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GoGo Technologies:
Diamond Bar Dial-A-Ride Transportation
Services Proposal
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February 27, 2025
City of Diamond Bar
21810 Copley Drive
Diamond Bar, CA 91765
RE: Diamond Ride Program Transportation Services Proposal
To the City of Diamond Bar Selection Committee,
GoGo Technologies is pleased to submit our proposal for the City of Diamond Bar's Dial-A-Ride
Transportation Services (Diamond Ride Program). We believe our innovative technology-driven
approach will enhance transportation services for Diamond Bar residents while maintaining the
personal touch and reliability they expect.
Our proposal addresses your specific needs by providing:
• Specialized Older Adult Support: Our operators are specifically trained to assist older
adults with patience and understanding
• Multiple Booking Options: 24/7 phone-based system with live operators, web portal,
and family/caregiver access
• Enhanced Safety Features: Our proprietary "GoGo Guardian" monitoring system
provides real-time oversight for every ride
• Extensive Service Coverage: Partnerships with Uber, Lyft, and B811 Medical
Transportation ensure consistent availability
• California Expertise: Over 200,000 rides provided across California in the past 12
months
This proposal demonstrates GoGo's ability to implement a reliable, efficient transportation
program for older adults and individuals with disabilities in the City of Diamond Bar. All
conditions proposed are valid for a period of at least one hundred and eighty (180) calendar days
from the submission date.
We welcome the opportunity to discuss our proposal in more detail. Thank you for your
consideration.
Sincerely,
Gina Gambaro
Signature
Director, Enterprise Growth | GoGo Technologies, Inc.
Email: gina@gogoforbusiness.com
Phone: (314) 303-0249
Director, Enterprise Growth
Gina Gambaro
GoGo For Business
02 / 28 / 2025
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Project Team
Organization Chart
Key Personnel
Gina Gambaro, Director, Enterprise Growth (Main Point of Contact)
Enterprise growth is led by Gina Gambaro who has a successful background in technology and
customer success spanning more than 20 years. Gina was one of the founding enterprise team
members at GoGo and prior to her current role, she led a $50m revenue team at 1health. Gina has
contributed to lead the "GoGo Way" which is heart and compassion first and wallet second.
Responsibilities: Primary point of contact for the City of Diamond Bar, oversees implementation
and initial program success.
LinkedIn Resume: https://www.linkedin.com/in/gina-gambaro-7b961932/
Email: gina@gogoforbusiness.com
Ben Eachus, Head of Partnerships
The Partnership team is led by Ben Eachus who has a successful background in technology and
customer success spanning more than 15 years.
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Responsibilities: Oversees partnership development and management, ensures successful
integration with transportation providers.
LinkedIn Resume: https://www.linkedin.com/in/benjamin-eachus-a4587855/
Email: ben@gogoforbusiness.com
Danny Angel, Director, Client Success
With over five years of committed expertise as a Customer Success Manager at GoGo for
Business, Danny Angel specializes in analytics, troubleshooting, dashboard updating,
QuickBooks, invoicing, planning, budgeting, and training new partners.
Responsibilities: Day-to-day client relationship management, training, reporting, performance
tracking, problem resolution.
LinkedIn Resume: https://www.linkedin.com/in/danny-angel-501768264/
Email: danny@poweredbygogo.com
Jerry De La Mora, Client Support Specialist
Jerry is a seasoned professional with a dedication to providing specialized assistance to older
adults. With a wealth of experience, he excels in guiding individuals through the intricacies of
modern technology, addressing inquiries about various products and services, and serving as the
first point of contact for partner accounts encountering technical challenges.
Responsibilities: Front-line customer support, technical issue resolution, user assistance.
LinkedIn Resume: https://www.linkedin.com/in/jerry-de-la-mora-4481b734a/
Email: jerry@gogoforbusiness.com
Team Availability
• Danny is available Monday-Friday 6 AM-3 PM PST
• Jerry is available Monday-Friday 10-7 PM PST
• Operators are available 24/7
• Drivers are available 24/7/365
• You will be given a direct email and phone number for your account team
In addition to our project team, GoGo has an additional 300 individuals dedicated to operations,
support and logistics 24/7/365. Our teams are based across the US, Europe and Asia and all
highly skilled and English speaking.
Personnel Changes
If any changes in personnel or subcontractors occur during the contract period, GoGo shall notify
the City and furnish the same required information for review and approval.
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Firm's Experience/References
Reference 1
• Organization: City of Newton, MA
• Contact: Jenn Martin
• Title: Director of Transportation Planning
• Phone: 617-796-1481
• Email: jmartin@newtonma.gov
• Address: 1000 Commonwealth Ave., Newton Centre, MA 02459
• Project Name: GoGo Newton
• Date of Completion: Active Partner
Reference 2
• Organization: New York State Office for the Aging (NYSOFA)
• Contact: Greg Olsen
• Title: Acting Director
• Phone: 518-486-6067
• Email: greg.olsen@aging.ny.gov
• Address: 2 Empire State Plaza, Albany NY, 12223
• Project Name: GoGo Offices of the Aging Subsidy
• Date of Completion: Active Partner
Reference 3
• Organization: Solano Transportation Authority
• Contact: Debbie McQuilkin
• Title: Mobility Program Manager
• Phone: 707-399-3231
• Email: dmcquilkin@sta.ca.gov
• Address: 423 Main Street, Suisun City, CA 94585
• Project Name: Solano Older Adults Medical Trip Concierge Service
• Date of Completion: Active Partner
Reference 4
• Organization: City of Paramount, CA
• Contact: Magda Garcia
• Title: Recreation Supervisor
• Phone: 562-220-2093
• Email: mgarcia@paramountcity.com
• Address: 16400 Colorado Ave, Paramount, CA 90723
• Project Name: Paramount In Motion
• Date of Completion: Active Partner
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Links to Active Partner Program Pages
• City of Newton, MA: https://www.newtonma.gov/government/planning/gogo
• Solano Transportation Authority: https://solanomobility.org/program/solano-older-
adults-medical-trip-concierge-service/
• City of Paramount, CA: https://www.paramountcity.gov/community/transit-services/
• Dutchess County, NY - GoGo Veterans: https://www.dutchessny.gov/46492.htm
• City of Menifee, CA: https://www.cityofmenifee.us/1077/GOGO-Grandparent
Methodology/Project Understanding
Approach to Fulfilling Scope of Work
GoGo Technologies thoroughly understands the City of Diamond Bar's requirements for the
Dial-A-Ride (Diamond Ride) program and is uniquely positioned to fulfill the scope of work
through our specialized transportation solution.
Program Understanding: The City of Diamond Bar aims to provide Dial-A-Ride transportation
services for older adults and adults with disabilities. The contract will run from July 1, 2025, to
June 30, 2028, with the possibility of extension. The program needs to serve residents aged 60+
and adults with disabilities (18+) within the defined service areas, with trips limited to 30 one-
way trips per month per rider.
Background: GoGoGrandparent was founded in 2016 by GoGo's CEO, Justin Boogaard. He
was inspired to create GoGo for his grandmother, Betty. She wanted to use "on-demand"
services but didn't use a smartphone and was not comfortable ordering an Uber or Lyft on her
own. The idea for GoGo was simple: make on-demand services work reliably for people without
smartphones or apps. Now, Grandma Betty and hundreds of thousands of people across North
America count on GoGo to lead independent lives, making GoGo the largest virtual retirement
community by lives served.
We believe that GoGo Technologies, DBA GoGo, is the best fit to enhance the Diamond Ride
program due to our focus on serving older adults. For example, GoGo's service includes a phone-
based, context aware reservation system, allowing riders without access to smartphones or the
internet to book rides through a toll-free number to ensure accessibility. Additionally, approved
riders can access GoGo through a web-based portal. Ride services can also be requested and
prescheduled on a rider's behalf by a City of Diamond Bar staff member or an approved "Loved
One”.
While more and more older adults have adopted smartphone technology, many still prefer to
speak with a live operator for ride ordering. GoGo's virtual call center staff is specially trained to
support sensitive populations and to help them feel comfortable taking advantage of popular on-
demand services. To administer the program and ensure accessibility for all Diamond Bar
residents, GoGo provides a 24/7 call center where operators assist with ride ordering and rider
support. All trips are actively monitored by our proprietary ride monitoring systems called "the
GoGo Guardian" and will notify our operators (GoGo Guardians) if a rider requires assistance.
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To ensure the needs of your residents are met, GoGo maintains a profile for each rider to keep
track of special requests or impairments they may have. Within 30 seconds of a trip being
accepted by a licensed and authorized TNC driver, GoGo checks to see if the car assigned meets
the rider's specified requirements (for example, is too big or too small for someone with
ambulatory ailments, is the driver comfortable with older adults, is the trunk large enough to
accommodate a wheelchair or packages, etc.).
If a driver meets your requirements, we will issue a series of communications to the driver
through the driver's ride sharing app, including text messages and calls with the intention of
passing on the rider's needs to ensure they are comfortable supporting those specific
requirements. If the rider has indicated they have visual impairments or ambulatory equipment,
we let the driver know and give them the opportunity to opt-out of the ride. An emergency
contact or "Loved One" may be added to a rider's account so that the person or persons will be
notified via SMS when the rider has ordered a ride and again when the rider has been
successfully dropped off, adding peace of mind for family members, care takers and/or city staff.
Furthermore, GoGo takes steps to ensure that your residents received a high level of service.
Because GoGo partners with Transportation Network Companies (TNCs), local taxi and WAV
providers, we've implemented a rigorous vetting process. For TNC drivers, they must have a 4.7
rating or higher to be eligible to drive for a GoGo program. They must also opt-in to supporting
the needs of older adults, lending an elbow in and out of a vehicle, folding up a walker or
wheelchair and assisting with luggage and other items a community member may need
assistance with. This requirement alone filters out more than ~30% of TNC drivers who are
unwilling or unable to support older adults. All drivers are background checked every 6 months,
going back 7 years.
Our strategic partnership and integration with Uber, Lyft and other transportation providers
makes it easier for residents to book on-demand transportation quickly, easily, and with 99%
reliability. Uber leads the US ridesharing industry with 74% market share (Forbes.com,
December 2023). Within Uber, Uber Transit is a dedicated team with experience partnering with
public agencies. Uber Transit has partnered with over 70 public agencies around the world,
including the City of Summit, New Jersey, New Jersey Transit, and New York City Transit.
Beyond our TNC network, GoGo partners with trusted Non-Emergency Medical Transportation
(NEMT) vendors like B811 Medical Transportation. Our experience working with B811 to
support Solano Transportation Authority's Mobility program has provided a reliable and high
quality service, executing an average of 680 trips per month to approved STA Mobility riders.
B811 maintains a fleet of both ambulatory and wheelchair accessible vehicles to support the
needs of the Diamond Bar community.
GoGo has experience partnering with more than 500 government and non-profit organizations to
provide transportation services to older adults and people living with disabilities and/or
impairments. For example, we've partnered with municipalities such as the Cities of Oakland,
Berkeley, Paramount & Menifee, Fresno Council of Governments, the City of Newton, MA and
most recently, the New York State Office for the Aging (available in 32 of 62 counties
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statewide). Moreover, GoGo has partnered with dozens of Area Agencies on Aging to provide
subsidized, on-demand or pre-scheduled rides for older adults across the United States.
Each of our partnerships have unique program requirements such as ride limits, subsidy
structures, geofence restrictions, etc. The GoGo platform provides the flexibility required to meet
the needs of our partners nationwide. This experience will be helpful for The City of Diamond
Bar as they work to implement and manage an updated community transportation program and
knowing that GoGo has vast experience in this field, will prove beneficial to the team and
residents.
In addition to transportation services, other available services include grocery, warm meal and
pharmaceutical delivery as well as home services.
Advantages Over Traditional Services
1. Technology Integration
o Real-time tracking and monitoring
o Automated dispatching for efficiency
o Digital record-keeping and reporting
o Integrations with Uber & Lyft
o Unified invoicing with multiple transportation providers (including taxi & WAV
vendors)
o Can automate identification through our innovative portal without the city having
to provide cards but instead updating valid riders in the portal or through a data
resource such as a spreadsheet in real-time
o Custom number will be created for the City of Diamond Bar and staffed 24/7/365
o All calls are recorded
2. Scalability
o Ability to handle demand fluctuations
o No fixed fleet size limitations
o Multiple backup options for service delivery
3. Customer Experience
o Multiple booking options
o Real-time status updates
o Specialized older adult support
o Family/caregiver/City portal access
o Enterprise Team Support
o Riders may have up to 3 additional riders without additional charges as long as
the pick-up and drop off locations are the same
Technical Capabilities
1. Multi-Channel Booking System
o Phone-based reservation system with 24/7 live operators
o Web portal access
o Upcoming mobile app (Q2 2025)
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o Custom phone numbers with specialized prompts
2. Customer Service
o 300+ FTE customer service representatives available 24/7/365
o Multilingual support available
o Specialized training for working with older adults and disabled individuals
o "Guardian Software" for ride monitoring and safety checks
o GoGo will conduct anonymous satisfaction survey annually
o Enterprise Team will conduct bi-weekly, quarterly and annual reviews to ensure
the service remains cost-effective and responsive
o Any changes to the program by the city will be reflected within 30 days
3. Driver Requirements
o Strict vetting process (filters out >30% of drivers)
o Minimum 4.7-star rating requirement
o Required WAV training for assistance with mobility devices
o Agree to support impairments in and out of the vehicles
o Three-strike policy for cancellations
4. Operational Experience
o Partnerships with 500+ government organizations
o Services in 26,000+ cities
o Integration with multiple transportation providers (Uber, Lyft, taxi services)
o Average 7-minute response time for ride matching
o Turn-key but customizable solution
Detailed Work Plan
1. Ride Booking Process:
o Eligible Diamond Ride cardholders call the dedicated Diamond Bar phone
number
o GoGo operators verify eligibility (no physical card required - digital verification)
o Customer provides trip details (pickup location, destination, time, special needs)
o GoGo assigns the ride to an appropriate driver based on requirements
o Real-time monitoring begins and continues throughout the trip
o Notifications sent to emergency contacts if designated
2. Driver Selection and Communication:
o Within 30 seconds of trip acceptance, GoGo verifies the driver meets rider
requirements
o Special instructions communicated to driver regarding rider needs
o Drivers may opt-out if they cannot accommodate specific needs (replaced
immediately)
o For riders with mobility equipment, appropriate vehicles are dispatched
3. Service Delivery:
o Average 7-minute response time for ride matching
o Drivers assist riders as needed (lending an arm, folding walkers/wheelchairs, etc.)
o Continuous monitoring through "GoGo Guardian" system
o Support available throughout the ride for both rider and driver
4. Payment Processing:
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o Rider pays standard fare ($0.50 for Service Area 1, $1.50 for Service Area 2)
o GoGo collects payment via credit card or mailed check (minimum deposit $60.00
for checks)
o GoGo applies appropriate subsidy based on service area
o Monthly consolidated invoicing to the City
5. Reporting and Management:
o Comprehensive reporting provided by the 15th of each month
o Real-time access to program data through secure portal
o Regular reviews with City staff to evaluate program performance
o Continuous improvement through data-driven insights
o GoGo will conduct anonymous satisfaction survey annually
Operational Requirements and Compliance
GoGo is fully prepared to meet the operational requirements specified in the RFP. Below is a
detailed overview of our compliance with key requirements:
Vehicle Operators Requirements
GoGo contracts with Uber, Lyft and B811, with the following driver requirements:
• Use of eligible 4-door vehicles
• Valid US driver's license
• Proof of residency in their city, state, or province
• Proof of vehicle insurance for personally owned vehicles
• Driver profile photo
• Compliance with all state, county and city specific requirements
• Minimum of one-year licensed driving experience in the US (3 years if under 25)
• Background checks going back 7 years and renewed every 6 months
• Complete California DMV check requirements
Staffing Requirements
• Adequate staffing levels: Our network of contractors provides ample vehicles to support
the program with built-in redundancy
• Service consistency: Services are available 24/7/365 with the ability to adjust based on
specific program needs
• Licensing compliance: All drivers maintain valid California Driver's Licenses and
required certifications
• Professional standards: All personnel maintain clean and professional appearance
Minimum Qualifications
• Background verification: GoGo performs background checks on all drivers going back
7 years to screen for DUI/controlled substance convictions, license suspensions,
outstanding arrest warrants and other infractions.
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• Performance standards: Drivers must complete approximately 75 successful trips and
maintain a 4.7+ star rating to be eligible participate in GoGo programs
• Navigation assistance: While drivers typically use GPS for navigation, they receive
orientation about the service area
• Passenger sensitivity: Drivers are made aware of riders' special needs and must opt in to
supporting those needs
• Problem resolution: Our 24/7 call center addresses rider support needs, with escalation
paths to supervisors as needed; drivers receiving complaints are removed from the
program
Dispatch and Communication
• Reservation accuracy: GoGo will accurately record and schedule all trip reservations
• Complaint management: Effective systems are in place for managing complaints and
customer service inquiries
o Complaints and support requests may be escalated to team leads for appropriate
resolution
• Responsive communication: 24/7 phone support for transportation services questions
and assistance
• Dedicated account team: Available between the hours of 6am – 7pm PT via email and
phone
• Language support: While our live operators currently support English and Spanish,
GoGo can work with the City to implement Language Line services for Mandarin and
Korean support
Operating Hours
• Diamond Bar requires 7:00 AM - 8:00 PM PST
• GoGo offers 24/7/365 service for maximum flexibility
Vehicle Requirements
Our vehicles meet all requirements through our partnerships with Uber, Lyft, and B811:
• 4-door vehicles able to transport a minimum of 4 passengers
• Vehicle models 16 years old or newer
• No salvaged, reconstructed, or rebuilt titles
• No cosmetic damage, missing pieces, or commercial branding
• GoGo's technology allows for requested car type (electric vehicle, minivan, etc.)
• B811 maintains a fleet of both ambulatory and non-ambulatory vehicles with daily pre-
trip inspections and regular maintenance
Operational Emergencies
GoGo has emergency response protocols in place:
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• 24/7/365 support and ride monitoring for all rides in real-time
• Reporting of hazardous conditions created by weather or road conditions
• Prompt notification of in-service failures to the City
• Immediate reporting of wheelchair lift failures
• Protocols for medical emergencies, including 911 coordination when appropriate
• Comprehensive accident/collision reporting procedures
Transition Plan
The transition from the current provider to GoGo Technologies will be carefully managed to
ensure a seamless experience for Diamond Bar residents. Our transition plan includes:
1. Pre-Launch (30-60 days prior to July 1, 2025):
o Establish program requirements and configurations with City staff
o Set up Diamond Bar's dedicated phone number
o Configure geofencing for service areas
o Implement subsidy structure and payment systems
o Create rider database and verification protocols
o Develop marketing materials and support community outreach
2. Training (2-3 weeks prior to launch):
o Conduct training sessions for all program administrators
o Provide documentation and guides for City staff
o Train call center operators on program specifics
o Prepare ride-along demonstrations for City staff
3. Go-Live (July 1, 2025):
o Begin taking calls from approved riders
o Start providing transportation services
o Monitor all rides in real-time
o Provide daily reports to City staff during initial week
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o Hold check-in meetings to address any issues
4. Post-Launch Support:
o Regular check-in meetings with City staff
o Continuous monitoring and adjustment as needed
o Performance reviews at 30, 60, and 90 days
o Community feedback collection and implementation
Employee Safety and Training Program
GoGo Technologies maintains a comprehensive approach to employee safety and training:
1. Operator Training:
o Specialized training for working with older adults
o Communication skills for customer service excellence
o Emergency situation handling
o Regular refresher courses
o Shadowing experienced operators before independent work
2. Driver Requirements (through our subcontractor partnerships):
o Rigorous background checks
o Driving record verification
o Drivers opt-in to assisting passengers with mobility devices
o Communication protocols for the GoGo system
3. Safety Monitoring:
o 24/7 monitoring of all trips through "GoGo Guardian" system
o AI-based anomaly detection for unusual trip patterns
o Immediate alerts for potential safety issues
o Review of all reported incidents within 24 hours
o Regular safety audits and improvement recommendations
4. Continuous Improvement:
o Regular review of safety metrics
o Feedback implementation from riders and City staff
o Updated training based on identified needs
o Recognition program for exemplary safety performance
Drug and Alcohol Screening Practices
• Pre-Employment Screening: Pre-employment drug and alcohol testing procedure to
assess potential hires before they commence work.
o GoGo does not own its own vehicles and subcontracts with companies like Uber,
Lyft, Local taxi & WAV vendors (ex. B811)
o Uber and Lyft do not have a pre-employment drug and alcohol testing program,
while B811 does comply with these guidelines.
• Incident or Accident Testing: Conduct drug and alcohol testing following any
workplace incident or accident to determine if substance use contributed to the situation.
o Yes, Uber, Lyft and B811 all have processes in place.
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• Reasonable Suspicion Testing: Establish protocols for testing employees based on
observable signs and behaviors that may indicate substance abuse.
o Yes, Uber, Lyft and B811 all have processes in place.
• Supervisor Training: Provide comprehensive training for supervisors to recognize the
symptoms of drug and alcohol use, enabling them to identify and address potential issues
proactively.
o B811 does have supervisor training
o Uber and Lyft do not have supervisor training.
Preventative Maintenance Program for Vehicles
While GoGo does not own its own vehicles, our partner vehicle standards are outlined below:
1. Transportation Network Companies (Uber/Lyft):
o Vehicle requirements: 16 years old or newer, 4-door vehicles
o Clean and well-maintained appearance required
o Regular inspection requirements per California regulations
o Driver rating system that includes vehicle condition evaluation
o Immediate removal of vehicles with reported maintenance issues
2. B811 Medical Transportation (Optional Subcontractor for WAV):
o Daily pre-trip inspections by trained personnel
o Preventative maintenance every 5,000 miles or 30 days (whichever comes first)
o Comprehensive inspection program including:
§ Wheelchair lift testing and certification
§ Brake system inspection
§ Suspension and steering checks
§ Emergency equipment verification
§ Climate control systems testing
o Detailed maintenance logs available for City review
o Certified mechanics performing all maintenance
o Backup vehicle availability to prevent service disruptions
Photographs of Proposed Fleet
• GoGo does not own its own vehicles and contracts with Uber, Lyft & B811 to
provide a reliable network of vehicles to serve program residents.
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E. Cost for Services
Annual Cost Structure (July 1, 2025 - June 30, 2028)
Fiscal Year Administration
Fee
Estimated Trip Cost Annual Total (Not-to-Exceed)
2025-2026 $49,000 Based on usage [Total budget cap amount]
2026-2027 $54,000 Based on usage [Total budget cap amount]
2027-2028 $59,000 Based on usage [Total budget cap amount]
Rate Structure – Trip Cost
Service Rate Unit
Flag Drop $0.10 Booking fee
Distance Avg of $0.97 Per mile
GoGo Monitoring & Safety Fee $0.30 Per minute of active trip
Time (TNC Fee) $0.23 Per minute
Minimum Base Fare $8.91 Per trip
Subcontractors:
Uber Technologies Inc. - GoGo has a direct integration with the Uber platform for ride ordering
and driver filtering. GoGo is Uber’s largest fulfillment partner in the United States and maintains
a close relationship with their team to ensure service delivery is executed at a level satisfactory to
our riders and partners.
Lyft, Inc. - GoGo has a direct integration with the Lyft platform for ride ordering and driver
filtering. Leveraging their network extends our service coverage to riders and partners.
B811 Medical Transportation – GoGo partners with trusted NEMT vendor, B811 Medical
Transportation. Our experience working with B811 to support Solano Transportation Authority's
Mobility program has provided a reliable and high quality service, executing an average of 680
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trips per month to approved STA Mobility riders. B811 maintains a fleet of both ambulatory and
wheelchair accessible vehicles to support the needs of the Diamond Bar community.
Optional Subcontractor: B811 Medical Transportation Service
Partnership
Contractor Information
Business Name: B811 Medical Transportation Service
Address: 241 West A Street, Dixon, CA 95620
Authorized Representative: Roslyn Taggart
Phone Number: 707-722-2811
Contract Details
Service: Dial-A-Ride Transportation Services
Term: July 1, 2025 – June 30, 2028
Service Days: 7 days per week, including holidays
Service Hours: 7:00 a.m. – 8:00 p.m. PST
Rate Category Proposed Rate (USD)
Flag Drop (First Mile) $12.00
Distance (Per Additional Mile) $3.50
Wheelchair Service (Per Trip) $45.00
GoGo Ordering Fee $5.00
Supplementary Notes for B811:
• Wait Time Fee: $20 per 15-minute interval beyond the scheduled pickup time
• After-Hours Surcharge: 10% additional charge for trips scheduled outside standard
service hours (7:00 a.m. – 8:00 p.m.)
• No-Show Fee: $10 if a rider fails to show up for a scheduled ride without prior
cancellation
• Extra Attendant Fee: $15 per trip if an additional staff member is required for passenger
assistance
Service Deliverables
Vehicle Operators
• Staffing & Scheduling: Full roster of qualified vehicle operators, including backup personnel
• Qualifications & Checks: All operators hold valid California Driver's Licenses with required
certifications; strict background policy with DMV checks and participation in California DMV
Pull Notice Program
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• Training & Appearance: Comprehensive training on operational procedures, customer service
(focused on elderly and limited-mobility passengers), and proper use of wheelchair lifts and
securement systems
• Professional Conduct: Drivers prohibited from soliciting tips
Dispatch and Service Information
• Highly skilled call center team for recording and scheduling reservations
• Enhanced service accessibility through partnerships with 3rd party dispatch vendors
Safety Protocols
• Dedicated safety program that promotes and rewards safe driving practices
• Regular evaluations to ensure operator fitness
• Comprehensive safety plan with continuous training and proactive incident management
Vehicles/Equipment
• ADA-compliant fleet with both standard sedans and wheelchair-accessible vehicles
• Daily pre-trip inspections and regular maintenance (every 5,000 miles or 30 days)
• Appropriate vehicle capacity based on service characteristics
Compliance and Facilities
• Compliance with California Vehicle Code, Federal Safety Standards, and CHP regulations
• Dedicated vehicle storage and maintenance facilities
• Comprehensive maintenance program for all vehicle components
General Fees Notes:
• All trips are monitored from when a ride request is made to when the ride ends
• The cost will be capped at the budget to ensure the City of Diamond Bar does not over
extend
• For invoicing we can break down to the line item if need be or just do the trip total
F. Insurance
Statement Certifying Insurance Coverage
GoGo Technologies certifies that the required insurance coverage as specified in the RFP will be
obtained by GoGo Technologies, and that GoGo Technologies understands said coverage is
prerequisite for entering into an agreement with the City.
Upon execution of the contract, GoGo Technologies will provide proof of compliance with all
insurance requirements addressed in the professional services agreement including:
1. Comprehensive General Liability Insurance: $2,000,000 combined single limit coverage
2. Property Damage Insurance: $1,000,000 per occurrence
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3. Automotive Liability Insurance: $1,000,000 combined single limits coverage
4. Worker's Compensation Insurance: As required by law, with a minimum limit of
$500,000
GoGo Technologies has confirmed with its insurance carrier that it can meet all the requirements
for insurance. All policies will name the City, its officers, employees, agents, and volunteers as
additional insureds.
G. Services Agreement
GoGo Technologies hereby certifies that we agree to the City's Services Agreement terms and
conditions as provided in the RFP documentation.
We have reviewed the agreement in detail and have no objections or proposed edits to the
agreement at this time.
GoGo Technologies understands that failure to meet the insurance regulations as set forth shall
result in disqualification.
Conclusion
GoGo Technologies offers the City of Diamond Bar a forward-thinking, technology-driven
solution that exceeds the traditional Dial-A-Ride model. Our proven track record of serving over
500 government and non-profit organizations across 26,000 cities demonstrates our ability to
deliver reliable transportation services specifically designed for older adults and individuals with
disabilities. In the past 12 months, GoGo has provided over 200,000 rides in the State of
California.
By partnering with GoGo, Diamond Bar will benefit from:
• Enhanced Rider Experience: Multiple booking options (phone, web portal, and
upcoming mobile app), 24/7/365 customer support, and specialized assistance for older
adults create a seamless, accessible transportation experience.
• Advanced Safety Features: Our proprietary "GoGo Guardian" monitoring system,
rigorous driver vetting process, and real-time ride tracking provide peace of mind for
riders, family members, and city staff.
• Superior Technology Infrastructure: Integration with multiple transportation providers
ensures reliable service with an average 7-minute response time, while our customizable
platform enables Diamond Bar to tailor the program to the City's specific requirements.
• Operational Excellence: Comprehensive reporting capabilities, proactive performance
management, and experienced support staff ensure smooth implementation and ongoing
program success.
• Cost-Effective Solution: Our scalable approach eliminates fixed fleet costs while
maximizing service coverage, offering Diamond Bar
Doc ID: ed71f7836865b5e8cef999c2c7490a7378947cb8
Director, Enterprise Growth
FinalGoGo_Technol..._RFP_Proposal.pdf
ed71f7836865b5e8cef999c2c7490a7378947cb8
MM / DD / YYYY
Signed
02 / 28 / 2025
14:38:22 UTC
Sent for signature to Gina Gambaro
(gina@gogoforbusiness.com) from gina@gogoforbusiness.com
IP: 35.144.35.132
02 / 28 / 2025
14:38:23 UTC
Viewed by Gina Gambaro (gina@gogoforbusiness.com)
IP: 35.144.35.132
02 / 28 / 2025
14:40:20 UTC
Signed by Gina Gambaro (gina@gogoforbusiness.com)
IP: 35.144.35.132
The document has been completed.02 / 28 / 2025
14:40:20 UTC