Objectives

The primary objective of this tender is to appoint a service provider to operate the Dial-a-Ride Bus Service for the eThekwini Municipality, ensuring high-quality, accessible, and efficient transport services tailored to passengers with mobility or other impairments. The service aims to enhance mobility for vulnerable groups, including persons with disabilities, by providing reliable kerb-to-kerb transport within specified routes and schedules.

Scope

The scope of work includes:

• Provision of operational tools, recruitment, and training of staff.
• Management of routes, schedules, and fares as specified, including peak and off-peak fare structures.
• Passenger collection, drop-off, and assistance, including handling of wheelchairs and special needs passengers.
• Vehicle management, maintenance, and ownership compliance.
• Monitoring and reporting on service performance, complaints, and operational data.
• Training of operational staff and drivers, including customer care and safety modules.
• Handling of complaints, transition processes, and compliance with safety and regulatory standards.

Technical Requirements

The technical requirements encompass:

• Operation of a fleet of vehicles equipped with fold-away side steps, slip-resistant floors, and seat belts for all seats.
• Vehicles must be owned or operated with written consent, maintained to safety standards, and capable of accommodating wheelchairs with secure restraints.
• Use of a booking and scheduling platform, with real-time data recording (trip times, passenger numbers, fares, etc.).
• Service hours from 05:00 to 19:00, seven days a week, with rescheduling flexibility.
• Implementation of fare structures based on distance, with specified peak and off-peak rates.
• Provision of daily and monthly operational data, including waybills, no-shows, and performance metrics.
• Staff training, including customer care, special needs awareness, and basic first aid, with certification.
• Establishment of depots and parking arrangements, complaint handling systems, and transition protocols.

Skills Requirements

The tenderer must demonstrate:

• Experience in managing similar transport operations, with a minimum of 3-5 years in public or specialized transport services.
• Proven ability to recruit, train, and manage operational staff, including drivers, schedulers, and customer liaison officers.
• Technical expertise in vehicle maintenance, scheduling, and route management.
• Capability to implement and manage a booking system, monitor service quality, and handle complaints effectively.
• Knowledge of relevant legislation, safety standards, and accessibility requirements for persons with disabilities.
• Ability to provide detailed methodologies, work plans, and risk management strategies, with a minimum score of 70 points in functionality evaluation.
• Demonstrated capacity for continuous performance monitoring, reporting, and service improvement.