When is the submission deadline?

Submissions are due November 20, 2026. Questions must be submitted by November 3, 2026.

What is the budget for this RFP?

The published budget is $120,000.

It was issued by Massachusetts Bay Transportation Authority. The work is located in Boston, Massachusetts, United States.

Live Agent Visual Interpretation (Due November 20, 2026)

The Massachusetts Bay Transportation Authority is seeking a qualified provider to implement a software-based, live-agent visual interpreting service for blind and low-vision riders in rapid-transit environments.

Must provide a software-based, live-agent visual interpreting service requiring no dedicated physical infrastructure
Must connect users to a live agent within an average of one minute or less
Must provide live-agent support in English and Spanish at a minimum
Must conform to WCAG 2.1 Level AA and applicable Section 508/ADA requirements
Must provide a current Accessibility Conformance Report (ACR) based on a VPAT or equivalent
Must maintain sufficient trained-agent capacity during peak and non-peak periods
Must maintain an escalation process for calls that cannot be served within the required response time
Must provide monthly reporting on call volume, duration, and service performance metrics
Must conduct annual third-party security assessments or penetration tests
Must provide an annual SOC 2 Type 2 report
Must implement multi-factor authentication for all remote access connections
Must have Endpoint Protection software installed and active on all systems
Must conduct criminal background checks, including CORI and Level II Sex Offenders Registry checks, for all personnel with access to MBTA systems or data

RFP issued: October 16th, 2026

Pre-bid conference: October 22nd, 2026

Deadline for submission of Bidder questions: November 3rd, 2026

Official Answers for Bid Q&A published: November 6th, 2026

Response Due Date: November 20th, 2026

In-person or virtual presentations: December 2026

Contract Execution: January 2027

Service Start Date: January 2027

Primary procurement contact — name, title, email, and phone

Additional decision-makers and their departments

The Massachusetts Bay Transportation Authority (MBTA) intends to procure a qualified provider to deliver real-time visual interpretation and navigation support for blind and low-vision riders across its 153 rapid transit stations. The solution must be software-based, require no dedicated physical infrastructure, and operate effectively in both indoor and outdoor transit environments. The service must connect users to a live agent within an average of one minute or less, provide support in English and Spanish at a minimum, and conform to WCAG 2.1 Level AA accessibility standards. The anticipated initial contract term is three years, with two optional two-year extension periods.

Live Agent Visual Interpretation

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