Unveiling the Truth: Why You Need ALL Customer References in Your CAD/AVL RFP

Customer references can make or break a transit agency’s choice for a Computer-Aided Dispatch (CAD) and Automatic Vehicle Location (AVL) system. These complex systems influence everything from service efficiency to rider satisfaction. Sifting through stacks of Request for Proposal (RFP) documents can be daunting, and agencies often think a handful of references will suffice. This blog post reveals why it’s crucial for transit agencies to request all of the vendors’ references, not just the standard three.

Why Three References Aren’t Enough

Most RFPs ask for just 3 customer references. The problem? Any vendor can cherry-pick satisfied clients. A truly great vendor, however, has nothing to hide. They’ll provide all their customer references, including those who may have chosen a different path.

Here’s why having a complete list is essential:

Unbiased Feedback

Talking to a wider range of customers gives you a more nuanced view of the vendor’s strengths and weaknesses. Negative experiences, even from past clients, can reveal potential red flags.

Diverse Implementations

No two transit agencies are the same. Seeing how the CAD/AVL system functions in various contexts helps you assess its adaptability to your specific needs.

Reduced Risk

By talking to more customers, you gain a deeper understanding of the vendor’s track record. This can help you avoid costly implementation pitfalls or compatibility issues.

RFP Reform: Unveiling the Full Picture

Here’s how you can revamp your CAD/AVL RFP to get the most out of the reference section:

Require a Complete List

Clearly state that all customer references, current and past, are mandatory.

Require Contact Details

Request phone numbers and email addresses for easy communication with references.

Offer Flexibility

Acknowledge that some clients are extremely busy and may be difficult to reach. Allow vendors to assist in scheduling a call with the reference if necessary.

Beyond the Paper Chase: Talking to References

A complete list is just the first step. Here are some tips for getting the most out of your reference calls:

Prepare Questions

Develop a list of questions that target your specific needs and concerns.

Go Beyond Satisfaction

Don’t settle for “yes” or “no” answers. Dig deeper to understand the implementation process, ongoing support, and overall value received.

Look for Trends

Identify common themes across references. These can provide valuable insights into the vendor’s strengths and weaknesses.

The Bottom Line: Empowering Your Decision

By requiring a complete list of customer references, you’re taking control of your CAD/AVL selection process. Talking to a wider range of customers empowers you to make a more informed decision, ultimately leading to a system that ensures long-term operational excellence and rider satisfaction. Digging deep upfront prevents unpleasant surprises after you’ve selected a vendor, making it a smart investment for your agency’s future.