2-revised FY26-RFP-001 Website Redesign Final Question and Aswers.pdf

PDF 27 MB Posted Aug 11, 2025

Attached to: WEBSITE REDESIGN
Solicitation number: FY26-RFP-001
Issued by: Polk County, Des Moines City, Iowa

About this file

Written by GovTribe AI · Aug 29, 2025

The document is a comprehensive brand identity and visual guidelines manual for the Des Moines Area Regional Transit Authority (DART), detailing the organization's strategic approach to messaging, logo usage, typography, color palette, and imagery. The guidelines provide a comprehensive framework for maintaining consistent visual communication across various platforms, emphasizing the agency's core messaging of "Making Moves to a Better Future" through a carefully crafted brand identity that includes specific instructions on logo variations, color usage, typography, and graphic design principles.

The manual offers granular details on the brand's visual elements, including precise color specifications (such as DART Purple with Pantone 6607 C), approved logo variations, typography guidelines using Grotzec and Futura fonts, and imagery recommendations that showcase people interacting with transportation systems. The document also outlines the brand's tone of voice, which is described as friendly, inclusive, caring, empowering, and informative, with guidance on adapting communication style based on different audience segments. Additional sections provide detailed instructions for designers, marketers, and communication professionals on maintaining brand consistency across print, digital, and physical media, ensuring a unified and recognizable DART brand experience.

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File	Type	Posted
1-FY26-RFP-001 WEBSITE REDESIGN.pdf	PDF	Aug 11, 2025
3-revised FY26-RFP-001 Website Redesign Final Question and Aswers.pdf	PDF	Aug 11, 2025

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Re sp on sib ili tie s

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0 15 1 14 2 13 3 23 4 33 5 46 6 63 7 65 8 74 9 74

10 73 11 80 12 85 13 82 14 75 15 75 16 65 17 66 18 53 19 45 20 37 21 25 22 18 23 11

Total 1210

July 2025 - Hourly Traffic

EXHIBIT B:

DART DATA PRIVACY AND SECURITY STANDARDS

FY##-RFP-00#

DATA PRIVACY AND SECURITY

Entering into an agreement to become a Provider (hereinafter referred to as “Provider”) for the Des Moines Area Regional Transit Authority (DART) involves the sharing of a significant amount of legally protected Personal Information such as Personally Identifiable Information (PII), Personal Health Information (PHI) and/or Personal Credit Information (PCI). The sharing of this information is necessary to enable the Provider to provide the services relevant to this Contract. The privacy of Personal Information is governed by a number of laws including the Gramm-Leach-Bliley Act (GLBA), the Health Insurance Portability and Accountability Act (HIPAA), the Health Information for Economic and Clinical Health Act (HITECH), the Fair Credit Reporting Act (FCRA), and the Children’s Online Privacy Protection Act (COPPA); as well as other federal and state laws, regulations, common law privacy principles, and industry standards and guidelines.

DART could face serious financial and/or reputational harm should there be an unauthorized use, security incident, or security breach. Therefore the Provider shall conform to the following standards of care and obligations with respect to the treatment of Personal Information.

“Authorized Employees” means the Provider’s employees who have a need to know or otherwise access Personal Information to enable the Provider to perform their obligations under this Contract.

“Authorized Persons” means (i) Provider’s Authorized employees; and (ii) Providers independent contractors, vendors, agents, outsourcers, and auditors (as specified in [Exhibit X] to this Contract) who have a need to know or otherwise access Personal Information to enable the Provider to perform their obligations under this Contract, and who are bound in writing by confidentiality obligations sufficient to protect Personal Information in accordance with the terms and conditions of this Contract.

“Highly Sensitive Personal Information” means (i) an individual’s government-issued identification number (including social security number, driver’s license number, or other state-issued identification number); (ii) financial account number, credit card number, debit card number, credit report information, with or without any required security code, access code, personal identification number, or password that would permit access to an individual’s financial account; or (iii) biometric or health data, (iv) birth date.

“Personal Information” means information provided to the Provider by or at the direction of DART or to which access was provided to the Provider at the Direction of DART, in the course of the Provider’s performance under this Contract that: (i) identifies or can be used to identify and individual (including without limitation names, signatures, addresses, telephone numbers, e-mail addresses, and other unique identifiers); or (ii) can be used to authenticate an individual (including with limitation employee identification numbers, government issued identification numbers, passwords or personal identification numbers, financial account numbers, credit report information, biometric or health data, answers to security questions, and other personal identifiers); (iii) without limitation, all Highly Sensitive Personal Information. DART employees’ business contact information is not by itself deemed to be Personal Information.

”Security Incident” means (i) any act or omission that compromises the security, confidentiality, or integrity of Personal Information, including any compromise of physical, technical, administrative, or organizational safeguards put in place by the Provider or Any Authorized Persons which relate to the security, confidentiality, or integrity of personal information; or (ii) receipt of a complaint in relation to the privacy practices of the Provider or any Authorized Persons; or a breach or alleged breach of this Contract relating to such privacy practices.

1. Standards of Care. The Provider agrees to abide by the following Standards of

Care concerning the treatment of Personal Information:

1) Provider acknowledges and agrees that, in the course of their engagement by DART, Provider may receive or have access to Personal Information. Provider shall comply with the terms and conditions set forth in this Contract in its collection, receipt, transmission, storage, disposal, use, disposal, and disclosure of such Personal Information under its control or in its possession by All Authorized Employees and Authorized Persons. Provider shall be responsible for, and remain liable to, DART for the actions and omissions of all Authorized Persons that are not Authorized Employees concerning the treatment of Personal Information as if they were the Provider’s own actions and omissions.

2) Personal Information is deemed to be the Confidential Information of DART and is not Confidential Information of the Service Provider. If the event of a conflict or inconsistency between this section and the confidentiality/compliance with laws sections of this Contract, the terms and conditions set forth in this Section shall govern.

3) In recognition of the foregoing, Provider agrees and covenants that it shall:

a) Keep and maintain all Personal Information in strict confidence, using such degree of care as is appropriate to avoid unauthorized access or disclosure;

b) Use and disclose Personal Information solely and exclusively for the purposes for which the Personal information, or access to it, is provided pursuant to the terms and conditions of this Contract, and not use, sell, rent, transfer, distribute, or otherwise disclose or make available Personal Information for the Service Provider’s own purposes or for the benefit of anyone other than DART, in each case without DART’s prior written consent; and

c) Not, directly nor indirectly disclose Personal Information to any person other than the Provider’s Authorized Employees/Authorized Persons including any unauthorized employees, independent contractors, subcontractors, agents, outsourcers, or auditors (an “Unauthorized Third Party”), without the express written consent from DART unless and to the extent required by Government Authorities or as otherwise to the extent expressly required by applicable law.

In such cases Provider shall (i) use best efforts to notify DART before such disclosure as soon thereafter as reasonably possible; (ii) be responsible and remain liable to DART for the actions and omissions of such Unauthorized Third Party concerning the treatment of such Personal Information as if they were the Provider’s own actions and omissions; and (iii) require the Unauthorized Third Party that has access to Personal Information to execute a written Contract agreeing to comply with the terms and conditions of this Contract relating to the treatment of Personal Information.

2. Information Security Standards. The Provider agrees to abide by the following

Information Security Standards concerning the treatment of Personal Information:

1) Provider represents and warrants that its collection, access, use, storage, disposal and disclosure of Personal Information does and will comply with all applicable federal, state, and foreign privacy and data protection laws, as well as all other applicable regulations and directives.

2) Without limiting the Provider’s obligations, Provider shall implement administrative, physical and technical safeguards to protect Personal Information that are no less rigorous than accepted industry practices including specifically the International Organization for Standardization’s standards: ISO/IEC 27001:2005 – Information Security Management Systems – Requirements and ISO-IEC 27002:2005 – Code of Practice for International Security Management, the Information Technology Library (ITIL) standards, the Control Objectives for Information and related Technology (COBIT) standards, or other applicable industry standards for information security; and shall ensure that all such safeguards, including the manner in which Personal Information is collected, accessed, used, stored, processed, disposed of and disclosed, comply with applicable data protection and privacy laws, as well as the terms and conditions of this Contract.

3) If, in the course of its engagement by DART, Provider has access to or will collect, access, use, store, process, dispose of or disclose credit, debit or other payment cardholder information, Service Provider shall at all times remain in compliance with the Payment Card Industry Data Security Standard (“PCI DSS”) requirements, including remaining aware at all times of changes to the PCI DSS and promptly implementing all procedures and practices as may be necessary to remain in compliance with the PCI DSS, in each case, at the Provider’s sole cost and expense.

4) At a minimum, Provider and its Authorized Persons’ safeguards for the protection of Personal Information shall include: (i) limiting access of Personal Information to Authorized Employees/Authorized Persons; (ii) securing business facilities, data centers, paper files, servers, back-up systems and computing equipment, including, but not limited to, all mobile devices and other equipment with information storage capability; (iii) implementing network, device application, database and platform security; (iv) securing information transmission, storage and disposal; (v) implementing authentication and access controls within media, applications, operating systems and equipment; (vi) encrypting Highly-Sensitive Personal Information stored on any mobile media; (vii) encrypting Highly-Sensitive Personal Information transmitted over public or wireless networks; (viii) strictly segregating Personal Information from information of Provider or its other customers so that Personal Information is not commingled with any other types of information; (ix) implementing appropriate personnel security and integrity procedures and practices, including, but not limited to, conducting background checks consistent with applicable law; and (x) providing appropriate privacy and information security training to Provider’s employees.

5) During the term of each Authorized Employee’s employment by the Provider, Provider shall at all times cause such Authorized Employees to abide strictly by Provider’s obligations under this Contract and Provider’s standard policies and procedures, a copy of which have been provided to DART. Provider further agrees that it shall maintain a disciplinary process to address any unauthorized access, use or disclosure of Personal Information by any of Provider’s officers, partners, principals, employees, agents or sub-contractors. Upon DART’s written request, Provider shall promptly identify for DART in writing all Authorized Employees as of the date of such request.

6) Upon DART’s written request, Provider shall provide DART with a network diagram that outlines Provider’s information technology network infrastructure and all equipment used in relation to fulfilling of its obligations under this Contract, including, without limitation: (i) connectivity to DART and all third parties who may access Provider’s network to the extent the network contains Personal Information;

(ii) all network connections including remote access services and wireless connectivity; (iii) all access control devices (for example, firewall, packet filters, intrusion detection and access-list routers); (iv) all back-up or redundant servers;

and (v) permitted access through each network connection.

7) Data Security Incident. The Provider agrees to abide by the following standards governing Data Security Incidents:

a. In the event a Data Security Event occurs, the Provider shall:

i. Provide DART with the name and contact information for an employee of Provider who shall serve as DART’s primary security contact and shall be available to assist DART twenty-four (24) hours per day, seven (7) days per week as a contact in resolving obligations associated with a Data Security Incident.

ii. Notify DART of a Data Security Incident as soon as practicable, but no later than twenty-four (24) hours after the Provider becomes aware of it.

iii. Notify DART of any Data Security incidents by telephone at the following number: (515) 283-5020/e-mailing DART with a read receipt at it@ridedart.com and with a copy by e-mail to Provider’s primary business contact within DART.

b. Immediately following Provider’s notification to DART of a Data Security Incident, the parties shall coordinate with each other to investigate the Data Security Incident. Provider agrees to fully cooperate with DART in DART’s handling of the matter, including, without limitation: (i) assisting with any investigation; (ii) providing DART with physical access to the facilities and operations affected; (iii) facilitating interviews with Provider’s employees and others involved in the matter; and (iv) making available all relevant records, logs, files, data reporting and other materials required to comply with applicable law, regulation, industry standards or as otherwise [reasonably] required by DART.

c. Provider shall take reasonable steps to immediately remedy any Data Security

Incident and prevent any further Data Security Incidents at Provider’s expense in accordance with applicable privacy rights, laws, regulations and standards.

Service Provider shall reimburse DART for actual costs incurred by DART in responding to, and mitigating damages caused by, any Data Security Incident, including all costs of notice and/or remediation

d. Provider agrees that it shall not inform any third party of any Security Breach without first obtaining DART’s prior written consent, other than to inform a complainant that the matter has been forwarded to DART’s legal counsel. Further, Provider agrees that DART shall have the sole right to determine: (i) whether notice of a Security Breach is to be provided to any individuals, regulators, law enforcement agencies, consumer reporting agencies or others as required by law or regulation, or otherwise in DART’s discretion; and (ii) the contents of such notice, whether any type of remediation may be offered to affected persons, and the nature and extent of any such remediation.

e. Provider agrees to fully cooperate at its own expense with DART in any litigation or other formal action deemed reasonably necessary by DART to protect its rights relating to the use, disclosure, protection and maintenance of Personal Information.

f. In the event of any Data Security Incident, the Provider shall promptly use its best efforts to prevent a recurrence of any such Security Breach.

8) Oversight of Security Compliance. Upon DART’s written request, to confirm Provider’s compliance with this Contract, as well as any applicable laws, regulations and industry standards, Provider grants DART or, upon DART’s election, a third party on DART’s behalf, permission to perform an assessment, audit, examination or review of all controls in Provider’s physical and/or technical environment in relation to all Personal Information being handled and/or services being provided to DART pursuant to this Contract. Provider shall fully cooperate with such assessment by providing access to knowledgeable personnel, physical premises, documentation, infrastructure and application software that processes, stores or transports Personal Information for DART pursuant to this Contract. In addition, upon DART’s written request, Provider shall provide DART with the results of any audit by or on behalf of Provider performed that assesses the effectiveness of Provider’s information security program as relevant to the security and confidentiality of Personal Information shared during the course of this Contract.

9) Return or Destruction of Personal Information. At any time during the term of this

Contract at the DART’s written request or upon the termination or expiration of this Contract for any reason, Provider shall, and shall instruct all Authorized Persons to, promptly return to DART all copies, whether in written, electronic or other form or media, of Personal Information in its possession or the possession of such Authorized Persons, or securely dispose of all such copies, and certify in writing to DART that such Personal Information has been returned to DART or disposed of securely.

Provider shall comply with all reasonable directions provided by DART with respect to the return or disposal of Personal Information.

10) Equitable Relief. Provider acknowledges that any breach of its covenants or obligations set forth in this Section or the Provider’s standard policies and procedures may cause DART irreparable harm for which monetary damages would not be adequate compensation and agrees that, in the event of such breach or threatened breach, DART is entitled to seek equitable relief, including a restraining order, injunctive relief, specific performance and any other relief that may be available from any court, in addition to any other remedy to which DART may be entitled at law or in equity. Such remedies shall not be deemed to be exclusive but shall be in addition to all other remedies available at law or in equity, subject to any express exclusions or limitations in this Contract to the contrary.

11) Material Breach. Provider’s failure to comply with any of the provisions of this

Section is a material breach of this Contract. In such event, Customer may terminate the Contract in accordance with the procedures outlined in Section 10 of this Contract.

12) Provider’s Liability Insurance. Cyber liability insurance which provides (i) data breach and privacy crisis management, (ii) multimedia and media liability coverage, (iii) extortion liability coverage, (iv) network security coverage, and (v) errors and omissions. Coverage shall be in the minimum amount of Five Million Dollars ($5,000,000) per occurrence.

…helping organizations make better decisions since 1982

2022 Des Moines Area Regional Transit Authority (DART)

Customer Service Satisfaction Survey:

FIXED ROUTE

DART Survey Report 22 o o o o g r ee m en t R a t in g m e a n ag re em en t

Opportunities for Improvement

2022 DART Onboard Customer Satisfaction Survey Importance-Agreement Assessment Matrix

-All Service- (points on the graph show deviations from the mean importance and agreement ratings given by respondents to the survey) mean importance

Importance Rating Higher Importance lower importance/higher agreement higher importance/higher agreement lower importance/lower agreement higher importance/lower agreement

Exceeded Expectations

Less Important

Continued Emphasis

Lower Importance

Source: ETC Institute (2022)

Service runs on time

Travel time on DART is reasonable

Drivers are safe drivers

You feel safe from crime onboard the vehicle

Waiting times for connecting routes/services are reasonable

Drivers are courteous Vehicles are clean inside

FaresFares reasonable

Passes are sold at convenient locations

You feel safe at DART Central Station

Drivers are knowledgeable It's easy to get information you need to ride the bus

You are notified of service disruptions/delays in a timely manner

Bus shelters are clean & well maintained

Charts and Graphs

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Correlation Analysis service runs on time on time service on time service

Definitely Increase Emphasis Increase Current Emphasis Maintain Current Emphasis

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C en tra l S ta tio n 8%

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Q1. Weekday or weekend:

Q1. Weekday or Weekend Number Percent Weekday 601 72.8 % Weekend 224 27.2 %

825 100.0 % Total

Q3. What is the ZIP code of your home address?

Q3. Zip code of your home address Number Percent 50315 100 16.0 % 50309 82 13.1 % 50314 80 12.8 % 50317 66 10.5 % 50310 54 8.6 % 50311 50 8.0 % 50316 36 5.8 % 50313 22 3.5 % 50312 18 2.9 % 50320 14 2.2 % 50321 11 1.8 % 50322 10 1.6 % 50266 7 1.1 % 50265 4 0.6 % 50319 4 0.6 % 50125 3 0.5 % 50304 3 0.5 % 50324 3 0.5 % 50326 2 0.3 % 50021 2 0.3 % 50307 2 0.3 % 50301 2 0.3 % 50325 2 0.3 % 50215 2 0.3 % 50817 2 0.3 % 50713 2 0.3 % 50023 2 0.3 % 50009 2 0.3 % 50328 1 0.2 % 50156 1 0.2 % 58314 1 0.2 % 50305 1 0.2 % 50153 1 0.2 % 50219 1 0.2 % 50318 1 0.2 % 50588 1 0.2 % 58612 1 0.2 % 50501 1 0.2 % 50351 1 0.2 % 50357 1 0.2 % 50619 1 0.2 % 50131 1 0.2 % 50211 1 0.2 % 50205 1 0.2 % 50323 1 0.2 % 50111 1 0.2 % 50039 1 0.2 %

Q3. What is the ZIP code of your home address?

Q3. Zip code of your home address Number Percent 50334 1 0.2 % 50815 1 0.2 % 50005 1 0.2 % 50390 1 0.2 % 51316 1 0.2 % 50260 1 0.2 % 51360 1 0.2 % 50263 1 0.2 % 50514 1 0.2 % 50136 1 0.2 % 50373 1 0.2 % 50510 1 0.2 % 50364 1 0.2 % 50372 1 0.2 % 50099 1 0.2 % 50765 1 0.2 % 50401 1 0.2 % 50327 1 0.2 % 50360 1 0.2 % 50377 1 0.2 % Total 626 100.0 %

Q4. What is the ZIP code of your work address?

Q4. Zip code of your work address Number Percent 50309 51 16.5 % 50315 40 12.9 % 50314 30 9.7 % 50310 26 8.4 % 50311 24 7.7 % 50317 21 6.8 % 50316 17 5.5 % 50312 13 4.2 % 50313 13 4.2 % 50266 11 3.5 % 50320 6 1.9 % 50322 6 1.9 % 50321 5 1.6 % 50265 5 1.6 % 50009 5 1.6 % 50319 4 1.3 % 50324 3 1.0 % 50392 2 0.6 % 50325 2 0.6 % 50365 2 0.6 % 50131 2 0.6 % 50305 1 0.3 % 50306 1 0.3 % 50515 1 0.3 % 50039 1 0.3 % 50219 1 0.3 % 50216 1 0.3 % 50323 1 0.3 % 50503 1 0.3 % 50125 1 0.3 % 51351 1 0.3 % 50401 1 0.3 % 50003 1 0.3 % 50021 1 0.3 % 50137 1 0.3 % 50301 1 0.3 % 50302 1 0.3 % 50626 1 0.3 % 50917 1 0.3 % 50001 1 0.3 % 50327 1 0.3 % 50158 1 0.3 % 50329 1 0.3 % Total 310 100.0 %

Q5. About how long have you been riding DART?

Q5. How long have you been riding DART Number Percent Less than 1 year 215 26.1 % 1-2 years 138 16.7 % 3-5 years 143 17.3 % 6-10 years 101 12.2 % 10+ years 213 25.8 % Not provided 15 1.8 % Total 825 100.0 %

(WITHOUT "NOT PROVIDED")

Q5. About how long have you been riding DART? (without "not provided")

Q5. How long have you been riding DART Number Percent Less than 1 year 215 26.5 % 1-2 years 138 17.0 % 3-5 years 143 17.7 % 6-10 years 101 12.5 % 10+ years 213 26.3 % Total 810 100.0 %

Q6. How often do you ride DART?

Q6. How often do you ride DART Number Percent 6-7 days/week 317 38.4 % 3-5 days/week 321 38.9 % 1-2 days/week 110 13.3 % 1-2 days/month 33 4.0 % Less than 1 day/month 17 2.1 % Not provided 27 3.3 % Total 825 100.0 %

(WITHOUT "NOT PROVIDED")

Q6. How often do you ride DART? (without "not provided")

Q6. How often do you ride DART Number Percent 6-7 days/week 317 39.7 % 3-5 days/week 321 40.2 % 1-2 days/week 110 13.8 % 1-2 days/month 33 4.1 % Less than 1 day/month 17 2.1 % Total 798 100.0 %

Q7. How do you usually pay to ride DART?

Q7. How do you usually pay to ride DART Number Percent Paper monthly pass 260 31.5 % Paper weekly pass 40 4.8 % Paper day pass 38 4.6 % Cash 193 23.4 % DART token 22 2.7 % MyDART app monthly pass 82 9.9 % MyDART app weekly pass 12 1.5 % MyDART app day pass 24 2.9 % MyDART app single ride pass 11 1.3 % Employee badge 65 7.9 % Not provided 78 9.5 % Total 825 100.0 %

(WITHOUT "NOT PROVIDED")

Q7. How do you usually pay to ride DART? (without "not provided")

Q7. How do you usually pay to ride DART Number Percent Paper monthly pass 260 34.8 % Paper weekly pass 40 5.4 % Paper day pass 38 5.1 % Cash 193 25.8 % DART token 22 2.9 % MyDART app monthly pass 82 11.0 % MyDART app weekly pass 12 1.6 % MyDART app day pass 24 3.2 % MyDART app single ride pass 11 1.5 % Employee badge 65 8.7 % Total 747 100.0 %

Q8. If DART was to no longer offer paper bus passes, what would your preferred payment method be?

Q8. What would be your preferred payment method Number Percent Reloadable smart card 152 18.4 % Debit card, credit card or apple wallet on the bus 154 18.7 % Mobile ticketing app 158 19.2 % Cash 305 37.0 % Not provided 56 6.8 % Total 825 100.0 %

(WITHOUT "NOT PROVIDED")

Q8. If DART was to no longer offer paper bus passes, what would your preferred payment method be?

(without "not provided")

Q8. What would be your preferred payment method Number Percent Reloadable smart card 152 19.8 % Debit card, credit card or apple wallet on the bus 154 20.0 % Mobile ticketing app 158 20.5 % Cash 305 39.7 % Total 769 100.0 %

Q9. Do you use any of our discounted fare programs?

Q9. Do you use any discounted fare programs Number Percent Ride to Thrive (half fare for people receiving housing/ food assistance or receiving workforce training) 109 13.2 % Refugee 6 0.7 % Student 128 15.5 % Veteran 37 4.5 % Adults 65+ 26 3.2 % Individual with a disability 69 8.4 % No, I do not use a discounted fare program 414 50.2 % Not provided 36 4.4 % Total 825 100.0 %

(WITHOUT "NOT PROVIDED")

Q9. Do you use any of our discounted fare programs? (without "not provided")

Q9. Do you use any discounted fare programs Number Percent Ride to Thrive (half fare for people receiving housing/ food assistance or receiving workforce training) 109 13.8 % Refugee 6 0.8 % Student 128 16.2 % Veteran 37 4.7 % Adults 65+ 26 3.3 % Individual with a disability 69 8.7 % No, I do not use a discounted fare program 414 52.5 % Total 789 100.0 %

Q10. The most important purpose of DART for you is to get to/from which of the following locations?

Q10. Which locations does DART get you to Number Percent Work 463 56.1 % School 87 10.5 % Shopping 123 14.9 % Job seeking 13 1.6 % Social/recreation 51 6.2 % Health/medical 27 3.3 % Other 42 5.1 % Not provided 19 2.3 % Total 825 100.0 %

(WITHOUT "NOT PROVIDED")

Q10. The most important purpose of DART for you is to get to/from which of the following locations?

(without "not provided")

Q10. Which locations does DART get you to Number Percent Work 463 57.4 % School 87 10.8 % Shopping 123 15.3 % Job seeking 13 1.6 % Social/recreation 51 6.3 % Health/medical 27 3.3 % Other 42 5.2 % Total 806 100.0 %

Q10-7. Other

Q10-7. Other Number Percent Home 5 20.0 % Travel 2 8.0 % Restaurant 2 8.0 % All 2 8.0 %

DONATE 1 4.0 %

Major appointment 1 4.0 %

SEE MY MOM 1 4.0 %

Picking up child from school 1 4.0 %

EVERYTHING 1 4.0 %

Everywhere 1 4.0 %

WORK 1 4.0 %

Business 1 4.0 % Random 1 4.0 % Main transportation 1 4.0 % Use Dart to teach people to ride the bus 1 4.0 % Shopping 1 4.0 % Don't know how to drive 1 4.0 % Around 1 4.0 % Total 25 100.0 %

Q11. If DART service is not available or can't get you where you need to go, how would you make your trip?

Q11. How would you make your trip if DART service is not available Number Percent Drive/use a car 110 13.3 % Ride with someone else 228 27.6 % Service provided by another agency 37 4.5 % Taxi, Uber or other private provider 170 20.6 % Bike/scooter 29 3.5 % Walk 129 15.6 % I would not make the trip 92 11.2 % Other 13 1.6 % Not provided 17 2.1 % Total 825 100.0 %

(WITHOUT "NOT PROVIDED")

Q11. If DART service is not available or can't get you where you need to go, how would you make your trip? (without "not provided")

Q11. How would you make your trip if DART service is not available Number Percent Drive/use a car 110 13.6 % Ride with someone else 228 28.2 % Service provided by another agency 37 4.6 % Taxi, Uber or other private provider 170 21.0 % Bike/scooter 29 3.6 % Walk 129 16.0 % I would not make the trip 92 11.4 % Other 13 1.6 % Total 808 100.0 %

Q11-8. Other

Q11-8. Other Number Percent 9 times out of 10 I can’t get another ride 1 25.0 % Ride bike 1 25.0 % I don't go 1 25.0 %

WITH FAMILY MEMBERS 1 25.0 %

Total 4 100.0 %

Q12. Will your trip today include a transfer?

Q12. Will your trip today include a transfer Number Percent Yes 234 28.4 % No 486 58.9 % Not provided 105 12.7 % Total 825 100.0 %

(WITHOUT "NOT PROVIDED")

Q12. Will your trip today include a transfer? (without "not provided")

Q12. Will your trip today include a transfer Number Percent Yes 234 32.5 % No 486 67.5 % Total 720 100.0 %

Q12-1. From what route number?

Q12-1. From route number Number Percent 16 28 15.1 % 7 24 12.9 % 17 19 10.2 % 6 17 9.1 % 3 16 8.6 % 14 11 5.9 % 4 11 5.9 % 15 10 5.4 % 1 10 5.4 % 60 9 4.8 % 5 7 3.8 % 8 5 2.7 % 52 4 2.2 % 6, 17 3 1.6 % 98 2 1.1 % 94 2 1.1 % 72 2 1.1 % 74 1 0.5 % 96 1 0.5 % 12 1 0.5 % 92 1 0.5 % 11 1 0.5 % 57 1 0.5 % Total 186 100.0 %

Q12-1. To what route number?

Q12-1. To route number Number Percent 6 17 9.9 % 7 17 9.9 % 3 16 9.3 % 60 16 9.3 % 16 15 8.7 % 52 13 7.6 % 1 11 6.4 % 17 11 6.4 % 15 9 5.2 % 14 8 4.7 % 5 5 2.9 % 4 5 2.9 % 8 3 1.7 % 72 3 1.7 % 11 2 1.2 % 50 2 1.2 % 13 2 1.2 % 10 2 1.2 %

GVU 1 0.6 %

60, 3 1 0.6 % 52, 72 1 0.6 % 14, 16 1 0.6 % 14, 52,3, 6 1 0.6 % 3, 60 1 0.6 % 98 1 0.6 % 96 1 0.6 % 17, 60 1 0.6 % 1,9 1 0.6 % 92 1 0.6 % 68 1 0.6 % 5, 4 1 0.6 % 65E5th 1 0.6 % 74 1 0.6 % Total 172 100.0 %

Q13. How likely are you to continue to ride one year from now?

Q13. How likely are you to continue to ride one year from now Number Percent Definitely will continue to ride 503 61.0 % Probably will continue to ride 223 27.0 % Probably will not continue to ride 55 6.7 % Definitely will not continue to ride 17 2.1 % Not provided 27 3.3 % Total 825 100.0 %

(WITHOUT "NOT PROVIDED")

Q13. How likely are you to continue to ride one year from now? (without "not provided")

Q13. How likely are you to continue to ride one year from now Number Percent Definitely will continue to ride 503 63.0 % Probably will continue to ride 223 27.9 % Probably will not continue to ride 55 6.9 % Definitely will not continue to ride 17 2.1 % Total 798 100.0 %

Q14. How likely are you to recommend DART to a family member or friend?

Q14. How likely are you to recommend DART to a family member or friend Number Percent Very likely 518 62.8 % Somewhat likely 174 21.1 % Neutral 97 11.8 % Not likely 11 1.3 % Very unlikely 19 2.3 % Not provided 6 0.7 % Total 825 100.0 %

(WITHOUT "NOT PROVIDED")

Q14. How likely are you to recommend DART to a family member or friend? (without "not provided")

Q14. How likely are you to recommend DART to a family member or friend Number Percent Very likely 518 63.2 % Somewhat likely 174 21.2 % Neutral 97 11.8 % Not likely 11 1.3 % Very unlikely 19 2.3 % Total 819 100.0 %

Q15. How satisfied are you with the overall quality of service that you get from DART?

Q15. How satisfied are you with overall quality of service that you get from DART Number Percent Very satisfied 413 50.1 % Satisfied 261 31.6 % Neutral 127 15.4 % Dissatisfied 13 1.6 % Very dissatisfied 6 0.7 % Not provided 5 0.6 % Total 825 100.0 %

Q15. How satisfied are you with the overall quality of service that you get from DART? (without "not provided")

Q15. How satisfied are you with overall quality of service that you get from DART Number Percent Very satisfied 413 50.4 % Satisfied 261 31.8 % Neutral 127 15.5 % Dissatisfied 13 1.6 % Very dissatisfied 6 0.7 % Total 820 100.0 %

Q16. Please rate your level of agreement with the following statements about DART's performance.

(N=825)

Strongly Strongly agree Agree Neutral Disagree disagree Don't know Q16-1. Service runs on time 39.3% 34.1% 17.5% 6.1% 1.0% 2.2%

Q16-2. Passes are sold at convenient locations 44.0% 25.3% 16.0% 3.8% 1.3% 9.6%

Q16-3. Travel time on DART is reasonable 44.4% 31.9% 14.8% 4.1% 0.7% 4.1%

Q16-4. Waiting times for connecting routes/services are reasonable 36.0% 31.8% 18.5% 5.6% 1.2% 6.9%

Q16-5. Drivers are courteous 49.5% 29.3% 13.5% 3.6% 0.6% 3.5%

Q16-6. Vehicles are clean inside 45.9% 30.8% 16.6% 3.3% 0.5% 2.9%

Q16-7. Drivers are knowledgeable 52.2% 28.6% 12.7% 2.2% 0.4% 3.9%

Q16-8. Drivers are safe drivers 53.7% 29.3% 10.8% 2.7% 0.5% 3.0%

Q16-9. Bus shelters are clean & well maintained 43.5% 28.2% 16.2% 5.2% 1.3% 5.5%

Q16-10. It's easy to get the information you need to ride the bus 51.5% 29.9% 11.3% 2.8% 0.5% 4.0%

Q16-11. I'm notified of service disruptions/delays in a timely manner 39.2% 24.4% 17.8% 8.7% 2.3% 7.6%

Q16-12. Fares are reasonable 46.2% 29.6% 13.9% 2.9% 1.5% 5.9%

Q16-13. You feel safe onboard the vehicle 52.7% 30.5% 10.3% 2.4% 0.2% 3.8%

Q16-14. You feel safe at DART Central Station 49.0% 27.8% 13.2% 4.0% 1.0% 5.1%

Q16. Please rate your level of agreement with the following statements about DART's performance.

(without "don't know")

(N=825)

Strongly Strongly agree Agree Neutral Disagree disagree Q16-1. Service runs on time 40.1% 34.8% 17.8% 6.2% 1.0%

Q16-2. Passes are sold at convenient locations 48.7% 28.0% 17.7% 4.2% 1.5%

Q16-3. Travel time on DART is reasonable 46.3% 33.2% 15.4% 4.3% 0.8%

Q16-4. Waiting times for connecting routes/services are reasonable 38.7% 34.1% 19.9% 6.0% 1.3%

Q16-5. Drivers are courteous 51.3% 30.4% 13.9% 3.8% 0.6%

Q16-6. Vehicles are…

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File details come from the government source that posted it. Updated Aug 29, 2025.