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If the communication center is located outside the local San Leandro exchange, the CONTRACTOR will be responsible for a local phone number for the San Leandro Paratransit Service. The CONTRACTOR will be responsible to provide a central dispatch communication system capable of high quality voice communication with all Flex Shuttle service vehicles. Given the scale of the Flex 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 with CITY approval. 2.10 TRIP BOOKING AND DISPATCH The CONTRACTOR is responsible for all scheduling, dispatching and transportation functions. 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 FLEX 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. Trip requests will be made directly to the CONTRACTOR through telephone calls. CONTRACTOR shall employ a scheduling method to insure maximum trip efficiency. This may include a shared ride program and trip negotiations. 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 if it is possible to provide the trip. 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. 2.11 VEHICLE DEPLOYMENT The CONTRACTOR will schedule driver shifts and vehicles to ensure that the optimum number of vehicles is used to both maximize productivity and minimize service costs. This must be done in such a manner that meets the productivity standards listed in this document. The CONTRACTOR must accommodate both ambulatory and non - ambulatory participants. 2.12 STAFFING The CONTRACTOR will be solely responsible for the hiring, firing and supervision of all employees utilized to carry out the services provided under this AGREEMENT. CONTRACTOR is solely responsible for the satisfactory work performance of all its employees and for payment of all its employees. CONTRACTOR Non - Professional Services Agreement between July 1, 2011 City of San Leandro and MV Transportation, Inc — Exhibit A Page 8 of 16