Backup Documents 01/22/2019 Item #16D13 ORIGINAL DOCUMENTS CHECKLIST & ROUTING SLIP 1 6 D1 3
TO ACCOMPANY ALL ORIGINAL DOCUMENTS SENT TO
THE BOARD OF COUNTY COMMISSIONERS OFFICE F ' • TURE
Print on pink paper. Attach to original document. The completed routing slip and original documents are to;lilt
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Office at the time the item is placed on the agenda. All completed routing slips and original documents must ie e e+`*' r-tier Ery
Office no later than Monday preceding the Board meeting.
**NEW** ROUTING SLIP (JAN 2 2 2018
Complete routing lines#1 through#2 as appropriate for additional signatures,dates,and/or information needed. If e document is already complete with
the exception of the Chairman's signature,draw a line through routing lines#1 through#2,complete the checklist, d forward to the County Attorney Office.
Route to Addressee(s) (List in routing order) Office Inallgtanagernebte
1. Risk Risk Management
2. County Attorney Office County Attorney Office
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4.
)4. BCC Office Board of County / �\
Commissioners ` �S��v \\Z \
4. Minutes and Records Clerk of Court's Office
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1°1 1 �- -
5. Procurement Services Procurement Services 1
PRIMARY CONTACT INFORMATION
Normally the primary contact is the person who created/prepared the Executive Summary. Primary contact information is needed in the event
one of the addressees above,may need to contact staff for additional or missing information.
Name of Primary Staff Ana Reynoso/PURCHASING Contact Information 239-252-8950
Contact/ Department
Agenda Date Item was JANUARY 22,2019 Agenda Item Number 16.D.13.
Approved by the BCC
Type of Document CONTRACT Number of Original 2
Attached Documents Attached
PO number or account N/A 15-6424 MV Contr ct
number if document is MV Contract Transpo ation,
to be recorded
Transportation, Inc.
I .
INSTRUCTIONS & CH ' C IST
Initial the Yes column or mark"N/A"in the Not Applicable c. umn'whi.1 ever is Yes N/A(Not
appropriate. (Initial) Applicable)
1. Does the document require the chairman's original signature STAMP • N/A
2. Does the document need to be sent to another agency for add ional sign,tures? If yes, N/A
provide the Contact Information(Name;Agency;Address;Ph.•e)on - attached sheet.
3. Original document has been signed/initialed for legal sufficiency. 1 documents to be AR
signed by the Chairman,with the exception of most letters,must be reviewed and signed
by the Office of the County Attorney.
4. All handwritten strike-through and revisions have been initialed by the County Attorney's N/A
Office and all other parties except the BCC Chairman and the Clerk to the Board
5. The Chairman's signature line date has been entered as the date of BCC approval of the AR
document or the fmal negotiated contract date whichever is applicable.
6. "Sign here"tabs are placed on the appropriate pages indicating where the Chairman's AR
signature and initials are required.
7. In most cases(some contracts are an exception),the original document and this routing slip N/A
should be provided to the County Attorney Office at the time the item is input into SIRE.
Some documents are time sensitive and require forwarding to Tallahassee within a certain
time frame or the BCC's actions are nullified. Be aware of your deadlines!
8. The document was approved by the BCC on 01/22/2019 and all changes made during
the meeting have been incorporated in the attached document. The County
Attorney's Office has reviewed the changes,if applicable.
9. Initials of attorney verifying that the attached document is the version approved by the
BCC,all changes directed by the BCC have been made,and the document is ready for the ,
Chairman's signature.
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MEMORANDUM
Date: January 29, 2019
To: Ana Reynoso,
Procurement Services
From: Teresa Cannon, Sr. Deputy Clerk
Minutes & Records Department
Re: Second Amendment to Contract #15-6424
"Management Services for CAT Fixed Route and
Paratransit Program"
Contractor: MV Contract Transportation Inc.
Attached for your records is an original of the referenced document above,
(Item #16D13) adopted by the Board of County Commissioners on Tuesday,
January 22, 2019.
The Board's Minutes & Records Department has kept an original as part of the
Board's Official Records.
If you have any questions, please feel free to contact me at 252-8411.
Thank you.
Attachment
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SECOND AMENDMENT TO CONTRACT#15-6424 MANAGEMENT SERVICES CONTRACT FOR THE
COLLIER AREA TRANSIT(CAT) FIXED ROUTE AND PARATRANSIT PROGRAM
THIS AMENDMENT TO AGREEMENT (the "Second Amendment") is made and entered into this
22nd day of January 2019, by and between MV Contract Transportation, Inc., whose address is 2711 N.
Haskell Ave.,Suite 1500, Dallas,Texas 75204(hereinafter referred to as the "Contractor"), and The Board
of County Commissioners of Collier County, Florida, as the governing body of Collier County
("County")(collectively,the "Parties").
RECITALS:
WHEREAS, the Parties entered into an Agreement dated November 10, 2015 ("Agreement"),
wherein the Contractor agreed to provide Transit Operations Services to Collier County in accordance with
the terms and conditions of Contract# 15-6424, the Management Services Contract for the Collier Area
Transit (CAT) Fixed Route and Paratransit Program; and
WHEREAS, based upon lessons learned through the implementation of the Agreement the Parties
entered into an Amendment to Contract#15-6424 on February 13,2018 modifying the Scope of Services,
including but not limited to the Operating Standards, Hiring Requirements, Training, Performance
Standards and the Liquidated Damages provisions to promote the efficient operation of the transit system
benefit the public; and
WHEREAS, upon further review of the transit system County staff determined that the CAT Fixed
Route and Paratransit system would be improved by consolidating the Transit Operations Services
provided by Contractor with the Scheduling and Dispatch Services,which are currently being provided by
a different vendor, Medical Transportation Management, Inc. d/b/a Southeast MTM, Inc. ("MTM") under
that same contract number; and
WHEREAS, in July 2018 County staff posted a new solicitation seeking a single contractor to
provide both Transit Operations and Scheduling and Dispatch Services to provide a streamlined, more
integrated management of the transit system and is currently negotiating with the Contractor as the
recommended provider under a new contract to provide both services; and
WHEREAS, the Public Services Department Head and staff also recommends this Second
Amendment to promote a smooth and more orderly transition from the existing two vendor transit
services arrangement to a single vendor system without disrupting service to the public; and
WHEREAS, after reasoned consideration by the Board of County Commissioners,the Board finds
that this Amendment enhances the County's transportation system and is in the public interest.
NOW,THEREFORE,in consideration of the mutual covenants and agreements set forth herein and
for other valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the
County and Contractor agree that the Agreement shall and hereby is amended and modified on the terms
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provided herein:
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Terms and Conditions
1. The preceding recitals are true and correct and are incorporated into this Amendment by reference.
2. The following changes are being made to the below contract sections (deletions struckthrough,
additions underscored). All other sections and subparts of Contract# 15-6424 not addressed below
shall remain unchanged.
Management Services Contract for the Collier Area Transit(CAT) Fixed Route and Paratransit Program.
3. COMPENSATION. The County shall pay the Contractor for the performance of this Agreement upon
completion of the work depicted in the Scope of Services, Exhibit I, as accepted and approved by the
County Project Manager, or Designee, pursuant to the fees as set forth in Exhibit II Pricing Structure
and Exhibit II Addendum to Pricing Structure. Payment(s) will be made upon receipt of a proper
invoice and in compliance with Chapter 218 Fla. Stats., otherwise known as the "Local Government
Prompt Payment Act".
* * * * *
3.3 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 & Collier Area Paratransit (CAP) 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& CAP's needs change. If performance standards set forth below
are changed by Collier County PTNE Division, the Contractor's performance standards will be
immediately changed to meet the new performance standards, upon notice by PTNE to the
Contractor.
PTNE will review each performance factor and reward high achievement (incentives) or make
deductions for substandard performance (disincentives) (See Exhibit I - Scope of Services).
Generally, performance standards reviews will occur monthly. Review periods arc generally
every six (6) months. Cash payments or deductions shall be calculated on the Net Contract
Amount Paid to the Contractor for Service Operated for the corresponding review period. M
incentives achieved or incentive payments the Contractor receives from Collier County shall be
distributed 100%among the Contractor's drivers,starters,safety supervisors and other non key
personnel who directly contributed to the operations success of the Contract during the review
period being evaluated. In order to be included in the incentive payments, the employee must
ensure that all incentives arc distributed according to the Contract.
* * * * *
25. KEY PERSONNEL/STAFFING. The Contractor's personnel and management to be utilized for this
project shall be knowledgeable in their areas of expertise. The County reserves the right to perform
investigations as may be deemed necessary to ensure that competent persons will be utilized in the
performance of the contract. Should the County find that one or more of the Contractor's personnel
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assigned to this contract does not possess the knowledge or expertise desired, the County may ask
for him/her to be replaced. The Contractor shall assign as many people as necessary to complete the
services on a timely basis,and each person assigned shall be available for an amount of time adequate
to meet the required service dates. The Contractor shall not change Key Personnel unless the
following conditions are met: (1) Proposed replacements have substantially the same or better
qualifications and/or experience.(2)that the County is notified in writing as far in advance as possible.
The Contractor shall make commercially reasonable efforts to notify Collier County within seven (7)
days of the change.The County retains final approval of proposed replacement personnel.
* * * * *
Exhibit A-1 Scope of Service
1.0 GENERAL
1.1 Services
The Public Transit & Neighborhood Enhancement (PINE) Division, a division of the Public Services
Department of Collier County Government is charged with providing fixed route and paratransit
operations.This Scope of Service covers the requirements for the Contractor to perform and deliver
all fixed route and paratransit scheduling, dispatching, call center, and intelligent transportation
system administrative services hereinafter referred to as S&D for Collier County; and all fixed route
transit operations; hereinafter referred to as Collier Area Transit (CAT) and paratransit service
hereinafter referred to as Collier Area Paratransit (CAP) utilizing County owned and maintained
vehicles and Contractor owned and Contractor maintained vehicles for Collier County. The
Contractor shall provide all resources required to operate a turnkey operation to deliver services
which includes but is not limited to, management, personnel, administration, supplies, equipment,
services to manage and administer for all of the requirements of this Contract.The Contractor shall
operate a specific number of CAT&CAP provided vehicles as well as Contractor provided vehicles.
The Contractor shall comply with all applicable federal, state and local regulations.The Contractor
shall be responsible for all fees, licenses, and permits, and/or fines and penalties as a result of
operating CAT and CAP under the terms and conditions of this Contract.The requirements listed in
this Scope of Service for personnel, vehicles, equipment, assets and other resources are minimum
requirements.
1.2 Glossary
The term "customer service representative" and "call taker" shall be used interchangeably
throughout this Scope.
The term "dedicated service" means all vehicles that are solely dedicated exclusively to the
transportation of Collier Area Transit or Collier Area Paratransit patrons. The Contractor shall
comply with all applicable requirements of Local, State, Federal and Original Equipment
Manufacturer(OEM)safety and mechanical operating and maintenance standards for the particular
vehicles and models used under this Contract and in accordance with this Scope of Service.
The term "passenger", "patron" or"client" shall be used interchangeably throughout this Scope.
The term "paratransit" and "Collier Area Paratransit (CAP)" shall be used interchangeably
throughout this Scope.
The term "fixed route" and "Collier Area Transit (CAT)" shall be used interchangeably throughout
this Scope.
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1.3 Americans with Disabilities Act (ADA)
The Americans with Disabilities Act of 1990(ADA) requires that"public entities which provide fixed
route public transportation service must offer comparable Paratransit service to individuals with
disabilities who are unable to use the fixed route system." Collier Area Transit provides
complementary ADA service to qualifying passengers whose origin and destination are within 3/4
of a fixed route. Collier Area Transit's Paratransit Service is CAP.A separate vendor This Scope will
provide passenger eligibility assessments, routing, scheduling, and service development and
planning, travel training, customer service, dispatching and reservations for all paratransit
programs.The Contractor shall be knowledgeable and experienced in ADA policy and best practices.
This shall include, but not be limited to, personal care attendants, service animals and reasonable
accommodations. Hours of operation for ADA trips pick up may be comparable to the operation
hours of the Fixed Route schedule. ADA trips cannot be denied.
1.4 Transportation Disadvantaged (TD)
The Transportation Disadvantaged (TD) program provides service to people residing areas where
CAT fixed route bus service is not available and have no other means of transportation.A separate
vendor This Scope will provide passenger eligibility assessments, routing, scheduling, and service
development and planning, travel training, customer service, dispatching and reservations for all
paratransit programs.The Contractor shall be knowledgeable and experienced in paratransit policy
and best practices. This shall include, but not be limited to, personal care attendants, service
animals and reasonable accommodations. The number of trips provided is based on needs but are
also controlled by the availability of funding. Hours of operation for Transportation Disadvantaged
trips pick up may be as early as 4:00 a.m. and the latest pickup time may be as late at 6:00 p.m.
Saturdays and Sundays may be reserved for medical and religious trips only. In addition, the
individual's trip origin and/or destination must reside outside the ADA corridor.
1.7 Scope of Work
The Contractor shall be prepared to provide all resources necessary to operate and administer call
centers, paratransit eligibility assessments and application processing, travel training, attendance
at special events, assistance with all aspects of the Intelligent Transportation System (including
planning, troubleshooting, assistance with implementation and maintenance of the system),
planning services, dispatching, revenue reconciliation, information verification, customer service
surveys, etc.The Contractor shall provide all resources and administration required to operate the
services outlined in this scope and to be consistent with federal, state, local regulations including
the Transit Development Plan (TDP) and Transportation Disadvantaged Service Plan (TDSP). The
Contractor shall be required to provide all administrative components for FTA/ADA compliance.At
minimum,these shall include:ADA compliance,community outreach,paratransit application intake
and processing, paratransit service eligibility and suspension appeals, paratransit eligibility
determinations and certifications, information centers, policy administration, travel/mobility
training, trip route planning & scheduling, call center services, all paratransit trips via a
computerized system, ad-hoc reporting, trip reconciliations of all trips by the end of the following
business day, schedule to be able to maintain on-time performance standards, and zero ADA trip
denials. PINE will have control of all policy matters relating to the S&D, CAT& CAP services, at a
minimum to include standards of service, service area, hours of operations and the setting of fare
rates and fare media. The Contractor shall ensure that all services are operated and delivered in a
safe, courteous, customer-friendly, reliable and in a timely manner and that the passengers' best
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interests are of foremost concern. Rates for both fixed route and paratransit shall be set for the
initial term of the contract.
2.0 CAT&CAP SERVICE
2.1 CAT Service
The Contractor shall be prepared to provide all resources necessary to operate the S&D Call Center.
PTNE representatives may observe the Contractor's call center operation to monitor compliance
with the Contract and CATs performance standards. Failure to operate the call center operations
efficiently and/or in the patrons' best interests may result in the assessment of liquidated damages
and/or the removal of personnel. The Contractor shall be responsible for having staff and
management in place to answer patron calls, sell fares and rent bicycle lockers, Monday through
Saturday, 6:00 a.m. to 6 p.m. at both the Radio Road Administration Center&the Transfer Facility
at the Government Center.Also, Sunday from 8:00 a.m. to 5 p.m. at the Transfer Facility located at
the Government Center.
The Contractor shall be prepared to provide all resources necessary to operate the estimated
number of revenue hours as projected. PTNE representatives may ride in the Contractor operated
vehicles with or without prior notice to the Contractor to monitor compliance with the Contract and
PTNE's performance standards. Failure to operate the CAT Services safely and/or in the patrons'
best interests may result in the assessment of liquidated damages and/or the removal of personnel
from revenue service. Liquidated damages are not punitive but intended to recover PTNE's cost for
poor delivery of service.
2.1.1 CAT Operating Standards
PTNE has established the following operating standards to which the Contractor shall
meet or exceed during Year 1 of the Contract:
A. The Contractor shall maintain a productivity of at least 17.0 13.0 passenger trips per
Revenue Vehicle Hour(RVH),without compromising service, safety, punctuality or quality
for the first year of the contract.
B. The Contractor shall operate each route in a manner to maintain on time performance
of at least 95%87%,as shown in the Avail report. On-time performance will be evaluated
on a per route basis. On time is defined as the time that the vehicle departs no earlier
than and no more than five (5) minutes after the published departure times.
C. The Contractor shall maintain an overall passenger customer service rating of four(4)
based on a semi-annual customer service report.The response categories will be very
poor(1), poor(2),fair(3),good (4),and very good (5).
D. If patrons are unable to make a connection due to their bus not running on time,the
Contractor shall make every effort to have the passenger transported at a minimum to the
bus that they intended to transfer to.
E. There shall be no more than 0.90 accidents per 100,000 miles.
F. 80%of all calls answered within 2 minutes.
G. 100%of all calls answered within 3 minutes
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H. Reconciliation of revenues collected for the sale of passes by customer service
representatives shall be 100%accurate.
Year two (2) and beyond operating standards will be provided to the Contractor by
September 1 each year. If new operating standards are not provided by September 1,the
prior year standards shall remain in effect.
2.2 CAP Service
The Contractor shall be prepared to provide all resources necessary to operate the S&D Call Center.
PTNE representatives may observe the Contractor's call center operation to monitor compliance
with the Contract and CAP's performance standards.The Contractor shall be responsible for having
staff and management in place to answer patron calls, sell fares, eligibility application processing,
eligibility assessment, Monday through Saturday, 6:00 a.m. to 6:00 p.m. at both the Radio Road
Administration Center & the Transfer Facility at the Government Center. Also, Sunday from 8:00
a.m.to 5:00 p.m.at the Transfer Facility located at the Government Center. In addition, staff must
be available to schedule and assign trips accordance with policies and procedures. Failure to
operate the call center operations efficiently and/or in the patrons' best interests may result in the
assessment of liquidated damages and/or the removal of personnel.
The Contractor shall be prepared to provide all resources necessary to operate the trips assigned.
PTNE representatives may ride in the Contractor operated vehicles with or without prior notice to
the Contractor to monitor compliance with the Contract and PTNE's performance standards. Failure
to operate the CAP Services safely and/or in the patrons'best interests may result in the assessment
of liquidated damages and/or the removal of personnel from revenue service. Liquidated damages
are not punitive but intended to recover PTNE's cost for poor delivery of service.
Each non-County owned vehicle shall be equipped with a two-radio that is compatible with the
County system. At such time that the vehicle is no longer providing service to CAP,the Contractor
shall provide documentation that the radio programming has been removed. Failure to remove the
programming and provide documentation shall result in liquidated damages being assessed.
2.2.1.1 CAP Operating Standards
PTNE has established the following operating standards to which the Contractor shall meet or
exceed during Year one (1)of the Contract:
A. Trips may be scheduled up to 5:00 p.m.for service the next day.
B. Passengers are not given a set pick-up time. Instead they are told to be ready for their ride to
arrive from between one to two hours before their appointment time. This window is
dependent on the service area of the pick-up and drop-off points. The service areas are
defined as the Naples Service Area, Golden Gate Estates Service Area, Marco Island Service
Area and Immokalee Service Area. Trips within one service area have a one-hour window.
Trips between service areas have a two-hour window. The one to two-hour windows are
inclusive of travel time between pick-up and drop-off. PTNE reserves the right to modify the
service area windows process and move to a "Negotiated Trip Procedure". When the
procedure is used, passengers are given a specific pick-up time and will need to be ready at
that time. The bus will have a 30-minutes pick-up window starting at the negotiated time to
arrive for passenger pick-up. The Scheduling Contractor may negotiate special pick-up
arrangements with the customer, in advance, as the situation dictates. These arrangements
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shall be documented and maintain on file to distinguish these trips from regularly scheduled
trips for determining on-time performance. Medical appointments and employment must
follow the 30 minutes early to zero minute's late policy.
C. Three or more passengers dropped-off-and/or picked-up at the same location constitute a
group trip.The Scheduling Contractor may negotiate special arrangements with the customer
or agency, in advance, for a group trip. These special arrangements will be documented and
evaluated separately for on-time performance. Every effort will be made to keep the ride
times within the service window for these trips.
D. The pick-up process for return trips is the same as the originating trip or may be negotiated
between the passenger and the Contractor. Depending on the location, the window may be
one to two hours. Expectations are that travel within a single service area will be within the
one-hour window and trips between service areas will have a two-hour window.
E. PTNE allows will-call trips,when patrons have missed their scheduled trips, and are placed on
hold for the next available pick-up. An alternate pick-up solution must be offered within one-
hour from the time that the will call request was made. When the alternate pick-up time is
provided the pick-up time will fall under the negotiated trip procedure.
F. PTNE has a "No Strand" policy. At no time shall a CAP patron be stranded away from home.
Every attempt should be made to complete the trip.
G. PTNE has a zero tolerance of refusal to pay policy: If the passenger does not have the
appropriate amount to pay their fare, transportation will not be provided. However, if the
passenger refuses to pay for the return trip,the no strand policy will override.The passenger
will not be eligible to reserve a future trip until payment of their fare has been fulfilled.
H. PTNE only allows each trip to have one destination. Brief stops at locations before the
scheduled destination will not be allowed. If multiple destinations are needed, each section
of the trip must be scheduled separately, and the rider must pay a fare for each ride.
I. Individuals requiring special assistance must have a personal care attendant (PCA). The PCA
must be an adult and must be able to provide necessary assistance to the passenger.
J. All passengers under the age of 5 and fewer than 50 pounds will be required to use a child
restraint device.This device must be provided by the parent or sponsoring agency.
K. Passengers will be allowed to bring up to four shopping bags onto the vehicle. Bags must fit
under the passenger's seat, and/or on their lap.
L. PTNE's no-show/late cancellation policy states that all scheduled trips must be canceled at
least 2 hours prior to the scheduled trip in order to avoid being deemed a "No Show".
Passengers are not responsible for "no-shows" due to sudden illness, family or personal
emergency,transit connection or appointment delays,extreme weather conditions,operator
error or other unforeseen reasons for which it's not possible to call to cancel or take the trip
as scheduled. late Cancellations and/or No-Shows may result in suspension of service. The
contractor must work with the customer service contractor to verify that a late cancellation
or no-show charge is valid so as to not inaccurately assess a suspension to a patron.
M. The Contractor shall schedule and operate in a manner to maintain system efficiency and on
time performance of at least 96%. On-time performance will be evaluated based on the
percentage of trips completed late as defined by the trip timing preference as shown in the
schedule adherence report.
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N. There shall be no more than 1.2 accidents per 100,000 miles.
O. There shall be no more than 0.50 passenger complaints per 1,000 passenger boardings.
P. A minimum of 20% of trips shall be provided by non-County owned vehicles on a monthly
basis.
Q. A minimum 20%spare ratio shall be maintained for County owned vehicles.
R. The Contractor shall perform all trip on the paratransit system and all stops and loops on the
Fixed Route system. There shall be zero missed trips for paratransit, zero missed stops for
fixed route, and zero missed loops for fixed route unless extenuating circumstances prevail.
S. 80%of all calls answered within 2 minutes.
T. 100%of all calls answered within 3 minutes.
U. All applications processed within Federal guidelines.
V. 100%of eligibility assessments completed each month within 21 days of receipt of completed
application.
W. Reconciliation of revenues collected for the sale of passes by customer service
representatives shall be 100%accurate.
2.2 Administrative Service
The Contractor shall be prepared to provide all resources necessary to reconcile all fare revenue
collections, prepare deposit for pick up, paratransit ticket reconciliation, conduct and compile
customer service surveys, reconcile all reports, and validate all reports. PTNE representatives may
observe the Contractor's revenue reconciliation operation to monitor compliance with the Contract
performance standards. Failure to operate the reconciliation operations safely and securely may
result in the assessment of liquidated damages and/or the removal of personnel. Liquidated
damages are not punitive but intended to recover PTNE's cost for poor delivery of service.
2.2.1 Administrative Operating Standards
PTNE has established the following operating standards to which the Contractor shall meet or
exceed during Year One (1) of the Contract:
• All revenue reconciliation must be completed with 2 individuals present in accordance with
policies and procedures.
• Customer Service surveys must be administered at least 2 times per year.
2.3 Intelligent Transportation System Coordination
The Contractor shall be prepared to provide all resources necessary to troubleshoot and plan for
the systems intelligent transportation systems. Existing intelligent transportation systems include
Fare Logistics/Trapeze, Route Match,Avail(Automatic Vehicle Locator&Voice Annunciator),Zona r,
Google Transit.PTNE anticipated mobile application development(by a separate vendor)in the near
future, it is anticipated that the Contractor shall assist in the planning and implementation of future
ITS systems,including but not limited to,transit signal priority,closed mic,mobile app development,
real time Google Transit feed. Failure to maintain the ITS system in an operable state may result in
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the assessment of liquidated damages and/or the removal of personnel. Liquidated damages are
not punitive but intended to recover PTNE's cost for poor delivery of service.
2.3.1 Information Technology Operating Standards
PTNE has established the following operating standards to which the Contractor shall meet or
exceed during Year One (1)of the Contract:
• All revenue vehicles must have a fully operational ITS.
2.4 Mobility Management Service
The Contractor shall be prepared to provide all resources necessary to developing and
implementing mobility management plans, travel training and coordinating all aspects of
paratransit application, eligibility and assessments. PTNE representatives may observe the
Contractor's operation to monitor compliance with the Contract performance standards. Failure to
operate in the patrons' best interests may result in the assessment of liquidated damages and/or
the removal of personnel. Liquidated damages are not punitive but intended to recover PTNE's cost
for poor delivery of service.
2.4.1 Mobility Management Operating Standards
PTNE has established the following operating standards to which the Contractor shall meet or
exceed during Year one (1)of the Contract:
• All paratransit applications must be processed within twenty-one (21) days of receiving a
complete application.
• Recertification of paratransit passengers shall be conducted every three (3)years.
• Develop and implement a passenger assessment program within six (6) months of the
Contract.
• Develop and begin implementation of a travel training program within six (6) months of the
start of the Contract.
• Develop a plan to transition customers from paratransit to fixed route within six (6) months
of the start of the Contract.
• Attend monthly meetings to educate staff, customers and agencies on mobility options.
2.5 Planning Services
The Contractor shall be prepared to provide all resources necessary to plan for system
improvements and growth.This includes but is not limited to bus routes, schedules, day and hours
of operation, bus stop locations, location of bus stop improvements, preparation of all planning
documents, cost estimates, NTD sampling, triennial documentation and other such activities
relative to over system administration. Failure to perform planning functions in a timely manner
may result in the assessment of liquidated damages and/or the removal of personnel. Liquidated
damages are not punitive but intended to recover PTNE's cost for poor delivery of service.
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2.5.1 Planning Standards
PTNE has established the following operating standards to which the Contractor shall meet or
exceed during Year One (1) of the Contract:
• A seasonal fixed route schedule shall be developed within 6 months of the start of this
Contract.
3.0 CONTRACTOR PERSONNEL
3.1 Key Personnel
The Contractor shall employ key personnel in the positions of General Manager, Operations
Manager(s), Call Center Manager(s), Mobility Manager(s) and Safety and Training Manager(s). All
key personnel shall be employees of the Contractor and have experience in transit administration
and Call Center management.The General Manager shall have a reporting relationship to the PTNE
Director and/or any other personnel assigned by PTNE to ensure continuity of service performance.
The contractor shall provide PTNE with cell phone numbers and email addresses to ensure
communication twenty-four hours a day,seven days a week,three hundred sixty-five days per year.
PTNE reserve the right to approve all key personnel qualifications and management changes. The
Contractor shall notify PTNE of the intent to change key personnel assigned to this contract.
Changes in key personnel in the positions of General Manager, Operations Manager(s), and Safety
and Training Managers must be approved in advance and in writing by PTNE's Transit Manager.
PTNE reserves the right to review applicant's credentials and conduct interviews as needed.
3.1.1 Operations Managers shall be solely dedicated to the CAT&CAP operations.There shall be
seven day a week on-site coverage for all CAT services.
3.1.2 Safety and Training Manager(s) shall be solely dedicated to the Safety and Training of the
CAT & CAP services. The Safety and Training Manager shall be the Drug and Alcohol Designated
Employee Representative (DER) and shall be responsible for the Contractor's Drug and Alcohol
Program. The Contractor shall provide a certified and trained backup to the Safety and Training
Manager as the DER at all times throughout the term of the Contract. The Safety and Training
Manager or their designee shall provide training for new hires and route training to keep drivers up
to date on safety issues and defensive driving skills. Road observations for a minimum of (2) two
hours per day must be completed on a daily basis to ensure "on time" performance standards as
established herein,check on any problem areas,make recommendations on route adjustments and
ensuring good driving behavior. The Safety & Training Manager shall provide a monthly safety
report to PTNE which must include a summary of monthly accident and incident occurrences.
3.1.3 The Call Center Manager shall oversee all reservations,scheduling,and dispatch operations.
This person works closely with Contractor's management and supervisor teams to confirm service
meets Contractor and Collier Area Transit standards. This includes effective coordination with
maintenance, proper assignment of vehicles,and efficient initiation of backup procedures. The Call
Center manager shall be proficient in all scheduling system technology and monitors service using
the provided or requested real-time tools that assist in identifying areas of concern before they
become a service problem.The Call Center manager shall be responsible for managing all customer
service activities, monitor call hold times, perform quality assurance reviews of call recordings, and
work with reservations, dispatch, and scheduling staff to confirm that all call center operations
appropriately reflect CAT and CAT Connect.
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3.1.4 The Mobility Manager shall work in coordination with Contractor and the County to develop
and monitor mobility management plans, including but not limited to onboarding new mobility
options, managing eligibility reviews and certifications, coordinating travel training, and educating
the community on mobility options offered by the County. The Mobility Manager is charged with
eligibility application and renewals, from receipt to certification, including managing any appeals
and provides travel training to those individuals who are able to use fixed route service and provides
information regarding the paratransit program as needed. The Mobility Manager attends monthly
meetings with staff, advocacy groups, and customers to ensure the CAT and CAT Connect services
are meeting passenger expectations.
3.2 Personnel Coverage
At a minimum, one member of the key personnel shall be on duty at all times for management
coverage while vehicles are in service, Monday through Saturday.The Contractor shall also identify
primary and secondary supervisory personnel to assist key personnel with daily management during
normal business hours.
The Contractor shall maintain a back-up staffing plan to accommodate all key personnel absences
of more than one week with qualified substitute personnel. The back-up staffing plan shall be
submitted to PTNE for review and approval during the proposal and shall keep the approved back-
up staffing plan current at all times. If it is determined that a key personnel member will be absent
for more than 45 days, the Contractor will present the resumes of qualified candidates for PTNE's
approval. Failure to present and maintain qualified candidates may lead to the assessment of
liquidated damages.
The Contractor shall ensure that there is management coverage during all hours of CAT & CAP
service.Any gaps in key personnel or other personnel which affect the quality of service may result
in the assessment of liquidated damages. The key personnel requirement does not relieve the
Contractor of responsibility for maintaining appropriate staffing levels of administration and
support personnel.The Contractor's key personnel shall, at a minimum be required to:
• Attend various management and/or Board, committee meetings;
• Schedule and participate in all CAT/CAP Community Outreach events;
• Participate in all Public Transit Ad-Hoc Advisory Committee meetings;
• Prepare presentations upon request.
The Contractor shall work with PTNE in regards to any changes to the CAT or CAP program which at
a minimum may include:
• Changes to CAT or CAP Policies and/or Procedures;
• Changes to fare structure;
• Changes to service areas;
• Route modifications
At a minimum management shall be responsible for:
• Assisting with all required planning documents (Transit Development Plan, Transportation
Disadvantaged Service Plan, Annual Operating Report, National Transit Database, etc.)
including preparation of the reporting documents,evaluation of data and statistics supporting
accomplishment, design of future provisions of service and policies to assure compliance.
• Ensuring patrons receive timely and excellent customer service
• Overseeing the hiring and training of staff.
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• Participating in various advisory committees.
• Promoting safety awareness and following safety procedures in an effort to reduce or
eliminate accidents.
• Providing and sharing knowledge and expertise throughout the transit industry to improve
services in other locales and also enhance CAT/CAP's standing within the transit industry.
• Daily Operations
• Evaluation of Intelligent Transportation Systems and design modifications or enhancements.
• Ensuring fare collections are reconciled daily.
• Overseeing the paratransit assessment and application process.
• Overseeing the mobility management services.
• Monitor the timeliness of all routes and make proper notifications as to timeliness, lateness
and/or any other service issues.
3.5 Hiring Requirements
The Contractor shall verify compliance with the following minimum requirements and submit
documentation to PTNE,for all positions:
• The Contractor shall conduct a thorough local, county, state and federal background check on
all applicants/employees prior to employment offer and every 6 months after date of hire.The
background check shall include a comprehensive out of state review. This shall be done to
ensure that applicants and personnel do not have a criminal conviction that would make the
person a threat to passenger safety or threaten the loss of CAT/CAP property. A conviction
record will not necessarily prohibit employment; factors such as the date of the offense,
seriousness and nature of the violation, and rehabilitation will be taken into consideration. No
employees shall have a Driving While Intoxicated or Driving under the Influence (DWI/DUI)
convictions on their record within the past 10 years.All criminal convictions will be reviewed on
a case-by-case basis by the Contractor and PTNE's Transit Manager prior to a candidate's hire.
PTNE shall participate only in reviewing candidate's histories. The Contractor shall be solely
responsibility for all hiring decisions.
• All employees shall be cleared to receive a Collier County identification badge. This includes
completing a Collier County administered background check at the sole expense of the
contractor. All criminal convictions will be reviewed on a case-by-case basis by the Contractor
and PTNE's project manager prior to a candidate's hire. PTNE shall participate only in reviewing
candidate's histories.The Contractor shall be solely responsible for all hiring decisions.
• The Contractor shall conduct a check of the motor vehicle records (MVR) of an applicant's
driving history.The applicant must not have more than one traffic citation for a moving violation
in the past two(2)years.The Contractor shall update the MVR review every six(6) months after
hire.
• All applicants must possess a High School Diploma or General Equivalency Diploma (GED).
• Each Fixed Route driver must possess and maintain a Commercial Driver's License with the
proper endorsements, proper class and weight requirements for the vehicles used on the
system. Each driver must be licensed fora minimum of three(3)years. Each Paratransit driver
must possess and maintain a valid Florida driver's license and any required endorsement to
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drive consistent with the State requirements for the vehicle type (number of passengers) and
weigh specifications.
• All safety sensitive applicants and employees must pass the mandatory DOT physical (at the
time of hire and subsequently, as required), drug and alcohol testing and background
investigation.Applicants who were previously terminated by any previous employer for drug or
alcohol use shall not be eligible for hire.
3.9 Dispatchers
Dispatchers shall be responsible for overseeing the safe, on-time reliable delivery of transportation
services to passengers prior to, during and after revenue service including weekends and holidays
in an efficient manner and in compliance with all applicable rules and safety procedures. Dispatchers
shall have a high school diploma or G.E.D. and have at least two (2) years of experience as a
dispatcher or direct experience with transit dispatching or scheduling or a related field. The
Dispatchers shall have proficient knowledge of the service area street system; excellent
communication both written and verbal, customer service and decision-making skills, experience
on a computer based dispatching system, radio system and vehicle locator system.
Dispatchers shall employees to ensure prompt and efficient delivery of all services with the
dispatching system,vehicle local system and radio system.The Dispatchers shall document schedule
changes, rapidly review schedules and trip data to make sound decisions on routing and re-routing
patron services. Dispatchers handle numerous data inputs at once to include difficult drivers over
the radio, irate patrons on the telephone or in the vehicles and the pressure of time passing without
becoming emotional or overwhelmed. Dispatchers shall ensure minimal service interruptions that
cause patron complaints and financial loss to Collier County.The Contractor shall be responsible for
all dispatching for both drivers and "Where's my Ride?" inquiries. The Contractor shall provide
dispatch personnel on duty during revenue service. The Contractor shall monitor and resolve all
operational issues regardless whether it stems from vehicles, drivers and or patrons.
At a minimum, the Dispatcher's responsibilities shall include:
• Consistently contacting drivers to update their schedules, reviewing the schedules and their
documentation to make decisions when to make modifications to return drivers to an on-time
status.
• Identifying and document and reports driver misconduct to Operations Contractors and PTNE
Transit Manager to enable Collier County to assess liquidate damages from loss of revenue
services.
• Identify and document alternate vehicle resources as required to re-assign to prevent and/or
recover from service interruptions that can cause patron complaints/physical distress and/or
financial loss to Collier County for unproductive use of revenue hours. Requires
communications and coordination with drivers, supervisors, maintenance personnel, PTNE
Transit Manager, etc.
• Identify, document and report vehicle breakdowns, road calls and accidents to appropriate
Collier County staff, Operations Contractors, policy and emergency agencies.
• Managing patron crisis calls documenting problems and initiating corrective action in a timely
manner.
• Monitoring and assisting drivers, maintenance personnel, etc. with street issues to avoid
delays.
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• Oversee the delivery of all services to ensure prompt, safe and efficient delivery of vehicle
services.
• Promotes safety awareness and follows safety procedures in an effort to reduce or eliminate
accidents.
• Receive and document driver input regarding patron comments/changes.
3.10 Customer Service Representatives or Call Takers
The primary responsibility of the Customer Service Representative or Call takers shall be to answer
Scheduling and Dispatching calls in a timely and professional manner while exhibiting excellent
customer service and providing accurate information. Depending on the area assigned, staff may
also be responsible for pass sales (fixed route and paratransit). Bilingual skills are preferred. At a
minimum,the Customer Service Representative shall:
• Be proficient with Microsoft Office software applications
• Have the ability to communicate effectively both written and verbally.
• Have an understanding and practice of phone etiquette and proficient spelling skills.
• Have at least two years of related experience in a customer service field.
• Have patience with potentially irate patrons.
• Have the ability to communicate with all levels of individuals in person and during phone
conversations using tact and diplomacy.
• Have the ability to effectively deal with the general public including the elderly and disables.
• Have the ability to manage the workload including planning, organizing, prioritizing, meet
deadlines and follow through.
• Have the ability to read maps and schedules
• Possess at least a high school diploma or equivalent.
• Possess excellent customer service and communication skills.
3.11 Schedulers
Schedulers shall be responsible for scheduling the safe, on-time reliable delivery of paratransit
transportation services to passengers to the most cost effective and customer friendly providers in
compliance with all applicable rules and safety procedures. Schedulers shall have a high school
diploma or G.E.D. and have at least two (2)years of experience as a scheduler or direct experience
with transit dispatching or scheduling or a related field. The Scheduler shall have proficient
knowledge of the service area street system; excellent communication both written and verbal,
customer service and decision-making skills, experience on a computer based dispatching system,
radio system and vehicle locator system. At a minimum, the Scheduler's responsibilities shall
include:
• Scheduling trips in the most efficient manner that takes into consideration cost effectiveness
and customer service excellence.
• Scheduling trips to ensure no unproductive use of revenue hours while maintaining on-time
performance.
• Proficient in scheduling software so that trips can be planned as quickly and efficiently,
optimizing routing to have the highest persons per hour.
• Promotes safety awareness and follows safety procedures in an effort to reduce or eliminate
accidents.
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• A minimum of 20% of trips shall be provided by non-County owned vehicles on a monthly
basis.
• A minimum 20%spare ratio shall be provided.
3. 12 Mobility Manager/Travel Training/Paratransit Application Coordinator(s)
Coordinators shall be responsible for developing and implementing mobility management plans,
travel training and coordinating all aspects of the paratransit application, eligibility and
assessments. Coordinators must have a high school diploma or equivalent supplemented by a
minimum of 2 years of experience of mobility management or travel training specifically with elderly
and persons with disabilities. The Coordinators shall have excellent communication both written
and verbal, customer service and decision-making skills.
At a minimum,the Scheduler's responsibilities shall include:
• Provide expertise in acquiring, verifying, analyzing and presenting data associated with
mobility programs operations.
• Audit,correct and assist in completing client eligibility,client recertification,trip and expense
validation in a confidential manner in accordance with applicable laws and
• requirements.
• Develop a plan to transition customers from paratransit to fixed route.
• Monthly develop a list of potential customers that are candidates to transition from
• paratransit to fixed route service and conduct travel training with the individuals.
• Educate staff, customers and agencies on mobility options.This will include attending
• monthly meets of partners, advocacy groups.
• Coordinate with agencies to educate them on the application process so that they can be
• prepared to submit applications timely and complete so to expedite the review process.
3.13 Planner
Planners at a minimum shall be responsible for providing recommendations related to all services
including but not limited to bus routes,schedules, days and hours of operation, bus stop locations,
location of bus stop improvements, preparation of all planning documents,cost estimates, National
Transit Database (NTD) sampling, triennial documentation and other such activities relative to
overall system administration. The Planner shall develop a seasonal fixed route schedule within 6
months of the start of this Contract. Planners must have a bachelor's degree in urban planning or
closely related field supplemented by a minimum of two (2)years of experience of transit planning
experience or any equivalent combination of education, training, and experience which provides
the requisite knowledge, skills and abilities for this lob. The Planners shall have excellent
communication both written and verbal, customer service and decision-making skills. Provides
technical and functional support for third-party supported point of sales (POS) systems to include
administration and project leadership for the mobile ticketing application,fareboxes and future fare
collection systems. Responsible for analyzing, forecasting and reconciling CAT fare revenues and
ridership reporting. Monitors agency compliance activities.
Duties include, but are not limited to:
1. Serves as the software application administrator for assigned point of sales (POS) systems to
perform application programming and configuration, ensures uptime performance as well as
provide technical support, troubleshooting, testing, and other functional requirements.
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Coordinates with other departments at CAT such as IT, Maintenance and any third-party vendor
to ensure systems are kept efficient, relevant, secure,and are performing at the level expected
and/or needed for operations.
2. Responsible for reconciling CAT point of sales (POS) systems to include mobile ticketing,
fareboxes and any future devices used to collect fares. Researches, identifies, explains and
reports reconciliation variances.
3. Prepares monthly ridership for the agency. This includes data scrubbing, analyzing and
maintaining ridership. Researches and explains significant variances to ridership thresholds.
4. Prepares and analyzes monthly, quarterly and annual agency performance data by mode for
reporting to National Transit Database (NTD). Provides assistance during internal and external
audits by reviewing, compiling, and evaluating information required.
5. Prepare Reports on a monthly that meets the requirements of client(Collier County).
6. Performs complex analysis and provides recommendations for business research and
operations related to fare collection systems. Requirements include analyzing and reporting on
transactions and trends associated with cash, checks and other means of payment; ridership
data and other operational performance data; and budgets related to assigned projects.
7. Analyzes potential areas of automation to determine user and technical needs and recommends
possible solutions, including process redesign and individual programs. Develops methods for
improving/optimizing user interfaces and maintenance protocols.
8. Defines, designs, builds, and maintains dimensional databases.Analyze, evaluate, and produce
reports (both custom and system provided) relating to agency ridership, fare related revenue
and ticket sales.
9. Performs other duties as assigned.
3.14 Intelligent Transportation System Coordinator
Coordinators at a minimum shall be responsible for day to day operations of the ITS system,
including trouble-shooting hardware and software related items, minor repairs (swapping with
spares), reprogramming, return merchandise authorizations (RMA), bus stop GPS coordinates, on-
time performance coordination, LED & LCD sign troubleshooting and software updates and
providing recommendations related to ITS services. The Coordinator must have a high school
diploma or equivalent supplemented by a minimum of one (1) years of experience in intelligent
transportation systems. The Coordinator shall have excellent communication both written and
verbal, customer service and decision-making skills.
4.0 TRAINING
4.2 Remedial/Refresher Training
The Contractor shall ensure that all CAT and CAP trips provided for this Contract meet PTNE's goals
of customer service excellence, on-time performance and with the patrons' best interests. The
Contractor shall provide to PTNE, at minimum, performance statistics by route/manifest and driver
on a daily basis. The Contractor shall monitor all employees d-rivers to ensure that proper training
and/or retraining is provided upon PTNE's request or when any of the following driver conditions
exists:
• Drivers with low on-time performance
• Drivers with high levels of accidents and/or incidents
• Drivers who fail to get out of the vehicles to provide assistance to patrons
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• Drivers who fail to 'arrive' and 'perform' as defined in this Scope of Service
4.2.1 Remedial Training
Contractor shall ensure that Drivers receive a minimum of:
• 8 hours one-on-one retraining after a preventable accident and/or at PTNE's request.
• 4 hours one-on-one retraining (2 hours classroom and 2 hours on the road) after a driver
receives more than two (2)verifiable Service complaints regarding passenger relations
and/or safety within a six(6) month period and/or at PTNE's request.
• 40 classroom hours and twenty-four(24) hours of observed ride checks and/or at PTNE's
request for driver who receives three (3) or more verifiable service complaints regarding
passenger relations and/or safety within a six(6) month period and/or at PTNE's request.
The Contractor shall ensure that employees receive a minimum of two(2)hours of retraining after
receiving more than two (2) verifiable Service complaints regarding passenger relations and/or
safety within a six(6) month period and/or at PTNE's request.
6.0 Property, Office Space,Computers& Equipment
The Contractor is responsible for the preparation and administration of all documentation associated with
operation of this scope of services, including the fixed route and paratransit services.The Contractor shall
be fully responsible for all PTNE provided or furnished inventory/property, and equipment. All assets
(capital or non-capital)of Collier County are and will remain the property of Collier County.The Contractor
shall appoint a property custodian and a backup property custodian responsible for all Collier County
provided inventory or property. The Contractor shall assist PTNE personnel during physical inventory of
the property. The Contractor shall be responsible for all costs for any and all improvements made solely
for the Contractor's benefit which at a minimum shall include construction, permits, license, etc. The
Contractor shall be responsible for ensuring doors are secured each night.
The Contractor shall verbally report all damage on all PTNE provided or furnished inventory property
and/or equipment to the PTNE Transit Manager at the time the damage occurs, followed by a written
report within 24 hours of each and every occurrence. The report shall contain a full explanation of all of
the facts surrounding the damage. The Contractor shall secure and protect all inventory, property and/or
equipment and shall replace any equipment lost, stolen or abused with PTNE approved replacements.
The PTNE project manager will review all damage and make a determination as to the cots and
responsibility for repairs. All damages determined by PTNE to be the responsibility of the Contractor shall
be repaired or replaced at the expense of the Contractor.
PTNE will be responsible for purchasing office equipment and cost for equipment repair in meeting system
and administration responsibilities. PTNE shall provide and pay for the following utilities: electric,water
and sewer and local telephone. The Contractor shall be required to reimburse PTNE for all long distance
phone calls. Employees who require long distance access will receive an individual pin code, which will
be tracked for billing purposes. The Contractor shall be responsible for the day to day costs associated
with performing these functions, including but not limited to: printing supplies, daily office inventory
supply items, etc.
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6.1 Office Space &Common Area
The County shall provide 1 cubicle and space for up to three (3) customer services representatives
at the Transfer Station located at Parking Garage 2 on the Collier County Government Campus.The
County shall provide 7 adequate spaces to accommodate general manager,administrative assistant,
fixed route operations manager, paratransit operations manager, safety & training manager
receptionists, call center representatives, dispatchers, planning staff, application processing &
travel training staff and road supervisor(s) at 8300 Radio Road. A driver's lounge area is located at
8300 Radio Road and is available for use by the drivers. Furthermore, there shall be access to two
conference rooms (scheduled on a first come, first serve basis) and a common break-room.
6.2 Computers& Equipment
All CAT&CAP business shall be transacted via Collier County email and saved on the Collier County
provided networks. No employee shall have any expectation of privacy for any item that is
produced, transmitted, saved, etc. utilizing County resources. Computers and related operating
equipment are located at the following sites:
6.2.1 Transfer Station located at Parking Garage 2 -one computer to be connected to the Collier
County network will be provided. Access to a shared printer (black and white) is also
available. Limited copying services may be available at this location.
6.2.2 Radio Road Administration &Operations Building-7 18 computers to be connected to the
Collier County network will be provided. 2 5 computers to be connected to the Avail
network will be provided.Access to various shared printers and copier shall be available.
6.2.3 Handheld Radios -1-6 30 of hand held radios shall be available for management use. The
Contractor shall be responsible for all PTNE provided communication equipment once
issued to the Contractor. The Contractor shall keep accurate documentation on the status
of each piece of communication equipment complete with serial numbers, and Collier
County asset numbers.
6.2.4 Support Vehicles-7 9 support vehicles will be provided to the Contractor.
10.0 COLLECTION OF FARES
All operating revenues collected by the Contractor are the property of Collier County, including but not
limited to farebox receipts,ticket and pass sales revenue,advertising revenue and rental fees. Fixed route
vehicles shall be vaulted on a daily basis at the end of revenue service. Paratransit fares (tickets, cash or
checks) shall be validated and turned in at the end of each shift.
The selected vendor Contractor will be expected to collect the required fare at the time of boarding. If the
passenger refuses to pay his/her fare the passenger will not be transported. If it is found that the selected
von-elof Contractor is allowing passengers to ride without paying the required fare,the outstanding fares
will be deducted from the amount of the next invoice.
For paratransit service, where the passenger paid for the first leg of the trip but refuses to pay for the
return trip, the operator should be instructed to transport the passenger home but must advise the
passenger that he/she will not be eligible for the future transportation until the outstanding fare is paid.
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The Contractor is responsible to follow up with the passenger to collect the uncollected fare as well as
ensure that no future trips are scheduled until the fare is collected.
Paratransit passengers may:
• Pay the fare with exact change,tickets or check on each ride.
• Pay the fare with exact change, tickets or check for both ways on their first ride.
• Purchase tickets for the value of the passengers co-pay in advance at CAT Operations facility 8300
Radio Rd Naples FL or at Collier Area Transit Transfer Station at the Government Center
13.0 EMERGENCIES
13.1 Emergency Programs
The Contractor shall develop, implement, and maintain business continuance plans to respond to
emergencies and other problems that may occur. Occurrences include, but are not limited to:
passenger injuries, disturbances, or illness; vehicle failures; inclement weather and accidents; and
emerging health threats or homeland security advisory alerts. The Contractor's written plan shall
include a facility back-up plan, in case the PTNE facility becomes inaccessible during inclement
weather and/or accidents or any other occurrences.The emergency back-plan shall include dispatch
being up, operational and seamless in no more than thirty (30) minutes and be able to operate for
up to forty-eight (48) hours. The long-term back-up plan for a temporary call center will be for a
period over forty-eight (48) hours. The Contractor's emergency plan should also allow for a
temporary facility to house displacement for vehicles. PTNE reserves the right to approve all
Contractor emergency programs and plans.The Contractor shall inform its employees of emergency
procedures to be followed in case of fire, medical emergency, or any other life-threatening
catastrophe.
PTNE has established a Continuity of Operations Plan (COOP) and the Contractor shall be
asked to provide responsible key personnel at Collier County's central control location in
the event of a hurricane and/or storm emergency. The Contractor's key personnel, safety
sensitive and non-safety personnel may be asked to volunteer during a hurricane and/or
storm emergency.
* * * *
19.0 DISADVANTAGED BUSINESS ENTERPRISE(DBE) REPORTS
The CAT/CAP Disadvantaged Business Enterprise (DBE) program provides guidance on the use of overall
and contract goals, requirement to include DBE provision in subcontracts, evaluating DBE participation
where specific contract goals have been set, reporting requirements, and replacement of DBE
subcontractors. PTNE shall be responsible for submission of all reports for the DBE Program. The
Contractor will be responsible for monitoring subcontractors, reporting any changes in DBE participation,
and submitting required forms as provided by PTNE to ensure DBE compliance.
20.0 PLANNING& MEETINGS
The Contractor is responsible for providing recommendation related to service in coordination with the
Scheduling/Customer Service Contractor. This shall include but it not limited to: bus routes, schedules,
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days and hours of operations, bus stop locations, location of bus stop improvements, assist PTNE staff in
the preparation of all planning documents, cost estimates and other such activities relative to overall
system administration.
The Contractor in coordination with the Scheduling/Customer Service Contractor shall be responsible for
identifying upcoming funding needs for the system and providing recommendations for pursuing federal,
state and local grants on a quarterly basis.
Contractor will be required to maintain service information necessary for all FTA review, including all FTA
Triennial Review Information. Service information pertaining to the Triennial review must be maintained
in a paper and electronic filing system sorted by the general areas of review as shown in the FTA Triennial
Review Workbook.
The Contractor will be required to maintain service information necessary for all NTD review, including
NTD Monthly&Annual Reporting as well as required sampling.
Upon request of PTNE, the Contractor shall at its own expense attend meetings to provide information
concerning the transit system including but not limited to Local Coordinating Board, Public Transit Ad Hoc
Advisory Committee, Board of County Commissioners, or as otherwise requested by PTNE. The
Contractor shall assist PTNE, as needed, in the coordination and promotion of public meetings. This will
include coordinating with PTNE staff as requested in the preparation of public meetings, attendance to
public meetings and assistance in preparing and posting notifications of meetings at bus stops, park and
rides and transfers centers.
The General Manager representing the Contractor and the PTNE Director and Transit Manager
representing the County shall meet bi-weekly to discuss services. The Contractor shall develop the bi-
weekly agenda in coordination with PTNE.
22.0 CONTRACT COMPLIANCE& REPORTING
Timely and accurate reports and records will be submitted to PTNE. PTNE views statistical reporting as a
critical element of effective service planning, service quality evaluation, and policy development. It is,
therefore,deemed important that the Contractor assign staff with the qualifications and time to edit files,
create and evaluate reports. The following guidelines are provided as basic information regarding the
nature of reports that will be required during the course of this contract. PTNE from time to time may
require changes in forms, record keeping and/or reporting procedures to serve the needs of the agency.
22 .1 Reporting
The following reports shall be completed on a daily basis and maintained on file for inspection:
• Daily Dispatch Log-All radio communication received from operators and supervisors including:
o Time
o Vehicle Number
o Route Number
o Brief Summary of any incident and its resolution
• Daily Operating Report including:
o Total runs dispatched
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o Total revenue hours operated
o Total dispatched runs and revenue hours that were missed
o Total dispatched runs that were delayed
o Total number of trips monitored by the Contractor(including a summary report for each)
o Total monitored trips recorded as late or early
o Total number of authorized extra trips
o Revenue and revenue miles, hours and number of passengers
• Number of late cancellations and no-show paratransit trips with details of circumstance.
• Daily Paratransit Callback Sheets - documenting every call to a rider advising that the vehicle
with be 10 minutes late,changes to the pick-up window or appointment time or updates to the
rider's schedule.
The following reports shall be completed on a daily basis and maintained on file for inspection:
• Daily pre-trip and post-trip inspection forms
• Fuel usage
• Oils,transmission fluids, and anti-freeze usage
• Preventive Maintenance scheduled and unscheduled inspections& reports
• Road call reports (service interruption)
• Safety inspection reports
• Scheduled and unscheduled maintenance
The following reports shall be due to the PINE Transit Manager daily by 9 a.m. ' n
• Fleet status report
• Fuel reports
• Total number of buses(in service)with inoperable wheelchair lifts identified by vehicle number.
• Farebox problem,tampering,vandalism, etc. by bus number.
• Number of deviations by bus and run (for prior day)
The following reports shall be due to the PTNE Transit Manager as necessary i
• Accident
• Incidents
• Facility Damages/Lost/Stolen
• Equipment Damages/Lost/Stolen
• Early or Late Service
• Service Interruptions/delays
• Missed trips
• MDT, silent alarm and/or radio downtime
The following reports shall be due to the PTNE Transit Manager monthly by the 15th of each
month (covering the month prior):
• Information Necessary to Complete the Monthly NTD Reports
• Call Center Reports(broken down between Fixed Route & Paratransit)
o Total call volume
o Average Hold Time
o Number of Abandoned Calls
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• Invoice
o Inclusive of all grant backup materials
• Safety Report — Summary of all accidents and incidents (preventable & non-preventable)
including:
o One location map showing all incidents & accidents (Location map must delineate each
incident as a County-owned vehicle and non-County-owned vehicle
o Injuries
o Recommendations to improve safety
• Training Report including documentation, certifications and upcoming safety programs
• Ride Check Summary Report
• Employee Information (including trainees)
o Include employee positions by department and classification
o Training Validation
o Background Checks
o Motor Vehicle Reports
o Position Vacancies
o Required Positions
• Compliance Letter related to administration of the D&A Program
• Summary Report for drug and alcohol screening results for all safety sensitive positions,
including time and date testing was completed
o Pre-employment
o Post Accident
o Random
o Reasonable Suspicion
o Return to Duty
• Total supervisor hours driving routes
• Fixed Route Operations to include:
o Road calls
• Major and minor mechanical failures (by bus number and run number)
• Total miles between failures
• Route Information in coordination with Customer Service/Scheduling Contractor including:
o On-time performance
o Passengers
o Passenger trips(Total Weekday,Total Saturday,Total Sunday)
o Revenue
o Miles(Revenue,deadhead,total) (Total Weekday,Total Saturday,Total Sunday)
o Hours(Revenue, deadhead,total) (Total Weekday,Total Saturday,Total Sunday)
o Passengers (Per Mile & Per Hour)
o Revenue (Per Mile& Per Hour)
o Daily Information'• -- -••- -• ' • - - " - • - - - ••- - • - - including:
• Total Revenue Hours
• Total Deadhead Miles
o Bus Stop Conditions including repairs
o Information Necessary to Complete the Monthly NTD Reports
• Paratransit Operations to include:
o Road calls
■ Major and minor mechanical failures(by bus number and run number)
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• Total miles between failures
o The Following Items shall be provided in coordination with Customer
Service/Scheduling contractor, 3 separate reports shall be provided, the first shall be
for County-owned vehicles,the second shall reflect non-County-owned vehicles and the
third report shall combine the statistics for all vehicles:
o #of Days of Service
o Passenger trips (Total Weekday — ambulatory & wheelchair, Total Saturday —
ambulatory & wheelchair, Total Sunday— ambulatory & wheelchair) (One Way,
Total Guest,Total Escort)
o Revenue
o Miles(Revenue, deadhead,total) (Total Weekday,Total Saturday,Total Sunday)
o Hours(Revenue, deadhead,total) (Total Weekday,Total Saturday,Total Sunday)
o Passengers (Per Mile& Per Hour)
o Revenue (Per Mile & Per Hour)
o Cancels
o No Shows
o Fares Collected
o Ticket Sales
o %of Cancelled trips to the total#of trips
o %of No Shows of Total#of trips
o On-time performance
o No Show/Late Cancellation Suspensions broken out by 1st offense, 2nd offense, 7,
14&30 day suspensions
o Information Necessary to Complete the Monthly NTD Reports
o Number of Applications Submitted, Denied &Approved.
o Average time from receipt of complete application to final decision.
o Number of eligibility assessments performed.
• Mobility Management Reports
o List of candidates for transition from fixed route to paratransit.
o Number of travel trainings scheduled/provided.
o Reduction of existing paratransit customer trips due to transition.
o List of partner or advocacy group meeting attended.
The following reports shall be due to the PTNE Transit Manager quarterly by the 15th of each
January,April,July&October(covering the prior quarter):
• Bus Stop Conditions including pressure washing schedule
• Bus Stop Request Evaluation
• Upholstery Steam Cleaning Certification for all vehicles
• Upcoming Federal,State or Local Grant Opportunities
• Active Driver Roster Including:
o Driver's Name
o Address
o Date of Birth
o Date of Hire
o Driver's License Number
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o Expiration Date
o Training Dates
o Latest D&A test
o Background Check Review Date
o Motor Vehicle Record Review Date
• Active Employee list
The following reports shall be due to the PTNE Transit Manager annually as noted below i-n
• NTD Report (By December 15-covering the prior fiscal year-October through September)
• Annual Operating Report (By August 1 - covering the prior State fiscal year-July through June)
• Annual Safety Certification (By January 15 -covering the prior calendar year-January through
December)
• MIS Report(By February 15- covering the prior calendar year-January through December)
• Vehicle Maintenance Program -due by July 1 of each year
• Annual update of the SSPP-due by November 1 of each year
• Annual update of the SSE PP-due by November 1 of each year
• EEO Program -due by January 15th of each year
24.0 ADDITIONAL TERMS
The Contractor has agreed to provide the following:
1) Contractor's staff shall be required to attend conflict resolution training for public interactions as
approved by PTNE management.
2) Training options, not limited to proposed for Window Dispatchers and Schedulers, will be
coordinated with PTNE staff and shall include the Scheduling and Dispatch vendor staff when
appropriate.
3) Any changes in the proposed organizational chart and staffing structure cannot be made without
prior approval in writing to PTNE Director.
4) The County shall be provided access upon request to monitor or review the systems and users.
- - - -• - • - -- _ •. . -• -- e.• . _• .•: •- - ..
and Dispatch firms.
manifests and paratransits funds for all drivers as discussed).
75) Reduced training hours for Utility Workers from 20 to 10.
86) Reduced outside corporate Trainers hours from 160 to 120.
9) PTNE accepts the staffing model the Contractor is recommending to allow the General Manager and
a second level manager Operations Manager or Assistant General Manager in lieu of the requested
model of a GM with separate managers for the Fixed Route and Paratransit system. If Contractor's
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solicitation) within six (6) months of operations, then Contractor and PTNE will work cooperatively
to re organize staffing as necessary.
. • . _ ._ . . • . .. . -- _ e .• .
••• . - . . . - .• . . ' -- -
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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 & CAP
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& CAP'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 PINE to the Contractor.
PTNE will review each performance factor and reward high achievement(incentives)or make deductions
for substandard performance (disincentives). Generally, performance standards reviews will occur
monthly. Cash payments or deductions shall be calculated on the Net Contract Amount Paid to the
Contractor for Service Operated for the corresponding review period.
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:
1.0 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/ Performance Incentive/
100,000 Revenue Miles Indicators <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>
15%below Goal 1.14 or more <-$1,000>
2.0 Total#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 Incentive/
Performance Indicators
revenue vehicle hour <Disincentive>
15%above Goal 14.95 and above $1,000
10%above Goal 14.3- 14.94 $500
5%above Goal 13.65-1429 $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>
15%below Goal 11.05 or below <-$1,000>
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3.0 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:
On-Time Performance Performance Incentive/
Per Route Indicators <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 1% 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>
4.0 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 Performance Incentive/
Satisfaction Indicators <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 CAP patrons.The Contractor shall attain the following performance standards:
5.0 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 Performance Incentive/
Revenue Miles Indicators <Disincentive>
15%above Goal 1.02 or less $1,000
10%above Goal 1.01-1.08 $500
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>
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6.0 Total#of passenger 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:
Total Passenger trips per Performance Incentive/
1,000 Passenger Boarding Indicators <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-17.0 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>
15% below Goal 0.63 and above <-$1,000>
7.0 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 Performance Incentive/
Per Route Indicators <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>
8.0 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 Performance Incentive/
Satisfaction Indicators <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>
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9.0 Average Passengers per Vehicle Revenue Hour rating based on monthly reports.The following
outlines the incentives and disincentive for average passenger per Vehicle Revenue Hour:
Monthly Performance Incentive/
Average PPVRH Indicators <Disincentive>
15%above Goal 2.01 and Above $1,000
10%above Goal 1.93-2.0 $500
5%above Goal 1.84—1.92 $250
PTNE Goal—1.75 1.75—1.83 None
Up to 5% below Goal 1.66—1.74 <-$250>
Up to 10% below Goal 1.58—1.65 <-$500>
11% below Goal 1.49 or below <-$1,000>
29
CA
161313
Exhibit II
Addendum to Pricing Structure
Scheduling and Dispatch Management Services Cost Proposal 2019 Monthly
Budget
Scope Item Scope Description
1 Management Staffing $24,238
General Manager Labor& Fringe, Administrative/Corporate
Support, Office Materials&Supplies, Reports, Capital
Depreciation, Interest Expense, Internet/Cell, Employee
Recruiting, Business Licensing, Bank Fees, Passenger ID Cards, $4,471
Payroll Processing, Printing and Graphics, Postage, Dues and
Subscriptions, Buy America Program, EEO/Affirmative Action
Program, Overhead
Call Center Manager Labor& Fringe; Training and Travel;
Uniforms; Bonuses; Pre-employee Physicals; Background checks $8,143
Safety and Training Manager Labor& Fringe;Training and Travel;
Uniforms; Bonuses; Pre-employee Physicals; Background checks $0
Intelligent Transportation Systems (ITS)Coordinator Labor&
Fringe;Training and Travel; Uniforms; Bonuses; Pre-employee $4,054
Physicals; Background checks
Verification Services; Fare Collections and Reconciliation $7,570
Transit Planning; Contract Compliance, Data Management&
Reporting
Customer Administration
2 CAT&CAT Connect Call Center Staffing $51,088
CAT Call Center Customer Service Agents/Representatives Labor
& Fringe; Employee Welfare;Training and Travel; Uniforms; $15,950
Bonuses; Pre-employee Physicals; Background checks
CAT Fixed Route Dispatchers Labor& Fringe;Training and Travel;
Uniforms; Bonuses; Pre-employee Physicals; Background checks $11,560
CAT Connect Call Center and Reservation Operations Labor&
Fringe; Employee Welfare; Training and Travel; Uniforms; $6,389
Bonuses; Pre-employee Physicals; Background checks
CAT Connect Dispatchers Labor& Fringe;Training and Travel;
Uniforms; Bonuses; Pre-employee Physicals; Background checks $11,560
CAT Connect Scheduler Labor& Fringe;Training and Travel;
Uniforms; Bonuses; Pre-employee Physicals; Background checks $5,629
3 Mobility Management,Travel Training and Transit Outreach
(Bid Alternate) $4,666
30
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Mobility Manager Labor& Fringe; Training and Travel; Uniforms;
Bonuses; Pre-employee Physicals; Background checks
Transit Outreach & Marketing
4 Senior Intelligent Transportation System (ITS) Coordinator (Bid
Alternate) $0
Senior ITS Coordinator Labor& Fringe;Training and Travel;
Uniforms; Bonuses; Pre-employee Physicals; Background checks
5 Planner $0
Planner Labor& Fringe; Training and Travel; Uniforms; Bonuses;
Pre-employee Physicals; Background checks $0
6 Drug&Alcohol Testing Program $902
Employee Testing, Random Testing, Post-Accident& Reasonable
Suspicion Testing, Employee Assistance Program $902
7 Corporate Support $0
Expenses
8 Other(If any other, please specify) $0
9 Profit $4,108
$4,108
Total $85,002
REMAINDER OF THIS PAGE INTENTIONALLY LEFT BLANK
SIGNATURE PAGE TO FOLLOW
31
Jan 15 2019 11:09:42 Henderson, Sherri -> 2064470992 Henderson, Sherri Page 003
• 1
16Q1 ;' 1
IN WITNESS WHEREOF,the Parties'hereto;.have each,.res ectively;by
p an authorized person or
agent, have executed this Amendment on the date and year first written above.
ATTEST: •
Crystal Kinzei Clerk of Courts . BOARt7 Of COUNTY COMM.i:SSIONtRS
COLLILR•COU ; a'
W/. McDaniel,Jr., Chairman
Dated: l
Cites as to Chelan ii s
(SES(.}
slgncture only.
.
Contractors .sses: MV Cont'r'act ransportation, Inc
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