Consultant Services for SACOG 511 Traveler Information System Modernization

Sacramento Area Council of Governments (SACOG) is seeking a qualified and forward-thinking vendor to deliver a streamlined and modernized 511 Traveler Information System, delivered exclusively through an interactive voice response (IVR) telephone platform. This new system will replace SACOG’s current multi-channel setup—which includes web, app, and traffic data portal—with a simplified, telephonic-only solution that better aligns with actual usage patterns and regional needs.

The primary goal of this Request for Proposal (RFP) is to implement an intuitive, scalable, and fully automated IVR platform that provides reliable, real-time information on roadway conditions, transit, and motorist aid services. SACOG is particularly focused on ensuring that the new system remains reliable and accessible to all users, particularly those without immediate access to a roadside call box or smartphone/internet. By narrowing the delivery method to IVR, SACOG aims to reduce operational complexity while preserving the utility that a 511 system offers.

This document outlines the deployment, operation, maintenance, and enhancement of an IVR-based 511 system. The selected vendor will play a critical role in helping SACOG deliver a focused and effective Traveler Information System that maintains regional access to critical Motorist Aid services.

SACOG is a Joint Powers Authority (JPA) representing 28 city and county governments across El Dorado, Placer, Sacramento, Sutter, Yolo, and Yuba counties. The agency serves as the region’s federally designated Metropolitan Planning Organization and plays a dual role: leading long-range planning and investing in near-term transportation solutions in partnership with local jurisdictions. SACOG also provides staffing and oversight for the Capitol Valley Regional Service Authority for Freeways and Expressways (CVR-SAFE), which operates the Motorist Aid Service/Freeway Service Patrol program. This multi-county area partnership delivers roadside assistance to drivers experiencing non-emergency incidents on highways in the Sacramento and San Joaquin regions.

SACOG’s original 511 Traveler Information System launched in 2004, followed by a major upgrade in 2014 that expanded access via website, mobile application, and IVR phone systems, as well as a unified traffic data system. However, actual use over time has demonstrated that the IVR telephone system remains the most utilized and essential component. Meanwhile, the web and real-time traffic data functions have proven costly to maintain and largely underutilized by the public and agency partners.

To realign with how the system is used—and to eliminate the inefficiencies of maintaining a complex, multi-channel system—SACOG seeks a transition to a voice-based 511 service. The streamlined 511 platform should serve as a single, comprehensive point of contact for travel information and Motorist Aid access. By focusing exclusively on IVR delivery, SACOG seeks to build a simpler, more focused system that meets the needs of travelers while maintaining fiscal and operational efficiency.

To support this transition, SACOG has established the following objectives:

• Award a three-year contract with two optional two-year extensions to a contractor for deployment, operation, and maintenance of a 511 platform.
• Deliver a fully automated IVR platform that minimizes or eliminates the need for live call attendants.
• Ensure ease of use, maintenance, and scalability, allowing for new services or regional partners to be added over time.
• Aggregate real-time data from Caltrans and local agencies to provide consistent, up-to-date traveler information.
• Offer bilingual access (English and Spanish) and intuitive navigation using speech recognition and touchtone fallback.
• Maintain system availability and uptime, with reliable performance monitoring, reporting, and support.
• Enable seamless integration with neighboring or statewide 511 systems, where applicable.