RFP:142-26 Live Agent Visual Interpretation

The Massachusetts Bay Transportation Authority (MBTA) is soliciting proposals under RFP 142-26 for a qualified provider to deliver smartphone-based live agent visual interpretation and navigation support for blind and low-vision riders. This service is designed to provide accessible wayfinding and visual interpretation in both indoor and outdoor rapid-transit environments. The contract will be awarded on a best-value basis, with evaluation criteria focusing on the technical solution, user experience, implementation and staffing approach, performance management, and supplier diversity, the latter of which accounts for 25% of the technical scoring. The selected contractor must adhere to strict performance standards, including a service availability rate of at least 99.5%, a call completion rate of 95% or higher, and 100% availability for English and Spanish language coverage. Implementation requires a phased approach involving a functional test plan, quality assurance testing in MBTA environments, and stakeholder approval before production go-live. Administrative requirements include compliance with Massachusetts tax laws, public records retention for seven years, and adherence to the MBTA's standard terms and conditions. Payments are processed via EFT 45 days from invoice receipt, though prompt payment discounts are available for accelerated schedules. Bidders must submit a comprehensive response package including technical and pricing forms, proof of insurance, and small business attestations where applicable.