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2.14.1. Service Productivity The CONTRACTOR is responsible for the quality and efficiency of City paratransit services. Service productivity for the FLEX Shuttle will be measured as the number of passenger boardings per revenue hour operator. The service productivity goal for the FLEX is 15 boardings per revenue hour. 2.14.2. On Time Performance On time performance for FLEX is determined by the departure and arrival time of each bus at the FLEX start finish point. To be on-time, each -bus must depart the FLEX start point no later than five (5) minutes after the scheduled depart time for each run, or arrive back at the FLEX finish point no later than five minutes after the scheduled arrival time for each run. The minimum on time performance measure requires that ninety-five (95) percent of all scheduled runs depart and arrive at the FLEX startlfinish point within five (5) minutes of the published schedule time. No bus will depart a designated bus stop before the scheduled depart time. On time performance for Out-of--Town Medical Trips is determined by whether or not the passenger is picked up between i 0 minutes before and 10 minutes after a prescheduled pick-up time. For Group Trips the vehicle must arrive one half hour before the scheduled departure time. The vehicle will remain on location at all times. 2.14.3. In-Service Vehicle Replacement The CONTRACTOR will be expected to provide an appropriate replacement vehicle within sixty (60) minutes of a service disruption resulting from a vehicle breakdown or accident. 2. i 4.4. Incident Reporting The CONTRACTOR is expected to report all accidents and incidents involving property damage or personal injury, illegal or threatening actions, and unacceptable passenger and/or staff behavior to the CITY immediately upon knowledge of the situation. 214.5. Bus Dwell Time Flex-Route Shuttle buses responding to a pick up between the designated bus stops will wait a maximum of two (2) minutes for the passenger before proceeding on without them. Schedules will potentially be tight and longer dwell EXHIBIT A Page 13 of 13 G:\Oliver\ParatransitFY 2004-OS\UviV Contract FY 2004-OS