Reso 2020-066 NPSA GOGO Tech Paratransit Operators

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EXHIBIT A SCOPE OF SERVICES The information below describes the most current status of the paratransit program. Depending on the funds available, and the cost of service, these parameters may be expanded or reduced. It is the desire of the City of San Leandro to maximize the level of service that can be provided for the fixed funds available. Consultant will conduct a subsidized senior rides program (the "Program") for Partner's senior residents and residents with disabilities who are 18 years old and are East Bay Paratransit certified ("Customers"). This program is subsidized by the Partner in an effort to support mobility of senior residents and residents with disabilities who are 18 years old and are East Bay Paratransit certified. Responsibilities are as follows. Consultant will design and implement the Program for Partner senior residents and residents with disabilities who are 18 years old and are East Bay Paratransit certified. Consultant will be responsible for the following elements of the Program: GoGoGrandparent. Provide the GoGoGrandparent service to Partner's senior residents and residents with disabilities who are 18 years old and are East Bay Paratransit certified. GoGoGrandparent is an automated hotline that allows Partner's senior residents and residents with disabilities who are 18 years old and are East Bay Paratransit certified to access and use Lyft or Uber with a phone call in accordance with the following process: o Registered Customers call 1 (855) 464 -6872 when they need a ride, and press a digit that corresponds to the location they would like to be picked up at. For example: ■ "Please press 1 for a car to be sent to pick you up from your home" ■ "Please press 2 for a car to be sent to pick you up from where we dropped you off last" ■ "Please press 0 to speak with an operator" • Based on the selection, GoGoGrandparent orders a ride to the selected pickup location through a third party transportation network service, such as Uber or Lyft. It tracks the ride and saves the last location to the Customer's dial tone menu. The ride is monitored: if a driver cancels, GoGo automatically reorders; if a driver is lost an operator is alerted; if a driver tries to communicate with a Customer, Consultant manages that contact. • In addition, GoGoGrandparent provides custom instructions to the Uber or Lyft or other third party transportation network service drivers, tailored to the needs of individual Customers. Operator Support. Operator support is provided 24/7 to Customers at no additional charge. Operator support is provided for: o Answering questions. o Ordering rides when a caller is not at their home or last location. Non -Professional Services Agreement between July 1, 2020 City of San Leandro and GoGo Technology, Inc.—Exhibit B Page 1 of 3