HomeMy Public PortalAbout13) 9A Approval of Agreement for Services with Southland Transit, Inc. for Dial-A-Ride Transportation Services for Fiscal Years 2014-17 Revised
PARKS AND RECREATION DEPARTMENT
MEMORANDUM
DATE: May 6, 2014
TO: The Honorable City Council
FROM: Donald E. Penman, Interim City Manager
By: Cathy Burroughs, Director of Parks and Recreation
SUBJECT: APPROVAL OF AGREEMENT FOR SERVICES WITH SOUTHLAND
TRANSIT, INC. FOR DIAL-A-RIDE TRANSPORTATION SERVICES FOR
FISCAL YEARS (FY) 2014-17
RECOMMENDATION:
The City Council is requested to:
a) Award a three-year Agreement for Services (Agreement) (Attachment “A”) to
Southland Transit, Inc. (STI) for management and operation of the City’s Dial-A-
Ride (DAR) program; and
b) Authorize the Interim City Manager to finalize and execute the Agreement in an
amount not to exceed $1,290,705 over the three-year term.
BACKGROUND:
1. On July 1, 2011, the City entered into a three-year Professional Services
Agreement with First Transit to manage and operate its DAR program through
June 30, 2014.
2. On January 18, 2012, an informal meeting was held for DAR members with
representatives from First Transit, Parks and Recreation Department staff, and the
Parks and Recreation Commission’s Transportation Ad Hoc Committee (i.e.,
Commissioners Miller and Vigil). The purpose of the meeting was to discuss
issues and concerns with the current DAR provider that had been expressed by
DAR users.
3. On February 15, 2012, during the Parks and Recreation Commission’s annual
review of transportation programs, a number of DAR members expressed their
displeasure with First Transit’s services and their operation of the DAR program.
A copy of the minutes is attached (Attachment “B”).
City Council
May 6, 2014
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4. On July 25, 2012, a second informal meeting was held for DAR members, again
with representatives from First Transit, the Parks and Recreation Commission’s
Transportation Ad Hoc Committee, and staff. The meeting was held at the request
of the Parks and Recreation Commission as a follow-up to the January 18 and
February 15, 2012 meetings. Similar issues and concerns were raised including
rudeness by the reservationists, incorrect reservations, and uncomfortable
vehicles.
5. On October 4, 2012, the Commission’s Transportation Ad Hoc Committee and
staff met with Heidi Miller, General Manager of First Transit to discuss issues and
concerns that had not been adequately addressed over the past year.
6. On January 10, 2013, staff met with two additional representatives from First
Transit, Jesse Roach, Director of Operations West Region-South, and Eric Estell,
West Region Vice-President to discuss concerns regarding the existing DAR
service.
7. On February 20, 2013, the Parks and Recreation Commission, during their annual
transportation meeting, again heard concerns and complaints from a number of
DAR members regarding the operations of the DAR program. A copy of the
minutes is attached (Attachment “C”).
8. On March 6, 2013, City Manager Pulido, Parks and Recreation Director
Burroughs, and Management Analyst Chung met with Heidi Miller, General
Manager and Jesse Roach, Director of Operations, West Region–South from First
Transit to discuss the City’s expectations for the DAR program and ways to
improve the service. First Transit was given 30 days to provide the City with
recommendations on how to improve their customer service and create route
efficiencies.
9. On April 3, 2013, a follow up to the March 6, 2013 meeting was held with City staff
and representatives from First Transit to receive and review their
recommendations for improved service.
10. On April 26, 2013, an amendment to the Professional Services Agreement with
First Transit was approved authorizing additional payments to First Transit for the
purchase and use of a computerized scheduling program for Temple City DAR
and installation of a new suspension system in one of the DAR vehicles used in
Temple City.
11. On February 10, 2014, the City issued a Request for Proposals (RFP) to solicit
bids for public transportation services including the existing senior/disabled DAR
program, and potential new fixed route transit and general population DAR
services. Two proposals were received by the March 7, 2014 deadline, i.e. First
Transit and STI.
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May 6, 2014
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12. On February 19, 2014 residents again voiced their concerns with the existing DAR
program during the Parks and Recreation Commission meeting. A copy of the
minutes is attached (Attachment “D”). At that time staff informed residents about
the RFP issued for DAR Transportation Services.
13. On March 25, 2014, the City conducted interviews with First Transit and STI. The
interview panel consisted of Parks and Recreation Commissioner Fish,
Administrative Coordinator Ingram, and Management Analyst Chung. The panel
concluded that STI would better meet the City’s DAR program needs and
expectations.
14. On April 15, 2014, the City Council considered a recommendation from staff to
award a three-year Agreement to provide DAR transportation services to STI. The
City Council continued the item to May 6, 2014 and directed staff to provide
additional information about First Transit and STI for City Council consideration.
ANALYSIS:
The City is in the third year of a three-year agreement with First Transit to provide DAR
transportation services. Although the agreement allows for two (2) one-year extensions,
with the ongoing concerns expressed from DAR members the last 2½ years and the
consultant’s inability to effectively address dispatch and customer service concerns, staff
felt it was in the best interest of the City to solicit proposals for DAR services this year. In
addition to the existing senior/disabled DAR service, the RFP also requested bids for a
fixed route and a general population DAR service. The additional services were included
at the direction of the City Council upon completion of the Fixed Route Transit Study in
December 2013.
The RFP was sent to 25 firms and posted on the City’s website. Two proposals were
received by the March 7, 2014 deadline, from First Transit and STI. Not all the firms that
were sent the RFP provide the type of DAR service the City currently offers.
After a thorough review process, including a review of the proposals and interviews with
the two firms, staff recommended the City Council approve a three-year agreement with
STI for the existing senior/disabled DAR service. Due to lack of funds, staff does not
recommend moving forward with either the fixed route or general population DAR
service at this time.
Although STI is not the lowest bidder, staff believes that STI will better meet the needs of
the DAR members and will more closely align with the City’s expectations based on the
following:
During the interview process, STI proactively offered recommendations and
solutions to existing problems while First Transit continued to express they would
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May 6, 2014
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do what the City wanted. As the experts in the transportation field, staff relies on
the contractor to provide ideas and recommendations to improve the service.
Throughout the term of First Transit’s contract City staff and commissioners have
offered suggestions to improve service levels instead of the contractor. When
recommendations were made by the City, the contractor requested the City pay for
those enhancements (i.e. computerize reservation software, new suspension
system for vehicles, phone recordings).
STI currently provides similar DAR services for the cities of Alhambra, Arcadia, El
Monte, Baldwin Park, Glendale, La Puente, Rosemead, and Pico Rivera. Staff
surveyed Arcadia, La Puente, Pico Rivera, and Rosemead asking them to rate
their experience with STI in regards to customer service, consistency, on-time
performance, communication and responsiveness, handling of complaints,
service reliability, and professionalism. They were also asked if they would
recommend STI. All four of the cities rated STI either good or excellent in all
areas and all responded that they would highly recommend STI.
First Transit currently provides DAR services in Pasadena and Paramount. Staff
surveyed references provided by First Transit, however the majority of references
they provided were not local. The cities of Paso Robles, Madera, Paramount,
and Turlock were surveyed. Responses varied from fair to excellent. Two cities
highly recommended First Transit, one recommended, and one stated “no
comment”.
Staff continues to receive complaints from DAR members on the service provided
by First Transit. In 2013 staff received, and forwarded to First Transit, a total of 23
complaints; 10 complaints have been received to date in 2014. This is almost
double the number of complaints received with the previous provider (13 complaints
received in 2009; and 12 in 2010).
Ridership has declined over the term of First Transit’s contract. DAR members
have reported to staff that they are no longer using the DAR program due to poor
service or inconsistent availability. Although other factors may lead to decreased
ridership, it is likely that the decrease can be attributable to either poor customer
service or the inability of DAR members to schedule rides when needed.
The table below identifies ridership statistics for the last four years:
Fiscal
Year
Registered
DAR Members
Annual
Ridership
Ridership
July - March
Decrease From
Previous Yr.
2010-11 1,374 22,737 17,068
2011-12 1,340 21,246 16,165 7.0%
2012-13 1,475 19,159 14,214 10.9%
2013-14 1,421 12,954 9.7%
City Council
May 6, 2014
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Staff presented their recommendation to the City Council on April 15, 2014. After
lengthy discussion, the City Council continued the item requesting additional
information from staff including a comparison of the services proposed from both
bidders and other relevant background information. Attached to this report is a table
comparing the proposals received from First Transit and STI as well as scores and
comments during the interview process (Attachment “E”).
The City Council and City staff have taken great strides the last several years to ensure
accountability in all aspects of City operations focusing on customer service and raising
expectations to higher levels. Staff and all contractors are challenged to proactively
review operations and evaluate service levels to meet these expectations. Based on
the service levels provided by First Transit the last three years, as well as the interviews
with First Transit and STI, staff recommends the City Council approve the proposed
three-year agreement with STI for DAR transportation services.
CONCLUSION:
With the City’s current DAR contract expiring on June 30, 2014, the City solicited
proposals for continuation of the existing senior/disabled DAR program as well as
proposals for fixed route and general population transportation programs. Due to
limited funding, staff is recommending that the City Council only continue with the
existing senior/disabled DAR program and not add additional transportation programs
at this time.
Approval of a three-year agreement with STI will allow the City to offer an improved
DAR program for senior citizens and persons with disabilities without disruption in
service.
FISCAL IMPACT:
Sufficient funds have been budgeted in the proposed Fiscal Year (FY) 2014-15 City
budget to continue with the existing DAR program.
ATTACHMENTS:
A. Professional Services Agreement – Southland Transit, Inc.
B. Parks and Recreation Commission Minutes – Meeting of February 15, 2012
C. Parks and Recreation Commission Minutes – Meeting of February 20, 2013
D. Parks and Recreation Commission Minutes – Meeting of February 19, 2014
E. Comparison of Proposals from First Transit and STI