Specifications include, but are not limited to: Key areas identified as essential elements to include in procurement for ADA Paratransit and Paratransit Services include: A. Safety B. Training C. Customer Satisfaction D. Equipment E. Maintenance F. Personnel (wages/low turnover) G. Quality Assurance/Reporting/Invoicing H. Communications Each of these areas is included in the procurement and includes a series of consistent performance measures that will ensure that efficiency, quality, and safety standards are addressed when providing services. Performance measures that could be utilized in that regard include: A. Safety a. Compliance with applicable federal and state safety standards and regulations b. Accident frequency performance requirement c. Contractor’s historical accident frequency rates d. Agency required safety program elements i. Contractor's safety program description ii. Contractor’s System Safety Security Plan iii. Minimal level of insurance requirements B. Training a. Specify the qualities of the trained driver, e.g. safe, courteous, well groomed, and knowledgeable of ADA pre trip and in service operator requirements and passenger assistance techniques and familiar with all agency and contractor operating regulations. b. Specify driver trainer qualification requirements c. Specify agency required driver training program elements i. Defensive driving course ii. Passenger assistance training iii. Customer relations iv. Agency policies and fares v. Communications vi. Basics of ADA d. Set minimum standards on the length of training elements e. Specify agency periodic and retraining requirements f. Provide contractor’s training program curriculum for drivers and mechanics g. Set minimum ASE certification requirements h. Provide contractor’s dispatchers, schedulers, and supervisors training program C. Customer Satisfaction i. Complaints per 1000 trips performance standard goal ii. May set minimum standards on types of complaints 1. Denials 2. Late pick ups 3. Call waiting Courtesy iii. Provide contractor’s customer satisfaction program iv. Provide contractors complaint handling process and set minimum agency reporting time standards v. Provide contractor’s history of complaints/ compliments
