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Home My Public Portal About11) 10A Update on Dial A Ride Transporation Services provided By Southland Transit Inc.PARKS AND RECREATION DEPARTMENT DATE: November 4, 2014 TO: The Honorable City Council MEMORANDUM FROM: Bryan Cook, City Manager By: Cathy Burroughs, Director of Parks and Recreation (Y/ Debbie Ingram, Administrative Coordinator AGENDA ITEM 10.A SUBJECT: UPDATE ON DIAL -A -RIDE TRANSPORTATION SERVICES PROVIDED BY SOUTHLAND TRANSIT, INC. RECOMMENDATION: The City Council is requested to review then receive and file the update on Dial -A -Ride transportation services provided by Southland Transit, Inc. (STI). BACKGROUND: 1. On July 1, 2011, the City entered into a three-year Professional Services Agreement with First Transit to manage and operate its Dial -A -Ride program through June 30, 2014. 2. On February 10, 2014, the City issued a Request for Proposals (RFP) to solicit bids for public transportation services including the existing senior/disabled Dial -A - Ride program. Two proposals were received by the March 7, 2014 deadline, i.e. First Transit and STI. 3. 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 Dial -A -Ride program needs and expectations. 4. On April 15, 2014, the City Council considered a recommendation from staff to award a three-year Agreement to provide Dial -A -Ride transportation services to STI. The City Council continued the item to May 6, 2014 and directed staff to City Council November 4, 2014 Page 2 of 3 provide additional information about First Transit and STI for City Council consideration. 5. On May 6, 2014, the City Council awarded a three-year contract to STI for Dial -A - Ride transportation services. 6. On June 5, 2014, staff met with representative of STI to review expectations for the service provided, in particular customer service. 7. On September 16, 2014, Councilmember Sternquist requested an update on the Dial -A -Ride transportation services being provided by STI in particular in regards to complaints and/or concerns from the members. ANALYSIS: 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. Due to ongoing complaints from Dial -A -Ride users, the City solicited proposals for Dial -A -Ride transportation services last spring instead of extending the contract with First Transit. After a thorough review by staff and the City Council, the City Council approved a three- year agreement with STI to provide Dial -A -Ride transportation services. Prior to approval of the agreement with STI, the City Council directed staff to include a clause in the Scope of Services to address customer service issues. A copy of the Scope of Services with the customer service clause is attached for your information (Attachment "A"). STI took over operations of the Dial -A -Ride program on July 1, 2014. They currently operate three vehicles, two mini -vans which seat 4 passengers plus 2 wheelchairs, and a 12 passenger shuttle bus. All vehicles are new and are ADA accessible. Photos of the vehicles are attached (Attachment "B"). During the first month of service, concerns and complaints from Dial -A -Ride users generally focused on the drivers and their lack of familiarity with the City. This was not unexpected considering none of the previous drivers from First Transit transferred over to STI. Other issues and concerns were lack of vehicle comfort, late pickups, driver attitude, and difficulty in securing requested reservation times. Staff routinely contacts our Project Manager, Michelle Gamez, regarding complaints and concerns from passengers and receives resolution from STI within two days. A total of 18 registered complaints were received between July 1 and September 30, 2014 (i.e. 10 in July, 7 in August, and 1 in September). STI provides a Complaint Follow -Up Report or email response for each complaint. At the end of each month, STI also provides a complaint log (as required in the Scope of Services) along with their City Council November 4, 2014 Page 3 of 3 ridership statistics. The complaint log is cross-checked with the City's received complaints by Administrative Coordinator, Debbie Ingram. A copy of both STI's complaint log (Attachment "C") and the City's Customer Complaint/Resolution Report (Attachment "D") are attached. In reviewing the recently received complaint logs, City staff noticed that several of the concerns voiced by Dial -A -Ride users centered on a particular driver. Staff has contacted STI and requested that driver be replaced. Temple City's Dial -A -Ride program provides transportation services to the elderly and persons with disabilities. While the majority of Dial -A -Ride users are very satisfied with the program, and the operations of the program, staff does receive complaints or hears concerns from riders regardless of which company is providing the service. The City's goal is to provide the best possible transportation program for our residents. To achieve that goal staff constantly reviews the parameters of the program, in particular in context to the complaints received, ensures the Dial -A -Ride contract provider is aware of the City's expectations in regards to the program, and attempts to resolve all complaints and issues in a timely manner through direct communication with the contractor. CONCLUSION: The City Council has requested an update on the Dial -A -Ride transportation program -in particular in regards to customer concerns and complaints. STI began providing Dial -A - Ride transportation services to Temple City residents on July 1, 2014. Staff communicates directly with our Program Manager from STI to resolve complaints. To date staff has found STI to be very responsive in resolving issues and concerns. FISCAL IMPACT: The City Council as part of the Fiscal Year (FY) 2014-15 City Budget approved an appropriation of $450,000 for these services. ATTACHMENTS: A. Scope of Services — Southland Transit Inc. B. Photos of Dial -A -Ride Vehicles C. Dial -A -Ride Complaint Logs (July — September, 2014) — Southland Transit Inc. D. Customer Complaint/Resolution Report (July — September, 2014) — City of Temple City ATTACHMENT A EXHIBIT "A" SCOPE OF SERVICES — DIAL -A -RIDE SERVICES Service Provider (Southland Transit, Inc.) shall provide complete dial -a -ride transportation services for and on behalf of the City, as identified in the Request for Proposal and as stated in the proposal submitted by the Service Provider dated March 7, 2014, which is incorporated by this reference. Scope of Services, including services, work products, and personnel, are subject to change by mutual Agreement. Service Provider shall perform this Scope of Services for a three- year term starting July 1, 2014 through June 30, 2017. Upon mutual agreement by both parties, City and Service Provider may extend this Agreement for an additional two years at one-year intervals. The City places a strong emphasis on customer satisfaction as many users depend on these services for mobility. Service Provider is expected to provide excellent and helpful . customer service at all levels. Service Provider shall keep records of all complaints (whether determined to be valid or not) and shall provide to the -City, on a monthly basis, a log detailing at a minimum, the nature of the complaint, Service Provider's investigation and findings in regards to the complaint, and Service Provider's follow-up/response to the complaint. Service Provider shall meet with City staff at least one time each year of the contract period to discuss trends, ongoing issues and concerns, and customer satisfaction. RIV 94838-6958-3880 vl C-1 ATTACHMENT B City of Temple City Dial -A -Ride Vehicles Mini -Van 1 12 -Passenger Shuttle Bus 4804} �t 1 I Report Period Jul -14 b �m °m Data °rm Fm `tea 0 y°c5S `mm �ma� �ma� \Ja0 °a° qm� rp rob amo I 7/8/2014 7/8/2014 Email - Debbie 7/10/2014 7/10/2014 Emall- Reckless City Debbie 7/18/2014 7/18/2014 Driving 7/10/2014 7/21/2014 Email - Debbie 720/2014 Email' Debbie _ � a Passenger staled that he wsnt picked up until 13:45 Driver was running behind, naw to area. According Temple for a 13:00 reservation. to driver log passenger was picked up at 1:26 and City E -Mail dropped off by 1:46. o� aw G°��ma`�J� Valid tyle PU Complaint A passenger voiced a concem that driver Devld was Driver was spoken to and denies smoking near or Temple smoking on vehicle. on the bus. A road supervisorwas sent to do spot City E -Mail checks. Error Non -Validated Complaint Driver AtBtuda 4W�36ted that Female trainee almost got into A manager on board during the Incident stated that Temple an accident while he was on board. E -Mail a vehicle unsafely pulled out In front of our vehlce, Non -Validated Reckless City the trainee had to swerve not to collide. Complaint Driving �wants drivers to pull Into driveway Per City, this is not allowed due to it being a private Temple E -Mail and pick up at door. drvieway/ easement vas nogfled by Non -Validated Service Area/ I City City. Complaint Service Times Rated she called to cancel her ride, Error on dispatch Temple driver sill showed up. Vella Smoking/ City E -Mail Complaint Cancelation A passenger voiced a concem that driver Devld was Driver was spoken to and denies smoking near or Temple smoking on vehicle. on the bus. A road supervisorwas sent to do spot City E -Mail checks. Error Non -Validated Complaint Driver AtBtuda Report Period Au414 ps pe d{` d°°� aPQe a°`•� e°°� c Oo 4� QB awe Sep a� cpr CPFFe 4/14 8/4/14 Debbie TOnyleI In'Parson B/8/14 S/W74 Debbie TCllye I E -Mail 8/15/14I 8/18/14 I Temple I E -Mail n\�IV City - "I &1G/14 $/18/14 I Tee E -Mail City Passenger commented Nat mini vans are too Drivers performance wall be mongered. bumpy, drivers we not familiar With the area, driver made quick atop and had bad prince. Policy y Complaint Driver Attitude Passenger requested a ride to the Commungy vrds never offered an alb maWe time, Ne Center and was told we were filled. Another re trialspoken coachatl on proper pawenger�lwas scheduled goingto the location protocol. Dispatch set�pforthe Cent Get Valid Complaint same passing 40111w following week and explained to him to call on Friday Times Wanted for Ne following week. Passenger stated Nat she was never picked up by wa Driver lamed that he was running behind due to Dlela Ride fored:30 p/u at Rile a fewuncontrolable tamers, driver did Infer Passenger also stated that driver is rude. dispatch. Dispatch was Instructed that in cases like (Valid Complaint No Show this passengers must be noticed. Driver was coached on proper attitude and customer service. Passenger requested a pick a Ilam-12pm pick to Both Mae rvadons wers booked by the same Ne mag, was given 12:30pm. Asked for something reservadonisis. He was spoken to and advised to eager and was denied. When at the mag she saw to for The more careful with details and share riding lai Valid Complaint Cant Get other passengers waiting their pick up which was much earlier than hers. oppadunhim. Wanted Report Period Seo -14 CP Cao�ae o'Pr� . DIY a f�e`a0 C•�JC• 'Passenger called to complain that her ride was late sand had not gotten a phone call from dispatch. 9/9/74 9/9/74 Emall.Debbie c Temple E -Mail �a P° At gme of call driver was still within window time, although when dispatch called to get an ETA is was found out he had missed Dispatch was reminded that they need to keep in contact with drivers with radio checks and current pick up status. foo _ Oaeg�c yJo1�' a a Policy Late PU Complaint City of Temple City Dial -A -Ride Incident Passenger Date 7/1 7/2 7/3 7/8 7/10 7/18 7/19 Customer Complaint/Resolution Report July — September 2014 Complaint Resolution Stated DAR was a no show Michelle Gamez (STI) confirmed Requested to fax to dispatch weekly schedule from resident's home in TC and drop off at as a group. Member info was not transferred from First Transit to STI. Picked up 45 minutes late. Reported driver nearly avoided an accident. Requested driver pull down her driveway to pick her up. Cancelled ride with dispatch. Driver still arrived at residence to pick her up. 7/28 Voice message from I , stated scheduled ride was a no show and that dispatch stated they did not have her phone number to call her. was picked up. Michelle Gamez (STI) was notified that DAR members must call to make reservations up to 7 -days in advance thereby avoiding standing reservation status from Email sent to STI regarding. complaint. Info updated in STI database. Driver running behind, new to area. Per driver log, passenger picked up at 1:26 and dropped off at 1:46. Manager onboard the vehicle reported a vehicle unsafely pulled in front of the DAR vehicle. The trainee swerved to avoid a collision. Per City policy, access not permitted on private property. Member notified. Dispatch error. Michelle Gamez (STI) was notified and given cell phone number D for STI database. — n m z Incident Passenger Complaint :Resolution Date I 7/29 N/A Passenger stated driver, Dai was smoking on Driver spoken to, and denied the claim. Road supervisor was sent for spot the vehicle checks. 7/31 Dispatch gave the incorrect pickup time from Michelle Gamez (STI) was notified and would talk with Driver Dai regarding the Wednesday concert and that driver, Dai passenger personal space. invaded her personal space while securing her wheelchair for transport. 8/4 Mini vans are too bumpy, drivers not familiar Driver performance will be monitored. with the area, driver made quick stops and has bad attitude. 8/5 Driver Dai would not allow: to Michelle Gamez (STI) reported that STI dispatch would not make any board with 3 bags from the 99 cent store. decision to not return a DAR member home without contacting city staff. Asked him to be removed from the vehicle after calling dispatch. is visually impaired. 8/6 Denied ride to LOP although another Dispatch did not offer alternative time. Reservationist spoken to and passenger was scheduled going to same coached on proper protocol. location in route to � home. 8/7 Difficult to make reservations. Callers are STI notified. connected to 2 answering machines before getting a "live" person on the phone. 8/15 Vehicle never arrived for pickup at Rite Aide. Driver running late due to uncontrollable factors, driver did not inform Stated drivers are rude. dispatch. Dispatch instructed passengers must be notified. Driver was coached on proper attitude and customer service. Incident I Passenger I Complaint Resolution 8/16 Requested an 11-12 noon pick up to the Both reservations were booked by the same reservationist. He was spoken mall, was given 12:30. Asked for earlier time to and advised to be more careful with details and ride sharing and was denied. While at the mall, saw other opportunities passengers waiting for their pickup which was earlier than hers. 8/20 Michelle Reported dispatch staff will hold a meeting on August 22 to address recent issues. Polity and proper customer service will be GsmEz STI reviewed. Road supervisor will be sent to make spot checks and evaluate driver oerformance 8/21 Requested to be picked up for return ride Dispatch was notified to adjust pickup time from concerts to 9 p.m. home from Wed. concerts at 9 p.m. Driver Dai will be spoken to regarding his behavior. Reported Driver, Dai was very "rough" and used foul language. 9/9 Driver had not shown up within window time. Driver was given additional pick up to share with . He called dispatch. Dispatch proceed to take other passenger home without picking up contacted driver and was told it would Dispatch was unaware of his error. additional 20 minutes. she is concerned proper policies are not being followed. The driver will be spoken to about route efficiency. Dispatch reminded of policy, to contact any and all passengers when drivers are running late. Dispatch reminded to contact drivers to keep up with their current location and on time performance to avoid any errors or missed passenger