Transit Vehicle Operator Monitoring Services

The Central Ohio Transit Authority (COTA) is seeking a qualified contractor to implement and manage a third-party on-board transit vehicle operator monitoring program for a five-year period beginning June 1, 2026. The program is designed to evaluate and report on key aspects of service quality and policy compliance, including operator appearance and courtesy, customer service, ADA compliance, safety practices, fare handling, on-time performance, vehicle cleanliness, and required onboard announcements. The contractor will conduct a minimum of 750 trip surveys annually across COTA’s fixed-route system, using agreed-upon sampling and scheduling methods to ensure a representative assessment of operations. The contractor will be responsible for recruiting, training, and supervising a small team of data collection personnel to conduct onboard observations throughout a wide service window, including early morning, late night, and some weekend hours. Surveys will be conducted in accordance with jointly developed guidelines, and the contractor’s supervisor will oversee daily field activities, ensure quality control, and manage data collection processes. All personnel must meet defined qualifications related to experience, observation skills, and reliability to ensure consistent and accurate reporting. Collected data will be analyzed on an ongoing basis, with formal reports submitted to COTA within seven days of each monitoring period. These reports will summarize findings, assess performance trends, and, at COTA’s discretion, include recommendations to enhance operator training, customer service delivery, and ADA compliance. The contractor may also be asked to present findings and recommendations to COTA leadership annually. The engagement will include development of a project schedule and implementation plan to ensure successful program delivery.