RFP 26-20 Regional Shuttle and On-Demand Microtransit Program

Request for Proposals RFP 26-20
Regional Shuttle and On-Demand Microtransit Program
City of Woburn, Massachusetts
Posted: April 27, 2026
Due: May 18, 2026 @ 12:00 NOON
To: odeluca@cityofwoburn.com
Deliver to:
City of Woburn
Purchasing Department
ATTN: Orazio DeLuca
Chief Procurement Officer
10 Common Street
Woburn, MA 01801

Request for Proposals (RFP)
Regional Shuttle and On-Demand Microtransit Program
Participating Municipalities of Woburn, Burlington, Wakefield, and Reading
I. INTRODUCTION
The participating municipalities of Woburn, Burlington, Wakefield, and Reading seek proposals
from qualified transportation service providers to operate a regional shuttle and on-demand
microtransit program. Through this procurement, the municipalities intend to select a contractor
capable of delivering a flexible, technology-enabled, turnkey service that improves mobility
within and among the four communities.
The desired service model should support local and intermunicipal trips, strengthen first-mile
and last-mile connections to commuter rail, bus service, and other major transportation nodes,
and provide access to important regional destinations such as employment centers, downtowns,
commercial areas, and healthcare facilities, including Winchester Hospital and Lahey Clinic. The
service is intended to benefit residents, workers, visitors, and other riders, including individuals
who do not drive, prefer not to drive, or require an accessible transportation option.
The municipalities also view this program as an opportunity to support downtowns, business
districts, employers, and other destination areas by improving access, reducing parking demand,
and advancing broader sustainability goals through shared transportation and reduced reliance on
single-occupancy vehicle trips. The selected service model should be flexible and scalable over
time, with the ability to adapt through changes to service zones, hours, fleet mix, designated
destinations, and fare policy.
II. PROJECT DESCRIPTION
The municipalities seek a fully managed mobility program that can be launched
and operated with minimal municipal overhead. The selected contractor shall provide all
elements necessary for successful operation, including vehicles, drivers, dispatch and scheduling
tools, rider booking tools, customer support, maintenance, cleaning, insurance, training,
marketing support, and reporting. The municipalities anticipate awarding a contract for an
initial one-year funded term. Continuation, renewal, or extension beyond the initial term may be
considered based on funding availability, contractor performance, and the needs of the
participating municipalities.
The municipalities are particularly interested in proposals that support point-to-point trips within
defined service areas, shared rides where operationally appropriate, and service
to designated destinations outside the core service area, specifically Winchester Hospital.
Proposers may recommend service zones, launch phasing, fleet mix, and service span, provided
the proposal clearly explains how the recommended model advances the objectives of this
procurement.
Proposers shall clearly identify all assumptions underlying their service plan, including any
requested municipal support for vehicle storage, staging, charging, signage, or branding. The
municipalities anticipate that the service will launch as a fare-free program. Proposers should

base their submissions on a fare-free operating model at launch, but may also describe how fare
collection could be implemented in the future.
Requested Service Concept
* Demand-responsive service within proposer-defined zones located in and among the
participating municipalities.
* Service to key destinations outside the core zones, including Winchester Hospital and
other destinations identified by the municipalities, such as transit stations, healthcare
facilities, employment centers, and community destinations.
* A rider booking experience that includes a mobile option and a non-
smartphone option, such as web-based or telephone reservations.
* Real-time trip status information for riders, including estimated arrival times and
service alerts.
* A client-facing dashboard and exportable trip-level reporting for municipal
oversight.
* A service design that can be adjusted over time through changes to hours, vehicles,
zones, and designated destinations.
II. SCOPE OF SERVICES
The selected contractor shall furnish all labor, supervision, materials, software, equipment,
vehicles, management, and incidentals necessary to implement and operate the service. The
scope shall include, at a minimum, the following tasks and responsibilities.
Service planning and launch
* Participate in kickoff meetings with representatives of the participating
municipalities.
* Refine the proposed service plan, including service zones, designated
destinations, fleet plan, operating policies, and launch schedule.
* Prepare a launch work plan identifying milestones, staffing, training, public
communications, and readiness activities.
Operations
* Provide daily service operations in accordance with the approved service plan.
* Dispatch vehicles and manage dynamic trip assignment, ride grouping, and
service monitoring.
* Provide service supervision and operational problem-solving during all service
hours.
* Average wait time not to exceed 20 minutes.
* Minimum Operations 7 am - 7 pm M-F; Weekend hours TBD
* Optimize for maximum number of travelers
* Must be able to accommodate wheelchair users in fleet
Vehicles and fleet management

* Provide all vehicles needed to implement the proposed service, including
accessible vehicles.
* Perform routine maintenance, inspections, cleaning, fueling or charging,
registration, and repair.
* Maintain all vehicles in a safe, reliable, and presentable condition.
Drivers and staffing
* Recruit, screen, hire, train, supervise, and retain all required personnel.
* Ensure all drivers are licensed and qualified for the vehicles they operate.
* Maintain appropriate staffing levels to deliver the approved service plan and
cover absences or disruptions.
Technology and customer tools
* Provide a rider-facing reservation platform and a driver-facing dispatch tool.
* Provide real-time vehicle tracking, estimated pickup information, customer
notifications, and service alerts.
* Provide a client-facing dashboard and data exports as described in this RFP.
Customer service
* Provide customer support for rider registration, booking, trip changes, complaints,
refunds if applicable, and accommodation requests.
* Provide support via digital tools and by telephone during defined service and
support hours.
* Maintain clear procedures for incident response, complaint tracking, and issue
resolution.
Accessibility and compliance
* Operate the service in compliance with the Americans with Disabilities Act and
other applicable laws.
* Provide accessible vehicles and procedures for riders requiring mobility
accommodations.
* Train staff in ADA securement, rider assistance, and accessible customer service.
Marketing and municipal coordination
* Support service launch with rider education, outreach materials, and branding
coordination.
* Coordinate regularly with municipal staff regarding service adjustments,
performance, and community feedback.
* Participate in periodic meetings with representatives of the participating
municipalities.
Reporting and evaluation
* Provide regular reporting, dashboard access, and ad hoc information requests.
* Track and report performance against agreed service metrics.

* Support service evaluation and recommendations for refinement, expansion, or
restructuring.
IV. SERVICE SPECIFICATIONS
A. Service Area, Routes, Stops, Schedule, and Hours
* Proposers shall describe the proposed service area or areas, including any phased
implementation strategy.
* Proposers shall identify how riders will travel within zones, between zones, and to
any designated out-of-zone destinations.
* The proposal shall identify the recommended number of vehicles, operating days,
hours of operation, and expected response time or wait time assumptions.
* The proposal shall explain how service will prioritize commuter connections and
other high-demand periods.
* The proposal shall explain how unexpected demand surges, driver absences, vehicle
outages, weather events, or similar disruptions will be managed.
B. Reservations, Onboarding, and Customer Experience
* Proposers shall describe rider registration and onboarding.
* The service shall support same-day booking and should identify whether advance and
recurring reservations are available.
* The proposal shall describe the full rider process for booking, canceling, obtaining
trip status updates, requesting assistance, and contacting customer support.
* The proposal shall clearly state the hours during which reservations and customer
support are available by phone and by digital channel.
C. Technology
* Proposers shall describe all rider-facing and operator-facing technology features.
* The municipalities prefer a user-friendly system that supports clear ride status
information, municipal oversight, and flexible service adjustments.
D. Accessibility and ADA
* The proposer shall describe how the service will comply with ADA requirements and
accommodate riders with disabilities.
* The proposal shall describe vehicle accessibility, securement procedures,
rider assistance options, and processes for requesting accommodation.
E. Drivers, Safety, and Training
* The proposer shall describe driver qualifications, background checks, training, and
performance oversight.
* The proposal shall describe driver complaint response procedures, retention practices,
and operational coverage strategies.
* The municipalities prefer proposers that emphasize customer service, local
familiarity, safe driving, and strong supervision.
F. Vehicles

* The proposal shall identify the quantity, type, make, model, and passenger capacity of
proposed vehicles.
* The municipalities prefer low-emission or no-emission vehicles where feasible, but
do not require any one specific vehicle type.
* Proposers shall identify any required or preferred municipal support for storage,
staging, charging, or related facilities.
* Proposers shall describe maintenance practices, cleaning frequency, branding
approach, and any proposed use of vehicle advertising.
G. Data, Reporting, and Municipal Oversight
* Proposers shall describe the data they will provide, the format of that data, and the
reporting frequency.
* The municipalities seek a dashboard and routine reports that support
operational oversight and policy decisions.
* The municipalities expect access to trip, ridership, and revenue data associated with
the service and ask proposers to clearly state any exceptions to municipal ownership
or use of that data.
H. Marketing, Launch, and Adjustments
* Proposers shall provide a launch and marketing plan with a timeline of activities.
* The proposal shall identify the number of days required after contract execution to
begin service.
* The proposal shall also state how quickly the operator can adjust service area, stop
locations, hours of operation, fleet size, or service levels after launch.
I. Service Levels and Performance
* Proposers shall describe their recommended service levels and expected performance
outcomes, including ridership assumptions and methodology.
* The proposal shall identify any recommended key performance indicators, minimum
service standards, and first-year monitoring approach.
V. PROPOSAL REQUIREMENTS
Each proposal shall be a technical proposal only. No separate price proposal is requested as part
of this procurement. Proposers shall instead describe the level of service, service design,
operational approach, and associated budget assumptions they can provide within the available
$1,000,000 grant funding for the initial one-year contract term.
The technical proposal shall be organized in the order set forth below. The municipalities reserve
the right to request clarifications, interviews, demonstrations, or supplemental material.
* Cover letter signed by an authorized representative.
* Company background, organizational structure, and experience with comparable
municipal or public-sector mobility programs.
* Project understanding and proposed service concept for Woburn, Burlington,
Wakefield, and Reading.

* Project management plan, including primary point of contact, key staff, and
implementation schedule.
* Detailed response to each service specification in Section IV.
* Operations plan, including service design, fleet, staffing, reservations, and customer
service.
* Technology description, including rider booking tools, driver tools, municipal
dashboard, and data export capabilities.
* Accessibility and ADA approach.
* Marketing and outreach plan.
* Data and reporting plan.
* Budget and expense assumptions, including service scenarios as described in Section
VI.
* References from comparable projects.
Desired Proposal Detail
* Service maps or diagrams showing the proposed launch geography.
* Illustrative screenshots or process descriptions showing the rider booking experience
and municipal dashboard.
* Response time, wait time, and ridership assumptions with supporting methodology.
* A description of how the proposer would phase expansion, if recommended.
VI. BUDGET AND EXPENSE ASSUMPTIONS
As part of the technical proposal, proposers shall provide a clear description of the budget
assumptions, service assumptions, and major expense categories associated with the proposed
service model. The purpose of this section is to allow the municipalities to compare approaches
and understand the level of service, operational structure, and overall value that can be delivered
within the available funding.
This program is funded through a $1,000,000 grant for an initial one-year contract term.
Proposers shall describe the service plan they recommend within that funding amount and
clearly identify all assumptions used in developing the proposed operating model, including
assumptions related to hours of operation, fleet size, municipal support, and
any anticipated revenue or cost offsets.
At a minimum, proposers shall address the following:
* One-time startup expenses, including branding, launch setup, onboarding, training, or
other implementation-related costs.
* Estimated operating expenses for the proposer's recommended base service plan for
the one-year contract term.
* Budget implications associated with expanded hours, weekend service, seasonal
service adjustments, or broader service coverage.
* Budget implications associated with additional vehicles, including accessible
vehicles.

* Budget implications associated with designated out-of-zone destinations or enhanced
intermunicipal connections.
* Assumptions related to vehicle storage, staging, charging, fueling, or other forms of
municipal support.
* Any anticipated fare collection costs, transaction fees, or explanation of a fare-free
operating model.
* Any optional service elements, such as enhanced marketing, multilingual support, or
supplemental analytics.
Requested Service/Budget Scenarios
* Scenario 1: Proposer-recommended base service plan within the available funding.
* Scenario 2: Expanded service plan, if feasible, showing what additional service could
be provided through adjustments to service design, hours, destinations, or fleet.
* Scenario 3: Reduced or pilot-scale service plan, if different from the base
recommendation.
* Proposers may include additional service alternatives they believe would be valuable
to the municipalities.
VII. MINIMUM EVALUATION CRITERIA
To be eligible for comparative evaluation, proposals must demonstrate that the proposer:
* is qualified to provide the services described in this RFP;
* has experience operating transportation services of a similar nature;
* can provide the required operational, customer service, technology, insurance, and
reporting components described in this RFP;
* can comply with applicable ADA, safety, and licensing requirements; and
* has submitted a complete proposal containing all information required by this RFP.
VIII. COMPARATIVE EVALUATION CRITERIA
All proposals meeting the Minimum Evaluation Criteria will be forwarded to the Evaluation
Committee for comparative evaluation. Proposals shall be rated according to the following
Comparative Evaluation Criteria.
1. Experience and Qualifications
Not Advantageous: The proposer demonstrates limited or no relevant experience operating
shuttle, microtransit, demand-responsive, or similar transportation services, particularly for
municipalities, regional entities, or other public-sector clients. The qualifications of the proposed
team are unclear or do not demonstrate sufficient capacity to successfully implement
and operate the service.
Advantageous: The proposer demonstrates relevant experience operating similar transportation
services, including experience working with municipalities, public agencies, or comparable

clients. The proposed team appears qualified and capable of implementing and managing the
service.
Highly Advantageous: The proposer demonstrates extensive experience operating comparable
municipal or regional transportation services, including successful implementation of services
involving multiple destinations, technology-enabled trip booking, ongoing reporting, and
coordination with public-sector clients. The proposed team is highly qualified and well suited to
manage and operate the service.
2. Service Area and Regional Coverage
Not Advantageous: The proposal is limited in geographic scope and does not adequately serve
the regional nature of the program. The proposed service area serves only one participating
municipality, provides minimal intermunicipal connectivity, or does not clearly address access to
designated regional destinations.
Advantageous: The proposal provides service to multiple participating municipalities
and demonstrates a reasonable approach to regional connectivity. The proposed service area may
group two or more municipalities together or otherwise provide practical intermunicipal
connections, while also addressing access to designated destinations such as Winchester
Hospital.
Highly Advantageous: The proposal presents a strong regional service model that clearly serves
all four participating municipalities, supports meaningful travel within and among Woburn,
Burlington, Wakefield, and Reading, and provides effective access to designated regional
destinations, including Winchester Hospital.
3. Hours of Operation and Service Availability
Not Advantageous: The proposed hours of operation are limited and do not adequately support
the goals of the program or the anticipated transportation needs of riders.
Advantageous: The proposal includes service hours that reasonably support core weekday trip
needs, including work, healthcare, shopping, and access to transit.
Highly Advantageous: The proposal includes a broad and practical span of service hours that
supports a range of trip purposes and includes some evening or weekend service.
4. Service Approach, Operations, and Scalability
Not Advantageous: The proposal does not clearly explain the proposed service model, operating
assumptions, fleet strategy, or ability to adapt service over time. The overall approach does not
clearly advance the objectives of the procurement.
Advantageous: The proposal presents a clear and workable service and operations plan,
including a reasonable approach to fleet, staffing, service design, and adjustment of service
levels as needed.

Highly Advantageous: The proposal presents a highly detailed, efficient, and adaptable service
model with strong justification for service design, fleet mix, operations, and contingency
planning, and demonstrates a clear ability to scale or modify service over time in response to
rider demand, funding, and program performance.
5. Customer Service, Accessibility, and ADA Compliance
Not Advantageous: The proposal provides limited detail regarding rider support, accessibility,
ADA compliance, or accommodations for users who do not use smartphone-based technology.
Advantageous: The proposal presents a clear approach to customer service, accessible trip
booking, ADA compliance, and rider accommodations, including options for users who prefer
telephone or other non-smartphone reservation methods.
Highly Advantageous: The proposal presents a comprehensive and user-friendly customer
service and accessibility strategy that demonstrates a strong commitment to equitable access,
ADA compliance, rider assistance, and a positive user experience for a wide range of riders.
6. Technology, Reporting, and Data
Not Advantageous: The proposal provides limited or unclear information regarding booking
technology, dispatch tools, reporting capabilities, or municipal oversight features.
Advantageous: The proposal includes functional rider and operator technology, along with
reasonable reporting tools and performance data sufficient for municipal oversight.
Highly Advantageous: The proposal includes robust, easy-to-use technology for riders and
administrators, real-time service information, and comprehensive reporting and dashboard
capabilities that support strong municipal oversight and ongoing service evaluation.
7. Value Within Available Funding
Not Advantageous: The proposal does not clearly explain the level of service that can be
delivered within the available funding, or proposes a service model that appears unrealistic or of
limited value relative to the grant amount.
Advantageous: The proposal clearly explains the level of service that can be delivered within
the available funding and presents a reasonable and workable service model.
Highly Advantageous: The proposal presents a clear, well-justified, and high-value service
model that maximizes service quality, coverage, and usability within the available $1,000,000
grant funding.
8. Implementation Timeline and Readiness
Not Advantageous: The proposal provides an unclear, unrealistic, or insufficient
implementation schedule, or does not demonstrate readiness to launch service in a timely
manner.