Specifications include, but are not limited to: 3.2.1 Requesting Proposals from firms interested and capable of providing systems integration for IVR systems hardware, software, and installation services. The selected IVR system should be fully maintainable, include accurate and timely incorporation of transit data via telephone, and provide procedures for recovering from hardware and software failures. 3.2.2 The DTA seeks to improve and better manage transit operational efficiencies through the integrated use of an IVR system. IVR technology will afford operations the ability to reduce customer call wait times by automating customer information for canceling and confirming trips; reduce no-shows by providing trip reminders; and increase efficiency through information integration with other technologies. 3.2.3 The IVR system shall initially be capable of handling a demand-response system of over 3100 registered clients (of whom approximately 1910 are active) and over 121 one-way trips per weekday. Call volume currently processed is 150 average incoming calls per weekday. 3.2.4 The IVR system will include associated equipment required by DTA to successfully operate the system independently. However, it shall have the capability of handling up to 50% more with the initial systems hardware and infrastructure provided. The system proposed must be scalable in terms of system capabilities, hardware, software, data, etc. to fit the DTA’s needs based on expansion of operations. 3.2.5 IVR system shall have the capabilities for customers to book trips in the future.
