title
Mobile Application Contract Extension, Moovit
end
|
DESCRIPTION: Authorization the extension of contract for mobile application software-as-a-service provider, Moovit |
AGENDA NO: Click or tap here to enter text. |
|
ACTION REQUEST: ☒ Approval ☐ Review Comment ☐ Information Only ☐ Other |
RECOMMENDATION:
recommendation
Authorize the Chief Executive Officer to extend the contract for the RTA’s mobile application software-as-a-service provider, Moovit. The total cost to maintain the mobile application, “Le Pass”, is not to exceed $630,000 over 24 months.
end
ISSUE/BACKGROUND:
body
RTA has contracted with Moovit as the vendor powering the “Le Pass” app since its successful launch in July 30, 2022. After the initial one-year term, the subscription was extended through July 30, 2025 via RTA Board approved resolution 23-054. The app is the main mobile interface for RTA fixed-route services for route-planning, real-time arrival information, service alerts, and links to other related rider services. At launch the app seamlessly integrated with a separate mobile ticketing vendor, Token Transit, to offer all fixed-route fare payment products. The app includes real-time information and mobile ticketing for JP Transit allowing for riders to have a truly regional mobility app to plan, pay and navigate.
RTA’s riders have come to depend on mobile applications for both ticketing and real-time information. In the first 6 months of 2025 there are approximately 4,700 to 6,800 active daily users in Le Pass. Approximately 43% of RTA’s annual fare revenue is derived through the mobile application ($3.9M in 2024) which has grown significantly from 25% at launch.
Using the industry standard measure of customer satisfaction, Net Promoter Score (NPS), surveys show increasingly positive ratings. The NPS is considered much more representative than other customer feedback forums due to its simple, random survey of users. While user Customer Service portals/avenues inform the agency on rising issues and/or occasional positive feedback, randomized, population surveys are better generalized to the overall user experience.
Le Pass’s average NPS in 2023 was 54 (where 51-100 is considered very good) with an average rating of 8.0 out of 10 and in 2025 the app is averaging a NPS score of 67 with an average rating of 8.7. These results suggest RTA mobile application improvements and added features increased overall customer satisfaction. As specific complaints and issues are identified, staff work with the vendor to implement additional improvements. Most of the customer issues reported by Rideline are related to issues with mobile tickets such as accidental purchases.
During the initial three years of the agreement, staff worked with the vendors, Moovit and Token Transit, to identify and implement the following improvements:
|
Feature |
Outcome |
|
Integrate JP Transit Ticketing |
Purchase of JP Transit tickets using Token Transit displaying tickets in Le Pass. Regional Ride passes are available for purchase through either agency. |
|
Pass Distribution Program |
Bulk ticket purchase for use by institutions for distribution for termed use, i.e. students per semester, team per event, employees per month, etc. |
|
Integrate Elerts |
Adds see-say reporting of safety/security issues directly within app |
|
Opportunity Pass Program |
Zero-fare pilot program for eligible Orleans Parish residents aged 16 to 24. |
|
Integrate Disruption Manger: Add/Cancel Trips |
App shows any trips added or cancelled through RTA’s CAD/AVL system, Clever. Testing is complete and procedures are being integrated by Operations Dept. |
end
DISCUSSION:
RTA seeks to extend the agreement for a term of 20 months with potential additional 4 months for a total term of five years under the current agreement. This will allow staff sufficient time to develop and solicit (via a competitive Requests for Proposals) and implement the solution of selected vendor should a new vendor be selected. As discussed in the previous section, a significant amount of effort has been put into standing up, enhancing, and promoting Le Pass, and changing vendors is a major undertaking.
Upcoming Improvements:
A number of additional improvements are already well underway and several other new features, including optional ones based other RTA initiatives, and are included in a contract extension for Moovit:
|
Feature |
Benefit |
Status |
Added fees |
|
Cash App payment |
Allows un(der) banked users a means of payment in the app |
20-month pilot proposed through Token (fare payment vendor) for July 2025 |
$0 |
|
Integrate Disruption Manager: Detours |
Allows for much more improved, real-time details to riders by showing route detours on map and closed stops |
Integration development underway. Expect Q4 2025 roll out |
$0 |
|
Feature improvements |
Increase functionality and enhance user experience |
Continuous improvements suggested and monitored by Mobile App Committee |
$0 |
|
Paratransit and Microtransit integration |
Integrate ride booking and payment for on-demand services (paratransit and potentially microtransit) in Le Pass |
Available pending RTA selection of new paratransit technology vendor and installation timeline. Estimated mid-2026 |
OPTIONAL: $100,000.00 allowance |
|
Mobile Ticketing Vendor |
Transfer deep link integration for mobile ticketing to a potentially new vendor for seamless experience |
RTA is anticipating selecting a new modern fare payment vendor including mobile ticketing in late 2026 |
OPTIONAL $10,000 allowance if RTA selects a different provider than current one (Token Transit) |
Given the level of investment already put into delivery, improvements, and marketing, staff seeks to extend the Moovit contract for a 20-month term with options to extend up to 24 months at the existing rate of $21,667 per month. The extension includes continuous improvements and upgrades listed above and the staff will continue to do rider outreach and education to improve app experience. The extension also provides a maximum allowance cost for implementing additional features described above and listed below:
20-month Subscription $416,667.00
(August 1, 2025 - March 30, 2027)
Elerts Integration Maintenance $16,667.00
$433,334.00
OPTIONS:
4-month Subscription Extension $86,666.00
(April 1, 2027 - July 31, 2027)
Mobile Ticketing Provider change $10,000.00
Deep Integration with On Demand Provider $100,000.00
NOT-TO-EXCEED TOTAL $630,000.00
FINANCIAL IMPACT:
The total cost to maintain the mobile application Software-As-A-Service Provider, Moovit Inc., for a maximum of 24-month subscription with all additional optional features is for a total amount not-to-exceed $630,000 with $520,000 for subscription from the approved operating budget from account 01-2900-02-8580-163-00000-00000 and optional allowance for feature improvements cost not-to-exceed $110,000 from the approved capital budget local funds from account 01-0000-00-1501-000-00000-00000.
NEXT STEPS:
Upon RTA Board Approval, staff will extend mobile application agreements for up to 24 months and award purchase order for Moovit not to exceed $630,000.00.
ATTACHMENTS:
1. Resolution
2. Requisition Approval 2025
3. Moovit - New Orleans RTA Proposal Excerpt
4. 2022 Board Resolution Approved
5. 2023 Board Resolution Approved
Prepared By: Doris O’Sullivan, dosullivan@rtaforward.org
Title: Senior Project Manager of Information Technology
Reviewed By: Dwight Norton, dnorton@rtaforward.org
Title: Chief Planning & Capital Projects Officer
Reviewed By: Gizelle Johnson-Banks
Title: Chief Financial Officer
7/22/2025
Lona Edwards Hankins Date
Chief Executive Officer