Staff Report #14
October 27, 2025
To All Commissioners
Re: Primary Service Provider for Specialized Service – Request for Proposal
Recommendation
The report be RECEIVED for information.
Background
Since 1998, the delivery of specialized transit services has been undertaken utilizing a contracted service provider who supplies the vehicles and drivers. Contracts have been issued for an initial five (5) year period, with the option of a two (2) year renewal upon agreement of the parties. The total seven year term of the contract is consistent with the useful life of vehicles utilized to provide the service. The split between the initial five (5) year term and the two year extension provides an incentive for the service provider to ensure satisfactory performance in the initial period in order to have the opportunity for the extension. It also affords either party with the opportunity to opt out after the initial five year period.
The two year renewal on the current contract has been exercised, and will expire on July 31, 2027. Given delivery timeframes for vehicles has been in the eighteen (18) month range from date of order, the next contract needs to be awarded in early 2026 order to ensure adequate time to the successful bidder to procure vehicles and ensure they are ready for service on August 1, 2027.
Consistent with past practice, administration undertakes a review of the current contract in advance of request for proposal issuance, in order to update any provisions that require adjustment based on the experience over the contract term. In addition, the Accessible Public Transit Service Advisory Committee (APTSAC) is provided the opportunity provide input and recommendations to the Commission with respect to any provisions they feel need to be included. APTSAC has held discussions with respect to this topic at both their August and September meetings. Items raised for consideration during these meetings are discussed later in this report.
The following provides an overview of the various provisions that will be included in the Request for Proposal and resulting contract based on administration’s review of best practices, input from APTSAC, and adjustments made based on experience in the current contract.
Contract Term
- Length of contract is five (5) years, commencing August 1, 2027, which may be extended by mutual agreement for up to an additional two (2) years.
Service Delivery
Elements included in this section of the Request for Proposal include the following.
- clarification of roles for the parties:
- responsibility for call taking, scheduling, trip assignment and trip allocation rests exclusively with the LTC
- responsibility for drivers and vehicles (including procurement and maintenance) rests exclusively with the bidder
- LTC will adjust shifts based upon service demand (example – during Statutory Holiday periods) and will provide advance notice of same
- identified in-service vehicles are to be used exclusively and at the direction of the LTC for providing LTC Specialized Transit services and the successful Bidder agrees to provide backup vehicles and backup drivers as soon as possible when there is a service interruption
- in-service vehicles will include external signage as provided by LTC which clearly indicates the vehicle is providing London Transit Specialized service
Payment for Service Delivery
- Bid submissions will be stated on a price per service hour which assumes the vehicle remains in service for the entire scheduled time each day. The Bidder is required to ensure replacement vehicles/drivers are available to cover breaks in order to ensure there is no interruption in service noting this is included in the quoted hourly rate.
- Penalties will be applied in the event of a shortage of available vehicles or drivers
- Contract will include annual price adjustment based on change in the Canadian Consumer Price Index (all items).
- Contract will include a fuel price fluctuation provision providing for a potential retrospective adjustment based upon average fuel prices falling outside a predetermined range.
- Invoices will be completed on a monthly basis based on reconciled service hours provided and adjusted for any penalties that may apply.
Successful Bidder Obligations
During discussions with APTSAC, members shared examples of past interactions with drivers where they felt that focused training would have resulted in a more positive interaction. The section regarding the training requirements for drivers has been expanded to include references to these situations, and also includes the requirement for LTC to review the entire training program prior to the start of the contract. The Bidder’s obligations that will be included in the RFP are set out below.
- Bidder must comply with all applicable legislation including but not limited to: Ontario Human Rights Code (OHRC), Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Highway Traffic Act. Employment Standards Act, Occupational Health and Safety Act and their regulations. Bidders are required to comply with all relevant/applicable and any future additions or modification to legislation as they become enacted to Accessibility standards and regulations.
- Bidder agrees to provide and supervise drivers to operate the specified vehicles, including back up drivers. Bidder will ensure that all drivers assigned to work on behalf of LTC maintain a valid driver’s license to operate a specialized transit vehicle.
- Bidder will ensure that all insurance requirements are in place and provide proof of same including saving LTC harmless.
- Drivers will be required to complete training requirements as set out in the Accessibility for Ontarians with Disabilities Act, the Occupational Health and Safety Act, Ontario Human Rights Code, the Highway Traffic Act, and specific training relating to the use of on-board tie-downs and equipment.
In addition, driver training material should include effective communication and inter-personal skills (including specifics relating to communications and interactions with customers with disabilities), and diversity and inclusion content. Specific training with respect to the use and functionality of on-board equipment as prescribed by LTC prior to being assigned work on behalf of the LTC is also required. Bidder will provide LTC with a copy of the driver training program for review prior to the start of the contract.
- Bidder will procure vehicles as prescribed in a manner that will ensure availability on day one of the contract. Bidder will be responsible for maintaining vehicle fleet in a manner that ensures availability of required vehicles consistent with daily schedules.
- Bidder will ensure that LTC is provided timely reports of any instances with problem passengers, medical situations, passenger misconduct, motor vehicle accidents, etc. Bidder will respond to any inquiries made by LTC within 10 days of request.
- Bidder will collect fares as set by LTC and will not charge any other sum to any customer.
Vehicle Specifications
Two of the recommendations from APTSAC for consideration relate to the vehicle specifications included in the RFP. The first sought consideration of a mixed fleet of vehicles which includes taxis and the second sought consideration of ensuring maximum space on-board vehicles for maneuverability of customers as they board and alight the vehicle.
While there are transit systems in Ontario that utilize both lift-equipped vehicles and taxis, the taxis that are in use are accessible taxis. The current fleet of vehicles is able to accommodate all riders in a manner that allows for a shared ride service, which in turn ensures that available budget is being utilized in a manner that provides the most trips possible. In the past, LTC has held contracts with taxi providers for the use of non-accessible taxis, which were utilized for over-flow situations when the base fleet could not accommodate a trip, or in the event of a scheduling interruption that could be addressed with the use of an alternate vehicle. While this approach provided relief in specific situations, it was deemed to be more costly given each trip provided was direct and not shared. As such, a decision was made to invest available budget into a vehicle fleet that is able to accommodate both ambulatory and non-ambulatory passengers in a shared ride manner.
An industry scan indicated that the majority of specialized transit providers in Ontario are utilizing lift-equipped vehicles similar to those currently in use in London, with the only difference being the internal configuration which impacts the number of mobility aid positions and ambulatory seats. These vehicles have proven over time to be the most effective and efficient for the delivery of specialized services. In 2023, the Commission approved an amendment to the current contract to allow for the use of a different vehicle in the specialized fleet due to supply chain issues impacting the delivery of the standard vehicle requirement. As the result eight (8) Pro-Master vehicles were introduced into the fleet. These vehicles are a modified mini van with a side ramp for boarding customers with mobility aids. Subsequent to the introduction of these vehicles into service, a number of safety concerns were raised which resulted in these vehicles being utilized for ambulatory trips only, for customers who do not require mobility aids. This experience highlights the need to ensure that the vehicles specified for use in the delivery of the specialized service be proven to provide a safe and comfortable ride for all customers of the service.
Given past experience, administration is not recommending that taxis be included as part of the Primary Service Provider RFP, which is intended to provide for the base fleet of vehicles required to operate the specialized transit service. This does not preclude the option of issuing a future RFP for a secondary contract for a different vehicle that could be utilized in overflow situations as has been the case in the past.
The manner in which the request for proposal outlines the vehicle specifications allows for LTC to review the interior design of the vehicle prior to the order being placed. At this time LTC will ensure that consideration for maximizing space in aisles is given to ensure maneuverability for customers on board.
The following provides an overview of the vehicle specifications that will be included in the Primary Service Provider RFP.
- 60 4×4 lift-equipped vehicles will be required for daily service at the commencement of the contract. LTC will indicate anticipated growth in service hours over the initial five (5) year term which will require additional vehicles, noting this number will be confirmed each year at the sole discretion of LTC subsequent to budget approval.
- The vehicles will be operated and maintained in accordance with the provisions of the Highway Traffic Act of Ontario (e.g., safety inspection program) and the Commercial Vehicle Operating Registration requirements.
- If, in the opinion of the LTC, any vehicle is not in good working order, condition, repair, or clean and is considered unsuitable for the safe and comfortable transportation of passengers, the Bidder will immediately rectify the condition upon receipt of written notice from the LTC. Trip assignment will not be provided with this vehicle until the situation is rectified.
- At no time throughout the term of the contract shall primary vehicles be older than seven (7) model years. Backup vehicles are not to exceed nine (9) model years in age.
- The Bidder is to submit an expected vehicle acquisition/replacement plan to meet the above referenced vehicle requirements.
- Vehicle specifications include auxiliary heavy duty interior air conditioners, fully functioning heating systems, onboard audio/video monitoring, and have appropriate connections to enable onboard tablets for driver manifests and onboard smart card readers as supplied by LTC.
Adherence to Service Policies and Procedures
The successful bidder is required to ensure that all Drivers adhere to all policies, procedures and/or rules governing the provision of the service. During discussions with APTSAC, a recommendation relating to ensuring that Drivers accommodate requests for assistance with service animals in the event they need to be boarded separately from the rider (through the front door versus riding on the lift). This requirement has been added to the driver expectations section that will be included in the RFP. The following provides an overview of the policies and procedures that relate to the expected service provided by Drivers.
- Smoking on the vehicle is prohibited (consistent with City of London by-law number L.S.R. 12-215 P.J. 62-474).
- At no time are the vehicles to be left unattended while Customers are on board unless assisting a Customer to/from the destination or the bus. The driver must have the vehicle in sight and in close proximity.
- There will be no refueling of vehicles while Customers are on board.
- The driver may, upon request, operate a lift at a Customer’s residence.
- At the request of the rider, a driver will assist with the boarding and alighting of a service animal through the front door of the bus.
- Drivers will not enter Customer’s residence; however the driver must help a Customer from “door to door”.
- Drivers are not required to assist with groceries or similar packages. Arrangements should be made for someone else to assist an individual or that individual must be able to independently carry on packages and keep them in their care and control throughout their ride.
- Drivers will assist Customers from “door” to “door”. Drivers must ensure that Customer is safely inside outermost door at destination.
- Driver assistance will be provided, up to a maximum of one step, upon request, if the assistance can be provided in a safe and effective manner for both the Customer and the driver.
Subsequent to any final input from the Commission, the request for proposal will be finalized and released in the coming weeks followed by a Staff Report with a recommendation for contract award at the January 2026 meeting.
Recommended by:
Brandon Goldstone, Manager of Service Integration
Shawn Wilson, Director of Operations
Concurred in by:
Kelly S. Paleczny, General Manager