Exhibit_A_-_Scope_of_Services_-_Paratransit_-_Final_(1).docx

Exhibit A – Scope of Services

Table of Contents

INTRODUCTION

In 1989, the Florida Legislature passed the revised Chapter 427, Florida Statute (F.S.), creating the Florida Transportation Disadvantaged Commission to improve coordination of transportation services in each community. Following approval of the legislation, the Transportation Disadvantaged Commission developed and adopted Rule 427 implementing the revised statute.

The goal of the legislation and agency rule is to effectively coordinate funds and activities for providing transportation for disadvantaged persons. This is to be accomplished through designation of a Community Transportation Coordinator, which is commonly referred to as the CTC. The CTC may provide the transportation or broker transportation to qualified operators. The County has elected to operate a partially brokered system, which directly provides a portion of the service and brokers the remaining. For clarity, the County is the Community Transportation Coordinator (CTC).

The County seeks qualified contractor(s) to provide cost effective and efficient paratransit services.

The number of trips and type of service identified in the scope of work are being supplied as informational only. This information should not be construed as representing actual quantities or guarantee of service levels to be contracted.

When reference is made to transportation-disadvantaged trips, it will be inclusive of all paratransit services regardless of funding source or whether it is a sponsored or non-sponsored trip.

SERVICE RATES

The Contractor shall be paid rates as specified on Exhibit B – Fee Schedule.

VOTRAN'S FIXED ROUTE SERVICE

Votran, is the public transportation service in Volusia County. Transportation services include scheduled, fixed route service in the Greater Daytona Beach area, West Volusia area and the Southeast portion of the County.

The Transit Services Division’s goal is to offer fixed route service as the first option to transportation disadvantaged customers. This will insure the more costly paratransit service is available for those persons who are eligible for, and truly need, door-to-door service.

OTHER VOTRAN SERVICES

Votran provides Flex Service in the New Smyrna Beach area. Flex Service is a “call first” curb-to-curb, flexible transportation service which serves a dedicated area with limited timed stops in the New Smyrna Beach area.

The Transit Services Division also provides VoRide, a microtransit service in the West Volusia service area.

PARATRANSIT SERVICE LEVELS

Based on current ridership figures, it is projected the annual trip demand will be approximately 216,000 trips. It is estimated Votran Gold Service will provide approximately 60% of the service with the remainder contracted to a number of private operators.

Votran’s Gold Service is a transportation service available throughout Volusia County to qualified persons who, because of physical or mental disability or age, are unable to transport themselves and cannot use fixed-route bus service.

The County has determined a partial-brokered system with multiple transportation providers best serves the needs of the County's transportation ADA and disadvantaged population. Transit Services Division contracts out approximately forty (40%) of trips.

Service to a specific region of the County will be considered. The Contractor shall take all steps necessary to ensure that adequate resources are available to provide this level of service. It is essential that the Contractor indicate any such limitation on their ability to provide service as specified herein.

The County reserves the right to add contract operators if it is determined the transportation needs are not being met in a timely manner with the existing contracted operator network. In addition, the County may elect to utilize taxi service or transportation network companies, when possible, to accommodate trips that cannot be advance scheduled on the shared ride system, such as same day trips, return trip will-calls, holidays, after-hours trips and places where Votran vehicles cannot go.

CHANGES IN SERVICE

The County reserves the right, at any time by written order, to make changes within the general scope of the contract regarding the services to be performed, such changes may include, but are not limited to, the number of trips assigned to the Contractor, record keeping/reporting requirements, federal and state legislative action, and additional driver training and operational policy changes.

INTELLIGENT TRANSPORTATION SYSTEM (ITS)

The Contractor shall be required to fully utilize Intelligent Transportation System (ITS) equipment, including cooperating with the installation of equipment on board Contractor vehicles.

The Contractor shall be required to utilize tablets (provided by the County).

SERVICE AREA AND TIMES

1. Paratransit services are provided within all areas of Volusia County, which includes the greater Daytona Beach Area, South Daytona, Port Orange, Holly Hill, Ormond Beach, DeLand, Deltona, DeBary, Osteen, Orange City, Lake Helen, Pierson, Seville, New Smyrna, Edgewater, Oak Hill, Samsula and all other rural areas.

2. Paratransit service shall be available seven (7) days per week, including holidays. Services may be adjusted when necessary for emergencies or unusual circumstances. Regular Votran paratransit hours include but are not be limited to seven (7) days a week, Monday through Saturday from 6:00 a.m. to approximately 12:00 a.m. (midnight), and Sunday from 7:00 a.m. to 5:00 p.m. Votran reserves the right to expand or decrease days of services and/or hours of operations as needed.

3. During emergency evacuation scenarios, Votran will require assistance in the provision of service for residents needing transportation out of evacuation areas.

4. TRIP RESERVATIONS AND SCHEDULING

a) Votran accepts trip request in compliance with ADA regulations. Therefore, in some cases, manifests may not be transmitted to the Contractor until 6:00 p.m. the evening before service is required.

b) Manifests will include passenger's name, the location of each passenger pick-up and drop-off, pick up / drop off times, whether the passenger travels using a wheelchair or other assistive device, whether the passenger travels with a companion or personal care attendant, any special circumstances or requirements pertaining to the passenger and required payment for their trip.

c) In some cases, and schedule permitting, trips may be added on during the same service day. Trips added on will be transmitted either by phone to the Contractor's dispatcher or by Mobile Data Terminals (MDT) directly to the drivers, when appropriate. Trips cancelled prior to service will be handled in the same manner as add-ons. In the event of a no-show, Contractor's dispatcher shall notify Votran dispatcher immediately and the event shall be logged on the MDT. A log shall also be maintained to document the add-ons, cancellations, and no-shows for each day.

WILL-CALL RETURNS

Some return trips cannot be performed as pre-scheduled. If a passenger is not ready to make the return trip as scheduled, they are placed in “will-call” status. Drivers shall notify Votran dispatch when assigning a trip to a will-call status. Votran will work with the Contractor to distribute these will-call trips in a way that preserves the original distribution of trips as well as ensuring adequate service response for the customers. Passenger pick-ups will be transmitted by phone to the Contractor's dispatcher and by MDT directly to the driver. If a will-call cannot be responded to within the prescribed time limit of two (2) hours, the trip will be re-assigned by Votran’s dispatcher. Once the Contractor has been notified that a trip has been re-assigned, the Contractor shall not transport the customer, as doing so may result in non-payment for the trip.

MONITORING AND SUPERVISION

The Contractor shall be responsible for monitoring and supervising street service and informing the Votran dispatcher of service delays and assistance needed to ensure that the schedule is maintained. The Contractor shall be responsible for dispatching or arranging for back-up vehicles, road service calls, towing and other driver supervisory services, as needed. Documentation of these occurrences shall be maintained on a dispatcher’s log and submitted to the County’s Project Manager monthly.

PERFORMANCE LOG

The Contractor shall maintain a log, provided as Exhibit D – Contractor Performance Log, with information on safety concerns, passenger complaints, passenger behavior problems and any other activity reasonably required as an operations record. The Contractor shall email the log to the Votran Paratransit Operations Supervisor daily. The County has the right to change the delivery method of the log upon notification to the Contractor.

REFUSAL OF SERVICE

The Contractor shall have the ability to refuse service to a passenger referred by Votran only if it is believed the passenger cannot be transported safely or the passenger is disruptive, and/or abusive. The Contractor shall notify Votran for authorization before denying any trip. Lack of notification may result in a penalty.

FARES

1. The Contractor shall collect a fare from each customer only when it is indicated on the manifest. This fare shall be turned into the County, not retained by the Contractor. The passenger fare shall be paid according to Votran's fare structure, as determined by the County. The fare structure is:

a) Votran Paratransit Customers (if applicable) $3.50 - one way.

b) Companions with same origin & destination $3.50 - one way.

c) Personal Care Attendants and Service Animals – free.

2. The County reserves the right to increase or decrease the current fare structure at any time.

3. When a customer uses a valid Votran Gold token, he/she is not required to pay a cash fare. If tokens are used as fare payment, the tokens shall be turned in with invoices. The Contractor shall be responsible for reporting the method of fare payment.

a) The daily trip manifest (MDT entry) shall note if a fare is not to be collected.

b) Drivers shall not accept tips or indicate in any way to customers a tip is expected.

c) Passengers without payment will be denied the trip. If a passenger is transported without payment the Contractor will be responsible for the payment to the County.

FACILITIES

1. Operating Base

The Contractor shall provide a base of operation with adequate facilities for secure parking, administration, and unless the Contractor chooses to subcontract these functions, vehicle maintenance and service. The Contractor is required to provide an operating base within the Volusia County service area.

2. Communications

The Contractor shall be required to operate a communication system with a countywide range while performing services under the Contract. An adequate number of base stations and mobile units capable of maintaining clear and constant communication between its office, field supervisors, drivers and the Votran operating base shall be maintained. The Contractor will maintain adequate staff to communicate with the County/Votran when requests for information or other questions arise. Responsiveness must be timely.

3. Security

The Contractor shall take all reasonable and necessary precautions to provide security for any equipment provided by the County, as well as for records of operations. The Contractor is required to operate in compliance with Federal Transit Administration security requirements, and with FDOT’s Security Program as outlined in Florida Administrative Code 14.90.

4. Telephone, Fax, and Internet

The Contractor shall equip their administration and supervisory office with email and a dedicated telephone line, and sufficient voice telephone lines to ensure that the supervisors and administrative staff can be reached during service hours.

The Contractor shall be required to provide, at their own expense, a computer with internet connection in order to perform live dispatching through the Votran automated scheduling system and software to download manifests.

VEHICLES

1. Quantity and Condition of Vehicles Provided

The Contractor shall provide a sufficient number of vehicles to meet assigned service levels and shall include spare vehicles to allow for routine servicing, maintenance, repairs, vehicle breakdowns, and similar occurrences as may reasonably be anticipated. Not having a sufficient number of vehicles is not grounds for returning work back to Votran and doing so is grounds for termination of the Contract. All vehicles shall meet the standards set forth in Chapter 427, F.S. New and/or refurbished vehicles used in the transport of wheelchairs and other mobility devices shall meet the requirements of 49 CFR Part 38 of the Americans with Disabilities Act (ADA). The manufacturer or supplier of the vehicle shall supply evidence of compliance in the form of a State of Florida sticker affixed to the vehicle.

All Contractor supplied vehicles must be ADA wheelchair accessible. No non-accessible vehicles will be approved for use while providing service under this Contract. ADA accessible vehicles shall not be older that fifteen (15) years and / shall not have mileage in excess of 350,000.

2. Necessary Capacity and Equipment

All Contract operated vehicles will be outfitted with operable video surveillance equipment that can capture the entirety of the vehicle’s interior. Video footage records will be maintained for a minimum of 10 days.

ADA accessible vehicles shall be accessible and capable of transporting seated passengers and passengers in wheelchairs. Vehicles shall be equipped with at least one (1) front-facing wheelchair securement stations that meet ADA requirements, a two-way communications systems and company name vehicle signage with vehicle number are required. An inventory of vehicles is required and shall include seating capacity and wheelchair capability. Changes in inventory shall be reported to Votran when they occur. Boarding options (steps, ramps, lifts, etc.) shall be ADA compliant – Portable Steps/Stools Are NOT acceptable. ADA accessible vehicles shall not be older that fifteen (15) years and / shall not have mileage in excess of 350,000.

a) The Contractor is required to submit copies of five (5) days of daily inspections reports for each vehicle for each vehicle inspection. The Contractor is required to submit copies of repair invoices for the thirty (30) days prior to the vehicle inspection.

b) Vehicles that failed inspections will be scheduled for re-inspections. Repair documentation must accompany the vehicle when re-inspection takes place.

c) The vehicle inspections will take place at the Votran Administration Offices on Big Tree Rd. in South Daytona.

3. System Safety Program Plan (SSPP)

a) Vehicles operated under the Contract shall meet requirements of Florida Statute 341.061 and Florida Administrative Code 14-90.

b) The Contractor shall ensure each vehicle has a daily defect sheet, and shall maintain these records in accordance with Federal Transit Administration and Florida Department of Transportation requirements. Defect sheets and documented corrective action shall be maintained for a minimum of thirty (30) days for each vehicle.

Failure to maintain daily defects sheets will be grounds for contract termination.

c) Any vehicle that fails to pass a mandated safety inspection, or upon inspection by Votran is determined not to meet all applicable regulations shall be removed from service immediately until the Contractor makes necessary repairs or modifications. The vehicle must pass re-inspection by Votran before returning to service.

4. Cleanliness

a) The Contractor shall maintain the appearance and cleanliness of all vehicles used in service so as to provide a positive public image and appearance. No vehicle shall be operated with accident damage readily apparent to passengers. For cleanliness, reasonable exceptions will be made for usage during inclement weather.

b) Vehicle exteriors shall be washed at least once a week, and before being operated on any day if necessary to maintain a clean exterior appearance.

c) Vehicle interiors shall be swept and emptied of trash at least once daily, and shall be fully cleaned throughout at least once monthly. Vehicles shall be cleaned as needed before operation on any day to maintain the vehicle free of noticeable dirt, spills or odors, to prevent noticeable build- up of grime and grease on interior window surfaces, and to keep wheelchair securement systems free of any deposits that would interfere with their use. Damaged or torn seats or other upholstery shall be replaced promptly. Pest control measures must be applied. Complaints of pests from clients will not be tolerated.

d) Body fluids, which could pose a health hazard to passengers, shall be cleaned up immediately before picking up any additional passengers. Clean up kits shall be available on each vehicle in service.

e) A log shall be maintained to ensure all vehicles are cleaned according to the prescribed schedule. These logs will be made available to County’s Project Manager upon request, and during vehicle inspections.

DRIVERS

1. Driver Selection

The Contractor shall establish a formal selection process that shall include, but not be limited to:

a) Verification that the applicant has an appropriate, valid Florida State driver's license, as well as a commercial driver's license, if required.

b) Verification the applicant has a clean driving record with no points in the past three (3) years.

c) Verification that the applicant is physically capable of safely driving the program vehicles; a pre-employment physical and drug screen shall be required. The Contractor shall be responsible for pre-employment physicals and drug screens.

d) A Florida Department of Law Enforcement criminal background check. No driver shall be employed for service under the Contract that has been convicted of a felony or violent crime. No driver shall be employed for service under the Contract that has been convicted of a non-violent misdemeanor within the past ten (10) years. Drivers with a conviction of a non-violent misdemeanor older than ten (10) years will need approval from County’s Project Manager prior to performing work under the Contract. The Contractor shall be responsible for background checks every two (2) years.

e) A National Sex Offender Database check will be required for all operators. The contractor will perform this check every two (2) years.

f) Verification of proper identification for Department of Homeland Security I-9 purposes.

2. Unsatisfactory Driver Performance

The County reserves the right to enjoin the Contractor from assigning particular drivers to service provided under the Contract. If as a result of a complaint, inspection or other means, information is received about improper, illegal or unsafe conduct of a Contractor's employee, the Contractor will be notified of such findings in writing. Written notice will include details describing the findings on which the decision was made. Some circumstances may arise that require the immediate removal of a contractor’s employee from performing service under the Contract. Upon notification, the Contractor shall immediately remove an employee from service under the Contract.

3. Uniforms

Drivers shall wear an easily recognizable uniform, subject to approval by Votran, with a prominently displayed badge bearing the driver's picture identification. Drivers shall identify themselves verbally to passengers with sight impairments.

4. Driver Training

The Contractor shall provide an approved training and retraining program, to teach and maintain driver proficiency and the necessary skills to provide safe, courteous, efficient service to Votran customers. The driver training program shall include, but not be limited to, the following:

a) Defensive driving by using a program approved by the National Safety Council.

b) Use of all special equipment associated with the job, such as wheelchair lifts, fire extinguishers, and two-way communications systems.

c) Report writing. All written reports to Votran shall be hand written, neatly printed, and contain comprehensive information including but not limited to who, what, when, where and why – Vehicle Number, Location, Passenger Name, Driver Name, Date, Time, and a detailed description.

d) Operating procedures, ADA compliance, including passenger assistance policies, fare collection, vehicle pre-operation checks, use of forms, record keeping and dispatch procedures.

e) Passenger / Customer Service training that meets or exceeds National Rural Transit Assistance Program (RTAP) standards.

f) Familiarization with the service area; passenger assistance techniques, including training in dealing with the disabled and sensitivity training.

g) Relevant policies and procedures contained in an Operator's Manual.

In addition, the driver training program shall include, at a minimum:

h) Annual reviews of individual driver's responsibilities and performance.

i) Semi-annual observations of the driver's on-the-job performance. Supervisors shall ride with the drivers to observe their driving techniques. New drivers shall be road-tested with each different kind of vehicle to be sure they can handle them before customers are carried.

j) Maintaining records for all drivers to verify that the training has been received.

k) Drivers shall be retrained in defensive driving and passenger sensitivity every three (3) years. Individual training records shall be available for inspection by Votran upon request. Votran reserves the right to require the Contractor to provide retraining approved by Votran to any driver at any time that Votran determines that a driver requires retraining.

5. System Safety Program Plan (SSPP) / System Security Plan (SSP) Public Transportation Agency Safety Plans (PTASP) / System Safety Management System (SMS)

a) The Contractor shall establish a safety program, and security program including a system for monitoring driver performance that identifies problem drivers and recognizes good drivers. The program shall include methods for promoting safe driving practices, such as safety incentives and awards, meetings and posters. In addition, these programs must include new hire training and annual refresher training on both safety and security.

b) The Contractor shall have a written SSPP/SSP and shall meet the requirements of Florida Statue 341.061 and Florida Administrative Code 14-90 prior to beginning work under the contract. The Contractor shall be subject to biannual compliance inspections by Votran’s Safety, Training and Security Officer or his/her designee.

c) The Contractor shall have a written Public Transportation Agency Safety Plan / System Safety Management System (SMS) or shall adopt Votran’s plan. The Contractor agrees to operate in compliance with the Federal Transit Administration’s PTASP / SMS program requirements. The Contractor shall submit a safety and security certification to the County annually for the calendar year.

6. Drug/Alcohol Testing

All drivers, as well as other safety sensitive positions, shall be subject to drug/alcohol testing for pre-employment, random, post-accident and reasonable suspicion, as required under Federal Transit Administration (FTA) Regulations and Florida Drug Free Workplace Program. Contractor will be required to use the company currently under contract with the Florida Department of Transportation for its drug testing program. Currently, that is First Source Solutions, formerly known and First Lab. FTA’s drug testing rate is currently 50% http://www.dot.gov/odapc/rates.html for random testing of safety sensitive positions. The Contractor shall test in compliance with FTA / Votran requirements for drug and alcohol testing rates. The Contractor shall pay costs for all drug testing. The fee includes all management services. If the Contractor subcontracts routine maintenance of vehicles the maintenance, the subcontractor is subject to FTA Regulations as well.

7. English Fluency

All drivers shall be sufficiently skilled in the English language to carry on necessary conversations with passengers and the dispatcher, to read a vehicle schedule and fill out required reports. The Contractor is encouraged to hire drivers who can, in addition to English, communicate in Spanish with customers, some of whom have limited or no English-speaking abilities.

8. No Smoking

Drivers shall not smoke, at any time in vehicles used to transport Votran passengers under this Contract and shall not drink or eat at any time in a vehicle while transporting Votran passengers.

9. Driver Records

The Contractor shall maintain a file on each driver that includes the following requirements:

a) An Employment Application

b) A completed I-9 form verifying work eligibility.

c) Photostat of a valid State of Florida driver’s license appropriate for the size of vehicle to be operated.

d) Copies of annual Motor Vehicle Records.

e) Verification the driver is physically capable of safely operating a motor vehicle. The Contractor shall provide a copy of the driver physicals for every current driver to ensure compliance with Florida Administrative Code 41.2 and 14.90. Verification shall consist of a DOT physical exam performed by a State of Florida licensed physician and evidence that a drug screen was performed by a certified laboratory as part of the physical. Every driver shall have a DOT physical exam regardless of the driver having a CDL or a regular driver’s license. DOT physical and drug screens shall be required every two years.

f) Verification that a Florida Department of Law Enforcement (FDLE) criminal background check has been performed once every two (2) years. Drivers who have been in the State of Florida for less than five (5) years shall have a criminal background check from FDLE and from the state of their last residence. No driver shall be allowed to perform duties under the Contract that has been convicted of a felony or violent crime.

g) Verification of National Sex Offender Database Search.

h) All required training shall be documented and signed by both the driver and instructor. Documentation shall include date and type of training.

i) Driver records file shall include records of complaints, commendations, and accident reports.

j) Operations and Customer Service Procedures and Policies.

k) Drivers working/driving hours will be in compliance with Florida Administrative Code 14.90.

10. Votran has a variety of policies and procedures intended to ensure safe, responsible, professional and consistent service. These include cell phone use, service animals, and complaint procedures, among others. The Contractor will be provided copies of applicable policies and procedures upon Contract issuance and shall enforce them. Votran reserves the right to modify policies and procedures at any time.

PASSENGER ASSISTANCE POLICY

1. Door-to-door Service

Transportation provided under the Contract is door-to-door service. Drivers shall provide assistance as necessary from the door where the trip originates to the door of the destination. Drivers shall assist each and every passenger out of the vehicle, to the door of their destination, and make sure that the passenger is safely inside or, if the passenger needs extra assistance, that the passenger is placed with a responsible person. Since many passengers have hidden disabilities, drivers shall escort all passengers and offer to provide assistance even if they do not appear to need it. If a passenger does not wish assistance, the driver shall escort the passenger and visually confirm that the passenger makes it safely inside the building at their destination. Drivers shall exercise tact at all times to ensure passengers' safety and allow them dignity and pride. Driver shall provide assistance to passengers who use wheelchairs up or down one step, but no more than one step without assistance from an escort or assistant provided by the passenger. Drivers are expected to assist with personal belongings of customers, to include property and packages that can be carried by the passenger and/or driver in one trip and can be safely stowed on the vehicle.

2. Unsure Destination

In the event that any confusion occurs about the correct destination to which a passenger is to be taken (e.g., if the passenger says the location is wrong, the building is vacant or the address cannot be located), the driver shall confer with passenger and obtain instructions from Votran. No passenger shall be de-boarded at any address other than the one originally given to the operator without prior approval of the Votran dispatcher.

3. Waiting for and Notifying Passengers

a) Drivers shall wait at least five (5) minutes after the scheduled pick-up time indicated on the manifest or MDT. Time will begin after parking the vehicle and taking reasonable steps to notify the customer that the driver has arrived and is waiting.

b) If the customer cannot be located, it will be considered a no-show and indicated on the manifest. The Contractor's dispatcher must notify the Votran dispatcher immediately of the no-show. No-shows resulting from a Votran error may be billed to Votran. Passengers who cancel at the door may be billed to Votran at a rate of $10.00. Votran staff will make every effort to remove persons who chronically no-show from the system.

c) If a customer is not ready for a return trip home when the driver arrives, customer may be placed on will-call status. This shall be called in to the Votran dispatch office. Once the passenger has called to indicate they are ready for pick-up and the Contractor has been notified the driver shall have two (2) hours to complete the pick-up.

PROJECT MANAGER

1. Responsibilities

The Contractor shall designate a Project Manager located at the Contractor's operating facility. The Contractor’s Project Manager shall regularly advise Votran of times when he or she will not be on-site. The Contractor’s Project Manager shall be the Contractor's principal point of contact with Votran and shall be responsible for overall operations management. The Contractor’s Project Manager's time may be shared with other Contractor's programs but shall be allocated in proportion to level of service provided under each program.

2. The Contractor’s Project Manager shall meet monthly with Votran staff regarding all aspects of the Contractor's responsibilities under the Contract. The Contractor’s Project Manager shall be available when requested by Votran for attendance at meetings with the public, advisory committees, or the Transportation Disadvantaged Local Coordinating Board.

3. Availability and Emergency Phone Numbers

At all times when the Contractor is engaged in Votran operations, the Contractor’s Project Manager or a person of supervisory rank designated by the Contractor’s Project Manager in advance shall be available in person or by telephone or cellphone to comply with this requirement. The Contractor’s Project Manager or the person designated by the Contractor’s Project Manager shall be empowered and qualified to take any reasonably required action in the event of an emergency. The Contractor shall provide emergency phone numbers for all key administrative personnel.

PERFORMANCE STANDARDS

1. In addition to all applicable federal and state laws, Votran service levels are established as part of the Transportation Disadvantaged Service Plan (TDSP). This plan establishes acceptable performance standards for paratransit service including items such as on-time performance and rates for customer complaints.

2. Strict adherence to service performance standards set forth in this document as well as in the TDSP shall be required of service provided by the Contractor. Any violation of the specifications contained herein may result in the assessment of a penalty or non-payment of trip(s). Repeated failure to meet service standards may result in termination of the Contract.

3. It is generally recognized that in order to meet performance expectations, they must be defined clearly and measured consistently. The performance expectations will be consistent with the established performance measures including on time performance, customer complaints, prompt required reporting, and maintaining standards for vehicle inspections. The expectations will be set and accomplished through the establishment of a performance reporting process.

REPORTING CONTRACTOR PERFORMANCE

1. A Performance Report will be provided to the Contractor quarterly. The Performance Report will include feedback regarding important service standards including, but not limited to: Comment by Jacob Lunceford: Should we define what months/deadline for each quarter?

a) On-time Performance

b) Customer Service Commendations and Complaints

c) Compliance Monitoring

d) Service Delivery Issues

e) Contract Adherence

2. The reports will indicate the service delivery strengths of the Contractor as well as areas needing improvement. The Contractor will have an opportunity to comment on the reports and to make corrections if needed. Issues identified in the report will require follow-up action and if significant deficiencies exist an action plan will be required to ensure service delivery improvements are made.

STANDARDS

1. Standards for Vehicle and Driver

A vehicle or driver not meeting the requirements of the Contract as specified shall not carry passengers for Votran. The Contractor shall comply with applicable Americans with Disabilities (ADA), Federal Transit Administration and U.S. Department of Transportation requirements for all those in safety-sensitive positions. All drivers shall be required to wear uniforms and picture identification badges. All vehicles shall be plainly marked with the name of the company in a prominent location.

2. On-Time Performance

The Contractor shall maintain a minimum of 90% on-time performance. Manifests generated by Votran will show the appointment time and estimated pick-up time. Performance shall be measured using the customer appointment time. Driver shall wait five minutes from the driver’s arrival time.

Scheduled trips: Zero minutes late for the time a passenger requests to arrive at a destination. Passengers may be picked up at most, one hour before their scheduled drop off time at a destination.

Will-call return trips: Contractors shall have a vehicle ready to pick up the passenger at the passenger's location within two (2) hours after the time the passenger is ready to return.

On-board ride time: Customer ride time shall not exceed one (1) hour for local trips and two (2) hours for cross-county service.

3. Missed Pick-ups / Missed Trip

The Contractor's personnel shall act in a responsible and competent fashion to assist Votran to be sure scheduled pick-ups are not missed. For purposes of this standard, a missed pick-up, or missed trip is when the passenger is not picked up at all, a pickup is more than one (1) hour late, and /or results in a customer missing an appointment that has to be re-scheduled, shall be considered to have been missed and shall not be reimbursed.

4. Service Availability

The service availability requirements of the Contract are met when:

a) Vehicle and driver meet the requirement of the contract.

b) The Contractor successful performs each trip requested by Votran on time.

c) The Contactor meets the customer service standards as required by the contract.

d) The Contractor meets the accident standards as required by the contract.

e) The Contractor meets the reporting requirements of the contract.

f) The Contractor meets the safety standards, including the drug testing requirements of the Contract.

In cases where service is interrupted because of vehicle breakdown, accident or similar service interruption, the Contractor shall send a relief vehicle and/or driver to resume service within thirty (30) minutes.

The Contractor shall experience no more than one (1) service interruption per 7,500 revenue miles.

5. Accidents

The Contractor shall report all accidents from the scene to Votran dispatch. The Contractor shall be responsible for responding to, investigating, and submitting to Votran a detailed written report within twenty-four (24) hours about any accident that involves vehicles and/or drivers providing service under the Contract. Contractors shall have no more than one (1) preventable accident per one hundred thousand (100,000) miles of service.

Failure to report an accident/incident involving a Votran Customer shall constitute grounds for immediate termination of the Contract.

6. Passenger Complaints

Votran will receive and process all customer complaints. The Contractor is expected to investigate and resolve all Contractor-related service complaints in a timely and satisfactory manner. Complaint reports will be faxed by Votran to the Contractor; a satisfactory response shall be returned within forty-eight (48) hours.

The Contractor shall have no more than 1.7 complaints per one thousand (1,000) customer boardings.

Vehicles shall post signs showing all local telephone numbers for complaints and commendations. Vehicles shall also show the Toll-Free number for the T.D. Ombudsman. Information can be found at: https://ctd.fdot.gov/contactus.htm

Contact Numbers & Email Telephone Number: 1 (800) 983-2435 OR (850) 410-5700 Hearing & Speech Impaired: Call 711 (Florida Only) Florida Relay System Email: CTDOmbudsman@dot.state.fl.us

7. Passenger per Hour/Mile

As a shared ride public transportation system, the goal is to transport customers as cost- effectively as possible by multi-loading vehicles. In order to monitor the efficiency of the system, a benchmark of 2.5 passengers per hour has been established.

Votran will work with the Contractor through scheduling and assigning trips, which can be grouped whenever possible based on geographic location and vehicle capacity.

8. Reporting

The Contractor shall provide reports upon request, which shall include but may not be limited to:

Information as may be required by Federal Transit Administration (FTA) and the Florida Commission for the Transportation Disadvantaged (CTD) such as, Statistical Reports, Florida Department of Transportation - System Safety Program Plan and Security Plan reporting and information requested by the Transportation Planning Organization (TPO) Local Coordinating Board for Performance Reviews. Other reporting requirements shall include but are not limited to the CTD Annual Operating Reports (vehicle supply information, ), FTA substance abuse program statistical reports, and the National Transit Database (NTD) required reports (Monthly Fuel Consumption, End of Year NTD 30).

In addition, the Contractor shall provide reports upon request, which shall include but may not be limited to:

A summary of significant incidents and issues based on the Performance Log specified in Exhibit D. The summary shall include at a minimum a listing of late or missed vehicle schedules, missed pick-ups, service interruptions, and accidents. Initial accident reports are due immediately by phone to Votran dispatch. All written reports and documentation must be given to the County’s Project Manager within twenty-four (24) hours of the accident. Customer Service Complaint responses must be returned to Votran’s Customer Service Manager within forty-eight (48) hours of the request from Votran.

Monthly Energy Consumption report specified in Exhibit E must be sent to County’s Project Manager prior to the 10th of the following month.

9. Vehicle Status Report

The Contractor shall email to the Votran office each morning, prior to the service day, a list of all vehicles in the Contractor's fleet used for service under the Contract. The list shall indicate which vehicles are:

a) Available for service;

b) Used in service and assigned to each run;

c) Undergoing preventive maintenance; and,

d) Undergoing repair; or not available for service for other reasons.

For each vehicle that is not available for service, the report shall indicate the expected time when the vehicle will be available for service.

10. Cooperation

The Contractor shall cooperate with Votran in monitoring service through activities such as passenger surveys and recording passenger boarding, fare payment, Contract compliance, annual SSPP compliance and quality assurance and management reviews.

11. Submitting Manifests

Votran requires paratransit contractors to use available technology to perform service.

The Contractor shall complete manifests, invoices, and/or billings will only be accepted by electronic submission. Hard copies submissions will only be accepted during declared states of emergency, or circumstances that are “Acts of God”.

INCENTIVES / DISINCENTIVES

Service delivery issues may arise that require immediate action to correct the deficiency. In most cases, these issues will be corrected once they are identified. However, repeated problems will be documented and a financial disincentive will be assessed to the Contractor. This penalty is intended to offset the added costs required for Votran to report, monitor, inspect, manage and correct problems that occur. It is just as important to recognize performance that goes above and beyond.

Quarterly Incentives Quarterly Incentives will be paid above the per trip rate as follows:

Exceeding the quarterly on time performance standard of 91% of trips being performed on time based on the data from the on-board technology. - $250.00.

Exceeding the quarterly vehicle inspection standard – vehicle passes inspection the first time - $25.00 for each vehicle that passes inspection the first time.

Exceeding the quarterly accident standard of zero accidents per quarter - $250.00.

Exceeding the quarterly customer service standard of zero justified complaints:

a) Average of three (3) manifest or less per day - $100.00

b) Average of four (4) to six (6) manifests per day - $150.00

c) Average of seven (7) or more manifests per day - $250.00

Quarterly Disincentives

Quarterly Disincentives will be deducted from payment as follows:

Failing to meet the quarterly on time performance standard of 90% of trips being performed on time - $100.00 per Quarter.

Failing to meet the quarterly vehicle inspection standard – failure for a vehicle to pass inspection the first time - $50.00 per vehicle.

Repeated failures for the same vehicle - $50.00 per vehicle for each failed inspection.

Failing to meet the quarterly accident standard of zero accidents per quarter - $100.00 per accident. This disincentive may be waived upon review of evidence showing the accident to be non-preventable. This decision of chargeability will be made by the County’s Project Manager.

Failing to meet the random drug testing requirement - $100.00 per quarter.

Failing to provide the required National Transit Database information (Monthly, Quarterly, Annually), Commission Transportation Disadvantaged (CTD) Annual report data, and any other Federal, State and Local reporting data by provided timeline / deadline. - $500.00 per incident.

Failing to meet the quarterly customer service standard of zero justified complaints - $50.00 per justified complaint.

Failing to use the provided mobile data tablet - $100.00 per incident.

Failing to complete assigned manifest / returning manifest to Votran due to lack of vehicles, or staffing issues - $100.00 per day / per manifest.

Should the disincentives be ineffective, non-conformance will be documented, and the service contract will be terminated. Furthermore, non-compliance of a serious nature will result in immediate termination of the contract.

INVOICES

Invoices will be accepted weekly, but payment will only be processed once a month. Invoices will not be paid until reconciled. Reconciliation will consist of cross checking the manifests, confirmation of fares and tokens collected. All cash, checks and tokens will be given to Votran.

Examples of acceptable invoices are included in Exhibit C.

FEDERAL TRANSIT ADMINISTRATION THIRD PARTY CONTRACT CLAUSES

The Contractor understands, as part of Federal Transit Administration funding, geographical preference was not used for this procurement, additionally the Contractor must complete a System for Awards Management (SAM) registration for doing business with the U.S. Government prior to submittal. The website can be accessed at: www.sam.gov/SAM/pages/public/index.jsf.

The Contractor shall comply with all Federal Transit Administration Third Party Contract Clauses (Exhibit F).