display allows the driver to enter (or confirm) the current odometer reading for the vehicle. Core 3.f-3 The driver display includes demand response- specific functionality to display electronic manifests and receive updates in real-time from the Vendor provided dispatching system. Updates include changes to the schedule, trip specific detailed updates, cancellations, and additions to the manifest. Core 3.f-4 The driver display allows the driver to easily scroll through the entire manifest. Core 3.f-5 The driver display allows the driver to: Arrive, perform, cancel, and no-show trips as required by the DROs. Core 3.f-2 The driver display displays mapping using the same mapping software used to schedule the route. Core ID Driver Display Functionality Specifications Feature Response 3.f-7 Additional trip information includes: 1. Map view 2. Trip ID 3. Client type (e.g., Attended) 4. Estimated time to arrival at destination Advanced 3.f-8 Where applicable, the driver display includes a pullout and pull in checklist for Drivers at the start and end of service. Items included on the checklist are configurable by the DROs. Advanced 3.f-9 The system allows drivers to provide pickup and drop-off comments for each trip. The system synchronizes with the client record and is available for future passenger trips. Advanced 3.f-10 The driver display shows the vehicle’s current odometer reading as calculated by the previous odometer entry and allows the DRO to manually correct the calculated vehicle odometer value. Advanced Page 23 of 103 Rev. 2021.06.04 ID Driver Display Functionality Specifications Feature Response 3.f-3 The driver display provides integrated canned messages that drivers may send to dispatch. Integrated canned messaging includes DRO- customizable messages that can be sent directly from the driver display to dispatch. Advanced g. Billing and Invoicing ID Billing and Invoicing Specifications Feature Response 3.g-1 The system supports trip pricing through a billing and payment feature. The system supports any combination required by the DROs: 1. Zone 2. Vehicle miles and/hours (service & revenue) 3. Passenger (rider) mile 4. Direct mile (Taxi) 5. Flat rate 6. Hourly 7. Fixed route fares Core 3.g-2 The system includes tariff management tools to administer all fare price and fare structure. The Agencies will establish the price of fares. Core 3.g-3 The system handles billing and invoicing functions for riders/trips. Core 3.g-4 The system allows the Agencies to generate and print monthly billing invoices for payment. The system generates and prints reports in a CSV or equivalent spreadsheet format. Core 3.g-5 The system automatically generates mailing labels for client billing and invoicing. Core 3.g-6 The Vendor supports Payment Integration with State programs as a funding source for billing and payment. Vendor payment solutions provide Payment Card Industry Data Security Standard (PCI- DSS) compliance and Vendor provides evidence of PCI compliance upon request by the DROs. Core 3.g-7 The Vendor works with the DROs to confirm reporting level of detail for billing and invoicing purposes. Billing reports shall include, at a minimum: 1. Trip date(s) 2. Passenger name and number of passengers 3. Pickup/drop off location(s) 4. Total number of trips by passenger 5. Total amount owed for each trip Core 3.g-8 The Vendor provides customer service support to the DROs during system and financial audits. Advanced 4 Customer Applications Customer-facing applications provide end-users with tools needed to schedule and manage rides, manage their Client profile, facilitate customer self-service, and alert riders when their vehicle is approaching. Describe the Vendor’s proposed solution for each of the following specifications. If a specification is not applicable, please explain. Page 24 of 103 Rev. 2021.06.04 a. Mobile Applications ID Mobile Applications Specifications Feature Response 4.a-1 The Vendor provides Mobile Applications and website user interface and user experience accessibility testing using a qualified accessibility expert with relevant experience utilizing assistive technologies. Core 4.a-2 The Mobile Applications are designed and tested for cross-platform compatibility, including Android and iOS mobile application platforms. Core 4.a-3 The Mobile Applications support the most recent version of Google Android and Apple iOS mobile platforms at launch. Mobile Applications will be backwards compatible with a minimum of two (2) previous versions. Core 4.a-4 The Mobile Applications are free to download from Apple App Store or Google Play Store. Core 4.a-5 The Mobile Applications support the following functions: 1. Create an account 2. Link Client ID 3. Manage account (payment, contact information, personal care attendant, emergency contact and frequent address of travel) 4. View scheduled trips 5. Book a trip 6. Modify a trip 7. Cancel one or many trip reservations Core 4.a-6 The Mobile Applications support shared permissions allowing personal care attendants or caregivers to manage customer profile, book a trip, modify a trip or cancel a trip. Core 4.a-7 The Mobile Applications send a notification to the user when the ride is approaching/on the way. Core 4.a-8 The Mobile Applications adhere to branding guidelines of the DROs and will be approved during Final Design Review (FDR). Core 4.a-9 The Mobile Applications display text in alternate languages including, but not limited to, Spanish. Core 4.a-8 The Mobile Applications are intuitive, easy to use, and meet relevant accessibility standards of the ADA, World Wide Web Consortium. Core 4.a-9 The system’s Mobile Applications are integrated with the DROs’ fare structures and reservations systems to allow the customer to indicate their payment preference when making a reservation (e.g., cash, payment card, etc.). Core 4.a-12 The system’s Mobile Applications allows customers to view the vehicle’s location and estimated pickup (arrival) time on a map-based interface. Advanced Page 25 of 103 Rev. 2021.06.04 b. Customer Website ID Customer Website Specifications Feature Response 4.b-1 The self-service Customer Website supports the following functions: 1. Apply for demand response eligibility 2. Create an account 3. Link Client ID 4. Manage account (payment, contact information, personal care attendant, emergency contact and frequent address of travel) 5. View scheduled trips 6. Book a trip 7. Modify a trip 8. Cancel one or many trip reservations Core 4.b-2 The Customer Website s is compatible with Windows and Apple operating systems and support the current browser version in addition to the previous three (3) versions. The Customer Website Portal functions on a desktop device (such as a PC), tablet, and wireless smartphone using popular browsers, including but not limited to: Chrome, Edge, Internet Explorer, Firefox, and Safari. Core 4.b-3 The Customer Website supports shared permissions allowing personal care attendants or caregivers to manage customer profile, book a trip, modify a trip, and/or cancel a trip. Core 4.b-4 The Customer Website adheres to the branding guidelines of the DROs and will be approved during FDR. Core 4.b-5 The Customer Website displays text in alternate languages including, but not limited to, Spanish. Core 4.b-6 The Customer Website is intuitive, easy to use, and meet ADA accessibility standards. Core 4.b-7 The Customer Website allows customers to view the vehicle’s location and estimated pickup (arrival) time on a map-based interface. Advanced c. Phone Notification ID Phone Notification Specifications Feature Response 4.c-1 The system interfaces with an interactive voice response (IVR) system to provide customer alerts related to trip reminder and real-time arrival information. Core 4.c-2 The system provides the name of the DRO and welcome message as its first response when the IVR is initialized. The system allows additional messages to be spoken after the welcome message as part of the IVR-decision flow. Core 4.c-3 The system allows users to interact with the system using their voice or telephone keypad. Core 4.c-4 The system supports a skip-ahead feature that allows the customer to choose their option at any point. Core Page 26 of 103 Rev. 2021.06.04 ID Phone Notification Specifications Feature Response 4.c-5 The system supports a time-out parameter when no voice or no-keypad tone is identified, the customer is transferred to a Customer Service Representative. The time-out parameter will be approved by the DROs. Core 4.c-6 The system supports languages including, but not limited to, English and Spanish. Core 4.c-7 The system supports incoming calls through an automated menu where customers are encouraged to use an automated menu as a first choice before being transferred to a Customer Service Representative. Core 4.c-8 The Vendor provides a list of IVR recordings and prompts to the DRO for review and approval prior to implementation. The system permits DROsto customize system prompts and customer information messages at no charge. Core 4.c-9 In addition to customer alerts, the system supports messages related to eligibility requirements, usage policies and important contact information specific to the DROs. Core 4.c-10 The system allows prompts to the customer to identify a trip reservation, cancel one or many reservations, and confirm the cancellation. Core 4.c-11 The system is configurable and allows the DROs to configure the reminder and arrival parameters. The DROs will define these parameters during initial implementation. Core 4.c-12 The system contacts the customer with a reminder call about their trip the day before their scheduled service. Core 4.c-12 The system contacts the customer the day of their service trip with a service reminder when the vehicle is fifteen (15) minutes away from arrival. Core Page 27 of 103 Rev. 2021.06.04 5 Reporting. Describe the Vendor’s proposed solution for each of the following specifications. If a specification is not applicable, please explain. a. General Reporting ID General Reporting Specifications Feature Response 5.a-1 The system includes a reporting module that meets all National Transit Database and Federal Transit Administration reporting requirements and allows for the quick analysis of performance and service metrics such as: 1. Overall system report 2. Service hours and miles (revenue and non- revenue) 3. Deadhead hours and miles 4. No-Shows/Cancellations 5. Ridership and passenger hours 6. Client Management (e.g., new clients, suspended clients, etc.) 7. On-time performance 8. Trips and Trip origins and destinations 9. Billing and Invoicing 10. Taxi and Brokered services report 11. System Performance Monitoring 12. National Transit Database (NTD) 13. The standard North Carolina reporting package, including operating statistics, origin destination data, and vehicle utilization. Core 5.a-2 The system supports reporting analyses through ad hoc report generation. The system includes at least the following: 1. A display of the number of passengers per vehicle for a user-specified time interval 2. The number of cancellations, no-shows and late pick ups for a given rider for a user- specified data range 3. A query of trips by vehicle ID, rider ID, rider name, location name, zone, city, type of trip (e.g., ambulatory, subscription, canceled), travel duration, travel time interval, etc. Core 5.a-3 The system runs reports based on service type (e.g. Demand response or Shuttle Van) and service days (weekday, Saturday, or Sunday) is required. Core 5.a-4 The Reporting System first presents data in a summary format and then allows the DRO staff to drill-down and drill-through the tables for further details. Any graphical illustrations are provided as necessary. Core 5.a-5 The system runs custom reports using any of the data elements included in the database. Custom reports are intuitive and require minimal user configuration. Core 5.a-6 The system provides the DROs and the State with access to both aggregated and non-aggregated raw data for research and reporting. Core 5.a-7 The system allows users to generate and save ad hoc reports easily. Core Page 28 of 103 Rev. 2021.06.04 ID General Reporting Specifications Feature Response 5.a-8 The system allows reports to be viewed on screen, sent to a printer or saved to a file. Core 5.a-9 The Reporting System allows report files to be exportable as pdf, Word, Excel, and GIS data formats. Origin and destination reports shall export location addresses as well as geocoded coordinates. Core 5.a-10 The Vendor provides the DROs with a list of available reports, sample of detail reports and degree to which the reports can be customized. Core 5.a-11 The Reporting System provides standard reports based on stored data. The DROs prefer the standard reports provide at least the following features: 1. Log on/ Log off Summary 2. Trips Provided 3. Non-Revenue vehicle hours 4. Passenger travel time by run, trip and user group 5. Cancellations 6. No-shows 7. Vehicle hours/miles 8. Driver??? attributes (DL endorsement, expiration, certification) Core 5.a-12 The Reporting System accesses the database to allow technical staff to generate, create and save ad hoc reports. Core b. Performance Monitoring and Analytics Performance monitoring, reporting, and data analytics are part of the ongoing operations and maintenance for Vendor’s proposed solution. Describe the Vendor’s proposed solution for each of the following specifications. If a specification is not applicable, please explain. ID Performance Monitoring and Analytics Specifications Feature Response 5.b-1 The Vendor creates canned reports that can be run, viewed, and downloaded by the DROs using a Vendor-provided Reporting System. Core 5.b-2 The system generates reports without manual data entry by the Vendor wherever possible. Core 5.b-3 The reports include tables and graphical charts showing the current and historical performance of each device or feature of the system under measurement where applicable. Core 5.b-4 The reports include a calculation of any credits to be assessed in the current month based on current and prior performance. Core 5.b-5 The Vendor commences performance reporting during Pilot Testing and continues to perform this activity throughout the operations agreements. Core 5.b-6 The system provides data and reports in a consistent format (e.g., CSV or equivalent spreadsheet format) and structure to support status reporting for active projects/contracts across participating DROs. Core Page 29 of 103 Rev. 2021.06.04 6. Implementation Describe the Vendor’s proposed solution for each of the following specifications. If a specification is not applicable, please explain. a. System Design Reviews ID System Design Reviews Specifications Feature Response 6.a-1 The Vendor prepares a comprehensive System Design/Configuration set of documents (SDD) describing the functionality, user interfaces, network and system interfaces, and other elements to fully describe the system. Core 6.a-2 The SDD includes at a minimum: 1. System overview, architecture, and configuration information 2. All onboard and system software and functionality 3. All system interfaces, including data communications and interfaces with other systems 4. All system configurations for all of the participating DROs 5. Performance measures and overall testing and acceptance process Core 6.a-3 The Vendor presents the design documents and related information in initial implementation meetings. The Vendor facilitates a general demonstration of the system identifying each application or module provided under this Contract. The Vendor clearly articulates to the DROs the decisions required to configure the system or design elements of the system. Core 6.a-4 Design review meetings will be held at DRO offices or using approved video conferencing tools and will include an overall System Design Review meeting, followed by detailed reviews for each application or module provided by the Vendor. This includes: 1. Client Management 2. Reservations and Scheduling 3. Dispatching and operations 4. Fare payment 5. Customer applications (e.g., mobile app, phone, website) 6. On-demand services 7. Reporting 8. Integrations 9. Hardware (e.g., mobile data terminal (MDT) or tablets) 10. System support and maintenance Core 6.a-5 The Vendor conducts interactive workshops using demonstration equipment to “walk through” system operation and develop the screens for all user interfaces. Core Page 30 of 103 Rev. 2021.06.04 ID System Design Reviews Specifications Feature Response 6.a-6 The Vendor conducts interactive workshops to demonstrate the system operation's final design, including final screens for user interfaces and customer facing applications. Core 6.a-7 If preferred by the DRO, the Vendor conducts a series of design meetings with the DROs throughout the project implementation rather than conduct the initial implementation meetings. If this is the preferred method, the Vendor must clearly describe the alternative process in the proposal. Core b. Testing ID Testing Specifications Feature Response 6.b-1 The Vendor provides all labor and materials required for system testing, including but not limited to multiple phone types and sizes across iOS and Android platforms, funding sources, and all support services and facilities required to test the system. Core 6.b-2 The Vendor prepares and submits a comprehensive testing plan for review and approval by the DROs. Core 6.b-3 The Vendor documents all tests. The DOR and the Vendor will monitor and sign off to indicate completion of the tests. Core 6.b-4 The Vendor provides a comprehensive set of test use cases and testing scripts for the DROs to use to test the system. Testing includes: 1. All features and functions provided under this Contract, configured for the Agencies as determined during design review 2. Testing setup/pre-conditions, step by step instructions to complete the test and expected results for each test 3. Test success/acceptance criteria The Vendor generates sufficient data to thoroughly test the reports provided under this Contract for reporting testing. Core 6.b-5 The Vendor provides the testing use cases to the DROs no later than two (2) weeks prior to the start of testing for review and approval. Core 6.b-6 The Vendor corrects any and all software not passing inspection or testing and retests it at no additional cost to the DRO. Core 6.b-7 The DRO may, at its discretion, assign aDRO representative to witness and or/audit all testing. Core 6.b-8 Prior to the start of any formal testing, the Vendor conducts a “dry-run” review and testing of software components to identify and resolve any issues that arise. Core 6.b-9 The Vendor provides a test environment for the system to fully test all features and functions provided under this Contract. The testing environment will be separate from the development and production environments. Core Page 31 of 103 Rev. 2021.06.04 ID Testing Specifications Feature Response 6.b-10 The Vendor facilitates and leads three (3) stages of testing: 1. Functional Testing 2. Pilot Testing or Public Beta Testing 3. System Acceptance Testing (SAT) Core 6.b-11 Successful completion of each of the three (3) testing stages will be subject to the approval of the DROs based on the test criteria mentioned in specification 6.2-10. Core 6.b-12 Functional Testing includes comprehensive testing of the system as configured for the DROs. Testing is conducted on all components provided under this Contract. The Vendor completes functional tests for the application which demonstrate and verify all functions provided as part of this Contract, including the review and usability testing of all user-accessible screens and commands. Core 6.b-13 After Functional Testing is successfully completed, Vendor provides a Functional Testing report to the DROs for review and approval before the Vendor proceeds to the next stage of testing. Core 6.b-14 For DROs conducting optional Public Beta Testing, the Vendor facilitates Public Beta Testing of the Mobile App and supports all public beta testers including, but not limited to: 1. Recruiting public beta testers 2. Support beta testers through the testing phase 3. Summary of issues identified by beta testers 4. Readiness report for Go-Live Core 6.b-15 The Vendor provides a minimum of one (1) week onsite support during public launch. Core 6.b-16 SAT begins after full public launch of the complete solution for all system components and will continue for 45 days. Core 6.b-17 SAT is performed in the production environment with all features and functions provided under this Contract. Core 6.b-18 The Vendor supports all elements of SAT, including, but not limited to, system maintenance, reporting, and customer support. Core 6.b-19 If the applicable performance requirements defined in agreed SLA are not attained during the 45-day period, the SAT is extended a minimum of 90-days to allow for three consecutive 30-day periods in which the requirements are met. Core 6.b-20 The Vendor identifies and implements remedial action at no cost to the DRO if an applicable system component fails to conform to specifications or performance requirements during SAT. Core 6.b-21 During SAT, the DRO and the Vendor meet no less than two (2) times per week to discuss progress, issues, and results. The Vendor provides formal reports on system performance at the end of the 45- day period. Core Page 32 of 103 Rev. 2021.06.04 ID Testing Specifications Feature Response 6.b-22 The Vendor provides all testing data, reports, and other testing information to the DROs for review and approval within 10 days following the Completion of SAT. Core 6.b-23 The Vendor is responsible for all system operation and maintenance until the DROs issue approval of SAT. Core c. Training and Manuals ID Training and Manuals Specifications Feature Response 6.c-1 The Vendor offers comprehensive onsite training to the DROs’ staff on all provided hardware and software. Digital copies of user manuals, training materials, and all other system documentation will be made available to the DROs. Core 6.c-2 The Vendor provides all training materials in either Microsoft Office or Adobe PDF and shall provide permission to the DROs to reproduce copies as needed. Core 6.c-3 The Vendor keeps all training materials current based on current modifications and releases. The date and version shall be tracked on all training materials. Core 6.c-3 The Vendor provides training courses for at least the following positions: 1. Scheduler 2. Dispatcher 3. Administrative Staff 4. DRO Training Instructors (Train the Trainer) 5. DROs 6. Customer Service Representatives 7. Transportation Supervisors and Managers 8. System Administrator/System Engineer (IT Staff) 9. Database Administrator (IT Staff) Core 6.c-4 The DROs will provide employee list and number of staff attending above training sessions during Training Plan review. Core 6.c-5 The Vendor conducts training prior to Pilot Testing for the selected employees participating in Pilot Testing. All DROs must be trained before SAT. Core 6.c-6 The Vendor provides additional training and updated training materials to the DROs prior to SAT at no additional cost under the following circumstances: 1. If major modifications are made to the system after the initial training due to system upgrades or changes made under warranty or 2. If SAT occurs at least six (6) months after the completion of training, due to delays for which the Vendor is responsible. Core Page 33 of 103 Rev. 2021.06.04 ID Training and Manuals Specifications Feature Response 6.c-7 During the System Maintenance Agreement (SMA) period, the Vendor provides additional training to DRO staff at no additional cost. Additional training may include pre-recorded sessions, however, live support from the Vendor is provided to answer any follow up questions from trainees. Core 6.c-8 The Vendor provides an online-based training module (on-demand version) that is built into the base system and allows for future training of the DROs. Core 6.c-9 The Vendor provides a Training Plan, including objectives, schedule, and course outline to the DROs for review at least four (4) weeks in advance of the start of training. The Training Plan shall include: 1. Total number of onsite training session(s) proposed 2. Total number of web-based training session(s) proposed 3. List of training course(s) 4. Number of classes per course 5. Maximum number of attendees per class 6. Preferred day and duration of sessions Core 6.c-10 The Training Plan shall be approved by the DROs prior to the start of any trainings. Core 6.c-11 The Vendor furnishes all tools, equipment, and training aids to conduct training courses during the training course. Core 6.c-12 The Vendor provides an instructor with a thorough knowledge and understanding of the system. In addition, the instructor has a familiarity within transit and will effectively leads students in a classroom setting. Core 7. Ongoing System Operations and Maintenance Describe the Vendor’s proposed solution for each of the following specifications. If a specification is not applicable, please explain. a. System Maintenance Agreement (SMA) ID System Maintenance Agreement (SMA) Specifications Feature Response 7.a-1 Provide a SMA that covers the operations and maintenance of the system for a period of two (2) years plus three (3) one- (1-) year options for a total of five (5) years. Core 7.a-2 During the SMA, the Vendor retains responsibility for the operations and maintenance of the services, applications and any hardware provided . Core 7.a-3 The Vendor provides comprehensive testing during the SMA for any significant changes to the system. The determination of the significance of the change will be collaboratively determined between the Vendor and the DROs’ representatives. Core Page 34 of 103 Rev. 2021.06.04 ID System Maintenance Agreement (SMA) Specifications Feature Response 7.a-4 The Vendor provides at least five (5) business days’ notice to the DROs before deploying system updates to Production, except when critical updates require immediate action. Core 7.a-5 The Vendor ensures the system is up to date with OS level security updates and patches. Core 7.a-6 The Vendor implements Change Management Processes for software and application releases. Core 7.a-7 The Vendor provides maintenance support when new OS versions are released and deployed to the system. Core 7.a-8 The Vendor releases new versions of the Mobile Apps, including obtaining approval through app store deployment processes. Core 7.a-9 The Vendor maintains the app store pages and metadata for the Mobile Apps and configuring the application for free downloadable. Core 7.a-10 The Vendor monitors the System for security threats and vulnerabilities and notifies the DROs immediately in the event of a suspected breach of the System for DROs, rider(s), or identified fraudulent use. Core 7.a-11 The Vendor provides a phone number and e-mail account for the reporting of software defects or malfunctions, and system outages, 24-hours a day, 7-days a week. Core 7.a-12 During the SMA, the Vendor responds to reports of system outages within 15-minutes of notification, 24-hours a day, 7-days a week. A fully qualified service representative arrives onsite within 24- hours after being contacted by the DROs if it is determined that a physical presence is needed to resolve the identified issue. Core 7.a-13 During the SMA, the Vendor responds to a report of any software defect or malfunction within two (2) hours of notification. A fully qualified service representative arrives onsite within 24-hours after being contacted by the DROs if it is determined that a physical presence is needed to resolve the identified issue. Core 7.a-14 The Vendor attempts to fix software problems impacting revenue collection within three (3) hours of being reported. Core 7.a-15 If the software problem impacts revenue collection, and the repair will take longer than three (3) hours, the Vendor reports the cause of the problem as soon as it becomes evident and provides status reports at least every four (4) hours thereafter, until the problem is corrected, or a workaround is established. Core 7.a-16 The Vendor submits to the DROs, no less than monthly, a notification of planned modifications and updates to the system, upgrade schedules, and a calendar of key dates for system changes for the coming three (3) months and beyond. Core Page 35 of 103 Rev. 2021.06.04 b. Service Level Agreement (SLA) and Key Performance Indicators (KPIs) ID Service Level Agreement (SLA) and Key Performance Indicators (KPIs) Specifications Feature Response 7.b-1 The system completes reports within five (5) minutes of initiating the generation or creation of a standard or ad-hoc report. Core 7.b-2 The maximum average response time for all dispatch functions averages less than twenty (20) seconds for up to twenty (20) active workstations using the hardware and software in the Specification. Core 7.b-3 The system supports each DRO’s rider base within the service area without any appreciable degradation of overall system performance. Core 7.b-4 The system schedules a full day’s trips in less than thirty (30) minutes. Core 7.b.5 System accuracy is determined based on any incident where a device or backoffice-generated transaction is recorded incorrectly within the associated system. See below: Core c. Issue Resolution and Remedies ID Issue Resolution Team (IRT) Specifications Feature Response 7.c-1 The Vendor and the DRO will establish an Issue Resolution Team (IRT) for each participating DRO as part of the ongoing operations and maintenance. The IRT will be established prior to Pilot Testing/Public Beta Testing and evaluates the system and back-office issues throughout the term of the Contract. Core 7.c-2 The intent of the IRT is to create a clear and consistent process to settle disputes based on the requirements and facilitate resolution for issues related to the Vendor-provided system. The IRT will use best judgment to collaboratively address scenarios where the requirements are silent or unclear. If the IRT cannot resolve a decision or dispute collaboratively, the DRO representative will make the final and binding decisions for any dispute that remains open by the IRT after a period of 10 business days. Core 7.c-3 The IRT shall evaluate failures and determine the severity and remedies assessed against the monthly SMA payment. Core Page 36 of 103 Rev. 2021.06.04 ID Issue Resolution Team (IRT) Specifications Feature Response 7.c-4 At a minimum, critical failures shall include incidents that produce a major or substantial business impact or impact to normal operations, such as: 1. Non-trivial loss of revenue or expense 2. Significant negative customer experience 3. Limited or loss of access to a production application 4. System operation at a degraded level, such that normal business operations cannot be conducted. 5. Application or system experiencing continual or repeated issues Core 7.c-5 A credit to the DRO’s monthly subscription service payment will be assessed for a failure to meet any KPIs identified as having an associated credit. Core 7.c-6 A failure will result in the percentage in the “Credit Assessed” column being applied to the full amount of the operations payment identified in the “Payment Impacted” column for the month of measurement. Core 7.c-7 A failure to meet the same KPI for two (2) or more months in a row will constitute a persistent failure and result in a multiplier being applied to the credit percentage. Core 7.c-8 The credit multiplier will increase by a factor of one for each month that a KPI is not met (e.g., if a KPI is not met two (2) months in a row, the credit will be doubled in the second month; if a KPI is not met three (3) months in a row, the credit will be tripled in the third month). Core 7.c-9 Successfully meeting a KPI will end a persistent failure and reset the credit multiplier. Core 7.c-10 The total credit applied to an SMA payment will be capped at 25% of the full amount of that payment in a calendar month. Credits will not be carried over from month to month. Core 7.c-11 The Vendor reports on credits in the system performance reports and deducts credits directly from any invoices submitted to the DROs. Core 7.c-12 System accuracy is determined based on any incident where a device or back office-generated transaction is recorded incorrectly within the associated system. See below the chart below for requirements and remedies for the devices. Core Page 37 of 103 Rev. 2021.06.04 ID Issue Resolution Team (IRT) Specifications Feature Response 8. Priced Options Please respond to the following specifications by describing the Vendor’s solution, service and/or products for each specification. If a specification is not applicable, please explain. . a. Hardware (Option) Vendor may only offer for purchase or lease to DORs the items listed in the table below under this contract. The NCDOT Contract Administrator reserves the right to remove Vendor from this contract if Vendor offers to DROs, under this contract, items that are not listed in the table. Hardware Description Ruggedized Tablets Extremely portable solid state computing devices engineered from inception to work in extreme temperatures and other harsh conditions. Ruggedized tablets have a rugged shell and can withstand drops, jolts, etc. Tablets are characterized by a single touch screen input mechanism and may or may not include an attachable keyboard. Integrated Payment Systems Automates payment acceptance to accept credit card payments directly with the DROs existing software. Closed-circuit Television (CCTV) The use of video cameras to transmit a signal to a specific place on a limited set of monitors for surveillance and security purposes. Peripheral Components Must be able to attach to, work with, and be supported by, the Ruggedized Tablet Units, the Integrated Payment Systems, and the CCTV systems described elsewhere herein. Peripherals must be present with the general offerings of the manufacturer, and as such, normally available from the manufacturer represented. Peripherals considered within the scope of this contract are monitors, input devices (keyboards, mice), docking stations, memory, cases, etc. b. Payment Hardware (Option) Describe how the solution handles transaction, billing, invoicing, and payment processing functions. ID Integrated Payment Specifications Feature Response 8.b-1 The Vendor is responsible for settlement of funds, reconciliation accounting, and the DROs’ apportionment. Option 8.b-2 The Vendor reconciles refunds, chargebacks, and adjustments. Option Page 38 of 103 Rev. 2021.06.04 ID Integrated Payment Specifications Feature Response 8.b-3 The system secures transmission and storage of Personal Identifiable Information (PII) acquired and used by the system for payment integration and processing. Option 8.b-4 Confidential and sensitive data is encrypted and transmitted securely throughout the system. Option 8.b-5 Customers may add, modify, and delete payment methods to their customer account. Option 8.b-6 Customers may utilize all major payment card brands (i.e., Visa, Mastercard, American Express, and Discover) to purchase fare. This includes the use of Transit Benefit credit/debit cards, pre-paid transit credit/debit cards, and payment cards issued for government-funded or sponsored funds for low-income riders to purchase fare. Option 8.b-7 The Vendor prepares financial reports that include daily, weekly, monthly, quarterly, and annual sales and revenue for the DROs. Option 8.b-8 The system allows for multiple funding sources per rider and at least one funding source per rider per trip. Describe how funding data are stored and how funding sources are selected or automatically applied to trips. Option c. Onboard Hardware, Data Communications, and Installation (Option) ID Onboard Hardware, Data Communications, and Installation Specifications Feature Response 8.c-1 The Vendor provides driver displays (tablets) and all associated mounting hardware, cables, and communications components. All Vendor- provided equipment is consistent across the fleet, allows staff to easily swap equipment (including mounting hardware and devices), and includes adequate data communications. Option 8.c-2 Vendor installs all onboard equipment through close collaboration with the DROs. Option 8.c-3 The driver display mount complies with US heavy duty vehicle Society of Automotive Engineers (SAE) J1455 standard. Option 8.c-4 The driver display is a ruggedized device suitable for operations in a transit environment. Option d. On-Demand Trips (Option) ID On-Demand Specifications Feature Response 8.d-1 The system supports on-demand scheduling, where trips can be requested the same day. On- demand scheduling does n