Metro - File #: 2024-0022

• File #: 2024-0022
• Type: Informational Report
• Status: Agenda Ready
• File created: 2/5/2024
• In control: Operations, Safety, and Customer Experience Committee
• On agenda: 3/21/2024
• Title: AUTHORIZE the Chief Executive Officer to execute Modification No. 5 to Contract No. PS88001001 with Strive Well-Being to continue to provide Transit Ambassador Pilot Program services in the amount of $7,200,000, increasing the current three-year base not-to-exceed contract value from $16,403,235 to $23,603,235.
• Sponsors: Board of Directors - Regular Board Meeting
• Indexes: Assembly Bill 468, Budget, Budgeting, Contracts, Customer Experience Plan, Customer service, Homeless Outreach, Housing, Informational Report, Law enforcement, Little Tokyo/Arts District Station, Los Angeles Union Station, Metro Rail A Line, Metro Transit Ambassadors, Off peak periods, Pilot studies, Procurement, Program, Rail Ops Mgmt & Admin (Project), Regional Connector Transit Corridor Project, Safety, Safety and security, Safety programs, Security, Small Business Enterprise, Strategic planning, System safety, System Safety Program, Training programs, Transit System
• Related files: 2024-0261

Meeting_Body
OPERATIONS, SAFETY AND CUSTOMER EXPERIENCE COMMITTEE
MARCH 21, 2024

Subject
SUBJECT: TRANSIT AMBASSADOR PILOT PROGRAM SERVICES

Action
ACTION: APPROVE RECOMMENDATION

Heading
RECOMMENDATION

Title
AUTHORIZE the Chief Executive Officer to execute Modification No. 5 to Contract No. PS88001001 with Strive Well-Being to continue to provide Transit Ambassador Pilot Program services in the amount of $7,200,000, increasing the current three-year base not-to-exceed contract value from $16,403,235 to $23,603,235.

Issue
ISSUE

Transit Ambassador Pilot Program Contract No. PS88001001 awarded to Strive Well-Being (Strive) will reach its full three-year base period contract authority before April 30, 2024, as the contractor was called upon to provide additional Ambassador staff for fixed post deployment to meet the Agency's safety and security needs. Staff is requesting an increase in contract value for Strive to continue operations while staff transitions the Ambassador program in-house. There will be a corresponding decrease in contract value for the Transit Ambassador Pilot Program services provided by RMI International.

Background
BACKGROUND

Following a competitive procurement process, at its June 2022 meeting, the Board awarded contracts to Strive Well-Being Inc. (Contract No. PS88001001) and RMI International Inc. (Contract No. PS88001000) to provide a Pilot Transit Ambassador Program that would introduce a uniformed, unarmed, visible presence on the Metro system while providing care-based, in-person assistance to riders, with the primary objective of enhancing the overall customer experience. RMI's base (3-year) period not-to exceed contract is $55,479,104 for 245 Ambassador program staff. Strive Well-Being's $15,903,235 base (3-year) not-to-exceed contract placed 55 Ambassador staff on the system.

In September 2022, Metro introduced the Transit Ambassador Pilot Program as a soft launch, deploying teams across the system as they were h...