Request for proposal

Transportation Services

Request for Proposal (RFP)

RFP No.: 01-2024

1. Introduction

TTEC is seeking proposals from qualified transportation service providers to offer transportation services
for its employees in Cairo, Egypt. The vendor will provide vehicles such as sedans, TOYOTA HIACE, and
buses, all models from 2016 or later. The scope includes:

 Shuttle Service: Day shift shuttle between Maadi Park and Maadi Metro stations.

 Door-to-Door Service: Night shift service from 10 p.m. to 6 a.m.

 Combined Shuttle and Door-to-Door Service.

 Collection Points Service: Vendor-analyzed collection points based on data provided by TTEC.

The vendor will be responsible for scheduling, route mapping, and providing a hotline for issues, an on-
ground supervisor, and an account manager. TTEC reserves the right to approve the plan and operation,
replace any service, or employee. Payment terms are 30 days as per TTEC policy.

2. Scope of Work

Common Responsibilities Across All Options:

 Vehicles: Must be 2016 or later, including sedans, TOYOTA HIACE, and buses.

 Technology: GPS tracking and mobile app/portal for real-time tracking.

 Visits Pricing: Clearly outlined in the proposal.

 Hotline: A dedicated hotline for immediate issue resolution.

 On-Ground Supervisor and Account Manager: For day-to-day operations.

Option 1: Shuttle Service (Day Shift)

 Service Hours: During day shifts.

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

 Service Frequency: Multiple trips aligned with agent shift times.

 Additional Technology: Real-time shuttle tracking.

 Shuttle Service: Same as Option 1 for day shift.

 Door-to-Door Service: Night shift from 10 p.m. to 6 a.m., picking agents from their residences
and dropping them at the TTEC office and vice versa.

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

 Service Hours: Night shift from 10 p.m. to 6 a.m.

 Service Areas: Various residential areas across Greater Cairo.

 Additional Technology: Automated scheduling based on demand.

Option 4: Collection Points Service

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

 Service Areas: Designated collection points determined by vendor analysis of TTEC-provided

 Route Optimization: Ensure efficient agent movement.

3. Pricing Structure

Proposals should include a detailed pricing breakdown for the following offers:

1. Shuttle Service Only (Day Shift)

2. Combined Shuttle and Door-to-Door Service

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

4. Collection Points Service

Each offer should specify:

 Price per trip (one-way)

 Visits pricing

4. Service Level Agreement (SLA)

Minimum performance standards:

 On-Time Performance: 95% of all pickups/drop-offs must occur within a 10-minute window.

 Vehicle Availability: Backup vehicles must be available within 30 minutes.

 Cleanliness and Safety: Daily cleaning and compliance with safety regulations.

 Technology Integration: GPS tracking, reporting, and communication tools.

 Hotline and On-Ground Support: Hotline for issues and on-ground supervisor/account manager.
  Escalation Response: 48-hour response time for escalations.

 Damage Accountability: The vendor must rectify any damage caused, impacting KPIs.

5. Key Performance Indicators (KPIs)

 On-Time Arrival (OTA): Target 95%.

 Vehicle Downtime: Less than 1 incident per month.

 Agent Satisfaction Rate: Target 90% positive feedback.

 Accident-Free Days: Target 100%.

 Response Time for Issues: Within 30 minutes of reporting.

 Technology Uptime: Minimum 99%.

 Vehicle Condition: 100% pass rate on monthly checks.

 Hotline Efficiency: Based on responsiveness.

 Escalation and Investigation Response: 24-hour resolution.

6. Payment Terms

 Payment Terms: 30 days from the date of invoice submission.

 Invoices: Must include a breakdown of services, including the number of trips, agent
headcounts, visits pricing, and additional charges.

Vehicle & General Requirements:

1. GPS Requirement: Every vehicle must be equipped with a functioning GPS. If a GPS is not
provided or is not working, a penalty will be applied.

2. GPS on Request: TTEC may request GPS tracking for any trip at any time, and it must be
provided within two hours. Failure to do so will result in a penalty.

3. Vehicle Models: All vehicles must be models from 2018 or later. If an older model is used, a
penalty will be applied.

4. Valid License: All vehicles must have a valid license. Any vehicle with an expired license will
incur a penalty.

5. Branding: Vehicles must display the TTEC logo. Failure to do so will result in a penalty.

6. Cleanliness: All vehicles must be clean. If any vehicle is found dirty during an audit, a penalty will
be applied.

7. Vehicle Condition: Vehicles must be free of deformities in the body. Penalties will apply if any
deformities are found.
8. Air Conditioning: Vehicles must have functional air conditioning. If the AC is not working, a
penalty will be applied.

9. AC Usage: AC must be operational during the entire trip. Failure to do so will result in a penalty.

10. Speed Limit: Vehicles must not exceed 100 km/h. Any violation will result in a penalty.

11. Vehicle Switching: Switching vehicles during a trip is not permitted. If this occurs, a penalty will
be applied.

12. Gas Stations: Vehicles must not stop at gas stations during trips. Violation will result in a
penalty.

13. Technical Maintenance: Submarine must provide maintenance reports for any vehicle upon
TTEC’s request within two days. Failure to do so will result in a penalty.

14. Absenteeism: If a vehicle fails to attend the pick-up/drop-off and it is confirmed by the hotline
or on-ground supervisor, employees will be allowed to use Uber, and the cost must be covered
by Submarine. Penalties will also be applied.

15. Driver Licensing: All drivers must hold a valid professional driver’s license. Any driver with a
private license will be penalized, and terminated from TTEC’s service.

16. Driver & Supervisor Data: Submarine must provide TTEC with records for drivers and on-ground
supervisors, including drug tests and criminal background checks. Failure to provide this data
will result in a penalty.

17. Delayed Arrival/Departure: Penalties will apply for any unjustified delays in arrival or departure.

18. Hotline Availability: Submarine must provide a 24/7 operational hotline. If the hotline is
unreachable after three attempts, a penalty will be applied.

19. Behavioral Issues: Any instance of inappropriate behavior by drivers, hotline staff, or on-ground
supervisors will result in a penalty.

20. Termination Rights: TTEC reserves the right to request termination of any driver or on-ground
supervisor based on behavior or attitude. Non-compliance with this request will result in
penalties.

21. Dress Code: All drivers and on-ground supervisors must adhere to a proper dress code, with
penalties applied for violations.

22. Seatbelts: Drivers must wear seatbelts during all trips. Failure to comply will result in a penalty.

23. No Smoking: Smoking by drivers during trips is prohibited and will result in penalties.

24. D2D Shift Reporting: For D2D shifts, on-ground supervisors must send reports after each shift,
detailing vehicle arrival, usage, and employee attendance. Failure to do so will result in a
penalty.

25. Employee Assistance: Drivers must assist employees with contacting the hotline for any
requests.
 26. Vehicle Allocation for Metro Arrivals: Submarine must allocate TOYOTA HIACE for 13 or fewer
employees, and Mitsubishi for 14 to 28 employees. Deviations from this will incur penalties and
cost adjustments.

27. Vehicle Allocation for Metro Departures: The same vehicle allocation applies for departures.
TTEC will only pay for the specified vehicle, and any substitution must be agreed upon.

28. D2D Shift Vehicle Allocation: For D2D shifts, Submarine must provide sedans for areas with
fewer than three employees. Penalties will apply for deviations.

29. Schedule Review: TTEC reserves the right to review and adjust the weekly schedule submitted
by Submarine within 24 hours, including vehicle reductions based on employee location data.

30. Lost and Found: Any lost items must be handed over to the TTEC security team by the driver or
on-ground supervisor.

Penalties:

Penalties will be applied based on violations of the above requirements, with amounts specified for each
term.

Amendments:

Changes to the weekly schedule must be applied by the next business day. For emergencies or shift
swaps, changes can be made within 12 hours.

Waiting Time:

Waiting times are limited to 20 minutes for departures and 10 minutes for arrivals. Exceeding these
times without prior agreement will result in penalties.

Environmental Policy:

TTEC is committed to minimizing the environmental impact of its transportation operations by:

1. Ensuring compliance with relevant environmental regulations.

2. Using resources efficiently, conserving energy and water, and minimizing waste.

3. Regularly servicing vehicles to maintain efficiency.