Request for proposal
Transportation Services
Request for Proposal (RFP)
Transportation Services for TTEC Call Center Agents – Shuttle, Door-to-Door, and Collection Points
RFP No.: 01-2024
Issue Date: 1st Oct 2024
Submission Deadline: 9th Oct 2024
Contact Person: Ahmed Meslam
Email: ahmed.meslam@ttec.com
Phone: 01159724614
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 2018 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 2018 or later, including sedans, TOYOTA HIACE, and buses.
Technology: GPS tracking and mobile app/portal for real-time tracking, with GPS being
mandatory for all vehicles. TTEC may request GPS tracking data for any trip within two hours,
and failure to comply will incur a penalty.
Visits Pricing: Clearly outlined in the proposal.
Hotline: A dedicated 24/7 hotline for immediate issue resolution, with penalties for
inaccessibility after three attempts.
On-Ground Supervisor and Account Manager: For day-to-day operations.
Branding: Vehicles must display the TTEC logo, with penalties for non-compliance.
Cleanliness and Safety: Vehicles must be clean, free of deformities, and equipped with
functional air conditioning. Penalties apply for any violations.
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.
Option 2: Combined Shuttle and Door-to-Door Service
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
data.
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, functional air conditioning, 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, which will affect 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.
Visits Pricing Compliance: As part of the KPIs.
Penalties
Ter Definition Amoun
m t
500
1 GPS not provided or not working. EGP
500
2 GPS tracking not provided within 2 hours. EGP
800
3 Vehicle model is less than 2018. EGP
800
4 Vehicle license is expired. EGP
400
5 TTEC logo missing from the vehicle. EGP
500
6 Vehicle not cleaned. EGP
800
7 Deformities in vehicle body. EGP
800
8 Air conditioning not working. EGP
800
9 AC not operational during the trip. EGP
1000
10 Speed exceeds 100 km/h. EGP
1000
11 Unjustified vehicle change during the trip. EGP
400
12 Vehicle enters a gas station during the trip. EGP
800
13 Technical maintenance reports not provided. EGP
1600
14 Vehicle did not attend Arrival/Departure. EGP
500
15 Driver lacks a valid professional license. EGP
Driver or on-ground supervisor data (drug test, criminal record) not 800
16 provided. EGP
800
17 Delay of 10 minutes beyond waiting time. EGP
1000
17 Delay of more than 10 minutes. EGP
1600
17 Employees arrive late to the company, affecting operations. EGP
500
18 Hotline is unresponsive after 3 attempts. EGP
500
19 First-time bad behavior from driver or hotline/supervisor. EGP
19 Second-time bad behavior, resulting in final warning. 1000
EGP
1600
20 Requested termination of personnel not complied with. EGP
5000
20 Terminated personnel found still working for TTEC. EGP
500
21 Dress code violations. EGP
800
22 Driver not wearing a seatbelt. EGP
500
23 Smoking during the trip. EGP
500
24 WhatsApp report not sent, or on-ground supervisor absent. EGP
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.
7. Additional Vehicle and Driver Requirements
GPS Requirement: Every vehicle must have a functioning GPS. If a GPS is not provided or not
working, penalties apply.
Vehicle Models: All vehicles must be 2018 or later. Use of older models incurs penalties.
Licenses: Vehicles and drivers must have valid licenses. Penalties apply for expired vehicle
licenses or drivers without professional licenses.
Behavioral and Safety Standards: Drivers must comply with a dress code, wear seatbelts, and
refrain from smoking during trips. Any behavioral issues will result in penalties.
Technical Maintenance: Maintenance reports must be provided upon request within two
days, or penalties will apply.
Driver & Supervisor Records: Submarine must provide driver and supervisor records, including
drug tests and criminal background checks.
Absenteeism & Alternative Arrangements: If a vehicle fails to attend, employees can use Uber
at the vendor’s cost, with penalties applied.
8. Environmental Policy
TTEC is committed to minimizing environmental impact by ensuring:
Compliance with environmental regulations.
Efficient use of resources, energy conservation, and waste reduction.
Regular vehicle maintenance to improve efficiency.
