October 20, 2025

NOTICE OF REQUEST FOR PROPOSALS (RFP)
Customer Service Contact Center Contract 2026-2029

The Regional Metropolitan Transit Authority of Omaha, d/b/a Metro Transit (“Metro Transit”) is requesting proposals from qualified responsible providers for the performance of work in conformity with the Contract Documents for The Customer Service Contact Center. The contract will be for a term of (3) three years and shall begin after the time of the “Notice to Proceed”, however the term of the contract may be extended twice for an additional two-year period upon written mutual agreement. The maximum contract term is seven (7) years, if the contract is extended.

The provider must specify all required professional services offered for the proposal. Proposals not received by Metro Transit as of the Submission Deadline will not be considered responsive and will not be opened. Proposals not meeting specified delivery and methods of submittal will not be considered responsive and will not be opened. Metro Transit reserves the right to extend the Submission Deadline by issuing an Addendum.

Proposers shall refer to the RFP (Request for Proposals) Documents for detailed deliverables. For this Proposal, there are various elements and services associated with the Scope of Work. Metro Transit’s intent is to select Proposers for consideration of awarded contract who demonstrate qualified and affirmed capabilities, resources, staffing, scheduling and delivery capabilities for Customer Service Contact Center Contract and all associated work to be provided for the Scope of Work.

PROJECT OVERVIEW
Metro Transit is seeking a qualified service provider to provide seamless over the phone and online customer service to all its customers that will meet the present and future needs of Metro Transit.

Qualified service providers are invited to submit proposals for Customer Service Contact Center Service Contract 2026-2029, based on information provided in this RFP. See the full Scope of Work in Section 1.

The Customer Service Contact Center Service Contract 2026-2029 will be for a term of (3) three years. The contract shall begin after the time of the “Notice to Proceed”, however the term of the contract may be extended twice for an additional two-year period upon written mutual agreement. The maximum contract term is seven (7) years, if the contract is extended.

The current forms of the RFP and all issued Addenda are available for inspection at Metro Transit’s Administrative Offices located at 2222 Cuming Street in Omaha, Nebraska (“Administrative Offices”) and online at the following link www.ometro.com/procurement/  Metro Transit reserves the right to modify all or any of the same at any time prior to the Submission Deadline through an Addendum. 

Proposals are subject to all terms, conditions, and provisions of this document. Proposers shall read and understand the requirements of this RFP.

Requests for Approved Equals, Clarification and Questions shall be done in writing or through electronic correspondence prior to the submission deadline, of October 27, 2025, by 2:00 pm CST using Exhibit “B” Request for Clarification or Substitution.

All proposals must be made in the form and on the forms (and contain all certificates, documentation, and information) required by the RFP Documents. Any proposal that does not fully comply with any requirement of the RFP Documents will be considered non-responsive, and Metro Transit shall be entitled to reject any such proposal at any time. Metro Transit reserves the right to waive any minor informality or mere irregularity contained in any proposal. 

No proposal will be construed to be binding on Metro Transit unless (i) a Contract has been awarded by its Board of Directors at a public meeting, (ii) the Contract has been duly executed by both the Contractor and Metro Transit, and (iii) all conditions applicable to such award of the Contract and as otherwise may be set forth in the Contract Documents have been fully satisfied.

There will be one (1) Non-Mandatory Pre-Submission Conference this conference is to review the solicitation on its procedural process. Questions will be addressed with the submission of Exhibit “B” Request for Clarification or Substitution.

Non-Mandatory Pre-Submission Conference will be held on October 23, 2025, at 11:30 am CST. In Person at Metro Transit Offices, 2222 Cuming St, Omaha NE 68102, conference will be held in the Metro Transit Board room. Virtual with the following link.

Metro Transit is inviting you to a scheduled Zoom meeting.
Topic: RFP Customer Service Contact Center Contract
Time: Oct 23, 2025 11:30 AM Central Time (US and Canada)
Join Zoom Meeting
https://us06web.zoom.us/j/86219826811?pwd=QttXdTbgSuFFV4XbCacekq7iuIoiVS.1
Meeting ID: 862 1982 6811
Passcode: 3417560
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Proposals must be received with all required submittals as stated in the RFP, no later than November 5, 2025, at 2:00 p.m. Central Time.  Each Proposal must make reference to the Project by name in the upper left-hand corner and shall identify the contents of the package as a “Proposal for The Customer Service Contact Center Contract” and identify the name and address of the Proposer.

Proposals received after the time specified shall not be considered for award. Proposals received via facsimile (fax) or electronic mail (e-mail) shall not be considered. Proposals not meeting specified delivery and method of submittal will not be opened nor considered responsive. 

Proposals must be addressed and delivered to Metro Transit at the following address.  This is also the address to be used for all communication in connection with this RFP:

Regional Metropolitan Transit Authority of Omaha d/b/a Metro Transit
Customer Service Contact Center Contract
ATTN: Procurement and Contracts Manager
2222 Cuming Street
Omaha, Nebraska, 68102-4392

For information regarding this proposal, contact Procurement and Contracts Manger at (402) 341-7560 EXT. 2272 phone, or procurement@ometro.com.  Any questions or requests for clarification are due from Proposers before October 27, 2025, by 2:00 pm CST , and must be submitted in writing using Exhibit “B” Request for Clarification or Substitution to  procurement@ometro.com.   If required, Metro Transit’s response to these submissions will be in the form of an Addendum.  All proposals must be completed and submitted by November 5, 2025, by 2:00pm Central Time.

No person or entity submitting a proposal in response to this RFP, nor any officer, employee, agent, representative, relative or consultant representing such a person (or entity) may contact through any means or engage in any discussion concerning the award of this contract with any member of Metro Transit’s Board or any employee of Metro Transit (excluding Procurement staff) during the period beginning on the date of proposal issue and ending on the date of the selection of Contractor.  Any such contact would be grounds for disqualification of the Proposer.

RFP Customer Service Contact Center Contract (Updated 10/20/2025)
Appendix I – Requirements Matrix (Updated 10/20/2025)
Appendix J – Reference Contact Information (Updated 10/20/2025)
ADDENDUM 1. 08-25 (2) Customer Service Contact Center Contract (Added 10/24/2025)
ADDENDUM 2. 08-25 (2) Customer Service Contact Center Contract (Added 10/30/2025)
ADDENDUM 3. 08.25 (2) Customer Service Contact Center Contract (Added 10/31/2025)

By: Manager of Procurement and Contracts
Dates of Publication: October 20, 2025.