Public Transportation Operating Services

The Vendor is required to provide consulting services for the public transportation operating services.
- Operations Management: contractor shall manage and operate the transit system in accordance with the policies and procedures established by city (hereafter, “city”), and in keeping with good management practices. Day-to-day management and operations shall be vested in an on-site manager, who shall be well versed in all aspects of fixed-route, paratransit, and dispatching operations.
- Responsible senior employee of contractor shall be available at all times, either by telephone or in person, to provide oversight and support, or make major decisions. Contractor shall be responsible for monitoring and reporting all aspects of system operation, including but not limited to: ridership, quality of service, on-time performance (fixed route and paratransit), safety and security, emergency preparedness, coordination of vehicle maintenance, fare distribution and collection, performance of all personnel, complaints, passenger issues, and any other information as may be necessary regarding management of the system.
- Performance requirements: contractor shall strive to maximize ridership, customer service, farebox recovery and on-time performance; while minimizing service interruptions, road calls, collisions and complaints. This shall be accomplished by initial and ongoing employee training, street supervision, random checks, corrective personnel actions, development of an action plan detailing how services will be covered following unanticipated staff call-outs, and standards that may be established by city.
- Monitoring, auditing, and reporting: contractor shall be entirely responsible for the operation of the transit system, although designated city staff shall provide oversight and support, but will not assume any of contractor’s responsibilities. City reserves the right to monitor and audit system operations at any time and to make appropriate recommendations for adjustments, which contractor shall implement in an efficient and timely manner. City shall establish certain reporting requirements on a monthly/annual basis, and may request such reports at any time. The list of required reports includes, but is not limited to: passenger trips, revenue miles, revenue hours, fare collection and revenue handling, road calls, accidents, summary of customer complaints and actions taken, number of missed trips, drug and alcohol testing records (pre-employment, random, post-accident, reasonable suspicion, and follow-up testing), training records, and daily pre-trip inspections.
- Customer service: contractor shall be responsible for the customer service aspect of the transit system, including but not limited to: timely (within 24 business hours) answering of incoming calls, timely response to voice messages, outreach, disseminating information, answering questions, receiving visitors, processing applications, responding to requests, providing system use training, pass sales at the main office and distributing to designated service outlets, driving buses safely and smoothly, and keeping the vehicles clean. Contractor shall be responsible for providing outstanding customer service in keeping with city expectations.