SUBJECT:
title
Approval of a resolution authorizing the Interim President & CEO, or their designee, to finalize and execute a contract with A Customer’s Point of View, Inc. for the Mystery Rider Program in an amount not to exceed $1,426,291 for one (1) base period of 1-year and two (2) option periods of 1-year each.
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FISCAL IMPACT:
Funding for this action is available in the FY2023 Operating Budget
STRATEGIC PLAN:
Strategic Goal Alignment:
☒ 1. Customer ☒ 2. Community
☐ 3. Workforce ☒ 4. Organizational Effectiveness
Strategic Objectives:
☒ 1.1 Safe & Reliable Service ☒1.2 High Quality Customer Experience ☐ 1.3 Accessible System
☒ 2.1 Support Sustainable Regional Growth ☐ 2.2 Become a Carbon Neutral Agency
☐ 2.3 Responsive to Community and Customer Needs ☐ 2.4 Regional Leader in Transit Planning
☐ 3.1 Diversity of Staff ☐ 3.2 Employer of Choice ☐ 3.3 Expand Highly Skilled Workforce
☒ 4.1 Fiscally Responsible and Transparent ☐ 4.2 Culture of Safety ☐ 4.3 State of Good Repair
EXPLANATION OF STRATEGIC ALIGNMENT: This action supports organizational development to evaluate the strengths and weaknesses associated with the delivery of public transit services and identify areas in need of improvement.
BUSINESS CASE: CapMetro requires a program that will assist management in identifying problems and opportunities, provide insight regarding areas requiring employee coaching and training, and elicit information for streamlining and improving front-line services. The results of this project will also provide a benefit to CapMetro as it prepares for the ADA compliance component of each FTA Triennial Review. The recommended contractor has extensive experience in mystery rider programs.
COMMITTEE RECOMMENDATION: This item will be presented to the full board for approval on November 21, 2022.
EXECUTIVE SUMMARY: The selected contractor shall assist in assessing the quality of service provided by CapMetro across our service area, with a primary focus on the quality of the service rendered to our customers. This feedback will include observations on buses, at transit centers, at Park & Rides and on all bus routes as appropriate. Monitored items include bus operator safe and courteous operation, bus timeliness, transit and bust stop state of good repair and cleanliness. The contract also includes evaluation and reporting services for the full spectrum of CapMetro customer fixed route services (MetroBus, MetroRapid and MetroExpress) in a discreet and inconspicuous manner. The Contractor will be tasked with placing an emphasis on evaluating the performance and behavior of CapMetro bus Operators in meeting customer expectations and delivering safe, courteous, and reliable service to all customers, especially those individuals with disabilities.
The Contractor shall use its own employees to conduct surveys and observations, and Cap Metro expects these employees to represent the diverse range of ages, genders, physical abilities and ethnicities of our customer base. The Contractor shall have complete responsibility for employing their service monitoring employees and securing any necessary equipment, facilities, and/or office supplies necessary for the implementation of the service quality monitoring program. Contractor’s personnel shall interact with CapMetro’s Training Department and the Program Manager exclusively. The proposed contract amount is a not-to-exceed amount and is not expected to be expanded without additional approval.
DBE/SBE PARTICIPATION: No subcontracting opportunities were identified for this contract due to limited contracting opportunities. No SBE goal is assigned to this project. end
PROCUREMENT: On August 16, 2022, a Request for Proposal was issued and formally advertised. By the closing date of September 6, 2022, two (2) proposals were received. The evaluation team used the following factors in the evaluation of the proposals:
1. Methodology and Quality of Work Plan: Evaluation of the offeror’s overall plan to provide services, monitor and measure Safety and Customer Service as primary elements in the performance and success of the project.
b. Quality of Delivery, Safety and Mobilization Plan: This factor evaluates the offeror’s approach to startup and ensuring consistent high quality service delivery throughout the contract term.
c. Capability, Experience and Past Performance of the Firm: This factor identifies and reviews relevant present and past performance, and then makes an overall assessment of the Authority’s confidence that the offeror will successfully perform the effort described in the RFP, based on the offerors demonstrated present and past performance.
d. Management Competence and Staffing Plan: This factor evaluates the offerors proposed organizational structure and staffing to effectively accomplish the work required in the Scope of Services.
Pricing is listed as follows:
|
Base Period |
Amounts |
|
Base Period 1 (Includes $6,600 Mobilization) |
$479,830.24 |
|
Option Period 1 |
$473,230.24 |
|
Option Period 2 |
$473,230.24 |
|
Total: Not-to-Exceed |
$1,426,290.72 |
The proposal from A Customer’s Point of View, Inc., was determined to be the best value to the Authority, price and other factors considered. This is a fixed-priced contract. The contract term is one (1) base period of 1 year and two (2) option periods of 1-year each.
RESPONSIBLE DEPARTMENT: Operations and Maintenance
body
RESOLUTION
OF THE
CAPITAL METROPOLITAN TRANSPORTATION AUTHORITY
BOARD OF DIRECTORS
STATE OF TEXAS
COUNTY OF TRAVIS
AI-2022-639
WHEREAS, Capital Metro has a need to evaluate the strengths and weakness associated with the delivery of public transit services and identify areas in need of improvement;
WHEREAS, mystery rider programs have proven that they are a valuable tool in collecting data about the quality, consistency and comfort of transit operations, and the data collected during these programs can be used to improve service to the community and provide better interactions with our customers; and
WHEREAS, the Capital Metropolitan Transportation Authority Board of Directors and Capital Metro management recognize the need to award this Mystery Rider Program contract to the most qualified and responsive and responsible firm to fulfill this goal.
NOW, THEREFORE, BE IT RESOLVED that the Capital Metro Board of Directors authorizes the Interim President & CEO, or their designee, to finalize and execute a contract with A Customer’s Point of View, Inc., in an amount not to exceed $1,426,291 for one (1) base period of 1 year and two (2) one-year option periods.
____________________ Date: ____________________
Secretary of the Board
Leslie Pool