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In addition to general administration numbers, a dedicated number is required for trip bookings and cancellations. The general administration number is to be used for complaints, public information and administration purposes. If the communication center is located outside the local San Leandro exchange, the CONTRACTOR will be responsible for a phone number for the Flex-Route Shuttle service. The CONTRACTOR will be responsible to provide a central dispatch communication system capable of high quality voice communication with all Flex-Route Shuttle service vehicles over a minimum of one (1) channel dedicated to the Flex-Route Shuttle service. MDTs are acceptable and at the discretion of the CONTRACTOR. Given the scale of the Flex-Route Shuttle 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. D. 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 S:OO PM Monday through Friday, and dispatchers will be available to maintain radio communication with service vehicles during all Flex-Route Shuttle 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 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-Route Shuttle run. The CONTRACTOR will be responsible to develop parameters that establish how many trips can be accommodated 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-Route 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 stops. Reservations and trip assignments are not required for walk-on passengers. EXHIBIT A Page 6 of 13 G:\Oliver\Paratransit\MV Contract Aug 03 -Feb 04