The National Academies Press

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From page 156... ... 156 A P P E N D I X C Survey Questionnaire TCRP Synthesis J-07, Topic SG-14 ADA Paratransit Service Delivery Models Project Purpose: As ADA paratransit demand continues to grow and while resources are dwindling, transit agencies nationwide have implemented small to wholesale changes to their service models in order to more effectively meet present and future demand. And in the case of larger ADA paratransit systems where the use of contractors – for service delivery and call and control center functions – is more prevalent, such changes have also brought about alternative ways in which contractors are used, procured and paid. Read the entire page →
From page 157... ... Survey Questionnaire 157 Funding Structure: The following funding supports the ADA paratransit service (check all that apply) ▫ FTA 5307 funding ▫ FTA 5311 funding ▫ FTA – other: ▫ Local, county and/or state funding ▫ Human service agency or agencies ▫ Other: Other Modes Provided: ▫ Fixed-route local bus service ▫ Flex transit (e.g. Read the entire page →
From page 158... ... 158 ADA Paratransit Service Models Section 3: Service Model ADA Paratransit - Division of Responsibilities and Provision of Assets. Please mark with an X in the appropriate cells, what entity performs each function. Read the entire page →
From page 159... ... Survey Questionnaire 159 Provision of Assets Agency Admin. Broker Oper. Read the entire page →
From page 160... ... 160 ADA Paratransit Service Models If your service model includes two or more dedicated service providers (exclusive of nondedicated taxi providers) , how many dedicated service providers deliver ADA paratransit service? Read the entire page →
From page 161... ... Survey Questionnaire 161 ▫ Scheduling trip requests on runs ▫ Reservation agents usually select the first suggestion ▫ Reservation agents look at alternative trip insertion suggestions before trip is scheduling onto a specific run ▫ Handling where's my ride? calls and other same day issues ▫ Responding to requests for general information ▫ IVR system enables customers to confirm/cancel trips on-line ▫ IVR system enables customers to book advance reservations on-line Functions that are performed by schedulers (check all that apply) Read the entire page →
From page 162... ... 162 ADA Paratransit Service Models Functions are performed by radio dispatchers? (check all that apply) Read the entire page →
From page 163... ... Survey Questionnaire 163 Customer Support IVR – Booking advance trip reservations ▫ Yes OR ▫ No IVR – Trip confirmations ▫ Yes OR ▫ No IVR – Trip cancellations ▫ Yes OR ▫ No IVR IVR – Day-before confirmation calls ▫ Yes OR ▫ No – Imminent-arrival calls or texts ▫ Yes OR ▫ No Customer app (access to vehicle location / arrival time) ▫ Yes OR ▫ No Cashless systems - Centralized fare account ▫ Yes OR ▫ No Cashless systems – Fare card ▫ Yes OR ▫ No API Links to Taxi Dispatch Systems ▫ Yes OR ▫ No Section 6. Read the entire page →
From page 164... ... 164 ADA Paratransit Service Models Are the driver training requirements for taxi drivers the same as for the drivers of the dedicated fleets? ▫ Yes ▫ No Are the background checks for taxi drivers the same as for the drivers of the dedicated fleets? Read the entire page →
From page 165... ... Survey Questionnaire 165 ▫ Allow a proposer to (also) submit a proposal (or an option) Read the entire page →
From page 166... ... 166 ADA Paratransit Service Models Payment Structures For contracts with the dedicated service provider contractor(s) held by the transit agency or broker, what is the basis of payment? Read the entire page →
From page 167... ... Survey Questionnaire 167 ▫ Per customer trip served (completed) ▫ Per negotiated annual budget with provider costs are passed though ▫ Fixed costs are paid for separately from variable costs and are split into equal monthly payments ▫ N/A ▫ Broker contract has incentives and liquidated damages tied to: How often are the incentives and liquidated damages exercised? Read the entire page →
From page 168... ... 168 ADA Paratransit Service Models Closing/Asset Transition Issues What is the procedure for transferring transit agency assets from one contractor to another? Section 8: Contract Oversight How many staff (express as FTEs) Read the entire page →
From page 169... ... Survey Questionnaire 169 How is the reporting function handled for daily, monthly, yearly and ad-hoc reports? Who has responsibility for collecting data and how often is it reported? Read the entire page →
From page 170... ... 170 ADA Paratransit Service Models How is productivity defined, e.g., total passengers or customer trips / RVHs or service hours? How is complaint frequency ratio defined, e.g., # of complaints / ______________ passengers or customer trips? Read the entire page →
From page 171... ... Survey Questionnaire 171 Have you recently (within the last 5 years) changed your service model? Read the entire page →
From page 172... ... 172 ADA Paratransit Service Models For systems that use contractors to staff brokerage or call center functions, what have been the most impactful characteristics of using contractors to perform call center functions and why did you choose to retain a call center manager over a broker (or vice-versa) Read the entire page →
From page 173... ... Survey Questionnaire 173 If yes, what was the result of the analysis, e.g., overall unit cost for ADA paratransit was reduced from $_____ to $_____? For systems that also use non-dedicated service for ADA paratransit, have you put in practices to monitor the compliance of the non-dedicated service? Read the entire page →

From page 156...

... 156 A P P E N D I X C Survey Questionnaire TCRP Synthesis J-07, Topic SG-14 ADA Paratransit Service Delivery Models Project Purpose: As ADA paratransit demand continues to grow and while resources are dwindling, transit agencies nationwide have implemented small to wholesale changes to their service models in order to more effectively meet present and future demand. And in the case of larger ADA paratransit systems where the use of contractors – for service delivery and call and control center functions – is more prevalent, such changes have also brought about alternative ways in which contractors are used, procured and paid.