Agmt 2007 MV Transportation Inc - Laserfiche WebLink

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• Process all trip requests by eligible riders and assign to service according to CITY approved scheduling parameters. • Fare collection and reconciliation. • Service monitoring, complaint investigation and road supervision. • Maintain daily dispatch records of all trip requests, cancellations, no-shows, denials, and completed trips and maintain total daily boardings by scheduled trip, including a breakdown of boardings by persons using a wheelchair. (See Data Collection and Reporting for details.) • Preparation of monthly management reports according to CITY requirements. • Provide CITY with input on scheduling, service planning and policy issues. Provide feedback on bus stop and route changes. 1.7 FACILITY LOCATION The CONSULTANT will be responsible to provide and maintain a facility to adequately accommodate all operational requirements for the CITY service. The facility could be an integrated facility within San Leandro or the communities immediately bordering San Leandro where the CONSULTANT operates one or more contract operations. The facility location is subject to CITY approval based on easy access to the Flex Shuttle service area. 1.8 CUSTOMER SERVICE/COMPLAINTS/INCIDENT REPORTING The CONSULTANT will provide staff coverage between 8:00 AM and 5:00 PM Monday through Friday to provide reservation services, dispatch, record customer comments and complaints and provide general information to the public. These can be shared staff positions with responsibilities for other regional services operated by the CONSULTANT. The CONSULTANT will be responsible for the investigation of all complaints received directly from the public or referred by the CITY. All complaint investigations will begin within two (2) weekdays of receipt. The customer must be contact within 48 hours and final resolution reported to the City within 7 days of the initial complaint. Complaints involving alleged abuse, theft, and similar activities will be investigated immediately upon knowledge of the allegation. In these situations, the CITY will be notified immediately of the issues and investigative action. The CONSULTANT shall report all in-service incidents involving property damage or personal injury accidents, illegal or threatening actions, and unacceptable passenger and/or staff behavior to the CITY immediately upon knowledge of the situation. The CONSULTANT will be responsible for the design and production of complaint investigation report forms (final design is subject to CITY approval), for the maintenance of a complaint log and the submission of a monthly complaint status summary report. 1.9 COMPUTER, TELEPHONE SYSTEM AND DISPATCH CENTER The CONSULTANT will maintain a telephone system, Internet access with an e-mail address, Consulting Services Agreement between January 1, 2008 City of San Leandro and MV Transportation, Inc.--Exhibit A Page 7 of 16