Title
CATS Fare Inspector Ambassador Program
Action
Action:
A. Approve a contract with Block by Block for a fare inspector ambassador program for a term of three years, and
B. Authorize the City Manager to renew the contract for up to four, one-year terms with possible price adjustments and to amend the contract consistent with the purpose for which the contract was approved.
Body
Staff Resource(s):
Brent Cagle, CATS
Elizabeth Presutti, CATS
Explanation
* CATS is launching the fare inspection ambassador program to improve fare compliance, enhance the rider experience, and strengthen safety through a professional, uniformed presence on the CATS system. The service provider will be responsible for recruiting, training, deploying, and managing fare inspection ambassadors.
* Ambassadors will conduct systematic proof-of-payment inspections on trains and platforms as part of the initial deployment, using CATS-issued validation equipment and a standardized, non-confrontational inspection protocol. They will also provide basic customer assistance and support rider understanding of fare requirements.
* The Program will be implemented in phases beginning with the Blue Line. Subsequent phases will expand operations to the bus system and the Gold Line, where Ambassadors will perform the same duties, responsibilities, and service expectations as those required on the Blue Line.
* On April 27, 2026, the city issued a Request for Proposals (RFP); five responses were received.
* Block by Block best meets the city's needs in terms of qualifications, experience, cost, and responsiveness to RFP requirements.
* At renewal, potential price adjustments may be considered based on legitimate and justified increases in the cost of doing business. The ability to consider price adjustments also allows the city to accept decreases, if warranted.
* Annual expenditures are estimated to be $5,000,000.
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