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Alameda County Transportation Improvement Authority <br />Special Transportation for Seniors and People with Disabilities <br />Describe your policies concerning timely pick ups or drop offs, including what window is <br />allowed, if there is a standard for the percentage of pick ups or drop offs that must occur <br />within the window, the policy concerning early pick ups, and whether there is a maximum <br />amount of lateness after which aprovider no-show or missed trip is counted. <br />Response: On-time performance for FLEX Shuttle is determined by the departure and <br />arrival time of each bus at the startlfmish point. To be on time, each bus must depart the <br />Shuttle start point no later than five (5) minutes after the scheduled depart time for each run, <br />or arrive back at the Shuttle finish point no later than five minutes after the scheduled arrival <br />time for each run. The minimum on-time performance measure requires that 97 percent of <br />all scheduled runs depart and arrive at the FLEX start/finish point within 5 minutes of the <br />published schedule time. No bus will depart a designated bus stop before the scheduled <br />depart time. <br />On-time performance for the Curb to Curb Service and Out-of--Town Medical Trips is <br />determined by whether or not the passenger is picked up between 10 minutes before and 10 <br />minutes after a prescheduled pick-up time. It is expected that the provider will achieve 97% <br />on-time performance. <br />Describe your policies concerning the maximum time a rider may be on a vehicle. Indicate if <br />there is a maximum time, and if there is a standard for the percentage of trips that must be <br />completed within this maximum time. <br />Response• <br />To date it has not been necessary to set an maximum ride time. <br />Average ride time for the Curb-to-Curb service is 16 minutes. <br />Average ride time for Out-of--Town Medical service is 25 minutes. <br />One full loop of the Shuttle is one hour. <br />What are your policies for reserving trips? Describe these for each type of trip below. What <br />advance notice is required or allowed? Are there limits on availability? <br />Individual Trip Reservation -Subscriptions (Standing Orders): <br />Individual trip reservation is 3 days in advance, no later than 24 hours. <br />Do not accept standing orders, except for interim service (i.e. dialysis) while individual is <br />waiting for EBP certification. <br />Individual Trip Reservation -Same Day Trips: <br />Curb-to-Curb service has reached capacity and space is typically not available for same day <br />trips. If space is available due to a cancellation, a same day trip will be provided upon <br />request. <br />Group/Program Trips: <br />NA <br />C:\Documents and Settings\lnnyersU.oca1 Settings\Temporary Internet Files\Content.0utlook10E51NYN2\MB Annual Pr°gram <br />Application Cover FY0910.doc <br />Page 8 of 18 <br />