RFP:142-26 Live Agent Visual Interpretation

The Massachusetts Bay Transportation Authority (MBTA or Authority) operates 153 rapid transit stations serving the Boston metropolitan area. Station layouts vary significantly and may include complex pathways among entrances, fare areas, platforms, tracks, elevators, escalators and exits. Riders who are blind or have low vision may encounter additional navigation challenges, particularly when construction, obstacles, blocked pathways or out-of-service facilities change the expected path of travel.

Following market research into smartphone-based live-agent visual interpreting solutions, the MBTA intends to procure a qualified provider to deliver real-time visual interpretation and navigation support for blind and low-vision riders in rapid-transit environments.

The objective is to implement a reliable, accessible, software-based live-agent visual interpreting service that allows blind and low-vision riders to connect with trained agents for real-time audio and visual assistance while navigating MBTA stations.

Provide trained live visual interpreters who use the rider's smartphone camera and audio connection to describe surroundings and provide real-time information supporting safe and independent transit navigation.

Assist riders who are blind or have low vision through accessible station pathways to transit points of interest, including unexpected changes to paths of travel e.g. construction, obstacles, out-of-service facilities.

Operate effectively in indoor and outdoor transit environments.

Provide live-agent support in English and Spanish at a minimum; the Contractor shall identify all additional supported languages.

Connect users to a live agent within an average of one (1) minute or less, measured monthly.

Provide comprehensive initial and ongoing training for visual interpreters, including descriptive communication, environmental scanning, wayfinding and obstacle avoidance, orientation and mobility considerations, and caller safety.

Provide an implementation plan identifying tasks, milestones, roles, dependencies, training, configuration, testing and go-live criteria.

The solution shall be software-based and shall not require dedicated physical infrastructure at MBTA stations.

The solution and included user-facing documentation shall conform to WCAG 2.1 Level AA and applicable Section 508/ADA requirements.

Provide monthly reporting, at a minimum, for number of calls, total minutes, average call duration, available location, call purpose/category and language.

Provide reports through a dashboard or self-service portal and allow export in commonly usable formats such as CSV/Excel and PDF.

**Submission method:** Bidder is required to prepare and submit all required documents to MBTA electronically via COMMBUYS. Proposals must be submitted electronically no later than **11/20/2026 2:00 PM**.

The anticipated initial term is three (3) years, with two (2) optional two-year extension periods exercisable at the MBTA's discretion. System-wide Accessibility has budgeted approximately **$120,000 per year** in operating funds.

The MBTA may at its own discretion award contract(s) to one or multiple Bidders.

Site Visit – Upon Request.

In-person or virtual presentations at MBTA (estimated): Dec 2026.