FMCB Approves IntelliRide/Transdev as New RIDE TRAC Operator

Today the MBTA's Fiscal and Management Control Board (FMCB) authorized the execution of a contract to operate The RIDE Access Center (TRAC) to IntelliRide/Transdev, in the amount of $57.5 million over 5 years with 2 additional one-year options.

"Substantial process improvements have allowed the MBTA to seek out a vendor with the skillsets, capacity, and depth of experience to properly manage The RIDE program, and to deliver a level of service that our RIDE customers deserve," said MBTA General Manager Luis Manuel Ramírez. "I want to thank our RIDE team for leading the transition to the new vendor, and I want to thank The RIDE advocate community for their patience and their engagement throughout the process, and I look forward to the start of this revamped service."

"TRAC is the foundation for The RIDE to provide high quality service and to operate cost effectively, and it is also the foundation for future savings goals," said Bay State Council of the Blind Treasurer Rick Morin. "With TRAC operating efficiently, we can begin layering on top of that other important savings initiatives, like third-party Non-Dedicated Service Providers. We look forward to seeing TRAC become stabilized under this new contract."

"I was pleased to be a member of the selection committee that recommended IntelliRide/Transdev for the new contract," said Chairman of the Access Advisory Committee to the MBTA Jim White. "I am convinced that we have found a vendor with the skillset and experience necessary to best serve the needs of the MBTA’s paratransit customers."

"We appreciate that the MBTA recognized the problems under the previous contract and worked with riders and advocates to find solutions," said Boston Center for Independent Living Executive Director Bill Henning. "MBTA General Manager Luis Ramírez has made customer service a top priority and we are determined to deliver an improved level of paratransit service."

The MBTA announced in December 2017 a mutual agreement to part ways with previously contracted TRAC operator and manager Global Contact Services (GCS). Following a detailed work plan submitted to the MBTA for approval, GCS’s contract is expected to end by the end of May with the full transition of IntelliRide/Transdev as the sole TRAC operator on June 1.

With the transportation needs of paratransit customers of utmost importance, a centralized control center remains the foundation for all future RIDE improvements. The RIDE took a leadership role in stabilizing TRAC service and procuring a new TRAC vendor with the procurement process beginning in January 2018. A dedicated procurement team pursued a holistic redesign of the service, engaging users and advocates, updating requirements and operational procedures, developing proper incentive structures, and creating industry competition. The evaluation process conducted by this team also engaged a number of industry experts to ensure procurement and bidder quality across all major business functions.

Three bids were received, with a comprehensive evaluation process conducted by the team, including answering over 300 questions from the bidders, rigorous testing by evaluators, site visits to observe current operations, and final scoring of proposals.

IntelliRide, a division of Transdev, was unanimously found to be the strongest candidate, with strong references provided by other transportation authorities. IntelliRide/Transdev is a national leader in transportation with local experience in Massachusetts. They hold 200 transit contracts, have serviced over 400 million passenger trips, handle 13,000 calls per average weekday in over 30 cities, and utilize a comprehensive technology toolkit that further enhances their operations. IntelliRide/Transdev currently contracts as a service provider and control center manager for multiple US authorities, has experience managing a similar large paratransit operation in East Bay, CA, has experience using the same dispatch and scheduling software currently in place, and already has a working relationship with Lyft as a Non-Dedicated Service Provider.

Costs with Transdev are also in line with MBTA expectations with a total 5-year cost of $57.5 million, with a combined option years cost of $23.1 million (total of $80.6 million, lower than an $80.8 million cost estimate). Though this contract's costs are higher than GCS's bid, 4 new positions will be added at TRAC to enhance overall operations and customer service; there is allocated capital for investment in self-service to improve operations, customer experience, and drive cost savings in the long run; and salary increases at the Center intend to attract higher quality talent.

The RIDE will fully support and partner with IntelliRide/Transdev to successfully transition and implement its operational improvements. The RIDE will provide ongoing support throughout the transition and has improved its contract management oversight to hold IntelliRide/Transdev accountable over the long term. A strong contract management team with deep operational expertise will provide RIDE resources on-site on a regular basis and a contract performance manager will be added to supplement the team. The RIDE has also secured enhanced corporate support and resourcing for regular performance monitoring and on-site visits. Quarterly business reviews and annual business planning meetings will be instituted with enhanced and redesigned incentives.