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117 Table 10-3. OCTA service standards, incentives and penalties. Category Standard Incentive Penalty ACCESS On 95% or above $5,000 for each $5,000 for each Time percentage point percentage point Performance above 96% on below 94% on time time Service Delivery All qualified None $1,000 per Failure requests must be occurrence served. Call Center Hold Average of 90 None $1,000 deduction Time seconds or less if monthly average exceeds 90 seconds Call Center Valid No more than 1 None $100 for each Complaints valid complaint valid complaint per 1,000 over 1 per 1,000 passengers each passengers month Accident Report Report all within None $5,000 per 24 hours, verbal accident not and written. reported. we've received only one performance incentive. They are chal- Use of Contractors for ADA Paratransit lenging incentives to meet." He explained that the complaint Palm Tran contracts with MV Transportation, Palm Beach standard is the toughest and perhaps the strongest in the coun- Metro Transportation, and Two Wheels Transportation. The try, so the company has never met it. Veolia is striving to meet contractors operate 190 vans, providing door-to-door service it and is establishing a new program with increased training for for senior citizens, persons with disabilities, and persons with better results. low-income. The service provides an average of 4,025 sched- uled passenger trips each weekday. Veolia runs a turn-key Reported Results operation and performs all ADA paratransit functions. OCTA's Field Administrator commented that the contrac- tor performs well according to obligations outlined in the Procurement/Contractual Provisions scope of work. He reports that good communication between the contractor and the agency is the best way to have a shared Palm Tran includes language in RFPs indicating that a stable, understanding of expectations, since language in a contract experienced vehicle operator workforce is expected. Under- can be tricky and interpreted in more than one way. He said standing that a great deal of operator retention is determined that since April 2007, Veolia has maintained an on-time per- by compensation, Palm Tran gives preference to respondents formance level average of 93%. with the highest operator pay rates. Palm Tran also includes a specific liquidated damage fee in contracts to offset the cost of uncovered runs. While this fee Palm Tran CONNECTION, Lake Worth, FL has provided an effective incentive for contractors to cover Palm Tran, Palm Beach County's public transportation runs, there have not been many problems, and the fee penalty service, provides fixed-route public bus transportation and has been scarcely implemented. coordinated paratransit service. Fixed-route bus service is provided on over 30 routes, serving nearly all destinations in The Contractor Perspective the county. Buses generally operate weekdays with 30-minute headways during peak rush hours and 60-minute headways The General Manager of MV Transportation believes that during mid-day and on the weekends. factors such as benefits, work atmosphere, and communica- Palm Tran CONNECTION is the county's shared ride, door- tion are key ingredients in maintaining a stable and experi- to-door transportation specialized service. CONNECTION enced workforce. MV Transportation takes extra care in mak- schedules all trips, prepares vehicle manifests, handles cus- ing the company an enjoyable place to work by providing tomer concerns, determines eligibility, and monitors the per- full-benefits, substantial vacation time, and an open door pol- formance of transportation providers. Veolia runs a turn-key icy with all managers. The general manager reported that the operation, performing all ADA paratransit functions. company no longer has to spend significant time and money