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DocuSign Envelope ID: A37B6882-9DC4-4354-8C91-CAA3EB6688AF It is the goal of the program to maintain or increase the current high level of productivity for the Flex Shuttle Service. • Flex Shuttle Service: Current = 2 rides/hour, Goal = 10+ rides/hour Number and Type of Vehicles • Shuttle Buses: (4) lift -equipped, 14-16 ambulatory passengers, 2-4 wheelchairs • Approximately 4% of the trips are for non-ambulatory passengers where a lift - equipped vehicle is needed. FY 2020-2022 Estimates: • Shuttle Bus Passenger Total: 1,411/month (turnstile) D. ADJUSTMENTS TO SERVICE The CITY and the CONTRACTOR may develop other service components or make adjustments to the service as needs are identified and as resources allow. The CITY expects to work closely with the CONTRACTOR on such modifications in order to provide efficient and responsive service. No operational changes that affect trip -scheduling, hours of operation, response time or any other characteristic of the service can be made by the CONTRACTOR without the prior written approval of the CITY. IMPORTANT: Flex is an evolving service and the CONTRACTOR must be flexible and willing to problem solve to modify the service to meet demand and maximize ridership. E. SERVICE STANDARDS Service Productivity 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 10 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 Non -Professional Services Agreement between July 1, 2020 City of San Leandro and MV Transportation, Inc.—Exhibit A Page 3 of 14