Access-On-Demand Services

The vendor required to provide access-on-demand transportation solutions for agency customers while maintaining innovative mobility solutions and services.
- Customer booking
•    Mobile phone app for both android and apple platforms; and
•    Online or web-based; and
•    Via a provider-based call center
- Response time and availability goal (first service year)
•    Be responsive to any trip request submitted, either notifying the customer of a confirmed booking within five (5) minutes of the customer's request along with an estimated time of arrival or confirming that no available capacity exists to book the trip. 
•    Unfulfilled trips (or confirmed as having no available capacity) must be communicated directly to the customer.
•    Provide service within an average of thirty (30) minutes or less of the requested pick-up time for wav and non-wav trips consistent with ADA paratransit comparability requirements and without disproportionate impacts to any customer group. 
•    Maintain an unfulfilled trip rate of less than 10 percent 
•    Goals may be adjusted each service year.
- Payment options
•    Ability to receive payment from customers for an up-front fare 
•    Ability for customers to pay for the portion of the trip cost above the subsidy, if any. 
•    Ability of the customer to provide a tip to the driver without that amount coming from the subsidy provided by district.
•    Ability to charge different up-front fares based on customer eligibility.
•    Ability to reduce or remove fares for special promotion days or customer eligibility. 
•    Options for unbanked customers: customers must be provided with the ability to pay for their portion of the trip through a provider-provided cash platform, or a fully accessible card or fare media that can be reloaded with cash at local vendors and retailers to provide unbanked customers with full access to access-on-demand services.
•    Ability for district to provide a subsidy per trip.
•    Ability to provide user fraud controls by linking trips to the customer’s access-a-ride id number 
•    Vendor must maintain payment card industry data security standards (PCI DSS) compliance at all times
- Trip limits
•    Ability to limit the number of a customer’s trips.
•    Ability to limit customers to a one-way trip for each booking (where a one-way trip is defined as a pick-up at one address and drop off at a second address).
•    Ability to restrict the number of destinations to one additional stop per trip, if the provider is willing and able to provide trips with more than one destination.
•    Ability to limit the timeframe for use or provide for expirations in customer access based on eligibility status.
•    Ability to limit trips based on customer or account eligibility.
•    Ability to not exceed the subsidy per trip limit
•    Ability to provide basic (non-premium) services
•    Ability to limit to same-day on-demand trips (no pre-booking is allowed).