RID 2.25.10 - RIDE Definitions.pdf

RID 2.25.10: RIDE DEFINITIONS

ADA ADA: Americans with Disabilities Act of 1990 (42 U.S.C. § 12101 et seq.).

A law that was enacted by the U.S. Congress in 1990. This legislation provides civil rights protections to people with disabilities similar to those afforded to individuals on the basis of race, sex, national origin, and religion, consistent with the Civil Rights Act of 1964. It guarantees equal opportunity for individuals with disabilities in employment, public accommodations, transportation, state and local government services, and telecommunications.

Advanced Cancellation

A cancellation made by the Customer prior to the open of business on the day of service.

Business Plan Presented to the MBTA by Contractor in conjunction with the updated Cost Model. Contains plan to achieve targets for the following year and associated initiatives.

Companion An individual allowed to ride alongside a certified RIDE passenger

Complaint An individual instance of communication from a customer with at least one negative issue about a trip or The RIDE service generally. A single Complaint may contain multiple issues. This is not inclusive of commendations or inquiries.

Complaint Issue A specific area of concern or comment as categorized by the MBTA’s complaint management system.

Completed Registered Customer Trip

A trip completed by the Customer (does not include Personal Care Assistances (PCAs) or Companions).

Contract Contract: The document executed by the MBTA and the Contractor, in form and substance as set forth in the General Instructions to Bidder and Bid Form, Contract Terms and Conditions, Scope of Work, and Compensation and Pricing.

Contractor Contractor: The entity with which MBTA executes the Contract.

Cost Model Includes all infrastructure and labor costs necessary to run TRAC. Used to plan and forecast costs for the Contract.

Customer Any person with a disability that prevents them from using the MBTA bus, subway, or trolley (also known as the fixed route) all or some of the time, who has applied for eligibility for The RIDE program, and has been certified as ADA eligible for Paratransit Service by the MBTA.

Dedicated Service Provider (DSP)

A company retained by the MBTA to operate and maintain MBTA-owned revenue vehicles on a dedicated basis onto which trips are scheduled.

Drop-off Window The time span communicated to a RIDE Customer in the booking process, within which a drop-off for an appointment-anchored trip must be completed (refer to the most current RIDE Guide for the Drop-off Window parameter).

Fixed Route MBTA Bus, Trolly, or Subway lines

Fringe costs Refer to cost model? Employee associated costs such as holiday pay, vacation pay, paid time off, 401(k) employer contributions and account administrative fees, health/dental/vision/life insurance, short-term disability, flexible spending account (FSA), employee sick leave, FICA, Medicare, FUTA, SUTA. Please also see the cost model for breakdown.

FTA Federal Transit Administration

Key Personnel Such positions shall be so designated if they hold significant management responsibility over some or all of the operation, and/or they possess unique technical skills which would be difficult to quickly replace. Key Personnel for this Contract shall, at a minimum, include the General Manager, their direct reports, and other senior management.

Labor costs Refer to cost model?

Late Cancellation Contractor also will record a cancellation as a late cancellation if the Customer cancels a trip within 1 hour before scheduled pick-up.

Late Drop-off A completed drop-off will be defined as late if the vehicle arrives at the drop-off location after the Drop-off Window

Late Pickup A completed pickup will be defined as late if the vehicle arrives at the pick-up location after the end of the Pick-up Window.

Massachusetts Bay Transportation Authority (MBTA)

The body politic and corporate and the political subdivision of the Commonwealth of Massachusetts existing pursuant to Mass. Gen. Laws, ch.

161A (as amended). Also referred to herein as the “Authority”

MBTA Transit Safety Plan

A comprehensive federally required document that outlines the activities and processes of the MBTA’s safety program. It establishes the framework for the MBTA’s Safety Management System (SMS) program and applies to Heavy Rail, Light Rail, Bus, and Para-Transit operations.

Missed Trip A missed trip will be defined as a trip that is not completed and includes any of the following situations:

a. The vehicle never arrives at the pickup location

b. The vehicle arrives and leaves before the start of the Pick-up Window and the Customer does not board the vehicle

c. The vehicle arrives after the Pick-up Window and the Customer does not board the vehicle

d. The vehicle does not wait the required five minutes within the Pick-up Window and the Customer does not board the vehicle.

Mobility Center The MBTA’s center providing all accessibility services, including RIDE eligibility, fixed route travel training, and accessible trip planning.

Mobilization The period starting at the date of the execution of the Contract and will continue until the service start date.

Non-Dedicated Service Provider

(NDSP)

A company retained by the MBTA to operate vehicles on a non-dedicated basis onto which trips are scheduled. NDSPs may be technology platforms, traditional taxi fleets, or other companies who work in tandem to provide transportation to The RIDE on an as-needed basis.

Non-duplicative Complaint Issue

Complaint Issue that 1) is not covered by a separate deduction under this Contract and 2) pertains to the Contractor. Complaint Issues related to the following are excluded: Late Pickups, Missed Trips, Late Drop-offs, On-Time Performance, Complaint Response Time, Call Center Hold Time, and Vehicle Operator-Behavior, Vehicle, or Eligibility Center Issues.

Non-Registered Customers

Personal Care Attendant (PCAs) and Companions only

No-Show A trip that has been scheduled and confirmed by TRAC where the vehicle arrives on-time and waits the time minimum required and the customer fails to show up for the scheduled ride or cancels at the door.

NTD National Transit Database

On-board Travel Time

On-board travel time is the time between the departure of the vehicle from the pickup location to the arrival of the vehicle at the destination

On-Demand Trip (or On-Demand Booking)

Where a RIDE Customer books a trip directly through an NDSP’s mobile application, website, or call center. Contrast with Integrated Booking.

On-Time Drop-off A completed drop-off will be defined as on-time if the vehicle arrives at the drop-off location within the Drop-off Window.

On-time performance (OTP)

The percentage of total Scheduled Trips picked-up within the Pick-up Window (for pickup-anchored trips) and dropped-off within the Drop-off Window. An appointment-anchored trip with both a late pickup and late drop-off will only be counted once for the drop-off. No-shows and Late cancellations count as Scheduled Trips with On-time Pick-ups. Missed trips will count as Scheduled Trips that do not have On-time Pick-ups and are considered late.

On-Time Pickup A completed pickup will be defined as on-time if the vehicle arrives at the pick-up location within the Pick-up Window.

Personal Care Attendant (PCA)

Any person who accompanies the RIDE Customer for the purpose of providing travel and other assistance to the RIDE Customer

Pick-up Window The time span provided to a RIDE Customer within which a pick-up for a trip must be completed (refer to the most current Ride Guide for the Pick-up Window parameter).

Productivity The ratio of Completed Registered Customer trips to the number of Revenue Hours as delivered at the end of the day of service

Requested Trips All No-shows, Missed trips, Late cancellations, On-time trips, and Late trips for all Customers. Does not include Same-day Cancellations or Advanced Cancellations.

Revenue Hours Total hours from first pickup to last drop-off minus scheduled breaks.

Same-day Cancellation

A cancellation made by the Customer from the open of business on the day of service up to 1 hour before scheduled pick-up.

Scheduled Productivity

The ratio of Completed Registered Customer trips to the number of Revenue Hours as calculated after the last batch before the start of the day.

Service Hours Total hours from when a Vehicle Operator begins work by departing the garage or terminus until it returns to garage or terminus at the end of their shift.

Service Mix The split between Dedicated Service and Non-dedicated Service, often measure in terms of the percentage of trips served by each type of service, e.g., an 85%/15% service mix means that 85% of the trips are scheduled onto dedicated vehicles while 15% of the trips are assigned to NDSPs.

Service Provider A company retained by the MBTA to operate vehicles onto which trips are scheduled. Includes both Dedicated and Non-Dedicated Service Providers.

Standard Non- Dedicated Service Providers

A company retained by the MBTA to operate on a non-dedicated basis ADA-compliant service onto which trips are scheduled.

Subscription Any one-way trip scheduled by a single service user from the same point of origin to the same destination, on the same days, and at the same times each week. Trips must be scheduled in sets of two or more days per week to be considered subscription trips.

The RIDE THE MBTA’s ADA Complementary Paratransit Service.

The RIDE Access Center (TRAC)

The RIDE's Paratransit centralized operations and control center.

Transportation Management System (TMS)

Software used for scheduling, dispatching, and reservations.

Trip A one-way journey made with a Customer with or without a PCA or Companion on a vehicle

Total Vehicle Miles Total miles from garage pull-out to garage pull-in.

Unmatched Trips Trips that have been booked and the customer given a promise time but have not yet been scheduled to a vehicle.

Valid Complaint A Complaint the Contractor was found, after investigation, to be at fault for.

The investigation shall be performed by the Contractor, the result shall be confirmed by the MBTA, and the final determination is at sole discretion of

MBTA.

Vehicle Revenue Miles

Total miles from first pickup to last drop-off.

Vehicle Operators Any employee, agent, subcontractor, or independent contractor who operates a vehicle used to provide service.

Vehicle Utilization Vehicle utilization is the percentage of time that Service Provider vehicles are in revenue service, calculated as the ratio of Revenue Hours divided by Service Hours, multiplied by 100.

WAV Wheelchair Accessible Vehicle