RFP:142-26 Live Agent Visual Interpretation

The Massachusetts Bay Transportation Authority (MBTA) is seeking a qualified provider under solicitation BD-27-1206-MBTA-MBTA-134558 to deliver smartphone-based live agent visual interpreting and navigation support specifically for blind and low-vision riders within rapid-transit environments. This service must focus on transit-related support rather than general-purpose interpreting. The contract will be awarded on a best-value basis, evaluating price alongside technical solutions, user experience, accessibility approaches, and supplier diversity, the latter of which accounts for 25 percent of the technical scoring. Bidders must demonstrate compliance with WCAG 2.1 Level AA and ADA requirements and provide a current Accessibility Conformance Report. The selection process involves a multi-stage evaluation including responsiveness and pass/fail criteria, with only the top three highest-scoring technical proposals progressing to the price evaluation. Required submissions include a technical response, a separate pricing document, audited financial statements for the last three years, and various certifications regarding labor laws and non-discrimination. The contractor is responsible for providing comprehensive initial and ongoing training for interpreters, covering descriptive communication and transit-specific navigation. Performance is subject to MBTA approval for production go-live and ongoing acceptance based on service level agreements and reporting compliance. Proposals are due by November 20, 2026, via the COMMBUYS portal.