Metro - File #: 2018-0544

• File #: 2018-0544
• Type: Contract
• Status: Agenda Ready
• File created: 8/14/2018
• In control: Ad Hoc Congestion, Highway and Roads Committee
• On agenda: 1/16/2019
• Title: AUTHORIZE the Chief Executive Officer to award firm fixed price Contract No. PS51236000 to Faneuil, Inc. to provide the personnel, services, and expertise to operate the Metro ExpressLanes Customer Service Centers for an eight-year base period, with three, two year options, in the amount of $83,022,159 for the base period and $86,352,515 for all option years exercised, for a total of $169,374,674, subject to resolution of protest(s), if any.
• Sponsors: Ad Hoc Congestion, Highway and Roads Committee
• Indexes: Budgeting, Contractors, Contracts, Customer service, Expresslanes I-110 (Project), I-10, I-110, Metro ExpressLanes, Metro Expresslanes O&M (Project), Off peak periods, Procurement, Strategic planning, Toll collection, Tolls
• Related files: 2019-0035

Meeting_Body
AD HOC CONGESTION, HIGHWAY AND ROADS COMMITTEE
JANUARY 16, 2019

Subject
SUBJECT: METRO EXPRESSLANES - CUSTOMER SERVICE CENTER OPERATIONS

Action
ACTION: AWARD CONTRACT

Heading
RECOMMENDATION

Title
AUTHORIZE the Chief Executive Officer to award firm fixed price Contract No. PS51236000 to Faneuil, Inc. to provide the personnel, services, and expertise to operate the Metro ExpressLanes Customer Service Centers for an eight-year base period, with three, two year options, in the amount of $83,022,159 for the base period and $86,352,515 for all option years exercised, for a total of $169,374,674, subject to resolution of protest(s), if any.

Issue
ISSUE

In 2010, Metro entered into Contract No. PS0922102333 (existing contract) with Atkinson Contractors, LP (Atkinson) to design, build, operate, and maintain the I-10 and I-110 ExpressLanes. The existing contract is scheduled to expire in February 2020.

Based on lessons learned and consistent with the tolling industry's best practices, Metro has split the services provided under the current contract into three separate procurements; namely, 1) back office system, 2) roadside toll collection system, and 3) customer service operations. The back office system contract which was awarded by the Board in January 2018 includes account management system, violation processing, and other support functions. The roadside toll collection system contract, awarded by the Board in June 2018, includes roadside equipment, dynamic pricing, trip building, and related support functions.

Award of the customer service center operations, will complete the necessary procurements, enabling implementation of the new ExpressLanes system.

Discussion
DISCUSSION

The Metro ExpressLanes Customer Service Center Operations comprises the resources necessary for ongoing program operations inclusive of, Los Angeles County facility locations, front and back office operations staffing, call center operations, supplies, fixtu...