Appendix Q1 Operations.pdf

Appendix Q – Operations Functionalities and Vendor Experience and Approaches

SECTION FUNCTIONALITY HOW WILL THE

FUNCTIONALITY

BE ACHIEVED?

1 Vetting, Training, and Periodic Credentialing

1.01 Multistate vetting of driver candidate records (driving, criminal, and sex offender)

1.02 Customer Service Orientation

1.03 Safe Driving Techniques

1.04 Selection of safe stopping locations for passenger boarding and alighting including for wheelchair users

1.05

Compliance with Federal Transit Administration Drug &

Alcohol Program - https://www.transit.dot.gov/drug-alcohol-program

1.06 Disability Sensitivity

1.07 Passenger Assistance and Securement

1.08 Back Injury Prevention

1.09 Orientation to and use of the technology platform

1.10 Customer Service Techniques to maintain a professional

distance, mutual respect, and resolve or manage disputes

1.11 HIPAA and Privacy Protection (riders and staff)

1.12 Crash and Incident Management

1.13 Dispatch and Supervisory Training

1.14 Employee Handbook table of contents

2 Revenue Management in a Cashless Operation

2.01 Create and maintain individual account accommodating

credit and debit card revenues, employer and agency subsidies, and personal checks and money orders

2.03 Bill and collect for NEMT and employment rides provided

https://www.transit.dot.gov/drug-alcohol-program https://www.transit.dot.gov/drug-alcohol-program

2.03 Cybersecurity precautions in compliance with Treasury

Financial Manual (TFM), Part 5, Chapter 7000, Credit and

Debit Card Collection Transactions.

2.04

If the Contractor chooses to provide delivery services for prescriptions and other small packages, please describe how that service will be promoted, and accommodated without excessive ride time for passengers, denial of rides, and how associated revenues will be appropriated considering the impact on vehicle mileage, fuel and program branding. For example, delivery of prescriptions could be a midday one-way ride that may avoid provision of a passenger round trip to pick up that prescription.

3 Ongoing Safety, Customer Service, and Morale

3.01

What procedures will the Contractor deploy to enforce and report adherence to USDOT Federal Transit Administration

Drug and Alcohol testing requirements (Appendix K)?

3.02

This service will transport to grocery stores. Given the vehicle descriptions in Appendix O, how would the vendor propose to limit the number of grocery bags that can be accommodated?

3.03

What procedures will be deployed by the Contractor to receive, respond to, and report Comments received by riders, stakeholders and the public?

3.04 What techniques are deployed to maintain staff attention and focus, particularly those with over a year’s experience?

3.05

What techniques are deployed to assign work and retain staff?

3.06 Progressive Discipline Policies

3.07

Maximum ride time shall be one hour. What procedures shall be deployed to minimize the number of rides with excessive ride time and report on those rides?

3.08

The Americans with Disabilities Act prohibits a pattern of trip denials within the transit service area and service span. If an incipient pattern of denials is identified, what solutions would be suggested?

4.0 Marketing and Promotion

Commented [DF1]: Is this an option or a requirement?

The application to WisDOT didn’t identity delivery services.

Commented [SY2R1]: Option

4.1 What techniques will be deployed for on-going engagement

with stakeholders and riders?

4.2 How will the Vendor promote this service to potential riders and organizations that may subsidize rides?

4.3

How will the Vendor develop or adopt a service name, associated graphics, and branding identification for the service?

4.4

Would delivery of small packages be accommodated, such as prescriptions? If so, how would that option be promoted, and to whom?

5.0 Maintenance

5.1

What procedures will be used to ensure and report on the timely adherence to the vehicle manufacturer preventive maintenance schedules?

5.2 What pre-trip and pull-in inspection procedures will be

deployed and how will adherence be monitored?

5.3

Does the vendor recommend repowering any of the vehicles leased from the County or the City with new transmissions, engines, and water pumps to extend vehicle life? If so, please describe how this will be done.

5.4

In response to the form at the bottom of Appendix L, please provide narrative discussing the 11 items below.

1. Maintenance Oversight

2. Maintenance Procedures for Vehicles

3. Maintenance Procedures for Accessibility Equipment

4. System to Identify and Recode Maintenance and

Repair Activities

5. Authorizing and Controlling Maintenance Activities and Costs

6. Quality Control for Assets Maintained by a Service

Contractor

7. Warranty Recovery

8. Asset Inventory of State and/or Federally Funded

Assets

9. Insurance Standards

10. An Example of a Maintenance Record

11. Maintenance Schedules and Forms Used