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stops. Reservations and trip assignments are not required for walk-on passengers. Trip assigmments will be made to the scheduled run with sufficient capacity, closest to the time the passenger wants to travel, and traveling in the direction that the passenger wishes to travel. Buses are scheduled to travel in either a clockwise or counterclockwise direction through the service area. To stay on schedule, buses cannot reverse direction to accommodate travel to zones that the bus has already passed through on the particular scheduled run_ Pick-up and drop-off assignments will be made for the time scheduled for route deviation between each designated bus stop. The CONTRACTOR is responsible to maintain daily dispatch logs to include, but not be limited to, a summary of trip requests, trip denials, cancellations, no-shows, wheelchair boardings and completed trips. Completed trip data will be broken out by designated bus stop for walk-ons and by zone for trip requests. Daily incident reports will also be maintained to record schedule adherence, breakdowns, on-site congestion problems, passenger incidents and all accidents. 2.7. KEY PERSONNEL CONTRACTOR will provide two dedicated drivers to the FLEX Shuttle Service. The CONTRACTOR is responsible to recruit, hire, train and supervise qualified staff to assume trip booking, scheduling and dispatch functions, as well as customer service, road supervision, bus operations, fleet maintenance and overall operations management. These positions can be positions that share parallel responsibilities with other regional services operated by the CONTRACTOR from the same facility used for the City paratransit service. The CONTRACTOR will submit their staffing plan and the resume of the proposed operations manager to the CITY for prior approval. For shared time, suffident time must be allocated to the City paratransit service to meet specified coverage requirements and to ensure the management and operation of a cost effective service. The CITY expects that the operations manager will have sufficient time dedicated to the City paratransit service to ensure quality control, the resolution of service problems and incidents, and be available to CITY staff to review performance and resolve issues. The CITY expects that road supervision staff will have sufficient time available to respond to on- road incidents and accidents, monitar driver performance, investigate complaints, provide ongoing driver training and monitor schedule adherence (weekly). EXHIBIT A Page 7 of 13 G:\OliverlParatransitFY 2004-OS\\MV Contract FY 2004-OS