Demand Response Software Replacement

WeGo Public Transit is seeking proposals from qualified vendors to replace our current Demand Response software system. WeGo will oversee the entire process. This includes selecting a vendor, managing implementation, and ensuring the system meets our operational and accessibility needs.

We are looking for a software solution that leverages artificial intelligence (AI), offers dynamic optimization, includes a mobile app for users, operates in the cloud, integrates real-time traffic data, and supports integration with third-party providers (including taxis and TNCs) in a broker-type function. The new system should provide scalable, intelligent solutions for managing paratransit services, and also commingle demand response and microtransit trips to optimize resources.

The selected vendor will be responsible for providing the software and supporting WeGo through the following tasks:

Software for Demand Response, Same day Choice program and Microtransit.

Implementation

Training and Change Management

Post-Implementation Support

Project Details

• Reference ID: 2025207
• Department: Mobility Services
• Department Head: Marilyn Yokley (Director of Mobility Services)

Important Dates

• Questions Due: 2026-06-01T18:00:00.000Z
• Pre-Proposal Meeting: 2026-05-27T18:00:00.000Z — Microsoft Teams meeting Join: https://teams.microsoft.com/meet/247893784563764?p=tShiiqPNIkB6AKvo0n Meeting ID: 247 893 784 563 764 Passcode: tX7VW6sr ________________________________________ Need help? | System reference Dial in by phone +1 312-763-9891,,10694052# United States, Chicago Find a local number Phone conference ID: 106 940 52# For organizers: Meeting options | Reset dial-in PIN ________________________________________________________________________________

Evaluation Criteria

• 1. Ability to Meet System Requirements (Compliance Matrix, Productivity, WCAG 2.1) (40 pts) —

  How does the proposer meet the requirements of the Compliance Matrix – Dispatch & Reservations requirements and demonstrate? How does the proposer meet the requirements of the Compliance Matrix – Customer-facing functions (web/app/IVR/notifications)? How does the proposer meet the requirements of the Compliance Matrix – Reporting/NTD/TD and operational analytics? How does the proposer meet the requirements of the Productivity improvements – approach + measurability/proof? How does the proposer meet the requirements of the Accessibility – WCAG 2.1 for dispatch, reservations and customer interfaces?

• 2. Relevant experience of the firm and key individuals (public agencies) (15 pts) —

  What experience does the proposer have in implementing similar demand-response replacement/paratransit systems? What experience does the proposer's key personnel in the areas of PM, technical lead, and training lead? What experience does the proposer key personnel have with integrating with eligibility/ fare/3rd-party providers? What is the proposer's key personnel experience managing public transit software replacement projects? Experience evaluating or leveraging existing open contracts and ensuring compliance with internal procurement policies? Includes qualifications of key personnel, prior work with transit agencies, and understanding of ADA/FTA requirements. What is the proposer’s previous experience in projects of this nature, particularly in a public transit agency’s On-Demand software replacement and related responsibilities? What is the proposer’s recent (last five years) experience representing governmental clients, particularly transit agencies, government agency policy-making boards, and employment organizations? Did the proposer provide references specifically related to On- Demand Software replacement? Did the reference(s) indicate positive experiences with the proposer? Were the proposer’s previous projects completed on time and on budget? Does the proposing team have experience in providing all the required elements of this project? Have the members of the proposing team previously worked together to deliver a successful

   

• 3. Project Approach (PM, Implementation Plan, Schedule, Training) (15 pts) —

  Does the proposer's proposal demonstrate clarity, detail, and feasibility of the proposed approach to managing all project phases (Performance management (PM), Implementation Plan, Schedule Realism, and Training )? How did the proposer demonstrate their ability within their training approach to meet the project roles, curriculum, delivery, and materials? How does the proposer's testing approach meets the Agency needs in the following areas ( SIT/UAT/cutover/acceptance)? Does the proposal address the scope of work? Does the proposal demonstrate that the proposer will be able to deliver all the required tasks? Are the relationships among tasks and objectives understood and clearly defined? Does the proposal approach include a clear and comprehensive process for on-demand software replacement? Does the overall project approach provide solutions that are able to be implemented and are effective in real-world operations? How does the proposer management approach demonstrate and address the agency's needs in the area of cadence and risk issue control? How will it manage the performance of the demand response software replacement provided by subcontractors?

   

   

• Lowest Cost (20 pts)
• 4. Vendor’s preferred model/features (Licensing, MDT OS, optimization, fare, reconciliation) (15 pts) —

  What is the vendor's preferred licensing model alignment (SaaS/on-prem/term, escalation limits), and how does the vendor's licensing model alignment align with the Agency's scope of work?
  What is the vendor's operating system for MDTs & device management approach, and how will this approach create a great operating system for MDTs & device management for the Agency?
  What are the vendors' optimization triggers/configurability, and how will this impact the overall success of the project?
  What are the vendor's Fare management capabilities (including choice programs), and how will these capabilities create great project frequency?
  What are the vendor's preferred Access-on-Demand reservation reconciliation steps (controls/auditability), and how will these steps create project success?

• 5. Cost (including options) (15 pts) —

  How does the overall proposer cost represent the best value to the Agency, along with options? Total cost of ownership (TCO) – 5-year view. How does the cost of implementation/services pricing (setup, configuration, migration) provide cost savings to this project? How do the Hardware/MDT/cellular/MDM costs provide value to this project? How does the proposer's cost for Ongoing support/maintenance/user group fees provide value to this project? How does the proposer provide Options/alternates pricing clarity? How does the proposer demonstrate their pricing transparency & completeness (no hidden fees)?

Submission Requirements

• Cover Page & Cover Letter (required) —

  All proposals shall be accompanied by a cover letter of introduction and an executive summary of the proposal that shall not exceed ten (10) consecutively numbered (1-10) pages. 

  1. Qualifications, Experience, References, and Samples
  1. Briefly introduce the Proposer, providing a summary of the Proposer’s administration, organization, and staffing, including multiple offices, if applicable.
  2. Clearly state the contact person's title and contact information.
  3. Describe the Proposer’s experience in the last five (5) years in performing services of similar size and scope.
  4. Provide references for similarly successful projects from at least three governmental agencies (or regional districts), including the name of the agency, contact name, telephone, fax and email address. 

  1. References are to be provided on Form 11 – References – included in the Forms section of the proposal submission;  and
  2. Provide a clear and concise summary of the overall approach to the project, the team’s expertise, client services, and client communications.

   

• Ability to meet System Requirements ( Compliance Matrix, Productivity, WCAG 2.1) (required) —

   

  1. Upload a Completed Requirements Matrix Form
  2.  Upload - Provide a concise overview of the proposed solution and clearly describe how the system will meet WeGO’s requirements and intended outcomes, including key functional areas such as reservations, scheduling, dispatch, driver interface/onboard tools, customer notifications, reporting, and integrations.

   

• Relevant experience of the firm and Key individuals ( Public Agencies ) (required) —

    

  This section, which shall be no longer than five (5) consecutively numbered pages (excluding team member resumes) should include a detailed discussion of the full proposal team's relevant experience, including the relationship between subconsultants and primes, how the team will be integrated to ensure a cohesive work product, and a representation of each team member’s experience and qualifications.  At a minimum, this section must include:

  3. 1. 1. 1. Describe the qualifications and experience of the key personnel who will be assigned to this project and explain how that experience supports the successful delivery of software/hardware implementation for a public transit agency. Focus on implementation roles (e.g., project manager, implementation lead, data conversion lead, integration/API lead, training lead, and onboarding/driver technology lead), not operational staffing.
              1. Identify the Vendor’s Project Manager and implementation leads. Provide each individual’s role and estimated level of effort (percentage of time) during implementation phases (planning, configuration, integration, testing, training, go‑live, stabilization).
  4. 2. 1. 2. 2. Describe experience implementing similar demand response/paratransit platforms for public agencies, including deployments that involved any of the following: multi‑provider operations, integrations/APIs, same‑day optimization, onboard driver applications, rider communications, and data migration. Include outcomes achieved (qualitative or quantitative) and the Vendor’s role/responsibilities.
• Project Approach (PM, Implemenatation Plan, Schedule, Training) (required) —

  This section should include a detailed discussion of the proposer's project approach to the project and how this approach will ensure the project's success.  At a minimum, this section must include:

  1. 1. 1. 1. 1. Describe the approach to integrations, including API strategy, interface design, testing, and cutover planning.

  2. 2. 2. 2. 2. Hardware / Onboard Deployment

  3. 3. 3. 3. 1. • If the solution includes onboard devices or driver applications, describe the deployment approach, installation scheduling, device management, and rollout strategy that minimizes service disruption.

  4. 4. 4. 4. 3. Parallel Operations / Cutover Strategy

  5. 5. 5. 5. 2. • Describe how the Vendor will support transition from the current platform to the new platform, including parallel operations (if required), go‑live readiness criteria, rollback approach, and stabilization support

  6. 6. 6. 6. 4. Change Management and Adoption

  7. 7. 7. 7. 3. • Stakeholder engagement approach
                 • Communication Plan
                 • Role-based Training
                 • Go-live Support model
           8. High-level Schedule
              1. Provide a high-level schedule identifying major milestones, key dependencies, and the Vendor’s assumptions and constraints
           9. Recommended Training
           10. Provide preferred licensing model
           11. Provide sample End User License Agreement
           12. Provide Operating System for Mobile Data Computers (MDTs)
  8. 8. 8. 13. Project Management Approach
        9. Supplemental project information appendix, including:
           1. Fare Management Capabilities
           2. If the proposed solution is Cloud-based, provide the following:
  1. Description of networked connectivity methods in addition to reference documentation, which includes:
     1. A logical IT / network / cloud diagram which includes data repository and data backup
     2. A data flow diagram
  2. Data Security Information
     1. Include methods of encrypting data at rest and in motion
  3. Proof of certification/compliance for relevant standards to the service provided – in addition to those listed in the Statement of Work for the RFP – such as, but not limited to, ISO/IEC 27000, PCI DSS, SOC 2, CMMC, etc.
     1. Within two weeks of receiving notice to proceed, the Vendor shall provide the supporting documentation regarding above and other necessary certifications as required in the RFP
     2. Vendor will make a new report available to WeGO once each year or at each recertification period, whichever is more frequent
  1. 9. 10. 14. Résumés of all proposed key personnel and the availability during Contract performance periods of all key personnel.
        11. Completed forms and certifications required by the RFP.

   

• Vendor's preferred model/features (Licensing, MDT OS, Optimization, Fare,Reconcilation) (required) —

  1. Provide your Agency's preferred licensing model alignment (SaaS/on-prem/term, escalation limits)

  2.  Provide your Agency's  preferred Operating system for MDTs & device management approach
  3. Provide your Agency's preferred Optimization triggers/configurability
  4. Provide your Agency's preferred Fare management capabilities (incl. Choice programs)
  5. Provide your Agency's preferred Access-on-Demand reservation reconciliation steps (controls/auditability)

• Cost (Including Options) (required) —
  1. Each proposer shall submit one copy only of the information required below:
     1. Completed Price Form, included in this RFP. Pricing must include costs for all Options.
     2. All supporting documentation for the cost proposal, including, without limitation:
        1. Information demonstrating to WeGO that the proposer has the necessary financial resources to perform the Contract.

  Please download the document below, complete it, and upload it along with all supporting documents.

• Acceptance of the Proposed Contract Terms and Conditions (required) —

  If a proposer has exceptions to the contract terms, the Scope of Work, or any other aspects of the RFP, the proposer MUST include the exceptions in this section.  Proposers are advised that Nashville MTA NOT consider changes to contract terms that are raised after the proposals have been evaluated.  Submissions that include statements that exceptions to contract terms and conditions will be provided if the proposer is selected for contract negotiation will be deemed non-responsive and will not be evaluated.

  Nashville MTA will not consider changes to Federal Transit Administration Clauses or State of Tennessee Clauses.

• Proposed Contract (required) —

  Please download the below documents, complete, and upload.

• Required Forms —

  The Agency requires proposers to complete and submit with the RFP all forms indicated in the Forms section.

  If a form is not applicable to the proposal or the proposing organization, please indicate not applicable and SUBMIT.

• ITS Cloud Solution Questionaire (required) —

  Please download the below documents, complete, and upload.

• DBE Documents —

  Nashville MTA reserves the right to ask questions of the proposer, investigate and require additional information as it determines necessary in its sole discretion to ensure that the regulations and the Agency’s rules are followed as it relates to DBE participation.

• Third Party Confidentiality Agreement (required) —

  Please download the below documents, complete, and upload.

• Affidavit of Non-Collusion (required) —

  Please download the below documents, complete, and upload.

• Proposer's Certification of Eligibility (required) —

  Please download the below documents, complete, and upload.

• Compliance with Specifications (required) —

  Please download the below documents, complete, and upload.

• Buy America Certificate (required) —

  Please download the below documents, complete, and upload.

• Letter(s) of Intent 6-A (required) —

  Please download the below documents, complete, and upload.

• DBE Goal Commitment to DBE (Participation Form) 6-B (required) —

  Please download the below documents, complete, and upload.

• Good Faith Effort Documentation Form 6-C (required) —

  Please download the below documents, complete, and upload.

• DBE Utilization Form 6-D (required) —

  Please download the below documents, complete, and upload.

• Certificate of Authority (required) —

  Please download the below documents, complete, and upload.

• Certification of Restrictions on Lobbying (required) —

  Please download the below documents, complete, and upload.

• Certification Regarding Debarment and Suspension Primary Participant (required) —

  Please download the below documents, complete, and upload.

• Certification of Lower-Tier Participants (required) —

  Please download the below documents, complete, and upload.

• Contact Information of Similar Contracts/References (required) —

  Please download the below documents, complete, and upload.

• Affidavits (required) —

  Please download the below documents, complete, and upload.

• Notice to Proposer (required) —

  Please download the below documents, complete, and upload.

• Subcontractor Information (required) —

  Please download the below documents, complete, and upload.

• DBE Approval Certification (required) —

  Please download the below documents, complete, and upload.

• Copies of Insurance Certifications and Permits —

  Please upload copies of your Insurance Certifications and any Permits that are required here.

• Appendix A- Required Reports (required) —

   

  Fare and Funding

  • Billing by funding source
  • Funding source trip summary
  • Trip count by funding source
  • Trip cost by fare type
  • Fare collected report (not in current use but is a nice to have)

  Operational

  • Client statistics report
  • Common Location report
  • Cross reference
  • Daily Operations
  • Double bookings
  • Late trips summary (currently only MTA, would need to all providers including Core and Choice Programs)
  • Payroll Actual and Scheduled
  • Same day and advance booking’
  • Ride length
  • Slack time
  • Time and Distance
  • All trip (core and choice ) lat / long data

  Productivity

  • Cancel missed no show and more
  • Monthly service report
  • On time compliance (need to all providers including WeGo, vendors , Core Ada and Choice)’
  • Optimize report
  • Provider Productivity (For Wego, Providers including Core ADA and Choice)
  • Trip distance productivity details and sum
  • Trip hours productivity details and sum

  Statical

  • NTD reports
  • Ridership by location, zip code, council district, ADA zone, Polygons etc
  • Trip counts by booking type, disability, distance, eligibility, funding source, provider, zip code, travel time
• Appendix B- Advanced Shipping Notice (required) —

  All proposers are required to fill out the advanced shipping notice form

  Please download the documents below, complete them, and upload.

• Pricing (required) —
  • Choose Option 1 when you have set line items, for example:
    • This is a quote for goods or commodities.
    • This is a public works bid, with a pricing table that can be uploaded into OpenGov Procurement from an Excel spreadsheet.
    • Seeking services for hourly rate schedules.
  • Choose Option 2 when you need vendors to provide you with the line items.
• Description of Services and/or Products (required) —

  Enter a short description of the services and/or products that are being requested.

• Will this be awarded based on lowest cost? (required)
• Is this solicitation for software? (required)
• Is there a DBE requirement? (required)
• Will an Evaluation Committee be reviewing results? (required)
• Evaluation Committee Members (Optional) —

  Please enter the Names and E-mail Addresses for all the members of your Evaluation Committee.

• Evaluation Committee Non-Scoring Members (Optional) —

  Please enter the Names and E-mail Addresses for the Non-Scoring Members of your Evaluation Committee.

• Contract Term (required) —

  Enter the length of the contract term for your solicitation.

  Example: five (5) years

• Overall DBE Participation Goal (required) —

  Enter the number of the percentage for the overall DBE participation goal.

  Example: 5

• Insurance Requirements (required)
• Agencies participating in the project: (required)
• Funding Source - 1 (required)
• Check all that apply: (required)