CVR-SAFE Motorist Aid Call Answering Services

The Capitol Valley Regional Service Authority for Freeways and Expressways (CVR-SAFE) is seeking qualified proposals for contractor services to establish and operate a Motorist Aid Answering Center (MAAC) capable of answering 100% of the calls generated by the 511 Motorist Aid service and CVR-SAFE call box system, prior to removal. The contract term will be three years with potential for two (2) one-year extensions.

Background

The Capitol Valley Regional Service Authority for Freeways and Expressways (CVR-SAFE) was formed pursuant to Section 2550, et seq., of the California Streets and Highway Code for the purpose of implementing, maintaining and operating motorist aid services on freeways and State highways, including a roadside assistance system accessed via 511 in the following counties: the County of Sacramento; the County of Yolo; the County of Sutter; the County of Yuba; the County of El Dorado; and the County of San Joaquin.

CVR-SAFE staffs and manages the greater Sacramento region’s motorist aid program, a cooperative effort that currently includes roadside assistance accessed via 511 and approximately 300 call boxes sites on about 750 miles of highway in a seven-county area. Roadside assistance accessed via 511 and call boxes, provide motorists in need with a direct link to the California Highway Patrol, Freeway Service Patrol services, and other motorist aid services via a private call answering service.

The program is a joint venture of Sacramento, San Joaquin, Sutter, Yolo, Yuba, and El Dorado counties, which together operate CVR-SAFE. CVR-SAFE also currently manages the motorist aid system in Glenn County. It is financed by an annual $1 charge on all registered vehicles in the participating counties.

CVR-SAFE will begin removing roadside and trailside call boxes in spring of 2026 with the total removal of all roadside and trailside call boxes scheduled for December 2026. Calls that come through the 511 Roadside Assist feature and roadside assistance calls to the remaining roadside call boxes must be answered.  Private call answering services are necessary to maintain the operations of the CVR-SAFE motorist aid system. This RFP and subsequent contract for motorist aid call answering services will allow services to continue without interruption.

Project Details

• Reference ID: FY26-18-RFP
• Department: Transportation
• Department Head: Kristina Svensk (Director of Transportation)

Important Dates

• Questions Due: 2026-04-04T00:00:00.000Z
• Answers Posted By: 2026-04-18T00:00:00.000Z
• Pre-Proposal Meeting: 2026-03-27T20:00:00.000Z — https://sacog-org.zoom.us/j/86983019843

Addenda

• Official Notice #1: Pre-Proposal Meeting Q+A (released 2026-04-18T02:41:00.163Z) —

  Please see the attached Attendees and Questions and Answers from the Pre-Proposal Meeting.

Evaluation Criteria

• Project Understanding (10 pts) —

  Clear understanding of the background and requirements of the project.

• Overall Project Approach (25 pts) —

  The overall and technical approach to be followed and the tasks to be performed, including detailed steps, resources required, introduction of innovative or advanced strategies, and proposed project schedule.

• Resource Allocation (20 pts) —

  The relative allocation of resources, in terms of quality and quantity, to key tasks including the time and skills of personnel assigned to the tasks and consultant’s approach to managing resources and project deliverables.

• Demonstrated Experience and Qualifications (30 pts) —

  Overall education, experience, and qualifications of proposed personnel, including qualifications of the project manager and assurance of involvement in the project. This includes technical ability relevant to the scope of work in this RFP.

• Cost Analysis and Justification (15 pts) —

  Cost analysis related to calculation of task costs and overall justification of costs.

Submission Requirements

• Table of Contents and List of Proposal Documents Submitted (required) —

  Required upload for this section:

  • Table of Contents
  • Itemized list of all proposal documents being submitted
• Transmittal Letter & Conflict of Interest Statement (required) —

  Transmittal Letter

  Name position title, business address, phone number, email, and electronic signature of an individual with authority to negotiate on behalf of and to contractually bind the Consultant, and who may be contacted during the period of proposal evaluation.

  Conflict of Interest Statement

  Proposers must disclose to CVR-SAFE any actual, apparent, or potential conflicts of interest that may exist relative to the services to be provided under Agreement for consultant services to be awarded pursuant to this RFP.

  If the consultant or firm has no conflict of interest, a statement to that effect must be included in this section. 

  Required upload for this section:

  • Transmittal Letter
  • Disclosure of any Conflict of Interest, or Statement of No Conflict of Interest
• Acceptance of Standard Terms and Conditions (required) —

  By submitting a proposal, proposers confirm that they have reviewed the standard terms and conditions as provided in the attached Sample Agreement, and accepts the terms and conditions with or without qualifications. 

  Any exceptions to CVR-SAFE's standard terms and conditions must be included with the proposal at time of submission for consideration. For any exception requested, rationale for the request, and a redlined/annotated Sample Agreement must be uploaded in this section. 

  Required upload for this section: 

  • Statement confirming that consultant has reviewed and accept the standard terms and conditions in the Sample Agreement, with, or without qualifications; and
  • A statement that they do not have exceptions to the terms and conditions, or
  • Rationale for exceptions, and a redlined/annotated sample agreement with requested changes.
• Project Approach (required) —

  Proposal must include a Project Approach narrative clearly describing the elements outlined below (Project Understanding, Technical Approach, Project Schedule, and Project Management)

  A. Project Understanding 

  Demonstrate an adequate understanding of this project, and the role and relationships of CVR-SAFE. Explain the consultant’s intended role as related to the role of CVR-SAFE.

  If the consultant proposes major changes to the project approach, those changes should be specified clearly.

  B. Project and Technical Approach

  Narrative of the proposed project approach. Must include a thorough but concise explanation of the consultant’s proposed course of action. References should be made to RFP requirements, includes the requirements listed below and the consultant’s plans for meeting those requirements.

  1. Description of existing facilities and systems, including a floor plan or offices and workspaces and a listing along with a brief description of all key equipment and software proposed for use in the MAAC. The plan should include photos of offices and workspaces.
     
     
  2. Commitment that call-answering for CVR-SAFE must be out of a single physical facility, i.e. located within a single building.
     
     
  3. Description of any facilities or facility expansion, as well as hardware and software, required to provide the services described in this RFP.
     
     
  4. Description of the steps involved and the anticipated timeline for establishing communications links between the proposed MAAC and call boxes, bike trail call boxes, 511 Roadside Assist calls, the CHP Communications Centers, tow trucks and other service providers, the call box maintenance contractor, and CVR-SAFE.
     
     
  5. Description of how the proposer will set up its call answering system to separately identify and provide statistics on fixed call boxes, TTY (including bike trail call boxes) and 511 Roadside Assist calls, as well as segregating CVR-SAFE calls from those of other SAFEs.
     
     
  6. Brief description of how any needed additional facilities and/or systems would be acquired and integrated into the existing operation and a commitment to do so within the timeframe described in the Implementation Schedule.
     
     
  7. Description of any power backup systems in place or proposed to be installed. While no specific length of time for backup capability has been required, Proposers should describe in their proposals the types of backups proposed, the backup capabilities of each type, and any issues related to installing a type of backup not currently used at the proposed facility.
     
     
  8. In general, the CVR-SAFE Selection Committee will look more favorably upon backup capabilities that offer longer backup support that exceeds the likely duration of a blackout or other power failure conditions, subject, however, to the effect the backup system may have on the Cost Proposal submitted by the Proposer.
     
     
  9. Proposers shall describe their planned approach for achieving coordination with the CHP on the matters listed in the Scope for Work.
     
     
  10. The number of personnel by position currently working each shift at the call center from which the proposer proposes to provide call box answering, qualifications required to fill each position, and reporting relationships among positions.
      
      
  11. A list of additional staff positions and numbers of personnel required to provide the services described in this RFP.
      
      
  12. An explanation of how the proposer will ensure that CVR-SAFE calls will be answered within the times required by the Key Performance Standards set forth above.
      
      
  13. A commitment to hire and train any additional personnel within the timeframe described in this Implementation Schedule. Also, a commitment to ensure that translators for other languages are on call and can be contacted within a reasonable time 24 hours a day, seven days a week.
      
      
  14. In their proposals, Proposers should provide screens they currently use, if any, and their planned approach to modifying them for use with CVR-SAFE. Proposers should commit to having the scripts and screens read for use within the timeframe described in the Implementation Schedule.
      
      
  15. Include existing policies, procedures and training plans.
      
      
  16. Describe how proposer would enhance and/or refine these elements to ensure they include all policies, procedures and training plans needed to perform the scope of work.
      
      
  17. A commitment to have these enhanced/refined elements in place within the timeframe described in the project schedule.

  C. Project Schedule

  A task-based description of the proposed project schedule (including milestones, draft and final deliverables) and the deliverables to be produced.

  D. Project Management

  An explanation of the project management system and practices to be used to assure that the project is completed within the scheduled time frame and that the quality of the required work and products will meet CVR-SAFE's requirements.

  Required upload for this section: 

  • Narrative explanation of the Overall and Technical project approach
  • Proposed Project Schedule
  • Description of the Project Management System
• Consultant Qualifications, References, and Staffing (required) —

  Proposal must include the elements outlined below (Statement of Experience and Qualifications, Level of Effort/Staffing Resources, Organizational Chart, Resumes, References, and optional Work Samples.  

  A. Statement of Experience and Qualifications 

  1. Describe the qualifications and experience of the consultant/subcontractor and key project staff relevant to the work described in this RFP, including descriptions of previously completed projects, and associated outcomes.
     
     
  2. Proposal must include a professional resume for each proposed member of the project team.
     
     
  3. Proposal must include an Organizational Chart, identifying the proposed Project Manager and all key Project Staff, including subcontractors. 

  B. Level of Effort/Staffing Resources (Required)

  1. Proposals must include a Level of Effort and Staff Resources Matrix indicating the effort, either in percentage of the total project or in person-hours, which will be contributed by each professional, during task making up the project. Subcontractors should be included.

  2. This matrix should be organized by task and align with Scope of Work and Budget Tasks.  The matrix should include the team member's position title, hourly rate, participation in % or in hours per task. This must also include any proposed subcontractor(s). This helps determine the reasonableness of task costs proposed. 

  C. References (Required) 

  Two (2) to Three (3) relevant references will be verified and must include:

  1. Client contact names, address, email addresses, and phone number(s)
  2. Descriptions of the type of work performed
  3. Approximate time of performance
  4. Names of consultant's professional staff who performed the work
  5. If a subcontractor is proposed, references should be provided for the subcontractor.

  D. Work Samples (Optional)

  Up to two (2) samples of the consultant’s work on closely related projects may be included but are not required.

   

  Required uploads for this section: 

  • Statement of Experience and Qualifications
  • Resumes
  • Organizational Chart
  • Level of Effort/Staffing Resources
  • References
  • Optional Work Samples

   

• Cost Proposal (required) —

  The required Cost Proposal consists of a task-based budget to support proposed Task cost allocations. 

  Cost Proposal

  CVR-SAFE anticipates compensating Contractor monthly on a per-call-answered basis, and Proposers are requested to submit separate single per-call prices for fixed call box, TTY and 511 Roadside Assist calls, for the three-year term of the contract and for each of the two option years.

  Download and complete the attached MAAC Cost Proposal, and upload to this section. 

  Failure to provide adequate cost data that justifies the Task costs proposed will result the proposal CVR-SAFE deeming the proposal unresponsive.

  Required uploads for this section:

  • MAAC Cost Proposal
• Consultant and Subcontractor Information (required) —

  Download and complete the attached Consultant and Subcontractor Information form. 

  Required upload for this section: 

  • Completed Consultant and Subcontractor Information form
• Subcontractor Letter of Commitment & Conflict of Interest Statement —

  For any proposed subcontractor, the proposer must include a letter from the subcontractor committing to perform at least the work shown for the subcontractor in the submitted Level of Effort/Staff Resources matrix.  Letters should be on subcontractor letterhead and signed by an authorized signatory of the subcontractor. 

  Commitment letters must include any actual, apparent, or potential conflicts of interest that may exist for the Subcontractor relative to the services to be provided under Agreement for consultant services to be awarded pursuant to this RFP. If the consultant or firm has no conflict of interest, a statement to that effect shall be included in the letter. 

  If the consultant or firm has no conflict of interest, a statement to that effect shall be included in the letter of commitment.

  Required upload for this section:

  • Subcontractor(s) Letter(s) of Commitment, to include
  • Disclosure of any potential Conflict of Interest; or Statement of No Conflict of Interest
• Affirmative Action Program (required) —

  If required pursuant to the equal employment opportunity requirements of the U.S. Department of Labor Regulations (41 CFR Part 60, et seq.)., the proposal should include a description of the Consultant’s Affirmative Action (AA) program,

  Regulations cited above require that certain contractors to develop and maintain affirmative action programs, including service contractors (non-construction) with 50 or more employees and a federally assisted contract of $50,000 or more.

  Required upload for this section:

  • Statement describing Consultant’s AA Program, only if required. 
• Debarment Certification (required) —

  Download and complete the attached Debarment Certification n form.  This form must be completed by the Consultant and by any proposed subcontractor. 

  Required upload for this section:

  • Signed Debarment Certification by the Consultant and each subcontractor proposed 
• Levine Act and Government Code 1090 Disclosures (required) —

  Download and complete the attached Levine Act and Government Code 1090 forms.  These forms must be completed by the Consultant and by any proposed subcontractor. 

  Required upload for this section:

  • Signed Levine Act form and Signed Gov Code 1090 Form by the Consultant and each subcontractor proposed 
• Certification of Restrictions on Lobbying —

  Download and complete the attached Certification of Restrictions on Lobbying form if your proposal is more than $100,000. This form must be completed by the Consultant and any proposed subcontractors.

  Required upload for this section:

  • Signed Lobbying Certification by the Consultant and each Subcontractor proposed, if applicable. 
• Full Cost of Proposal (required) —

  Enter the proposed total cost for the entire contract term.

  This amount should match the proposed budget total cost and align with the Level of Effort and Staff Resources Matrix. 

• Full Proposal Document PDF (required) —

  Required upload for this section:

  • Upload the full proposal package in a single PDF document, not password protected.
• Addenda Acknowledgement (required) —

  By checking this, Proposer acknowledges any and all addenda issued for this RFP. 

Questions & Answers