Description
The City of Los Angeles Department of Transportation (LADOT) is seeking proposals from qualified and licensed firms to manage and operate the LADOT Transit Customer Service Center for all of the City’s Transit Programs. The scope of work includes the administration of the Cityride Paratransit Coordinator and Technology services, which include eligibility determination, registration approval, customer service, sale and distribution of fares, database program management, and electronic transit fare card technology system management. The selected firm will be required to provide a range of services, including customer support, fare media sales, and record keeping. The contract term is expected to be 36 months, with an option to extend up to 2 years.
Some key tasks and deliverables include:
• Managing and operating the LADOT Transit Customer Service Center
• Administering the Cityride Program
• Providing customer support for DASH and Commuter Express Mobile Ticket/Pass Program
• Selling fare media for Foothill Transit and LA Metro
• Maintaining records and databases
• Providing multilingual support
• Disseminating rider alerts
• Processing customer complaints and commendations
• Escalating issues to City staff
• Providing training to staff
The evaluation criteria for this RFP include the proposer's qualifications, staff qualifications, operating methodology, and cost effectiveness.