C250231_RFP_Exhibit_A_Scope_of_Work_Attachment_A.pdf

RFP 250231

EXHIBIT A

ATTACHMENT A

OC ACCESS Paratransit and OC Flex Microtransit Services

SCOPE OF WORK

Table of Contents

OVERVIEW

SECTION 1: CONTRACT TERMS

SECTION 2: OC ACCESS SERVICE DESCRIPTION

SECTION 3: CONTRACTOR STAFF REQUIREMENTS

SECTION 4: TRAINING AND SAFETY PROGRAMS

SECTION 5: SUBCONTRACTOR VEHICLE OPERATIONS

SECTION 6: EMERGENCY PREPAREDNESS

SECTION 7: MONTHLY DATA COLLECTION AND REPORTING

SECTION 8: VEHICLE MAINTENANCE

SECTION 9: FACILITY

SECTION 10: INFORMATION TECHNOLOGY (IT)

SECTION 11: PERFORMANCE STANDARDS

SECTION 12: INVOICES AND BILLING

SECTION 13: FEDERAL, STATE AND LOCAL REGULATIONS

SECTION 14: TRANSITION TO SUBSEQUENT CONTRACTOR

SECTION 15: OC FLEX MICROTRANSIT SERVICE

SECTION 16: TERMS AND DEFINITIONS

OVERVIEW

OC ACCESS SERVICE

The Americans with Disabilities Act of 1990 (ADA) requires agencies that operate fixed-route operations to provide complementary paratransit service for individuals who are unable to use the fixed-route service or rail service. This complementary paratransit service ensures that eligible individuals have transportation available to them on the same basis as individuals using the fixed-route service or rail service. Paratransit services are designed to complement these services in terms of the service area and time of service, not as a stand-alone system, and to service strictly defined categories of individuals with disabilities.

The ADA requires each public entity to establish a certification process for determining ADA paratransit eligibility. The eligibility criteria are designed to limit service to those individuals whose disabilities prevent them from using the fixed-route service or rail service for some or all of their trips.

The Orange County Transportation Authority (AUTHORITY) responded to this civil rights legislation with the implementation of the OC ACCESS paratransit service (OC ACCESS) in 1993. AUTHORITY operates OC ACCESS in partnership with a private firm (CONTRACTOR). This Scope of Work (SOW) sets forth the requirements for the management, operations, and maintenance of this service by CONTRACTOR.

OC ACCESS is contracted in a manner that promotes the efficient use of resources and reduces the overall program cost.

OC FLEX SERVICE

As part of the OC Bus 360 Program, AUTHORITY implemented a number of initiatives to meet the changing mobility demands within AUTHORITY’S service area. One of these initiatives was a micro-transit pilot program to evaluate the effectiveness of an on-demand service enabled by the technology used by ride hailing companies (e.g., Uber, Lyft). The technology provided customers with an app for their smart phone, allowed them to place reservations, pay their fare, and monitor their ride. The technology solution also provided a web interface for dispatching, and data collection. In addition, riders can call the contractor directly and book a trip, and they can pay their fare on-board. Passengers receive a discount for using the mobile app to pay their fare. The objectives of the micro-transit pilot program were to:

1. Provide public transit mobility in lower-demand areas

2. Reduce total operating and capital costs

3. Reduce vehicle miles travelled (VMT)

4. Extend the reach of the OCBus and Metrolink services

5. Meet customer needs

AUTHORITY has been operating the pilot since October 2018, which will conclude in December 2021. AUTHORITY intends to integrate this type of microtransit service into its family of services going forward, but the service plan is still under development.

For purposes of this solicitation, AUTHORITY desires to have the provider of OC ACCESS manage, operate and maintain the OC Flex program for a period of up to four years to ensure continuity of the program while the planning process continues. During the four year initial term of the agreement, an expansion or termination of the program is possible.

If an expansion is necessary, it could include modifications to the existing service area, or the addition of new service area(s) that are similar in size to the existing service area. AUTHORITY shall provide CONTRACTOR with a minimum one (1) month notice for expansion and will provide additional Primary Vehicles, if needed, and work with the CONTRACTOR to develop an appropriate implementation plan. Therefore, we are seeking proposals to provide this service reimbursed on a revenue vehicle hour basis separate from the OC ACCESS services.

If a termination is determined, the primary vehicles used for the delivery of OC Flex service shall be transferred for us in the delivery of OC ACCESS service. AUTHORITY shall provide CONTRACTOR with a minimum one (1) month notice of termination.

AUTHORITY ROLES AND RESPONSIBILITIES

CONTRACTOR performance and oversight shall be managed by AUTHORITY’s Paratransit Services Department, which is part of AUTHORITY’s Operations Division.

The roles and responsibilities of AUTHORITY specific to the operation of OC ACCESS and OC Flex described in this SOW are outlined as follows:

• Establish service policies for OC ACCESS operations and maintenance, ensuring compliance with ADA regulations.

• Perform monthly drug and alcohol review of all contractor records to ensure compliance with all required standards.

• Provide OC ACCESS eligibility determination services.

• Provide Trapeze paratransit scheduling and dispatch software, upgrades, licensing, hardware and communications systems as detailed herein to provide OC ACCESS service.

• Provide dedicated revenue service vehicle fleet, including all required auxiliary equipment, for use on AUTHORITY’s OC ACCESS service and up to three (3) vehicles for training purposes. AUTHORITY will also provide seven (7) accessible revenue vehicles to be dedicated to the OC Flex service.

• Provide an operations and maintenance facility, including janitorial and facility maintenance services.

• Establish fare policies and fare structures.

• Perform overall branding and marketing of the services.

• Administer and monitor the Agreement, including performance monitoring, contract compliance reviews, and accident/incident investigation.

• Receive invoices, verify monthly reports, and process payments to

CONTRACTOR.

• Submit required National Transit Database (NTD) report with input from

CONTRACTOR.

• Monitor all customer comments received related to the service, review

CONTRACTOR input and coordinate written responses as required.

• Attend monthly meetings, or more often as needed, with CONTRACTOR Project

Management Team.

• Make a presentation to AUTHORITY’s Board of Directors and Board Committees relative to the status of the project as needed.

• Establish service level for the OC Flex program.

CONTRACTOR ROLES AND RESPONSIBILITIES:

This service design calls for one (1) primary contractor to be accountable and accept responsibility for all aspects of the OC ACCESS and OC Flex services, including management, maintenance, and operations either directly or through subcontract(s)/independent contractor(s). CONTRACTOR shall understand that from time to time, AUTHORITY may amend and change its policies and procedures associated with OC ACCESS and OC Flex and agrees that unless such change in its policies and procedures results in a material change in the contract, no financial relief shall be provided.

The roles and responsibilities of CONTRACTOR specific to the operation of the OC ACCESS and OC Flex services described in this SOW are outlined as follows:

• Provide OC ACCESS and OC Flex service as described in this SOW in compliance with AUTHORITY operating policies and all applicable local, county, state, and federal laws and regulations.

• Recruit, hire and train all personnel to proficiency as appropriate to their duties, including management.

• Provide on-going management and supervision.

• Provide, either directly or through subcontract arrangement(s), for the operation of services as described herein.

• Collect fares and fare media, handle, account for, and report all fare revenues received during operation of the OC ACCESS and OC Flex services.

• Investigate all rider comments received within prescribed timeframes.

• Prepare and submit all operating reports on time and in the prescribed formats.

• Adhere to AUTHORITY’s Lost and Found policies and procedures

(ATTACHMENT 1).

• Provide an adequate number of non-revenue vehicles to perform operator shift changes and/or reliefs for OC ACCESS services.

• Provide spare vehicles to be used for the OC Flex service when needed to facilitate maintenance or address capacity issues during peak periods. Spare vehicles are not required to be dedicated to the OC Flex service, but should be available at all times that the OC Flex is in operation to ensure 15 to 20-minute response times.

When spare vehicles are used for OC Flex trips, they will display an OC Flex window placard, visible to passengers. These vehicles will be inspected, approved, and accepted by AUTHORITY prior to use for the OC Flex service.

• Provide required office equipment and any other equipment deemed necessary to operate the service.

• Attend meetings with AUTHORITY staff as required.

• Conduct monthly contractor meetings, or more often as needed, with AUTHORITY that addresses the current status of the operation, challenges faced by all contractors and what steps will be implemented to overcome those challenges.

Management representatives for subcontractor(s) providing service on behalf of CONTRACTOR are required to be in attendance.

• Attend AUTHORITY Board of Directors and Board Committee meetings relative to project status as needed.

• Provide and use a cloud-based software system to use for scheduling, dispatch, fare collection, and data collection purposes for the OC FLEX program

SECTION 1: CONTRACT TERMS

CONTRACTOR shall be compensated based on the number of passenger trips provided for OC ACCESS service as reflected on the Price Summary Sheet (EXHIBIT B, Schedule 1).

Separately, CONTRACTOR shall be compensated based on the number of revenue vehicle hours for the OC Flex service, as reflected on the Price Summary Sheet (EXHIBIT B, Schedule 2). The number of revenue vehicle hours provided under this Agreement is an estimate and may be subject to change. AUTHORITY may direct the operation of OC Flex service up to twenty percent (20%) above or below the estimated annual totals indicated in the Price Summary Sheet (EXHIBIT B) without renegotiation of the variable revenue vehicle hours rate.

SECTION 2: OC ACCESS SERVICE DESCRIPTION

2.1 Description of OC ACCESS Service

OC ACCESS service is an advanced reservation, shared-ride curb-to-curb service, for travel within areas comparable to fixed-route service in Orange County, and for persons who have been certified as eligible for the service. OC ACCESS service is available within three-quarters (¾) of a mile of any fixed-route service and during the same hours and days of service.

OC ACCESS service is provided as origin to destination without transfers. The OC ACCESS service area extends for more than 461 square miles and extends into portions of Los Angeles County. OC ACCESS provides more than 4,500 trips per day on an average weekday, more than 1,000 trips per day on an average Saturday, more than 1,000 trips per day on an average Sunday, and has more than 32,600 eligible riders. The average trip length during FY 2018/2019 was 10.3 miles.

Funding for the OC ACCESS service includes the Local Transportation Fund sales tax, Orange County Measure M2 sales tax, State Transit Assistance funding, Federal Transit Administration (FTA) Section 5307 Urbanized Area Funding, Section 5310 Enhanced Mobility for Seniors and Disabled (EMSD) and Section 5316 Job Access Reverse Commute (JARC) grants, passenger fares, and other associated sources.

CONTRACTOR shall strive, at all times, to provide service in a manner that shall maximize productivity and quality of service. General OC ACCESS service guidelines and policies are outlined and described in the OC ACCESS Rider’s Guide (ATTACHMENT 2). All OC ACCESS service must comply with ADA and FTA guidelines, including the negotiation of trip times, the trip pick-up window as established by AUTHORITY (the pick-up window is a thirty (30) minute window, beginning with the scheduled time until thirty (30) minutes later), the trip arrival window as established by AUTHORITY (the arrival window is a thirty (30) minute window, beginning thirty (30) minutes before the scheduled arrival time), comparable travel time, among others.

AUTHORITY will work with CONTRACTOR to develop service delivery plans and methods that ensure compliance with the ADA, FTA and AUTHORITY guidelines and regulations.

2.2 Reservations, Scheduling, and Dispatch

CONTRACTOR shall implement and administer reservations, scheduling and dispatch procedures that shall comply with ADA complementary paratransit requirements, as may be amended and modified by the FTA and by AUTHORITY through its OC ACCESS Rider’s Guide and other OCTA documents and publications.

AUTHORITY will provide CONTRACTOR with Trapeze software and operating licenses for use in the reservations, scheduling, and dispatch of OC ACCESS services.

CONTRACTOR shall provide the technical expertise and support staff necessary to:

• Train staff to proficiency as appropriate to their duties in the use of Trapeze.

• Implement Trapeze upgrades and train staff in the use of all upgrades.

• Provide customized performance reports and operating data.

• Ensure that OC ACCESS scheduling staff are knowledgeable of and apply the tools and techniques in Trapeze designed to optimize vehicle schedules.

• Assess the use of Trapeze and the performance on OC ACCESS services annually and provide AUTHORITY with a written report identifying improvements.

2.2.1 Reservations

OC ACCESS uses a next-day scheduling policy that allows reservations to take place up to three (3) days in advance. Reservations shall be staffed and operational Monday through Friday from 7:00 AM to 5:00 PM and on Saturdays, Sundays and OCTA recognized Holidays from 8:00 AM to 5:00 PM. Staff shall also be on-duty to handle cancellation and ride check calls during all hours of OC ACCESS operation. A call center script, reviewed and approved by AUTHORITY, shall be implemented to ensure consistent service is provided. Proposed changes to the call center script shall be subject to review and approval by AUTHORITY before the implementation of changes.

CONTRACTOR is responsible for verifying the rider’s date of eligibility and the pick-up and drop-off addresses of the requested trip before scheduling a reservation. This determination shall be made using the provided reservation software. CONTRACTOR has no responsibility for the general determination of eligibility. Personal care assistants (PCAs) and service animals ride free of charge. At least one (1) companion may ride with the eligible rider and shall pay the same fare as the rider.

When placing a trip request, callers shall be asked for the OC ACCESS identification number and the name of the person associated with the account, the date they want to travel, pick-up address, details about the pick-up address, destination address, the time they would like to be picked up or the time they want to arrive at their destination, whether they will be using a mobility aid while traveling, traveling with a service animal, and if they will be traveling with a PCA and/or companion(s).

Upon scheduling a trip reservation, callers shall be quoted the 30-minute pick-up window and advised that a vehicle may arrive at any time within the 30 minutes quoted. For trips scheduled as arrival, callers must also be provided with the 30-minute arrival window.

Once quoted, the 30-minute pick-up window may not be changed by CONTRACTOR without direct approval by the rider or a representative of the rider.

2.2.1.1 Trip Negotiation Policy

In accordance with the ADA, CONTRACTOR shall negotiate the pickup time for a requested trip up to one (1) hour before or one (1) hour after the requested pick-up time unless the caller indicates they want to schedule their trip for an arrival time or have a pickup time constraint. A true negotiation considers the rider’s practical travel needs and time constraints. In addition, the travel time shall not exceed the comparable travel time for a similar trip on a fixed-route or rail service. In the event of a time constraint, the following policies shall apply:

No later-than Pick-up: If a rider must leave a location no later than a specified time (i.e. a facility that closes at 6 PM), CONTRACTOR shall offer at least one (1) pick-up window that will ensure that the rider is picked up between the time requested and sixty (60) minutes earlier than the time requested.

No earlier-than Pick-Up: If a rider has requested not to leave the pick-up location before a specified time (i.e. ends work at 6 PM), CONTRACTOR shall offer at least one (1) pickup window that will ensure the rider is picked up between the time requested and 60 minutes after the time requested.

No later-than Delivery: If an arrival time has been specified, CONTRACTOR shall offer at least one (1) pick-up window that shall ensure that the rider arrives no earlier than thirty

(30) minutes before the requested arrival time and zero (0) minutes after the requested arrival time.

2.2.1.2 Subscription Trips

As allowed by the ADA, subscription service shall be available on OC ACCESS for riders who travel consistently on a specific day(s) of the week, at the same time, and with the same pickup and drop off address. The purpose of the subscription service is to enable CONTRACTOR to create efficient routes for riders who have similar travel patterns.

Riders requesting subscription service shall have a consistent travel history without excessive cancellations and/or no-shows. Riders with subscription service who cancel for periods of one (1) month or more may lose their subscription service. Once a subscription trip is lost, any future request for subscription service shall be treated as a new request.

Due to its high demand and limited availability, riders with a pattern or practice of no-shows, trip cancellations and/or late trip cancellations may lose their subscription service.

Requests for subscription service shall be made through the normal OC ACCESS reservations process. Requests for subscription service are not expected to be automatically approved. Once received, each subscription request shall be assessed to determine if it can be efficiently accommodated. Accommodation shall consider the following:

• existing subscription trips

• available trip capacity at the requested time and for the requested day(s) of the week

• ADA requirement that capacity is available for next day trips (non-subscription trips) with no trip denials

Riders who need to change the parameters of their subscription service (i.e. change the trip’s origin, destination or time on a particular day) shall be required to cancel that particular subscription trip and submit a new request. Riders who need to change their subscription trip’s origin, destination or time of service for a particular day shall be required to cancel the subscription trip for that day and schedule a next-day reservation.

2.2.1.3 Certification Trips

AUTHORITY’s Eligibility Determination Service contractor shall provide CONTRACTOR with a schedule of appointments by 3 PM, two (2) days before the appointment date, at a minimum. CONTRACTOR is expected to schedule the trips for service. Certification return rides shall be scheduled ninety (90) minutes after the scheduled certification appointment time. Certification trips may be serviced with non-certification trips.

2.2.2 Scheduling

Within the requirements established by the ADA and AUTHORITY, CONTRACTOR and its subcontractor(s) shall organize and perform trips in a manner that maximizes service efficiency by grouping trips together. Service efficiency shall include:

• Providing comparable service;

• Organizing trips in a manner to achieve performance standards;

• Minimizing unnecessary rider travel time.

• Excessive zigzagging

• Unnecessary travel to minimize dead-head miles

CONTRACTOR shall, at a minimum, schedule trip times that follow guidelines set forth by the ADA and AUTHORITY. All service requests shall be met to ensure compliance with the ADA and FTA guidelines.

2.2.3 Dispatching

All OC ACCESS vehicles provided by AUTHORITY are equipped with Mobile Data Terminals (MDTs) and voice radio equipment. It is the goal of AUTHORITY that the MDTs be the primary means of transmitting assigned trip data and the primary source of trip performance data.

Paper manifests have been used to show vehicle operators the initial trips to a route of any assigned vehicle and as a precautionary measure to emergency dispatch situations.

CONTRACTOR is encouraged to present alternatives to paper manifests that take into account emergency dispatch situations including, but not limited to, malfunctioning or inoperable MDTs.

Voice radio communications equipment installed in the OC ACCESS vehicles is to be used for all communications between vehicle operators and dispatch. Personal or CONTRACTOR-provided cell phones are not permitted to be used for OC ACCESS-related communications.

OC ACCESS operates with a thirty (30) minute pick-up window. The pick-up window shall begin with the scheduled time stated to the rider when their reservation is made.

CONTRACTOR shall arrive at a scheduled pick-up location no earlier than ten (10) minutes before the scheduled time for the trip. Vehicle arrival at scheduled pick-up location more than ten (10) minutes early is not permitted. CONTRACTOR shall wait a full five (5) minutes for the rider to make themselves available to begin boarding. This five (5) minute “dwell time” period cannot start before the rider’s scheduled trip time.

During the dwell time, CONTRACTOR shall attempt to reach the rider by calling the phone number that was provided during the reservation. Vehicle Operators are prohibited from making the call to riders. If the rider does not make themselves available and the dwell time has expired, CONTRACTOR shall proceed with initiating the no-show process for the trip.

OC ACCESS also operates on a thirty (30) minute arrival window. The arrival window will begin thirty (30) minutes before the scheduled arrival time stated to the rider when the reservation is made. Riders shall be provided with an anticipated pick-up window for every scheduled arrival trip and CONTRACTOR shall make every effort to arrive within the stated pick-up window; however, it is expected CONTRACTOR shall provide service within the scheduled arrival window.

Accessible vehicles shall be used as required for riders who use a wheelchair device or have been determined by AUTHORITY to require an accessible vehicle.

Transferring/carrying individuals from wheelchairs to the seat of a vehicle is strongly discouraged. However, a rider who can transfer without any assistance and who is open to receiving service in a non-accessible vehicle is allowed.

2.4 Rider Comments

Rider feedback from complaints and commendations is important to AUTHORITY because it provides insight into the rider experience when using the OC ACCESS service.

Rider comments regarding OC ACCESS service will be received by AUTHORITY’s Customer Information Center contractor and recorded in the “Comments, Compliments and Complaints” (C3) database (ATTACHMENT 3) or another future database. Any rider comment received directly by CONTRACTOR shall be referred to the Customer Information Center for proper handling and documentation.

CONTRACTOR shall be responsible for investigating and entering the results of the investigation in the C3 application, including those involving any subcontractor personnel.

Investigations shall include providing a detailed summary of findings related to the issues identified in the complaint; identifying any staff involved and documenting that in C3, and when applicable, providing what actions were taken to address any issue. In addition, CONTRACTOR shall provide statements, recorded calls, recorded videos, and any other information related to comment when requested by AUTHORITY.

Comments that require a response (i.e. Call Back, E-mail) shall be completed within five

(5) business days of receiving the comment and all other comments shall be closed within ten (10) business days. Additionally, AUTHORITY may submit a request for an expedited investigation of a comment that includes, but is not limited to, sexual harassment claims, seriously disruptive conduct, among others. The expedited investigation process will need to include communication with AUTHORITY Project Manager or Field Administrator.

CONTRACTOR shall regularly review and analyze all received comments for trends and issues that need to be addressed to reduce or eliminate future comments on the same issues. CONTRACTOR shall provide AUTHORITY with a written report quarterly, at a minimum, that identifies actions to be taken to reduce the number of valid complaints.

CONTRACTOR is expected to reduce the number of complaints through employee training, establishing new practices, and conducting outreach and education of riders, facility representatives where OC ACCESS riders travel to, and/or the general public.

2.5 No Show Policy

CONTRACTOR shall be responsible for receiving, evaluating, processing and reporting all rider requests for removal of no-shows and late cancellations. Rider requests for removal of a no show and late cancellation must meet ADA requirements.

CONTRACTOR shall track rider no shows and late cancellations, issue rider notifications relating to no-shows and late cancellations incurred and process requests for a suspension appeal.

2.6 Fares

AUTHORITY shall determine and set all fares for the OC ACCESS service.

CONTRACTOR shall enforce AUTHORITY’s fare policies and ensure that fares recorded are consistent with AUTHORITY’s policies, including those collected by any subcontractor(s). AUTHORITY shall provide CONTRACTOR with, at a minimum, a thirty

(30) day notice of any change to the OC ACCESS fare policy and will coordinate such changes and required scheduling software changes with CONTRACTOR.

• OC ACCESS riders shall pay $3.60 for every one-way trip.

• PCA and service animals travel for free and shall have the same origin and destination as the OC ACCESS rider.

• Companion(s) pay the same fare as the OC ACCESS rider and shall have the same origin and destination as the OC ACCESS rider.

• Certification trips shall not be assessed a fare.

2.6.1 Fare Procedures

All riders must pay their fare when boarding the vehicle unless otherwise noted. The exact fare shall be paid in cash, coupons or any combination equal to the fare. Drivers shall not provide change.

• All AUTHORITY provided OC ACCESS revenue vehicles shall be equipped with a Mechanical Farebox or equivalent. CONTRACTOR shall establish appropriate cash handling procedures to ensure that all cash fares collected are properly accounted for and deposited, including those collected by a subcontractor.

• Cash fares collected shall be recorded in the Trapeze Pass Database and deducted from CONTRACTOR’s monthly invoice. Coupon fares collected shall be reported, bundled by denomination into stacks of 100 and packaged per day.

AUTHORITY will request two (2) random days packets for review monthly.

• Cash fares and coupon fares collected by a subcontractor shall be bundled by denomination into stacks of 100 and packaged per month. AUTHORITY will review the monthly amount.

• If a discrepancy is found in the count compared to what is reported for that month, all packages may be counted and reconciled.

CONTRACTOR shall provide:

• A monthly report indicating the revenue collected and reconciled daily. The report shall track all cash, coins, and coupons.

• A coupon reconciliation sheet for CONTRACTOR and each subcontractor providing OC ACCESS service. Sheets provided with monthly and daily denomination totals.

• Copies of the armored carrier deposit slips shall be submitted to AUTHORITY with each month’s billing documentation.

• Daily cash summary sheets.

• Reconciliation procedures that are designed to prevent and minimize any error, fraud or abuse. Each element of the system shall be reconciled against total revenues to ensure that losses are prevented.

• Monitoring of daily fare collection activity from Vehicle Operator collection through video monitoring of the farebox counting area.

2.7 Tolls, Fines and Charges

CONTRACTOR shall be responsible for the costs associated with the usage of roads or highways which require a toll charge. AUTHORITY will not be responsible for any toll road costs or fines associated with toll road violations.

CONTRACTOR shall also be responsible for payment of any traffic fines, parking fees, and any other charges levied against CONTRACTOR, CONTRACTOR’s employees or subcontractors, and/or AUTHORITY vehicles operated by CONTRACTOR.

SECTION 3: CONTRACTOR STAFF REQUIREMENTS

CONTRACTOR shall provide the necessary personnel and subcontractor(s) whose expertise will ensure successful management and delivery of the contract requirements.

All personnel, whether an employee or contracted, that are assigned to this project shall be knowledgeable about the OC ACCESS service and the ADA. In addition, all personnel shall maintain a professional and courteous behavior toward all passengers and individuals encountered in the delivery of OC ACCESS service.

CONTRACTOR shall comply with all federal, state and local employment regulations including, but not limited to, employer’s liability, workers’ compensation (for employees), unemployment insurance, payroll taxes, social security, and any other mandated or optional employee benefits. CONTRACTOR shall be solely responsible for payment of all CONTRACTOR employee wages and benefits.

CONTRACTOR shall obtain and provide all required state and local permits, and ensure that all drivers are properly documented and licensed for the service that they are providing. CONTRACTOR shall comply with safety requirements promulgated by the FTA and/or the U.S. Department of Transportation (USDOT).

The use of a subcontract as opposed to direct employees to provide any part of the service shall require proof of a written contractual right in favor of CONTRACTOR (with third-party beneficiary status as to that right in favor of AUTHORITY) as to each such independent contractor giving CONTRACTOR (and AUTHORITY as third party beneficiary) the right to legally compel that the service to be provided by such subcontractor be provided following the terms and conditions contained in the SOW applicable to that service. The fact of such contractual right shall not relieve CONTRACTOR, should they be successful, from liability to AUTHORITY for the failure to provide the service to the standards outlined in the Agreement. AUTHORITY shall approve the contract(s) for all subcontractor services before the start date. AUTHORITY shall require subcontractor contracts to provide assurances to prevent the inconsistent delivery of timely service, the degradation of customer service, and the lack of quality transportation services.

CONTRACTOR shall provide AUTHORITY with an organization chart showing all positions, lines of reporting responsibility, and indicating the number of full-time and part-time employees in each position. This organization chart shall be provided in the proposal under the staffing/project organization section and shall be updated and included with the monthly billing. AUTHORITY retains the right to review the personnel policies and lists of personnel assigned at any time upon twenty-four (24) hours’ notice.

3.1 Key Personnel

To ensure the continuity of consistently high service standards over the life of the OC ACCESS service, AUTHORITY expects that CONTRACTOR shall retain qualified and experienced key personnel to perform service according to the requirements set forth in this SOW. CONTRACTOR’s retention of such key personnel is significant to satisfactory contract performance. CONTRACTOR shall maintain the key personnel identified throughout the term of the contract. Proposed changes in key personnel incumbents and job duties shall be subject to review and approval by AUTHORITY before the implementation of changes.

All of CONTRACTOR’s key personnel shall be fully (100%) dedicated to providing services under this contract unless AUTHORITY provides prior written approval for a lesser time. None of these key personnel positions can be combined without the prior written approval of AUTHORITY. If AUTHORITY approves a variance to the time dedication level of any key personnel or consolidation of any key personnel positions, AUTHORITY reserves the right to make appropriate adjustments to CONTRACTOR’s fixed monthly cost and also reserves the right to reverse or modify any such approval at any time.

CONTRACTOR shall not, without prior written notice to and prior written approval by AUTHORITY, remove or reassign any key personnel identified in its proposal, or appoint any new individual to any key personnel position (whether in an acting or permanent capacity), at any time during the term of the Agreement, provided that CONTRACTOR shall, following written notice and explanation to AUTHORITY, remove any such individual for misconduct or cause according to CONTRACTOR’s established personnel policies.

CONTRACTOR shall notify AUTHORITY thirty (30) days in advance of replacing a key personnel position. Should CONTRACTOR propose a new individual or AUTHORITY requests a replacement, the proposed replacement’s resume and qualifications will be submitted to AUTHORITY for its approval at least ten (10) calendar days before the departure of the incumbent employee, unless CONTRACTOR is not provided with such notice by the departing employee. AUTHORITY will require an interview of the proposed replacement candidate.

If CONTRACTOR fails to provide the required key personnel or removes key personnel without AUTHORITY’s prior written approval, AUTHORITY may make appropriate adjustments in CONTRACTOR’s fixed monthly fee. If any of the key personnel positions remain open for over thirty (30) calendar days, AUTHORITY may deduct the salary and benefits plus a penalty of $1,000.00 per day in which the position remains unfilled beyond the first thirty (30) days.

Key personnel include, but are not limited to:

KEY POSITION Full-Time Equivalent Project Manager 1 Operations Manager 1 Maintenance Manager 1 Safety Manager 1 Call Center Manager 1 Information Technology Manager 1 Driver Trainer 1 Customer Relations Coordinator 1

3.1.1 Project Manager

Subject to approval by AUTHORITY, CONTRACTOR shall assign a full-time on-site Project Manager. The Project Manager shall demonstrate, by decision and action, competency in all aspects of AUTHORITY’s OC ACCESS service and have extensive knowledge of ADA and FTA guidelines. The Project Manager shall be responsible for the daily operations of the service and that the delivery of service meets or exceeds AUTHORITY’s objectives and standards, and responds to all significant emergencies.

The Project Manager shall maintain consistent and sufficient contact and communication with AUTHORITY’s Project Manager. The Project Manager shall be on-site during normal working hours and be available by telephone (mobile phone included) or email at all times.

The Project Manager shall act as the primary liaison between CONTRACTOR and AUTHORITY and attend meetings and events as requested by AUTHORITY’s Project Manager. AUTHORITY shall be provided with the identity and phone numbers of the Project Manager and his or her immediate subordinate and shall be advised of any change in such personnel.

The Project Manager shall have a minimum of eight to ten (8-10) years of management and supervisory experience in public transportation operations or a related field and at least three (3) years of experience in the management and operations of an ADA paratransit service similar to OC ACCESS. The Project Manager shall possess a Certified Community Transit Manager certificate issued by the Community Transit Association of America and completed the Transit and Paratransit Management Certificate Program.

AUTHORITY expects that CONTRACTOR shall retain the services of the Project Manager it names in its proposal for a minimum of two (2) years. CONTRACTOR shall not remove or replace the Project Manager without prior written approval.

3.1.2 Operations Manager

Subject to approval by AUTHORITY, CONTRACTOR shall assign a full-time on-site Operations Manager. The Operations Manager shall demonstrate, by decision and action, competency in all aspects of AUTHORITY’s OC ACCESS service and have extensive knowledge of ADA and FTA guidelines.

The Operations Manager shall be responsible for the day-to-day operations of OC ACCESS service and must maintain consistent and sufficient contact and communications with AUTHORITY’s Field Administrator(s). The Operations Manager is expected to work with any subcontractor to identify and resolve any service issues, improve training or operations practices, work with any subcontractor in implementing solutions designed to improve system efficiency and rider satisfaction.

Operations Manager shall be proficient in call center operations, dispatch operations, and Trapeze Software certified. The Operations Manager shall be responsible for the training of Scheduling, Window Dispatch and Radio Dispatch staff to proficiency as appropriate to their duties and to a level that will ensure that the delivery of service meets or exceeds AUTHORITY’s objectives and standards.

The Operations Manager must have a minimum of five (5) years of supervisory experience in public transportation operations or a related field and a minimum of three

(3) years of experience in the supervision and operations of ADA paratransit services similar to OC ACCESS. The Operations Manager shall have completed the Transit and Paratransit Management Certificate Program.

3.1.3 Maintenance Manager

Subject to approval by AUTHORITY, CONTRACTOR shall assign a full-time on-site Maintenance Manager. This position shall be solely dedicated to AUTHORITY and not responsible for any other activities of CONTRACTOR. CONTRACTOR shall not remove or reassign a Maintenance Manager approved by AUTHORITY without the prior approval of AUTHORITY. The Maintenance Manager shall ensure that AUTHORITY’s maintenance standards are maintained and achieved and that all vehicles are systematically inspected, maintained and repaired while minimizing downtime.

The Maintenance Manager must have a minimum of five (5) years journey-level mechanic experience and a strong technical background with gasoline engines, electrical and hydraulic systems and be proficient with maintenance software applications. The Maintenance Manager shall have a minimum of five (5) years of experience in maintenance supervision of twenty (20) or more mechanics and demonstrate strong managerial and training qualities.

The Maintenance Manager shall be legally licensed to operate a bus in the State of California and must possess a valid Class B license with a Passenger [“P”] endorsement as well as maintain a valid medical certificate and any other licenses or certificates required by applicable federal, state, or local regulations. The Maintenance Manager shall also have an educational background consisting, at a minimum, of an associate degree, possess Automotive Service Excellence (ASE) automotive/truck certifications (preferably Master Certified), and have prior experience in transit maintenance (additional experience may be substituted for an associate degree).

3.1.4 Safety Manager

Subject to approval by AUTHORITY, CONTRACTOR shall assign a full-time on-site Safety Manager. The Safety Manager shall demonstrate, by decision and action, competency in all aspects of AUTHORITY’s OC ACCESS paratransit service and have extensive knowledge of ADA and FTA guidelines, particularly those relating to paratransit service.

The Safety Manager shall be responsible for the safe operations of the OC ACCESS service and shall maintain consistent and sufficient contact and communications with the AUTHORITY’s Field Administrator(s) and Health, Safety and Environmental Compliance (HSEC) Department staff. The Safety Manager shall have extensive knowledge of paratransit operations and the applicability of FTA’s Safety Management Systems. The Safety Manager shall be responsible for the documentation, mitigation, and follow-up of any safety-related risk experienced in the service, including those experienced by any subcontractor. The Safety Manager shall have stop work authority and shall be the designated as the HSEC representative to participate in all HSEC related submittals. The Safety Manager shall ensure compliance with the Level 3 Safety Specifications (EXHIBIT H) as applicable to this SOW.

The Safety Manager shall have completed the Transit Safety and Security Program Certificate Program and shall hold a current certification from the BCSP (i.e., Certified Safety Professional (CSP), Associate Safety Professional (ASP), Occupational Hygiene and Safety Technician (OHST), Construction Health and Safety Technician (CHST), or a Certified Industrial Hygienest (CIH) American Board of Industrial Hygiene (ABIH).

The Safety Manager shall have a minimum of five (5) years of experience enforcing HSEC in general industrial, a minimum of five (5) years experience in public transportation with three (3) years of experience in ADA paratransit service safety management similar to

OC ACCESS.

Temporary short-term coverage (less than 14 days), when the designated Safety Manager is away from the project, shall be managed by a qualified CSP, OHST or a CHST, have stop work authority, and be acceptable to AUTHORITY. A resume for the temporary short-term coverage request shall be provided to AUTHORITY for review thirty

(30) days in advance of scheduled absence date.

Additional site HSEC representatives shall have a current BCSP certification, 5 years of experience in similar contract scopes, incident investigation training, OSHA 500 Training, EM 385-1-1 or JHA preparation training, compliance knowledge of Cal/OSHA, HAZWOPER and Cal//DTSC Standards, have stop work authority, and be acceptable to AUTHORITY. A resume shall be provided to the AUTHORITY for review thirty (30) days in advance of scheduled project start date.

3.1.5 Call Center Manager

Subject to approval by AUTHORITY, CONTRACTOR shall assign a full-time on-site Call Center Manager. The Call Center Manager shall ensure AUTHORITY’s call center service standards are maintained and achieved. The Call Center Manager shall be responsible for all management and day-to-day operations of the OC ACCESS service call center, including service that may be subcontracted.

Call Center Manager shall be proficient in call center operations, Trapeze Software certified, and shall possess competency in all aspects of AUTHORITY’s OC ACCESS paratransit service and have extensive knowledge of ADA and FTA guidelines. The Call Center Manager shall be responsible for the training administered to all Call Center staff and shall ensure that Call Center staff are trained to proficiency as appropriate to their duties and can deliver service that meets or exceeds AUTHORITY’s objectives and standards.

The Call Center Manager shall have a minimum of five (5) years of supervisory experience in ADA paratransit reservations and scheduling or a combination of ADA paratransit experience and experience in a related field. The Call Center Manager shall have a minimum of three (3) years of experience in call center supervision of twenty (20) or more call center agents and demonstrate strong managerial and training qualities.

Expertise in call center reporting, knowledge of standard call center metrics, and ability to perform statistical analysis to diagnose call center and agent performance is required.

3.1.6 Information Technology (IT) Manager

CONTRACTOR shall assign a full-time on-site IT Manager. The IT Manager shall be responsible for the day to day supervision and support of all IT and telecommunications functions under this agreement including, but not limited to, Trapeze software and telecommunications systems. The IT Manager shall maintain consistent and sufficient contact and communication with AUTHORITY Information Systems (IS) assigned staff and coordinate with external IT vendors associated with this agreement.

The IT Manager shall have a minimum of two (2) years of hands-on experience with Trapeze PASS software in an ADA paratransit environment and it is highly recommended that the IT Manager is Trapeze certified.

3.1.7 Driver Trainer

CONTRACTOR shall assign a full-time on-site Driver Trainer. The Driver Trainer shall demonstrate, by decision and action, competency in all aspects of AUTHORITY’s OC ACCESS service and have extensive knowledge of ADA and FTA guidelines. The Driver Trainer shall be responsible for all training administered to Vehicle Operators including, but not limited to, classroom instruction, behind-the-wheel training, and in-service training and shall ensure that they are trained to proficiency as appropriate to their duties and can deliver service that meets or exceeds AUTHORITY’s objectives and standards.

The Driver Trainer shall have a minimum of two (2) years of paratransit driving experience, possess either the State of California, Department of Education School Bus Operator instruction certificate; or a Transportation Safety Institute Transit Trainer’s Certificate, and hold a valid State of California Department of Motor Vehicles (DMV) approval to certify California Class B Commercial Operator’s Licenses (CDL) with passenger endorsements.

3.1.8 Customer Relations Coordinator

CONTRACTOR shall assign a full-time on-site Customer Care Coordinator. The Customer Care Coordinator shall ensure that AUTHORITY’s Comments, Compliments, and Complaints (C3) standards are maintained and achieved. The Customer Care Coordinator shall possess competency in all aspects of AUTHORITY’s OC ACCESS paratransit service and have extensive knowledge of ADA and FTA guidelines.

The Customer Care Coordinator shall be responsible for the general supervision, investigation, and response to all C3s, including those associated with the service delivered by any subcontractor(s), and shall maintain consistent and sufficient contact and communication with AUTHORITY’s Field Administrator(s). Customer Care Coordinator shall ensure that all C3s are reviewed and responded to in accordance with this agreement. Customer Care Coordinator shall be responsible for contacting customers, when necessary or requested by AUTHORITY, to obtain additional information about a C3, provide information to customers about the OC ACCESS service, and/or to follow-up with customers about a C3.

The Customer Care Coordinator shall have a minimum of two (2) years of experience in the paratransit field as a vehicle operator, road supervisor, scheduler, dispatcher, or trainer and have completed CONTRACTOR’s Driver Training Course, Dispatcher Training Course and Call Center Agent Training Course.

3.2 Project Staffing – Operations

AUTHORITY seeks to promote a skilled, stable, and diligent workforce among its service contractors to ensure that service provided to OC ACCESS customers meets or exceeds AUTHORITY’s objectives and standards. From time to time, significant service delivery problems have occurred, at least partially due to unusually high employee turnover or due to the inadequate quality of service rendered by selected employees in certain positions.

AUTHORITY recognizes the expense and negative effect of employee turnover.

Therefore, CONTRACTOR shall demonstrate in its proposal that it has an acceptable recruitment and hiring program that is intended to minimize employee turnover and retain a high-quality workforce.

CONTRACTOR shall employ, maintain, and assign at all times a sufficient number of competent and qualified personnel to meet the requirements of the services in this SOW.

CONTRACTOR warrants and represents to AUTHORITY that the personnel and subcontractors shall possess the proper skill, training, background, knowledge, experience, character, and licenses necessary to perform the duties assigned under this agreement.

CONTRACTOR shall be responsible for determining the direct staffing positions, levels and salaries required to deliver the services as described herein. Failure to provide suitable personnel consistent with AUTHORITY’s contractual obligations as set forth herein shall be deemed a material breach of contract and may subject CONTRACTOR to immediate termination at AUTHORITY’s option.

The following project staff or equivalent positions are recommended by AUTHORITY to ensure the efficient operation of OC ACCESS service. CONTRACTOR shall determine and justify the OC ACCESS staffing to be provided.

3.2.1 Vehicle Operators (Drivers)

CONTRACTOR shall recruit and train a sufficient number of Vehicle Operators to provide the services described in this SOW. Vehicle Operators recruited for the operation of the OC ACCESS service shall meet the following qualifications/requirements before being allowed to perform revenue service:

• Possess and maintain the appropriate license to operate the vehicle assigned to provide revenue service and any other license required by federal, state, or local regulations

• Maintain a valid medical certificate and any other certificate required by federal, state, or local regulations

• Shall be able to speak effectively, understand, write and read in English

• Undergo and pass a drug and alcohol screening at a facility approved by

CONTRACTOR in compliance with federal regulations

Evidence of compliance for all subcontractor vehicle operators including, but not limited to, training, background investigation, and licensing requirements shall be provided to CONTRACTOR before the driver is placed into service under the program.

3.2.1.1 Vehicle Operator (Driver) Tools

CONTRACTOR shall provide all necessary operating equipment to Vehicle Operators.

Equipment…