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From page 174... ... 174 A P P E N D I X D Survey Responses by Question Q1: Please provide your contact information Answer Options Response Percent Response Count Agency/Organization 100.0% 29 Service Name 100.0% 29 City 93.1% 27 State 86.2% 25 Date 79.3% 23 Name 82.8% 24 Title 79.3% 23 E-mail 79.3% 23 Phone 75.9% 22 answered question 29 skipped question 0 Location Agency/ Organization Service Name City State Name Title Ann Arbor Ann Arbor Area Transportation Authority East Bay Paratransit Consortium (EBPC) Ann Arbor MI Brian Clouse Paratransit Coordinator Atlanta Metropolitan Atlanta Rapid Transit Authority (MARTA) Read the entire page →
From page 175... ... Survey Responses by Question 175 Location Agency/ Organization Service Name City State Name Title Dallas Dallas Area Rapid Transit (DART) ACCESS LYNX Dallas TX Chris Hawkins Mgr - Travel Ambassador Program & Admin Denver RTD Mainstream Denver CO Larry Buter Houston Metropolitan Transit Authority METROLift Houston TX Jennifer Fehribach Kansas City Kansas City Area Transportation Authority RideKC Freedom Kansas City MO Lewis Lowry Operations Manager Las Vegas Regional Transportation Commission of Southern Nevada MBTA Las Vegas NV Dan Howland Director Los Angeles Access Services Mobility El Monte CA F Read the entire page →
From page 176... ... 176 ADA Paratransit Service Models Q2: What is your role in the agency or organization as it relates to the ADA paratransit service? Location Response Text Ann Arbor Paratransit Coordinator (ADA Complementary Paratransit) Read the entire page →
From page 177... ... Survey Responses by Question 177 Q3: Please select the option below that best describes your agency/organization Answer Options Response Percent Response Count Public Transit Agency 86.2% 25 City/County Dept. 10.3% 3 For-Profit Contractor 3.4% 1 Non-Profit Contractor 0.0% 0 Other 0.0% 0 answered question 29 skipped question 0 Q4: The following funding supports the ADA paratransit service (check all that apply) Read the entire page →
From page 178... ... 178 ADA Paratransit Service Models Q5: Other services provided by our agency/organization include: Answer Options Response Percent Response Count Fixed-route local bus service 100.0% 28 Express bus 78.6% 22 Commuter bus 67.9% 19 Flex transit (e.g. demand-responsive point or route deviation) Read the entire page →
From page 179... ... Survey Responses by Question 179 City ADA Paratransit Service Area (square miles) Service Area Total Population Kansas City 332 748,415 Los Angeles 4,751 10,000,000 Milwaukee 546 1,376,476 Nashville 526 700,000 New Jersey 2,197 New York City 322 8,500,000 Oakland 400 2,348,000 Orange County 463 3,077,903 Orlando 2,500 32,000,000 Philadelphia 2,200 4,012,000 Pierce County 414 676,000 Pittsburgh 785 1,300,000 Portland 533 1,600,000 Salt Lake City 1,600 1,800,000 San Francisco 49 837,442 Seattle 823 2,052,800 Washington DC 1,500 5,000,000 Q7: What types of trips do you serve? Read the entire page →
From page 180... ... 180 ADA Paratransit Service Models Location ADA paratransit customers only Companions and PCAs Total ADA paratransit passengers Senior transportation* Medicaid NEMT* Read the entire page →
From page 181... ... Survey Responses by Question 181 Answer Options Fiscal Year 2016 Calendar Year 2016 Response Count Other human service transportation* 5 3 8 General public transportation* Read the entire page →
From page 182... ... 182 ADA Paratransit Service Models Q13: Which agency is responsible for the following functions? Answer Options Agency Admin. Read the entire page →
From page 183... ... Survey Responses by Question 183 Location Please clarify split/shared responsibilities, and/or other services Los Angeles Access contracts eligibility and operations (6 contractors) The contractors book reservations, schedule and dispatch for their regions The contractors subcontract with non-dedicated taxis. Read the entire page →
From page 184... ... 184 ADA Paratransit Service Models Q14: Which agency provides the following assets? Answer Options Agency Admin. Read the entire page →
From page 185... ... Survey Responses by Question 185 Location Please clarify split/shared assets Nashville Our contractor (Taxi USA) provides their own software, dispatching system and IVR. Read the entire page →
From page 186... ... 186 ADA Paratransit Service Models Location Response Text Austin 2 Boston 3 Broward County 2 Chicago 4 Denver 3 Houston 2 Kansas City 2 Los Angeles 6 Milwaukee 3 New Jersey 6 New York City 13; 70% of service from DSP and 30% by NDSP Oakland 3 Philadelphia 6 Pittsburgh 6 Salt Lake City 2 San Francisco 5 Seattle 3 Washington DC 3 Q17: What % of trips is served by each dedicated service provider? Answer Options Response Average Response Total Response Count Provider A 53.24 905 17 Provider B 32.25 516 16 Provider C 18.55 204 11 Provider D or More 18.75 75 4 answered question 17 skipped question 12 Location Provider A Provider B Provider C Provider D or More Austin 68 30 2 Boston 33 33 34 Broward County 50 50 Chicago 42 36 14 8 Denver 50 25 25 Kansas City 99 1 Los Angeles 34 27 18 21 Milwaukee 55 45 New Jersey 96 4 New York City 70 30 Read the entire page →
From page 187... ... Survey Responses by Question 187 Location Provider A Provider B Provider C Provider D or More Oakland 31 34 35 Philadelphia 47 49 2 2 Pittsburgh 20 19 17 44 Salt Lake City 60 25 15 San Francisco 100 Seattle 0 73 27 Washington DC 50 35 15 Q18: How is your service area organized? (Check all that apply) Read the entire page →
From page 188... ... 188 ADA Paratransit Service Models Location Please indicate split, and/or how many zones are used, or for which trips transfers are required New York City Dedicated fleets are operated out of 14 operations/maintenance facilities Other: Overlap between the zones Oakland Transfers are required for Regional trips, with the exception of San Francisco where passengers are taken to their end destination. EBPC has not historically used zones, but we are experimenting with some zonal patterns now. Read the entire page →
From page 189... ... Survey Responses by Question 189 Q20: Please tell us which functions are performed by reservations or booking agents (check all that apply) Answer Options Response Percent Response Count Booking advance reservations. Read the entire page →
From page 190... ... 190 ADA Paratransit Service Models New Jersey The Operations Center is comprised of two main teams, Reservationists and Service Monitors. Reservationists conduct all general trip transactions 1-7 days in advance with regard to future trips. Read the entire page →
From page 191... ... Survey Responses by Question 191 Q22: Please provide the following information: Response Response Percent Response Count Number of schedulers and runs, and how they split up the work 95.7% 22 Number/number range of unscheduled trips left for evening before or day of trip morning dispatcher to schedule? (e.g., 100–300 trips) Read the entire page →
From page 192... ... 192 ADA Paratransit Service Models Q23: Who is responsible for setting/adjusting the scheduling parameters of the software? Answer Options Response Percent Response Count Transit Agency 64.0% 16 Call Center Contractor or Broker 20.0% 5 Service Provider Contractor 16.0% 4 answered question 25 skipped question 4 Q24: How do work rules of the collective bargaining agreement provisions impact run construction and/or driver assignments? Read the entire page →
From page 193... ... Survey Responses by Question 193 Broker does have "Management Rights" however, meaning if there is nothing in the contract between the Broker and Provider preventing a proposed scheduling strategy, the Provider cannot object because they don't like the strategy. One example is split shifts. Read the entire page →
From page 194... ... 194 ADA Paratransit Service Models New Jersey N/A New York City Dispatcher Oakland Call center agents or a dispatcher Orange County Dispatch Orlando Dispatcher Philadelphia Dispatch Control Center Phoenix Everything is done through MDTs and cell phones Pierce County Dispatch Pittsburgh Provider on arrival, broker to follow up Salt Lake City Cards are sent by customer care department San Francisco Dispatch Washington DC Dispatch Q25b: Who fields the calls from customers regarding where's my ride/ETA calls and other same day issues? Location Responses Ann Arbor Contractor Atlanta Same day Customer Care Representatives (near dispatchers) Read the entire page →
From page 195... ... Survey Responses by Question 195 Q25c: If reservation agents field the where's my ride/ETA calls, do they have access to ETA information from the dispatching and/or the actual vehicle location or both? Location Responses Ann Arbor Yes. Read the entire page →
From page 196... ... 196 ADA Paratransit Service Models Q27: What is the ratio of dispatchers to vehicles in service during peak periods and off-peak periods? Read the entire page →
From page 197... ... Survey Responses by Question 197 Location Response Text Ann Arbor Sedan runs are divided between two dispatchers, lift-van runs are divided by one dispatcher. Austin By service provider, 2 hour advance vs. Read the entire page →
From page 198... ... 198 ADA Paratransit Service Models Q29: Please provide a breakdown of the dedicated fleet All vehicles provided by the agency unless denoted otherwise Location Non Accessible Vehicles Accessible Vehicles Total Sedans Minivans Vans <15 Pax Vans <22 Pax Minivans Raised Roof Vans Body on Chassis Buses ≥ Pax Ann Arbor 11-25* Read the entire page →
From page 199... ... Survey Responses by Question 199 Customer Support: IVR – Trip confirmations 14 10 24 Customer Support: IVR – Day-before confirmation calls 14 10 24 Customer Support: IVR – Imminent-arrival calls or texts 14 11 25 On-Board Equipment: Security Cameras 23 5 28 On-Board Equipment: Navigational Assistance 25 2 27 Reservation/scheduling/dispatching software 28 1 29 On-Board Equipment: AVL (including GPS and other) 28 1 29 On-Board Equipment: MDTs/MDCs 28 0 28 answered question 29 skipped question 0 Q31: Do the schedulers and/or dispatchers use non-dedicated taxis for the transportation of ADA paratransit trips? Read the entire page →
From page 200... ... 200 ADA Paratransit Service Models Q33: Is your ability to assign trips to non-dedicated service providers limited by their capacity? Answer Options Response Percent Response Count Yes (please explain) Read the entire page →
From page 201... ... Survey Responses by Question 201 Q35: Do any of the taxi companies/associations have accessible taxicabs? Answer Options Response Percent Response Count Yes 91.7% 11 No 8.3% 1 answered question 12 skipped question 17 Q36: How many taxi companies or associations are used for ADA paratransit trips? Read the entire page →
From page 202... ... 202 ADA Paratransit Service Models Q38: Please answer the following: Answer Options Yes No Response Count Is there a subset of taxi drivers and taxicabs who are "certified" to serve ADA paratransit trips (i.e., based on completing specific training, voluntarily agreeing to background checks, drug and alcohol testing, etc.) Read the entire page →
From page 203... ... Survey Responses by Question 203 Location Other (please specify) Atlanta We are currently developing a plan to move forward with a multiple provider service delivery plan - both dedicated and nondedicated vehicles. Read the entire page →
From page 204... ... 204 ADA Paratransit Service Models Q42: What is the contract term? Please provide the base and the option if applicable (base/option) Read the entire page →
From page 205... ... Survey Responses by Question 205 Location Contract term for broker? Call (and Control) Read the entire page →
From page 206... ... 206 ADA Paratransit Service Models Q44: Please answer the following regarding wages and benefits (check all that apply) Answer Options Yes No N/A Response Count Do you require proposers to provide in their proposal the starting and/or average wage rates per position for all contract years (including the mobilization period) Read the entire page →
From page 207... ... Survey Responses by Question 207 Q47: For contracts where the dedicated service provider's payment is tied to performance incentives and liquidated damages, please indicate each performance metric that is used: Answer Options Response Percent Response Count On-time Performance 84.0% 21 No-Show Rate 24.0% 6 Missed Trip Rate 60.0% 15 Excessively Long trips 36.0% 9 Productivity 48.0% 12 Complaint Frequency Ratio 56.0% 14 Call Hold Time 32.0% 8 Other (please specify) 68.0% 17 answered question 25 skipped question 4 Location Other (please specify) Read the entire page →
From page 208... ... 208 ADA Paratransit Service Models Location Response Text Ann Arbor Monthly Atlanta Monthly Austin Monthly (per invoice) Broward County Monthly Chicago Monthly Columbus Monthly Dallas Monthly, daily Kansas City Monthly Las Vegas Monthly Los Angeles Quarterly Milwaukee As needed per monthly invoice Nashville Monthly New Jersey Various – some are event based, others are on a weekly or monthly basis. Read the entire page →
From page 209... ... Survey Responses by Question 209 Q50: If you have a call (and control) center manager contract, what is the basis of payment? Read the entire page →
From page 210... ... 210 ADA Paratransit Service Models Q52: If you have a broker contract, what is the basis of payment? (check all that apply) Read the entire page →
From page 211... ... Survey Responses by Question 211 Location Response Text Broward County Contractual rate per vehicle hour Los Angeles Contractor pays the non-dedicated provider through subcontract agreement Milwaukee Meter fare reimbursement capped at subsidy amount, plus a flat $5/trip admin fee Oakland Only non-dedicated providers are taxi. They are paid on a metered rate less cash fares collected. Read the entire page →
From page 212... ... 212 ADA Paratransit Service Models Location Response Text Ann Arbor 30 day transitional period. Atlanta Inspection prior to transfer Austin Inventory, inspection, sign off, purchase payment through transit agency if applicable Broward County To be determined Chicago Pace relocates assets to new contractor Columbus Not sure we have not transitioned under my tenure Dallas Check of DART equipment vs contractor equipment, contractor takes what is theirs, DART keeps agency owned equipment. Read the entire page →
From page 213... ... Survey Responses by Question 213 Q59: Do you retain an auditor to audit the contractors' records? Answer Options Response Percent Response Count Yes 37.5% 9 No 62.5% 15 N/A 0.0% 0 If yes, how often? Read the entire page →
From page 214... ... 214 ADA Paratransit Service Models Q61: 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 215... ... Survey Responses by Question 215 Q62: What key performance indicators (KPI) are monitored and which tie into contractual incentives and liquidated damages? Read the entire page →
From page 216... ... 216 ADA Paratransit Service Models Location Response Text New York City On-time performance (95% standard, enforced under 92%) , Missed Trip Percentage (<1%) Read the entire page →
From page 217... ... Survey Responses by Question 217 Location Response Text less than 1.87 8% less than 1.86 9% less than 1.85 10% On-Time Performance: An overall monthly On-time Performance level which falls below 92% will result in a penalty of $2,500 for each month the average is below the standard. Will-Call response times that exceed 60 minutes from the time a caller requests their ride are considered late trips. Read the entire page →
From page 218... ... 218 ADA Paratransit Service Models Location Response Text Orange County For regular communications, there is a weekly conference call with the agency and the on-site contractor management but any and all items of note are communicated as soon as they occur, for example, major incidents like accidents or service losses like break downs are sent to all concerned parties via text messaging and/or emails. Philadelphia Contractor have access to a set of reports and data. Read the entire page →
From page 219... ... Survey Responses by Question 219 Location Response Text Orange County Depending upon the severity and type of dispute, most issues are initially handled by a paratransit contract administrator. Of course, where necessary and needed, the section manager and/or department manager will be included and/or intervene for the appropriate resolutions. Read the entire page →
From page 220... ... 220 ADA Paratransit Service Models Location Statistics Year Portland FY 2016 Salt Lake City FY 2016 San Francisco FY 2016 Seattle CY 2016 Washington DC FY 2016 Q66: Please provide the on-time performance (%) for: Answer Options Response Percent Response Count Actual 95.8% 23 Service Standard 87.5% 21 Incentive Trigger 62.5% 15 Penalty Trigger 66.7% 16 answered question 24 skipped question 5 Location Actual Service Standard Incentive Trigger Penalty Trigger Ann Arbor 98% 97% NONE 96% Atlanta 90% 95% Austin 92.21 92% n/a <=91.99% Broward County 92.14% 92% Chicago 86 95 N/A N/A Columbus 95.5% 93-95% above 95% below 93% Dallas 90% 95% N/A 92% Denver 95 96 Houston 90.66 Kansas City 91 92 95 89 Los Angeles 90.8 91 Milwaukee 94.2% 92% 95% <92% New Jersey 94.4 average statewide Standards are region-based, and range from 92% - 97.75%. Read the entire page →
From page 221... ... Survey Responses by Question 221 Location Actual Service Standard Incentive Trigger Penalty Trigger Portland 91 94.5 Salt Lake City 97.87% 90% 95% San Francisco 86.14 90 <90 (tied to productivity) >85 Seattle 86.4 90 N/A N/A Washington DC 93.42% 92% 95% or Higher + Performance Criteria has to be met Tiered: Less than %92 (First tier) Read the entire page →
From page 222... ... 222 ADA Paratransit Service Models Q68: Please provide the missed trip rate (%) for: Answer Options Response Percent Response Count Actual 90.0% 18 Service Standard 70.0% 14 Incentive Trigger 50.0% 10 Penalty Trigger 70.0% 14 answered question 21 skipped question 10 Location Actual Service Standard Incentive Trigger Penalty Trigger Ann Arbor 0% 0% NONE 1 Atlanta Zero missed trips Any missed trips Austin per event Broward County 0.42% 0% Per Occurrence Chicago less than 1 percent 0 N/A N/A Dallas 0.2% 1% N/A 1% Kansas City 0.02 0.05 None 0.75 Los Angeles 1.34 Milwaukee .26% 0.5% N/A >.5% Nashville 0.04 New Jersey 2% event based Oakland 0.34% Orange County 0.09% N/A N/A N/A Orlando 1 1 Philadelphia n/a n/a n/a n/a Phoenix 1 Pierce County 3% 0% N/A N/A Pittsburgh <1% Salt Lake City 0.087 2% 1% Seattle 0.1 N/A N/A Washington, DC 0.38% 0.75% Tiered: Less than 0.50% (First tier) Read the entire page →
From page 223... ... Survey Responses by Question 223 Q69: Please provide the % of excessively long trips for: Answer Options Response Percent Response Count Actual 93.8% 15 Service Standard 68.8% 11 Incentive Trigger 56.3% 9 Penalty Trigger 62.5% 10 answered question 17 skipped question 12 Location Actual Service Standard Incentive Trigger Penalty Trigger Ann Arbor 100% 95% NONE 95% Broward County 1.84% 2.0% Dallas Not specifically a KPI, but average ride time (below) is our KPI 34 N/A 34 Denver 0.41 Kansas City 0 0 None None Los Angeles 4.2 Milwaukee 0 47 min average N/A >47 min average New Jersey 5.4% New York City 3.8 Oakland 0.16% less than 0.1% greater than 0.2% Orange County 0.20% N/A N/A N/A Orlando 5 0 Philadelphia n/a n/a n/a n/a Pierce County N/A N/A N/A N/A Pittsburgh Minimum 95% of trips within ride time standards Salt Lake City 1% 1% Seattle N/A N/A N/A N/A Q70: Please provide the trip productivity for: Answer Options Response Percent Response Count Actual 100.0% 20 Service Standard 75.0% 15 Incentive Trigger 65.0% 13 Penalty Trigger 70.0% 14 answered question 21 skipped question 8 Read the entire page →
From page 224... ... 224 ADA Paratransit Service Models Location Actual Service Standard Incentive Trigger Penalty Trigger Ann Arbor Lift Van 1.5, Sedan 2.0 NONE NONE NONE Broward County 1.51 1.7 < 1.5 Chicago 1.44 1.7 1.65 1.65 Columbus 1.44 Dallas 1.36 actual N/A N/A N/A production/total hours Denver 1.25 2 Kansas City 1.66 1.65 1.65> 1.50< Los Angeles 1.45 Milwaukee 1.9 1.93 1.98 1.92 New Jersey 1.58 Standards are regionbased ranges and are updated monthly. For the last month of FY 2016: Region 2 range was 1.6878 – 1.7969; Region 3 range was 1.3113 – 1.3529; Region 4 range was 1.3459 – 1.3924; Region 5 range was 1.6296 – 1.7011; Region 6 range was 1.49161 – 1.5621. Read the entire page →
From page 225... ... Survey Responses by Question 225 Location Actual Service Standard Incentive Trigger Penalty Trigger Ann Arbor 1:1000 1/2 of 1% of total trips for the day NONE At least 27 or more valid complaints per day. Austin 7.93 8 per 1K Passengers <=1.20 >=1.41 Broward County 0.48% 2.0% Chicago less than 1 percent 0 N/A complaints not answered within 3 business days Dallas 2.7 per 1000 actual trips 3 N/A 3 Denver 1.8 Kansas City 0.52 0 None If complaint is not responded to in 5 business days Los Angeles 3.4 per 1,000 trips New Jersey 0.65 confirmed complaints per 1,000 ADA trips delivered statewide 1 confirmed complaint per 1,000 trips delivered Incentive payments are earned on a monthly basis when a contracted Service Provider has less than 1 confirmed complaint per 1,000 ADA trips delivered. Read the entire page →
From page 226... ... 226 ADA Paratransit Service Models Q72: Please provide the average call hold time in minutes for: Answer Options Response Percent Response Count Actual 77.8% 14 Service Standard 72.2% 13 Incentive Trigger 55.6% 10 Penalty Trigger 55.6% 10 answered question 18 skipped question 11 Location Actual Service Standard Incentive Trigger Penalty Trigger Ann Arbor NONE Broward County 1.03 minutes 2 minutes Chicago 59.17 seconds less than 150 seconds N/A over 75 percent on hold over 150 seconds Columbus 55 to 85 seconds under 55 seconds over 85 seconds Dallas 1 min 10 seconds Service standard is the percentage of calls answered within a 3 and a 5 minute period, not hold time N/A N/A Denver 2.4 2 Kansas City 93 90 95 <90 Los Angeles 1 m 29 s 2 min Milwaukee 6 min average >6 min average New York City 32 seconds Oakland 1.3 minutes less than 2 minutes Orange County 2 m 35 s 1 m 30 s N/A >1:30 Orlando 2 2 Philadelphia Control/Dispatch 4:36, Reservation :29 seconds n/a n/a n/a Pierce County 2 m 38 s 2 m 30 s N/A N/A Salt Lake City 1.08 Seattle 1 m 1 s N/A N/A Washington DC N/A N/A Q73: Please provide any clarifying information for the seven questions above. Response Response Count answered question 9 skipped question 20 Read the entire page →
From page 227... ... Survey Responses by Question 227 Location Response Text Austin We have three service providers, so only our largest, MV Paratransit at our South Base was provided above. Dallas Hold time is not a KPI, but KPI indicates 95% of calls must be answered in under 3 minutes, 99% in under 5 minutes Los Angeles Trips 20 minutes or longer than the comparable fixed-route time (including walking, headways, transit time) Read the entire page →
From page 228... ... 228 ADA Paratransit Service Models Location How is an on-time trip defined? How is a late trip defined? Read the entire page →
From page 229... ... Survey Responses by Question 229 Location How is a missed trip defined? Ann Arbor 1. Read the entire page →
From page 230... ... 230 ADA Paratransit Service Models Location How is an excessively long trip defined? Ann Arbor •1-5 miles: 45 minutes of being picked up 95% of the trips • 5-10 miles: 60 minutes of being picked up 95% of the trips •10-15 miles: 90 minutes of being picked up 95% of the trips •15-20 miles: 120 minutes of being picked up 95% of the trips Austin Time factor based on distance, longer than comparable fixed-route trip Broward County "Excessive Trip Length": means a one-way trip wherein the ride exceeds the comparable time a similar trip would take if traveled by fixed-route bus service, including appropriate transfer and walk to bus stop time. Read the entire page →
From page 231... ... Survey Responses by Question 231 Location 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 232... ... 232 ADA Paratransit Service Models Location Number of revenue service hours (for the dedicated fleet(s) only) Read the entire page →
From page 233... ... Survey Responses by Question 233 Q75: What do you think are the major benefits of your current service model and/or, if applicable, your contracting/procurement process (which includes contractor method of payment and incentive/penalty structure) Read the entire page →
From page 234... ... 234 ADA Paratransit Service Models Location Response Text Austin Having multiple service providers means you have a backup in emergencies. Incentives and liquidated damages help to enforce the requirements of the contract. Read the entire page →
From page 235... ... Survey Responses by Question 235 Q77: Have you recently (within the last 5 years) changed your service model or contracting/procurement process? Read the entire page →
From page 236... ... 236 ADA Paratransit Service Models Location Response Text Austin Requirements of Sunset Commission related to collective bargaining requirements, competitive contract procurements. Broward County Reduce risk to County by owning rolling stock, if vendor fails to perform. Read the entire page →
From page 237... ... Survey Responses by Question 237 Q81: What aspects of the new service model or contracting/procurement process do you think is most responsible for this improvement? Response Response Count answered question 8 skipped question 21 Location Response Text Ann Arbor Changing to a dedicated provider model with no independent taxi provider has greatly improved quality of service and satisfaction of riders as well as drivers. Read the entire page →
From page 238... ... 238 ADA Paratransit Service Models Q83: What improvements (if any) have you seen from use of new technologies? Read the entire page →
From page 239... ... Survey Responses by Question 239 Oakland No. Philadelphia No Show Late Cancelation Policy Pierce County No Salt Lake City No San Francisco No Q85: For systems with centralized call center functions (with the transit agency, broker, or call center manager) Read the entire page →
From page 240... ... 240 ADA Paratransit Service Models Q86: For systems with in-house call centers and/or operations: what have been the most impactful characteristics of using agency staff to perform all or a part of your service? Response Response Count answered question 9 skipped question 20 Location Response Text Ann Arbor Quality of calls, direct oversight of employees, improved trip management. Read the entire page →
From page 241... ... Survey Responses by Question 241 Q88: For systems that use a dedicated service provider contractor or contractors for just for service delivery, what have been the most impactful characteristics of using a contractor(s) to perform service delivery? Read the entire page →
From page 242... ... 242 ADA Paratransit Service Models Q90: For systems that use multiple contractors for service delivery, what were the most important factors in your decision to involve more than one service provider contractor? Response Response Count answered question 11 skipped question 18 Location Response Text Austin Ability to choose what service should go to which provider based on costs, fleet capacities, etc. Read the entire page →
From page 243... ... Survey Responses by Question 243 Location Response Text Austin By default. Used 3rd party non-dedicated (taxi) Read the entire page →
From page 244... ... 244 ADA Paratransit Service Models Q93: Did you make this change to coincide with a change in the service model or contracting/procurement process? Answer Options Response Percent Response Count Yes 22.2% 4 No 11.1% 2 N/A: Made no changes 66.7% 12 answered question 18 skipped question 11 Q94: What were the primary reasons why you made this change? Read the entire page →
From page 245... ... Survey Responses by Question 245 Location Response Text Ann Arbor On-time performance is consistently between 96%-97% and customer satisfaction survey results are extremely positive. Chicago Outcomes pending Dallas The current contract has improved our performance metrics. Read the entire page →
From page 246... ... 246 ADA Paratransit Service Models Location Response Text Austin Evaluated superficially. It means we don't need to bring extra vehicles in just for peak service, but FULLY-BURDENED cost of overflow service and choice of trips sent to that provider has never been calculated by Finance. Read the entire page →
From page 247... ... Abbreviations and acronyms used without definitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACI–NA Airports Council International–North America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FAST Fixing America's Surface Transportation Act (2015) FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) Read the entire page →
From page 248... ... TRA N SPO RTATIO N RESEA RCH BO A RD 500 Fifth Street, N W W ashington, D C 20001 A D D RESS SERV ICE REQ U ESTED ISBN 978-0-309-39022-4 9 7 8 0 3 0 9 3 9 0 2 2 4 9 0 0 0 0 Read the entire page →

From page 174...

... 174 A P P E N D I X D Survey Responses by Question Q1: Please provide your contact information Answer Options Response Percent Response Count Agency/Organization 100.0% 29 Service Name 100.0% 29 City 93.1% 27 State 86.2% 25 Date 79.3% 23 Name 82.8% 24 Title 79.3% 23 E-mail 79.3% 23 Phone 75.9% 22 answered question 29 skipped question 0 Location Agency/ Organization Service Name City State Name Title Ann Arbor Ann Arbor Area Transportation Authority East Bay Paratransit Consortium (EBPC) Ann Arbor MI Brian Clouse Paratransit Coordinator Atlanta Metropolitan Atlanta Rapid Transit Authority (MARTA)