Pre-Proposal Conference Interactive Voice Response (IVR) System - - PowerPoint PPT Presentation

Pre-Proposal Conference

Interactive Voice Response (IVR) System

RFP NO. 2020-FP-04 Date Issued: March 4, 2020

DATES TO REMEMBER

Pre-Proposal Conference: The purpose of this meeting is to provide an overview of the requirements of the project and to answer any questions you may have concerning this procurement. Any questions or clarification needed after the pre-qualification conference must be through a RFI submission to procurement@ccrta.org. Request for Information/Equal (Appendix J) Wednesday, March 25, 2020, by 3:00 PM (CST)

• Please submit one form for each Request for Information/Approved Equals to procurement@ccrta.org.

CCRTA’s Response to Request for Information Due Wednesday, April 1, 2020

• Responses will be posted as an addendum to the CCRTA’s website at www.ccrta.org/news-opportunities/business-with-us/.

Proposals are Due Wednesday, April 15, 2020 by 3:00 PM (CST)

• Written proposals are due no later than 3:00 PM (CST). All proposals must be received at the CCRTA's Staples Street Center located

at 602 N. Staples Street, Corpus Christi, Texas 78401 prior to deadline.

• If hand delivered – Staples Street Center, 3rd Floor, Reception area at 602 N. Staples Street, Corpus Christi, Texas 78401 by 3:00 PM

(CST), April 15, 2020.

• Proposals will be valid for one hundred eighty (180) calendar days from the due date.
• It is the responsibility of the Proposer to ensure that the sealed proposal is delivered prior by the deadline.
• Proposals received after the deadline will not be accepted and will be returned to the Proposer unopened.
• Best and Final Offer – May request BAFO from many or all proposing firms.
• Contract Awarded (Tentative) June 3, 2020.

The CCRTA’s Board of Directors will meet to award a Contract to the successful Proposer.

REQUEST FOR PROPOSALS For INTERACTIVE VOICE RESPONSE (IVR) SYSTEM RFP NO.: 2020-FP-04 Date Issued: March 4, 2020 Proposals will be received at the offices of the Corpus Christi Regional Transportation Authority, hereinafter called the "CCRTA", at 602 N. Staples, Corpus Christi, Texas 78401 until 3:00 p.m. (CST) Wednesday, April 15, 2020 for Interactive Voice Response (IVR) System. The CCRTA is requesting proposals from qualified firms with experience in implementing an Interactive Voice Response (IVR) System to provide route, schedule, real-time, and general customer service information. The proposer will be responsible for providing goods and services in accordance with the scope of services described herein. The installation of the Interactive Voice Response (IVR) System must be completed within 120 days after an award has been made. It is anticipated that any supplies under the resulting contract from this solicitation may be funded by the Federal Transit Administration (FTA) 5339 fund (Grant Number TX-2019-052) and is contingent upon funding availability; therefore, all rules and regulations related to the funding source apply.

Proposals will be valid for one hundred eighty (180) calendar days from the due date.

Copies of this Request for Proposals (RFP) and information may be obtained from the CCRTA website at www.ccrta.org/news-

• pportunities/business-with-us/. Further information may be obtained from Sherrié Clay, Procurement Administrator, at (361) 289-2712.

The CCRTA has a Disadvantaged Business Enterprise (DBE) program, and has determined that a ZERO PERCENT (0%) DBE participation has been established for this contract. The CCRTA encourages the Prime Contractor to offer contracting opportunities to the fullest extent possible through outreach and recruitment activities to small, minority and disadvantaged businesses. For additional information, please contact Laura Yaunk, DBE Liaison Officer, at (361) 903-3461.

APPLICABLE DOCUMENTS

For the purposes of this procurement, the following proposal documents are applicable:

• Request for Proposals,
• Instructions to Proposers,
• Special Instructions,
• Scope of Work,
• Standard Service Terms and Conditions,
• Federal Supplemental Conditions (Materials and Supplies),
• Price Schedule (Appendix A),
• Certification Forms (Appendix B),
• Certification and Statement of Qualifications (Appendix C),
• Disclosure of Interest Certification (Appendix D),
• Sample Form 1295 (Appendix E),
• Buy America (Appendix F),
• Certification of Restrictions on Lobbying (Appendix G),
• Accessibility Policy (Appendix H),
• References (Appendix I),
• Request for Information Form (Appendix J), and
• Proposal Submission Checklist (Appendix K).

REQUIRED DOCUMENTS:

The following documents must be signed and returned with your proposal in order for it to be considered responsive:

• Response to RFP one (1) original, five (5) hard copies, and one (1) electronic version in PDF format supplied on a USB Flash Drive,
• Price Schedule (Appendix A), (one (1) original in a separately sealed envelope),
• Certification Forms (Appendix B),
• Certification and Statement of Qualifications (Appendix C),
• Disclosure of Interest Certification (Appendix D),
• Buy America (Appendix F),
• Certification of Restrictions on Lobbying (Appendix G),
• Accessibility Policy (Appendix H), and
• References (Appendix I).

The following documents must be submitted prior to award if not submitted with Proposer’s proposal: Copy of Insurance The following document is required to be submitted only upon notification of recommendation for award: Form 1295 “Certificate of Interested Parties” FIRMS must submit a proposal, and all documentation supporting the Proposal. A Price Schedule must be submitted in a separately, sealed envelope. Failure to provide this information may deem your proposal to be non-responsive.

IN INSTRUCTIONS TO PROPOSERS

1. GENERAL. The following instructions by the CCRTA are intended to afford proposers an equal opportunity to participate in the CCRTA’s contracts. 2. EXPLANATIONS. Any explanation desired by a proposer regarding the meaning or interpretation of these Instructions or any other proposal documents must be requested in writing to the CCRTA with sufficient time allowed for a reply to reach proposers before the submission of their proposals. Oral explanations or instructions will not be binding. Any information given to a prospective proposer concerning a Request for Proposals will be furnished to all prospective proposers as an amendment to the request if such information is necessary to proposers in submitting proposals on the request or if the lack of such information would be prejudicial to uninformed proposers. 4. INFORMATION REQUIRED. 4.4. The CCRTA does not have to pay federal excise taxes or state and local sales and use taxes, except for contracts for improvements to real property. 4.5. Information submitted in response to this RFP will not be released by the CCRTA during the proposal evaluation process or prior to contract award. Proposers are advised that the CCRTA may be required to release proposal information, other than trade secrets, after contract award.

IN INSTRUCTIONS TO PROPOSERS

5. SUBMISSION OF PROPOSALS. 5.1. Sealed Proposals should be submitted in an envelope marked on the outside with the proposer’s name and address and proposal description addressed to: Corpus Christi Regional Transportation Authority Staples Street Center ATTN: Procurement Department 602 N. Staples Street Corpus Christi, Texas 78401 Proposal for: RFP No. 2020- FP-04 Interactive Voice Response (IVR) System Proposal Due Date: Wednesday, April 15, 2020 by 3:00 PM If hand delivered is preferred, please deliver to the CCRTA receptionist located on the third floor to be time and date stamped. 5.2. The Price Schedule should be submitted in a separately, sealed envelope along with the proposal. Proposals must be submitted in sufficient time to be received and time-stamped at the above location on or before the published proposal date and time shown on the Request for Proposals. Proposals received after the published time and date cannot be considered. Any proposals which are mislabeled or do not indicate the proposer’s name or address as required above may be opened by the CCRTA solely for the purpose of identifying the proposer for return of the proposal.

IN INSTRUCTIONS TO PROPOSERS

10. RESERVATION OF RIGHTS. The CCRTA expressly reserves the right to: 10.1 Reject or cancel any or all proposals; 10.2 Waive any defect, irregularity or informality in any proposal or proposal procedure; 10.3 Waive as an informality, minor deviations from specifications at a lower price than other proposals meeting all aspects of the specifications if it is determined that total cost is lower and the overall function is improved or not impaired; 10.4 Extend the proposal due date; 10.5 Reissue a Request for Proposals; 10.6 Procure any item or services by other means; 10.7 The CCRTA reserves the right to retain all proposals submitted. The selection or rejection of a proposal does not affect this right; and 10.8 The CCRTA reserves the right to negotiate a Contract with the proposer having the best evaluation as determined by the

• CCRTA. No award will be made automatically based upon the lowest price or based solely on the proposal submitted. The CCRTA

additionally reserved the right to suspend negotiations with the first proposer should it not progress in a manner satisfactory to the CCRTA and commence negotiations with the next best rated proposer.

IN INSTRUCTIONS TO PROPOSERS

12. PROTESTS.

In the event that a proposer desires to protest any procedure, the proposer should present such protest, in writing, to the CCRTA Chief Executive Officer within five (5) business days following the Board approval date. The protest shall state the name and address of the protestor, refer to the project number and description of the Request for Proposals, and contain a statement of the grounds for protest and any supporting documentation. For federally-assisted contracts, certain additional protest procedures apply and may be found in the Supplemental Conditions contained within the Request for Proposals.

IN INSTRUCTIONS TO PROPOSERS

15. FORM 1295 “CERTIFICATE OF INTERESTED PARTIES” (Only required to be submitted upon notification of recommendation for award.) Proposers must comply with Government Code Section 2252.908 and submit Form 1295 “Certificate of Interested Parties” upon notification that Proposer has been recommended for award. Form 1295 requires disclosure of “interested parties” with respect to entities that enter contracts with cities. These interested parties include: (1) persons with a “controlling interest” in the entity, which includes: a. an ownership interest or participating interest in a business entity by virtue of units, percentage, shares, stock or otherwise that exceeds 10 percent; b. membership on the board of directors or other governing body of a business entity of which the board or other governing body is composed of not more than 10 members; or c. service as an officer of a business entity that has four or fewer officers, or service as one of the four officers most highly compensated by a business entity that has more than four officers; or (2) a person who acts as an intermediary and who actively participates in facilitating a contract or negotiating the contract with a governmental entity or state agency, including a broker, adviser, attorney or representative of or agent for the business entity who has a controlling interest or intermediary for the business entity. Form 1295 must be electronically filed with the Texas Ethics Commission at https://www.ethics.state.tx.us/whatsnew/elf_info_form1295.htm. The form must then be printed, signed, and filed with the CCRTA. For more information, please review the Texas Ethics Commission Rules at htps://www.ethics.state.tx.us/legal/ch46.html. A Sample Copy of Form 1295 has been provided for reference only.

SPECIAL IN INSTRUCTIONS

1. PROPOSAL CONTENT 1.1 General The CCRTA is requesting proposals from qualified firms with experience in implementing an Interactive Voice Response (IVR) system to provide route, schedule, real-time, and general customer service information. The project is to be completed 120 calendar days after an award has been made. Proposers, which have relevant experience, are invited to complete and submit proposals. To enhance comparability, proposal elements must be addressed in the informational sequence noted below:

• Cover Letter,
• Approach and Work Plan,
• Qualifications and References,
• Experience,
• Certification Forms, and
• Price Schedule (submitted in a separately sealed envelope).

Firms shall submit (1) original and five (5) hard copies of their proposal, which must be concise and straightforward, and one (1) electronic version in PDF format supplied on a USB Flash Drive.

SPECIAL IN INSTRUCTIONS

2.0 EVALUATION CRITERIA 2.1 The CCRTA will review all proposals for completeness. Those proposals found incomplete or failing to address the needs of the CCRTA as stated herein will not be evaluated. Those proposals furnished complete with all required documentation will be evaluated. Proposers are urged to initially submit their best offer. An award (if any) will be made to that proposer whose proposal is deemed most advantageous to, and in the best interest of, the CCRTA and the general public. The evaluation factors in order of importance are as follows: Approach and Work Plan 30 pts Qualifications and References 25 pts Experience 25 pts Price 20 pts Total 100 pts 2.2 The CCRTA will first evaluate the proposals on all factors other than cost. After a preliminary evaluation, the price schedule will be opened and included in the evaluation process. Evaluation points for cost will be assigned based

• n a lowest cost (most points) to highest cost (least points) ranking of proposed cost packages. The maximum points

available for cost are 20 points. The CCRTA may select a proposer for the project after this review if the CCRTA feels it is in the CCRTA's best interest. The CCRTA may also evaluate each proposal for completeness and responsiveness to its needs and may request Best and Final Offers from any or all proposing firms. Otherwise, a short-list of interviewees will be established based upon the overall results. After completion of the interviews the evaluation of the proposals will be reviewed and modified as necessary.

SPECIAL IN INSTRUCTIONS

3.1.3 Late Submittal Proposals received after the proposal due date will be deemed non-responsive and will be returned unopened. 3.2 Proposal Qualification 3.2.1 Only signed, written proposals specifically accepting responsibility for meeting the objectives and requirements specified in this RFP will be considered. 3.2.2 The cover letter must bear the signature of a person duly authorized to legally commit for the PROPOSER. 3.2.3 Proposal Preparation - All costs of proposal preparation will be borne by the PROPOSER. 3.2.4 Proposal Withdrawal Proposals may be withdrawn either personally or by written request prior to the closing time for receipt of proposals. Thereafter, all proposals shall remain valid for a period of one hundred twenty (120) calendar days. 3.3 Release of Information The CCRTA shall not release information submitted in response to this RFP during the proposal evaluation process or prior to contract award. PROPOSERS are advised that the CCRTA may be required to release proposal information, other than trade secrets, after contract award.

CERTIFICATION FORMS

Do NOT Alter Any Forms. Doing so will deem your proposal as non-responsive. Please fill out and sign the following forms and return with your signed proposals. Reminders:

• Acknowledge any addendums issued on the bottom of (Appendix C) Certification and Statement of Qualifications form.
• Include your firm’s DUNS number on the bottom of (Appendix C) Certification and Statement of Qualifications form. Be sure that your firm

is registered with the System of Award Management “SAM” and visit SAM.gov to ensure that your firm’s status is active with no exclusions before submitting your statement of qualifications.

What is “SAM”? And why do I need to register with “SAM”?

The System for Award Management (SAM) is a Federal Government owned and operated free web site that consolidates the capabilities in the Central Contractor Registration (CCR)/FedReg, Online Representations and Certifications Applications (ORCA) and the Excluded Parties List System. Both current and potential government vendors are required to register in SAM in order to be awarded contracts by the Government. Vendors are required to complete a one-time registration to provide basic information relevant to procurement and financial transactions. Vendors must update or renew their registration annually to maintain an active status. SAM is also a marketing tool for businesses. SAM allows Government agencies and contractors to search for your company based on your ability, size, location, experience, ownership, and more. For more information on “SAM”, please go to http://sam.gov.

APPENDIX A PRICE SCHEDULE

RFP No.: 2020-FP-04 PROPOSER: _____________________ INSTRUCTIONS: (1) Refer to "Special Instructions" before completing Price Schedule and quote your best price. (2) Submit in a separately sealed envelope one (1) signed original of this Price Schedule to the Corpus Christi RTA – Staples Street Center, Attn: Procurement Department at 602 N. Staples St, Corpus Christi, TX 78401. On the outside of your sealed proposal include your Firm’s name and address in the top left corner and the information as noted in “Instructions to Proposers”, Section 5. (3) Pricing includes required warranty as specified in Scope of Work, Section 4.0.

THREE YEAR BASE

Estimated Quantity Products Unit Price Total Price 1 IVR System (hardware, software, and implementation) 3 years Hardware Enterprise License Fee 3 years Software Enterprise License Fee 3 years Warranty 3 years Maintenance 1 Training (2 days on-site) Three Year Base Total

OPTION YEAR ONE

Estimated Quantity Product Unit Price Total Price 1 Hardware Enterprise License Fee 1 Software Enterprise License Fee 1 Warranty 1 Maintenance Option Year One Total

______________________ Signature Printed Name Title Date

OPTION YEAR TWO

Estimated Quantity Product Unit Price Total Price 1 Hardware Enterprise License Fee 1 Software Enterprise License Fee 1 Warranty 1 Maintenance Option Year Two Total

APPENDIX B CE CERTIFICAITON FORM

APPENDIX B CERTIFICATION FORM

In submitting this proposal, the undersigned certifies on behalf of its firm and any proposed subcontractors as follows: (1) Proposal Validity Certification: If this offer is accepted within one hundred twenty (120) calendar days from the due date, to furnish any or all services upon which prices are offered at the designated point within the time specified; (2) Non-Collusion Certification: Has made this proposal independently, without consultation, communication,

• r agreement for the purpose of restricting competition as to any matt

er relating to this Request for Proposals with any other FIRM or with any other competitor, (3) Affirmative Action/DBE Certification: Is in compliance with the Common Grant Rules affirmative action and Department of Transportation’s Disadvantaged Business Enterprise requirements. (4) Non-Conflict Certification: Represents and warrants that no employee, official, or member of the Corpus Christi Regional Transportation Authority's Board of Directors is or will be pecuniarily benefited directly or indirectly in this Contract, (5) Non-Inducement Certification: The undersigned hereby certifies that neither it nor any of its employees, representatives, or agents have offered or given gratuities (in the form of entertainment, gifts, or otherwise) to any director, officer, or employee of the Corpus Christi Regional Transportation Authority with the view toward securing favorable treatment in the awarding, amending, or the making of any determination with respect to the performance of this Contract. (6) Non-Debarment Certification: Certifies that it is not included on the U. S. Comptroller General ’s Consolidated List of Persons or Firms currently debarred for violations of various contracts incorporating labo standards provisions, and from Federal programs under DOT regulations 2CFR Parts 180 and 1200, or under the FAR at 48 CFR Chapter 1, Part 9.4 (7) Integrity and Ethics: Has a satisfactory record of integrity and business ethics, in compliance with 49 U.S.C. Section 5325(j)(2)(A) (8) Public Policy: Is in compliance with the public policies of the Federal Government, as required by 49 U.S.C. Section 5325(j)(2)(B) (9) Administrative and Technical Capacity: Has the necessary organization, experience, accounting, and

• perational controls, and technical skills, or the ability to obtain them, in compliance with 49 U.S.C. Section

5325(j)(2)(D) (10) Licensing and Taxes: Is in compliance with applicable licensing and tax laws and regulations (11) Financial Resources: Has, or can obtain, sufficient financial resources to perform the contract, as required by 49 U. S. C. Section 5325 (j)(2)(D) (12) Production Capability: Has, or can obtain, the necessary production, construction, and technical equipmen and facilities. (13) Timeliness: Is able to comply with the required delivery or performance schedule, taking into consideration all existing commercial and governmental business commitments. (14) Performance Record: Is able to provide a satisfactory current and past performance record.

Signature Printed Name Title Date

APPENDIX C CE CERTIFICATION AND STATE OF QUALIFICATIONS

APPENDIX C CERTIFICATION AND STATEMENT OF QUALIFICATIONS

The undersigned BIDDER hereby further certifies that she/he has read all of the documents and agrees to abide by the terms, certifications, and conditions thereof. Signature: ___________________________________________________________ Printed Name: ________________________________________________________________ Title: ____________________________ Date: _____________________ Firm Name: ___________________________________________________________ Business Address: ___________________________________________________________ Street, City, State and Zip Telephone: Office: ______________________ Fax: _________________________ Email Address: ______________________________________________ Firm Owner: ____________________________ Firm CEO: ____________________ Taxpayer Identification Number: ____________________________________________ Number of years in contracting business under present name: ___________________ Type of work performed by your company: ___________________________________ Have you ever failed to complete any work awarded to you? _____________________ Have you ever defaulted on a Contract? _____________________________________ Taxpayer ID#: ________________________ Date Organized: ___________________ Date Incorporated: _____________________ Is your firm considered a disadvantaged business enterprise (DBE)? ______________ If you answered yes to the DBE question, explain type. ____________________ ADDENDA ACKNOWLEDGMENT Receipt of the following addenda is acknowledged (list addenda number): DUNS # _____________________________ (Required) A DUNS number may be obtained from D & B by telephone (currently at 866-705-5711) or the internet (currently at http://fedgov.dnb.com/webform).

What is an Addenda? An Addenda is additional information that includes

• missions or other

missing pertinent information regarding the solicitation. Failure to acknowledge all addendums may deem your statement of qualifications as non- responsive.

APPENDIX C CE CERTIFICATION AND STATE OF QUALIFICATIONS

APPENDIX C CERTIFICATION AND STATEMENT OF QUALIFICATIONS

The undersigned BIDDER hereby further certifies that she/he has read all of the documents and agrees to abide by the terms, certifications, and conditions thereof. Signature: ___________________________________________________________ Printed Name: ________________________________________________________________ Title: ____________________________ Date: _____________________ Firm Name: ___________________________________________________________ Business Address: ___________________________________________________________ Street, City, State and Zip Telephone: Office: ______________________ Fax: _________________________ Email Address: ______________________________________________ Firm Owner: ____________________________ Firm CEO: ____________________ Taxpayer Identification Number: ____________________________________________ Number of years in contracting business under present name: ___________________ Type of work performed by your company: ___________________________________ Have you ever failed to complete any work awarded to you? _____________________ Have you ever defaulted on a Contract? _____________________________________ Taxpayer ID#: ________________________ Date Organized: ___________________ Date Incorporated: _____________________ Is your firm considered a disadvantaged business enterprise (DBE)? ______________ If you answered yes to the DBE question, explain type. ____________________ ADDENDA ACKNOWLEDGMENT Receipt of the following addenda is acknowledged (list addenda number): DUNS # _____________________________ (Required) A DUNS number may be obtained from D & B by telephone (currently at 866-705-5711) or the internet (currently at http://fedgov.dnb.com/webform). APPENDIX C

CERTIFICATION AND STATEMENT OF QUA LIFICATIONS

The undersigned PROPOSER hereby further certifies that she/he has read all of the documents and agrees to abide by the terms, certifications, and conditions thereof. Signature: ___Jane Doe___________________________________________________ Printed Name: ____Jane Doe_____________________________________________________ Title: __CEO__________________________ Date: ___April 13, 2020________ Firm Name: __ABC Technology Solutions_____________________________________ Business ___1900 Tech Lane, Corpus Christi, TX 78409_________________________ Address:

Street, City, State and Zip

Telephone: Office: _361-800-000______________ Fax: _361-800-001_____________ Email Address: __jd@abcts.com_____________________________________________ Firm Owner: __John Doe_____________________ Firm CEO: __Jane Doe__________ Taxpayer Identification Number: ____ 48-1576500________________________________ Number of years in contracting business under present name: ____20_______________ Type of work performed by your company: _Interactive Voice Response Systems_______ Have you ever failed to complete any work awarded to you? ____No_________________ Have you ever defaulted on a Contract? __________No___________________________ Taxpayer ID#: 48-1576500_________________ Date Organized: _January 1, 1990______ Date Incorporated: __January 1, 1990___________________ Is your firm considered a disadvantaged business enterprise (DBE)? __No____________ If you answered yes to the DBE question, explain type. ____________________

ADDENDA ACKNOWLEDGMENT Receipt of the following addenda is acknowledged (list addenda number): Addendums 1, 2, and 3 DUNS # __546761692______________________ (Required) A DUNS number may be obtained from

APPENDIX D DI DISCLOSURE OF INT INTERESTS CE CERTIFICATION

APPENDIX D DISCLOSURE OF INTERESTS CERTIFICATION FIRM NAME: __________________________________________________________ STREET: ___________________________CITY:_________________ZIP:_______ FIRM is:

• 1. Corporation ______ 2. Partnership_____ 3. Sole Owner ______
• 4. Association ______ 5. Other ____________________

DISCLOSURE QUESTIONS If additional space is necessary, please use the reverse side of this page or attach separate sheets. 1. State the names of each “employee” of the Regional Transportation Authority having an “ownership interest” constituting 3% or more of the ownership in the above named “firm”. NAME JOB TITLE AND DEPARTMENT (IF KNOWN) __________________________ _________________________________________ __________________________ _________________________________________ 2. State the names of each “official” of the Regional Transportation Authority having an “ownership interest” constituting 3% or more of the ownership in the above named “firm”. NAME TITLE __________________________ ________________________________________ __________________________ ______________________________________ 3. State the names of each “board member” of the Regional Transportation Authority having an “ownership interest” constituting 3% or more of the

• wnership in the above

named “firm”. NAME BOARD, COMMISSION OR COMMITTEE _________________________ _________________________________

__________________________ _________________________________ 4. State the names of each employee or officer of a “consultant” for the Regional Transportation Authority who worked on any matter related to the subject of this contract and has an “ownership interest” constituting 3% or more of the

• wnership in the above named “firm”

NAME CONSULTANT ___________________________ ___________________________________ ___________________________ ___________________________________ CERTIFICATE I certify that all information provided is true and correct as of the date of this statement, that I have not knowingly withheld disclosure of any information requested; and that supplemental statements will be promptly submitted to the Regional Transportation Authority, Texas as changes occur. Certifying Person: _________________________________ Title: _________________________________ (Type or Print) Signature of Certifying Person: _______________________ Date: _______________________

APPENDIX E SAMPLE FORM 1295

Offerors must comply with Government Code Section 2252.908 and submit Form 1295 “Certificate of Interested Parties” upon notification that Offeror has been recommended for award. Form 1295 must be electronically filed with the Texas Ethics Commission and a signed copy must be filed with the CCRTA.

APPENDIX F BU BUY Y AMERICA CE CERTIFICATE

Buy America Certificate Certification required for procurement of steel, iron, or manufactured products (required for contracts over $100,000). CERTIFICATE OF COMPLIANCE WITH BUY AMERICA REQUIRMENTS The bidder or offeror hereby certifies that it will comply with the requirements of 49 U.S.C. 5323(j)(1), and the applicable regulations in 49 CFR part 661. Date: _________________________________________________________________________ Signature: _____________________________________________________________________ Printed Name: ________________________________________________________ Title: _________________________________________________________________________ Company Name: _______________________________________________________________

• r

CERTIFICATE OF NON-COMPLIANCE WITH BUY AMERICA REQUIREMENTS The bidder or offeror hereby certifies that it cannot comply with the requirements of 49 U.S.C. 5323(j), but it may qualify for an exception to the requirement pursuant to 49 U.S.C. 5323(j)(2), as amended, and the applicable regulations in 49 CFR 661.7. Date: _________________________________________________________________________ Signature: _____________________________________________________________________ Printed Name: ________________________________________________________ Title: _________________________________________________________________________ Company Name: ________________________________________________________________

Sign Just One Section

APPENDIX G CE CERTIFICATION OF RESTRICTIONS ON LOBBYING

Offeror must be familiar with Lobbying Clause on Page 41 of 61 of the RFP then sign the certificate.

APPENDIX G CERTIFICATION OF RESTRICTIONS ON LOBBYING (Required for contracts over $100,000.) I, ________________________, _______________________, hereby certify on behalf of the (Name) (Title) the _________________________________________, that: (Company Name) (1) No federal appropriated funds have been paid or will be paid, by or on behalf of the undersigned, to any person for influencing or attempting to influence an officer or employee of any Federal agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress, regarding the award of Federal assistance, or the extension, continuation, renewal, amendment, or modification of any Federal assistance agreement, contract, grant, loan,

• r cooperative agreement.

(2) If any funds other than Federal appropriated funds have been paid or will be paid to any person for influencing or attempting to influence an officer or employee of any Federal agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with any application for Federal assistance, federal contract, grant, loan,

• r cooperative agreement, the undersigned shall complete and submit Standard Form-LLL:

“Disclosure of Form to Report Lobbying,” including information required by the instructions accompanying the form, which form may be amended to omit such information as authorized by 49 CFR Part 20.110. (3) The undersigned shall require that the language of this certification be included in the award documents for all subawards at all tiers (including subcontracts, subgrants, and contracts under grants, loans, and cooperative agreements) and that all subrecipients shall certify and disclose accordingly. The undersigned understands that this certification is a material representation of fact upon which reliance is placed and that submission of this certification is a prerequisite for providing Federal assistance for a transaction covered by 49 CFR Part 20.110. Any person who fails to file the required certification shall be subject to a civil penalty of not less than $10,000 and not more than $100,000 for each such failure. Executed this ________ day of __________________, 2020. Signed: ___________________________________ Printed Name: ___________________________________ Company Name: ___________________________________

APPENDIX H CC CCRTA ACC CCESSIBILITY POLI LICY

members to serve and meet monthly to ensure compliance with the policy. This team will help develop guiding principles in conjunction with the CCRTA Regional Committee on Accessible Transportation (RCAT). Meeting of the Universal Access Team will be coordinated through the designated CCRTA ADA Coordinator and report current activities and initiatives to the Chief Executive Officer (CEO). Support of all CCRTA staff will include initial and ongoing training and professional development regarding integration and elimination of barriers for people with disabilities, people who are aging and

• ther people with access and functional needs.

Additional tools available to all CCRTA staff will include the use of an Impact Statement (approved by the CEO) to ensure an effective outcome. The Impact Statement will provide for the review of programs, projects, and developing or ongoing CCRTA services that answer, at a minimum, the following questions:  Are any barriers being created for people with disabilities, people who are aging and other people with access and functional needs?  Is CCRTA enhancing access and integration for people with disabilities, people who are aging and other people with access and functional needs?  Does the program, project, or service result in the most integrated setting appropriate for people with disabilities, people who are aging and other people with access and functional needs?  Has CCRTA taken steps to reduce or eliminate any negative impacts? POLICY REVIEW Review of this policy will be done no less than annually or more frequently as needed. To complement the review, CCRTA staff through the Universal Access Team will establish procedures and conduct the following:  Establish Review Baseline  Conduct Internal Review of Regulatory Compliance to include an ongoing ADA Performance Monitoring Program for all modes of transportation  Self-Evaluation Review and Update  ADA Transition Plan Review and Update  Establish Best Practices and Lessons Learned Components Adopted July 6, 2011 Signed by: __________________________________ Company: ________________________ Position: ______________________________ Date: ________________________________

APPENDIX H CORPUS CHRISTI REGIONAL TRANSPORTATION AUTHORITY BOARD APPROVED ACCESSIBILITY POLICY POLICY STATEMENT To provide full participation and equality of opportunity for people with disabilities, people who are aging and other people with access and functional needs, the Corpus Christi Regional Transportation Authority (CCRTA) Board of Directors calls for all CCRTA departments, within their regular duties and responsibilities, to establish a commitment to access. APPLICABILITY This policy statement is broad, cross-cutting and designed for application to all actions of the CCRTA, including but not limited to the following:  Policy Development  Customer Service  Service Provision and Operation (Directly Provided or Contracted)  Employment  Physical Environment  Communications/Media/Website  Public Involvement  External Meetings and Agency Sponsored Events  Fleet Characteristics  Maintenance  Safety/Security/Emergency Operations  Procurements  Staff Development and Training  Construction and Engineering  Route and Service Planning IMPLEMENTATION

APPENDIX I REFERENCES

APPENDIX I

REFERENCES: The Proposer must supply a list of four (4) similar projects which your company

has completed within the last five (5) years. 1. Company: _____________________________________________ Owner: ________________________ Contact: _______________ Address: _______________________________________________ Telephone No.: __________________________________________ Email Address: __________________________________________ Project: ________________________________________________ Date Completed: ___________________ Cost: ________________ 2. Company: _______________________________________________ Owner: ________________________ Contact: ________________ Address: ________________________________________________ Telephone No.: ___________________________________________ Email Address: __________________________________________ Project: ________________________________________________ Date Completed: ___________________ Cost: _________________ 3. Company: ________________________________________________ Owner: ________________________ Contact: _______________ Address: ________________________________________________ Telephone No.: ___________________________________________ Email Address: __________________________________________ Project: ________________________________________________ Date Completed: ___________________ Cost: _________________ 4. Company: ________________________________________________ Owner: ________________________ Contact: _______________ Address: ________________________________________________ Telephone No.: ___________________________________________ Email Address: __________________________________________ Project: ________________________________________________ Date Completed: ___________________ Cost: _________________ CONTRACTS ON HAND: The Proposer must provide a list of contracts that the firm is currently in process:

APPENDIX J REQUEST FOR INF INFORMATION/EXCEPTIONS/APPROVED EQUALS REQUEST

APPENDIX J REQUEST FOR INFORMATION/EXCEPTIONS/APPROVED EQUALS REQUEST (Please submit one form for each Request for Information/exception/approved equal) Page: ____ PROPOSER: ________________ PROJECT: RFP No. 2020- FP-01 PAGE: ____ PARAGRAPH: ___ SUBJECT: _________________ Request: _____________________________________ Signature **************************************************************************************************** FOR CCRTA USE Approved: __________ Disapproved: __________ Clarification: ________ Response: __________________________________________ Chief Executive Officer/Designee APPENDIX J REQUEST FOR INFORMATION/EXCEPTIONS/APPROVED EQUALS REQUEST (Please submit one form for each Request for Information/exception/approved equal) Page: _1 of 1___ PROPOSER: ABC Technology Solutions_ PROJECT: RFP No. 2020- FP-04 PAGE: 1 of 61_ PARAGRAPH: _1__ SUBJECT: _Due Date____________ Request: Can the Proposal be submitted before the due date? ___________Jane Doe_________________ Signature **************************************************************************************************** FOR CCRTA USE Approved: _X________ Disapproved: __________ Clarification: ________ Response: Yes, the proposal can be submitted before the due date. Be sure to acknowledge all addendums that are issued. _________Christina Perez__________________ Chief Executive Officer/Designee

APPENDIX K PROPOSAL SUBMISSION CH CHECKLIST

In order for your proposal to be deemed as responsive to the requirements of the RFP, please use the checklist below to be sure that your proposal package includes all required documents.

Proposal Documents Required Check Proposals MUST BE submitted in the following format:

• 1. Cover Letter
• 2. Approach and Work Plan
• 3. Qualifications and References
• 4. Experience
• 5. Certification Forms:

5.1 Certification Form (Appendix B) 5.2 Certification and Statement of Qualifications (Appendix C) 5.3 Disclosure of Interests Certification (Appendix D) 5.4 Buy America (Appendix F) 5.5 Certification of Restrictions on Lobbying (Appendix G) 5.6 Accessibility Policy (Appendix H) and 5.7 References (Appendix I) Proposals MUST include the following: One Original Proposal Five hard copies of Proposal One Electronic copy of Proposal on a USB Flash Drive Price Schedule (Appendix A) – 1 original sealed in a separate envelope

NO OTHER COPIES ARE TO BE SUBMITED. DO NOT INCLUDE A COPY ENCLOSED WITH YOUR PROPOSAL.

• Price Schedule (Appendix A) Proposer must:
• 1. List the Proposer’s Name
• 2. Complete the Price Schedule and Add Alternative 1
• 3. Sign, Print, Date and Provide Title on Price Schedule (Appendix A)

5.1 Certification Form (Appendix B) – Sign, Print, Date and list Title 5.2 Certification and Statement of Qualifications (Appendix C)

• Certification and Statement of Qualifications (Appendix C) Proposer must:
• 1. Sign
• 2. Print Name
• 3. Title and Date
• 4. Firm Name
• 1. Business address: Street, City, State and Zip
• 2. Office and fax telephone numbers
• 3. Email address
• 4. Firm owner and Firm CEO
• 5. Taxpayer Identification Number
• 6. Number of year in contracting business under present name
• 7. Type of work performed by your company
• 8. Have you ever failed to complete any work awarded to you?
• 9. Have you ever defaulted on a Contract?
• 10. Taxpayer ID# and Date Organized
• 11. Date Incorporated
• 12. Is your firm considered a disadvantaged business enterprise (DBE)?
• 13. If you answered yes to the DBE question, explain type.
• 14. Addenda Acknowledgement – write in each addendum issued (i.e.

Addendum No. 1, 2, and 3)

• 15. DUNS# - Insert your firm’s active DUNS#. You may check the status of

your firm’s DUNS# at SAM.gov 5.3 Disclosure of Interest Certification (Appendix D) Disclosure of Interest Certification (Appendix D) the Proposer must:

• 1. Firm Name
• 2. Street, City, Zip
• 3. Identify your Firm by circling one of 1-4 or provide other in 5
• 4. If there is a conflict of interest in the Disclosure Questions, then provide

the name of the individual, job title and department or board, commission

• r committee.
• 5. If there is not conflict then move to the Certificate section and Print, list

Title, Sign and Date 5.4 Buy America Certificate (Appendix F) Buy America Certificate (Appendix F) Bidder must complete either the compliance

• r non-compliance sections as follows
• 1. Date
• 2. Sign
• 3. Printed Name
• 4. Title
• 5. Company Name

5.5 Certification and Restrictions on Lobbying (Appendix G)

• Certification and Restrictions on Lobbying (Appendix G) Bidder must:
• 1. Name

APPENDIX K PROPOSAL SUBMISSION CH CHECKLIST

• 1. Title
• 2. Company Name
• 3. Date
• 4. Sign
• 5. Printed Name
• 6. Company Name

5.6 Accessibility Policy (Appendix H) – Sign, List Company, Position, and Date 5.7 References (Appendix I) References (Appendix I) the Proposer must:

• 1. List 4 similar projects which the firm has completed within the last five

year.

• 2. Provide a list of contracts that the firm currently has in process.

Common Vendor Errors in Proposal Submittals:

• Forgetting to sign the Price Schedule
• Taking exceptions to the solicitation
• Failure to acknowledge receipt of addenda's
• Including promotional/extraneous information which services to alter

the solicitation requirements

• Failure to return all required forms
• Late delivery of statement of qualifications

Project Overview

SCOPE OF WORK David Chapa Director of IT

SCOPE OF WORK

1.0 DESCRIPTION The Corpus Christi Regional Transportation Authority (CCRTA) is seeking a qualified firm to implement an Interactive Voice Response (IVR) system to provide route, schedule, real-time, and general customer service information. The goal is to reduce the number of calls from passengers that require a live agent. 2.0 BACKGROUND The CCRTA provides paratransit, demand response, and commuter route services to the City of Corpus Christi and local rural areas. The CCRTA’s services provide 5.4 Million passenger trips each year, but is currently using an outdated IVR system. 2.1 CCRTA’s Current Customer Service Center Statistics: The numbers are based on monthly reports from the current phone system, Cisco. Average calls per month: 12,708 Average calls per year: 165,204 2.2 Current hours of operation: 4:40 a.m. to 11:30 p.m. Monday through Friday 5:00 a.m. to 11:30 p.m. on Saturdays 7:00 a.m. to 8:30 p.m. on Sundays

SCOPE OF WORK

2.3 Current Environment The CCRTA currently uses an IVR system that is built around Windows 2008 R2 server platform and text to speech software applications. The CCRTA utilizes Cisco Phone Systems for its primary telecommunications solution. 2.3.1 Call Manager version 11.5.1 2.3.2 Contact Center version 11.5.1 2.3.3 SIP services are provided by Spectrum 2.3.4 VMware version 5 is in use for Cisco 2.4 Current Data Center environment: 2.4.1 VMware version 6 2.4.2 Dell servers and SAN 2.4.3 Dell and Cisco network 2.4.4 Microsoft Data Center License 3.0 SCOPE OF SERVICES The Contractor shall design, configure, test, implement, maintain, monitor and support an automated IVR system that provides bus schedule and customer service information via telephone.

SCOPE OF WORK

The IVR system may be hosted locally with the CCRTA or, if the Contractor hosts the system then it shall offer a solution based

• n a Software-as-a-Service (SaaS) model.

The Contractor shall furnish the following items and services, as well as any additional items and services that may be required to support a functional IVR system. 3.1 General Requirements 3.1.1 The Contractor shall assist the CCRTA with completing a final design of the proposed system. 3.1.2 The Contractor shall send a design team to meet and work with key departmental staff at the CCRTA, as deemed necessary, to finalize the system design. 3.1.3 After completion of the final design by the Contractor, a review of the final design shall be jointly conducted by the CCRTA and the Contractor to approve the design. 3.1.4 As call volumes grow, the Contractor shall expand the call handling capacity of the IVR system without a significant re-engineering or redesign effort. 3.1.5 The Contractor shall describe the call flow for a typical completed call, with the call originating from a customer’s phone dialing the published CCRTA number, the call being answered by the proposed IVR system, and the call possibly being sent over to the CCRTA’s Customer Server Department, Dispatch Department, or Receptionist by the IVR system. This description shall include information regarding the proposed infrastructure provider(s) to be used for each segment of a typical call flow. 3.1.6 The Contractor shall submit a proposal to address each of the following options: 3.1.6.1 Fixed annual cost for CCRTA, preferred; or,

SCOPE OF WORK

3.1.6.2 Tiered billing structure for CCRTA based on call volumes. 3.1.7 The Contractor shall clearly outline all telephony related requirements and assumptions. 3.2 Functional Requirements The proposed IVR system shall meet or exceed the following: 3.2.1 Answer the calls to the CCRTA’s published phone number on a twenty-four (24) hour a day basis, 365 days a year. 3.2.2 Be voice as well as touch tone driven. 3.2.3 Be capable of offering information in English as well as Spanish languages with an option for additional languages in the future. 3.2.4 Accepts stop, route, and direction information from the caller by name as well as numbers for fixed route service. 3.2.5 Be capable of handling multiple concurrent calls and be scalable to meet the call volume. 3.2.6 Deliver prompt and efficient customer information. 3.2.7 Provide a simple user interface. 3.2.8 Seamlessly transfer a call to the CCRTA’s Reservations Department, Dispatch Department, or receptionist if the system fails to understand the caller’s, input.

SCOPE OF WORK

3.2.9 Present callers the option to get schedule information for time(s) different than the next three (3) times. 3.2.10 Present callers the option to get schedule information for a different day. 3.2.11 Be capable of interfacing with the CAD/AVL System at the CCRTA if those systems are purchased. 3.2.12 Recognize repeat callers and customize user experience based on prior stop/route/direction requested. This feature would require less input from callers and is expected to shorten the call duration for repeat callers. (Optional) 3.2.13 Be capable of handling different service day types (Weekday, Saturday, Sunday, etc.) and any exceptions. 3.2.14 Support, at a minimum, two (2) schedule versions; one (1) current and at least one (1) future version. 3.2.15 Provide a test environment for user testing. 3.2.16 Accept up to ten (10) aliases (common/alternate names) for each stop; The CCRTA will provide a list of aliases for stops. 3.2.17 Allow callers to speak with the receptionist utilizing a simple voice command or a single key press. 3.2.18 Allow a caller to start the session over at any time during the call using a simple voice command or a single key press. 3.2.19 Allow a caller to get automated help about using the system at any time during the call.

SCOPE OF WORK

3.2.20 Provide configurable customer menu options to deliver pre-recorded information. The options would be used to access general information about the CCRTA, fare information, reservations and dispatch hours of operation, etc. 3.2.21 Provide secure role-based access to a web-based administrative interface. 3.2.22 Provide a simple and secure web interface to allow administrators to record using telephone as well as upload pre- recorded audio files for ad-hoc general, system wide, route, and stop specific floodgate messages. The system shall allow administrators to select start and end times for the messages. Those messages shall be easily programmable to be played immediately or on a future day for a specified range of days. 3.2.23 Provide a simple and secure interface via telephone with limited administration capabilities for use by authorized CCRTA users in situations when the system cannot be reached via web interface. 3.2.24 Record all customer interactions with the IVR system and preserve the recordings along with call details such as caller’s number, status of call, duration, and relevant information for a minimum of ninety (90) days. 3.2.25 Allow authorized users at the CCRTA to access, search and download call recordings and call related information for troubleshooting and complaint investigations. 3.2.26 Log all call activity details and provide an easy to use, configurable reporting tool. 3.2.27 Keep all logs online for a minimum period of two (2) years or longer with the capability to export the logs for offline use using non-proprietary tools.

SCOPE OF WORK

3.2.28 At a minimum, provide the following canned reports. 3.2.29 Number of incoming calls with call duration details. Average call duration. 3.2.30 Number of calls by time of day. 3.2.31 Number of calls by service day type based on service defined in schedules (i.e., Weekday, Saturday, Sunday, Holiday, etc.). 3.2.32 Incoming line(s) capacity usage. 3.2.33 Number of incoming calls where the caller initiates transfer to the CCRTA’s Customer Service Center agent. 3.2.34 Number of incoming calls where the system is unable to recognize caller input and transfers the call to the CCRTA’s Customer Service Center agent. 3.2.35 Number of incoming calls where the caller does not provide input and the system initiates transfer to the CCRTA’s Customer Service Center agent. 3.2.36 Number of abandoned calls. 3.2.37 Number of repeat callers. 3.2.38 Number of requests by each individual stop.

SCOPE OF WORK

3.2.40 All reports shall support reporting by hour, day, week, month, year, and range of dates and times. 3.2.41 Be capable of generating custom reports. The proposal may suggest additional features available that are not mentioned in this section. Suggestions must be relevant to the Scope of Work. 3.3 Performance Requirements The proposed IVR system shall meet or exceed the following: 3.3.1 Answer every call on the first ring. 3.3.2 Transfer the call to the CCRTA’s Customer Service Department, Dispatch Department, or Receptionist if the system cannot understand user input in two (2) consecutive attempts, or if the caller does not provide any input after being prompted twice by the system. 3.3.3 Recognize the stop, route, and direction names as pronounced in the local area. 3.3.4 Be designed to process the caller’s voice and ignore any background noises. 3.3.5 It should have an uptime exceeding 99.9% computed every month. Downtime includes complete outage, degraded performance, or any deviation from normal operation of the system. Planned maintenance time approved by the CCRTA shall not be counted as downtime.

SCOPE OF WORK

3.3.6 Provide service that meets or exceeds a mutually agreed upon Service Level Agreement (SLA) for Automation Rate, defined as the total number of calls where schedules are correctly delivered divided by the total number of calls where schedules are requested. 3.3.7 Handle a minimum of twenty (20) concurrent calls and be scalable to meet the CCRTA’s customer call volume. 3.4 Technical Requirements The proposed IVR system shall meet or exceed the following: 3.4.1 Detailed technical documents of the system and processes submitted by the Contractor shall include, but not be limited to, schematics, flow charts, technical specifications to substantiate all the requirements listed in the Scope of Work. 3.4.2 The system shall provide redundancy and automatic failover features. 3.4.3 The system shall have error logs available to the CCRTA. 3.4.4 The capability to instantaneously bypass the system and transfer service to an alternate CCRTA telephone number in case of system outage shall be available to the CCRTA’s administrator. 3.4.5 The system shall provide a standard web browser-based interface using the most widely used web browsers for administering floodgate messages and other administration activities.

SCOPE OF WORK

3.4.6 The system shall accept pre-recorded floodgate messages in commonly used audio file formats without requiring any specialized audio editing applications to create those pre-recorded floodgate messages. 3.4.7 The system’s reporting feature shall use a standard web browser-based interface. 3.4.8 The system shall allow the reports to be exported as PDF, Microsoft Excel, and Comma Separated Value (CSV) text formats. 3.4.9 The Contractor shall fine-tune pronunciations for words used in the IVR system in consultation with the CCRTA before the system goes "live" and throughout the term of the Contract as needed and requested by the CCRTA, at no additional cost. 3.5 Project Management 3.5.1 The Contractor shall assign a Project Manager (PM) to work closely with the CCRTA for this project. 3.5.2 The Contractor’s PM shall be expected to follow the project through delivery of the requested services. 3.5.3 The Contractor shall develop a detailed project schedule that outlines all of the activities for this project from Contract award through implementation, testing and training. The contractor will provide reports that shall show critical path and float between activities. 3.5.4 The proposed project schedule shall be updated in collaboration with the CCRTA’s staff within one (1) week of the kick-off meeting. The updated project schedule submitted shall include an actual start date and any necessary revisions requested by the CCRTA.

SCOPE OF WORK

3.5.5 The Contractor shall have documented processes and procedures for restoring service for situations where a reported service interruption cannot be resolved within one (1) hour and for services that cannot be restored within twenty- four (24) hours. 3.6 Contract Responsibilities The Contractor shall be responsible for the following: 3.6.1 Licenses. 3.6.2 System Hosting/Support Local Hosting. 3.6.3 Deployment, Training, and Testing Services. 3.6.4 Recommending any server Hardware and Software upgrades. 3.6.5 Telephony switch integration services. 3.6.6 Telephony board(s) (if required) to support port capacity required for service. 3.6.7 Porting of the published CCRTA telephone number and all associated telephony charges for the duration of the contract if required. The phone number shall remain a local phone number for the CCRTA service area. 3.6.8 Expansion of port capacity as required to handle short term “burst” call volume.

SCOPE OF WORK

3.6.9 Integration of scheduled and real-time service data. 3.6.10 Loading, staging, testing, and making the data available for the CCRTA before each schedule change. 3.6.11 Ongoing Support and Maintenance. 3.6.12 Other responsibilities as agreed upon between the Contractor and the CCRTA. 3.6.13 Project Management. 3.6.14 User Training. 3.6.15 Documentation. 3.6.16 Providing test plans and system testing. 3.7 The CCRTA’s Responsibilities The CCRTA will be responsible for the following: 3.7.1 Providing schedule information in GTFS format. 3.7.2 Providing real-time service information when it is implemented at the CCRTA.

SCOPE OF WORK

3.7.3 Providing location of all stops. 3.7.4 Assignment of points of contact. 3.7.5 User acceptance testing. 3.7.6 If hosted, provide a telephone number that will receive the calls transferred by the hosted IVR system to the CCRTA. 3.8 Training To ensure that the CCRTA’s operating staff is properly trained to administer and use the proposed system, training shall be

• ffered as follows:
• “Hands-On” user training with sample scenarios.

Training should be on-site. Two (2) days of training for approximately six (6) users.

• Explanation of all system commands, their functions and usage.
• Preparing information or data required by the IVR.

Training shall be conducted at the completion of all installation, testing and acceptance of the system. Training manuals shall be provided specific to the CCRTA’s use of the system. Training materials, including a detailed training plan document, shall be submitted ten (10) days prior to the commencement of training in both hard and soft copies. Training must be accomplished

• n site at the CCRTA’s facility.

SCOPE OF WORK

The Contractor shall provide detailed training, including training manuals, to CCRTA’s staff for the following:

• Administering the floodgate messages.
• Accessing, creating and using all reports.
• All other administration, user, and maintenance activities.

3.9 Test Plans and Procedures The Contractor shall provide test plans and procedures for user acceptance testing to ensure that each test is comprehensive and verifies all the features to be tested. Comprehensive test plans and procedures for the system shall place special emphasis

• n testing each function and feature; checking error conditions; and, documenting and verifying the validity of all. The test

procedures shall be modular to allow individual test segments to be repeated as needed. Test plans shall provide a high-level functional summary of the methods used for verifying each function being tested. Test procedures shall include step-by-step procedures associated with each test. All test plans and procedures shall be submitted to the CCRTA for approval prior to testing. The CCRTA reserves the right to reject the test plans and procedures. 3.10 Acceptance Testing The system shall be acceptance tested for compliance with performance requirements. The Contractor shall work closely with the CCRTA to perform acceptance testing and ensure that all the features in the system are fully functional and operating to the CCRTA’s satisfaction. The cost for acceptance testing shall be the responsibility of the Contractor. Any deficiencies found shall be the responsibility of the Contractor to rectify before acceptance is finalized by the CCRTA.

SCOPE OF WORK

3.11 Reporting Standard and ad-hoc reports delivered through a web-based reporting portal as described in “Functional Requirements” and including the following: 3.11.1 Real-time snapshot of system operational status: system utilization, call volume trend, requested information, hardware diagnostics, etc. 3.11.2 Data that can be analyzed for a defined interval (from date x to date y) detailing call volumes, trends, peak loading,

• perator transfers, automation rates, etc.

3.12 Support and Maintenance The Contractor shall provide ongoing maintenance and support services for the term of the Contract to include, but not limited to: 3.12.1 Responding to all issues within sixty (60) minutes of being notified that a problem exists. 3.12.2 Notifying the CCRTA two (2) calendar weeks in advance, by email and phone, of any planned system maintenance. Scheduled maintenance of the system shall be performed between 12:00 a.m. and 3:00 a.m. EST and only after

• btaining approval from the CCRTA.

3.12.3 Outline, in detail, its policies regarding maintenance and provide telephone support twenty-four (24) hours per day, 365 days per year. 3.12.4 Providing the CCRTA with a support hotline phone number to report issues.

SCOPE OF WORK

3.12.5 Periodic analysis of system usage and proposing ways to improve customer experience. 3.12.6 Providing a Support and Maintenance Plan document describing ongoing maintenance and support procedures, service levels and service call initiation process before the system is put into production mode. 3.13 Deliverables The Contractor shall be responsible for delivering the following: 3.13.1 Fully functional system conforming to or exceeding the requirements of the Scope of Services. 3.13.2 Documentation in electronic format to include, but not limited, to the following: 3.13.2.1 System configuration 3.13.2.2 High level architectural document depicting redundancy and automatic failover features 3.13.2.3 System maintenance plan and policy 3.13.2.4 System support contract for the contract term 3.13.2.5 Test plans and procedures for user acceptance testing 3.13.2.6 System administration manuals

SCOPE OF WORK

3.13.2.7 User manuals 3.14 Add Alternative 3.14.1 Integration Pricing for integration shall be provided as an add alternative on the Price Schedule (Appendix A), and shall be valid for one (1) year from system acceptance. Software data integration option is as follows:

• Flat file integration using Google Transit (GTFS) format
• Provide GTFS integration training.

Data provided will include all scheduled, real-time, landmark, stop and intersection data where stop ID is matched to the corresponding intersection (when available) and landmarks. 3.14.2 Optional Features Information and optional features to the proposed system. Pricing for these options shall be provided as an add alternative on the Price Schedule (Appendix A), and shall be valid for one (1) year from system acceptance. 3.14.2.1Using standard web browsers or mobile app.

SCOPE OF WORK

3.14.2.2 Capable of responding to text messages where the user texts a stop ID, route ID, or a combination of stop ID and route ID to obtain the next three (3) scheduled times and near real-time arrival information when available. 3.14.2.3 Capable of recognizing QR (Quick Response) code posted on stop signs and provides schedule information, including near real-time arrival information when available and where applicable, for all routes servicing that stop. 4.0 WARRANTY The Phone IVR System and peripheral equipment shall have a three (3) year base warranty. The warranty will begin on the date of installation completion, not on the delivery date.

SCOPE OF WORK

4.4 The Proposer shall pass along to the CCRTA any additional warranties offered by the manufacturers, at no additional costs to the CCRTA, should said warranties extend beyond the one-year period specified herein. 4.5 This warranty shall in no manner cover equipment that has been damaged or rendered unserviceable due to negligence, misuse, acts of vandalism, or tampering by the CCRTA or anyone other than employees or agents of the Proposer. The Proposer’s obligation under its warranty is limited to the cost of repair of the warranted item or replacement thereof, at the Proposer’s option. Insurance covering said equipment from damage or loss is to be borne by the Proposer until full acceptance of equipment and services. 5.0 TRAINING The Proposer will provide training for authorized personnel to ensure satisfactory competence in using the APC system, including the software applications, data processing, report generation, and system administration. 5.1 Adequate training will be provided on the use and maintenance of the APC hardware leading to a satisfactory level of competence by the appropriate CCRTA administrative, operational, maintenance, technical, and transit service operators; 5.2 Training will take place at the CCRTA’s facility located at 5658 Bear Lane Corpus Christi, TX 78405.

SCOPE OF WORK

4.4 The Proposer shall pass along to the CCRTA any additional warranties offered by the manufacturers, at no additional costs to the CCRTA, should said warranties extend beyond the one-year period specified herein. 4.5 This warranty shall in no manner cover equipment that has been damaged or rendered unserviceable due to negligence, misuse, acts of vandalism, or tampering by the CCRTA or anyone other than employees or agents of the Proposer. The Proposer’s obligation under its warranty is limited to the cost of repair of the warranted item or replacement thereof, at the Proposer’s option. Insurance covering said equipment from damage or loss is to be borne by the Proposer until full acceptance of equipment and services. 5.0 TRAINING The Proposer will provide training for authorized personnel to ensure satisfactory competence in using the APC system, including the software applications, data processing, report generation, and system administration. 5.1 Adequate training will be provided on the use and maintenance of the APC hardware leading to a satisfactory level of competence by the appropriate CCRTA administrative, operational, maintenance, technical, and transit service operators; 5.2 Training will take place at the CCRTA’s facility located at 5658 Bear Lane Corpus Christi, TX 78405.

Than hank k You u Fo For r Your ur At Attendanc endance!