Agmt 2011 MV Transportation Inc - Laserfiche WebLink

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• Process all trip requests by eligible riders and assign to service according to CITY approved scheduling parameters. • Fare collection and reconciliation. • Service monitoring, complaint investigation and road supervision. • Maintain daily dispatch records of all trip requests, cancellations, no- shows, denials, and completed trips and maintain total daily boardings by scheduled trip, including a breakdown of boardings by persons using a wheelchair. (See Data Collection and Reporting for details.) • Preparation of monthly management reports according to CITY requirements. • Provide CITY with input on scheduling, service planning and policy issues. Provide feedback on bus stop and route changes. 2.7 FACILITY LOCATION The CONTRACTOR will be responsible to provide and maintain a facility to adequately accommodate all operational requirements for the CITY service. The facility could be an integrated facility within San Leandro or the communities immediately bordering San Leandro. The facility location is subject to CITY approval based on easy access to the Flex Shuttle service area. 2.8 CUSTOMER SERVICE The CONTRACTOR will provide staff coverage between 8:00 AM and 5:00 PM Monday through Friday to provide reservation services, dispatch, record customer comments and complaints and provide general information to the public. These can be shared staff positions with responsibilities for other regional services operated by the CONTRACTOR. 2.9 COMPUTER, TELEPHONE SYSTEM AND DISPATCH CENTER The CONTRACTOR will maintain a telephone system, Internet access with an e-mail address, and a FAX capability to facilitate communication between the CONTRACTOR and the CITY, and the CONTRACTOR and the public. The CONTRACTOR'S computer system must be capable of communicating with the CITY'S computers to receive timely and accurate billing and program data. The CONTRACTOR must also have a facsimile machine at the dispatch center for communication with the CITY when needed. The CONTRACTOR must dedicate enough staff and rotation telephone lines to ensure that calls are answered promptly. The telephone system must have the capability to queue calls in the order received and a TDD capability for general administrative communication, trip requests and public information. The telephone system utilized must include the ability to inform callers, who have to wait to be served, that their call has been received and that they will be served in turn, and/or provide a means for the caller to leave a message. If a message is left, a retum call must be made within 15 minutes of the initial call. A dedicated number is required for trip bookings and cancellations. A separate telephone line or other means of communication must also be available for communication between the Project Manager and CITY staff in order to respond to emergency situations during service hours. Non - Professional Services Agreement between July 1, 2011 City of San Leandro and MV Transportation, Inc — Exhibit A Page 7 of 16