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PTAC Agenda 04/16/2019 Public Transit Advisory Committee Collier County Government Administration- Building F 3299 Tamiami Trail East – BCC Chambers Third Floor Naples, Florida April 16, 2019 3:00 p.m. 1. Call to Order 2. Roll Call 3. Approval of Agenda 4. Approval of Minutes a. March 19, 2019 Minutes 5. Reports and Presentations a. Ethic Ordinance & Sunshine Laws Presentation – Colleen Greene, Assistance County Attorney b. MV Transportation Contract 6. Committee Action a. Endorsement of FY 20 Budget Expansion Request 7. Member Comments 8. Public Comments 9. Next Meeting Date – May 21, 2019 10. Adjournment Two or more members of the Board of County Commissioners may be present and may participate at the meeting. The subject matter of this meeting may be an item for discussion and action at a future BCC meeting. Collier Area Transit operates in compliance with Federal Transit Administration, (FTA) program requirements and ensures that transit services are made available and equitably distributed, and provides equal AGENDA access and mobility to any person without regard to race, color, or national origin, disability, gender or age. Title VI of the Civil Rights Act of 1964; FTA Circular 4702.1A, "Title VI and Title VI Dependent Guidelines for Federal Transit Administration Recipients. Anyone who required an auxiliary aid or service for effective communication, or other reasonable accommodations in order to participate in this proceeding, should contact the Collier County Facilities Management Department located at 3335 Tamiami Trail East, Naples, Florida 34112 or 239-252-8380 as soon as possible, but no later than 48 hours before the scheduled event. Such reasonable accommodations will be provided at no cost to the individual. Page 1 MINUTES OF THE PUBLIC TRANSIT ADVISORY COMMITTEE MEETING March 19, 2019 LET IT BE REMEMBERED, the Public Transit Advisory Committee in and for the County of Collier, having conducted business herein, met on this date at 3:00 P.M. in REGULAR SESSION at Administrative Building “F”, Third Floor, Collier County Government Complex Naples, Florida with the following members present: ADVISORY COMMITTEE MEMBERS PRESENT: Mr. John DiMarco - Chairman Mr. John Jenkins - Vice-Chairman Mr. James Caton Mr. Arthur Dobberstein Mr. Cliff Donenfeld Mr. Harold Weeks MEMBERS ABSENT: Ms. Sonja Lee Samek - Excused ALSO PRESENT: Ms. Michelle Arnold, Director, Public Transit and Neighborhood Enhancement Mr. Omar DeLeon, Senior Planner, Public Transit and Neighborhood Enhancement Page 2 I. Call to Order Chairman DiMarco called the meeting to order at 3:00 P.M. II. Roll Call Roll call was taken and a quorum was established. III. Approval of Agenda Mr. Weeks entered a motion to approve the March 19, 2019 meeting agenda. Mr. Jenkins seconded the motion. All were in favor. The motion was carried. IV. Approval of Minutes a. February 19, 2019 Mr. Jenkins entered a motion to approve the February 19, 2019 meeting minutes. Mr. Weeks seconded the motion. All were in favor. The motion was carried. V. Committee Action a. New Membership Application Review Applications for renewal of Advisory Committee membership had been submitted by Mr. DiMarco and Mr. Dobberstein. A third individual withdrew their application for consideration of Committee membership. Mr. Jenkins entered a motion to accept the applications for renewal of membership of the Public Transit Advisory Committee for Mr. John DiMarco and Mr. Arthur Dobberstein, for a term of three years. Mr. Donenfeld seconded the motion. All were in favor. The motion was carried. VI. Reports and Presentations a. Presentation regarding Eagle Scout Program – Mr. Barry Zell, Boy Scouts of America Mr. Zell addressed the Advisory Committee on behalf of the Eagle Scout Board of Review to discuss a potential partnership between the Public Transportation Division and the Boy Scouts of America organization. Mr. Zell explained that young men who have risen through the ranks of the Boy Scouts and are prepared to address the Eagle Scout Board of Review must design and construct a project for a non-profit organization, be given appropriate approval, and raise necessary funding. Mr. Zell requested consideration of an Eagle Scout project to construct bus shelters along the CAT routes. Mr. Zell stated this project would not require taxpayer funding, as fundraising for the project would be done by the participating Scouts. Possible sources of funding mentioned included local businesses, law firms, wealth management firms, etc. Mr. Zell noted that approval of the project must first be rendered by the Transit Advisory Committee, prior to presentation to the Board of County Commissioners (BCC). Mr. Zell noted that Collier County is a not-for-profit entity and that the bus shelter project would be viewed as a public service. Page 3 Ms. Arnold stated that Transit would benefit from the Scouts securing funding for the purchase of materials for the construction of the bus shelters, while the Scouts would benefit from the learning process involved in fundraising, working with engineers, permitting, and actual construction of the shelters. Mr. Zell noted that Scouts involved in a project which requires permitting must be actively involved in the permit acquisition process in order to be given approval by Scout Leaders. Further, all plans and specifications for construction of the shelters must also be followed. Mr. Caton inquired as to whether Transit had ever entered into a similar partnership with the Scouts in the past. Ms. Arnold stated that an inquiry had been made in the past by an individual Scout to construct a bus shelter near his school, however the individual was unable to follow up on the project at that time. Transit has been involved with the Scouts in other types of projects in the past; for example, an individual who pursued replacement of a damaged flag pole within the Golden Gate MSTU district, securing funding, and working in an apprentice role with a contractor in permitting, design and landscaping of a replacement flag pole on Golden Gate Parkway. Mr. Caton and Mr. Jenkins both expressed concern for possible liability issues associated with faulty construction of the structures. Ms. Arnold stated that the Scouts would be required to work with a licensed contractor who would oversee the construction and ensure that all local and State building requirements were met. The structures would also be inspected by the County upon completion. Mr. Zell stated that Scouts were required to have adult supervision throughout the process and would not work through the project on their own. Mr. Dobberstein remarked upon the benefits to Transit of the Scouts working with local businesses during the fundraising process and inquired whether purchased advertising would be on the busses or on the shelters. Mr. Zell stated that the initial thought was for advertising to appear on the bus shelters, however this is currently prohibited by the BCC. Mr. Dobberstein pointed out the positive aspects of the Scouts’ display of enthusiasm for CAT, as well as recognition of the importance of Transit within the community and stated this may assist in bolstering a change in the current advertising restrictions. Ms. Arnold stated that an Ordinance Amendment would be required to be presented to the BCC to allow advertising in a way other than currently permitted, which is planned to be presented at the June 2019 BCC meeting. Mr. Weeks inquired as to the number of shelters expected to be constructed and the length of time anticipated for completion of the program. Mr. Zell stated that each shelter would likely require several Scouts working together due to the expense and scope of the project. Mr. Zell was uncertain as to how long the project would take, however stated the project must be completed prior to the Scouts’ 18th birthday, after which they would “age out” of eligibility for Eagle Scout status. Mr. Jenkins was in favor of the project but expressed his concern at the length of time that it may take to receive appropriate project approval by the County, as well as the timeframe for completion of the shelters, stating that the Eagle Board of Review may Page 4 have to approve Eagle status based upon contribution to the project if the Scout ages out prior to completion of the project. Mr. Weeks inquired as to how many bus shelters are needed and if approved, when the partnership with the Scouts may commence. Mr. DeLeon stated that bus stops are regularly evaluated and that shelter locations are identified based upon ridership. The shelters are funded by Federal and State Grants and are sometimes designated for specific areas. In summary, although not an actionable item, each member of the Advisory Committee individually stated their support for the project and for Transit Staff to work with the Boy Scouts of America to move the initiative forward. b. FY20 Expanded Service Request – Mr. DeLeon Mr. DeLeon requested feedback from the Advisory Committee regarding the proposed FY2020 budget request for expanded service. CAT will be pursuing operating funds to enhance the service level on multiple routes, with improvements to include extending service hours on multiple routes, as well as increasing frequency during peak times of the routes. Mr. Dobberstein requested clarification regarding the budget shortfalls which had been discussed with the BCC at a recently held focus group, however now with funds being pursued for expansion of service. Ms. Arnold confirmed that capital funds had to be utilized this year in order to cover operating expenses, however preparations are being done for the FY20 budget, with the number one priority identified as covering the shortfall to avoid the necessity of accessing 5307 capital dollars for operating expenses next year. The second priority is to seek BCC approval for enhancements to routing which are favorable to the public. BCC approval will also be sought at the March 26, 2019 meeting of the single vendor contract, which is a 3-year contract with two renewals, with a commitment to fund the contract through its entirety, addressing the approximately $1M shortfall in covering the contractor salary for the current fiscal year. Mr. Dobberstein pointed out that enhancing the service may bring in more revenue in the form of more riders, which Mr. DeLeon confirmed has been reflected in the increase in estimated fare recovery. Mr. DeLeon went through the proposed increase in route frequencies on routes 25, 11, 12, 15, 19, and 28, the extended hours of operation for routes 11, 17, and 27, as well as the Beach bus route for seasonal service on route 29. Mr. Dobberstein inquired as to how these specific routes were chosen for service enhancements. Mr. DeLeon stated that these routes were identified via the Transit Development Plan (TDP), as well as consideration of other factors, including peak times and ridership. Of note, Route 11 along U.S. 41 provides access to a density of commercial destinations and would be picking up riders at both transfer stations; the Government Center and Creekside. Also of note, route 19, which travels from the City of Immokalee to Naples, will add a morning loop to alleviate issues of crowding on the bus; at times having to turn riders away due to the bus being full. Maximum passenger capacity for the bus is determined by Federal Guidelines, with the driver making the determination that the bus is at capacity Page 5 when all passengers are unable to fit behind a designated white line on the bus. Capacity issues are presently being addressed by the increase in frequency on routes, as well as studying alternative seating layouts to safely accommodate more riders. Presently, the largest bus in service is 40 feet long, with 36 seats. Mr. Caton inquired as to whether prioritization of routes has been done in terms of the funding request, i.e., if the full amount requested is not awarded. Ms. Arnold stated that priorities were ranked beginning with route frequency, followed by extended hours of operation, and finally, route operation. Other additional services were based upon the receipt of grant funding. Mr. Caton pointed out the discrepancy in the report between operating costs and revenue recovery and inquired as to whether this was standard. Mr. DeLeon stated that each route has its own recovery ratio, but an overall 12% system recovery had been estimated, taking into account the potential learning curve for riders to learn the new route changes. Modification is also proposed for a connection between route 27 and route 19, in response to riders having to ride into Naples to the Government Center transfer station to change busses in order to access North Naples destinations. Contingent upon grant funding, additional frequency to route 13 is proposed, facilitated by a new bus purchase. Mr. Donenfeld noted the underserved downtown area where many businesses are located, as well as retirement age residents who no longer drive. Mr. DiMarco stated that the 13 and 14 busses make stops at the CVS downtown and inquired if the route may include traveling on 9th street towards the beach. Mr. DeLeon stated these concerns could be evaluated and discussed in future route planning sessions, also taking into account the potential timing impact caused by extending the route. Mr. Jenkins inquired as to the possibility of constructing a bike lock-up park in the downtown area. Mr. DeLeon stated that it would be difficult to do so due to the narrow right of way downtown, however the Naples Pathways Coalition was studying the possibility of a bike rental program, and a potential partnership with Transit may be a future consideration. Ms. Arnold requested feedback and ultimately endorsement from the Advisory Council on the proposed service enhancements. Mr. Dobberstein stated that sound data collection should clarify necessary service enhancements. Mr. Jenkins was in favor of the proposed service enhancements as a short-term solution, however stated the entire system needed to be reworked. Mr. Donenfeld stated that all improvements to Transit should be aggressively pursued and was in favor of the proposed enhancements. Mr. Caton inquired as to the flexibility of the proposed service changes, i.e., once funding was received and service enhancements were implemented, could changes be made after a designated period of time, to potentially further improve the service. Ms. Arnold stated that Transit is flexible with route planning and does have the ability to re-evaluate route changes after a minimum of six months’ time, allowing for rider education regarding any changes. Several factors are involved with change, including the associated cost, driver assignments, etc. Page 6 Mr. Caton noted that while Transit provides a public service and is not a for-profit organization, incoming revenues should be maximized to offset taxpayer investment. Mr. Caton remarked upon the approximate $103/cost per hour of operation which appears to be in line with similar markets, however inquired as to whether the approximate 12% revenue recovery is thought to be typical or below normal. Mr. DeLeon stated that the goal for Transit agencies had been 20%, however fare recovery is impacted with the decline in ridership. Further, the expansive size of Collier County is a factor, as a greater recovery ratio and lower operating costs would be anticipated in denser populations. The expectation is that the proposed additions in service frequency will result in an increase from the forecasted 12% revenue. Mr. Jenkins stated that the major benefit of Transit is enhancement of quality of life, more so than straight fare recovery. Mr. Caton suggested that this concept be incorporated into the overall story in presentation of the budget. Ms. Arnold stated that feedback from riders along the corridor and at the transfer stations will also be solicited. c. Route Planning – Omar DeLeon Potential routing enhancements, as proposed by Advisory Committee member, Mr. John Jenkins, were shared with Committee members. Mr. Jenkins noted making no changes to the existing routes, but proposes a plan which services the entire county, up to 24 hours a day, providing perimeter, zone, and main corridor “heartbeat” coverage in circular routes, as opposed to the current “strand” system. Outlying routes, i.e., Immokalee, Golden Gate, Marco Island, etc., routes may be overlaid over the proposed core system. Mr. DeLeon noted the cost involved with the proposed changes, as well as components which would need to be evaluated, such as transfers and overall efficiency; however, stated that the Transit Development Plan will be updated in 2020, with the Advisory Committee a stakeholder in the planning process. Mr. Jenkins also proposed entering into an agreement with the Collier Sheriff’s Department and Collier Parks and Recreation Division to create secured bike park facilities at several bus stop locations, which would be security monitored. Suggestions for potential locations include Immokalee/951, Golden Gate Parkway/951, and possibly at Freedom Square. Mr. DiMarco suggested the downtown Naples area as a prime location for a bike park. Mr. Dobberstein noted that the downtown parking garage would be an excellent bike park location and suggested possibly surveying local businesses downtown for feedback on this topic. Mr. DeLeon agreed that evaluation of alternative opportunities to complement Transit should be considered and will be part of the planning process of the Transit Development Plan. Mr. Caton inquired as to the methodology employed in designing the current Transit Development Plan of routing and bus stops; whether it was a manual process or if Transit development type software was used. Mr. DeLeon noted that a consultant was utilized, Tindale-Oliver, who used TBEST software for planning and future development, feedback from major stakeholders, as well as the general public regarding transit routes, times, frequency, etc. Page 7 VII. Member Comments  Mr. Jenkins announced his candidacy for District I Commissioner in the November 2020 election. Ms. Arnold stated she would verify whether a candidate may serve on the Advisory Committee.  Mr. DiMarco stated that more focus should be placed on tourism in increasing ridership.  Mr. DiMarco suggested working with Lee Transit to possibly extend their connection hours of operation to complement the proposed service enhancements for routes 11 and 12. Mr. Deleon agreed that this could be a point of discussion with Lee Transit as part of a regional look at the Transit Development Plan between Collier and Lee Counties. VIII. Public Comments  Mr. Zell suggested a possible reduced bus/bicycle combo fare may be made available to encourage ridership. IX. Next Meeting Date – April 16, 2019 X. Adjournment There being no further business for the good of the County, the meeting was adjourned by order of the Chair. Public Transit Advisory Committee ____________________________________ _________________________________ John DiMarco, Chairman These minutes approved by the Committee on _________________as presented or as amended. EXECUTIVE SUMMARY Repo rts/1-Ii-esentations Item 5a Ethic Oi-clinance & Sunshine Laws 'Presentation Objective: Tlo present Ethic Ordinance & Sunshfiie Laws Presentation to the Committee. Considerations: The County has adopted ail Ethic ordinance that all Advisory, Committee 111einbers appointed by the Board Of COL111ty Co rnni i ssi oilers are expected to abide b.y. Additionally, Florida has a very strict SMIS11ine Law requirement that applies to all Boards and Committees doing business for local jurisdictioii. A representative with the County Attorney's office will be at the ineeting to review both items with the PUblic-rraiisit Advisory Committee. Questions are encouraged. Recommendation: No approval required. Attachment: none Pi-epared by: Date: '-4 t 2 t Dinar De Leo ii., P Ll 1) 1 i c Transit Manager Apps owed by: Michelle Arnold, PTNE Division Director Date: //A EXECUTIVE SUMMARY Reports/Presentations Item 5b MV Contract Approval Objective: To provide the Conuiiittee with an -update on the MV Contract. Considerations: The Board of County Commissioners unanimously approved the contract with MV Transportation, Inc. at their meeting on April 9, 2019, The tern.i. of the contract is for three (3) years, with two possible additional one-year renewals. It is anticipated that amendments to the contract will take place throughout the term as necessary, in response to level of service adjustments that may be requested by the Board. The Scope of Services is organized so that the administrative functions are separated from the cost to provide operating functions for the Fixed Route and Paratransit services. This was done to manage cost as It is anticipated that service adjustments will be made throughout the contract. To ensure high level of service without negatively impacting service quality, Performance Standards have been established in the contract, which includes Incentives and Disincentives. The standards are 'included in Appendix I of the contract and will be used to evaluate operations monthly. The Transit Manager will provide oversight and review all reports and documentation to determine compliance and apply incentives or disincentives where applicable. The application of incentives/disincentives will be applied to the monthly invoices. The Contract will commence on April 1, 2019. The following is the contract cost for the 3 -year period. Scope Description 2019 2020 2021 TOMS (Administrative Cost) $11642,538 $1.1554,512 $x.,595,774 Extended Staffing Bid Alternate $318,027 $3161274 $323.363 Fixed Route $3,500,292 $3,628,,726 $3,715;345 Cost per Revenue Hour $48.66 $50.30 $51-58 CAT Connect/Paratransit $2,,519,907 $2,,584,1538 $217731885_ Cost per Trip $25.90 $25.30 $25.86 Sub -total Cost $7,980,764 $8,o084,.050 $8,408.,244 Start-up Cost $29,057 Contract Total $8,009,821. $8,084,050 $8,408,244 Recommendation: No approval required. Attachment, 1. Performance Standards and Liquidated Damages 11'4-Rx,pared by: Omar De Leon, Public Translt Manag-er VA - Michelle Arnold, PTNE Division Director 2 Date: I/ ` j/, / ? Appendix 1 PERFORMANCE STANDARDS In order to ensure a high standard of performance, services provided by the Contractor are to be operated in a manner that maximizes productivity without negatively impacting service quality for CAT & CAT CONNECT patrons. To assure quality and a high level of customer satisfaction, all performance standards shall be reviewed on an on-going basis and are subject to change as CAT & CAT CONNECT's needs change. If performance standards set forth below are changed by PTNE, the Contractor's performance standards will be immediately changed to meet the new performance standards, upon notice by PTNE to the Contractor. In the event that PTNE changes a performance standard, the parties will engage in dialogue to determine if the change creates a cost impact. PTNE will review each performance factor and reward high achievement (incentives) or make deductions for substandard performance (disincentives). Review periods will be on a monthly basis. Payments or deductions shall be calculated on the Net Contract Amount Paid to the Contractor for Service Operated for the corresponding review period. It is important that the Contractor resolves performance issues promptly. Therefore, PTNE has established performance standards that escalate in severity when not achieved over time. The maximum performance incentive that the Contractor can achieve is listed as the Incentive in the Performance Standard Tables. The Disincentive or Liquidated Damages will escalate according to the consecutive months that the Contractor does not meet the performance standard. The escalator will multiple monthly up to six months for each month the standard is not achieved, with the 6 -month cap assessed monthly until the standard is met. The Contractor will pay the Base Disincentive amount times the number of consecutive months that they fail to achieve the goal objective. The following table demonstrates examples of how the escalation will be applied: Month Result Base Disincentive Formula Base Monthly LDs * Months Liquidated Damage for the Month January 93.4% <$250> $250 * 1 $250.00 February 92% <$1,000> $1,000* 2 $2,000.00 March 93% <$500> $500*3 $1,500.00 April 92.25% <$500> $500*4 $2,000.00 May 92% <$1,000> $1,000*5 $5,000.00 June 93% <$500> $500*6 $3,000.00 July 92% <$1,000> - $3,000.00 August 95% $0.00 ($0.00) * 1 $0.00 May 95% $0.00 ($0.00) * 1 $0.00 A-58 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services CAO The following performance standards establish a range of performance that provides quality service delivery to CAT patrons. The Contractor shall attain the following performance standards: 1. Preventable Accidents per 100,000 Revenue Miles are defined as a transit incident resulting in a fatality or passenger injuring requiring medical transport or involve a non - arson fire and/or a collision between a revenue vehicle and an object such that the amount of all damage exceeds $1,000. As the PTNE definition changes, so will the contract definition. The following outlines the incentives or disincentives for Accidents per 1000,000 Revenue Miles performance range: Preventable Accidents/ 100,000 Revenue Miles Performance Indicators Incentive/ <Disincentive> 15% above Goal 0.80 or less $1,000 10% above Goal 0.81 -0.85 $500 5% above Goal 0.86-0.89 $250 PTNE Goal - 0.90 0.90-0.94 None Up to 5% below Goal 0.95-0.98 <$250> Up to 10% below Goal 0.99-1.13 <$500> 11% below Goal 1.14 and above <$1,000> 2. Total number of passenger trips per revenue vehicle hour. The following outlines the incentives or disincentives for total # of passenger trips per revenue vehicle hour systemwide: Total Passenger trips per revenue vehicle hour Performance Indicators Incentive/ <Disincentive> 15% above Goal 14.95 and above $1,000 10% above Goal 14.3-14.94 $500 5% above Goal 13.95 - 14.29 $250 PTNE Goal —13.0 13.00 - 13.64 None Up to 5% below Goal 12.35 - 12.99 <$250> Up to 10% below Goal 11.70 - 12.34 <$500> 11% below Goal 11.05 or below <$1,000> 3. On-time Performance is defined as the percentage of time that the vehicle departs no earlier than and no more than 5 minutes after the published departure times as shown in the AVAIL schedule adherence report. Incentives and disincentive shall be assessed per route. The following outlines the incentives and disincentive for on-time performance per route: A-59 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services C p0 On -Time Performance Per Route Performance Indicators Incentive/ <Disincentive> 3% above Goal Above 92.1% $1,000 2% above Goal 89.1-92.0% $500 1% above Goal 87.1-89.0% $250 PTNE Goal —87% 85-87% None Up to I% below Goal 83.0-84.9% <$250> Up to 2% below Goal 81.0-82.9% <$500> 3% below Goal 83.0% or below <$1,000> 4. Customer Satisfaction is defined as the overall passenger rating based on a semi-annual customer service report. The response categories are very poor (1), poor (2), fair (3), good (4) and very good (5). The following outlines the incentives and disincentive for customer satisfaction: Semi - Annual Customer Satisfaction Performance Indicators Incentive/ <Disincentive> 15% above Goal Above 4.6 $1,000 10% above Goal 4.4-4.5 $500 5% above Goal 4.2-4.3 $250 PTNE Goal —4.0 3.9-4.1 None Up to 5% below Goal 3.7-3.8 <$250> Up to 10% below Goal 3.57-3.6 <$500> 11% below Goal 3.56 or below <$1,000> The following performance standards establish a range of performance that provides quality service delivery to CAT Connect patrons. The Contractor shall attain the following performance standards: 1. Accidents per 100.000 Revenue Miles are defined as a transit incident resulting in a fatality or passenger injuring requiring medical transport or involve a non -arson fire and/or a collision between a revenue vehicle and an object such that the amount of all damage exceeds $1,000. As the PTNE definition changes, so will the contract definition. The following outlines the incentives or disincentives for Accidents per 100,000 Revenue Miles performance range: Accidents/100,000 Revenue Miles Performance Indicators Incentive/ <Disincentive> 15% above Goal 1.02 or less $1,000 10% above Goal 1,01-1.08 $500 A-60 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services 5% above Goal 1.09-1.14 $250 PTNE Goal — 1.2 1.15-1.25 None Up to 5% below Goal 1.26-1.31 <$250> Up to 10% below Goal 1.32-1.33 <$500> 11% below Goal 1.33 and above <$1,000> 2. Total # of nassenaer complaints per 1.000 Passenger Boarding are defined as complaints including but are not limited to discourtesy, rudeness, eating, drinking, improperly secured patron, improperly operated lift, unscheduled stops, pass ups, getting lost and/or any other negative behavior as reported to PTNE. The following outlines the incentives or disincentives for # of passenger complaints per 1,000 passenger boarding: Passenger Complaints per 1,000 Passenger Boarding Performance Indicators Incentive/ <Disincentive> 15% above Goal 0.43 or less $1,000 10% above Goal 0.45-0.47 $500 5% above Goal 0.48-0.49 $250 PTNE Goal —0.5 0.50-0.52 None Up to 5% below Goal 0.53-0.54 <$250> Up to 10% below Goal 0.55-0.62 <$500> 11% below Goal 0.63 and above <$1,000> 3. On-time Performance is defined as the percentage of trip completed late as defined by the trip timing preference as shown in the schedule adherence report. The following outlines the incentives and disincentive for on-time performance: On -Time Performance Per Route Performance Indicators Incentive/ <Disincentive> 3% above Goal Above 98.5% $1,000 2% above Goal 97.1 -98.4% $500 1 % above Goal 96.1 -97.9% $250 PTNE Goal -96% 94-96% None Up to 1% below Goal 92.0-93.9% <$250> Up to 2% below Goal 89.0-91.9% <$500> 3% below Goal 88.9% or below <$1,000> Customer Satisfaction is defined as the overall passenger rating based on a semi-annual customer service report. The response categories are very poor (1), poor (2), fair (3), A-61 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services CAO good (4) and very good (5). The following outlines the incentives and disincentive for customer satisfaction: Semi - Annual Customer Satisfaction Performance Indicators Incentive/ <Disincentive> 15% above Goal Above 4.6 $1,000 10% above Goal 4.4-4.5 $500 5% above Goal 4.2-4.3 $250 PTNE Goal — 4.0 3.9-4.1 None Up to 5% below Goal 3.7-3.8 <$250> Up to 10% below Goal 3.57-3.6 <$500> 11% below Goal 3.56 or above <$1,000> 5. Average Percentage of Call Abandonment is defined as the overall percentage of calls that are abandoned during hold time in the Queue. Call Center Average Percentage of Abandonment Performance Indicators Incentive/ <Disincentive> 15% above Goal 13.4 or below $1,000 10% above Goal 13.5 to 14.24% $500 5% above Goal 14.25 to 14.99% $250 PTNE Goal —15% of total calls 15% of calls None 5% below Goal 15.01 to 15.75 <$250> 10% below Goal 15.76 to 17.25% <$500> 15% below Goal Above 17.26% <$1,000> 6. Call CenterAverage Time to Handle is defined as the overall time from when a call center agent answers a call to when the call is terminated. Call Center Time to Handle Performance Indicators Incentive/ <Disincentive> Below 1.5 minute $1,000 1.5 — 2.49 minutes $500 2.5 — 3.49 minutes $250 PTNE Goal — 3 minutes 3.5 — 4.5 minutes None 4.5 — 5.5 minutes <$250> 5.5 — 6.5 minutes <$500> Above 6.5 minutes <$1,000> A-62 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services CAO APPENDIX 2 LIQUIDATED DAMAGES Liquidated damages will be assessed for Contractor deficiencies specified herein. Liquidated Damages are not punitive but intended to recover Collier County's cost for the Contractor's deficiencies, lost service or additional work by PTNE for service delivery to the patron. PTNE will consider extenuating circumstances in assessing damages. The Contractor has the ability to control liquidated damages through well trained drivers, re -fresher training, and effective communications with staff. Liquidated damages shall be deducted from any monies due, or which may thereafter become due, to the Contractor under this Contract. Liquidated damages will not be assessed for the above described occurrences arising from causes beyond the control of Contractor as determined by PTNE. In the event the Contractor fails to comply with the following standards, PTNE shall assess liquidated damages as follows: A-63 918-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit operations Management Services CA0 Requirements Liquidated Damage Amount LD1. Contractor must submit complete and $100 for each calendar day late for the monthly accurate reports by the PTNE and/or quarterly reports. established due dates. $500 for each calendar day late after the pre- established date for the yearly report. LD2. The Contractor shall notify PTNE of $100 for each hour beyond the initial 2 -hour every accident or incident window for notification. immediately, but no more than two hours after the occurrence. The Contractor shall submit information accurate) and com tete. LD3. The Contractor shall provide written $250 for each calendar day late after the pre - documentation for any vehicle established timeframe for a report and full accident or incident. The County shall report inclusive of photos. receive written copies of incident and accident reports within 24 hours of occurrence. The Contractor shall provide a full report inclusive of photos and police report within seven calendar days of the accident/incident. The Contractor shall submit reports accurately and com tete. LD4. The Contractor shall be required to Liquidated damages shall be assessed on a develop and administer EEO, Title VI, daily basis from the date of the written notice & Drug and Alcohol policies and until either PTNE or FTA deems compliance programs consistent with Federal, has been met and issues a written notification. State & Local requirements. First violation $500 daily Second violation $1,000 daily Third violation $1,500 daily Fourth violation $2,000 daily LDS. All drivers are required to collect fares $10 per uncollected fare, in addition to the from patrons. amount of the uncollected fares being deducted from the invoice request. A-63 918-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit operations Management Services CA0 A-64 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services C�� Requirements Liquidated Damage Amount LD6. The Contractor shall remove all $250 per occurrence of farebox receipts not farebox receipts from revenue vehicles being secured in the vault room on a daily daily and secure funds in the vault basis. room. LD7. Drivers are required to escort ADA Failure to escort an ADA passenger will result risen ers to and from the door. in an assessment of $100 per incident. LD8. The contractor shall perform the Fixed Excessively late Fixed Route trips will be Route and CAT Connect Services on- assessed $50 per loop for any late time point time and are incentivized when that is late 10 minutes or more. Performance measures are exceeded Fixed Route trips that depart a time point early and dis-incentivized when stated will be assessed $100 per occurrence. performance measure aren't met. On- $50 per Paratransit Trip will be assessed when time performance is an important excessively late. element to an efficient transit system and will affect ridership if not managed. Fixed Route On-Time Performance is derived from the departing time from a series of timing points. The On-time percentage is the percentage of time that the vehicle departs no earlier than 60 seconds and no more than 5 minutes after the published departure from the timing points. Paratransit On-Time Performance is derived depending on what timing preference is used to schedule the trip. A Drop -off Timing Preference Trip is considered Excessively Late when the trip is late for the Drop -off Requested Time by more than 30 minutes. A Pick-up Timing Preference is considered Excessively Late when the passenger arrives at their destination more than 90 minutes after the Pick-up Requested time. A Negotiated Trip Timing Preference is considered Excessively Late when the bus arrives more than 15 minutes past the Trip Pick-u Window. LD9. Drivers are required to record arrival Falsely or erroneously recording of and departure of all trips accurately. Arrive/Perform will result in $50 assessment per incident. A-64 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services C�� A-65 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services Requirements Liquidated Damage Amount LD10. Drivers are required to perform all trips Missed Trips on CAT Connect and complete the full a. CAT Connect - $50 per incident route on the Fixed Route system. b. Fixed Route - $100 per stop Unperformed trips or an incomplete c. Fixed Route - $500 per loop route are considered "missed trips". On the CAT Connect system, a missed trip is as a failure of the vehicle to show up for a scheduled trip and consequently the passenger is not transported or elects not to take the trip. A trip where the passenger cancels the scheduled trip at least 2 hours prior to the scheduled trip, within the cancellation policy is not considered a missed trip. On the Fixed Route system, a missed stop is when the bus does not stop at a specific stop when a passenger is present or never does arrive at the stop. A missed loop is when a bus does not start a loop on time by more than 15 minutes late. A missed loop can be prorated in 25% increments. LD1 1. Call Center Longest Delay in Queue $50 per call when the Queue System hold -time will be less than 10 minutes. is greater than 10 minutes. The Contractor will have adequate call center staff to ensure no caller is stranded in the system Queue for more than 10 minutes. The Contractor will monitor daily call activities and assign key staff to supplement the call center agents when call demand is higher than normal. LD12. The Contractor will be assessed Closed runs due to the unavailability of drivers liquidated damages for any closed run will result in a $250 assessment per run closed. due to staffingshorts es. LD1 3. The Contractor is required to schedule $50 per trip needed to reduce the unscheduled as many trips as requested for the CAT trips percentage to 8% Connect System. The maximum permissible trips that may be left unscheduled per day is to allow less than 8% of CAT Connect total trips to remain unscheduled. A-65 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services A-66 018-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services Requirements Liquidated Damage Amount LD14. Drivers are expected to conduct $25 per day per occurrence for Driver -related themselves in a professional, safe and infractions as documented or reported to courteous manner at all times. Driver PTNE. Infractions include, but are not limited to: a. Employees not in complete proper uniform, while in Revenue Service; b. Driver(s) and/or any other passenger(s) smoking while in the Vehicle at any time; c. Driver(s) who display unprofessionalism over the radio with any personnel: d. Driver(s) who display unprofessionalism to PTNE clients and/or other personnel; e. Driver(s) who fail to properly log in; f. Driver(s) who get lost; and fail to communicate with Dispatch. g. Driver(s) with Lost or Expired Collier County Identification Badges h. Driver(s) leaving vehicle with patrons unattended. i. Driver(s) leaving vehicles unsecured. j. Employees who engage in the purchase or consumption of alcohol, drugs or tobacco products while in full or partial uniform. LD15. The Contractor is expected to care for $50 plus the cost of repair if Communication all County provided equipment and Equipment is found tampered with, abused establish policies and procedures to and/or neglected as identified by PTNE Staff ensure that equipment is not tampered and/or PTNE's repair Contractor. with, abused or neglected. LD16. The Contractor is required to ensure $50 per incident where the provider does not that drivers of all revenue vehicles or maintain paper or electronic documentation of vehicles that may transport all components inspected. passengers conduct Pre/Post Trips $500 for failure of a driver to conduct a inspections. Pre/Post Trip inspection of any deployed vehicle. $50 for inadequate inspection procedures for any safety -sensitive automotive component or equipment. A-66 018-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services A-67 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services 0 Requirements Liquidated Damage Amount LD17. The Contractor is required to maintain $50 per day per vehicle per occurrence for all required vehicles in accordance non-compliant vehicle(s). with terms and conditions of this Contract. Vehicles found to be non- compliant by PTNE or designee after a vehicle inspection, safety or vehicle audit, will be removed from service. Examples of non-compliance include, but are not limited to: a. Vehicle(s) in-service not properly logged into the Radio, MDT or any other required systems; b. Vehicle(s) in-service that are not clean, exterior or interior; c. Vehicle(s) in-service with damaged seats or damaged interiors; d. Vehicle(s) in-service with leaky interiors due to A/C Condensation or any other fluid(s); e. Vehicle(s) with accident damage or body damage; f. Vehicle(s) with graffiti or damages in the driver's area as a result of driver misuse or abuse; g. Vehicle(s) with inoperable Radios or MOT's; h. Vehicle(s) with inoperative interior and/or exterior lights; L Vehicle(s) with lack of current PTNE-issued publications; j. Vehicle(s) with sub -standard climate control LD18. The Contractor is required to maintain $50 per occurrence for not removing trash 2 all bus stop and shelter locations. times per week. $100 for not providing the Monthly Bus Stop Condition and Status report with invoicing documents. $100 per incident for failure to report damage to the bus stop or shelter. A-67 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services 0 A-68 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services CAO Requirements Liquidated Damage Amount The Contractor is expected to submit $50 per day per occurrence for Reporting accurate, complete reports within the Infractions. PTNE established timeframes. Infractions may include failure to submit reports by established dates, submission of inaccurate or incomplete reports, or maintaining proper records. Examples of reporting infractions include, but are not limited to: a. Failure to maintain current records for training documentation, in personnel files for all personnel. At a minimum, this includes: o Drivers' License records o Defensive Driving records o Motor Vehicle records o Background records o Customer Comments and/or other Incident reports b. Failure to conduct and properly document mandatory ride checks. c. Failure to maintain and submit any requested reports as required and/or requested. d. Failure to submit complete and accurate driver manifests. LD19. The Contractor shall faithfully adhere $1,000 per incident discovered where the to all standard MVR, background Contractor failed to adhere to all review screening reviews and driver licensing requirements. and registration requirements. A-68 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services CAO A-69 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services 0 Requirements Liquidated Damage Amount LD20. The Contractor is required to maintain $100 per incident for not maintaining the CCF a compliant Drug and Alcohol program for all tests completed. and maintain documentation of all results and practices. $500 for failure to conduct an annual audit of the drug and alcohol testing facilities used. $100 per employee that is failed to be trained for Drug and Alcohol Training prior to conducting safety sensitive duties. $500 per incident where a supervisor fails to have obtained Reasonable Suspicion Training Certification. $500 per quarter will be assessed for failure to scheduling testing proportionately during scheduled operations $500 for failure to follow Drug and Alcohol Policy and FTA Drug and Alcohol Procedures. $500 for failure to have an FTA/FDOT approved testing facility available for Random, Reasonable Suspicion, and Post Accident Testing during all times operations are conducted. $500 per incidence where a manager or supervisor is not on duty to be available to manage the Drug and Alcohol procedures and policies. $1000 per sub -contractor for failure to administrate sub -contractor drug and alcohol programs. A-69 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services 0 A-70 H18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services `A/ Requirements Liquidated Damage Amount LD21. The Contractor is expected to operate the $100 per occurrence for "Safety Infractions" as systems in a safe and efficient manner. A documented or reported to PTNE. Safety Infraction is an action in which the safety of the patron, the driver, the vehicle, other people, other vehicles and/or property is jeopardized. Safety infractions include, but are not limited to: a. Consumption of food while operating a Vehicle; b. Contractor's personnel who fail to properly complete any and all accident/incident reports regarding CAT or CAP passengers and/or Collier County property including an incomplete D&A decision tree; c. Driver(s) or Street Supervisor(s) not in possession of a valid Florida Driver's License and a Department of Transportation (DOT) medical card, while in Revenue Service; d. Driver(s) who fail to properly notify the Dispatch Office of incidents/accidents/emergency services involving passengers, property and/or Collier County property; e. Failure to conduct pre -trip inspection, including cycling of the wheelchair ramp or lift; f. Failure to make initial contact and maintain contact with Dispatch Office; g. Failure to properly tie down a wheelchair correctly or call out required ADA stops as observed by PTNE staff and/or PTNE representatives (including video playback); h. Improper use of the Radio and/or MDT equipment; L Lack or improper use of Seat Belts for all occupants in the Vehicle; j. Operation of a revenue service with non -trained personnel; k. Operation of a Vehicle while texting; I. Operation of a Vehicle with a cell phone, cell phone ear piece or ear cord; m. Reckless driving; n. Running Red Lights; o. Speeding A-70 H18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services `A/ A-71 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services 9 Requirements Liquidated Damage Amount LD22. PTNE requires full staffing by the 25% of the salary for the time that a key Contractor. personnel position is vacant for over 14 days. $100 per day per vacancies in Supervisory Personnel. All required supervisory positions (starters, street supervisors, service supervisor, and safety personnel) must be covered each day in case of turnover, sickness, vacation or other absences with a qualified replacement. $100 per day for any non PTNE-approved personnel operating a route without PTNE's prior written approval. LD23. County vehicles are to be used for $500 for any occurrence of Contractor using approved purposes only. Collier County vehicles for other than an explicit PTNE approved purpose. LD24. The Contractor shall encourage its $100 per incident after a driver's second such drivers to exercise means to prevent avoidable instance of like damage. instances of avoidable repeat dama a/harm to vehicles. LD25. The Contractor shall perform a $500 per month of less than 20% of total CAT minimum of 20% scheduled trips on Connect trips performed by non -County owned non -County -owned vehicles. (This vehicles. percentage may be revised on an annual basis). LD26. The Contractor will ensure that all $1,000 per door or gate that is left unsecured exterior TOF door are locked after in the evening. hours. The Contractor will ensure that all TOF gates and public access points $50 per event where a vehicle found to be are secure. The Contractor will ensure unlocked. that all vehicles are secure and/or locked when not in use. The $50 per event where equipment or technology Contractor will ensure that all hardware is left unsecured. equipment and technology hardware is secured and accounted for. LD27. The Contractor shall be responsible to $500 per day beyond 15 days of no remove radio programming from non- documentation being provided. County -owned vehicles within 15 days of no longer being used for County CAT Connect trips. Documentation must be provided to the County from a radio vendor that this has occurred. LD28. Failure to properly process "Lost and $100 per item not properly documented or Found" recovered items in a timely each instance where the County policies and manner and/or failure to implement the procedures are not followed. lost and found process in a proper manner. A-71 #18-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services 9 A-72 018-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services CAO Requirements Liquidated Damage Amount LD29. Failure to have a driver assigned to $50 per open position. each fixed route, CAT Connect run, and back-up driver requirement will result in liquidated damages assessed. LD30. The Contractor will be assigned $50 per trip categorized incorrectly. Liquidated Damages where any trip is inappropriately categorized as a No - Show, Cancel on Arrival, Late Cancel, Missed Trip, Same-day Cancel, or Cancel LD31. It is the Contractor's responsibility to $50 per item where the contractor fails to keep all procedures and files up to maintain compliance with documentation. date and in compliance. Should PTNE's random audit find a non- compliant file or proper documentation the Contractor may be assessed liquidated damages. LD32. Failure to conduct and document $50 per road observation needed to increase mandatory ride checks may result in the percentage to 25%. the assessment of liquidated damages. The Contractor will conduct road observations of 25% of the drivers monthly which will include a complete pick up and drop of cycle for CAT Connect and at least 1/4 loop of a fixed route driver. Up to 5 paratransit trips and 5 Fixed routes will be selected by PTNE for evaluation. A-72 018-7382 Collier Area Transit (CAT) Fixed Route, Demand Response Transit, and Transit Operations Management Services CAO Column1 Column2 Description Column3 Column4 Column5 Column6 Estimated Operating Cost Column7 Match Required Net Cost GF Annual FTA 5307 Grant Match (50/50) $ 826,000 $ 413,000 $ 413,000 Route Enhancement Description Loops Headway Off-Peak Daily Revenue Hours Annual Revenue Hours Estimated Operating Cost Estimated Fare Recovery Match Required Net Cost GF 11 Frequency Add 1 Loop To Peak Service 1 90 1.5 460.5 $ 47,616 $ 5,714 $ - $ 41,902 11 Hours of Operation Extend Evening Service By 1 Loop 1 90 1.5 538.5 $ 55,681 $ 6,682 $ - $ 48,999 12 Frequency Add 2 Loops To Peak Service 2 90 3.0 921.0 $ 95,231 $ 11,428 $ - $ 83,804 15 Frequency Add 3 Loops To Peak Service 3 90 4.5 1381.5 $ 142,847 $ 17,142 $ - $ 125,705 17 Hours of Operation Extend Evening Service By 2 Loops 2 90 3.0 1077.0 $ 111,362 $ 13,363 $ - $ 97,998 19 Frequency Add 1 Loop To Morning 1 120 2.0 718.0 $ 74,241 $ 8,909 $ - $ 65,332 25 Frequency Add 2 Loops (Currently The Route Has A Gap During The Day) 2 90 3.0 1077.0 $ 111,362 $ 13,363 $ - $ 97,998 27 Hours of Operation Extend Morning Service By 1 Loop 1 90 1.5 538.5 $ 55,681 $ 6,682 $ - $ 48,999 28 Frequency Add 1 Loop During The Day 1 120 2.0 718.0 $ 74,241 $ 8,909 $ - $ 65,332 29 Route Operation Continue Seasonal Beach Bus Route - Vanderbilt 8 45 6.0 732.0 $ 75,689 $ 9,083 $ - $ 66,606 Total 22 28.0 8162.0 $ 843,951 $ 101,274 $ - $ 742,677 Route Enhancement Description Loops Headway Off-Peak Daily Revenue Hours Annual Revenue Hours Estimated Operating Cost Estimated Fare Recovery Match Required Net Cost GF 13 Frequency Add 4 Loops To Provide Service from 2am-2pm (50/50) 4 4.0 1228.0 $ 126,975 $ 15,237 63,488$ $ 48,251 13 Bus Purchase Purchase Bus To Support Route (80/20) 0 0.0 0.0 $ 480,000 $ - 96,000$ $ 96,000 Total 4 4.0 1228.0 $ 606,975 $ 15,237 $ 159,488 $ 144,251 TOTAL 26 32.0 9390.0 2,276,926$ 116,511$ 572,488$ 1,299,927$ Priority 3 - New Competitive Grant Funded Route Enhancements - State Service Development Grant (x/x) Indicates Match Amounts - County share is after the / Priority 1 - Existing Funding Shortfalls Priority 2 - County Funded Route Enhancements