P34SF20719 - P34SF20719 - Wheel-Trans Reservations Call Centre

This Request for Proposals (the “RFP”) is an invitation by the Toronto Transit Commission (“TTC”) to prospective proponents to submit proposals to operate a Wheel-Trans Reservations Call Centre.
TTC’s Wheel-Trans division provides specialized transit, including door-to-door services, for people with disabilities or mobility challenges who are unable to use accessible conventional bus, streetcar or subway. The service is provided in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). For additional information regarding TTC’s Wheel-Trans services visit TTC’s Wheel-Trans website at: https://www.ttc.ca/WheelTrans/index.jsp.
Wheel-Trans customers are required to book their trips in order to access the transit services. Various booking methods are available including calling the Wheel Trans Reservationist Line. The successful proponent will assist the TTC’s Wheel-Trans Reservations Call Centre by accepting overflow customer calls and booking trip reservations for TTC’s Wheel-Trans services. The primary goal of establishing the overflow centre is to ensure that call wait times and call abandoned rates are reduced and maintained at acceptable levels set by the TTC.