1. Ride Scheduling and Routing a. DCDHS staff schedule rides for non-emergency medical appointments, transportation to/from groceries, markets, work or school, etc. b. Transportation services include a mix of regularly scheduled trips as well as individual trips scheduled on an as-needed basis. c. The majority of rides are scheduled by County staff who also confirm trip details with passengers. On certain trips the provider may be responsible for communicating the pickup time directly to the passenger. Pickup windows shall not exceed 30 minutes. d. Routes should be the shortest distance unless construction or emergencies require detours. e. Unauthorized trips will not be billed. 2. Passenger Assistance a. Drivers provide door-to-door service upon request by DCDHS. b. Attendants and service animals ride free of charge. 3. Fare Collection a. No fares are collected from passengers. All billing shall be submitted monthly to the County. b. Drivers may not accept tips. 4. Transit Standards a. On-time pickup/drop-off adherence: 90% within 15 minutes, 100% within 30 minutes. b. Maximum missed trips: 0.5%. Maximum incorrect drop-offs: 0.1%. c. Non-injury accidents: >25,000 miles/incident. Injury accidents: >60,000 miles/incident. d. Vehicle maintenance: >5,000 miles/road call. 5. Operators a. Providers recruit, hire, train, and supervise drivers. b. Drivers must hold a valid driver’s license and City of Madison taxi operator permit which includes successful completion of a background check as required by City ordinance. Compliance with the permit requirement, including the background check component, is mandatory for all drivers providing services under this RFB. c. Must meet DOT drug/alcohol testing requirements as applicable/required by DOT. d. Required training: defensive driving, CPR/first aid, emergency procedures, and disability sensitivity. 6. Vehicles a. It is the provider's responsibility to ensure sufficient vehicle availability to meet all ride commitments accepted under this agreement. b. All vehicles used in these services shall have a current Certificate of Inspection by the State Patrol in compliance with Wisconsin Department of Transportation Administrative Rule Chapter TRANS 301 or have a City of Madison taxicab vehicle permit and inspection. c. Vehicles must be clean, safe, and have working heat/AC and communication systems. d. Maintenance records must be provided upon request. 7. Customer Satisfaction a. Customer complaint will be forwarded to DCDHS within 24 hours. b. Providers must respond back to DCDHS within 5 days and resolve within 10 days. c. DCDHS reserves the right to conduct customer satisfaction surveys...
