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From page 42... ... 42 Introduction Survey results provide an overview of transit agencies' evaluations of their processes and issues in relation to contracting fixed-route bus service. After a review of these results, six agencies were chosen as case examples. Read the entire page →
From page 43... ... Case examples 43 special event services, vanpools, and many more. According to the 2015 NTD data, RTD's service area population is 2.876 million. Read the entire page →
From page 44... ... 44 Contracting Fixed-route Bus transit Service and the contractor had only limited access to the fare boxes. RTD required camera systems and instituted other security measures. Read the entire page →
From page 45... ... Case examples 45 RTD staff also inspects buses from the customer perspective, looking at cleanliness, operator courtesy, announcements, and other factors that affect the customer's ride. Secret riders, many with disabilities, ride directly operated and contracted bus routes. Read the entire page →
From page 46... ... 46 Contracting Fixed-route Bus transit Service • Establishing a relationship with the local and corporate teams that allows and even encourages honest discussion. As an example, the agency heard complaints about a local team from contractor employees in the course of oversight activities in the field and was able to discuss its concerns with the regional manager, who appreciated both the information and the non-confrontational approach. Read the entire page →
From page 47... ... Case examples 47 damages for the most important items. This approach emphasized that, although contract compliance is important, the agency wants the contractor to succeed. Read the entire page →
From page 48... ... 48 Contracting Fixed-route Bus transit Service • Ensure frequent and clear communication between the contractor and the agency. This helps everyone to understand the goals of the agency and concerns on both sides. Read the entire page →
From page 49... ... Case examples 49 as opposed to arguing with riders. The agency has an app and a web page and will direct callers to these. Read the entire page →
From page 50... ... 50 Contracting Fixed-route Bus transit Service Keys to Success MATBUS reports the following keys to success. • A long-term approach. Read the entire page →
From page 51... ... Case examples 51 An agency can take two approaches: define minimum staffing or define the contract as performance based. The minimum staffing approach always opens the door to requests for additional staff. Read the entire page →
From page 52... ... 52 Contracting Fixed-route Bus transit Service If NCTD could change one aspect of the contracting process, the agency would provide as much information as possible in its RFP to help in preparing proposals and ensuring complete understanding of complexities, challenges, and expectations. Its RFPs have evolved over the years in this direction. Read the entire page →
From page 53... ... Case examples 53 it is important to consider if other resources are readily available below the national level (e.g., if it has other fixed-route contracts at nearby agencies) Read the entire page →
From page 54... ... 54 Contracting Fixed-route Bus transit Service bus operators, resulting in lots of turnover. This creates a need for ongoing training, and the agency is so small that road supervisors conduct the training, which leaves no supervision on the street. Read the entire page →
From page 55... ... Case examples 55 maximum service. Annual bus ridership in 2015 was 1.42 million on local bus and 1.66 million on commuter bus. Read the entire page →
From page 56... ... 56 Contracting Fixed-route Bus transit Service the year. An example of PRTC's ever-evolving contracting approach is the agency's handling of inadequate bus operator staffing; initially, such liquidated damages qualified for monthly and quarterly earn-backs. Read the entire page →
From page 57... ... Case examples 57 Postscript During the course of this study, PRTC named a new executive director who brings a different contracting philosophy to the agency. The current model defines the role of the contractor in a lengthy RFP. Read the entire page →

From page 42...

... 42 Introduction Survey results provide an overview of transit agencies' evaluations of their processes and issues in relation to contracting fixed-route bus service. After a review of these results, six agencies were chosen as case examples.