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The CONTRACTOR is responsible for the quality and efficiency of the Flex Shuttle. The CONTRACTOR must provide services in a manner that will maximize productivity and customer service while minimizing expense to the CITY. Service productivity will be measured as the number of passenger boardings per revenue hour. Service Productivity— Passenger Trips Per Hour Flex Shuttle Service 8 Medical Trips 1 - 2 2.5.2. On Time Performance Flex Shuttle Bus On time performance for the Flex Shuttle Bus is determined by the departure and arrival time of each bus at the start/finish point. To be on -time, each bus must depart the start point no later than five (5) minutes after.the scheduled depart time for each run, or arrive back at the finish point no later than five minutes after the scheduled arrival time for each run. The minimum on -time performance measure requires that ninety -seven (97) percent of all scheduled runs depart and arrive at the start/finish point within five (5) minutes of the published schedule time. No bus will depart a designated bus stop before the scheduled depart time. Medical Trips (Dial -a -Ride) On time performance for Medical Trips is determined by whether or not the passenger is picked up between 10 minutes before and 10 minutes after a prescheduled pick -up time. It is expected that CONTRACTOR will achieve 97% on -time performance for Medical Trips. Service On -time Performance Shuttle Bus Achieve 97% on -time performance: "On -time" = all scheduled runs depart and arrive at the start/finish point within 5 minutes of the published schedule time. Medical Trips Achieve 97% on -time performance: (Including Interim Service) "On -time" = passenger is picked up between 10 minutes before and 10 minutes after prescheduled pick -up time. 2.5.3. Bus Dwell Time Non - Professional Services Agreement between July 1, 2011 City of San Leandro and MV Transportation, Inc -- Exhibit A Page 5 of 16