ADA Paratransit and Demand/Response Transportation Software (RFI)

ID Requirement Language Priority Compliance (Yes/ Yes-Alternate/ No) Proposal Refer N e u n m ce b ( e S r e ) ction and Page Comments / Clarifications Included in COTS (Yes/No) Comments / Clarifications
0. Note
0.1 "Metro" refers to Kalamazoo's public transit system For information
In the following requirements, "Users" refers to both Metro staff using the Staff Portal and customers using
0.2 the Self-Serve Portal. Where a requirement is only relevant to one group or the other, "Metro Staff" or For information
"Customers" will be used respectively.
1. General
The vendor shall provide a scheduling and dispatch software solution to support ADA and conventional
shared-ride demand-responsive microtransit services including:
Service design and configuration tools
1.1 Staff and customer self-serve trip booking and account management tools Mandatory
Scheduling, dispatch and service supervision tools
Operator tools
Data collection and reporting tools
2. Service Design and Administration
The solution shall be able to support the delivery of several service types concurrently, including:
Pre-booked and same-day, door-to-door ADA and non-ADA service (Metro Connect)
2.1 Pre-booked and same-day, microtransit for ambulatory and non-ambulatory riders (Metro Link) Mandatory
Note that Metro Link currently does not provide pre-booked trips but that Metro would like to ensure that
functionality for potential future service adjustments.
2.2 T zo h n e e s . olution shall support various service zones, and permit one or more service type to operate within each Mandatory
Valid pick-up and drop-off locations shall be defined and updated by Metro from time-to-time within the
2.3 s d y o s o t r e m A D fo A r d s i e f r f v e i r c e e n t i s s e p r r v o i v c i e d t e y d p w es i t ( h e i . n g . 3 , / M 4 e m tr i o le C o o f n M ne e c tr t o a n fi d x e M d e r t o r u o t e L i s n e k rv ) i a c n e. d M /or i c z r o o n tr e a s n . s F i o t r ( M ex e a t m ro p L le in , k d ) o o is r -to- Mandatory
provided as a zone-based stop-to-stop service.
The characteristics of different service offerings, including specific dates operated, and the hours of service
2.4 for each service day and service type, shall be configurable within the system. For example, certain areas Mandatory
within Kalamazoo County are only serviced on specific days and at specific times.
The solution shall account for fleet information and different characteristics of the fleet and each vehicle,
including but not limited to:
Quantity of vehicles of a given type
Full seated capacity
2.5 s e M ate a d x i + m 2 u m m o c b ap il a it c y i t d y e , v a i n c d e s c , a O pa R c i 3 ty s e c a o t n e f d ig + u r 3 a t m io o n b s i l i i n t c y l u d d ev in ic g e s s t ) orage capacity of mobility devices (e.g., 5 Mandatory
Ramp and/or mobility device lift
Vehicle range
Valid service zone(s) and or service type(s)
Fuel type (e.g., diesel, hybrid, aternative fuel)
2.6 A ac c c c o e u s n s t t a o c a c d e m ss i n p i r s iv tr i a le ti g v e e s . features and functionality within the software shall be limited based on user Mandatory
2.7 S sy ta st f e f m sh . all be able to create, modify and remove users and assign user privileges within all aspects of the Mandatory
2.8 Interactions performed by users shall be logged by user account, time, and nature of the change. Mandatory
2.9 T im h p e l s e o m lu e t n io ta n t i s o h n a p ll h a a l s l e o w an M d e a t f r te o r S t t h a e f f s t e o rv c i o c n e f h ig a u s r l e a u ea n c c h h e s d e . rvice zone (Requirement 2.2) during the Mandatory
3 Trip Booking Process
3.1 T tr h ip e r s e o q l u u e ti s o t n s s s u h b a m ll i i t n t c e l d u d to e M a t e r t i r p o b S o t o af k f i , n h g e r a e n i d n c re u f s e t r o r m ed e r t o i n a f s o r th m e a " ti S o t n a f p f o P r o ta rt l a t l o " . facilitate customer service and Mandatory
3.2 T au h t e h e S n ta ti f c f a P te o d rt a a l n d sh a a u ll t h b o e r i a z v e a d i l b a y b l M e o e n tr l o y . to authenticated and authorized Metro staff or contractors Mandatory
3.3 T ef h fi e c i S e t n a t f f u P se o . rtal shall be intuitive and simple to use. It shall require minimal keystrokes and clicks to support Important
The solution shall include a self-serve trip booking and customer information portal to provide customers
3.4 with the ability to make trip requests and inquire about their personal accounts, herein referred to as the "Self- Mandatory
Serve Portal."
3.5 T ta h b e le S ts e , l f a - n S d e r s v m e a P r o tp rt h a o l n s e h s a , l l a n b d e a a v s a a i l m ab o l b e i a le s a a p w p e a b v - a b i a la s b e l d e i o n n te i r O fa S c e a o n n d d A e n v d ic ri e o s d i . n cluding personal computers, Mandatory
Both web- and app-based interfaces of the Self-Serve Portal shall be intuitive and accessible to a wide range
3.6 of users, including users with disabilities. The vendor shall provide documentation related to accessibility Mandatory
features (e.g., conformance with WCAG 2.1 Level AA).
3.7 T la h n e g u S a e g lf e - . S A er t v m e P in o i r m ta u l m sh , a th ll e s S up el p f o -S rt e r m v u ic l e ti p P l o e r t l a a l n s g h u a a l g l e s s u a p n p d o r p t r E o n v g id li e s h u s a e n rs d w Sp it a h n o is p h ti . ons to change the Important
3.8 A Re t q e u le ir p e h m on en e t i n 3 f .5 or t m o a m ti a o k n e l i a n t e r i s p h a re ll q b u e e s a t v . ailable to customers as an alternative to the options provided in Mandatory
3.9 Customers shall be able to book, view, and modify pre-booked and same-day trips. Mandatory
3.10 M can et c r e o l l S a t t a io ff n s s h w a i ll t h b i e n a 1 b h le o u to r c o o f n a f i t g ri u p r e m r a u y l e o s n r l e y l a b t e e d m t a o d w e h b e y n s t c a a f n f. cellations can be made. For example, Mandatory
3.11 A a n ll e t w ri p a s c c s o h u a n ll t . require a registered customer account. Trip requests for a new user shall prompt the creation of Mandatory
Customer accounts shall be assigned an eligibility status that determines their eligibility for certain trips
3.12 b E a li s g e i d b l o e n , S th e e n i r o e r q , u A ir d e u m lt e , n C ts h o il f d t ) h a e n A d m el e ig ri i c b a i n li s ty w s i t t a h t u D s i f s o a r b c il u it s i t e o s m A e c r t a ( c A co D u A nt ) s . E sh li a g ll i b o i n li l t y y b ty e p m es o ( d e i . f g ia ., b A le D b A y - Metro Mandatory
Staff. Metro Staff shall be able to set a default eligibility status for all new customer accounts.
3.13 Users shall have the option to request a trip as soon as possible (e.g., next available pick-up time). Mandatory

Users shall have the option to request a trip in advance (e.g., at a later date or time, up to 7 days in advance)
3.14 based on their eligibility and the service type (e.g., Metro Connect of Metro Link) of the requested trip. Mandatory
3.15 U al s ig e n rs m s e h n a t l l w h i a th v e A t D he A o r p e t s io tr n ic t t o io r n e s q . u I e n s t p a a r r t e ic c u u l r a ri r n , g o n tr ly ip 5 b 0 a % se o d f o t n ri p th s e c i a r n e l b ig e i b re i c li u ty rr f i o n r g / t s h u a b t s ty cr p i e p t o io f n tr i b p a s a e n d d . in Mandatory
3.16 Metro Staff shall be notified and prompted to update billing processes once a recurring trip is requested. Mandatory
3.17 T st h a e ff . s oftware shall have to ability to configure toggleable triggers and approval processes to notify Metro Mandatory
3.18 M wi e th tr o re S m ta in ff d s e h rs a l f l o b r e e l a i b g l i e b i t l o it y in r d e i n c e a w te a t l h s e . date of the first and, optionally, the date of the last requested trip, Mandatory
Users shall be prompted to share required and relevant trip request information prior to booking, including:
i. Pick-up location
ii. Drop-off location
3.19 iii. Requested pick-up time or drop-off time Mandatory
iv. Number of passengers travelling and their status (e.g., guest, required attendant)
v. Mobility device(s), including wheel chairs, walkers, strollers, car seats, etc.
vi. Additional notes about the trip request
Users shall have the trip request options presented to them that are applicable to the eligibility type assigned
3.20 t c o o m th p e l c e u te s d to o m n e t r h ' e s f a i c x c e o d u r n o t u a t n e d n e s t e w rv o i r c k e . l T im he it a tr t i i p o n o s p . t T io r n ip s o p p re ti s o e n n s te f d o r t o M th et e r o c u L s i t n o k m c e a r n s h in a c ll l u b d e e c p o a n r f t i i g a u l r t a ri b p l s e by the Mandatory
agency (e.g., best option only displayed, three best options displayed).
3.21 U or s m er a s n s u h a a l l l m b a e p a s b e l l e e t c o ti o se n a . rch for locations by address, partial street name, common place, alias, intersection, Mandatory
When trip requests cannot be accommodated as stated, the Staff Portal shall be able to automatically provide
additional trip options and clearly identify what features do not align with the initial request, including:
3.22 i i . i . T V im io e la d ti i o ff n e r o e f n t c r e a v fr e o l m tim or e i g p i o n l a ic l i t e r s ip request (e.g., 2 hours earlier) Important
A warning shall be issued to staff, who can choose to select a trip option after recieving supervisory
approval.
3.23 U re p tu o r n n c t o o m pi p c l k e - ti u o p n , o o f r o le n a e v t e r i f p ro r m eq d u r e o s p t, - o u f s f e . rs shall be given the option to request a follow-up trip, such as Important
3.24 U co s m er p s l e s t h e a d l , l w be it a h b e l l e i g to ib s il e i e ty t h e e x p s i t r a a tu ti s o n o f c a h l e l c r k e s q . uested trips, including requested, confirmed, scheduled, and Mandatory
3.25 U rid s e e r r s s ) s . h A a l 1 l 0 h - a m ve in t u h t e e a s b to il p it y m t u o s t t r b a e v e p l e t r o m a i t s te e d co i n n d t h lo is c a in ti s o t n a n d c u e r . ing a scheduled trip (as is the case for Connect Important
3.26 F ca o n r c r e e l c la u t r i r o in n g r e tr q i u p e s s , t u m se u r s s t s t h ri a g ll g b er e s a u b p le e r t v o i s r o e r q u ap es p t r o c v an al c . e l singular, several, or all subsequent trips. A Mandatory
4. Scheduling Process
4.1 S bo c o h k ed ed u , l e a s n s d h s a u ll b b sc e r a ip u t t i o o m n a tr ti i c p a s l . ly generated to accommodate all requested trips, including same-day, pre- Mandatory
4.2 All changes made by staff shall be tracked by time and account, including eligibility modifications. Mandatory
Schedules shall optimize service operations, as measured by factors such as:
i. Non-revenue driving times (minimize);
4.3 i i i i . i . C C u u s s to to m m e e r r t r w a a v i e t l t t i i m m e e s s ( ( m m i i n n i i m m i i z z e e ) ) ; ; and Mandatory
iv. Passengers per vehicle;
Metro shall be able to add, modify, and remove schedule optimization criteria.
Schedules shall be constrained by Metro-defined service-level criteria, including:
i. Available vehicles and operator shifts (including rules related to operator breaks);
ii. Rider's restrictions (e.g., vehicle exceptions, accompanying passengers, eligibility status) and trip request
4.4 parameters (e.g., arrive by/depart at request times); Mandatory
iii. Maximum passenger time on vehicle;
iv. Vehicle restrictions;
v. Service restrictions;
4.5 S in c s h tr e u d c u t l i e o s n s s , h l a e l v l e g r e a n g e i r n a g t e a a n c u tu p a -t l o v - e d h a i t c e l e m n a a p v o ig f a t t h i e o n a r p e a a t h a s n d th t a r t a f d f e ic te i r n m fo in rm e a e t x i p o e n c f t r e o d m tr t a h v e e l G ti o m og e l a e n T d r a tu ff r i n c - f b e y e - d tu . rn Mandatory
Schedules shall be capable of automatically passing relevant key information from the customer information
4.6 database to the scheduling and operator interfaces. For example, notes related to unloading instructions or Important
location details.
4.7 T be h e u p sy d s a t t e e m d t s o h e a n ll s a u u re to t m ha a t t i i c t a i l s l y a c g c e u n r e a r t a e t e to a r e p a re l- d w ic o t r e l d d e c s o t n im di a ti t o ed n s a . rrival time. The estimated arrival time shall Important
While the solution shall generate optimized schedules automatically in all situations, authorized Metro staff
4.8 shall be able to modify automatically generated schedules to account for operational requirements from time- Mandatory
to-time.
4.9 Staff shall be able to manually add, remove and shift trips between vehicles/drivers. Mandatory
4.10 S al t g a o ff r i s t h h a m ll f b ro e m ab m le a t k o i n lo g c m k o se d r i v fi i c c a e t s i , o v n e s h t i o c l t e h s e , l o o p c e k r e a d to i r t s e , m a s n . d trips to prevent the automatic scheduling Mandatory
When a specific trip(s) needs to be reassigned, the system shall be capable of automatically generating
4.11 multiple options of an updated schedule that accounts for the reassignment and impacts to service overall Mandatory
(e.g., minutes delayed).
4.12 W use h r e . n S a ta m ff o s d h i a f l i l c a b t e i o a n b l v e i o to la d te i s s m cu is s s to t m he e r a l r e e r s t t r a i n c d ti o c n o s n t o i r n u se e r w vi i c t e h - l t e h v e e m l c o o d n i s fi t c ra a i t n io ts n , w th i e th s y s s u t p e e m rv s is h o a r l l a a p l p e r r o t v th a e l. Mandatory
4.13 Staff shall be able to indicate number, type, capacity, and range of vehicles. Mandatory

4.14 Staff shall be able to view assigned schedules for all vehicles and drivers, including historical data. Mandatory
4.15 Staff shall be able to modify vehicle and driver schedules for active and future services. Mandatory
Staf shall be able to add or remove roads, identify road closures, and apply geofences to prevent access to
4.16 s p p la e n c n if e ic d r c o l a o d su s. r e S s t ) a , f a f n s d h a a l d l - h h a o v c e . t T h h e e a r b o i a li d ty n t e o t w in o p r u k t m th o e d s f e i c r a o t a io d n n s e s tw ha o l r l k b m e r o e d fl f e ic c a te ti d o n in s t i h n e -a r d o v u a t n in c g e (e.g., for Important
recommendations and expected travel time.
5. Trip Information and Communication
5.1 The system shall be capable of calculating accurate pick-up windows based on scheduled pick-up times. Mandatory
The system shall allow Metro Staff to configure different definitions of pick-up windows for different service
5.2 types and trip types. For example, a Metro Connect Access trip may have a 15-minute window, whereas a Mandatory
Metro Link trip may have a 20-minute window.
Pick-up windows shall be viewable for different users, including:
i. Dispatch, during the trip booking process
5.3 ii. Dispatch, during service supervision (e.g., day-of service) Important
iii. Operators
iv. Customers
The system shall be capable of automatically notifying customers of their scheduled trips the day before, with
5.4 t i h . e P i f c o k ll - o u w p i w ng in i d n o f w ormation: Important
ii. Pick-up and drop-off locations
The system shall be capable of automatic notifications by the following methods, as configured by Metro:
i. Phone calls
5.5 ii. Email Important
iii. Text notification
iv. Push notifications through app
5.6 S bo ta o f k f i s n h g a , l a l n b d e r a e b l l a e t e t d o c to o n s f c i h g e u d r u e l c e a d n t n ri e p d s . and ad-hoc messages for the customer to receive at trip planning, trip Important
5.7 The system shall intergrate with an Interactive Voice Response System (IVR). Mandatory
5.8 The IVR shall provide customers the option to schedule, cancel, and speak to management. Mandatory
5.9 All calls shall be recorded and Metro staff shall have access to all recordings any time as needed. Important
Customers shall be able to view pertinent trip details including pick-up/drop-off location and pick-up
5.10 window following their trip booking confirmation. Other details such as trip distance and driver/vehicle info Mandatory
shall be viewable within 30 minutes of the trip start.
5.11 C lo u c s a t t o io m n e s r a s n s d h a E l T l b A e s a f b o l r e p t i o c k v - i u ew ps . real-time information about upcoming trips, including real-time vehicle Important
5.12 C co u m st m om un e i r c s a s ti h o a n ll c b h e a n a n b e le l( t s o ) . receive real-time updates about their trip(s) through their preferred Important
5.13 C th u e s ir t o t m rip e . rs shall be provided the option to rate their trip experience on a scale of 1 to 5 at the completion of Important
6. Service Supervision
6.1 M an e d t r m o a s n ta a f g f e a s n e d r v a i u c t e h , o c r o iz m ed m c u o n n ic tr a a t c e t w or i s t h s h o a p l e l r h a a to v r e s , a c a c n e d s s g e to n e a r a li t v e e r e u p s o e r r t s in . terface from which they can monitor Mandatory
6.2 M Fo e r t r e o x a s m ta p ff l e s , h M all e t h r a o v s e t a th ff e m ab a i y l i t t o y g t g o l e to o g n g l t e h e a c a c b e i s li s t y to t o fe d a i t r u e r c e t s ly f o c r o m au m th u o n r i i c z a ed te c w on it t h r a o c p to e r r s a t f o o r r s e f a o c r h M s e e t r r v o i c L e i n ty k p . e . Mandatory
6.3 F ex e a a m tu p re le s , a c n u d s t f o u m nc e t r i o s n er a v li i t c y e w re i p th re in se t n h t e a t s i o v f e t s w m ar a e y s o h n a l l y l b u e s e li m m i o t n e i d t o b r a in se g d t o o o n l s u s to e r u a p c d c a o t u e n c t u a s c to ce m s e s r p s r o iv n i l t e h g e e ir s . t r F ip o s r Mandatory
6.4 M Ex e a t c ro t v s i t e a w ff s a s n h d a a ll u b th e o c r o iz n e f d ig c u o r n ab tr l a e c a to n r d s f s i h lt a e l r l a b b e le a . ble to monitor all vehicles in a map interface in real-time. Mandatory
Metro staff and authorized contractors shall be able to distinguish the status of the vehicles on the map, such
6.5 a i. s O : n-time performance (early/on-time/late); and Mandatory
ii. Availability (i.e., conducting service or not).
6.6 M ser e v tr ic o e s a ta r f e f a a (s n ) d , e a t u c t . h a o n r d iz l e o d c a c t o e n t t h ra e c m to o rs n s t h h a e l l m b a e p a i b n l t e e r t f o a c se e a . rch for specific vehicle(s), operator(s), rider(s), Mandatory
Metro staff and authorized contractors shall have the ability to enact same-day operational adjustments
including, but not limited to:
i. Schedule Modifications as defined in Section 4;
ii. Add and remove vehicles from service;
6.7 iii. Remove, assign, and re-assign operators to vehicles; Mandatory
iv. Add, edit, and suspend a vehicle schedule;
v. Add, edit, and suspend an operator schedule;
And others as defined and configured by the agency from time to time.
The system shall warn Metro staff and authorized contractors when certain actions are not recommended
6.8 ( a e p . p g r ., o v g a o l i n b g e f a o g r a e i a n l s l t o v w e i h n i g c l M e r e e t s r t o r i s c t t a i f o f n a s n ). d T a h u e t h s o y r s i t z e e m d s c h o a n l t l r a n c o t t o i r f s y t s o u p p e ro rv c i e s e o d r s t o a n ta d k r e e a q c u t i i r o e n s . u T p h e e r v s i y s s o t r e y m shall Mandatory
log when warnings are not heeded.
6.9 Metro staff and authorized contractors shall be able to view detailed information on a specific vehicle, Mandatory
including current trip, estimated arrival time, etc.
6.10 M op e e t r r a o t o s r t a o f r f v a e n h d i c a l u e t , h f o o r r i z a e t d le c a o s n t t t r h a e c t p o r r e s s s e h n a t l d l a b y e a a n b d le u t p o t v o i e tw w o c u w r e re e n k t s a in n d a d u v p a c n o c m e i . ng service information, by Mandatory
6.11 M pri e o t r r o s c s h ta e f d f u a l n e d s a a n u d th t o r r ip iz e re d q c u o e n s t t r s a , c t t o o a rs m sh in a i l m l b u e m a b o l f e o t n o e v y i e e a w r p p a ri s o t r b . ooking and schedule information for all Mandatory

The system shall notify Metro staff and authorized contractors when:
i. Vehicles are delayed more than a user-configurable length of time;
ii. Delays lead to unaccommodated trips or trips that violate trip and service restrictions (e.g., rider will be
6.12 late for appointment).; Mandatory
iii. Trip no-shows;
iv. Cancellations;
v. Other configurable parameters as defined by the agency.
6.13 M ve e h t i r c o le s , t a a f g f r a o n u d p a o u f t h v o eh ri i z c e le d s c a o n n d tr / a o c r t a o l r l s v s e h h a i l c l l e b s e . able to send pre-defined (canned) and custom messages to a Mandatory
6.14 Metro staff and authorized contractors shall be able to receive messages from all operators. Mandatory
7. Operator Interface
7.1 O in p fo e r r m at a o t r i s o n sh a a n ll d h c a o v m e m ac u c n e i s c s a t t o e w an i t i h n t d e i r s a p c a t t i c v h e . interface from which they can access their current service Mandatory
The operator interface shall support installation on Commercial off the Shelf (COTS) hardware such as a
7.2 t e a n b c l o e u t. r a W ge h d il e to t h re e c i o n m te m nt e i n s d t o a p le p v r e o r p a r g ia e t e C h O a T rd S w h a a r r e d w an a d r e p a ro v v a i i d la e b p le r e w fe i r d r e e l d y p in ri c th in e g m s a h r o k u e l t d , t M he e t v r e o n d d e o e r m is the Mandatory
hardware acceptable and excercise the purchase from the vendor as an option.
7.3 T re h c e o n o f p i e g r u a r t e o r t h i e n t s e y r s fa te c m e s t h o a d ll i s p p r l o a m y p a t p o p p ro e p ra r t i o at r e s i t n o f s o i r g m n a i t n io w n. ith their unique credentials, and automatically Mandatory
7.4 Operators shall have the ability to view their work assignment for the day, including any scheduled trips and Mandatory
any breaks or out-of-service periods
Operators shall be able to easily see details on upcoming pick-ups and drop-offs, including:
i.(cid:9)Detailed pick-up directions
ii.(cid:9)Notes regarding the customer, trip, and/or pickup location, incliding door-to-door instructions
7.5 iii.(cid:9)Accessibility needs and mobility aids required Mandatory
iv.(cid:9)Attendant requirements
v.(cid:9)Drop-off information including scheduled time and order in the sequence
vi. Trip fare to be collected
Operators shall receive clear trip instructions, including audio and visual turn-by-turn instructions, for all
7.6 revenue and non-revenue movements while the vehicle is in service. Routing must reflect up-to-date and real Mandatory
street network data.
7.7 T fo h r e s c o h p e e d ra u t l o e r c i h n a te n r g fa e c s e s u sh c a h l l a s a u c t a o n m ce a l t l i a c t a i l o l n y s r , e n m e a w in t r u ip p s -t , o a - n d d a t r e e v w i i s t e h d t h p e ic c k u u r p r e t n im t s e c s h . edule, providing information Mandatory
Operators shall have the means to acknowledge and/or communicate the following information directly via
the interface:
Successful customer pick-ups and drop-offs
7.8 Customer not found at the pick-up location (i.e., "no-show") Mandatory
Receipt of instructions, manifest changes, or communications from supervisors
Request to communicate with staff
Emergency situation ongoing
7.9 O m p es e s ra a t g o e r ) s shall have the means to communicate with supervisors via canned or free-form messages (e.g., text Mandatory
Operators shall be notified via the user interface when a message and/or request to communicate (e.g, talk
via radio) is received from a supervisor. Notifications that require immediate operator
7.10 confirmation/intervention shall be prioritized, and could include: Mandatory
Receipt of a request to talk via radio
Receipt of a work assignment and/or manifest change
7.11 The system shall intergrate with the existing radio network. Important
7.12 T in h d e i c s a y t s e t d e m an s e h m al e l r h g a e v n e c y th s e i t a u b a i t l i i o ty n t o o n r g e o c i o n r g d ) emergency radio communications (e.g., when operators have Important
7.13 T re h q e u s ir y i s n t g e m th a s t h a th ll e l v im eh it i c a l v e a i i s l a s b to le p p fe e a d t u to re a s c w ce h s i s l e f u th ll e s v y e s h te i m cle f e is a t i u n r e m s. otion to limit unnecessary distractions, Important
7.14 T up h c e o o m p i e n r g at o sc r h i e n d te u r l f e a c a e n d sh t a ri l p l s re a m va a i i l n a b fu le n . ctional in the event of communications loss, with the most up-to-date Mandatory
The operator interface shall provide a clear indication when it is operating during communications loss (i.e.,
7.15 not receiving updates to scheduled). Mandatory
The system shall be capable of providing daily driver manifests in multiple formats, in case an alternative
7.16 f i. o r P m ri a n t t a is b l n e e P ed D e F d , . a T n h d is should include at a minimum: Mandatory
ii. Spreadsheet
7.17 The operator interface shall maintain all data if the device and/or vehicle is shutoff for any prolonged period. Mandatory
Operators shall have the ability to communicate with the next rider prior to boarding to coordinate pick-up.
7.18 Staff shall have the ability to configure the limitations on when operator-customer communications are Important
available.
8. Customer Account and Eligibility Management
8.1 T el h ig e i s b o il l i u ty ti . on shall include a customer account database to manage customer information, history, and service Mandatory
8.2 T da h t e a b v a e s n e d s o i r n s t h o a t l h l e s i u r p p p ro o p rt o t s h e e d a s g o e l n u c ti y o n in . accurately and completely transferring the existing customer account Mandatory
8.3 A on c c s e ta s f s f t a o c f c e o a u t n u t r e a s c c a e n s d s . functionality to modify and edit the customer account database shall be limited based Mandatory
Staff shall be able to create, manage, and monitor accounts. The customer account creation process shall be
intuitive and shall include all accessibility and mobility fields relevant to Metro services.
8.4 Mandatory
The information required during account creation will vary depending on the type of account and eligibility
(e.g., Metro Link may only require name and phone number).
Customers shall be able to create and manage their own account, or fields therein, in accordance with the
8.5 a b g e e a n b c l y e ' s t o p o ch li a c n ie g s e . F th o e r i r e x el a i m gi p b l i e li , t y cu i s n t d o e m p e e r n s d s e h n o t u o l f d t h b e e a a g b e le n c to y . u M pd e a tr t o e t s h h e a i l r l c b o e n a ta b c le t e to m c a o il n a fi d g d u r r e e s s w b h u ic t h s h fi o e u ld ld s n a o re t Mandatory
editable.