Request for Proposal - On-Demand Senior, Disabled, and Workforce Door-to-Door Rides

Request for Proposal (RFP)

On-Demand Senior, Disabled, and Workforce Door-to-Door Rides

Introduction

The City of Hermiston is seeking proposals from qualified entities to manage and operate the Hermiston On-Demand Ride Service programs. This program provides accessible transportation for senior citizens, disabled individuals, and workforce riders, with an emphasis on safety, reliability, and customer service. The awarded entity will operate and manage the program to ensure efficient, high-quality service.

Background

The City of Hermiston has subsidized taxi rides for seniors and disabled residents within city limits through a voucher system since the early 1960’s. In 2019 this service was expanded to also provide subsidized rides to workers in need of rides to/from work anywhere in the Hermiston, Umatilla, Stanfield, & Echo zip codes. Together, these programs provide approximately 24,000 one-way rides per year.

• Senior/Disabled Program (FY’24)

  • 13,978 rides within City Limits

• Workforce On-Demand Ride Cooperative (WORC) (FY’24)

  • 4,909 within Hermiston City Limits

  • 2,004 within 97838 Zip Code (outside City Limits)

  • 2,588 between Hermiston and Umatilla/Stanfield

  • 22 between Umatilla and Stanfield

  • 0 To/from Echo

These services have been operated 7 days per week, and average approximately 64 rides per day. The minimum service hours were up to 18 hours per day, but have been curtailed in recent years due to cost. This RFP makes no requirement for minimum operating days or hours, and instead focuses on cost-containment. The request therefore seeks proposals which offer the maximum realistic level of service within the defined cost ceiling.

Historical Pricing Structure

• Senior/Disabled Program:  This program operates as a ticket-based voucher program, where riders who qualify must purchase tickets from Hermiston City Hall at a price of $3 each. The service provider then collects those tickets in exchange for a ride, which they subsequently turn in to the City each month in exchange for $3 each, plus the subsidy per-ride.

• WORC Program: This program operates as a pre-paid punch-card based system, where riders who qualify must purchase punch-cards which correspond to the zone where their employer is located. The service provider then must provide a ride based on the punch-card in exchange for punching-out one of the rides. For this program, the provider is paid each month corresponding to the number of punch-cards sold. The amount paid includes the amount paid by the rider plus a subsidy. The historical pricing to the customer for a 10-ride punch card on the WORC program has been:

  • $30-                 within Hermiston City Limits

  • $32.50-            Within 97838 zip code (outside City Limits)

  • $57.50-            Between Hermiston and Umatilla/Stanfield

  • $90-                 Between Umatilla & Stanfield

Scope of Work

The awarded entity will be responsible for the following:

• Transportation Services: Providing on-demand, door-to-door rides for seniors, disabled individuals, and workforce riders within the Hermiston area, including specific designated service areas.

• Scheduling & Reservations: Managing reservations via telephone and digital platforms, ensuring rides are booked 24 hours in advance when possible.

• Vehicle Fleet: Deploying an appropriate fleet of vehicles capable of meeting the transportation needs of riders, including those requiring accessible vehicles (wheelchair-capable, etc.).

• Customer Service: Ensuring all riders are treated respectfully and receive timely, safe, and reliable service. Operators should be trained to handle passengers with mobility aids, special needs, or personal care attendants.

• Safety & Compliance: Adhering to all applicable safety standards, regulations, and policies as outlined in the WORC Policy Manual, and ensuring that vehicles are inspected and maintained regularly.

Budget & Cost Limitations

The City of Hermiston expects to receive proposals that provide service at a price not to exceed $415,000 per year. That cost ceiling will be effective for two years from July 1, 2025 through June 30, 2027. The City of Hermiston will not tolerate requests for cost increases during that time. The proposing entity will be expected to submit a detailed breakdown of costs and demonstrate how they will operate the service within this budget, detailing the number of vehicles, staffing hours, and service days they will provide within these financial constraints.

Proposal Requirements

Proposers must include the following in their submission:

1. Service Plan: A detailed plan addressing the following:

   • Proposed days of the week and hours of operation.

   • The number of vehicles to be used during service hours, with a breakdown of vehicle types (standard, accessible).

   • Proposed staffing levels for both drivers and customer service representatives.

   • A staffing schedule that ensures appropriate coverage during service hours.

   • A safety and training plan for drivers and staff, including how the proposer will ensure compliance with all relevant regulations.

2. Budget and Cost Breakdown.

   • A detailed financial proposal showing how the service will be provided within the $415,000 annual budget. This budget amount is all-inclusive of all projected rider fares, grant funding, and City subsidy.

   • The cost breakdown should include vehicle operation, fuel, staffing costs, insurance, maintenance, and any other relevant expenditures.

   • Any cost-saving measures or efficiencies that will be implemented to meet the budget.

   • Proof that the service can be financially viable without any other outside revenue, such as from general taxi rides.

3. Experience and Qualifications:

   • A description of the proposer’s experience in providing similar services, including any past contracts for similar on-demand transportation programs.

   • References from other clients or municipalities for which the proposer has provided similar services.

   • An outline of the qualifications and experience of the key personnel involved in managing and operating the service.

4. Operational Plan:

   • An outline of how the service will be operated on a daily basis, including vehicle scheduling, dispatch protocols, and customer service procedures.

   • How the proposer will ensure timely responses to inclement weather or other unforeseen challenges, such as high demand for rides or equipment failure.

5. Safety and Compliance:

   • How the proposer will ensure that the service adheres to all applicable safety and compliance requirements, including maintaining clean and safe vehicles and following procedures for handling service animals, personal care attendants, and other specific rider needs.

6. Quality Assurance Plan:

   •  A plan for monitoring and maintaining high service standards, including how complaints and service issues will be addressed

7. Customer Service & Communications:

   • A description of the customer service system, including how riders will schedule trips, cancel rides, or communicate with the service provider.

   • How the proposer will handle complaints or issues raised by riders.

8. Timeline:

   • The proposer should outline a timeline for implementing and launching the program, including any necessary steps for acquiring vehicles, training staff, or developing customer outreach materials.

Proposal Submission

Proposals must be submitted no later than 5:00 p.m., March 21, 2025. Proposals should be sent to:

Hermiston City Hall
Attention: Mark Morgan
180 NE 2nd St. Hermiston, OR 97838
Phone: (541) 567-5521

Email: mmorgan@hermiston.gov

Evaluation Criteria

Proposals will be evaluated based on the following factors:

• Cost effectiveness within the $415,000 annual budget.

• Deliverability. High weight will be given to the likelihood of whether a proposal is financially deliverable. A proposal which promises unrealistic service levels within the proposed budget will be marked down.

• Service quality, including timeliness, safety, and customer service.

• Experience and qualifications of the proposer.

• Detailed operational and staffing plans.

• Adherence to the City of Hermiston's policies regarding safety, accessibility, and service standards.