HomeMy Public PortalAbout09) 7G Approval of Consultant Services Agreement With Southland TransitAGENDA
ITEM ?.G.
PARKS AND RECREATION DEPARTMENT
DATE:
TO:
FROM:
MEMORANDUM
April15, 2014
Honorable Mayor and City Council
Donald E. Penman, Interim City Manager ().._
Via: Cathy Burroughs, Parks and Recreation Director Gtr
By: Wendy Chung, Management Analyst
SUBJECT: APPROVAL OF CONSULTANT SERVICES AGREEMENT WITH
SOUTHLAND TRANSIT
RECOMMENDATION:
The City Council is requested to:
a) Award a three-year Consultant Services Agreement with Southland Transit, Inc.
(STI) for management and operation of the City's Dial -A-Ride (DAR) program
(Attachment "A"), at a cost not to exceed $1,282,748 (i.e., $416,125, $427,226 and
$439,397 respectively for years one, two and three); and
b) Authorize the Interim City Manager to finalize and execute the Consultant Services
Agreement with STI.
BACKGROUND:
1. In 2011, the City entered a three-year Consultant Services Agreement with First
Transit to manage and operate its Dial-A-Ride program through June 30, 2014.
2. In December 2013, the City Counci l approved the Fixed-Route Transit Study in
concept, and directed staff to explore opportunities for improving local public
transportation services in the upcoming DAR procurement process.
3. On January 7, 2014, staff conducted a focus group with frequent DAR users to
solicit feedback on current service levels and address recent customer complaints.
Information was used to prepare a request for proposals (RFP) for a new DAR
contract.
City Council
April 15, 2014
Page 2 of 4
4. On February 10, 2014, the City issued a RFP to solicit bids for public transportation
services (Attachment "B")-including the continuing senior/disabled DAR, and
potential new fixed-route transit and general population DAR services.
5. On March 7, 2014, the City received two proposals in response to the Public
Transportation Services RFP-one from incumbent operator First Transit, and
another from STI (Attachment "C"). Reviews were conducted by Parks and
Recreation Director Cathy Burroughs, Parks and Recreation Coordinator Debbie
Ingram and Management Analyst Wendy Chung.
6. On March 25, 2014, the City conducted interviews with First Transit and STI.
Based on presentations, the interview panel consisting of Parks and Recreation
Commissioner Nanette Fish, Coordinator Ingram, and Management Analyst
Chung, concluded that STI would better meet the City's program needs and
expectations.
ANAlYSIS:
As part of broader continuing efforts to enhance community services, the City recently
conducted a Fixed-Route Transit Study and regularly conducted feedback sessions with
DAR users to evaluate existing public transportation offerings.
With the City's current DAR contract expiring on June 30, 2014, the City Council
directed staff to utilize the procurement process to solicit bids for the continuation of
DAR, and also determine feasibility for adding new municipal public transit services. In
February 2014, staff distributed an RFP for public transportation services for
senior/disabled DAR, a general population DAR, and a shuttle circulator system based
on the recent Fixed-Route Transit Study. The stated contract term was three years with
two one-year extension options.
The City received two bids-one from incumbent First Transit and another from local
operator STI. Considering limited public transportation funds, staff recommends the City
continue the existing DAR program using available County Proposition A local tax
returns, but not pursue additional public transportation services at this time. Should
additional funds become available in the future, both firms indicate ability and resources
to provide various transit services per the City's needs.
Following reviews of bids and interviews with both First Transit and STI, City's selection
panel recommend that the City Council award a contract to STI for management and
operation of the City's DAR, citing that STI's proposal better matched the City's goals
for improving program productivity and customer relations. Among the firm's experience
and proposal features that stood out:
City Council
April15, 2014
Page 3 of 4
• Longstanding and continuing contracts with nearby cities including Rosemead, El
Monte, Arcadia, Baldwin Park and Alhambra;
• Track record for increasing system productivity, and proactiveness 1n using
analytics to recommend solutions for improving efficiencies;
• Emphasis on community relations and communication including extensive
sensitivity training to develop customer service skills when dealing with senior
and special needs populations; written publicity materials to reinforce user
understanding of shared-ride service parameters; and regular contributions and
participation in unique outreach events such as "Senior Prom" and Valentine's
Day celebrations in Alhambra;
• Centralized operations facility in El Monte, approximately 2.5 miles from Temple
City; and
• Demonstrated expertise in optimizing resource management to ensure City's
program costs reflect actual service demand.
In light of recent DAR user complaints regarding rider comfort and customer experience
with the incumbent firm's dispatch office, staff believes that switching from First Transit
to local provider STI will result in increased customer satisfaction and program
administration. It is recommended the City Council enter a three-year Consultant
Services Agreement with STI to begin operation on July 1, 2014, at a cost not to exceed
$1,282,748 (i.e., $416,125, $427,226 and $439,397 respectively for years one, two and
three), with two one-year extension options.
CONCLUSION:
Based on proposals received, staff believes that STI's proactive approach to program
management and special focus on community outreach will help improve system
productivity and customer relations. With the existing DAR contract expiring on June 30,
2014, entering a new Consultant Services Agreement effective July 1, 2014 would allow
the City to continue providing uninterrupted DAR transportation to seniors and
community members of limited mobility.
FISCAL IMPACT:
If the City Council approves a contract with STI for management and operation of DAR,
a budget allocation would be included for Fiscal Year (FY) 2014-15 in an amount not to
exceed $416,125. Similarly, allocations would also be included for FYs 2015-16 and
2016-17 in amounts not to exceed $427,226 and $439,397 respectively.
City Council
April15, 2014
Page 4 of 4
ATTACHMENT:
A. Consultant Services Agreement with Southland Transit, Inc.
B. City of Temple City RFP for Public Transportation Services
C. Southland Transit, Inc. City of Temple City Proposal for Public Transportation
Services
ATTACHMENT A
CONSULTANT SERVICES AGREEMENT
RIV #4838-6958-3880 vl
By and Between
THE CITY OF TEMPLE CITY,
a municipal corporation
and
SOUTHLAND TRANSIT, INC.
-1-
AGREEMENT FOR CONSULTANT SERVICES
BETWEEN
THE CITY OF TEMPLE CITY, CALIFORNIA
AND
SOUTHLAND TRANSIT, INC.
This Agreement for Consultant Services ("Agreement") is entered into as of this __ day
of -:--:::----:-' 2014 by and between the City of TEMPLE CITY, a municipal corporation
("City") and a ("Consultant"). City and
Consultant are sometimes hereinafter individually referred to as "Party" and hereinafter
collectively referred to as the "Parties."
RECITALS
A. City has sought, by issuance of a Request for Proposals or Invitation for Bids, the
performance of the services defined and described particularly in Section 2 of this Agreement.
B. Consultant, following submission of a proposal or bid for the performance of the
services defined and described particularly in Section 2 of this Agreement, was selected by the
City to perform those services.
C. Pursuant to the City of Temple City's Municipal Code, City has authority to enter
into this Consultant Services Agreement and the City Manager has authority to execute this
Agreement.
D. The Parties desire to formalize the selection of Consultant for performance of
those services defined and described particularly in Section 2 of this Agreement and desire that
the terms of that performance be as particularly defined and described herein.
OPERATIVE PROVISIONS
NOW, THEREFORE, in consideration of the mutual promises and covenants made by
the Parties and contained here and other consideration, the value and adequacy of which are
hereby acknowledged, the parties agree as follows:
SECTION 1. TERM OF AGREEMENT.
Subject to the provisions of Section 20 "Termination of Agreement" of this Agreement,
the scope of services set forth in Exhibit "A" "Scope of Services" shall be completed pursuant to
the schedule specified in Exhibit "A." Should the scope of services not be completed pursuant to
that schedule, the Consultant shall be deemed to be in Default of this Agreement pursuant to
Section 21 of this Agreement. The City, in its sole discretion, may choose not to enforce the
Default provisions of this Agreement and may instead allow Consultant to continue performing
the scope of services until such services are complete.
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SECTION2. SCOPE OF SERVICES.
Consultant agrees to perform the services set forth in Exhibit "A" "Scope of Services"
and made a part of this Agreement.
SECTION3. ADDITIONAL SERVICES.
Consultant shall not be compensated for any services rendered in connection with its
performance of this Agreement which are in addition to or outside of those set forth in this
Agreement or listed in Exhibit "A'' "Scope of Services," unless such additional services are
authorized in advance and in writing by the City Council or City Manager of City. Consultant
shall be compensated for any such additional services in the amounts and in the manner agreed to
by the City Council or City Manager.
SECTION 4. COMPENSATION AND METHOD OF PAYMENT.
(a) Subject to any limitations set forth in this Agreement, City agrees to pay
Consultant the amounts specified in Exhibit "B" "Compensation" and made a part of this
Agreement. The total compensation, including reimbursement for actual expenses, shall not
exceed one million, two hundred eighty-two thousand, seven hundred and forty-three dollars
($1,282,743) over three years (i.e., $416,125, $427,226 and $439,397 for years one, two and
three respectively), unless additional compensation is approved in writing by the City Council or
City Manager.
(b) Each month Consultant shall furnish to City an original invoice for all work
performed and expenses incurred during the preceding month. The invoice shall detail charges
by the following categories: labor (by sub-category), travel, materials, equipment, supplies, and
sub-consultant contracts. Sub-consultant charges shall be detailed by the following categories:
labor, travel, materials, equipment and supplies. City shall independently review each invoice
submitted by the Consultant to determine whether the work performed and expenses incurred are
in compliance with the provisions of this Agreement. In the event that no charges or expenses
are disputed, the invoice shall be approved and paid according to the terms set forth in subsection
(c). In the event any charges or expenses are disputed by City, the original invoice shall be
returned by City to Consultant for correction and resubmission.
(c) Except as to any charges for work performed or expenses incurred by Consultant
which are disputed by City, City will use its best efforts to cause Consultant to be paid within
forty-five (45) days of receipt of Consultant's correct and undisputed invoice.
(d) Payment to Consultant for work performed pursuant to this Agreement shall not
be deemed to waive any defects in work performed by Consultant.
SECTION 5. INSPECTION AND FINAL ACCEPTANCE.
City may inspect and accept or reject any of Consultant's work under this Agreement,
either during perfmmance or when completed. City shall reject or finally accept Consultant's
work within sixty ( 60) days after submitted to City. City shall reject work by a timely written
explanation, otherwise Consultant's work shall be deemed to have been accepted. City's
acceptance shall be conclusive as to such work except with respect to latent defects, fraud and
such gross mistakes as amount to fraud. Acceptance of any of Consultant's work by City shall
not constitute a waiver of any of the provisions of this Agreement including, but not limited to,
sections 16 and 17, pertaining to indemnification and insurance, respectively.
SECTION 6. OWNERSHIP OF DOCUMENTS.
All original maps, models, designs, drawings, photographs, studies, surveys, reports, data,
notes, computer files, files and other documents prepared, developed or discovered by Consultant
in the course of providing any services pursuant to this Agreement shall become the sole property
of City and may be used, reused or otherwise disposed of by City without the permission of the
Consultant. Upon completion, expiration or termination of this Agreement, Consultant shall turn
over to City all such original maps, models, designs, drawings, photographs, studies, surveys,
reports, data, notes, computer files, files and other documents.
If and to the extent that City utilizes for any purpose not related to this Agreement any
maps, models, designs, drawings, photographs, studies, surveys, reports, data, notes, computer
files, files or other documents prepared, developed or discovered by Consultant in the course of
providing any services pursuant to this Agreement, Consultant's guarantees and warrants related
to Standard of Performance and found in Section 9 of this Agreement shall not extend to such
use of the maps, models, designs, drawings, photographs, studies, surveys, reports, data, notes,
computer files, files or other documents.
SECTION7. CONSULTANT'S BOOKS AND RECORDS.
(a) Consultant shall maintain any and all documents and records demonstrating or
relating to Consultant's performance of services pursuant to this Agreement. Consultant shall
maintain any and all ledgers, books of account, invoices, vouchers, canceled checks, or other
documents or records evidencing or relating to work, services, expenditures and disbursements
charged to City pursuant to this Agreement. Any and all such documents or records shall be
maintained in accordance with generally accepted accounting principles and shall be sufficiently
complete and detailed so as to permit an accurate evaluation of the services provided by
Consultant pursuant to this Agreement. Any and all such documents or records shall be
maintained for three years from the date of execution of this Agreement and to the extent
required by laws relating to audits of public agencies and their expenditures.
(b) Any and all records or documents required to be maintained pursuant to this
section shall be made available for inspection, audit and copying, at any time during regular
business hours, upon request by City or its designated representative. Copies of such documents
or records shall be provided directly to the City for inspection, audit and copying when it is
practical to do so; otherwise, unless an alternative is mutually agreed upon, such documents and
records shall be made available at Consultant's address indicated for receipt of notices in this
Agreement.
(c) Where City has reason to believe that any of the documents or records required to
be maintained pursuant to this section may be lost or discarded due to dissolution or termination
of Consultant's business, City may, by written request, require that custody of such documents or
records be given to the City and that such documents and records be maintained by the requesting
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party. Access to such documents and records shall be granted to City, as well as to its
successors-in-interest and authorized representatives.
SECTIONS. STATUS OF CONSULTANT.
(a) Consultant is and shall at all times remain a wholly independent contractor and
not an officer, employee or agent of City. Consultant shall have no authority to bind City in any
manner, nor to incur any obligation, debt or liability of any kind on behalf of or against City,
whether by contract or otherwise, unless such authority is expressly conferred under this
AGREEMENT or is otherwise expressly conferred in writing by City.
(b) The personnel performing the services under this Agreement on behalf of
Consultant shall at all times be under Consultant's exclusive direction and control. Neither City,
nor any elected or appointed boards, officers, officials, employees or agents of City, shall have
control over the conduct of Consultant or any of Consultant's officers, employees, or agents
except as set forth in this Agreement. Consultant shall not at any time or in any manner represent
that Consultant or any of Consultant's officers, employees, or agents are in any manner officials,
officers, employees or agents of City.
(c) Neither Consultant , nor any of Consultant's officers, employees or agents, shall
obtain any rights to retirement, health care or any other benefits which may otherwise accrue to
City's employees. Consultant expressly waives any claim Consultant may have to any such
rights.
SECTION9. STANDARD OF PERFORMANCE.
Consultant represents and warrants that it has the qualifications, experience and facilities
necessary to properly perform the services required under this Agreement in a thorough,
competent and professional manner. Consultant shall at all times faithfully, competently and to
the best of its ability, experience and talent, perform all services described herein. In meeting its
obligations under this Agreement, Consultant shall employ, at a minimum, generally accepted
standards and practices utilized by persons engaged in providing services similar to those
required of Consultant under this Agreement.
If and to the extent that City utilizes for any purpose not related to this Agreement any
maps, models, designs, drawings, photographs, studies, surveys, reports, data, notes, computer
files, files or other documents prepared, developed or discovered by Consultant in the course of
providing any services pursuant to this Agreement, Consultant's guarantees and warranties
related to Standard of Performance shall not extend to such use of the maps, models, designs,
drawings, photographs, studies, surveys, reports, data, notes, computer files, files or other
documents.
SECTION 10. COMPLIANCE WITH APPLICABLE LAWS; PERMITS AND
LICENSES.
Consultant shall keep itself informed of and comply with all applicable federal, state and
local laws, statutes, codes, ordinances, regulations and rules in effect during the term of this
Agreement. Consultant shall obtain any and all licenses, permits and authorizations necessary to
perform the services set forth in this Agreement. Neither City, nor any elected or appointed
boards, officers, officials, employees or agents of City, shall be liable, at law or in equity, as a
result of any failure of Consultant to comply with this section.
SECTION 11. PREVAILING WAGE LAWS
It is the understanding of City and Consultant that California prevailing wage laws do not
apply to this Agreement because the Agreement does not involve any of the following services
subject to prevailing wage rates pursuant to the California Labor Code or regulations
promulgated thereunder: Construction, alteration, demolition, installation, or repair work
performed on public buildings, facilities, streets or sewers done under contract and paid for in
whole or in part out of public funds. In this context, "construction" includes work performed
during the design and preconstruction phases of construction including, but not limited to,
inspection and land surveying work.
SECTION 12. NONDISCRIMINATION.
Consultant shall not discriminate, in any way, against any person on the basis of race,
color, religious creed, national origin, ancestry, sex, age, physical handicap, medical condition or
marital status in connection with or related to the performance of this Agreement.
SECTION 13. UNAUTHORIZED ALIENS.
Consultant hereby promises and agrees to comply with all of the provisions of the Federal
Immigration and Nationality Act, 8 U.S.C.A. §§ 1101, et seg., as amended, and in connection
therewith, shall not employ unauthorized aliens as defined therein. Should Consultant so employ
such unauthorized aliens for the performance of work and/or services covered by this Agreement,
and should the any liability or sanctions be imposed against City for such use of unauthorized
aliens, Consultant hereby agrees to and shall reimburse City for the cost of all such liabilities or
sanctions imposed, together with any and all costs, including attorneys' fees, incurred by City.
SECTION 14. CONFLICTS OF INTEREST.
(a) Consultant covenants that neither it, nor any officer or principal of its firm, has or
shall acquire any interest, directly or indirectly, which would con11ict in any manner with the
interests of City or which would in any way hinder Consultant's performance of services under
this Agreement. Consultant further covenants that in the performance of this Agreement, no
person having any such interest shall be employed by it as an officer, employee, agent or
subcontractor without the express written consent of the City Manager. Consultant agrees to at all
times avoid con11icts of interest or the appearance of any con11icts of interest with the interests of
City in the performance of this Agreement.
(b) City understands and acknowledges that Consultant is, as of the date of execution
of this Agreement, independently involved in the performance of non-related services for other
governmental agencies and private parties. Consultant is unaware of any stated position of City
relative to such projects. Any future position of City on such projects shall not be considered a
con11ict of interest for purposes of this section.
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(c) City understands and acknowledges that Consultant will, perform non-related
services for other governmental agencies and private parties following the completion of the
scope of work under this Agreement. Any such future service shall not be considered a conflict
of interest for purposes of this section.
SECTION 15. CONFIDENTIAL INFORMATION; RELEASE OF INFORMATION.
(a) All information gained or work product produced by Consultant in performance of
this Agreement shall be considered confidential, unless such information is in the public domain
or already known to Consultant. Consultant shall not release or disclose any such information or
work product to persons or entities other than City without prior written authorization from the
City Manager, except as may be required by law.
(b) Consultant, its officers, employees, agents or subcontractors, shall not, without
prior written authorization from the City Manager or unless requested by the City Attorney of
City, voluntarily provide declarations, letters of support, testimony at depositions, response to
interrogatories or other information concerning the work performed under this Agreement.
Response to a subpoena or court order shall not be considered "voluntary" provided Consultant
gives City notice of such court order or subpoena.
(c) If Consultant, or any officer, employee, agent or subcontractor of Consultant,
provides any information or work product in violation of this Agreement, then City shall have the
right to reimbursement and indemnity from Consultant for any damages, costs and fees,
including attorneys fees, caused by or incurred as a result of Consultant's conduct.
(d) Consultant shall promptly notify City should Consultant , its officers, employees,
agents or subcontractors be served with any summons, complaint, subpoena, notice of deposition,
request for documents, interrogatories, request for admissions or other discovery request, court
order or subpoena from any party regarding this Agreement and the work performed thereunder.
City retains the right, but has no obligation, to represent Consultant or be present at any
deposition, hearing or similar proceeding. Consultant agrees to cooperate fully with City and to
provide City with the opportunity to review any response to discovery requests provided by
Consultant. However, this right to review any such response does not imply or mean the right by
City to control, direct, or rewrite said response.
SECTION 16. INDEMNIFICATION.
(a) Indemnification for Professional Liabilitv. Where the law establishes a
professional standard of care for Consultant's Services, to the fullest extent permitted by law,
Consultant shall indemnify, protect, defend and hold harmless City and any and all of its
officials, employees and agents ("Indemnified Parties") from and against any and all losses,
liabilities, damages, costs and expenses, including attorney's fees and costs to the extent same are
caused in whole or in part by any negligent or wrongful act, error or omission of Consultant, its
officers, agents, employees or sub-consultants (or any entity or individual that Consultant shall
bear the legal liability thereof) in the performance of professional services under this Agreement.
(b) Indemnification for Other than Professional Liability. Other than in the
performance of professional services and to the full extent permitted by law, Consultant shall
indemnifY, protect, defend and hold harmless City, and any and all of its employees, officials and
agents from and against any liability (including liability for claims, suits, actions, arbitration
proceedings, administrative proceedings, regulatory proceedings, losses, expenses or costs of any
kind, whether actual, alleged or threatened, inc! uding attomeys fees and costs, court costs,
interest, defense costs, and expert witness fees), where the same arise out of, are a consequence
of, or are in any way attributable to, in whole or in part, the performance of this Agreement by
Consultant or by any individual or entity for which Consultant is legally liable, including but not
limited to officers, agents, employees or sub-contractors of Consultant.
(c) General Indenmification Provisions. Consultant agrees to obtain executed
indenmity Agreements with provisions identical to those set forth here in this section from each
and every sub-contractor or any other person or entity involved by, for, with or on behalf of
Consultant in the performance of this Agreement. In the event Consultant fails to obtain such
indemnity obligations from others as required here, Consultant agrees to be fully responsible
according to the terms of this section. Failure of City to monitor compliance with these
requirements imposes no additional obligations on City and will in no way act as a waiver of any
rights hereunder. This obligation to indemnifY and defend City as set forth here is binding on the
successors, assigns or heirs of Consultant and shall survive the termination of this Agreement or
this section.
(d) Limitation of Indenmification. Notwithstanding any provision of this Section 16
[Indenmification] to the contrary, design professionals are required to defend and indemnifY the
City only to the extent permitted by Civil Code Section 2782.8, which limits the liability of a
design professional to claims, suits, actions, arbitration proceedings, administrative proceedings,
regulatory proceedings, losses, expenses or costs that arise out of, pertain to, or relate to the
negligence, recklessness, or willful misconduct of the design professional. The term "design
professional," as defined in Section 2782.8, is limited to licensed architects, licensed landscape
architects, registered professional engineers, professional land surveyors, and the business
entities that offer such services in accordance with the applicable provisions of the California
Business and Professions Code.
(e) The provisions of this section do not apply to claims occurring as a result of City's
sole negligence. The provisions of this section shall not release City from liability arising from
gross negligence or willful acts or omissions of City or any and all of its officials, employees and
agents.
SECTION 17. INSURANCE.
Consultant agrees to obtain and maintain in full force and effect during the term of this
Agreement the insurance policies set forth in Exhibit "C" "Insurance" and made a part of this
Agreement. All insurance policies shall be subject to approval by City as to form and content.
These requirements are subject to amendment or waiver if so approved in writing by the City
Manager. Consultant agrees to provide City with copies of required policies upon request.
SECTION 18. ASSIGNMENT.
The expertise and experience of Consultant are material considerations for this
Agreement. City has an interest in the qualifications of and capability of the persons and entities
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who will fulfill the duties and obligations imposed upon Consultant under this Agreement. In
recognition of that interest, Consultant shall not assign or transfer this Agreement or any portion
of this Agreement or the performance of any of Consultant's duties or obligations under this
Agreement without the prior written consent of the City Council. Any attempted assignment
shall be ineffective, null and void, and shall constitute a material breach of this Agreement
entitling City to any and all remedies at law or in equity, including summary tennination of this
Agreement. City acknowledges, however, that Consultant, in the performance of its duties
pursuant to this Agreement, may utilize subcontractors.
SECTION 19. CONTINUITY OF PERSONNEL.
Consultant shall malce every reasonable effort to maintain the stability and continuity of
Consultant's staff and subcontractors, if any, assigned to perform the services required under this
Agreement. Consultant shall notifY City of any changes in Consultant's staff and subcontractors,
if any, assigned to perform the services required under this Agreement, prior to and during any
such perfonnance.
SECTION20. TERMINATION OF AGREEMENT.
(a) City may terminate this Agreement, with or without cause, at any time by giving
thirty (30) days written notice of termination to Consultant. In the event such notice is given,
Consultant shall cease immediately all work in progress.
(b) Consultant may terminate this Agreement for cause at any time upon thirty (30)
days written notice oftermination to City.
(c) If either Consultant or City fail to perform any material obligation under this
Agreement, then, in addition to any other remedies, either Consultant, or City may terminate this
Agreement immediately upon written notice.
(d) Upon termination of this Agreement by either Consultant or City, all property
belonging exclusively to City which is in Consultant's possession shall be returned to City.
Consultant shall furnish to City a final invoice for work performed and expenses incurred by
Consultant, prepared as set forth in Section 4 of this Agreement. This final invoice shall be
reviewed and paid in the same manner as set forth in Section 4 of this Agreement.
SECTION21. DEFAULT.
In the event that Consultant is in default under the terms of this Agreement, the City shall
not have any obligation or duty to continue compensating Consultant for any work performed
after the date of default. Instead, the City may give notice to Consultant of the default and the
reasons for the default. The notice shall include the timeframe in which Consultant may cure the
default. This timeframe is presumptively thirty (30) days, but may be extended, though not
reduced, if circumstances warrant. During the period of time that Consultant is in default, the
City shall hold all invoices and shall, when the default is cured, proceed with payment on the
invoices. In the alternative, the City may, in its sole discretion, elect to pay some or all of the
outstanding invoices during the period of default. If Consultant does not cure the default, the
City may take necessary steps to terminate this Agreement under Section 20. Any failure on the
part of the City to give notice of the Consultant's default shall not be deemed to result in a waiver
of the City's legal rights or any rights arising out of any provision of this Agreement.
SECTION22. EXCUSABLE DELAYS.
Consultant shall not be liable for damages, including liquidated damages, if any, caused
by delay in performance or failure to perform due to causes beyond the control of Consultant.
Such causes include, but are not limited to, acts of God, acts of the public enemy, acts of federal,
state or local governments, acts of City, court orders, fires, floods, epidemics, strikes, embargoes,
and unusually severe weather. The term and price of this Agreement shall be equitably adjusted
for any delays due to such causes.
SECTION23. COOPERATION BY CITY.
All public infommtion, data, reports, records, and maps as are existing and available to
City as public records, and which are necessary for carrying out the work as outlined in the
Exhibit "A" "Scope of Services," shall be furnished to Consultant in every reasonable way to
facilitate, without undue delay, the work to be performed under this Agreement.
SECTION24. NOTICES.
All notices required or permitted to be given under this Agreement shall be in writing and
shall be personally delivered, or sent by telecopier or certified mail, postage prepaid and return
receipt requested, addressed as follows:
To City:
To Consultant:
City of Temple City
Attn: City Manager
9701 Las Tunas Dr.
Temple City, CA 91780
Southland Transit, Inc.
Scott Transue, Vice President/COO
3650 Rockwell Ave.
El Monte, CA 91731
Notice shall be deemed effective on the date personally delivered or transmitted by
facsimile or, if mailed, three (3) days after deposit of the same in the custody of the United States
Postal Service.
SECTION25. AUTHORITY TO EXECUTE.
The person or persons executing this Agreement on behalf of Consultant represents and
warrants that he/she/they has/have the authority to so execute this Agreement and to bind
Consultant to the performance of its obligations hereunder.
SECTION26. ADMINISTRATION AND IMPLEMENTATION.
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This Agreement shall be administered and executed by the City Manager or his or her
designated representative, following approval of this Agreement by the City Council. The City
Manager shall have the authority to issue interpretations and to make minor amendments to this
Agreement on behalf of the City so long as such actions do not materially change the Agreement
or make a commitment of additional funds of the City. All other changes, modifications, and
amendments shall require the prior approval of the City Council.
SECTION27. BINDING EFFECT.
This Agreement shall be binding upon the heirs, executors, administrators, successors and
assigns of the parties.
SECTION28. MODIFICATION OF AGREEMENT.
No amendment to or modification of this Agreement shall be valid unless made in writing
and approved by the Consultant and by the City Council. The parties agree that this requirement
for written modifications cannot be waived and that any attempted waiver shall be void.
SECTION29. WAIVER.
Waiver by any party to this Agreement of any term, condition, or covenant of this
Agreement shall not constitute a waiver of any other term, condition, or covenant. Waiver by
any party of any breach of the provisions of this Agreement shall not constitute a waiver of any
other provision nor a waiver of any subsequent breach or violation of any provision of this
Agreement. Acceptance by City of any work or services by Consultant shall not constitute a
waiver of any of the provisions of this Agreement.
SECTION30. LAW TO GOVERN; VENUE.
This Agreement shall be interpreted, construed and governed according to the laws of the
State of California. In the event of litigation between the parties, venue in state trial courts shall
lie exclusively in the County of Los Angeles, California. In the event of litigation in a U.S.
District Court, venue shall lie exclusively in the Central District of California, in Los Angeles.
SECTION31. ATTORNEYS FEES, COSTS AND EXPENSES.
In the event litigation or other proceeding is required to enforce or interpret any provision
of this Agreement, the prevailing party in such litigation or other proceeding shall be entitled to
an award of reasonable attorney's fees, costs and expenses, in addition to any other relief to
which it may be entitled.
SECTION32. ENTIRE AGREEMENT.
This Agreement, including the attached Exhibits "A" through "C", is the entire, complete,
final and exclusive expression of the parties with respect to the matters addressed therein and
supersedes all other Agreements or understandings, whether oral or written, or entered into
between Consultant and City prior to the execution of this Agreement. No statements,
representations or other Agreements, whether oral or written, made by any party which are not
embodied herein shall be valid and binding. No amendment to this Agreement shall be valid and
binding unless in writing duly executed by the parties or their authorized representatives.
SECTION33. SEVERABILITY.
If any term, condition or covenant of this Agreement is declared or determined by any
court of competent jurisdiction to be invalid, void or unenforceable, the remaining provisions of
this Agreement shall not be affected thereby and the Agreement shall be read and construed
without the invalid, void or unenforceable provision(s).
IN WITNESS WHEREOF, the parties hereto have executed this Agreement on the date
and year first-above written.
ATTEST:/
PeggyKuo
City Clerk
APPROVED AS TO FORM
By:
~~~~------------------
Eric S. Vail
City Attorney
By: ______________________ ___
Its: ________________________ _
RN #4838·6958·3880 vi
CITY OF TEMPLE CITY
By:
--~~~------------~
Donald E. Penman
Interim City Manager
By: ________________________ ~
Its: ____________________ _
-11 -
NOTE: CONSULTANT'S SIGNATURES SHALL BE DULY NOTARIZED, AND
APPROPRIATE ATTESTATIONS SHALL BE INCLUDED AS MAY BE
REQUIRED BY THE BYLAWS, ARTICLES OF INCORPORATION, OR
OTHER RULES OR REGULATIONS APPLICABLE TO DEVELOPER'S
BUSINESS ENTITY.
CALIFORNIA ALL-PURPOSE ACKNOWLEDGMENT
STATE OF CALIFORNIA
COUNTY OF
On before me, , personally appeared , proved to me on
tbe basis of satisfactory evidence to be the person(s) whose names(s) is/are subscribed to the within instrument and
acknowledged to me that he/she/they executed the same in his/her/their authorized capacity(ies), and that by
his/her/their signature(s) on the instrument the person(s), or tbe entity upon behalf of which the person(s) acted,
executed the instrument.
I certify under PENALTY OF PERJURY under the laws of the State of California that the foregoing paragraph is
true and correct.
WITNESS my hand and official seal.
Signature:-------------~·
OPTIONAL
Though the data below is not required by law, it may prove valuable to persons relying on the document and could
prevent fraudulent reattachment of this form
CAPACITY CLAIMED BY SIGNER
D INDIVIDUAL
0 CORPORATE OFFICER
TlTLE(S)
PARTNER(S) D
D
ATTORNEY-IN-FACT
TRUSTEE(S)
LIMITED
GENERAL
D
D
D
D
D
GUARDIAN/CONSERVATOR
OTHER~~~~~~~~~~---
SIGNER IS REPRESENTING:
(NAME OF PERSON(S) OR ENTlTY(lES))
RIV #4838-6958-3880 vl
DESCRIPTION OF ATTACHED DOCUMENT
TITLE OR TYPE OF DOCUMENT
NUMBER OF PAGES
DATE OF DOCUMENT
SIGNER(S) OTHER THAN NAMED ABOVE
CALIFORNIA ALL-PURPOSE ACKNOWLEDGMENT
STATE OF CALIFORNIA
COUNTY OF
On ____ , before me, _______ , personally appeared ______ _
0 personally known to me-OR-0 proved to me on the basis of satisfactory evidence to be the person(s) whose
names(s) is/are subscribed to the within instrument and
acknowledged to me that he/she/they executed the same in
his/her/their authorized capacity(ies), and that by his/her/their
signature(s) on the instrument the person(s), or the entity upon
behalf of which the person(s) acted, executed the instrument.
WITNESS my hand and official seal.
(SIGNATURE OF NOTARY)
OPTIONAL
Though the data below is not required by law, it may prove valuable to persons relying on the document and could
prevent fraudulent reattachment of this form
CAPACITY CLAIMED BY SIGNER
D INDIVIDUAL
0 CORPORATE OFFICER
D
D
D
D
D
TITLE(S)
PARTNER(S) D LIMITED
D GENERAL
ATTORNEY-IN-FACT
TRUSTEE(S)
GUARDIAN/CONSERVATOR
OTHER~------------
SIGNER IS REPRESENTING:
(NAME OF PERSON(S) OR ENTITY(IES))
DESCRIPTION OF ATTACHED DOCUMENT
TITLE OR TYPE OF DOCUMENT
NUMBER OF PAGES
DATE OF DOCUMENT
SIGNER(S) OTHER THAN NAMED ABOVE
6876 vl
EXHIBIT "A"
SCOPE OF SERVICES
The Scope of Services, including services, work products, and persmmel, are subject to
change by mutual Agreement. Consultant shall perform this scope of services for a three-year
term starting July l, 2014 through June 30, 2017. Upon mutual agreement by both parties, City
and Consultant may extend this Agreement for an additional two years at one-year intervals.
RIV #4838-6958-3880 vl
A-1
EXHIBIT "B"
COMPENSATION
I. The City will compensate Consultant for the Services performed upon submission of a
valid invoice. Each invoice is to include:
A. Line items for all personnel describing the work performed, the number of hours
worked, and the hourly rate.
B. Line items for all supplies properly charged to the Services.
C. Line items for all travel properly charged to the Services.
D. Line items for all equipment properly charged to the Services.
E. Line items for all materials properly charged to the Services.
F. Line items for all subcontractor labor, supplies, equipment, materials, and travel
properly charged to the Services.
II. The total compensation for the Services shall not exceed $1,282,743 over three years
(i.e., $416,125, $427,226 and $439,397 for years one, two and three respectively), as
provided in Section 4 of this Agreement.
RIV #4838-6958-3880 vl
B-1
EXHIBIT "C"
INSURANCE
A. Insurance Requirements. Consultant shall provide and maintain insurance,
acceptable to the City Manager or City Counsel, in full force and effect throughout the term of
this Agreement, against claims for injuries to persons or damages to property which may arise
from or in connection with the performance of the work hereunder by Consultant, its agents,
representatives or employees. Insurance is to be placed with insurers with a current A.M. Best's
rating of no less than A:Vll. Consultant shall provide the following scope and limits of
msurance:
1. Minimum Scope of Insurance. Coverage shall be at least as broad as:
(1) Insurance Services Office form Commercial General Liability
coverage (Occurrence Form CG 0001).
(2) Insurance Services Office form number CA 0001 (Ed. 1/87)
covering Automobile Liability, including code I "any auto" and endorsement CA 0025, or
equivalent forms subject to the written approval of the City.
(3) Workers' Compensation insurance as required by the Labor Code
of State of California and Employer's Liability insurance and covering all persons providing
services on behalf of the Consultant and all risks to such persons under this Agreement.
(4) Professional liability insurance appropriate to the Consultant's
profession. This coverage may be written on a "claims made" basis, and must include coverage
for contractual liability. The professional liability insurance required by this Agreement must be
endorsed to be applicable to claims based upon, arising out of or related to services performed
under this Agreement. The insurance must be maintained for at least 3 consecutive years
following the completion of Consultant's services or the termination of this Agreement. During
this additional 3-year period, Consultant shall annually and upon request of the City submit
written evidence of this continuous coverage.
2. Minimum Limits of Insurance. Consultant shall maintain limits of
insurance no less than:
(1) General Liability: $1,000,000 general aggregate for bodily injury,
personal injury and property damage.
(2) Automobile Liability: $1,000,000 per accident for bodily injury
and property damage. A combined single limit policy with aggregate limits in an amount of not
less than $2,000,000 shall be considered equivalent to the said required minimum limits set forth
above.
RN #4838-6958-3880 v 1
C-1
(3) Workers' Compensation and Employer's Liability: Workers'
Compensation as required by the Labor Code of the State of California and Employers Liability
limits of not less than $1,000,000 per accident.
(4) Professional Liability: $1,000,000 per occurrence.
B. Other Provisions. Insurance policies required by this Agreement shall contain the
following provisions:
1. All Policies. Each insurance policy required by this Agreement shall be
endorsed and state the coverage shall not be suspended, voided, cancelled by the insurer or either
party to this Agreement, reduced in coverage or in limits except after 30 days' prior written notice
by Certified mail, return receipt requested, has been given to City.
2. General Liability and Automobile Liability Coverages.
(1) City, and its respective elected and appointed oi1icers, officials,
and employees and volunteers are to be covered as additional insureds as respects: liability
arising out of activities Consultant performs; products and completed operations of Consultant;
premises owned, occupied or used by Consultant ; or automobiles owned, leased, hired or
borrowed by Consultant. The coverage shall contain no special limitations on the scope of
protection afforded to City, and their respective elected and appointed officers, officials, or
employees.
(2) Consultant's insurance coverage shall be primary insurance with
respect to City, and its respective elected and appointed, its officers, officials, employees and
volunteers. Any insurance or self insurance maintained by City, and its respective elected and
appointed officers, officials, employees or volunteers, shall apply in excess o±: and not contribute
with, Consultant's insurance.
(3) Consultant's insurance shall apply separately to each insured
against whom claim is made or suit is brought, except with respect to the limits of the insurer's
liability.
(4) Any failure to comply with the reporting or other provisions of the
policies including breaches of warranties shall not affect coverage provided to City, and its
respective elected and appointed officers, oillcials, employees or volunteers.
3. Workers' Compensation and Employer's Liability Coverage. Unless the
City Manager otherwise agrees in writing, the insurer shall agree to waive all rights of
subrogation against City, and its respective elected and appointed officers, officials, employees
and agents for losses arising from work performed by Consultant.
C. Other Requirements. Consultant agrees to deposit with City, at or before the
effective date of this contract, certificates of insurance necessary to satisfY City that the insurance
provisions of this contract have been complied with. The City Attorney may require that
Consultant furnish City with copies of original endorsements effecting coverage required by this
Section. The certificates and endorsements are to be signed by a person authorized by that
insurer to bind coverage on its behalf. City reserves the right to inspect complete, certified
copies of all required insurance policies, at any time.
1. Consultant shall furnish certificates and endorsements from each
subcontractor identical to those Consultant provides.
2. Any deductibles or self-insured retentions must be declared to and
approved by City. At the option of City, either the insurer shall reduce or eliminate such
deductibles or self-insured retentions as respects City or its respective elected or appointed
officers, officials, employees and vohmteers or the Consultant shall procure a bond guaranteeing
payment oflosses and related investigations, claim administration, defense expenses and claims.
3. The procuring of such required policy or policies of insurance shall not be
construed to limit Consultant's liability hereunder nor to ful±ill the indemnification provisions
and requirements of this Agreement.
RIV #4838-6958-3880 vi
C-3
Ill
City of Temple City
Request for Proposal
f or
Public Transportation Services
February 20 14
City of Temple City
9701 Las Tu nas D rive
Te mple City, CA 9 1780
T: 626.285.2171
F: 626.285 .8192
www.templ ec ity.us
ATTACHMENT 8
City of Temple City
Request for Proposals
Pu bl ic Tran sportation Se rvices
February 2014
TABLE OF CONTENTS
Background
Project Introduction
Scope of Work
3
3
5
I. Basic Program Requirements 5
A. Staff Roles & Responsibilities 5
B. Customer Service Delivery 6
c. Program Administration 8
D. Vehicle Operation & Maintenance 11
II. Program Specifications 12
1. Paratransit Dial -A-Ride
2. Fixed-Route Transit
3. Genera l Popu lation Dial -A-Ride
Proposa l Submittal Requirements
Questions and Responses
Min imum Consultant Requirements
Consultant Selection Procedure
Project Schedule
General Conditions
Attachments
A. City Standard Contract
B. Temple City DAR Service Plan
C. Fi xed-Route Tra nsit Study Recommended Service Plan
D. Proposal Worksheets
Page 2 o f 23
12
14
15
17
19
19
20
20
21
23
Ci ty of Temple City
Request for Proposals
Public Transportation Services
February 2014
BACKGROUND
Temple City is centrally located in the west San Gabriel Valley approximately five miles southeast
of Pasadena; 13 miles east of downtown Los Angeles; and surrounded by the cities of Arcadia,
San Gabriel, El Monte, Rosemead, and unincorporated portions of Los Angeles County. The city
is approximately 3.85 square miles and p r edominantly residen tial. The 2010 U.S. Census Bureau
indicates a total population of 35,558.
With an expiring Dial-A-Ride (DAR) contract and re cently completed fixed-r oute transit study,
the City is now reevaluating transportation offerings, exploring opportunities to enhance
existing and possibly add new services. Public transportation includes several regional bus
routes operated by Los Angeles County Metropolitan Transportation Authority (Metro) and
Foothill Transit. The only local service offered is DAR for seniors and community members of
limited mobility. Expanding public transportation offerings would not only further various City
Council objectives (e.g., elevate existing services, facilitate downtown access, and promote
sustainable infrastructure and alternative transportation modes); but also fulfill
recommendations from recent planning studies (i.e., Traffic Calming Master Plan and Downtown
Parking Strategic Plan).
The City Council is the policymaking body for the City's t ra nspo rtation programs, while the Parks
and Recreation Department oversees the overall administration, planning, monitoring and
marketing of offerings.
PROJECT INTRODUCTION
The City of Temple City ("City") seeks proposals from a qualified Service Contractor
("Contractor") for the management and operation of various public transportation services: (1)
paratransit dial-a-ride, (2) general population fixed -route transit, and (3) general population
dial-a-ride.
This Request for Proposals (RFP) describes minimum requirements for the specified services.
Successful bidders shall outline turnkey system options that include all necessary equipment
(i.e., facilities, equipment, supplies, maintenance and services) and capable administrative staff to
ensure the complete and effective execution of public transportation service(s), such that
nothing remains to be additionally purchased or supplied by the City.
Contractors must demonstrate capacity to deliver high-quality service, and strategy to ma ximize
ava ilable resources. The City places a strong emphasis on customer satisfaction at all le ve ls of
Page 3 of 23
City of Tem ple City
Request for Pro posa ls
Publ ic Transportatio n Services
February 2014
the organization-especially transportation as many users depend on the City 's serv ices for
mobility. Contracted firms are expected to provide exce llent and he lpful custome r experience ,
and utilize innovative technologies and too ls when app licabl e.
The City intends to award a three-year contract with two one-year extens i on options. Bids fo r
each sought service must be identified separately. The City reserv es the right to accept or reject
all and/or any combination of the three proposals. There will be no renegotiation of the serv ice
rate for any option shou ld they be selected individually.
Pag e 4 of 23
City of Temple City
Request for Proposals
Public Transportat ion Services
February 2014
SCOPE OF WORK
Proposals must meet BASIC PROGRAM REQUIREMENTS, with each service alternative also
satisfying individual PROGRAM SPECIFICATIONS. Failure to perform ma y result i n assessed
penalties and potential termination of the contract.
I. BASIC PROGRAM REQUIREMENTS
Successful bidders shall demonstrate excellent customer service delivery and project
management capacity. It is understood that the selected Cont racto r will furnish all necessa ry
equipment and personnel for the complete operation of an y provided public t ransportation
program, and ens ure full compliance w ith applicable local , state and federal requirements.
A) Staff Roles & Responsibilities
Contractor is responsible for prov iding staff to ensure successful p rogram operations. It
is the sole responsib ility of the Contractor to pay employee wa ges and benefits, and
ensure compliance with all federal, state and local requ i re ments applicable t o the
program (e.g., proper licensing and permitting, acqu isition of a Temple City Business
License , employee liability, w orker's compensation, employment insurance, equal
opportunity employment, social security, etc.). A list of personnel shall be maintained
and provided to the City . Upon reques t , the Contractor shall supp ly a copy of thei r
personnel policies, including reimbursement policies for sick leave, overt ime pay and
wage sca les. The City may require that staff be removed from program operations for
excessi ve complaints , rudeness o r other inappropriate beha vi or or appearance.
As an extension of City staff, personnel assigned to each project must represent the City
positively, demon st rating excellent customer se rvice and expert knowledge about
Temp le City transportatio n program(s)-e.g., service characteristics, service area,
equipment usag e, etc. Contractor must ensure that staff obtain relevant training o n an
ongoing basis (e.g ., sens itivity training for interacting with sen ior and spec ial needs
populations; knowledgeable of re leva nt la ws and regulat ions-Americans wi th
Disabilities Act (ADA) of 1990, California Title 24, the Transport at ion Develo p men t Ac t ,
and California Highw ay Patrol (CHP) Title 13, etc.).
Page 5 of 23
a. Project Manager (Program administration)
It is preferred but not necessary for the Project Manage r (PM) t o b e 100%
dedicated to Temple City service(s). Reports directly to the City and oversees
day-to -day administration (e.g., compliance with regulations, training,
records -keeping , vehicle maintenance and personnel management, etc.). PM
must demonstrate expert knowledge and understand ing in all as pects of t he
managed serv ice, and work clo se ly with the City to address any
City of Temple City
Request for Proposals
Public Transportation Se rv ices
February 2014
personnel/operation issues, accidents and/or passenger complaints in a
timely, accurate and professional manner. PM must be available to meet in
person or by phone at all hours of the operational day to make decisions or
arrange coordination.
b. Receptionists/Dispatchers (Customer service delivery)
As front-line customer service representatives, receptionists/dispatchers
ensure efficient and productive operations by receiving phone calls;
addressing scheduling, general inquiries and complaints; and coordinating
w ith in-field vehicle operato rs via radio. Complaints must be reported to the
PM. Other responsibilities include auditing and record ing arrivals with a real -
time GPS tracker.
c. Vehicle Operators (customer service delivery)
As front-line customer service representatives in the field, vehicle operators
directly interface with the public to provide transportation service; as well as
coordinate with call center operators via radio. As such, it is especially
impo rtant for operators to uphold professiona l conduct and appearance.
Vehicle operators shall wear Temple City DAR identification badges, as well as
uniforms provided/designed by the Contractor and approved by the City.
Uniforms must be neat, clean, pressed, in good condition and of proper fit.
While in uniform, staff must conform to all applicable City regulations. In
addition to having valid certification (i.e., valid California Class B or Class C
driver's license as appropriate, current Department of Transportation
approved medical examination certificate, etc., vehicle operators must be
drug free and are subject to drug and alcohol tests in compliance with the
Federal Highway Administration's (FHWA) Drug and Alcohol testing
requirements (Title 49 Code of Federal Regulations).
B) Customer Service Delivery
Contractor shall provide reliable, timely and efficient transportation service at reasonable
comfort levels and accommodations. In providing service on the City's behalf, Contractor
staff must exhibit a high degree of professionalism and reflect the City's commitment to
quality service. All complaints must be promptly reported to the Project Manager for
proper address.
Page 6 of 23
1. Call Center & Customer Service
Using a City-provided phone number, Contractor shall operate a central call
center for customer relations and functions including but not limited to trip
scheduling and general inquiries. Contractor must demonstrate ability to provide
Page 7 of 23
City of Temple City
Request for Proposals
Public Transportat ion Services
Febru ary 20 14
translation in Chinese and Spanish as needed by the customer. All calls must be
recorded, w ith audio files maintained by the Contractor and available for
refere nce upon City request. Contractor must ensure sufficient phone lines and
staffing such that customer hold times do not exceed 90 seconds. Complaints
shall be resolved as soon as possible, w ithin two days, and reported to the PM for
record keeping.
Pr ior to service implementation, the Contractor will also work w ith the City
to develop Service Guide(s) that clearly outline service parameters and schedu ling
information. City is responsible for printing.
The City is interested in exploring options to enhance customer too ls.
Proposers should indicate their capabilities/experience w ith relevant technologies
when applicable-e.g ., real-time vehicle tracking, online reservations, mobile
apps, integration with Metro's Advanced Transportation Management System
(ATMS), etc.
2. Rider Experience & Accommodations
Contr actor is respons ible for ensuring a timely, efficient service and reasonably
comfortable riding experience. In addition to requi rements outlined in Section
I.D. VEHICLE OPERATION & MAINTENANCE, all equipment used to transport
passengers must be in full compliance with ADA standards. At minimum, service
level s must satisfy the following characteristics:
• If vehic les of different capacity are used, Contractor shall ensure that
revenue vehicles are properly schedu led and deployed to comfortably
handle peak passenger volumes.
• Arrivals must be w ithin five minutes early to ten minutes late. In the
event the Contractor fails to meet an on-time performance leve l of
90% in any month, the City may penalize for underperformance in an
amount not to exceed $250.
•
•
•
A ir cond itioni ng shall be used w hen the ambient outdoor temperature
reaches 75 degrees. Passengers may also request for air conditioning
to be on or off.
Vehicle operator shall provide as-requested assistance with boarding
and alighting to any passenger. Howeve r, operator is not responsible
for assisting passengers onto or off of private property (e .g.,
residences and businesses).
Customers visibl y making their w ay to the vehicle shall not be
abandoned. However, veh icles operators retain th e r i ght to refuse any
or all passengers if pass enger activ ity will in any w ay impair the safe
operation of the veh icl e.
City of Temple City
Request for Proposal s
Public Transportation Se rv ices
February 2014
• In the event of illness onboard a veh icle, the vehicle operator must
advise the dispatcher by radio, but is not responsible for perfo r ming
any medical or quasi -medical functions on passenge rs.
• In the event of vehicle failure, Contractor shall immed iately deploy a
vehicle to transport stranded passengers within 15 minutes.
• Maximum vehic le idle time shall not exceed five minutes, with the
exception of accommodating a customer who is within eyesight of the
vehicle operator, and clearly making his/her way to the vehicle.
• Proposer should note ability to provide vehicles which add ress the
following rider concerns: .
o Interior space and seat ing configuration to accommodate
access ibility for overs ized whee lcha irs;
o Funct ioning whee lcha ir lifts;
o Seatbelts extens ions;
o Handrai ls and seat handlebars and/or armrests for support and
stability; and
o Shock absorpt ion for rider comfort.
C) Program Administration
Contractor is responsible for providing a turnkey transportation program including all
necessary equipment and personnel as well as program management. The project PM is
primary contact functioning as an extension to City staff, w orki ng close ly with City
representat ives to address evolving program needs and customer concerns .
Page 8 of 23
1. RESOURCE MANAGEMENT
Strateg ic resource coordin ation is expected at all le ve ls of prog ram operations,
from trip schedu li ng procedures to deployment of revenue vehic l es. Contracto r
staff shall utilize avai lable resources in an effic ient manner wh il e ensuring high
le ve l of service.
2. PERFORMANCE MONITORING
Contractor is responsible for performing audits periodica ll y and upon City
request, to record vehicle arrival times. Veh icles must be equipped with GPS to
enable tracking. Contractor shall also keep record of complaints, w hi ch shall be
recorded and resolved as soon as possible, within two day s of the incident. Data
is regu larly submitted to the City. See "RECORDS KEEPING " f or tim elines,
procedures and additional documentation requi re ments.
To fa cil itate in t ernal communications and promote con sist en cy in service,
Contractor sha ll develop an Emp loyee Handbook fo r re vie w by t he City and
City of Temple City
Request for Proposals
Public Transportation Servi ce s
February 2014
distribution among personnel , w hich identifies rol es, respo n si bi li ties an d
procedures for all staff in matters ra nging from scheduling t rips and handl ing
complaint, to service information and user policies .
3. COMPLAINT & ACC IDENT RE PORTING
Contractor shall ide ntify procedures for reporting and hand ling customer
complaints and acc id en t s. In the event of a traffic accident or serious passenger
incident, Con tractor shall notify the City w ithin 24 hours and prepare all reports
and coordination in compliance w ith any applicable laws and regulations. Should
the accident in volve pe rsonal injuries, Co ntracto r shall notify the designated City
representati ve immed ia tel y upo n rece ipt of su ch info r mation.
4. FARE BO X RECOVERY
Contractor reta in s fare box revenues in add ition to contract payme nts by the City.
Fee is set b y the City at 50 cents per person per ri de. Re ports on re ve nues
collected shall be provided to the City in writing on a monthly bas i s.
5. TRAINING & SAFETY
Contractor shall participate in ongo in g training t o prepa re all newly hired and
current p erso nnel to perform all obligations set forth in this RFP, in a manner t hat
co nforms w ith all applicable laws. Contractor shall also ma intain a sa fety program
w ith appropriate manuals prov ided to employees. In addition, all Contractor
e mp loyees directly in terfacing w ith passenge rs must receive train ing for CPR, first
ai d, and sensitivity.
6. RECORDS KEEPING
Contractor shall e nsure that records are ke pt and re ported in co mpliance with
applicable loca l, st at e and federal regulations; an d made avai lable for
ind epende nt audit or inspection at the City's r eque st. Rec ords inc lude but are not
limited to: relevan t personnel files (see Section I.A. STAFF ROLES &
RESPONSIBILITIES); mo nthly transportat ion data1 per Natio n al Tra n sit Dat abase
(NTD, formerly Sec tion 15) and CHP Title 13 re qui re m ents; pe rform ance l o gs;
m embers hip; service -or operations -related is sues a nd comp laints; t rip
reservation and r efusal logs for DAR ; etc. Con t ractor shall ke ep the City appris ed
of any serv ice a nd/or person nel is su es as they occur. Upon contract approva l,
1 Month ly reports are to be su bmitted on o r before the lOth of the following month, and may include but
are no t li m ited t o NTD dat a, ride rsh ip stat istics an d breakdowns, nu mber or pe rcent of o n -ti me rid es,
fa res col lected , safety and tra ining meet in gs, mai nte nan ce and re pairs to veh icles, accide nts, and other
items as req ui red by the City.
Page 9 of 23
City of Temple City
Request for Proposals
Public Tran sportation Services
February 2014
Contractor shall supply a list of documentatio n kept and identify reportin g
procedu res .
7. MARKETING, AWARENESS & PROMOTIONS
In some cases, the City may initiate outreach efforts to promote ridership o r
major City events. Contractor sha ll be open to discussing acti vities such as
posting of promotional collateral onboard vehi cles or specia l fare periods.
Contractor ma y also be asked to accommodate City-provided bus w raps fo r
promotional or branding purposes. Upon contract approval, the City may deve lop
brand identity for services. Contractor shall cooperate in incorpo rating brand
graphics into vehicle markers and personnel iden t if i cation bad ges. Under no
circumstance wi ll the Contractor develop or distribute any standard fo rms, letters
or promotional materials or items in relation to the se rvice/pro gram wi thout
obtaining approva l from the City.
8. SERVI CE POLICIES
Contractor wi ll work with the City to develop se rvice terms of use. Whi le under
contract, the City may request the Contractor period ically mee t with staff and
rider focus groups to discuss relevant prog ram concerns and o pp o rtunities .
Contractor shall continually monitor program operation to cooperate wi th the
City in developing and implementing reco mmendations and solutions-e.g.,
addressing DAR no-shows, strategies to boost ride rsh i p, etc.
9. ADDITIONAL SERVICES
The City may at times request additional transportation servi ces, bi ll ed at the
veh icle service hour rate set forth in the proposal.
D) VEHICLE OPERATION & MAINTENANCE
Contractor is responsible for providing, maintaining and storing revenue and back up
vehic les per contract requirements. Proposals should note abil ity to accommodate
vario us ve hicle options-including clean-air vehicles, sty lized t rolleys, et c. Upon con t ract
approval, the Contractor w ill meet w ith City staff to revie w avai lable options.
a. VEH IC LE REQUIREMENTS
Page 10 of 23
Any vehicle used to provide Temple City servic e must be individually identified
with the specified markings. A ll vehicles used in Temp le City program(s) must
meet the followi ng criteria:
• Comply w ith applicable ADA standards;
City of Temple City
Request for Proposals
Public Transportation Services
February 2014
• Ext erior should be clean, free of obvi ous body damage and pa in ted
uniformly. Interior condition shou ld be of less t han normal wear, of
uniform or matching co lors, and free of tears, dam age or graffiti;
• May not exceed 100,000 miles of previous li fe when p laced in to Te mple
City ser vice . If not new, vehicles must have fu ll maintenance reco rds and
such records should demonstrate vehicle relia bil ity;
• At minimum, must provide the level of customer service outlined under
Section I.B.b. Rider Experience & Accommodations), and be equipped
w ith automatic or semi-automatic lift for wheelchairs with a min i mum one
tie-dow n pos ition; and fully functioning air conditio ners, heat ers,
defrosters, speedometers, fuel gauges, doors and w indows, flashers,
lights, w in ds hield was hers/wipers and m irrors.
b. COMMUNIC ATIO NS & GPS TR ACKING
Contractor w ill provid e a base r adio and mobil e ra d ios to be installed in all
vehicles, obtain the necessary radio licens e and pe rform all nec essar y
maintenanc e. Contra ctor remains responsible for any actions and/or fin es
imposed by the FCC for improper us e of the sys t em. A ll vehic les must also be
equ ipp ed with GPS for tracking.
c. BACKUP VEHICLES
Contractor shall provide a sufficient number of ADA -accessible vehicles ·as
bac kup to ensure co nti nu ous program operation . Vehicles should be clean and in
op erabl e cond ition suc h that they may be readily deployed per service standards.
Backup ve h icle s shall be p laced i n serv ice w ith in 15 minutes of a reported
b re akd own.
d. VEH ICLE MAINTEN ANCE
Contractor sh all perform m ec h an ica l repairs an d overhaul on all vehi cle s.
Contractor is respons i b le for properly maintaining all ve hi cles and perf orm ing
preventative m aintenance to me et manufactu re r's m inimum req uiremen ts.
Maintenance sh all be sc hed ul ed according ly to ensure avai lability of ve h icles f o r
service, espec iall y during peak per iods.
e. VEHICLE CLEAN IN G
Contractor sha ll provide all labor and materials necessary to keep reve nue
veh icles clea n at all times. Exte riors sha ll be washed as necessary. Interiors shall
be cleane d dai ly, removing litter, cleaning and repairi ng sea t s, sweeping or
vac uuming the floor, and w iping w indows.
Page 11 of 23
f.
City ofTemple City
Request for Proposals
Public Transportation Services
February 2014
FACIUTY REQUIREMENTS
Contractor shall provide and mainta in appropriate veh ic le st orage and
maintenance facilities for garaging and servicing veh icles and related equipment.
Location should be w ithin a reasonable distance to Temp le City (generally wi thin
10 mi les).
II. PROGRAM SPECIFICATIONS
In add ition t o BASIC PROGRAM REQUIREMENTS, proposals for each service type sha ll also
address special program cons iderations and characteristics.
(1) PARATRANSIT DIAL-A-RIDE (SENIOR/DISABLED}
Temple City DAR is an existing membership curb-to-cu rb, shared -ride transportation
serv ice for residents in Temple City and approved adjacent County unincorporated
areas. Me mbersh ip i s r est ricted to senior citizens ages 60 years and over, and
persons w ith limited mobility. W hen necessary, members may also bring careg ivers
or escorts. Service is demand -response based on 72-hour adva nce reservation , w ith
same-day requests acco mmodate d whe n avai la ble. Trips may be boo ked w it hin
Temp le City limits for any purpose; or with in Arcadia , El Monte, Rosemead and San
Gabrie l li mits for specific p u rposes (i.e., doctor appointments; or visits to hospitals,
churches, government and daycare facilities, convalescent homes, Westfield Santa
A ni ta Shopping Cente r, or Home Depot).
Staff Roles & Responsibilities
Under PM oversight, Ca ll Center dispatchers and veh icle opera to r s ensure successful
serv ic e delivery. In addition to outlined sta ff ro les:
Page 12 of 23
• Dispatchers are responsible for managing daily reservations and assigning
vehicle operators with rou t i ng. Suc cessful DAR operation depends largely on
the ability of t he d isp atcher to: inter act cle arly, co u rteous ly and professionally
w ith customers; schedu le, bundle and route reserva t ions efficiently and
productively based on the "s h ared -ride" concept (d ispatchers shall use an
automated reserv ation system and manuall y crosscheck sched ul es to
accommodate reservations as convenient or feasible); and coordinate with in -
f ie ld vehicle operators regarding vehicle lo cation and actual rou ting.
• Ve hicle operators are responsible for transporting passengers and providing
as -needed ass istance for boarding and alightin g. Operators are also expected
t o rema in in constant communication w ith dispatche rs r egarding location,
on-demand trip requests, and any issue that may affect no rma l serv ice.
Customer Service Delivery
City of Temple City
Request for Proposals
Public Transportation Services
Febru ary 2014
• Maximum wa iting period for customers calling in to make phone reservat io ns
shall not exceed 90 seconds. Response time to confirm or deny advance
reservations shall not exceed 20 minutes; and same-day requests, 45 m inutes.
If service is at capac ity, requests may be deferred to anoth er t ime. At the t ime
of reservat ion, dispatchers sho ul d encourage custome rs to book ret urn trips.
All trips within the authorized service area are accepted and delivered
regardless of trip length, origin/destination or trip purpose.
• To ensure efficient scheduling, trips shall be organized through an automated
reservation system. Dispatch staff shall also manually crosscheck schedules to
ens ure t ha t trips are accommodated when convenient (e.g., en route of an
existing trip).
• To minimize mis sed rid es, r id ers who are not visib ly at thei r scheduled pickup
destination shall be p rovid ed courtesy cal ls .
• Fo r adva nce reservation requests, custo mers shall be picked up w ithi n f ive
minutes early to ten minutes late of the scheduled time. For same-day serv ic e
requests, pickups shall be within 45 minutes of the schedu led time.
Contractor assures that adequate vehicle(s) w ill be available to accommodate
timely arrivals.
• Maximum ride time for any passenger shall not exceed 60 minutes.
• Service is provided on a dai ly basis, including holidays.
OPERATION HOURS
Monday-Fr id ay 7 a.m.-8 p.m .
Saturday/hol iday 9 a.m. -5 p.m.
Sunday 9 a.m . -5 p.m.
• Contractor determines the basel in e number of ve hicles and backup ve h icles
required f or operation, w it h at least one hig her-capac ity veh icl e to hand le
peak period passenger vo lum e. Dispatcher shal l assign veh i cles base d on
service demand at any given t ime.
Proposers shou ld note feasibility of operating an onl ine reservation system.
Program Administrat ion
• First aid , CPR and sensitivity training is especially impo rtant for DAR, as
assigned staff w ill be interfacing with spec ial-needs populations on a day,-to-
day basis.
• Proposals shall provide for 160 wee kly vehicle hours and 8,500 annual vehicle
hours. See Attachment "A" for detai led service p lan. Current DAR service plan
i s provided as Attachment "A," w ith program statistics as follows:
o 1,200 members
o 64 pa sse ng ers p er day
Page 13 of 23
City of Temple City
Request for Proposals
Public Transportation Services
February 2014
o 17,000 rides per year
• Co ntractor sha ll work with the City in tailoring the program to address
evo lving Temp le City needs-e.g., accommodati ng standing rides, weekend
hours, period ic modificat i ons to serv ice area, etc.
• Contractor sha ll maintain ca ll logs-i ncluding recorded audio f il es, time
received and confirmed reservations (i .e., schedu led and actual pickup and
dropoff times}, or refusals.
(2) FIXED-ROUTE TRANSIT
Having recent ly completed a fixed -route trans it needs assessment and route-
p lan ni ng study, the City is looking to implement the Recommended Service Plan
from the f in al report (Attachment "B "), whic h fea tu res a basel i ne route circu lating
loca l neig h borhoods and major commerc ial des ti nations. If approved, a fixed -route
wo ul d be a new genera l-population serv ice supplementing the ex isting DAR.
Staff Roles & Responsibilities
Under PM oversight, fixed-route trans it serv ice will requ ire the ava ilabi lity of a Call
Cente r rece ption ist to respond to serv ice in qu iri es-i ncl u d i ng rea l-t ime arr iva ls, and
lost and found. Commute-re lated i nqu iries beyond prog ram scope sha ll be
redirected to 511 as appropriate.
Customer Service Delivery
Vehicles sha ll arrive at the designated bus stops within five minutes early to
ten minutes late of the p u blished schedule.
• Service is provided on a dai ly basis, including holidays.
OPERATION HOURS
Monday -Fr id ay 7 a.m.-8 p.m.
Weekend/holiday 8 a.m.-6 p.m.
• Proposers sho ul d n ote feasib il ity of providi ng rea l-t i me arrival information t o
r iders via web or mobil e app lication.
Program Administration
Page 14 of 23
• Service and resource p lanning sha ll be based on the baseline route from the
Recommended Service Plan. The p l an also outlines vehicle staging area,
recommended bus stops, estimated travel times, etc. Contractor may be
asked to assist with coordination of ordering and installing bus st o p signage,
w ith graphics to be provided by the City.
• Contractor sha ll work with the Ci t y in tailoring the program to address
evo lving Temple City needs-e.g., accommodating standing rides , weekend
hours, period ic modifications to service area / etc.
City of Temple City
Request for Proposals
Public Transportation Services
February 2014
Contractor shall update publicized schedules periodica lly and as necessary to
ref lect actual headways.
(3) GENERAL POPULATION DIAL-A-RIDE
As an alternative to a fixed -route system, the City is also considering a genera l
population DAR service, with characteristics based on the same -day reservat ion
process of the paratransit service. Travel is restricted to Temple City limits. There is no
membership requ irement.
Staff Roles & Responsibilities
Under PM oversight, Ca ll Center dispatchers and vehicle operators ensure successful
serv ice de li very. In addition to outlined staff ro les:
• Dispatc h ers are responsible for managin g daily reservations and assign i ng
vehicle operators with routing. Successful DAR operation depends largely on
the abi lity of the dispatcher to: interact clearly, courteous ly and professionally
with customers; schedu le, bund le and rou t e reservations efficient ly and
productively based on the "s h ared-ride" concept (dispatchers shal l use an
automated reservat i on system and manua ll y crosschec k schedu les to
accommodate reservations as convenient or feasible); and coordinate with in-
field vehicle operators regarding veh icle location and actual routing.
Vehicle operators are responsible for transporting passengers and providing
as -needed assistance for boarding and alighting. Operators are also expected
to rema in in constant communication with d ispatchers rega rding locatio n,
on -demand trip requests , and any issue t hat may affect normal service.
Customer Service Delivery
Page 15 of 23
• Reservations are on-demand and accommodated as avai lable anywhere
within Temple City. Maximum wa it ing period for customers ca ll ing in to make
phone reservations sha ll not exceed 90 seconds. Response time to confirm or
deny advance reservat i ons sha ll not exceed 45 minutes. If service is at
capacity, req uests may be deferred to another time. At the time of
reservation, dispatchers should encourage custome rs to boo k return trips.
• To ensure efficient scheduling, trips sha ll be organized through an automated
reservation system. Dispatch staff shall also manually crosscheck schedules to
ensure trips are accommodated when convenient (e.g., en route of an existing
trip).
• To minimize missed rides, riders who are not visib ly at their scheduled pickup
destination shal l be provided courtesy calls.
• Pickups shal l be within 45 minutes of the scheduled time. Contractor assures
that adequate vehicle(s) wil l be available to accommodate timely arrivals.
City of Temple City
Request for Proposals
Public Transportation Services
Feb ru ary 2014
• Maximum ride time for any passenger shal l not exceed 60 mi nutes.
• Service is provided on a dai ly basis, including holidays.
OPERATION HOURS
Monday -Friday 7 a.m. -8 p.m.
Saturday/ho liday 9 a.m. -5 p.m.
Sunday 9 a.m. -5 p.m.
• Contractor determines the baseline number of vehicles and backup vehicles
requi red for operation, w ith at least one higher-capacity vehicle to hand le
peak peri od passe nger vo lu me. Dispatcher shall assign vehicles based on
service demand at any given time.
• Proposers should note feasibility of operating an on lin e reservat ion sys t em.
Program Administration
Page 16 o f 23
• Proposals shall suggest a bas eline le vel of operation to pi lot a general
population DAR prog ra m for Temple City, based on avai lab le t rans it
information and experience of comparab ly sized communities.
• Contractor sha ll work with the City in tailo ring the program t o add ress
evolving Temple City needs-e.g., weekend hours, period ic modifications to
service area, etc.
• Contra ctor sha ll maintain call logs-including reco rded audio files, time
received and confirmed reservations (i.e., schedu led and actual pic kup and
dropoff times), o r refusals.
• If approved, the general popu lation DAR shall be admini stered sepa rately
from the paratransit se rvic e. A unique dial -in number wi ll be p r ovided by t he
City.
City of Te mple City
Request for Proposals
Publi c Transportation Se rv ices
February 2014
PROPOSAL SUBMITTAL REQUIREMENTS
Proposa ls must be received by the City of Temple City by the following due date (Postmarks not
acc epted):
Friday, March 7, 2014, 6 p.m.
Subm it your proposal by de li vering 3 copies and 1 electronic file in pdf format to:
City of Temple City
9701 Las Tunas Drive
Temple City, CA 91780
Attention: Wendy Chung, Management Ana lyst
It is antici pated that firms may prefe r to team or joint v enture wit h other firms in order to meet
al l of the qualifications necessary to carry out the project. Fo r joint ventures, there should be a
lead or prime consultant.
Proposals sha ll include the follow ing information:
1. Cover Le t ter
2 . Table of Con t ents
3. Br ief Synop sis. The proposal shou ld include a bri ef synopsis of the consultant's
understanding of the City's needs and how the consultant plans to meet these needs.
This section should provide a broad understanding of the consultant's entire proposal.
4. Scope of Work. The Consultant shall include in its proposa l a detailed scope of work,
time li ne and breakdown of costs. Successful bidders sha ll demonstrate experience in and
understanding of the processes to complete all necessary tasks in a competent manner,
in comp liance with all applicable rules, regulations, standards and requirements.
Bids for each sought serv ice must be identified separately, including the hourly service
rate and breakdown of costs by operations, and vehicles and equipment. Th e City
reser ve s the right to accept or reject al l and/or any combination of the three proposal s.
There will be no renegotiation of th e se rvice rate for any option should they be selected
indiv idually. While not required , pro po sers may choose to complete the Proposa l
Workshee ts (Attachment "D") for clear p resentation of ke y information.
Page 17 of 23
City of Temple City
Req uest for Proposals
Publ ic Transportation Services
February 2014
5. Project Staff Qualifications. Provide an organization chart showing the names and
respo nsibilities of key personnel. Provide resumes of proposed staff, paying special
attention to how staff is trained in customer service skills to handle complaints and
general inquiries.
6. Statement of Experience. Provide a summary of your firm 's general qualifications,
including:
• Business name, address , and phone/fax numbers of th e prospective consultant and
leg al entity such as corporation, partne rs hip, etc.
• Number of years the prospective consu ltant has been in bu si ness unde r the p rese nt
business name , as well as related prior busi ness names.
• A statement that the prospective consu ltant has a demonst rated capacity to perform
the required services.
• A statement th at the consu ltant has an organization tha t is adequ ate ly staffed and
trained to perform the required services or demonstra te t he capa bil ity f or recruit i ng
such staff.
• Experience related to tran sit o pera tions of princi pa l individ u als in the perspect ive
co nsultant's prese nt organi zation wh o wi ll be responsible for performing the
required services. Detail cur rent positions, years of serv ice experience, including
capac ity, magnitude and t y pe of work performed by eac h of the pr incipals.
• If a consultant intends to subcontract any portion of t he se rv ice deli very d esc ribed in
this RFP , consu ltant mu st id entify the subcontractor and th e tasks the su b co nt ractor
is proposed to perform.
7. References. Provide 5 public agency references for past similar projects completed by
consultant and, if applicable, consultant's subcontractors.
8. Contracts Completed During the Last Three Years. Provide a li st of previous
completed con tracts, invo lvin g operation of local transit systems for cities similar in size
or characteristics to Temp le City.
9. Proposed Fee: Each respondent shall subm it a single copy of a fee proposa l in a
separately marked, sealed en ve lo pe. The fee proposal shall i nd ic ate the expected total
fee for the work described in the consultant services p ropo sa l. Th e total fee sha ll be
Page 18 of 23
City of Temple City
Request for Proposals
Public Tra nsportation Serv ices
February 2014
itemized by task, includi ng consultant staff time and hourly rates, and other direct costs
such as printing and travel. The fee proposal shall be signed by an individual authorized
to bind the consultant firm.
QUEST IONS
For questions regarding this project, ple ase contact via e-mail on ly :
Wendy Chung
Management Analyst
wc hu ng @tem plecity.us
MINIMUM CONSULTANT REQUIREMENTS
A ll co nsultants must:
1. Have no record of unsatisfactory performan ce. Consultants who are or have been
seriously deficient in current or re ce nt contract performa nce, in the absence of
circum stances properly be yond the rea sonable contr ol of the Consultant, shall be
presumed to be unable to meet this requirement.
2. Have the ability to maintain adequate files and records and m ee t statistica l reporting
requirements.
3. Have the administrative and fiscal capability to provide and manage the proposed
services and to ensure an adequate audit trail.
4. Meet other presentation and participation requirements nece ssary for the project.
Page 19 of 23
City of Temple City
Re quest for Proposals
Public Transportation SeNices
February 2014
CONSULTANT SELECTION PROCEDURE
As previously stated, the city i s looking for a transportation services provider. The City w ill
evaluate the proposals submitted, and select the most qualified consul t an t for t he project. The
proposals w ill be evaluated based upon several factors. These factors in clude the format,
organization, layout and presentation of the proposal, the qualification and expe rience of the
p roj ect staff, and the experience in similar t ype projects. In evaluating the proposals, the City
w ill consider the following factors:
• Completeness of the proposal and compliance w ith the required for mat.
• Th e desig n and la yo ut of the proposa l, including its read abi lity.
• Project understanding, scope and approach to develop the project effic i en t ly.
• Experience in similar projects .
Experience and qualifications of the firm and the project team members.
• Reference~ and performance records on similar ass ignments .
The City w ill negotiate final scope and fee with the most quali fied cons u ltant.
PROJECT SCHEDULE
The following is a general overvi ew of the project schedu le:
1. Issue RFP
2. Proposals Due
3. Consultant Interviews
4. Award of contract by City Counci l
5. Start of Work
Pag e 20 of 23
Monday, Feb ru ary, 10, 2014
6 p.m. on Friday, Marc h 7, 20 14
Friday, March 14, 2014
Spring 20 14
July 1, 2014
City of Temple Ci ty
Request f or Prop osal s
Public Transportat ion Serv ices
February 20 14
GENERAL CONDITIONS
1. The City of Temple City shall not be liable for any pre-contractual expenses incurred by
any proposing firm (proponent) in response to this RFP, nor shall any proponent include
such expenses as part of the proposed cost. Pre -contractual expenses include any
expense incurred in preparing a proposal and negotiating any terms with the City.
2. The City reserves the right to withdraw this RFP at any time without prior notice and to
reject any and all proposals submitted without indicating any reasons . Any award of
contract for services will be made to the proponent that is best qualified and responsive
in the opinion of the City.
3. Proposals may, at the City's option, be rejected if they contain any alterations, additions,
conditions or alternatives, are incomplete, or contain erasures or irregularit ies of any
kind. The City reserves the right to reject any and all proposals . The City expressly
reserves the right to postpone the opening of submittals fo r its own convenience and to
reject any and all submittals responding to this Request for Proposals.
4. Consu ltant must agree to indemnify, hold harmless and defend the City, its officers,
agents and assigns from any and all liability or loss resulting from any suits, claims or
actions brought against the City which result directly or indirectly from the wrongful or
negl ig ent actions of the Consu ltant in the performance of the contract.
5. Consu ltant, at its own cost and expense, sha ll procure and maintain general liability
insurance in an amo unt not less than one million dollars ($1,000,000) per occu rrence and
two million dollars ($2 ,000,000) annual aggregate; and automobile liabil ity insurance in
an amoun t not less than $1,000,000 per accident. (A comb in ed single limit poli cy w ith
aggregate limits in an amount not less than $2,000,000 will be considered equivalent to
the required minimum limits for each of the foregoing.) Where Consultant is required to
carry professional liability insurance covering liability arising f rom any error, om i ssion or
negligent act of Consultant, its officers, or employees, Consultant shall procure and
maintain such coverage with a limit of li ability of not less than one million dollars
($1,000,000) per occurrence. All such insurance coverages shall be procured from an
insurer authorized to do business in California and approved in wr iting by the City. The
City shall be named as an additi onal insured. In addition, the Consultant and sub-
contractors, if any, shall obtain workers' compensation insurance covering all it s
employees as required by law. Throughout the term of the contract, the Con sultant shall
deliver to the City satisfactory evidence that the ins urance has been renew ed and that
the required premiums have been paid .
Page 2 1 of 23
City of Temple City
Request for Proposals
Public Transportatio n Services
February 2014
6. Consultant will be required to comply with all existing state and federa l labor laws
including those applicable to equal opportunity employment provisions.
7. Consultant is required to have in full force and affect all licenses and permits required by
all applicab le laws. Consultant shall obtain a Temple City Business License during the
term of the contract.
8. Consu ltant shall at all times provide services with the utmost respect to the public. All
employees of Consultant sha ll wear clean clothing in the performance of the i r duti es and
equipment shall be cleaned and maintained in a safe ope rating manner. All equipment
shall be subject to inspection by the City at any time. All Consultant personnel shall wear
appropriate safety gear at all times while working in Temple City. Consultant shall
provide satisfactory warning devices that meet the requirements of the Ca lifornia
Occupational Safety and Health Act (Cal-OSHA) for protecti on of worke rs when and
where required at all times in the performance of this contract.
9. Consultant, its agents, and employees shall comply with all laws, ordinances, rules and
regulations of the federal and state governments, the County of Los Angeles, the City of
Temple City and all governing bodies having jurisdicti on applying to work done under
the agreement.
10. The City reserves the right to negotiate special requ irements and proposed service leve ls
using the se l ected proposal as a basis. Compensation for serv ices will be negotiated with
the Consultant.
11. Consultant shall not sublet any portion of the agreement w ith the City without express
written permission of the City Manager or his or designated representative.
12. No discrimination sha ll be made in the employment of persons because of the race,
color, or religion of such persons and every proposer in vio lation of th is section is subject
to all penalties imposed for a violation of Chapter 1 of Part VII, Division 2 of the Labor
Code, in accordance with the provisions of Section 1753 thereof.
13. The City reserves the right to review and approve the qualifications of subcontracting
firms or persons. Substitutions that are not approved are considered suffic ient grounds
for termination of contract.
14. The City, or any of its duly authorized representatives, shall have access to and the right
to examine, audit, excerpt, copy or transcribe any pertinent transaction , activity, t i me and
Page 22 of 2 3
City of Temple City
Request for Proposals
Public Transpo rtation Services
February 2014
work records, employment records or other records re l ating to personnel employed by
the Consultant. Such material, including all pertinent cost accounting, financial records
and proprietary data, will be kept and maintained by the Consultant for a period of at
least four years after completion of a Consultant's performance unless the City's written
permission is given to dispose of same prior to that time.
15. All responses to this RFP shall become the property of the City of Temple City and will be
retained or disposed of accordingly.
16. No amendments, additions, or alternates shall be accepted after the submission
deadline.
17. All documents, records, designs, and specifications developed by the Consultant in the
course of providing services to the City of Temple City shall be the property of the City.
Anything considered to be proprietary should be so designated by the Consultant.
18. Acceptance by the City of any qualification submitted pu rs uant to this RFP shall not
constitute any implied intent to enter into a contract for services.
19. The City reserves the right to issue written notice to all interested parties of any change
in the qualification submission schedule should the City determ i ne, in its sole discretion,
that such changes are necessary.
ATTACHMENTS
A. City Standard Contract. Attachment is a copy of the antici pated contract the selected
consultant will be required to sign for this project. On projects funded by federal and/or
other outside funding sources, applicable provisions and requ irements of the funding
program will be added to City Standard Contract provided.
B. Temple City DAR Service Plan
C. Fi xed-Route Transit Study Recommended Service Plan
D. Proposal Worksheets
Page 23 of 23
ATTACHMENT "B"
TEMPLE CITY DIAL-A-RIDE SERVICE PLAN
The City of Temple City currently operates a Dial-A-Ride program for Temple City
residents, and residents of certain unincorporated county areas adjacent to Temple City,
who are 60 years and older, or persons of any age who are disabled. Transportation is
provided throughout Temple City for any purpose. Service is also available to Arcadia, El
Monte, Rosemead and San Gabriel for doctor appointments, hospital, government and
daycare facilities, convalescent homes, churches only and the Westfield Shopping Town in
Arcadia. Arrangements for transportation are recommended 72 hours in advance. On-
demand requests may be accommodated, but cannot be guaranteed.
Ridership
• 1,200 members
• 64 passengers per day (average)
• 17,000 rides per year
Current Transportation Service Hours:
Monday-Friday 7 a.m.-8 p.m.
Saturdays & Holidays* 10 a.m.-5 p.m.
Sundays 9 a.m.-5 p.m.
* New Year's Day, Memorial Day, Independence Day, labor Day, Thanksgiving Day and
Christmas Day
Current Transportation Service (based on 3 vehicles):
Monday-Friday:
1 vehicle 7:45a.m.-5:45 p.m. 10 hours
1 vehicle 7:00 a.m.-3:00 p.m. 8 hours
1 vehicle 10:00 a.m.-8:00p.m. 10 hours
Total Daily Hrs. 28 x 5 days = 140 hrs.
Saturdays/Holidays:
1 vehicle 10 a.m.-5 p.m. 7 hours
Total Daily Hrs. 7 x 1 day = 7 hrs.
Sundays:
1 vehicle 9 a.m.-5 pm. 8 hours
Total Daily Hrs. 8 x 1 day = 8 hrs.
Total Weekly Vehicle Hrs.
Weekly Vehicle Hrs. x 52 Weeks
Annual Vehicle Hours
155
8,060
8,060
--~Till
Southland Transit Inc.
Setting the Standard for Community
Transit in California
-----~T ·
Southland Transit Inc .
March 7, 20 14
Setting the Standard for Community
Transit in Southern California -----------
Wendy Chung, Management Analyst
City of Temple City
970 1 Las Tunas Drive
Temp le City, CA 91780
SUBJECT: PROPOSAL FOR THE TEMPLE CITY PUBLIC TRANSPORTATION SERVICES
We at Southland Transit present the attach ed proposal with a clear understanding, and full
commitment to exceeding the requirements of this Request for Proposals (RFP). Southland has
become a leader in providing community based demand response and fixed route services . We
w ill continue to bring that experience to the task of providing exceptional service to the City of
Temple City and especia lly to the passengers who will utilize the Public Transportation
Services.
Southland Transit is uniquely qualified and proud to offer to the City of Temple City a single
contracted operat ion that can manage the Fixed-Route and Dial-A-Ride services, and or the
General Public Paratransit Service. Since we have experience and currently operate in all three
of these service modes, we can provide the city with a single turnkey transportation operation.
We are very experienced with the requirements of the project and look forward to providing an
exceptional and transparent relationship the City and its passengers. We look forward to a
positive partnership with the City and staff. Southland has performed high quality transportation
services for many cities in the Southern California area, and we plan to do the same for this
service as well.
Our proposal covers all three modes of service delivery option. We believe our experience we
will bring to this project is equal to that of a national operator but provides the City with the
specialized attention a local operator will bring. Ou r corporate office is closely located in El
Monte CA and we are able to be to the City at a moment's notice .
I hereby certify that I am authorized to bind the company to this proposal. We have carefully
reviewed the RFP, and the entire City's other contractual requirements. In submitting this
proposal we commit to meeting all of the requirements outlined in those documents and affirm
that our proposal shall remain valid for a period of no less than one hundred twenty (120) days
subsequent to the RFP closing date.
If there are any questions regarding this proposal please feel free to contact me:
S incerely,
Scott Transue
Scott Transue, Vice President/COO
Southland Transit, Inc.
3650 Rockwell Avenue
El Monte CA 91731
Ph: 626.258 .1310-Fax: 626.258.1329
Email: stransue@southlandtransit.com
Vice President/COO
S OU TH LAN D T RANSIT INC.
3650 ROCKWELL AVENUE , EL MONTE, CALIFOR NIA 91731
626.258.1310 • FAX 626.258.1329 • INFO@SOUT HLAN DTRANSIT.COM
---
City of Te mple City Proposal for Public Transportation Services
2. Ta ble of Contents
Cove r Lette r ................................................................................................................................. .
3. Brief Synops is ..................................................................................................................... 5
About Temple City ........................................................................................................... 5
Temp le City T rans it Needs .............................................................................................. 5
Why Choose South land ................................................................................................... 6
Se rvice Operatio ns .......................................................................................................... 6
Dia l-A-R id e .......................................................................................................... 6
Fixed Route Tra nsit .............................................................................................. ?
Bus Stops ............................................................................................................ 8
Fixed Route Sched ulin g and Development ........................................................... 8
ATMS .................................................................................................................. 9
General Pu blic Paratransit Service ...................................................................... 9
Proposed Vehicles ......................................................................................................... 1 0
Dial-A-Ride Vehicles .......................................................................................... 1 0
F ixed Route Vehicles ......................................................................................... 1 0
Gene ral Public Pa r atrans it Veh icles ................................................................... 1 0
Radios ............................................................................................................... 11
GPS System ...................................................................................................... 11
Community Outreach ......................................................................................... 11
Smooth T r ansitio n .............................................................................................. 11
Language Li ne ................................................................................................... 12
No Show Policy ................................................................................................. 12
Online Reservations Service .............................................................................. 1 3
Call Center Effic iency ........................................................................................ 13
Other Relevant Information ............................................................................................ 13
Transit Advertising ............................................................................................. 13
T ravel Training Program .................................................................................... 14
4. Scope of Work .................................................................................................................... 15
Operator Recruitment, Hiring, Traini ng, and Eva luatio n ................................................. 15
Operator Recruitment ........................................................................................ 15
New Hire Operators ....................................................................................................... 15
Operator Selection ......................................................................................................... 15
Drive r Training ............................................................................................................... 16
Behind-the-Wheel Training ............................................................................................ 19
Refresher Training ......................................................................................................... 20
Eva l uation ..................................................................................................................... 20
Passenger Disturbances & On-Board Secu rity .......................................................................... 21
Operator Appearance ................................................................................................................ 22
Oper ato r Responsibilities ............................................................................................... 22
Removal of Vehicle Operator ......................................................................................... 23
Custome r Servi ce and Dispatch ................................................................................................ 23
Dispatch/Customer Service Training ............................................................................. 24
Commun ications and Radio Control .......................................................................................... 26
Telephone Service .................................................................................................................... 26
2
City of Temple City Proposal for Public Transportation Services
Voice & Data Radios/Radio Freq u encies .................................................................................. 26
Revenue Vehicle Service Condition .......................................................................................... 27
Reservations, Schedu li ng , & Dispatch ...................................................................................... 27
Key Benefits .................................................................................................................. 28
Features ........................................................................................................................ 28
D ispatch Technology ................................................................................................................. 32
Safety Prog r am ......................................................................................................................... 33
Far e Collection, Reporting, and lnvoicing .................................................................................. 34
Fare Collection and Passenger Counting ...................................................................... 34
Records and Reporting .................................................................................................. 35
Data Collection & Reportin g .......................................................................................... 35
National Transit Database (NTD) ................................................................................... 36
Complaint Response ................................................................................................................. 36
On-Street Supervision ............................................................................................................... 37
D ru g & A lcoho l Abuse Policy ..................................................................................................... 38
DMV Pull Notice Program ......................................................................................................... 38
Response to Vehicle Breakdowns ............................................................................................. 38
Lu nch and Break Handling Procedures ......................................................................... 39
Staff Retention ............................................................................................................... 39
Wages ........................................................................................................................... 40
Benefits Program .......................................................................................................... .40
Documentatio n and Maintenance of Project Records ................................................... .42
Revenue Vehicle Towing .......................................................................................................... 43
Maintenance Program ............................................................................................................... 43
Parts/Fluids Specifications and Requirements ......................................................................... .43
Revenue Vehicle Damage ....................................................................................................... .44
Vehicle Maintenance Program .................................................................................................. 44
Driver Daily Condition Inspection (Daily Pre-Trip) ..................................................................... 45
Maintenance Personnel ............................................................................................................ 45
Warranty Work .......................................................................................................................... 45
Applicable Vehicle Codes and Regulations .............................................................................. .46
Revenue Vehicle Appearance and Cleaning ............................................................................ .46
Daily Vehicle Inspection and Servicing ..................................................................................... .47
Wheelchair Lifts and Ramps ..................................................................................................... 47
Preventive Maintenance Program ............................................................................................ .47
Preventive Maintenance Inspection -A. ........................................................................ .48
Preventive Maintenance Inspection -Brakes ................................................................ .48
Preventive Maintenance Inspection -Engine ................................................................ .48
Preventive Maintenance Inspection-Transmission ...................................................... .49
Preventive Maintenance Ins pection -Cooling System ................................................... 49
Preventive Ma intenance Inspection -Electrical System ................................................ .49
Preventive Maintenance Inspection -Air Conditioning System ...................................... 49
Preventive Maintenance Inspection -Wheelchair Lift Equipment.. ................................. 50
Preventive Maintenance In spection -Steam Cleaning ................................................... 50
Vehicle Cleaning ....................................................................................................................... 50
Service Vehicle Maintenance Record Keep ing .......................................................................... 5 1
Maintenance and Accident Reporting ........................................................................................ 5 1
Vehicle Storage and Ma in tenance Facility ................................................................................. 52
5. Project Staff Qualifications ............................................................................................... 54
3
City of Temple City Proposal for Public Transportation Services
Staffing Plan .................................................................................................................. 54
Project Manager ............................................................................................................ 54
Other Key Staff .............................................................................................................. 55
Senior Project Manager ................................................................................................. 55
Safety & Training Manager ............................................................................................ 55
Call Center Manager ..................................................................................................... 55
Maintenance Manager ................................................................................................... 55
Road Supervisors ......................................................................................................... 56
Reservationists .............................................................................................................. 56
Schedulers .................................................................................................................... 56
Dispatchers ................................................................................................................... 56
Project Manager Resume-Michelle Gamez .................................................................. 57
Vice President/COO Resume -Scott Transue ............................................................... 58
Director of Maintenance Resume-Wayne Seale .......................................................... 59
Safety and Training Manager Resume -Joleen Judd .................................................... 60
Senior Project Manager Resume -Nancy Rincon .......................................................... 62
Call Center Manager Resume -Ann Y in ........................................................................ 64
Project Organization Chart ........................................................................................................ 65
6. Statement of Experience ................................................................................................... 66
Organization ................................................................................................................. 66
Credentials ................................................................................................................... 67
Southland Transit's Past Experience ............................................................................. 69
Dial-A-Ride ........................................................................................................ 69
Fixed Route Transit ............................................................................................ 69
Taxi Operations .................................................................................................. 70
Qualifications ................................................................................................................. 70
Corporate Team ................................................................................................. 71
Corporate Organization Chart ............................................................................. 73
7. References .......................................................................................................................... 7 4
8. Contracts Completed During the Last Three Years ......................................................... 75
9. Proposed Fee ..................................................................................................................... 76
EXHIBI TS
E xhibit 1 ....................................... Vehicle Operator Handbook
Exhibit 2 ...................................... Customer Service Handbook
Exhibit 3 ................................... Drug & Alcohol Abuse Program
Exhibit 4 ....................................... Proposed Service Vehicles
Exhibit 5 ......................................... Safety Training Manual
4
City of Temple City Proposal for Public Transportation Services
3. Brief Synopsis
Within this section is a brief summary of the services Southland T ransit will prov ide to the City of
Temple City. We have experience in all three modes of service outlined within t he RFP and can
provide additiona l value added experience to the other aspects of the programs Temple City
wishes to pursue .
About Temple City
Temple City is part of a cluster of cities, along with Arcadia , Rosemead , Monterey Park, San
Marino, and San Gabriel in the West San Gabriel Valley w ith a rapid growing As ian population .
Temple City also has a Cuban and Puerto Rican community, among other Latino nationa lities .
Temple City Transit Needs
Currently, the City of T emple City Transit system consists solely of a Dial -A-Ride service. The
City is currently reviewing the possibil ity of continuing its Dia l-A-Ride Service or either changing
it to a General Pub lic Paratransit Service, along with adding local f ixed -route service.
Depending on whether the decision is to continue the Dial-A-Ride or transition to a General
Public Paratransit Service, it will continue to provide daily transportation to eligible city residents
seven (7) days per week (excluding identified holidays), and will operate utilizing the shared ri de
sta ndard to increase cost efficiency.
T he newly established Fixed -Route will be in the form of a Community Fixed-Route and will
provide residents access to area schools, parks , City Hall , and Sen ior Centers. The Fixed-
Route Service will operate seven (7) days per week (excl uding iden tified ho lidays) and shou ld
also make connections with other operating bus routes to improve mobility to residents of
Temple City by connecting to a network of Fixed-Route Services. By ensuring that this service
on ly stops at posted bus stops will enable the route to remain on time for residents and
min im ize liabil ity.
By providing these two (2) modes of service , Temp le City 's transporta tion options are greatly
enhanced for residents to access a particular mode of service that best meets their needs. By
strategically routing the accessible Fixed-Route Service to intersect with key locations within the
city combined with connecting to other bus routes, will enable eligible residents that currently
use the Dial-a-Ride Service to shift over to the new Fixed-Route, which will increase their
mobility within the community.
The base term wi ll be three (3) years with two (2) optional one (1) year extensions that can be
exercised by the City.
5
City of Temple City Pr o p o s al fo r P u b lic Transporta t ion Servi ces
Why Choose Southland
South land Transit operates a combination of large and small contracts across Sout hern
California. We have taken over many operations from national companies and immediately
made service improvements. Why is this the case?
• So uthland Transit is locally based in t h e San Gabriel Va lley w h ic h allows us to pro vide
unparralled support to our c li ents:
• Southland Transit p rovides experienced staffin g with planning and operations
experience in Fi x ed Route, Dial-A-Ride , and General Pub li c Paratrans it Se rv ice;
• Because our focus is on local projects , we do not get pu lled a way from th is region and
therefore service quality is sacrif iced ;
• Southland Transit has experience developing schedu les and provides a fu ll a rray of
services we can offer to our cl ients;
• Southland T rans it provides the experience of a national operator but the access ibil ity of
a loca l operator for our clients;
We stand behind our proposals and pricing . Our costs are what it takes to o perate effectively
without sacrificing service quality or cutting corners in maintenance to ma ke ends meet after
award of a contract. We hope to be given the opportunity to further d iscuss w hat we can bring
to the table. Th is is not j ust a sa les pitch but a GUARANT E E to perform fo r t he C ity of Temple
C ity.
Service Operatio ns
Dial-A-Ride
Temple C ity DAR is an existing curb-to-curb , shared-ride transportation
service for residents in Temple City and approved adjacent County un incorporated
areas. Membersh i p is restr icted to senio r citizens ages 60 years and over, and
persons with limited mob il ity . When necessary , members may a lso bring caregivers
or escorts. Service is demand-response based on 72-hour advance reservation , with
same-day requests accommodated when ava ilab le. Trips may be booked w ith in
Temple City limits for any purpose; or with in Arcadia, E l Monte, Rosemead and San
Gabriel li m its for specific purposes. Southland currently opera tes the service for the
cities of Arcadia , El Monte, and Rosemead and would be able to provide seamless
transfers forT emple C ity residents uti lizing the trans it services .
T he max imum waiting pe r iod for customers ca lling in to make phone reservations
shall not exceed 90 seconds .
Response time to confirm or deny advance reservat ions shall not exceed 20 mi n utes ;
and same-day requests , 45 minutes .
To ensure efficient schedu li ng , tri ps shall be organ ized t hrou gh a n a utomated
6
City of Temple City Proposal for Public Transportation Services
reservation system. Dispatch staff shall also manually crosscheck schedules to
ensure that trips are accommodated when convenient (e.g., en route of an
existing trip).
To minimize missed r id es , riders who are not vis ibly at thei r scheduled pickup
destination shall be provided courtesy calls .
For advance reservation reque sts, customers shall be picked up within f ive
minutes early to ten minutes late of the scheduled time . For same-day service
requests , pickups shall be within 45 minutes of the scheduled time.
Maximum ride time for any passenger shall not exceed 60 minutes.
Service Schedule
• Monday -Friday
• Saturday/Holiday
• Sunday
7:00AM -8:00PM (13 hrs.)
9:00AM -5:00PM (8 hrs.)
9:00AM -5:00PM (8 hrs.)
Service Area-The Dial-a-Ride will provide service within the boundaries of Temple City.
The service will operate on a shared ride basis to increase cost-efficiency.
Southland Transit currently operates this exact same type of service for various
cities and therefore this would be a seamless transition for us to continue this
program on behalf of Temple City.
Fixed-Route Service:
The Fixed-Route System will transport resident passengers with in an identified fixed
route.
Vehicles shall arrive at the designated bus stops within five minutes early to
ten minutes late of the published schedule.
Service is provide d on a daily basis, including holidays .
Proposers should note feasibility of providing real-time arrival information to riders via
web or mobile application.
The service w ill operate during the following hours of service :
• Monday-Friday 7:00AM-8:00PM (13 hrs.)
• Saturday/Sunday 8:00AM-6:00PM (10 hrs.)
Service and resource planning shall be based on the baseline route from the
Recommended Service Plan. The plan also out li nes vehicle staging area , recommended
bus stops, estimated travel times, etc.
7
City of Temple City Proposal for Public Transportation Services
Contractor may be asked to assist with coordination of orde r ing and installing bus stop
signage, w it h graph ics to be provided by the City.
Contractor shall update publicized schedu les periodically and as necessary to
reflect act ual headways.
Southland Transit currently operates local community fixed route services for
various cities. Therefore this would be a seamless transition for us to develop
this program on behalf of Temple City.
Bus Stops
Scott Transue used to also
manage a bus stop program for a
large transit agency and he would
apply his skills and knowledge to
assisting the City with its design,
location, and installation of the
bus stops. The key is to have the
stops evenly spaced in a manner
that allow residents to gain easy
access to the route. However, it is
also key to ensure there are not
an overabundance of bus stops
which causes a delay in the routes
running time.
Fixed -Route Bus Scheduling and Development
Our staff has direct experience with developing highly efficient fixed routes for
agencies. We will analyze the streets, traffic patterns, and the placement of the
bus stops, in order to maintain a high On-Time Performance standard in the
90%plus range and also a high passenger per hour count. Staff will also monitor
the route's effectiveness closely after its implementation in order to make minor
adjustments to the time-points and schedules.
We are also able to develop the schedule for the public to view which will show
the running time and associated stop times at various bus stops. We have
completed schedules for many of our clients and will do so for the City of Temple
City.
8
City of Temple City Proposa l for Public Tra nsportation Services
Southland Transit
currently contracts with
Los Angeles Metro to
provide the ir fixed route
services. In this capacity
we currently utilize the
ATMS System. Should
the city elect to pursue
th is option, we will be
able to provide staff that
are familiar with its
operation and assist the
City with the development
of the program.
General Public Paratransit Service (Alternative Option to
Dial-A-Ride)
As an alternative to a fixed-route system, the City is also considering a general
population DAR service , with characteristics based on the same-day reservation
process of the paratransit service. Travel is restricted to Temple City limits. There is no
membership requirement. Reservations are on-demand and accommodated as
available anywhere wit h in Temple City.
The maximum waiting period for customers calling in to make phone reservations shall
not exceed 90 seconds.
Response time to confirm or deny advance reservations shall not exceed 45 minutes. If
service is at capacity, requests may be deferred to another t ime.
At the time of reservation, dispatchers should encourage customers to book return tr ips .
To ensure efficient scheduling, trips shall be organized through an automated
reservation system. Dispatch staff shall also manually crosscheck schedules to
ensure trips are accommodated when convenient (e.g ., en route of an ex isti ng
trip).
To minim ize missed rides, riders who are not visibly at their scheduled pickup
destination shall be provided courtesy calls.
Service is provided on a daily basis , including holidays.
9
City of Temple City Proposal for Public Transportation Services
• Monday -Friday
• Saturday/Holiday
• Sunday
7:00AM-8:00PM (13 hrs.)
9:00AM -5:00PM (8 hrs)
9 :00AM -5:00PM (8 hrs.)
Southland Transit currently operates this exact same type of service for the City
of Arcadia and therefore this would be a seamless transition for us to develop this
program on behalf of Temple City.
Proposed Vehicles
Our proposed veh icles are based on the current and anticipated ridership for each
service mode. The vehicle size should a lways accommodate the specific leve l of
ridership.
We have provided pictures and schematics in Exhibit 4.
Dial-A-Ride Vehicles
We propose the use of a Starcraft All Star Type II Minibus that seat up to twenty (20)
passengers. With a special emphasis in the RFP be in g placed on accomodating
oversized wheelchairs, these vehicles are better suited than smaller Wheelchair
Equipped Minivans. In our Proposal, we would use the Minibuses which will allow
group trips to be utilized more frequently during the peak travel times and will enhance
productivity.
Fixed -Route Vehicles
Based on the consultant's study of fifteen (15) passengers pe r hour we propose to use
Starcraft All Star Type II Minibus's. Given that these will be local community routes,
these buses are the right-size for th is system. They will be able to maneuver in heavy
traffic and remain flexible but comfortable. These bus types are used in a variety of loca l
community fi xed -route services
As an option we have also inc lud ed the Troll ey Style as was specified in the RFP for the
City's consid eration .
General Public Paratransit Vehicles
We propose the combined use of a Starcraft All Star Type II Minibus that seat up to
twenty (20) passengers. If this system is desired, there will most likely be more
passengers utilizing the service s in ce it wi ll be open to the general public.
10
City of Temple City Proposal for Public Transportation Services
Radios
We confirm that we will install 2 way Radios in all vehicles tha t are used w ithin the City
of Temple City Transit Services that comply with the RFP Specification.
GPS System
We confirm that we will install GPS Systems in all vehicles which will display to the
dispatcher in real time the location of each vehicle in all vehicles that are used within the
City of Temple City Transit Services that comply with the RFP Specification.
Transit Mobile Apps
Southland Transit is part of a group of
transportation companies. We are the second
largest taxi -cab operator in Los Angeles County.
In order to remain viable within the industry we
have adopted and created various technological
innovations. Our Taxicabs all utilize a Taxi App
which can be downloaded by users. We would
be able to work with the City in setting up a
similar program if the City wishes to adopt one.
Community Outreach
Should the City choose to implement a local fixed route or change to a General Public
Paratransit Service, we recommend that an outreach program occur so that we can relay
the information on the changes to the residents. We are very familiar with performing
this function and have done so before.
From our experience in doing this same type of service change for transit agencies , we
recommend the following:
1. Hold events at various centers within the commun ity where large groups attend;
2. Develop a campaign message describing the reason for the changes;
3. Receive public feedback related to the proposed changes;
Smooth Transition
Southland Transit makes a firm commitment to the City of Temple C ity to provide a
smooth transition of these services. A ll three modes being conside red by the City are
11
City of Temple City Proposal for Public Transportation Services
services that Southland already operates and therefore with our experience and
commitment, we are able to guarantee no service disruptions.
If after award of a contract , we recommend week ly meeti ngs w ith City staff on the
current contractor as determined by City staff. South la nd Transit has transitioned
numerous contracts and will bring our experience in doing so to the City of Temp le City.
Recent Case Study: In fact, only a few months ago we took over operation of the
Sunshine Shuttle from another contractor on behalf of the County of Los Angeles.
We transitioned this service with no interruptions whatsoever. We would
encourage you to contact Vanessa Rachel at the County of Los Angeles. She is
the program manager and can attest to this statement. She may be reached at
(626) 458 5960.
Language Line
Southland Transit maintains an account with a company to prov ide Lan guage Li ne
Services. We use this service in our call center primari ly for the Cities of A lhambra and
Arcadia. This ensures passengers that do not speak Eng lish have their needs met and
we are able to book trips very seamlessly for them.
No Show Policy
A No-Show policy should be utilized and enforced. No-Shows are costly to the system
and take existing capacity away from passengers whom could use a trip during the time
when a no show is incurred. A Policy as outlined be low should be implemented:
1. 151 No Show wi thin a month is a warning ;
2. 2 nd No Show within a month requires payment of the fare missed by the
passenger;
3. 3 or more No Show within a month requires a suspension be served by the
passenger of two (2) weeks.
An Appea ls Process should be developed to allow passenge rs to plead their case and
clarify why they no-showed . The penalties should be applied one (1) month afterwards
to allow for this appeals process.
Penalties should not be applied if the following is the case:
~ The No Show was the result of driver error;
~ A valid medica l or the person's disability prevented them from cancelling the trip
ahead of time.
Late cancellat ions should also be recorded as pena lt ie s, but not as severe as a no show.
Late cance llations should be made before the close of reserva tions the day before the
trip is to be taken. This a llows schedule adj ustments to be made rather than calling the
day of or even an hour before the trip is to be taken.
12
City of Temple City Proposal for Public Transportation Services
Online Reservations Service
We currently contract with ACCESS Services to provide the ir customer serv ice
functions. This service consists of 18 individuals taking calls and communicating v ia an
online service . Should the ci ty wish to move in t his direction , we can implement this very
much alike the service we currently do for ACCESS Services.
ACCESS place d their confidence and trust in our company based on the exceptional
level of customer service we provide. The passengers that use this service are elderly
and disabled. We hand le over 20,000 calls per month for them and assist them with
items regarding their TAP Cards, eligibility, route planning, and other functions
Call Center Efficiency
Because Southland T ransit utilizes a centralized call center located in El Monte , it allows
us to provide the highest levels of customer service to our passengers. A ll call center
agents are trained in all services. Therefore, if the primary assigned call center agent is
busy answering a Temple City call, and another call then comes in, the call w ill roll over
to another agent that is available to answer the call rather than leaving the person
holding for an extended period of time.
This enables calls to be answered much more qu ickly and efficiently which translates to
a customer benefit.
Other Relevant Information
Transit Advertising
Buses go where people go-where they live, s hop , work and play
-and so does the advertisin g on buses . The streng th of a bus
transit display is its constant ability to find a crowd. A bus transit
s ign "mingles with consumers," and follows the f low of shoppers
and their spend ing power-speaking, show ing and selling along
the way.
A bus ad ignites trends and fue ls demand for the products and
services they promote as they connect the dots between where
the journey begins and ends. Advertising on buses bu ilds and
re in forces brand images as they go with the flow.
13
City of Temple City Proposal for Public Transportation Services
Choose from a variety of bus advertising posters with placements throughout the exterior
of the bus. Your choices include a King Sized Bus Poster, Super King S ized Bus Poster,
Queen S ize Bus Poster, Headlight Bus Poster, or Taillight Bus Poster.
"Own" the entire interior of the bus with Brand Bus advertising or choose specialized
coverage with interior Bus Ad Cards.
Southland Transit has staff w ith contacts and experience working in large Transit
Agencies with transit advertising programs . If in the futu re, the City of Temple City
would like to explore this possib ility, we can assist with the management and
development alongside the City to further enhance revenue opportunities.
Travel Training Program
• As the C ity moves to implement a f ixed route service a travel train ing program
can be a great community benefit and teaches seniors and persons with
disabil ities the fixed route system so that they can navigate it effectively. Many
people with disabili ties have a fear of the system. Therefore they either use the
Dial-A-Ride system when they may be able to actually use the fixed route
system . Since, the fixed -route system is on a prescheduled system and provides
greater freedom and mobility for individuals; we p lan to work w ith the city in the
future to gage the interest in developing this program . Our Vice President, Scott
Transue has designed these programs in the past for transit agencies and has
direct experience working with persons with disabilities . If in the future the City
decided it wou ld like this optional service we could assist wit h the development of
this program .
14
City of Temple City Proposal for Public Transportation Services
4. Scope of Work
Operator Recruitment, Hiring, Training and Evaluation
T h e staff and pe rs on nel
for a part icu la r service
are a key co mponent of
t he success an d q uality
of t h e operations . At
Southland we keep this
as the focus, in the
hiri ng and tra ini ng
process, as well as
throughout an
emp loyee's tenure with
t he company. Our
hirin g and training of
emp loyees for this
service wil l comply in
all r espects with the
tr aining r equirements
set forth by the City.
Background checks wi ll
be complete.
Operator Recruitment
The recruitment and hiring of operators wi ll meet all lega l and contract specifications.
We con tinue to have excellent success with recruiting school bus operators who are
loo king for a career upgrade. For these operators transit service is a more reliable year-
round job wit h better benefits than a seasonal school bus drivi ng job. We do understand
the requi rement for carefully assessing school app li ca nts since not al l of them are
adaptable to a busy fixed route or dial-a-ri de operation, particularly in terms of rea l time
n avigation.
New Hire Operators
It is critical to our overall success that a viable prog ram be established for training
individua ls w ithout prior passenger transportation experience. It allows us to maintain
balance in ou r recruitment efforts and be less dependent on th e actions of other
employers in filling our positions.
Operator Selection
At Southland Tra nsit we exp ect a high degree of c ustomer service ski ll s by our
operators. It is very important to us that ou r operators are frie nd ly , re spectful, and
15
City of Temple City Proposal for Public Transportation Services
courteous. Therefore, as passengers board the bus they are greeted with a pleasant
experience. At Southland Transit, we know that anyone can be trained to drive a bus,
but it takes the right person w ith a great customer service skill-set to do the job
effectively.
Operator applicants must either possess a California driver's license with appropriate
endorsements, or meet the requirements fo r entry into our training program. All
applicants undergo a DOT medical examination and a pre-e mployment drug screen that
must be negative. The drug screen is done in accordance with the terms of federal law.
At a min imum an applicant must minimally pass the following criteria.
• 5 years of driving experience;
• Drivers must be in good standing with the DMV and enroll in the DMW Pull
Notice Program ;
• No suspensions in the previous sixty (60) month period;
• Have no more than three (3) moving violations or two-poi nt violations within the
thirty-six (36) month period preceding se lection;
• Drivers must not have any rail crossing convictions;
• Drivers must be able to speak, understand, write and read English with
proficiency; and,
• Must not be addicted to alcohol or controlled substances;
• Will not be subject to outstanding warrants for arrest;
• Be sensitive to passenger needs and be able to handle complaints and problems
as they arise;
• No reckless driving violations, DWI/DUI or drug abuse convictions or license
suspensions due to such convictions in the last ten years.
At Southland we are not satisfied with hiring t hose minimally qualified but seek those people who
are most qualified and most motivated to drive. We go beyond check-listing minimal
qualifications. Each applicant must complete an application and submit an H6 DMV report. In a
brief interview at the time of submission, the applicant is told of the job requirements, the
application is reviewed for any unanswered questions, and the H6 is reviewed.
T hose with minimum qualifications undergo a thorough interview, using a mode l list of questions.
The list ensures the interviewer covers all areas of questio ning, that all applicants are judged
consistently, and that all questions are legal and not discriminatory. Questions are open-ended to
allow the applicant to talk about values and motivation, rather than simply saying a yes or no to a
question. This allows an interviewer to gauge the character and sincerity of applicants.
Driver selection actually continues throughout the training process. We do not hesitate to remove
trainees who are not achieving the desired leve l of performance in any area -driving skills;
interaction with riders, staff, and coworkers; ability to read maps and navigate; and ability to use
the technology.
Driver Training
Th e following is an overview of the initial operator training curriculum. This system is in use
throughout our company and has been used to train paratrans it and fixed route operators in
service throughout Southern California. Classes follow the tra in ing materials from the National
Transportation Safety Institute (NTSI), with further development of materials from Transportation
16
City of Temple City Proposal for Public Transportation Services
Management Associates for passenger assistance training and the Smith System for defensive
driving. The training summary outlined below is a summary of our training and safety program.
Operators receive on-going safety awareness and training to ensure they continue to remain fit-
for-duty.
1) STI Orientation and Policies. As we provide paid training, a trainee is an employee as
soon as they enter t rain ing . T he initial session is to introduce the trainee to emp loyee
policies and procedures and to ensure that all of the necessary initial paperwork is
completed.
2) Defensive Driving. Our defensive driving instruction inc ludes both the defensive driving
course provided by the National Safety Council and the Smith System. In the two
programs trainees lea rn techniques for avoiding accidents on the road, cove ri ng such
things as attention to situations which can bring about accidents, making yourself aware
of the actions of other drivers and pedestrians, the proper methods for crossing , entering
and exiting the vehicle. Our training curriculum includes the Smith System materials
because they provide an exceptional tie in to behind -the-whee l tra ining which is used .
a .
b.
c.
d.
e.
ALL
GOO D
KIDS
LOVE
MILK
Aim high in steering
Get the big picture
Keep your eyes moving
Leave yourself an out
Make sure they can see you
3) Transportation Safety Institute curriculum. The Transportation Safety Institute, the
training branch of the Fede ral Department of Transportation, has developed this 3-part
curriculum. Every segment utilizes slide shows and a follow up exam.
a. Vehicle Operations. This segment discusses maneuvering techniques in several
different operating environments with a variety of bus sizes. The primary focus is
in fixed route operations wit h large vehicles in a va riety of operating environments.
b. Customer Service. This second segment works with the first to give the driver
trainee effective tools in handling customers, in both fixed and paratransit
applications.
c. Emergency Management. This final segment covers the requirements for handling
accidents and vehicle breakdowns. It also builds on the customer service segment
in that it sets out methods by whic h the driver deals w ith these situations when the
vehicle has passengers in congested situations.
4) Pre & Post Trip Inspection. While in class, the trainee learns about the regu latory
requirements related to the multiple items a driver must check such as tire tread depths,
steering play ratio, air and hydraulic brake testing, etc. The most important part of this
training continues with the tra inees going through the "hands-on" portion, with buses.
5) Dealing wit h the Elderly and Disabled Passenger
17
City of Temple City Proposal for Public Transportation Services
a. Empathy and Special Needs. The emphasis here is to train the driver how to
r espond to t hese passengers w ith care and consideration of specia l needs.
Different approaches are used, such as having the trainee visualize what life
wou ld be like with a disability: if the driver were requi red to use a wheelchai r ,
cane, see ing eye dog; if they were mobility impa ired , los t balance, suffered from
a cognitive impairment. The goal is to assist the driver in moving past pure
sympathy or a demeaning view to understanding and the ability to aid and assist
in a helpful manner.
b. Mobility Device & Securement. In this section of our training , trainees learn the
correct use of veh icle lifts, ramps , and restraint systems. Every trainee learns this
both in the classroom and "hands-o n" in the vehicles, acting as a driver and as a
passenger. Emphasis is also put on the physical safety of the rider and the driver
who is boarding the passenger as we ll as comp leting the task without damage to
the mobility device itself .
c. ADA Training. The full range of requirements of the American with Disabilities
Act as it impacts transit operations is covered here. Thus drivers learn about
fares, service animals, discrimination, callin g stops, and steps to undertake when
a wheelchair lift is inoperable so that the passenger is not stranded on the street.
6) Communications. Use of the radio and/or Mobile Data Termina l is covered depending
on which communication system is being used. Thus radio users are trained in ten -
codes and plain speak. Mobile Data Te rminal users are trained in input, acknowledging
completion of trips, etc. In all cases the appropriate time to use the communication
device is emphasized .
7) Route Orientation/Thomas Guide. The ability to navigate is essential for a driver.
Trainees learn how to use a Thomas Guide and learn to route themselves w ith a
Thomas Guide. On fixed-route services they are familiarized with the particular routes
on the service by learning a "left/right" sheet. The classroom training is reinforced and
supplemented during behind-the-wheel training.
8) Hazardous Materials and Blood borne Pathogens. Trainees are familiarized w ith the
hazardous materials that may be encountered in their job including the handling of body
fluid spi ll s that could lead to virus transfers , and use of the body flu id kit.
9) Hazardous Conditions. All operators are trained and expected to report all haza rdous
road conditions in a particular service area to their supervisor. The supervisor will then
immediately notify the city of the conditions and immediately take precautions to
safeguard the passengers and personnel.
1 0) Body Mechanics/Safe lifting. Operators are required to use the ir body in many
aspects of their job. To ensu re their safety, we specifically tra in on the correct body
mechanics for these tasks including the correct method for lifting , push ing, securing
whee lchairs, and boarding and exiting the vehicle.
11) Harassment in the Workplace . Every employee , including operator tra inees are
provided information and training on harassment in the workplace. The goal is to make
certain that employees know how to report any prob le ms they have as well as to train
18
City of Temple City Proposal fo r Public Transportation Services
employees on the many faces of illegal harassment. Southland does not tole rate any
form of harassment in the workplace.
12) Substance Abuse. Operators are taught the problems of substance abuse, w ith regard
to the job, b ut also with an eye to its effect on quality of life. Southland's Drug and
Alcohol Plan and Policy are covered in detail. All rules and regu lations are str ictly
13) enforced in accordance with DOT rules and
regulations , as well as with the company
policies. A copy of the plan is included as
Exhibit 3.
14) Commer cial Driver Training. When the
candidate comes with a C-class license the
trainee also undergoes the necessary
training to obtain a Commercial Driver's
License.
Behind-the-Wheel Training
No operator provides service for Southland Transit
without undergoing behind-the-wheel training
(BTW). Members of our Safety and Training
department select and train a ll behind-the-wheel
trainers. There is at least one behind-the-wh eel
trainer at every Southland facility. Behind-the-wheel
training includes training at a secured park ing
fac il ity through an obstacle course; in-service
evaluation of the driver's skills; and route training
for the specific service. Additionally, the tra inee
learns of the particular system re quirements t hat
are in effect for their assignment.
Once t he trainees begin behind-the-wheel training
the Safety and Train ing Department oversees the
efforts, gets continual updates regarding how the
training is progressing, and will perform behind-the-
wheel training them self when needed.
Class Room Training
STI Orientation and
Policies
Defensive Driving
Transportation Safety
Curriculum
Pre & Post Trip
Inspections
Dealing with the
Elderly/Disabled
Passenger
Communications
Routing, Mapping and
Service Area
Familiarization Fare
Recovery, Passenger
Counting & Accident
Reporting
Hazardous Materials
& Blood-borne
Pathogens
Body Mechanics &
Safe Lifting
Harassment in the
Workplace
Drug Free Workplace
Commercial Driver
Training
Total Training Hou rs
Hou rs
I 1
I
8
I 8
i
2
8
3
2
2
1
2
2
1
4 0
South land Transit's training emphasizes strenuous pre-testing and a formal final review prior to
the trainees taking their final or CHP exams and moving on as a "regu larly scheduled " operator
status.
Our formal review is based on the observations of the behind-the-wheel trainer. Behind -the-
Wheel trainers spend more time with potential employees than any other person in the
company. We give the BTW trainer authority to make a "do-not-hire" recommendat ion. A ll
19
City of Temple City Proposal for Public Transportation Services
operators whether they be relief or regularly assigned, are trained to drive all vehicles they may
come into contact for the specific service they are assigned to.
Refresher Training
Every service operator is evaluated by a behind-the-wheel trainer or training supervisor at least
twice a year and undergoes retraining as appropriate. Retraining is also scheduled for any
driver involved in a preventable accident or incident. There are monthly scheduled safety
awareness classes to continually refresh and renew the skills necessary to be an effective, safe
and courteous driver. Because we have created an atmosphere where the road operations and
training functions work closely together, these safety classes are very productive. The sessions
address is sues that are particular to the service the operators are assigned to .
Once assigned to this project, the operator will be given the Operator Manua l which will allow
the operator to continually refresh his or her knowledge of the specific requirements of Temple
City service and driving skills.
In the initial training as well as in the recurring sessions, operators always have the opportunity
to ask questions, and clarify iss ues. The most important part of t rain ing is not to follow a
checklist, but to make certain that the participants in the training are actually learning and
incorporating the materials presented. Our training department does not pass candidates who
won't be effective team members.
Evaluation
In addition to our general observations and "ride-alo ngs" with operators, we have developed a
unique approach to operator evaluations which allows us to measure the performance of the
driver in several key categories. Our evaluation procedures involve a performance appraisal
directed specifically at the assessment of those skills required by demand response and fixed
route operators. The evaluation becomes the basis for promotion and salary reviews as well as
for operator improvement programs. We will commit to performing these two times per week as
required within the RFP.
We will also be complying with the random checks of the bus system two times per week and
this will help us to ensure On Time Performance is at its highest levels. On Time Performance
issues can be cause by various issues as described below:
• Passenger issues
• Driver issues
• Scheduling
• Traffic
• Poor training
We will ensure all of these are addressed through training to achieve the on time performance
levels.
20
City of Temple City Proposal for Public Transp ortation Services
Passenger Disturbances & On-Board Security
Our first objective is to minimize disturbances with effective driver training . We have a ve ry
specific training module regarding disruptive passengers that teach drivers effective techniques
for defusing potential passenger disturbances. We will also have strong support for our drivers
from supervisors. Drivers always have the ability to have a supervisor at the bus within minutes
to render assistance through use of the Supervisor's handheld radio.
In each of our communities we have also developed excellent working relationships with the
local police. Through direct communication with the supervisor it will be poss ible for drivers to
access the police directly when there is an incident that might jeopardize the safety of t he driver
or passengers. We have used the police effectively on a number of occasions when a
passenger was causing a disturbance on the bus . In those instances the driver continued the
route to prevent further provoking the perpetrator and was met by the police at a predetermined
stop.
t/ Internal Process to Avoid Problems & Complaints -At Southland our first and
primary goal is to avoid service problems. We are constantly monitoring our own
performance in this pursuit. We believe that the rider must be sat isfied and we want to
develop and use the appropriate tools to assure that customers have all the
opportunities necessary to let us know how the service is working.
In order to focus on this goal we have established a framework that has us, as a
company, investigating and identifying causes and providing a response to every service
defect, no matter how the defect is identified. We have found tha t the most common
occurrence is a call from a client reporting a prob lem. Every staff person is tra i ned to
prepare a report form based on the customer's input, th is report immediately goes to
each individ ual involved so that the cause of the incident can be identified and, more
importantly, a determination can be made as to what corrective action is required to
prevent recurrence.
We a lso encourage the use of these reports by our field staff, including operators. There
are t imes when an operator feels that a problem arose due to the actions of a
passenger, dispatch , or management. Such problems do not always lead to formal
complaints, but are issues that should be investigated and evaluated before larger
problems occur. This form al lows for operator input, and initiation of a process for
determination and correction.
We encourage this two-way process of identifying problems because we have found t hat
it creates a team-oriented approach to problem solving , rather than a "blame-oriented"
approach . The process has also provided valuab le input from the employees w ho have
to work the nuts and bolts of the system , and is a major empowerment too l for our road
staff. ·
Despite th is comm itment to preventing problems and complaints, problems do occur.
Throughout the training of all staff, operators, call center personnel, dispatchers,
mechanics, road supervisors , and managers , it is emphasized t hat any prob lem or
21
City of Temple City Proposal for Public Transportation Services
complaint should be repo rted immediately to management staff for action and reso lu t ion.
Southland management personne l are eva luated on their abi lity to foster an environment
whe re all problems and complaints are reported, as well as on their responsiveness to
riders, and to client staff in handl ing prob lems as they arise.
Operator
Appearance
A ll operators are required to
portray a clean, neat, and
respectab le appea rance.
Southland Transit recognizes tha t
our vehicle operators are the first
form of physica l contact with the
transit service for our passengers.
Therefore it is incumbent upon the
operators and our company to
ensure we make a positive
impression. Operators will wear
name tags, and if jackets and hats
are worn they will match the rest of
the uniform and will display the
drivers' name tag.
Operator Responsibilities
• Vehicle operators w ill assist in the loading and unloading of passengers, pa rcels and
persona l effects;
• Vehicle operators wi ll be neatly and cleanly dressed in a uniform, provided by the
Southland T ransit, and acceptable to the City;
• T hey wil l, at all times maintain a courteous and cooperative attitude in their contact with
the public. Moderate healed , closed-toe shoes will be worn at all t imes;
• While performing their duties, vehicle operators will wear name tags clearly displaying
their names. In addition, vehicle operators will maintain trimmed fac ia l mustaches
and/or beards or a clean shaven appearance at all times during transit service
operating hours;
• Vehicle operators will have an accurate time piece available while on duty;
• Vehicle Oper ators will ensure that all patrons, when us ing the Dial-A-Ride service, wear
seat belts and shall assist, if necessary, the patron in fastening the seat belt;
• Vehicle operators will only carry animals that comply with the Amer icans with
Disabilities Act (ADA) definition of service animals;
22
City of Temple City Proposal for Public Transportation Services
• Vehicle operators wi ll do everything possible to avoid undue delay of any patron , either
at the point of pick up or whi le en-route;
• Operate the vehicles in a safe and timely manner;
• Cooperate with the City project manager and City agents;
• Distribute or collect handouts, surveys, etc. as may be required;
• No acceptance of gratuities;
• Have a thorough knowledge of route;
• Make service announcements as requested by the City;
• Make all required ADA Announcements (callouts) for passengers w ith disabilities
• Do not or allow passengers to smoke on vehicles;
• Do not perm it loud or raucous behavior on the vehicles;
• Count and record passenger boarding's for each trip;
• Announce route and destination before each departure from a tra in station;
• Ma intain route and timetables without deviation;
• Inspect his/her vehicle for funct ionality prior to each departure from the garage;
• Assist passengers boarding and alighting vehicle as needed ;
• Operate the whee lchair lift for passengers requiring or requesting such service (whether
they are in a wheelchair or not); and secure passengers in wheelcha irs using vehicle
securing devices.
Removal of Vehicle Operator
Upon notice from the City of Temple City concerning the conduct, demeanor or appearance of
vehicle operators not conforming to the standards set forth in the previous sect ion, Southland
Transit will take all steps necessary to remo ve or all eviate the cause of the objection
Customer Service & Dispatch
Our approach to hiring customer service representatives is to seek individuals with computer
familiarity, high e nergy, and bilingual capability. We have had great success in attracting
committed, bright, talented workers, in part because we offer a competitive wage with health
benefits and , more importantly, we respect the tremendous importance of the customer service
departments in the su ccess of our company.
23
City of Temple City Proposal for Public Transportation Services
Dive rsit y in Ca lifornia involves many languages , thus
our customer service representatives also have
avai lable to them the use of the Language Line. This
service allows trans lation and full communication with
people speaking over 200 different" languages, by use
of translators who are only a single call away at any
time of the day or n igh t.
Southland is h ig hly accomplished at providing
customer service/dispatching that combines
paratransit reservat ions , paratransit schedule review
and paratransit dispatching. In most of our operations
this function also includes mailing of brochures and
dial-a-ride applications to callers . We operate multiple
Customer Service Centers. Our El Monte Call Center
handles sched uling and service calls for paratransit
service for the City of Pica Rivera and the cities of
A lhambra , Arcadia, Ba ldwin Park , La Puente, El
Monte, and West Covina, as well as for three .LA
County contracts and Access Services, Inc.
operations in the Antelope Valle y.
There is a second Customer Service Center in El Monte that supports the 365-day service for
Access Services , Inc. the Conso lidate d Transportation Services Agency (C T SA) for Eastern
Region of Los Angeles County. We also have a Customer Service Center in Sun Valley that
dispatches the dial-a-ride service in Glendale and one in Perris for ADNDial-a-Ride operations
in western Riverside County.
As a company we refer to our dispatch and reservationist operations as Customer Service. We
believe that this reminds each employee that the purpose of his or her job is to provide the best
service possible to the rider. It also helps to eliminate the traditional concept of the dispatcher
who does not interact with r iders, and thus does not feel it is part of their job to "answer the
phones ."
Dispatch/Customer Service Training
Our training efforts incl ude making the representative feel as a part of the overall transit
operation, therefore we emphasize awareness of how their job interacts with and affects the
overall de live ry of service. A handbook , training videos , training with experienced customer
service representatives, and on -going team support reinforces the customer service skills. The
handbook, which is maintained at each workstation, includes basic customer service
techniques guidance on dealing with call ers who have disabilities, and handling of incidents.
Our training of Customer Service personnel includes the following components:
)> How to answer calls in a professional and expeditious manner, including how to handle
the irate caller, the indecisive caller , and the talkative caller.
)> Operatio n of the computer program and what information must be ente red. We have
very experienced Trapeze users in the company who have trained many new users.
24
City of Temple City Proposal for Public Transportation Services
Each new hire begins as a customer service representative , as soon as their
sk il ls p rogress each is trained to handle the dispatch board, including the
computer and its MDC connections, as well as the radio. Th is c ross training
allows us the greatest flexibi lity in assigning employees to ensure coverage for
our customers.
>-Fami liarization w ith the geograph ic maps covered by the service. This knowledge
is absol utely essential for the system 's overall success and effic iency. In itial
training is further reinforced by the availability of a map of the service area in the
office.
>-Sensitivity in field ing the calls of elderly and disabled riders is an important part of
training. We have developed tra ining materia ls that include ADA requirements,
appropriate language, and informing the customer service representatives about
such issues as vehicle specifications, and wheelchair avail ability. T he training
also addresses some of the more complicated issues such as the definition of
and how to dea l with the service animals that sometimes accompany a disabled
rider.
>-In addition to the sensitivity training described above, particular emphasis is
given to phone interactions. The videos address the common interactions a ca ll
taker w ill have with customers with emphasis on the difference between be ing
helpfu l and being defensive or curt. Our handbook also looks at such issues as
communicating over the phone when the caller has a cognitive disability. Visual
cues and physical gestures can be of great assistance in communicating with the
cognitively disabled, and phone interaction removes those visual cues. Thus it
becomes even more essential for the call taker to be aware of the issues and
problems that can occur, and particularly the methods to overcome them.
>-T rain in g in the use of the TOO in order to facilitate communication with the riders
who have h earing impairments. In addition they are tra ined in the use of the
available Language Line , which allows fu ll communication with riders speaking
any number of different languages.
>-Accident and incident procedures are a part of all Customer Service train ing.
Forms are kept at every workstation. Detailed step-by -step procedures are
outlined in the Customer Service gu ide.
>-We inform Customer Service staff of service changes as they occur. When
policies are changed , or procedures must be reassessed for determination of
their effectiveness, meetings are scheduled so that every member of the team is
aware of the change.
25
City of Temple City Proposal for Public Transportation Services
Communications and Radio Control
Telephone Service
The dispatch center is fully staffed to enable p erso nn el to receive customer phone c alls, assig n
Dial-A-Ride trips, and perform any other duties necessary to efficiently operate th e C ity of
Temp le City service.
Southland provides app rop ri ate telephone lines so that busy signals are minimized for callers
req uest ing information. So uth land Trans it will have an appropriate number of call-t akers on
duty to answer te lephone calls related to the Temp le City Dial -A-Ride. Additiona l lines and call-
takers will be added if deemed necessary.
Southland T ransit's main te lepho ne nu mbe r is answe red from 5:00 am to 1 0:00 pm for
communicat ion between our dis patch personnel, t he Project Manager, and the City of Temple
City. During non-busin ess h ours , Southland ha s an answeri ng device with a recorded message
advising the caller to call back duri ng the regula r transit service hours.
Voice & Data Radios I Radio Frequencies
Vehicles wil l be equipped with a two-wa y rad io system sufficient for clear communications
t hroughout the service a rea at all times, and between the service area and the
operations/maintenance base of South land T ransit. The rad io equipment is available for
dispatching as well as emergency situ ations (such as accidents and mechanica l breakdowns).
Southland T ransit is able to immediately dispatch substitute buses an d/or police, f ire, or medical
help i n the case of an emergency. So uthla nd Trans it uses state-of-the-are radio
comm u nications systems, rather than rely on unreliable ce ll phone coverage.
Southland Tra nsi t is one of the few companies in the region to have access to a full-t im e
company-owned commun ications shop. MOT's, voice and data rad ios are installed and
maintained by professional technicians dedicated to STI and our affi lia ted companies.
26
City of Temple City Proposal for Public Transportation Services
Revenue Vehicle Service Condition
Southland T ransit uses a Dri ver Daily Vehicle Inspection Report (DVIR) to manage service
vehicle condition. Eac h operator f ills out the DVIR on every shift they work. This form is subject
to a very specific handling requirement by the California Highway Patrol (C HP ). One copy of t he
fo rm must be maintai ned by the ma intenance office to provide verification that an inspectio n is
co mpleted every day and that relief operators complete a min i-in spection at the time they take
over responsibil ity for the vehicle. If defects are noted, the second copy of the form is u sed by
the maintenance staff f o r eva luation and/o r co r rection of the defect. The Highway Patro l exp ects
any corrective r epa irs to be docume nted by a repair order o r repa i r t icket conta in ed in the
veh icle fi le. If defects are noted, the third copy of the form is reta ine d in the veh icle so that the
n ext operator is awar e of any defects t hat have been found, th is is a federal DOT requirement.
Once t he repair is made the maintenance staff w ill make a note on the bus copy of the DVIR so
that the oper ator kn ows the defect has bee n resolved .
Together with the "A" inspection the DVIR comprises the foundation of the maintenance
program described on the following pages.
Reservations , Scheduling, & Dispatching
Southland Tran sit and ou r sister companies have been leaders in the deve lopment of
compu terized dispatch system . We h ave worked closely w ith TSS Wi r eless of Glendale to
develop a comprehens ive dia l-a-ride reporting system that is now an integ ra l element of t he
Access operating environment. Over the years we have gained considerable experience with
the system we are proposing for this project. The Trapeze system, both its reservation functio n
an d its dispatch ing function integ rated with Mobile Data Term inals (MOTs) are part of the
equation. While Trapeze has not had an effective Mobile Data Termina l in tegration with thei r
system we have developed an efficient way to expo rt f rom Trapeze to the industry standard
MDT from Digital Dis patch Systems (DDS). One of the challenges with software from one
company and hardware from another is effective integrat ion. Ou r option uses the Trapeze
system fo r client registration , reservations and scheduling; the TSS Wireless SM system for
dispatching and DDS MDCs. This option enables Southland to quickly im p lement a
comprehensive system that will exceed contract standards. Southland is in its fourteenth year
using Trapeze Software to manage Reservations , Scheduling and Dispatch for demand
respons ive operations. We have assembled southern California's most ta le nted group of
T rapeze practitioners that will provide the City of Temple City with the security of knowing that
we have met and can meet any challenge i n demand response service . In addition, we have
worked hand-in-hand with the develope rs at TSS Wireless to ensure that vital communication
between the dispatch system a nd the MOTs is as effective and efficient as possible .
Trapeze PASS: Comprehensive Scheduling for Paratransit Service
T rapeze PASS is an advanced reservation and scheduling application for demand response
tra ns it services . PASS delivers a comprehens ive solution for client registration, trip booking, and
real-time scheduling. The product's capabilities can be expanded by a suite of e n hancement
products.
27
City of Templ e City Proposal for Public Transportation Services
Key Benefits
);> Automate the demand response scheduling process and create optim ized, cost-
effective, on-demand schedules. Improve customer service by streamlining and
simplifying requ ests for information and trip booking.
Avoid cost ly errors by maintaining complete, accurate client records and operations
data.
Optimize vehicle use and increase passengers per hour by updati ng schedules in real-
time on the day of service.
Monitor daily operations closely and notify vehicle operators of s ituations affecting
service in real-time.
);> Generate standard and ad hoc reports efficiently and easily with a sophisticated
Reporting Wizard. Integrate PASS seamlessly with software systems for transit
planning, operations , customer service, and fixed route scheduling.
Features
Clie nt Registration
);> Register clients with all required informatio n, including multiple addresses , disability
type, space requirements, mobility aids , additional passengers, comments.
Apply multiple fu nding and eligibility programs, define eligibility conditions, and track
certification status.
> Log trip histories and statistics, including number of trips, no-shows, and cancellations.
);> Store electronic documentation and photos for detailed passenger information.
Trip Bo oking
);> Streamline the booking process using client and trip information saved as templates
during the client registration process.
Book subscription trips (multiple trips with same origin and destination) or casual trips
(single trips on demand).
City of Temple City P r opo s a l fo r Public Tr ansporta t ion Servi ce s
Save trip requests for later scheduling or proceed to rea l-t i me schedu li ng .
Receive alerts about a client's
elig i bility status and previously
booked t rips when entering a new
trip request.
Track the booki ng process and
qu ickly identify the creator or
modifier of a reservation.
Scheduling
Determ in e the most efficient and
cost-effective way to, schedule
single and recurrent dial-a-r ide
trips .
Define in detail the parameters ,
and cost ing weights that wi ll , be
used to create optimized,
schedu ling solutions.
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Trapeze Client Registntion Screen
Batch schedule an entire day, of tr ips to create the most, cost-efficient schedule . Re-
optimize the schedule on the day of service .
Add trips to schedules on the day
of service; update and re -
optimize the veh icle's sch e du le in
real-time.
V iew detailed run itineraries ,
pending pick-ups, drop offs , for
each vehicle i n service.
Use system map to display and
verify the integrity of runs and
itineraries.
Calcul ate windows for pick up
and drop off, taking into account
trip distance, route, time of day ,
physical barriers, client boa rding
and alighting times, etc.
Update , ca ncel , and re -sc hedule
trips usi ng t he Trip Adm ini stration
screen .
Mapping
29
Trapeze Trip BooJcing Screen
City of Temple City Proposal for Public Transportation Services
~ Create customized views of the integrated system map to assist with scheduling and
dispatching. Zoom in or out, and center the origin and destination locations, control map
color-coding.
View service areas, including street names, zip/postal codes, mun ic ipa l boundaries, and
ADA corridors .
~ Geocoding of client addresses and other locations (origins, destinations, garages, etc.)
~ Viewing of multiple schedu ling itineraries and runs interactive ly on the system map.
Define and ed it boundaries, corridors, and barriers (geographical features , etc.).
Reports
T his is just a short list of the reports available w ith the system that Southland is now proposing.
The system uses a se lf -contained report writing she ll , produce a variety of standard types of
reports, including:
)> Data diagnostic
~ Fare/funding
source
Operational
Reports
Productivity
Reports
Statistical data
Flex trip
Manifests
Taxi manifests
Create ad hoc
reports using the
Report Wizard.
Reports can be
devel o ped using
SOL query,
Crystal Reports,
and ASCII text.
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Trapeze SchedrJe Booking Wrzard
Generate pu ll-out lists and pull-in lists of all scheduled vehicles , in chronological
order.
Create performance reports that detail statistics on actua l trip, load, odometer,
passengers, fares, etc.
Review schedule efficiency stat istics, revenue times , deadhead distances,
passengers per hour.
Determine number of cancellations , no shows, and late arrivals for specific
clients or time ranges.
City of Temple City Proposal for Public Transportation Services
Southland has developed a number of specialized strategies to optimize and , in some instances
compensate for, Trapeze functionality. The lessons shown be low were learned the hard way
through years of experience and we have found that collectively these lessons are absolutely
necessary for the proper functioning of Trapeze in a dial-a-ride service.
);> We very seldom "batch schedu le" preferring instead to use T rapeze in a li ve scheduling
mode. The reason is that Trapeze uses a global speed assumption that can return some
undeliverable trip times. In a live scheduling mode dispatchers can keep track of these
prob lems and ensure that they c an correct those issues before problems are created .
When batch scheduling is used there may be too many of these erro rs present to allow
for correction and on-time performance declines.
We also prefer live scheduling because it allows us to promise each passenger a trip
time that is actually in existence at the time we make the promise. This makes it easi er
to keep from over booking at peak hours.
We teach reservations staff to evaluate the suggestions given by Trapeze to determine
which suggestions are best for the efficiency of the system. This is done by using the
system's map function to check for excessive route zigzagging , which annoys both
drivers and passengers.
Ca lle rs generally request a pick-up time based on their assumption of the time needed to
make an appointment. Trapeze allows for scheduling which ca lculates a time for pick-up
by first looking at the required drop off time, and our reservations staff has been trained
to make liberal use of this feature. At busy times of the day this works much better for
the client as it ensures t hat we give them a time that will get them to their appointment.
Our staff is t rained to understand that h ighly productive congregate trips must be hand
scheduled because T rapeze will not schedule them correct ly due to the system's fla gged
ride time violations . In our experience ride times are not a problem on this type of trip as
the passengers are aware that everyone is going to the same location and that it takes
time to load all the riders .
We have found that it is a common mistake to overuse templates in Trapeze service.
Our reservations/dispatch operations only use templates for group trips where we want
to preserve very effective linkages. Using them for single ride subscribers tend to reduce
the effectiveness of automated dispatching.
We often make the claim that we are the most effective
company in Southern California at demand responsive
dispatching. This claim is not made idly or without
support. Southland Tra nsit has imp ro ved prod uctivity
and on time performance on every single service that
we have taken over from other companies. We are the
only firm that is consistently willing to guarantee
productivity improvements to reduce cost for our clients.
Our record speaks for itself.
31
City of Temple City Proposal for Public Transportation Se rvices
Dispatch Technology
Southland Transit has become the southern California leader in using the power of automated
dispatching to improve productivity for our customers. We began using the computerized
dispatch system in 1997.
It is important to note that Southland knows how to optimize and use the technology in real
service delivery. We have worked closely with Trapeze during our growth. Our company has a
team that understands very clea r ly the challenges and the opportunities presented by high-
performance computer assisted dispatch software and are able to maximize its benefits. The
real advantage is that Southland experts are local. We have, on staff, expert T rapeze
professionals. Should a problem arise in the Operations Center, an expert is not a plane ride
away but right on site. Usage of the T rapeze software provides many advantages , especially
improvement of the reservations process and the delivery of highly productive , on-time service.
v All vehicle runs per the number of days the City wishes to allow advance reservations
will be active in the system. This allows the Customer Service staff to book trips with
complete confidence that we will be able to deliver the service as originally scheduled by
the rider. It also allows us to offer the passenger multiple options for pick-up and return
times that best match their schedule. In general we favor this method versus batch
scheduling because it allows us to minimize the number of times that we have to call a
customer back to change their schedule.
STI staff will work with the City to set multiple parameters for the time at which
reservations will be accepted , including weeks ahead all the way to real time demand
response. It can also be set with different parameters for different rider groups (Seniors,
general Dial-a-Ride, etc.)
v The dispatch system will continually optimize the runs to provide more effective trip
linkage and shared ride productivity. City staff and Southland project staff-can develop
specific parameters for how much optimization will be allowed to occur in the system.
This is in effect telling the system how far existing appo i ntments can be moved to slot
new riders and how long original drop times can be extended to allow fo r more p ick-ups
to be made.
The dispatch system provides powerful tools to assist in identification of trips that would
be candidates for t ransfer to taxi. In particular the "schedule ed itor" function allows the
controller to follow the vehicle around its scheduled tour electronically and w ill highl ight
those pickups that are not effectively linked with other services .
The dispatch system will give absolutely reliab le information regarding the availability of
same day standby trips and will identify more standby trip linkages than any manual
system could ever track. This is a powerful tool for improving system productivity .
The dispatch system has powerful subscription management features, allowing t he staff
to manage subscriptions wi thout taking away the ability for the system to continually
optimize linkages.
We have learned from using Trapeze systems th at constant tweaking of the system, and
32
City of Temple City Proposal for Public Transportation Services
second-guessing of its routing is not productive. However, we have also recognized that in a
busy service , it may be necessary to make specific interventions. Our goal in supervision of the
Customer Service center as it handles a specific service is training the staff when to use and
rely on the automation and when to intervene with manual dispatching.
v Highly productive congregate trips are often not scheduled effectively on an automated
basis because the violation of ride time or "captive" parameters. In that type of case the
parameters can be manually overridden to schedule the trip . We have norma ll y set up
our systems so that no r ide time exceeds 45 minutes unless the person building the
route approves the violation.
v On returns from congregate meal or shopping trips w e have often had to force single bus
"take homes" because multiple buses, although more efficient from a rou t ing standpoint,
were more confusing to the riders.
v Aggressive use of templates to handle subscription passengers
v Frequent use of "hard drop" times to ensure timely hand-offs to trains, express buses, or
other connecting services. This requ ires reinforcement with customer service staff to
ensure that we look at connections from the back end first. As an example, this often
means explaining to the passenger why the 8:12AM pick up will work better for them
than the 8:00AM pick up they requested because they wanted to leave themselves
plenty of time.
The data in the server is backed-up nightly on a tape drive or
random disk array to ensure that should the system fail
completely, we will be able to recreate where the system was
the previous evening at the time of closing , such that the
registered rider information and subscription rides are all
saved.
Safety Program
At Southland we believe that safety is essential. It is ·
emphasized in all operator trainings, in monthly safety
meetings, and in the company Safety Manual. We believe
that the safe transportation of our customers is the principal
responsibility of our company's safety program. This statement forms the basis of our safety
philosophy. During all aspects of our service delivery, Southland Transit demands that each of
its employees places safety at the top of all priorities. We remind every employee in our
company that our responsibility is to protect the safety and health of our passengers. We have
successfully designed a number of highly effective safety programs to ensure that we maintain a
leadersh ip role in safety to our employees and r iding customers . Under the direction of our
Safety and Training Manager, the safety program will be focused on three components:
• Safety Awareness and Training,
33
City of Temple City Proposal for Public Transportati on Service s
• Accident Prevention and,
• Safety Awards.
Safety is ever y emp loyee's r esponsib ility and a constant company-wi de prior ity. Safe working
habits, defe nsive driv ing, t raini ng and retraining on dri ving sk ills and attitude, lifti ng, accident
p reve ntio n, etc., are subj ects of sa fety awareness. Safety aware ness t raining ta kes a number
of forms:
Safety Messages -Safety m essages a re p u blished mo nthly, co m pany-wide to h igh lig ht
safety tips and specific proble m areas.
Safety Posters and Cam p aign -STI will be us in g a new safety poster p rog ram t hat
su pp lies new safety motivation posters every wee k to r ein f orce t ra i ning and to ca ll
attention to h igh r isk practices. Eve ry month, ST I w ill conduct special saf ety campaigns
to hig h li ght particu lar problems and r einforce good operatin g and driving skills.
S afety M ee tings -On a month ly bas is safety meetings a re held fo r all employees.
Safety meetings are used fo r t r ain in g an d rei nforcement of:
• safety topics
• basic driving skills
• review of recent accidents
• discussion of seasonal haza rdous co n ditions
• presentat ion of safety awards.
Awards & Recognition -Oper ato rs wil l be recog n ized in a forma lized system fo r
practicing safe operating procedures. We w ill in stitute a p rogram whe re by we w ill
reward the best of t he best.
Fare Collection, Reporting and Invoicing
Fare Collection
Sou th land T ra nsit, Inc., has designed procedures to accurately re port fa re r even ues by route
and min imize r isk of fa re revenue loss. Southland follows t he fare policy as set forth be low
FARE HAN DLING P ROCEDURES
1. Drive rs will record t heir route num be r, b us numbe r and date on the Dai ly Bus Reco rd
2. Dr ivers will use t he passenger counter (if avai lable) to r ecord passenge r t otals
3. Drivers w ill at the end of each shift record all fare types displayed o n the Daily Bu s
Reco rd (DBR), and submit the DBR to t h e Road Supervisor.
City of Temple City Proposal for Public Transporta tion Services
4 . Each vault will be "pulled " daily as it enters the yard. Vaults will be emptied into a
Revenue Bag by the Lead Road Supervisor.
5. Each Revenue Bag will be accompanied by a comp leted slip with the pe rtinent
service information.
6. The Lead Road Superviso r will drop the Revenue Bags into the Vault.
7. Standard Operating Vault reve nue collection practices wi ll proceed from this point.
8. Collected Revenue is reported to the Project Manager.by standard Southland Staff.
FAREBOX MALFUNCTIONS
In the event that a fare box is not able to accept fares on route, the following shall take place:
1. The driver will immediately inform dispatch of the nature of the problem.
2. A re lie f bus is dispatched if available .
3. At no time w il l the drivers handle fares. Whil e the fare box is malfunctioning , cash
passengers will ri de for free.
Records and Reporting
Southland Transit has consistently provided monthly or other reports reques ted to meet
funding source reporting requirements.
• All records and data prepared and maintained by Southland Transit pertaining to this
project are the property of the City of Temple City and are made available for inspection
and copying at no additional charge.
• South land Transit will maintain all books , records and documents re lating to work
performed for the City of T emple City for transit services on file for at least three (3)
years fo ll owing the date of final payment to Southland Transit.
• All duly authorized representatives of the City of Temple C ity wil l have access to such
records for the purpose of inspection, audit and copy ing at reaso nable times during
Southland Transit's usual and customary business hou rs.
Data Collection & Reporting
Southland Transit collects and prepares information concerning transit vehicle activities as part
of its project operation records.
35
• Monthly Summaries. At the end of each month, Southland Trans it prepares and
completes a monthly Operator's Report which summarizes the daily operations
information collected during the month. The report will be forwarded to the C ity within ten
(1 0) ca lendar days of the end of the repo rting month.
City of Templ e City Proposal for Public Transportation Services
• Passenger Complaints. Southland Trans it documents operational problems and
passenger complaints and describes the action , if any, that was taken rega rding the
problems. Copies of the complaint form wi ll be transmitted to the City the working day
following identification of the operational problem or rece ipt of the passenge r complaint.
• Operational Problems. Accidents or passenger incidents and action taken w ith issues
related to safety or deemed as a serious operational deficiency to be reported by phone
to the City no later than the next working day.
• Trip Sheets. Southland Transit currently maintains daily trip sheets and an operations
summary for each service day and a summary of each month. This operational data will
continue to capture daily total passenger counts, revenue hours , total hours, revenue
miles, total miles, fare box revenue , passenger type's documentation of any
discrepancies in the number of passengers carried and the amount of fares collected by
the operator, passenger pick-ups and drop-off times and locations for the D ial-A-
Ride/Taxi services . In addition , shou ld the City require additional data , Southland Transit
will comply in a form acceptable to the City.
• Financial Records. Southland Transit has established and maintains separate accounts
of all project expenditures and other relevant financia l records and documents in a form
that has been previously accepted by the City of Temple City.
• Invoicing. All in vo ices and related records are subject to audit by the Ci ty or other transit
related funding partners.
• Accounts. All costs incurred for this project will be recorded in accounts separate from
those used for other business activities and in conformance with the State of California ,
State Controller's Chart of Accounts for Public Transit Operators. These accounts are
available for inspection and/or independent audit at the City's election.
National Transit Database (N TD)
• As part of th e annual NTD reporting requirements, Southland Transit has comp lied
co nsiste ntly with the FTA required on-board data sampling to compile statistically valid
passenger mile data.
• A ll Southland Project Managers annually attend the Metro's NTD reporting workshop.
We consistently submit a draft NTD report on operated service to the City no later than
one week prior to the submitta l date required by Metro. Sou thland Transit has been the
primary contact for NTD Audits .
Complaint Response
Complaints, whethe r valid or not, give us the opportunity to learn something about our
operat ion and we pursue our response to complaints wi th that goal in mind. Every
employee in the Ca ll Center has been tra in ed in the handling of complaints r ece ived.
36
c:_.~,;~~~,., City of Temple City Proposal for Public Transportation Services
Sou and intends to develop a monthly complaint tracking sheet to be submitted with
our monthly invoice that will allow the City to review trends on a month to month basis
and also allow us to make improvements where necessary.
1) Every complaint is taken on our standard incident report form.
2) If the rider has called into lodge a complaint, the call is immediately referred to a
supervisor.
3) The supervisor determines if the complaint is related to service issues, such as a
late trip, driver behavior, etc.
4) If the supervisor determines that the complaint is related to a prob le m with a
reservationist or other personnel in our Call Center, the supervisor obtains all the
in formation regarding the issue, which is put on the standard incident report form.
5) The rider is told that an investigation will be undertaken, and they will be
contacted within 2 business days as to the findings.
6) A supervisor researches the complaint by looking at logs, phone records,
interviewing the personnel in question, and listening to the phone recordings. At
the conclusion of the investigation the findings a re discussed with the Project
Manager to determine if retraining or other action needs to be taken as to the
employee in volved.
7) The supervisor makes the return call to the rider who lodged the complaint ,
informing them of the outcomes.
Most importantly, the supervisors and managers discuss complaints. The goal is to
determine whether there are consistencies in the complaints that require modification of
our process, and/or enhanced training. If patterns are found that affect all employees
these issues are addressed at regular meetings and retraining.
On-Street Supervision
Dispatchers are able to assist operators who are
falling behind, or answer questions regarding
when a vehicle should arrive for a dial-a-ride
pickup.
In addition, our Los Angeles Hooper Facility and
El Monte Operations Center has a team of Road
Supervisors that are shared with all services
operated from the facilities. The Temple City
service will be able to take advantage of that team of professionals. The Road
Supervisor's main duty is to assist operators in the field. They are also available to drive
37
City of Temple City Proposal for Public Transportation Services
The Road Supervisors report to the Safety and Training Manager. This does not mean
that the Road Supervisors are not responsive to the dispatch center but merely that their
overall activities are organized and evaluated by the Safety and Training Manager. We
like to say that they are "responsive " to dispatch but "responsible" to the Safety and
Training Department. The reason that we prefer to organize th is way is that reporting to
the Safety and Training Department assists these key ind iv idu a ls in maintaining a safety
m ind set.
Road supervisors with Southland are always fully licensed and certified drivers, who
when necessary can fill a route , pick up a passenger, or drive a replacement bus to a
road call. We will have sufficient road supervisors to have one on duty at all times while
drivers are on the road. The positions will be full time.
Drug & Alcohol Abuse Policy
Southland has an established anti-drug and alcohol misuse prevention program i n
accordance with the terms of Code of Federal Regulation (CFR) 49 Parts 40 and 655 .
Testing includes both mandatory pre-employment drug screens , random testing , and
post-accident testing for all drivers and "safety sensitive" employees as defi ned by
federal law. All drug and alcohol testing is done in accordance with the DOT
requirements for split screen testing. In addition Southland has a written policy for a
Drug Free workp lace in its handbook.
Managers and supervisors also undergo additional train ing in order that they fully
understand the requirements and indications for "reasonable suspicion " testing , possible
signs of drug and/or alcohol abuse. This allows continued monitoring of workers when
reporting for duty and during the course of their workday.
A copy of t he complete policy can be found in Exhibit 3.
DMV Pull Notice Prog ram
Southland currently maintains an active Employer Pu ll Notice (EPN) No. w ith the DMV.
Southland has access electronically to the DMV's pull notice system, therefore anytime
there is any activity on one of our driver's file , we are instantly notified and can take
appropriate action . We also have the ability through th is system to add and delete
drivers as necessary.
Our Director of Safety & Training, Joleen Judd is also a certified DMV Examiner.
Response to Vehicle Breakdowns
Any discussion of breakdown response should be prefaced with breakdown prevention.
38 1
<: .. (,~~~,~ City of Temple City Proposal for Public Transportation Services
We emphasize vehicle maintenance in every operation as the prime method by which to
reduce breakdowns. Of course breakdowns do happen and in those instances we will
respond on three tracks.
The first step is to get a mechanic on the radio with the operator. We often find
that some simple issue is causing the vehicle prob lem and the driver can be
instructed on how to get the vehicle back in service. An example of this is a
wheelchair lift access door that is not fully latched, causing the vehicle interlock
to render the vehicle in-operative, a simple re-latching of the door gets the
vehicle back on the road.
The second step, and the most important, is getting another vehicle on the line
and back on schedule. We expect that, with the excellent supervisor coverage for
this operation, we should be able to restore service within 15-20 minutes.
The third step is the dispatching of a mechanic to validate the condition of the
vehicle and to handle removing the bus off the street. In all cases a mechanic
should be at the bus within 30 minutes. The mechanic timing will not affect the
passengers since service will already have been recovered with a substitute bus.
lunch and Break Handling Procedures
We comply with California labor standards on the scheduling of rest and lunch breaks.
Time and t ime again we have taken over services where drivers w ere not afforded the
lunch breaks. In addition to being a California legal requirement, we believe that regular
lunch breaks contribute to enhanced system safety. The change to taking lunch breaks
is not a lways a popular measure with drivers, who prefer being paid for the time, even if
it means no lunch. We schedule t he rest and lu nch breaks for dial-a-ride operators in
the T rapeze system.
Scheduli ng rest and lunch breaks for the dial-a-ride is re latively simple due to our
computerized dispatching system. For the fixed route service, we wo r k with clients to
create a schedule that will allow enough "recovery
for a ten minute break at regular intervals. We
dispatch operators to provide lunch relief for the
regular operators.
Staff Retention
Employee retention is a major issue for effective
transit operation. Operators have to be able to
navigate and experienced operators that know
where they are going are very valuable. For the
39
c: ... i,~~;~,., City of Temple City Proposal for Public Transportation Services
sal<e o service safety, quality and productivity we make a major commitment to keeping
every operator who is good at this work . This is an area where South land focuses
attention.
Wages
Our operator pay plan starts at $9.00 during the training period and then prog resses
from $10.00 through steps to $12.50. Another major element of retaining operators is in
making a concerted effort to create the maximum number of full time operator
assignments.
Benefit Programs
Our benefit program is highly competitive, and often superior, to that provided by other
firms in our industry.
Health Insurance
• Our health insurance program has been well received by employees. That is no
accident because we specifically designed the program with ou r employees in
mi nd. Employees are eligib le to enro ll in the health plan at the first of the month
following 30 days regular employment (regular excludes initial training time) for
employees scheduled to work 35 hours or more in a week. As a company we
are committed to finding fu ll time employment for every employee who wishes to
work a full schedule , t h us all owing the employees to participate in these benefits.
• With increasing costs we work to negotiate m ultiple coverage options for our
employees. This allows the employee to choose among four levels of health
care so each can choose coverage and cost that most c learly meets each
emp loyee's ind ividua l needs. To f urther reduc e the cost we have a 125 plan that
allows for the employee to pay for their portion of any benefit cost with pretax
dollars.
• The company pays a significant portion of the cost of the employee's coverage ,
and the employee may add dependent coverage at t heir own cost. We believe
that t he program and the re latively short period fo r e ligibility give us a clear
advantage in competing for operator talent.
DentaiNision Insurance
• Employees can purchase dental/vision coverage at inexpensive group rates. The
employee may also pay for this benefit with pretax earnings under the '125 plan.
Paid Time Off
• Hourly non -exempt employees, who are regu larly scheduled to wor k 35 or more
hours a week, earn Paid T ime-off (P T O) in amounts t ied to the amount of time
they are regularly scheduled to work. Paid personal leave can be used for any
purpose and can, with prior approval be used by the employee as soon as it is
earned. Our policy of starting the accrual immed iately and allowing its use as
c: ... t,;~~,~ City of Temple City Proposal for Public Transportation Services
soon as it is earned is a commitment to the employees that the company honors
and respects their contribution immediately. Additionally our combination of
traditional vacation and sick coverage encourages good attendance, as time
used for illness cannot then be used for "vacation ." Conversely it is well received
by employees because they never "lose" their sick time as personal t ime off
accrual is paid at termination in accordance with state law.
Paid Holidays
• Southland pays for six holidays a year. Regularly scheduled operators scheduled
to drive on one of these holidays and who do not work because the system on
which they work is closed, rece ive holiday pay for the hours of work they miss in
regards to the specific holiday. When an operator is assigned to a system that
does not close for one of our recognized holidays, and works that holiday, the
equivalent hours are dropped into their Personal Time Off account.
401(k)
• Southland has a 401 (k) plan for employees who have been with the company a
year or more. Employees can defer pretax earnings into the plan as retirement
saving. Additionally, we have provided that employees may defer safety incentive
payments into the plan, which has proven popular for operators who do not feel
comfortable deferring a portion of their paycheck into the plan.
Bereavement Leave
• 2 days paid bereavement leave for identified relatives.
Paid Jury Duty Service Leave
• Paid jury duty service for up to 5 days.
Paid Holidays
• Six paid holidays , and when a n employee works one of these holidays we credit
their paid time off account with equivalent hours so that the employee can enjoy
a day off at another time.
Discounted Entertainment Tickets
• Our company participates in a program called G rea t Perks. Through this
program, employees are able to purchase discounted tickets to community
events such as amusement parks, fairs, sporting events, and other activities.
AT&T Cell Phone Discount
• Employees will be able to receive a company 10% discount off AT & T Cellular
Service th rough a special company arrangement.
41
City of Temple City Proposal for Public Transportation Services
Documentation and Maintenance of Project
Records
Tracking of Key Quality Elements -We believe that a company does well
those things that it believes are important enough to measure. Most of the activity
that goes into providing service quality is measurable and such measurement will
be the basis of our quality assurance program. Our history in demand
responsive service is that we improve BOTH service quality and productivity. We
track every measurable component, especially on time compliance and the rate
of no shows. We have learned some important lessons by tracking these key
factors , examples:
• We have found in taking over a number of systems that a high number of
reported no shows were actually dispatch errors rather than real Incidents
of a no show passenger. These errors are often caused by poor
subscription trip maintenance.
• We have found that only by understanding hour-by-hour productivity can
we improve our matching of service hours and trip demand. Using these
techniques over the past years in operations we have taken over we have
delivered average productivity improvements of well over 20%.
• We have learned to use the power of Trapeze software linked with our
system archiving software (TSS ATBOS & ATBOS PA) to track on time
compliance on a real time basis & effect real time "rescues" of schedules.
We manage these key elements aggressively on a continual basis and have a
reporting process that w il l give City staff documentation of our performance , in
every important area. At Southland we work with each client to define the
sta nd ards which are particu lar to that service and that contract. We then set up
additional trackin g and reporting systems to ensure that any particu lar issues are
monitored and shared regularly with the client. We a lso have been enthusiastic
participants in professional surveys of our systems to assess the level of
customer satisfaction with the service.
As part of this process we encourage the input of the drivers who provide the
service. We seek their insight, not on ly at monthly driver meetings as requ i red by
the Scope of Work, but also in daily interaction with supervisors, d ispatch staff
and maintenance personnel.
Accident Reporting & Incident Investigation-While we do everything possible in our
training and ongoin g safety meetings to avoid accidents, they do occur and we train our
employees how to handle those situations. Our practices meet the standards of good
practice as well as the requirements set forth in Scope of Work. Every driver undergoes
training regarding the handling of an accident s ituation. The driver immediately contacts
dispatch and/or the road supervisor when an accident occurs. Dispatch then coordinates
an appropriate response.
42
City of Temple City Proposal for Public Transportation Services
The driver is trained to seek appropriate information at the acciden t scene , which is
reinforced by the ar rival of a road supervisor or member of management personnel.
Pictures are taken at the scene for thorough documentation .
Accidents which take place with consumers on board, or when an accident will cause a
delay in service it is reported immediately. If needed a road supervisor or cover driver
will use a vehicle to keep service on time.
Incident report forms are kept available for all workers in order to document passenger
disturbances, wheelchair lift failures, and road failures.
Revenue Vehicle Towing
We have an on-go ing relationship with a local towing company tha t is very familiar with the
requirement of transporting transit equ ipment. The company carries all requisite insurance to
protect both our company and the City.
Maintenance Program
Ma intenance excell ence is a major commitment
for Southland Transit, Inc. We have developed
an outstanding reputation among clients for
developing and maintaining standards that
guarantee our maintenance quality is of the
h ighest level. Our record with clients who
subject vehic les to third party inspections is
superior. We will prov ide consistent quality
maintenance that will protect the riders and
ensure quality on-time service.
Southland Transit provided a comprehensive
maintenance plan t hat will be put forth for the
vehicles that we w ill provided for the City of T emple City services. Outli ned be low contains
information regarding our maintenance plan that will be foll owed. Our experience has shown
with the vehicles we are proposing that a mechanic to vehicle ratio of 1 for every 15 is practica l.
Parts/Fluids Specifications and Requirements
At a minimum a 30-day supply of all-preventive maintenance required materials and parts ,
filters, fluids, etc. is kept in kits to enable better inventory and quality control. Brake lining ,
drums, hubs, seals and other related parts are stored in suffic ient quantities to ensu re that at
least one complete kit for each vehicle type is in stock at all times .
43
c:_.t,F tl'" City of Temple City Proposal for Public Transportation Services
oll n adequate stock of engine, transmission, cooling system, wheelchair, air-conditioning,
heating , suspension, glass and seat parts are stocked based on local avai lability and order lead
times. Small items such as light bulbs, clamps, and hardware are obtained through a supplier.
Blanket purchase orders are established with all oil and chemical compan ies, major parts and
component supply companies , as well as local parts houses to ensure that we receive ma ter ials
on a timely basis. Reorder lists are established based on usage, part availability and lead t imes.
The maintenance manager is responsible for maintaining the inventory system and ordering
materials .
Revenue Vehicle Damage
All major exterior or interior damage as a result of accidents, road conditions, vandalism or
graffiti results in immediate removal of the vehicle from service. Repairs are completed pr ior to
the vehicle returning to service. A detailed inspection of the vehicle is conducted after repair to
ensure that repairs have been properly performed and that no other physical or mechanical
damage exists. Minor body damage is reported to maintenance through the operator's DVIRs
and the fueler/washers' daily reports. The repair of all minor damage is scheduled for
completion within the same week it is reported . Graffiti is removed immediate ly. A n outside
contractor will perform all major accident damage, body repa ir and painting. Selection of
vendors for body repair and painting is subject to the approval of our client in the case of client
owned vehicles.
Vehicle
Maintenance
Program
Maintenance excellence is a
major commitment for
Southland Transit, Inc. We
have developed an
outstanding reputation among
clients for developing and
maintaining standards that
guarantee our maintenance
quality is of the highest level.
Our record with clients who subject vehicles to third party inspectio ns is superior. We will
provide consistent quality maintenance that will protect the riders of the service. Our program
exceeds many of the requirements set forth in the RFP.
44
City of Temple City Proposal for Public Transportation Services
Driver Daily Vehicle Condition Inspection (Daily Pre-Trip)
Prior to putting a vehicle into service the driver is required to perform a detailed pre-trip
inspection of their assigned vehicle. Any defects or concerns are noted on the Dai ly Vehicle
Inspection Report (DVIR). The DVIR is a three -part form; the original is forwarded to the
terminal office and filed by vehicle number; the second copy is forwarded to the lead mechanic
for maintenance review/schedu ling; and the final copy is retained in the vehicle until responded
to in accordance w ith USDOT regulations. Repairs are prioritized to ensure that all safety
re lated defects are repaired before the vehicle is allowed to return to service . All non-safety
related defects are scheduled for repa irs in accordance w ith the priority assigned to the repai r.
In no circumstance is a vehicle returned to service after an A inspection with any outstanding
defects. As part of this pre-trip inspection each driver cycles the wheelchair lift on h is or her
vehicle, if the vehicle has a lift, prior to the start of revenue service. In demand responsive
services no vehicle is allowed in service with an inoperative lift. Drivers are thoroughly trained in
pre-trip inspection requirements and are not a ll owed in revenue service until they can
demo nstrate full proficiency in conduct ing the appropriate inspection for the type or types of
vehic les they will be called upon to operate.
Maintenance Personnel
As quality maintenance is an essential element of service quality we are committed to the
continual training and upgrading of our maintenance employees' skills. We use multiple sources
for mechanic training including the courses and resources offered by the manufacturers,
vendors, as well as the National Institute for Automotive Service Excellence (ASE), the Service
Technicians Society, and the Transportation Safety Institute . We have established financial
incentives for techn ic ians to atta in ASE certification.
We identify training sources and work w ith the maintenance staff to arrange their schedule to
attend training or study for certifications they need to further enhance their maintenance skills.
After a member of our staff develops a new expertise thro ugh training , they are asked then to
share that information and expertise with our other employees.
Warranty Work
Southland Transit's Director of Maintenance, Wayne Sea le, has handled the warranty
administration for our company and, if approved, on beha lf of our cl ients. He has managed a
number of major war ranty efforts in his career, including an extensive campaign dealing with
transmission and transaxle . We have found that the key to a successful warranty program is
learning the specific criteria employed by each vehicle manuf acturer and managing
maintenance to the established criteria. Both our tracking systems and our experience will
facilitate excellent performance in this area.
Southland Transit will coordinate all warranty and maintenance issues w ith the manufacturer.
45
City of Temple City Proposal for Public Transportation Services
Applicable Vehicle Codes and Regulations
All vehicles util ized in this service are maintain ed in a safe
cond ition for transportation of the pub lic and meet al l the
requirements in the California Vehicle Code for passenger
transportation vehicles. All replacement parts used to repair
and maintain the veh icles conform to the Ca li fornia Vehicle
Safety Standards and the California Administrative Code, Title
13.
Due to our long history of providing public transportation service
our maintenance staff is specially trained to meet the
requirements of the CHP Motor Carrier Safety Regulations and
are subject to an nual veh icle and terminal inspections.
Revenue Vehicle Appearance and
Cleaning
Appearance and condition are paramount to operating an
efficient and comfortable transportation system. Our program
ensures the fleet is clean, well maintained and presentab le to our customers and to the
employees who use these vehic les to provide service to our customers. At the end of each
service day, vehicles are fueled. The utility
workers ensure that all fluids are checked and topped-off, tire condition and air pressure
checked , and the overall condition of the interior and exterior inspected , with special attention
being given to seat damage, graffiti , or other vandalism that may have taken place since the
start of the day. After the f luid and visual inspection is completed the uti lity worker w ill record
the mileage, amount of fuel, o il and other fluids dispensed; sweep or mop the interior of the
vehicle as necessary; clean the ~,AJindows , seats , and operators' area ; and remove any graffiti.
The vehicle interiors are swept, vacuumed, dusted or mopped daily to remove all dirt and
debris. To the maximum practical extent possible, veh icle interiors are free of litter and debris
throughout the day. All foreign matter such as gum, grease, dirt and graffiti are removed from
the interior surfaces on a daily basis. Any damage to seat upholstery is repaired immediately
upon discovery. Ceilings and walls shall be thoroughly cleansed at least once per month, or
more often if necessary.
Each weekend the interior of vehicles are checked and repaired and the replacement of window
inserts, seat inserts, seat upholstery, graffiti , window glass and schedule holders are undertaken
as needed.
The vehicle exter ior is washed twice a week or more often as needed. Once a week the vehicle
is subject to more extensive cleaning; at a minimum this cleaning includes ceiling panels ,
46
c:-.l, "''~ City of Temple City Proposal for Public Transportation Services
FOil "I "d f andra1 s , s1 e panels, seat rames, wheel wells, operator area, modesty panels, door and step
areas, destination sign glass, w indows, floors, and AC grills. When completed, the vehicle is
parked in its assigned place and properly secured .
Daily Vehicle Inspection and Servicing
As mentioned previously, prior to putting a vehicle into service the operator is req uired to
perform a detailed pre-trip inspection of their assigned vehicle. If any defects or concerns are
noted on the Daily Vehicle Inspection Report (DVIR) a copy is forwa rded to t he Lead Mechanic,
who then opens a work order and schedules the repairs . Repairs are prioritized t o ensure th at
all safety related defects are completed before the vehicle goes into service. A ll defects reported
by operator s are addressed w ithin 24 hours of being reported. All safety related def ects are
repaired before the vehicle is again placed into se rvice. Each operator cycles all lifts on their
vehicle prior to the start of revenue service. Except in emergency situations , a vehicle is not
allowed in service with an inoperative wheelchair lift. Operators are thoroughly trained in pre-trip
inspection requirements and are not allowed in revenue service until they can demonstrate f ull
proficiency in conducting the appropriate inspection for the type or types of vehicles they w ill be
called upon to operate. The effective performance of these inspections is a major item of
emphasis for our service monitors. Operators are also expected to leave their vehicle broom
clean at the end of the day.
Wheelchair Lifts and Ramps
During each Preventive Maintenance Inspection a thorough check of the wheelchair and lift
equipment is undertaken . Wheelchair lifts are tested with a min im um of 500 pounds dead we ight
and 750 pounds maximum weight to ensure compliance with the ADA requirements. On an
annual basis a detailed inspection is done of every lift component to ensure that wear is w ithin
acceptable standards. This inspection is done with all shie lds and panels removed so that every
element of the system can be seen and evaluated. Particular attention is paid to wear at
pivot/swivel points, integrity of barrier mechanisms , fluid leakage, wiring integrity, and general
structural integrity.
Preventive Maintenance Program
Diver Daily Vehicle Condition Inspection
Vehicle Cleaning and Washing 1 x/wk. min & as needed
Periodic Vehicle Detailing Service Per Contract or A nnuall
Prevent ive Maintenance Service -A
Preventive Maintenance Service -Brakes
Preventive Maintenance Service -Engine Per Man ufacturer Specs
Preventive Maintenance Service-Transmission 12,000 Miles
47
Preventive Maintenance Service -Electr ical System Annually Plus Testing
Preventive Maintenance Service -AC Systems Annually
Preventive Ma intenance Service-Wheelchair Lifts Annually
Steam Cleaning As Required
Emission Control Compliance As requi red by law
Preventive Maintenance Inspection -A
Vehicles are inspected every 20 to 21 working days or, for higher m ileage vehicles, 200 -250
miles in advance of the 3,000-mile mark. This schedule will resu lt in a service interval that
always exceeds that which is required in the specifications. We h ave found that ou r shops a re
better able to adapt to a schedule based on shop working days than on calendar days. T his
aggressive schedule exceeds all regulatory requirements and allows us to move more repairs
into the preventive and predictive categories. The inspections use the vehicle manufacturers
and component manufacturer's recommended severe service cyc les as well as all seasonal or
campaign work that may be requ ired . The vehicle repair history is reviewed and any scheduled
pred ictive maint enance items or open defects are repa ired at this time.
Tire maintenance is also accomplished at the A inspection including proper inflation, notation
of any irregular wear pattern which might indicate necessary balance or alignment, immediate
replacement of any tire which will, in the judgment of the technician, exceed authorized wear
tolerance prior to the next scheduled inspection. Tires are not allowed to be operated if they
exceed more than 3/32 inch tread depth. Ti re rotation is accomplished at every other "A"
inspection.
Preventive Maintenance Inspection -Brakes
At the time that we take over a f leet of vehicles on a new contract a thorough examination of the
vehicle history is made to develop a specific brake maintenance interval targeted to the duty
cycle and repair experience. These intervals are evaluated on a continual basis and
supplemented by ca reful inspection of brake condition on each "A" inspection. If the "A"
i nspection shows a need for earlier brake maintenance the inspection will be conducted e ither
immediately or at another interval, wh ich wil l allow us to effectively address the condition.
Careful measurements are taken and recorded at each brake inspection so that a wear profile
can be developed for each type of ve hicle in the fleet. This wear profile is then used to refine the
preventive maintenance scheduling. T he brake inspection incorporates a step where the
foreman reviews the brake work just prior to re -installation of the wheels and/or drums.
Preventive Maintenance Inspection -Engine
Engine technology has evolved to the point where no single policy can address all of th e
48
Preventive Maintenance Inspection -Transmission
Transmissions are maintained in accordance with the individual manufacturer's severe service
recommendations and in all cases will include filter and fluid changes at the 12,000-mile inte rval
required in the specifications. This aggressive schedule , combined w ith regular fluid analysis ,
will ensure optimal transmission life and minimize service interruptions for transmission failures.
Preventive Maintenance Inspection -Cooling System
Cooling system maintenance has become an important step for ensuring that the maximum life
is obtained from engines. On an annual basis each cooling system will be tested to ensure that
appropriate concentrations of cooling system additives are maintained to optimize engine life .
Preventive Maintenance Inspection -Electrical System
Accessible tran sit service is hard on elect rical systems, due in great part to the frequent cycling
of wheelchair lift equipment. On an annual basis each electrical system will be thoroughly tested
to ensure optimal performance. This inspection will include a battery load test to disclose the
need for replacement of any weakening batteries while also comprehensively testing the
charging system to ensure the battery will not fail due to system malfunction.
Preventive Mainte nance Inspection -Air Conditioning
System
Air conditioning systems are maintained in specific conformity to each manufacturer's
requirements. Southland treats every vehicle with any portion of the Air Conditioning system
inoperative as a "down bus" thus requiring repair before the vehicle is returned to service . We
ensure that every one of our night shift mechanics have the full capability to diagnose and repair
air conditioning systems. All repa irs and maintenance functions are performed by certified
mechanics in strict conformity to current environmental standards for air conditioning service.
Monthly reporting on the Preventive Maintenance Monthly Form documents all air conditioning
preventive maintenance. The single most important step in effective air conditioning system
maintenance is insuring, at each "A" inspection that the condensers are cleaned out so as to
insure effective airflow from the condenser fan . Annua lly , during the month of March and in this
case upon taking over the vehicles, a specific campaign will be undertaken to ensure that each
air conditioning system is adequately prepared to provide effective service throughou t the
season when air conditioning performance will be maximized. This inspection wi ll include, state
of charge, condition of compressors and compressor drive systems, and condition of the
condenser.
49
City of Temple City Proposal for Public Transportation Services
Preventive Maintenance Inspection -Wheelchair lift
Equipment
During each Preventive Maintenance Inspectio n a thoroug h chec k of the whee lcha i r lift
equipment is inspected. Wheelchair lifts are tested with a minimum of 500 pounds deadweight
and 750 pounds maximum weight to ensure compliance with ADA requirements. On an annual
basis a detailed inspection is done of every lift component to ensure that wear is within
acceptable standards. This inspection is done with all shields and panels removed so that every
element of the system can be seen and evaluated. Particular attention is paid to wea r at
pivot/swivel points, integrity of barrier mechanisms, fluid lea kage, wiring integrity, and general
structural in tegrity.
Preventive Maintenance Service-Steam Cleaning
Each vehicle's engine compartment and undercarriage will be subject to steam cleaning at least
once a year, and more often as necessitated as part of respondin g to a fluid leak. Any vehicle
that is subject to a fluid leak repair is referred for steam cleaning prior to its return to service.
Our Ma intenance Directors are especially attuned to insuring that steam cleaning does not
become a rep lacement for the repair of minor fluid leaks.
Vehicle Cleaning
Appearance a nd co ndition are paramount to operating an efficient and comfortable
transportation system. Our program ensures the fleet is clean , well maintained and presentable
to our customers and to the employees who use these vehicles to provide service to our
customers. At the end of each service day drivers are expected to leave their vehicle clean.
Service workers ensure that all fluids are checked and topped-off, tire condition and air pressure
checked, and the overall condition of the interior and exterior inspected , with special attention
being given to seat damage, graffiti , or other vandal ism that may have taken place since the
start of the day. After the fluid and visual inspection is completed the utility worker wi ll reco rd
the mileage, amount of oil, and other fluids dispensed; sweep or mop the interior of the vehicle
as necessary; clean the windows, seats, and drivers' area; and remove any graffiti.
Each vehicle wi ll have its seats steamed monthly, or more often as required . Every vehicle in
the fleet will also be subject to annual detailing with the objective of returning the vehicle to as
close as possible to OEM condition.
The ve hicle exterior is washed at least once weekly plus after each incident of rain occurring
w hile vehicles are in operation, or at other times when the vehicle's appearance is simply not up
to standard. Special emphasis is given to the wheels and any other particularly dirty areas.
50
City o f T e mple Cit y Prop osal for Public Transportation Servic es
ervice Vehicle Maintenance Record Keeping
Southland Trans it has developed it s own p rop r ietary mai ntenance management system . The
system was bu i lt in Mic rosoft Access in consultation with Simetra Systems , our long time data
management and reporting system partner. Unlike man y off the shelf programs t h is syst em was
designed specifically for passenger t r ansportatio n vehi cl e mai ntenance and main tenance
management. Ou r system f eatures all of the follow ing capab ilit ies:
P revent ive maintena nce sc h edu li ng fo r fou r sepa rate leve ls of p reventive maintenance .
Fuel consumption tr acking (also p rovides mi leage inp uts for PM sc h edul i ng).
Repair order ma nagement wit h tech nicia n s enter ing t hei r repai rs directly i nto the system.
Storage of f requently u sed repai r opera tion s to m ini mize input.
Storage of parts data to ass ist in inventory mana gement and f u rt h er mi ni m ize data input.
Vehicle inve ntory management.
Road-ca ll reporting .
Comp lete veh icle main tenance cost reporti ng .
Ma intenance schedule comp liance report ing .
Tracking of war ranty repairs.
Maintenance and Accident Reporting
Southland Transit maintains an individual fi le for each vehicle that documents, by date of action,
all preventative ma intenance functions includ ing warranty work and any other pertinent
ma intenance data, includ ing b ut not lim ited to fue l, lubr ica nts and other fluid use . Maintenance
work sha ll be performed as specified in th is Agreement.
Records are kept in the individua l vehicle fi le of any accident in which the vehicle has been
involved , includ ing the repair work required to ret u rn the vehicle to service.
All accidents that involve passenger injur ies or vehicle damage wh ich are expected to exceed
$500 will be reported to the City within one (1) hou r of occurrence of the accident. All othe r
accidents and or incidents will be reported to the City w ithi n twenty four (24) hours.
In the event of any accident, South land T ransit's pe rsonnel are trained to comply with all
app li cable State laws , r u les and regulatio ns .
So ut h land T ransit's computerized maintenance management system maintains detailed
maintenan ce reco rd s. Reports can be generated in a form that will be acceptable t o the City.
Our reporting system currently meets all requirements of the Ca lifornia Highway Pa tro l.
51
·Daily vehicle inspection and servicing checklists ;
•Work orders for all maintenance inspections , warranty repairs and other vehicle repairs
including
materials , parts and labor consumed;
·Road call reports, or work orders, for each
road call identifying date and time ,
vehicle number, problem and mileage of
vehicle;
•Month ly summary listing by vehicle: mileage,
mi les since last preventative
maintenance inspection and road calls.
. 9"!r" . 'ff It· -. -,a.~, I ·' . • !., . . •'· ··"~ l •. ' • . Sl • A > ,-~ ,_ 1 '. '·.: -.-. . ·.
. '1 .. ,'~1 .. ,lfj 1,, ~ ' l ) i ·~· -!_ ll.L II -~
Jf ~~--!I .
Vehicle Storage and Maintenance Facility
The facility has a total area of 4.2 acres with all
paved parking areas and a fully equipped
maintenance shop and permitted vehicle wash
facility. The maintenance facility is over 20,000
square feet.
The El Monte facility has:
• En closed workspace that allows
maintenance personnel to service vehicles
and be protected from the weather.
52
Operations, Administration , Maintenance and
Storage services will be provided at our existing
El Monte Operations Center located at 3650
Rockwell Avenue in El Monte. Th is is our
primary east county base which serves as our
parking facility for veh icles in service to the
Cities Alhambra, El Monte, Baldwin Park, Pico
Rivera , Rosemead, and Arcadia , as well as the
LA County p rojects. This facility is only 2.5 miles
from t he Temple City Service Area.
" T h e s e c u r i t y - f e n c e d , p a v e d , a n d l i g h t e d p a r k i n g a r e a h a s a d e q u a t e s p a c e s f o r o v e r n i g h t
v e h i c l e p a r k i n g .
" T h e s h o p a r e a i n c l u d e s a h e a v y - d u t y
c o m p r e s s e d a i r s u p p l y ; t i r e - c h a n g i n g
e q u i p m e n t ; a n d , b a t t e r y m a i n t e n a n c e
e q u i p m e n t a n d s p a r e b a t t e r i e s .
"
" V e h i c l e l u b r i c a t i o n e q u i p m e n t i s a v a i l a b l e i n
t h e s e r v i c e a r e a .
" A l l t o o l s a n d e q u i p m e n t a r e o n - s i t e t h a t a r e
n e c e s s a r y t o p e r f o r m r e q u i r e d p r e v e n t i v e
m a i n t e n a n c e a n d t o s e r v i c e v e h i c l e s ,
p e r f o r m c o m p o n e n t a d j u s t m e n t s , a n d m a k e m e c h a n i c a l r e p a i r s . S o u t h l a n d s u p p l i e s a l l
t o o l s a b o v e 3 / 4 i n c h a n d a l l d i a g n o s t i c e q u i p m e n t r e q u i r e d t o m a i n t a i n r e v e n u e v e h i c l e s .
" T h e m a i n t e n a n c e a r e i n c l u d e s s e c u r e d
s t o r a g e a r e a f o r t o o l s , e q u i p m e n t , a n d p a r t s .
" O u r s h o p a r e a i n c l u d e s a n A m e r i c a n N a t i o n a l
S t a n d a r d I n s t i t u t e ( A N S I ) a p p r o v e d p o r t a b l e
h y d r a u l i c l i f t c a p a b l e o f f u l l y l i f t i n g t h e h e a v i e s t
o f C o u n t y S e r v i c e V e h i c l e s s i x f e e t a b o v e t h e
f l o o r f o r m a i n t e n a n c e p u r p o s e s .
" T h e E l M o n t e f a c i l i t y h a s a f u e l i n g f a c i l i t y f o r
l i q u e f i e d p e t r o l e u m g a s ( L P G ) .
O u r f a c i l i t y i s a v e r y s h o r t d i s t a n c e t o t h e T e m p l e
C i t y S e r v i c e A r e a t h u s m i n i m i z i n g d e a d h e a d
m i l e s , w a s t i n g f u e l , a n d e n s u r i n g t h e v e h i c l e s l a s t l o n g e r .
5 3
Staffing Plan
We are well aware of the resources necessary to be successful on this project. Our proposed
Project Manage r is Michelle Gamez. As project manager, M ich elle wi ll be fully responsible for
the service and particularly for managing the performance of project staff, includ ing:
• Maintenance Manager. Michelle will work cooperatively with Wayne Seale to
ensure that proper maintenance is completed and that vehicles are fueled, cleaned,
ready for service;
• Safety/Training Manager. Michelle will coordinate with Joleen Judd to ensure that
the vehicle operator team is f ully staff with qualified personnel. Dan also conducts
monthly safety meetings and assigns behind-the-wheel trainers when requ ired;
• Road Supervisor/Operations Manager. We have a team of Road Supervisors
that are based at the El Monte Operations Center. The team wi ll help support
operators assigned to the Temple City project.
Project Manager
Michelle Gamez, Project Manager. Michelle has proven herself in managing effective
community transit service, providing support to governmental clients and recruiting and training
safe reliable operators. Michelle was chosen for this project because she already manages a
service that provides Fixed-Route , Dial-A-Ride, and General Public Paratransit Services. This
will be a benefit to the City of Temple City. She works closely with client staff, scheduling,
dispatch personnel, and operators to ensure on-time performance . She assists in the training of
operators on system policies and ensures effective route familiarization to ensure schedule
integrity and a positive community image. She consistently provides timely , accurate operational
reports to his clients , including National Transit Database (NTD) data that often exceeds funding
agency standards. We are very fortunate to have a Manager that is already skilled in NTD
Reporting.
Michelle will also oversee the preparation of operational reports and other Ci ty required
information. We believe that her most important task is to set the leade rship tone that will
ensure the operators assigned to this project are motivated to provide high qua lity, safe service
to all passengers Michelle has also been very active in attending meetings w ith the Senior and
Disabled Community under which her assigned projects interface with.
Finally , Michelle wi ll work closely with City staff to ensure that the City's interests are best
served and their concerns are addressed . Michelle is on site during normal business hours, and
is available by cell phone at all times.
54
City of Temple City Proposal for Public Transportation Services
Other Key Staff
Senior Project Manager
Nancy Rincon serves as our Senior Project Manager and provides direction, leadership, and
overall supervision of our projects operating out of our El Monte Facility. Specifically in regards
to the Temple City Services she wi ll provide direction to Michelle Gamez and assist her in
carrying out her management duties for the Temple City Services .
Safety & Training Manager
We are pleased to have Joleen Judd serve as our Safety and Training Manager for th is project
Joleen is a TSI Certified transit instructor. She maintains her office at our El Monte Operations
Center and supervises the efforts of the company's five (5) other certified instructors and the team of
Road Supervisors assigned to the El Monte Facility.
The staff and personnel on a proj ect are a key component of the success and quality of that
operation. At Southland Transit we keep that as a key focus, in the hiring and train i ng process ,
as well as throughout an emp loyee's tenure with the company. At the core of our Safety and
Training program is our philosophy of the va lue system of Southland Transit. We be lieve that
the safety of our employees and our passengers is one of the most important elements of our
operations. Given that attitude, the skill set and experience of our Safety and Training Manager
becomes a vital component in our ability to be successful.
Call Center Manager
We are pleased to have Ann Yin serve as our Call Center Manager for this project. Ann
manages the dispatchers and reservationists within our call center located at our corporate
office in El Monte CA. She has a wealth of experience in th is regards and provides the City of
T emple City with a high ly qua lified resource .
Maintenance Manager
Wayne Seale has been our El Monte f ac ili ty Maintenance Manager since 2001 . He has
worked extensively in highly regulated environments under contract with transit agencies.
Wayne will continue to manage the maintenance aspects of this contract to ensure reliable
service remains constant and that all preventive maintenance ifs followed .
Our Maintenance Department maintains the one hundred and twenty (120) revenue vehicles
that operate from our El Monte facility plus the additional fifteen (15) vehicles out of our LA
Hooper Street Facility . A vehicle to mechanic ratio of 13 to 1 is carefully monitored so that we
can provide a rel iable fleet. We have a tota l of ten fully-qua li fied mechanics and e leven
fuelers/washers on staff.
55
City of Temple City Proposal for Public Transportation Services
Road Supervisors
Our Road supervisors are fully licensed and certified operators, who when necessary can fill a
rou te , pic k up a passenger, or dr ive a replacement bus to a road ca ll. The Road Supervisors
utilize Southland Transit F leet Support vehicles as clea rl y marked for ident ity p urposes. The
positions are full time. Road Supervisor duties include, but are not limited to the following:
Ensu re quality service deli very on a regular basis; Facilitate fleet deployment w h il e performing
pre-trip and post-trip inspections; Monitor and document on-time performance; Provide
e xtensive f ield support in an effort to minimize Servi ce interruption; a nd, address specific
Service problems and Service interruptions.
Reservation ists
We have a full staff of reservationists in place for
this project. Our reservationists are housed in
our Operations Center in El Monte. The order
taker w ith t he least amount of experience has
been with our company for 1% years . They are
all knowledgeable in all aspects of the service
56
operations , service area, and reservations
procedures.
Schedulers
Southland T ransit uses the TSS Wireless 5M
Computerized Schedu li ng and Dispatch system so
we do not have actual schedu lers since the
scheduling is done by the computer throughout t he
day. Monitoring of t he system is done by our
dispatch staff.
Dispatchers
Southland T rans it curren tly has dispatchers assigned
during all hours of service operations to maintain
contact with the drivers and to respond to requests
from the City. Dispatchers are responsib le for
coordinating vehicle and driver assignments ,
monitoring radio traffic for service quality, and
responding to service interruptions .
City of Temple City Proposal for Public Transportation Services
Michelle Gamez Project Manager
TRANSIT PROJECT MANAGER with significant experience in providing genera l public d ia l-a-
ride and fixed route transit service in h ighly productive e n vi ro n ments using automated
dispatching. Exp e r ienced with project reporting, both custom e r required reports and N T D
reporti ng. Responsible for selection and training of cu stomer service and dispatch staff for the
company 's conso li dated call center.
PROFESSIONAL EXPERIENCE
Southland Transit, Inc.
Project Manager-Alhambra and Arcadia 2012 to 2013
Responsible for the daily operations of the Alhambra and Arcadia Services. Provid e supervi s ion
for operato rs and call cente r. P roduced monthly billing r eports to suit client needs. Compiled
information for and to adhere to NTD report ing requirements.
Project Manager -Rosemead Dial-A-Ride & Fixed Route Services 2009 to present
Responsi ble for overall operation of the company's general public dial-a-r ide services.
Interviewed, selected & trained customer service team leade rs and reservation ists in effective
use of the Trapeze system. Developed the company's app r oach to the effective use of Trapeze
in a dial-a-ride environment. Interviewed potential operators and selected fo r training .
Investigated accidents and/or incidents & provided reports t o clients . Handled customer
comments and complaints. Developed direct re lationships with problem clients to insure their
iss ues were not disruptive to the service. Worked with the other project managers to develop
facility w ide solutions, in particu lar the movement of the vehicle washing and cleaning crews
from being managed by the maintenance staff to the operations staff resulting in a more
accountable and organized vehicle cleaning/deta ilin g program.
Call Center Manager 2003 to 2008
Managed consolidated ca ll center operation using T rapeze automated dispatching for the Cities
of Monrovia, Alhambra, West Covina and the Downey Regional Medical Center. T rained all
team leaders and reservation ists in the proper operation of the T rapeze system. Monitored
telephone performance, system productivity and on-time performance. Managed the service
implementation for the dispatch portion of the West Covina Project.
Dispatcher 2002 to 2003
Worked as a reservations call taker and later a dispatcher on the Alhambra Transit system.
During this period system was changing from a manual system to Trapeze as part of a
technology demonstration project.
EDUCATION AND TRAINING
• Drug & Alcohol Reasonable Suspicion Training
• Sexual Harassme nt Awareness/Prevention T raining
• STI Basic Supervision Course
• Trapeze Dispatch Software T rai n ing
• LACMTA NTD Training.
57
City of Temple City Proposal for Public Transportation Services
Scott Transue Vice President/COO
Scott has proven success in managing effective transit systems for public agencies. He has
significant experience with all phases of transit and paratransit operat ions management
including route/service planning, service marketing , employee/la bor rel ations , safety/train ing
programs, and budgeting .
PROFESSIONAL E XPERIENCE
Southland Transit, Inc. El Monte-Vice PresidenUCOO March 2012 to Present
Responsible for all transit contracts and operations of the company and business development
activities; Provides support and collaborates with sen ior management staff to design successful
operations; Ensures that operational resources are identified and obtained to realistically
perform services at proposed levels and measures; With the support of Southland 's Director of
Operations provides guidance, training and support for eleven Project Managers located at five
locations throughout southern California.
Specialized Transportation Consulting , San Diego, CA-Principal 2011 -2012
Prov id e specialized transportation consulting to cli ents that which included Grant Writ in g, Resea rch
Analysis, writing of a Service Plan for Seniors and Persons with Disabilities, th ird party contract specific
audits
North County Transit District (NCTD), Oceanside, CA -Mgr. Ser. Qua lity & Accessibility 2010 -2011
Responsible for the agency's ADA Paratransit services, ADA compliance upon its Fixed-Route
services, Rail, and Facilities, responsib le for budgeting, T itl e VI, ADA and Senior and Disabled
Services meetings, and community outreach .
Metro. Transit System (MTS), San Diego, CA-Transit AnalysUADA Manager 2002-2010
Responsible for operations and planning of various Fixed-Route, Dia l-a-Ride, ADA Paratransit,
Contract Management, Senior and Disabled Services meetings and outreach.
San Diego Regional Center, San Diego. CA -Transportation Coordinator 2000 -2002
Responsible for coordin ating all aspects of transportation for persons with disabilities to include
contract management and vendor oversight, complaint h andling, routing and schedul ing ; and
interacting with case workers, families , and persons with disabilities.
Speaking Engagements
CALACT/National ADA Roundtable Conferences
• Effective Transit Fare Policies , Paratransit Efficiencies, CAL T RANS Civil
Rights/LEP Gu idelin es & Third Party Contractin g Worksho p; Effective Late
Cancellation and No -Show Policies , FT A Compliance & Triennial Reviews
EDUCATION
• San Diego State University San Diego , CA-BA Program 2002
• Pepperdine University , Malibu, CA-Transit Management Program 2 002
• Managing the Costs of ADA Pa ratransit Seminar-National Transit Institute
• Understanding ADA Seminar-Nationa l Transit Institu te
• FT A Civ il Rights Seminar -Federal Transit Adm in istration
58
City of Temple City Proposal for Public Transportation Services
Wayne Seale Director of Maintenance
A FLEET MAINTENANCE MANAGER with proven success in managing effective maintenance
of passenger transportation vehicles ope rated under contract with municipalities and public
transit agencies. Significant experience with all facets of establ ish ing an effective preventive
maintenance system, planning for the maintenance of alternate fueled vehicles and maintaining
publicly owned vehicles operated by our company .
PROFESSIONAL EXPERIENCE
Southland Transit, Inc., El Monte, Californ ia -Director of Maintenance 1989 to Present
Starting as a Shop Manager Mr. Seale has progressed to the current position w ith full
responsibility for mai ntenance of over 300 vehicles providing service on 18 separate transit or
paratransit contracts; Manages foremen and lead mechanics in eight facilities throughout
southern California; has been responsible for the equipment and maintenance start-up functions
of seven service implementation projects over the past eight years; has established highly
effective programs for the maintenance of wireless data technology in company owned shops to
ensure the reliabi lity of core communications technologies. Some of the high points of his
career at Southland include:
• Created and implemented an excellent alternate fuel vehicle maintenance
program;
• Established ASE certification programs for technicians , including incentive
programs for newly certified personnel; and,
• Worked closely with Access Services, Inc. to become the model maintenance
operation in the AS I network.
Autospec,Bellflower , CA-Proprietor 1983 to 1989
• Owner of a specialty automotive business which provided restoration and rebu il ding
services for classic, collector and specia l interest ve hicles; Provided full restoration
services including mechanical retrofitting as well as body and painting services.
Developed a high level of expertise in specialized high performance suspension
·systems ..
Fiat Motors of North America-Technica l Parts Analyst 1974 to 1983
• Researched problems with serviceability of OEM parts; Implemented identification
procedures to correct and mainta in accountability of parts defects; Generated technical
bulletins to advise dealers of parts problems; Assisted field representatives with part
related problems.
EDUCATION AND CERTIFICATIONS
• ASE Certification -Compressed Natura l Gas Technology
• R134/Macs AC Certification
• Ford and Fiat Factory Certification in Diagnostics
• Harbor Community College-Associates of Arts degree
59
City of Templ e City Pr o posal for Public Transportation Services
Joleen Judd Safety and Training Manager
PASSENGER TRANSPORTATION PROFESSIONAL with significant management
experience in providing contracted transportation service , including fixed rou te, dial-a-
ride and ADA paratransit service. Experienced with project reporting, both customer
required reports and NTD reporting. Significant experience working with staff at social
service agencies to ensure responsiveness of the services provided .
PROFESSIONAL EXPERIENCE
Southland Transit, Inc. 2009 to Current
Director of Safety & Training 9-2012 to Current
Responsible for the Safety & Training functions for the El Monte and all outlining
locations consisting of over 400 drivers and 125 vehicles , including ensuring all driver
files are up to date and accurate. Conduct all recruitment and class room train ing for
new hires . Management of the companywide DMV Pull Notice Program , management
of the companywide Drug & Alcohol Program, works with Risk Management to minimize
safety concerns, and oversight of deployment of Road Supervisors out of our El Monte
Facility.
Glendale CA Dial-a-Ride Project Manager 2-2010 to 9-2012
Glendale Dial-A-Ride Operates in the City of Glendale, CA, La Canada -Flintridge , and
La Crescenta Montrose. Exceeded all performance standa rds req ui red by the City (an
on-time of 95% and passengers per hour of 3.75). Manage dispatch , maintenance and
field operations departments. Prepare and maintain a level of required reporting
procedures for the client including NTD reports for Metro.
Lancaster CA Facility Project Manager 2-2009 to 2-2010
Overall responsibility for the operation of three projects consisting of over 96 total staff
and 50 Vehicles , that which encompassed ADA service for Los Angeles Access
Services and transportation of developmentally disabled passengers attending
programs sponsored by the North Los Angeles County and Kern Reg ional
Centers. Coordinated directly with Agency and Regional Centers staff to ensure
responsive operations for every service. Supervised dispatch, maintenance and field
operations departments and prepared all necessary reports to clients.
G.A. Osborne Pipe & Supply 2006 to 2009
Accounting Coordinator
After a year and a half as a stay at home mother, re -entered the workforce performing
daily accounts payable and receivab le duties, daily ledger updates, collection calls and
letters, cashiering, account management, vender relations, data entry, customer service
and special projects as required.
60
City of Temple City Proposal for Public Transportation Services
Veolia Transportation (Formerly ATC) 1998 to 2005
Transportation Supervisor
Oversight of daily operations in all aspects of a public transportation service including
commuter, fixed route and paratransit (dial-a-ride) services . Duties included assisting
drivers in their daily responsibilities, scheduling, dispatch operations , call cen ter
operations , customer service, on time performance/efficiency, computer aided dispatch
systems , data analysis , route analysis , complaint response , accurate record keeping,
generation of operational info rmation to support billing , operational cost controls, and
driver reviews .
State of California, Department of Consumer Affairs 1993-1 997
Management Services Technician
Duties included research and analysis, assisting in problem resolution, technical review
of internal and departmental documents/statistical information, inqu iry response, review
and process ing of division invoices and budget analysis .
Training & Education
• University of t he Pacific Transit and Paratransit Management Program, 2009
• Instructors Course in Bus Operator Training (TSI), 2010
• Fundamentals of Bus Co llision Investigation (TSI), 2009
• California Standardized Emergency Management System (SEMS), 2012
• DMV Employer Testing Program Administrator, 2012
• NTI Advanced Mobility Device Securement Workshop, 2012
• NTI ADA & Complementary Paratransit Service, 2012
• NTI Prevention of Workplace Violence/Harassment, 2010
• ACCESS Certified Community Transit Supervisor (CCTS), 2011
• Training and Certificates in Drug/Alcohol Reasonable Suspicion ,
• LPM Consulting Substance Abuse Management and Program Compliance
• Class B License w ith Passenger and Air Brake Endorsements
61
City of Temple City Proposal for Public Transportation Services
Nancy Rincon Senior Project Manager
I am a business professional with over twenty six year's of management experience in the
transportation industry. My experience consists of para-transit, fixed route , and school bus
systems. My proven strengths include customer service, client communications , employee
mora le, financial, safety results, development of safety recruitme nt plans, staffing reports , action
plans and other projects pertinent to the division.
PROFESSIONAL EXPERIENCE
Southland Transit
Senior Project Manager
Dec 2013-Present
Overseer of thirteen t ransit and paratransit contracts, recruitment, marketing, and business
development. Client and customer relations. Assist with business p lans and new company
start-ups. Monitor ridersh ip and performance, employee manpow er needs and operations.
Monitor and maintain companies' safety, ridership and operations statistics. Maintain
acceptable level of employee morale. Budget development and implementation. Develop
recommendations for the scope of services, and assist in proposal processes. Train and
mentor Project Managers in operation processes. Coordinate transportation services;
know/app ly contract agreements, policies and procedures; provide timely, reliab le and effective
services . Ensure personnel adheres to operating and safety procedures, policies,
rules/regulations. Assist COO and provide backup for other managers.
Rincon Transportation Consulting October 2010 -Dec 2013
Attend and represent contracted firm at assigned pre-bid, board meetings, city counci l meetings
etc. Apply my expertise in the areas of business development. . Review RFP and address
questions at pre-bid , board meetings. etc.
Evaluate transportation service; provide information and recommendations to the f irm. Rev iew
and co nduct service analysis, RFP analysis, etc.
Forsythe Transportation
2010Regional Vice President
Dec 2007-Oct
I reported directly to company owners and worked closely with the executive team. It was my
duty to be the overseer of five California bus contracts, recru itment , marketing , and business
development. I was successfu l in reducing AFR and IFR for all locations compared to previous
contract records. I assisted with new company start-ups in diffe rent areas. Those areas wou ld
include business plans, implementation of company policies and procedures. As a dedicated
and motivated individual, I seamlessly transitioned five school bus contracts while ma i ntaining a
great business relationsh i p with clients and employees. Some of my strong points were building
customer relations, resolving customer concerns and implementing service modifications. I also
reviewed RFP 's fo r potential new business. I attended pre-bid meetings, assisted in proposal
preparations , created budgets and reviewed financia ls for all contracts . I also introduced and
trained new management staff to the company policies, acco unting p ractices and required
reports.
M V Transportation Inc-ATC Vancom/Forsythe & Assoc
General Manager
62
July 1996-Dec 2007
City of Temple City Proposal for Public Transportation Services
At MV Transportation I was the complete overseer of the day to day operations for the c iti es of
Beverly Hills and West Hollywood transportation systems. I managed fixed route, trolley service,
senior ride and disabled dial ride services. Some of my other responsibilities included vehicle
maintenance , and financial projections that ended with positive resu lts. I also conducted and
documented weekly management meetings wh ile mentoring staff. I conducted effective
quarterly pr esentations to promote the transportation services w ith t he senior and d isable d
communities. I had successful interactions with Senior Board Members, City Council Members,
Commissioners, and City Staff. I established and reviewed key indicators. I maintained positive
employee morale by implementing employee recognition and incentive programs. I continued
mentorship to applicable managers a nd potential staff. exceptional service.
EDUCATION
Adelphi Business College-Accounting
Cerritos College -Completion of Basic Course
Forsythe & Assoc., Masters of Management
ATC, General Manager University
ASI , A DA Eligibility Criteria
MT A , National Transit Database Reporting
Forsythe Transportation, Reasonable Suspicion Certification
MV University
ACHIEVEMENTS
1996, Foothill Transit Board Award-Record Sales
1999, Forsythe & Assoc. General Manager of the Year
2005-2006 , MV Incident & Injury Free Award
2006, M V General Manager of the Year R unner-Up
2007, MV Safety Gold Club
2007, MV C.E.O.s Award
63
City of Temple City Proposal for Public Transportation Services
Ann Yin Manager, Call Center Services
COMMUNICATIONS MANAGER with proven success in managing a large transportat ion
dispatch and call center. Significant experience w ith the use of Digital Dispatch Sys tems, 5M
reservation Software, Global Positioning Systems, Oaisys Management, Operations Database
and Trapeze Software.
PROFESSIONAL EXPERIENCE
Southland Transit
Manager, Call Center Services 2010 to present
Manage a high volume reservation and dispatch center of 30 plus employees , providing service
to Access Services of Los Angeles County. Significant experience and knowledge of Access
Services policies , procedures and guidelines in compliance with the American with Disabilities
Act. Oversee the Operations Monitoring Center for Access Services during the weekend. Hire
and train employees , take and investigate customer complaints bringing them to a satisfactory
reso lution. Manage employee 's work schedule, d isciplinary actions and general maintenance
supervision and quality assurance.
Southland Transit, Inc. 2005 to 2010
Project Manager, L.A. County Whittier
Handles operational and management responsibility for the company's contracts in the
unincorporated county areas around Whittier. Responsible for all phases of contract/serv ice
management including driver recruitment, operational reporting, general maintenance
supervision , accident/incident investigation, quality assurance and financial control. Worked
closely with county staff to establish new fixed route services, including verification of all driver
schedules and participation with County staff in promotional opportunities. Managed the call
center providing Trapeze dispatch coverage for three Los Angeles County Dial-a-R ide projects.
Transitioned Covina Dial-a-Ride from taxi services to a service using vans and cutaways.
Moonlight Sleep Lab. 2004 to 2005
Called on local cl in ics and medica l offices in the San Fernando Va ll ey to promote the use of the
Sleep Lab as therapy for sleep apnea and other sleep disorders.
Southland Transit, Inc. 2003-2004
Customer Service Team Leader
Started as a reservationist and moved rapid ly to Team Leade r on the City of West Covina D ial-
a-Ride system at the company's San Gabriel Valley central call center. Scheduled all
transportation requests in T rapeze Software, made changes to driver and trip assignments
throughout the day to maintain on-time performance on the City's three transit lines.
64
EDUCATION & TRAINING
Drug and Alcohol Awareness Certificate
ST I Basic Superv ision Court
Trapeze Dispatch Software Training
Sexual Harassment Prevention Workshop
MT A NTD Reporting Workshops
City of Te mple City Proposal for P ublic Transportat ion Se rvices
Project Organization Chart
An n Yin
Call Center
Manager
'=---
L I
Cit y of Temple Cit y
I I
Corpo ra te Support
Michelle Gamez
Project Manager
I I I
Joleen Judd
Safety & Training
Manager
I I I
Wayne Seale
Mai ntenance
Manager
I
I-Maintenance &
Clean ing Staff
I
Dial-A-Ride
Operators
Fixed-Route
Operators
65
City of Temple City Proposal for Public Transportation Services
6. Statement of Experience
Southland T ransit, Inc.
3650 Rockwe ll Ave n ue
El Monte CA 9173 1
Ph: (626) 258 13 10
Fax: (626) 258 1329
A California Corporation
Years in Business -13
Sou thland Tra n sit, Inc. has t he demonstrated capacity to perform the services contained with in
this RFP.
South la nd Transit, Inc. is adequa tely staffed and trained to perform the re quired services.
Principal-Scott Transue, Vice President/COO will be ch iefly re s ponsible for the work engaged
in this proposal. He w ill ensure all staff exceed the requirements of th is contract. Further
information rega rdin g Mr. T ransue is conta ined within this sect ion of t he RF P.
Organization
T his p roposal is being provided by South land Transit, Inc. as the prime contractor. Southland
was fou n ded in 2001 and has rapidly bui lt a reputation as one of California's most effective
transit compa n ies operating sixteen demand response services and twelve fixed-route services .
These operatio ns are provided
u nder con tract wit h the County
of Los A ngeles Department of
Publ ic Works, Los A ngeles
Metro, Rivers ide T ra nsit
Agency, Los A ngeles County
cities, two Reg ional Centers for
the deve lopmental ly di sabled,
and Access Services, Inc. t he
Consolidated T ransp ortation
Services Agency (CTSA) fo r
Los A ngeles Cou nty.
Southland Transit's
predecessor sist er company,
San Gabriel T ransit, Inc. (SGT),
was o ne of the f irst compan ies
to provide p ublic paratransit
services in Southern Ca liforn ia.
SGT has built a strong
reputation by effectively
66
City of Temple City Proposal for Public Transportation Services
operating some of the most difficult demand response operations in the industry. The Los
Angeles ASI countywide ADA service contracts the company operates have consistently been
the best performing segment of the Access Service network . T he company had also performed
well on multiple fixed-route and dial-a-ride engagements prior to tra nsferring those services to
Southland Transit upon its formation in 2001.
Southland is a California corporation whose chief executives are Timmy Mardirossian and Scott
T ransue . As President, Mr. Mardiross ian provides strategic direction to all of the company's
operations. As Vice President and Ch ief Operating Officer, Scott Transue directs all of
Southland's operations including all of our municipal and public transit contracts.
Our commitment as a company is to treat every project in a un ique manner that addresses the
particular needs of the project. We thus emphasize availability to our clients, and a cooperative
effort in addressing the clients' concerns and issues. As the corporate offices are located in
Southern California, our clients have unparalleled access to not only project staff but also to
corporate personnel.
By choosing Southland Transit , we believe we can offer the City of Temple City the following
over other proposers:
1. Qualified and experienced personnel in Dial-A-Ride planning and management;
2. Qualified and experienced personnel in Fixed Route development and management;
3. One single turnkey operator to manage all service modes;
Credentials
Southland currently provides f ixed -route service, ADA complementary service, rail connection
services, general public dial-a-ride services , elderly/disabled dial-a-ride services and services
for developmentally disabled adults attending programs sponsored by our Regional Center
clients. We have also provided route deviation services and medical courtesy transportation.
As such the company has a high level of expertise in each of the following key areas:
Deployment of high technology scheduling and dispatch systems, including global
positioning and wireless communication with on-board computer s to enhance productivity and
service reliability in dial-a-ride and flex-route service. We are an expert in the use of both
automated paratransit dispatching and high-tech taxi dispatching systems. Our capabilities
include the deployment of on-board computers to continually track the performance of drivers.
We believe that we have the finest record for effective paratransit dispatching in the state.
Commitment to Client Partnership
At Southland Transit we firmly believe that each service we provide is unique. An essential
element of our operation is developing a partnership with each client to make certain the
individual service meets the particular needs of our passengers. In order to provide this for our
customers we have developed some unique approaches that have yielded tru ly beneficia l
results. The following are some examples of what our company has accomplished by working in
partnership with our clients.
67
City of Temple City Proposal for Public Transportation Services
Fixed Route Transit
We provide service on numerous fixed-route contracts. We have been successful on small
proj ects and la rge. We fully un derstand that th e smaller projects can, often, require more
attention than the large projects. That the skills and experience required manag ing a small
project may be more demanding than a large project.
Dial-A-Ride
We provide except ional service t o ma ny municipalities and transit agencies wh ereas we operate
customized dema nd response services. Each city is unique and h as its own cha ll enges a nd we
have been able to custom ize ou r operat ions to ensure we give each city and thei r passengers
the necessary attention they deserve.
Taxi Services
Southland is on e of many compan ies that provide varied transportation services. We also ha ve
a taxi component t hat is housed at the same fac ility. This service is used primarily to provid e
Supplemental Taxi services for the Los Angeles ACCESS Services , Inc. In this role our drivers
are all pre-screened and undergo extensive background checks and traini ng. They provide
valuable services to seniors and persons with disabilities , to increase their access to activit ies
w ith in the community.
Vehicle Maintenance
Ou r veh icle maintenance performance compares to any t r ansit management compa ny,
regardless of size. In particular we h ave taken on t h e challenge of the growing use of alternate
fuels and established successful programs with both propane and compressed natu ral gas. Our
record of performance on California Highway Patrol (CHP) inspections and third party
maintenance inspections has been exemplary .
Safety and Training
Our community transit operations have established an exemp lary safety record that has a ll owed
us to maintain cost effective insurance coverage for our clients.
Deployment of High Technology Dispatching
This technology consists of global positioning and wireless communication with o n-boa rd
computers to enhance productivity and service reliability in d ia l-a-ride and flex-route service.
We are expert in the use of both automated paratransit dispatching and high-tech taxi
dispatchi ng systems . Our capabilities include the deployment of on-board computers to
continually track the performance of operato rs. We believe that we have the finest record fo r
effective paratransit dispatching in the State.
Regulatory Compliance
We developed an advanced payroll tracking system that allows us to ensure we pay our people
in accordance w ith California law and to provide visibi lity of payroll costs throughout the
organization. We regular ly train managers on managing in compliance with State and Fede ral
law. We provide each manager and lead person with a
68
City of Temple City Proposa l for Public Transportation Services
Southland Transit's Past Experience
Commitment to Clie nt Partnership
At Southland Transit we firmly be li eve t hat each service we provide is unique. An essential
element of ou r ope ration is developing a partnership wi th each client to ma ke certa in the
individual service meets the part icula r needs of our passenge rs . In o rder to prov ide th is fo r our
custome rs we have developed so me unique approaches that have yielded t ruly beneficia l
r esu lts. T he fo ll owi ng are some examples of what o ur company has accompl ished by wor king in
partnership with our clients .
Demand Response Service (Dial-A-Ride)
In our A l ham bra Senior Ri d e service we imp roved system productivity by over 38% sin ce
taking over t he service in 1998. T his rep resents hundreds of thousands of dollars in annua l
savings from the old productiv ity leve l. T hese prod uctivi ty gains w ere del ivered w hi le improving
o n-time performance from the low 90% leve l to 98%.
Aga in, in Arcadia we improved service from t he contr actually requ ired 4.8 passengers per ho ur
(PP H) to levels at times over 6.0 in one of So uthern Ca lifornia's bus iest General Publ ic Dial-a-
Ride operations providing over 190,000 rides pe r yea r , with a no denial policy in place. This
producti vity gain was ach ieved while deli vering an equally impressive improvement in on-time
perfo r mance , wh ich now stands at over 96%.
We imp lem ented service for Access S e rvices on the ADA system for the Ante lope V alley
using comp uterized software. As a result of our impleme ntation the agency has accu rate GIS
map info r mation on the qualifica t ion of r iders. December 20 11 on-time performa nce is at 96%.
In addition to t he above we have converted a nother ten city and county dial-a-ride operatio ns
with positive results for both productivity and on-time perfo rmance.
These are j ust t he highlights with a particula r focus on Senior and ADA operations, which we
hope will g ive some exposure to the leve l of cooperative effort batween our com pany and its
customers.
Fixed Route Transit
We have provided service on fixed route contracts throughout Southern California. In eve ry
case we have improved on time perfo r mance t hrough a commitment to maintenance and by
working with the clients to ensure that t he time points on the route was reflective of the traffic
realities of t he communities involved. We have been the operator of Metro's Division 95 for
the past six yea rs. We are j ust one year into our second five year cont ract. We started the first
fi xed-route se r vice for the City of B aldwin Park in 1997. In Alhambra, El Monte and West
Covina we took ove r the ope rations from large national companies and we re immed iate ly able
t o deliver sig ni ficant ly imp roved services.
We have been th e onl y ope rator of Baldwi n Park Transit. Since its inception w e have done all
69
City of Temple City Proposal for Public Transportation Services
of the route scheduling and much of the route planning for this system that has grown from four
small cutaway buses to six 32 foot, two-door transit buses. We are especially proud of the fact
that because of effective route design this system serves a city of over 75 ,000 people with only
two dial-a -ride vans. The fixed-routes serve the City's senior services so well that many of the
dial-a-ride eligible riders prefer to use the fixed route system.
We took over operation of the Alhambra Community Transit fixed -route system in 1998 after
the prior contractor was replaced. Ridership has increased every year we have operated the
system due to the working partnership we have with City staff. Cooperative marketing efforts
have included the summer fun pass system , rider newsletters, and an active customer service
survey program. Essential to growth and development of this system has been our
improvements in maintenance of the CNG fleet and ou r work to change the schedu les to reflect
changes in traffic flow and thereby make schedule adherence consistent. These two factors
have made the service more re liable for the riders, an essential e lement in encouraging its use .
We took over the West Covina Go-West system in 2001. As part of the new contract a third
route was to be established serving the southern part of the city. Our staff did all the planning for
this route and provided several options to the City for the timing of the route to match peak
demands. T his route now outperforms the two routes that predated it. We also improved the
overall image of the system with the introduction of alternative fueled MST type transit buses.
Taxi Operations
Our firm operates taxi services throughout the County of Los Angeles. We are uniquely
qualified to provide this level of service via t he taxicabs as we have quite a bit of expe r ience
through our current contracts . The largest contract I would like to cite is our agreement with Los
Angeles ACCESS Services, Inc.
On average we have i n service the following:
• 150 Taxi Cabs
• Perform on average 1 ,650 trips per day
Our experience in transporting seniors and persons with disabilities will be carried over into the
Temple City contract. Coincidentally, the name of t he Taxi Cab Service is also named Temple
City Cab, which makes the Taxi Cab Service very unique and distinct to the City of Temple City.
Qualifications
Because South land Transit is California owned and operated, the highest levels of management
and their expertise are directly available to our clients and project managers. Both the Vice
President and Director of Operations regu larly visit every proj ect facility. Every member of a
project staff has available to them the immediate expertise a nd assistance of corporate
managers with the experience to ensure that the best decision is made in every instance.
South land Transit certifies that we will be solely responsible for the satisfactory work
performance of all our employees as described within this RFP o r any reasonable performance
standard established by the City. Southland Transit represents that we will be solely
responsible for payment of all our employees' wages and benefits and subcontractors' costs .
Without any additional expense to the City, Southland Transit will comply with t he requirement s
70
City of Temple City Proposal for Public Transportation Services
of employee liab il ity, worker's compensation, employment insurance, and Social Security.
Southland Transit will hold harmless from any liability, damages, claims, costs, and expenses of
any nature arising from alleged violations of our personnel practices.
Corporate Team
Timmy Mardirossian, President
Timmy brings to his position a vast knowledge of transportation in southern California. Beginning in
1979, he has built companies that provide a variety of transportation services , including reliable
"black car'' service, taxi service , airport van service, municipal dial -a-ride service, fixed route services
and, most importantly fo r th is engagement, our corporate team at Southland Transit. Timmy is fully
engaged in the compa ny's performance from the sma llest to the largest projects.
Scott Transue, Vice President/COO
Scott brings to this position a wide variety of transportation experi ence including performi ng planning
and management functions over Fi xe d-Route, ADA Paratransit , Dial-a-Ride projects for senio r and
persons with d isabi lities. Scott has also w ritten as a consulting project a specia lized parat ransit
service plan for seniors and Persons with Disabilities for the County of San Diego. The Dia l-A-Ride
projects that he has managed have grown to be so successfu l , that they ended up turni ng into loca l
f lex-routes which reduced costs for the agency. Scott's experience consists of managing comb ined
systems of Fixed-Route, Dial-A-Ride, and Dial-A-Taxi. With this experience Scott is ab le to ba lance
the needs for all three service modes and design a comprehensive transportation system for
passengers. Scott's record of service implementation includes a varie ty of projects.
Wayne Seale, Director of Maintenance
Wayne's offices are in El Monte w he re he maintains a 24-hour a day maintenance operation and
back up parts inventory for each of our fa cilities. He has installed and is responsible for maintenance
of our proprietary maintenance software . The system p rovides comprehensive reports on all
maintenance performed on equ ipment at t he facility . Wayne is continually working to obta in and
renew his ASE certifications. He is an automotive Master Technician.
Debbie Stein, Manager, Human Resources
Debbie oversees a ll aspects of Human Resources and complia nce issues. She admini sters our
hea lth insurance prog ram and has training in wage and hour law . Debbie is ava ilab le to all managers
or supervisors whe n address in g performance issues benefit questions , wage compliance, or othe r
areas of concern . Converse ly, Debbie also li ves with in the C ity of Temple City and has so for the
past twe nty (20) years. Her chi ldren ride da il y the COW Service to and from the ir school.
Carrie Shirley, Risk Management
Carrie is responsible for ensuring that driver accident reports for vehicles op erated by Southland
Transit are complete and accurate prior to submission to the insurance carrier and /or client as
needed . She actively monitors cases through the process to ensure that issues are dealt with i n a
timely fashion.
Nyree Kolanjian, Workers' Compensation
In a company the size of South land Transit managing workers' compensation claims and processes
can mean the difference between success and failure. Nyree's ro le at our company is to provide on-
site training to managers and supervisors on Workers' Compensation as well as d isse minate written
71
City of Temple City Proposal for Public Transportation Services
material and notification of upcoming seminars on the subject. She processes and forwards all new
inju ry claims to appropriate insu rance company and then reviews and monitors all open claims on a
regular basis, scheduling claims reviews w ith each insurance company.
Mike Hakopyan, Network I Computer I Software Support
M ike is a dedicated and highly energetic person w ho thrives in pressure situations and can be
counted on when the going gets tough. He is skilled in Network Administration, File Servers,
Database Servers, Workstations and other related systems. He takes pride in providing creative
direction and out of the box thinking. If there is one characteristic that is appreciated at Southland
above others is Mike's can do attitude. He w ill be available on an as needed basis.
72
City of Temple City Proposal fo r Public Transportation Service s
Corporate Organization Chart
73
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City of Temple City Proposal for Public Transportation Services
7. References
We believe each proj ect to be unique, it goes without saying that in each situation we can gain
unique experience and become a stronger company as a resu lt.
Metropolitan Transit Authority, Los Angeles
One Gateway Plaza , Los Angeles, CA 90012
Contact Person: Susan Dove 213 .922.7451
Length of Service: July 1, 2005 to the present
T ype of Service: Fixed-Route Service -53 Vehicles
Annual Contract Value : $10,687,255 Annual Revenue Hrs.: 159,000
City of Pico Rivera
6615 Passons Blvd. Pico Rivera CA 90662
Contact Person: Ray Chavez 562.755.4515
Length of Service: 1994 to the present
Type of Service: Fixed-Route and Dial-a-Ride -7 Vehicles
Annual Contract Va lue: $418,573 Annual Revenue Hrs : 5,000
City of Rosemead
8838 East Va ll ey Bl vd., Rosemead CA 91770
Contact Person: Chris Marcarello 626.569.2118
Length of Service: 2008 to Present
Type of Service: Fixed-Route and Dial-a-Ride - 7 Vehicles
Annual Contract Value: $1,000,000 Annua l Revenue Hrs: 16,530
City of Arcadia
240 W. Huntington Drive, Arcadia, CA 9 1007
Contact Pe rson: Lin da Hui 626.574.5415
Length of Service: 1975 to the present
Type of Service: General Public Dial-a-Ride -18 Vehicles
Annua l Contract Value: $1,055,765 Annual Revenue Hrs: 32 ,000
City of La Puente
15900 E. Ma in Street, La Puente, CA 91744
Contact Person: John DiMario 626.855.1517
Length of Service: 1994 to the present
Type of Service: Fixed-Route and Dial-a-Ride-6 Ve hicles
Annual Contract Value : $ 418,573 Annual Revenue Hrs: 8,000
74
City of Temple City Proposal for Public Transportation Services
8. Contracts Completed During the Last
three Years
D1spatch Annual Revenue Vehicles
--
System M1les Hours Number Capacity Fuel
Sunshine Shuttle Service Fixed Route 300,000 15,000 4 29 CNG/Propane
LA County EL SOL Fixed Route 276,066 34 ,272 9 29 Propane
Shuttle Service
Access Services, N/A N/A 18,000 N/A N/A N/A
Customer Service CALLS PER
Functions MONTH
South Monterey Park Fixed Route 106,137 7,981 2 29 Propane
Shuttle
Avocado Heights I Fixed Route 36,533 3,991 1 16 Gasoline
Valinda
Whittier Dial-A-Ride Trapeze 219,467 15,298 10 4 Gas & Propane
East LA Dial-A-Ride Trapeze 113,974 11 ,077 8 4 Gasoline
Metro Fixed Route Fixed Route 2,037,564 143,020 40 24,154 CNG
El Monte Trolley Fixed Route 207,938 19,067 8 25 Diesel
Alhambra Fixed Route Fi xed Route 176,432 16,609 9 32 CNG
West Covina Fixed Route Fixed Route 163,791 11,468 6 22 CNG/Propane
Rosemead Fi xed Route Fixed Route 81,554 6,024 3 22 Propane
La Puente Fi xed Route Fixed Route 12,134 8,418 3 2,021 Gas & Diesel
RTA Dial-A-Ride Trapeze 3,409,982 170,417 90 83-12/3 Gasoline
14-4/2
North LA Regional Center Manifest 459,000 31 ,900 26 18 Gasoline
Kern Regional Center Manifest 476,000 4,400 3 18 Gasoline
ASI ADA Paratransit 5M/DDS 357,500 24,900 15 18 Gasoline
A rcadia Dial-A-Ride Trapeze 234,926 25,246 18 18 Gasoline
Alhambra Dial -A-Ride Trapeze 128,181 14,312 9 8 Gasoline
Glendale Dial-A-Ride Trapeze 123,000 11,490 6 14 Gasoline
Pico Rivera Dial-A-Ride Trapeze 114,559 10,462 5 15 Gasoline
West Covina Dial-A-Ride Trapeze 93,788 7,466 8 5-9 Propane &
-3-3/1 Gas
75
City of Temple City Proposal for Public Transportation Services
Dispatch Annual Revenue Veh icles
System Miles Hours Number Capacity Fuel
---
El Monte Dial-A-Ride Trapeze 86,554 8 ,514 6 5 Gasoline
Rosemead Dial -A-Ride Trapeze 61,661 5,954 4 16 P rop ane
La Puente Dial -A-Ride Trapeze 43,902 1,998 1 8 Dies el
Care Fusion Emp. Shuttle Fixed Route 49,000 2 ,800 1 20 Gasoline
SAIC Employee Shuttle Fixed Route 26 ,940 3 ,960 2 19 Diesel
Qualcomm Shuttle Fi xed Route 450 180 1 18 Dies el
La Pu ente Fi xe d-route Fixed -Route 133,632 1,800 4 21 Diesel
9. Proposed Fee
We have provided our proposed fees to operate these services i n a separate sealed envelope
on the provided Proposal Worksheets (Attachment D).
76
Southland Transit Inc.
March 7, 2014
Setting the Standard for Community
Transit in Southern California
Wendy Chung, Management Analyst
City of Temple City
9701 Las Tunas Drive
Temple City, CA 91780
SUBJECT: INTRODUCTION TO PRICING
Dear Ms. Chung,
This letter serves to clarify our pricing within the following Cost Proposal Sheets. The
Attachment D sheets are comprised of the following:
• Dial-A-Ride (Senior/Disabled utilizing a Mini Bus
• Fixed Route utilizing a Mini Bus
• Dial-A-Ride (General population) utilizing a Mini Bus
• OPTIONAL Fixed Route utilizing a Hometown Trolley
Our costs are based upon the revenue hours that were supplied to us through the bid process.
In order to make a fair comparison amongst bidders, we ask that the total costs be divided by
the amount of specified hours in the bid to ensure all costs are accurate and consistent amongst
bidders. If there is any clarification needed, we would be happy to also discuss our proposal
costs with you.
Furthermore, we proposed the Mini Bus to be used on both the Dial-A-Ride and Fixed Route
services due to the expected passenger demand identified from the study and the need to
accommodate oversized wheelchairs. Having consistency in the buses will also provide for
uniformity to share a spare bus(es) amongst both the Dial-A-Ride and Fixed Route should it be
needed. ·
I have personally designed and developed local community fixed routes for cities and transit
agencies. We feel the proposed bus will be more than adequate for this use. Conversely, if we
are able to continue discussions with the City and obtain more exact ridership patterns from the
Dial-A-Ride program then I could look at adjusting some of its parameters in order to utilize the
saved funds and put forth towards the Fixed Route program. I have done this for several cities
that we contract with.
If there are any questions that you may have regarding our pricing please feel free to contact
me at (626) 258 1310 or via email at Stransue@southlandtransit.com
SOUTHLAND TRANSIT INC.
3650 ROCKWELL AVENUE, EL MONTE, CALIFORNIA 91731
626.258.1310 • FAX 626.258.1329 • INFO@SOUTHLANDTRANSIT.COM
.
\
PROPOSAL WORKSHEETS
COST PROPOSAL
PARA TRANSIT DIAL-A-RIDE (SENIOR/DISABLED)
BIDDER INFORMATION
Name of Bidder: Southland Transit, Inc.
Telephone: (626) 258 1310
Date: March 7, 2014
Annual cost for 72 hour advance reservation and "on demand" Dial-A-Ride program
(please show rate per service hour as well as capital and operating costs):
Year 1
Rate per service hour . $51.63
Vehicles & Equipment:
Operations:
Total:
per hour
$325,898
$90,227
$416,125
per year
per year
per year
Rate per service hour $_5_3._0_1 _____ perhour
Vehicles & Equipment: $336,039 per year
Operations:
Total:
$._9c-1 "C' 1-'-87:___ ___ pe r year
$427,226 per year
Rate per service hour $.-'5-'-4.:.:_5:.:.2 _____ per hour
Vehicles & Equipment:
Operations:
Total:
$346,767
$92,630
$439,397
per year
per year
per year
COST PROPOSAL
FIXED-ROUTE TRANSIT
BIDDER INFORMATION
Name of Bidder: Southland Transit, Inc.
Address: 3650 A,sckwell Av~
Signature:~~ L
Telephone: (626) 258 131 o
Date: March 7, 2014
Annual cost for fixed-route transit program (please show rate per service hour as well as
capital and operating costs):
Year 1
Rate per service hour $._6_9_.2_8 ___ per hour
Vehicles & Equipment
Operations:
Total:
$240,930 per year
$._8_0'--, 1_75 ___ per year
$321,105 peryear
Rate per service hour $._7_1_.3_5 ___ ,per hour
Vehicles & Equipment
Operations:
Total:
$249,796 per year
$._::s..:coc:., 9::.26:__ __ pe r year
$ 330,722 per year
Rate per service hour $_7_3_.6_3 ___ per hour
Vehicles & Equipment
Operations:
Total:
$259,139 peryear
$_8--'2,'-13_s ___ ,pe r year
$341,277 per year
COST PROPOSAL
DIAL-A-RIDE (GENERAL POPULATION)
BIDDER INFORMATION
Name of Bidder. Southland Transit, Inc.
Telephone: (626) 258 1310
Date: March 7, 2014
Annual cost "on demand" Dial-A-Ride program (please show rate per service hour as well
as capital and operating costs):
Rate per service hour $_5_1_.63 ______ perhour
Vehicles & Equipment: $325,898
$90,227
$416,125
per year
per year
per year
Operations:
Total:
Rate per service hour $_5_3_.0_1 _____ perhour
Vehicles & Equipment: $ 336,039 per year
Operations: $_9_1 ,'--1_87 _____ 1pe r year
Total: $427,226 per year
Rate per service hour $_54_.5_2 ___ per hour
Vehicles & Equipment: $346,767 per year
Operations: $._9_2c_,6_3o _____ pe r year
Total: $439,397 per year
COST PROPOSAL
FIXED-ROUTE TRANSIT
BIDDER INFORMATION
Name of Bidder: Southland Transit, Inc.
Telephone: (626) 258 1310
Date: March 7, 2014
Annual cost for fixed-route transit program (please show rate per service hour as well as
capital and operating costs):
Year 1
Rate per service hour $_7_9._9_1 _____ perhour
Vehicles & Equipment: $244,811
$ 125,577
$370,388
Operations:
Total:
Rate per service hour $_8_2._0_1 _____ perhour
Vehicles & Equipment: $253,793
$ 126,328
$380,121
Operations:
Total:
Rate per service hour $_8_4_.3_1 _____ per hour
Vehicles & Equipment: $263,256
$ 125,740
$390,796
Operations:
Total:
per year
per year
per year
per year
per year
per year
per year
per year
per year
PROPOSED VEHICLES
Please indicate below the vehicles to be used in the performance of the duties outlined in
the Request for Proposal. Please include the number of vehicles and make model, year,
seating capacity, and all other relevant information pertaining to each vehicle.
1. Primai'Y Vehicles for the Temple City Dial-A-Ride (Senior Disabled):
· 2013 Starcraft All Star 25 ADA Shuttle Bus.
Back up Vehicles:
2013 Starcraft All Star 25 ADA Shuttle Bus.
2. Primary Vehicle for Fixed Route Transit/DAR (General Population):
2013 Starcraft All Star 25 ADA Shuttle Bus.
Back up Vehicles:
2013 Starcraft All Star 25 ADA Shuttle Bus.
PROPOSED VEHICLES
Please indicate below the vehicles to be used in the performance of the duties outlined in
the Request for Proposal. Please include the number of vehicles and make model, year,
seating capacity, and all other relevant information pertaining to each vehicle.
1. Primary Vehicles for the Temple City Dial-A-Ride (Senior Disabled):
Back up Vehicles:
2. · .Primary Vehicle for Fixed Route Transit/DAR (General Population):
Optional Hometown Trolley Villager
Back up Vehicles:
Optional Hometown Trolley Villager