Request for Proposal (RFP)

Subject: Transportation Services for TTEC Call Center Agents – Shuttle, Door-to-Door, and Collection
Points

RFP No.: [Insert RFP Number]

1. Introduction

TTEC is seeking proposals from qualified transportation service providers to offer transportation services
for our call center agents in Cairo, Egypt. The scope of services includes four distinct pricing offers:

1. Shuttle service during the day shift between Maadi Park and Maadi Metro stations.

2. Combined shuttle and door-to-door transportation services.

3. Door-to-door transportation service during the night shift from 10 p.m. to 6 a.m.

4. Collection points-based service across Cairo.

The vendor will be responsible for providing various types of vehicles, such as sedans, TOYOTA HIACE,
and buses, based on capacity needs, with vehicle models from 2016 or later. The vendor must also be
flexible to accommodate changes during specific time frames and provide route mapping and
scheduling. Visits pricing, a hotline for issues, an on-ground supervisor, and an account manager are
mandatory to be included in the proposal. Any escalation or investigation must be responded to within
48 hours, and any damage caused by the service provider should be rectified by them, affecting the KPIs.
TTEC reserves the right to approve the plan and operation and to remove or replace any service or
employee assigned to the TTEC account. The payment terms will be 30 days, as per TTEC policy.

2. Scope of Work

Option 1: Shuttle Service (Day Shift)

 Service Hours: During day shifts.

 Route: Shuttle from Maadi Park to Maadi Metro Station and back.

 Service Frequency: Multiple trips per day, aligned with agent shift start and end times.

 Capacity: The vendor must provide vehicles suitable for the capacity needs, including sedans,
TOYOTA HIACE, and buses.

 Vehicle Models: All vehicles must be from 2016 or later.

 Full responsibility for scheduling and route mapping.

 Live Shuttle Tracking: Real-time vehicle tracking available through a mobile app or web
portal.

 Digital Notifications: Agents should receive notifications regarding shuttle availability,

 Smart Route Optimization: Use of route optimization technology to minimize travel

 Visits Pricing: Must be clearly outlined in the proposal.

 Hotline for Issues: A dedicated hotline must be provided for immediate issue resolution.

 On-Ground Supervisor and Account Manager: Vendor must provide both an on-ground
supervisor and an account manager for day-to-day operations and issue resolution.

Option 2: Combined Shuttle and Door-to-Door Service

 Service Hours: Shuttle during the day shift and door-to-door from 10 p.m. to 6 a.m.

 Shuttle Route: Maadi Park to Maadi Metro Station and back (Day Shift).

 Door-to-Door Service: Agents picked up from their residences and dropped off at the TTEC
office and vice versa (Night Shift).

 Vehicle Models: All vehicles used must be from 2016 or later, and of various types, such as
sedans, TOYOTA HIACE, and buses, based on capacity needs.

 Vendor Responsibilities:

 Full responsibility for scheduling and route mapping.

 GPS Tracking for both shuttle and door-to-door vehicles.

 Mobile App/Portal for real-time location tracking, vehicle assignment, and shift
scheduling.

 Emergency Alert System for agents during night shift services.

 Dynamic Scheduling to accommodate shift changes and variations in demand.

 Visits Pricing: Must be clearly outlined in the proposal.

 Hotline for Issues: A dedicated hotline must be provided for immediate issue resolution.

 On-Ground Supervisor and Account Manager: Vendor must provide both an on-ground
supervisor and an account manager for day-to-day operations and issue resolution.

Option 3: Door-to-Door Service (Night Shift)

 Service Hours: From 10 p.m. to 6 a.m.

 Vehicle Models: All vehicles must be from 2016 or later, and of various types, such as sedans,
TOYOTA HIACE, and buses, based on capacity needs.

 Vendor Responsibilities:

 Full responsibility for scheduling and route mapping.

 GPS Tracking for each vehicle.

 Mobile App for Agents to track vehicle locations and arrival times.

 Automated Scheduling for dynamic route planning based on demand.

 Emergency Alert System in case of incidents during the journey.

 Visits Pricing: Must be clearly outlined in the proposal.

 Hotline for Issues: A dedicated hotline must be provided for immediate issue resolution.

 On-Ground Supervisor and Account Manager: Vendor must provide both an on-ground
supervisor and an account manager for day-to-day operations and issue resolution.

Option 4: Collection Points Service

 Service Hours: Based on agent shift start and end times.

 Service Areas: Designated collection points spread across Greater Cairo, determined by the
vendor using data provided by TTEC.

 Vehicle Models: All vehicles must be from 2016 or later, and of various types, such as sedans,
TOYOTA HIACE, and buses, based on capacity needs.

 Vendor Responsibilities:

 Full responsibility for scheduling and route mapping for pickup and drop-off at collection
points.

 Route Optimization to minimize travel time and ensure efficient agent movement.

 Technology Requirements: Real-time tracking and clear pickup schedules provided to

 Visits Pricing: Must be clearly outlined in the proposal.

 Hotline for Issues: A dedicated hotline must be provided for immediate issue resolution.

 On-Ground Supervisor and Account Manager: Vendor must provide both an on-ground
supervisor and an account manager for day-to-day operations and issue resolution.

3. Pricing Structure
Proposals should include a detailed breakdown of pricing for the following four offers:

1. Shuttle Service Only (Day Shift)

 Price per shuttle trip (one-way).

 Monthly pricing based on the estimated number of trips.

 Visits Pricing.

2. Combined Shuttle and Door-to-Door Service

 Pricing for the combined service with shuttle during the day and door-to-door for the
night shift.

 Price per agent for both services.

 Visits Pricing.

3. Door-to-Door Service Only (Night Shift)

 Price per agent per day for the night shift.

 Monthly pricing based on varying agent headcounts and shift demand.

 Visits Pricing.

4. Collection Points Service

 Pricing for transportation from designated collection points, based on the vendor’s
analysis of provided data, locations, and schedules.

 Price per trip or per agent based on demand.

 Monthly pricing and breakdown based on service area and headcounts.

 Visits Pricing.

4. Service Level Agreement (SLA)

The SLA will form a crucial part of the contract, ensuring the transportation service consistently meets
the agreed performance levels. The vendor must agree to the following minimum standards:

 On-Time Performance: A minimum of 95% of all pickups and drop-offs must occur within a 10-
minute window of the scheduled time.

 Vehicle Availability: Backup vehicles must be available within 30 minutes in the event of a
breakdown or delay.

 Cleanliness and Safety: Vehicles must be cleaned daily and meet all safety regulations.

 Technology Integration: The vendor must implement technology for tracking, reporting, and
communication with agents and the management team.
  Visits Pricing Compliance: This is mandatory and will be considered part of the KPIs.

 Hotline and On-Ground Support: The vendor must provide a hotline for issues and assign an on-
ground supervisor and an account manager.

 Escalation and Investigation: Any escalation or investigation must be replied to within 48 hours.

 Emergency Response: Vendor must guarantee a swift response to any emergencies within 30
minutes of alert.

 Damage Accountability: Any damage caused by the service provider must be fixed by them, and
this will be factored into the KPIs.

Penalties will be applied if these standards are not met.

5. Key Performance Indicators (KPIs)

The following KPIs will be used to monitor and evaluate the performance of the service provider:

 On-Time Arrival (OTA): Percentage of trips that arrive within the agreed timeframe. Target:
95%.

 Vehicle Downtime: Number of incidents where vehicles were unavailable. Target: Less than 1
incident per month.

 Agent Satisfaction Rate: Based on feedback surveys from agents using the transportation
service. Target: 90% positive feedback.

 Accident-Free Days: Number of days without any transportation-related accidents. Target:

 Response Time for Issues: Time taken to respond and resolve transportation issues. Target:
Within 30 minutes of reporting.

 Technology Uptime: GPS tracking, mobile app, and digital tools must have a

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5. Key Performance Indicators (KPIs)

The following KPIs will be used to monitor and evaluate the performance of the service provider:

 On-Time Arrival (OTA): Percentage of trips that arrive within the agreed timeframe. Target:
95%.
  Vehicle Downtime: Number of incidents where vehicles were unavailable. Target: Less than 1
incident per month.

 Agent Satisfaction Rate: Based on feedback surveys from agents using the transportation
service. Target: 90% positive feedback.

 Accident-Free Days: Number of days without any transportation-related accidents. Target:

 Response Time for Issues: Time taken to respond and resolve transportation issues. Target:
Within 30 minutes of reporting.

 Technology Uptime: GPS tracking, mobile app, and digital tools must have a minimum uptime of
99%.

 Vehicle Condition: Monthly vehicle inspection reports, ensuring the fleet is in optimal condition.
Target: 100% pass rate on monthly checks.

 Visits Pricing Compliance: The vendor must ensure compliance with visits pricing requirements,
which will be evaluated in the KPIs.

 Hotline and On-Ground Support: Evaluation of the efficiency and availability of the hotline and
the performance of the on-ground supervisor and account manager.

 Escalation and Investigation: Any escalation or investigation must be replied to within 48 hours,
with timely resolution.

 Damage Accountability: Any damage caused by the service provider must be fixed by them and
will impact KPI evaluation.

6. Payment Terms

 The payment terms for services rendered are 30 days from the date of invoice submission, as
per TTEC policy.

 Invoices should be submitted at the end of each month and must include a detailed breakdown
of services provided, including the number of trips, agent headcounts, visits pricing, and any
additional charges incurred.