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CONTRACTOR will be responsible for a local phone number for the City paratransit service. The CONTRACTOR will be responsible to provide a central dispatch communication system capable of high quality voice communication with all paratransit service vehicles over a minimum of one (1) channel dedicated to the City paratransit service. MDTs are acceptable and at the discretion of the CONTRACTOR. Given the scale of the city paratransit service and the anticipated volume of ridership, the Telephone and Communication Center and its functions could be shared with other regional services, operated by the CONTRACTOR. 2.6.4. Trip Booking and Dispatch The CONTRACTOR will be responsible for the staffing of a trip booking and dispatch center. Trip booking staff will be available between 8:00 AM and 5:00 PM Monday through Friday, and dispatchers will be available to maintain radio communication with service vehicles during all service hours_ Dispatch center staff will be responsible to book and schedule trips, and process cancellations. Dispatch center staff may double as customer service representatives and have shared responsibilities with other regional services, operated by the CONTRACTOR. The CONTRACTOR will be responsible to develop and implement a trip booking and scheduling process for the FLEX Shuttle and Out-of--Town Medical Trips that accommodates both advance bookings up to five (5) working days in advance, and real-time, same day trip bookings. To ensure passenger flexibility, same day trip requests will be accommodated within thirty (30) minutes of a scheduled FLEX Shuttle run if it is possible to accommodate the trip_ Same day Out-of--Town Medical Trips will be scheduled when possible. The CONTRACTOR will be responsible to develop parameters that establish how many trips can be accommodated on the FLEX Shuttle between the designated bus stops on each scheduled run. The assignment of all trip requests will be confirmed with the passenger at the time of booking. This will require a trip assignment process that facilitates trip scheduling/assignment at the time the request is made. The FLEX Shuttle offers passengers the option of using the service as walk-ons at the designated bus stops, or to make requests for pick-ups and drop-offs within the area between the pairs of bus stops. Trip requests and the processing of trip requests will only be required for trips that originate between the designated bus EXHIBIT A Page 6 of 13 G:\OliveriParatransitFY 2004-OS\UviV Contract FY 2004-OS