Palm Tran Connection in Palm Beach County provides both ADA paratransit service and community transportation across one of the largest counties in Florida. Due to a service model change and a procurement that resulted in substandard service, the county needed assistance in redesigning its service model and procuring new service providers – quickly.
After analyzing the system and preparing a peer system review, Nelson\Nygaard developed several recommendations that were immediately accepted. These included adding dispatch to the set of functions already performed in-house, owning the dedicated vehicle fleet, defining the optimum number of dedicated service contractors, and deciding how work should be apportioned…and shifted.
We then prepared a new RFP to reflect the service design changes, revised policies and procedures, and new payment structure. The RFP was also overhauled to prompt for detailed responses. An evaluation process and scoring system was also established for the technical and cost submittals.