C250231_RFP_Exhibit_A_Scope_of_Work_Attachment_B.pdf

PERFORMANCE STANDARDS

Category Definition Standard Frequency Incentive Penalty

Pick-Up On-Time Performance [OTP] The percentage of trips when the driver arrives within the 30-minute on-time window for scheduled pick-up trips.The 30-minute pick-up window is calculated from the scheduled time, plus 30-minutes. (ex. Scheduled

Pick-up Time at 8 AM, On-time Window is 8 AM to 8:30

AM. 8:31 AM is late).

94% Monthly $5,000 for each percentage point above 94% on-time

$5,000 for each percentage point below

94% on-time.

Arrival On-Time Performance [OTP] The percentage of trips when the driver arrives within the 30-minute on-time window for scheduled "arrival by" trips. The 30-minute arrival window is calculated from the scheduled arrival time, minus 30-minutes. (ex.

Scheduled Arrival Time at 10 AM, On-time Window is

9:30 AM to 10 AM. 9:29 is too early and 10:01 AM is late).

90% Monthly $1,000 for each percentage point above 90% on-time

$1,000 for each percentage point below

90% on-time.

Excessively Late Pick-up Trips Trips in which the vehicle arrives more than 60 minutes past the scheduled pick-up time and the customer takes the trip.

0.15% Monthly $5,000 per month when excessively late trips is 0.05% or less

$5,000 when excessively late trips fall within a range of 0.2% and 0.25%.

$10,000 when excessively late trips exceeds 0.25%.

Excessively Early Arrival Trips Trips in which a rider is dropped off earlier than 60 minutes before the scheduled arrival time.

0.15% Monthly $1,000 per month excessively early trips is 0.05% or less.

$1,000 when excessively early trips fall within a range of 0.2% and 0.25%.

$5,000 when excessively early trips exceeds 0.25%.

Missed Trips A “missed trip” results from trips that are requested, confirmed, and scheduled, but do not take place because (1) the vehicle arrives and leaves before the beginning of the scheduled pick-up window (pick-up and arrival trips) without picking up the rider and without any indication from the rider that he or she no longer wantes to take the trip, (2) the vehicle does not wait the required 5-minute dwell time, there is no contact with the rider, and the vehicle departs without the rider, (3) the vehicle arrives after the end of the pickup window and departs wihtout picking up the rider

(either because the rider is not there or declines to take the trip because it is now late), and (4) the vehicles does not arrive at the pick-up location.

0.15% Monthly $5,000 per month when missed trips is

0.05% or less

$5,000 when missed trips fall within 0.2% and 0.25% OR $10,000 when missed trips exceeds 0.25%

Call Center Average Hold Time Measured as the average telephone hold time for all service lines (reservations, cancellation, ride check and general information).

60 seconds Monthly None $1,000 when the average hold time for all service lines fall within 90 seconds and

120 seconds. $5,000 when the average hold time for all service lines exceeds 120 seconds.

Call Center Maximum Hold Time Measured as the maximum telephone hold time (5 minutes) for all service lines (reservations, cancellation, ride check and general information).

98% Monthly None $1,000 when the maximum telephone hold time for all service lines fall within

94% and 96%. $5,000 when the maximum telephone hold time for all service lines falls below 94%.

Valid Complaints The ratio of valid complaints to monthly passengers provided service.

1 per 1,000 passengers Per occurrence None $100 for each valid complaint over 1.5 per one thousand passengers.

Preventable Accidents The ratio of preventable accidents to vehicle miles.

Preventable accident is defined as an event where a driver providing revenue service could have been reasonably avoided by the driver. An accident is defined as contact between the vehicle and another object.

1 per 100,000 miles Monthly None $1,000 penalty in any month where preventable accidents per 100,000 service miles is between 1.25 and 1.50. -

---- $5,000 penalty in any month where preventable accidents per 100,000 service miles is between 1.51 and 1.75. --

--- $10,000 penalty in any month where preventable accidents exceeds 1.75.

RFP 250231

EXHIBIT A

ATTACHMENT B

PERFORMANCE STANDARDS

Preventable Incidents The ratio of preventable incidents to vehicle miles.

Preventable incident is defined as an event where a driver providing revenue service could have been reasonably avoided by the driver. An incident is defined as non-accident that involves an OC ACCESS passenger suffering an injury or possible injury in or near a vehicle in revenue service. Examples include, but are not limited to, falls while boarding or exiting, falls away from the vehicle, and passenger securement failures.

0.50 per 100,000 miles Monthly None $1,000 penalty in any month where preventable incidents per 100,000 service miles is between 0.75 and 1.00. -----

$5,000 penalty in any month where preventable incidents per 100,000 service miles is between 1.01 and 1.25. -----

$10,000 penalty in any month where preventable incidents exceeds 1.25.

Trip Denials Trip denials result when (1) a rider requests a next-day trip and the CONTRACTOR says it cannot provide the trip, (2) a rider requests a next-day trip and the

CONTRACTOR offers a trip that is outside the 1-hour negotiating window, regardless of whether the rider accepts the trip, and (3) a rider requests a round-trip and the CONTRACTOR can only provide one leg of the trip. If the rider does not take the offered one-way trip, both portions of the trip are denials.

100% compliance Per occurrence None $500 penalty for each denied trip.

Accident / Incident Notification Measured as the number of occurrences where an accident or incident is not reported within 2 hours from the time of the incident.

Report all accidents or incidents within 2 hours.

Per occurrence None $1,000 per accident or incident not reported within 2 hours.

Monthly Operating Reports Measured as number of days past due date that complete reporting package and invoice is submitted.

Calculated as (# Days Late x # Reports) x $100.00

Contractor shall submit reports on time, as outlined within the agreement.

Per occurrence None $100 per day for each late report.

Key Positions Contractor shall fill all Key Positions as outlined within the agreement.

Unfilled key position beyond 30-days Per occurrence None Deduct salary and benefits plus $1,000 per day for each position unfilled beyond

30 days.

Terminal Inspections: A “U” rating means that the motor carrier was found to be out of compliance in several areas or violations of a serious nature were identified, such as excessive

Operators’ hours of service or poorly maintained vehicles or equipment. If all categories are found to be satisfactory, the terminal rating shall be “S” rating.

Meet CHP requirements Per occurrence None $25,000 for failing a terminal inspection, “unsatisfactory” (U rating). If a

“satisfactory” rating is not achieved during a second inspection, an additional

$25,000 penalty will be assessed along with a 30-day notice to cure.

Preventive Maintenance: The schedule of planned maintenance activities aimed at the prevention of mechanical breakdowns and failures. Required intervals of maintenance activities are per vehicle manufacturer's recommendations.

100% of PMI’s done within required intervals (6,000 miles).

Monthly None $500 per vehicle for every 500 miles past the scheduled PMI schedule after 6,500 miles.

Miles between road calls: Road call mileage is calculated by dividing the number of valid mechanical road calls by the total mileage of revenue fleet vehicles traveled in a monthly reporting period. For example: I,000,000 miles traveled per month with 40 valid road calls, equals 25,000 miles between road calls. Each road call above 40 would be subject to a penalty

25,000 miles between valid mechanical road calls.

Monthly None $100 per each valid mechanical road call under 25,000 miles in a monthly reporting period.

Vehicle Damage Authority-owned vehicles shall be free of accident or other damage

Repaired within 30 days Per occurrence None $100 per vehicle per day for each vehicle with interior or exterior damage not repaired within thirty (30) days from date of damage.

Drug and Alcohol Audit Per 49 CFR Parts 40 and 655, contractor's drug and alcohol program, and that of any subcontractor, shall be reviewed at least annually, if not more often, and must comply with legal requirements.

100% compliance (create document on what is a pass or fail)

Quarterly None $5,000 for failing a Drug and Alcohol

Program Review. Failure to fully resolve the identified program deficiencies within the agreed upon timeframe shall result in a penalty of $10,000 with a 30-day notice to cure.

Excessive Travel Time The percentage of trips in which on-board time is longer than a comparable fixed-route trip by more than 20 minutes. Fixed route travel time is determined using

Google Transit.

5% Monthly None $1,000 for each percentage point above

5%.

Routing Efficiency The percentage of trips in which distance traveled is greater than 2x the direct distance of the trip.

5% Monthly None $1,000 for each percentage point above

5%.

RFP 250231

EXHIBIT A

ATTACHMENT B