Complementary Paratransit Services

The City of Jacksonville, North Carolina, is seeking a qualified vendor to provide complementary paratransit services. The agency requires a comprehensive operational plan that details procedures for fleet operations, maintenance, office and field supervision, dispatching, and handling service disruptions. This plan must explain the reservation and scheduling process, communication procedures, and the routing software used to manage the service. The selected provider must define and track trips, specifically categorizing missed trips, late trips, no-shows, and cancellations. The agency requires a staffing plan that identifies the roles of all employees assigned to the contract, accompanied by an organizational chart. Additionally, the scope of work includes establishing a quality control and performance monitoring program to ensure service standards are met. The agency requires an overview of the vehicle fleet, including the number of vehicles dedicated to the service and a proposed fleet retirement and replacement schedule. The provider must detail procedures for preventive maintenance management, pre- and post-trip inspections, handling in-service road failures, and maintaining preventive maintenance records. The operational plan must also outline the process for responding to breakdowns, accidents, late service, emergencies, and other service disruptions. Bidders must submit a sample driver handbook that describes performance expectations and disciplinary procedures. Eligibility is restricted to onshore United States organizations, and the performance of the work will take place offsite. The agency is currently looking for proposals to determine the budget, and the resulting contract period will run for one year. All questions regarding this opportunity must be submitted no later than June 15, 2026.