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 ...
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