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CC - Item 6C - Award of Contract for Micro-Transit ServicesROSEMEAD CITY COUNCIL STAFF REPORT TO: THE HONORABLE MAYOR AND CI/TY COUNCIL FROM: BEN KIM, CITY MANAGER,/ DATE: MAY 13, 2025 SUBJECT: AWARD OF CONTRACT FOR MICRO -TRANSIT SERVICES SUMMARY On November 12, 2024, staff provided a report to explore the feasibility of supplementing or replacing the City's current transit services. Following the presentation, City Council provided direction to release a Request for Proposal ("RFP") to explore improvements to the current transportation services, focusing on transitioning from fixed -route models to on -demand transit solutions, including micro -transit and/or ride -hailing services. A competitive RFP was released on December 23, 2024, and six (6) qualified proposals were received by the submittal deadline of February 19, 2025. Following a comprehensive RFP process, which included a thorough vetting of each proposal and interviews with the top three ranked vendors, staff is recommending the City Council award a contract for micro -transit services to Crosby Street Transit, a wholly owned subsidiary of Via Transportation, Inc. ("Via") and authorize the City Manager to finalize and execute the Agreement for a base term of eighteen (18) months, beginning July 1, 2025 to December 31, 2026, in an amount not -to -exceed $1,989,510, with the option for up to three one- year extensions; first year option - $1,355,760, second year option - $1,396,440, and year three option - $1,438,380, totaling $6,180,090. BACKGROUND Currently, the City contracts with First Transit, Inc. ("First Transit") for Dial -A -Ride ("DAR") and Rosemead Explorer transit services. DAR is a curb -to -curb service for Seniors 55+ and disabled persons, and the Rosemead Explorer is a fixed -route bus service, utilizing up to five (5) city -owned propane -fueled shuttles during peak service hours. To prepare for the anticipated contract expiration date on March 31, 2025, staff began evaluating First Transit operational costs and service data. The findings highlighted that Rosemead's transit services have remained largely unchanged and have been outpaced by the evolving transportation systems/trends within the region. The findings align with industry trends that have led cities to increasingly move away from fixed -route services and adopt on -demand service models. Recognizing the need for efficiency and accessibility, staff presented at the City Council meeting on November 12, 2024, to explore the feasibility of implementing modern and flexible transit options such as on -demand micro -transit and ride -hailing as potential solutions. At the meeting, City Council authorized staff to solicit an RFP from qualified transit operators to explore options for a modern, app -driven, and electrified Public Transit System that utilizes micro -transit and/or AGENDA ITEM 6.0 City Council Meeting May 13, 2025 Page 2 of 5 ride -hailing models. On March 11, 2025, City Council approved a month-to-month contract extension with First Transit through June 30, 2025, to ensure continuity of services as staff explored the new service models. Along with the release of the RFP and per the direction of City Council at the meeting on November 12, 2024, staff developed and carried out a robust community outreach campaign to gather insights about the community's transportation needs and better inform the vendor selection process. The outreach plan consisted of a multi -language (English, Spanish, Vietnamese, and Chinese) campaign to ensure that all residents were informed of the upcoming potential changes and had an opportunity to voice their opinion. Staff developed physical surveys that contained QR codes/links to online surveys and distributed them to all properties through a citywide mailing, disseminated information to each school district and two City -owned Senior Housing facilities, posted flyers on City Transit buses, as well as tabling at community events and recreation centers. Additionally, an online webpage was launched under the Department of Public Works website with the intent of informing residents about the RFP process and the approximate timeline for staff to present City Council with a recommended vendor. At the top and bottom of this webpage, staff also included hyperlinks and embedded links to the digital version of the survey. As of May 7, 2025, the City has received a total of 229 responses and will continue to receive responses until further direction. The responses indicate that 60% of respondents are interested in a new City -subsidized transit option that incorporates on demand ridesharing (Attachment J). The scope of services for the RFP called for a complete turnkey management solution for micro - transit and/or ride -hailing services that addressed the mobility needs of the City's residents. These services encompass the full development, implementation, and management of the service, including operations, staffing, scheduling, customer service, vehicle maintenance, and the deployment of supporting technology such as a mobile app for trip booking and fare payment. The City initiated the RFP process on December 23, 2024, and subsequently received a total of six (6) electronic proposals. To accommodate additional time for potential applicants, two addendums were issued: the first on January 13, 2025, and the second on January 16, 2025. These addendums served to extend key deadlines, shifting the original submission and response deadlines from January 29, 2025, to February 19, 2025, with a final submission cutoff at 4:00 PM. Upon receiving all proposals, the City proceeded with a comprehensive evaluation process. Each proposal was reviewed to ensure fairness and consistency. The evaluation criteria focused on four main components: completeness of the proposal, the proposers' relevant experience, the oronosed service model, and the associated costs, with a maximum possible score of 500 points. Rank Vendor Score Rank Vendor Score 1 Circuit Transit Inc. ("Circuit") 463.26 4 AV Transportation Services, LLC 402.49 2 Via Transportation Inc. ("Via") 452.24 5 HBSS Connect Corp. 311.59 3 Transdev Services, Inc. 431.90 6 GoVysh Technologies LLC 244.58 City Council Meeting May 13, 2025 Page 3 of 5 Staff invited the top three ranking vendors to participate in an interview. These vendors represented the best combination of experience, proposed service model, and costs. Interviews were conducted virtually on March 24 & 26, 2025, by staff from the Administration, Public Works, and Parks and Recreation departments. The interviews provided the panel with an opportunity to obtain more details about the implementation/transition from the current transit environment to each proposed service model, scalability, access to data, and ridership accessibility. Although Community Benefit was not an official evaluation criterion, City staff recognized its importance and incorporated it into the interview process. During that process, staff explored how each proposer could contribute to the local community beyond the core service requirements. This included discussions on providing advertising platforms for the City's businesses, adopting local hiring practices to support the workforce, and committing to participate in and accommodate certain City events. Each vendor was ranked, with one indicating the recommended vendor. The ranking chart below includes a summary of each proposal, only essential details are provided due to many of the proposals containing proprietary information or confidential financial data. Following the interview, staff conducted reference checks for Via. Responses were positive and highly Vv Vendor - vStart-up Monthly Cost Total Annual proposed Service Model Costs Cost Base Term (18 mo.) $1,989,510` Vehicles In-service: $109,695 2 Ford E Transit (ADA) Option Year 1 - $1,355,760 2 Volkswagen ID. Buzz Electric Bus 1. Via $15,000 $112,980 Hours: Option Year 2 - $1,369,440 Mon. - Fri. 5 am -8 pm $116,370 Sat. -Sun. 6 am -7 pm Option Year 3- $1,438,380 Holidays 8 am -4 pm $119,865 Base Term (18 mo.) $1,554,096* $84,172 Vehicles In-service: 3 Ford E Transit (ADA) Option Year 1 - $1,040,364 $86'697 1 Volkswagen ID. Buzz Electric Bus 2. Circuit $39,000 Hours: Option Year 2 - $1,071,576 $89,298 Mon. - Fri. 5 am -8 pm Option Year 3- $1,103,725 Sat. - Sun. 6 am -7 pm $91,977 Base Term 08 mo.) $1,569,835` $87,213 Vehicles In-service: 2 Ford E Transit (ADA) Option Year 1 - $1,068,228 Not $89,0192 Toyota Sienna 3. Transdev included Hours: OptionYear2- $1,103,329 $91,944 Mon. - Sun. 6 am -7 pm Option Year 3 - $1,141,054 10 hours each vehicle $95,088 *Estimated cost. Does not account for an initial program start-up period or approximately a-iz wecns. City Council Meeting May 13, 2025 Page 4 of 5 Since Via's founding in 2012, they have offered innovative solutions for micro -transit services, proving to be a leading provider of on -demand, flexible transportation systems. In California, they operate or provide software for 30 micro -transit services. In Los Angeles County, Via was selected as the operations partner for the Metro Micro program, a one -of -a -kind eight -zone micro -transit service throughout Los Angeles County. Their experience, coupled with successfully marketing micro -transit and growing ridership on behalf of their partners, will ensure that community members with the highest barriers to usage (senior citizens, riders with disabilities, persons without smartphones, and non-English speakers) are ready to use these services when the program launches. A robust marketing and outreach strategy is included in the proposed cost and will help offset operations costs. To ensure program success and customer satisfaction, support agents are available to assist riders via phone, text, in app, and email in multiple languages. Additionally, Via's Integrated Transit features will enable seamless connections with other mode choices such as biking, walking, and taking existing transit. Based on reviewing the proposed service models, costs, interviews, reference checks, and responses to the survey, the interview panel unanimously selected Via for recommendation to the City Council. The evaluation process demonstrated their wealth of experience in micro -transit, and a full understanding of the RFP in providing a responsive proposal that details a turnkey, fully -electric, accessible, micro -transit service that will respond to Rosemead's existing demand, and scalability that is adaptable to future ridership patterns. Before any potential changes are made to the current service, staff will work diligently with the selected vendor to develop and launch a marketing campaign to inform residents of the forthcoming changes. During this campaign period, staff will focus on current Dial -A -Ride and Explorer users, ensuring that these two groups are informed of the changes and seamlessly integrated into the new service. Activities during this period may include mailing additional multi -language material to households, tabling at community events and recreation centers, stationing personnel at key pick-up and drop-off locations to sign users up, targeted social media posts, and posting information on City Transit buses. Following the implementation of micro - transit services, staff will follow up with a progress report at six months to determine if any adjustments to service levels and/or the contract is needed. Staff is proposing the following service fares of $1.00 per ride, discounted for seniors and Americans with Disabilities Act (ADA) eligible riders at $0.50 per ride. The service area for all riders will be within the city limits. Seniors and ADA riders will be able to travel up to 5 miles from the city limits and designated medical locations outside of this area. STAFF RECOMMENDATION Staff recommends the City Council authorize the City Manager to finalize and execute a Professional Services Agreement with Crosby Street Transit, a wholly owned subsidiary of Via Transportation, Inc. ("Via") for a base term of eighteen (18) months, from July 1, 2025 to December 31, 2026, in an amount not -to -exceed $1,989,510, with the option for up to three one- year extensions, totaling $6,180,090. City Council Meeting May 13, 2025 Page 5 of 5 FISCAL IMPACT The City's transit operations are funded through the Los Angeles County Proposition A and Proposition C Local Return programs. Both Proposition A and Proposition C are transportation taxes included in Los Angeles County Sales Tax and earmarked for cities and the County of Los Angeles to develop and/or improve public transit and related infrastructure. The adopted Fiscal Year 2024-25 budget allocated $1,420,000 for local transit services. The City receives approximately $1,300,000 in Proposition A and $1,100,000 Proposition C funds annually. There is sufficient special revenue funding available to support the recommended agreement. STRATEGIC PLAN IMPACT This item is consistent with the City of Rosemead's 2030 Strategic Plan Goal C — Infrastructure and Facilities, to develop and support projects which incorporate multi -modal transportation systems. PUBLIC NOTICE PROCESS This item has been noticed through the regular agenda notification process. Prepared by: Amanda Moreno, Administrative Services Manager Submitted by: i OV, Samuel Gutierrez, Director of Public Works Attachment A: Request for Proposals (RFP) No. 2025-01 Attachment B: AV Transportation Services LLC Proposal Attachment C: Circuit Proposal Attachment D: GoVysh Proposal Attachment E: HBSSCC Proposal Attachment F: Transdev Proposal Attachment G: Via Proposal Attachment H: RFP Evaluation Checklist and Scoring Attachment I: Transit Presentation Attachment J: Survey Responses Attachment A Request for Proposals (RFP) No. 2025-01 CITY OF ROSEMEAD REQUEST FOR PROPOSALS (RFP) NO. 2025-01 MICRO -TRANSIT AND RIDE -HAILING SERVICES SUBMITTALS: One PDF proposal submittal through the City of Rosemead Vendor Portal hosted by PlanetBids at https://pbsystem.ptanetbids.com/pQrtaV54150/pQrtaL-bQme no later than Wednesday, January 29, 2025, at 10:30 a.m. CONTACT PERSON: Amanda Moreno, Senior Management Analyst City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 (626) 569-2102 amoreno@cityofrosemead.org PROPOSALS RECEIVED AFTER THE TIME AND DATE STATED ABOVE SHALL NOT BE CONSIDERED. FACSIMILE AND E-MAIL PROPOSALS WILL NOT BE ACCEPTED. INQUIRIES: Direct questions for clarification on Request for Proposal documents to Amanda Moreno, Senior Management Analyst at (626) 569-2102 or amorenoCd)cityofrosemead.cg MODIFICATIONS: Any modification to this Request for Proposals will be provided to consultants who request notification of any modifications. ISSUANCE DATE: Monday, December 23, 2024 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 A. OVERVIEW The City of Rosemead ("City") is seeking proposals from qualified transportation service providers to replace the City's current public transit services with a flexible and efficient combination of micro -transit and ride -hailing services. This transition aims to enhance accessibility, efficiency, and customer satisfaction in meeting the community's transportation needs, especially in response to changing ridership patterns, economic constraints, and evolving transportation trends. The City may award multiple contracts. The required services and performance conditions are described in the Scope of Services (ATTACHMENT B). S. CURRENT TRANSIT SERVICES The Rosemead Transit system, initiated in the 1980's, provides Dial -A -Ride and community fixed route transit services. Dial -A -Ride service provides advance -reservation, curb -to -curb demand responsive transportation to seniors (55+) and individuals with permanent disabilities within the city, to destinations within 5 miles of the city limits, and for medical appointments to the Kaiser Hospital facility in Baldwin Park and the Huntington Memorial Hospital area in Pasadena. The Explorer operates one bi-directional fixed route service entirely within the city with two buses operating a single route in opposite directions. During the 2023-24 service year, Dial -A -Ride provided approx. 7,000 trips and Explorer provided approx. 48,000 trips, for a total of 55,000 annual passenger trips. Both services operate seven days a week with the use of city owned propane fuel buses. Dial -A -Ride services operates a maximum of two (2) ADA -compliant paratransit vehicles 365 days a year the following days and hours: Weekdays (Monday— Friday): 6:00 am — 7:00 pm Weekends (Saturday and Sunday): 6:00 am — 7:00 pm Holidays: 8:00 am — 4:00 pm Operations are reduced to one (1) vehicle on these holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day. Explorer services operates two vehicles 362 days a year during the following hours: Weekdays (Monday— Friday): 5:00 am — 8:00 pm Weekends (Saturday and Sunday): 10:00 am — 5:00 pm Service is suspended on Christmas Day, Thanksgiving Day and New Year's Day. The City finances the Rosemead Transit system through Los Angeles County Proposition A and C Local Return funding and fare revenues. C. ORGANIZATION Rosemead operates under the CouncildManager form of government. The City Council is elected at large to four years, overlapping terms. The Mayor is elected by a majority vote of the City Council Page 2 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 and rotates each year. Overall administration, planning, monitoring and marketing of the system is vested in the City's Public Works Department, under the direction of the Public Works Director. Since the inception of Rosemead Transit, the City has utilized the services of an independent management and operations contractor to provide full "turn -key" management and operation of the system. The City provides only policy direction, general supervision and monitoring of services, service and system planning, marketing support and materials, fare media and qualification of residents to use the City's transit services, which are managed under the direction of the Public Works Director in the Public Works department. Rosemead currently owns seven (7) propane buses that are maintained and operated by the current transit vendor. D. SCOPE OF WORK The purpose of this Request for Proposal (RFP) is to solicit proposals from experienced contractors to manage and operate micro -transit and/or ride -hailing services in the City of Rosemead. The selected provider will be responsible for designing, implementing, and managing a transportation service that can meet the needs of the city's residents and visitors while maintaining high standards of customer service, safety, and efficiency. For purposes of this RFP, independent contractors interested in submitting proposals are referred to as "contractor". The term of this Professional Service Agreement ("PSA") will be for a base term of eighteen (18) months, plus an option for three (3) one-year extensions, for a total possible contract term of four (4) years and six (6) months. The successful contractor to whom an award is made will be required to enter into a PSA with CITY substantially similar to the draft agreement as attached (ATTACHMENT A). The City may award multiple contracts. City to provide: • Policy direction, general supervision and monitoring of services, service and system planning, marketing support and materials, fare media and qualification of residents to use the City's transit services. 2 Contractor to provide - See ATTACHMENT B. E. PROPOSAL CONTENT/FORMAT & EVALUATION All proposals accepted bythe City must be signed by an authorized representative of the company. The submission of the signed proposal will be interpreted to mean that the company has thereby agreed to all conditions, instructions, descriptions and specifications contained herein. All samples submitted by the company in support of its quote shall become the property of the City. The City reserves the right to reject any or all proposals or portions of any or all proposals. Non- compliance with any of the conditions and instructions stated herein may result in the rejection of the proposal. All proposals shall include the following criteria for evaluation: Page 3 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 1. Proposal Summary: • A cover letter highlighting key features of the Proposal and an understanding of the project. Name and address of consultant (please include address of local office if applicable). • The principle contact person that the consultant will assign to the Rosemead account. • A separate sheet shall include all the contact people on the Proposal and how to communicate with them. Limit this section to a total of one to three pages including the separate sheet with contact personnel. 2. Profile of the Proposing Contractor: • Provide a brief description of your company, including its history and experience in providing micro -transit or ride -hailing services. • Specifically, the City is interested in the potential for a long-term service relationship that would include financial stability. Include a discussion on the Contractor's financial stability, capacity, and resources. • If applicable, include all other subcontractors participating in this Proposal, including similar information about the subcontractors. Additionally, this section shall include a listingofany relevant lawsuitand/orsubcontractors' litigation and the result of that action resultingfrom (a) any public project undertaken bythe contractor or by its subcontractors where litigation is still pending or has occurred within the last five years or (b) any type of project where claims or settlements were paid by the contractor or its insurers within the last fiveyears. 3. Experience of the Contractor: Provide a description of pertinent project experience with other public municipalities (maximum of four) and private sector (maximum of two) that includes a summary of the service model, total cost of contract, ridership levels, and the name, title, and phone number of agencies to be contacted for references. 4. Proposed Service Model: • Detailed description of the proposed service model, including technology solutions, vehicle types, scheduling, pricing structure, and customer experience. • Thissection of the proposaLshaL( estabLish the Contractor's understandingof the City's objectives and work requirements and the ability to satisfy those objectives and requirements. • Describe the proposed approach for addressing the required service, outlining the approach that would be undertaken in providing the requested services. • A detailed timeline for launching the service, including milestones and critical deliverables. • Description of the operational framework, including service frequency, scheduling flexibility, and coverage areas. • Include an approach to ensuring safety, accessibility, and environmental Page 4 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 responsibility in your operations. • Provide proposed performance metrics, including on-time performance, customer satisfaction, and service reliability. • Define penalties or corrective actions for failure to meet agreed-upon performance Levels. • Staffing, driver recruitment, and training plans. • Fleet management strategy and vehicle maintenance plan, if applicable. • Provide a description of a digital platform, such as a user-friendly app for trip booking, real-time tracking, fare payment, and data analytics to continuously optimize service delivery. • Describe how the proposed system will integrate with the City's existingtransit services and other third -party platforms, as required. • Include any incentive programs targeted for seniors and disabled persons. 5. Proposal Costs Sheet and Rates: • Provide an all-inclusive fixed monthly service cost to the City, including a breakdown of services proposed. • Outline the payment terms including startup and operating cost, any potential incentives, and cost/revenue-sharing options. • Include the costs for extra services or any other services that are considered optional additions. The City reserves the rightto reject any or all proposals. Proposals become the property of the City upon submission. Costs incurred in responding to this RFP are the responsibility of the proposer. F. QUALIFICATIONS The minimum requirements Proposers must meet to be eligible are: • Not having been debarred by Federal, State, or local government. • Current or previous experience operating similar programs in at least two cities. • W2 employees and local -hire plan/program. • Ability to provide ride data and metrics, including map -based data. • A- insurance rating G. PROPOSAL REVIEW Selection will follow these steps: 1. Proposal Review: Upon receiving a satisfactory number of proposals, submissions will be evaluated by the City Manager and his/her designee. If needed, the best -qualified contractors will be invited to participate in an interview. 2. Interview: If needed, a panel consisting of at least two (2) staff members from the City of Rosemead will interview contractors. Page 5 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 3. Professional Services Agreement: Upon identification of a preferred provider, the Assistant City Manager or his/her designee will request a Professional Services Agreement subject to negotiation of precise work program, terms of payment, and other City requirements. H. DOCUMENT SUBMITTALS The sole source of contact regarding this RFP is Amanda Moreno, Senior Management Analyst at (626) 569-2102 or amoreno@ci ofrosemead.or2. 1. To be considered, electronic proposals must be titled: "Contractor Name RFP — Micro - Transit and Ride -Haling Services and submitted no later than 10:00 a.m. on Wednesday. January 29, 2024- through the City of Rosemead Vendor Portal hosted by PlanetBids at: https:////pbsystem.planetbids.com/portal/54150/portal-home Proposals received after the due date will not be accepted. RFP DEADLINE INFORMATION RFP Available Deadline to Submit Questions at 4pm Q & A Posted on City's Website Deadline to Submit Proposal at 10:30am Interviews (If necessary) Agreement Presented to Council ATTACHMENTS: A. Draft Professional Services Agreement B. Scope of Services DEADLINES Monday, 12/23/2024 Monday, 01/13/2025 Monday, 01/20/2025 Wednesday, 01/29/2025 Monday— Wednesday, 02/17-02/20/2025 Tuesday, 03/11/2025 (Tentative) Page 6 of 23 City of Rosemead - Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 "ATTACHMENT A" DRAFT PROFESSIONAL SERVICES AGREEMENT NAME OF PROJECT (CONTRACTOR NAME) PARTIES AND DATE. This Agreement is made and entered into this INSERT DATE (Effective Date) by and between the City of Rosemead, a municipal organization organized under the laws of the State of California with its principal place of business at 8838 E. Valley Blvd., Rosemead, California 91770 ("City") and CONTRACTOR NAME with its principal place of business at ADDRESS ("Consultant"). City and Consultant are sometimes individually referred to herein as "Party" and collectively as "Parties." 2.1 Consultant. Consultant desires to perform and assume responsibility for the provision of certain professional services required by the City on the terms and conditions set forth in this Agreement. Consultant represents that it is experienced in providing TYPE OF SERVICE to public clients, is licensed in the State of California and is familiar with the plans of City. 2.2 Project. City desires to engage Consultant to render PROJECT SERVICE OR NAME ("Services") as set forth in this Agreement. 3. TERMS. 3.1 Scope of Services and Term. 3.1.1 General Scope of Services. Consultant promises and agrees to furnish to the City all labor, materials, tools, equipment, services, and incidental and customary work necessary to fully and adequately supply the TYPE OF SERVICE services necessary for the City, herein referred to a "Services". The Services are more particularly described in Exhibit "A" attached hereto and incorporated herein by reference. All Services shall be subject to, and performed in accordance with, this Agreement, the exhibits attached hereto and incorporated herein by reference, and all applicable local, state and federal laws, rules and regulations. 3.1.2 Term. The term of this Agreement shall be for a base term of an eighteen -month period from effective date with the option for three, one-year extensions at the sole and absolute discretion of the City, unless earlier terminated as provided herein. Consultant shall complete the Services within the term of the Agreement, and shall meet any other established schedules and deadlines. Page 7 of 23 City of Rosemead - Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 3.2 Responsibilities of Consultant 3.2.1 Control and Payment of Subordinates; Independent Contractor. The Services shall be performed by Consultant or under its supervision. Consultant will determine the means, methods and details of performing the Services subject to the requirements of this Agreement. City retains Consultant on an independent contractor basis and not as an employee. Consultant retains the right to perform similar or different services for others during the term of this Agreement. Any additional personnel performing the Services under this Agreement on behalf of Consultant shall also not be employees of City and shall at all times be under Consultant's exclusive direction and control. Consultant shall pay all wages, salaries, and other amounts due such personnel in connection with their performance of Services under this Agreement and as required by law. Consultant shall be responsible for all reports and obligations respecting such additional personnel, including, but not limited to: social security taxes, income tax withholding, unemployment insurance, disability insurance, and workers' compensation insurance. 3.2.2 Schedule of Services. Consultant shall perform the Services expeditiously, within the term of this Agreement. Consultant represents that it has the professional and technical personnel required to perform the Services in conformance with such conditions. In order to facilitate Consultant's conformance with the Schedule, City shall respond to Consultant's submittals in a timely manner. Upon request of City, Consultant shall provide a more detailed schedule of anticipated performance to meet the Schedule of Services. 3.2.3 Conformance to Applicable Requirements. All work prepared by Consultant shall be subject to the approval of City. 3.2.4 Substitution of Key Personnel. Consultant has represented to City that certain key personnel will perform and coordinate the Services under this Agreement. Should one or more of such personnel become unavailable, Consultant may substitute other personnel of at least equal competence upon written approval of City. In the event that City and Consultant cannot agree as to the substitution of key personnel, City shall be entitled to terminate this Agreement for cause. As discussed below, any personnel who fail or refuse to perform the Services in a manner acceptable to the City, or who are determined by the City to be uncooperative, incompetent, a threat to the adequate or timely completion of the Project or a threat to the safety of persons or property, shall be promptly removed from the Project by the Consultant at the request of the City. 3.2.5 City's Representative. The City hereby designates the City Manager, or his or her designee, to act as its representative for the performance of this Agreement ("City's Representative"). City's Representative shall have the power to act on behalf of the City for all purposes under this Agreement. Consultant shall not accept direction or orders from any person other than the City's Representative or his or her designee. 3.2.6 Consultant's Representative. Consultant will designate to act as its representative for the performance of this Agreement ("Consultant's Representative"). Consultant's Representative shall have full authority to represent and act on behalf of the Consultant for all purposes under this Agreement. The Consultant's Representative shall supervise and direct the Services, using his/her best skill and attention, and shall be responsible for all means, methods, techniques, sequences and procedures and for the satisfactory coordination of all portions of the Services under this Agreement. 3.2.7 Coordination of Services: Consultant agrees to work closely with City staff in the performance of Services and shall be available to City's staff, consultants and other staff at all reasonable times. 3.2.8 Standard of Care; Performance of Employees: Consultant shall perform all Services under this Agreement in a skillful and competent manner, consistent with the standards generally recognized as being employed by professionals in the same discipline in the State of California. Consultant represents and maintains that it is skilled in the professional calling necessary to perform the Services. Consultant warrants that all employees and subcontractors shall have sufficient skill and experience to perform the Services assigned to them. Finally, Consultant represents that it, its employees and Page 8 of 23 City of Rosemead - Micro -Transit and Ride -Hailing Services Request for Proposal_ No. 2025-01 subcontractors have all licenses, permits, qualifications and approvals of whatever nature that are legally required to perform the Services, including a City Business License, and that such licenses and approvals shall be maintained throughout the term of this Agreement. As provided for in the indemnification provisions of this Agreement, Consultant shall perform, at its own cost and expense and without reimbursement from the City, any services necessary to correct errors or omissions which are caused by the Consultant's failure to comply with the standard of care provided for herein. 3.2.9 Laws and Regulations. Consultant shall keep itself fully informed of and in compliance with all local, state and federal laws, rules and regulations in any manner affecting the performance of the Project or the Services, including but not limited to the Americans with Disabilities Act (ADA), and all Cal/OSHA requirements, and shall give all notices required by law. Consultant shall be liable for all violations of such laws and regulations in connection with Services. If the Consultant performs any work knowing it to be contrary to such laws, rules and regulations and without giving written notice to the City, Consultant shall be solely responsible for all costs arising therefrom. Consultant shall defend, indemnify and hold City, its officials, directors, officers, employees and agents free and harmless, pursuant to the indemnification provisions of this Agreement, from any claim or liability arising out of any failure or alleged failure to comply with such laws, rules or regulations. 3.2.10 Insurance: Consultant shall maintain prior to the beginning of and for the duration of this Agreement insurance coverage as specified in Exhibit B attached to and part of this agreement. 3.2.11 Safety: Contractor shall execute and maintain its work so as to avoid injury or damage to any person or property. In carrying out its Services, the Consultant shall at all times be in compliance with all applicable local, state and federal laws, rules and regulations, and shall exercise all necessary precautions for the safety of employees appropriate to the nature of the work and the conditions under which the work is to be performed. Safety precautions as applicable shall include, but shall not be limited to: (A) adequate life protection and life saving equipment and procedures; (B) instructions in accident prevention for all employees and subcontractors, such as safe walkways, scaffolds, fall protection ladders, bridges, gang planks, confined space procedures, trenching and shoring, equipment and other safety devices, equipment and wearing apparel as are necessary or lawfully required to prevent accidents or injuries; and (C) adequate facilities for the proper inspection and maintenance of all safety measures. 3.3 Fees and Payments. 3.3.1 Compensation. Consultant shall receive compensation, including authorized reimbursements, for all Services rendered under this Agreement and shall not exceed INSERT COST AMOUNT per fiscal year. The City agrees to pay Consultant a fee of INSERT COST AMOUNT WRITTEN ($INSERT NUMBERICAL COST) a month. Extra Work maybe authorized in writing, as described below, and will be compensated at the rates and manner set forth in this Agreement. 3.3.2 Payment of Compensation. Consultant shall submit to City a monthly itemized statement which indicates work completed and Services rendered by Consultant. The statement shall describe the amount of Services and supplies provided since the initial commencement date, or since the start of the subsequent billing periods, as appropriate, through the date of the statement. City shall, within 45 days of receiving such statement, review the statement and pay all approved charges thereon. 3.3.3 Reimbursement for Expenses: Consultant shall not be reimbursed for any expenses unless authorized in writing by City. 3.3.4 Extra Work: At any time during the term of this Agreement, City may request that Consultant perform Extra Work. As used herein, "Extra Work" means any work which is determined by City to be necessary for the proper completion of the Project, but which the parties did not reasonably anticipate would be necessary at the execution of this Agreement. Consultant shall not perform, nor be compensated for, Extra Work without written authorization from City's Representative. 3.3.5 Prevailing Wages: Consultant is aware of the requirements of California Labor Code Section 1720, at seq., and 1770, at seq., as well as California Code of Regulations, Title 8, Section 1600, at seq., ("Prevailing Wage Laws"), which require the payment of prevailing wage rates and the Page 9 of 23 City of Rosemead - Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 performance of other requirements on "public works" and "maintenance" project, as defined by the Prevailing Wage Laws, and if the total compensation is $1,000 or more, Consultant agrees to fully comply with such Prevailing Wage Laws. City shall provide Consultant with a copy of the prevailing rates of per diem wages in effect at the commencement of this Agreement. Consultant shall make copies of the prevailing rates of per diem wages for each craft; classification or type of worker needed to execute the Services available to interested parties upon request, and shall post copies at the Consultant's principal place of business and at the project site. Consultant shall defend, indemnify and hold the City, its elected officials, officers, employees and agents free and harmless from any claim or liability arising out of any failure or alleged failure to comply with the Prevailing Wage Laws. 3.4 Accounting Records. 3.4.1 Maintenance and Inspection: Consultant shall maintain complete and accurate records with respect to all costs and expenses incurred under this Agreement. All such records shall be clearly identifiable. Consultant shall allow a representative of City during normal business hours to examine, audit, and make transcripts or copies of such records and any other documents created pursuant to this Agreement. Consultant shall allow inspection of all work, data, documents, proceedings, and activities related to the Agreement for a period of three (3) years from the date of final payment under this Agreement. 3.5 General Provisions. 3.5.1 Termination of Agreement. 3.5.1.1 Grounds for Termination: City may, by written notice to Consultant, terminate the whole or any part of this Agreement at any time and without cause by giving written notice to Consultant of such termination, and specifying the effective date thereof, at least seven (7) days before the effective date of such termination. Upon termination, Consultant shall be compensated only for those services which have been adequately rendered to City, and Consultant shall be entitled to no further compensation. Consultant may not terminate this Agreement except for cause. 3.5.1.2 Effect of Termination: If this Agreement is terminated as provided herein, City may require Consultant to provide all finished or unfinished Documents/ Data and other information of any kind prepared by Consultant in connection with the performance of Services under this Agreement. Consultant shall be required to provide such document and other information within fifteen (15) days of the request. 3.5.1.3 Additional Services: In the event this Agreement is terminated in whole or in part as provided herein, City may procure, upon such terms and in such manner as it may determine appropriate, services similar to those terminated. 3.5.2 Delivery of Notices. All notices permitted or required under this Agreement shall be given to the respective parties at the following address, or at such other address as the respective parties may provide in writing for this purpose: •1 41 ADDRESSNAME _ ti iat MR City of Rosemead 8838 E. Valley Boulevard Rosemead, CA 91770 Attn: Director of Public Works Such notice shall be deemed made when personally delivered or when mailed, forty-eight (48) hours after deposit in the U.S. Mail, first class postage prepaid and addressed to the party Page 10 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 at its applicable address. Actual notice shall be deemed adequate notice on the date actual notice occurred, regardless of the method of service. 3.5.3 Ownership of Materials and Confidentiality. 3.5.3.1 Documents & Data; Licensing of Intellectual Property: This Agreement creates a non-exclusive and perpetual license for City to copy, use, modify, reuse, or sublicense any and all copyrights, designs, and other intellectual property embodied in plans, specifications, studies, drawings, estimates, and other documents or works of authorship fixed in any tangible medium of expression, including but not limited to, physical drawings or data magnetically or otherwise recorded on computer diskettes, which are prepared or caused to be prepared by Consultant under this Agreement ("Documents & Data"). Consultant shall require all subcontractors to agree in writing that City is granted a non-exclusive and perpetual license for any Documents & Data the subcontractor prepares under this Agreement. Consultant represents and warrants that Consultant has the legal right to license any and all Documents & Data. Consultant makes no such representation and warranty in regard to Documents & Data which were prepared by design professionals other than Consultant or provided to Consultant by the City. City shall not be limited in any way in its use of the Documents and Data at any time, provided that any such use not within the purposes intended by this Agreement shall be at City's sole risk. 3.5.3.2 Confidentiality. All ideas, memoranda, specifications, plans, procedures, drawings, descriptions, computer program data, input record data, written information, and other Documents and Data either created by or provided to Consultant in connection with the performance of this Agreement shall be held confidential by Consultant. Such materials shall not, without the prior written consent of City, be used by Consultant for any purposes other than the performance of the Services. Nor shall such materials be disclosed to any person or entity not connected with the performance of the Services or the Project. Nothing furnished to Consultant which is otherwise known to Consultant or is generally known, or has become known, to the related industry shall be deemed confidential. Consultant shall not use City's name or insignia, photographs of the Project, or any publicity pertaining to the Services or the Project in any magazine, trade paper, newspaper, television or radio production or other similar medium without the prior written consent of City. 3.5.4 Cooperation; Further Acts: The Parties shall fully cooperate with one another, and shall take any additional acts or sign any additional documents as may be necessary, appropriate or convenient to attain the purposes of this Agreement. 3.5.5 Attorney's Fees: If either party commences an action against the other party, either legal, administrative or otherwise, arising out of or in connection with this Agreement, the prevailing party in such litigation shall be entitled to have and recover from the losing party reasonable attorney's fees and all costs of such action. 3.5.6 Indemnification: To the fullest extent permitted by law, Consultant shall defend, indemnify and hold the City, its officials, officers, employees, volunteers and agents free and harmless from any and all claims, demands, causes of action, costs, expenses, liability, loss, damage or injury, in law or equity, to property or persons, including wrongful death, in any manner arising out of or incident to any alleged acts, omissions or willful misconduct of Consultant, its officials, officers, employees, agents, consultants and contractors arising out of or in connection with the performance of the Services, the Project or this Agreement, including without limitation the payment of all consequential damages and attorneys fees and other related costs and expenses. Consultant shall defend, at Consultant's own cost, expense and risk, any and all such aforesaid suits, actions or other legal proceedings of every kind that may be brought or instituted against City, its directors, officials, officers, employees, agents or volunteers. Consultant shall pay and satisfy any judgment, award or decree that may be rendered against City or its directors, officials, officers, employees, agents or volunteers, in any such suit, action or other legal proceeding. Consultant shall reimburse City and its directors, officials, officers, employees, agents and/or volunteers, for any and all legal expenses and costs incurred by each of them in connection therewith or in enforcing the indemnity herein provided. Consultant's obligation to indemnify shall not be restricted to insurance proceeds, if any, received by the City, its directors, officials officers, employees, agents or volunteers. Page 11 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 3.5.7 Entire Agreement: This Agreement contains the entire Agreement of the parties with respect to the subject matter hereof, and supersedes all prior negotiations, understandings or agreements. This Agreement may only be modified by a writing signed by both parties. 3.5.8 Governing Law: This Agreement shall be governed by the laws of the State of California. Venue shall be in Los Angeles County. 3.5.9 Time of Essence: Time is of the essence for each and every provision of this Agreement. 3.5.10 City's Right to Employ Other Consultants: City reserves right to employ other consultants in connection with this Project. 3.5.11 Successors and Assigns: This Agreement shall be binding on the successors and assigns of the parties. 3.5.12 Assignment or Transfer: Consultant shall not assign, hypothecate, or transfer, either directly or by operation of law, this Agreement or any interest herein without the prior written consent of the City. Any attempt to do so shall be null and void, and any assignees, hypothecates or transferees shall acquire no right or interest by reason of such attempted assignment, hypothecation or transfer. 3.5.13 Construction; References; Captions: Since the Parties or their agents have participated fully in the preparation of this Agreement, the language of this Agreement shall be construed simply, according to its fair meaning, and not strictly for or against any Party. Any term referencing time, days or period for performance shall be deemed calendar days and not work days. All references to Consultant include all personnel, employees, agents, and subcontractors of Consultant, except as otherwise specified in this Agreement. All references to City include its elected officials, officers, employees, agents, and volunteers except as otherwise specified in this Agreement. The captions of the various articles and paragraphs are for convenience and ease of reference only, and do not define, limit, augment, or describe the scope, content, or intent of this Agreement. 3.5.14 Amendment; Modification: No supplement, modification, or amendment of this Agreement shall be binding unless executed in writing and signed by both Parties. 3.5.15 Waiver: No waiver of any default shall constitute a waiver of any other default or breach, whether of the same or other covenant or condition. No waiver, benefit, privilege, or service voluntarily given or performed by a Party shall give the other Party any contractual rights by custom, estoppel, or otherwise. 3.5.16 No Third Party Beneficiaries: There are no intended third party beneficiaries of any right or obligation assumed by the Parties. 3.5.17 Invalidity; Severability: If any portion of this Agreement is declared invalid, illegal, or otherwise unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. 3.5.18 Prohibited Interests: Consultant maintains and warrants that it has not employed nor retained any company or person, other than a bona fide employee working solely for Consultant, to solicit or secure this Agreement. Further, Consultant warrants that it has not paid nor has it agreed to pay any company or person, other than a bona fide employee working solely for Consultant, any fee, commission, percentage, brokerage fee, gift or other consideration contingent upon or resulting from the award or making of this Agreement. Consultant further agrees to file, or shall cause its employees or subconsultants to file, a Statement of Economic Interest with the City's Filing Officer as required under state law in the performance of the Services. For breach or violation of this warranty, City shall have the right to rescind this Agreement without liability. For the term of this Agreement, no member, officer or employee of City, during the term of his or her service with City, shall have any direct interest in this Agreement, or obtain any present or anticipated material benefit arising therefrom. Page 12 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 3.5.19 Equal Opportunity Employment: Consultant represents that it is an equal opportunity employer and it shall not discriminate against any subcontractor, employee or applicant for employment because of race, religion, color, national origin, handicap, ancestry, sex or age. Such non- discrimination shall include, but not be limited to, all activities related to initial employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination. Consultant shall also comply with all relevant provisions of City's Minority Business Enterprise program, Affirmative Action Plan or other related programs or guidelines currently in effect or hereinafter enacted. 3.5.20 Labor Certification: By its signature hereunder, Consultant certifies that it is aware of the provisions of Section 3700 of the California Labor Code which require every employer to be insured against liability for Worker's Compensation orto undertake self-insurance in accordance with the provisions of that Code, and agrees to comply with such provisions before commencing the performance of the Services. 3.5.21 Authority to Enter Agreement: Consultant has all requisite power and authority to conduct its business and to execute, deliver, and perform the Agreement. Each Party warrants that the individuals who have signed this Agreement have the legal power, right, and authority to make this Agreement and bind each respective Party. 3.5.22 Counterparts: This Agreement may be signed in counterparts, each of which shall constitute an original. 3.6 Subcontracting. 3.6.1 Prior Approval Required: Consultant shall not subcontract any portion of the work required by this Agreement, except as expressly stated herein, without prior written approval of City. Subcontracts, if any, shall contain a provision making them subject to all provisions stipulated in this Agreement. [Signatures on next page] Page 13 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 CITY OF ROSEMEAD CONSULTANT By: Ben Kim, City Manager Date Name: Attest: Ericka Hernandez, City Clerk Date Approved as to Form: Title: [If Corporation, TWO SIGNATURES, President OR Vice President AND Secretary, AND CORPORATE SEAL OF CONTRACTOR REQUIRED] By: Name: Rachel Richman Date City Attorney Title: _ Page 14 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 *:1:11-3Y1/_1 ENCUMBERS CITY ISSUED REQUEST FOR PROPOSAL DOCUMENTS ANDCONTRACTOR'S PROPOSAL FOR SERVICES Page 15 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 EXHIBIT B INSURANCE REQUIREMENTS Prior to the beginning of and throughout the duration of the Work, Contractor will maintain insurance in conformance with the requirements set forth below. Contractor will use existing coverage to comply with these requirements. If that existing coverage does not meet the requirements set forth here, Contractor agrees to amend, supplement or endorse the existing coverage to do so. Contractor acknowledges that the insurance coverage and policy limits set forth in this section constitute the minimum amount of coverage required. Any insurance proceeds available to City in excess of the limits and coverage required in this agreement and which is applicable to a given loss, will be available to City. Contractor shall provide the following types and amounts of insurance Commercial General Liability Insurance: Contractor shall maintain commercial general liability insurance with coverage at least as broad as Insurance Services Office form CG 00 01, in an amount not less than $2,000,000 per occurrence, $5,000,000 general aggregate, for bodily injury, personal injury, and property damage. The policy must include contractual liability that has not been amended. Any endorsement restricting standard ISO "insured contract" language will not be accepted. Business Auto Coverage on ISO Business Auto Coverage form CA 00 01 including symbol 1 (Any Auto) or the exact equivalent. Limits are subject to review, but in no event to be less that $5,000,000 combined single limit per accident. If Contractor owns no vehicles, this requirement may be satisfied by a non -owned auto endorsement to the general liability policy described above. If Contractor or Contractor employees will use personal autos in any way on this project, Contractor shall provide evidence of personal auto liability coverage for each such person. Workers Compensation on a state -approved policy form providing statutory benefits as required by law with employer's liability limits no less than $1,000,000 per accident or disease. Contractor shall submit to Agency, along with the certificate of insurance, a Waiver of Subrogation endorsement in favor of Agency, its officers, agents, employees and volunteers. Excess or Umbrella Liability Insurance (Over Primary) if used to meet limit requirements, shall provide coverage at least as broad as specified for the underlying coverages. Contractor shall obtain and maintain an umbrella or excess liability insurance policy with limits that will provide bodily injury, personal injury and property damage liability coverage at least as broad as the primary coverages set forth above, including commercial general liability, automobile liability, and employer's liability. Such policy or policies shall include the following terms and conditions: A drop down feature requiring the policy to respond if any primary insurance that would otherwise have applied proves to be uncollectible in whole or in part for any reason; Pay on behalf of wording as opposed to reimbursement; Concurrency of effective dates with primary policies; and Policies shall "follow form" to the underlying primary policies. Insureds under primary policies shall also be insureds under the umbrella or excess policies. Professional Liability or Errors and Omissions Insurance as appropriate shall be written on a policy form coverage specifically designed to protect against acts, errors or omissions of the Contractor and "Covered Professional Services" as designated in the policy must specifically include work performed under this agreement. The policy limit shall be no less than $1,000,000 per claim and in the aggregate. The policy must "pay on behalf of the insured and must include a provision establishing the insurer's duty to defend. The policy retroactive date shall be on or before the effective date of this agreement. Cyber Liability Insurance. Contractor shall maintain either an endorsement to its general liability policy, or a separate policy of insurance covering cyber liability. Said coverage shall be in the amount of not less than Five Million Dollars ($5,000,000) per occurrence, and Five Million Dollars ($5,000,000) in the aggregate. Page 16 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 Requirements not limiting: Requirements of specific coverage features or limits contained in this Section are not intended as a limitation on coverage, limits or other requirements, or a waiver of any coverage normally provided by any insurance. Specific reference to a given coverage feature is for purposes of clarification only as it pertains to a given issue and is not intended by any party or insured to be all inclusive, or to the exclusion of other coverage, or a waiver of any type. If the Consultant maintains higher limits than the minimums shown above, the Agency requires and shall be entitled to coverage for the higher limits maintained by the Consultant. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to the Agency. Insurance procured pursuant to these requirements shall be written by insurers that are admitted carriers in the state of California and with an A. M. Bests rating of A- or better and a minimum financial size VII. General conditions pertaining to provision of insurance coverage by Contractor. Contractor and City agree to the following with respect to insurance provided by Contractor: 1. Contractor agrees to have its insurer endorse the third -party general liability coverage required herein to include as additional insureds City, its officials, employees and agents, using standard ISO endorsement No. CG 2010. Contractor also agrees to require all contractors, and subcontractors to do likewise. 2. No liability insurance coverage provided to comply with this Agreement shall prohibit Contractor, or Contractor's employees, or agents, from waiving the right of subrogation prior to a loss. Contractor agrees to waive subrogation rights against City regardless of the applicability of any insurance proceeds, and to require all contractors and subcontractors to do likewise. 3. All insurance coverage and limits provided by Contractor and available or applicable to this agreement are intended to apply to the full extent of the policies. Nothing contained in this Agreement or any other agreement relating to the City or its operations limits the application of such insurance coverage. 4. None of the coverages required herein will be in compliance with these requirements if they include any limiting endorsement of any kind that has not been first submitted to City and approved of in writing. 5. No liability policy shall contain any provision or definition that would serve to eliminate so-called "third party action over" claims, including any exclusion for bodily injury to an employee of the insured or of any contractor or subcontractor. 6. All coverage types and limits required are subject to approval, modification and additional requirements by the City, as the need arises. Contractor shall not make any reductions in scope of coverage (e.g. elimination of contractual liability or reduction of discovery period) that may affect City's protection without City's prior written consent. 7. Proof of compliance with these insurance requirements, consisting of certificates of insurance evidencing all of the coverages required and an additional insured endorsement to Contractor's general liability policy, shall be delivered to City at or prior to the execution of this Agreement. In the event such proof of any insurance is not delivered as required, or in the event such insurance is canceled at any time and no replacement coverage is provided, City has the right, but not the duty, to obtain any insurance it deems necessary to protect its interests under this or any other agreement and to pay the premium. Any premium so paid by City shall be charged to and promptly paid by Contractor or deducted from sums due Contractor, at City option. 8. Certificate(s) are to reflect that the insurer will provide 30 days notice to City of any cancellation of coverage. Contractor agrees to require its insurer to modify such certificates to delete any exculpatory wording stating that failure of the insurer to mail written notice of cancellation imposes no obligation, or that any party will "endeavor" (as opposed to being required) to comply with the requirements of the certificate. Page 17 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 9. It is acknowledged by the parties of this agreement that all insurance coverage required to be provided by Contractor or any subcontractor, is intended to apply first and on a primary, noncontributing basis in relation to any other insurance or self-insurance available to City. 10. Contractor agrees to ensure that subcontractors, and any other party involved with the project who is brought onto or involved in the project by Contractor, provide the same minimum insurance coverage required of Contractor. Contractor agrees to monitor and review all such coverage and assumes all responsibility for ensuring that such coverage is provided in conformity with the requirements of this section. Contractor agrees that upon request, all agreements with subcontractors and others engaged in the project will be submitted to City for review. 11. Contractor agrees not to self -insure or to use any self-insured retentions or deductibles on any portion of the insurance required herein and further agrees that it will not allow any contractor, subcontractor, Architect, Engineer or other entity or person in any way involved in the performance of work on the project contemplated by this agreement to self -insure its obligations to City. If Contractor's existing coverage includes a deductible or self-insured retention, the deductible or self-insured retention must be declared to the City. At that time the City shall review options with the Contractor, which may include reduction or elimination of the deductible or self-insured retention, substitution of other coverage, or other solutions. 12. The City reserves the right at any time during the term of the contract to change the amounts and types of insurance required by giving the Contractor ninety (90) days advance written notice of such change. If such change results in substantial additional cost to the Contractor, the City will negotiate additional compensation proportional to the increased benefit to City. 13. For purposes of applying insurance coverage only, this Agreement will be deemed to have been executed immediately upon any party hereto taking any steps that can be deemed to be in furtherance of or towards performance of this Agreement. 14. Contractor acknowledges and agrees that any actual or alleged failure on the part of City to inform Contractor of non-compliance with any insurance requirement in no way imposes any additional obligations on City nor does it waive any rights hereunder in this or any other regard. 15. Contractor will renew the required coverage annually as long as City, or its employees or agents face an exposure from operations of any type pursuant to this agreement. This obligation applies whether or not the agreement is canceled or terminated for any reason. Termination of this obligation is not effective until City executes a written statement to that effect. 16. Contractor shall provide proof that policies of insurance required herein expiring during the term of this Agreement have been renewed or replaced with other policies providing at least the same coverage. Proof that such coverage has been ordered shall be submitted prior to expiration. A coverage binder or letter from Contractor's insurance agent to this effect is acceptable. A certificate of insurance and/or additional insured endorsement as required in these specifications applicable to the renewing or new coverage must be provided to City within five days of the expiration of the coverages. 17. The provisions of any workers' compensation or similar act will not limit the obligations of Contractor under this agreement. Contractor expressly agrees not to use any statutory immunity defenses under such laws with respect to City, its employees, officials and agents. 18. Requirements of specific coverage features or limits contained in this section are not intended as limitations on coverage, limits or other requirements nor as a waiver of any coverage normally provided by any given policy. Specific reference to a given coverage feature is for purposes of clarification only as it pertains to a given issue and is not intended by any party or insured to be limiting or all-inclusive. 19. These insurance requirements are intended to be separate and distinct from any other provision in this agreement and are intended by the parties here to be interpreted as such. Page 18 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 20. The requirements in this Section supersede all other sections and provisions of this Agreement to the extent that any other section or provision conflicts with or impairs the provisions of this Section. 21. Contractor agrees to be responsible for ensuring that no contract used by any party involved in any way with the project reserves the right to charge City or Contractor for the cost of additional insurance coverage required by this agreement. Any such provisions are to be deleted with reference to City. It is not the intent of City to reimburse any third party for the cost of complying with these requirements. There shall be no recourse against City for payment of premiums or other amounts with respect thereto. 22. Contractor agrees to provide immediate notice to City of any claim or loss against Contractor arising out of the work performed under this agreement. City assumes no obligation or liability by such notice, but has the right (but not the duty) to monitor the handling of any such claim or claims if they are likely to involve City. Page 19 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 "ATTACHMENT B" CITY OF ROSEMEAD—SCOPE OF SERVICES Each contractor's proposed transit model is to replace our current transit services. All proposals submitted shall be for complete turnkey management and operation of micro -transit and/or ride - hailing services in the City, meaning nothing remains to be purchased, provided or supplied by City, other than as noted within the provisions of this RFP. The City would like to maintain as many aspects of our current transit services, as detailed below. Dial -a -Ride services: • Designate at minimum 2 vehicles for DAR services. • Advance reservation (14 days) or similar. • All vehicles must be ADA compliant. • Operate 365 days a year. The City reserves the right to direct the operation of reduced levels of service on unofficial holidays and during holiday periods. • Provide service within the city limits and to destinations within 5 miles of the city limits and for medical appointments to the Kaiser Hospital facility in Baldwin Park and the Huntington Memorial Hospital area in Pasadena. Explorer Fixed route: • One vehicle to provide fixed route service for our current route. • All vehicles must be ADA compliant. If the contractor cannot provide one of the provisions listed above, the transit model or service proposed should attempt to maintain the same level of service for the ridership levels reported in 2023-2024. The selected contractor will be expected to deliver the following services: 1. Service Model Development: o Propose a flexible and scalable micro -transit and/or ride -hailing model tailored to support current ridership levels and specify the maximum ridership capacity of the proposed model. o Address all areas of the city with coverage optimized based on demand and identify underserved areas where services could be expanded. o Propose how services will operate (e.g., scheduled rides, on -demand, fixed -route hybrid) to enhance convenience and accessibility. 2. Technology and App Integration: o Provide an integrated digital platform (web/mobile app) that allows residents to book rides, track vehicles, and make payments. Page 20 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 o Provide real-time updates to riders about service availability and expected pick-up times. o Offer contactless payment options and accommodate multiple payment methods (credit cards, mobile wallets, etc.). 3. Fleet and Vehicles: o Provide a 100% electric fleet of vehicles that meets the city's transportation needs, including vehicle types (sedans, vans, electric vehicles, etc.) and size options for various group sizes. o At minimum, include two ADA -compliant vehicles to accommodate passengers with physical disabilities and/or who rely on assisted -mobility devices. o Ensure the fleet is well-maintained, reliable, and equipped with accessibility features (e.g., ADA -compliant vehicles). o Describe the sustainability and environmental impact of the proposed fleet. 4. Service Hours and Operations: o Offer daily services that accommodate the hours of operation offered through our current transit services. o Propose an efficient scheduling and dispatching system to minimize wait times and improve ride availability. o Service hours and area may be adjusted according to demand once the services are underway, contingent upon approval by the City. The City and contractor(s) will work together to determine service hours, optimal routes, and service area boundaries. 5. Safety and Accessibility: o Ensure all vehicles comply with California state safety standards. o Provide services that are fully accessible to people with disabilities, including ADA - compliant vehicles and processes ensuring adherence to provisions of service requirements of the Americans with Disabilities Act [37 CFR Subpart G, Sections 37.161 through 37.167] including, but not limited to: • Maintenance of accessible features. • Keeping vehicle lifts in operative condition. ■ Lift and securement use. ■ Assisting individuals with disabilities in use of securement systems, ramps and Lifts. Page 21 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 • Permitting individuals who do not use wheelchairs, including standees, to use a vehicle's lift or ramp to enter the vehicle. • Announcing of stops on fixed route buses. • Permitting service animals to accompany individuals with disabilities in vehicles and facilities. ■ Making available adequate information concerning transportation services in accessible formats or technology. • Not prohibiting an individual with a disability from traveling with a respirator or portable oxygen supply. ■ Ensuring that adequate time is allowed for individuals with disabilities to complete boarding or disembarking from the vehicle. o Implement safety protocols for drivers, including background checks, training, and regular vehicle inspections. 6. Customer Service: o Provide 24/7 customer support services via phone, chat, or email. o Establish a process for riders to submit feedback, complaints, or concerns. 7. Employee Selection and Supervision: o Be responsible for the employment and supervision of all employees necessary to perform Transit operations. Such responsibilities shall include employee recruitment, screening, selection, training, supervision, employee relations, evaluation, discipline, retention and termination. o Use appropriate driver screening and selection criteria inordertoemploydrivers. These criteria will include Department of Motor Vehicles license check and physical examination sufficient to meet all applicable requirements for Transit vehicle operations. o Develop, implement, and maintain an employee substance abuse/alcohol abuse - testing program for all employees in safety -sensitive positions including personnel engaged in the operation, maintenance and control of Rosemead Transit vehicles and equipment. Such program will meet all applicable federal requirements promulgated to implement the Omnibus Transportation Employee Test Act of 1991 and related supplements and amendments. o Make all reasonable efforts to ensure that employees having contact with the public in the course of their duties are of good moral character. Any such employee who is convicted of a felony or a crime involving moral turpitude before or during the time of Page 22 of 23 City of Rosemead — Micro -Transit and Ride -Hailing Services Request for Proposal No. 2025-01 his/her employment shall not be permitted to continue operating Rosemead Transit services. o Shall at all times comply with applicable state and federal employment laws, including section 1735 of the California Labor Code and Title VI of the Civil Rights Act of 1964, as amended. 8. Data Analytics and Reporting: o Provide regular reports on service usage, ridership trends, customer feedback, and other key performance indicators (I(Pls). o Share data and insights that can help improve service planning and operational efficiency. 9. Marketing and Outreach: o Develop and execute a marketing plan to promote the new service, including digital, print, and community engagement initiatives. o Work with the City to ensure a smooth public launch and maintain ongoing awareness efforts. 10. Transition Plan: o Provide a clear transition plan to ensure minimal disruption as Rosemead phases out current transit services. o Ensure seamless coordination with existing public transportation services, including integration with nearby transit networks. Page 23 of 23 Attachment B AV Transportation Services LLC Proposal •1'i/1\2[• AV Transportation Services RFP - Micro -Transit and Ride -Hailing Services Prepared by AV Transportation Services, LLC RFP No. 2025-01 5 l� I 4L m Uoj! 1� TANSPORTATION AVsE'RVJCES Table of Contents Cover/ Title Page.......................................................................................................... 2 Volume I — Technical Proposal...................................................................................4 ProposalSummary ......................................................................................................... 4 Cover Letter: Key Feature of Proposal & Project Understanding .................................. 5 Company Contract Information................................................................................ 7 Volume II — Executive Summary ................................................................................8 ProfileOf Proposer.......................................................................................................... 9 Description of Company........................................................................................... 9 CompanyHistory ..................................................................................................... 9 Company Financial Information...............................................................................12 List of Relevant Lawsuits.........................................................................................13 Volume III — Experience of the Contractor..............................................................14 Related Experience in the Public Sector...................................................................15 Related Experience in the Private Sector.................................................................17 Agency reference contact information................................................................15-19 VolumeIV — Proposed Service Model........................................................................20 ProposalDetails............................................................................................................20 Proposed Service Approach.....................................................................................20 Administration, Coordination, and Management........................................................21 Proposed Operational Framework............................................................................21 VehicleInformation................................................................................................22 TechnologyPartners...............................................................................................24 Customer Experience ..............................................................................................26 ProgramScheduling...............................................................................................28 Project Scope Overview..........................................................................................36 Service Launch Timeline.........................................................................................40 Volume V — Personnel ..................................................41 VolumeVI — Proposal Costs......................................................................................50 PricingStructure....................................................................................................51 AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 13 Proposal Summary j SF SERVICES �k RTATION TRANSPORTATION - SERVICES Cover Letter AV Transportation Services, LLC (AVTS) offers it's gratitude to the City of Rosemead for the opportunity to be considered in this process as a proposer. After reviewing the documents provided by the City of Rosemead, Rosemead City Council Staff Reports, Explorer Transit Guidelines, Dial -A -Ride Guidelines, and additional supporting documents, AVTS is confident in it's ability to deliver a flexible, on -demand service that will be aligned with the City of Rosemead's Vision. In the provided docmentation, currently, the City of Rosemead provides approximately 55,000 transports per year, with the Explorer Services providing approximatley 87% of transportation services and Dial -A -Ride providing 13% of the transportation services across the 125 currently regisitered members. AVTS will take a "three -pronged" approach to providing transportation services under this project: An On -Request Dial -A -Ride and Micro -Transit Service, Third Party Ride Hailing Service, and a Supplemental Fixed Route Service. The concept behind this "three -pronged" approach is to first, utilize Two ADA Accessible wheelchair vans as the primary means of on -demand and reservation based scheudling for the exisitng Dial -A - Ride participants, prioritizing those who have higher levels of service needs for transportation. Second, the reservations that cannot be handled by the dedcated Dial - A -Ride vehicles will be scheduled with a third party ride -hailing service (Lyft) to be completed with each passenger having a limited number of rides per month. Third, to continue to operate a combination of the existing explorer fixed routes, acting as the "Spine" of the transportation project, continously running to accommodate any ridership outside of the first two "prongs." With the combination of these three services into a single, hybrid model, AVTS anticiaptes the City will see decrease costs per transport, higher on-time performance and associated operational metrics, as well as higher passenger satisfaction. AVTS recognizes The City of Rosemead's desire to transition to an all Electric Fleet of vehicles, and understand the challenges associated with this type of fleet change. AVTS currently operates a fleet of nineteen (19) electric vehicles on behalf of the Antelope Valley Transit Authority (On -Request and Shared Mobility Services Project), and has now gone through two separate fleet transitions, starting the project with Gas Vehicles and transitioning to a fleet of eight (8) Electric Vehicles, later transitioning back to Gas Vehicles, and finally tranisitoning back to the current fleet of nineteen (19) Electric Vehicles. Throughout the course of these transitions, AVTS has gained immense insight into operation, charging, maintenance, scheduling, and execution of services while using an all Electric Fleet. Based on this experience, AVTS has providied cost models Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661 -951 -704 - Page 15 TRANSPORTATION - SERVICES based on all electric vehicles and on all gas or hybrid vehicles, to illustrate the costs associated with each fleet. The principle contact person that AVTS has selected is Henry Alphonse Beausejour III, the current Operations Manager of the company, and works out of AVTS's main office located at 828 West Lancaster Blvd, Lancaster CA, 93534. Please see next page for a sheeet of all contact persons on the proposal and primary contact methods. AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 16 TRANSPORTATION - SERVICES Contractor Information Primary Contact: Henry Beausejour I Operations Manager AV Transportation Services Primary Number: Secondary Number.- Email: umber: Email• Secondary Contacts: (661)479-0724 (734)478-1518 hbeausejour@asvtsca.com Artzrun Minasyan I President AV Transportation Services Primary Number. (661) 479-0575 Secondary Number: 1 (310) 913-0497 Email., I aminasyan@avtsca.com Sergio Guyumjian I Logistics Manager AV Transportation Services Primary Number. (661) 479-0580 Secondary Number: 1 (929) 225-3577 Email., I sguyumjian@avtsca.com AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704, Page 17 Profile of The Proposing Contractor 0 ORTATION Rim w SERVICES TRANSPORTATION - SERVICES Executive Statement: A Brief Company Overview For over a decade, AV Transportation Services has provided world-class service to the residents of our community in the greater Los Angeles area. AV Transportation Services has been exemplary in all aspects of operations, including but not limited to: on-time performance, high trip volumes, knowledgeable and skilled employees, excellent standards of appearance, pristine vehicle condition and cleanliness, branding and appearance, document retention, reporting requirements, lawful compliance, audits, certification, credentials, training, and much more. We have demonstrated our skills as both a transportation provider and community leaders to ensure productivity and successful operations, while avoiding unnecessary incidents and complications. We have worked to consistently raise the bar and push ourselves to constantly improve. Simply put, we are good at what we do and will only get better. Despite many economic obstacles, AV Transportation Services is financially capable, has not only stood strong against all tests, but thrived through them, continuing to create jobs for local residents and investing even further into the Antelope Valley and Los Angeles County. AV Transportation Services has proven through our experience, knowledge, abilities, and strengths, our ability to be the successful partner that the Los Angeles County Metropolitan Transportation Authority seeks. As an industry recognized transportation provider, our innovative and progressive strategies separate us from those who have been unsuccessful in adapting to this new business model. Our motto "Driving our community to mobile independence" is perfectly in sync with the vision for the Los Angeles County Metropolitan Transportation Authority. We understand the fundamental requirements of transportation, how to effectively and concisely communicate across the LA County transportation industry, and our commitment for assisting those without transportation options is second to none. Our company was designed to improve mobility within our community, improving all levels of services provided; Dial -A -Ride, Non -Emergency Medical Transportation, On Request Shared Mobility, Stretcher/Gurney and Taxicab, throughout the entire Antelope Valley and areas of Los Angeles County. The experience and knowledge within the company is found deeply rooted in the Minasyan family. The Minasyans first entered into the world of transportation in 2007 when they acquired a dilapidated Taxicab business in Lancaster. The family changed the business name to Yellow Star Cab and ascended the business from a handful of Taxi Cabs, to over fifty in a matter of three years. AW Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 19 TRANSPORTATION - SERVICES The successful operations naturally led the Minasyan family to expand into other transportation services, and hence, AV Shuttle & Tours was formed providing shuttle and limo service. Shortly after, High Desert Medical Group (HDMG) approached AV Shuttle & Tours requesting to provide Non -Emergency Medical Services (NEMT). After licensing, certifications, and registering with the state, the NEW operations of the family's transportation companies began thriving too. Additional opportunities arose when the family was once again approached by the community for business opportunities with AVTA providing Dial -A -Ride service through the broker American Logistics. Becoming more and more vested in the transportation industry and the AV community, the Minasyan family's investment was expanded in 2009, when their son Artzrun, started to devote more attention and professional skills into the family business. Throughout this time and the years to follow, the family was blessed by additional growth as bigger contracts and larger scopes of work were awarded; one of which was with Transdev for AVTA's Dial -A -Ride project. In 2014, the family had experienced numerous changes and Artzrun decided that he would take over the family business. Throughout the course of a couple of years, it was a smooth and gradual transition but again, opportunities for change and growth were presented. AVTS embraces the ideals behind advocating company and community growth. AVTS is a local business which is rapidly expanding and intends to hire locals from the Antelope Valley, while offering new positions, promotions, and growth within the company. The revenue AVTS generates is also then reinvested into our community, by both our employees as consumers, with business practices focused on hiring other local small businesses, especially those who are disadvantaged. AVTS is deeply committed to fostering strong relationships and making a meaningful impact in our community. Through our close partnerships with local organizations, such as the City of Lancaster, City of Palmdale, County of Los Angeles, Antelope Valley Transit Authority, Antelope Valley Sheriffs, and the Lancaster Police Department, local hospitals, facilities, organizations, governments agencies, and many other community involved entities, AVTS works to strengthen ties across the Antelope Valley region. The Antelope Valley Transportation Services - Chief Executive Officer, Artzrun Minasyan's, role as the President of the city of Lancaster's BLVD Association exemplifies the organization's dedication to enhancing the area's vibrancy. Artzurn also serves as a Director on the executive committee for the AV College Foundation, further highlighting AVIS' commitment to youth and educational advancement. He also works diligently as the Treasurer and serves as a Director on the executive committee of the Antelope Valley Economic Development & Growth Enterprise focused on driving AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 110 TRANSPORTATION AVSERVICES community growth and development. He is also a dedicated director for the Antelope Valley Sheriff Boosters, where he helps support local law enforcement initiatives, ensuring that the community's safety and well-being remain a top priority. Beyond these efforts, Artzrun Minasyan and AVTS are proud contributors to local charities, events, fundraisers, and various community -focused partnerships. This ongoing involvement echoes the strong relationships AVTS has nurtured troughout the Antelope Valley and surrounding areas, demonstrating a genuine dedication to service, development, and the betterment of our community. We look forward to extending our engagement to our new partners, the City of Rosemead. From inception, the Minasyan family and now the successor, Artzrun Minasyan, have conducted honest, sincere, and devoted relations with their operations; constantly flourishing and raising the bar as they progress and evolve with changing times. The Minasyan family and the Antelope Valley have been holding hands together to improve the mobility of our community for well over a decade. Constantly supporting one another and empowering growth and the well beingness of Los Angeles County and our residents. 77 AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 111 TRANSPORTATION - SERVICES Company Financial Information AV Transportation Services is in a financially stable position with robust financial resources and strategic contracts. Here's a detailed breakdown: Financial Stability of AV Transportation Services: 1. Assets and Investments: AV Transportation Services holds over $800,000 in a brokerage account with Charles Schwab. This indicates a substantial liquid asset base that can be utilized for various purposes such as operational expenses, investments, or contingencies. 2. Credit Facilities: The company has a large line of credit with Mission Bank. This credit line provides additional financial flexibility, enabling AV Transportation Services to manage cash flow fluctuations, fund expansion projects, or capitalize on business opportunities as they arise. 3. Stability and Balance Sheet Strength: AV Transportation Services is described as having a strong balance sheet. A strong balance sheet typically implies healthy financial ratios, adequate liquidity, manageable debt levels, and solid equity. This foundation is crucial for financial stability and resilience against economic downturns or unexpected expenses. 4. Contractual Agreements: The company has secured contracts with various entities, including government agencies, facilities, hospitals, and potentially others. These contracts range from short-term (month-to-month) to longer-term agreements spanning up to five years. Government contracts often provide a stable revenue stream due to their predictable nature and adherence to payment schedules. Contracts with hospitals and facilities can also be reliable, particularly if they involve essential services or transportation needs. 5. Financial Capability for Projects: AV Transportation Services is capable of covering organization expenses and costs associated with significant projects such as the City of Rosemead project. This indicates not only financial strength but also operational capability and strategic planning to undertake and manage large-scale initiatives. Financial Stability of CEO Artzrun Minasyan: While specific details about the finances of CEO, Artzrun Minasyan is private and confidential, it's inferred that his leadership is instrumental in maintaining the financial stability and strategic direction of AV Transportation Services. A competent CEO typically plays a crucial role in securing contracts, managing financial resources effectively, and guiding the company through growth and stability. In summary, AV Transportation Services appears to be well-positioned financially with substantial liquid assets, a strong balance sheet, access to credit facilities, and a portfolio of Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 112 TRANSPORTATION - SERVICES diversified contracts. These factors collectively contribute to its stability and capability to undertake and sustain operations, including significant projects like the City of Rosemead project. List of Relevant Lawsuits AVTS has not had any relevant lawsuits that resulted from any project where litigation is still pending or has occurred within the last five years, in addition AVTS has never utilized subcontractors, and opts to provide all services within the current operation. AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 113 Experience R. Contractor Summary SERVICES RTATION LR NSPORTATION - SERVICES Public Sector AV Transportation Services operates numerous contracts and services throughout the Antelope Valley and Los Angeles County. AVTS currently has contracts with and manages reservations and participants for the following types of transportation: Paratransit, Microtransit, Non -Emergency Medical Transportation, Non - Medical Transportation, , Transportation Coordination, and Private Transportation. Antelope Valley Transit Authority (AVIA): The Antelope Valley Transit Authority provides transportation for a population of 450,000 residents throughout a 1,200 square mile service area. AVTS's current contractual relationship with AVTA spans across three distinct programs: Dial -A -Ride (DAR), On -Request Microtransit Ride Service (ORMRS), and Non -Emergency Medical Transportation (NEMT). The DAR program is a Membership -based program, with the general requirements for eligibility that includes age (62 years of age or older), Documented Disability, or Member's resident location in rural zone. For this program, AVTS offers Curb -to -Curb Transportation, allowing operators to assist passengers within 15 -feet from a service vehicle. Members within this program are allowed to request transportation up to 30 days in advance or same-day, on -demand service. As a part of the program, AVTS also offers the following services to its members: transporting packages, transporting life support equipment, transporting children, and ability to request a standing/subscription transport. In May 2020, AVTS launched a training program to assist riders on a newly deployed automatic reservation application. Through this program, AVTS was able to understand on an even wider scope the needs of the local community, and was able to implement over -the -phone training protocol for passenger application inquiries. AVTS has and will continue to provide support to any and all local agencies who call upon us for services. We take great pride in providing flexible, unique services to the community; adapting our services to any conceivable requests and requirement. Our service is designed to ensure accessibility, convenience, and sustainability, utilizing a fully electric fleet of vehicles provided by AVTA to facilitate eco -friendly transit solutions. In addition to our ride services, AVTS innovated a structured charging plan specifically for the Antelope Valley to support the sustainability of AVTA's fully electric fleet. AVTA's vehicles follow a strategic charging schedule, incorporating both opportunities charging throughout the day and overnight charging at our designated facilities. This ensures maximum vehicle availability and operational efficiency while maintaining our commitment to zero -emission transportation. Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 115 AVTRANSPORTATION SE RVICES The On -Request Microtransit Ride Service is a program offering on -request ride service along AVTA Bus routes 50, 51, and 52. ORMRS connects passengers to and from the rural communities of Lake Los Angeles, Pearblossom, Littlerock, and Sun Village with the rest of AVTA's local transit system. ORMRS offers the next available, same day bookings with an average response time of 30 minutes. For this program, AVTS proudly uses a fleet of electric buses to further AVTA's efforts in converting to green energy. In September 2020, AVTS launched this new On -Request Microtransit program for the southeastern portion of the Antelope Valley. In conjunction, AVTS launched a marketing campaign, utilizing our internal staff, to conduct face-to-face marketing. The results of the personal interactions drove our pilot program to new heights, currently rivaling ridership rates of the Fixed -Route system in the same area. AVTS has been able to grow our current DAR/MT services nearly 45% in 5 years since contract inception. AVTA's NEMT program spans across thirteen facilities located in the Antelope Valley. We offer Ambulatory, Wheelchair, and Gurney Level of services for the following facilities: Kaiser Permanente, Bartz-Altadonna, Palmdale Regional Medical Center, AVORS Medical Group, LA County Department of Health Services (DHS), High Desert Medical Group, Antelope Valley Hospital, City of Hope- Lancaster, Care Net, Fresenius Kidney Center, Women's Clinic of AV, Embassy Surgery Center, and Wesley Healthcare Centers. AVTS offers subscription based, pre -scheduled, and on demand booking for this program. Please see below for a summary of the contract details • Contract Duration: 5 -year initial term, with two 1 -year extensions • Contract Cost: Approxmiately $17,625,000 • Annual Ridership: Approximately 104,000 passengers transported in 2024 • Name & Title: Cecil Foust — Procurement and Contract Officer • Phone Contact Information: (661) 945-9445 Access Services Contract: Backup Provider Services. AVTS is currently the backup provider for Access services in the Antelope Valley, Providing last minute assistance as needed to provide transportation to those in need. • Contract Duration: 3 -year initial term • Contract Cost: Approxmiately $50,000 • Annual Ridership: less than 5,000 passengers transported in 2024 Name & Title: Mayra Perez — Project Administrator • Phone Contact Information: (213)-270-6000 AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 116 TRANSPORTATION - SERVICES Private Sector Antelope Valley Medical Facility Contracts and Services: AVTS frequently transports members to and from appointments at various medical facilities throughout the Antelope Valley. As our drivers have become staple visitors, coming and going from these facilities on a daily basis, we have had upper management reach out to contract our services directly. We currently have contracts with the following medical facilities or health groups: Sierra Medical Group, High Desert Health Systems, Advanced Imaging Centers, and Department of Rehabilitation. The two main groups associated with these providers are the Sierra Medical group and the High Desert Health System. The Sierra Medical Group consists of 50 Primary Care Providers, 300 Specialists, and 3 local hospitals. High Desert Health System is a group of five clinics in the Antelope Valley Area run by the Department of Health Services Ambulatory Care Network, which is comprised of: High Desert Regional Health Center (HDRHC), Antelope Valley Health Center (AVHC), Lake Los Angeles Community Clinic, Littlerock Community Clinic (LLACC), and South Valley Health Center. AVTS, through its various contractual partners, has gained rapport with local facilities in our world-class service for passengers that reside or attend to Hospice or Adult Daycare. AVTS currently has services with five main facilities: The Procare Hospice, US Medtrade Hospice, Oasis Hospice, Unity First Hope, All Seasons Healthcare, and Wesley Healthcare Clinic. AVTS provides Ambulatory, Wheelchair, and Gurney transport for these facilities, operating on both a pre -scheduled and on -demand based reservation service, coordinating transportation for a wide variety of clientele. AVTS has also been contacted by and contracted with three transportation brokers which primarily offer services to Worker's Compensation recipients: Transcend, Go T&T, and MTI America. For these relationships AVTS offers both Non -Emergency Medical and Non -Medical Transport, depending on the trip request. Transports typically consist of medical visits, airport transportation, special events, or group transportation requests. In January 2020, AVTS participated in events set up and led by the Antelope Valley Community College which included volunteering staff for community out -reach and coordination of job fairs. During this same time AVTS set up donations to multiple charities involved in the Antelope Valley, including support for local scout groups. This work extended to working with donation centers for food distribution to those in need in California City. Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 117 TRANSPORTATION - SERVICES Samaritan's Purse International Disaster Relief Transportation Assistance: AVTS provided support for the outdoor field hospital site and Vaccination Site at the Antelope Valley Fairgrounds and Antelope Valley Hospital. In January of 2021, AVTS, contracted by the City of Lancaster, provided transport for the charitable organization Samaritan's Purse International Disaster Relief to the AV Hospital for field hospital preparation. During the course of the field hospital construction, AVTS serviced over 300 rides to and from LAX and Burbank Airport. In a majority of these cases, AVTS was able to utilize Lyft and Uber services in order to have the most cost effective option possible for the City of Lancaster and Samaritan's Purse. Non -Emergency Medical Transportation Brokers: Across California, there are thousands of health insurance members who receive medical transportation as a part of their insurance benefits. AVTS and its family have contracted with various brokers throughout the state, transporting members for local, county, and state-wide appointments. AVTS has relationships with the following brokers: Call the Car, One Call Medical Transport, Access 2 Care, Modivcare Solutions, and Medical Transportation Management. Each of these contracts has its own specific requirements and performance metrics, with AVTS always surpassing the minimum requirements. Over the course of the company's history, we have had several successful Non -Emergency Medical Transportation Broker Contracts with companies such as Modivcare, Call the Car, Medical Transportation Management, and Procare Transportation to name a few. In AVTS's relationships with various NEMT brokers, we have developed relationships with health insurance plans or programs within the Antelope Valley Area. Our current relationships include working with: The Health Plan of San Joaquin, Brand New Day, The Catalyst Foundation, and Speakeasy Translation. AVTS is a supplemental provider for Brand New Day, a California health insurance program which offers non -emergency transportation as a covered benefit. The Catalyst Foundation is an organization dedicated to providing support to those impacted with childhood abuse and trauma. We transport passengers to and from educational sessions, social services, medical, and mental health facilities. Non -Medical Transportation (NMT): A vast majority of the contractual relationships AVTS is currently under provide services with an emphasis on medical appointments or transporting persons with disabilities, however AVTS has branched out to also provide Non -Medical Transportation to various companies and facilities. AVTS currently holds relationships with: Seven AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 118 TRANSPORTATION - SERVICES Southern California Branches of The Department of Social Services, LA County District Attorney Offices, Northrop Grumman, Lockheed Martin, and the National Cement Company. Most transportation requests from these partners involving transferring staff to different locations or assisting with group/company events. Kaiser Permenante: AVIS' largest Non -Emergency Medical Transportation (NEMT) program to date is its partnership with Kaiser Permanente, serving an average annual ridership of over 2500 completed trips. Through efficient standing orders, user-friendly booking methods, and a commitment to safe, reliable transportation, AVTS has become a trusted partner in ensuring timely and seamless patient mobility. We proudly accommodate all levels of transport needs, from gurney and wheelchair trips to ambulatory services, ensuring that every patient receives the care and assistance required for a smooth journey. Over the past year, our NEMT ridership has grown by over 200%, reflecting the strong trust and reliability that brokers and contractual partners place in AVIS. In response to this demand, we have doubled the size of our NEMT fleet, reinforcing our capacity to deliver high-quality service across all levels of care. Operating 24/7, 365 days a year, AVTS continues to produce consistent and dependable results for Kaiser Permanente and its patients. Our unwavering commitment to safety, efficiency, and accessibility ensures that we remain a leading provider in the NEMT industry, dedicated to enhancing patient care and healthcare logistics. Please see below for a summary of the contract details: • Contract Duration: Ongoing Transportation Services, Inception March 2024 • Contract Cost: Annual Estimate: $175,000 • Annual Ridership: 2,500 • Phone Contact Information: 661-723-2488 • Name & Title: Dr. Suzy Ghazarossian — Chief Operating Officer Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 119 Proposed Service Model taw 0 ORTATION SERVICES TRANSPORTATION - SERVICES Administration, Coordination, and Management of Rosemead Transit Systems AV Transportation Services is submitting this bid proposing to act as the administrator of the City of Rosemead program for the entire project, providing transportation service and management of the City of Rosemead's transit system. One of the key components to this RFP is the ability to utiize a electric fleet of vehicles, AVTS has unique experience in transitioning to electrification while simultaneously providing contracted services. For the dispatch technology solution for this proposal, AVTS has partnered with Via Transportation Inc, an industry leader in providing on - demand technology software. As described earlier in the proposal summary section, AVTS is proposing a three pronged approach to deliver services in the Rosemad Transit System, details of the proposal are contained below: The First Prong: Dial -A -Ride and Micro -Transit Services AVTS will be able to set up a on -demand service for the Dial -A -Ride and Micro - Transit participants that will meet and exceed each requirement in the proposal, aligning with the vision of the City of Rosemead.. AVTS is proposing a plan to utilize two ADA accessible vehicles for all 365 service days described in the RFP. On an annual baisis, the City of Rosemead has provided that there are 359 days of regular service and 6 days of reduced holiday hours. In total, the service operates for 13 hours on a regular day and 8 hours for holiday, making an annual in-service operational hours to be 4,715. In order to deliver this scenario with two vehicles, AVTS is projecting to double these hours in order to provide adequate availability to service the 129 registered users and 39 or more active users of the Dial -A -Ride service and for existing and new Micro -Transit ridership. For this portion of the service scenario, AVTS projects a total of 9,430 annual service hours, estimating a cost of $188,600 in annual driver hourly wages. For the vehicles that would deliver this portion of the service, AVTS has gathered quotes for both electric and gas powered vehicles. Due to the time constraints of the RFP and availability of electric vehicles, AVTS has only been able to secure quotes from select vendors, and AVTS has selected a partner that is synonomous with ADA accessible transportation in the greater Los Angeles Area, Sunset Vans. After reviewing all different options for fully electric vehicle, AVTS has selected the model that we believe will offer the City of Rosmead the greatest flexibility, but will also align with the ervices requested in the RFP. When working with our Sunset Vans representative, we Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 121 TRANSPORTATION - SERVICES have selected a new fully electric 2023 Ford eTransit (fully electric) 250 148"EL high roof van with 10 seats (2 OEM front driver + passenger) and 8 removable GO -ES seats in the back rear lift ADA van. Please see seating and equipment design below: SINGLE SINGLE SINGLE SEAT SEAT SEAT ' 1t n D SINGLE _ SINGLE — SINGLE .,.,. n SEAT SEAT SEAT SINGLE SEAT SINGLE SEAT With this 8 -person configurable seating, AVTS will be able to tailor each vehicle utilized for this service to meet the passenger and equipemnt demands. The eTransits have an AdaptaFloor conversion with removable seats, allowing the seats to be moved around the floor of the van to different positions or remove them altogether. This will offer flexibility within the vehicle layouts, as well as ensuring that all passengers receive an ADA compliant vehicle. The cost of these vehicles is approxiamtely $104,000; with two vehicles in the Dial -A -Ride fleet, the anticipated cost of delivering two vehicles for this poriton of the project is estimated at $208,000. As an additional option, AVTS also secured quotes for vehicles with similar layout that are ADA compliant gas -powered vehicles. For brand new vehicles, such as a 2024 Toyota Sienne Hybrid, a 7 -passenger, side entry, in floor manual ramp, the quoted cost would be approximaely $80,000. For an 2024 Chrislyer Pacifica 5 -passenger vehicle, equipped with a Bruanability manual side entry ADA conversion, the quoted cost would be approximaely $78,000. When gathering additional quotes for used ADA Accessible wheelchair vehicles, AVTS has found multiple quotes between $35,000-40,000 that would be readily availabe for acquisition. Based on AVTS previous experience and to promote cost effectivness, AVTS would suggest utilizing a combination of a Gas and Hybrid Vehicle, projecting the cost of this portion to secure vehicles to be with a range of $70,000-158,000, and AVTS would recommend pairing the providing quote of the Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 122 LR - SERVICES 2024 Toyta Sienne Hybrid and a Used 4 -passenger ADA Accessible wheelchair vehicle for approximatley $115,000 cost. The Second Prong: Ride -Hailing Services The concept behind this segment of the transit service would be to act as an overflow agent to the Dial -A -Ride and Microtransit Vehicles. Once a Dial -A -Ride and Microtransit vehicle time slot has been filled and no option for ride sharing or avaibility to schedule within the alloted reservation window, the transport request would be delivered to Lyft, the public ride -hailing service. The connection to the Lyft platform would occur through the Via software solution, with the ability to set custom guidelines, zones, and ridership controls to ensure that the City's guidelines for passenger use are automatically met and enforced. AVTS based its cost projection for this service with the idea that the first two portions of the service would deliver at minimum all existing Dial - A -Ride Transports and half of the total Explorer Ridership, leaving approximatley 24,000 trips or more to be delivered in this segment. AVTS also utilized projections provided in the Septeber 2024 City Council Meeting to estimate a cost of an average of $10 per trip. Based on these factors, AVTS estimates an annual cost of approximately $240,000- $275,000 for this segment of the services. The Third Prong: Fixed Route Services AVTS would dedicate one vehicle to this portion of the Transit system, for a proposed combination of the existing Explorer routes. AVTS firmly believes that this portion of the transit services would act as the backbone, tying this hybrid model together. As the transportation industry begins to move more and more in the direction of the on -demand and ride -hailing model, this type of service still delivers efficency and effectivness that is only possible with a smaller, more concentrated ridership of a fixed route service. On an annual baisis, the City of Rosemead has provided that there are 362 days of regular service, with reduced hours on weekends. In total, the service operates for 15 hours on a weekday and 7 hours for weekends, making an annual in- service operational hours to be 4,613, AVTS estimated annual driver wages to be approximatley $92,260. AVTS would utilize the same Electric vehicles as listed in the Dial -A -Ride and Microtransit Section, the quote for the electric vehicle would remain the same as previously described, at approximately $104,000. The Gas Vehicle proposed for utilization would be a 10-12 passenger ADA accessible van, these quotes range from $60,000-90,000, and are readily availabe for Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7049 Page 123 VTRANSPORTATION ER SVICES aquistion, provided by Sunset Vans; AVTS would select a current available vehicle for approximatley $75,000. Technology Solutions: Dispatch Software AVTS would like to introduce the technology solutions crucial to delivering the requested services. For our dispatch software, AVTS has selected the technology partner that currently asssists AVTS in delivering on -demand based services with a fleet of ninteen electric vehicles, Via Transportation, Inc. By partnering with AVTS and Via Transportation as the technology provider, the City of Rosemead and its riders will benefit from the power of our market -leading transit software. As global technologists with extensive experience delivering Micro -Transit service on our platform, we have prioritized the development of features that directly address the day-to-day needs of delivering Micro -Transit service, offering unparalleled efficiency, an exceptional rider experience, and high quality of service. The Via platform consists of three main components: • Rider Application: Via will provide the Rosemead with a white -labeled Rider Application, which will be both iOS and Android compatible. Our Rider Application provides riders with an all -in -one location for booking, tracking, and canceling rides, providing feedback, and contacting support in real-time. The application also offers configurable rider communications to ensure transparency through events such as service changes, expansions, or disruptions. Via's Rider Application has been downloaded by millions of passengers and consistently receives glowing reviews. • Driver Application: Our driver -facing application has been developed to make drivers' jobs safer and easier, enabling them to deliver an exceptional rider experience. • Via Operations Center: The Via Operations Center (VOC) is the central application that the operator will use to manage every aspect of the City's service. The VOC allows our operators to optimize service performance and maximize cost efficiency through sophisticated automations and robust data reporting (described in more detail below). The VOC also preserves significant Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 124 TRANSPORTATION - SERVICES flexibility to allow operators to manually respond to complex service incidents in real-time when needed, ensuring ongoing oversight, strong customer support, and a consistently high quality of service for riders. Dispatch, Operations, and Reporting Platform Utilization Average Rating AN Calexico 4.8 4.9 - ON OENANO Richmoncl moves 3.5 4.8 moves LINK 3.4 4.9 Key Performance Indicators for a selection of Via's turnkey microtransit services in California Driver App Av Transportation services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 125 TRANSPORTATION - SERVICES Algorithms to Maximize Service Quality and Efficiency All components of the Via software suite are powered by ViaAlgo, our proprietary routing, aggregation, dispatch, and demand prediction algorithms. These algorithms are the foundation of our platform, achieving the lowest cost per ride in the industry while maintaining a high-quality customer experience. With machine learning and artificial intelligence, our algorithms become smarter over time, continuously optimizing pickups, drop-offs, and routing while dynamically updating riders, drivers, and administrators with real-time information. These algorithms are configurable and can be adjusted to accommodate a diverse and nuanced set of local needs, ensuring that we can optimize the use of our technology platform to best meet the City's service goals and objectives. Automated Scheduling, Dispatch, and Reservations As described above, the Via platform supports fully automated scheduling, dispatch, and reservations, allowing passengers to book trips in real-time via phone, mobile application, and/or web browser. Once a rider has selected their pick-up and drop-off locations, the Via algorithm matches the requested ride with available seats across the fleet, assigning the rider to a vehicle for a convenient personal trip that also optimizes for efficiency across the entire service. This guarantees reliable service, including high rates of on-time performance and customer satisfaction. a<s, . .. . 0 e 0 o a Mor—g, Where would you like to go? iap to seats tlertination Q Q ®,aptovddymwu dmss oQChanning H- AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 126 TRANSPORTATION - SERVICES *1 Via SaaS Pricing Proposal for City of Rosemead via Description Installation Fee Upfront, One -Time Fee Fixed Monthly Fee - Up to 4 Active Vehicles12 Annual & Monthly Fees Total 18 -Month Cost (Base Term) Total 4.5 -Year Cost (Base Term + Option Years) Incremental Monthly Fee per Vehicle - Active Vehicles 5+' Memo: Minimum Annual Fee 4 Active Vehicles Amount $15,000 $1,600 $300 $19,200 $43,800 $101,400 ' Payable upfront annually as the Minimum Annual Fee. ' An active vehicle is defined as the maximum number of distinct vehicles that use the Via Solution on any given day over the course of the applicable calendar month. The VOC is the heart of all dispatching operations, serving as the central hub for trip management, rider coordination, and system optimization. All dispatching flows through the VOC, where the 'Ride Plan" page provides live shift information, including trip details, pickup statuses, and on-time performance tracking. Dispatchers have the flexibility to manually adjust trips to ensure optimal efficiency or allow VIA's automated system to optimize scheduling in real time. Complete control over each shift is maintained, with the ability to lock shifts to prevent additional rides or open them as needed. Beyond dispatching, the VOC houses a comprehensive rider database. When a passenger is approved for Dial -A -Ride, the city would be able to create a detailed rider profile in VIA, ensuring that essential information—such as mobility device requirements, personal care assistants (PCAs), favorite locations, home address, eligibility details, and contact information—is accurately stored and easily accessible for seamless trip scheduling and rider management. The VOC also facilitates comprehensive future shift planning, allowing shifts to be scheduled up to 90 days in advance with a high degree of customization. This advanced scheduling capability ensures seamless management of standing orders, vehicle assignments, driver availability, and overall system efficiency. VIA allows has full control over break times and shift durations, with the flexibility to either manually define specific break periods or allow the system to automatically calculate breaks based on AV Transportation services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7042 Page 127 AVTRANSPORTATION sE RVICES predefined hourly parameters. This ensures compliance with labor requirements while maintaining optimal service coverage throughout the day. Shifts can be tailored to operate only on specific days of the week, providing the ability to designate recurring schedules that align with service demand. Additionally, each shift can be assigned custom start and end locations, allowing precise control over vehicle deployment and reducing unnecessary deadhead mileage. The VOC also enables the use of shift tags that dictate the types of rides allowed on a particular shift, in order to have a more precise control of rides. These tags specify whether a shift is dedicated to Dial -A -Ride (DAR), Microtransit, any other designated service type, or a combination of service types, ensuring that each shift is optimally assigned based on vehicle and driver availability. Additionally, the VOC serves as a critical tool for incident reporting and management. Dispatch agents can create and document incidents within the system, with an integrated reporting feature that ensures timely communication with upper management for resolution. For service area management, the VOC's map functionality enables easy boundary adjustments and precise control over drop-off and pickup locations. Management can refine service zones and even dictate specific drop-off points—such as designating that a passenger should be dropped off behind their residence instead of at the front. Furthermore, the VOC offers a robust reporting tab, providing in-depth analytics that empower AVTS to monitor, evaluate, and optimize operations with precision. The system compiles real-time and historical data on ridership, trip volume, mileage, service hours, total passengers, and overall fleet efficiency. Key performance indicators (KPIs) such as on-time performance tracking allow AVTS to assess service reliability by measuring the percentage of trips completed within their designated time windows. Pricing data and fare revenue tracking are integrated into the reporting tab, offering financial insights. The VOC's reporting system supports compliance with regulatory requirements, including National Transit Database (NTD) reporting, ADA eligibility tracking, and other local and federal reporting mandates. This ensures transparency in service delivery and helps maintain eligibility for funding programs. Reports are highly customizable, allowing users to filter by date range, service type (Dial -A -Ride, Micro - Transit), geographic zones, rider eligibility status, and vehicle type. The system provides data visualization tools, including charts, graphs, and trend analysis, helping management quickly identify operational strengths and areas needing improvement. Reports can be exported in multiple formats, such as Excel, JPEG or CSV. With its deep analytical capabilities, the VOC reporting suite equips AVTS with the data -driven insights needed to maintain world class operational standards. With VIA AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Pa 9e 128 TRANSPORTATION - SERVICES mobility, AVTS has the ability to adjust on -demand schedules and shifts instantly, and maximize their efficiency using VIAs powerful algorithm. For Fixed Route schedules, AVTS is able to adjust prescheduled fixed routes as necessary within VIA, and even set templates for holidays, occasional service changes, and any other schedule outside of the normal service hours Coverage Zone AVTS has drafted the following zone to be utilized for the purposes of this project, in doing so, has created a editible and replicable map that can be easily adjusted as the City sees fit: Pasadena Monrovia Arcadia Duarte South I\ Pasadena Temple City Baldvnn P: EI Monte We South EI Monte La Pr Commerce Maywood Pico Rivera Bell Whittier Customer Service and Dispatch Delivery AVTS would provided a dedicated reservation and dispathc personnel that would be locally stationed in the City of Rosmead. As apart of this proposal, AVTS would open a satiellite office in the City, in order to house these personnel and as a storage location for the service vehicles. This facility would as the main point of reservations and dispatch, with overlfow protocols being directed to our main facility and call center within. AV Transportation Services has an existing, experienced Call Center with a staff who are already familiar with the Los Angeles County community and the passengers AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 129 TRANSPORTATION - SERVICES that reside within. The AVTS Call Center is one of a kind, designed by Zruni Designs, creating a joyful and welcoming environment to maximize efficiency. In our call center, we have recruited and trained staff to accept reservations, provide detailed program information, fare pricing, market existing services, and provide world-class customer service. Our Call Center adheres to various, strictly enforced policies and procedures to ensure customer satisfaction and metrics are met. AVTS personnel policies conform to state, federal, local, wage, worker's compensation, EEO, 49 CFR 29/40/655, FTA, DOT, and ADA regulations. AVTS utilizes the VoIP system 8x8 to handle our current call center needs. With 8x8 scalability is easy and quick, allowing for maximum flexibility in agents and locations. AVTS Call Center Staff shall includes English and Spanish multi-lingual representatives, with multiple on shift at all times to maintain a sufficient ratio, thus ensuring Spanish-speaking customers experience the same quality of both customer service and wait time. In addition, AVTS has an existing relationship with an interpreter service, Interpreter's Unlimited, allowing AVTS to provide stellar service to any caller, regardless of spoken language. AVTS Call Center meets all technical requirements listed for internet, phone system hardware, Mitel VoIP System. In addition to reservations and dispatch, AVTS would be responsible for general customer inquiries, customer complaints, and escalation procedures to City of Rosemead Personnel. One of the most important tiers of our proposed solution is customer service. We are well known and valued by the community for our unmatched, world class customer service of both our Company staff and representatives. Our clients are accustomed to having their expectations exceeded by having a reliable, safe and simple service guaranteed by our responsive and courteous staff. This level of hospitality extends not only to our passengers, but also to the facilities, centers, residences, etc. We know our clients and that doesn't just mean a name on a screen or a random string of characters representing some kind of identification number. 8x8 Solutions 8x8 Inc. is the current Voice over IP (VoIP) SaaS solution that enables AVTS to manage both internal office communications and a fully operational call center with efficiency, scalability, and data -driven insights. Through M's cloud -based platform, AVTS ensures seamless connectivity across departments, high-quality customer interactions, and real-time performance monitoring, all within a secure and reliable telephony infrastructure. Key Features & Benefits of the 8x8 Contact Center Solution: Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 130 TRANSPORTATION - SERVICES • Personalized VoIP phone lines, ensuring each staff member has direct access to incoming and outgoing calls with enterprise -grade call quality. • Call recording capabilities, allowing for documentation, compliance, and quality assurance. • Voicemail services, enabling efficient message retrieval and call-back management. • Call screening functionality, allowing users to filter and prioritize calls based on caller ID, time of day, and other customizable settings. • Advanced telephony features, including call forwarding, conferencing, auto - attendant, and directory access, ensuring seamless workflow and collaboration across teams. Mobile and remote capabilities, allowing office staff to access their VoIP system from any location, ensuring continuous communication even outside the office. By leveraging the X2 license, AVTS ensures smooth and reliable in- house communication, optimizing coordination between departments while maintaining professional -grade customer interactions. • Multiple call queues, ensuring that incoming calls are managed effectively, reducing hold times and optimizing agent workloads. Call queue screening, allowing AVTS to prioritize urgent calls, assign them to the appropriate agents, and filter unnecessary or spam calls. • Easily scalable agent infrastructure, enabling AVTS to quickly adjust staffing levels based on call demand, ensuring smooth operations during peak periods or service expansions. Customizable recording policies, allowing AVTS to tailor call retention settings based on legal and operational requirements. • Real-time analytics dashboards, giving supervisors instant insights into call volume, wait times, service levels, and agent performance. Agent productivity tracking, measuring key performance indicators (KPIs) such as average handling time, resolution rates, and customer satisfaction scores. • Live call monitoring, allowing supervisors to listen to active calls for quality assurance, coaching, and escalations. Whisper and barge -in functions, enabling supervisors to coach agents in real time without the customer's knowledge or take over a call if necessary. • Performance-based call routing, assigning calls to agents based on expertise, experience, and real-time availability. Detailed ticketing system, allowing agents to log customer inquiries, track issue resolution, and escalate cases when needed. • Scalable deployment, making it easy to add new agents, create new call queues, or expand IVR systems as service demands grow. AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7042 Page 131 VLR NSPORTATION SERVICES Expert Knowledge Comes with Training & Experience: AVTS has the most successful and highest performing team in both customer satisfaction and on-time performance, which consistently averages over 98%. Our staff enters a month-long training program that orients them to our visual and performance goals. AVTS prides itself on building personnel from within, growing leaders in the industry using local talent, hired from within the community. Everyone is Unique. That is why we strive to get to know each and every one of our passengers. Simple adjustments can make the world of difference depending on the passenger's needs. Building familiarity between operator and passenger is vital to increasing the sense of safety and security for all passengers. AV Transportation Services is deeply rooted and involved within the Antelope Valley Community. AVTS is a community -driven company. We have transformed from the original concept of a taxicab service into a multi -faceted non-medical, non -emergency medical, subscription based, program based, transportation management company. As we have transformed, our community -centric ideals have remained firm. We're not a big conglomerate, we're local. Our vision is to deliver the community world class service like a large entity, but keep our warm, local service. In the past year alone, AVTS has provided and been engaged in a variety of community programs and charities; providing our world class customer service and transports when needed. AV Transportation Services whole-heartedly believes that first impressions matter, which is why you'll find a smile upon our vehicle operator's face at each and every pick-up we perform. Building relationships heightens our service because everyone's unique. That's why we strive to get to know each and every one of our passengers. Simple adjustments can make the world of difference depending on the passenger's needs. Building familiarity between operator and passenger is vital to increasing the sense of safety and security for all passengers. Driver Training AVTS shatters the industry minimum (4 -hour) guidelines for vehicle operator compliance training, while AVTS conducts a total of approximately 48-72 hours of combined online, in person, and field training. AVTS has mandatory monthly meetings and training for all employees. Americans With Disabi/itiesActComp/lance AVTS prides itself on being ADA compliant in order to provide equitable service to all passengers. In addition, all AVTS vehicles are ADA compliant and are able to transport all compliant Mobility devices. Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 132 VTRANSPORTATION ASERVICES AVT5Handbook Training: AVIS Employee Handbook training covers the company's policies regarding: Code of Conduct, State & Federal regulations, Equal Employment, Customer Service, Harassment & Retaliation Prevention, Uniforms & Standards of Conduct, and Operational procedures. Conflict Resolutions: AVTS trains all employees in de-escalation techniques, a list of topics to stray away from during customer interactions, as well as education in conflict avoidance techniques. AVTS has multiple supervisors trained in conflict resolution, with a robust internal investigation procedure. Defensive DrivinQTraining: A part of the on -boarding process for safety -sensitive employees is to obtain a certificate of Defensive Driving administered by the National Safety Council. After receipt of certificate, AVTS in addition performs in-person training and field evaluations with rigorous criteria. Distracted Driving TrainincZ One of AVTS's training protocols and safety policies is focused on reducing all actions that would result in distracted driving. In order to curb potential phone use, AVTS has placed phone mounts in all vehicles that must be used during a driver shift. AVTS's operator policies include: mandating drivers to use Bluetooth headsets at all times and Company -Provided Devices must only be used while the vehicle is not in motion, safely, and legally parked. In addition, Drivers are trained to set GPS directions before departing to or from a pick-up/drop-off location. DOT/FTA Drug and Alcohol Awareness Training; in compliance with Title 49 CFR Part 40 and Title 49 CFR Part 655: AVTS has a robust Drug and Alcohol Program which includes a minimum of two-hour training session specifically geared to address the policies, procedures, and effects of various drug use. Throughout the on -boarding process, each of our training programs or certificate programs touches on these points in respect to each duty or task. First Aid, CPR, AED Training AVTS requires all potential candidates for safety sensitive positions to either have or obtain a CPR certificate approved by the American Heart Association. If a candidate does not possess a CPR Certificate, AVTS mandates training through the National Safety Council Program. Fraud, Waste, and Abuse Training AVTS requires all employees to undergo FWA training in order to spot potential fraud, waste, and abuse by passengers, employees, officials, or otherwise. In the event that a potential FWA incident is reported, it follows AVTS's chain of command up to and including the President. HIPPA Training: AVTS requires all employees to sign confidentially and non -disclosure agreements in addition to the HIPPA training during the on -boarding process. Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7042 Page 133 LR NSPORTATION - SERVICES Passenger Safety andSensitivity Training. Before a potential candidate is scheduled for field training, the applicant must complete and receive a certificate from the Community Transportation Association of America in Passenger Basic Safety and Sensitivity. Our customer service protocol compliments this portion of the training program. Post Accident. All AVTS Safety -Sensitive Employees are provided training on procedure and policy after a collision, no matter the severity. In summary, employees are trained to first protect themselves and their passengers, assess the health conditions of themselves and the passenger, assess the safety of the location of the vehicle, and make the safest possible choices. In addition, AVTS has multiple managers trained in post -accident procedures who are required to be at the scene of every accident. Program Soecific Training: AVTS currently trains all drivers for multiple programs, including: Dial -A -Ride (DAR), On -Request Microtransit (ORMRS), and Non -Emergency Medical Transportation (NEMT) services. DAR participants require use of a curb -to -curb level of assistance, with additional assistance provided within 15 -feet of the vehicle. ORMRS participants receive strictly curb -to -curb assistance. NEMT passengers at minimum receive door-to-door service, with a subset of AVTS drivers trained to handle Gurney/Stretcher level of service. Safety Training & Committee: AVTS currently has adopted the Federal Transit Authority's Public Transportation Agency Safety Plan guidelines and protocol. This includes mandatory safety training on a monthly, quarterly, and annual basis which includes safety protocols, hazard reporting, and safety committee meetings. Seat Belt Training: AVTS mandates that all passengers and drivers must wear seatbelts within company vehicles at all times. AVTS in addition teaches drivers a specific way to assisting with seat belts (palm facing away from customer) to ensure passenger safety and comfort. Technology Training AVTS utilizes multiple dispatching software, the current solutions being Via & Mediroutes. All drivers undergo a minimum of 3 -hour training in addition to field proficiency exams in utilizing the driver application versions of these software. Drivers are also trained on the passenger application and are prepared to assist passengers with enrollment, booking, and more. WheeichairSecurement Training. In order to provide the best training possible, each and every staff member is trained in wheelchair securement by a qualified Wheelchair Securement Trainer. In addition to completing this course, part of our field training is demonstrating proficiency in securing not only wheelchairs but all mobility devices. AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 134 LR NSPORTATION - SERVICES Background Checks AVTS conducts pre-employment DMV record checks and criminal background checks on all employees and will not knowingly hire any individual with a felony conviction to work on AVTS services under our employee agreement. In addition, we conduct background checks for all staff every six months, subscribe to the State of California Department of Justice criminal activity alerts, and are enrolled into the DMV pull notice program. AVTS conducts all background screens through Occuscreen, a nationally recognized background screening service. Drug & Alcohol Program: AVTS, in its various contractual partners, has adopted using the policies and procedures contained in DOT regulations 49 CFR parts 20,40, and 655. Adoption of and importation into AVTS's overall Drug and Alcohol policy. All candidates and safety sensitive employees are required to complete pre-employment drug screens that adhere to FTA/DOT chain of custody and other regulations. Once candidates are onboarded, they are automatically enrolled into our random drug and alcohol screening protocol. All employees consent and are informed of reasonable suspicion and FTA post -accident testing guidelines. AVTS has a zero -tolerance policy for failure to comply with this policy. To enforce this policy, AVTS has at its disposal 3 certified Drug and Alcohol Program Managers and 5 trained Designated Employee Representatives. Our drug and alcohol record retention policy states that all AVTS employee records are maintained for no less than five years, strive to compile a comprehensive record. Sixcess, Inc. manages all drug and alcohol test administration, MIS reporting, chain of custody forms and random selection algorithm. The AV Transportation Services Board of Directors adopted this policy for AVTS on August 29, 2016. Lytx Telematics- Vehicle Dashboard Cameras Lytx is the fleet management software (FMS) currently utilized by AVTS to enhance operational efficiency, safety, and vehicle oversight. This comprehensive SaaS solution provides real-time GPS tracking, intelligent video monitoring, and advanced driver coaching tools, ensuring a high standard of fleet performance and safety compliance. Real -Time Fleet Tracking & Monitoring. Lytx integrates directly with AVTS vehicles, providing live GPS tracking that enables precise location monitoring of the entire fleet. This real-time visibility allows dispatchers and fleet managers to optimize routes, reduce idle time, and ensure efficient resource allocation. Advanced Video Monitoring & Smart Perception Alerts Lytx enhances fleet safety with a state-of-the-art video monitoring system, utilizing both interior and exterior vehicle cameras. This system continuously records and detects critical events using AI -driven smart perception technology. Based on customizable settings, Lytx automatically records and flags incidents such as: Traffic collisions, speeding violations, Hard braking Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 135 TRANSPORTATION - SERVICES and sudden accelerations, Near collisions an defensive driving reactions, Driver distractions (handheld devices, eating/drinking, fatigue, lack of awareness), and Unsafe following distances. Each recorded "event" is automatically assigned to the corresponding driver, streamlining the coaching and review process for AVTS fleet supervisors. In -Depth Driver Coaching & Performance Analysis Lytx provides a robust coaching system that allows supervisors to review both up-to-date and historical driver performance data. By tracking patterns in driving behavior, managers can proactively identify trends and provide targeted coaching sessions, reinforcing safe driving habits and reducing risk over time. This preventative approach helps improve driver awareness and fleet -wide safety compliance. Comprehensive Vehicle Metrics & Maintenance Management: Beyond safety monitoring, Lytx offers detailed fleet analytics, enabling AVTS to track vehicle mileage on a daily and overall basis. Additionally, the platform includes a structured maintenance scheduling system, ensuring that all vehicles receive timely service based on actual usage data. This proactive maintenance tracking helps extend vehicle lifespan, reduce unexpected breakdowns, and optimize fleet reliability. AVIS Operator Hiring Procedures: • Screening begins Via Referral or Online Job posting: o Candidate must submit resume & minimum of three professional references • Candidate must have clean driving record and background check: o Candidate must provide copy of K4 DMV driving record o Candidate must be over 25 years of age o Candidate must have 3 consecutive years of valid license and driving experience Preferrable candidates have commercial driving experience with: paratransit, NEMT, curb -to -curb, EMT, NEMT, or other passenger - focused transportation service. Phone screen conducted to evaluate qualified candidates experience and potential application to AVTS operations. AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 136 TRANSPORTATION - SERVICES • In -Person Interview: o After conducting interview with Human Resources Manager, if approved, candidate is sent for pre-employment drug screen, background screen, and obtain the DMV K4 driving record print-out. • Once Candidate has cleared the credentialing portion, they must obtain certificates for Defensive Driving, CPR/First Aid/AED, Passenger Basic Sensitivity and Safety, and Wheelchair Securement. • Once Candidate has received certificates, they are to process to Office training portion covering Technology, Payroll Operations, Employee Handbook, Drug and Alcohol, and other Company Policies • After Office training is complete, candidate is mandated to receive at least 16 hours of in-person field training, with a maximum training time of 30 hours. • After Field training, candidate is given a proficiency test to cover all aspects of training. If a candidate's proficiency level is not satisfactory, candidate must retrain in-person for a minimum of eight hours. In the event a candidate does not pass the second proficiency exam, the applicant will be dismissed. Regulations Compliance AV Transportation Services embraces accountability and transparency. We maintain up to date, working knowledge in order to ensure compliance with local, state and federal regulations and guidelines including the Department of Transportation, the Federal Transit Administration and others. We incorporate these guidelines in our hiring and onboarding processes through thorough background checks, record checks with the Department of Motor Vehicles, drug and alcohol testing for safety sensitive employees, and training content. Vehicles are maintained to regulatory standards, with regular preventive maintenance and inspections. And we follow precise procedures to ensure accurate incident investigations in the event of an incident. The Quality, Compliance, and Logistics Managers retain and curate all employees, vehicle maintenance, training and program records to be made readily available for any required auditing purposes. AVTS prides itself on being ADA compliant in order to provide equitable service to all passengers. In addition, all AVTS vehicles are ADA compliant and are able to transport all compliant Mobility devices. AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 137 TRANSPORTATION - SERVICES Key Performance Metrics and Corrective Action Plans AVTS proposes the following performance metrics and guidelines for service: • Customer Satisfaction: Passenger will be able to rate their rides on a 1-5 scale rating as well as leave associated notes or comments. o Acceptable Performance: Transports are rated on average 4.5 stars or more o Borderline Performance: Transports are rated on average between 3.5-4.5 stars o Unacceptable Performance: Transports are rated on average below 3.5 stars • On Time Performance: Performance will be measured as the vehicle arrival time versus the provided 30 minute pickup window for the Dial -A -Ride and Microtransit Services, and the Fixed route will be based on a 5 minute window. o Acceptable Performance: On -Time performance of 90% or more o Borderline Performance: On -Time performance of 80-90% o Unacceptable Performance: On -Time performance under 80% • Share Ride Performance: Metric will be measured on the total amount of shared rides in the Dial -A -Ride and Micro -transit services o Acceptable Performance: Greater than 25% o Borderline Performance: Less than 15% o Unacceptable Performance: Less than 10% In the event that AVTS falls into the unaccepatable performance category in any metric for an extended duration, AVTS will have to submit a status report with a plan of action within 72 hours as well as attempt to correct any operation deficiencies in the immediate term. After review from the City staff, the City will then determine next steps on if action taken satisfies the deficienciy. If the City is not satisfied with the action plan, a 30 -day cure notice shall take effect, and weekly reporting would be delivered to City staff until the deficiency is corrected. If AVTS exceeds the 30 -day period, then liqudated damages would apply until the City determines the issue has been corrected. AVTS proposes a daily cost as the fee schedule for the liqudated damages, with the amount to be determined with City input. Monthly Reporting The City of Rosmead will be provided, in a format agreed upon, which includes all operational data and all available service metrics for the month. These reports contain all data required by FTA, National Transit Database Reports, and more. AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 138 TRANSPORTATION - SERVICES Additionally, we will prepare and provide any special reports or more detailed information upon the City of Rosemead's request and reasonable notice. Examples of data from monthly summary reports include: • Number of transports per service • Number of unique and repeat participants per month • Star ratings and customer feedback • On-time performance • Customer wait time • Average ride duration • Cancellations and No Shows • Number of WAV Requests • Call Queue Metrics • Fares and payments • Percent of shared rides AVTS is able to incorporate additional metrics into standard reports, as requested by the City of Rosemead. AVTS staff welcomes accountability and transparency, we offer a simple solution to export raw data and reports in an Excel format from a customized report that will be made available to City staff to be further analyzed or used as needed. Outreach for the City of Rosemead Transit System AVTS outreach and engagement plan has the following goals, methods, and approaches to reach the diverse populations of the City of Rosemead. During the transitional period AVTS will work meticulously to ensure successful community outreach. This outreach will be to assist the community in app download and usage, call center number change, and more. The community in Rosemead will experience minimal transitional challenges, and will enjoy the easy -to -reach call center, and easy-to-use ticketing system within the VIA mobility app. AVTS will utilize its existing staff to conduct on-site enrollment events, phone campaigns, and in-service marketing. AVTS will collaborate with the City of Rosemead marketing efforts and offer advice and recommendations about which specific marketing tactics have worked best for us in our Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 139 VTRANSPORTATION ER SVICES other services. This will include, but not is not limited to app, vehicle, uniform and office branding, etc. AVTS will utilize innovative methods to activate spaces, such as pop-up events or attractions that will be based on gathered data and interactions, ensuring that new participants to enroll at these events. AV Transportation Services will promote the City of Rosemead Transit System, and our staff will be fully trained to provide general customer service support for the system. With state-of-the-art computers and VoIP phones, our call centers will have dedicated staff available ready to answer any and all questions or concerns our clients will have. AVTS will implement any special or demonstration projects as requested by the City of Rosemead. With the diverse experience of the AVTS staff, we are confident that any special project will be completed flawlessly. Project Launch Timeline On February 19th, 2025, the proposal submissions are due, AVTS anticipates the City will need time to review all submissions. Once receiving notification of selection for interviews or as a finalist, obtain updated timline on the commencment date, currently set communicated as no later than July 1st, 2025. If selected as successful proposer, AVIS would proceed with recruitment, transition plan, and acquisition of vehicles/assets for contract delviery. AVTS is confident it can be fully prepared for service commencment for the given date of July 1st, 2025. Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 140 Personnel R TAT I O N SERVICES TRANSPORTATION - SERVICES AVTS Team: Professional Qualifications AV Transportation Services recruits high quality employees then teaches, mentors and promotes from within. Each of our Managers, Supervisors, and office staff are expected to have working knowledge of each department to perform at any position as the operational needs change. We only hire customer service representatives, reservation agents, office staff and drivers who know Los Angeles County confidently and incentivize accordingly. These practices combined provide a business that offers the best service. Currently all drivers receive a monthly incentive and quarterly bonus, and any and all future bonuses associated with this contract will be distributed directly to the AVTS staff. We are confident that the use of state-of-the-art technology combined with the staff of AV Transportation Services will provide levels of service that exceed The City of Rosemead's requirements. Artzrun Minasvan — President/Owner: Second Generation transit entrepreneur with over twenty-five years of combined experience in operations management positions. Throughout his career, Artzrun has acquired essential training and experience in operations, compliance, quality assurance, risk management and contracting. This enabled him to bring these attributes into the world of transportation. He began his career in the transportation industry with Taxicab and Shuttle Services, then progressed into Dial -A -Ride, ADA Paratransit, NonEmergency Medical Transportation with Basic Life Support, and Gurney/Stretcher services. Artzrun has and will continue to provide the necessary leadership, vision and resources for AV Transportation Services to provide world-class service to clients and its passengers. With his proven track record of high-level performance, Artzrun possesses the foundational requirements as a well-balanced and successful executive ready to drive successful innovation and growth in a deeper partnership with essential leaders within our community. Artzrun provides executive management for all day-to-day operations for each transportation service and management company. He has established a new level of standard of customer relations protocols, including feedback scoring systems. Implemented monthly management and staff training sessions on company operations, safety, compliance standards, protocols, expectations; all detailed in employee training manuals. Artzrun encouraged company growth by securing contracts with Antelope Valley hospitals, families, centers, employment agencies, local businesses, and more. This expanded the vehicle fleet while improving upon the standards of vehicle appearance, safety protocols, maintenance, and associated inspections. As a human rights advocate, primarily focused on community involvement, the programs of Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 142 VTRANSPORTATION ASERVICES veterans, seniors, disabled, and minorities are the driving force to the development of a new non-profit organization we're set out to establish in the near future, aiming to expand opportunities and new ventures within the local community. Artzrun's mission is to provide services and mobile independence to our residents and workforce. AV Transportation Services, Yellow Star Cab, LA Valley Transit, and AV Transit Management cover virtually every sector and mode of transportation our community can utilize, from paratransit to micro -transit, from medical to non-medical, from public to private, all facilitated through our local corporate office. Combined they all serve as essential pillars to the infrastructure of our community by providing our cities with transportation, in various programs with partners such as AVIA, Access, local hospitals, medical facilities, court and law enforcement sectors, and aerospace industries. From Artzrun's personal to professional life, he approaches everything with integrity, authenticity and dedication. These qualities, along with his leadership experience, have allowed him to successfully diversify and expand the company's business ventures, which humbly began with his family with just a single taxicab company, to now the most recent achievement of being awarded the AVTA On -Request Shared Mobility Service Contract. Artzrun's involvement with the Blvd Association and AV Chamber of Commerce, and the AV Edge board, allowing him to collaborate with peers and the community to unify, strengthen and empower the residents and business owners of the Antelope Valley. His vision is to see the Antelope Valley progress by improving, revitalizing and developing our infrastructure, which will attract new businesses and stimulate employment opportunities, benefiting the overall growth of our residents and economy. He is a proud member of the Antelope Valley that has evolved over the course of several decades; through the accomplishments of bold and creative leaders who were confident in the potential of this community. With your support, he relishes the opportunity to serve this organization by contributing his expertise towards the future towards the further expansion of our Antelope Valley. Henry Alphonse Beauseiour III - Operations Manager., Henry was born and raised in Michigan, keeping with him a small-town charm. After graduating from Syracuse University, he moved cross-country to begin a new life in Southern California. Henry first entered the transportation industry by the way of a Non -Emergency Medical Transportation Broker, Modivcare, formerly called LogistiCare Solutions, LLC. Since then, he has worked in the transportation industry and managed a number of different transportation modes, including ADA paratransit, Non -Emergency Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 143 TRANSPORTATION - SERVICES Medical Transportation, Non -Medical Transportation, Fixed Route transit, as well as programs for veterans and senior citizens. His experience includes not only managing the direct provision of these services, but also has a stellar track record of operations under his control exceeding contractual key performance indicators. Henry has extensive experience managing call center and dispatch operations, as well as driver supervision, training, legal compliance, with a focus on both ADA and FTA regulations. He is a guiding force for AVTS, enhancing the culture, engagement, and success of the company by a lead from the front attitude. He is recognized as a natural influencer with an ability to find creative solutions to deliver business plan targets. He ensures direct reports are properly managed and developed to effectively support the company. He is a strategic leader who knows how, and when to be tactical and is not afraid to roll -up his sleeves to get the job done. Henry works directly with Human Resources to co -manage all staff issues, including staffing and selection, goal setting, annual reviews, compensation planning, and career development. He successfully balances the act of knowing the talents of each employee in the program and honing those skills to effectively guide that employee to reach their full potential. Amalia Rodriquez Quality Assurance Mana et - Over fifteen years of devoted experience, Amalia has personally encountered a plethora of local passengers throughout the service area. Her caregiving and genuine nature are reflected during the services she provides to passengers, and the leadership she provides to our operation. Through Amalia's perseverance she earned a promotion to Supervisor, then Manager, where she leads, trains, and coaches all members of the team. Amalia's broad experience and skills as a caregiver, driver, supervisor, combined with her knowledge of the city, routes, hospitals, facilities, and her administrative experience, make her an incredible asset to AV Transportations Services and to our community. Amalia's role as Quality Assurance Manager is actively involved in every aspect customer service, driver, and overall operations of transportation within the company. She prepares monthly quality assurance sessions, with topics ranging from pre -shift inspections all the way through end -of -shift procedures and everything in-between. She acts as an intermediary between the driving staff, dispatchers, and administrative personnel. She completes, documents, and submits various performance assessments and spot checks on a daily, weekly, and monthly basis. One of the key components of her position is to review and resolve complaints with drivers, passengers, and clients. She assists in the coordination of all company provided training to ensure compliance with all program specific policies. Well versed in presentation methods, Amalia Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 144 VTRANSPORTATION ER SVICES continues to be a great asset with her skills in coaching, teaching, training, and mentoring our staff. Amalia's main role within the operations as Quality Assurance Manager is to enforce adherence to company standards to provide world class customer service. Joshua McTaggart - I. T Specialist.• With a diverse background in IT and education, Joshua McTaggart brings a unique blend of technical expertise and communication skills to our transportation company. His career spans multiple roles, showcasing his adaptability and proficiency in various domains. Joshua's experience in networking, IT, and scripting has allowed AVTS to expand on its technology solutions, including but not limited to, website building and maintenance, network expansions, network security, and custom reporting. Joshua's knowledge and assets have proved to be. Over the past two years as AVTS' I.T Specialist, Joshua honed his skills in maintaining and troubleshooting complex systems. This foundation is complemented by his experience in data analytics, where he utilized programming languages like VBA, MySQL, JavaScript, Ruby, HTML, and CSS to extract, analyze, display, or interpret data, providing actionable insights to enhance operational efficiency. In addition to his technical prowess, Joshua's experience in teaching demonstrates his ability to convey complex information in an understandable manner. This experience has made him adept at training staff, simplifying technical concepts, and improving overall IT literacy within the company. Joshua's comprehensive knowledge and hands-on experience make him an invaluable asset to our team. His responsibilities include overseeing network infrastructure, ensuring seamless connectivity, managing data integrity, and supporting various IT -related functions across departments. Joshua also plays a crucial role in integrating new technologies and systems, continually enhancing our digital capabilities to meet evolving industry standards. In summary, Joshua McTaggart's extensive background in IT, combined with his analytical and teaching experience, positions him as a key contributor to our company's success. His commitment to maintaining robust IT systems and fostering a technologically adept workforce ensures that we remain at the forefront of the transportation industry. Jeremy Hargrove - CoWI/ance Specialist. With direct experience in every department in our company, Jeremy is the man who knows it all. His experience ranges from call taker, dispatcher, billing and general IT duties, compliance, quality control, and audits. Jeremy, colloquially known as Micah, possesses in depth, working knowledge of DOT and FTA regulations including 49 CFR Part 40, 654 and 655. His extensive knowledge of federal transportation compliance requirements has been integral to our successful track record for daily operations and Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 145 TRANSPORTATION - SERVICES annual audits. Jeremy, in addition, oversees the Drug and Alcohol program, ensuring all necessary documentation are accurately and thoroughly completed. He also is solely responsible for maintaining up to date permits, licenses, certifications on a local, state, and federal level. Jeremy manages our personnel record database on both paper and electronic mediums, ensuring that our records are periodically updated and audited for accuracy. Jeremy serves as the main point of contact for our commercial insurance, assuring compliance in insurance regulations and statuses for every AVTS vehicle. Jeremy has lived in the Antelope Valley for nearly thirty years. He is an expert in all public transit, rural areas, such as Lake Los Angeles and Littlerock. Jeremy has been actively involved in all AVTS local community events, thriving on community growth and satisfaction with our services. He is both a home -owner and voice for his neighborhood, bringing the ideals of the outskirt communities of the Antelope Valley to the more populous areas. In addition, Jeremy is well known for his charitable wood -working construction services and sponsoring events for local community enrichment meetings building various social, character, and problem -solving skills. Sergio Guvumiian — Lo4istics Manager: Originally from New York, Sergio brings the big apple to our golden state. His powerful presence and demeanor pairs well with his previous experience in supervision, ADA compliance and relations with governmental agencies. He is responsible for the oversight and success of the AVTS dispatch, call center, routing, vehicle, and maintenance operations. Sergio and his team have first-hand experience with non- emergency medical, insurance benefit, private, non-medical transport, paratransit, fixed route, on -demand, and other transportation -based operations and systems. They ensure that the vehicles, drivers, and members are on time and on the best route to their destinations. Sergio works closely with the Quality Assurance and Operations Manager to ensure the continued enforcement of AVTS policies and procedures. Through sustained and measurable service successes, Sergio has demonstrated that he is ready to expand his team to serve the local community. He is responsible for the continued management and development of supervisors, call center staff, and all other operational management associated with day-to-day operations. Sergio continually provides oversight of development and implementation of all operational strategy that ensures performance, culture and overarching call center controls and processes are aligned with company and client objectives. He also assists with implementation of strategic routing plans, ensuring they are in alignment with company objectives. Manages analytics, metrics, performance criteria, policies and procedures to continuously improve customer service and company productivity, while aligning with set performance goals and objectives accordingly. Review and provide AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7042 Page 146 TRANSPORTATION - SERVICES guidelines and best practices for maintaining competitive edge transportation services, and ensure passenger satisfaction throughout all transit transactions. Sergio Is an avid voice in providing team motivation, relationships, and development to maximize trip volumes. Sergio is also responsible for the overall performance and productivity of the dispatching call center as well as weekly KPI and compliance reports review and submission to correct entities. Sergio prepares these records to submit to the Compliance Manager for auditing purposes. He ensures the call center team is meeting quality expectations through required call monitoring audits, coaching and counseling processes. Establish excellent working relationships with clients, placing the highest priority on providing world class quality customer service to all transportation needs and proactively interact with feedback systems to resolve issues prior to them becoming problematic. As a manager with oversight in numerous departments, Sergio assists in managing and reporting passenger pick-ups and drop-offs, on-time performance, curb to curb services, ride fare product collections, wheelchair securement and mobility device procedure and policies. She monitors all drivers and daily routes making sure everything is running smoothly, and that drivers are meeting or exceeding transit stops stipulations and guidelines pertaining to on-time performance. Sergio is also the Vice President of a motorcycle club called The Good Lyfe Family. He worked with the founder to establish a group of respected individuals in the community that adore their families and motorcycles. It's a club that takes pride in the community and its neighboring surroundings. They established the club less than a year ago and have already been involved in many community events, such as Lancaster Cities performing City Christmas Carcade, and Candlelight Vigils for missing children of the Antelope Valley and California City. The club's mission aligns directly with who Sergio's is, a person striving for better themselves, as well as the bettering of those next to them. Oyerator Supervisor Job Description The Call Center Supervisor monitors how their entire team of employees are performing. They think of and implement methods and procedures to increase productivity and customer satisfaction. Their observations are documented and submitted to higher management for review. They are responsible for preparing reports and analyzing data to enhance policies, efficient resource allocation, and maximize efficiency. The Supervisor is expected to meet call center operational objectives by estimating requirements, maintaining strict standards, consistent contact with the dispatch department, and analyzing all variances that occur. AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-9S1-704 Page 147 TRANSPORTATION - SERVICES The Supervisors are actively involved in all hiring, training, preparation, and motivation of their team to provide world class service to passengers. They assist and support Call Center Staff in handling customer traffic. This individual will set objectives, analyze Call Center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for customers. The Supervisor will arrange and lead regular team meetings, asking questions to better understand issues the CSAs are experiencing, educating, and providing coaching regarding processes and practices, and explain expected standards to staff. This individual is expected to review and submit documentation to higher management on all claims of: Caller Abuse, Sexual Harassments, Alleged Crime, and Denied Trips. It is imperative for the Supervisor to know each and every policy thoroughly, regardless of the department. As the head of the Call Center, the Supervisor must know how to respond to every possible inquiry within the scope of the program. This individual should be actively aware of any operational changes in the maintenance, vehicles, and dispatch; communicating with each department independently. This position requires identification and immediate solution implementation of operational issues. They must monitor and evaluate Lead and CSR performance, providing retraining, coaching, setting operational goals, and taking corrective action, if necessary. If a booking error occurs due to the call center staff, the Supervisor must coordinate with Dispatch to evaluate root cause issues and implement a solution. The Supervisor must identify customer services issues that need to be escalated to begin risk management protocol. This individual must also be well versed in the operational procedures of the dispatch and maintenance team, if an accident or collision occurs and is reported to the call center, the Supervisor must determine the proper escalation protocol in accordance with the city of Rosemead's policies. Call Center Customer Service Representative Job Description CSRs are required to establish and maintain a professional relationship with the customer base and other employees. CSRs must comply with telephone etiquette policies, understanding the proper procedures and scripts of answering, handling rider requests, improper caller conduct, order of reservation questions, end -of -call trip verification, and negotiation steps. By utilizing effective communication skills, CSRs are to verify eligibility status, guide, and assist customers in all situations. CSRs are expected to multitask simultaneous requests, reservations, and assigned tasks with both electronic and paper mediums. CSRs are responsible for daily verification of Standing Order trips accuracy and booking status. CSRs must demonstrate familiarity of the Los Angeles County cities, roads, service area, and places of interest during their calls. Responsibilities include providing the highest level of customer service, taking Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 148 VTRANSPORTATION ER SVICES reservations and appointments directing customers accordingly, answering telephone calls in a timely and professional manner, maintaining accurate and complete member files, ensuring the privacy and security of protected health information per HIPAA, being attentive to customer needs, maintaining professional composure across customers and peer interactions, and exhibiting patience for complex customer issues. As formal as this may appear, our CSRs know our passengers by name. They know intricacies like their preferences and routines. Our CSRs develop genuine, honest, and wholesome relationships with these passengers. It's much more than just a surface polite or professional exchange, these are members of our family; when assisting our passengers for years, they become an extension of our family; just as we know them, they know us. AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 149 v''.�u, �s�^$*J� ?'� .. sA..• � S 5''o5'i .'4Y' Y� at ya, X l� . .4M� Proposal Cost Sheet & Rates 0 ORTATION - SERVICES AVTRANSPORTATION sERVICES Proposal Costs (Electric Vehicle) Cost Category Initial Term Cost (18 Months) Extension Year (1) Extension Year (2) Extension Year (3) Driver Wages $421,290.00 $287,881.50 $295,078.54 $302,455.50 Driver Fringe Benefits $139,025.70 $95,000.90 $97,375.92 $99,810.32 Maintenance: Outside Repairs $52,500.00 $35,875.00 $36,771.88 $37,691.17 Project Manager Salary $82,500.00 $56,375.00 $57,784.38 $59,228.98 Project Manager Fringe $32,175.00 $21,986.25 $22,535.91 $23,099.30 Logistics Manager Salary $52,500.00 $35,875.00 $36,771.88 $37,691.17 Logistics Manager Fringe $19,220.16 $13,133.78 $13,462.12 $13,798.67 Call Center Supervisor Salary $67,500.00 $46,125.00 $47,278.13 $48,460.08 Call Center Supervisor Fringe $21,965.90 $15,010.03 $15,385.28 $15,769.91 Dispatch Staff Wages $60,000.00 $41,000.00 $42,025.00 $43,075.63 Dispatch Staff Fringe $21,965.90 $15,010.03 $15,385.28 $15,769.91 Hiring/Training $10,500.00 $7,175.00 $7,354.38 $7,538.23 Uniforms $3,750.00 $2,562.50 $2,626.56 $2,692.23 Facility Lease/Rent Costs $36,000.00 $24,600.00 $25,215.00 $25,845.38 Janitorial $2,700.00 $1,845.00 $1,891.13 $1,938.40 Telephone $15,000.00 $10,250.00 $10,506.25 $10,768.91 Utilities $3,000.00 $2,050.00 $2,101.25 $2,153.78 Electric Vehicle Charging Costs $30,000.00 $20,500.00 $21,012.50 $21,537.81 Office Supplies $4,500.00 $3,075.00 $3,151.88 $3,230.67 Accounting $3,000.00 $2,050.00 $2,101.25 $2,153.78 Insurance: General Liability $19,800.00 $13,530.00 $13,868.25 $14,214.96 Automobile liability $24,300.00 $16,605.00 $17,020.13 $17,445.63 Collision/Comprehensive $9,000.00 $6,150.00 $6,303.75 $6,461.34 Worker's Compensation $37,916.10 $25,909.34 $26,557.07 $27,221.00 Computer Hardware $3,750.00 $2,562.50 $2,626.56 $2,692.23 Computer Software $43,800.00 $29,930.00 $30,678.25 $31,445.21 On -Board Camera $2,376.00 $1,623.60 $1,664.19 $1,705.79 Lyft Ride Hailing Cost Estimate $360;000.00 $246,000.00 $252,150.00 $258,453.75 Overhead $137,783.55 $94,152.09 $96,505.89 $98,918.54 Management Fee/Profit 1 $110,414.07 $75,449.61 $77,335.85 $79,269.25 Total Fixed Costs $1,828,232.38 $1,249,292.12 $1,280,524.43 $1,312,537.54 Start Up Costs (Technology) $15,000.00 $0.00 $0.00 $0.00 Start Up Costs (Electric Vehicles) $320,000.00 $0.00 $0.00 $0.00 Total Start Up Cost $335,000.00 $0.00 $0.00 $0.00 Total Fixed & Start Up Costs $2,163,232.38 $1,249,292.12 $1,280,524.43 $1,312,537.54 Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-704 Page 151 TRANSPORTATION - SERVICES (Gas Vehicle) Cost Category Initial Term Cost (18 Months) Extension Year ( 1 ) Extension Year (2) Extension Year (3) Driver Wages $421,290.00 $287,881.50 $295,078.54 $302,455.50 Driver Fringe Benefits $139,025.70 $95,000.90 $97,375.92 $99,810.32 Maintenance: Outside Repairs $22,500.00 $15,375.00 $15,759.38 $16,153.36 Project Manager Salary $82,500.00 $56,375.00 $57,784.38 $59,228.98 Project Manager Fringe $32,175.00 $21,986.25 $22,535.91 $23,099.30 Logistics Manager Salary $52,500.00 $35,875.00 $36,771.88 $37,691.17 Logistics Manager Fringe $19,220.16 $13,133.78 $13,462.12 $13,798.67 Call Center Supervisor Salary $67,500.00 $46,125.00 $47,278.13 $48,460.08 Call Center Supervisor Fringe $21,965.90 $15,010.03 $15,385.28 $15,769.91 Dispatch Staff Wages $60,000.00 $41,000.00 $42,025.00 $43,075.63 Dispatch Staff Fringe $21,965.90 $15,010.03 $15,385.28 $15,769.91 Hiring/Training $10,500.00 $7,175.00 $7,354.38 $7,538.23 Uniforms $3,750.00 $2,562.50 $2,626.56 $2,692.23 Facility Lease/Rent Costs $36,000.00 $24,600.00 $25,215.00 $25,845.38 Janitorial $2,700.00 $1,845.00 $1,891.13 $1,938.40 Telephone $15,000.00 $10,250.00 $10,506.25 $10,768.91 Utilities $3,000.00 $2,050.00 $2,101.25 $2,153.78 Fuel Cost $105,000.00 $71,750.00 $73,543.75 $75,382.34 Office supplies $4,500.00 $3,075.00 $3,151.88 $3,230.67 Accounting $3,000.00 $2,050.00 $2,101.25 $2,153.78 Insurance: General Liability $19,800.00 $13,530.00 $13,868.25 $14,214.96 Automobile liability $18,000.00 $12,300.00 $12,607.50 $12,922.69 Collision/Comprehensive $9,000.00 $6,150.00 $6,303.75 $6,461.34 Worker's Compensation $37,916.10 $25,909.34 $26,557.07 $27,221.00 Computer Hardware $3,750.00 $2,562.50 $2,626.56 $2,692.23 Computer Software $43,800.00 $29,930.00 $30,678.25 $31,445.21 On -Board Camera $2,376.00 $1,623.60 $1,664.19 $1,705.79 Lyft Ride Hailing Cost Estimate $360,000.00 $246,000.00 $252,150.00 $258,453.75 Overhead $137,783.55 $94,152.09 $96,505.89 $98,918.54 Management Fee/Profit $110,414.07 $75,449.61 $77,335.85 $79,269.25 Total Fixed Costs $1,866,932.38 $1,275,737.12 $1,307,630.55 $1,340,321.32 Start Up Costs (Technology) $15,000.00 $0.00 $0.00 $0.00 Start Up Costs (Gas Vehicles) $150,000.00 $0.00 $0.00 $0.00 Total Start Up Costs $165,000.00 $0.00 $0.00 $0.00 Total Fixed & Start Up Costs $2,031,932.38 $1,275,737.12 $1,307,630.55 $1,340,321.32 AV Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 152 Signatures and Addendums RTAT I O N SERVICES AVTRANSPORTATION sE RVICES "All proposals accepted by the City must be signed by an authorized representative of the company. The submission of the signed proposal will be interpreted to mean that the company has thereby agreed to all conditions, instructions, descriptions and specifications contained herein. All samples submitted by the company in support of its quote shall become the property of the City. The City reserves the right to reject any or all proposals or portions of any or all proposals. Non-compliance with any of the conditions and instructions stated herein may result in the rejection of the proposal." Name: Henry Beausejour Date: 2/19/2025 Title: Operations Manager Signature: rl�y Uoaua��c� Name: Artzrun Minasyan Date: 2/19/2025 Title: President/CEO Signature:,4 1a Av Transportation services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7042 Page 154 TRANSPORTATION - SERVICES Acknowledgement of Addendum No. 3 Each proposer shall acknowledge receipt of this addendum in their submitted proposal. Failure to provide such acknowledgement shall render the proposal as non-responsive and subject to rejection. If you have already submitted a response, this addendum will invalidate your response, and you must submit a new response before the due date specified. Except for the changes noted above, all other requirements and provisions of the originally issued Request for Proposal shall remain in effect. uni'� C AruC A' Danielle Garcia Public Works Fiscal and Project Manager Issued February 6, 2025 I ACKNOWLEDGE RECEIPT OF ADDENDUM NO.3 �E!/itty �¢Cc.U2G�'79LGL Proser's Signattife AV Transportation Services, LLC Company Name Transportation Services, LLC • 828 West Lancaster Blvd, Lancaster CA, 93534 • Tel: 661-726-2752 • Fax: 661-951-7044 Page 155 Attachment C Circuit Proposal Proposal for RFP No. 2025-01 Micro -Transit And Ride -Hailing Services Prepared for: City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 Date: February 19th, 2025 Prepared by: Circuit Transit Inc. e CIRCUIT Table of Contents Cover Letter 5 Rosemead Key Personnel 7 Company Profile 9 History & Background 9 Our Qualifications 10 Circuit in Southern California 11 Why Choose Circuit? 12 Commitment to Operational Excellence 12 How We Do It 12 Industry Leading Cost Per Rider 13 Why Our Customers Love us 14 Growing with our partners 14 Helping our Partners Succeed 15 Financial Stability 16 Relevant Experience 18 Avalon, California 18 Long Beach, California 19 Chula Vista, California 20 Huntington Beach, California 21 Iride, LAX Employee Shuttle 22 Letters of Support 23 Avalon, CA 23 Long Beach, CA 24 Huntington Beach, CA 25 Proposed Service Model 27 Alignment with the City of Rosemead's Transit Goals 27 Enhancing Accessibility & Service Efficiency 27 Supporting the Transition to an All -Electric Fleet 27 Providing Cost -Effective, Scalable Transit Solutions 27 Ensuring Rider Satisfaction & Operational Excellence 27 Seamless Transition & Service Integration 28 Rosemead Service Simulation 28 Approach to Operational Framework 30 Operational Approach 30 Open Fleets: Real -Time Trip Brokering with Ride -Hailing Services 31 Phased Transition Plan from the Rosemead Explorer 34 Performance Metrics & Corrective Actions 35 Our Technology 36 Rider App: Mobile Application 37 Rider Web: Web Booker 38 2 e& CIRCUIT Calling Into a Reservationist 38 Operations 39 The Engine 42 Driver Instructions: Real -Time Navigation 43 Reporting 44 Staffing 45 Driver Ambassadors 45 Commitment to Hire Locally 45 Qualifications and Screening 45 Driver Training - For Circuit, By Circuit 46 Classroom Training 46 Hands -On Training 46 On -Going Training 47 Training on The Americans with Disabilities Act 47 Recommended Circuit Fleet 49 VW ID.Buzz 49 Ford E -Transit ADA Van 50 GEM e6 51 2025 Kia EV9 51 Vehicle Maintenance 52 Pre -Operation Safety Inspection Practices 53 Charging Plan 54 Safety, Accessibility, and Environmental Responsibility 55 Prioritizing Rider and Driver Safety 55 Samsara Dash Cams 55 Ensuring Full Accessibility for All Riders 56 Leading the Transition to Sustainable Transportation 56 Mitigation of Potential Risks and Challenges 57 Service Marketing Experience & Approach 58 Incentive Programs 59 Compliance Matrix 61 Implementation Plan 67 Training & Customer Support 70 System Knowledge Base, Guides, and Help Documents 71 Customer Support 72 In -App Support for Web Platform 73 Proposal Costs 75 Appendix A: Reporting Metrics 77 Ridership Metrics 77 National Transit Database (NTD) Metrics 81 Duty Metrics 81 Appendix B: Exceptions 83 3 6 CIRCUIT Proposal Summary Contents • Cover Letter • Project Manager • Project Team C& CIRCUIT Cover Letter February 19th, 2025 City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 Re: RFP No. 2025-01 Micro -Transit and Ride -Hailing Services Dear Selection Committee, Circuit is excited about the opportunity to collaborate with the City of Rosemead in transforming its public transit offerings into a more sustainable, efficient, and user-friendly system. Our proposal is designed to seamlessly transition the existing Dial -A -Ride and Explorer services into an innovative, fully electric microtransit program that prioritizes accessibility, efficiency, and sustainability. We understand Rosemead's vision to evolve its transit system into a flexible and responsive solution that meets the diverse needs of the community. Circuit's all -electric microtransit services are uniquely positioned to enhance accessibility for seniors and individuals with disabilities, optimize routes for greater efficiency, and reduce the city's carbon footprint. Our extensive experience operating nearly 20 programs across Southern California allows us to bring a localized, community -focused approach that ensures high service adoption and customer satisfaction. Additionally, we will be launching service nearby in Whittier soon, further expanding our presence in the region and reinforcing our commitment to enhancing local transit networks. Why Circuit? • Unmatched Expertise: With over 13 years of experience operating in 45+ markets nationwide, Circuit is the premier provider of shared, on -demand, all -electric microtransit services in the U.S. • Proven Cost Efficiency: We offer the lowest cost per rider (CPR) in the industry, with a national average of just $10.50 per trip, achieved through highly efficient operations and smart service design. • Advanced Technology: Powered by our partnership with Spare Labs Inc., our dynamic ride -pooling and demand -response software enhances efficiency, reduces wait times, and improves accessibility. • Dedicated Local Teams: Unlike other providers who spread resources thinly, Circuit assigns dedicated Partnership and Operations Managers to oversee our programs, ensuring personalized service and operational excellence. • Proven Success Model: In Avalon, CA, we took over their fixed -route and Dial -A -Ride service—similar to Rosemead's request—and tripled ridership while making the program an overwhelming success. Our ability to enhance service efficiency and accessibility in Avalon provides a direct blueprint for how we can replicate this success in Rosemead. 5 e& CIRCUIT Circuit's operations consistently achieve high passenger -per -vehicle -hour (PPVH) rates, ranging between 4-7 PPVH, while maintaining superior on-time performance (OTP) and minimal wait times. Our commitment to sustainability and economic development extends beyond transit: we integrate targeted advertising partnerships to support local businesses and employ W2 drivers from the community, ensuring local investment and economic benefits. As the premier operator of shared, on -demand, all -electric microtransit services in the U.S., Circuit has over 13 years of proven experience across 45+ markets in the United States. With 500+ employees and a national fleet of 220+ electric vehicles, Circuit is uniquely positioned to provide the City of Rosemead with a sustainable, highly efficient, and impactful mobility solution. By selecting Circuit, Rosemead gains a trusted partner with a proven track record of delivering high-performance, cost-effective, and environmentally responsible mobility solutions. We look forward to the opportunity to work with the City in creating a transformative transit program that enhances mobility, reduces congestion, and serves the community's evolving needs. We look forward to bringing our expertise to Rosemead and building a program that sets new standards in mobility for residents and visitors alike. The company's officers and project leads are as follows: Daniel Kramer- Director Email: daniel@ridecircuit.com Tel: 562-252-6680 Address: 12130 Millennium Dr Los Angeles, CA 90094 Logan McLeod - VP Email: logan.mcleod@ridecircuit.com Tel: 561-846-2236 Address: 12130 Millennium Dr Los Angeles, CA 90094 Daniel and Logan have the authority to negotiate and contractually obligate the company. Circuit appreciates your review of our submission and welcomes any questions. Sincerely, Daniel Kramer 1.f a CIRCUIT Rosemead Key Personnel Daniel Kramer - Director of West Coast Business Development - daniel@ridecircuit.com Daniel has been an integral part in launching service in West Coast markets, as well as assisting in managing operations across the country and focusing on national quality control since joining Circuit in 2017. Daniel has over 7 years of experience in on -demand microtransit using electric fleets. Mark lannon - Dedicated Partnerships Manager - mark.iannon@ridecircuit.com Mark will be the dedicated partnerships manager for the Rosemead service. He will be an integral part of day to day connection between the ° Rosemead team and the Circuit operations team, ensuring transparency into the success of the program. Mark will be the lead contact throughout the duration of the contract for all operational requests as well as data presentations on the performance of the program. He will work closely with the Rosemead team to ensure that the operations are continuously on -track to meet and exceed the expected KPIs. James Mirras - Co -Founder and COO - james@ridecircuit.com James currently oversees all national operations and will work closely with Daniel to plan and set up operations, hiring processes, tech improvements, reporting processes, metrics, and any additional requests of the City of Rosemead. He has a total of 11+ years of experience in transportation services similar to those requested by this RFP. His attention to detail, people skills, and strong work ethic helped create a solid foundation that the company has been able to grow from. Anthony Fernandez - Head of Operations - anthony.fernandez@ridecircuit.com CESAM11h. As the Head of Operations, Anthony is responsible for all Service, Fleet and Driver Operations at Circuit. Hejoined the team with an extensive background in shared and micro -mobility services having led both local market teams as well as large cross -functional central teams. Anthony's mission is to provide world-class service to Circuit's partners as well as create a positive and fulfilling work environment for our local team members. Nick Justicz - Southern California Operations - nick.justicz@ridecircuit.com Nick has over 10 years of experience in business operations with the majority of that time focused on scaling field operations at VC -backed high-growth startups. Nick manages Circuit' operations across Southern California markets, optimizing the service to maximize ridership and efficiency. Nick previously led nationwide growth initiatives at Heel, Getaround, and Metropolis. 7 e CIRCUIT Background & Qualifications Contents • History & Background • Qualifications • Financial stability • Litigations S CIRCUIT Company Profile History & Background Circuit began in 2011 with the goal of connecting people through all -electric, on -demand, microtransit services, and effectively closing the first/last-mile gap in our transportation networks. Our EV fleets and advanced ride -pooling algorithm have helped to reduce congestion and its harmful effects on the environment and our quality of life by getting people out of their cars for short trips, encouraging visitors to park once, and making connections to existing mass transit hubs more accessible. We were the first operator in Southern California and have uniquely positioned ourselves in the industry as a true all -electric turnkey provider, offering our customers the entire microtransit package - a proprietary mobile application, all -electric vehicles, drivers, administrative support, and in-house marketing. Most importantly though, we have differentiated ourselves in California as the provider that is the best in the business at moving the most people for the lowest cost while keeping average wait times low. Building upon the early traction, Circuit has since worked with Cities, States, & Transit Agencies, and serviced communities from Los Angeles to NYC. Our success over the last 13 years has helped to establish Circuit as a national leader in the all -electric, on -demand, first/last-mile transportation space - providing 9+ million rides without burning an ounce of gas or traveling more than a few miles. We've transformed short -distance transportation by making it more efficient, sustainable and enjoyable and are passionate about ingraining ourselves in the communities we serve. Today, Circuit is a national, fully electric, microtransit provider with operations in 7 states and the District of Columbia, over 45 unique microtransit services, a national fleet of over 220 electric vehicles and a team of over 480 in-house, EV trained, W2 employees. National Operations New Jersey Massachusetts California -'. uulypa,i, �tonoham. . Avalon/Catalina ;lemon Plymouth Belmont Shore Q Carlsbad `I SouNN FiorIM HIM yo* Boynton Beach East Hampton Chula Vista Boca Rulon Montauk Costa MesaCoronado For[ Lauderdale New Rochelle Culver Ciry Hdlywootl Rockaways HunOngton Beach Lake Worth Beach Southampton Leimert Park Lauderdale -By -The Sea Brentwood Miami Long Beach Tms National Ciry Pompano Beach West Palm Beach Austin Oceanside (� Wilton Manors Dallas • Pacific Beach T Houston Palm Desert ~iIngtun. D.C. West Dallas San Diego W"W 1pten Santa Monica • Bellevue Seal Beach S CIRCUIT Our Qualifications As highlighted, Circuit is an experienced and proven operator of a variety of all -electric microtransit services, including operations for comparable cities and scopes of work as to the requests laid out in this RFP by the City of Rosemead. Our past services have included fully on -demand, point-to-point, fixed route, and event shuttles all of which utilize our own vehicles and employee drivers. We come with a wealth of experience providing the operations and technology needed to operate these services, training drivers, procuring electric vehicles and continuously supporting our partners to adapt, upgrade and analyze the services we provide to their communities. Our partners over the last decade have included transit agencies, cities, private partners, special districts and state governments. Our regional operations team in Los Angeles has extensive knowledge in planning, designing, implementing, reporting, and maintaining EV microtransit programs. Along with a dedicated, responsive and local staff, Circuit's national team is readily available to handle any service improvements, vehicle enhancements, impact measurement and searching for new funding sources. We have the policies, procedures, and hiring and training standards in place to launch new markets and operate with a consistently high level of service, with specific attention to customer service. While other providers such as Via might have a longer list of operations across the country, oftentimes this leads to less attention being paid to individual programs and a reduction in quality. Our dedicated team and quality of service is what sets Circuit apart from other operators and we are proud to offer this for Los Angeles. Our continued commitment to excellence has led to: Average customer retention rate for city partnerships: 100% Cities continue to renew and expand their programs with Circuit every year 4.9/5.0 Average driver rating across all our markets in 2024 10.9 Minutes Average wait time across all our markets in 2024 1t450+ Metric tons of GHGs avoided in 2024 - that's y f equal to 163,160 gallons of gasoline! 10 eG CIRCUIT Circuit in Southern California Circuit currently operates almost twenty unique services in Southern California, with more on the horizon. With recent positive launches such as Costa Mesa, Intuit Dome, Seal Beach, and Avalon, we've seen building traction with more and more cities in SoCal adopting Circuit as their microtransit provider. We know that each community requires different types of vehicles and technologies which has given us experience with different sizes of services ranging from smaller dedicated services such as in Long Beach to much larger services such as Downtown San Diego. We are extremely excited about the opportunity to expand our operations within Los Angeles County through this Rosemead RFP and to leverage our extensive knowledge of the County of Los Angeles to provide the most optimal rider experience. We are committed to Southern California and committed to improving our existing services for years to come. Our work and success in the area has been regularly recognized by the community and has drawn notable attention from press, making the team at Circuit incredibly proud of the work it's accomplished within Southern California for the communities most in need of cleaner, accessible, on -demand transportation. For example - The Mayor of Long beach said following the launch of our service at the end of 2022 that "This Micro -Transit shuttle will offer easy transportation access to Belmont Shore for residents and visitors to our city. This is a great opportunity to support our local businesses, reduce parking impacts and help drive our economy." Additionally our expansion in Huntington Beach, was highlighted in the LA Times' at the end of last year, containing positive remarks from the City Manager's office. Finally, Circuit is also a member of LACI, the LA Cleantech Incubator, where we have been recognized for our commitment to making transportation more accessible, greener and affordable to cities throughout Southern California and the US. In preparation for this RFP, we've conducted considerable research on the Rosemead area, spoken with our on -the -ground operations teams in Los Angeles, analyzed our historical data, and leveraged our dedicated project teams tenured experience in microtransit and are confident that we can deliver a successful mobility option for the residents, visitors and community members of Rosemead. Notably, Circuit will be able to leverage our existing resources in Los Angeles County and the broader Southern California area in order to promote optimal service performance and provide long-term scalability for the Rosemead program. Our regional fleet and Driver Ambassadors enable us to quickly and effectively meet any additional requests by the City for larger service needs for emergencies & special events. lhttos //www latimes com/soca)/daily-pilot/news/storv/2023-12-21/circuit-shuttle-service-to-cont inue-i n -h unti naton-beach 11 li& CIRCUIT Why Choose Circuit? Commitment to Operational Excellence Throughout our history of over 9M all -electric rides across the country, we've seen a huge range of complex and diverse markets that has helped us learn exactly what it takes to run a successful transit program. As a turnkey provider, we offer a powerful combination of operational expertise and technological innovation that's unique in the transportation industry. We know that it takes a combination of reliable transit technology, a concerted marketing plan, and an operations team that is committed to operational excellence in order to ensure that we consistently have the lowest wait -times compared to our competitors in similar markets. By choosing Circuit as the microtransit provider for the City of Rosemead, you'll receive an easy-to-use app, a powerful marketing and advertising team to drive high ridership, and a dedicated partnerships team to handle all service enhancements and address all requests of the City; On top of that, you'll get a world class operations team that sets Circuit apart from the other bidders. Our shared experience, proven methodologies, and dedication to exceptional service position us as the perfect partner for Rosemead. We don't shy away from metrics and will detail throughout this proposal exactly the kind of high quality service performance you can expect from Circuit. Wait times in similar Microtransit Programs 1 Hour 15 min 10.7 min M d Kia Dade Metro No,[h Miami Bexh CIRCUIT VIA Freebes By choosing Circuit, the City will benefit from: • A flexible, data -driven approach to service delivery that ensures ongoing optimization through vehicle assignment and demand responsiveness. • Access to cutting-edge technology that provides real-time data insights for the City and enhances the rider experience with an easy-to-use interface. • A commitment to creating quality jobs within Rosemead with our local -first hiring strategy that provides advancement opportunities and training. • Afocus on sustainability, with Circuit being the only major provider who uses exclusively electric vehicles in all of our operations. How We Do It Keeping average wait times low is imperative to keeping our existing customers happy and continuing to expand in the markets that we're focused on. We invested in the routing technology to enable our drivers to pick-up riders in the most efficient way possible. We've hired operations experts who work directly within the cities that we partner with to advise them on optimal coverage area, number of vehicles needed to achieve key metrics, and the best type of vehicles for their community. We've consistently prioritized operating quality services, and never cut corners. 12 e& CIRCUIT Some competitors have unlimited queues for their drivers or only perform single ride requests at a time. During peak hours, this can lead to wait times exceeding 2 hours. We believe transparency is imperative, both from a customer and rider perspective, in order to run an effective microtransit program that the public loves and supports. That is why Circuit works with its partners to set maximum wait time limits in the event that demand ever surges to outpace the vehicle capacity. Riders will be notified immediately of the busy service and thus encouraged to use other nearby modes of public transportation. Industry Leading Cost Per Rider Operational excellence also means focusing heavily on high ridership in our programs which leads to higher fare revenue (where we have fares) and decreases the overall cost per rider HOW WE MEASURE TRANSIT COSTS (CPR) by increasing the total number of riders. CPR is an important metric throughout the transit world and something that we lead the® Total Cost of _ Revenue from industry in achieving. Although every program is Transit System Fares B Ads different, we strongly believe that by selecting = Circuit for Rosemead's Microtransit, ramro Cost Par P 9 Rider (CPR) Total Number of Riders you will be selecting to partner with the provider that will be most committed to driving high ridership, and in turn driving down your CPR. Industry Leading Cost Per Rider in On -Demand Microtransit arcmt Outsourced: Transit -Tech Provider ■ Directly Operated 9 C Y a '3 lllllll, . ■ Fat West Palm Huntington i nunty A, County a, County C, County D, County E, County F, County G, County H, city 11 CRY 1, CM K, Uude le Beach Bea<h Honda Colorado Teas fW" Caeomu Fbrda Honda Caaoala Caaornla Caaearne Mrkh, 13 6 CIRCUIT Why Our Customers Love us Growing with our partners Here at Circuit, we've built a solution with our customers in mind. We conduct regular polls and request feedback in our monthly check-in meetings, and learned this year that there were 2 more frequent requests - an increase in ETA accuracy indication and a more accessible data portal that our customers could login in and view at any time. In response to these requests and our own technology roadmap, we provided over 20 tech updates just this year leading to meaningful key improvement including a 56% increase in ETA accuracy year over year. In addition to the technology updates in our rider app, we built a best -in -class data portal this year for our customers to provide 24/7 access to the data about their service. We made sure that the data is not only available, but is also clearly presented in a way that showcases the key metrics they care about & is easy to navigate. Our attention to detail and customer -centric approach is seen in the way we treat our customers as partners. We provide the professionalism, technology and expertise that they'd find in a large national provider, while also paying close attention to the details of the communities that one would expect from a local organization. Ultimately, we believe that working with our partners to continuously improve their programs is what sets Circuit apart from other providers in the industry. Screenshot from our Data Platform showcasing insights into wait times. 14 Wait Time Bins Analysis 35.504n Meao (Averayej lbail Tree The below date range 9:20 applies to all charts ,� r 29.044° within this view ao 3040 Median wart r,mc a 7.650 d Date Range d E 20': 18.5440 6/1/2024 7/31/2024 �0 G -. .D s o. 1.91 00., ll� 0.61% 0.55% Screenshot from our Data Platform showcasing insights into wait times. 14 e& CIRCUIT Helping our Partners Succeed Beyond incorporating our partners' feedback into our future roadmap of improvements, we also differentiate ourselves from our competitors by providing consistent support throughout the life of our programs, notjust at the start. We're transit experts and we know that programs evolve and change, requiring the need for a partner who's prepared to adapt programs as they grow. For example, in West Palm Beach there began to be an imbalance between the supply of vehicles and the overwhelming demand for the program leading to longer wait times and a dropping connection rate. We came up with a plan to implement different zones & vehicle routing rules throughout the city as well as a small fare to encourage intention from riders. Since then, we've seen a decrease in wait times, an increase in connection rates, and riders are happier with the program. As a partner, Circuit is deeply committed to seeing our partners succeed and receive recognition by industry experts for their innovative programs. Most recently our partner in Trenton, NJ, Isles, received the Plug in America's national "Organization of the Year Award" and N7 Clean Cities' "Community Engagement Award" for their impact delivered by their Circuit program, GoTrenton. By selecting Circuit for this RFP, you'll be getting a bespoke transit solution and the consistent care from the Circuit team that will ensure the program is continuously successful for years to come. This is exemplified by the robust and continued support from our existing partners who champion our programs as genuinely impactful to their constituents and extremely successful as transit programs. This is the Circuit difference. mayordeanftl Since August, the #LauderGO! Micro Mover has taken off with an average of 354 daily riders and more than 10,000 passengers using the service in September — a 400% increase in ridership when compared to the same period last year. The pilot has also created 53 jobs within the City of #Fortlauderdale. Drivers provide riders with useful information about the area and point out additional places for visitors to explore along their route, literally driving traffic to businesses. Circuit provides a safe and convenient method of transportation connecting riders to popular destinations within the city. Circuit provided the City with eight fully electric vehicles that transport up to five passengers per DFB - What's Happening on The island oan Hee .a. e Here is your monthly Freebee update (October #'s) with a major announcement to be made at the CRA meeting this coming Tuesday, November 12th at city hall at 7pm. First, the average cost per ride for the 7.5 months the service has been operating is $54.47. The CRA Board will vote on 11/12 whether to A) leave the service just the way it is now (28 hours per week), B) double the hours of operation to 56 hours per week at an additional cost to the taxpayers of $128220 (on top of the $300K paid to Freebee annually) or C) go to 70 hours per week at an additional cost of $251,332. (see the written proposals below) Ganz already is on record saying he wants to expand the service despite the high cost per ride, no advertising revenue coming in that I am aware of, & a marketing outreach program by Freebee that is largely nonexistent. 3 Cwrn.Mz Post from Fort Lauderdale Mayor about Circuit Service (left) & post from Deerfield Beach CRA member about current Freebee service (right). is CIRCUIT Financial Stability Circuit Transit Inc. is a financially stable and well -capitalized company with the capacity and resources to sustain a long-term service relationship with the City of Rosemead. Most recently raising a $17 million Series B round in December 2024 led by MKB, Circuit has a strong financial foundation and investor confidence in its growth strategy. Backed by world class mobility investors including Tribeca Venture Partners, Citi Impact Fund, and Impact Engine, the city of Rosemead can be certain that Circuit is a financially stable partner. Operating in over 45 markets across seven states and the District of Columbia, Circuit generates. revenue through municipal contracts, private partnerships, and advertising, ensuring financial resilience and stability. Looking ahead, Circuit's financial projections show revenue growth consistently outpacing costs. The company's expansion strategy, coupled with increased municipal partnerships and a growing advertising stream, strengthens its long-term sustainability. By optimizing vehicle utilization, leveraging technology for cost efficiency, and investing in infrastructure, Circuit ensures future revenue growth while maintaining high-quality service. With a proven financial track record and a clear path for sustainable growth, Circuit is a reliable partner for any cities seeking a long-term transit solution. Litigation Circuit does not have any relevant lawsuits to report from current or previous customers related to non-performance or fraud in the last 5 years. 16 @ CIRCUIT Relevant Experience Contents • Avalon • Long Beach • Chula Vista • Huntington Beach • Inglewood (Iride) • Letters of Support 6 CIRCUIT Relevant Experience Avalon, California 0 2,600+ rides/month Smart -stop operation 0 166 Metric Tons of GHG saved over the program 1 4.89/5 Average Driver Rating Relevance to this RFP: • Replaced Dial -a -Ride & fixed route services • California Operation • Exceeded Expectations I-EIecWcFleet a Client(s): David Maistros Contract duration Avalon dmaistros@cityofavalon.com April 2024 -present Project Overview - Current Annual Program Cost -1762.800 In the City of Avalon, Circuit provides a highly efficient and sustainable microtransit service that has significantly improved local transportation. Prior to Circuit's introduction, Avalon Transit operated a combination of fixed -route and Dial -A -Ride services, totaling approximately 37,353 annual passenger trips with a fleet of up to four vehicles at peak operation. Since launching in April 2024, Circuit has transported over 57,000 passengers in its first year, demonstrating a substantial increase in ridership and accessibility. With an average wait time ofjust 9.8 minutes, the service has proven to be both reliable and convenient for residents and visitors alike. Additionally, Circuit's all -electric fleet has contributed to Avalon's sustainability goals, saving over 26 metric tons of greenhouse gas emissions in 2024 alone. Circuit's success in Avalon is a testament to its ability to deliver cost-effective, user-friendly, and environmentally responsible mobility solutions. The service has not only met but exceeded the community's transportation needs by prioritizing accessibility, safety, and job creation. Circuit's commitment to local engagement and seamless implementation makes it a valuable asset to any city looking to enhance its transit offerings. 18 a✓fix rK qb�, City of Avalon Santa Catalina Island, CA February 13, 2025 City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 RFP No. 2025-01(Microtransit and Ride -Hailing Services) Dear Selection Committee, I am writing this letter in support of Circuit's proposal for microtransit and ride -hailing services in the City of Rosemead. As the City Manager of the City of Avalon, I believe Circuit would be an excellent and effective provider for these types of services that will assuredly benefit the Rosemead community based on my experience with their services in Avalon. In the City of Avalon, Circuit has a track record of successfully implementing and managing transportation solutions that prioritize accessibility, affordability, and sustainability. The commitment to social responsibility aligns seamlessly with the City of Avalon's goal of providing reliable transportation to cities population at large. Circuit understands the unique needs of these user groups and has designed its services to be not only efficient but also user-friendly and accommodating. Prior to implementing Circuit's solution in Avalon, Transportation Concepts operated a fixed route and a Dial -A -Ride service. During the 2022-23 reporting year Avalon Transit provided 29,624 Community Bus fixed route trips and approximately 7,729 Dial -A -Ride trips, for a system total of 37,353 annual passenger trips. At peak, the fixed -route bus service operated a total of two vehicles and the Dial -A -Ride operated up to two vehicles depending on demand. Since transitioning to Circuit in April of 2024, Circuit transported over 57,000 passengers throughout 2024 with an average wait time of 9.8 minutes. Through the use of their electric vehicles, they also saved over 26 metric tons of GHG emissions. Circuit's team has been a pleasure to know and have delivered us an excellent turnkey mobility solution that has met and exceeded our needs as a community. Circuit's team has been great at building local support and has focused on jobs, safety and the communities it operates in. Their electric cars are cost- effective, equitable and help to combat the congestion and emissions problems that many cities struggle with. They have been a welcomed resource to the Avalon community. Thank you for your time and review. Should you have any questions regarding the City of Avalon's experience with their service and our relationship with Circuit in general, please feel free to contact me at dmaistros@citvofavalon.com. ZSinc ly _ avid M. Maistros City Manager Avalon City Hall - 410 Avalon Canyon Road - P.O. Box 707 - Avalon, CA - 90704-0707 Telephone: 310-510-0220 - www.CityofAvalon.com e& CIRCUIT Long Beach, California M -2,500 rides/month -10 min avg. wait time 27 metric tons of GHG y avoided this year A 4.95/5 average driver rating FREE Relevance to this RFP: • Los Angeles County service • Low Wait Times • ADA 100% electric vehicles • High driver ratings • Voted to expand service Client(s): Eric Lopez Contract duration Long Beach Eric.lopez@longbeach.gov Nov. 2022 - present Proiect Overview - Current Annual Prooram Cost: -S7.689.040 After a competitive RFP process in November 2022, Circuit was selected by the city of Long Beach to provide on -demand microtransit services with the goal of increasing community mobility in two key areas: Downtown Long Beach and Belmont Shores. Across both areas, we operate 6 Neighborhood Electric Vehicles, 2 with ADA accessibility for riders with disabilities and/or wheelchairs. As we do with all partners, Circuit provides the city with monthly data reports in order to maintain transparency about the success of the service and hourly, daily, and weekly usage. The program has been extremely popular over the last year and a half, boasting 2,500 riders/month while only operating -28 hours per week. Circuit worked heavily with the city to market the program and ensure that the Long beach community is fully aware of the transportation available to them. The program helps connect residents to the local beaches and downtown businesses during the busier weekend centered days (Thursday - Sunday). The program is seen as an investment in the community, driving economic growth by improving people's low-cost transportation options to local businesses. Due to the overwhelmingly positive support of the program from the community, the Long Beach City Council voted in February 2024 to increase service and expand the coverage area to connect the two zones together. 19 CITY OF LONGBEACH 1/10/2025 City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 RFP No. 2025-01 (Microtransit and Ride -Hailing Services) Dear Selection Committee, Department of Public Works 411 West Ocean Boulevard, 5" Floor Long Beach, CA 90802 (562)570-6383 I am writing this letter in support of Circuit's proposal for microtransit and ride -hailing services in the City of Rosemead. As the Director of Public Works in the City of Long Beach, I believe Circuit would be an excellent and effective provider for these types of services that will assuredly benefit the Rosemead community based on my own experience with them. In the City of Long Beach, Circuit has a proven track record of successfully implementing and managing transportation solutions that prioritize accessibility, affordability, and sustainability. The commitment to social responsibility aligns seamlessly with the City of Long Beach's goal of providing reliable transportation to the city's population at large. Circuit understands the unique needs of these user groups and has designed its services to be not only efficient but also user-friendly and accommodating. In the City of Long Beach, Circuit transported over 53,000 passengers throughout 2024 with an average wait time of 9.8 minutes with a four day per week service. Through the use of their electric vehicles, they also saved over 24 metric tons of GHG emissions. Circuit's team has been a pleasure to know and have delivered us an excellent turnkey mobility solution that has met and exceeded our needs as a community. Circuit's team has been great at building local support and has focused on jobs, safety and the communities it operates in. Their electric cars are cost- effective, equitable and help to combat the congestion and emissions problems that many cities struggle with. They have been a welcomed resource to the City of Long Beach community. Thank you for your time and review. Should you have any questions regarding the City's experience with their service and our relationship with Circuit in general, please feel free to contact me at 562-570-6041. Sincerely, Eric Lopez Director of Public Works City of Long Beach e CIRCUIT Chula Vista, California My 2,250 rides/month ry,+� -10 min avg. wait time 35 metric tons of GHG avoided this year y A 4.96/5 average driver rating iii t- SHUTTLE +' FI Relevance to this RFP: • Multiple Funding Partners • Low Wait Times • ADA Vehicles • High driver ratings - community driven prograr Client(s): Dennis Gakunga Contract duration Chula Vista DGakunga@chulavistaca.gov June 2021 - present Project Overviews - Current Annual Program Cost: -5673.713 The Chula Vista Community Shuttle Program received a $1 million grant in June 2021 as a part of the California Air Resource Board Clean Mobility Options Program. Excited to hear of this program, the Community Congregational Development Corporation (CCDC) provided an additional grant of $1 million to expand the program for future years. The program in Year 1 was reserved only for seniors SS years of age and older, and is now open to the general public for a flat rate of $2 per person under 55, while remaining free for seniors. This program has been a prime example of Circuit's capabilities to materially change the lives of underserved, elderly or disadvantaged communities by improving their access to transportation. Elderly residents of Chula Vista now rely on Circuit to take them to the grocery store, doctor's appointments, the local pharmacy and shopping downtown. The service enables them to gain back their freedom to go where they want, when they want, all while reducing our overall greenhouse emissions from transportation. The program's goals have been to reduce greenhouse gas emissions to improve public health and the environment and strengthen the economy, particularly in disadvantaged communities. The program also features a call center with bilingual agents for those who do not have access to a smartphone and/or do not speak strong English. 20 O CIRCUIT Huntington Beach, California -6000 rides/month 5.57 PPVH 0 6.3 min avg. wait time A 4.96/5 average driver rating Relevance to this RFP: • Multiple Funding Partners • Low Wait Times • ADA Vehicles • High driver ratings • Community driven program Client(s): Chau Vu Contract duration Huntington Beach chau.vu@surfcity-hb.org June 2021 - present Proiect Overview - Current Annual Overview - Current Annual Pr�ram cost: Since June 2021, the City of Huntington Beach and Visit Huntington Beach have partnered with Circuit to provide a 100% electric micro -transit solution for residents and visitors with -7 electric vehicles to call on -demand rides anywhere in the coverage area. The service charges $2 per rider which has helped to decrease cancellations and lower average wait times to consistently below 7 minutes! The service has gained notice from local press with recent articles in the LA Timesz and Surf City Break' describing the service as a way to "Say goodbye to traffic and parking hassles". A major goal of this service was to drive economic growth in downtown Huntington Beach and enable visitors and tourists to have better access to local businesses. Circuit worked with the city to design a coverage area that would direct users to these hotspots and increase tourism dollars spent in the identified areas, contributing to-530K/month in economic impact. We provide the city with monthly data reports and recently completed a survey to provide additional qualitative information and feedback from riders. • •A 21 January 30, 2025 City of Rosemead CITY OF HUNTINGTON BEACH Public Works Department RE: Request For Proposals Micro Transit Services To whom this may concern, Chau Vu Director of Public Works I am writing this letter to confirm that Circuit Transit Inc.'s has a service contract with the City of Huntington Beach since 2022. 1 believe Circuit provides a similar service that will assuredly benefit the City of Rosemead Community. Thank you for your time and review. Should you have any questions regarding the City of Huntington Beach experience with their service and our relationship with Circuit Transit in general, please feel free to contact me at 714-374-5345 or chau.vu@surfcity-hb.org . Sincerely, Chau L. Vu Director of Public Works 2000 Main Street, California 92648 • Phone 714-536-5431 • www.huntingtonbeachca.gov 6 CIRCUIT Iride, LAX Employee Shuttle 2,600+ rides/month Smart -stop operation 166 Metric Tons of GHGlow- a saved over the program MF y Relevance to this RFP: • Employee Shuttle Service 4.89/5 Average Driver • EV Van Program A Rating Smart Stop integration • Significant reduced GHGs Extremely popular service Project overview Circuit's Iride service, in partnership with software provider RideCo, offers a convenient and eco -friendly transportation solution specifically for LAX airport employees living in Inglewood and Lennox. As part of this on -demand shuttle service, Circuit operates a fleet of five electric passenger vans, including one wheelchair -accessible van. The service operates between various stops throughout the City of Inglewood and Lennox, connecting to the six airport terminals, ensuring efficient and reliable transportation for airport employees. In May 2021, Circuit was approached by UrbanTrans and RideCo, the Project Manager and software provider for LAWA and the City of Inglewood's Iride program, to replace their existing underperforming operator. Circuit was selected due to its operational expertise and ability to electrify the program's fleet. Since taking over as operator of the Iride program, Circuit has accommodated roughly 2,600 passengers per month for over 65,000 total passengers, achieving a 4.9 average ride rating, only.52% of total rides abandoned, average passengers per vehicle hours of 3.1 and 184 average unique riders per month. Additionally, due to the use of electric vehicles we have saved over 166 tons of GHG emissions, the equivalent to nearly 40 gasoline -powered passenger vehicles driven for one year. 22 e& CIRCUIT Proposed Service Model Contents. • Alignment with Transit Goals • Service Proposal • Technology • Recommended EV Fleet • Safety, Accessibility & Environmental Impact • Marketing Plan l@& CIRCUIT Proposed Service Model Alignment with the City of Rosemead's Transit Goals Having closely followed the transportation discussions in the City of Rosemead for years, Circuit is the provider most readily prepared to meet the needs of the city. In preparation for this RFP, we thoroughly reviewed the RFP, studied the service area described, spoke with our local operations team and aggregated this data to our transit planning experts. Circuit's microtransit and ride -hailing solution is strategically designed to align with the City of Rosemead's key transportation objectives, ensuring a seamless transition from the current transit system while improving accessibility, efficiency, and sustainability. By leveraging our extensive experience in operating all -electric, on -demand transit services, Circuit offers a cost-effective, rider -centric mobility solution that enhances service availability and reliability while reducing environmental impact. Enhancing Accessibility & Service Efficiency The City aims to replace its existing fixed -route and Dial -A -Ride (DAR) services with a more flexible, rider -responsive model that meets the evolving mobility needs of its residents. Circuit's microtransit platform is built to provide on -demand and scheduled ride options, ensuring that seniors, individuals with disabilities, and general passengers have convenient, ADA -compliant transportation at all times. Our service model supports advance reservations, same-day requests, and real-time ride -hailing, optimizing coverage within city limits and designated medical destinations. Supporting the Transition to an All -Electric Fleet The City of Rosemead has placed a strong emphasis on sustainability, requiring a 100% electric fleet for its new transit model. Circuit is a leader in zero -emission microtransit, with a proven track record of deploying fully electric vehicle fleets in cities across the country. Our fleet management approach ensures vehicle reliability, seamless charging infrastructure integration, and proactive maintenance, helping Rosemead achieve its climate and sustainability goals while providing a smooth transition from its current fleet. Providing Cost -Effective, Scalable Transit Solutions Circuit understands the City's focus on cost efficiency and operational flexibility, particularly given the shift from traditional fixed -route transit to a dynamic, demand -based model. Our pricing structure offers a competitive, scalable model driven by smart ride -pooling technology and optimized vehicle allocation (further details in our cost proposal sheet). We ensure that vehicle availability is adjusted based on demand, allowing for scalability while maintaining fiscal responsibility. Additionally, our advertising partnerships and sponsorship opportunities can provide an alternative revenue stream to help offset operational costs for the City. Ensuring Rider Satisfaction & Operational Excellence Circuit's transit solutions are community -driven, technology -enabled, and rider -focused. 27 S CIRCUIT Our proprietary ride -hailing app offers real-time tracking, seamless payment integration, and intuitive trip planning, creating a modern, user-friendly experience. We prioritize high-quality customer support, including 24/7 assistance, multi -language service capabilities, and data -driven service adjustments based on rider feedback. Our goal is to exceed the City's customer satisfaction benchmarks, ensuring that residents receive a reliable and enjoyable transportation experience. Seamless Transition & Service Integration To support the City in transitioning from its current system, Circuit proposes a phased implementation plan that minimizes disruptions while gradually scaling microtransit and ride -hailing services. Our team of experienced all -electric operations planners will collaborate closely with Rosemead officials to ensure that new service zones, digital integration, and rider education initiatives are smoothly executed. Additionally, our platform is designed to integrate with the City's existing transit reporting requirements and future multimodal transportation initiatives. By aligning with the City of Rosemead's goals of sustainability, accessibility, cost -efficiency, and service modernization, Circuit is uniquely positioned to deliver an innovative, scalable, and community -centric microtransit solution that enhances mobility for all residents. Rosemead Service Simulation To better plan and identify service gaps, our Data Science team ran service simulations with our transportation network simulation tool to uncover meaningful data that can help with planning the zone, stops and overall parameters of a microtransit service. We provide detailed analysis on estimated ridership, needed revenue hours of service, and costs. Here's how it works: • Simulations for Expansion Planning: We utilize real-world data such as population demographics, existing service ridership, and our historical data aggregated from all of our services nationwide. These simulations provide predictions on potential demand for new service areas, enabling accurate estimations of ridership for future expansions as well as current services. • Vehicles needed and Service Efficiency: We also can estimate the number of dedicated vehicles needed based on expected ridership and service configurations. It considers variables like trip duration, waiting times, and vehicle utilization to help the City understand how many vehicles would be needed to meet expected demand in a new area. Cost Estimations: Using data from existing services or other inputs, our simulations can calculate overall operational costs, and vehicle requirements. This helps the City forecast the financial impact of future service expansions, including required resources and expected revenue. We believe this allows the City to make data -driven decisions during the planning and operational stages to determine the potential performance of an on -demand microtransit 28 C& CIRCUIT service. Using a variety of demand and supply scenarios, we can provide several insights to address specific objectives. Project Understanding Our technology is uniquely suited to address the specific challenges faced by Rosemead. The City is characterized by diverse geographic and demographic conditions that require flexible and adaptive transit solutions. Key considerations for this service include: • Service area includes all City of Rosemead streets, and specific locations outside of the city limits (but within 5 miles). • The Dial -A -Ride service operates seven (7) days per week, from 6:00 AM to 7:00 PM on Weekdays and 5:00 AM to 8:00 PM on Weekends. • The Explorer service operates seven (7) days per week, from 5:00 AM to 8:00 PM on Weekdays and 10:00 AM to 5:00 PM on Weekends. • Average wait time should aim to not exceed 15 minutes from request to pickup. Results Our data science team has utilized our advanced transportation network simulation tool to estimate critical metrics. Utilizing preliminary data, we estimate that 4 to 5 vehicles will be sufficient to meet the City of Rosemeads' performance targets within the designated service area. We are excited to refine these projections further by engaging in a detailed discovery phase with the City, which will incorporate localized demand patterns, service parameters, and stakeholder input to tailor the final service recommendations. 29 CIRCUIT Approach to Operational Framework operational Approach Based on Circuit's understanding of the City of Rosemead's goals through direct conversations over the last five months in addition to our service simulations, we have provided the City with our recommendations for meeting service needs as well as several options with regards to fleet size and fleet makeup. Library. Art Museum_ V in Marino East San South Gabriel Pra" Pasadena Peck Road Temple City Water CO5te0 Who[ alp Conservation Park Alhambra Sams ClubQ s k Hawaii Supermarket® m r M." �---ELMonte p Calif me Monterey Par re.e aomrs Sia Umve 'Ity. South EI os An elesm Monte California umr, Cl Costco WholesnIn (Er -Whitoer ® rm, Narrows Avocado Heights ® Recreation Area w) Ea9 Los jt•ntebeho - Angeles Montebello ®Sprayard Zoa Rose Hills Memorial Park del OutletsQ &Mortuary Commerce b liod mmbuu_ Proposed coverage area for Rosemead dedicated micratransit services along with a larger circle for trips within a 5 mi radius of city center. Service Hours F (Weekdays) Monday - Friday Dial -A -Ride: 6:00 am - 7:00 pm Explorer Services: 5:00 am - 8:00 pm (Weekends) Saturday - Sunday Dial -A -Ride: 5:00 am -8:00 pm Explorer Services: 10:00 am - 5:00 pm Dial -A -Ride service is defined as providing advance -reservation, curb -to -curb demand responsive transportation to seniors (55+) and individuals with permanent disabilities within the city, to destinations within 5 miles of the city limits, and for medical appointments to the Kaiser Hospital facility in Baldwin Park and the Huntington Memorial Hospital area in Pasadena. arket19 osemeac F5ss Lane r r GARVEV t 1 nii le 30 6 CIRCUIT Those who do not meet the above criteria for Dial -A -Ride service can utilize the service within city limits during the Explorer service hours shown above. Dedicated Vehicle Breakdown: • Four (4) - five (5) total vehicles covering all trips within the green zone • One (1) -two (2)100% electric VW ID.Buzz (5 pax) • Three (3)100% electric ADA Van (6 pax + 1 wheelchair) This service will utilize this mixed fleet to service the entirety of the green zone. Circuit has extensive experience operating electric vehicles in programs across the country and we are confident that the vehicles we have selected will help to achieve an industry leading passenger per vehicle hour (PPVH) and help to promote the overall service due to their unique look and enjoyable rider experience. In addition to the dedicated fleet of vehicles, Open Fleets can be utilized to connect any excess trip demand to Lyft in order to ensure a maximum wait time of 15 minutes. Open Fleets usage would be tracked closely, and if the monthly cost begins to approach the cost of a dedicated vehicle, an additional dedicated vehicle can be added to service within roughly 30 days upon written notice to proceed from City. Open Fleets: Real -Time Trip Brokering with Ride -Hailing Services Open Fleets allows agencies to run a cost-effective and rider -friendly mixed -fleet Chl New FIW on -demand service all within the Platform. Open Fleets is the first technology in the Name My Iyft Fleet industry to natively integrate dedicated public Open Fleet transit fleets with local taxis, TN Cs and otherMake sure y°r've cnntacterg ter selected open Fleet o prwldet to ensure they can accept tips from your services local transportation providers in a single heforeconnecting this httt to a ru"n"g Service cloud -based software platform to augment o,e, Fleet= vehicle supply. In 2023 over 1 Million trips were successfully dispatched via open Fleets. Open Fleets facilitates a two-way integration between the software platform and third -party dispatch systems used by NDSPs. Key features and benefits include: • Automatic Trip Brokering: Automatically assigns trips to the most cost-effective vehicle fleet, increasing cost savings by ensuring trips are serviced by the most affordable options available that meet the trip's requirements. • Integration with Various Fleet Types: Allows integration with Lyft, local taxis, and other fleet providers, enhancing service quality and reducing wait times for riders by expanding the available fleet options. 31 CIRCUIT • Centralized Software Platform: Offers a unified platform for managing both NDSPs and dedicated multi -fleet operators, improving overall service management by providing a single interface for all operations, ensuring seamless management and operation of mixed fleets. • Contractual Requirement Management: Ensures trip minimums and other contractual obligations are met while utilizing NDSPs, maintaining service quality and compliance with contractual terms even when integrating non -dedicated service providers. • High Availability of Bookable Vehicles: With 90% of all bookable vehicles in North America available through Open Fleets, this feature improves on-time performance (OTP) and reduces wait times by granting access to a vast network of vehicles for service provision. • End -to -End Transportation Service Management: By providing comprehensive management for modern turnkey transportation services, including partnerships and coordination with various operators and call centers, Open Fleets enhances service quality for both the agency and its riders through efficient, integrated service delivery tailored to specific community needs. Our partnership with TNCs like lyft, Uber and Uzury provides the City with the flexibility to seamlessly mix dedicated agency vehicles with their non -dedicated network. By utilizing a mixed fleet of dedicated and non -dedicated vehicles, the City can maintain customer -friendly, responsive levels of service at a much lower cost. This is best illustrated in the figure below. Dedicated Vehicles Demand In the first figure, we have produced a system that can manage the peak demand periods, but because of staffing constraints, we must have an excess in fixed supply during certain times. In the second figure, we see how it becomes possible to "undersize" a system when there is the ability to broker out trips. In the second figure, the fixed supply will provide the core service for Dedicated Vehicles Non -dedicated Vehicles Demand M -0.-0a I'.O—O. I-0_-0- =0�� 0 10 12 la 9 Dedicated Vehicles 0 Non -dedicated Vehicles Demand passengers; however, third -party fleets can be dispatched on -demand to fill in the gaps between shifts and to manage peak demand, enabling a better passenger experience at a lower cost per trip. 32 S CIRCUIT With trip brokering, many agencies end up with a system that looks like the image to the right. Dedicated vehicles are used throughout the day, but during peak hours non -dedicated vehicles are used to supplement the dedicated vehicles. Through our partnership with TNCs like Lyft, Uber and Uzurv, the City can seamlessly tap into their rideshare network to dispatch overflow, off-peak, or "off -geography" rides to available drivers in the area. Integrating with fleet provider software Integration process for a new Open Fleet now takes weeks was challenging and time-consuming. rather than months, and hours for existing Open Fleets. Repetitive, manual tasks persisted Open Fleets architecture eliminates repetition. despite the invention of computers. Complex setup required extensive time Plug -and -play model simplifies integration, reducing and resources. complexity. We have dispatched over 2 million trips through Open Fleets, and have learned some lessons along the way. • Fraud Detection: By analyzing patterns such as unusual trip cancellations, repeated attempts to book outside the platform, or suspicious route changes, the algorithm identifies potential offenders before fraudulent activity impacts operations. This tool is built to prevent service abuse and give the City peace of mind when working with TNCs and non -dedicated fleets. • Lower Cost Per Trip: Beyond meeting demand with less dedicated resources, we can match any given trip with the most affordable and appropriate option. In Dallas, TX, the largest microtransit service in North America has an average cost per trip of just $13, made possible by Open Fleets. • Appropriate Rides for Appropriate Riders: The City will have complete authority on which groups of riders are eligible for Open Fleets rides, and which fleets can be matched to which services. For example, riders under a certain age may not be eligible to opt -in to take rides dispatched from Open Fleets and subsequently will only be matched to the dedicated drivers. 33 Open Fleets offers a wide range of capabilities, including live Limited capabilities and functionalities trip monitoring, scheduling, automated dispatch, and available out-of-the-box. reporting. Matching supply with demand or filling Open Fleets swiftly matches supply with demand, improving service gaps was cumbersome. community service. Third -party brokered trips are difficult Open Fleets centralized all trips, regardless of the provider, in and cumbersome to keep track of. one, intuitive agency view. Third -party brokered trips may result in Open Fleets makes unification of trip management possible so poor rider experience. that riders can call one number to inquire about trips. We have dispatched over 2 million trips through Open Fleets, and have learned some lessons along the way. • Fraud Detection: By analyzing patterns such as unusual trip cancellations, repeated attempts to book outside the platform, or suspicious route changes, the algorithm identifies potential offenders before fraudulent activity impacts operations. This tool is built to prevent service abuse and give the City peace of mind when working with TNCs and non -dedicated fleets. • Lower Cost Per Trip: Beyond meeting demand with less dedicated resources, we can match any given trip with the most affordable and appropriate option. In Dallas, TX, the largest microtransit service in North America has an average cost per trip of just $13, made possible by Open Fleets. • Appropriate Rides for Appropriate Riders: The City will have complete authority on which groups of riders are eligible for Open Fleets rides, and which fleets can be matched to which services. For example, riders under a certain age may not be eligible to opt -in to take rides dispatched from Open Fleets and subsequently will only be matched to the dedicated drivers. 33 CIRCUIT Boost service efficiency for PSTA Access & MOD Spare's Open Fleets - which integrated six fleet providers into Spare Platform - has allowed PSTA to power and commingle over 2,000 paratransit trips per day across Transdev, Uzurv, Wheelchair Transport, United Taxi, Uher, and Lyft. PSTA has seen a 147% increase in app usage since the introduction of the Rider app, decreasing overall call time to their call center. 95% 95% 18% OTP Rider Satisfaction PPVH Increase Pinellas Suncoast Transit Authority Service Area Phased Transition Plan from the Rosemead Explorer The Rosemead Explorer has provided fixed -route transportation throughout the city, offering affordable and predictable transit options for residents. Circuit's phased transition strategy ensures that existing riders seamlessly shift to a more efficient, flexible, and accessible on -demand microtransit system while maintaining service reliability. Phase 1: Dual -Service Period & Public Engagement Circuit will initially operate alongside the existing Explorer service to allow riders to adjust to the transition while maintaining familiar transit options. This phase includes: • Maintaining Explorer Operations in Key Corridors: The current fixed -route service will continue running during peak hours while Circuit introduces microtransit services in parallel. • Targeted Community Outreach & Rider Education: Circuit will hold informational sessions, digital and printed outreach, and in-person ride demos to help residents learn how to use the new service. • Early Pilot Testing of Microtransit in High -Demand Areas: On -demand vehicles will be deployed in areas with high ridership and critical destinations (e.g., shopping centers, senior facilities, and medical offices) to gradually shift passenger habits toward flexible scheduling. 34 S CIRCUIT Phase 2: Route Reduction & Microtransit Expansion Once initial adoption stabilizes, Circuit will gradually scale down the fixed -route Explorer service while increasing microtransit accessibility: • Reducing Fixed -Route Frequency & Coverage: Underutilized stops and routes will be consolidated while maintaining essential corridors to avoid service gaps. • Expanding On -Demand Vehicle Availability: More microtransit vehicles will be added to reduce wait times and increase trip coverage. • Real -Time Data Adjustments: Live service performance metrics, rider feedback, and trip analytics will help optimize fleet size, scheduling, and stop locations. Phase 3: Full Transition to Microtransit Upon demonstrating reliability and efficiency, Circuit will fully replace the Rosemead Explorer with on -demand microtransit: • Final Decommissioning of the Fixed -Route Service: The remaining Explorer routes will be phased out in favor of fully flexible, rider -driven scheduling. • Prioritization of Seniors & ADA Riders: Dedicated vehicles will ensure continued curb -to -curb access for Dial -A -Ride users and seniors, aligning with the City's existing DAR program benefits. • Post -Launch Optimization & Adjustments: Service zones, fare structures, and vehicle deployment will be refined to match actual demand patterns. Performance Metrics & Corrective Actions Circuit is committed to working closely with the city to establish performance metrics that align with the community's needs and service expectations. We recognize that key indicators such as on-time performance, customer satisfaction, and service reliability are essential in evaluating operational success. Circuit leverages advanced data analytics and real-time monitoring tools to track these metrics, ensuring continuous service improvement and adaptability. Once we have established these key performance indicators with the city, we can define corrective actions for failure to meet performance levels. We believe that performance targets should be set in collaboration with the city to reflect ridership patterns, service goals, and evolving needs. Our robust reporting system provides comprehensive insights into service operations, helping identify trends and areas for enhancement. By continuously optimizing our fleet management, driver performance, and customer service initiatives, we aim to deliver an efficient and reliable transit experience. Regarding corrective actions, Circuit follows a proactive approach that prioritizes service quality and operational efficiency. If performance falls below agreed-upon levels, we will work alongside the city to implement appropriate solutions, which may include targeted driver training, route optimization, technology adjustments, or service modifications. Our team is committed to transparent communication and swift resolution of any service concerns, ensuring that corrective actions effectively address identified issues. 35 e& CIRCUIT Our Technology The Platform offers a comprehensive suite of integrated tools to streamline microtransit operations. Our core products empower the City with the technology needed to enhance rider experiences, optimize operations, and ensure data -driven decision-making. The platform is built on an Open API architecture that allows other systems to easily interface with the platform, a drastic difference from other solutions on the market. Below is a high-level overview of the key components of the Platform: Our passenger -facing solutions include the Rider mobile app, available on iOS and Android, and the Rider Web portal. These tools enable riders to easily plan, book, pay, and manage their trips within the City's unified, agency -branded experience. With features such as account management, real-time trip updates, and booking flexibility, the Rider app and web portal ensure that the City's passengers have a seamless and accessible transit experience at their fingertips. The operations center is the command center for all operational activities. It provides the City administrators, dispatchers, and schedulers with an overview of historical, real-time and forecasted system performance, including passenger management, vehicle assignments, and service monitoring. This tool proactively alerts users to issues and allows immediate adjustments to daily operations, ensuring the entire service runs smoothly and efficiently. Key aspects of our Operations Center include: • Continuous Dynamic Optimization: The Engine drives continuous optimization by adapting to real-time changes, ensuring every trip is efficiently routed and resources are used effectively. Unlike traditional batch scheduling, it dynamically adjusts to service conditions, improving on-time performance and reducing disruptions. This real-time adaptability maximizes efficiency, providing a seamless and reliable experience across your operations. • Open Fleets (optional): Open Fleets enables seamless real-time trip brokering with third -party providers like TNCs and taxis. With over five years of development, this proven solution automates dispatch and scheduling across dedicated and non -dedicated fleets, boosting efficiency, reducing costs, and improving rider experiences—all from a single platform. The Driver app is designed to streamline driver operations for our fleet by providing real-time navigation, trip instructions, and operational updates directly on MDTAablet devices. Drivers can easily access their routes, manage pickups and drop-offs, and stay connected with the dispatch team through the app, ensuring efficient service delivery across the network. Through our Open Fleets technology, our platform can connect trip demand to any fleet provider, streamlining driver operations across DSPs, NDSPs, Brokers, Taxis, and more. Analytics is a powerful data collection and reporting tool designed to provide the City with in-depth insights into service performance. From National Transit Database (NTD) reporting to direct SQL access, real-time heat maps and detailed trip analytics, Analytics equips the City with the information needed to make informed decisions, identify trends, and continuously improve service delivery. This CIRCUIT tool is crucial for understanding the overall health of the transit system and driving data -driven improvements. We take an open ecosystem approach to microtransit technology, empowering agencies like the City to integrate seamlessly with existing software infrastructure and third -party tools. Our cloud -based platform, built on an Open API, ensures that all rider -centric actions, from booking to payments, can be easily connected to other systems like BI tools and fare payment processors. This flexibility means the City can leverage Direct SQL access to streamline data analysis or plug into existing business intelligence platforms to enhance operational insights. The following sections provide a detailed overview of the platform and its key features. Rider App: Mobile Application Free to download for any rider, the Rider app's sleek user interface and intuitive one -tap booking process, allow riders to plan, book, and pay for rides through transit services powered by the Platform. The City will receive a white labeled/branded Rider app, giving passengers a cohesive customer experience across all your transit services. Key features and benefits include: Add na.s 'R uw4s Reaerve extra seats for everyone X aa., Raa,a,y�N rYysr. what havefn" yvylwrawwwwyp You can choose which rider tyass you w - t went to support on ywr services. •- - t ssr.. can 0e set mdefooral dy for ow o areal rider type. ...,...,... o us t o a o a wwwoo a Add attusibility fasatum Add any locessimrty ho,ish orces. Riders will only de matched to vehicles the can nlppo t their needs. Why they matter Real -Time Trip Riders receive real-time updates on vehicle location and trip status, keeping them Notifications and informed at every step of theirjourney. This includes driver ETA, pick-up and Vehicle ETA drop-off locations, and detailed vehicle information such as license plate, make, and color. This feature ensures riders have all the information they need for a smooth and reliable experience. Accessibility Transit access is crucial for those who rely on public transportation, especially older Options adults, low-income individuals, and people with disabilities. The Rider app supports OS and Android accessibility features, including live text -to -voice, ensuring that all riders, regardless of impairment, have equal access to on -demand transit. For administrators, the accessibility options list is fully customizable by the City, allowing easy configuration of features such as wheelchair accessibility, small child accommodations, door-to-door service, and more. Intuitive Search Riders select pick-up and drop-off points by searching for street address, point of interest, a displayed map with pin drop, or based on the user's currently detected location, making trip planning incredibly easy and efficient. Riders can also request a wheelchair -accessible vehicle. 37 a CIRCUIT Why they matter Managing Rider The Rider app enables users to easily create accounts that store essential Accounts information, such as favorite locations and homework addresses, and payment details for seamless transactions via credit, debit, or other popular methods. The user-friendly interface ensures a smooth experience, and as the system collects rider data, it continuously improves route efficiency based on insights gathered about the rider and the region. Rider Reviews for The Rider app prompts passengers to review their trip experience after departing Continuous the vehicle, creating a continuous feedback loop for service improvement. Feedback Administrators can enable Rider Reviews, allowing riders to provide in -app ratings and feedback on their trip or driver. Additionally, rider surveys can be activated to gather deeper insights, enabling fine-tuned adjustments to the service, such as reducing detour times, adding virtual stops, or expanding vehicle availability. Rider Web: Web Booker Designed to mirror the functionality of the Rider app, Rider Web is a ' customer -facing app that allows riders who "$+-, /.unaV. CXnmit f350 prefer to book trips in ®o,„M„a,,°°,,,,,, a web portal or do ®.0 aso not have access to a ,o,, '°' ”"°`""°' smartphone to register, plan, book and pay for their trips. Riders can receive trip details by email, SMS, or in -app push notifications. Calling Into a Reservationist a Riders using the on -demand service can opt to call a reservationist. While the agent is on the phone with the rider, they can provide real-time updates, including ETA of the vehicle, vehicle type, driver name, expected duration of the trip and more. Through Delayed/Early Trip Notifications, riders who prefer to book over the phone will receive ETA updates through the phone as well. This feature paints an accurate picture of riders who book by calling in without having to contact administrators to find out where a late ride is—saving time for dispatchers and providing more peace of mind for riders. 38 e& CIRCUIT Add Request R der QAGeraldineDiMarco .12345678910 View Clear gerbearisgmail.com Pickup Location 1480 Ginger Ln, Pine City Add Pickup Note Dropoff Location 345181st St, Pine City Add Dropoff Note Service I ® Trip Time 4 14 ♦I Leave Now Leave At Arrive By Passengers (maximum total B) Adult 1 Senior 0 ,A ..c_, at .6, 0 11 L-, =.-a Ci:, Estlmeted 10{10 AM • On TIIM W!ruuw 5.30 AM -1000 AM Q Rule furs -23 91n.4.5 ml Q Dropoff at 3451 61st St, Pine City Eatima1M 10,45 AM r Q1 TgM Earlast 10:00 AM, lale5111'.30 AM aso3d3o Operations -•- citypara • OApara,ansn for er5rom ria- 'Dri ® Citylvli OnDemand Trip Time 4 14 ♦I Leave Now Leave At Arrive By Passengers (maximum total B) Adult 1 Senior 0 ,A ..c_, at .6, 0 11 L-, =.-a Ci:, Estlmeted 10{10 AM • On TIIM W!ruuw 5.30 AM -1000 AM Q Rule furs -23 91n.4.5 ml Q Dropoff at 3451 61st St, Pine City Eatima1M 10,45 AM r Q1 TgM Earlast 10:00 AM, lale5111'.30 AM aso3d3o Operations -•- Operations is your mission control center o for microtransit operations. This is where • 2221 Rx1LiN a. p-" ' bemin we will ensure the City is set up to run and �' 41 hla�"ialit a Ntle:.°nla ,.,ncen!na 15 monitor your services, and other demand response services you may want to power using the technology. The City's service �t8 planners, dispatchers, schedulers, and administrators can create new service° zone(s), and specific transit stop locations, set the operational time limit, set driver y° • a°=^^ �' shifts, track vehicles, book and schedule ®p.•. trips based on requests, set subscriptions, and more. On the back end, the Engine automates passenger -to -vehicle matching for maximum efficiency. Our advanced routing technology ensures real-time updates, providing a seamless experience for both riders and drivers. Key features and benefits include: 39 a CIRCUIT Live Map Our Live Map provides dispatchers with a real-time, comprehensive view of the entire fleet's operational status. Dispatchers can swiftly identify vehicles at risk of delays, playback historical vehicle movements and speed to uncover insights and access detailed data on specific vehicles, including their manifests and scheduled pickups. This enables immediate, data -driven decision-making, allowing dispatchers to intervene manually when necessary, adjust routes, and mitigate potential service disruptions. The Live Map is a critical tool for maintaining operational efficiency and ensuring consistent, on-time performance across the network. Mission Control & Our system provides real-time performance monitoring with updates every 10 Live Requests seconds, enabling dispatchersto quickly identify and address operational issues. Dispatchers can manage trips, assign vehicles or drivers, adjust duties, and optimize trip matching — all from a single, integrated interface. This centralized command center allows for efficient, streamlined operations, ensuring adjustments can be made rapidly and effectively to maintain service reliability. Dispatcher The Dispatcher Intervention tools empower dispatchers to make real-time, Intervention informed decisions that enhance and extend beyond automated processes. These tools provide a centralized "hub" for executing manual interventions (see figure � xpxe m�o p T ren Q PlexiWii3YOY♦rdd0 e .I • Ll,na,Ine9mmmen on Tua. Sep 38. 303D Ww.w m Dispatchers can seamlessly accommodate last-minute trip requests, adjust operator schedules, and respond to real-world conditions, ensuring compliance while maintaining service efficiency. In addition, we offer a quick -fix tool to tackle vehicle breakdowns, enabling dispatch to Flag when that happens and allow our engine to automatically reroute trips and keep your service running smoothly. Unscheduled This feature is designed specifically for booking agents to ensure that every trip Trips request is fulfilled. Even when immediate slotting isn't available, the City's team can manually prioritize and allocate trips, allowing the Engine to optimize and find available capacity later. This ensures that no trip request goes unaddressed, providing an additional layer of control and flexibility to meet the demands of your riders while maintaining compliance with service requirements. 40 ♦�Pmo p.wn.nx o.,...eww Wim u..wy ..,. ��.10, .�a�.�.w.. ss.M�."o. .,..w xn�r .."w •+.•w e�iw. mm Ll,na,Ine9mmmen on Tua. Sep 38. 303D Ww.w m Dispatchers can seamlessly accommodate last-minute trip requests, adjust operator schedules, and respond to real-world conditions, ensuring compliance while maintaining service efficiency. In addition, we offer a quick -fix tool to tackle vehicle breakdowns, enabling dispatch to Flag when that happens and allow our engine to automatically reroute trips and keep your service running smoothly. Unscheduled This feature is designed specifically for booking agents to ensure that every trip Trips request is fulfilled. Even when immediate slotting isn't available, the City's team can manually prioritize and allocate trips, allowing the Engine to optimize and find available capacity later. This ensures that no trip request goes unaddressed, providing an additional layer of control and flexibility to meet the demands of your riders while maintaining compliance with service requirements. 40 S CIRCUIT 6:00 AM 8.00 AM 10:00 AM 12:00 i Unmatched Requests ' . ■ View Unmatched 8:13 AM -9:08 AM Wanda Breckenridge 1 hour, 7 mins to deadline Qo South Briarwood Service Setup Easily launch and configure services with our intuitive zone creation tool, which 41 simplifies the process by removing the need for complex GIS software. The user-friendly interface enables quick adjustments and seamless setup, allowing your team to deploy and modify services with minimal effort. This streamlined approach ensures that your operations remain adaptable and responsive, providing the flexibility needed to meet evolving service demands without technical complexity. Vehicle Customize and manageyourfleet with detailed configurations, including vehicle Management type, capacity, accessibility features, wait time thresholds, and break policies. Our system provides all the necessary tools to efficiently manage both dedicated fleets and non -dedicated Broker and Taxi fleets, ensuring that the right vehicle is always prepared to meet the specific needs of your service. This comprehensive approach to vehicle management enhances operational efficiency and service reliability. Driver Streamline driver management by easily adding, updating, or removing profiles. Management Keep everything organized with straightforward CSV imports and exports, ensuring your driver data is always up-to-date and accessible. Managing Rider Easily create and manage detailed profiles with customizable fields, allowing for and Driver personalized service. Track preferences and history effortlessly, enhancing the Profiles experience for both riders and drivers. Access Privileges Customize user permissions to control who can access and manage different parts of the system. Our flexible, secure, and scalable approach ensures that your agency maintains the right level of control as it grows. custom Mobile Transit organizations can provide a range of payment options for riders. The ability Fare Payment: to create custom fare payment methods encourages Payments multimodal travel and ultimately increases ridership. Options Our payments feature streamlines mobile fare paymentsfSin* ,,,,,,,,,„,,,„„ with many features that create a seamless and secure experience for every touchpoint in the payment process.C•.aN,^ ^ •^•^ •^ a` Our software offers multiple payment methods for „„q"^^ and unbanked riders. the City can customizedifferent ^banked fare paymenttypes, like tickets, tokens, cash, 1..a 4242 ^, .,,mm",,.^ atransit passes, and more based on your existing options for riders. With our payment method types: "dNeWGd • Admins can create custom payment methods and apply these methods to each service • Riders can select payment and method directly from the Rider app • Reservationists can set default payment methods for riders, helping speed up 41 e& CIRCUIT the booking process by confirming the payment method for each trip In addition, We offers a digital fare pass integration that already supports Token Transit, the GoPass app and ticketing systems, and this same deep link infrastructure is available for other fare providers. Through our Open API, We safely integrate with payment software Stripe, a certified PCI Level 1 service provider that is well-known and used around the world. An electronic purchase solution, Stripe supports a variety of payment processors and gateways including but not limited to all major credit cards, debit payments, Paypal, Google Pay etc. Additionally, our open API allows us to partner with any payment solution chosen by the City as long as that solution has an Open API into which we can integrate. If this is a requirement, please let us know so we can begin scoping and discuss any applicable costs. The Engine At the core of the platform is the Engine, an advanced algorithmic system designed to optimize demand response operations. This powerful engine addresses key challenges such as manual batch scheduling, inefficient driver manifests, and the inability to adapt to real-time changes, all while significantly boosting OTP. Engine leverages a proprietary algorithm to analyze thousands of potential matches for each trip request, dynamically adjusting to real-time service constraints. This ensures optimal routing, scheduling, and resource utilization across the entire network. Key features and benefits include: GO (Hourly Engine's GO feature reorganizes driver manifests every hour, ensuring schedules Scheduled are optimized to accommodate new bookings and cancellations. This hourly Optimization) adjustment maximizes resource efficiency and maintains high service levels before vehicles are dispatched, allowing for dynamic and responsive operations. GOLD (Global GOLD is the core of the Engine, continuously enhancing scheduling efficiency by Optimization of reassessing and rematching trips in real time. Every 10 minutes, the system Live Duties) evaluates live duties and redistributes tasks among drivers, ensuring that operations remain flexible and responsive to changing conditions. This real-time optimization significantly boosts scheduling efficiency, helping to keep your service running smoothly and on time. Targeted Targeted Optimization is designed to address trips that are running late. The Optimization system continuously monitors these trips and evaluates options to reassign upcoming pickups to different drivers, minimizing delays. If a passenger is at risk of missing their pick-up window, our event -triggered optimization can reassign them to another vehicle, further enhancing overall efficiency and OTP. The effectiveness of the Engine is evidenced by substantial improvements in operational metrics post -implementation. For instance, Citibus in Lubbock, Texas, experienced an OTP increase from 75% to 94% and expanded its service area to cover 100% of the city limits after switching to our platform and utilizing the GOLD feature. Similarly, CapMetro in Austin, Texas, saw its OTP rise to over 95% during peak hours with the help of Targeted Optimization, compared to 88% with their previous Trapeze -powered system. 42 a CIRCUIT Driver Instructions: Real -Time Navigation The Driver app is a driver's direct interface into all services powered and facilitated by the Platform. The Driver app can be used by contracted or agency -owned dedicated drivers by simply downloading the free iOS or Android application. Depending on region availability, non -dedicated (third -party) drivers, such as local taxis and TNCs, can also use the driver app and be set up as an 'Accept/Reject' fleet which offers taxi drivers a choice in accepting trips. Trips are automatically dispatched to the driver and added to their trip itinerary from the Platform. Tablets and tablet terminals can be easily installed and locked in the vehicles to host the Driver app. The Driver app, the Rider app, and Operations work harmoniously to send and receive live vehicle data, including live vehicle tracking, driving durations, service mileage, driver breaks, unique vehicle identifications, and accepted trip requests. Key features and benefits include: Why they matter Real -Time Data The Driver app delivers vehicle data in real-time, including fully automated turn -by -turn navigation. The Driver app tracks and sends all live vehicle data, at frequent intervals, back to the Operations Portal. The platform then uses this information to provide full live vehicle data to administrators and riders, including live vehicle tracking, driving durations, service miles, unique vehicle identifications, accepted trip requests, and more. Live traffic is also accounted for to ensure the optimal route is always taken Dynamic Break Automated Driver Breaks let our operations managers set a policy for how breaks Scheduling should be facilitated for our fleets. Once a policy is created, any new vehicles/drivers associated with the fleet will receive a break in its manifest. Unlike other software that requires specifying break windows for each duty which can be time-consuming, we utilize dynamic break scheduling and continuous optimization that can be completely automated. voice Guidance Voice guidance is available for drivers to focus on the road and not get distracted while the Driver Nudging feature increases the interface's ease of use. When drivers forget to execute the next task, the app monitors this and nudges drivers with helpful prompts when the app senses a task was not executed, ensuring a seamless workflow. In addition, many drivers are working during times when there is little or no daylight. To provide a safe experience for the driver and riders, the Driver app automatically switches into Dark Mode. If needed, this feature can be overridden in the settings. Flagging Down a Sometimes riders need to quickly hop on a vehicle without it being dispatched Ride from the Rider app or a call center. To handle this, the Driver app has Flag Down functionality. This enables the driver to quickly add new trips to the vehicle and inform the rider of their expected drop-off. EIM CIRCUIT Reporting Analytics is a powerful reporting and analytics suite that empowers the City to make data -driven decisions in real-time. All services on the Platform are continuously monitored and analyzed, with key performance indicators (KPls) displayed on an intuitive dashboard. The reporting panel allows easy filtering by date range, service area, service type, and more, enabling quick access to segmented data. The Analytics tool also offers configurable weekly reports that can be automatically emailed to management, providing an at -a -glance overview of service performance. This feature allows management to easily check key metrics like OTP, driver alerts, and other essential data on their phones or desktops, ensuring they stay informed without needing to log into the system. Additionally, you can subscribe to daily reports via email, keeping your team updated with the latest service insights. Below is a description of its key features and benefits: 44 Why they matter Custom Analytics simplifies your reporting process with customizable and pre -built Reporting templates for easy export of service performance reports in Excel format. The City can deep -dive into detailed analyses with over 80 columns of ridership data, and easily filter this information using tools like Google Sheets or Excel. The Report Templates feature allows you to save your preferred data configurations for quick and efficient access in the future, helping you meet NTD requirements with ease. Service Gain valuable insights into key metrics such as boardings per hour and punctuality Enhancements through an intuitive KPI dashboard. Analytics helps you identify opportunities for service improvement by analyzing user demographics and peak times, enabling you to make data -driven adjustments that enhance overall performance. Visualize Data Easily identify high -demand areas and trends using heatmaps and histograms. with Heatmaps These visual tools help you fine-tune routes and service zones, optimizing and Histograms efficiency and ensuring your resources are deployed where they're needed most. Trip Search Capture and analyze data on all requested journeys, including those that don't Analytics result in a trip, to gain valuable insights into travel patterns. This information is crucial for understanding rider preferences and supports targeted service improvements. Exportable reports allow you to differentiate between on -demand and demand response trips, providing a clear view of howyour services are being utilized. Optional Trip The Rider app can track the purpose of each trip, linking this data to funding Purpose Tracking sources for detailed reporting. This feature enables you to make informed decisions about fund allocation and service improvements, based on actual user needs and the specific reasons people travel. 44 S CIRCUIT Staffing Driver Ambassadors Circuit's Driver Ambassador program is a critical part of Circuit's proposed approach to this project. We have put extensive capital and effort into developing a robust hiring and training program backed by our standard operating procedures, driver manuals, and health & safety plans designed to provide high quality customer service through a fun and convenient on -demand service. Circuit's driver program is what separates us from other microtransit providers like Via, who hire contractors from other agencies that have W2 drivers. This lacks accountability and control over the behavior & hiring quality of their drivers, something that Circuit puts first and foremost in all our operations. Circuit will ensure all Driver Ambassadors for Rosemead meet and follow all applicable laws & guidelines as required. Our focus will be to hire drivers with high degrees of customer service and professionalism as well as local knowledge of the community, as our drivers are ambassadors for the customers they serve. We already have an extensive pool of drivers within LA County and have referrals/inbound requests to drive on a daily basis. We feel confident based on the existing driver pool and volume of interest Circuit receives from interested LA County driver applicants, we'll be able to quickly identify and hire the highest quality drivers for the Rosemead Program. Commitment to Hire Locally Circuit prefers and always makes an effort to hire Driver Ambassadors from within the proposed service area who have local knowledge and experience of the community they will be serving. One of the many benefits of hiring locals is ensuring staff are familiar with the location and can serve as a knowledgeable ambassador. Through our 13+ years of being a turnkey operator, we have experience with quickly sourcing drivers by posting job openings on popular platforms such as Indeed as well as working with local workforce development and job placement centers to source qualified local candidates as is needed by the service or to support any future expansions. This model also reduces greenhouse gas emissions by minimizing worker's commutes and supports the local community by providing jobs. Qualifications and Screening As highlighted, Circuit seeks specific driver qualities that ensure safety, professionalism, a focus on customer service, and knowledge of the service area. All Circuit driver ambassadors are at least 21 years of age, have an active driver's license for at least 3 years, have a clean driving record with no accidents or tickets and must be cleared to drive by our insurance carrier through Motor Vehicle Record and/or Background Checks. We can quickly add drivers and vehicles to our national auto insurance policy and avoid delays when new drivers are hired. 45 @ CIRCUIT Driver Training - For Circuit, By Circuit Our corporate operations team is filled with experienced microtransit leaders who have successfully designed training and safety programs specific to our unique operations. The team develops and maintains these operational policies and procedures, including over 180 pages of Operations Manager and Driver Ambassador training guides, and supports standard operating procedure (SOPS). They hire and train new regional managers and coordinate hiring and training for new drivers. All of our training materials are carefully curated by a combination of risk & safety team and central operations team specifically for Circuit. Unlike other providers, Circuit does not outsource any of our training or hiring processes allowing us to guarantee high quality and accountability. Circuit has extensive experience compiling with federal, state and local operations requirements. Our training program itself covers safe and efficient operation of electric vehicles, cleaning and safety processes, and customer service. Our program is split into two distinct sections - classroom training and hands-on training. Classroom Training Drivers receive initial classroom training when they start that covers the following: • Safe operation of our vehicles • Communications policies • Efficient operation of an EV, • Effective cleaning procedures maximizing battery charge • Accident reporting/response • Maintenance Checks • Risk & Safety • Customer service and passenger • Any and All Additional Training relations Required by our Partners • Company Policies and Procedures • Handling ADA Requests • Hazards of the Job • Sample Scenarios • Emergency procedures and plan • Use of the relevant technology • TAP Training Training is conducted by local managers and supervisors and the corporate team. Since all of the content that Circuit utilizes is fully created by the Circuit operations and risk & safety team, the city can be confident that the training is specific, tailored and fully aligns with the requirements laid out within the RFP. Hands -On Training Following the classroom training, all new Driver Ambassadors are observed on ride-alongs, receive ongoing on-the-job training, and are updated on any new operational policies or procedures. This aspect of the training is always continuous but emphasizes getting hands-on experience with the vehicles they will be using, and putting the learnings of the classroom into practice. The local supervisors and managers are heavily involved in this section of the training, working directly with Driver Ambassadors to ensure that they all are receiving the support and training necessary to run a gold -standard operation. 46 S CIRCUIT On -Going Training Circuit also conducts regular management and staff performance reviews on a weekly, quarterly and annual basis. Managers conduct monthly ride-alongs with drivers, providing an additional touchpoint for evaluation, feedback, and training. Our teams have consistently met requirements from transit authorities and police/sheriff's departments, including in California, for vehicle inspections and driver training and testing. During these sessions, we also encourage the staff to also share their evaluation of the program and ways to improve service. As emphasized - we hire locally, our staff are members of the community they are serving. Their input and expertise is valuable to improving the service, and we encourage this feedback loop. Our teams have consistently met requirements from transit authorities and police/sheriff's departments, in all of our markets, for vehicle inspections and driver training and testing. These hiring and training systems we have in place will help Rosemead achieve their safety and accessibility goals while also ensuring a high quality customer experience, which encourages further ridership and exploration of the community. Training on The Americans with Disabilities Act Circuit has consistent experience with providing ADA compliant vehicles to our customers and our training ensures that all drivers are proficient in ADA requirements and equipped to provide equal access and services to all customers, including those with disabilities. We emphasize the proper use of accessible equipment, securement of mobility devices, and respectful, professional interaction with customers. The training for this program will begin with an introduction to ADA requirements and Rosmead's commitment to equal access, followed by an overview of disabilities and mobility devices, such as wheelchairs and walkers. Drivers will learn the importance of accommodating diverse needs and our boarding and exit procedures teach drivers to prioritize customers using wheelchairs or mobility devices and properly use wheelchair ramps. Securement training covers the steps to offer fully secure wheelchairs or mobility devices, and what to do if a customer declines securement, including contacting supervision. Drivers will conduct pre -pull out safety inspections to ensure all accessible equipment is operable before vehicle pullout. Any defects will be reported to our maintenance team, and supervisors will be notified to assign a different vehicle if needed. 47 e& CIRCUIT Recommended Circuit Fleet Circuit is the only microtransit operator who has exclusively managed an all -electric mixed fleet across multiple services and states in the U5. Circuit's drivers, operations managers, and technicians are specifically trained in line with the operations manual of all of the vehicles in our fleet, so we are confident in our ability to operate and maintain an EV service. We are able to accommodate all vehicle requirements as indicated within the RFP and all vehicles in the Circuit fleet are electric and meet the Federal Motor Vehicle Safety Standard (FMVSS) and all relevant EPA and FTA requirements. Below are detailed descriptions of the four main vehicle types that Circuit recommends. Circuit's approach with a mixed fleet model to effectively operate within a maximum 15 minute wait time period is based on maximizing the productivity of each vehicle around optimal charging schedules and peak demand. 1 Estimated Range:: 293 mi per charge Seating capacity: 6 passengers; Speer: Length 195 inches. Width 87 inches. Height 75 inches. Safety: • Adaptive Cruise Control (ACC) stop & go with speed limiter • Anti -theft alarm system with interior monitoring, back up horn and towing protection • Swerve support and oncoming vehicle braking when turning • Autonomous Emergency Braking Front Assist with Pedestrian and Cyclist Monitoring • Side and curtain airbags for driver and front passenger, centre airbag in front • Speed limiter with intelligent speed control • eCall emergency system Comfort: • Buzz box— removable centre console with storage compartments and mounting points in vehicle floor between front seats Charging cable mode 3 type 2, 32 A (6 metres length) • Heated rear window with wiper and washer system • Heated windscreen • Automatic Sliding door on the left and right 48 S CIRCUIT • Windshield wiper intermittent control with light/rain sensor 2 x waste bins indoor storage compartment • 2 -zone Climatronic with enhanced air filter and stationary air conditioning • Power tailgate (open/closing) with Easy Open and Easy Close Ford Ill ADA Van Range: 130+ mi Seating Capacity- 6 passengers with 1 wheelchair position + driver Specs: Length 218 inches. Width 97 inches. Height 99 inches. The Ford Electric Passenger ADA Van offers room for 6 passengers and one wheelchair with a fully automated lift and the ability to secure wheelchairs within the vehicle. This van offers HVAC and safety systems for higher speed roads, as well as comfort for riders, and strong battery range. Circuit was one of the first and remains one of the few or only service providers to use 100% electric, Ford passenger vans. Safety: • Tire Pressure Monitoring System (TPMS) • Safety Canopy@O System with Side -Curtain Airbag • Brakes - 4 Brakes - 4 -wheel Anti-lock Disc Brakes • SOS Post -Crash Alert SystemTM (distress call w/airbag deployment • Post -Collision Braking • Pre -Collision Assist with Automatic Emergency Braking (AEB) • Forward Collision Warning • Lane -Keeping System • Back Up Alarm Comfort: • Heat & Air Conditioning • Electronic sliding door • Safety step 49 S CIRCUIT GEM e6 Estimated Range:: 78 mi per charge Seating capacity: 5 passengers; 3 passengers with 1 wheelchair position Specs: Length 173 inches. Width 55.5 inches. Height 73 inches. Wheelbase 134 inches. Safety: • Street -legal on roads up to 35 mph • Three-point seat belts. • Street tires, enclosed cabs and an automotive glass windshield that offers protection from the elements. • Regenerative braking, hill control, back-up warning signals and an integrated back-up camera • Occupant Protection System (OPS) that is roof crush certified to SAE J2358 Standards. • Safety features that are approved by the US Department of Transportation. Comfort: • Adjustable bucket seats with back and side bolster support • Each passenger has their own door and window. • 6" of suspension travel. • Seat a 68" passenger comfortably in the spacious cab with 43" of available legroom. • Durable, non -slip flooring. • GEM's door seal design and weather resistant seats for a weather -tight cab. 2025 Kia EV9 50 6 CIRCUIT Estimated Range: 300+ miles Seating capacity: 5 or 6 passengers + driver Specs: Length 197.4 in. Width 77.9 in. Height 71 inches. For the Rosemead program, Circuit plans to utilize the new KIA EV9s with exceptional range, spacious seating and great safety features. We have maintained a close relationship with Kia to ensure we maintain quick turnarounds on maintenance and swift delivery of our vehicles. The Kia EV9 vehicle has capacity for 6 passengers plus a driver with spacious seating and ample room for bags or other luggage. Safety: • Forward Collision -Avoidance Assist w/ Direct Oncoming Detection & Avoidance • Blind -Spot View Monitor • Highway Driving Assist 2 • Lane Following Assist 2 • 10 airbags strategically placed across all three rows Comfort: • Up to 160 cu. ft. of passenger room • Independently controlled 3 -zone full auto+ air conditioning system & Roof diffuser air vents • 1 -touch tilting walk-in buttons on the top and bottom of 2nd -row seats provide easy access to the 3rd row without the need to manually displace the car seats. Vehicle Maintenance Circuit is committed to providing an exceptional fleet management and maintenance plan that will guarantee consistently excellent service to Rosmead. Our plans include a robust Preventative Maintenance Program (PMP), leveraging advanced fleet management software, adhering to regular maintenance schedules, and maintaining the appearance and functionality of our vehicles so they not only operate efficiently but look good while doing it! We are extremely proud of our safety track record, which has been established over years of hard work to keep maintenance and fleet management are consistently top of mind. Our attention to detail in operations is what sets us apart from our competitors. Circuit's infrastructure has been built out to maintain and service a wide variety of EV models that we operate, including EV sedans, EV Vans and GEM neighborhood electric vehicles (N EVs). 51 e& CIRCUIT Mixed fleet of NEVs, Sedans (Teslas) and EV Vans, for our RideWPB Program with the City of West Palm Beach. Our in-house mobile service maintenance technicians are able to quickly respond to needs, and adapt vehicles for the market. Vehicles are regularly maintained using rigorous checklists created in conjunction with the vehicle manufacturer to ensure best practice. They are inspected every 4,000-5,000 miles and the condition of filters, brakes, etc. are tracked through our fleet software and replaced accordingly. Additionally, data is tracked and shared about the cars' performance in order to forecast future maintenance needs. Each vehicle within our fleet has a unique ID, which helps our operations team track vehicle characteristics and status through our fleet management software and communicates this status to Regional Management and other corporate team members. These characteristics and status include driver vehicle check forms, maintenance records, assigned operating location, mileage, as well as general information such as color, make, model, year, features. Drivers check vehicles before and after each shift and fill out a vehicle check form. They perform cleaning duties of both inside and outside of the vehicles before, during, and after their shift. Any issues during these processes are noted and reported to local managers, who coordinate larger maintenance and repairs. As highlighted above, we have trained and certified maintenance staff in each operating region, and would ensure there is a local maintenance team to manage regular and ongoing maintenance for operations in Rosemead, with manufacturer certification for the vehicles in use. Pre -Operation Safety Inspection Practices Circuit prioritizes safety as a cornerstone of our operations. To keep the highest standards of safety and reliability, each Vehicle inspection ❑ Iseplu,g Jin? ■ ❑ Isethellghtsworing? ■ vehicle undergoes a comprehensive pre-operation safety inspection before entering service. Our inspection protocol includes a detailed checklist that covers critical components such as brakes, tires, lights, signals, mirrors, cleanliness and battery levels. We have a detailed pre -shift checklist to guarantee that we are meeting any and all requirements. 52 CIRCUIT Drivers are required to complete these inspections at the start and end of each shift, documenting their findings in a digital log that is monitored by our operations team. Any issues identified during these inspections are addressed immediately by our in-house maintenance team to prevent potential safety hazards. Additionally, our AI -powered Samsara dash cams, installed in all vehicles, provide real-time monitoring and alerts for any anomalies, further enhancing our pre-operation safety measures. Charging Plan Circuit operates a fleet of fully electric vehicles, aligning with our commitment to sustainability and reducing environmental impact, so we have worked to establish strong relationships with charging partners within the LA region. Our charging plan is designed to ensure that vehicles are adequately charged and ready for service at all times. On -Site Charging Capabilities Circuit has multiple facility partnerships within proximity of Rosemead and will utilize one of those facilities if selected. These facilities throughout LA County provide Circuit access to over 70 fast charging ports, and 50 Level 2 chargers for a total of nearly 7.5MW of charging power, ensuring vehicles receive proper charging following daily service and are ready for the following day. Regular maintenance and monitoring of charging equipment ensure optimal performance and prevent any disruptions to the charging process. We will be happy to submit a further detailed plan depending on which vehicle option the City selects. Offsite Contingency Charging Plan In addition to our on-site facilities, we have developed an offsite contingency charging plan to provide flexibility and ensure uninterrupted service. We have partnered with several public and private charging networks throughout our service areas, granting us access to numerous charging stations. Common offsite charging stations are powered by national EV charging companies such as EVgo, ChargePoint and Electrify America. In case of any issues with our on-site charging infrastructure, drivers can quickly divert to these alternate locations for recharging. Our operations team continuously monitors the status and availability of these offsite charging stations to ensure they are readily accessible when needed. Circuit is the only bidder with the proven ability to maintain a fully electric fleet without issue and we are confident that we can help Rosemead further electricity your system without any impact to service. By implementing these comprehensive practices, Circuit ensures that our revenue vehicles are safe, reliable, and efficiently maintained, providing a seamless and sustainable transit service for our community. 53 CIRCUIT Safety, Accessibility, and Environmental Responsibility Circuit is dedicated to providing safe, inclusive, and sustainable transportation solutions that align with the City of Rosemead's priorities. Our approach to safety, accessibility, and environmental responsibility is embedded in our service model, ensuring that every ride is secure, equitable, and environmentally conscious. Prioritizing Rider and Driver Safety Circuit upholds the highest safety standards through rigorous driver training, real-time monitoring, and proactive vehicle maintenance. Our comprehensive safety protocols include: • Rigorous Driver Screening & Training: All Circuit driver ambassadors undergo extensive background checks, drug and alcohol screenings, and comprehensive training in defensive driving, emergency response, and ADA compliance. • Advanced In -Vehicle Safety Technology: Circuit vehicles are equipped with GPS tracking, real-time monitoring, Al dash cameras, and telematics to ensure safe driving behavior and immediate response in case of emergencies. • Contactless and Secure Ride -Hailing: Our digital platform enables contactless ride requests, cashless payments, and real-time tracking, ensuring a safer experience for both riders and drivers. • Regular Fleet Maintenance & Inspections: Our all -electric fleet undergoes routine preventative maintenance checks, ensuring vehicles remain in top condition and reducing the risk of breakdowns or service interruptions. Samsara Dash Cams We install Samsara Al bi directional Dash Cameras in every vehicle in our fleet, and would include these for the city's service. These cameras use computer vision to analyze the road and driver behavior in real-time—making it possible to detect distracted driving and even warn drivers of an impending collision, helping prevent accidents before they happen. Any incidents of distracted driving or harsh braking events trigger an alert to the management dashboard. This helps to ensure that Circuit management is able to hold drivers accountable and minimizes the possibility of an incident occurring. For any incidents the footage can be viewed and saved to determine fault of any accident. The footage from these cameras is stored for no longer than 120 hours unless there is an incident reported. In a goal of maintaining the utmost respect and privacy, management does not review or store any of the footage from these cameras unless an accident or a complaint is reported from a rider or driver, or the system recognizes an accident occurs. 54 CIRCUIT Samsora Al Dash Cam dashboard with both views, saved footage and trip details including trip route, duration and pick-up and drop-off locations. Ensuring Full Accessibility for All Riders Circuit is committed to inclusive transportation solutions that prioritize access for seniors, individuals with disabilities, and all members of the community. Our approach to accessibility includes: • ADA -Compliant Vehicles: Our fleet includes dedicated wheelchair -accessible electric vehicles (EVs) with securement areas, ramps, and other mobility -friendly features. • Assisted Boarding and Securement: Circuit driver ambassadors are trained in ADA regulations and assisting passengers with mobility challenges, ensuring a seamless and dignified rider experience. • Multi -Channel Booking & Communication: Riders can book trips via mobile app, web portal, or phone, with live support available for those needing assistance. • Inclusive Service Design: Our platform ensures equal access to ride -hailing services, with priority scheduling for paratransit riders and seniors. Leading the Transition to Sustainable Transportation Circuit has been a pioneer in electric microtransit, and we are committed to helping the City of Rosemead achieve its goal of a 100% electric fleet while minimizing environmental impact. Our sustainability strategy includes: • 100% Electric, Zero -Emission Fleet: Unlike traditional transit providers, Circuit operates an all -electric vehicle fleet, significantly reducing air pollution, greenhouse gas emissions, and noise pollution in the community. • Smart Routing to Reduce Congestion & Carbon Footprint: Our technology optimizes ride -pooling, reduces unnecessary mileage, and improves service efficiency, decreasing overall emissions and improving citywide traffic flow. • Sustainable Charging Infrastructure: Circuit works with local municipalities and utility providers to ensure efficient vehicle charging and reduce reliance on fossil fuels. • Data -Driven Sustainability Metrics: We provide the City with detailed reports on carbon emissions saved, energy efficiency, and environmental impact, supporting Rosemead's broader sustainability initiatives. 55 CIRCUIT Circuit's approach to safety, accessibility, and environmental responsibility is holistic, data -driven, and community -focused. By combining rigorous safety standards, full ADA compliance, and a zero -emission fleet, we deliver a transit solution that meets the needs of all residents while advancing Rosemead's sustainability goals. Mitigation of Potential Risks and Challenges 1. Operational Shortfalls Due to Staffing or Vehicle Issues: • Staffing: Circuit's local hiring strategy ensures a robust pool of qualified Driver Ambassadors. A supplemental part-time roster and cross -training of staff mitigate unexpected absenteeism. • Vehicles: Preventative maintenance schedules and rapid -response protocols for repairs minimize vehicle downtime. Vehicles in nearby markets will be available to address unexpected outages. 2. Vehicles Involved in Collisions or Vandalism: • Collision Response: Drivers will be trained in collision protocols, including immediate notification to dispatch, securing the scene, and assisting passengers. • Vandalism Prevention: Vehicles will be equipped with visible security cameras to deter vandalism, and routes will prioritize high -visibility areas. Any damaged vehicles will be swiftly removed from service and replaced. 3. Unruly or Uncooperative Passengers: • Driver Ambassadors will receive de-escalation training to handle difficult situations professionally and ensure passenger safety. If necessary, incidents will be reported to law enforcement or local authorities. • A clear code of conduct will be communicated to riders during onboarding and via in -vehicle signage. 4. Recharging of Vehicles During Service Hours. • Circuit's all -electric fleet will utilize strategically located charging stations in Rosemead. Charging schedules will be integrated into operational shifts to ensure no disruption to service. • Fast -charging technology will enable vehicles to recharge quickly during low -demand periods and when service is not running, ensuring continuous availability during peak hours. 56 S CIRCUIT Service Marketing Experience & Approach Circuit has made it a goal to maximize ridership in every new location that we launch. Ridership has been and continues to be our primaryfocus with the success of programs. We have an experienced in-house marketing team that has developed numerous marketing initiatives to drive ridership, public engagement, and publicity for the service. Circuit will maintain a consistent message and branding of the service, and ensure promotional materials meet all City requirements and expectations. The service would be branded as a City of Rosemead service, with the city having full control and oversight. Our in-house marketing team can also continue to advertise the service throughout its contract. This includes tapping into our established network of riders, transit and advertising partners, continuously providing updates about the service over social media channels, and hosting & attending local events to advertise the Circuit service. Ridership growth is something we pride ourselves on being able to deliver to our partners, and have done so repeatedly in other markets. Efforts to market could include the following, most of which we have done for previous programs: Pre -Launch • Leverage our existing relationship with LACI and Urban Movement Labs to build a full community engagement plan for the Rosemead program • Social Media posts on Instagram, Twitter, Facebook, TikTok, etc. advertising the Metro Micro Program. • One -pagers designed and printed to be handed out at local LA events • Press announcements through local newspapers. • Digital Retargeting o Reaching out to our existing marketing contact base of over 12&.000 throughout Southern California to let them know about Rosemead new program. • Tabling at local, relevant events in Rosemead such as the Chamber of Commerce Networking Breakfasts, Farmer's Market, and more! Launch Day! • A ribbon cutting event with local press invited o A great press opportunity for the city to announce their renewed approach to transportation! • One -pagers handed out to all who attend launch day event Post -Launch • Continued social media posts on all relevant platforms to keep engagement high 57 S CIRCUIT • Continued tabling at local events to distribute marketing materials about the service and Circuit swag o This includes hosting our own popular Circuit events such as an Earth Day Celebration • Facilitating local interviews between press and city/county officials to promote service • Circuit's marketing team can develop case studies based upon the robust data collected from the program o Case studies can be shared over marketing emails, social media and with local press This marketing and launch initiative designed for this service can be easily tailored and customized based upon the needs/requests of the City and we welcome working alongside you for any and all marketing needs before, during and after the launch of the service. San Diego Mayor Todd Gloria @ Pacific Beach Ribbon Cutting Incentive Programs Circuit is dedicated to ensuring that seniors and individuals with disabilities have reliable, accessible, and affordable transportation options. Through our existing programs and operational strategies, we provide targeted incentives that make mobility easier and more convenient for these communities. Free & Discounted Ride Programs o Circuit partners with municipalities to provide free or subsidized rides for eligible seniors and ADA riders. o We have successfully implemented similar programs in other cities, ensuring that cost is not a barrier to mobility. 2. ADA -Compliant Vehicles & Accessibility Enhancements o Our fleet includes wheelchair -accessible electric vans, ensuring that riders with mobility devices can travel comfortably. 58 CIRCUIT o We maintain a dedicated ADA -compliant dispatching system, ensuring equitable access to transportation. 3. Call Center 8 Multiple Booking Options o In addition to app -based ride requests, we offer a call-in option for seniors or riders who may not have access to a smartphone. o Our local team ensures that riders receive real-time support and assistance with trip scheduling. 4. Local Driver Ambassadors o We prioritize hiring drivers from the communities we serve, ensuring familiarity with the area and enhanced customer service. o Our drivers are trained to assist seniors and riders with disabilities, providing extra time and attention as needed. S. Service Integration with Community Partners o We work directly with senior centers, community organizations, and healthcare providers to facilitate ride access for essential trips, such as medical appointments and grocery shopping. Circuit will continue to work closely with the City of Rosemead to customize and expand these proven programs based on ridership needs and community feedback. Our operational experience demonstrates that targeted incentives, flexible booking, and strong community partnerships create a successful, equitable transportation model for seniors and individuals with disabilities. 59 S CIRCUIT Compliance Matrix By leveraging state-of-the-art technology and services, our approach addresses the transportation challenges within the City, ensuring efficiency and scalability. To demonstrate how our solution meets the specific requirements of the RFP, we have prepared a compliance matrix that affirms our commitment to fulfilling all core requirements in Attachment B Scope of Services of the RFP, ensuring that no aspect of the project is overlooked. This matrix highlights our comprehensive understanding of the project needs and how our turnkey solution will deliver exceptional results. 60 Comments SOW Pecluirement Compliance 1. Service Model Development; Fully The platform provides a highly scalable and flexible solution, Propose a flexible and scalable micro -transit and/or ride -hailing Compliant designed to dynamically adjust to current ridership levels. The model tailored to support current system supports dynamic dispatching, real-time optimization, ridership levels and specify the and flexible fleet scaling using features like Open Fleets, which maximum ridership capacity of the allows integration with non -dedicated providers such as taxis proposed model. and TNCs. This ensures the system can accommodate fluctuating demand efficiently without the need for major infrastructure changes. Additionally, the architecture, built on cloud -based technology, enables seamless scaling as ridership grows, supporting agencies through periods of fluctuating demand while maintaining service quality and operational efficiency. This scalability ensures that agencies can easily adapt to long-term increases in ridership or sudden peaks in demand without disruption to service. Address all areas of the city with Fully The platform employs AI -powered demand forecasting and coverage optimized based on Compliant dynamic service zone management to ensure optimal coverage demand and identify underserved across all city areas. Underserved regions are identified using areas where services could be real-time data and analytics, enabling the agency to make expanded. data -driven decisions on where to expand or adjust services. These tools analyze historical trip data, rider density, and real-time booking trends to identify patterns and gaps in service coverage. It also supports granular service adjustments, such as refining service zones and schedules, to better meet demand in low-density areas. Propose how services will operate Fully We offers support for various service models, including fully (e.g., scheduled rides, on -demand, Compliant on -demand, and scheduled rides, all within one integrated fixed -route hybrid) to enhance platform. Features like real-time trip matching, continuous convenience and accessibility. optimization, and the ability to mix service types within a single operational framework enhance convenience and accessibility for riders. This flexibility allows transit agencies to tailor services to meet the specific needs of their communities, whether that involves providing first-mile/last-mile connectivity, improving coverage in transit deserts, or commingling paratransit and micro -transit services to maximize vehicle utilization. By dynamically adapting to ridership patterns and operational demands, we enable agencies to improve overall efficiency while delivering a better rider experience. 60 S CIRCUIT SOW Requirement Compliance Comments 2. Technology and App Integrati Provide an integrated digital Fully Web portal, enabling residentsto book rides, trackvehicles in platform (web/mobile app) that Compliant real time, and make payments seamlessly. The Rider App, allows residents to book rides, available on both iOS and Android, features intuitive navigation track vehicles, and make for booking and managing trips, while the Rider Web serves as a payments. browser -based alternative with the same functionality. Both interfaces integrate with the platform's backend for live vehicle tracking and payment processing, ensuring a cohesive and accessible experience for all users. Riders can save payment details, set favorite locations, and access trip histories for added convenience, and the platform's adaptability ensures compliance with ADA requirements. Provide real-time updates to riders Fully The platform incorporates real-time communication tools that about service availability and Compliant provide riders with up-to-date information on service availability, expected pick-up times. expected pick-up times, vehicle locations, and trip status. Notifications are sent directly to riders through the app, SMS, email, or in -app push notifications, depending on their preference. Features such as real-time vehicle tracking and live ETAS allow riders to monitor their trips and reduce uncertainty. Dispatchers also can send updates to riders in case of changes or delays, further enhancing the transparency and reliability of the service. Offer contactless payment options Fully The Platform supports contactless payment options through its and accommodate multiple Compliant Pay module, which integrates with payment processors like payment methods (credit cards, Stripe to accept a wide range of payment methods. Riders can mobile wallets, etc.). use credit/debit cards, mobile wallets (e.g., Apple Pay and Google Pay), or other digital payment options directly within the app or web platform. The platform also supports fare rules and configurations for tailored pricing, discounts, and multi -modal payment integrations. This flexibility ensures that riders can pay using their preferred method while transit agencies can manage transactions securely and efficiently. 3. Fleet and Vehicles: Provide a 100% electric fleet of Fully Circuit is the only provider who has managed exclusively vehicles that meets the city's Compliant all -electric fleets across multiple states. We are experts in 100% transportation needs, including electric microtransit services and have provided multiple options vehicle types (sedans, vans, electric of vehicle types. vehicles, etc.) and size options for various group sizes. At minimum, include two Fully We will be providing 2 all -electric Ford E -Transits with ADA -compliant vehicles to Compliant wheelchair lifts and lower steps for easier boarding. accommodate passengers with physical disabilities and/or who rely on assisted -mobility devices. Ensure the fleet is well-maintained, Fully See Vehicle Maintenance section; we have extremely robust reliable, and equipped with Compliant in-house maintenance techs and operations experts. accessibility features (e.g., 61 S CI RCUIT SOW Pequirement Compliance Comments ADA -compliant vehicles). Describe the sustainability and Fully Circuit is fully committed to 100% electric vehicles and recruiting environmental impact of the Compliant our drivers from within the community to minimize commuting proposed fleet. times (Further details in Environmental Responsibility section). Operations:4. Service Hours and Offer daily services that Fully Proposed service hours fully cover current hours of operation accommodate the hours of Compliant with demand fluctuation focused on peak ridership times. operation offered through our current transit services. Propose an efficient scheduling Fully Further details in our technology section, the system utilizes an and dispatching system to Compliant AI -driven dispatching platform to maximize ride completion minimize wait times and improve within expected pickup windows. ride availability. Service hours and area may be Fully Circuit always relies upon data from the first 60-90 days of adjusted according to demand Compliant operation to streamline our vehicle dispatching process and once the services are underway, vehicle availability during identified peak times. We will continue contingent upon approval by the to improve the program with the City throughout this period City. The City and contractor(s) will and throughout the duration of the contract. work together to determine service hours, optimal routes, and service area boundaries. S. Safety and Accessibility: Ensure all vehicles comply with Fully Vehicle details above. California state safety standards. Compliant Provide services that are fully Fully All drivers receive ADA training and our E -transits are fully ADA accessible to people with Compliant compliant vehicles. We utilize these vehicles in other grant disabilities, including ADA funded programs that require strict adherence to ADA. compliant vehicles and processes ensuring adherence to provisions of service requirements of the Americans with Disabilities Act [37 CFR Subpart G, Sections 37.161 through 37.167] including, but not limited to: • Maintenance of accessible Fully See Maintenance Plan features. Compliant • Keeping vehicle lifts in operative Fully See Maintenance Plan condition. Compliant • Lift and securement use. Fully See Driver Training Plan Compliant •Assisting individuals with Fully See Driver Training Plan disabilities in use of securement Compliant systems, ramps and lifts. 62 S CIRCUIT SOW Requirement Compliance Comments • Permitting individuals who do Fully not use wheelchairs, including Compliant standees, to use a vehicle's lift or ramp to enter the vehicle. • Announcing of stops on fixed Fully route buses. Compliant • Permitting service animals to Fully accompany individuals with Compliant disabilities in vehicles and facilities. • Making available adequate Fully The Platform ensures transportation information is accessible information concerning Compliant through its WCAG-compliant Rider App and Rider Web portal, transportation services in supporting features like screen readers, adjustable text sizes, and accessible formats or technology. high-contrast modes. Riders can access real-time updates, trip details, and booking options via multiple channels, including SMS, email, and phone -based reservationist support. Customizable user profiles allow riders with disabilities to store accessibility preferences, ensuring tailored service information and options. • Not prohibiting an individual with Fully a disability from traveling with a Compliant respirator or portable oxygen supply. • Ensuring that adequate time is Fully The platform accounts for additional boarding/disembarking allowed for individuals with Compliant time by incorporating dwell time adjustments into scheduling disabilities to complete boarding algorithms. Drivers receive trip manifests via the Driver App with or disembarking from the vehicle. instructions for accommodating riders with disabilities, such as mobility aid assistance. Real-time optimization ensures schedules remain efficient while prioritizing accessibility, and dispatchers can monitor and adjust trip timings as needed to ensure safety and comfort. Implement safety protocols for Fully Circuit is one of the only providers who utilizes W-2 employees in drivers, including background Compliant order to ensure full background checks, adequate compensation checks, training, and regular and accountability for our drivers. vehicle inspections. 6. Customer Service: Provide 24/7 customer support Fully Customer support will be provided. services via phone, chat, or email. Compliant Establish a process for riders to Fully Riders are able to reach us through a variety of channels that are submit feedback, complaints, or Compliant discussed in our technology& customer service section. concerns. 7. Employee Selection and Supervision: 63 e& CIRCUIT SOW Pequirement Compliance Comments Be responsible for the Fully Circuit's driver program is what separates us from other employment and supervision of all Compliant microtransit providers, who hire contractors from other agencies employees necessary to perform that have W2 drivers. This lacks accountability and control over Transit operations. Such the behavior & hiring quality of their drivers, something that responsibilities shall include Circuit puts first and foremost in all our operations. employee recruitment, screening, selection, training, supervision, employee relations, evaluation, discipline, retention and termination. Use appropriate driver screening Fully All Circuit driver ambassadors are at least 21 years of age, have an and selection criteria in order to Compliant active driver's license for at least 3 years, have a clean driving employ drivers. These criteria will record with no accidents or tickets and must be cleared to drive include Department of Motor by our insurance carrier through Motor Vehicle Record and/or Vehicles license check and physical Background Checks. We can quickly add drivers and vehicles to examination sufficient to meet all our national auto insurance policy and avoid delays when new applicable requirements for Transit drivers are hired. vehicle operations. Develop, implement, and maintain Fully Circuit has extensive experience maintaining an employee an employee substance Compliant substance abuse/alcohol testing program and will continue to abuse/alcohol abuse testing implement it for this program. program for all employees in safety -sensitive positions including personnel engaged in the operation, maintenance and control of Rosemead Transit vehicles and equipment. Such program will meet all applicable federal requirements promulgated to implement the Omnibus Transportation Employee Test Act of 1991 and related supplements and amendments. Make all reasonable efforts to Fully Our focus will be to hire drivers with high degrees of customer ensure that employees having Compliant service and professionalism as well as local knowledge of the contact with the public in the community, as our drivers are ambassadors for the customers course of their duties are of good they serve. moral character. Any such employee who is convicted of a felony or a crime involving moral turpitude before or during the time of his/her employment shall not be permitted to continue operating Rosemead Transit services. Shall at all times comply with Fully applicable state and federal Compliant employment laws, including section 1735 of the California Labor 64 CIRCUIT SOW Requirement Compliance Comments Code and Title VI of the Civil Rights Act of 1964, as amended. 8. Data Analytics and Reporting: Provide regular reports on service Fully The platform includes a robust reporting and analytics tool, usage, ridership trends, customer Compliant Analytics, which allows agencies to generate detailed reports on feedback, and other key service usage, ridership trends, customer feedback, and key performance indicators (KPls). performance indicators (KPls) such as on-time performance (OTP), passengers per vehicle hour (PPVH), and trip durations. Agencies can access real-time dashboards and pre -configured reports or customize their own to track metrics specific to their needs. This ensures transit providers have access to comprehensive insights to monitor performance and meet compliance requirements. Share data and insightsthat can Fully The Platform empowers agencies to improve service planning help improve service planning and Compliant and operational efficiency through its data -driven insights and operational efficiency. advanced analytics. Tools like Realize allow agencies to simulate service changes, evaluate potential impacts, and optimize resource allocation based on historical and real-time data. The platform's open API architecture facilitates seamless integration with external business intelligence tools, enabling in-depth data analysis and visualization. The platform's predictive analytics capabilities identify patterns in rider behavior and demand, supporting more informed decisions on service design, zone adjustments, and fleet optimization. 9. Marketing and Outreach: Develop and execute a marketing Fully Circuit's proven marketing expertise will ensure a successful plan to promote the new service, Compliant launch and sustained ridership for Rosemead's microtransit including digital, print, and service. Our multi -channel approach includes digital (website, community engagement social media, SEC, online ads), print (flyers, brochures, ads), and initiatives. community engagement (meetings, partnerships, promotions). We'll collaborate with the City for a comprehensive plan with tracked results to optimize the marketing and drive awareness. Work with the City to ensure a Fully See Marketing Plan. smooth public launch and Compliant maintain ongoing awareness efforts. 10. Transition Plan: Provide a clear transition plan to Fully See "Transition from Rosemead Explorer' ensure minimal disruption as Compliant Rosemead phases out current transit services. 65 CIRCUIT Ensure seamless coordination with Fully The platform ensures seamless coordination with existing public existing public transportation Compliant transportation services through its open API architecture, which services, including integration with enables integration with fixed -route scheduling systems, GTFS nearby transit networks. feeds, and payment processors. This allows services to complement traditional transit by providing first-mile/last-mile connectivity and multimodal integration. Features like Open Fleets enable flexible coordination with non -dedicated vehicles, such as taxis and TNCs, ensuring efficient trip assignments across providers. Additionally, the Rider app supports multimodal trip planning, live tracking, and integrated payment options, enhancing connectivity and rider convenience. Implementation Plan Based on our experience setting up other microtransit services, we have designed the planning and implementation program for the City to span 12 weeks from the signing of contract. This timing allows for a sufficient period to identify challenges early on, refine service planning and delivery, minimize project risk, and ultimately provide a successful service launch. The timing is subject to change based on your team's availability and input and upon the date of contract signing. our team has experience launching services in a multitude of ways, whether it be a phased approach, or launching all services at once. Based on our experience setting up other microtransit services, below are the phases and tasks needed to launch the services. While the table below details the phases, tasks and personnel assignments in a linear form, many tasks from different phases happen simultaneously; we present them this way for clarity. -Exact dates may change based upon kick-off meetings following contract award, speed of vehicle delivery, and final date of contract signing. Contract Award ✓ Contract Award Phase 1: Pre -Kickoff Contracting and Stakeholder Engagement Between Award of Task and Contract Signing ✓ Notice to Proceed ✓ High-level scope of work and pricing finalized ✓ Review key documentation Circuit and the City have an in-depth project kick-off and onboarding process to define the service goals, objectives and expectations. Against these, we'll jointly determine a set of KPIs to measure project success based on pilot goals. Circuit: • Daniel Kramer, Project Lead • Mark lannon, Partnerships Manager • Mitch Mingay, Software Growth Manager The City of Rosemead: • Project Manager r_ -T1 e& CIRCUIT Phase 2: Kickoff and Project Plan Phase 3: Service Planning and Design Phase 4: System Development ✓ Project Kickoff with Circuit and the City project team ✓ Requirements Review completed ✓ Project Plan developed ✓ Fine-grained service parameters finalized ✓ Detailed, week -by -week launch schedule completed ✓ Security and recovery plan created and validated Circuit will hold a kick-off meeting with the City to finalize the project plan and schedule. At this meeting, we will collaborate to confirm goals, objectives, and scope for identified services and zones. At the end of the kickoff, we will set up recurring project calls. Begin the transit planning and consulting process to identify and model the services. Create service based on parameters (for our routing algorithms), determine integration needs/scope, procure hardware, and discuss fare and payments strategy. Develop operational processes. ✓ Rider Importation Driver device and vehicle set up, add Plan complete (re Data drivers, booking agents and Migration Plan) schedulersto the platform. Collaborate with the City to promote the services. Circuit can share best practices for promoting new services and provide graphics/social media support based on the marketing scope required. ✓ Platform Set up services in the platform based configuration on identified parameters. completed Optimize algorithms around the City ✓ System ready for service parameters. end-to-end testing Localize the system through detailed ✓ Completed mapping and traffic modeling. environment set-up Align product configurations to meet the City's requirements. Phase 5: Training ✓ Training plan finalized All drivers, dispatchers, and Vehicle Setup and sessions scheduled schedulers/booking agents, Circuit: • Mark lannon, Partnerships Manager • Daniel Kramer, Project Lead • Mitch Mingay, Software Growth Manager The City of Rosemead: • Project Manager Project Team Circuit: • Mark lannon, Partnerships Manager • Daniel Kramer, Project Lead The City of Rosemead: • Project Manager • Project Team Circuit: • Mark lannon, Partnerships Manager • Daniel Kramer, Project Lead The City of Rosemead: • Project Manager • Project Team Circuit: 67 CIRCUIT DE: administrators, and data analysts are • Mark lannon, ✓Team training trained and made ready for launch. Partnerships Manager • Daniel Kramer, Project _ ✓ Vehicles ready for Conduct training sessions and dry Lead launch runs. The City of Rosemead: ✓ In -vehicle device Readyvehicles for launch, including • Project Manager setup and installation device setup and installation. • Project Team completed Note: The City will be assigned a ✓ Training Project Manager, who will coordinate .` documentation aspects of recurring training, as provided required. Phase 6: Testing ✓ Testing environments Perform a broad spectrum of Circuit: configured and ready functional tests using a fully localized • Mark lannon, simulation environment. Partnerships Manager ✓ Service dry run • Daniel Kramer, Project completed Conduct quality assurance and Lead internal field tests in the City's service ✓ User acceptance zone (with real drivers and riders). The City of Rosemead: testing complete • Project Manager Conduct full-scale dry run tests to test • Project Team functionalities and ensure staff understand their workflows. Make system adjustments based on testing, as needed. Phase 7: ✓ Final system Validate driver accounts, platform user Circuit: Pre -Launch acceptance completed accounts, and all necessary customer • Mark lannon, data for launch. Partnerships Manager • Daniel Kramer, Project Schedule duties in the platform. Lead Verify all previously scheduled trips The City of Rosemead: are in the system for launch. • Project Manager • Project Team Phase & Service ✓ System goes live (final Execute the launch plan. Circuit: Launch launch date to be • Mark lannon, determined and Supportthe City's marketing and Partnerships Manager finalized between Circuit outreach activities leg. press releases, • Daniel Kramer, Project and the City when the launch events) and generate interest Lead ,. project begins) in services, if desired. The City of Rosemead: ✓ Initial adjustments Gather feedback from initial users and • Project Manager made. make service adjustments. • Project Team ✓ Circuit makes any necessary changes based on actionable DE: CIRCUIT feedback from first users and the City staff. Phase 9: ✓ Performance reviews Led byyour dedicated Project & Circuit: Post -Launch completed, which will Success Manager, the project team • Mark lannon, Support and be shared by Circuit and will initially meet weeklywith the City Partnerships Manager Optimization used as a benchmark to discuss issues and ongoing • Mitch Mingay, against collaboratively- optimization or expansion plans. Once Software Growth determined KPIs. the service hits maturity, meeting Manager frequency will be reduced. The project staff briefing covers: The City of Rosemead: • Project status and deliverables • Project Manager • Issue identification and solution • Project Team resolution • Performance monitoring and optimization • Additional training and process development • Recommendationstoimprove Ongoing to End the service delivery of Contract Our Partner Success Team will host quarterly goal reviews (QGPs) with the City to deep -dive into quarter performance and set quarterly objectives. We will also assist with running quality -control tests, incorporate rider/driver feedback, and ensure smooth day-to-day operations. Our data science professionals will work with Partner Success to provide recommendations in optimizing the service further and conduct market research, analysis, and understanding of rider experience through reviews and rider surveys. Training & Customer Support Properly training staff is one of the most if not the most critical part of new technology implementation. This is why we are proud to offer the City a comprehensive training program including in-depth training modules tailored to Administrators. These training modules are accompanied by a range of resources and reading materials, to equip the City's team members with the know-how to confidently interact with the software. The detailed training will also increase their knowledge of the platform to train others themselves. 69 CIRCUIT We approach all training with a train -the -trainer approach that will be customized to the City's needs. Our Partner Success team, led by your Project Manager, delivers all training either virtually or in person. Across our services, we've found that virtual sessions complemented by our training material and resources have worked well for our partners. Training sessions take place over one or two hours depending on the module. Comprehensive training reference materials are available for all training modules. These resources help strengthen the City's knowledge of the Platform and include recorded training sessions, help articles (FAQ), training videos, and user guides. We are committed to providing the training materials our customer stakeholders need to be successful in their new workflows. I: Data Analyst User Profile: Data analysts, reporting staff, IT/systems personnel, administrators The data analyst module includes reviewing all metrics, data, reports, and charts in Analytics. Information on how data is collected and how metrics are calculated and represented is explained. Training on how to interpret the data, use the data, perform analysis of the data, and develop insights from the data is given. Insights as to what impacts each metric and what levers can be pulled, in the software and operationally, to affect each metric are explained. ✓ Review and define KPIs in: • Service analytics • Fleet analytics • Service reports • Fleet reports ✓ Discuss KPIs and how they relate to your service goals ✓ Discuss what KPIs to track and set quantitative objectives (if not already set) ✓ Discuss how KPIs relate to one another, your service configuration, and your operational processes ✓ Discuss any specific reporting needs (regulatory or otherwise) System Knowledge Base, Guides, and Help Documents In addition to our comprehensive user guides, We offer extensive help docs and SOPS for our end-users. All help docs are available within an online portal accessible within the Platform. These articles will guide your staff through their day-to-day tasks and workflows. Users will have access to the following SOPs (described at a high level below): General Support: How-to information on accessing the Platform Admin Portal (part of Launch), resetting your password, terms of use, privacy policy, and more. Trip Reservations: This focuses on how to book, track, and edit trip requests, and how to communicate with riders calling in to reserve a trip. Rider: This section covers all aspects of using the Rider App including how to set up an account, create favorite locations, apply promo codes, and plan, book, and pay. This information is useful for booking agents and support staff to communicate with the riders. These talking points can help riders set up their app and use it to book trips. 70 S CIRCUIT • API: Explains the flexibility and options available with our Open API, and provides our API terms of service. • Analytics: Explains the built-in analytics tool, as well as how to customize and download reports, and interpret the data. In addition to these Help Center articles, we offer in-depth guides. These include: • System Administrator Guide: Comprehensive information on the Platform and the Driver App, including step-by-step walkthroughs, pictures, videos, and other useful information. • Dispatcher/Scheduler Guide: Information on the Platform and the actions you may be required to take, including step-by-step walkthroughs, pictures, and other useful information. • Customer Service Representative Guide: This guide includes everything from logging into the Platform to navigating the live map, booking trips, rematching requests, adding rider favorite locations and group memberships, and more. • Rider App Guide: Complete with demonstrative screenshots, this guide walks you through setting locations, rider options, adding riders, using accessibility features, choosing payment method, previewing your trip, and notifications. • Data Analyst Guide: Learn how to use Analytics - analytics module - to track system performance and gain insights into day-to-day operations. Understand each metric, how it's calculated, and how it can be used. Walk through standard reports and learn how to create custom ones. Customer Support As a company dedicated to providing sustainable, equitable and efficient public transportation, one of Circuit's core values is customer service. Circuit focuses on hiring drivers and operational staff that exhibit excellent customer relations skills and we value past experience in client service. We include customer relations as a part of our training program, which includes policies related to safety and responding to rider concerns. We hire locally and prefer drivers who are familiar with the local community to act as an ambassador of the community they serve as well as a driver. Our local operating and management staff are also available for feedback and requests during operating hours. Training for employees involved in customer service includes on-the-job training using quick reference guides for template responses to frequently asked questions. This covers training with guidance specific to phone calls, app requests, email inquiries and in-person interactions. These employees have direct supervisors to reach out to for approval on sensitive topics to ensure compliance with all applicable standards. We have a multifaceted customer inquiry and contact system, which our operational staff are trained to use and help keep accurate logs. Riders can submit feedback within the app, through the website, by email or by phone. Circuit's national corporate team monitors these channels as well as social media accounts and app store feedback/ratings. The national team will direct users to a local manager if and when needed to ensure a timely resolution of any 71 CIRCUIT problems. We also conduct regular rider surveys to analyze and improve our service, which is further detailed in our data section below. In -App Support for Web Platform Within the Rider Web app, users enjoy seamless access to our dedicated Support team via live chat, facilitated by the intuitive floating chat widget positioned conveniently at the bottom right corner of the screen. This instant connection empowers users to initiate conversations effortlessly, with their inquiries promptly attended to by our knowledgeable Support staff. Even if users need to temporarily log out, our commitment to resolution remains unwavering, as chat sessions seamlessly transition to email correspondence for comprehensive support. Moreover, our commitment to user experience is further underscored by the streamlined access to a wealth of help articles directly from the widget interface, eliminating the hassle of navigating multiple tabs. Our Support team operates seven days a week, bolstered by a 24/7 emergency response line, showcasing our dedication to customer satisfaction and support. With a cumulative experience of 40 years in technical support, our team stands poised to address any user needs. Furthermore, we set the gold standard in customer support, boasting an average response time of just 5 minutes for chat inquiries. Coupled with monthly customer satisfaction rates consistently surpassing 95%, this underscores our commitment to prompt, efficient service. Our commitment to transparency and proactive service is exemplified by the comprehensive platform status and performance overview available within the chat widget, empowering users to stay informed about ongoing issues or scheduled maintenance. Embracing cutting-edge technology, we have integrated chatbots within our Support team, enabling instantaneous responses, data gathering, and tailored recommendations. Leveraging advanced Al, our chatbots continuously refine their knowledge base through each customer interaction, enhancing overall user experiences and exemplifying our dedication to innovation and excellence in customer service. 72 e CIRCUIT Proposal Costs Contents • Option 1 Costs • Option 2 Costs a CIRCUIT ProQosal Costs (1) VW ID. Buzz (3) ADA Ford eTransit Dedicated Vehicles 4 Monday - Friday 5am-8pm Hours of Operation Saturday - Sunday 6am-7pm Monthly Driver Hours 1,539 Start -Up Costs 1 $39,000 Monthly Cost $84,172 18 Month Cost $1,515,096 The monthly cost per VW ID. Buzz is roughly $16,000 monthly. Should TNC costs approach the cost of a dedicated vehicle, an additional dedicated vehicle can be added to service within roughly 30 days of Notice to Proceed from City of Rosemead in order to avoid additional TNC costs does not include the cost for rides which are serviced by TNC which will be I in addition to the above pricing, including a $2 per trip brokering fee 74 e CIRCUIT (2) VW ID. Buzz (3) ADA Ford eTransit Dedicated Vehicles 5 Monday - Friday Sam-8pm Hours of Operation Saturday - Sunday 6am-7pm Monthly Driver Hours 1,529 (Start -Up Costs I $43,000 Monthly Cost $89,963 18 Month Cost $1,619,334 The monthly cost per VW ID. Buzz is roughly $16,000 monthly. Should TNC costs approach the cost of a dedicated vehicle, an additional dedicated vehicle can be added to service within roughly 30 days of Notice to Proceed from City of Rosemead in order to avoid additional TNC costs Pricing does not include the cost for rides which are serviced by TNC which will be charged in addition to the above pricing, including a $2 per trip brokering fee 75 e CIRCUIT Appendix A• Reporting Metrics Ridership Metrics Metric Name Metric Definition Request ID The unique system -generated alpha -numeric code used to identify the trip request. Requested Pickup Time The requested pickup date and time from the rider. Requested Pickup Address The requested pickup address from the rider. Requested Pickup Longitude The longitudinal coordinate of the requested pickup location. Requested Pickup Latitude The latitudinal coordinate of the requested pickup location. Requested Dropoff Time The requested date and time of the dropoff from the rider. Requested Dropoff Address The requested dropoff address from the rider. Requested Dropoff Longitude The longitudinal coordinate of the requested dropoff location. Requested Dropoff Latitude The latitudinal coordinate of the requested dropoff location. Original Scheduled Pickup The original pickup date and time that was communicated to the rider when the Time trip request was created. Scheduled Pickup Time The scheduled date and time of the trip request's pickup. Gets updated in real (seconds) time by the Engine. Scheduled Pickup Address The address where the vehicle will pick up the rider. This location can differ from the rider's requested pickup address if the location falls within a stop zone. The Engine Status will determine a stop near the rider's requested pickup address that they will be directed to walk to. Scheduled Pickup Longitude The longitudinal coordinate of the scheduled pickup location. Scheduled Pickup Latitude The latitudinal coordinate of the scheduled pickup location. Scheduled Dropoff Time The scheduled date and time of the dropoff at the scheduled dropoff address. Gets updated in real time by the Engine. Scheduled Dropoff Address The address where the vehicle will drop off the rider. This location can differ from the Pickup Arriving At Time rider's original trip request dropoff address if the location falls within a stop zone. The Engine will determine a stop near the rider's requested destination and direct them to walk from the dropoff point to their final destination. Scheduled Dropoff Longitude The longitudinal coordinate of the scheduled dropoff location. Scheduled Dropoff Latitude The latitude coordinate of the scheduled dropoff location. Pickup Walking Duration The estimated time required for the rider to walk from their requested pickup (seconds) location to their scheduled pickup location. Dropoff Walking Duration The estimated time required for the rider to walk from their scheduled dropoff (seconds) location to their requested final destination. Notes Comments made within the "notes" section of a trip request booked from the Admin Panel. Status The status of the trip request at report export. Statuses include: • Accepted: The trip request is scheduled to a driver's manifest. • inProgress: The rider is on board and the trip is in progress" Canceled: The trip request was canceled. Completed: The driver has completed the trip. driverArriving: The driver is pulling up to the pickup location. • noDriversAvailable: The system is unable to match a driver to the trip request. Pickup Arriving At Time The date and time when the rider receives a notification that their driver is about to arrive. Trip request changes to Arriving status. The vehicle should be 76 e& CIRCUIT and dropoff location at the time of booking. Does not account for any potential Metric Name Metric Definition Estimated Trip Duration approximately two minutes from the scheduled pickup location. Notification is (minutes) triggered up to 4 minutes before the scheduled pickup time. Pickup Completed At The date and time when the driver confirms via the Driver app that the pickup Number of Riders (Senior) is completed. Trip request changes to In Progress status. Request canceled At The date and time when the trip request was canceled. Dropoff Completed At The date and time when the driver confirms via the Driver app that the Number of Riders (Veteran) dropoff is completed. Trip request changes to Completed status. In Vehicle Trip Distance The actual distance traveled by the rider during the trip. Trip Duration (minutes) The actual duration traveled by the rider during the trip. Trip Wait (minutes) The time between the requested pickup time and the pickup completed time. Created At Time This is only calculated for "leave soon as possible" trip requests. Estimated Trip Distance The estimated distance to be traveled by the vehicle between the specified pickup (meters) and dropoff location at the time of booking. Does not account for any potential Number of Riders (Adult) detours due to pooling. Units are configured based on organization settings. Estimated Trip Duration The estimated trip duration determined at the time of booking. Does not account (minutes) for any potential detours due to pooling or any other factors on the day of the trip. Request Accepted Time The time and date when the trip request was added to the driver's manifest Number of Riders (Senior) - currently in unix time. Note that if a request has been rematched to multiple Number of Riders (Student) duties, this will be the time at which it was added to the most recent duty. Deadhead to Pickup The total distance traveled from the driver's last stop to the pickup location of the Number of Riders (Veteran) next trip when no other riders were on board. Created By The name of the user who originally created the trip request, whether a Number of Riders (Personal booking agent, a driver (via "flag down"), or the rider themselves. If the creator Care Attendant) has left this organization or has deleted their account, this will be blank. Created At Time The date and time that the trip request was created. Rider ID The unique system -generated alpha -numeric code used to identify the profile of the rider for whom this request was booked. Rider Name The name of the rider. Number of Riders (Adult) The number of adults indicated on the trip request. Number of Riders (Infant) The number of infants aged 0-3yr indicated on the trip request. Number of Riders (Child) The number of children aged 4-10yr indicated on the trip request. Number of Riders (Youth) The number of children aged 11-16yr indicated on the trip request. Number of Riders (Senior) The number of seniors indicated on the trip request. Number of Riders (Student) The number of students indicated on the trip request. Number of Riders (Disabled) The number of riders with a disability indicated on the trip request. Number of Riders (Veteran) The number of veterans indicated on the trip request. Number of Riders (Reduced) The number of riders indicated as the reduced rider type on the trip request. Number of Riders (Personal The number of personal care attendants thatjoin the rider and are added to Care Attendant) the total number of boardings recorded for each vehicle/duty. Number of Riders (Other) The number of riders indicated as'other' on the trip request. Accessibility Stroller Count The number of strollers indicated on the trip request. Accessibility Wheelchair The number of wheelchairs indicated on the trip request. Count Accessibility Child Seat The number of child seats needed on the trip request for children aged 0-3yrs. CIRCUIT Metric Name Baby Count Metric Definition Accessibility Child Seat Young The number of child seats needed on the trip request for children aged 4-10yrs. Count Accessibility Service Animal The number of service animals indicated on the trip request Count Number of Bikes The number of bikes indicated on the trip request. Number of Oversized The number of oversized wheelchairs indicated on the trip request. Wheelchairs The license plate of the vehicle that the trip request is assigned to. Number of Lifts The number of wheelchair lifts or ramps needed on the trip request. Number of Walkers The number of walkers indicated on the trip request. Number of White Cane Seats The number of white cane seats indicated on the trip request. Number of Door to Door The number of actual door-to-door pickups and dropoffs the driver made. Stops Created Interface Number of Stretchers The number of emergency and transport stretchers needed on the trip request. Number of Folding The number of folding wheelchairs indicated on the trip request. Wheelchairs Duty ID The unique system -generated alpha -numeric code used to identify the duty to which the trip request was matched (if it was matched). Driver Name The name of the driver the trip request is assigned to. Driver Location On Match Longitude of the driver's location when the trip request was matched to the driver, Longitude or empty if the trip request was matched before the duty started. Considers the trip request's most recent match. Driver Location On Match Latitude of the driver's location when the trip request was matched to the driver, or Latitude empty if the trip request was matched before the duty started. Considers the trip request's most recent match. Vehicle License Plate The license plate of the vehicle that the trip request is assigned to. Vehicle Identifier The identifier of the vehicle the trip request is assigned to. The name of the service the trip request is assigned to. Service Name Fleet Name The name of the fleet that the duty and trip request are assigned to. Fleet Type A fleet can be one of three types: Auto Accept, Accept / Reject, External. Created Interface The channel the trip request was created from: Admin Interface, Rider Web Interface, Rider Mobile app, Driver App. Estimate Created At Time Time of the most recent estimate obtained by the rider before booking a trip request. Estimate Endpoint Whether the trip request was booked as a "next available" "scheduled" (i.e. advanced booking) or flagdown Pickup Zone Name The name of the selected zone where a rider's pickup will occur. Dropoff Zone Name The name of the selected zone where a rider's dropoff will occur. 78 S CIRCUIT Metric Name Metric Definition Pickup Completed Distance Straight line distance between the scheduled pickup location and completed Deviation location. Dropoff Completed Distance Straight line distance between the scheduled dropoff location and Deviation completed location. Cancellation canceled By If the trip request is canceled, the system will log (admin, rider, driver) who made the cancellation. Cancellation Fault The cancellation fault, this can be'riderFault','noFault', or'driverFault'. The fault is logged when a cancellation is made. Cancellation Reason The cancellation reasoning indicated on the trip request (e.g. no show). Cancellation Notes Notes added to the cancellation by the reservationist or rider, depending on who Fare Pass Fare Pass Names canceled the trip. Fare Cost The total fare cost of the trip. Calculated before the trip request is matched, so does not take into account detour due to pooling. Request Recurrence Currency configured on a per organization basis. Fare Discount The total discount applied to the rider's fare, based on any promos or fare passes applied to this trip request. Tip The tip amount provided by the rider (for services where tipping is enabled). Tip Created Time If the rider leaves a tip, the date and time that the tip was created. Payment Method ID The unique system -generated alpha -numeric code given to the payment method attached to the trip request. Connected Account Type The payment method chosen by the rider to pay for their trip Promo Names If a promotion is applied to the rider's trip request, the name of the promotion will be shown here. Promo Discounts If a promotion is applied to the trip request, the discounted amount given by the promotion will be shown here. Rider Rating The rating provided by the rider on the trip request. Standard is thumbs up equals 100% and thumbs done equals 0%. Rider Review Tags The tags selected by the rider when completing a review for their trip. Rider Comment The comment that the rider left for the trip request in the rider application. Fare Pass Fare Pass Names If a fare pass is applied to the trip request, the fare pass name will be shown here. Fare Pass Discounts If a fare pass is applied to the rider's trip request, the discounted amount given by the fare pass will be shown here. Request Recurrence Recurrence ID The related recurring trip ID if the trip request was automatically generated by a recurring trip request. 79 C& CIRCUIT National Transit Database (NTD) Metrics Metric Name Metric Definition Number of Completed Total number of riders who successfully completed their trip Boardings Number of Completed Total number of requests successfully completed Requests Number of canceled Requests Total number of requests canceled Number of No Show Requests Total number of requests whose rider was a'No Show' Vehicle Hours Total number of hours scheduled for all vehicles in the fleet. Total Scheduled Vehicle Hours Total number of hours scheduled for all vehicles in the fleet. Total Actual Vehicle Hours Total time recorded for all vehicles in the fleets. This takes into account when the Total Travel Distance (meters) duty was actually started, completed and canceled. Total Actual Vehicle Distance Total distances traveled as recorded by the Driver App for each vehicle in (km) the fleets selected. Revenue Hours Total hours in revenue service based on the time of the first completed pickup to last completed dropoff. Revenue Distance (km) Total distance from the first completed pickup to the last completed dropoff. Same "vehicle locations between times polyline" approach as "Vehicle Distance' Total Break Hours The total hours of all breaks taken by all duties on this date Total Break Distance (Meters) The total distance driven during breaks taken by all duties on this date Date The Date that this row corresponds to. Requests/duties are included in the aggregate metrics for this row if their request.requestedPickupTs was on this date. Only Completed and canceled requests are included Duty Metrics Metric Name Metric Definition Driver Name The name of the driver assigned to the duty. Duty ID A unique system -generated alphanumeric code used to identify the driver profile. Duty Created Time The date and time when a driver's duty was created. Duty Scheduled Start Time The date and time that the duty is scheduled to begin. Duty Scheduled End Time The date and time that the driver duty is scheduled to end. Duty canceled Time The date and time the duty was canceled. Total Duration (hours) The total duty duration, from duty actual start time to duty actual end time. If the duty was canceled, the cancellation time is used as the actual end time. Total Travel Distance (meters) The total distance the vehicle traveled during the duty period. First Seen in Service Area The date and time the duty first entered the service area, as determined by the Time geographical zone boundaries of the service. Last Seen in Service Area Time The date and time a given duty is last in the service area, as determined by the geographical zone boundaries of the service. 80 e& CIRCUIT Metric Name Deadhead Travel Distance (meters) Pause Duration While in Progress (minutes) Total Break Hours Total Scheduled Break Hours Total Number of Breaks Total Break Distance (unit) Breaks Duty Status Vehicle Identifier Metric Definition The total distance traveled during the duty when there were no riders on board the vehicle. The total duration of the vehicle being paused while the duty is Total time of all the actual breaks taken by the driver during this duty. Total time of all breaks scheduled for the driver during the duty. Total number of breaks taken during this duty. Distance traveled by the driver during their break. A list of the breaks that were assigned to this duty. For each break, includes scheduled time, actual start time, actual completion time and/or cancellation time if the break was canceled. The status of the duty at time of report download. The potential statuses are: Scheduled, Completed, Canceled. A custom value used to internally identify each vehicle within an organization. Vehicle License Plate The license plate of the vehicle. Fleet Name The fleet the duty is assigned to. Fleet Type The type of fleet the duty is assigned to. A fleet can fall under three categories: Auto Accept, Accept Reject, and External Fleet. Duty Actual Start Time The date and time when the driver began their duty in the driver app. Duty Actual Completed Time The date and time the driver ended their duty in the driver app. Total Boardings The total number of riderswho completed trips on the duty. Rider Mobile App Bookings The total number of bookings made through the Rider mobile app Rider Web Bookings The total number of bookings made through the Rider Web interface. Driver App Bookings The total number of bookings made through the Driver mobile app (walk-ons). Admin Panel Bookings The total number of bookings made through the Platform admin interface. 81 cG% CIRCUIT A1212endix B: Exceptions Contract Exceptions Document: DRAFT PROFESSIONAL SERVICES AGREEMENT Section: 3.3 Fees and Payments We propose adding the following provision to Section 3.3 as Section 3.3.6 to incorporate reasonable fee increases that reflect our ongoing investment in and improvements to our SaaS solution. This ensures fees remain aligned with inflation and rising costs, consistent with current industry standards: Notwithstanding the foregoing, the fees contemplated hereunder shall be increased on each anniversary of the first day of the term of this contract by an amount equal to the greater of (a) 3% or (b) the increase, if any, in the CPI (as defined below) in effect for December of the immediately preceding calendar year (the "Most Recent Calendar Year") over the CPI in effect for December of the calendar year immediately preceding the Most Recent Calendar Year. The term "CPI" shall mean the Consumer Price Index for All Urban Consumers (CPI -U) for the U.S. City Average for All Items (1984=100) published by the United States Department of Labor, Bureau of Labor Statistics." Section: 3.5.3.1 Documents & Data We propose removing this provision in its entirety and replacing it with the following provision to clearly delineate the ownership of intellectual property and data. This section ensures that the City retains ownership of its proprietary data, while Consultant and its subcontractor retain ownership of their respective platforms, technology, and intellectual property. The provision also outlines Consultant's and Subcontractor's rights to aggregated and anonymized data, while ensuring compliance with privacy and other applicable laws. This addition aligns with industry standards for Software -as -a -Service (SaaS) agreements, providing clarity and reducing the potential for disputes over intellectual property rights. ' "INTELLECTUAL PROPERTY RIGHTS 1. City Data Ownership. As between City and Consultant, City shall own all right, title, and interest in and to the "City Data," which shall mean all data entered by City or its end users into the Consultant's software -as -a -service platform (the "Platform"). Neither Consultant nor its subcontractors shall acquire any ownership rights in City Data. 2. Consultant and Subcontractor Intellectual Property Ownership. Notwithstanding anything set out in any agreement between the parties to the contrary: (a) Consultant shall own and retain all right, title, and interest in and to its proprietary methodologies, processes, and other pre-existing intellectual property incorporated into the services provided to City. (b) Contractor shall own and retain all right, title, and interest in and to: o The Platform and all supporting software, including any improvements, enhancements, or modifications. o Any software, applications, inventions, or other technology developed in connection with providing the Platform or related support. o Documentation related to the Platform and services. o Aggregated, anonymized, or de -identified data and information derived from the provision, use, and performance of the Platform and related services ("Learning Data"). o All intellectual property rights related to any of the foregoing. 3. City Use of the Platform. City's use of the Platform shall be subject to the terms of this Agreement and any applicable Consultant -subcontractor agreements. City shall have no rights in the Platform, software, or related intellectual property except as expressly set forth in this Agreement. City covenants and agrees that it will not: 82 CIRCUIT (a) Reverse engineer, decompile, disassemble, or otherwise attempt to discover the source code, object code, or underlying structure, ideas, know-how, or algorithms relevant to the Platform or services, (b) Modify, translate, or create derivative works of the Platform or any related software, except as expressly permitted in writing by Subcontractor, (c) Use the Platform or related software for timesharing, service bureau purposes, or otherwise for the benefit of any third party, or (d) Remove any proprietary notices or labels from the Platform or services. 4. Compliance with Laws. City shall comply with all applicable local, state, federal, and foreign laws in its use of the Platform and services. 5. End User Responsibilities. Unless otherwise agreed in writing between the parties, City shall: (a) Provide terms of service and a privacy policy to its end users with respect to use of the Platform, which shall constitute an agreement solely between City and such end users, and (b) Obtain all requisite permissions, consents, or other lawful bases from end users for the use, storage, and processing of their personal information by Consultant and Subcontractor through the provision of the Platform and related services, as required by applicable laws." Section: 3.5.6. Indemnification We propose adding a limitation of liability provision to ensure that our liability is proportionate to the scope of our obligations under the Agreement. This protects both parties from disproportionate liability while preserving the City's ability to recover direct damages for legitimate claims: "LIMITATION OF LIABILITY. NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THIS AGREEMENT, CONSULTANT'S TOTAL AGGREGATE LIABILITY TO THE CITY FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THIS AGREEMENT, WHETHER IN CONTRACT, TORT, OR OTHERWISE, SHALL NOT EXCEED AN AMOUNT EQUAL TO THE FEES PAID BY THE CITY TO CONSULTANT IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO SUCH LIABILITY. IN NO EVENT SHALL CONSULTANT BE LIABLE FOR INDIRECT, CONSEQUENTIAL, SPECIAL, EXEMPLARY, INCIDENTAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS OR REVENUE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THIS LIMITATION OF LIABILITY SHALL NOT APPLY TO DAMAGES CAUSED BY CONSULTANT'S GROSS NEGLIGENCE, WILLFUL MISCONDUCT, OR CONSULTANT'S OBLIGATIONS TO INDEMNIFY THE CITY UNDER THIS AGREEMENT." 83 Attachment D GoVysh Proposal Request for Proposal Resoonseto City of Rosemead RFP 2025-01 for Micro -Transit and Ride -Hailing Services Submitted to: City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 Submitted by GoVysh Technologies LLC 9200 Academy Road, Philadelphia, PA 19114 Phone: (855) 367-8974 Email: aigpovysh.com Date Submitted: 2/19/2025 Cover Letter February 19, 2025 City of Rosemead Attn: RFP Review Committee Re: Proposal Submission for Micro -Transit and Ride -Hailing Services Contract: RFP No. 2025-01 Dear RFP Review Committee, On behalf of GoVysh Technologies LLC, I am pleased to submit our proposal for the City of Rosemead's Micro -Transit and Ride -Hailing Services (RFP No. 2025-01). As a technology - driven transportation provider, we specialize in accessible, sustainable, and on -demand mobility solutions, making us an ideal partner to enhance Rosemead's transit system. Our proposal features a white -labeled mobile app (iOS and Android) and an online portal, enabling seamless ride booking for both Dial -A -Ride and the Rosemead Explorer services. The platform supports on -demand rides and advance scheduling up to three months, ensuring efficiency and accessibility. For this service, we propose deploying six hybrid Toyota Sienna vehicles, all wheelchair - accessible (WAV), to provide environmentally friendly, inclusive, and reliable transportation. The Rosemead Explorer will operate as a loop ride service, leveraging real-time tracking and optimized routing to minimize wait times and improve rider convenience. With a proven track record in rideshare operations across multiple U.S. cities, GoVysh prioritizes cost efficiency, real-time data reporting, and exceptional service reliability, aligning seamlessly with the City's transportation goals. We look forward to the opportunity to collaborate with the City of Rosemead in delivering a flexible, safe, and innovative transit solution. Please feel free to contact me at 267-496-3093 or infona,govysh.com for any questions or further discussions. Sincerely, Ani Joshua Founder & CEO GoVysh Technologies LLC Contact: 267-496-3093 / Email: aj@govysh.com Table of Contents 1. Executive Summary 2. Business Information 3. Proposed Services and Vehicle Operation o On Demand Transportation Service o Routing and Scheduling o Licensing o Office facility o Safety and Security o Key Feature and Technology Capabilities o Commitment to Data Reporting 4. Vehicle Operations 5. Personnel Qualifications and Training 6. Communication and Customer Support 7. Marketing and Advertising 8. Call-out/Contingency Plan 9. Performance Monitoring & Reporting 10. GoVysh Partnership 11. Why Choose GoVysh 12. Key Distinctions 13. Next Steps 14. Appendices o Appendix A: Sample Invoice o Appendix B: Proposal and Pricing o Appendix C: Reference o Appendix D: Licensing and Insurance Certificates o Appendix E: Accident Record o Appendix F: Resumes o Appendix G: Lawsuits [Page left intentionally blank for clarity] Executive Summary GoVysh Technologies LLC is proud to present a customized on -demand and loop -based microtransit solution tailored to the unique transportation needs of the City of Rosemead. Our solution places a strong emphasis on serving senior residents (55+) and providing health-related transportation services. As a licensed Transportation Network Company (TNC) and app -based provider since 2022, GoVysh leverages cutting-edge technology, creates local job opportunities, and delivers reliable, efficient, and accessible transit services. Our steadfast commitment to compliance, innovation, and operational excellence ensures a scalable and seamless transit solution that aligns with the city's transportation goals. With a proven track record in Pennsylvania, GoVysh collaborates with experienced subcontractors boasting over 25 years of expertise in on -demand transportation and ADA - compliant rides. This proposal details how we will not only meet but exceed the Request for Proposal (RFP) requirements, delivering an affordable, high-quality, and future -ready transit solution for Rosemead residents. Key Proposal Highlights Technoloev & Service Features • On -Demand Microtransit: A ride service designed for Rosemead's residents, prioritizing seniors (55+) and health-related transportation needs. • Rosemead Explorer— Loop Ride Service: A fixed -route shuttle connecting key locations across the city, ensuring timely and predictable transit. • White -Labeled Mobile App & Portal: A user-friendly interface for both riders and administrators. • Real -Time ETA & Tracking: o Riders can track vehicles in real time through the app. o Live updates on vehicle location and estimated time of arrival (ETA). o Administrators can monitor fleet activity via a centralized dashboard. • Optimized Routing & Dispatch: Smart algorithms ensure maximum service efficiency. • Dashboard & Reporting Tools: Real-time data access for better decision-making and transparency. Integrated Telematics & GPS Monitoring • Comprehensive Driver Monitoring: o Integrated GPS tracking ensures real-time visibility of all drivers. o Monthly performance reports include safety metrics and driving habits. o Automated training recommendations to uphold high service standards. Financial Proposal • Contract Duration: 2 years • First -Year Cost: $1,140,211.34 • Second -Year Cost: $1,140,211.34 • Total 2 -Year Cost: $2,280,422.68 • Note: Gas charges are not included in the quote. Detailed pricing breakdown will be provided on request. Fleet Options GoVysh will provide a fully ADA -compliant fleet to accommodate seniors and individuals with mobility challenges, including: 6 Wheelchair Accessible Vehicles (WAVs): o Each vehicle accommodates 1 wheelchair passenger and up to 7 passengers (including the driver). o Equipped with a 40 -inch wide ramp for easy accessibility. Service Availability: o On -Demand Dial -A -Ride Service: 2 vehicles operating 11 hours/day, 365 days/year. o Rosemead Explorer Loop Service: • 3 vehicles operating 15 hours/day for 258 days/year. • 3 vehicles operating 7 hours/day for 104 days/year. o Backup Vehicle: A spare vehicle maintained by the street supervisor to ensure operational continuity. Scalability: The fleet can be expanded as needed to meet evolving city demands. Rosemead Explorer — Loop Ride Service Fixed -Route Connectivity: Provides consistent and predictable service to key destinations such as: o Hospitals o Senior centers o Grocery stores o Transit hubs Real -Time ETA & Tracking: Riders can track both On -Demand and Loop Ride services via the mobile app, ensuring minimal wait times and a seamless experience. Flexible Integration: The loop service can be expanded or adjusted based on ridership demand and city requirements. Subcontractor Expertise & Insurance • Experienced Operators: Partnering with subcontractors with 25+ years of expertise in on - demand and ADA -compliant rides, ensuring professional and reliable service. • Comprehensive Insurance Coverage: o General liability coverage for the safety of riders and GoVysh Technologies LLC. Licensing & Compliance Regulatory Compliance: GoVysh Technologies LLC will hold a California PUC TNC license, ensuring full compliance with state regulations. Fully ADA & HIPAA Compliant: o Strict driver background checks. o Vehicle safety protocols for accessible and secure services. Local Commitment: Dedicated to hiring local drivers and engaging with the community, ensuring that the service remains trusted, familiar, and accessible to Rosemead residents. By combining industry expertise, innovative technology, and experienced transportation partners, GoVysh is committed to delivering a safe, efficient, and future -proof transit solution. We look forward to collaborating with the City of Rosemead to enhance mobility and meet the evolving transportation needs of its residents. Business Information Category Details Business Name GoVysh Technologies LLC T e of Business ifransportation and Rideshare Services Services Offered On -Demand Transportation Service, School Transportation, Rideshare Solutions Company Type Limited Liability Corporation Incor oration Delaware Co oration, Foreign Corporation Registered in PA Ownershi 100% Minority owned Business Owners Information Ani Joshua — 60%, Mantak Sharma — 20%, Darshan Pandya — 10%, Ninan GeeVarughese —10% lOwnership Structure Partnershi Headquarters 19200 Academy Rd, Philadelphia, PA 19114 Website lwww.govysh.com EIN 87-4247951 DUNS 11-872-5831 Contact Email info i ¢ovysh.com Customer Su ort (24/7) 1-855-367-8974 Key Features User-friendly interface, Real -Time Tracking, Customizable Routes, Multi -Stop Scheduling, Notifications Target Customers Communities, Corporate Entities, School Districts Technology and Integration ODRD, AWS, Native GoVysh Tech Stack, Twilio, Toll Gur u,, AI Telematics, Sendgrid, Zoho CRM Feature GPS Tracking, Mobile App Integration, Web -Based Admin Panel Fleet Type IlPassenger Vehicles, Buses Operating Regions Pennsylvania, including Philadelphia Established Year 12022 Business Hours Open 24 Hours Pronosed Services and Vehicle Operation: On -Demand & Loop Transportation Service GoVysh's On -Demand and Loop Transportation Service combines cutting-edge technology and a customer -first approach to deliver reliable, efficient, and sustainable transit solutions. Vehicles will be deployed to operate on -demand, providing transportation services for residents ensuring consistent availability and minimizing wait times. The GoVysh app leverages real-time GPS tracking, smart routing algorithms, and multi -stop scheduling to offer optimized routes that save time and reduce environmental impact. With 24/7 booking convenience, secure payment options, and real-time updates, GoVysh offers a seamless, stress -free travel experience. Whether for daily commutes or specialized routes, GoVysh's service is designed to meet diverse needs, providing adaptable, safe, and reliable transportation for today's commuter. providing localized, hands-on management for efficient and reliable service delivery. Routing and Scheduling GoVysh leverages advanced routing software to create optimized routes that reduce travel time and fuel consumption. Our system supports real-time adjustments to accommodate last-minute changes, ensuring both flexibility and reliability. Dedicated transportation coordinators will oversee and manage the creation of efficient rides tailored to the needs of City of Rosemead residents. Licensing GoVysh will operate all vehicles under its Transportation Network Company (TNC) license, fully complying with California state regulations. This ensures legal operation, rider safety, and adherence to industry best practices. Office Facility A dedicated office will be established in City of Rosemead to manage daily operations, ensuring smooth coordination and quick response to any challenges. Serving as a local hub for operational oversight, customer support, and driver assistance, this facility demonstrates GoVysh's commitment to providing localized, hands-on management for efficient and reliable service delivery. Staffing and Personal: An experienced project manager will be dedicated exclusively to overseeing the Dial -a -Ride and Explorer services. Safety and Security Safety is our foremost priority. All vehicles and drivers will be equipped with advanced technology, to ensure state-of-the-art safety features, including: • GPS Tracking: Provides real-time location updates to users and City administrators. • Emergency Communication Systems: Allows drivers to quickly communicate with dispatch centers in case of emergencies. • Live Ride Monitoring: Real-time ride supervision by GoVysh's support team for added security and operational oversight. • Regular Maintenance Checks: • All vehicles undergo regular safety inspections and maintenance to ensure optimal performance and reliability. A mandatory inspection is conducted every 5,000 miles, while daily inspections are carried out by the field supervisor to maintain high safety standards. Vehicle cleanliness is a top priority for GoVysh, and to uphold this commitment, we will partner with a local car wash in Rosemead to ensure a consistently clean and comfortable ride for passengers. • Background Checks : Drivers undergo extensive background checks and participate in ongoing training programs covering safety protocols, defensive driving, and child behavior management. Technology Integration At GoVysh, technology is at the heart of our mission to revolutionize transportation. Our comprehensive transportation management system is designed to deliver a seamless, user- friendly experience for users, administrators, and drivers. By incorporating innovative tools and features, we ensure efficiency, transparency, and enhanced communication throughout the transportation process. Key Features and Capabilities of GoVysh Technology • Native Mobile App: Our custom-built, state-of-the-art mobile app for iOS and Android offers users a seamless platform for booking, tracking, and managing transportation. With real-time updates, in -app communication with drivers, access to ride history, receipts, and push notifications, the app ensures a modem, hassle -free experience. • iOS • Customer App: https://anns.apple.com/us/app/voyysh-request-a-ride/idl636005436 • Driver App:hops://apps.apple.com/us/aoo/aovvsh-driver/id 1636089866 • Android • Customer App: https://pIL}�.eooele.com/store/apps/details?id=com.govvsh.ride&pcampaignid=web share • Driver App: https://plgy.gooizle.com/store/apps/details?id=com.govvsh.drive&ycaml2ai nig d=w eb share • On -Demand Ride Scheduling: A tech -enabled solution for booking rides instantly based on user needs, enhancing flexibility and convenience. • Scheduled Rides: Advanced scheduling features powered by smart technology accommodate planned travel, ensuring reliable service. • Ride Booking Through Dashboard: Our intuitive dashboard uses the latest interface designs to allow administrators to manage and book rides efficiently, enhancing operational control. • Tap & Go payment: The Tap & Go payment feature by GoVysh offers a seamless and convenient transit experience. Users can purchase tokens or tickets in advance, and when they arrive at pickup point to board, they simply tap their device or card to board—eliminating the need for cash transactions or long queues.( Note: We are actively working on this requirement, and it is currently in the implementation phase.) • Curb -to -Curb Service: Supported by precise GPS technology, our service provides personalized pick-up and drop-off, ensuring maximum convenience for riders. • Admin Portals: Technology -driven portals, accessible on both desktop and mobile devices, provide real-time tracking of rides, schedules, and driver details. Administrators can easily manage operations and communicate directly with support staff for quick resolutions. • Automated Alerts: Our advanced alert system keeps users and administrators informed of delays, route changes, or emergencies through instant notifications, leveraging technology to enhance communication and manage expectations. • Data Reporting Tools: Cutting-edge analytics and reporting features deliver actionable insights into ride performance, route optimization, and operational efficiency. These tools empower data -driven decisions and foster continuous improvement. • Route Optimization Technology: Leveraging sophisticated algorithms, our system calculates the most efficient routes based on real-time traffic, weather, and road conditions. This reduces delays, minimizes fuel consumption, and ensures punctuality. • Dynamic Pricing Integration: A smart pricing engine adjusts fares in real-time, considering factors like time, traffic, and distance, delivering transparent and equitable pricing for all stakeholders. • Driver and Vehicle Monitoring: Our technology provides real-time performance and safety monitoring, ensuring drivers adhere to safety protocols and enabling swift responses to potential issues. • Emergency Management Features: In emergencies, GPS -powered tools facilitate instant communication between drivers, users, and administrators, ensuring swift assistance and peace of mind. • Eco -Friendly Solutions: Technology -driven route planning optimizes travel for hybrid and fuel-efficient vehicles, reducing emissions and supporting a greener future. • Customizable Communication Templates: Built-in templates powered by automated technology enable administrators to quickly send alerts, reminders, or announcements, streamlining communication across platforms. • Seamless Integration with Existing Systems: Our platform seamlessly integrates with current management systems, synchronizing schedules, routes, and other critical data to create an efficient, unified workflow. • Secure Data Management: With cutting-edge cybersecurity measures, GoVysh protects sensitive user data, ensuring robust privacy and compliance with industry standards. • Integrated Payment Processing System: Secure, tech -forward payment solutions provide a seamless transaction experience for users. • Dedicated Call Center: Technology -backed 24 n support, along with email and chat options, ensures prompt assistance for inquiries and troubleshooting. • Multi -Stop and Group Ride Options: Leveraging modular technology, we can develop features for multi -stop and group rides, tailored to the unique requirements of City of Rosemead. • Dynamic Pricing for Per -Mile and Per -Minute: Our flexible, technology -powered pricing structure adapts in real-time to deliver fair and accurate fare calculations. By harnessing innovative technology at every touchpoint, GoVysh delivers a transportation solution that is efficient, reliable, and designed to meet the evolving needs of City of Rosemead. Customized Technology Platform White -Labeled Application: A branded and customized app will be developed to meet the specific needs of City of Rosemead. A Proof of Concept (POC) will be available upon request as soon as possible. The fully customized app will be delivered within 30 days of contract execution. Key Features: The app will ensure ADA compliance and PII/PCI security. It will include real-time vehicle tracking, ride management, and reporting capabilities, along with a centralized dashboard for ride booking and operational oversight. Deployment Timeline: The complete system and service will be fully activated within 30 days of contract execution. Any potential delays will be communicated promptly, though no delays are anticipated. By integrating these advanced technological features, GoVysh sets a new standard for efficiency, safety, and convenience in transportation. Our commitment to innovation ensures that we continually enhance the transportation experience for all stakeholders. Commitment to Data Reporting for City of Rosemead GoVysh commits to providing all requested reports and data as outlined below to City of Rosemead. While a few data points are not directly available in our existing systems, GoVysh can develop mechanisms to generate and deliver these insights. The data reporting will include, to the greatest extent possible: • Number of one-way trips provided. • Number of roundtrips provided. • Number of unique passengers served. • Number of new passengers served. • Number of shared vs private trips; percentage of trips completed with 1 or 2+ passengers. • Number of missed, declined, and/or cancelled trips, incident specific detail upon request. Number and nature of complaints; average time to resolution. Incident specific details upon request. • Crash summary — description, severity, location, time of day, report number. • Number of non -revenue vehicle miles traveled - total length of idling time. Trip Rating — Average driver/trip rating, Wait Time — Breakdown of trip wait time. • Customer Service — Average response time to calls and emails. • Trip Routes — heat map of trip routes GoVysh can demonstrate the above-mentioned reports and data points as requested within 15 days of the contract award. Additionally, we are open to conducting a Proof of Concept (POC) to ensure that our solutions meet City of Rosemead requirements effectively. GoVysh is committed to ensuring comprehensive and actionable reporting, with the flexibility to address specific needs and further enhance data availability as required. [Page left intentionally blank for clarity] VEHICLE OPERATIONS GoVysh Technologies LLC is responsible for ensuring compliance with all relevant federal, state, and local regulations related to the Rideshare Service. All drivers will be W2 employees of our subcontractor, ensuring that we maintain complete oversight and accountability for our workforce. We will provide the City of Rosemead with the following driver information no less than 10 days prior to the start date of the service: • General information sheet for each driver • Copy of current valid driver's license • Copy of CPR/First Aid certification • Copy of Drug and Alcohol Training attendance/certification • Copy of Defensive Driving Course attendance/certification • Copy of Sensitivity Training attendance • Copy of Criminal Background Check • Copy of passed drug test Additionally, we will clearly demonstrate that insurance and liability coverage will be provided for all drivers. Personnel Oualifications and Training Our staff consists of experienced professionals committed to commuter safety and satisfaction. Highlights include: • Driver Training: Comprehensive onboarding covering traffic laws, safety protocols, and first aid — Additional training will be done based on City of Rosemead Safety requirements. • Customer Service Focus: Regular workshops to ensure courteous interactions with City of Rosemead Resident. • Background Checks: Stringent screening processes for all employees — This will be done based on the requirements of City of Rosemead. Communication and Customer Support GoVysh prides itself on exceptional communication and support services: Dedicated Operation Manager: A single point of contact for all queries and coordination. 24/7 Customer Support Line: Ensuring assistance is available whenever required. Proactive Communication: Regular updates on ride performance and operational changes. Marketing and Advertising To ensure the success of this program, GoVysh has partnered with HRABAL CREATIVE, a marketing agency known for its extensive experience and proven results. Together, we aim to establish a trusted and recognizable service throughout the community in City of Rosemead. Hrabal Creative Marketing Outline Public Relations • Develop PowerPoint presentations to share the program with local healthcare providers, hospitals, and community organizations. • Draft and distribute press releases to local media outlets, highlighting the benefits and impact of City of Rosemead transit services. • Pitch interviews and stories to newspapers, magazines, and radio stations to engage the public and promote awareness. • Plan and execute a Launch Day press event featuring testimonials from local officials and healthcare providers. • Coordinate outreach teams to engage the community at high -traffic locations. • Create informational handouts tailored for healthcare providers and community partners. Website Creation Design a simple, user-friendly WordPress site focused on health transportation, including: • Service details and benefits. • Contact information and a comprehensive FAQ for users. Direct Outreach to Targeted Audiences • Create and manage text and email campaigns to keep residents informed about the service. • Send personalized email messages to local healthcare facilities, senior centers, and community leaders. • Distribute direct mail postcards to homes in selected ZIP codes, highlighting the service and its accessibility. Social Media Campaign Develop and manage a social media presence with regular posts and updates: o Facebook posts and stories twice a week. o Instagram posts featuring testimonials, service highlights, and health tips twice a week. Produce engaging short promotional videos for social media, YouTube, and the program's website. Advertising Campaign/Collateral • Design and produce window clings for placement in local clinics, pharmacies, and community centers. • Create bus advertisements to promote transit service throughout the area. • Develop posters for display in libraries, wellness centers, and hospitals. • Plan and execute Metro Station ads with both digital and printed formats for high visibility. Notes • Printing and production fees will be estimated at the start of the project. • Media placement costs are not included and will require further budgeting discussions. • List creation, rental, and management costs will be finalized based on client requirements. With GoVysh's transportation expertise and HRABAL CREATIVE's marketing acumen, City of Rosemead is poised to transform how residents access healthcare services. Call-Out/Contingency Plan GoVysh is dedicated to delivering reliable, uninterrupted transportation services to the residents of City of Rosemead.To proactively address unforeseen circumstances and maintain seamless operations, the following comprehensive call -out and contingency measures have been established: Driver Call -Out Procedures Dedicated Driver Pool: A reserve pool of trained and certified backup drivers will be available to ensure service continuity in the event of driver absences. Real -Time Alerts: Drivers must notify dispatch immediately via the GoVysh driver app or direct communication in case of emergencies or unavailability. Rapid Reassignment: Backup drivers will be deployed within 30 minutes of a notification to minimize service interruptions. Vehicle Downtime and Maintenance Backup Vehicles: Locally stationed spare vehicles will replace any vehicle requiring unexpected maintenance or repairs. • On -Demand Maintenance Support: GoVysh collaborates with local maintenance providers to ensure immediate repairs and rapid turnaround times. System and Technology Outages Redundant Systems: A robust cloud -based infrastructure with failover capabilities ensures system reliability and uptime during outages. 24/7 IT Support: A dedicated IT team monitors system performance around the clock to address any technical issues promptly. Adverse Weather Conditions Weather Monitoring: Continuous monitoring of weather forecasts allows for timely adjustments to schedules and routes. Preemptive Adjustments: Routes and schedules will be modified proactively to prioritize safety and minimize delays during severe weather events. Communication Protocols Real -Time Updates: Riders, drivers, and stakeholders will receive timely notifications about delays, route changes, or adjustments to services. Customer Support: A 24/7 customer support team will address inquiries, provide updates, and resolve service -related concerns promptly. Emergency Response • Emergency Contacts: Drivers and staff will have direct access to emergency contact numbers for local authorities, emergency services, and GoVysh's central support team. • Incident Management: A detailed incident response plan ensures swift and effective handling of accidents, medical emergencies, and other critical events. Continuous Training and Preparedness • Driver Training: All drivers undergo rigorous training to manage emergencies, including passenger safety protocols and alternative route navigation. • Drills and Simulations: Regular contingency drills are conducted to ensure team readiness for a range of scenarios. Reporting and Post -Incident Review Incident Documentation: Every call -out or contingency event is thoroughly documented to promote transparency and continuous service improvement. Review and Feedback: A post -incident analysis evaluates response effectiveness and identifies areas for improvement. Escalation Protocol Multi -Level Escalation: Any contingency issue that exceeds the capacity of the immediate team will be escalated to senior management for prompt resolution. Key Contacts Customer Support: o Phone: 1-855-367-8974 o Email: info s,govysh.com GoVysh is committed to providing safe, reliable, and efficient transportation services for City of Rosemead. Our proactive and comprehensive Call-Out/Contingency Plan ensures minimal disruptions while maintaining the highest standards of safety and service quality for commuters. PERFORMANCE MONITORING AND REPORTING GoVysh Technologies LLC is committed to maintaining transparent communication and ensuring accountability through regular performance monitoring and reporting before and after the launch of services. Bi -Weekly Staff Briefings Prior to and after the launch of services, GoVysh Technologies LLC will provide bi-weekly briefings to the designated management. These briefings will focus on preparations, updates, and performance tracking. Topics covered will include: • Summary of Work Completed: A detailed account of tasks and milestones achieved leading up to the launch, along with updates on progress after service initiation. • Updates to Project Schedule: Revisions or adjustments to ensure alignment with the launch timeline and ongoing operational objectives. • Status of Deliverables: Updates on the progress of all deliverables required before service initiation and subsequent performance metrics. • Upcoming Activities and Tasks: A forward-looking plan of activities to be completed both before the launch and in the upcoming periods post -launch. • Red -Flag Issues: Identification of potential challenges or risks requiring immediate attention, along with proposed solutions and mitigation strategies. Key Performance Indicators (KPIs) GoVysh Technologies LLC will provide KPI reports during bi-weekly briefings to track performance and service quality. These KPI reports will include: Customer Engagement Metrics: Detailed logs of customer feedback and interaction trends, highlighting areas for ongoing improvement. Service Responsiveness: Metrics reflecting the average time taken to address and resolve issues or inquiries. Operational Success Rates: o Ride Completion Rates: Percentage of successfully completed rides, showcasing service reliability. o Schedule Optimization: Insights into any rescheduled rides or adjustments to improve efficiency. o Fulfillment Analysis: Summary of on-time pickups and service accuracy to ensure customer satisfaction. Driver Performance Insights: o Telematics Reporting: Comprehensive analysis of driver behavior, including metrics on acceleration patterns, braking frequency, and adherence to speed limits. This data will help identify safe driving practices and areas for driver training and development. o Safety Metrics: Tracking of incidents or near -misses, contributing to ongoing driver coaching and performance improvement initiatives. Service Enhancement Insights: o Ride Adjustments: Instances of ride modifications (e.g., cancellations or reschedules), categorized by cause and followed by corrective actions where applicable. o Proactive Measures: Data on additional steps taken to reduce disruptions, such as rider education or enhanced driver training. Rides Provided: Total number of rides successfully completed, broken down by day or week as requested. GoVvsh Partnership We are proud to collaborate with esteemed organizations and institutions, which highlights our credibility and reach: • HIA (Harrisburg International Airport): Delivering dependable transportation solutions to support the airport's connectivity and enhance passenger experiences. • Visit Bucks County: Partnering to boost regional tourism by providing seamless, efficient, and visitor -friendly transportation services. • Asian American Chamber of Commerce, Philadelphia: Collaborating on community - driven initiatives to promote growth, connectivity, and economic development. • Philadelphia Parking Authority (PPA/TLD): Ensuring compliance with urban mobility regulations and supporting efficient transportation management in Philadelphia. • PAPUC (Pennsylvania Public Utility Commission): Operating in full compliance with PAPUC regulations to deliver safe, reliable, and authorized transportation services across Pennsylvania, aligning with state standards for service quality and operational excellence. Why Choose GoVvsh for City of Rosemead? GoVysh is committed to delivering a seamless, customer -focused transportation experience tailored to the unique needs of City of Rosemead and its residents. With a reliable fleet, innovative technology, and an unwavering dedication to safety, GoVysh stands out as the ideal partner for community transit, ensuring convenience and peace of mind for all. Our drivers undergo comprehensive background checks, including criminal history screenings and Motor Vehicle Record (MVR) evaluations. This thorough vetting process ensures that each driver is not only highly qualified but also trustworthy and dedicated to ensuring passenger safety. We uphold the highest standards of security and professionalism in every ride. GoVysh is focused on supporting City of Rosemead with efficient, safe, and sustainable transportation solutions. Our commitment to excellence and reliability guarantees that residents and their families will receive top-quality service. Let us help build a dependable transportation network that fosters trust, convenience, and a sense of community. Key Benefits of Choosing GoVysh: 1. Proven Expertise: Licensed TNC operator since 2022, with approval from the Philadelphia TLD in 2024 and will get the approval from CAPUC as a TNC. 2. Tailored Solutions: White -labeled technology and marketing specifically designed for City of Rosemead. 3. Local Commitment: CA based employees and a dedicated office within City of Rosemead and priority would be given to previous contractor's employees. 4. Reliable Technology: Fully compliant with ADA, PII, and PCI standards. 5. Timely Delivery: Proof of Concept (POC) available immediately, with full service rollout within 30 days. GoVysh is here to offer City of Rosemead a reliable, safe, and sustainable transportation service designed to meet the highest standards of quality and customer satisfaction. Key Distinctions: GoVysh stands out as a premier transportation partner by offering innovative, reliable, and customer -centric solutions tailored to the unique needs of City of Rosemead. • Tailored Solutions: Customized services designed to address specific client requirements, including flexible scheduling and optimized route planning. • Focus on Safety: Strict safety protocols, comprehensive insurance coverage, regular vehicle inspections, and detailed background checks for all drivers ensure the highest standards of security. • Advanced Technology: A cutting-edge app and admin panel provide seamless booking, real-time updates, live GPS tracking, and automated alerts to keep stakeholders informed. • Job Creation: GoVysh fosters economic growth by partnering with subcontractors to hire W2 workers, ensuring fair wages, stable employment, and increased local tax revenues. • Commitment to Excellence: Professional drivers trained in customer service, backed by a 24/7 dedicated customer support team to address any concerns. • Eco -Friendly Practices: A focus on sustainability with options for fuel-efficient vehicles and environmentally conscious transportation solutions. • Scalable Services: Whether for a small group or the entire community, GoVysh offers scalable services to meet varying transportation demands. • Proactive Communication: Real-time notifications ensure residents and stakeholders are informed at every stage of the journey. • Emergency Readiness: Robust contingency plans to address last-minute changes, weather disruptions, or unexpected events, ensuring uninterrupted service. • Local Expertise: Drivers with extensive knowledge of the area guarantee efficient routes and timely arrivals. GoVysh is dedicated to exceeding expectations by providing innovative, safe, and dependable transportation solutions that empower City of Rosemead community and enhance mobility for its residents. Next Steps We are thrilled at the opportunity to partner with City of Rosemead to deliver reliable, safe, and innovative transportation solutions. To move forward, we kindly invite you to: • Share any questions or clarifications needed to ensure alignment with your expectations. • Provide your preferred timeline for contract finalization and service launch. We look forward to collaborating and delivering exceptional service tailored to your community's needs. Contact Us For any inquiries or further assistance, please feel free to reach out: Point of Contact o Phone: 1-855-367-8974 o Email: info a eov sy h.com Thank you for considering GoVysh. We look forward to serving City of Rosemead with excellence! [Page left intentionally blank for clarity] Appendix A: Sample Invoice INVOICING GoVysh Technologies LLC will submit regular invoices for all services rendered to the City of Rosemead. The invoicing process will follow these guidelines: • Invoice Submission: Invoices will be submitted monthly on the 15th of each month, covering expenses from the previous month. For example, the invoice for January 1 — January 31 will be due on February 15. If the 15th falls on a weekend or holiday, the invoice will be due on the next business day. • Payment Terms: Invoices received on time will be payable by the city within 30 days from the invoice date. GoVysh is open to negotiating other payment terms during the contract draft stage. • Invoice Accuracy: Invoice accuracy will be validated by GoVysh Technologies LLC. Any discrepancies must be notified to the GoVysh account management team for prompt resolution. • Payment Options: Payments can be made via automatic ACH transfer or by clicking the payment link provided through Stripe. • Invoice Format: Invoices will be submitted in a mutually agreed format. A sample invoice format is attached for reference. Reporting, Billing Invoicing example GoVysh Technologies LLC Invoice fonTransit Services GOVysh Technologies LLC., 9200 Academy Rd. Philadelphia, PA 19114 info@govysh.cem (955)367-8974 www.govysh.com Invoice BILL To ABC Township C/O Transit Service 1234 Elm Street Nicetawn, NI 08123 Phone: (555) 907-6543 Email: cone t@transitabccom G O m.o. Human: INV ro15-WI [unomx AnGmt NumWr. 5I1mwIT651y01 m.."one si,. u. roll Ser ik. liw e: 1.uary 1, 1.1-feC,uJry 20, 2015 but ptln "" 1a,1025 (Ne, 101 organizer Invoice #INV•2025-001- Account #57565 February, 1, 2025 - February 28, 2025 Summary of Services Provided Number of Vehicles In Service : 6 Number of Hours Per Vehicle Per Day :11 Nr.x. Tvw mn X�M Tnvn.- an—x.x ,, XYN,. pec w x. pec xu,Ya1V sX1M as —1r9 per NnV,e x,rt a sear r.. iris N/. o... xneaaN CM f0 sr, .a, x/a n Wn 1. i:ea NA a. r�W hNxq X/1 WA N/a NYA x/1 X/x x/. x.A IpA Anxx...�.. sw oxm rua N. es NA 22r.arsa Total $90515.76 a�agYx am.. W mx..rM•o... wmw n=.x.cr.. waun xw....�x ax. waxwes.oxp.. aNNt semu Option L Pay via ACH Transfer (Bank Details) Bank Name: FIMI National Bank Account Name: GoVysh Technologies LLC Account Number. 1254567890 Routing Number. 987654321 Payment Reference: INV -225.001 Late Flo elo a n If payment is not received by the due doe (April 14, 2025), a late fee of 1.5% per month will be applied To the outstanding balance. If Payment remains overdue for more Man 30 days (May 14, 2025), a mo -time We fee of $200 will be assessed. Payment Terms: Net SD • Due 30 days from the invoice date (April 14, 2025) For Bill -Related Questions PNase contact us via email at infofto ysh.mm Be sure to reference the Invoice Number (INV -2025-001) and Customer Account Number in all communications. 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Ua $1. s0» settle OOv3LYY OOMSMb Neole", CMY wOOW .....Pate .. Ccnpkrp U 5 Pw w» M. Ur.u.Yl OwRSfeW] NU Ro 9.RNe wN. ...'eve OFJOW C-,.,. U w Pw w» 3]0.15 Ow.u.Ex 4wRSFM! NS OYN.TY OtwW HAS WiM1.r N.NtlY 06bW Co-pk,M u w POJ w» Mss Cavum Ge.AlF,W. S9E MYn N.TL OPAOW INO Spee'a..k Mb. Cap4M U .0 0 POJ f0» hell Owu�M ..lFAw 3131 Pak N.RYe 1000. AI CM✓S,. Mk 1030. C. ate u w Ilw fO.Ba MfM Ow.xl-m W RSFASI w][eOe, N,Mik use. mcaaelt' r l.. ce,pYMO l.w s Saw b1. sne rw.E.m .'aus". .at Dal Mr. N.. I.. CmpMM! U l0 taOJ sYe. PSes Ot 4aRSFNS] w00YSl,nJY OSx) PM .w IMSI.RWe .Pat CmyelN u b 5 wN SO el M» Ga -u,Aa OOeRSFAS. SOO Virg st MY 0]MPM ewbeew.nue Ox.SM C.. U .s 4 PN late Mb G.r.u.leP OwRSFA55 1MaN, N. nBe N. awizw N.Mh OSIOM C.'al a lt100 {e.a sells m..xD�m OwRSFAN W].U.. O.NM UCMrry 5l .4 OISJM Davevee U IO ISN {OBe W. Gprum Owe., I.OMpkst'. seal tee WWiW sl.ntiY .P'l cpry4M u .04 Sulu sea. sells Nv31-M Go.9SFAN wCeN SI.RJe Ove. ax g ... .Pat CaryMb U w i1N w» sells ae.0-PS OeeFlFN% ax .FN.nv1 0M. blesern.ML ..,,0 Pat Cmg4M u b 3 {1w w» MN .l.P. u,",ul 0 KO]tlem N.IliY 04wM SUCeN n. FOY OINIM CaryleM U al 1 Pw b» "s. Owu3n GRrKFMD YOdn aw.nJe MwM Sap Yrl, sr.INe OUSM Ca,ybp] u .s4 flaw w» slab ESV 1551 310 03 Appendix B: Cost Proposal The cost proposal has been outlined in the Executive Summary. Detailed will be provided upon request. References: Bank Reference Appendix C: Reference O Citizens 699 Eason RJ W 91d,i. PN 18978 Letbrof RefercMe Date: 01/10/2025 To Whom R May concern: As requested by the customer indicated below, this letter confirms the following account Informafion a[ Citizens: Account Title: GOVy$H TECHNOLOGIES LLC Accaunt Number. 6306945092 A Urrt Type: Clearly Better eusines'Checking Account Open. Date: 02/16/2022 As of the dm of this kilter, nam¢ gierzWlRLholderGOVVSH TECHNOLOGIES LLCmatittainzan acwimL in good standing with CttNerLF, Delaware Good Standing Delaware B•t The Fist State I, JF2'FM£Y M. BDLLOCM, 5£CMErA OF SM= OF TttE SIAM OF D£LAMAM£, m li8t£BY C£Mr= '6YrvY5B r£CIDNOLOOI£s LLC' Is DDLY FORtI£D D M SY£ LAYS OF rB£ S£Ar£ OF D£tAStAR£ AMD IS IN "D S£AMD AMD BAs A L £YI512NC£ 50 FAM AS rB£ RECORDS OF THIS OFFICE SIRM, As OF M NII1rB DAY OF SAMOdRY, A.D. 2025. AMD I DO HEREBY EDM= CERDIIY Mr TBE s D '(A)YYSB r£CBBBlLOGI£s LLC' w FOMttrD w m NIN£r£aJ£B MY OF JANOAMY, A.D. 2022. AND i DO HEREBY FOMS!!Qt C£MIIFY mr m AtDNAt cavus MAY£ B£FA PAID 170 Mn. v 65X546 8300 4 sX SRC 2 02 5 0 0 6910 6 rw R+r.a.Mwa<wn<we w..a<a.a.aea..4 M/+uw.,�a+ AYTentKall(M: 202649621 Date. 01-0 25 Philadelphia Good Standing a City of Philadelphia Department of Revenue Certificate of Tax Clearance Vendor/Contractor Taxpayer GOVYSH TECHNOLOGIES LLC Issue Date January 10, 2025 Confirmation Number L0005503997 KaNleen McColgan Revenue Commissioner x philagov/revenue Tax Clearance Valid Through February 10, 2025 GoVvsh Accomplishment First Philadelphia based TNC Company Approved by PPA GoVysh proudly announces its landmark achievement as the first Transportation Network Company (TNC) to be approved by the Philadelphia Parking Authority (PPA). This milestone highlights GoVysh's commitment to innovation, compliance, and serving the unique transportation needs of Philadelphia residents and visitors. Our approval by the PPA underscores GoVysh's dedication to meeting stringent regulatory standards while providing reliable, efficient, and accessible transportation services. Appendix D: Licensine and Insurance Certificates Philadelphia Parking Authority (PPA) License PHILADELPHIA PARKING AUTHORITY TAXICAB AND LIMOUSINE DIVISION t\ THE NATTER OF THE APPLICATION OF: A-2402.63 Goyysh Technologies LLC The Philadelphia Parking Authoritv,Taxicab and Limousine Division hereby certifta that after an application, inseetigstioa andlor hearing, it has. by its order issued and entered. found and determined that the granting of the application is necessary or proper for the servicc accommodation, convenience and "few of the public and hereby issues to the applicant this TRANSPORTATION NETWORK COMPANY LICENSE NO. 1039761-TNC evidencing the Authority's approval pursuant to 53 P&C.S. § 57A05 (rdsuat u fi A wsam iie groat of aaia0 to operate the following rights effective May 21, 2024 and in accordance with 53 Ps.C.S. Chapter 57A (rebwt to uamporrawa aet.oA eonpaafes7= To transport persons in I ra nsportation network company service, by urilizing a digital network that facilitates the conoeation of a passenger and a transportation network company driver for a prearranged ride in a personal vehicle, between points in the City and County of Philadelphia and from points in said City and County to points in Pennsylvania. This does not include authorization of a TIC to operate at PHL Airport or any train station owned by ANIT ZAK located within Philadelphia. In \tunas %'hereof, The PIRI ADELPHIA pARKLNG AtTHORITY'S TAXICAE .4.ND LiMOCSINE DIVISION has caused these presents to be signed and sealed, and duly auated by in Director at its office in the cin of Philadelphia this 4th day of June. 2024. Peter Caroiwl Director Ta:iah and Limamiae Dn'uioo Philadelphia Parldng Authority Pennsylvania Public Utility Commission (PAPUC) License PENNSYLVANIA PUBLIC UTILITY COMMISSION I\ THE \LATTER OF THE APPLICATION OF: A-6325405 ,{pplimdmr oJeot4sG Trdmologirs LLC fnrdyproea/o/rGe Applirnrioa as prmddm of7 nspannrimr �Tm•ork Semire; 83038nsdnon Aenmr, _'nd Floog Philodriphia, Philadelphia Comm', Paursrhania ....d d nmrspo d pyrans is Mdelorrndarr nrrxork venire brrxreu ponos in Pnngriemria, nrladirrg smirnmdrr drrjardsdirdon o/rhr Philedrlphio Parking Andiorin'. EFFECTIVE DATE: October 5, 3022 The Pennsylvania Public Utility Commission hereby certifies that after an investigation andor healing, it has, by in report and order made and entered, found and determined that the granting of the application Is necessary or proper for the service, accommodation. convenience and safety of the public and hereby issues, evidencing the Commission's approval, to the applicant this: LICENSE FOR TRANSPORTATION NETWORK SERVICE. In Witness \\Ler"f, the PENNSYLVANIA. PUBLIC UTILITY C'O\IIISSIOS has caused these presents to be signed and sealed, and duly attested by its Secretary at in office in the city of Harrisbm'g this Sts day, of October, 2022. netarv' Certificate of Insurance - Philadelphia Parking Authority (PPA) Form E UNIFORM MOTOR CARPER BODILY INJURY AND PROPERTY DAMAGE L1ABIl3TY CERTFICATE OF MSURANCE F;yd,y;pl Phdadelphia Parking AUBlority nerwruRer caned Cennsssiml Warne a Carradssion) M. is 0 CWUN. male. HDI Specialty Inure Company (Noma a coffp") Innanaea ralad ConVa•YI a 161 North Clark Street 48th Floor. Chicago, IL 94105 (Noma onceA .aCarva"Y) ws awaad a GoVysh Technologies LLC (N amb car ) Of _ 9200 Apdemy Rd. Philadelphia. PA 19114 IAddrass a W. Cs a pdcy «pales Of awaarce enacdee horn 09/01/2024 1201 AM. srtm a d Clne a1 me a sssamsT slMed agad paq a pdK and Cmtaasq�l � as proNded M Ma .dY atleclananl a ms NJbrm Ma« Canwr GxWY kM m P.Wty Danape LaWdy Ins«rca EldwsemenL las « gave Cam arlerMed b Prvi9a aM.r * CPGIY a end i>r.p" dwn .p odflM aroPsed Igorr saUl mol« CMriar by 01. prwisans d els may tamer law a ale State m wlaPh ere C«rvdason has )wbdir4Pn «reylalau pmn o atw in aoardras maewm. YAier re«+ested. cite C«nparry apes to Mesh me Conm.. dL0.1a «'pna a sad potty « DPFoes ora y eM«sarrwna m«eon. lha ceNaata and me eridorserrer. daa«i0ed hues mat nd b o«aaea w..oul rancalalan of Use pacy a wficC A is atlxTed. SUIT rass4Cen meY M elleaed CY eie C«rV.nY «Iha vaned 9�T9 terry (301 den nPOce In erlsrq 4 me State Camvsswrt suds testy 130) days nau a aarm«ce a v1 eorn Va data rdica a amaly rxawal n tat onm a me C«m�stim. c«nl«sgrna a 201 Spear St Ste 1100 San Frarlcisco CA 94105 IStrsat Adarsas) (Gty) (Smm) (Zrp Code) Thi 29th Iaya August 2024. AMh od C« y R.Ptasanta ila ..Con ,Fsgw. HFMOO105-02 (Pd" Nun ) Tiu fam6tw®eds. rpe�aaal.4ixuame:Re[oaNy t`slmet Camuruxsrml3t®Saipaiamro iErpenaas alecsm:MRN..')aSe ravvse[®ereM l+ecsC_s.r 1n%yFD Certificate of Insurance - Pennsylvania Public Utility Commission (PAPUC) Form E UNIFORM MOTOR CARRIER BODILY INJURY AND PROPERTY DAMAGE LIABILITY CERTIFICATION OF INSURANCE Fled with Pennsylvania PUblld Ubhry Q)fnVnWla1 I�.mn,fw uw ae«yr w+me aAe. yl This is to mnify that the HDI I�emn aMr wlM CompanYla loll has issued to GoVysh Technologies LLC 9200 Academy Rd. Philadelphia. PA. 19114 (Name a Motor Camer) °f (Address a Maw Camel 09/012024 12:01 AM. standard time at the a00ress or the vlsured stated in said as povidnd nems, whits by atlacnmat of me Undom MOW Carrie eodlty Injury and Propery )r have been am octad to aoviaa autOnwMle OoditY Injury and amMny oarnage liadidy insurance IM raT by tM a(wK�l'ns or tM inator r,amr im or m state In whlU the A° " has IunsdlalLlla Wherever re9uested, tree Company agrees to lumis i the Agemy a duplicate anginal a sad policy a Wllcies and ah erWorsemm6 thereon. This mrllfltlte and the mcla semen deernbed temp may nOt be cancelled *Mart cancedWiOrn Of the policy to which it rs aM&Osd. Such vlcellaoarn may be effective by de Campari Or the m ure0 givaq thirty (30) days' notice in wntrq to Ve StMe AgeMy. such NIM (30) days' notice to commence to nm Ran the date notice is actually received in de office of the Agency. CounteRgMnd at 388 Market Street,Suite 1300, San Francisco, CA, 94111 ren 30th day of Aug 20 24 IAddressl (Day) (Monte) (Yeanl Imurwoi, Company FileNo. HFM00105-02 Holly Garden (Polity NO) (Authoram Company Represmtati") Type of AuIhonly : TNC Commercial Auto Insurance Binder AIA FAIRMATIC COMMERCIAL AUTO INSURANCE BINDER TIO IIND ER IS A T EMP W ARY IMN2RA12Ct tx21rtRA[T. t{RNECT ro TNF iRYS A11D CONDITION! A10 W N ON TIe EOInA MwaA HA Sx -*y hsurame Company 161 n«Ih Cla-Y 5�,W, 4sn H.:.: GOVySh Technolog,es LLC Ch cago. R. 60601 9100 Acaeemy Pic FAIRMATIC' ph laaelph,a. PA 19.14 NAI !6131 8,Kn Aq , s•.a:gnt Up ha-:vtn s.nr,t.a tic Pel<r N,nanr (see below) A 0-. 20h 50erL H's+te •4310 CwavM S'.a:ela; PA San Fa•tnto, CA 9/105 Pngre Nine- 455149L3200 Eaee,w Dao 09/01/2024 u uoraea 0.0239t a+p"xm Ona 09/01/2025 paaNOon ee onuaeea This Butler z veto for in.rty (30) Days frOM E4ectrve Date lrantpY.atar Netvov Cwpa+y UNCI NRETYRN fOR THE pAVMEMT OF THE PREMUM. N RELIANCE WON 1M STATEMEMTSN TE APPIICATKONS)ANO SUaI TO ALL TME TERMS OF TILE PROPOSAL, W "NEE VWH yOU TO MIONDE TILE ettuR !mice AS STATEDN THE ENDER_ Please complete installation of the 'mobile app" within 30 days to avoid coverage interruption. The insurer which has issued this insurance m not. licensed by the Pennsylvania Insurance DeWinenl and rs subject to limited regulation. This insurance is NOT covered by the Pennsylvan'a Property and Casualty Insurance Guaranty Association. - CRC Group Pf%KY VALUES IS I podw 2 I 3 Poky Numbers UponItto( Payinment NRA010100-01 HFMW105-M Cwe,ap•$ymeel to peutebM lirnlM Fraiitlanaa IIMD IraNurai l.dity;EBl1-W 5000 $ 111255..000000 5$ 1 VJU+nap.nnvai $S$ 5 iannww1M�.teeet AM1bbt:wOtma>aIlC(S>L:;: $ 1000000 ayr•'dN(LNMV1'eP4am+ AWl Rnxs $ I,000,D00 S2sYb peeeunans• 521+b1pmeryent amiA-al iniv'v Cro:nt onw ry,wm: 5 5_ SSYM erlrer peaenrma•SSY br erne CamOra6mvve 5 1.000 A^/=:fo$IM Conon $ 1,000 AN ve tP $1M w.mraerr DUmMc4 Preml.m Mon Av0:100!e s Non.W:tpale S ruby FoMM Smrtrim SD00% 5„rp�auro ru 3-a'w 5 YampMEl«'I lany'r :9 JJ 5 ea .thein s hLmate M!Hee/Po, ty Na:t MFA 4! TOTAL ESTIMATED ANNUAL COST YlMrnwn Ann,W FnMWn MINmuM RMe hr MiN w+,man FxmY P•rmum S,1,1,,i Urw iueyraai Daleb, Lrw'W. 111N Ly i,—P.,., , 1iaSWtOt 01 PaAGit OS01 aMnve.rM Straight Up Insurance Services. 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I] tti3+ IflJb nz--b5 �x 1 W..1 wE-o o a WWw: HFY0010502 KV1=4 OFR005 L tWpm YSYr eum.w,..m. t ,,.._, UYIAY 11,000.000 uiRYUU xG�c O LAA YbLNiOtN6YWlY 61N1W N �irvia W n]iMHI O �.� ., Y aNxPnB+a NW.no-e: LR.tiflE: vtrau oma m.Aur.fw�R. s.rer..� rrar 1r.....YW.M� CEWFiFIGLTE HOLDER C ELLAMM Gryq NOitMW ME V•MBNG BmF.W CA0,770 TIDE QNNBIBX OR•h ElME1EOf. NOTNF EWLL BE OFINEBED W •OCOBOLNCEWTHMEMLAYWDVBdL4 WYPWLPBRM•rvE �1 e twEmu wumu wnmm� imn. AY Insurance Coverage for City of Rosemead GoVysh Technologies LLC (hereafter referred to as "GoVysh") is committed to maintaining the highest standards of safety and reliability in all aspects of our operations. In support of this commitment, GoVysh will ensure that all necessary insurance coverage is procured, maintained, and kept in force throughout the duration of the agreement with City of Rosemead. Comprehensive Coverage Overview GoVysh's insurance policies include the following provisions: • General Liability Coverage: Subcontractors will provide proof of General Liability insurance. • Driver Coverage: Includes contingent liability and uninsured/underinsured motorist coverage. • Passenger Protection: Ensures full coverage for all passengers during the trip. • Vehicle Coverage: Comprehensive and collision insurance for all vehicles used in the service. These coverages are designed to ensure the safety of passengers, vehicles, and all parties involved in GoVysh's operations in City of Rosemead. Insurance Details 1. Commercial General and Umbrella Liability Insurance o GoVysh's subcontractors will maintain Commercial General Liability (CGL) Insurance and, if necessary, Commercial Umbrella Insurance. o GoVysh will be listed as an additional insured on all applicable policies. o Coverage Limits: • Combined single limit: $1,000,000 per occurrence • Aggregate limit: $2,000,000 o Coverage includes liability for bodily injury, property damage, premises operations, independent contractors, personal injury, and advertising injury. 2. Workers' Compensation Insurance ( Open for further discussion) GoVysh's subcontractors will maintain Workers' Compensation insurance to comply with state law, covering any workplace injuries and providing employer liability protection. Coverage Limits: • Employer's Liability: Minimum of $1,000,000 per accident/disease/employee 3. Cyber Liability Insurance o GoVysh will procure and maintain Cyber Liability Insurance to protect against any data breaches or electronic security incidents. o Coverage Limits: • Per occurrence: $5,000,000 o The policy will include an extended reporting period of at least 24 months after contract expiration, in case of claims -made insurance. 4. Commercial Auto Insurance o GoVysh will maintain Commercial Auto Insurance for liabilities arising from the use of vehicles in the performance of services under this contract. Coverage Limits: o Combined single limit: $1,000,000 per accident. o Coverage will extend to all owned, hired, and non -owned vehicles used in the service. Additional Insurance Provisions City of Rosemead will be named as an additional insured on all applicable insurance policies. GoVysh will provide proof of insurance, including endorsements, prior to the commencement of services. Commitment to Safety and Compliance GoVysh is fully dedicated to upholding the highest standards of safety, risk management, and operational reliability. We will ensure that all necessary insurance is in place, offering comprehensive protection for City of Rosemead, GoVysh, subcontractors, and all stakeholders involved in the transportation services provided. Appendix E: Accident Record GoVysh Accident Record and Insurance Assurance GoVysh has maintained an exemplary safety record, with no accidents or claims reported under our operations. Additionally, GoVysh remains in excellent standing with our insurance provider and, we have requested a copy of good standing / no accident record from our insurance provider and will share it promptly once received. ADDendix F: Resume Name: Ani P. Joshua Title: Founder & CEO, GoVysh Technologies LLC Ani P. Joshua aj r ,rxkcom 21 Providence Dr I Richboro I PA 1 18954 I USA tel: 267-196-3093 PROFESSION. -%L SUILMARY ResWts-0ncm Founder and CEO of GoVysh Technologies ILC. ineraging extensive experience in tax compliance and luoxacsal management. Proven leadership in the tidesbare industry. committed to d",irstty. operational excellmm. and umteac partnersh:ps. Strong pMKt maaaeenum and defne "sbi8s, with a keen understandne of key performance indicators; (KM) and perfomnsnce metrics. Expnienced is dexeloping SaaS offerings and whue-label applications to enhance customer experience and service dehvei,, EDI:CATION Temple University. Fox School of Buvaess N&y 2006 Bachelor of Business Adatmiwatioa. Major: Accounting ACTI\TTIES Afember. PICPA October 2009 - Present Member. Accounting Professional Society. \Wch 2003. Present Member. Philadelphia Am and Sprats club November 2000. Present EXPERIENCE GoVSsh Technologies LLC Philadelphia. PA Fotndn and CEO Janury 10.2 - Present • Spearheaded dr launch and growth of Philadelplua's fust local ndeshare cmtpam-. f0m=9 on divffstty and exceptional service delivey. • Dexeloped and in*knwuw anosarixe ride -sharia¢ solutions. including a Fixed Route Loop Ride - Sharing Service for tmderm-ed comrmmities. • Overmw natixe app dexelopmeat for GoVSsh's core tdeshare engine, enhancing functionality and user experience. • Led the dexelopment of SmS applications and white -label wlutions to provide customized rideshare services for busiaesses and partners. • Managed a diverse team fostering collaboration and dn%mg operational exceumce. • Established strategic partnerships with local busmesus to expand marlet presence and customer baa. • Utilized prorect manazeme n niethodilogies w mcaiton project timelines, resource allocation. and deli%wy madeswnes. eawning adherence to M and perfomnaace metrics. Lincoln Financial Group Radnor. PA ,hip. Fax \lac 2019 - Present • >(amaeed tax reporting and compliance for xanom Mutual fads. • Rexiewed and filed tax returns. established tax policies. and mersaw candor mauagemmt. • Updated board members on tax compliance aspects. including service provider perfomtaoce. • Managed wroAilow and delixmy of federal and state returns. ensunmg compliance with tax regulations B\T 3fesoo Asset Semite King of Prassia. PA Tax Manager (lime 2015 m Present) Fund Accounting and Administration • Superxised tm eIy deh%x of RIC fiscal and excise provisions and tax renums_ • Respomiblefor taxable meomr calculation and fiaaacial statemxct disclosures. • Managedchmte 3genmts.en=wgsatisfactionandmentoringteamnumbers. Implemented performance metrics to assess teameffectivrtaess and streamline Processes. Lincoln Financial Group Radnor. PA Sr. Tax Professional (November 2011 to hue 2015) Mutual Funds and Incemmars • Managed vendor mlationnthips and ensured accurate tax compliance for uutual funds. • Responsible for miew and timely film¢ of returns OTHER SKILLS B]Y Mellon Asset Service Mae of Prussia, PA (Pmw.a P.UC Globa!Imwnnerrr Sarvicing) TAX SLPERUISOR (July 2006 to November 2014) TAX GROUP • Prepare, analyze and mea- RIC (Regulated Investment Company) tax provisions. Excise provision. • Prepared and mvienrd RIC tax provivons and state -specific returns. • Tmmed nein analysts and ensured accamry m financial rePorcng. • Leadership & Team Development • Project Management & Delivery • Native App Development • SaaS Development & white -Label Solutions • Tax Compliance & Reporting • Perfomtance Metrics & KPIs • Software Development Oversight Strategic Partnerships Name: Mantak Sharma Title: Co -Founder & CTO, GoVysh Technologies LLC EXPERIENCE Jan 2022- Present Co -Founder & CTO • GoVysh Technologies LLC July 2022 - Present Senior Manager Technology - Product & Solution • Pearson pk May 2010— July 2022 Manager - Product & Technology Solution • Cognizant Technology Solutions, US Nov 2008 — May 2010 Sr. Business Analyst - Product • Arm Syntel INC, US Dec 2008 -Nov 2008 Business Analyst- Comseft Pte Ltd, Singapore EDUCATION Symbiosis Institute of Business Management, Pune, India • Master in Business Administration (MBA) • Major: Information Technology Priyadarshini College of Engineering, Nagpur, India • Bachelor of Engineering(B.E) • Major: Information Technology British Standards Institution (8Sl), UK • ISO 27001 Lead Auditor: Information Security Management System (ISMS) ROLES & RESPONIBILITIES • Engineering and App Development • Technology Integration • Product Integration and Management • Developing Technology Strategy • IT Audit, Governance, Regulatory Compliance • Technology vendor Management REFERENCES Available upon request. Name: Abdolmagid Abood Title: Subcontractor / Vendor for GoVysh Technologies LLC Abdolmagid Abood 212 Red Tailed hank Ln Middletown. Delaware 19'09 (302)- 279-3200 Aya60000— erizon.net Experience Superior Medical Transpotration Wilmington DE Omer 2001-2023 • Owned and operated a specialized medical transportation company contracted with the state of Delaware to provide wheelchair -accessible transportation for elderly and disabled individuals across New Castle County. • Coordinated and executed over 300 trips per week. ensuring timely and safe transport for clients to and from medical appointments, daily emrauds, and other essential activities. • Managed a diverse fleet of wheelchair -accessible vehicles, optimizing usage and ensuring each vehicle met safety and regulatory standards. • Developed and maintained relationships with Delaware state officials, healthcare providers. and local community organizations, fostering trust and facilitating seamless service delivery. • Worked directly with elderly and disabled clients, offering compassionate and respectful service to meet then unique needs, ensuring a high level of client satisfaction and repeat business. • Managed all logistical aspects of the business, including trip scheduling, route planning, and ensuring on-time service delivery. • Directed a team of drivers. providing training, performance evaluations, and fostering a team-onemed culture. • Handled P&L management, ensuring operational profitability through efficient resource management, budgeting, and cost-effective service delivery. • Implemented HR functions, including hiring, employee training, and payroll processing, ensuring a compliant and smoothly running operation. • Business Operations & Strategy-: Expertise in managing and scaling business operations to ensure long-term success. • Logistics R Fleet Management: Proven ability to optimize fleet utilization, manage logistics, and streamline operational workflows. • P&L & Financial Management: Adept at overseeing financial operations. budgeting, and ensuring profitability through effective resource allocation. • Human Resom ces: Skilled in recruitment, performance evaluations. team -building, conflict resolution, and managing payroll and compliance. Name: Fatima Warag Title: Subcontractor / Vendor for GoVysh Technologies LLC Fatima VVaraA 26 w Kayla Marie drive. Newark. Delaware. 19702 (302)- 320.SS83 \tiaaefatinia n ennail.com Experience Superior Medical Transportation Wilmington DE 1In»ager '_016-2022 • Oversee daily operations of The nodical transportation service. hohnding the coordination and optimization of transportation routes for wheelchair and elderly passeuaers. at Manage a team of S drivers. esming they me trained. compliant with company policies. and perfomt their duties in a professional and safe mariner. • Handle all aspects of fleet management. htclmduig ensrrine the vehicles are properly nrauuai ed (e.g.. checking gas levels. tire pressure. pciforniinie routho nnaintmance checks) to guarantee readiness mrd safety. at Monitor and analyze transportation scliedniles. adjusting routes as needed to hnprove efficiency and acconrnodate changes in customer needs. • Collaborate with the customer service team to address concerns. resolve issues. mid ensure customer satisfaction. • Maintain n accurate records of vehicle inspections. maintenance schedules. and driver perfontiance. • Ensure compliance with all local. state. mid federal regtdations concerning medical transportation services. ADAendix G: Lawsuits GoVysh has no lawsuits or administrative proceedings pending against us in Pennsylvania or any other location in which we operate during the past three (3) years. Our records are clear, and there are no legal matters that would interfere with our ability to provide the services outlined in the proposal specifications. Should you require any additional documentation or clarification, please feel free to contact us. • Attachment E HBSSCC Proposal The Fitchburg Consortium Response to: RFP No. 2025-01 MICRO -TRANSIT AND RIDE - HAILING SERVICES Technical and Cost Proposal Prepared for: City of Rosemead 8838 E. Valley Boulevard Rosemead, California 9177o Submitted by: The Fitchburg Consortium: HBSS Connect Corp. 1x75 Westford Street, Suite 304 Lowell, MA 01851 And Management of Transportation Services, Inc. R 1427 Water Street Fitchburg, MA 01420 And Ace Taxi Service, Inc. 1798 E. 55th St. Cleveland, OH 44103-3162 1. PROPOSAL SUMMARY — COVER LETTER February 18, 2025 Ms. Amanda Moreno, Senior Management Analyst City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 Dear Ms. Moreno: On behalf of the Fitchburg Consortium (Consortium of HBSS Connect Corp, Management of Transportation Services Inc. [MTS], and Ace Taxi Service), I am pleased to submit our proposal in response to Request for Proposal Micro - Transit and Ride -Hailing Services RFP (RFP #2025-01) for City of Rosemead, California. HBSS is a corporation established in July 1997 and incorporated in Delaware. The Fitchburg Consortium brings together a team of experienced partners dedicated to enhancing mobility for vulnerable populations, particularly seniors and individuals with disabilities. This proposal aims to provide Rosemead officials with the necessary information to evaluate our suitability for executing the project, as well as to understand our dedication to our partners and the communities we serve. Moreover, we will showcase our extensive experience in the transportation sector, emphasizing our current provision of transit and demand response services to transportation agencies of a similar scale and how our solutions have been effectively utilized by Fitchburg Consortium to enhance operational efficiencies and reduce costs. As outlined in the RFP, we are prepared to meet the operational demands of Rosemead, ensuring that all services are delivered effectively and efficiently in Rosemead, CA. Our implementation plan includes a comprehensive mobilization schedule that details the resources necessary for uninterrupted service from the start date. We are committed to maintaining a consistent management team throughout the contract to ensure seamless operations and adaptability to changing conditions. The Fitchburg Consortium is well-prepared to oversee personnel availability, schedule adherence, and operational issues while collaborating closely with Rosemead officials on policies and procedures. We will recommend operational improvements as needed to enhance service delivery continually. We are eager to discuss our proposal further and explore how our transportation management solutions can best serve the needs of Agency. Should you require further information or wish to arrange a detailed presentation or demonstration of our proposed solutions, please do not hesitate to contact me at 617-480-7871 or via email at Jack0-igrN de.com. Correspondence may also be sent to the HBSS office at 1075 Westford Street, Suite 304, Lowell, MA 01851. On behalf of the Fitchburg Consortium, I affirm that I am authorized to bind The Fitchburg Consortium to all contractual terms and conditions presented in this proposal. By signing this letter, I also certify that all the information provided herein is true and accurate. We look forward to the opportunity to contribute our expertise and commitment to excellence in service provision for City of Rosemead. Thank you for considering our proposal. Sincerely, Mr. Jack Kelly Director, RFP Sales — HBSS Connect Corp. Fitchburg Consortium © Fitchburg Consort Confidential and Proprietary � 2025 2. TABLE OF CONTENTS 3. Profile of the company..............................................................................................................................................3 3.1 Fitchburg Consortium-HBSS Connect Corp: .................................................................................................. 3 PastExperiences.......................................................................................................................................................4 3.2 Fitchburg Consortium- Management of Transportation Services Inc. (MTS): ............................................... 4 3.3 Fitchburg Consortium- Ace Taxi: .................................................................................................................... 5 AceTaxi Services: .................................................................................................................................................... 5 4. Experience.................................................................................................................................................................6 4.1 HBSS Similar Programs ..................................................................................................................................7 4.2 MTS Similar Programs....................................................................................................................................7 4.3 Ace Taxi Similar Programs............................................................................................................................. 8 5. Proposed Service model............................................................................................................................................8 5.1 Detailed Description........................................................................................................................................8 Comprehensive Service Integration..........................................................................................................................9 5.2 Technology Solutions: SOFTWARE Features & Functionality ....................................................................10 5.3 Fleet and Vehicles.........................................................................................................................................16 VehicleOperator.....................................................................................................................................................17 5.4 Service hours and Operations........................................................................................................................19 5.5 Safety and Accessibility ................................................................................................................................19 SafetyProtocol........................................................................................................................................................19 Management Tools, Procedures and Practices........................................................................................................21 5.6 Customer Service...........................................................................................................................................23 TechnicalSupport ...................................................................................................................................................23 5.7 Staffing, Recruitment and Training plans......................................................................................................24 StaffingPlan: .......................................................................................................................................................... 24 RecruitmentPlan .....................................................................................................................................................25 TrainingPlan: .......................................................................................................................................................... 26 5.8 Data analytics and Reporting.........................................................................................................................27 StandardReports.....................................................................................................................................................27 ReportingDashboard..............................................................................................................................................28 Abilityto Create Own Reports................................................................................................................................31 5.9 Marketing and outreach...............................:.................................................................................................32 Marketingstrategies................................................................................................................................................32 PromotionalActivities............................................................................................................................................33 Success of Marketing Efforts..................................................................................................................................34 5.10 Transition plan and timeline..........................................................................................................................34 ProjectSchedule......................................................................................................................................................34 Integration with Transportation Network Companies (TNCs)...............................................................................36 6. Proposal Costs Sheet and Rates..............................................................................................................................37 0 Fitchburg Consort Confidential and Proprietary 12025 2. 3. PROFILE OF THE COMPANY 3.1 FITCHBURG CONSORTIUM-HBSS CONNECT CORP: HBSS Connect Corp. is a transportation solutions provider. Its QRyde technology has been used and lauded by transit agencies, transportation providers, on -demand microtransit and foxed route transportation systems over the past 26 years. Launched in 2015, QRyde Cloud provides on -demand microtransit, dial -a -ride, demand -response, ADA paratransit, NEMT brokerage, shared -ride, deviated fixed -route, regional coordination, fixed route, and volunteer transportation management, all on one platform, without requiring integration between different software modules. HBSS is uniquely qualified to deliver success. Over the past several years, the company has deployed dozens of large systems across the United States while simultaneously maintaining a reputation for service and excellence. Our core software has scheduled, tracked, and reported on over 100 -million trips, and has helped agencies and providers across the United States. HBSS' experience includes working with state-wide organizations such as the Departments of Transportation, Health and Human Services, Developmental Services and Public Health, and School Districts. HBSS resolves the unique challenges that diverse types of demographics serviced by these departments pose for the transportation industry, and excels at responding to these differences with efficient, customized solutions. QRyde Project Sites across States Over 700 transportation companies have used our web -based solutions throughout the United States for trip management, routing, billing, tracking, complaint management, and reports. The company currently manages and maintains more than 100,000 trips daily for customers with disabilities, seniors, veterans, Medicaid, and Medicare recipients, students, children with special education needs, people with behavioral and mental health issues, and the general public in large urban, suburban, and rural areas. QRyde Cloud and its predecessor ITMS are used by organizations in the transportation industry to meet the objectives listed in this RFP. Dr. Himanshu Bhatnagar, HBSS founder and CEO, has pioneered Brokered Transportation Technology powering large call centers across the country managing coordinated transportation for varied government departments. HBSS and its partner agencies have numerous thought leaders, known and respected throughout the transportation industry. Our leaders are prominent subject matter experts with in-depth knowledge and industry experience recognized by national organizations such as the Community Transportation Association of America (CTAA). For example, in 2015, Dr. Bhatnagar was recognized as one of 15 "Transportation Innovators" by the CTAA. HBSS clients have also been the recipients of awards for services rendered. This includes the 2015 Federal Transit 0 Fitchburg Consort Confidential and Proprietary 12025 3. `QRyde Family YY. MxI.. YNynfµ.Y,iNYK Y./ib i:wlLONw 1Me. Y1 .niy Yyyx Cpnl, IW11. WYNNy pOI.M INY.rYr fNw.Y+ YNaw..a l..vrY r,oY M MYe.YMW Mavlry.W Ngi.npm NNk D..n CM.M1.IT •. r. Tr.rxWMN^ENNN:mN OYYw. YNNWe^Csnix. CK01 Nryq..N Y"x x' cNNr.Yw.w rrr.EExoY. x.neoi. r. COY CM.y.R':I r: xrPYCY.K MYqu.YYw FNY W.iTW.W M1EN./Y I1Ytl rrwLia �YTrw:Y Wxmly,W RY.ExIwxEM1p.Y nrY.uioy. wx,. o.YNN.uvrW NE....cYYrr,.YE wva. YYo.o comr. a EYw 4W.M1YgYx. W PV,p. di xEx YYr. Yl x[x YaY cm.xr rxYn oNm. Ewn.YWxY M.W.KYIIx r,..E coop N rrnx EriO:oE., o.mwu..yo-W.: xr nxE. �n. r. r:oYNWN MYNIry.W AO.aW W, 0115,n...q.1 rYr. Vr INMiNI.Fx '�� O..Yr MYAr. T.u�xm VLMI. YN Mx Il.yyrW ,�.mx.Nbry IYx,x.,W xwr w, PYY.Y. cr- v.aYgl, xi 16Yrwal QRyde Project Sites across States Over 700 transportation companies have used our web -based solutions throughout the United States for trip management, routing, billing, tracking, complaint management, and reports. The company currently manages and maintains more than 100,000 trips daily for customers with disabilities, seniors, veterans, Medicaid, and Medicare recipients, students, children with special education needs, people with behavioral and mental health issues, and the general public in large urban, suburban, and rural areas. QRyde Cloud and its predecessor ITMS are used by organizations in the transportation industry to meet the objectives listed in this RFP. Dr. Himanshu Bhatnagar, HBSS founder and CEO, has pioneered Brokered Transportation Technology powering large call centers across the country managing coordinated transportation for varied government departments. HBSS and its partner agencies have numerous thought leaders, known and respected throughout the transportation industry. Our leaders are prominent subject matter experts with in-depth knowledge and industry experience recognized by national organizations such as the Community Transportation Association of America (CTAA). For example, in 2015, Dr. Bhatnagar was recognized as one of 15 "Transportation Innovators" by the CTAA. HBSS clients have also been the recipients of awards for services rendered. This includes the 2015 Federal Transit 0 Fitchburg Consort Confidential and Proprietary 12025 3. Administration (FTA) Region 1 Award for Best Software Innovation presented to the Montachusett Regional Transit Authority (MART) which used software technologies developed by HBSS. Our core software has scheduled, tracked, and reported on over 100 -million trips, and has helped agencies and providers across the country. HBSS 'experience includes working with statewide organizations such as the Departments of Transportation, Health and Human Services, Developmental Services, and Public Health as well as School Districts. HBSS resolves the unique challenges that different types of demographics serviced by these departments pose for the transportation industry, and excels at responding to these differences with efficient, customized solutions. HBSS Connect Corp. is able to meet all Federal Grant Requirements. For many years, HBSS has assisted, been involved in, and successfully completed several U.S. Department of Transportation (USDOT) and Federal Transit Administration (FTA) Grant programs including the Innovative Coordinated Access and Mobility (ICAM) program; the Areas of Persistent Poverty Program (AoPP); HOPE grant; AIM grant and the Grants for Buses and Bus Facilities Competitive program. HBSS has always adhered to and met the obligations required to participate in such U.S. Government grant opportunities. PAST EXPERIENCES HBSS has a comprehensive, professional understanding of how to develop scalable and replicable systems. The company handles large Web -based portal development and deployment projects, including: • Worcester Senior Centre provides healthy aging by offering a wide range of programs and services focused on health and wellness, fitness, education, arts, recreation, advocacy, and human services. HBSS offers pre -scheduled, free rides for senior residents of Worcester to and from the Senior Center. Additionally, HBSS designs routes to ensure that seniors spend no more than 45 minutes in transit. The transportation vehicles are provided by HBSS partner, Red Cab. • Penn Highlands Healthcare and North Central Pennsylvania Regional Planning and Development Commission piloted a project to test offering `premier health care' service with a personal touch, no matter where one lives in the region by implementing a dedicated community-based model-QRyde. With over 90 health care facilities in the region, residents have a limited transportation option. 20% of the residents in the region are below the poverty level. • State-wide Paratransit scheduling and dispatching system for Mississippi serving 64 counties, processing 30,000 trips with the capability to expand to 100,000 trips on a single system. Over $3M development effort. • Tri -Valley Transit (TVT), Vermont awarded HBSS the Paratransit Scheduling and Dispatch Software to ease operations of the state-wide system in the state of Vermont. • State-wide Paratransit scheduling and dispatching Software as a Service (SaaS) system for Georgia serving 80 counties, processing 30,000 trips with the capability to expand to 100,000 trips on a single system. Over $2million development effort. • Dallas Area Regional Transit's MyRideNorthTexas transportation portal to serve 16 county regions, utilizing 400+ transportation providers, serving a population of 7 million people. Over $1.2 million development effort. 3.2 FITCHBURG CONSORTIUM- MANAGEMENT OF TRANSPORTATION SERVICES INC. (MTS): ......................................................................................................................................................................................... MTS Vision is: "Since 1888 we are serving the transportation needs of communities in and around Fitchburg, with the objective to provide highest quality transportation services to the community. " MTS prides itself on longevity where most employees have been with the company for decades. Partnering with HBSS Connect Corp., MTS is revolutionizing its operations to adapt to modern day management best practices leveraging technology to drive solutions. MTS continues to provide outstanding transit services, more than 80 ADA routes and 1,500 passengers, 20 fixed routes, fleet management of 177 vans and buses, compliant with 3 distinct CBAs, staff management of over 100 individuals, spread across 3 garages covering 600 square miles. MTS enforces strict safety guidelines which are emphasized during the 2 -week on boarding and training period. Drivers are trained and certified in defensive driving techniques with a standard annual renewal. Safety and security events are documented, and the appropriate solution is applied after each event including fleet repair, driver retraining or discipline, and partnership with town officials to redesign roads, making them safer for vehicles. MTS will underscore the importance of these guidelines and requirements by creating a Safety Director position responsible for driver training 0 Fitchburg Consort Confidential and Proprietary 12025 4. and policy upgrades and identifying new automation techniques to upgrade the safety of drivers, customers, and community members. MTS is committed to continuous improvement and seeks to reduce safety infractions each year by implementing preventative processes as well as by recording and tracking violations to learn from and mitigate future events. The most important stats to gauge performance of MTS are: • OTP • Efficiency (trips/ hr.) • Less Missed trips • Less Excessive long trips 3.3 FITCHBURG CONSORTIUM- ACE TAXI: Back in 1997 things clicked for Bhupendra "Robert" Bavishi due to a slight airport inconvenience. Namely, a flight out of Hopkins International Airport was canceled and travelers required to stay overnight in Cleveland, Ohio. The next day, an astounding shortage of cabs shocked the travelers who attempted to make their way back to the airport, and — for Robert — that meant only one thing: Set up a company that'll ALWAYS meet its clients' demands. And he did. Ace Taxi Service, Inc. is your trusted transportation partner in Northeast Ohio, offering a comprehensive range of services to meet all your travel needs. From local INC services and traditional taxis to executive sedans, SUV transportation, charter services, non -emergency medical transportation (NEMT), school transportation, and more, we provide reliable, safe, and efficient transportation solutions. ACE TAXI SERVICES: • Local TNC (Transportation Network Company): Experience the convenience of our local TNC services, providing modem and efficient transportation solutions for the vibrant communities of Northeast Ohio. • Taxi Services: Our traditional taxi services offer prompt and reliable point-to-point transportation throughout Northeast Ohio, including Cuyahoga County and surrounding areas. Trust us for safe and efficient rides whenever you need them. • Executive Sedan and SUV Transportation: Elevate your travel experience with our executive sedan and SUV services. Whether you're a business professional or seeking a touch of luxury, our fleet ensures a sophisticated and comfortable journey. • Charter Services: Planning a group outing or event? Our charter services cater to your specific needs, providing reliable and comfortable transportation for groups of any size. • NEMT (Non -Emergency Medical Transportation): Ace Taxi Service, Inc. understands the importance of reliable medical transportation. Our NEMT services are designed to provide comfort and care for individuals with specific medical needs. • School Transportation Services: Safety first! Trust Ace Taxi Service for dependable and safe school transportation services, serving schools and families throughout Northeast Ohio. • Airport Transportation and Transfer: Make your travel stress -free with our efficient airport transportation services. We offer timely pickups and drop-offs at major airports, including Cleveland Hopkins International Airport (CLE), Burke Lakefront Airport (BKL), Akron -Canton Airport (CAK), John Glenn International Airport (CMH), and Rickenbacker International Airport (LCK). • Shuttle Services: Our shuttle services are a cost-effective solution for group travel or events. Sit back and relax as we handle your transportation needs throughout Northeast Ohio. 0 Fitchburg Consort Confidential and Proprietary 12025 5. January February March April May June July August September OTP 90.6% 89.4% 90.4% 89.4% 90.2% 91.0% 91.6% 90.9% 91.6% Efficiency (trips/ hr) 2.36 2.43 2.49 2.50 2.45 2.43 2.35 2.45 2.40 missed trips 0.07% 0.08% 0.00% 0.04% 0.03% 0.08% 0.00% 0.00% 0.25% excessive long trips 0.55% 1.49% 1.04% 0.98% 0.92% 0.95% 0.87% 3.3 FITCHBURG CONSORTIUM- ACE TAXI: Back in 1997 things clicked for Bhupendra "Robert" Bavishi due to a slight airport inconvenience. Namely, a flight out of Hopkins International Airport was canceled and travelers required to stay overnight in Cleveland, Ohio. The next day, an astounding shortage of cabs shocked the travelers who attempted to make their way back to the airport, and — for Robert — that meant only one thing: Set up a company that'll ALWAYS meet its clients' demands. And he did. Ace Taxi Service, Inc. is your trusted transportation partner in Northeast Ohio, offering a comprehensive range of services to meet all your travel needs. From local INC services and traditional taxis to executive sedans, SUV transportation, charter services, non -emergency medical transportation (NEMT), school transportation, and more, we provide reliable, safe, and efficient transportation solutions. ACE TAXI SERVICES: • Local TNC (Transportation Network Company): Experience the convenience of our local TNC services, providing modem and efficient transportation solutions for the vibrant communities of Northeast Ohio. • Taxi Services: Our traditional taxi services offer prompt and reliable point-to-point transportation throughout Northeast Ohio, including Cuyahoga County and surrounding areas. Trust us for safe and efficient rides whenever you need them. • Executive Sedan and SUV Transportation: Elevate your travel experience with our executive sedan and SUV services. Whether you're a business professional or seeking a touch of luxury, our fleet ensures a sophisticated and comfortable journey. • Charter Services: Planning a group outing or event? Our charter services cater to your specific needs, providing reliable and comfortable transportation for groups of any size. • NEMT (Non -Emergency Medical Transportation): Ace Taxi Service, Inc. understands the importance of reliable medical transportation. Our NEMT services are designed to provide comfort and care for individuals with specific medical needs. • School Transportation Services: Safety first! Trust Ace Taxi Service for dependable and safe school transportation services, serving schools and families throughout Northeast Ohio. • Airport Transportation and Transfer: Make your travel stress -free with our efficient airport transportation services. We offer timely pickups and drop-offs at major airports, including Cleveland Hopkins International Airport (CLE), Burke Lakefront Airport (BKL), Akron -Canton Airport (CAK), John Glenn International Airport (CMH), and Rickenbacker International Airport (LCK). • Shuttle Services: Our shuttle services are a cost-effective solution for group travel or events. Sit back and relax as we handle your transportation needs throughout Northeast Ohio. 0 Fitchburg Consort Confidential and Proprietary 12025 5. 4. EXPERIENCE The Fitchburg Consortium is a collaborative initiative that leverages the strengths of three key partners: HBSS Connect Corp., Management of Transportation Services Inc. (MTS), and Ace Taxi. Each partner plays a vital role in enhancing transportation services in the Fitchburg area. HBSS Connect Corp. will serve as the technology partner, utilizing its advanced QRyde platform to streamline transportation management. With over 26 years of experience, HBSS has developed solutions for various transportation needs, including demand response, ADA paratransit, and microtransit. The QRyde Cloud platform allows for comprehensive management without requiring integration between different software modules, significantly improving operational efficiency. MTS will manage the overall operations, ensuring that the transportation services are delivered effectively and efficiently. MTS has a long-standing reputation for providing high-quality transit services and will oversee the execution of daily operations, staff management, and adherence to safety guidelines. Ace Taxi will handle the management of vehicles, drivers, and ground operations. With extensive experience in taxi services and digital dispatching, Ace Taxi brings valuable expertise in managing This consortium aims to revolutionize transportation services in California by combining state-of-the-art technology with robust operational management and local expertise. By working together, HBSS Connect Corp., MTS, and Ace Taxi are committed to delivering high- quality, accessible transportation solutions that meet the diverse needs of the community while promoting safety and efficiency. The Fitchburg Consortium, comprising Management of Transportation Services Inc. (MTS), Ace Taxi, and HBSS Connect Corp., brings together a wealth of experience and expertise in transportation management, ensuring high- quality service delivery tailored to the needs of the community. Management of Transportation Services Inc. (MTS): MTS has been a cornerstone of transportation in Fitchburg since 1888, providing reliable transit solutions across the region. With a fleet of over 177 vans and buses, MTS operates more than 80 ADA routes, serving approximately 1,500 passengers daily. Key Collaborations: • Fitchburg Public Schools: Partnered to provide safe and efficient transportation for students, ensuring accessibility and reliability. • Montachusett Regional Transit Authority (MART): Collaborated on demand -response transportation systems that serve a significant portion of Massachusetts, managing logistics to ensure timely service delivery. • Council on Aging (COA): Facilitated transportation services for seniors, enhancing access to essential services and social activities. • MART DDS Program: Involved in providing specialized transportation services tailored to individuals with disabilities. Moreover, MTS is experienced in rigorous training programs for drivers and adherence to strict guidelines, reflecting their dedication to providing secure and reliable services. Ace Taxi: Founded in 1997, Ace Taxi is a leading transportation provider in Greater Cleveland, known for its diverse offerings and commitment to customer satisfaction. The company operates a fleet of over 150 vehicles, specializing in taxi services, non -emergency medical transportation (NEMT), and courier services. Extensive Experience: • Cleveland Regional Transit Authority: Contracted for supplemental parat ansit support, managing a portion of the mainline paratransit minibus service and handling night work and dispatching for the Cleveland ADA paratransit service. • Medical Transportation Contracts: Partnered with Medicaid brokers such as TMS and LogistiCare to provide shared ride transportation services for Lorain County and Cuyahoga County. • Cleveland Hopkins International Airport: Operates as the primary concessionaire for taxicab service at the airport, ensuring timely pickups and drop-offs for travelers. HBSS Connect Corp. is a recognized leader in transportation technology solutions, specializing in scalable systems that enhance transit operations. Their flagship product, the QRyde platform, has been deployed across numerous transit agencies nationwide. C Fitchburg Consort Confidential and Proprietary 12025 6 Extensive Experience: • Montachusett Regional Transit Authority: Developed a demand -response brokered transportation system serving 75% of Massachusetts, utilizing over 250 transportation providers to deliver 20,000 trips per day for over 400,000 citizens under eight human services transportation programs. This project represented an investment of over $10 million. • Penn Highlands Healthcare Project: Piloted a community-based model using QRyde to connect residents with over 90 healthcare facilities, addressing limited transportation options for residents below the poverty level. • Mississippi Paratransit System: Implemented a statewide scheduling and dispatching system serving all 64 counties, processing up to 30,000 trips daily with capabilities to expand to 100,000 trips. This project involved over $3 million in development efforts. • Georgia Paratransit System: Developed a Software as a Service (SaaS) system serving 80 counties, processing up to 30,000 trips daily with expansion potential. This project had an investment of over $2 million. • Dallas Area Regional Transit's MyRideNorthTexas Portal: Created transportation portal serving a population of 7 million across 16 counties with 400+ transportation providers, an investment of over $1.2 million. • Collaborative Partnerships: HBSS partners with state governments and transit agencies, including Georgia DOT and Mississippi DOT, ensuring their solutions meet community needs and adhere to federal grant requirements. 4.1 HBSS SIMILAR PROGRAMS ....................................................................................................................................................................... (i) EZRide Name: Mr. Avnish Gupta Telephone Number: 201-9394242 laceEext.11 Wood -Ridge, 18 Oride° Mailing Address: 144 Park Place East Wood -Ridge, New Jersey 07075 E -Mail Address: agupta@ezride.org. Contract Since: 2021 -Ongoing Fee: $15K plus $1.00 per ride (-15K rides per month) Scope of Work: Meadowlands Transportation Brokerage Corporation, DBA EZRide Workforce Transportation Using TNCs (Lyft and Uber): EZRide, NJ has implemented a statewide service for integrating Lyft and Uber plus transit (in future) for providing a MaaS service for its citizens on QRyde Cloud platform. This service specializes in subsidized workforce transportation, wherein several employers of the region subsidize the rides for their employees on TNCs. Additionally, they are also contracted by various counties to provide rides for citizens on TNCs, wherein they discount the rides up to a specific percentage or dollar -value. QRyde platform is used to manage the entire project. (ii) Worcester, MA Senior Center Transportation Contact Person: Amy Vogel Waters Mailing Address: 128 Providence Street Worcester, MA 01604 Telephone Number: 508-799-1232 X 48013 E -Mail Address: WatersAaworcesterma.gov Fee: $25K Scope of Work: The Worcester Senior Center fosters healthy aging by offering a wide range of programs and services focused on health and wellness, fitness, education, arts, recreation, advocacy, and human services. HBSS offers pre - scheduled, free rides for senior residents of Worcester to and from the Senior Center. Additionally, HBSS designs routes to ensure that seniors spend no more than 45 minutes in transit. The transportation vehicles are provided by HBSS partner, Red Cab. 4.2 MTS SIMILAR PROGRAMS (iii) Montachusett Regional Transit Authority (MART) Name: James R. Sluss Telephone Number:: 978-665-2268 Mailing Address: R 1427 Water Street, Fitchburg, MA 01420 E -Mail Address: James.Sluss@mrta.us Contract Since: October 2021 -Ongoing Fee: $9M MONTACHUSETT REGIONAL TRANSIT AUTHORITY 0 Fitchburg Consort Confidential and Proprietary 12025 7. Scope of Work: The Montachusett Regional Transit Authority (MART) is a non-profit regional transit authority providing public transportation primarily outside of the Greater Boston area. Montachusett Regional Transit Authority is a $132 million a year operation that provides public transportation to 18 north -central Massachusetts communities. The HBSS brokerage management portal for MART helped them easily grow from 12 to 300+ transportation contractors, without having to redesign or re -procure the system. It also allowed them to add multiple different payment formats and periods based on contract types. It embodies flexible implementation of complex cost allocation methods and payment systems including mileage, hourly, bucket rates, and others. MART has implemented a Micro -transit model in the City of Fitchburg. The solution allows MART to operate and schedule Non- Emergency Medical Transportation trips with workforce trips and allows on -demand trip requests via the web portal or the app. 4.3 ACE TAXI SIMILAR PROGRAMS (iv) Medina County Public Transit Name: Shannon Rhine Telephone Number: 330-764-8102 Mailing Address: 6094 Wedgewood Rd. Medina, Oh. 44256 E -Mail Address: Brine@ohiomedinaco.org Contract Since: 2014 Fee: $ 330,000 Scope of Work: Provide supplemental services for after hours and Saturday and Sunday trips, long distance trips, and trips at various other times when demand or capacity constraints prevent efficient scheduling of these trips on MCPT service. (v) Access 2 Care Name: Heidi Everly Telephone Number: 330-844-4791 Mailing Address: 7509 South Fwy, Houston, Tx. 77021 E -Mail Address: Heidi.everly@gmr.net Contract Since: 2018 Fee: $100,000 Scope of Work: Provide Non -Emergency Medical Transportation(NEMT) service to various qualified members including women, children and seniors. Next day and same day transportation services. (vi) Northcoast Behavioral Centers Name: Raymond Jenkins Telephone Number: 330-467-7131 ext 2302 Mailing Address: 1756 Sagamore Rd. Northfield, Ohio 44067 E -Mail Address: raymond.jenkins@mha.ohio.gov Contract Since: 2018 Fee: $ 50,000 Scope of Work: Provide same day and next day transportation for all facility patients discharges. 5. PROPOSED SERVICE MODEL 5.1 DETAILED DESCRIPTION Holistic Transportation Solution: The proposed transportation system will be anchored by the advanced QRyde platform developed by HBSS Connect Corp. This cloud -based solution facilitates seamless integration across various transportation services, ensuring that users can plan, schedule, and complete their journeys without having to navigate multiple systems. QRyde's unique ability to manage operations without requiring integration between different software modules simplifies the coordination of services, thereby enhancing operational efficiency. This platform will serve as the backbone of the transportation network, enabling real-time communication and coordination between dispatch centers, drivers, and end-users. © Fitchburg Consort Confidential and Proprietary 12025 8. COMPREHENSIVE SERVICE INTEGRATION On -Demand Curb -to -Curb Rides: The Consortium will provide a flexible and responsive on -demand curb -to -curb ride service using Transportation Network Companies (TNCs) like Lyf[ and Uber, coordinated through QRyde's community portal. Riders can book trips for same-day or scheduled services within the designated service area, enhancing accessibility for those needing immediate transportation. The QRyde platform will streamline the booking process by acting as a single, unified system that accepts payments across multiple service providers. Whether riders utilize a TNC service or other transportation options, they can make a single payment covering their entire trip, including multi -modal journeys. This simplifies the process, particularly for users who rely on various forms of transport. Travel Training and Mobility Management: The Consortium will also promote independence and mobility among seniors and individuals with disabilities through comprehensive travel training. Mobility management workshops and real-world training sessions will be conducted to educate participants on using different public transport options, including accessing AC Transit and BART, obtaining Clipper cards, enrolling in paratransit services, and understanding travel safety. These sessions will be facilitated by experienced trainers, ensuring that users are comfortable and confident when navigating public transportation. This approach will encourage greater usage of available transit options, reducing reliance on more resource -intensive services and promoting self-sufficiency among users. Driver Screening, Training, and Vehicle Management: The Consortium places a strong emphasis on safety, reliability, and professionalism in its services. As such, stringent protocols are in place for driver screening, training, and vehicle management: • Driver Checks and Hiring Processes: All drivers undergo a thorough background check, including verification of driving history, criminal records, and health assessments. Only those who meet stringent safety and reliability standards are considered for employment. Further, drivers receive specialized training tailored to the needs of the service they will be providing, including customer service for individuals with disabilities, emergency procedures, and safe driving practices. • Continuous Training: Ongoing training ensures that drivers remain updated on best practices, new technologies, and changing community needs. Specialized training is provided for drivers handling vehicles equipped for individuals with dementia and other disabilities, focusing on safe handling, sensitivity, and effective communication. Vehicle Maintenance and Management: Ace Taxi will oversee vehicle operations, including regular maintenance checks to ensure fleet reliability and safety. QRyde's platform will help track vehicle status, maintenance schedules, and real-time availability. The use of GPS and telematics will allow monitoring of vehicle performance, route optimization, and fuel efficiency, leading to cost savings and reduced emissions. This comprehensive vehicle management approach ensures the fleet remains in peak condition, enhancing service dependability. System Capabilities and Innovations: The QRyde platform offers cutting-edge technology designed to improve user experience, operational efficiency, and scalability: Integrated Payment Processing: QRyde enables users to make a single payment for services that might involve multiple transportation providers, eliminating the need to manage separate payments for each leg of a trip. This is particularly beneficial for users requiring complex, multi -modal journeys, such as those that combine paratransit with regular transit services. User -Friendly Web and Mobile Applications: Built with "pure" HTML web tools, QRyde provides a clean, intuitive interface that simplifies user interactions. This streamlined design reduces training times for staff and users alike, leading to quicker adoption and smoother implementation. Efficient Resource Utilization: QRyde's ability to coordinate across different types of services allows for flexible allocation of vehicles and staff, optimizing resource use. For example, vehicles used for meal deliveries can also be deployed for transportation services, ensuring maximum productivity without compromising service quality. C Fitchburg Consort Confidential and Proprietary 12025 9 Data -Driven Insights: The platform continuously collects data that can be used to analyze trends, optimize service routes, and predict demand. This feature will help MTS refine operations over time, ensuring that the transportation network adapts to changing community needs. The Fitchburg Consortium's approach is built on a commitment to delivering exceptional service quality, safety, and reliability. By harnessing the latest in cloud -based technology, robust operational practices, and expertise, the Consortium aims to transform the transportation landscape. Every element of the service—from on -demand rides to meal deliveries—will be executed with the community's best interests in mind, ensuring that all residents, especially those with unique transportation needs, have access to reliable, affordable, and dignified transportation options. 5.2 TECHNOLOGY SOLUTIONS: SOFTWARE FEATURES & FUNCTIONALITY (1) Fully automated Dispatching, Scheduling and Reservation system The system has the capability to perform fully automated scheduling, either in batch mode or for individual trips. The system provides dispatchers with web -based tools to proactively manage OTP, no-shows, cancellations, subscriptions, and late trips. The system also automatically sends updates of the dispatched trips to the MDTs. The web -based tools provided allow managers/supervisors to monitor driver performance in real time. It also optimizes same day trip orders with advance trip orders and automatically sends updates to the MDTs. The scheduling process is completely automated and has a proven capability to function without a scheduling position initiating the scheduling. The automated scheduling process continuously runs to improve schedules based on real-time operating factors such as cancellations, no-shows, vehicles positions, driver performance, etc. (ii) Global Scheduling Engine As noted earlier, QRyde's Global Scheduling Engine (GSE) operates like the Airline Sabre reservation system. In these operations, existing routes are encoded, and new ride matching requests are algorithmically placed in the route where it is the best fit, meets all constraints, and there is available capacity. If the ride cannot be placed on an existing route, it is put on a new route. Automated Scheduling using GSE The business strategy behind this approach is similar to Sabre -like systems involving massive optimization by asset sharing. For example, if you must travel from A to B at time T, and if a vehicle has an available seat to take you there, then what is the incremental cost? If this can be determined quickly, then planned and unplanned travel can become economical and transportation providers will be able to maximize the utilization of their vehicles. 0 Fitchburg Consort Confidential and Proprietary 12025 10. Like airline reservation systems, the routes of all the drivers and third -party transportation providers must be encoded in the scheduling system for today and all future dates. So, when time a trip is booked for any date or time (of course with some reasonableness), a ride assignment can be found. ht addition, if at a future date there is a modification due to resource issue or a client's changed plans, the information is communicated instantly. The biggest benefit is massive utilization of available capacity that exists in daily commutes. The continuously running GSE will respond immediately to any ride request in the most suitable way. GSE simplifies dispatching by creating optimized routes and enables fully automated scheduling. As additional trips are added throughout the day AskSAMTM' (Find Best Route) can make recommendations for dispatchers. The system can optimize same -day -trip orders with advance trip orders and automatically send updates to the MDTs. In the auto pilot mode, the scheduling process provides continuous automation without requiring human intervention. Using QRyde/ePADTb drivers will have the same tablet -based manifest used by Dial -a -Ride. As trips are added and cancelled, drivers see color coded updates. Drivers have the option of using turn -by -tum directions between stops (with optional automatic screen dimming to reduce distracted driving). The tablets also provide real-time GPS vehicle location information so dispatchers and customers know where the vehicle is and when it will arrive. Depending on your needs, the ePADTM Driver App will also collect trip fares and track ride demographics. Simultaneous Automated Trip Schedule and Dispatch QRyde Dispatch 360 is a sophisticated web -based GUI route management module allowing dispatchers to effectively manage the routes and determine the location of any vehicle in service. Interactive Voice Response (IVR) is integrated at both the driver and dispatch levels, simplifying communication to improve customer experience, and limiting interaction between riders and drivers. AskSAMTM is the Intelligent Agent system within Dispatch360 that assists dispatchers in searching for best solutions to new and late trips as well as handling will calls and re -optimizing existing routes. It uses real-time data from the cache and uses algorithms to determine the best options available. Once the solution is selected, the system automatically informs the drivers and clients via its notification engine. Dispatchers can also optionally use the Dispatch360TM software to manually modify the manifests and once completed QRyde automatically notifies drivers and clients. QRyde also provides real-time information to manage vehicle fleets whether they are on fixed shuttle routes, charters, in the yard, or on special on -demand events. The GUI real-time dispatch screen clearly displays the status (with color coding). 0 Fitchburg Consort Confidential and Proprietary 12025 11. QRyde Dispatch360 on an Ultra -Wide Screen QRyde Dispatch integrates via APIs and bridges to the GSE QRyde Real Time Dispatch (RTD) module for vehicle tracking and communicating with drivers through text and voice. QRyde offers a sophisticated web -based Graphical Route Management capability that can be utilized by a dispatcher to effectively manage the route and determine the location of any vehicle in service. RTD incorporates messaging capabilities between dispatch and drivers while keeping a log of specific events such as when the driver loaded the manifest or when they exited the application with unperformed stops. It also shows in assorted colours if the vehicles are off -route, off- schedule, in no -stop zones, or in other areas they may not be allowed to go. A predictive estimator of arrival times at the designated stops is built upon a linear regression -based algorithm that learns to predict arrival times based on history, current average speed, and soon with an interface with Google traffic data to factor in traffic congestions. The graphical representation of vehicles is through icons that can be colour coded to represent various aspects including a) route colour, b) late/early bus, c) bus with an issue, and d) type of bus. The size of icon will indicate whether it is a big bus, a van, or a sedan. The displayable information for icons is accessed by tapping or clicking on them and includes Vehicle ID, Driver ID, Route#, Run#, Directional Status, Arrival Time, Departure Time, and Date and Time of last GPS update. It can also carry last stop and next stop information (especially for long haul routes). QRyde Cannott Resolve is Notifies concerned posts a Message to Drivers Dispatcher AskSAM'" Notify Client A QRvde Smart Agent Dispatcher Updates QRyde Reviews and Solves the problem Working of QRyde Auto Dispatch RTD allows dispatchers to mark late cancellation (cancellation on arrival), cancels, and No -Shows on the portal. The portal allows dispatchers to view all trips for different trip status. Riders can be notified of any delays and be given an opportunity to cancel or reschedule their trip which can then be automatically re -optimized by Dispatch 360. 0 Fitchburg Consort Confidential and Proprietary 12025 12. (iii) Rider App The QRyde Rider App is a completely operational app and provides a real-time mobile ride matching service available in the specified service area. The app can allow a rider or a caregiver to book rides, manage rides (track, cancel), pay for rides using community funds or credit card. For riders who may not have bank accounts, the system can allow them to buy prepaid cards which can be scanned on the driver apps to deduct the trip fare. The smartphone app is available on Google and Apple stores for customers to allow free downloads of the Android and iOS versions. Upon download of the app, a custom flash screen will display momentarily before navigating to the home page. The QRyde Rider App allows a user to register in the system using basic information such as a first and last name, a user ID, a phone number, and an email ID. A rider may specify mobility requirements such as: elderly, wheelchair, and lift accessible vehicle in their profile. The system maintains a profile for each registered passenger and will categorize each passenger based on registration information. The app gives users the ability to update their profile information online. Where would you like to 90, The QRyde Rider App QRyde enables all forms of special needs to cater to people with disabilities, seniors, veterans, healthcare needs, and the public. This data is provided to the GSE which will determine the appropriate vehicle to meet the rider's needs. The QRyde Rider App is a powerful tool that not only improves the passenger experience but also enhances the efficiency and effectiveness of the public transportation service. It caters to the specific needs of passengers with disabilities, offers real-time information, and minimizes the need for extensive communication, making public transportation more inclusive and user-friendly. (iv) Rider Call Centre Support: Riders without smartphones may access the QRyde website or call the QRyde Call Center during normal operational hours. Call Center staff or facilities (employers, schools) that partner with the agency may book rides for those without access to on-line technologies though the QRyde web interface or through the QRyde Call Center. The Fitchburg Consortium will use the QRyde Call Center system for maintaining telephone call -taking, reservation line, access, and availability for customers to coordinate transportation during the operational service hours stated in the RFP. The QRyde Rider App and QRyde Website are available 24/7/365. QRyde allows a rider profile to be created that identifies special needs of the rider in terms of fare payment, vehicle type, accessibility etc. The system can detect the customer's current location upon login. QRyde can provide a simple, fast and efficient way for external organizations, such as retirement homes and senior centers, to view and manage aspects of client travel. (v) Driver App: QRyde provides seamless communication through its tools (rider app, driver app, dispatch module) so that all your stakeholders have the information they need — when they need it. Our QRyde Rider and Driver apps are intuitive and well M, oeoo msr Emu accepted by both young and old users. For visual directions, QRyde's Driver App provides a map showing the current location of the vehicle alongside routing directions to the next pick-up or drop-off location. It also has the ability to mark driver times such as sign -on and sign -off, standby and break times. It is capable of replaying the vehicle's trip assignment, routing and drop-off locations for a minimum of 30 days. Available for Android, the app can be installed and run on virtually any smartphone or tablet with a data plan. When drivers log in, they will be able to view Agency Driver App Interface Today's Trips as an electronic manifest. As they perform trips, the driver will enter performance information for each stop, all of which flows back to the QRyde platform. The platform © Fitchburg Consort Confidential and Proprietary 12025 13. allows the driver to scroll through their manifest for the current day and select particular trips for more information. The driver can view trip details, and get an overview of manifest easily, and other screens with the least number of keystrokes possible. QRyde vehicle operator interface provides dynamic routing capabilities to adjust vehicle allocation efficiently. If the platform adds a passenger pick-up mid -trip, then the directions will automatically update with minimal input from the operator with automated manifest updates. Also, the tablets can work both offline and online and can store information if the vehicle enters a dead zone. Once the tablets re-establish a cellular connection, information is sent to dispatch. Furthermore, when a vehicle loses connectivity, the drivers would not be impacted and can continue based on the current information stored on the tablet using the Kalvin calculation it calculates. (vi) Text to Speech Ability for The Visually Impaired: QRyde uses screen readers as an interface between the user, operating system, and applications which allow users to send commands through key combinations or braille displays. These commands instruct the speech synthesizer to vocalize specific content on the screen, such as words, lines, or entire screens of text. Additionally, users can utilize advanced functionalities like locating text based on color, reading highlighted text, or identifying active choices in menus. Screen readers are compatible with various operating systems, including Linux, Windows, Mac, iOS, and Android, offering support for a wide range of personal computers and mobile devices. Each screen reader has its own unique command structure and supports multiple speech synthesizers. (vii) Automated Eligibility Processing: The Fitchburg Consortium has extensive experience in helping transits determine whether each client is eligible for each funding source. We would provide the following: • Application form automation • Management of the eligibility process • Automatic determination of eligibility at the time of trips booking in the vast majority of cases. • For paratransit contractors who do not manage the eligibility but who need paratransit service eligibility information, we would provide the ability to share all the needed data and none of the data not needed. While we have the ability to import and export data to / from Excel spreadsheets, this is time-consuming for staff and providing direct (but limited) access to the QRyde database or an API is preferred. (viii) Cloud Hosting: The Fitchburg Consortium proposes QRyde Cloud for this project, an app and 100% web -based approach to record and manage transit data for a high-performance transit operation. It is the industry's only unified platform that offers Demand Response, Mobility on Demand, Microtransit, ride share, paratransit/ADA, NEMT, fixed route, carpool, regional coordination, and community-based transportation capability. QRyde is implemented on industry's leading Infrastructure -as - a -Service (IaaS) platform providing built-in enterprise class extreme performance: Oracle Cloud Infrastructure Overview QRyde's Cloud Infrastructure Overview The Oracle database engine — Oracle Cloud Infrastructure (OCI). It offers a) multiple layers of data and access security, b) highest levels of encryption at rest and in use, c) real-time backup and disaster recovery solution with super -fast failover capability. The Consortium is an IaaS partner of Oracle. OCT, a second -generation cloud IaaS Platform, puts the security of critical work at the center of its operations. OCI offers The Consortium a ground -breaking security architecture that reduces the risks and attacks surfaces commonly associated with first -generation clouds. OCI has built security in its core architecture, data center design, and all the processes for managing the OCI. OCI offers tiered defenses and highly secure operations that span from the physical hardware to the web layer. (ix) Fare Collection QRyde Cloud's electronic and mobile payment system is a unique universal payment system that allows customers to pay through the web, mobile phones, pay by cash on bus and in office, pay by check, pay by multitudes of credit/debit/EBT cards etc. QRyde is completely integrated with a 3`d -party payment gateway. All credit card 0 Fitchburg Consort Confidential and Proprietary 12025 14. transactions are processed by the payment gateway. QRyde allows riders and staff to fill up a rider's available funds to withdraw from for trip bookings. With the QRyde Rider App customers can pay for the ride using the available funds or Credit Cards. All credit card transactions are processed by the payment gateway. QRyde allows riders and staff to fill up a rider's available funds to withdraw from for trip bookings. QRyde also allows staff to prepay for rides or can allow invoicing for the rides to the corporations based on the services selected. QRyde provides the account balance for each rider. The balance is available during the trip booking process as well as on an ad-hoc basis. QRyde provides all accounting transactions for the clients. The transactions include trip payments, refunds for cancellations, funds added to the account by the user through credit cards or by communities, and funds added by family and/or friends to the user's account. All transactions are recorded in the system and can be reviewed at any time. QRyde allows staff and riders to apply all payments for the ride at the time of booking. The system can be configured to deny bookings without applying payments for the rides. Payments can be made via credit cards or funds allocated to rider accounts by the riders, caregivers, family and friends, or third -party entities. QRyde will allow fixed fees to be charged for the trips and a minimum account balance to be maintained on the rider accounts. QRyde can allow staff the ability to add admin fees as rides are dispatched and to add other costs using a free entry field. If the admin fees are fixed for the rides, they can be configured in the system to minimize the data entry for the staff. QRyde Cloud's electronic and mobile payment system is a unique universal payment system that allows customers to pay through the web, mobile, plastic card, and pay by cash on bus and in office, pay by check, pay by multitudes of credit/debit/EBT cards etc. Electronic Payment of Fares through Mobile App Additionally, QRyde allows authorized organizations to view existing trips, book a one-way trip, book a roundtrip, and book a standing reservation/repeat trip using login credentials. It also allows organizations to review their trip history relative to fare debits and credits and view their account balance. (x) API Integration QRyde offers unlimited openness regarding connectivity with third -party applications. QRyde's NODE is a REST -API library that allows connectivity with any system including that of competitors. ® Fitchburg Consort Confidential and Proprietary 12025 15. Wo Ti...tl4. 514M 1 60M wY4YY4yD iVAI Menai! 5000 ere 5100 Tw, Fb. 1. 1021 c,.x. a.r 514911- 6000 Oepo,neJ sow w rue 5100 Customen Tmddrkg Account Management on Mobile Credit Card Management on App Electronic Payment of Fares through Mobile App Additionally, QRyde allows authorized organizations to view existing trips, book a one-way trip, book a roundtrip, and book a standing reservation/repeat trip using login credentials. It also allows organizations to review their trip history relative to fare debits and credits and view their account balance. (x) API Integration QRyde offers unlimited openness regarding connectivity with third -party applications. QRyde's NODE is a REST -API library that allows connectivity with any system including that of competitors. ® Fitchburg Consort Confidential and Proprietary 12025 15. QRyde's advanced caching system allows any external data to be stored in an intermediate form and a subscription model that allows information to be `dispatched' to any subscriber micro -service for further processing. QRyde's External Data Interface (QEDI) also provides a highly distributed queuing system that can store data by categories and hence offers enormous data bandwidth while maintaining the highest level of performance. These are customized to meet the needs of our clients, coupled with unsurpassed service and support that sets us apart from our competition. (LQRyde Qw) J (�QRyde lig Nealltme External Data Cade --------------------------------- W e4.6or�e�.11Mel W-FMa�• LG�MY'11Y4p`e-Ea V ^�6 ------------------------------------ r-------------------------------------- IAF ow.WeLServee MMu[ 4N�M a•t� QRyde's REST API Solution for Integration with Third -Party Apps 5.3 FLEET AND VEHICLES • Fitchburg Consortium will utilize three Tesla X (2024) vehicles capable of transporting up to seven passengers and one FORD E-GAMECHANGER (EV) van that can accommodate a wheelchair and transport up to nine passengers. • The vehicles that would be used for the project are ADA compliant and comfortable for elders. These are handicapped equipped vehicles with two-way radio systems that are operational and in excellent working condition. • The vehicles will be brand new and in their best fit condition to serve the area. • These vehicles can be branded specifically for the Agency. • Fitchburg Consortium will make sure that sufficient vehicles and drivers shall be made available to provide service within a reasonable time. We analyse the demand based on service at different times of the day peak hours, when demand is highest, in order to accurately guide fleet size requirements. During off-peak hours, the full fleet would not be required. HBSS will work closely on the vehicle availability and is well versed with scaling the number of vehicles up and down based on the demand. On a daily basis, our drivers will conduct the following vehicle checks for fleet maintenance and storage prior to use: • Check battery condition and coolant levels • Check windshield and mirrors are free of cracks or damage that would impair driver visibility • Check doors and windows open and close without issue • Visually inspect tires for wear or low pressure (including spare tire) • Vehicles will be aesthetically suitable for a neighborhood shuttle. • Check vehicle cleanliness and ensure no damage (interior and exterior) • Confirm windshield wipers are functioning • Confirm seat belts are functioning and free from damage C Fitchburg Consort Confidential and Proprietary 12025 16. Tesla X (2024) Electric Vehicle VEHICLE FORD E-Gamechanger Van EV OPERATOR The Consortium will hire 3 drivers for this project as employees to meet the service hour requirements. Along with the drivers there would be 1 General Manager, and 1 Call taker/Dispatcher. 1) Pre -Employment Process for Drivers Our team has long experience and is extremely capable in performing personnel related services consisting of employee on -boarding and terminations, driver recruiting and selection, compensation, labor relations, labor contract negotiations, discipline, grievance administration, and FTA mandated programs such as drug and alcohol testing. A thorough background check of all applicants for safety sensitive positions will be conducted with the following elements: 1. Initial phone screen to gauge applicant interest 2. Ensuring a satisfactory driving record 3. Background check (CORI, SORI) 4. Fingerprinting 5. Drug test and physical exam 6. Successful training term. The management team is skilled in recruiting and selecting drivers, which must remain a priority focus to meet the transit demands of the Agency. This includes using innovative approaches to attract driver candidates to ensure a continuous flow of applicant's remains in place at all times. In addition, we will have several feedback systems in place to monitor the behavior of our drivers including: • Real-time text and phone support • Weekly driver rating reports include feedback, on-time performance, schedule adherence if drivers deviate etc. • Protocols for accidents and "zero tolerance" incidents, with procedures for assessing disciplinary action. 2) Driver Training The following parameter -check setup for driver training will be conducted by the private transportation providers working as partners: 1. Sensitivity training is provided to all drivers enabling them to appropriately serve the population: We believe that the drivers need to deal with customers with empathy and understanding. We will ensure that only professional and friendly drivers are employed. 2. All drivers must be properly licensed to operate the required vehicles and transport elderly passengers: All drivers will be properly licensed to operate the required vehicles and transport elderly passengers during their time working. The drivers will be subject to a variety of background checks to ensure they are properly licensed and qualified. In addition, we will ensure that all drivers have a valid driver's license for at least one year. We have a comprehensive set of initial safety checks we use when on boarding new drivers and ongoing evaluation 0 Fitchburg Consort Confidential and Proprietary 12025 17. procedures to continuously evaluate driver performance. We will confirm that all drivers meet the following criteria: • Are 21 years old or older; we prefer drivers who are over 25 years to reduce the cost of insurance and provide a mature workforce • Have had a valid driver's license for at least one year • Pass a physical and drug and alcohol screen • Continue to comply with all standards, including drug and alcohol screens done randomly • Communicate well • Are tech savvy and comfortable using tablets • Have not been convicted of driving while intoxicated or under the influence of controlled substances within the preceding seven years, or have no criminal charges pending for driving while intoxicated or under the influence of controlled substances • Have had no major incidents in the past seven years, no driving with a suspended or revoked license, and • Had no more than three moving violations in the past three years (e.g., accidents or traffic light violations) • Are not subject to outstanding warrants for arrest • No Driving -related convictions in the last seven years (e.g., hit-and-run or felonies involving a vehicle). 3. All drivers operating this service will be trained and have current certification in the provision of Cardiac Pulmonary Resuscitation ("CPR") and first aid. We will ensure that all drivers operating the service are trained and have current certifications in administering CPR and first aid. 3) Safety/Inspections The Consortium will perform daily safety inspections of vehicles prior to beginning each day's service. Vehicles failing the daily inspection will not be used in service until the reason for failure is corrected. On a daily basis, our drivers will conduct the following for fleet maintenance and storage prior to use: • Check Heating and A/C units. • Check windshields and mirrors to be free of cracks or damage that would impair driver visibility. • Check doors and windows open and close without issue. • Visually inspect tires for wear or low pressure (including spare tire). • Check ground under the vehicle for fluid leaks. • Check vehicle cleanliness and ensure no damage (interior and exterior). • Confirm windshield wipers are functioning. We will develop training and safety programs for all personnel in the paratransit and demand response systems. For example, in its work with MART, MTS participates in frequent meetings between MART management and MTS managers to ensure alignment, which we view as an opportunity to share information and strategies regarding continued improvement in safety processes and procedures. MTS follows a comprehensive training and safety process to ensure that all employees are properly trained to work in the transportation environment. Qualified staff are chosen as trainers to oversee and implement various procedures to continually maintain appropriate training and safety procedures. These individuals participate in outside training to ensure they provide the most up-to-date and appropriate methods for the operation. All vehicles shall be equipped with a fire extinguisher and appropriate first aid kits. The following parameter checks for driver training will be conducted: , • We offer comprehensive sensitivity training programs for all drivers. These programs focus on enhancing drivers' awareness and understanding of the diverse needs and backgrounds of passengers they may encounter both to augment the rider experience and enhance safety. 0 Fitchburg Consort Confidential and Proprietary 12025 18. We will ensure that all drivers possess the appropriate and valid licenses necessary to operate the specific types of vehicles used in our transportation fleet. Upon request of the Agency, we will remove any driver from this service whose conduct is determined to be unacceptable. 5.4 SERVICE HOURS AND OPERATIONS -------------------- After a thorough study and understanding of the service area using Ridership report and other secondary sources, Fitchburg consortium fully abides by the need of the required hours for the 3 proposed On -Demand EV Ridesharing vehicles, and hence will be actively working throughout 7 days a week i.e., Sunday, Monday, Tuesday, Wednesday, Thursday, Friday and Saturday: o One vehicle operates from 6:00 am to 12:00 pm o One vehicle operates from 10:00 am to 4:00 pm o One vehicle operates from 1:00 pm to 7:00 pm The proposed service is flexible enough to cater to the increase in the demand of the service area. 5.5 SAFETY AND ACCESSIBILITY SAFETY PROTOCOL (i) Accident and Incident Reporting and Response The moment an incident/accident occurs; the operator notifies the dispatcher. The dispatcher follows our Accident Response Protocol that describes the magnitude of response based on severity of the incident/accident. Clearly the severity starts with fatalities, injuries, material destruction and works its way downwards. An immediate notification will be sent to the Agency and the corporate management, based on severity. The escalation process is part of the protocol followed. When a serious issue occurs the entire management team gets into action, moves towards resolution using the CANDR methodology, and the Agency is periodically informed of progress. Reporting the matter to insurance companies is part of the protocol as well. The ARP protocol covers vehicle related accidents/ incidents as well as on- site incidents/accidents. (ii) Accident Investigation Process FTA has provided clear-cut guidelines on investigating any accidents, and our Accident Response Protocol (ARP). The driver will park the vehicle at an appropriate (safe) location, determine if any injuries have occurred, then check with the other party to verify if they have had any injuries. A road supervisor will proceed to the location with a spare vehicle. Once at the location, the supervisor will follow the steps described above. 0 Fitchburg Consort Confidential and Proprietary 12025 19 Assess Needs of Those``" ' '""' ` Involveed: ',. Roadsupervisorwill Odo-readingwillbe discuss with parties and passengers, driver, recorded of both vehicles. itnesses to memoralize operator/ passengers of _ 11 nt. other vehicles. J Emergency Services The road supervisor will Road supervisor in collaboration with the two Requested determine if Towing is parties will record all (if not already done) needed �� information If no fatalities, injuries The investigative (mgmt) and damage is minor, the The road supervisorwill team willtake overthe supervisor will gather all information and case and if major involve communicate with Local take all photographs,. the Agency. ` auhorities 0 Fitchburg Consort Confidential and Proprietary 12025 19 (iii) Training The Consortium's trainers deliver Safety and Training Programs. The trainers will share in performing the following instructions to new hires as well as existing company employees in order to provide safe and efficient public transportation and provide service to the Agency. Pre -Classroom Training and Road Observation Paratransit Electronic Passenger Data Collection (Tablets) Substance Abuse Awareness Red Cross First Aid Training & Cardiopulmonary Resuscitation and Personal Safety Emergency procedure training, including vehicle evacuation ADA requirements Pre-operation and post operational vehicle circle check Phone Etiquette and Protocol Road -call procedures OSHA Safety Standards Violence in the Workplace Assault Awareness Classroom Training Customer Sensitivity Training Multiple Chemical Sensitivity Training including blood borne pathogens Safety and defensive driving training including distracted driving Passenger assistance procedures _ Wheelchair and Car seat Securement Service Area familiarization Para Transit Service Application Software Fare Box Trouble Shooting and repair Dementia Awareness De-escalation Training DDS Passenger Sensitivity/Sexual Harassment (iv) Safety/inspections Our team will perform daily safety inspections of vehicles prior to beginning each day's service. On a daily basis, our drivers will conduct the following tasks prior to vehicle use: • Check Heating and A/C units. • Check windshields and mirrors to be free of cracks or damage that would impair driver visibility. • Check doors and windows open and close without issue. • Visually inspect tires for wear or low pressure (including spare tire). • Check ground under the vehicle for fluid leaks. • Check vehicle cleanliness and ensure no damage (interior and exterior). • Confirm windshield wipers are functioning. We will develop training and safety programs for all personnel in the paratransit and demand response systems. For example, in its work with MART, MTS participates in frequent meetings between MART management and MTS managers to ensure alignment, which we view as an opportunity to share information and strategies regarding continued improvement in safety processes and procedures. MTS follows a comprehensive training and safety process to ensure that all employees are properly trained to work in the transportation environment. Qualified staff are chosen as trainers to oversee and implement various procedures to continually maintain appropriate training and safety procedures. These individuals participate in outside training to ensure they provide the most up-to-date and appropriate methods for the operation. All vehicles will be equipped with a fire extinguisher and appropriate first aid kits. 0 Fitchburg Consort Confidential and Proprietary 12025 20. MANAGEMENT TOOLS, PROCEDURES AND PRACTICES (i) CANDR — An issue Resolution Methodology CANDR`"t is a proprietary protocol that HBSS uses for all issue management. Whenever a customer related issue arises, our staff is trained to activate the CANDRTm protocol and starts with an initial acknowledgement email and introduction. Thereafter we `attack' the problem in order to better understand. Part of the attack step is to ask questions from other parties, and drill down to route cause. During the entire issue resolution process, we never lose the narrative of what we are doing and find data and use it to arrive at a resolution. This method has been proven to be empirically provable. Multiple Issue Resolution: The Top Three Model If multiple issues have to be resolved by one person, we pick the 3 most impactful issues, and work on them using CANDR. When one of the issues gets resolved, we get the next one in line. 3 issues are the most a human can effectively handle at a time, and hence we use top 3. Hence the name The Top Three Model. It Cuffing edge technology applications powered by QRyde are currently being used by area nursing homes through a portal to schedule resident transportation. A smartphone app has been activated for all devices and is currently being beta tested in Spearfish. The customer support received by Prairie Hills Transit from the QRyde ream for the past 72 years has been phenomenal with every coacem being acted upon immediately. •Barbara Cline. Vice President. CT" & 8 Executive Director, Prairie Hills Transit • Rapid, convergent communiation with the parties • Attack the problem, not the people involved • Develop a narrative that is clear and concise so everyone understands • Use data to discuss the issue with parties in all of the communications • Resolve the matter usingthe above 4 tools (ii) Acute Operations Oversight Automation system (AO2AS) We will be implementing our A02AS (Power -BI, alerts) that will monitor the KPIs and alerts when the service levels are close to KPI limits. Taking a leaf from management of UPS, FedEx and Amazon in tracking packages, we plan to morph those models into transit, and when we implement it, this model is a first in the industry. Our transition plan will include tracking every possible metric in performance of service, starting from the time it takes to schedule a ride on a vehicle, to when the driver arrives to pick, the time it takes to pick the person and then when the passenger is dropped off and when the driver leaves the destination. We also plan to track how much time it takes to respond to a customer calling for a will -call, the time it takes to find a driver, and then the time it takes the driver to pick up the person and drop the person at home. 46 HBSS software evolves as our business needs evolve, and as we apply /or new contracts and new projects, HBSS customizes our software to meet the new business requirements set forth in the new contracts. 61 Lars Kiessling Owner, Kiessling Transportation 0 Fitchburg Consort Confidential and Proprietary 12025 21. A Trip Performance Timeline Tracking event -based timings for ParatransiVADA/On-Demand/Shuttles book Schedule Arrive Perf Drive Arrive Perf 01, No 11,141 Tracking event -based timings for Fixed Route Perf Drive Arrive Perf Drive Arrive Perf (iii) SAFE Driving Oversight We focus extensively on customer and operator safety. We shall augment our driver safety training with modem day tools — videos, virtual reality, and other immersive technologies. We propose to implement ODB II interfaces on all the buses so we can capture the driving behavior of the operators, and DVR based video capture of incidents. We will enhance our current Driver -Safety programs to enhance and assure a safety -fust culture at all levels and across all functions. (iv) Improving efficiencies through better processes Increase the use of remote video conferencing tools like the free Microsoft Teams, collaborating tools like free version of Slack allows faster and rapid communication, as well as collaboration on various issues. It eliminates the hubris created by entails. More focused management of drivers leaving on time, by automating pre -trip inspection and tracking vehicles not on - road can improve OTP. Reviewing and analyzing recruitment practices at a location, including reviewing local Advertising, changing the internal processes, and hosting more recruitment open houses will improve staffing levels. By setting up Driver performance dashboards we can monitor their performance as well as by reviewing OBD II reports we will be able to review thew braking, turning, stopping, and use of lifts habits and characteristics. (v) Customer Relationship Management Tool In transit industry, unlike others, the use of CRM tools is limited to complaint management, and some other simple tasks. Yet, information is the engine that powers much of our modem economy. Superior data analysis confers a competitive advantage. One of the core problems of any transit system is equitable optimization of the routes, so that all the employees (with Union Seniority) who drive vehicles are used effectively while minimizing vehicle miles. "You may have lots of customer data, but if it's siloed and Most Popular CRM Software with Features Y Comparison of Top CRM Toots unorganized, it's not working for you. If you're like many businesses, ,n) monday.com rather than a three-dimensional view of your customer, you have unconnected data points, living in siloed datasets across too many #2) zendesk CRM #3) Pipedrive CRM #4) Salesforce CRM systems. To get actionable insights from your customer data, you need to gather your data on individual customers into unique profiles and #S) HubSpot CRM #6) Freshmarketer #T) Oracle NetSuite store them in a single location. #B) zoho CRM #9) Actl CRM 410) Freshsalea Then, you can unlock the ability to match customer interactions with 4,11) noCRMiO the right contact profile, allowing you to deliver personalized 6" P g Y I� #12) KeepSateata #l3) Keep marketing messages that pique your customer's true interest. #14) Sendinblue Consumers face constant demands for their attention. You might have a tiny window of time, perhaps just a minute or two, to get information #15) Bonsai A 6) EngageSay #n) SugarCRM in front of someone's eyeballs." [Price Waterhouse Coopers] #19) SAP CRM #19) Nimble CRM #20) Oracle CRM #21) Microsoft Dynamics CRM 0 Fitchburg Consort Confidential and Proprietary 12025 22. Tracking customers through a CRM tool (SugarCRM — free, ZohoCRM, Salesforce CRM — used by HBSS) is an attractive option to virtually `hug' the customers and keep them engaged via email, SMS, NR and text. Each year 20% of customers in the paratransit space stop using service (trends from 2015-22 data), but it is hard to know why unless we start calling them one by one. Having a CRM tool will help in keeping them engaged (birthday, easter, Christmas greetings etc.) and we have the opportunity to ask them why their rides are slowing down and figure out how to retain them. 5.6 CUSTOMER SERVICE TECHNICAL SUPPORT HBSS offers several different support plans, and its premium plan includes Extended -hour Phone, Chat, and Email support. As part of the premium package, extended hours are available as follows: Issue Type"t M Aday — i rLaay *Mission Critical Issues 24x7 240 24x7 Support Calls 9:OOAM-5:OOPM EST *DefrnnrQ .Mission Critical: It includes Server Downtime, Website is down, Data Loss, and trips cannot be booked All servers, routers, switches, data center security and facility power shall be monitored electronically 24 hours a day, 365 days a year. In the event there are any out of tolerance conditions with any server components, technical support will be automatically notified. The technical support will respond to these issues using an SLA that will be agreed upon between HBSS and the transit providers. Technical support will be available 24 hours a day, 365 days a year. All technical requests from the deploying agency shall be addressed within one hour of the notification of a problem. We will provide weekly tickets to the members of the Village. The Village shall be able to view the status of their support request(s) at any time through an online tracking system. Vendor shall ensure the Platform is running and available 99.0% of the time during operational hours of the customer up to 365 days/year, 7 days/week, and 24 hours/day, determined as follows: (((Total Time — Unexcused Downtime) / Total Time)) X 100)) ? 99.0% HBSS software -version upgrades are typically released on a twice -yearly basis to clients. It is the intention of this twice - yearly upgrade to acknowledge the issues that may have arisen as well as provide the client with other enhancements designed to optimize the client's operations of the proposed system. HBSS will inform the Village at least three months in advance of installation when new software releases become available. We provide a "product status page" i.e., Service desk to review past communication on any product issues and updates recorded. We set up a Service Desk during deployment for each of its individual clients. 0 Fitchburg Consort Confidential and Proprietary � 2025 23. Service Desk We will use commercially reasonable efforts to resolve any SAI and correct any reported Error in the Platform in accordance with the following severity levels and response times: Severity Level DeSCHIlton Response Time 1 Error causing an emergency production situation in which the Platform One -Half Business Istotally inoperable or fails catastrophically and there is no Workaround Hour 2 Error causing a detrimental situation (when there is no Workaround) in Four (4) Business which: (a) the performance degrades substantially under reasonable Hours loads causing a severe impact on use; (b) the Platform is usable but materially incomplete; or (c) one or more mainline functions or commands are inoperable 3 Error causing a situation in which the Platform is usable but fails to Five (5) Business Days function in the most convenient manner 4 Minor problem or documentation error, which is reasonably correctable Next Major Release by a documentation change or by a future maintenance release from Vendor Response Time Taken with Respect to the Severity of the Issue 5.7 STAFFING, RECRUITMENT AND TRAINING PLANS ......................................................................................................................................................................................... The mobilization plan outlines the strategic approach to ensure a seamless transition and effective operation of the Agency transit service. This plan encompasses staffing, training, operational readiness, and compliance with all relevant regulations. STAFFING PLAN: The staffing plan for the Agency transit project aims to ensure that the Fitchburg Consortium is equipped with a skilled and responsive workforce capable of delivering high-quality service. This plan emphasizes coordination with Agency officials, awareness of union sensitivities, and proactive engagement with union representatives throughout the hiring process. To begin with, the staffing plan will involve close collaboration with Agency officials to understand their recommendations for staffing levels, roles, and responsibilities. This collaboration will help align our staffing strategy with the Agency's operational goals and service expectations. Regular meetings will be scheduled with Agency representatives to discuss staffing needs, operational challenges, and any adjustments required to meet service demands effectively. Recognizing the importance of union dynamics in the hiring process, the plan will incorporate awareness of union sensitivities. The Fitchburg Consortium is committed to adhering to all applicable collective bargaining agreements 0 Fitchburg Consort Confidential and Proprietary 12025 24. (CBAs) and engaging in good -faith negotiations with union leadership regarding workforce assignments and responsibilities. This approach will ensure that all hived personnel are treated in compliance with union agreements and that their rights are respected. Prior to commencing services, we will hold meetings with union representatives to discuss our staffing plans and address any concerns they may have. These discussions will focus on our commitment to maintaining a collaborative relationship with the union and ensuring that all employees understand their roles within the framework of the CBA. By fostering open communication and transparency, we aim to build trust and cooperation between management and union representatives. The staffing plan will outline the key positions required for successful operations, including: - General Manager: Responsible for overall management of operations, compliance with agency standards, and strategic planning. - Operations Manager: Oversees daily operations, staff scheduling, and service delivery. - Safety and Training Manager: Develops and implements safety protocols and training programs for all staff. - Maintenance Manager: Ensures vehicle maintenance, safety compliance, and operational readiness. - Operators: Frontline staff responsible for safely transporting passengers. - Road Supervisors: Monitor service delivery and assist operators as needed. - Scheduling Staff: Manage trip scheduling and dispatching processes. - Dispatch Staff: Communicate with operators in real-time to manage service adjustments. Recruitment efforts will focus on attracting candidates who possess relevant experience in services, customer service skills, and a strong understanding of ADA regulations. The hiving process will include structured interviews that assess candidates' qualifications while ensuring compliance with union requirements. Training programs will be developed to ensure that all staff are well-prepared for their roles before the service commencement date. This training will cover operational procedures, safety protocols, customer service sensitivity, and ADA compliance. In summary, this staffing plan emphasizes collaboration with Agency officials, sensitivity to union dynamics during hiring processes, proactive engagement with union representatives prior to service commencement, and a focus on building a skilled workforce dedicated to providing exceptional services for Agency. Through these efforts, we aim to create a positive work environment that fosters cooperation between management and staff while meeting the needs of individuals with disabilities in the service area. RECRUITMENT PLAN The recruitment plan outlines the strategy for attracting, hiring, and training qualified personnel to ensure the successful operation of the Agency services. Given the specific requirements of the RFP, this plan focuses on building a skilled workforce capable of delivering high-quality service to individuals with disabilities. Recruitment Objectives • Attract Qualified Candidates: Target individuals with experience in transit services, customer service, and ADA compliance. • Diversity and Inclusion: Ensure a diverse pool of applicants that reflects the community served. • Union Collaboration: Engage in good -faith negotiations with union representatives to comply with collective bargaining agreements (CBAs). • All incumbent drivers will be interviewed. Key Personnel to Recruit • General Manager • Operations Manager • Safety and Training Manager • Maintenance Manager Fitchburg Consort Confidential and Proprietary 12025 25. Recruitment Strategies • Job Postings • In-house hiring • Driver Incumbents • Evaluation of current staff • Advertise positions on various platforms • Local job boards • Transit industry websites • Community centers • Social media platforms • Local newspapers TRAINING PLAN: The training plan is designed to comprehensively prepare all staff involved in the Agency transit services. This plan focuses on ensuring that employees possess the necessary skills, knowledge, and understanding of operational procedures to deliver high-quality service to individuals with disabilities. The primary objective of the training program is to ensure compliance with ADA regulations and AGENCY standards while equipping employees with exceptional customer service skills. The training will also emphasize operational efficiency, ensuring that all staff understand their roles and responsibilities within the organization. The target audience for this training includes operators, road supervisors, dispatch staff, and management team members. The training timeline is set for February 1 to February 28, 2025, allowing ample time for all staff to complete their training before the service commencement date on March 1, 2025. The training components will include a comprehensive classroom training program lasting 40 hours, which will cover company policies and procedures as well as provide an overview of AGENCY standards and expectations. This classroom instruction will be followed by up to five days of behind -the -wheel training for operators to ensure they are proficient in vehicle operation and safety protocols. In addition to the classroom and behind -the -wheel training, there will be five additional days dedicated to other essential training components. These will include two days focused on ADA compliance training, emphasizing regulations and best practices for serving individuals with disabilities. This segment will incorporate role-playing scenarios to help staff practice sensitivity in various situations. Customer service training will also span two days, where employees will learn effective communication techniques and strategies for handling difficult situations and complaints. Safety protocols training will take one day and cover safety regulations specific to transit operations, emergency procedures, and vehicle safety checks. Operational procedures training will last for two days and provide a detailed overview of daily operations, including scheduling and dispatching processes. Staff will receive instruction on using the dispatch software for trip management as well as a review of standard operating procedures specific to Agency services. Hands-on training will occur throughout the first month of service, allowing operators to familiarize themselves with the vehicles and safety checks while shadowing experienced staff members during initial shifts. To evaluate the effectiveness of the training program, assessments will be conducted at the end of each component to gauge understanding and retention of material. Feedback from participants will be gathered to identify areas for improvement in the training program. Ongoing training sessions may be implemented based on performance evaluations and feedback from the agency. This comprehensive training plan aims to ensure that all personnel involved in Agency transit services are well-prepared to meet the needs of passengers while adhering to regulatory requirements. By focusing on compliance, customer service excellence, safety protocols, and operational efficiency, we aim to create a highly skilled workforce dedicated to providing exceptional paratransit services in the service area. © Fitchburg Consort Confidential and Proprietary 12025 26 5.8 DATA ANALYTICS AND REPORTING ..................................................................................................................................................................................... HBSS is committed to the continuous assessment of service performance. We propose a multi -tiered approach to monitor and evaluate service performance. Firstly, real-time monitoring will be integral to address immediate concerns and provide seamless service. Additionally, we recommend monthly assessments to ensure ongoing quality. To gain a comprehensive perspective, in-depth performance evaluations will be conducted quarterly and annually. These evaluations will provide a thorough overview of the service, enabling us to identify areas for improvement and deliver an exceptional, reliable service to the Agency and its customers. The QRyde Reports module enables users to create reports on individual trips on a daily, weekly, monthly, quarterly, and annual basis, and on a selected days or series of days' performance. It provides several types of Reports. STANDARD REPORTS QRyde has standard reports. However, historically each agency wants their reports structured differently. Consequently, HBSS team would work with the Agency to determine its report designs and then customize the standard reports (if necessary) and deliver them. The areas that QRyde Reports address include, but are not limited to, operations, financial, customer, customer service, system, maintenance, management, and planning considerations, as well as any state -level, and NTD required reports. There are more than 200 report options available in QRyde. Here is the List of standard Reports that HBSS QRyde will provide to the Agency: a. Total boardings per month broken down by the following, at a minimum: i. Resident/non-resident ii. Age iii. Age 65 and older iv. Wheelchair user b. Average weekday boardings (i.e., the number of boardings on a typical weekday), c. Number of completed rides, d. Average journey time, e. Average distance per ride, f Average utilization (passengers per vehicle hour), g. Ridership (daily average), h. Vehicle miles driven, i. Vehicle hours driven, j. No show rates, k. Cancellation rate, 1. Average wait time, in. Average percentage of on-time pick up requests based upon estimate time of arrival provided to rider in app, n. Average percentage of requested rides completed, o. Top pick-up and drop-off locations, p. Percentage of rides shared. 0 Fitchburg Consort Confidential and Proprietary 12025 27• . La rdl adapc Repwb /dair's4aeve Papvb aiming DiaylrysC ffi hatter. On Time Perfarvnance Report vay: kr wdorma tips. Pamumnt Unrenriclad Lenee Dsyays h-rarar: Dnrntrrttad LadK. Pasalble Bad Addressee ;,rides rla,m tcb tP he.'p meotd, caved eddras. c,M bad cocM`na:a[ Thk .+HI hlp mainbin a c4an library eF adamaaa. client Bill By Agency Provides page-detneated Wiling details by funding source for a given date range. Each funding source has details of each client billed for the given date range. Can be run for an individual client or for all clients and filtered by funding source. Censurner Attendance Report Displays detailed trip :nformabon including scheduled vs. actual perforated drnes. Can be filtered for a specific date range segment, or trip status. Unnatr "tetw Doplap Jnwatrldd tadac Detailed Client Bill Provides detailed chant billing data at a trip level for a given date Vehicle UUnvtim Dara (WD) range, Can be run for an individual dient or for all chents and pr ora whilac.WRetaestla;nan'.,d tines, od.rtt., filtered by funding source. nadinyc. top .n31 M.0) her a Riven claw nnaa. Administrative and Billing Reporting Modules a.M n. aw...M T.Na4.n ww.l „eckr pl�aNma[Y 51swYMHNryre�m r[ rpw+e wm»r. T1. 1-1 rlUl r.,...r a4•.[...w-r.a 0 O Jy Tee lee Del, 1>tW axNyw�„ ub.[nral w<.M.bm<m 4, .uNn9 odvan ScMdulu G[aal'a tlnrat'KFIauNa. wFiW antl Np:ror. [:anents a< W SMxc4m14mn ar PUMsw Gummy PapoR '1'a wxN only W ,pep iortlata.aivLb One Vaq nanihN Rui e �[ M.rifat F4.e a 04%0. w mwaw eco a ..m eN o[. w>en 94NIry Mx onN[n m. rwm[.da+n cant m hr � I sync [M eMM b HN+q rw rt[. ate. .Z_-t.ry el—IM1[NRIP— PIM— P._ we ry vM mrry Cw»rvn tar >,n iw m �Mvy. wcw w M[II NNN [M r.n..'.'.ntim�w.a.w. Iear rl.w.nc. <P Ram. c..».,, m..n ��a.a.INM o.a mel.;., •..ww... vAJe4 Nllua[I4[atl[11Yr[ wyxN CPa•b. InyFIM r[rv.✓nv[nw m.b[p[. " Maw..,, � Fe�n.wn»I�y[M brd•e nprMwn.G[.,w '�' Daily Operational, Operational and Statistical Reporting Modules REPORTING DASHBOARD HBSS is offering to bring greater transparency in the operations over and above what's requested in this RFP. Specifically, we propose to integrate the operations with a comprehensive data visualization toolkit called dashboards. With this ability to visualize graphically the performance and compliance elements of our operations, in near real time — service area will have a unique opportunity, for the first time, to monitor the operations from the following perspectives: Customer centric, employee centric, operations management centric and predictive analysis etc. Dashboards are easy to read and show graphically the current value and historical trends and aggregated values of key performance indicators (KPIs). The dashboards can be organized based on strategic, analytical operational or informational objectives (see below a complete list of objectives). Benefits 0 Fitchburg Consort Confidential and Proprietary 12025 28• Dashboards will enable various stakeholders — the Agency, towns, managers, senior centers, client advocates and customers to monitor (where permissible) the operations at Rosemead, and its various departments. Digital dashboards will allow HBSS to capture and report specific data points from each department to provide a snapshot of performance. Other benefits include: • Visual presentation of performance measures • Ability to identify and correct negative trends "— • Measure efficiencies/inefficiencies f�\� • Ability to generate detailed reports " - — showing new trends • Ability to make more informed decisions based on collected business intelligence • Align strategies and organizational goals • Saves time compared to running multiple reports • Gain total visibility of all systems instantly • Quick identification of data outliers and correlations. Strategic Dashboards These dashboards show operational characteristics in aggregate form, such as daily, weekly, monthly, quarterly values of no-shows, cancellations, ridership, ridership by geography etc. These dashboards can also show trend analysis and other representations of aggregated data that collectively help the operations manager to better understand the behavior of the various components of Agency's operations and then make smarter and strategic decisions. • _ Analytical Dashboards Analytical Dashboards are used for data analysis by reviewing data at different levels of detail (using drill down techniques). These dashboards are suitable for analyzing new driver training issues (for one's who may be new and not behaving as trained) or for monitoring fuel consumption of vehicles etc. Operational Dashboards Operational dashboards are those that provide real time information for current location and tasks on hand for drivers, vehicles, inventory of parts, safety equipment, and other events that are constantly changing. 0 Fitchburg Consort Confidential and Proprietary 12025 29. 'x •• �ocrm 93 n tb 4,mr JRiC Fe i B 3 (AIl'�n'dM6$YRJPdl3 �D 3n ` RIE41G :1 Informational Dashboards These dashboards are more for the purpose of aggregation of different pieces of information requested by departments on a dashboard that give them the opportunity to review the performance of operations. (vi) (vii) Business Intelligence It is our belief that the pace and evolution of technology use in public transit industry will require all operations management services companies to incorporate business intelligence gathered from dashboards, at all four levels and use the data to drive business decisions at strategic and operational levels. rw PGEVCT TlIP IHWWMTICH$ CMPWM.: 1qN Lb:YK[ ICAC IInC 1py PiiFnPTS I�p C¢N LLAVCOMU 31 if. 106]]] 19 �9 wcu zaa> nl]r :am z6s IMCCNLWRI t9 ]0 X90199 � M wcAUniI:YY a.f. y3' rl I.e H SNNNUM4 6}60 16'3+3 6] Al ,Byp 1 Ct O V 0 Fitchburg Consort Confidential and Proprietary 12025 30. (viii) Data Warehouse HBSS will also work with Rosemead and its technology vendor to establish a data warehouse where historical data can be stored and then retrieved via dashboards. We shall investigate and develop a system that scales to thousands of records. bil<_inessq I am BusinessQ Information Dashboard • n.. P•m.m•I.e k9eoR. .1l 1 • COGS ProR 313.3k 3HA 151.Ok 1171k %.3k 1%.L 9.9k 7.0A 128.3% 12..3% 90.]91 -.• 110,94: • Re.emrc Ptt Regwn • � 1 • w.m...,.. w Mis 1 .. R«enu.TrtNtgsale.P.nom Prk. rpeN•Ibns s, • Ability to Create Own Reports QRyde Reports also have an Ad -Hoc reporting module that allows the users to create, format, and print their own reports based on any data element contained in the database. All QRyde Reports can be exported into file formats viewable on a web browser or viewed and edited with standard office software (e.g., Word or Excel versions used by the participating agency). the Table —J Step 3'. Select filters 4ssiga a Name 2'. Select Collnnns to Step 4: Select Sort options ■ B B O ■ Step 6: Run the report Generating a Custom Report in QRyde 0 Fitchburg Consort Confidential and Proprietary 12025 31. •TOP IIemS b/Aevmue r T, SMespenmily Rem:ue iwa a ra m.n ■ . w..l.»T,.m.q nem cn•wy s, • Ability to Create Own Reports QRyde Reports also have an Ad -Hoc reporting module that allows the users to create, format, and print their own reports based on any data element contained in the database. All QRyde Reports can be exported into file formats viewable on a web browser or viewed and edited with standard office software (e.g., Word or Excel versions used by the participating agency). the Table —J Step 3'. Select filters 4ssiga a Name 2'. Select Collnnns to Step 4: Select Sort options ■ B B O ■ Step 6: Run the report Generating a Custom Report in QRyde 0 Fitchburg Consort Confidential and Proprietary 12025 31. Beyond these reports, HBSS can customize more reports based upon the agency's requirements at an additional cost. 5:9 MARKETING AND OUTREACH MARKETING STRATEGIES HBSS will collaborate with the Agency in developing the marketing plan, which includes a marketing strategy, customer acquisition plan, and any related marketing collateral which will be needed by the Agency to develop the awareness of the On -Demand EV Ridesharing. The focus will be attracting and retaining users. We will work with the Agency and share best practices and lessons learned from previous On -Demand start-ups. The marketing plan will be updated based on customer feedback. Key elements of the marketing plan include: Pre -Launch Education and Awareness: Marketing during project implementation is about sharing the vision with future riders and helping them see the benefits for themselves, the community, and planet. Building anticipation and understanding will inform potential riders about the opportunities early in the project. HBSS will partner with the Agency and its demographic and institutional representatives to create awareness about the service. Specifically, we will work with social service agencies, retirement communities, nursing homes, religious entities, medical facilities, senior housing, adult day care, educational facilities, homeless shelters, and senior centers. In addition, we will coordinate with local businesses through the Chamber of Commerce. Marketing Flyer for a Client — The Montachusett Regional Transit Authority (MART) • Dedicated Online Media: We offer embeddable videos and tutorials which describe how to use the QRyde Rider App and the QRyde website. Each Agency may embed these on its existing transportation website. 0 Fitchburg Consort Confidential and Proprietary J 2025 32. SHOPRyde MSA Example of a Magnetic Decal Launch Events: Using focus groups comprised of selected riders in early testing of the branded QRyde Rider tools in the area will help spread the message by word of mouth. Online and Offline Channels: We recommend signage in the area at each Node (Stop) describing the program, how to request a pickup, program hours (when the program will start), who can use this program (everyone), fare information, how this service is different from a traditional bus, and the environmental benefits of ridesharing. We will aid local outreach by supplying screenshots and content. Example of a Shopping Flyer as Part of the Marketing Strategy PROMOTIONAL ACTIVITIES HBSS's promotional strategy will be to utilize the existing Agency assets to provide the required services for On - Demand EV Ridesharing. The current HBSS technology integrated with its GSE along with the QRyde Rider and Driver Apps will be utilized to facilitate the service. We use Facebook, Linkedln, and other social media. If desired, we will feature the project in a story to post on social network pages and/or in our monthly newsletter. © Fitchburg Consort Confidential and Proprietary 12025 33. fl Sam sQuaola. Ftl TCity Cowldlm-al 4 w uk. 'o — a Sam 5que114. FXCMwry City CwlKllwr tia a ... !S .. o" y '_ aas pannnep calla .. to tiller Mees to t. lo. In Fo,ti g b g ofwo s. pfa�o,i v M es5enllil servlws InN M1s MIGOT2l5M1 P11o1 Pgxl. Rees on Ia aecketl oMemano or Inaevance wlln lae ORyM Sam Squailia, wee.app. on me weo. ei ny olunq ow oRyae olspamn al a9eal&soot. Fitchburg City ouen9 ll onaWl amen nava will ce peeormeel« tree Ilse all MART Councilor -at -Large Tae-oRym Riser app lz a.auaae to aownloao to lmlosam Mo ma antes. "I. on T[ app calla IM "MPRs Mlao To,., mmebely to book i lnp. Xoi— „ kg on „K ,Mp i1, avdlla.11Me.gh jhlllpsIlyow oml Mout 1nnP5 �.martrrvuooryeerumiJ l Ww. Tae aeMee MII Ge avallaale MwMdy{Ilaay Loll 7.. -1 pm aldllllg Monear Pyll t mn. vaeoz voeo Events Roles Plloloz commomry Neesue plwlo cmbry 1 Example of Facebook Ad SUCCESS OF MARKETING EFFORTS The success of marketing efforts for the On -Demand EV Ridesharing can be measured through a combination of key performance indicators (KPIs) and feedback mechanisms. These indicators will help gauge the effectiveness of our marketing strategies and customer engagement. Here are some ways to measure success: • Rider Acquisition: The number of new riders who sign up for the service is a direct indicator of the success of our marketing efforts. An increase in registered users demonstrates the effectiveness of our marketing campaigns. • Customer Feedback: Soliciting and analyzing customer feedback is crucial. Positive feedback regarding the ease of use, convenience, and overall experience indicates that our marketing accurately portrayed the service and its benefits. • App Downloads: Monitoring the number of downloads for the QRyde Rider App will indicate the level of interest generated by our marketing campaigns. The combination of these quantitative and qualitative measures will enable us to continually evaluate the success of our marketing campaigns and make data -driven adjustments as needed to optimize our strategies. 5.10 TRANSITION PLAN AND TIMELINE To ensure a smooth transition as Rosemead phases out its current transit services, the Fitchburg Consortium proposes a comprehensive transition plan that focuses on minimizing disruption and enhancing coordination with existing public transportation systems. Below are the key components of the transition plan: • Seamless Coordination: Establish robust communication channels with nearby transit networks to facilitate integration and service continuity. • Stakeholder Engagement: Involve community stakeholders, including residents, local businesses, and transit authorities, to gather input and address concerns. • Service Continuity: Ensure that alternative transit options are in place before the phase-out of existing services. The Fitchburg Consortium is committed to ensuring a smooth transition as Rosemead phases out its current transit services. By focusing on seamless coordination with existing public transportation systems and actively engaging with the community, we aim to minimize disruption and maintain essential mobility options for all residents. PROJECT SCHEDULE The Fitchburg Consortium understands the critical importance of adhering to the timeline for launching the service with the agency. Our project plan is meticulously designed to ensure that we achieve a full or near -full system launch by the specified date. We have a proven record of accomplishment of implementing similar transportation solutions efficiently m Fitchburg Consort Confidential and Proprietary J 2025 34 and on schedule, and we are committed to delivering a seamless service that aligns with the County's objectives. Our experienced team will work closely with the County to ensure a smooth transition and successful launch, providing residents with the high-quality, on -demand rideshare services they deserve. The numerous factors that influence the length of a project's timeline include the size of the project (e.g., town, county, city, and state-wide implementation), the volume and complexity of the historical data that requires migration, fare structures, the complexity of the scheduling engine, number of vehicles, number of partners, etc. Consortium will follow the installation procedures and schedule below. The schedule will be finalized during the System Review/Business Process Analysis. Consortium will work closely with the Agency contract operator and technology staff during the installation and deployment of the proposed solution(s). Acceptance Testing: An Acceptance Test Procedures (ATP) document will be provided to test the hardware and software components in the field. Consortium will submit the ATP to the deploying agency at least three weeks in advance of any intended testing. Consortium facilitates and leads 3 stages of testing: • Functional Testing: Consortium will conduct functional tests to demonstrate that all functional and operational requirements and specifications applicable to the device/subsystem have been delivered • Pilot Testing or Public Beta Testing • System Acceptance Testing (SAT). Vplc = e� 1Q Z Qz .sem c" 000 -Cb a .L°r Ny : QUO Y Week 1-6 L Week 3-5 rWeek 2-6 Q 00 G••• •• CI0 3 , v C oC C. ,�C °c 2 .c Week? -9 — —I� Week 410 Week? -11 0 Fitchburg Consort Confidential and Proprietary 12025 35. The Fitchburg Consortium will follow the installation procedures and schedule listed below. The schedule will be finalized during the System Review/Business Process Analysis. The team will work closely with the agency -contract operator and technology staff during the installation and deployment of the proposed solution. Project Kick-off. The project team will visit the agency offices to meet with all stakeholders and project members in the fust week after the contract -sign date or notice to proceed. Business Process Review: This process will require requirements gathering, business process overview, daily work schedule chronology, the agency/vendor-relationship assessment, access controls, etc. This typically takes one week at the client's site and usually overlaps with project kick-off whenever possible. Customizations Completed: Customizations arising from the business -process -review phase are designed, engineered, and implemented. Site Hosted: The site will be hosted as soon as the project kicks off. It will involve setting up the virtualized environment in the HBSS server (hosted solution). Introductory Training: HBSS will provide an initial training to all staff so that they become familiarized with the proposed software and/or hardware. Data Migration: HBSS will work with agency staff to evaluate the current database and develop the appropriate data conversion process that converts existing information to its QRyde system. Acceptance Testing: the agency will assign a designated user to perform acceptance testing for the software and report any issues in the HBSS provided Service Desk. The HBSS engineering team will interact with the agency designated project manager to ensure all issues found are fixed in a timely manner. Final Customizations: Any additional customizations required will be completed and the site will be handed over to the agency for final acceptance testing. Ongoing Training: HBSS will provide operational training to all staff on-site (if preferred), preparing them to use the software for their daily work activities. All training will also be available via on-line remote tools. Final Acceptance Testing: the agency designated staff, in partnership with HBSS, will perform final acceptance testing to provide the green light to Go Live. Go Live: In this stage, the project will be live, ready to be used by various users to start building the routes, creating daily manifests for the drivers, and adding customers, etc. Final Business Process Review: A final business review will be performed on site to close out the project. Follow-up Training: HBSS performs follow-up training after the site goes live to refresh staff on functionality, fill in any missing pieces or information, and to provide clarifications. Project Completed: The project will be formally completed with a sign -off from the agency project manager and executives. INTEGRATION WITH TRANSPORTATION NETWORK COMPANIES (TNCS) The QRyde platform has the ability to integrate with a wide range of transportation service providers including public transportation, Transportation Network Companies (TNCS) and taxi companies. In addition to providing the APIs, QRyde can integrate with the TNC system to ensure continuous business operations. This involves calling TNC APIs for designated trips and successfully sending/offloading trips to TNCS. QRyde will provide APIs to TNCS to help them implement/send the status update, ensure that the status is updated in our solution and that the integration is successful. QRyde software already has integration with ride hailing companies/ TNCs. QRyde is currently providing similar mobility integration platforms in other communities. My Ride North Texas, for example, is using QRyde to integrate © Fitchburg Consort Confidential and Proprietary J 2025 36 over one hundred partner transportation service providers across sixteen counties in northern Texas. QRyde allows advanced booking options with Lyft. Trips can be booked for Lyft up to a week in advance. The final distance, time, and cost of the ride from the ride hailing API interface is captured by QRyde and stored in its system. The web portal also allows the user to track the status on the ride on a map provided by Lyft. Community users or caregivers can book rides on behalf of riders on the portal. Rides can be booked with the TNCs on the platform as required. IW Mdn 3FI1NWry, MA 015]0 U54 1N WpsI S. PotlIdsp M101<A, USA OgvIN. 1PIOM ,.+w a anon s..iirn. i.�ypYIb15YM foA M.. z.:. fo)s9M FneX WT 4ee W1.12.1 FSE"' -1 10:30 PM 10:35 PM •Ur 4Xn qR' 5935 21261 'iXxrsne[MWe MIW 1^9'ken Mmmwf.ne'M mk:mRM^eEF�..NM WRa OeE W�PtaMtlMO. 4NT4era[1BYam#nfa WF-4vnM1nllezn30 neurts. ntihtiem Yel�eveYi-J s1LLlMIrC.45 4. sumo aa..min' b aaw � vw r nw.nc xm...e.. nedaue>h m nmee:.h.w'.. Lyft INac tpp ANn $j CWnbi SC 3921U.W �615336fi05 Fbie nms.,+.w M1ry «m5 9�b Xo.s:NX] YsslbklJ p.b,: x;A I - .**r QRyde's Integrated Platform for Transport Network Companies 6. PROPOSAL COSTS SHEET AND RATES The monthly breakdown of costs each year is as follows: MonthlyYear Wise Operation, Year 1 Costs Per month $ 53,922.59 Year 2 Costs Per month $ 35,967.98 Year 3 Costs Per month $ 37,181.99 Year 4 Costs Per month $ 38,277.32 Year 5 Costs Per month $ 39,405.74 0 Fitchburg Consort Confidential and Proprietary 12025 37. Attachment F Transdev Proposal C*tramdev the mobility company PROPOSAL TO PROVIDE Micro -Transit and Ride -Hailing Services for the City of Rosemead LL 2025 c Proposal to Provide Micro -Transit and Ride -Hailing Services Table of Contents 1. Cover Letter 2 2. Profile of the Proposing Contractor 5 Transdev's History and Qualifications 5 Transdev's Vision and Mission Statement 5 Proven Capabilities 6 Financial Stability 8 Subcontractors 8 Pending Litigation 8 3. Experience of the Contractor 10 References 10 Transdev Microtransit Client Locations 12 4. Proposed Service Model 13 Project Understanding 13 Key Personnel 15 Proposed Approach 19 Service Implementation and Timeline 31 Operational Framework 41 Safety, Accessibility, and Environmental Responsibility 41 Performance Metrics 53 Staffing, Recruitment, and Training 53 Fleet and Maintenance 77 Proposed Technology 94 Incentive Program 109 5. Proposal Cost Sheet and Rates 116 Appendix 117 C*- rofLSCil2v 1 1. a Proposal Summary ° GOn behalf of the Tulare County Regional Transit Agency's Board of Directors, I would like to share our appreciation to you and the Transdev family. Our agency selected Transdev for not only its industry- leading service and experience, but more importantly the opportunity to build a partnership with Transdev to provide world- class and sustainable public transportation to the communities we are trusted to serve. Tulare County Regional Transit Agency • the mobility company 3 3 Proposal to Provide Micro Transit and Ride -Hailing Services 1. Proposal Summary February 19, 2025 Ms. Amanda Moreno Senior Management Analyst City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 RE: RFP No. 2025-01, Micro -Transit and Ride -Hailing Services Dear Ms. Moreno, Transdev Services, Inc. is excited to submit our proposal to the City of Rosemead to continue providing transit operations and to introduce microtransit services to the community. For the last four years, we have been proud to operate services for our shared passengers, and our team is looking forward to the opportunity to serve as your partner as the City's transit services continue to evolve. Although you have known us as First Transit, we are now a wholly owned subsidiary of and included in the Transdev family of companies and will refer to ourselves as Transdev throughout this proposal. However, we plan to continue to use the First Transit, Inc. legal entity as the official bidding entity and we've submitted our forms using this name. This allows for continuity of payroll systems, insurance programs, and tax fillings. We may harmonize legal entities in a future step, but in all other aspects we operate as one company. As our client partner, you now receive the best of both First Transit and Transdev, blended into one stable and supportive partner to help achieve your vision for service in the new contract term. Innovation, transparency and quality service delivery are priorities for our team. In addition, we now have access to global resources, increased information sharing, and industry leading experts in the future of public transit. Our approach to managing the changing transit services will be a continuation of our current relationship, emphasizing transparency, accountability, and regular communication. Proven Partner As the leading provider of public transportation in the U.S., Transdev brings innovation, expertise and best practices from around the U.S. to you. We have the knowledge and expertise to continue to support the City's goals and to elevate your transit operations to align with the needs of the passengers we serve together. Our team has in-depth knowledge of these essential services and experience with successfully transitioning from fixed route and dial -a -ride services to a microtransit operations. Transdev is prepared to assist the City during this exciting time of change and growth. We are the proven partner the City of Rosemead can rely on to see you through this time of change. C*trofisd v s Proposal to Provide Mic o -Transit and Ride Hailing Services Fleet and Maintenance Transdev will be responsible for acquiring, operating, and maintaining vehicles for microtransit operations in the new contract term. We will use our extensive purchasing power to ensure competitive pricing and provide best in class maintenance practices for the fleet from our facility in EI Monte. Strong Local Leadership General Manager Zack Deukmajian will continue to serve as the leader of our transit operation for the City. With over 15 years of transit operations and management experience, he has extensive knowledge of the local operating environment, and his engaged leadership has been instrumental to our successful service delivery. Zack takes great pride in his team and in delivering transportation that exceeds your expectations. Supporting Zack are Assistant General Manager Narcisa Montemayor Silva, Maintenance Manager Benjamin Casillas, and Safety and Training Manager Kelly Harris. Together, they work to provide safe, passenger -focused operations with fully vetted, trained Operators and a well-maintained fleet. Our strong team of established Managers, Operators, Dispatchers, Road Supervisors, Technicians, Utility Workers, and administrative personnel understand the City's service, know the community, and are prepared to continue their work into the new contract period. RideCo Microtransit Technology Solution Transdev will partner with RideCo to bring on demand technology experience and expertise to the City's new microtransit service, including operational implementation and optimization. We currently collaborate with RideCo on several projects across the U.S. and look forward to implementing the innovative changes they have prepared for the City. Uber Partnership Additionally, we will supplement service through our partnership with Uber, ensuring transit availability for all members of the Rosemead community. I will be your primary contact for this proposal, and I am authorized to negotiate a contract with the City and bind Transdev to this proposal's terms. Should we be fortunate enough to be chosen to continue as the City's partner, you have my full commitment to delivering the resources of this company in support of your transit services. If you have questions about our proposal or would like to schedule a follow-up discussion, please contact me directly at wc.pihl@transdev.com or 707.803.2954; or contact Director of Business Development Dave Smith at 707.694.3932 or davidandrew.smith@transdev.com. Sincerely, W.C. Pihl Senior Vice President of Business Development Transdev Services, Inc. 720 E. Butterfield Rd., Suite 300 Lombard, Illinois 60148 C*troi-6dPJ✓ Proposal to Provide Micro -Transit and Rido-Hailing SenAws Transdev Contact Personnel W.C. Pihl, Senior Vice President — Business Development Contact: wc.pihl@transdev.com, 707.803.2954 Dave Smith, Director of Business Development Contact: davidandrew.smith@transdev.com, 707.694.3932 CJjtrQf isde t/ 2. Profile of the Proposing Contractor 416 We highly recommend Transdev as a strong, dependable, and competent partner for our public transportation program. Not only is their local staff responsive, innovative, and reliable, their corporate support is unmatched, providing consistent technical support, training and recruitment resources. Transdev's quality of work and customer service consistently meets or exceeds our high standards and expectations of contractors. Tri -County Metropolitan Transportation District (TriMet) • tramcLew the mobility company 0 Proposal to Provide Micro -Transit and Ride -Hailing Services 2. Profile of the Proposing Contractor Transdev's History and Qualifications With more than a century of transportation experience in the United States, Transdev Services, Inc. is the leading private -sector, multi -modal provider of public transportation in the country. Our U.S. corporate headquarters are located in Lombard, IL, and we have experts in all key transit -related disciplines. Our experience spans a broad range of contract structures, from traditional operations and maintenance contracts to management contracts that include functions traditionally performed by the public transit agencies. We are an agile, flexible partner that can move quickly to assist the City with all of your mobility needs. Transdev has evolved from our humble beginnings as an on -demand transportation company founded in Baltimore over 100 years ago. In 2023, we acquired First Transit, which was founded in 1955. As the largest transportation contractor in the U.S., Transdev now has approximately 32,000 employees operating over 17,000 vehicles for more than 400 contracts in 45 states. Founded in 1909 and . incoporated in 1986 t t Rt h �t~ 32,000 employees nationwide I We deliver virtually every type of ground transportation service, including fixed route, BRT, paratransit, microtransit, commuter bus, university shuttle, student transportation, airport shuttle, commuter rail, light rail, and streetcar services. Further, we provide ADA paratransit eligibility determination services, travel training, non -emergency medical transportation (NEMT) brokerage services, mobility as a service (MaaS) solutions, and in -plant bus inspection services. Transdev's Vision and Mission Statement Transdev's mission is to empower freedom to move for everyone, every day, thanks to safe, reliable, and innovative solutions that serve the common good. This places us at the heart of everyday life and makes us a key player committed to serving community interests, developing local services, and protecting the environment. Because ve are people serving people, we are committed to protecting human rights in our activities and in all stakeholder relations. C*trQnsd.e / Proposal to Provide Miero-Transit and Ride -Hailing Seances Everything starts with uncompromising safety. Caring forthe safety of our employees and passengers is the most important thing we do and the primary lens that we operate through. Passenger experiences adapted to the moment. Passengers have high expectations, and we have solutions to improve those expectations measurably. Our operating performance is exceptional. Transdev gathers the best practices from our experience and operations worldwide. Hear from our Ft. Bend, Texas, General Manager Julia Saldana, who shares how our mission to empower freedom helps us serve our communities and the common good. ❑ : jii., ❑ ❑ °o Our rigorous fleet maintenance program protects valuable assets. Through developing proprietary platforms, we have pioneered a maintenance approach that ensures the longevity of transit vehicles and extends the lives of our clients' fleets. We invest in our people and are committed to diversity and inclusion. Our wages, benefits, and training programs ensure we hire and retain the best employees. At all company levels, we treat others with respect and dignity regardless of race, gender, sexual orientation, age, ethnicity, physical abilities, religious beliefs, veteran status, and life experiences. Proven Capabilities Throughout our 100 -year history, Transdev has demonstrated our ability to manage, operate, and improve transportation systems of many sizes, fleet types, and levels of complexity. Our operating partners include city and county governments, transit agencies, municipalities, airports, universities, and private companies. We have unparalleled experience in virtually every type of service delivery model. Transdev is a company known for our creativity and willingness to reinvent operations in response to a local need or condition. In some locations, Transdev provides facilities and vehicles. In others, we operate services with our clients' resources. We are not restricted to a single approach to conducting business. If an agency wants to explore a different approach to delivering services, we have staff with directly relevant experience to support such an effort. Microtransit Experience Transdev operates on-demand/microtransit services throughout the U.S. and the world. Our Business Solutions Innovation Team selects the right technology for our clients' systems. The team includes IT experts who assess service needs and data and configure, deploy, test, and manage microtransit and on -demand service platforms. Transdev operates microtransit dispatching services and operations using RideCo, TransLoc/DoubleMap, Spare, VIA, and client -provided technologies. C*trQfisdev Proposal W Provide Micro -Transit and Ride -Hailing Services California Experience Transdev operates over 55 contracts in California. Our deep experience in California gives us a thorough understanding of the current transit operating and regulatory environments. We have the tools and regional expertise to smoothly transition and manage these services successfully with valuable resources nearby through our operations throughout California. Fixed Route Experience Cresoant Clly oo O Fix d R.We Transdev operates several of the largest O Peratransit m Amaaa O Maintenance COD ReddlM O Streetwr/Rail (CA), Denver (CO), Fairfax County (VA), o Airports oa Napa 0 O NEW Santa Rose 40 O Autonomous Vehicle Napa 00o�WoodleM O Brokerage Vallee M O school aus sen Ralado �Vamalae OShutbe Oax aM OO San Frar,[isco Co Co,rurd O ADA Eligibilhy Antloch san MMeo O srs,(aa m Lo® 0 VehiGe Services San Ca C[) ° Mountain View O Transit Manaw,nant Sarna Cnam eo Modesto LNer =o 03Waan Jose O operations control Center Cuperuno0 O Microtransit Los Gems 0 OlJMerwd O Maas Sen Luis Mb poo Transdev's Operating and Management Philosophy Transdev's operating and management philosophy is to empower our local management teams and employees. We challenge ourselves each day to exceed our performance and our clients' standards. To support our local management teams, we provide an extensive network of corporate resources, including Operations, Maintenance, Safety and Training, Human Resources, Information Technology, Marketing, Planning, and Environmental Services, whose sole purpose is to work with our local teams. A critical component of all quality control programs is the effective management of the workforce. As part of our Quality Control Program, General Managers provide continuous feedback and conduct annual written evaluations to ensure our staff meets our high standards and maintain open communication with employees. We@Transdev Transdev developed our We@Transdev management model to build our talent and create a shared work culture. We clarify the behaviors we seek in our Managers and consistently evaluate talent, create career development paths, and review our teams. It guides retention, skills development, and succession planning at Transdev locations worldwide. M—Pa*0 00 ca Ie Transdev operates several of the largest Montar�pam o oAlnambra contracted fixed route bus operations in the °°"�d " m °w me United States, including contracts in Arcadia LosW ORosern.d gn inglawod�OPar .nt (CA), Denver (CO), Fairfax County (VA), No walk Asa Barra ap BNlllawer i°Rlverslde Osan Clrnwn@ Houston (TX), Las Vegas (NV), Los Angeles O w $e^Diawoo ®� (CA), Nassau County (NY), Orange County (CA), Phoenix (AZ), San Diego (CA), Twin Cities (MN), and Everett (WA). We also operate many medium-sized and smaller operations. Transdev's Operating and Management Philosophy Transdev's operating and management philosophy is to empower our local management teams and employees. We challenge ourselves each day to exceed our performance and our clients' standards. To support our local management teams, we provide an extensive network of corporate resources, including Operations, Maintenance, Safety and Training, Human Resources, Information Technology, Marketing, Planning, and Environmental Services, whose sole purpose is to work with our local teams. A critical component of all quality control programs is the effective management of the workforce. As part of our Quality Control Program, General Managers provide continuous feedback and conduct annual written evaluations to ensure our staff meets our high standards and maintain open communication with employees. We@Transdev Transdev developed our We@Transdev management model to build our talent and create a shared work culture. We clarify the behaviors we seek in our Managers and consistently evaluate talent, create career development paths, and review our teams. It guides retention, skills development, and succession planning at Transdev locations worldwide. proposal to provide Micro -Transit and Ride -Hailing Services we@transdev Digital and Technology Orientation Encourage and Embrace Innovation and Initiative Agile and Continuous Learning IFDisplay Courage and Instill Trus[ Financial Stability Financial Condition With an annual revenue of more than $2.6 billion, Transdev's financial strength and stability are unparalleled. We have the financial wherewithal to fund all ongoing operations and maintenance throughout the term of this agreement. There are no known conditions (e.g. bankruptcy, pending litigation, or planned office closures) that would inhibit Transdev from doing so. Long Term Partnerships Every major national firm providing contracted services can boast a resume supporting its efforts to serve the City. What distinguishes Transdev from our competitors is our reputation and portfolio of long-term clients that have partnered with us for decades. Several of our clients span over half a century. Subcontractors 49 contracts of 15-20 years 43 contracts of 21-30 years 5 contracts of 50+ years 1 Transdev will not use subcontractors for the performance of this contract. We will use Uber as an overflow supplemental provider. Pending Litigation Transdev operates multiple modes of transportation under hundreds of contracts throughout the U.S. We employ approximately 32,000 employees, operate hundreds of buses and other vehicles in our many operations, and transport millions of passengers annually. C*trwisdov Proposal to Provide Micr Transit and Ride -Hailing Services In the ordinary course of business, despite an excellent safety record, Transdev is a party to claims and legal proceedings primarily concerning small third -party claims for injuries and damages alleged to have occurred in the provision of transportation services and employee claims involving personnel and labor relations issues. None of these claims or proceedings is material to Transdev's financial condition or ability to perform the services that are the subject of the current Request for Proposals. C*tror6cle / 3. Experience of the Contractor IfiG Asa result of the combined efforts of the Transdev and LYNX teams we have seen a marked improvement in on time performance, customer service, maintenance of the fleet and overall employee morale in a very short time. From before day one, Transdev has supported the success of this W m x contract and is showing themselves to be strong and stable partners. They truly understood our s vision and goals for our services.... Our community is pleased with our selection of Transdev for these critical services and I would recommend them to other public transit agencies considering hiring them for their mobility services. Central Florida Regional Transportation Authority (LYNX) C*-tIWISCLe'V the mobility company Proposal to Pmvide Miuo-Transit and Ride Hailing Services 3. Experience of the Contractor References We encourage you to contact any or all of the references listed below regarding Transdev's performance. Public Municipalities WeRide - Cities of Avondale, Goodyear, and Surprise, AZ The Maricopa Association of Governments in Arizona sought a microtransit solution to address demand efficiently. The WeRide RIDE micro transit pilot initially served the City of Avondale. With the pilot's success and increasing demand, the Association fully implemented the WeRide service in 2022. WeRide now also serves the Cities of Goodyear and Surprise. We average 385 daily trips in Avondale, 200 daily trips in Goodyear, and 130 daily trips in Surprise. Our goal was to meet 100 trips per day in each city, and we continue to exceed it. We staff Service Ambassadors who regularly engage with the community, provide outreach and support for WeRide services, and ensure we meet the passengers' evolving needs. Transdev worked with RideCo to identify strategic pick-up and drop-off points as part of the service design. The strategic locations within each zone ensure that passengers walk no more than 10 minutes to get to their ride and facilitate seamless integration into the Valley Metro fixed route system. Contact: Matthew Dudley, Transit Manager, City of Avondale; 395 E. Lower Buckeye, Avondale, AZ 85323; 623.333.6233; mdudley@avondaleaz.gov City of San Gabriel, CA Since 1991, Transdev has been providing transit services for the City of City of San Gabriel. Our team of six employees operates four San Gabriel vehicles that provide on -demand transit services for the San Gabriel community with an average daily ridership of 45 passengers. Transdev partnered with RideCo to develop and implement the RideSG microtransit service and the RideSG+ service for ADA -qualified passengers. Through our partnership and RideCo's innovative technology, the RideSG app provides easy booking and ride tracking capabilities for our passengers. Contact: Rebecca Perez, Director of Parks and Recreation; 4337 Rowland Ave, EI Monte, CA 91731; 626.308.6263; rperez@sgch.org C*t afisdPv 10 Proposal to Protide Mic Transit and Ride -Hailing Services City of Pasadena, CA Transdev has been providing both fixed route and demand response services for the City of Pasadena for more than 20 years. Our 90 employees operate and maintain 36 City -owned vehicles. We provide over 1 million trips per year for this vibrant community. Our successful long-standing partnership is reflected in the most recent customer satisfaction survey, with an "overall satisfaction rating" from this client of 10 on a 1-10 scale. The client has recognized Transdev for our strong operating performance and commitment to cultivating an inclusive and diverse culture. We have also helped the City incorporate new technologies into their services, including scheduling software. PAJ'ADENA Contact: Valerie Gibson, Transit Manager; 303 North Allen Avenue, Pasadena, CA 91106; 626.744.6267; vgibson@cityofpasadena.net City of Moorpark, CA In 2022, Transdev began partnering with the City of Moorpark to implement a microtransit pilot program . The pilot program has seen such success that Transdev's contract was extended and the microtransit operation is now a permanent transit service offered to the community. MCT On Demand provides safe, efficient, and flexible transit services in ADA -compliant vehicles for passengers. Scheduling rides is easy through the app, online, or by phone. We transport nearly 100 passengers daily and ridership continues to increase. Contact: Michelle Woomer, Senior Management Analyst; 323 Science Dr, Moorpark, CA; 805. 517.6233; MWoomer@MoorparkCA.gov Private Sector Clark County Department of Aviation at Harry Reid International Airport (LAS) - Las Vegas, NV Since 2007, we have partnered with the Clark County Airport System in Las Vegas to provide curbside attendants and shuttle transportation services between terminals and the consolidated rental car agency facility at Harry Reid International Airport. In 2024, we provided nearly 7 million passenger trips. <400 Arriving car rental customers are transported to their vehicles by dedicated Harry Reid Rent-A- Car Center shuttle vehicles for the three-mile trip to the car rental company of their choice. Shuttle buses depart from the terminals to the car rental facility every five minutes. Contact: Imelda Perez, Manager; 60 East Arby Ave., Las Vegas, NV 89119; 702.261.7022; imeldap@lasairport.com `The local team is courteous and professional. They are always responsive, have great attention to detail, and a desire to help us meet our goals regarding customer service delivery."— LAS Airport C*trat,6dew 11 Proposal to Provide Micro -Transit and Ride -Hailing Services Transdev Microtransit Client Locations Our U.S. microtransit operations include app -based demand -response microtransit service for the following locations: Client and Microtransit Service Location Technology City of Avondale - WeRide Avondale, AZ zzl'z City of Goodyear - WeRide Goodyear, AZ City of Montgomery - The M: Microtransit Montgomery, AL Wz23% City of Plymouth Plymouth, MN Spare Labs City of San Gabriel - Ride SG San Gabriel, CA City of Surprise - WeRide Surprise, AZ az2i� Delaware Transit Corporation Wilmington, DE Via Eastern Contra Costa Transit Authority - Tri MyRide Antioch, CA Via Gwinnet County Transit - Ride Gwinnett Atlanta, GA - Napa Valley Transportation Agency Community Shuttle Napa, CA TapRide Nassau Inter -County Express - NICE Mini Nassau County, NY Spare Labs Riverside Transit Agency - Go Micro Riverside, CA zaez Omnitrans San Bernadino, CA Z"o Orange County Transportation Authority - OC Flex Orange, CA River Parishes Transit Authority River Parishes, LA Cityway San Mateo County Transit - Ride Plus East Palo Alto, CA Cityway SouthWest Transit Eden Prairie, MN Spare Labs Transit Joint Powers Authority for Merced County Merced, CA ' • Tulare County Regional Transit Agency Tulare, CA Via C*tronsdev 12 4. Proposed Service Model 4116 I am in awe of what would normally be a bunch of 'talking heads' (executives and co-founders) in most organizations actually rolling up their sleeves and working to do whatever it takes to get thejob done. I mean, decision makers actually making decisions that have an immediate impact... If our customers could see what I saw behind the scenes they would have the utmost confidence in us! I look forward to a very long PARTNERSHIP with Transdev. Dallas Area Rapid Transit C*txamdov the mobility company A 9 Proposal to Provide Micro -Transit and Ride -Hailing Services 4. Proposed Service Model Project Understanding As the City of Rosemead's transportation services partner for the past four years, Transdev is uniquely qualified to continue serving our shared passengers and transitioning to a microtransit operation. We will provide a fleet of new vehicles and collaborate with RideCo to provide on demand technology, including an easy- to-use passenger app. We will ensure that the City's microtransit service will serve the Rosemead community's transportation needs, providing accessible, door-to-door service as required. Our well-trained Operators will provide on -demand, dynamic transportation that will improve community access. Experienced, Established Leadership General Manager Zack Deukmajian will continue to lead our City of Rosemead operation. Zack is committed to moving the City's transit services to the next level. He has established the right foundation of service quality expectations and is looking forward to continuing this partnership and building on our shared successes as the City's services evolve. Senior Vice President Doug Gies and his team of regional experts in Operations, Maintenance, Safety and Training, and Human Resources will continue to provide resources and expertise to Zack and his local team. Our regional support staff are on-site regularly to visit City staff and audit our performance. Transdev will continually review service data to identify trends and potential improvements and share these findings with the City. RideCo Implementation Transdev will partner with RideCo for the technology component of our innovative microtransit service proposal. Transdev successfully collaborates with RideCo at several RI DECO operating locations, as previously described. Our relationship with RideCo will benefit the City through proven service experience, industry expertise in microtransit operations and technology, and best practices to ensure success for the City's microtransit service. A critical aspect of our overall value proposition is technology: the RideCo platform will enable fully automated scheduling, dispatching, and reservations for the microtransit service. Passengers will benefit from the following solutions and offerings: • App -Based Booking Process: Intuitive app for easy booking that offers automated trip negotiation and guaranteed pick-up times with integrated ETAs for unparalleled customer experience. C*tronscle✓ 13 Proposal to Provide Micro Transit and Ride -Hailing Services • Continuous Optimization: Trips are offered to passengers based on actual capacity and slack in the schedule, which is facilitated by RideCo's continuously optimizing scheduling solution. • Intuitive Operator Experience: Operators are guided throughout the day by an intuitive in -vehicle application with in -app navigation and limited manual trip data collection to ensure they are focused on the road. • Unparalleled Data and Reporting: RideCo's data, reporting, and dashboards provide unique insights into the performance of services and are used by RideCo's clients and support team to ensure that services are delivered according to expectations, and objectives are met. • Partnership through Planning and Data Analysis: Our RideCo partnership includes planning services to align technology and operational policies to meet objectives of other on -demand transit zones, paratransit services, and potentially comingling of ADA and on -demand microtransit services. Maximizing Service Availability through Uber Transdev will implement the use of Uber as a subsidized service for the City's microtransit operation. We have seen success in this venture at other contract locations and look forward to its beneficial assistance for the City. Please note, trips that require wheelchair accessible vehicles will continue to be provided by our dedicated Operators in ADA -compliant vehicles. Fleet Responsibility The City will continue to benefit from Transdev's commitment to providing the highest quality management, resources, and support for the fleet. Our robust fleet maintenance program protects valuable assets. We have established a maintenance approach that ensures the longevity of transit vehicles and extends the life of the fleets by developing proprietary platforms and leveraging experience, industry connections, and operations expertise. Our Maintenance team and robust preventive maintenance practices ensure the fleet is safe, reliable, and comfortable. Transdev will be responsible for acquiring, operating, and maintaining vehicles for microtransit operations. We will use our extensive purchasing power to ensure competitive pricing and provide best in class maintenance practices for the fleet from our facility in EI Monte. To ensure accessibility for our shared passengers, all vehicles will be ADA compliant. Additionally, Transdev will continue to be responsible for fueling and cleaning the fleet. Passengers will feel confident that they will get where they need to be, when they need to be there in a clean, well-maintained vehicle. C*i traflsclev 14 Proposal to Provide MkraTransit and Ride -Hailing Services Well Vetted, Professionally Trained Operators Operator applicants must successfully pass our stringent hiring requirements and a seven -step screening process to be considered for our team. Once hired, our proven Professional Operator Training Program (PODP) teaches Operators to safely maneuver vehicles of all sizes, while providing friendly, passenger -focused service. Transdev Operators are trained in CDL standards, while also receiving hands-on training in the operating environment through a comprehensive behind -the -wheel training program. Continued Partnership to Grow the City's Service Selecting Transdev to continue as your operating partner eliminates the risks, challenges, service disruptions, and increased costs associated with transitioning contractors. Rather than have a brand-new management team trying to learn the City's operation and establish new relationships with employees and the community, our current management team will focus on continuing to provide excellent service and implementing the new service outlined in this proposal. Key Personnel General Manager Zack Deukmajian General Manager Zack Deukmajian has over 22 years of management experience, including 16 years of transit operations and management experience. He has developed a strong and collaborative working relationship with his management team, employees, and the City. Zack is innovative, resourceful, and goal oriented. He has extensive leadership and performance management experience. Zack is also multilingual; he speaks English, Spanish, French, Arabic, and Armenian. Assistant General Manager Narcisa Montemayor Silva Narcisa has 16 years of transit industry experience, including 14 years in management roles. She started her transit career as a Dispatcher for paratransit operations in Visalia, CA and then served as an Office Administrator for the City of Visalia's paratransit eligibility program. Narcisa joined our company in 2011, serving as Project Manager of our Imperial Valley Transit operations for seven years. Narcisa is responsible for ensuring safe, dependable, passenger -focused services every trip, every day. C*-trcfisdRv is Proposal to Provide Micro -Transit and Ride -Hailing Services Safety and Training Manager Kelly Harris Kelly Harris manages all safety and training activities and associated compliance tracking for the City's services. Kelly has over seven years of experience in public transportation safety and training. Kelly began her career as an Operator providing her with valuable experience with and understanding of this role and its responsibilities. She is skilled at delivering information in a way that Operators understand and can retain so that they display safe, consistent driving behaviors and provide excellent customer service. Maintenance Manager Benjamin Casillas Benjamin began his transit career as a Technician and was promoted to Maintenance Manager in 2020. He ensures exceptional maintenance for the City, extending the life of the fleet. Benjamin will continue to provide direct maintenance management oversight for the City's fleet, including all repair and cleaning activities, personnel management, safety and security oversight, asset control, parts inventory, and implementation of continuous process improvements. Regional and Corporate Support Team While it is the responsibility of the onsite General Manager to deliver the commitments of our contract, Transdev's system of checks and balances ensures accountability in achieving and exceeding the expectations of our customers and clients. Transdev has an established oversight and support team of senior managers who ensure the City's expectations are met, our procedures are followed, and our overall performance is within the standards established by the contract, laws, and Transdev's internal standards. Transdev's corporate and regional support staff have regular onsite visits and virtual meetings with our local team to review key performance indicators and challenges and receive hiring and recruiting updates. During these meetings, Senior Vice President Doug Gies and his regional team work with our local team to determine strategies for service improvement. P -1 (:*transdav Key Management Team Transdev mentors our key personnel and provide them with professional development programs, including access to our Learning Management System and leadership training. Please see our Appendix for details regarding RideCo's project team. C* trofisdEv 16 Proposal to Provide Micro -Transit and Rido-Hailing services Senior Vice President Doug Gies For the City, Doug will continue to ensure the local Transdev team has the resources they need to meet and exceed performance standards. He is the liaison between Transdev and City. Doug will be available during the implementation of the microtransit system, and throughout the contract `- term to maintain quality service and client satisfaction and resolve any:y operational issues. ' Doug has nearly three decades of transit industry experience, including 15 years I in senior operations management roles. His extensive background in transit It operations allows him to support our local teams and clients in finding solutions to operational challenges and strengthening our performance. Doug holds a Bachelor of Science in Business Administration from the University of Nebraska. Regional Director of Safety Jerome Rogers Jerome works closely with our Safety and Training Manager and General Manager to address and resolve safety issues. This includes supporting safety event oversight and investigation, implementing strategies to mitigate future safety issues, and providing training for local management and instructors. Jerome has more than 25 years of transportation management experience and 15 years of safety and risk management experience. His expertise includes risk management investigations, safety training, occupational and on -road safety, and environmental safety. Jerome is the local team's primary safety support resource for this operation. Senior National Director of Maintenance Joel Ross Joel assists local managers with maintenance issues and ensures adherence and compliance with contractual, company, and regulatory requirements and standards. Joel has more than 40 years of maintenance industry experience and works closely with each maintenance department to develop and maintain proactive maintenance policies to support safe vehicle operations. He ensures all personnel are appropriately trained and understand the City and Transdev's high maintenance and vehicle cleaning standards. Joel administers regular audits for compliance with environmental laws and reviews our preventive maintenance compliance, documentation, and reporting. Regional Director of Human Resources Donna Diaz For the City, Donna brings corporate personnel initiatives to the local operation and helps recruit and retain employees. Donna supports our Rosemead operation with hiring/recruiting, payroll, employee benefits, and employee performance management issues. She is responsible for helping our local teams ensure compliance with all federal, state, and local labor regulations as they manage daily operations. C*tronsdev 17 Proposal to Provide Micro -Transit and Ride -Hailing Services Donna will provide onsite support and work with the City team to implement corporate initiatives, audit personnel records for legal compliance, and assist in employee disciplinary actions and appeals. Donna has 18 years of human resources management experience. Learning and Development Manager Nancy Portincaso For the City, Nancy implements our Learning Management System (LMS) program to help our employees improve their skills and advance their careers at Transdev. Nancy has over 25 years of business experience and in-depth knowledge of adult learning theory, learning models, and transferring business needs into educational objectives. In addition, Nancy has experience developing diversity, equity, and inclusion learning programs to support corporate vision and values. Corporate Drug & Alcohol Program Manager Esther Avalos Esther assists our local Safety and Training teams to ensure a drug and alcohol -free workplace. Esther has extensive experience as a Drug and Alcohol Program Administrator and educator. Her more than 20 years in this field include serving as a certified trainer and a liaison to the United States Department of Transportation, the California Highway Patrol, and the Federal Transit Administration. Vice President of Business Technology Christopher Bryan Christopher will assist with integrating RideCo into Transdev's proprietary systems Christopher provides technical support to evaluate and optimize system performance and our local team's use of transit technology. Christopher supports our local teams and explores ways to enhance productivity and system effectiveness through the improved use of technologies. Before joining Transdev, Christopher worked for the Trapeze Software Group for nine years. He oversaw the development of several products and was involved in more than 100 implementations of Trapeze's line of products. Christopher has a Bachelor of Arts in Business Administration from the University of Texas at Austin. Manager of Technology Services Yves Tang Yves will assist with installing, configuring, training, and managing software components for the City, alongside Christopher. Yves is an expert in transit software. He has more than 20 years of transit experience with exceptional knowledge of ADA paratransit and call center operations. Yves leverages his technical and operational expertise to manage the Technology Services team. He oversees onsite assessments, project management and customer support. C*trOf15C(!?JJ 7s Proposal to Protide Micno-Tmnsit and Ride -Hailing Senrices Further, Yves manages his team's hardware and software implementation, configuration, and training efforts. He works closely with local management teams to identify areas where efficiencies can be gained, helping to ensure we are meeting contractual performance goals. Proposed Approach Daily Operations Cycle Our daily operations cycle, described in the following sections, details each major step of our daily service delivery approach, including the primary personnel responsible for its success and their associated responsibilities. Service Preparation Our daily operations will begin with extensive preparation one to two weeks before service to ensure adequate staff coverage and the availability of a clean, reliable fleet. The management team will review scheduled vacation time and employees out on leave to anticipate coverage needs. This effort also includes maintaining an accurate employee roster, adding new staff, and removing employees who have been terminated or resigned. With this information, they can examine the next two weeks' schedule and address any staffing shortages or run cut needs. C*trctnsle is Proposal to Provide Micro -Transit and Ride -Hailing Services They will ensure coverage for all routes and assign Operators to vehicles and routes, as well as prepare all paperwork and/or devices for the Operators' use during service. Operator Check -In Operators will check-in each day at the facility. A Dispatcher will be on-site to conduct a fitness - for -duty check. A fitness -for -duty check ensures our Operators are ready to provide safe, professional service for our passengers. This check will ensure they are well rested, not under the influence of drugs or alcohol, do not display any symptoms of illness, and are in possession of all requisite licensing and certifications. Operators who are deemed unfit for duty will be sent home. Operators suspected of being under the influence will be subjected to a drug and alcohol test. During check-in, our Dispatch team will also ensure each Operator meets our appearance standards, including wearing an approved uniform. If the Operator is not in the appropriate uniform, if the uniform needs repair or washing, or if the Operator falls short of hygiene standards, they will be sent home. Pre -Trip Inspection Pre -trip inspections are a critical component of our safety approach. Pre -trip inspections enable our Operators to identify vehicle safety issues before beginning service delivery. This approach minimizes the potential for accidents or in-service vehicle failures, which keeps our passengers and employees safe — our highest priority. Early identification of mechanical issues also reduces costly repairs associated with unscheduled maintenance. Once Operators check in, they will walk to the yard and retrieve their assigned vehicle to perform a pre - trip inspection. The Operator will follow a thorough checklist during the inspection which covers key areas on the vehicle interior and exterior. The Operator completes the inspection form, including their name, the vehicle number, date, odometer reading, and other relevant information. The Operator will then record any deficiencies discovered during the inspection, including notes regarding what was heard or seen. The pre -trip inspection typically includes a visual inspection of the vehicle, including identifying obvious defects, confirming interior and exterior cleanliness, checking the engine compartment for leaks, and assessing tire tread depth. The Operator will also perform the following steps: • Start the vehicle, listening for unusual noises • Check the dash lights and gauges • Check headlights, turn signals, four-way flashers, and head sign C*tro -6dev 20 Proposal b Provide Micro -Transit and Ride -Hailing Services • Operate the front and rear doors • Check the passenger buzzer and stairwell lighting • Exit vehicle and check exterior lighting • Check the braking system • Check the climate control system • Cycle the wheelchair lift; no vehicle is allowed into service without a functioning wheelchair lift • Confirm operability of all relevant functions of technology systems The inspection checkpoints will follow the order of the Operator's progression around the vehicle, which reduces the potential for injury and increases efficiency. For any defects discovered on pre- or post -trip inspections or during service, our team will complete and submit a work order form to Maintenance in a timely manner. If the Operator discovers a safety defect, they must immediately contact a manager or supervisor. A manager or supervisor will assign a new vehicle to the Operator and contact Maintenance to coordinate further inspection and repair. If a safety defect is found, the vehicle will be "locked out' and unavailable until the repair can be made. The Operator will then perform a pre -trip inspection on the newly assigned vehicle. If no defect is found, the Operator will proceed from the yard onto their assigned route. Daily vehicle inspection reports and any work orders will be submitted to the Maintenance Department at the end of each operating day. Route Initiation and Operation Operators are the face of our service and key to its successful operation. We will continually reinforce to our Operator trainees that our role as a company is to provide safe, courteous, and efficient transportation for each passenger we carry. Following the pre -trip inspection, the Operator will sign into the tablet on their vehicle and will then call in to a Dispatcher to indicate that they are ready to depart the yard. They will then review their manifest and head to their first destination. The Dispatch team will use our technology tools to monitor the timeliness of each vehicle's departure. Once they depart the yard, the Operators will proceed to their first stop. At each scheduled stop where passengers are present, Operators will come to a complete stop, open the doors, collect fares, and assist passengers on board as needed. They will be responsible for the safe loading of wheelchairs and mobility devices, strollers, and bicycles. Passengers who use wheelchairs and mobility devices will be assisted with boarding. C*-tr0f15CIPJJ 21 Proposal to Provide Micro Transit and Ride Hailing Services Operators will use the on -board tablet or radio to contact dispatch if delays or other service issues arise. To help to reduce time delays and ensure passenger safety, we train Operators and Road Supervisors in safe and expeditious boarding, securement, and alighting of passengers who use wheelchairs or other mobility devices. Transdev achieves continual improvement of Operator performance with thorough training programs, honest feedback, and employee accountability. We consider it extremely important to spend more time with an employee who is facing challenges delivering outstanding performance. Performance concerns that may trigger retraining or discipline include attendance, passenger complaints, routing and navigation, or safety concerns. Dispatch Monitoring Transdev's Dispatch team will set the tone for on -route timeliness. They will make informed decisions based on ever-changing conditions, anticipate potential challenges, and respond accordingly. Their primary responsibility is to ensure vehicles maintain on-time performance through responsive service monitoring. The Dispatch team will use all available communications systems and technologies, as well as geographical knowledge of the service area, in their daily duties. Throughout the service day, the Dispatchers will also: • Monitor schedule adherence to maintain on-time performance • Coordinate response to in-service issues, including accidents and incidents, vehicle breakdowns, traffic delays, detours, relays, and strategic spare assignments • Communicate with Operators on the road to assess and resolve service challenges • Provide continuous monitoring and controlling of assigned radio frequencies • Ensure all voice radio communications pertain to service and adhere to all relevant FCC rules and regulations • Use RideCo to reschedule trips and optimize route slack from no-shows or late cancellations • Contact emergency services if necessary Dispatch also plays a key role in keeping service moving when the unexpected occurs, including vehicle breakdowns, accidents, and incidents. In the event of a disabled vehicle, our dispatch team will report the situation and all relevant information to the Maintenance Department so that response may be coordinated. C*tra 6dev 22 Proposal to Provide Micro -Transit and Ride -Hailing Services Service Supervision Our management team will monitor Operator performance including on-time pull-out and pre - and post -trip inspections and will respond to service issues such as delays and accidents/incidents. Road observations will be conducted to promote positive customer service and monitor compliance with Transdev, state, and federal laws for safe vehicle operation. Our service supervision will follow Transdev and City requirements to promote successful operations, safety, and passenger satisfaction. Our team will assess Operator and service support needs through periodic meetings and continuous communication during the service day. Through their oversight of the service, our management and supervisory team will identify specific problems and report or correct them as appropriate. Key areas of oversight while Operators are in service will include: • Contractual and Regulatory Compliance: Road observation ensures Operators follow all City, Transdev, local, state, and federal laws for safe vehicle operation. Our Supervisors will be fully trained in all aspects of the City's services, including rules and regulations, routes, schedules, emergency procedures, safety, ADA requirements, reporting protocols, and other requirements. • Customer Service: Our Supervisors will ensure that Operators follow Transdev policies for safe, reliable service by observing customer service quality through ride -a -longs and road observations. • Emergencies: Our Supervisors will be trained and equipped to respond to emergencies, assist Operators where necessary, and ensure on-time and safe performance. They will provide on-going feedback to management and City staff regarding ideas for service improvements. • Safety Issues: If an accident/incident occurs, a Supervisor will investigate, photograph, and include their report on the accident to the Safety Manager. The Supervisors will also monitor feedback from DriveCam to ensure Operators are developing safe driving habits and not performing any unsafe acts such as cell phone use, which is strictly forbidden during operation. Return to Yard and Post -Trip Inspection After arrival at the last stop on the route, the Operator will proceed back to the yard. Once they arrive, Operators will be required to complete a post -trip inspection. As with the pre -trip inspection, the Operator will check the vehicle interior and exterior, using the post -trip inspection checklist. While in route, Operators will be aware and take note of any changes in the vehicle's performance and note any problems on the post -trip inspection. The Supervisor will also oversee pull -in and perform pull -in inspections at random to check on Operators in their work environment. Operators will then log out of the tablet and return the keys, the inspection report, and other materials used in service to the appropriate location or personnel. At this point, the operations cycle is complete, and the team will begin preparation for the following service day. C*trajisd N 23 Proposal to Protide MieraTransit and Ride -Hailing Services NTD Statistical Data and Reports Transdev maintains a database of all accident/security incidents, following FTA reporting guidelines, and provides monthly National Transit Database (NTD) reports to the City. In addition to NTD requirements, Transdev uses our technology tool to provide information to support trend analysis. We will submit reports on an annual basis or as required. We recognize our obligation to conform to FTA requirements regarding non-financial reporting, including operating miles and hours, safety, security, and maintenance information. We provide trip sampling that follows NTD requirements for services and use actual performance for fixed route operations. Our sampling method has been certified through an independent audit. Transdev Reports Transdev will continue to submit monthly reports detailing ridership levels, on time performance, vehicle revenue hours, etc. RideCo Reporting RideCo has the ability to provide standardized and custom reporting, as well as interactive data dashboards, to provide operational and business intelligence necessary to monitor the City's service. Transdev will work with the City to analyze operating and RideCo data for the planning of future services. Service Reliability Road Supervision Plan to Ensure Quality Our managers and supervisors serve as quality assurance specialists for Transdev operations ensure that on -street service meets all client and passenger expectations. Specifically, they: • Monitor and document daily service operations regarding safety and on-time performance and ensure Operators follow Transdev and the City's rules and procedures. • Investigate customer complaints in resolving ongoing issues on the street. • Assist customers by answering questions by giving information about service, schedules, and fare structures. • Oversee and assist Operators with accurate and thorough pre -trip inspections and assist in the yard during pull-out. • Ensure on-time performance standards are met throughout the day. • Immediately coach and correct Operator performance that does not meet expectations or when safety issues are reported or identified. • Respond to service problems, including rerouting, accidents, and incidents to restore service. • Prepare accident reports. Cil tFGf15CLPI✓ 24 Proposal to Provide Micro -Transit and Rldo-Hailing Services • Inform supervisory personnel regarding operational problems and coordinate efforts toward resolution. • Perform road checks, time checks, ride checks, uniform inspections, and road observations. • Conduct in-line checks to confirm equipment and electronics are working correctly, the vehicles are clean and ready for operations, and Operators are ready for service. • Investigate and respond to unsafe situation reports and make recommendations and/or changes to resolve the situation. • Complete routine records and perform clerical work related to operations. Road Observations and Ride Checks Regularly scheduled road observations and ride checks are used to monitor Operator performance and spot-check vehicles for cleanliness. The Safety and Training Manager regularly conducts road observations to verify Operators are operating their vehicles safely and correctly and ensuring compliance with our high standards of safe driving. Specific observed and evaluated items include speed and distance, passing procedures, fare handling, bus stop announcements, schedule adherence, passenger courtesy, and lane changes. The very nature of the Operator's job presents a challenge to developing a team orientation. Operators are not part of a supportive office environment and are primarily responsible for ensuring safe, timely, and courteous service. In recognition of this, it is important that the Operator views the Supervisor as someone responsive to their needs — this can only happen through regular communication. Supervisors also play an essential role in promoting the service to our customers. They act as transit ambassadors for the delivery of transit services. They are expected to have a thorough knowledge of the services and to carry service information materials with them for distribution when needed. Service Reliability Operators' Responsibilities Operators are responsible for keeping the service operating safely and on time. We identify and work with Operators who have performance issues and require retraining. On-time performance is a key performance metric; as such, it drives our operating procedures and processes. Many Operator activities must consistently occur each day to ensure on-time and optimal on -street operations. We motivate, encourage, manage, and hold our Operators accountable for the following: • Operators must clock in on time. This is an essential objective to begin revenue service on time. If an Operator fails to show, an Extraboard Operator will be assigned to the route. • Fit for duty. The Dispatcher determines if the Operator is fit for duty, which means that the Operator must have the proper licensing, be in proper uniform, and be judged to be not under the influence of drugs or alcohol. C*tFOfl5dp-✓ 25 Proposal to Provide Micro -Transit and Ride -Hailing Services Vehicles must leave the facility on time. To accomplish this, adequate time will be provided for the assigned Operator or Extraboard Operator to obtain their supplies, check the latest bulletins, get to their vehicle, and properly pre -trip it prior to departing the facility. After departing the facility, accurate deadhead and relief allowances must have been developed to enable the Operator to safely reach their first stop ON TIME. We work to make these times as accurate as possible. • Operators must be familiar with assigned routes and detours. Supervisors work with the Dispatchers in the event of a late trip to determine the appropriate measures to resume on-time service. Extraboard Procedures The purpose of the Extraboard is to provide for several Operators to be available to operate open blocks of work that arise for three primary reasons: • Runs that become open because of scheduled and unscheduled absenteeism. Scheduled absenteeism includes vacation, military leave, approved leaves, etc. Scheduled absences are assigned a replacement Operator before the day's service to ensure consistent coverage of the vacated run. The unscheduled category includes miss -outs, sick and on-the-job injuries, bereavement leave, and unexcused absences. • Operating problems that arise during the day and require an Extraboard Operator. Examples include online accidents, unusual traffic conditions, and unexpected detours. • Work assignments that have not been scheduled into either regular full-time or part- time runs. Transdev sizes its Extraboard to reflect known and predictable absences and then increases it by enough Operators to cover anticipated unscheduled absenteeism and daily operating problems. Road Call Management Proper pre -trip inspection and preventive maintenance procedures reduce the occurrence of vehicle breakdowns. When in-service breakdowns occur, the Operator notifies the Dispatcher, who works with maintenance and Feld supervision. The Supervisor updates the software system to ensure that customer service staff is continually aware of the situation. Every effort is made to minimize passenger inconvenience by transferring passengers to nearby vehicles and/or dispatching a stand-by vehicle. Quality Control Quality Control Program Our Quality Control (QC) Program integrates safety, operations, maintenance, training, customer satisfaction, and productivity. Performance teams focus on key areas of improvement, supported by advanced tools like RideCo, WebRisk, and Lytx DriveCam. C*r t cLris ev 26 Proposal to Provide Micro -Transit and Ride -Hailing Services Transdev's QC Program identifies performance levels and trends, ensuring continuous improvement through actionable insights. Recognizing on-time performance as a top priority for passengers, Transdev addresses factors like traffic, vehicle breakdowns, and schedule accuracy. Supervisors and Dispatchers monitor adherence to schedules, provide training or support, and develop contingencies for delays. Managers identify and resolve performance challenges and implement solutions to improve reliability. Monthly reports are a cornerstone of monitoring service quality. We provide detailed data on metrics such as on-time performance, passenger complaints, maintenance. Reports are generated from automated systems, supplemented with manual entries when necessary, and shared with clients in their preferred format. These reports, along with trend analyses, guide corrective actions and ensure alignment with client goals. Key Performance Indicators (KPIs) track performance trends and help Managers measure progress and implement improvements. Our technology tools aggregate data into actionable metrics, providing real-time transparency to both internal teams and clients. Monthly reviews ensure that issues are addressed promptly, and corrective actions are effective. Service Monitoring Transdev emphasizes comprehensive service monitoring and quality control to deliver exceptional passenger experience. Local Managers and Supervisors oversee daily performance, address trends, and take immediate corrective action as needed. Supervisors also support Operators during incidents and ensure passengers' needs are prioritized. Maintenance Reports Transdev uses the Hexagon EAM system to generate City maintenance reports. The system helps us improve the quality of maintenance services, enhance reliability, increase productivity, and minimize downtime. Hexagon allows us to be as efficient as possible while maintaining a high standard for fleet repairs. This valuable tool is described in detail in the Fleet and Maintenance section of the proposal. Prevention of Service Interruptions To prevent services delays or interruptions, we: • Follow our preventive maintenance program to ensure we service vehicles correctly at scheduled intervals. • Use pre -and post -trip and daily fleet inspections to identify and correct issues as Operators start or end their day. • Proactively Review vehicle health to resolve issues before they occur. Response to Road Calls During a road call situation, a Supervisor is generally the first responder, and their mission is to manage the care and safety of the passengers. They are directed to go immediately to the scene of the breakdown. C*'trorlsi pw 27 Proposal to Provide Mie Transit and Ride -Hailing Services In the case of a deficient vehicle, we always attempt to act as quickly and safely as possible. In the event of an unavoidable service interruption, our team performs the following tasks: • When a road call occurs, the Operator will contact the Dispatcher, who immediately notifies our Maintenance department of a failure. To quicken the response time, our Lead Technicians will always have a portable radio with them. The Maintenance Manager or Supervisor on duty will decide how to handle the situation. This eliminates the possibility of vehicle damage. The Maintenance Manager can send a Technician, request the Operator to drive the vehicle back or send a tow truck after the disabled vehicle. Transdev then updates the vehicle status board with the road call information for that vehicle. • The Technician will make the mechanical call on the vehicle, and the Dispatcher will make the passenger call. If the vehicle is unable to continue, the Dispatcher be responsible for directing a replacement bus to the location. • To limit any inconvenience to the passenger, every effort will be made to detour another bus to arrive at the location as quickly as possible. A Supervisor will be sent to any down bus to facilitate the safe transfer of passengers. • When the vehicle is returned to our facility, the Maintenance Department checks and repairs the vehicle and completes the road call report, which is turned into the Maintenance Manager. During regular meetings between Operations and the Maintenance Departments, information pertaining to road calls is discussed to implement a common action plan to eliminate repetitive road calls. Monthly employee meetings reinforce these procedures. Customer Service Plan Overview Transdev commits time and resources to listen to our passengers and understand their needs. Our customer service programs measure and improve the passenger experience and reinforce our commitment to serving our passengers on behalf of our clients. Our approach is based on a multinational effort to create the ultimate customer experience. This comprehensive approach involves hiring the right people, delivering continuous training, reinforcement, and technology to improve performance and customer communication, and applying best practices from our operations and experiences worldwide. Passengers want safe, on-time, and professional service. They want to be treated with respect by a courteous, well-trained employee and ride in a clean vehicle. Passengers expect opportunities to provide feedback, the knowledge that their feedback is considered, and employees who understand their needs. These fundamentals drive our approach to training, technology, and communications for transit services. Our Customer Service Plan is described below, along with our performance measurements. It includes the following components: • Training for all employees to promote positive customer service. C* trafisclav 28 Proposal to Provide Micro -Transit and Ride -Hailing Services • Engagement programs for employees to build investment in a customer -focused culture. • Open and honest communication with passengers to keep them informed of the status of their trips and our service. Proactive, daily on -street service monitoring to fix problems in real-time. • Improved service as defined by our passengers through their feedback, observations, and complaints. • Continuous improvement through a robust quality assurance program, tracking service trends, and developing plans for improvements. • Evaluating our performance and monitoring KPIs to identify trends and opportunities to improve. Customer Service Training Transdev's Customer Service Training Program aims to understand and respond to passenger needs. We train our employees to understand passengers' needs and view service quality from the passenger's perspective. We enhance the passenger experience by providing a safe and pleasant environment, treating them with kindness and courtesy, and exhibiting a positive attitude. The key ideas of our customer service training program include: • We must make the travel experience pleasant for each passenger and create a positive customer service environment. • Our employees need to recognize the emotional state of the passengers and act accordingly. • Our employees must see situations from the passengers' perspective and take the necessary actions to make or keep them happy. • Staff need to be empowered to act personally to solve problems and create a positive environment. • We need to customize approaches with each location to reflect the local culture, the system, and the mode of transportation provided. We use a traffic light symbol to teach employees how to impact and improve customer service. Green, yellow, and red represent the different emotional states of passengers: • Green is a positive environment where passengers feel safe, relaxed, and comfortable. Our goal is to maintain this positive state by • recognizing and valuing our passengers. • Yellow is an environment of caution or unease. When a passenger is in a yellow environment, they may feel anxious, confused, or insecure. The Operator or employee needs to recognize this state and provide information or reassurance to a customer. • Red is an environment of urgency or crisis. It could involve a passenger who is scared, distressed, or angry. The Operator needs to take • immediate action to remedy the problem. C*t QmdjeN 29 Proposal to Provide Mian Transit and Ride -Hailing Services Customer Service Procedures Transdev manages the investigation process, responds appropriately, analyzes feedback, and provides useful, timely reporting of customer issues and trends when handling complaints. We will continue to respond to complaints that are sent to our General Manager from the City to ensure the Rosemead community receives the best service possible. The RideCo software has a rating tool, where passengers can rate their Operators through an easy-to-use star system. Additionally, RideCo has a portal where passengers can log their complaints and commendations via the app. In the event of a customer service issue, we correct the problem immediately, make necessary changes to avoid repeating the issue, and restore goodwill. We convert customer feedback into information that our management teams can use to improve performance. Passenger feedback allows us to: • Identify areas of improvement for our passengers • Solve problems we may not have been aware of • Improve performance • Turn unhappy passengers into satisfied customers An important part of providing a high-quality passenger experience is giving each passenger a voice. We listen to our passengers' needs and perceptions and use their input to enhance service quality. Transdev encourages Operators during their training and throughout their service to provide Supervisors, Dispatchers, and Managers with passenger insights. Our passenger sensitivity program includes developing solid communication and listening skills as critical to providing excellent customer service. Transdev makes the following three measurable commitments regarding complaint management for this proposal: • We commit to specific response timeframes by registering and processing every complaint; coding each complaint appropriately; regularly monitoring each case status; grouping cases in terms of their complexity, expediting simple cases quickly; and ensuring appropriate resources are assigned to solve complex cases. • We commit to providing customers with relevant, quality responses by responding to each request; training employees on the tone and language of all responses; using standard, easy -to -understand language; ensuring responses are reviewed by a Manager; following up to ensure customers are satisfied; and ensuring a relevant, committed investigation process. CTtra lsclev 30 Proposal to Provide Mtcr Transit and Ride -Hailing Services • We commit to improving service delivery based on customer feedback by involving the whole team, especially operational managers; focusing on taking actions to learn and improve; sharing all feedback with clients; monitoring customer feedback trends; ensuring that reports are actively discussed, and action plans monitored; using tested report templates; and always seeking to make them useful to our management team and our clients. Transdev will meet or exceed the timelines outlined in the RFP for responding to and addressing customer service issues. Service Implementation and Timeline Transdev Transition Zero Transition Risk and No Transition Costs As your current partner, we eliminate the risks, challenges, and service disruptions associated with transitioning contractors. Our local team will continue to focus on safe, customer -oriented operations. Transdev will deliver uninterrupted operations and service to passengers — without disturbances due to service transition. We are dedicated to the success of phasing out the City's fixed route operation and implementing the new microtransit service. Our key personnel, processes, procedures, and relationships are in place today, and we will continue to drive improvements in customer service, safety, and maintenance. The table below shows key elements of our mobilization plan as the incumbent. For details regarding the implementation of the RideCo on demand solutions, please see the following section. Task Timeline Notice to Proceed March 11 Finalize and Sign Contract March 12 - 28 Communication with City Ongoing Staff & Employees Hired In place Facility In place Review Training, Operations, and Administrative Procedures April 1 - May 16 Finalize Contract with RideCo March 14 -April 4 RideCo Implementation (9-12 Weeks) April 7 - June 30 C*UQI dev 31 Propasal to Provide Micra-Fransit and Ride Hailing Services Task Timeline Marketing Strategy Planning (RideCo, City, & Transdev) May 19 - June 30 Determine Uber payment format with City March 12 - 28 Establish Uber contract for TNC service March 14 -April 4 Order Microtransit Vehicles March 14 -April 4 Train Operators/Dispatch on new Services June 1 - 30 Vehicles in place June 15-30 Contract start date July 1 RideCo Implementation Launch Plan The project timeline for the collaborative effort between Transdev and RideCo to successfully implement an on -demand solution will be structured over a nine to 12 -week period. This timeline will be meticulously organized within the Project Management Institute's (PMI) five Process Groups or Phase approach. It integrates key phases and tasks that Transdev and RideCo will jointly undertake, ensuring a cohesive and coordinated effort. This comprehensive approach blends Transdev's expertise in operations and vehicle procurement with RideCo's technological and software capabilities. Together, we will navigate through various stages of the project, from initial planning and system design to training, soft launch, user acceptance testing, and post -launch support. Regular communication, joint meetings, and shared responsibilities between the RideCo and Transdev are central to this strategy, facilitating a seamless transition and successful implementation of the innovative transit solution for the City of Rosemead. In the collaborative effort between Transdev and RideCo for the implementation of a new transit solution, both project teams will play pivotal roles by coordinating areas of their respective expertise. RideCo's Project Team will lead the overall implementation effort, focusing on system setup, app white -labeling, and the training of Dispatchers. Simultaneously, Transdev's team will concentrate on operations, training and managing Operator coordination, and overseeing the acquisition of vehicles. This division of responsibilities will ensure a streamlined and efficient approach to the project. C7�transdev 32 Proposal to Provide Micno-Transit and Ride -Hailing Services Communications The Project Manager will conduct regular weekly meetings with the City's team throughout the implementation process to ensure a successful launch. During the hypercare phase, which begins on the day of the launch, the RideCo's Project Team will assess the performance of the new program by continuous dashboard monitoring and data analysis. The Project Team will have regular meetings with the City, proactively providing opportunities to capture additional ridership, and make real-time modifications or adjustments as required. The Project Manager will act as a single point of contact and will be available to the City's team through email, cell phone, and shared messaging platforms such as Slack or Microsoft Teams. The Project Team and RideCo will support respond to critical issues in accordance with the service level agreement. Training The Project Team will facilitate a smooth transition during the implementation process through a detailed training program that covers every aspect of the technology platform and ensures that Operators, Dispatchers, and other personnel are completely proficient with the technology and service parameters. The training program will be delivered by RideCo's dedicated training staff, either in-person at the City's premises, or over Zoom if required. Ride - along Operator training with RideCo's Trainer is highly recommended by the RideCo team to help the City's Operators get accustomed to the Driver App. After on-site training is complete, Transdev's location staff will be granted access to RideCo University, an online on -demand training platform for continuous learning, so that they stay up to date as new features are released or retraining is required. Continuous Support RideCo's support extends beyond just transition. The Project Team will continue to provide proactive support throughout the duration of the contract and will schedule regular meetings after the launch, during which they will review the performance of the service and provide proactive data -driven recommendations for service improvements and modifications. Transition Schedule Please note the plan/schedule provided below is flexible and can be adjusted to meet the City's level of staffing, time commitment, and requirements. What is included here is the RideCo standard plan along with a detailed Implementation Schedule, reflective of the time frame from the contract award to go -live. C*transdev 33 Proposal to Provide Micro -Transit and Ride -Hailing Services RideCo: Kick off the project by providing a high-level project schedule, the project implementation plan (PIP), and schedule regular team meetings. Support defining goals. Joint Effort: Attend kickoff meeting, identify stakeholders and communication channels. Provide current SOPs, existing data and begin PIP completion. RideCo: Develop change management, risk management and mitigation, and communications management plans. Determine service requirements including project goals, zones, flex stops, Planning fleet management, app configuration, payment design, system access, service schedules, vehicle hardware (tablets), data migration. Finalize project plan. Continue vehicle procurement, vehicle branding materials and initiate the Operator training. Joint Effort: Design the requirements (including branding) and complete the PIP, approve hardware specifications. RideCo: Configure/customize software to meet City - identified requirements, customize software solution to the City's branding, including database transfer and deployment of apps to Apple Store and Google Play Store. Provision of hardware, finalize testing, training, soft launch and deployment plans, and finalize updated SOPS. Joint Effort: Support data transfer/import, provide input on testing, training and roll out plans, as well as SOP documentation. The City/rransdev: Onboard Operator and vehicles. RideCo: Conduct training, organize and oversee the soft launch, rectify any issues, manage go - live launch. Joint Effort: Complete acceptance testing. Ensure staff availability in training sessions, participate in the soft launch, and address any operational issues. Manage go -live. RideCo: Continuous support and maintenance of the system. Conduct two months of hypercare with proactive monitoring and issue resolution. Monitor Operations Center and Performance Dashboard to identify potential issues and optimize service. Proactively suggest changes and provide additional training if required. Joint Effort: Work towards reaching mature steady-state operations, measured through defined KPIs. Attend regular meetings to discuss ongoing feedback and new initiatives/requests. Collaborate on continuous improvement efforts, review and provide input on business reviews and roadmaps. C*I U ansdp,✓ 34 Proposal to Provide Micro -Transit and Ride -Hailing Services Initiating Phase The initiating phase of the collaboration between Transdev, RideCo, and the City is a critical stage, encompassing several key activities to set the foundation for a successful project. This phase will begin with the finalization and execution of the contract, followed by the City providing Transdev with the Notice to Proceed (NTP). Subsequently, Transdev, in partnership with RideCo, will organize a kick-off meeting with the City to officially commence the service operation. During this initial kick-off and the subsequent initiation meetings, Transdev and RideCo will present the City with a comprehensive project schedule. This schedule details essential components, such as vehicle acquisition timelines, the initiation of Operator training programs, and the requirements for branding and white -labeling assets. Additionally, these meetings will serve as a platform to establish a robust framework for the project's progression. Project Team Key project team members from Transdev, RideCo, and the City will be finalized, ensuring that each entity is adequately represented and that • • • their respective areas of expertise are integrated into the project's fabric. Stakeholders and effective communication channels will be identified to facilitate seamless collaboration and information flow. Risk identification will be a focal point of these discussions, with both Transdev and RideCo working together to establish clear mitigation paths to preemptively address potential challenges. Communications Furthermore, a comprehensive project communications plan will be created, serving as a roadmap for ongoing interactions and updates throughout the project's lifecycle. This plan is instrumental in maintaining transparency and alignment among all parties involved. Lastly, the initial project schedule will be finalized, providing a clear timeline, and set of milestones that guide the project's trajectory from inception through to completion. This meticulous planning and coordination in the initiating phase are crucial for ensuring that the project is well-positioned for success, with all parties aligned and committed to the shared goal of a seamless and effective rollout of the transit solution. Operational SOPS and KPIs RideCo will obtain and review the City's service SOPs, customer data, trip data, and standing orders data. With the City RideCo will review current performance data to establish a benchmark, as well as KPIs and targets for the service to ensure a shared understanding of the definition of success. Other important topics such as the SOP discussion, roll out strategy discussion, change management discussion and stakeholder interviews may commence with department leads from reservations, scheduling, dispatch, eligibility, customer service and service planning, but will not be formalized into a plan until the planning (design) phase. C*trOF6d 36 Proposal to Provide Micro -Transit and Ride -Hailing Services Project Schedule RideCo will begin a project schedule (or project implementation timeline) to be delivered in the planning (design) phase. Duration: Two weeks. Challenges/Mitigation: Continuing Operator training and tracking acquisition of vehicles. The timely collection of all the required data inputs and stakeholder inputs during this phase is important to keep the project on schedule. The City's Responsibilities: The City's efforts will include verification of the high-level project schedule so a more detailed project schedule can be delivered. The City's will also be responsible for collecting initial data inputs during this stage, such as passenger data, trip data, standing orders data, branding assets, and other inputs needed by RideCo to configure the product. The City's Project Manager will facilitate scheduling for stakeholder interviews/discovery sessions to inform configuration criteria of the planning (design) phase. Other efforts required during this phase may include helping RideCo's project team finalize the deployment plan and project milestones based on the City's availability and goals. Planning (Design) During the planning phase, the Transdev and RideCo will work with the City to confirm all business and functional requirements for the service, get sign -off from the City's Project Team, and collect required information from the City for program configuration. The information includes, but is not limited to, the number of flex stops and locations, name of microtransit app for branding, booking restrictions, vehicle fleet capacity, passenger types, payment methods, service schedules and program Key Performance Indicators. Inputs will be documented in the RideCo Program Implementation Plan (PIP), a shared resource that allows real-time visibility for all team members to see the inputs and track the progress of requirements gathering. After the PIP is filled in, the City will review and approve the document before proceeding to the next project stage. During this phase, the RideCo team will also complete design reviews focusing on customer - facing components of the system (the customer website and mobile app) to ensure the platform is attractive and accessible to people with different abilities. RideCo will work with the City to identify the required stakeholder groups for these reviews and will summarize design review feedback in the design review summary documents. Initiatives such as change management plans, risk and mitigation strategies and plans, communications management plans, and deployment or roll out strategies will be developed. Standard reports templates, formats, and design will be reviewed with the City, and feedback will be incorporated into the revisions to get to a final set Standard Reports Templates that will be submitted to the City for sign -off. These standard reports may be adjusted in the future based on the evolving needs of the program. Moreover, RideCo's project team will continue to support the City with ad-hoc analysis or reporting needs throughout the project's life cycle. C* U ansc 36 Proposal to Provide Micro-Tnansit and Ride -Hailing Services Marketing plans, including best practices examples from other RideCo locations, will be coordinated and provided to the City to support the development of strategic implementation strategies for the program. Duration: One to two weeks, with risk assessment and mitigation ongoing throughout the project. Challenges/Mitigation: Availability of the City's staff to attend weekly meetings and complete the PIP in a timely manner. While the program implementation plan is designed to be self- explanatory to complete the requirements gathering as soon as possible, Transdev and RideCo's Project Teams will guide its completion during the scheduled meetings. Data quality and integrity are a key aspect of this phase, requiring early review and signing off from the agency on the standing orders data, passenger data and trip data retrieved from the existing platform. Data quality will be controlled with frequent check-in meetings and agency data validation both before and after successful database transfer/conversion. The City's Responsibilities: The effort required for the agency's staff will be minimal yet crucial in this phase. While RideCo's product will be ready to go "out-of-the-box," it is also extensively customizable and can tailor to the most specific needs of the City. The City will have the option to customize the service to your needs with input from RideCo's Project Team. RideCo requires detailed input from the City's Project Manager into the service delivery design to determine City - specific needs for the program. These include, but are not limited to, the service region design and service timings, fleet/vehicle configuration, passenger types, standing orders, fare and payment options, the City's staff access permissions, Operator shifts and break timings and locations, training plan, and more. RideCo may also recommend that the City start planning any change in management and communication approaches for the new system for both internal and external stakeholders, which can be guided by change management and communications management plans defined in this phase. This communication strategy focused on the individual benefits and positive outcome -based goals of the change to a new system is imperative to the success of launch. RideCo will provide recommendations on successful change management. The City will need to approve any hardware specifications in this phase so that procurement can begin. Finally, data must be internally reviewed, and quality checked by the agency before it is sent over to RideCo to be uploaded to the new system. Executing (Development and Testing) This phase of the project focuses on executing all the activities identified in the planning (design) phase. Examples of the activities include configuring the software solution to meet the City -identified requirements, customizing the software to the branding requirements, deploying the passenger and partner (Operator) apps to the Apple Store and Google Play Store for approval, provisioning of hardware, and transferring existing databases into the RideCo platform. Upon verification of all data including, but not limited to, standing orders, passenger information, Operator information, and fleet information, will be imported into the RideCo system. Any hardware, if required, will be configured and installed in a phased manner and coordinated around revenue service hours to avoid disruption to existing operations. Work related to any third -party external integration will also be undertaken during this phase. C*trCU-GCle✓ 37 Proposal to Provide MiaaTransit and Ride -Hailing Services The RideCo team will complete design review demos with the City to ensure proper collaboration and alignment on system parameters and configuration as well as deployment plans/roll out strategies for the services. From there, RideCo will create a test plan and test cases based on the requirements and process definitions set forth by the City. After the development work is complete, RideCo will complete internal validation and a peer review of all system components. Then, RideCo will complete initial training with the testers and hand off the system to the testers for user acceptance testing. During user acceptance testing, the RideCo team will support the City's test users by clarifying the intended system functionality, and troubleshooting/correcting errors, if they occur. Once the user acceptance testing and remediation is completed and the testing is approved, RideCo will begin pre -launch training. During this phase, the RideCo team will create a training plan in conjunction with the City to ensure pre -launch training meets the City's needs. The training plan will include onsite sessions, as well as RideCo University courses — a self -guided training tool that allows users to prepare themselves on each module of the RideCo system in advance of the in- person training sessions so that deeper, more comprehensive discussions can be held. This will ultimately provide a best -in -class learning experience and knowledge sustainment. The City will approve the training plan in this phase. After the training plan is approved, RideCo will provide the demand response training materials for the agency's review and approval. Duration: Three weeks. Challenges/Mitigation: There are few constraints that may arise during this phase, with the single exception of the City's team not being available to sign off on the customized RideCo platform. This can be mitigated by constant communication with the project team to review deliverables and deadlines outlined in the project schedule as well as the impact of any potential delays to the launch date. The City's Responsibilities: This is one of the most resource -intensive phases for the City's staff since the General Manager, Dispatchers, and administrators will need to have a solid understanding of all relevant elements of the RideCo's system before the next phase may begin. The City's key responsibility will be to provide input and clarifications as the development and testing phase progresses, including signing off with the Data Verification Form. During testing, all testers will need to attend pre-UAT training to ensure they have a good understanding of system functionality. They will also need to be available to test during the UAT period and will need to attend meetings to review testing feedback. In preparation for the launch, it will be important for the City's senior management to engage in change management activities and communicate all the benefits and background of the upcoming change internally. C*traris ev 38 Proposal to Provide MiaTransit and Ride -Hailing Services Additionally, during this phase, RideCo may recommend that the City communicates with external stakeholders about the upcoming system changes, following the communication plan created during the design phase. In RideCo's experience, passengers are excited about the new opportunities afforded to them such as the mobile app for booking and tracking their trips. Monitoring (Delivery) Within the monitoring (delivery) phase, RideCo will implement the training plan designed and approved in the executing (development and testing) phase. All staff will complete the RideCo University on -demand training modules, and RideCo will host the on-site and/or virtual training sessions. RideCo will ensure that there is sufficient time to train all staff members, including system administrators, super users, and end-users (Operators, Dispatchers, etc.) on all relevant components of the system they will be interacting with. RideCo will also provide training documentation to the City during this phase. Operator training will be held in -classroom and on the road to ensure quality service delivery on Day One of the service's go live. The training includes a soft launch, which acts as a dry run for the service. Any issues identified during the soft launch will be rectified prior to the go live launch date. Typically, go live involves multiple milestone dates/phases, all of which are documented in the deployment plan. On the go -live date, the service fully transitions from the existing platform to the RideCo platform. In this phase, RideCo, Transdev, and the City will start reviewing launch/deployment plans, including the business continuity plan and operations plan to ensure post -launch roles, responsibilities, and escalation paths are clearly understood prior to the launch. Both RideCo and Transdev will monitor service performance as the new system is deployed and rolled out to operations. Duration: Three weeks. Challenges/Mitigation: One of the challenges in this phase is typically around the availability of the designated City staff to sign off on any given element of the service during the soft launch. Reservations adjusting to a dynamic app -based system can be mitigated by the City ensuring their staff attend comprehensive training, utilize knowledge articles, and view videos available online The key challenge in this phase will be the availability of the Operators and staff for training, as well as change management, especially as they are working on an existing service. To mitigate this risk, the training schedule will be developed in coordination with the City and Transdev in advance. Communicating the benefits of the change and involving team members from various departments early on during the project roll out will mitigate the change management risk. Another challenge is ensuring adequate retention of the training material. RideCo mitigates this risk by having several types of training material available to staff, including recorded training sessions, on -demand training modules, manuals, one-page guides, and tip sheets. Transdev and RideCo will fully support the launch by having members of their project team onsite to ensure smooth deployment of the new software and answer any questions Operators or Managers may have. Transdev's Responsibilities: We will review the training plan and schedule with RideCo to ensure the training sessions align with the staff schedules. We will be responsible for ensuring staff have set up their RideCo accounts prior to training. Cil lJ o.Rs P,v 39 Proposal to Provide Micro -Transit and Rido-Hailing Services During training sessions, each trainee will need to be available to fully participate in their assigned sessions, ensuring they have a solid understanding of all relevant elements of RideCo's system before launch. Staff will also need to plan to block a few hours, not required to be consecutive, to complete RideCo University. Transdev will support coordination of Operator training in the classroom and on the road before joint commitment with RideCo to initiate a successful deployment. Sustain (Transition) During this phase, Transdev's Project Team will reach an agreement with the City s operations management that the service is running as designed and expected, and has reached mature steady-state operations, measured through KPIs defined by the City with RideCo's Project Teams. Transdev and RideCo will continue to remain engaged with the City through the agreed scheduled meetings to discuss operational issues, training needs, performing analyses to recommend tweaks to the service, and modifying system parameters. RideCo's Project Team will monitor the Operations Center and Performance Dashboard to identify any potential issues and adjustments needed to optimize the service in real-time. This level of close monitoring and support will continue after the implementation until the service is consistently achieving City -defined performance targets (such as on-time performance, passengers per vehicle hour, total rides per day, cost per passenger, etc.). During this phase, RideCo will proactively suggest changes and provide additional training, if required, with the key objective to reach mature steady-state operations, measured through KPIs defined by the City and RideCo's Project Team. The City will have 24/7 access to both Transdev and RideCo support personal via email and an emergency hotline contact. RideCo's backend support staff will be committed to continuously and proactively monitoring backend infrastructure and systems 24/7 to address system fixes before they impact front end users. In addition to these tasks, this phase will also entail handing over all project documentation to the City, making all data associated with the service available to the City where required. Finally, Transdev, with RideCo, will help the City develop business reviews with their senior management that will include, but are not limited to, service outcomes of the project based on agreed goals, upcoming features, key ridership insights and analytics that have the biggest impact on the service, suggestions for improvement. This presentation may also include a detailed roadmap outlining the deployment of new product features and plans for the expansion phases. Duration: Three weeks. Challenges/Mitigation: The service may not meet its ridership goals. This can be mitigated with a well-developed marketing and communications plan prior to the launch. C*tra isd,v 40 Proposal to Provide Micro -Transit and Ride -Hailing Services The City's Responsibilities: This phase will be more resource intensive for RideCo than the City, with City stakeholders/administration required to verify that the work done by RideCo meets their requirements. RideCo collaborates with the City's project team to conduct a lessons -learned session and develops a detailed roadmap outlining expansion phases, rollout plans, dependencies, and timelines. Operational Framework Transdev will continue to provide fixed route services using City -owned vehicles with reduced hours as the City implements the microtransit operation and phases out the existing fixed route and dial -a -ride service. This would be done under the current contract terms and rates for fixed route service until this service is eliminated. If the City decides to operate the fixed route more than 60 days after the start of microtransit service, the rates for fixed route will need to be negotiated to cover increased labor costs. We anticipate the vehicles and the RideCo system being ready for service implementation on Day One of the new contract term, pending marketing communication to the community. Additionally, once the microtransit system is up and running, Transdev will use Uber as a supplemental service to ensure availability during peak demand periods. More details can be found in the Proposed Technology section of the proposal. Safety, Accessibility, and Environmental Responsibility Safety Program At Transdev, safety is at the heart of everything we do. Our safety program has the following four pillars. Training Robust, high-quality, and comprehensive training helps empower our employees to do their best to deliver strong safety performance. Reinforcement Consistent and frequent communication and sharing of best practices are principal elements of our safety culture. They are a key part of our daily operational practices and mindset. OpRecognition Regularly recognizing and celebrating our safety accomplishments is part of our values and culture. Improvement ■ ,We are committed to continuous improvement and enhancing employee engagement in safety. C*transCiPV 41 Proposal to Provide Micro Transit and Ride -Hailing Services Our Safety Policies and Procedures Manual provides the foundation of our safety program. We work diligently to create a safety culture by investing significant resources in training, employee development, and incentive programs, adhering to annual safety audit schedules, and complying with requirements and updates regulated by the FTA and FMCSA, along with ADA requirements for our passengers. Transdev is committed to these three right steps to provide safe operations: • Right Focus — Safety requires daily attention and systematic processes, and we maintain a strong safety presence throughout our facilities. • Right Response —When incidents or accidents happen, we have detailed protocols for responding, investigating, reporting, and analyzing the incident. • Right Preparedness —We have plans to deal with emergencies and a training program that ensures all employees are prepared for emergencies. Right Focus — Maintaining a Safety Presence Fostering a safe environment requires vigilance and attention, 365 days a year, 24 hours a day. From the beginning, we have prioritized safety and adopted the mindset that it is a continual process of training, reminding, and following up multiple times a day in numerous ways. Our commitment to building a solid safety presence in every facility and among every group of Transdev employees sets us apart in the industry. We emphasize safety for our employees in the following three ways: 1. Facility- and Policy -focused Safety — Safety begins on the first day of the job and is a constant thread running through training, communication, and employment policies. 2. Safety Incentive Programs — We have developed several programs that reward employees for safe behavior. 3. Safety Technology Solutions — Transdev's safety technology solutions leverage onboard systems, real-time data integration and alerts, and user-friendly dashboards to protect passengers, Operators, your fleet and equipment, and other travelers with whom we share our streets. Facility and Policy Focused Safety Safety Reminders We keep visible safety reminders throughout all Transdev facilities, using every opportunity to underscore the importance of safety to our employees. Our initiatives include: C*transdev 42 Proposal to Protide Micro -Transit and Ride -Hailing Services Messaging We spread the message of safety verbally and in writing, across various mediums: • Dispatchers make safety announcements several times each day. • We print safety messages on floor mats, posters, flyers, and notices. • We post news articles on bulletin boards. • We maintain a safety communication board. • We have a cloud -based digital messaging system at each location that can be updated hourly. This large LED display shows corporate safety messages and information on specific, location -based campaigns to improve safety. Visuals Our visual reminders of safety are easy to spot and include photographs, accident trend maps, safety slogans, and Perfect Safety Day counters. Physical Reminders and Policies We keep our spaces safe by: • Incorporating highly visible stripes and safety chains for potentially unsafe areas • Requiring PPE in designated safety areas or whenever performing safety -sensitive work • Using safety cones to mark off danger areas and/or using a spotter whenever backing or maneuvering in tight locations • Prohibiting the use of personal electronic devices. We require employees to store their personal phones in the off position in their locker or grip. Transdev has a zero -tolerance policy for employees using cell phones while driving. Safety Meetings We hold regular safety meetings to discuss concerns and address specific issues. Our safety meetings are: • Mandatory for all employees, including Managers • Short, focused, and agenda -driven • Focused on sharpening two-way communication with employees • Helpful for explaining new safety initiatives and fostering safety discussions • Ideal for handing out safety awards that recognize employees who are exemplary in their safety practices Mirror Check Stations There are as many as 12 blind spots on a bus, and the best way to eliminate them is to adjust the vehicle's mirrors correctly. We have mirror check stations in every Transdev facility, making it easy for Operators to check their mirrors daily. They use set reference points to line up their mirrors correctly before pulling out. C*-trcLn-sdp.v 43 Proposal to Provide MicraTransit and Ride -Hailing Services Identification of Hot Spots Operators must know the danger spots to be prepared to slow down and react to them safely. We use Lytx DriveCam data to produce digital hot spot maps that identify road hazards, construction, low canopies, and intersections that are the most dangerous. We post photos of these areas to help Operators prepare for them and reduce accidents. Transdev also uses Lytx DriveCam data to show problem -driving trends and teach Operators to change their actions, such as following too closely or hitting construction barrels. Safety Incentive Programs Transdev takes a creative approach to improving safety and looks for inventive methods to keep employees engaged and focused on safety. We have created several safety incentive programs to increase awareness and decrease unsafe behaviors. The Perfect Safety Day Initiative Transdev's Perfect Safety Day Initiative focuses on building upon daily achievements and increasing ownership of the safety program. The definition of a Perfect Safety Day and our daily goal is: • Zero preventable motor vehicle accidents • Zero passenger/pedestrian injuries requiring transport to a hospital • Zero OSHA -recordable employee injuries Focusing on successes, our local Safety and Training Manager encourages, equips, and empowers each employee to be an active part of achieving the Perfect Safety Day. We track Perfect Safety Days on a scorecard at each location operation to build on successes. This program instills a new way of thinking. Every day is a fresh start, and every action and communication is an opportunity to improve over the previous day. When we achieve these goals, we celebrate our successes. Years of Safe Driving Program Transdev created the Years of Safe Driving recognition program to honor Operators who have a full year without an accident or injury. For every year of driving without a preventable safety incident, Operators receive a pin and an accompanying certificate, and they are honored at quarterly safety meetings or semi-annual team meetings. The program shows appreciation for our Operators, celebrates their commitment to safety, and supports our Perfect Safety Day Initiative. Proposal to Provide Micro -Transit and Ride -Hailing Services Safety Blitz Program — 24 Hours Devoted to Safety Our regional and corporate safety managers developed the Safety Blitz program to address safety- related trends and challenges in underperforming locations. The Safety Blitz is a 24-hour, all-out safety onslaught. From the first trip out of the yard to the last, local, regional, and corporate safety team members coach, encourage, and motivate Operators to focus on safety. We theme our Safety Blitzes, such as "Stop in the Name of SAFETY". This makes it fun for employees and reminds them of their role in keeping the roads safe. Locations serve food, play games, ano offer prizes. Safety Blitzes are high energy. They get employees talking to one another, foster a sense of competitiveness, and most importantly, they work. We track performance pre- and post -Blitz, and safety improves following Blitzes. Safety Basics m_. fit �_ en -8.E aa_bk—",",-jl-.. o y'n MErylov..+ 1 i' -SNeI nH4,'rc _ _ stmaotovev MW wmffiII( Iin11Me. 51 j1 Y�jn. Ye(IpalMm -eo-- - fil Id Wm d31 m 1 t°IP I°Y>ntldfl 11 Cf' 53 be:Y}�=[ 1(CT�IWCY .I I t°I °wm°� wrmb m wm 9u 4mlp_�:mnnpn lunl•Ica, e,y,lmne.l s: we. Nev DacY' m 916 __ -RF M 9U 1 tol-Nerm*le Cw1.vd Ca RnX Wm 9/IB m 9 5' 1°6:.-RML'gM. fwxnllglp"JCn%,T.I cvpara,: 1 1°I -9eEl LCn,wn �I" vit��eete;uwe{' : m 9 1 I 1°I-FWe„IW`�C°n I a�ec WeC I b6+-Saliwl'a -- In " �' 1 I e 1) rol -PFItM nembnw ilnl.W IJ1 I n I Idl-ov,IliwecWu°°c, - - WW ulpl m Ia/le I bl-WI,aelcm,5,eumant'� - rn loss IM w9-AIKIgN-1 tol NA Ste' r_^12b TP,n__ In addition our monthly safety View our SafetyCorner messaging for meetings ann d safety blitzes, we g g provide safety messaging and local teams at posters to all locations each https://transdevna.com/safetycorner month. Topics are specific and relevant to the current month. Examples include improving pedestrian safety during the holidays, keeping two hands on the wheel, and maintaining a safe following distance. 300:29:1 300 "°.,hut, had m; 29 mise to;I Melee American engineer William Heinrich created the 300:29:1 theory to iM1rt l„Mta;2ro,pr adiEem, demonstrate the relationship between unsafe behavior patterns, like backing without looking, and accidents. Developed in 1931, this principle focuses on r, eliminating minor unsafe acts to prevent small accidents that could lead to 300 major accidents. We educate employees to focus on every action because 29 even trivial acts can accumulate and cause an accident. Transdev teaches our employees to identify the smallest unsafe acts, such as occasionally following too close, using signals a moment too late, and taking a turn too quickly. Our employees identify these acts and correct them to prevent accidents. Zero Tolerance Policy — Cell Phones and Other Electronic Devices Transdev prohibits cell phones and other communication devices, such as Nextel devices, iPads, electronic tablets, pagers, and text messaging devices, with or without hands-free capability when operating a company or client vehicle. Failure to comply with this policy is cause for discipline up to and including termination of employment. C*-trofisdjav 46 Proposal to Provide Mluo Transit and Ride -Hailing Services Safety Technology Solutions Lytx DriveCam Transdev installs Lytx DriveCam onboard surveillance and eco -driving systems in all dedicated fleet vehicles and non -revenue vehicles we manage. These interior and exterior view dashboard cameras record continual video and save recordings to the cloud to eliminate the risk of loss of footage. They also include artificial intelligence that analyzes data. The system supports accident investigations, detects risks on the road in real-time, and improves fuel efficiency. This environmentally sound solution provides cost savings, creates a smoother ride, and improves the passenger experience. Lytx DriveCam data analysis scores events based on a risk index to identify and prioritize unsafe driving behaviors that are most likely to result in serious crashes. It also identifies Operators in need of coaching and retraining. Lytx DriveCam Features lytX DriveCam.. • 4G video event 25 recorders and high-resolution video 100 hours of continuous recording, remote access to video, ability to view live feeds, and Multiple browsing speeds Tracks Operator behavior and miles per gallon to improve fuel efficiency • Provides clearer view from dashboard • Identifies over 60 root -cause behaviors Triggers videos when Operators exceed posted speeds, perform rolling stops, and change lanes • Automatically batches coaching clips for individual Operators • Identifies top five Operators and behaviors and performance trends • Reports on individual behaviors • Creates audible alerts for speeding, lane departures, and to improve following distance Lytx DriveCam Data Transdev uses video clips and performance data to build comprehensive Operator profiles and review this information with Operators to improve their driving. We decrease the frequency and severity of collisions and related injuries by modifying inconsistent driving behavior and highlighting bad habits. Recordings provide unbiased evidence to determine fault and expose fraudulent insurance claims, reducing claims and litigation costs. Q -Time Report Transdev's Q -Time Report was created to analyze the Operator vehicle inspection process. The report combines the ADP eTime system punch data with Geotab AVL data to provide insight into pre -trip and post -trip Operator processes. Data from Q -Time reports allows us to increase efficiency by streamlining steps within the process while ensuring consistency and quality. C*tronsdev 46 Proposal b Provide Micro -Transit and Ride -Hailing Services Transdev operations facilities are geofenced in the Geotab system to record when vehicles enter and leave. Operators also record the beginning and end of their pre -trip and post -trip inspections. When combined with punches from the timekeeping system, Transdev's management teams can better understand what is happening before pullout and after Operators return to the yard. Managers can call up data points for an individual Operator on a specific day or observe averages across multiple months. We use the data to support our Lean processes and continuous improvements. Regional management analyzes operational and employee performance data to determine what projects and tasks should be addressed to eliminate waste and return value. Transdev is implementing the Q -Time Report at our locations nationwide, and our local management teams recognize the value it brings to their operations. Geotab Pro Plus 184 41 Transdev is pleased to bring the highest level of Geotab technology GEOTAB available to the City fleet for advanced AVL and monitoring capabilities. management by measurement Geotab is an industry leader in fleet telematics devices, with over 1.3 million devices in operation and 3 billion data points collected daily. This rugged device is highly reliable, cost-effective, and highly 9 4B versatile. Geotab is much more than Automatic Vehicle Location (AVL) technology. It offers advanced GPS technology, g -force monitoring, engine health, and battery charge levels. All Geotab reports offer real-time notifications, and Transdev uses the data to power our Lean initiatives and Q -Time reporting capabilities. Key Benefits and Features Geotab's GPS vehicle tracking and telematics start recording as soon as the vehicle is in motion, even if the vehicle is parked indoors or underground. Because of its speed, accuracy, and cost-effectiveness, we can use this device to do: • See real-time vehicle positions with a five -second refresh rate • Support dispatch systems Cil lJ Qf t dkv 47 Proposal to Protide Mic Transit and Ride -Hailing Services • Drive mobile applications and websites for passengers • Provide alerts on electric bus battery charge levels • Communicate diagnostic information • Create custom reports Geotab allows complete platform customization. It can impact service quality and increase the City's efficiency and track the following: • Fuel • Vehicle inspections • Electronic logging/fault codes • Speed/accelerometer data • Operator behavior 1 Integration and Customization Transdev is increasing our integrations between Geotab and Lytx DriveCam and has completed three successful integrations. • Single Sign On: Operators can access the Lytx website through Geotab —no need to switch systems or remember multiple passwords. • Lytx Video Browsing: In Geotab, screenshots or live video from the care may be viewed at any point during an Operator's day. • Automatic Drive Event Assignment: Lytx pulls the Operator to vehicle assignment from Geotab and automatically assigns the Operator to any events created from that vehicle. This can save hours per day as an employee would typically have to assign each event to an Operator manually. WebRisk Safety Technology and Trend Analysis Transdev uses a nationwide shared database called WebRisk, which includes all safety - sensitive employees nationwide, along with every type of license and permit with an expiration date, including commercial Operator's license dates, DOT physical dates, dates for the Operator's annual road evaluation, annual motor vehicle records checks, and more. WebRisk also allows all our locations to record all accident and injury data following prescribed procedures. Embark Safety — Pull Notice Enrollment Transdev uses Embark Safety to pull MVRs annually and r monitor our Operators' driving records. We also use Embark Z M BA R K Safety's continuous Operator monitoring software to provide automated alerts on violations, including speeding, suspensions, and DUls. This ensures we always provide safe, qualified Operators for the City. Power BI Transdev uses Microsoft's Power BI to analyze data captured through WebRisk. It creates actionable dashboards so each location can see its performance versus its peers. C*transclev 48 Proposal to Provide Micro -Transit and Ride -Mailing Services Power BI also provides a monthly report for managers to identify Operators who have repeated accident issues, monitor claims status, and identify and evaluate risks. Risk management software is a powerful tool for understanding system safety trends and employee progress. Power BI creates visual data analytics to share critical information about accidents and incidents, including location, time of day, day of week, employee identification, seniority of the employee, the root cause of the accident, the number of safety incidents the employee has been involved in, etc. Power BI dashboards help us identify trends and develop action plans to prevent future incidents. Through Power BI, we track our overall safety performance and drill down to capture detailed information regarding each accident or incident. Right Response — Managing Accidents and Incidents As an organization committed to safety, we aim to prevent accidents from happening in the first place. But when they do happen, we have protocols that help us handle them correctly. Above all, we want to make sure that everyone involved stays safe and, if anyone is injured, that they get the medical attention they need. We also want to minimize inconvenience for passengers. From beginning to end, we manage accidents and incidents thoughtfully and thoroughly, focusing on four things: • Responding quickly and appropriately • Investigating to learn what happened, which includes accurate documentation • Reporting the details to everyone who needs to know • Analyzing if the accident was preventable and if retraining is necessary Each member of the team has a distinct set of responsibilities when an accident or incident happens. The Operations, Safety, and Maintenance Departments all work together to coordinate our response with the City and emergency personnel and keep passenger disruption to a minimum. Operator Responsibilities • In the event of an accident or incident, the Operator will stop the vehicle and notify Dispatch immediately. They do this if the vehicle collides or comes into contact with any object or pedestrian, no matter how slight or minor the accident is and whether damage occurs. • Managers are issued a Critical Incident Protocol card that defines a critical incident and provides information on the required protocols and telephone contact information. • Operators must remain at the scene of an accident and may not move the vehicle until released by the proper authority. Operators take action to keep passengers and other involved parties protected from further injury. • Operators involved in an FTA -reportable accident must undergo post -accident drug and alcohol testing. Dispatcher Responsibilities • Dispatch staff will determine the accidents severity and notify the appropriate emergency, fire, and police authorities. C�rtfof is dev 49 Proposal to Provide Micro -Transit and Ride Hailing Services • Dispatch staff will notify the appropriate Supervisor. Depending on the severity, the Safety and Training Manager and/or General Manager may also respond. • Dispatchers will track the progress of Transdev's accident response and communicate to first responders as necessary. Transdev Responder Responsibilities The Supervisor and appropriate individuals travel to the scene and conduct a thorough accident investigation, which includes: • Speaking to passengers and recording their statement • Taking photos of the scene • Interviewing witnesses and the Operator • Talking to law enforcement officials • Relaying information back to the local Managers City of Rosemead Notification In the event of a major accident and/or one where injuries are involved, we will notify the City as required and provide all the details we know. As we learn more information and take appropriate actions, we provide updates. We will report, in writing, any incidents of misconduct to the City within the 24 -to -48-hour timeframe. If the incident involves an injury or accident, we will provide a written report on the day of the incident. Accident Report The Supervisor will complete a thorough Vehicle Accident Report, which will: • Include the necessary forms, photographs, and statements, which will be uploaded into our shared safety database WebRisk • Be completed and submitted in the timeframe required • Include comprehensive information about the accident and Operator involved, other vehicle(s), passenger conditions, and witnesses to the accident Root Cause Determination and Post -Accident Training Our Safety and Training Manager conducts a thorough investigation to determine the root cause of the accident. During this analysis, the Manager reviews camera clips, rereads interviews with law enforcement officials, passengers, and the Operator, and creates a mitigation plan. We provide post -accident training to employees involved in a preventable accident, tailoring the training to address the root cause of the accident. Employees must complete post -accident training before returning to driving duties. C'1 tronsdev so Proposal to Provide Miur Transit and Ride -Hailing Services Transdev's ADA Understanding Accessibility for the Rosemead community is of the utmost importance to Transdev. Our goal is to continue ensuring that accessibility and mobility are available for everyone through safe, sustainable, and reliable transportation services. We are highly knowledgeable of the Americans with Disabilities Act (ADA)'s requirements for accessibility and equitable transportation, as they relate to vehicles, mobility device transport and securement, passenger notifications, and more. Our employees receive thorough ADA training to ensure they follow all ADA requirements. Transdev understands the ADA and is experienced in delivering transportation services to individuals with disabilities. We strive to meet our passengers' needs and maintain strict ADA compliance — by providing appropriate policies and procedures, staff training, and performance monitoring. The following are some examples of commitment to serving the needs of passengers with disabilities. • We incorporate ADA compliance into our scope of services in all of our operations. In locations where we manage or operate demand response services, we not only provide services that complies with the law, but in many instances, we also manage the eligibility certification process. Where we provide fixed -route service, we interpret ADA guidelines to ensure compliance with route and stop announcement, priority seating, mobility device securement, and lift/ramp maintenance. We teach all Managers, Supervisors and front-line personnel how to properly perform their duties to maintain Ada compliance. • Transdev employs people disabilities in a wide range of management, supervisory, and front-line positions across the country. As a result, we have gained many valuable employees, deepened our understanding of the capabilities of people with disabilities, and learned strategies for making reasonable accommodations in the work environment. • All Operator and front-line employee training programs (whether for fixed route or demand response) include a summary of ADA requirements and a discussion of the policies and procedures for ensuring compliance. • Many of our corporate, regional, and local managers have lengthy experience with the ADA and providing service to people with disabilities, which helps us to collaborate companywide on issues that arise regarding the ADA, accessible services, and eligibility certification. In addition, our regional and corporate evaluate our operations' service to passengers with disabilities, identify problems, and implement changes to address them. • All Transdev Operator -training programs (as well as those of any subcontracted service providers) include training on techniques for safely and appropriately serving passengers with disabilities. Cir lJ afisd N 61 Proposal to Provide Miao-Trensit and Ride -Hailing Services A number of Transdev employees experts in a host of ADA and disability -related topic areas, including ADA eligibility certification, brokerage operations, service coordination, and passenger sensitivity and awareness. Many of these individuals serve on nationally recognized professional organizations and committees, including the American Public Transit Association's Accessibility Committee, Paratransit Committee, Project ACTION, and the Transportation Research Board's Paratransit Committee. Individuals affiliated with these groups help shape the future of accessible transit, share ideas and solutions with other professionals, and bring best practices back to our company for wider implementation. Environmental Sustainability As a company that began as part of an environmental group, Transdev is committed to creating a culture of sustainability in all practices, going beyond environmental compliance. We encourage our employees to bring a green filter to their decisions —to consider the environmental impact of their actions. Transdev strives to make our offices, vehicles, and maintenance facilities models of sustainability. We focus on minimizing fuel consumption, mitigating our carbon footprint, raising awareness of environmental issues, and developing sustainable practices. Transdev reduces fuel consumption in the following ways: • Focusing on idle reduction to conserve fuel • Training our Operators in green driving techniques that conserve fuel • Using environmentally friendly cleaning products • Reducing carbon gas emissions through strong maintenance practices • Influencing and advising our clients in using alternative fuels, approved modification, and/or replacement of old fleets, engines, and exhaust systems • Changing our company-owned vehicles to hybrids or highly fuel-efficient models Reducing Our Carbon Footprint Transdev reduces the environmental impact of our vehicles by practicing green driving techniques, such as training our Operators to drive with a gentle foot to reduce emissions and conserve energy. Our Maintenance program prioritizes the ongoing health and performance of the fleets we maintain, and we use idle reduction programs to increase fuel efficiency and conservation. Transdev has invested in sustainability informational tools and resources. Our corporate Sustainability Team promotes environmental practices across facilities and shares best management practices across locations. Additionally, we track our sustainable activities as part of our annual facility environmental reviews and maintain data on a variety of parameters, including fuel efficiency, idling management, waste recycling, vehicle wash water use and recycling, and facility energy use. C* xafisde / 62 Proposal to Provide Mien -Transit and Ride -Hailing Services Moving Green Environmental Strategy Transdev is committed to efficient, replicable innovation and adaptation. Our environmental strategy, Moving Green, sets a new path toward more sustainable mobility from social, economic, and environmental perspectives and reaffirms our commitment to a more sustainable future. As part of our Moving Green strategy, Transdev is committed to doubling the size of our alternative fleet and reducing carbon dioxide emissions by 30% by 2030, in line with the Paris Agreement objectives. Expertise in ZEB Fleets As the State of California and the City of Rosemead progress towards zero emission fleets, Transdev can provide the City with access to our U.S. and global ZEB experts. These experts can review the City's service and operating environment and advise on maintenance programs for any alternative fuel -type vehicle the City may wish to add to its fleet, including electric and hydrogen -powered buses. Transdev explores, develops, and implements low emissions solutions worldwide as a company. We participate in industry and government organizations to contribute to energy transition conversations. Our company invests heavily in electric, CNG, HGC, biogas, and solar -powered electric vehicles, as well as in promoting sustainable mobility modes. We are prepared to support the City in the transition to a zero emissions fleet as we have done with multiple client locations in California, the United States, and across the world. Performance Metrics Transdev will work closely with the City to Average on-time performance develop and define performance metrics for the City's microtransitservices. .We for our current Rosemead will recommend appropriate performance services was 95% in 2024. standards for the services, including on- time performance, accident frequency, complaints, miles between road calls, etc. Staffing, Recruitment, and Training Staffing Organization Chart The organization chart on the following page represents all service levels for the City in the new contract term. C*i t alis IGV 53 Proposal to Provide Micro -Transit and Ride -Hailing Services General Manager Zack Deukmajian Assistant GM Safety/Training Maintenance Manager Narcissa Silva Manager Kelly Harris Benjamin Casillas Dispatchers Assistant Maintenance Manager Operators Amounting Manager Accounting Clerk Utility Workers Technicians Right Choice — Recruiting and Hiring Operators Transdev invests heavily in our employees and works diligently to develop them as individuals. We promote fair hiring practices as we implement new strategies to attract and retain the best employees. Our regional Human Resources and local management teams adhere to all state and federal employment laws, and our Affirmative Action/Equal Employment Opportunity Plan forms the foundation of our hiring practices and employment policies. We designed our hiring process to identify suitable candidates who possess a positive attitude and are trainable. Our Operator training program provides the tools for new Operators to develop meaningful and rewarding careers and provide valuable services to the community. Transdev's Creative Recruitment Processes to Attract New Operators To combat the impact of national demand for Operators and a competitive hiring environment, Transdev has implemented new, creative recruitment methods. We identified innovative methods to attract the younger generation of transit professionals, and we are using the following strategies at operating locations throughout the U.S. to maximize mobile technology and attract as many applicants as possible. Transdev also targets our recruitment efforts to each specific community where we operate service. C;l 4 anisdz✓ 54 Proposal to Provide Micro -Transit and Ride -Hailing Services Our recruitment strategies may include the following: • Targeting users of the popular WAZE app (which includes GPS, maps, traffic alerts, and navigation) when vehicles are not in motion for local recruiting. • Geofencing to cast a wide net in a specific geographic boundary —we send push phone notifications about the job opportunity when a mobile device enters the specified area. • Creating geographically targeted Google and Facebook ads using a deep data dive and search engine optimization (SEO) to push notifications to laptops or smartphones. • Implementing Text Apply, a straightforward process that gathers information, asks screening questions, sends information, and allows candidates to apply for jobs on their smartphones. We text links to schedule interviews, links to where to provide screening information, and automated interview reminders. Candidates may also text a keyword to a short code to complete an application. • Leveraging algorithms specific to our target market to promote open positions on Internet radio, including iHeart Radio, Pandora, and Spotify. Transdev continues to recruit through job posting websites, including www.indeed.com. We use Indeed Easy Apply to simplify the application process for candidates using Indeed's resume database. Candidates may click a button to apply and bypass our login registration. Their resume information is imported, and candidates fill out any incomplete fields in our hiring software, JobVite. Traditional Recruiting Practices While mobile and online recruiting are efficient, we still emphasize local recruiting, outreach, word-of-mouth, promoting from within, and print advertising. • Local Recruiting — Transdev collaborates with community organizations to attract employees, including Commercial Driver's License (CDL) schools, churches, military bases, workforce development offices, the Urban League, the National Association for the Advancement of Colored People (NAACP), Job Corps, youth services offices, Goodwill Industries, and homeless sheftersftransition home • On -Vehicle Recruiting — Transdev adds magnetic signs on Supervisor and relief vehicles advertising "now hiring" with phone numbers and QR codes that link to job applications. We can also advertise directly on fleet vehicles, with your permission. • Employee Referrals —Employees enjoy working at Transdev and our culture. They promote their current jobs, and word of mouth attracts new hires. • Veterans Outreach — We post positions on online veteran job boards, including the Armed Services Jobs, Save Our Veterans, Veterans Job Bank, Departments of Veterans Affairs, and Work for Warriors Facebook page and website. We also send email blasts to members of these organizations' databases. Local staff attend job fairs and partner with the TAPS officer on military bases. • Job Fairs —Our Human Resources team establishes relationships with local career agencies and attends local job fairs. C*trof-6dev 55 Proposal W Provide Micro -Transit and Rido-Hailing Services • Developing Talent — We develop our talent and promote it from within. Many of our Managers started their transit careers as Operators and were promoted because of their attitudes and abilities. Transdev learned that our employees want more opportunities for career development, so we increased our training and development budget, added new training for General Managers, and improved our internal job application webpage. • Apprenticeship Programs — Transdev partners with local training institutions to develop apprenticeship programs targeted for the next workforce generation. For example, in Phoenix, we partner with the Arizona Automotive Institute (AAI) to offer high school students the opportunity to participate in our Maintenance Apprenticeship Program. • Published Advertising — Transdev advertises on mainstream online job boards, including CareerBuilder, ZipRecruiter, JobCase, Glassdoor, Indeed, DMV websites, and Craigslist career portals. We also post vacant positions on the Transdev website and industry -specific boards, such as Transit Talent.com, and advertise in local newspapers and radio stations. Our applicant tracking system manages recruiting and ensures regulatory compliance. • Shaker— We partner with this full-service recruitment agency for job postings, job market analysis, and employment consulting. The agency monitors our career website multiple times daily and automatically uses advertising and artificial intelligence to post job openings on various websites. Our internal marketing team and Shaker use search engine optimization (SEO) to attract talent further. Transdev also works with Shaker to send mail blasts about job postings and for job market analysis and employment consulting. • Facility Advertising — Transdev advertises job openings at each location, including on the Communications Board in the breakroom and banners at the front of the building. • Flyers — We email flyers to local Employment Development Department (EDD) offices, local colleges and universities, and behind -the -wheel Commercial driving schools and distribute them to local businesses within a five -to -seven -mile radius of the service area. Examples include nail/beauty salons, barbershops, libraries, laundry mats, and trucking schools. Transdev hires employees who exhibit customer sensitivity, a positive attitude, and a commitment to safety. They must display integrity, be safety conscious, and understand that seniors and individuals with disabilities have unique needs. Transdev will meet all City Operator requirements as outlined in the RFP and seek candidates with strong customer service skills, prior transportation experience, and familiarity with the City service area. To further expedite the recruiting processes, we can automate the scheduling of interview times and provide same-day drug and alcohol testing. After hiring applicants, we can strategically onboard large groups of people at one time, using stations for different functions. For example, applicants may begin at the first station filling in tax forms, then move to the next station to learn about benefits, and so on. We may use these new procedures for the City if we need to quickly hire employees or fill critical positions. C*trc nsdv✓ 66 Proposal to Provide Micro -Transit and Ride -Hailing SeMces Successful Hiring and Retention Strategy — Regional Recruiters Transdev has Regional Recruiters on staff to assist our locations with successful hiring and retention in today's competitive labor market. Having these dedicated recruiters with comprehensive training in identifying qualified candidates and increasing the success rate of recruiting campaigns has been invaluable across our operations. These Recruiters focus on building strong relationships with our location personnel to assist in defining and implementing targeted recruiting strategies. Depending on the strategy identified, they may: • Maximize job board postings and other hiring advertisements across a variety of mediums • Analyze candidate metrics and progression through the hiring process • Work with locations to ensure candidates are being screened in a timely manner • Provide Applicant Tracking System training and ongoing support to the team • Assist with making the workplace more attractive to potential candidates • Serve as Talent Advisors Our Regional Recruiters also report weekly, monthly, and quarterly analytics as well as recruiting and hiring KPIs to our local management teams. They are in frequent contact with our local teams either in-person or virtually as needed to provide updates and manage recruiting campaigns. Regional Recruiters give Transdev a major advantage in ensuring our operations are either fully staffed or have a well-defined action plan to get there. Defining Hiring Requirements We begin the employment selection process by defining the hiring requirements for employees. Our minimum standards for Operators are as follows. • Must be able to read, write, and communicate effectively in English • Must be at least 21 years of age and have a driving record of at least three years • Must have a high school diploma or GED • Must have a current driver's license of the class required for the operation of the vehicle they are assigned to drive and must possess any other applicable licenses, permits, and endorsements required by federal, state, and local regulations • Must possess a current DMV Medical Examiners Certificate or be able to pass a DOT physical • Must have no homicide, manslaughter, or assault convictions associated with operations of a motor vehicle C*transdev 57 Proposal to Provide Micro -Transit and Ride Hailing Services • Must have no moving violations within the past 36 months, including but not limited to failure to stop at the scene of an accident, driving with a revoked license, possession of opened alcoholic containers, or attempting to elude an officer • Must be able to pass a DOT pre-employment drug screening that complies with United States Department of Transportation standards • Must pass a criminal background check — an applicant will not be denied employment solely on the grounds of a conviction for a criminal offense. Transdev will consider the type of offense, the date, and the relevance of the criminal conviction in the employment decision. The Regional Director of Human Resources will review any background check that shows a conviction before we hire the applicant. Our Seven -Step Screening Process Transdev uses the following seven -step screening and hiring process for Operators. Step 1. Written Application We require all applicants to complete a written or online application detailing previous employment experience and education. Transdev checks all applications for completeness and accuracy and reviews work history and minimum requirements. Step 2. In -Person Interviewing In-person interviews help us confirm objective employment information. 0 0 Transdev asks questions to test the applicant's ability to comprehend and speak (� English and determine if an applicant can reason through instructions and Cy rJ construct a proper response. We use behavior -based interviewing techniques to ensure the applicant fits the position well. Step 3. Drug and Alcohol Testing Transdev complies with all U.S Department of Transportation regulations regarding %drug and alcohol testing as outlined in the RFP. Step 4. Criminal Background Check We hire a third -party firm to conduct criminal background checks, including federal O and state records. The checks are intended to capture any information about prior Q felony convictions and whether the candidate is a wanted felon. Step 5. Driving Record Check Transdev conducts a Department of Motor Vehicles (DMV) driving record check prior to hiring. We regularly review the DMV driving record to ensure each O = O Operator's license complies with our requirements. Our insurance carrier also conducts an annual review of our Operators' DMV records. Step 6. Reference Check Transdev verifies previous employment. We check information and contact references. d C*transciee✓ se Proposal to Provide Mio Transit and Ride -Hailing Services Step 7. Skills Testing /Training Training is the final part of the hiring process, and trainees are conditional employees until they graduate from training. Trainees must demonstrate their ability to comprehend training material and verbalize and write their responses to specific questions and problems. Training also verifies an employee's proficiency in English. During training, Operators must be able to demonstrate: • Ability to speak and comprehend English • Ability to safely operate a City vehicle on time • A high level of customer care and service • Proficiency in all materials presented in training • Mastery of the defensive driving program • Knowledge of the service area, routing, street numbering system, map reading, major trip generator locations, etc. • Knowledge of and ability to comply with all applicable DOT safety regulations • Understanding of accident and incident procedures and reports • Knowledge of proper fares and collection procedures • Proper use and procedures related to on -board communication equipment • Safe operation of the vehicles, including bus maneuvers, familiarization, and pre -trip inspections • Security awareness • Passenger sensitivity and assistance, lift procedures, and loading/ securing mobility devices Ongoing Background Checks After hiring a safety -sensitive employee, we use a nationwide shared database called WebRisk to monitor compliance with our employment requirements. All safety -sensitive employees across the country are in this database, along with every type of permit with an expiration date. For each employee, this database tracks vital permits and licenses such as commercial Operator's license dates, DOT physical dates, dates for the Operator's annual road evaluation, annual motor vehicle records checks, and more. When an employee's permits, licenses, or evaluations approach an expiration date, an autogenerated email alert is sent to their Supervisor per the following schedule: • Sixty days before any expiration of any permit, license, or evaluation, an automatic alert is sent via email to the Safety and Training Manager. • Thirty days prior to expiration and within five days of expiration, an alert is sent to the Safety and Training Manager and the General Manager. C'1 tfQfL5CLP_V 59 Pmposal to Provide Micro-Transft and Ride -Hailing Services Bilingual Preference Transdev actively recruits and gives hiring preferences to individuals fluent in English and Spanish for passenger -facing positions, especially Operators and Dispatchers. Open positions are advertised in English and Spanish to assist in recruitment. Right Compliance — Drug and Alcohol Policy Using drugs or using alcohol on the job leads to accidents and puts our passengers' and employees' lives in jeopardy. We prioritize the safety and welfare of all passengers and employees by promoting a drug- and alcohol -free workplace. Transdev's Drug and Alcohol Program meets the Code of Federal Regulations Control of Alcohol and Drug Use and Procedures for Transportation Workplace Drug and Alcohol Testing Programs. It addresses deterrence, detection, assistance, and enforcement. Our Human Resources Department administers the policy in a consistent and unbiased manner. We communicate clearly with all employees and subcontractors, so they understand that following the Alcohol Policy is a condition of employment. The provisions of this policy are subject to any limitations or requirements imposed by federal or state law. In all cases, we implement the minimum federal requirements for testing of Hours of Service (HOS) and Commercial Driver's License (CDL). If an employee violates the policy, we act in accordance with the procedures contained in any applicable labor agreement. No collective bargaining agreement may supersede federal regulations. Drug and Alcohol Testing Transdev tests any employee when we have a reasonable suspicion that they may have violated the federal prohibitions against the use of drugs or alcohol. Our Drug and Alcohol Policy details our procedures for mandatory testing following an accident or incident on the system or a rule violation. Transdev uses the following types of testing as part of our drug and alcohol compliance program: • Pre-employment • Reasonable suspicion • Post -accident • Random • Return to duty and follow-up testing We also conduct voluntary random drug and alcohol testing to deter employees from using drugs and/or using alcohol at work. This policy applies to all personnel (including contractors and Managers) subject to performing duties governed by the United States Department of Transportation. Transdev performs a clinic audit annually to confirm we meet all guidelines. We confirm that the personnel responsible for collecting and administering the alcohol test have up-to-date certifications and qualifications. C* 4 ansde / so Proposal to Protide Miao-Transit and Ride -Hailing Services Transdev's Employee Assistance Program (EAP), which complies with DOT regulations, is available to assist employees and their dependents with treatment for drug- and alcohol-related illnesses. We want our employees and their dependents to be well and get the help they need to recover from drug and alcohol abuse or emotional problems. Our EAP provides professional referral and counseling services confidentially. Dress Code and Appearance Standards Transdev employees are required to present a neat, professional appearance and wear proper uniforms while on duty, including on weekends and holidays. We provide uniforms approved by the City. Dispatchers check each Operator's appearance before they are allowed to operate in revenue service. Operators must meet professional standards for personal appearance and hygiene while on duty, during training, and operating City equipment. Operators wear DOT -approved reflective safety vests except while performing administrative duties in the office or during in - classroom training. Right Curriculum — Employee Training At Transdev, we focus on quality, thorough training to provide: a Safe driving and professional service performance a High passenger satisfaction a Happy, engaged employees — leading to higher rates of employee retention Through our proprietary Professional Operator Development Program (PODP), we instill a culture of safety, customer care, and operational performance; encourage employee development and professionalism; and ensure regulatory compliance. Operator Training We recently revamped our training program, and the new program includes more one-on-one behind -the -wheel training and cadetting and more frequent Operator evaluations, including every 30-, 60-, and 90 -days following hiring. The following table describes the training we provide. Training Program and Description Details Professional Operator Development Classroom, behind -the -wheel, and cadet Program (PODP)—teaches Operators the training essential skills they need to do their jobs. Defensive driving course Emergency procedures Customer care and sensitivity Customer Service Training — teaches Addresses the importance of understanding frontline employees about perceived quality and responding to passengers' needs from the customers' point of view. Standardized OSHA Training — for Classroom training, including process guide, Operations and Maintenance Employees checklists, and action planning sheets C*l ll QrLsdP_1/ 61 Proposal to Provide Micno Transit and Ride -Hailing Services Training Program and Description Details Training for Behind the Wheel Trainers — Classroom training teaches Safety and Training Managers, BTW Driving demonstrations Trainers, and Road Supervisors how to teach Skills training safe driving behaviors on a skills course Testing Training for Cadetting Trainers —trains Classroom and BTW precision driving training veteran Operators to mentor trainees one -on- course, including fare collection, one while cadetting in revenue service. communication equipment, map reading, and local policies Accident Responder Training — teaches Classroom and field training Road Supervisors and Safety and Training Certification is obtained and tracked for Managers to appropriately respond to renewal. accidents, including accurate documentation. We provide many types of training to Operators, including the following: • New Hire Training includes classroom, closed -course driving, and road training. New trainees without prior experience spend 129 hours in training, including 33 hours of classroom training, 80 hours of behind -the -wheel training, and 16 hours of cadet training. • Monthly Refresher Training — Each year, every Operator receives 12 hours of refresher training during monthly safety meetings. Meetings focus on behavior -related topics, preventing unsafe behaviors, customer service, and passenger awareness and sensitivity. • Remedial Training — Triggers for remedial training include, but are not limited to, accidents, excessive customer complaints, or being off work for extended periods. • Evaluations — Transdev evaluates every Operator and staff member who operates a revenue vehicle annually. During the ride -along, we monitor driving ability, passenger interactions, and mobility device securement. Our evaluations include a list of over 50 items to measure. New Operators receive evaluations every 30, 60, and 90 days, then annually or more often according to City requirements. • Credential Reviews —We conduct license, background, and medical certification checks following the regulations of appropriate governing bodies and the requirements of the RFP. Professional Operator Development Program (PODP) PODP is a powerful curriculum and 1:1 All Operators participate behavioral approach that teaches Operators the skills to do their jobs at the in one-on-one behind -the - highest level of safety and competence. wheel training and cadetting This program is unique to Transdev and stands out in the industry for its with an instructor comprehensive, learner -centric approach and emphasis on responding appropriately to various scenarios. C*trans La 62 Proposal to Provide Micro -Transit and Ride -Hailing Services Every operating environment is unique, and we customize the PODP to meet our clients' training requirements. We can add additional training modules, such as electric vehicles or child seat use. Key training topics include: Detailed Operator Classroom Training Operators begin their training in a classroom setting with our TSI -certified Transdev trainer. This interactive setting allows Trainees to learn about the company and the City's expectations, interact with fellow Trainees and Trainers in small groups, and get hands-on experience with various equipment and tools used in daily operations. Each Trainee receives their own workbook and training manual, doubling as a reference guide. Our classroom training is based on adult learning principles and includes: • Introduction to the Vehicle —Trainees learn about the equipment they will be driving and receive an overview of the significant systems, including steering, electrical, air, brakes, power train, lift or ramp, mobility device securement equipment, and communication equipment. • Vehicle Dynamics — Trainees learn how kinetic energy, inertia, centrifugal force, gravity, and friction act on a vehicle in motion and how to control the vehicle in response, including braking distance and how driving impacts passenger comfort and fuel economy. • Communication Systems —Trainees learn how to use the on -board communication systems effectively. Our safe driving classes include: • Defensive Driving — Trainees receive the Smith System Defensive Driving Training, which focuses on the five keys to avoiding accidents. • Fatigue Management — Trainees learn the signs of road fatigue, how to minimize it, and what to do if they feel fatigued. • Following Distance — Whether merging or passing, changing lanes creates hazardous situations that can cause accidents. Trainees learn techniques to merge and pass safely. • Changing Lanes — Changing lanes is inevitable. Whether merging or passing, changing lanes creates hazardous situations that can cause accidents. Trainees learn the techniques of safe merging and passing. • Reference Points — Understanding reference points is critical to driving large vehicles. Trainees get tips on gauging their vehicle relative to intersections, curbs, and other objects that are difficult to see due to the size and length of the vehicle. We discuss the importance of proper mirror adjustment and how to use mirror check stations. • Intersections —Trainees learn how to approach and navigate through intersections safely, the common hazards present, and how to prevent intersection collisions. C* lJ Of15d2v 63 Proposal to Provide Miva Transit and Ride -Hailing Services • Railroad Crossings — Every year in the United States, there are approximately 5,000 collisions between motorists and trains. We teach trainees a procedure for safely crossing railroad crossings and state -specific laws about railroad crossings. • Substance Abuse — Trainees learn about our drug and alcohol testing program, including the types of prohibited substances, the circumstances under which employees are subject to testing, and what happens if an employee tests positive or refuses to submit to a drug or alcohol test. • Emergency Procedures — Trainees learn the steps to take during an emergency. They learn to park and secure the vehicle safely, evacuate the vehicle, cooperate with Supervisors and law enforcement, respond to media inquiries, collect information from passengers, and document the emergency. We also discuss how Operators can ensure their safety. Passenger Sensitivity Training and ADA Compliance Transdev meets all Americans with Disability Act (ADA) requirements. We train our Operators on the policies and procedures related to interacting with individuals with disabilities and accommodating service animals. We designed our Passenger Sensitivity Training to help Operators understand situations from the passenger's point of view, determine how best to provide customer service to the passenger and recognize how their behavior impacts customers. Tenets we teach include: • Passengers want to feel safe, valued, respected, and heard. • Operators and staff must make the travel experience safe, respectful of passengers' time, and pleasant and comfortable. • Operators must understand that they are integral to customer satisfaction and how passengers perceive their trips. • Operators learn that passengers have diverse needs and concerns. The training teaches employees how their response can help or frustrate a passenger and improve or worsen a situation. We prepare our employees to assess the problem from a customer's viewpoint and then reassure or help them to make the experience positive, even if it did not begin that way. Our ultimate goal is to meet our passengers' needs. Training on Transporting Medically Fragile Passengers Transdev trains Operators to transport medically fragile passengers safely with care, patience, and extra assistance. They learn to carefully help these passengers in and out of doors and to and from entrances to minimize tripping hazards, fall risks, and other injuries associated with bumping into doorways or hidden dangers. Operators also learn about risks that make passengers frail. We also teach Operators how to recognize and report elder abuse. Detailed Road Training The classroom work gives trainees the knowledge to become good Operators. To put this knowledge into practice, we provide hands-on training, including closed courses and BTW training. C*trofisdav 64 Proposal to Provide MicroTransit and Ride -Hailing Services Closed Course Training We combine pre -driving and closed -course training with classroom training so that Trainees test what they learned from classroom materials and improve their skills on each type of vehicle in the fleet. Operators work on skills including backing, turning, and judgment stops. Our skills course training meets all federal requirements. Behind -The -Wheel (BTW) Training After Trainees complete skill area maneuvers, we take them onto the streets to practice more complex maneuvers. This one-on-one instruction includes training on roadways throughout the service area. We include additional behind -the -wheel instruction for night operations, covering typical detours we use during significant events. This training stresses managing unexpected events, including accidents, sudden road closures, and re -routings. Cadetting In -Service Training During the latter portion of training, Trainees drive actual service routes under the immediate supervision of a Trainer. During this one-on-one training, Operators experience customers, maintain a schedule or follow a manifest, and collect fares with an experienced Operator on board to assist and evaluate. We evaluate Trainees' knowledge of operational policies and procedures. To graduate from the program and be retained as a probationary employee, Trainees must: • Demonstrate mastery in all operational policies, procedures, safe and defensive driving, and technical driving skills • Demonstrate a positive attitude regarding courtesy, customer relations, and sensitivity awareness • Display professionalism through punctuality, class participation, and homework completion Ongoing Training and Evaluation Operator training does not stop after graduation. We create a culture of support and accountability through regular monitoring, evaluations, and refresher training to help employees succeed and keep passengers safe. The Safety Department monitors DriveCam daily for triggers, including hard braking, distracted driving, following too closely, and rolling through stop signs. We coach Operators on how to change unsafe behaviors. Training Documentation Our Safety and Training staff properly document each employee's training and note when the employee completes each module. Transdev uses the training log to record Trainee attendance, hours of instruction, and coursework completion. We present a training certificate to each successful Trainee and place a copy of the certificate into the employee's record. C* lJ cLRs p,v 66 Proposal to Provide Micno-Tiansit and Ride -Hailing Services All training documentation is compiled and maintained in Operator training files, which show the date completed, hours, and instructor initials on each page. The Trainee, Instructor, and Manager all sign off on the documentation to certify that each part of the training has been completed. Trainees must demonstrate proficiency with each module. They receive review questions summarizing the coursework and take a test covering their knowledge of system rules and procedures. They are tested on: • Transdev defensive driving techniques • Wheelchair boarding and securement • Paperwork and accident reporting • Pre- and post -trip inspections • Emergency procedures • General vehicle operations • Radio procedures • Fare structure and fare collection C*Training file Checklist L..,..•mm d,e>Xnkv O fmrrYUXn Xh „Ymll[mralW ba ti4 Qrow-m.mN mms:mm�,em..ammpmnenwn Qelwrimar L,.iw, oo mr,m u.wr,prmaeXdm Wom¢ fenlVbrne iemrinno,renLTinIN O lnr W ne YUNR 1nYYr{ Xeme IX M2 Y N/.V m5vrrpWs'Srnevn,. ee,es. en„repurrM,qun pM'flmmEwlL Ulrteenv�emprrtMy�a WDd{L.e.{I4puu fem.rrmnmrminrnrry Q so D„WDnonrpX.m.yeswi..Y.,tp O .mrtl.tlK,. Dm4. X.aNX.mia Q v.wwa.mn...:Xrr m.pvXmm.i Q MNupevmnmre¢a etYrlry �- W X.rr. a2�mb nywnu, The Trainer rides with the Trainee and evaluates their performance in every aspect of operations. The Trainee follows an Operator's route to demonstrate their ability to drive safely and follow instructions. We record the Trainee's final evaluation in the employee's file. Transdev retains training records and other pertinent information in the employee's file. We maintain the file throughout the employee's employment with Transdev. File contents include assessments and evaluations, accidents, annual and mandated training, supplemental training, and certifications. Right Monitoring — Ongoing Training and Evaluations Operator Training First -Year and Annual On -Board Evaluations We perform an on -board evaluation during an Operator's first 30, 60, and 90 days of employment to monitor Operator driving, customer service, and wheelchair securement. Transdev also conducts onboard evaluations following a passenger or motorist complaint. Based on our observations, we coach or retrain the Operator. Refresher Courses and Retraining Refresher courses help Operators recognize any bad habits they have developed and maintain their skills. We also provide retraining when an employee needs support around a specific skill deficiency. Refresher course topics may include: C* U ansdjav 66 Proposal to Provide Micro -Transit and Ride -Hailing Services • Substance abuse awareness • Defensive driving Bloodborne pathogens and safety • Intersections reference points • Backing basics Passenger Interaction Retraining Retraining is provided to maintain employees' skills or respond to a specific deficiency in employees' work performance, including accidents and traffic violations. The chart below shows triggers associated with retraining. Retraining Triggers Training When Where Why A variety of topics ranging Up to eight hours per Facility Routine skills from evacuation drills, year enhancement security training, customer training service and pre -trips Defensive Driving A minimum of 4 hours Classroom Post -accident Refresher Training to understand the root and road cause of the accident work and avoid the accident in the future. Customer Service Training Minimum of 2 hours Classroom Excessive customer complaints Update of revised policies, Minimum of 4 hours Classroom Off work for >30 procedures, and detours, and road days Defensive Driving review. work Road Test Update of revised policies, Minimum of 16 hours Classroom Off work >90 days procedures, and detours. and road Defensive Driving review. work Road Test C*trans' 67 Proposal to Provide Micro-Tranait and Ride Hailing Services Safety First Leadership Training Safety First Leadership Training takes safety performance to the next level through behavioral change. We focus on eliminating potentially unsafe behaviors before they become hazardous events. BeSafe is an effective tool used alongside the procedures and policies in our Safety Management System. SAFETYJ FIRST* • Influencing Safe Behaviors — Transdev understands that by making safety a core value, we can guide the behaviors that impact safety performance. BeSafe training reduces or eliminates accidents and incidents in our workplace. It helps employees understand the causes and consequences of safe and at -risk behaviors, how to follow safety processes and practices, and how to improve safety. • Training Program — Managers and Supervisors must model safe practices for their teams and employ positive reinforcement to recognize safe operation and maintenance procedures. The BeSafe program includes the Safety Leadership Coaching Process, which we use to determine specific workplace safety behaviors to focus on — specifically, what behaviors prevent collisions and injuries. • Recognizing and Reinforcing Safe Behaviors— Managers and Supervisors learn to acknowledge safety practice improvements in real time and consistently reinforce them with positive feedback. We follow a systematic process to shape the critical behaviors that drive results: • Planning: This effort focuses on linking behaviors to results. Managers and Supervisors engage in this planning process to conduct individual employee engagement opportunities. • Employee Engagement: These are daily, planned coaching interactions that focus on the specific behaviors that prevent collisions and injuries. These interactions are designed to be brief and pinpointed to one particular action or behavior. • Group Debrief Sessions: These once -per -week meetings take place between a group of Managers and Supervisors. The most senior Manager of the group facilitates the session. Each participant shares one example of an employee engagement opportunity with the team, and the remaining members of the group provide them with feedback. In this manner, we refine and improve how we deliver our employee engagement opportunities to the staff to make the interactions more effective. Dispatcher Training Dispatchers have a complex job, and they need to be able to think on their feet, communicate effectively with Operators, and remain calm in stressful situations. They must also have the skills to multitask, relay correct information, and deal with complaints in a professional and calm manner. Dispatchers receive the class portion of Operator training, which is 34 hours. They also receive additional training on the following topics, shadow experienced Dispatchers, and observe live calls. C7�tra isdev 68 Proposal to Provide Micno-Transit and Ride -Hailing Services Development Training Topics and Skills Acquired Program Skills Training . Routing, scheduling, and dispatching software skills . Training on all other system software . Recognizing problem performance/steps for turning around a performance problem / diffusing conflict Safety leadership / reasonable suspicion/emergency procedures Sensitivity training and passenger assistance techniques Transdev Ethics — . Definition of ethics Making the Right . Benefits of an ethical culture Choices . Laws that enforce ethical conduct in organizations . Transdev resources . An ethical decision-making process Harassment . Definition of unlawful and prohibited harassment Prevention Training . Transdev's Unlawful Harassment Policy . Manager/Supervisor's role in responding to and preventing unlawful harassment and inappropriate behavior • Behaviors that violate Transdev's policy . Workplace bullying Employee . Defining accountability and understanding its importance Accountability . The Manager's role in holding employees accountable . The importance of clear communication and ongoing feedback The Simple Model of Accountability Communication a Positive vs. negative words Skills Verbal and . Successful vs. unsuccessful communication Nonverbal a Elements of nonverbal communication Learn to effectively deliver verbal messages to peers, employees, leaders, and passengers; understand that word choices matter; be aware of nonverbal behaviors that impact communication. Documentation . Purpose and examples of documentation The Transdev Observation Form How to prepare and preserve documentation • How to correctly fill out observation forms, drug and alcohol policy forms, and accident responder forms Managing Conflict . Definition of conflict and causes/reasons conflict occurs Steps for managing conflict Learn to assess beliefs about conflict and how to deal with it in the workplace. Learn to work through conflict with more confidence and capability. Progressive . Purpose and steps of progressive discipline Discipline . Documentation categories . Participants will be able to: • Follow the proper steps of progressive discipline • Apply the seven tests of just cause • Document the situation correctly C* lJ Q sid.ev 69 Proposal to Protide Micno-Tmnsit and Ride -Hailing Services Maintenance Technician Hiring and Training Selection Process Our Technicians must pass a thorough background screening. They are selected based on their background, skills set, and maintenance experience. Skills Assessment Our comprehensive online skills assessment allows Technicians and Managers to objectively baseline knowledge in specific areas. Each assessment measures technical competency to a detailed level of theory, application, and diagnostic ability in a number of technical areas. All Technicians undergo a basic skills assessment to determine their individual skills and suitability for the City contract. Technicians complete a comprehensive online skills assessment to establish an objective knowledge baseline in specific areas. Each assessment measures technical competency to a detailed level of theory, application, and diagnostic ability across several technical areas. Once onboarded, we use this pre -hire assessment to determine which areas the new Technician should focus on. We have also found this assessment to be an integral step towards improving a Technician's specific skill set and achieving personal training goals. Maintenance Training All Technicians and Utility Workers receive classroom, skills, and roadwork training. Separate maintenance training is performed by experienced maintenance specialists, equipment specialists, and subject -matter experts. It is conducted under the supervision of the Maintenance Manager. To the extent possible, Transdev participates in Train -the - Trainer Programs offered by our vendors, clients, and state or federal agencies to enhance maintenance training. Customized Training Based on the assessment described above, Transdev uses our in-house and vendor provided training resources to prepare our Technicians to keep the City's vehicles in top operating condition. Technician training combines hands-on training with online training to strengthen our maintenance team's skill level. Hands -On Training After Technicians have completed their training, they will perform hands-on training on-site. The Maintenance Manager will observe new Technicians completing jobs, offering constructive feedback and instruction. Managers will demonstrate specific skills and procedures and then watch the Technician perform corresponding procedures. This hands-on training ensures that all Technicians are demonstrating required skills in accordance with the City and with Transdev requirements and best practices. C*VCLrLSCIP,/ 70 Proposal to Provide Micro -Transit and Ride -Hailing Services Manufacturer Training Our Technicians also receive classroom instruction and on-the-job training provided by manufacturers and parts suppliers. We leverage our relationships with these vendors, who send trainers to our locations to improve our team's skill set and ensure Technicians have up-to-date skills and maintenance knowledge specific to the different vehicle types we maintain. Maintenance Personnel Training and Certification Transdev ensures that all locations adhere to applicable regulatory requirements regarding certifications for Technicians. We record all training on the Transdev Maintenance Training Record Form. ASE Certification and Blue Seal Recognition The ASE Certification Program provides Technicians with nationally recognized professional credentials. Transdev is fully committed to the ASE Certification Program and encourages all our Technicians, Parts Clerks, Parts Managers, and Maintenance Managers to achieve ASE Master Truck Technician certification. We provide financial incentives for doing so, which are described in detail in the Maintenance section of the proposal. Blue Seal of Excellence General Manager Training General Manager Zack Deukmajian participates in ongoing training on topics including talent acquisition, payroll analytics, TOM software use, accounting, and risk management, completing Monthly Operating Reports (MORs), and using the safety dashboard. Compliance Training for Specific Employees Transdev understands the importance of educating our employees on the laws and regulations that apply to their jobs and industry. Speck employees are required to take the following online compliance training, as described below. Course Position Timeframe ADA - this course is broken down into four Human Resources staff Annually lessons and a quiz. and Managers and above HIPAA — this course provides an overview of Human Resources staff Once the Health Insurance Portability and and Managers and above Accountability Act of 1996 to employees who handle or have access to confidential health- related information. Understanding the Family and Medical Human Resources staff Once Leave Act of 1993 (FMLA) and Managers and above Workplace Harassment Prevention Training All Employees Annually —this course reviews federal and state anti- C*troj-ts IP.v 71 Proposal to Provide Micro Transit and Ride -Hailing Services Course Position Timeframe discrimination laws and company policies prohibiting sexual and other forms of unlawful harassment. Through hypothetical scenarios and real-life examples, the course instructs Managers to recognize and prevent harassment and retaliation. Data Security — this course teaches All Employees with a Annually employees how to protect information from Transdev Email address corruption and unauthorized access. Data security aims to safeguard privacy while protecting personal and corporate data. This course provides guidelines to protect Transdev's network from unauthorized access. Fight Against Corruption All Managers and above Annually Employee Retention and Incentives Our retention and incentive plans seek to increase employee engagement and convey the importance of their role in the overall organization. Our incentive plans focus on quantifiable safety, reliability, customer service parameters, observations, and customer comments. We use the following retention and incentive programs for City employees. MobiMe Employee App One of the most effective ways to improve an employee's quality of life is by improving their work schedule. Transdev's MobiMe technology helps our frontline employees manage their work activities using an easy -to -navigate mobile device app. MobiMe reduces the negative impact on service resulting from Operator shortages by facilitating instant communication between employees and Supervisors and sending automated system updates and informational alerts. MobiMe features include: • Push notifications — Dispatchers issue push notifications to alert employees of shift start times and shift changes the night before service. • My Messages —Allows multiple types of messages requiring confirmation. Messages remain on the page until the employee indicates they have read them. Messages are also displayed for the employee's Supervisor. • Schedules and Counters — Displays the employee's balances for accrued sick and vacation time and a history of time used. C*trofisdev M.ObiM,e ©■m m 00 m m m ll Vim■ • 72 Proposal to PmAde Micro -Transit and Ride -Hailing Services • Absence Request — Allows employees to submit absence requests using sick or vacation time. MobiMe displays the balance for the employee to review before submitting the request. Supervisors are immediately sent an email alert when an employee absence request has been submitted. • Extra Work Volunteering —Allows employees to select the days they are available to work additional shifts. Supervisors view Extra Work to assign shifts following CBA rules. • Swap Request— Processes and verifies requests to swap shifts. • Local Management —Allows local management to share information with their staff. • Document Library: Provides access to documents and training materials. • Local News: Provides the ability to publish local news articles, including photos and links. • Survey: Provides the ability to push a survey out to staff. Employee of the Month and Year Awards Transdev awards Employee of the Month and Employee of the Year at each location. Years of Safe Driving Program The Years of Safe Driving Program honors Operators who drive an entire year without an accident or injury — a truly remarkable accomplishment. We have provided additional information about the recognition program in the previous Safety, Accessibility, and Environmental Responsibility section of the proposal. Employee Appreciation and Team -Building Events We hold employee appreciation events throughout the year to show our gratitude and recognize the ongoing work of our teams. National Employee Appreciation Week Transdev's employees live our purpose every day. They empower passengers with the freedom to move using safe, reliable, innovative transportation solutions and serve the common good through equitable, supportive, and community - focused mobility. We celebrate Transdev's National Employee Appreciation Week during the last week in August each year. Events include distributing treats, snacks, and meals, decorating facilities with banners and posters, sending employee messages throughout the day via in -vehicle tablets, radios, and email to recognize our employees' hard work and dedication, and more. Our corporate marketing team supports this important event by distributing banners, flyers, invitations, and templates to help our managers plan and promote events. C*-trafisdPv 44WW'm Georgia North Is Celebrating Our very Own Who Make Transportation Happen One Day Wasn't Enough to Honor All That You Do Tuesday, August 30th Continentat Breakfast Wednesday, August 31st Snacks and Safety Blitz September Thursday. September 1st Luncheon Celebration Thank you TEAM 610, �I 73 Proposal to Provide Micro -Transit and Ride -Hailing Services Promoting from Within — Opportunities for Advancement Transdev promotes from within whenever possible. For example, many of our senior managers started their careers as Operators. They progressively increased their responsibilities to their positions today. We encourage employees to apply and interview for jobs they are qualified for and interested in pursuing. Technician ASE Certification Incentive Transdev implements programs that support our commitment to excellence. To encourage our Technicians to pursue ASE certifications, we provide financial incentives for each one they achieve. This program promotes the development of our employees by rewarding those who achieve milestones and keep their certifications current. ASE Bonus Compensation Structure ASE Certification is widely recognized as the gold standard in verifying automotive industry professionals' talents, qualifications, and education. We offer access to all ASE testing at no cost to employees, and employees can earn per -hour bonuses for successful ASE Certification as follows: • While working to earn their first Master Technician Certification, the employee will receive a $0.25 per hour bonus for each ASE test completed. • While working to earn their second Master Technician Certification, the employee will receive an additional $0.10 per hour bonus for each ASE test completed. • Maintenance Managers earn a $2,000 bonus if their location receives the Blue Seal Certification. • All ASE -certified Technicians working at a location that receives the Blue Seal Certification will receive an additional $0.25 per hour bonus. • When a Technician completes the required certifications and is recognized by ASE as having World Class designation, we give them an annual bonus of $1,000. • When a Technician completes the required certifications and is recognized by ASE as having President's Club designation, we give them an annual bonus of $2,000. Custom Employee Wellness Programs Transdev has a variety of wellness programs, and we customize each program for our client partners. We encourage our teams to create contests to promote healthier living, including ideas like walking contests, weight -loss competitions, community walkathons, and hiking or biking clubs. C*tra„Sd,v Stay Hydrated _rv,kmg mo water 'han usual—ac least anon of water daily -- ran help prevent heat Illness. D� 1'a•t wO ,ou're rh"ty 74 C*� Proposal to Provide MiaaTransit and Ride -Hailing Services Monthly safety meetings include a 15 -minute wellness topic, and topics are based on current events, employee suggestions, and input from City team members. Wellness topics include diabetes and sleep apnea awareness, healthy eating, first aid, stress management, exercise, community outreach, and financial health. Mobility Change Makers Program The Employee Mobility Change Maker program celebrates our employees who consistently provide excellent service to internal and external customers. General Manager Zack Deukmajian nominates employees for this award, and they receive a certificate and are recognized on our internal employee website. For example, we recently named Gilbert Esquivel, an Operator at our EI Monte, CA location, as a Mobility Change Maker for his commitment to providing safe and reliable transportation. Gilbert has been on the Transdev team since 1991, driving the same route consistently for 33 years. Over his multi -decade career, Gilbert has developed strong relationships with his passengers, learning their stories and routines. He has also earned awards for his outstanding safety record, excellent customer service, perfect attendance, and superior history of on-time performance. Employee Learning and Professional Development In addition to our standard training programs for all employee roles, Transdev supports ongoing skills development by offering many learning programs and training opportunities. We aim to retain motivated, engaged employees and help them gain new skills to grow into leadership roles. Our training programs include the following: New to Transdev— All new employees participate in two hours of that introduces Transdev's values and our focus on passengers. The course includes information on Transdev and our services, diversity and inclusion, how to recognize and overcome bias, and customer service fundamentals. New Professional Role — Employees who have moved into an office or professional role participate in two and a half hours of courses to expand their understanding of this new environment. Topics include time management essentials, receiving and seeking feedback, building better relationships, overcoming imposter syndrome, and dealing with stress and pressure. New to Management — Employees that have moved into a management role for the first time receive six to 10 hours of training on topics including time management essentials, receiving and seeking feedback, how to build better relationships, how to overcome imposter syndrome, dealing with stress and pressure, leadership foundations, developing and leading high - performing teams, and impactful communications, among other topics. C;itro isdzv 76 Proposal b PmNde MivaTransit and Ride -Hailing Services Advancing in Management — This training course is for employees who have served in a management role for at least six months. It includes classes that teach management skills, self- awareness, developing teams with impactful communication, leading teams through challenges, and developing and leading high -performing teams. Developing General Managers Program —As previously mentioned, this program prepares high -achieving Operations Managers, Assistant General Managers, and Safety Managers for General Manager roles. Participants must apply and be accepted to the program, which includes online training, a two-day in-person training, and a final in-person session for participants to conduct a presentation and for leaders to answer questions. General Manager (GM) Onboarding — This training supports newly hired and newly promoted General Managers. Subject matter experts facilitate training throughout 15 sessions. The program introduces Transdev and defines the critical functional areas where a General Manager must be effective. Mentor@Transdev — This one-year mentorship program for MENTOR women provides opportunities for professional growth and development, offers foundational management skills, and @Transdev reinforces Supervisor fairness in decision-making. The curriculum includes self -paced learning opportunities, monthly mentor and group meetings, strength -finders tests and follow-up analysis, membership to one of three transportation associations, and a capstone project at the end of the program. Learning Management System (LMS) —Transdev offers all employees shortwebinars, articles, and podcasts on current topics, including software systems, motivation, and management. The LMS includes training on hundreds of subjects. Examples include ADA overview, workplace harassment prevention, data security, a guide to effective meetings, motivating your team, and avoiding burnout. Any of our team members can access the LMS. Compliance Training —All Transdev employees receive annual compliance training on workplace harassment prevention, and all Transdev employees with a company email address receive yearly data security training. Managers and above receive training on ADA, HIPAA, understanding the Family and Medical Leave Act (FMLA), and fighting against corruption. Competitive Wages and Benefits Our proposal includes adequate wages to recruit and retain a qualified team. We offer a robust benefits package, including vacation, sick leave, health care, short-term disability, life insurance, and vision and dental care. Some of these benefits increase with seniority to recognize the importance of retaining experienced team members. Employee Benefits Transdev offers annual wage increases to our employees at the beginning of the year. Additionally, Transdev provides a competitive benefits package that includes: • Life Insurance —Transdev will provide a term life insurance plan at no cost to the employee. The plan offers an employee's annual salary. In addition, employees may purchase additional life insurance between one to five times their annual salary at their own expense. C*transc 76 Proposal to Provide Miao Transit and Ride -Hailing Services • Short- and Long-term Disability —Transdev provides short- and long-term disability to employees. • Employee Assistance Program (EAP) — Transdev provides employees and their families with an Employee Assistance Program (EAP) through Quantum Health Solutions. Our Employee Assistance Program offers free and confidential support for various personal issues and concerns, with up to eight free counseling sessions per issue. • Retirement—Transdev offers access to a 401(k) -retirement employee match plan, which can provide a tax-deferred savings feature and a choice of various investment fund options currently administered through Fidelity Investments. • Vacation —Employees accrue vacation time based upon hours worked, for a total of five vacation days after one year of service, ten vacation days after two years of service, and 15 days after five years of service. • Holidays —Employees receive eight federal holidays (New Year's Day, Martin Luther King's Birthday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, and Christmas Day). Employees also receive two personal days and four floating holidays each year. • Jury Duty — Transdev takes its civic responsibilities seriously and pays employees summoned for jury duty service. • Bereavement Leave —Transdev provides employees with funeral leave of up to three paid days for nearby funeral services and five days for funerals more than 500 miles away. Fleet and Maintenance Fleet Plan Transdev's fleet for the City's microtransit services will include two Ford E -Transit vehicles and two Toyota Sienna Hybrid minivans , three for service and one spare. All vehicles will be wheelchair accessible. Details regarding these vehicles have been included in the Appendix. C�rVansdzv 77 Proposal to Provide Micro -Transit and Ride -Hailing Services Vehicle Maintenance Program Transdev manages, operates, and maintains over 20,000 vehicles throughout North America at 440+ contracts. Our vehicles are powered by various fuels, including gasoline, diesel, propane, CNG, biodiesel, hybrid electric, and electric -powered sources. Our maintenance program provides the following: • Everyday reliability —We help you get passengers where they need to go now. • Fleet reliability —We ensure you can get passengers where they need to go tomorrow. • Safety — When maintaining the fleet, we assume responsibility for their safety and efficiency. • Positive passenger experience —Our goal is to ensure the fleet is safe, clean, and sanitized and pleasant smelling. Transdev's Maintenance Commitment Transdev's commitment to maintenance excellence is illustrated in the following chart. Keys to Maintenance Excellence Area of Focus Approach Rigorous Preventive Transdev's Hexagon Maintenance information system schedules Maintenance Inspections preventive maintenance for each vehicle. The City has access to this system for complete transparency of our maintenance program. Results -Driven Our experienced Maintenance Manager ensures an effective and Management efficient maintenance program for the City. Regional and corporate experts in vehicle maintenance support tour Maintenance Manager. Effective Communication Our Paperless Shops streamline communication. Tablets provide Technicians with essential information at their fingertips, such as vehicle specifications, work history, manuals, etc. ASE Blue Seal Shop Transdev has 73 ASE Blue Seal Certified Shops. We encourage Certification Technicians to become ASE certified by paying for their training and testing and compensating them for each certification. Lean Shop Recognition We use Lean Maintenance Practices and 5S Processes to improve efficiency and reduce costs by targeting strategic maintenance areas. Roadcall Management Transdev sends a trained Technician when a vehicle experiences service failure. Our priority is to quickly restore safe service to impacted passengers. Comprehensive Skills Each Technician receives extensive training, including through Assessments & Custom vehicle and component manufacturers. Training C*trafLSCEW 78 Proposal to Provide Mic Transit and Ride -Hailing Services How Our Maintenance Program is Better Ensuring an efficient and effective maintenance program is critical for successful operations. Transdev addresses the root causes of inefficiencies and works to correct them through our Lean practices, mutual goal setting, measuring metrics, and award system. Our program is proactive and seeks to perform predictive maintenance. This results in a fleet that only positively impacts the passengers and community. We prefer to solve maintenance issues in the shop — not in the field. Hexagon Enterprise Asset Management Maintenance Software Hexagon System is our software platform for vehicle maintenance files, reporting, and task HxGN EAM R` HEXAGON supervision. Transit -speck software designed for the unique requirements of a bus fleet, Hexagon captures and reports critical data to support day-to-day management decisions. This gives our maintenance team the information needed to keep each City vehicle in like -new condition. Hexagon is a flexible system that simultaneously tracks and monitors the following maintenance activities: Hexagon Description Benefits Component Task Scheduling Schedules PM automatically, based Reduces vehicle downtime by on processes defined for vehicle consistently scheduling PMs and classes or individual units. Separates making allowances for unplanned tasks by priority, such as critical work repairs. This provides the operations orders and routine tasks. team with the fleet count that they need every day for an on-time pull out. Fuel Integrates with fuel management Effective fuel management ensures Management systems to report onsite fuel fleet availability and cost savings. It inventory, support data for off-site also supports our green initiatives as fuel purchases, and manage the use a company. of fuel on revenue versus non - revenue vehicles. Warranty & Tracks warranties, recall campaigns, The system allows flexibility in Road call and related data. Users can query management of warranty data and Management the database by VIN for affected ensures timely repairs. units and issue work orders to resolve issues. Parts Inventory Supports purchasing, inventory Automated parts ordering and tracking, parts transfer, location -level requisition saves money and ensures data, and similar inventory data our Technicians are spending time information. on what they need to spend time on. Fleet Generates real-time, on-screen This is an essential tool for planning Performance reports in industry -standard vehicle lifecycle optimization and Reporting categories. Reports track costs per replacement timelines. vehicle, location, and equipment type. C* t ofisdev 79 Proposal to Provide Micro -Transit and Ride -Hailing Services Hexagon Component Description Benefits Benchmarking Facilitates quick, accurate reporting Monthly comparisons between for more than 30 performance locations identify maintenance trends statistics. to minimize vehicle downtime and unscheduled maintenance costs. Maintenance Helps Supervisors create efficient Staff schedules are based on Team schedules and monitor Technicians' vehicles scheduled for maintenance scheduling time and vehicles needing repairs. Schedules are altered by shift to account for the needs of the service provided. City Access to Hexagon Transdev provides the City with a login to Hexagon to promote transparency in our operations. You have access to real-time information, including: Key performance indicators • Standard and custom reports • Charts showing maintenance levels, times, and activities Paperless Shops and Maintenance Tablets Transdev offers an innovative approach to the typical maintenance workflow through our Paperless Shop initiative. In a typical shop, a paperwork order is touched an average of 10 times before maintenance addresses the issue. Our Paperless Shop streamlines the process by offering all forms, work orders, and tasks via tablets. • Employees can document PM inspections and record functions and j work orders from anywhere in the shop. • Tablets store the data directly into Hexagon for more precise documentation. This is a quicker, more efficient way to fill out forms and ensure the accuracy of information for future repairs and reporting. • Employees complete all follow-up work orders from the tablet, cutting down on tracking and processing paper forms. Reduced vehicle downtime /F Reduced labor costs Additional resources for Technicians Parts are pre -assigned to jobs, and Technicians can easily sign out parts on their tablets. This helps with inventory control and creates a seamless process for inspections and repairs. C*transdEv s0 Proposal to Pmvide Miao-Tnansit and Ride -Hailing Services • Supervisors plan their work based on KPI data loaded onto the tablets from Hexagon, showing them average work time, the number of vehicles out of service or awaiting parts, and other key factors for daily scheduling. • Technicians receive tasks via tablets. By reviewing their daily work assignments on the devices, Technicians can check in for the day and easily see schedule changes as they occur in real time. • Technicians log into specific jobs and log out when finished, giving exact time logging for each task. • Technicians can read other Technicians' notes on each vehicle or system Technical Assistance Center Transdev created the Technical Assistance Center (TAC) for Technicians to share best practices and receive expert advice. One of the biggest frustrations for Technicians is quickly and efficiently accessing service, diagnostic, and troubleshooting information, usually scattered across various OEM and vendor manuals and websites. We compiled the vehicle information and best practices from OEM and vendor resources into one centralized location in the TAC, which is staffed 24/7 by Technicians. The TAC Supervisor is an ASE Master Certified Technician in multiple areas and has the experience and expertise to help Technicians complete challenging repairs and find solutions to ongoing issues. The TAC Supervisor uses service requests to monitor vehicle and fleet trends to schedule appropriate preventive maintenance. When a Technician is working on a vehicle and requires further assistance, they can request help from the TAC following the procedures outlined below. The Technician submits a work order through our Paperless Shop technology, and an email notification is sent to the Maintenance Manager and the TAC Supervisor. The TAC Supervisor uses Paperless Shop technology to access the vehicle's information, maintenance history, configuration, etc. The TAC Supervisor gains entry to the Technician's tablet using remote access technology and assists the Technician with the repair. The TAC Supervisor's remote access allows them to control the camera, so the Technician and the TAC Supervisor can jointly view the problem to determine a diacnostic solution. Lean Maintenance Practices and SS Processes Our maintenance program is built on Lean Maintenance Practices and 5S Processes, which improve our effectiveness. Lean processes reduce maintenance costs by targeting strategic areas, such as reducing road calls, overtime, and outside service costs. C*traf,sdev 81 Pmposal to Provide Micro `Fmnsit and Ride -Hailing Services The 5S Process (Sort, Straighten, Shine, Standardize, and Sustain) is a workplace organization method that more effectively uses maintenance spaces and promotes safety, quality, cost reductions, and improved vehicle reliability. The 5S Process focuses on the work environment to prevent lost time and help Technicians effectively locate parts and tools with minimal time spent locating equipment. Weekly Lean Management Checklist Walks On a weekly basis, our Maintenance Manager will walk through the shop with a Lean Management checklist. This simple but powerful activity promotes continuous improvement. On their walks, the Maintenance Manager will observe employees, discuss their tasks, and identify opportunities for problem -solving and productivity gains. The Weekly Lean Management Walks allow managers to listen, observe, recognize, coach, and solve problems. Wrench Awards Transdev recognizes shops that have achieved Bronze, Silver, and Gold levels of Lean Maintenance Practices and 5S Processes. To achieve each level, our team is required to meet specific criteria in the following areas: • Shop audits • Technician training • Employee performance and efficiencies • Inventory and warehousing performance • Preventive maintenance and performance • Quality control checks • Management training • ASE certifications and training ASE Bonus Program As previously mentioned, Transdev implements programs that support our commitment to excellence. To encourage our Technicians to pursue ASE certifications, we provide financial incentives for each one they achieve. This program promotes the development of our employees by rewarding those who achieve milestones and keep their certifications current. ASE Blue Seal Certification Program Transdev strives to obtain ASE Blue Seal Recognition for each of our maintenance shops. To reach ASE Blue Seal recognition, at least 75% of Technicians must be ASE certified, and each area of service offered in the facility must have at least one ASE -certified Technician. C*r t aj-6dYN 82 Proposal to Protide Micro Transit and Ride -Hailing Services Key Benefits of ASE Blue Seal Facilities: Safety and Quality — ASE Blue Seal Shops are equipped with the knowledge and training to diagnose problems precisely and accurately so that vehicles and equipment are maintained and repaired to the highest safety standards. ASE means that Transdev assures the City that the fleet experiences fewer breakdowns and higher vehicle safety and availability — yielding increased passenger satisfaction. 4) Blue Seal Efficiency — ASE Blue Seal Shops perform preventive of Excellence maintenance and repairs more efficiently, ensuring the fleet is ready for on-time service. Success Story — Transdev Shop Supervisor Named to ASE's President's Club Bill Woods, Shop Supervisor at our Harford County (MD) Service Center, was recently recognized as a Member of the Automotive Service Excellence (ASE)V., President's Club. He is one of only six ASE certified professionals worldwide who have earned this distinction, and he received a ring to mark the honor. Bill is certified in every ASE discipline, a total of 55 certifications. He is a 2019 r ASE World Class honoree, a Master Technician in every ASE category, and is Emergency Vehicle Technician (EVT) certified. He is a 15 -year veteran of 1 Transdev Fleet Services and received the Technician of the Year Award in 2008. Preventive Maintenance (PM) Program Every Transdev-maintained vehicle undergoes thorough PM inspections to be in top condition. Routine inspections and necessary repairs follow all OEM specifications, and we conduct PMs as follows: Engine services, including engine oil filter change, and comprehensive vehicle inspection A -inspection plus transmission fluid changes and other checks C - 48.000 miles A and B -inspections plus a comprehensive vehicle inspection of all systems, including wheelchair lifts, A/C system, and a fire risk assessment C* lJ Qttsdev 83 Proposal to Provide Micro -Transit and Ride -Hailing Services The PM Process Transdev encourages all employees who have contact with vehicles to be a part of our preventive maintenance process. Utility Workers and other workers with daily contact with vehicles check for potential maintenance needs. By finding issues during service inspections, Transdev ends last-minute repairs that can delay service. PM Tasks Our Technicians ensure all systems are in safe operating condition before a vehicle enters service. The PM process includes inspecting any necessary repairs to the following systems: • Air Conditioning and Heating: The entire system undergoes detailed inspection and cleaning to ensure performance prior to peak air conditioning and heating seasons. • Brake Systems: Any defects or other safety-related system issues are corrected and tested prior to service. • Ti res: The PM process for tires includes tire mounting and dismounting, wheel inspection, wheel and tire installation, in -shop tire and wheel installation, and tire tread depth inspections. • Wheelchair Ramps and Lifts: Technicians lube the lifts and perform comprehensive inspections of the entire system, including the platform, sensors, barrier, securement devices, and controls. Technicians also pay attention to structural deficiencies and hydraulic leaks. Operators cycle all lifts and ramps daily before vehicles enter service. • Fluid Replacement and Lubrication: We perform all lubrication, oil, and filter change intervals per OEM and the City and Transdev specifications. Additionally, we regularly check engine oil, transmission fluid, coolant, and differential fluid levels. • Communication Systems: Any vehicle with an inoperable communication unit, including radios and MDTs, is removed from service immediately. We arrange for the repair of defective units under warranty by a manufacturer -approved shop to adhere to warranty requirements. Qualified vendors or employees repair items no longer under the manufacturer's warranty. After the PM inspection is complete, Technicians receive assignments for any necessary follow- up repairs. Vehicles return to revenue service after a Technician completes all follow-up repairs and they are approved by a Supervisor or Manager. Driver Vehicle Inspections and Reports Daily vehicle inspections conducted by our Operators are critical to achieving and maintaining Transdev and the City's standards of excellence. We emphasize the importance of the Operator's role within the maintenance process during training. After Operators check-in, they perform a pre -trip inspection on their assigned vehicles using a Daily Vehicle Inspection Report (DVIR) form. The form consists of a checklist that covers key areas and items for inspection on the vehicle's interior and exterior. The DVIR also provides processes specific to each inspection point. The Operator completes the DVIR form, which includes their name, vehicle number, date, odometer reading, and other relevant information. The Operator then records any deficiencies discovered during the inspection, including notes regarding what was heard or seen. C,l VmSdP,V 84 Proposal to Provide Mlcro-Transit and Ride -Hailing Services The inspection checkpoints follow the order of the Operator's progression around the vehicle, which reduces the potential for injury and increases efficiency. If a vehicle fails its pre -trip inspection, Maintenance staff will quickly assess the vehicle prior to pull-out. Maintenance will notify Dispatch if the repair will take longer than a few minutes. If so, another pre -tripped bus will go into service. Fueling and Cleaning Fueling Transdev will fuel the vehicles and wash the interiors daily. The Operations and Maintenance teams coordinate a vehicle parking plan, so the morning Dispatch team knows the location of each vehicle. Transdev enforces an Anti -Idling Policy. Operators are trained not to idle vehicles longer than three minutes while not in transit unless certain exceptions exist. When Operators arrive at loading or unloading areas, we require them to turn off their vehicles as soon as possible to eliminate idling time and reduce emissions. Vehicles are not restarted until the Operator is ready to depart, and there is a clear path to exit. Cleaning The City takes pride in its professional image in the community, and we understand our role in protecting that image. Transdev will represent the City brand in how our fleet appears both inside and out. We also realize that the passengers' impressions of the bus can lead to other assumptions about safety and performance. Our team will ensure that those impressions are good ones. Interiors will continue to be cleaned daily, and the exterior of the vehicles will be cleaned at least twice per week, or more frequently as needed. Transdev cleans out vehicles and disposes of any trash at the end of each shift. The following cleaning and washing activities will be conducted: • Wash and scrub exterior • Spot mop floor; dust interiors • Remove all trash from inside vehicle • Sweep floor to remove all dirt, paper, etc. • Wipe clean all stanchions and grab bars • Clean windows as necessary inside • Clean side panels as needed • Remove any graffiti and insect remains • Mop floor and step wells • Wipe dash clean C* rolls%✓ 85 Proposal to Protide Miao Transit and Ride Hailing Servims The Maintenance Manager or Supervisor will randomly spot-check the vehicles daily, and all members of the management team will regularly spot-checks the vehicles. Transdev inspects, monitors, and replaces, as necessary, original equipment supplied with the vehicles, including wheelchair securement items, fire extinguishers, reflectors, and first aid kits. During their pre -trip vehicle inspection, the Operator ensures all equipment is on board and in good working condition. Items such as fire extinguishers will be examined and serviced at manufacturer -suggested intervals. Major Component Repair Our comprehensive PM program extends the useful life of each vehicle's major components. We will closely monitor performance indicators to identify component wear through oil sampling, gathering of fault codes, and testing for blow-by and oil consumption to determine when a unit needs a new engine or transmission. Transdev uses qualified local vendors to rebuild engines and transmissions as needed. Road Calls and Accident Repair Road Calls In the event of an accident or incident while the vehicle is in service, the Maintenance Manager is noted of the location of the accident and the bus involved. The Manager or a Supervisor will inspect the vehicle to determine the extent of the damage, and a decision will be made to return the bus to service (if the damage is negligible) or remove the bus from service if there is extensive damage or a major repair is needed. Accident Repair Accident repairs will be closely supervised and may be conducted by qualified local body shops All bodywork and painting meet industry best standards and the City graphic standards, regardless of who performs the work. No vehicles are placed into service with noticeable body damage to the vehicle. Graffiti Removal We have a zero -tolerance policy for graffiti and will implement a program to detect and remove it from all vehicles as soon as possible. Operators perform pre- and post -trip inspections, paying close attention to graffiti that may negatively affect the appearance of fleet vehicles. The Operator notes any blemishes, scratches, or dents on the inspection reports and sends them to the Dispatchers, who update the maintenance department with any necessary work orders related to the findings. Inventory Control Transdev will meet our commitment to exceed your on-time performance and productivity standards by ensuring the fleet is safe and ready for service each day. Having the right parts for preventive maintenance and unscheduled repairs is critical. We use the Hexagon maintenance management system to monitor inventory levels and ensure the right parts are available to keep fleets moving. Transdev uses OEM parts or approved equivalents. C* t Qnsdov 11 86 Proposal to Provide Micro -Transit and Ride -Hailing Services We follow these principles to manage our parts inventory most efficiently: Proactive management of stocking levels Organized parts storage • Data -driven decisions Managing Inventory with Hexagon Our Hexagon software allows us to manage parts inventory proactively. We enter every part into Hexagon with a preferred vendor, a backup vendor, alternative part numbers, reorder points, and restocking levels. All parts receive a label for the corresponding part and bin to ensure organization and accuracy in our parts room. Maintenance staff stores parts in bins and arranges the bins according to the code order in Hexagon. Within Hexagon, we set up minimum and maximum inventory levels and choose a preferred vendor. Several times a week, our Manager will run a requisition function in Hexagon for any part in the inventory that has fallen below the set minimum. Hexagon will order the parts from the preferred vendor to bring the inventory to the maximum level. As an added method of control, our shops perform physical inventory four times a year, along with outside auditing firms randomly certifying the physical counts. Maintenance staff will also perform cycle counts every week, counting a percentage of our inventory to verify quantities. Air Conditioning And Wheelchair Lift Parts and Materials Given the critical nature of both the air conditioning and wheelchair lifts, we keep the most commonly used parts in stock, which are readily available for use. Warranty Program Transdev uses Hexagon to easily track warranties, recall campaigns, and related parts data through Hexagon. The process of a warranty claim in Hexagon is as follows: The Warranty Center generates the claim and reviews the 110 andclaim statuses, proceeds to either "reimbursement" or "denied," and updates the status in Hexagon. C*tI0115dPi✓ 87 Proposal to Provide Micro -Transit and Ride -Hailing Services Corporate Purchasing Agreements Transdev reduces maintenance costs through our corporate buying power. We have built relationships with parts vendors and can buy quality parts at a lower cost. Transdev has Corporate Purchasing Agreements with a number of vendors that represent 120,000 unique parts. These relationships ensure we receive quality parts, the best service, and competitive pricing, which we pass on to our partners like the City. Our agreements with major parts suppliers include Ford, Chrysler, General Motors, Cummins, Bridgestone, Firestone, Goodyear, Michelin, AutoZone, and NAPA. The majority of the national vendors we use offer parts and services through their network of local dealers. Transdev may also use other local vendors to provide parts and services. Maintenance Quality Control Process Four Step QA Process We monitor vehicle maintenance quality through a four -step process: 1. Scheduled PMI During the scheduled PMI, the Technician thoroughly inspects the vehicles and facilities for all defects, no matter how minor they may seem, and notes them on the PMI defect form. A Supervisor either assigns for repair or releases the vehicle (the Supervisor or Maintenance Manager are the only representatives authorized to release it). 2. Vehicle Quality Assurance Audits A Maintenance Supervisor or the Maintenance Manager performs a series of QA audits, including: • PMI Quality Assurance Inspections • Vehicle Readiness and Cleanliness Inspections • Vehicle History Files and Records Audit Log The PMI Quality Assurance Inspection and Vehicle Readiness and Cleanliness Inspection sections contain 90 days of records. The Vehicle History Files and Records section contains 12 months of records. Records are filed in chronological order. PMI Quality Assurance Inspections We perform PM quality assurance checks on at least 20% of all PM inspections. These inspections are essential for quality control and also help us train our Technicians to improve inspections. We take a team approach to inspections: • First, the auditor (a Technician) checks for objective evidence that PM procedures are completed following all regulatory and contractual requirements. • The Supervisor visually inspects the vehicle and counsels the Technician on any items not identified during the original PM inspection. • The Maintenance Manager reviews each of these audit forms and makes changes as necessary to correct any noted deficiencies. C*I U'QnscLev 88 Proposal to Provide Mia Transit and Ride -Hailing Services The Regional Director of Maintenance also reviews these forms during routine site visits. Readiness and Cleanliness Quality Audit —Transdev has a comprehensive fleet cleaning program to keep the vehicles clean and ready for service. The Readiness and Cleanliness Quality Audits are internal audits that function as self -checks to ensure we adhere to the plan. We document these inspections using the Service Readiness and Cleanliness Inspection Form. The form uses a weighted system, assigning double the points to key areas. The scoring scale is: • 0 — 75 Unsatisfactory • 76 — 85 Needs Improvement • 86 — 95 Meets Expectations • 96 —100 Excellence saver. PexelnwlLlex,ivxxln sum x.vsa: rornon: __ se xo.: or: SIM We mandate that all locations perform these audits on at „ least 20% of revenue seryice vehicles each week. When the Maintenance Manager receives the audits, they must make changes. The Maintenance Manager (or their designee) is the only person who can identify vehicles as ready for revenue service. Vehicle History File and Maintenance Records Audit — We take compliance with regulatory agencies seriously and allocate appropriate resources to this process. Keeping these records ensures that we: • Are held accountable to our established internal standards. • Comply with our client's standards. • Comply with all applicable regulatory agencies • Track the individual vehicle's performance and the performance of the vehicle type. To ensure our record-keeping is the best, we perform periodic Vehicle History File, and We perform periodic Vehicle History File and Maintenance Record Audits to ensure our record-keeping is the best. Each month, we audit at least 5% of the fleet files. Our audits go back hree months and the Maintenance Mana er oversees �OEM=fi WIMMUMEM i IMEMOMEMEMEMSEE MMIMMMM MEMO MEEMEMEMEME SEEN • All required records (repair orders, DVIRs, and other audit records) are present. • Each record and repair order accurately reflects the maintenance we performed. • Paper files are accurately recorded and documented in Hexagon. • All maintenance forms are completed properly. C* lJ QfxSdP_✓ as Proposal to Provide Mwoa Transit and Ride Hailing Services • Lubrication analysis program records are filed and documented properly, and lab results are maintained chronologically. Taking a closer look at the records helps us make modifications for the better, including examining our maintenance approach, adjusting our inventory levels, and anticipating major component failures before they occur. 3. Site Visit Review Transdev builds in Site Visit Reviews because nothing can replace having physical eyes on an operation. These period reviews help us improve efficiency, analyze trends, and implement new best management practices. When the Senior National Maintenance Director or National Director of Maintenance visits a maintenance operation, it triggers one of these reviews. The Maintenance Manager performs the review, which looks at several areas, including vehicle inspection, vehicle records inspection, and whether the local operation follows the QA audit process. 4. Annual Performance Review Every step of our Maintenance QA Program builds on the one before, and the last step is the Annual Performance Review. The Senior National Maintenance Director or National Director of Maintenance conducts the review, which covers 145 individual items. It examines the local operation's self -audit program, particularly whether the team made the corrections called out in the Site Visit Review. We communicate this audit's results with our client's executive management and Transdev's Chief Operating Officer. Hexagon and Key Performance Indicators (KPIs) Hexagon is a valuable quality assurance tool for Key Performance Indicator (KPI) reporting to ensure the City fleet is well-maintained and safe for your passengers. Our database allows for continuous trend analysis of target benchmarks for maintenance activities. KPIs analyzed through Hexagon include: • Data validation checks at data input • Status reporting of work orders • Delays and reasons for delays • Tailored reporting and exception reports • Preventive maintenance and parts inventory • Technician productivity • Vendors for outside repair • Fuel and oil consumption and efficiency • Overhead costs • Training records C*transc[ev 80 Prapasal to Protide Micro Transit and Ride -Hailing Services Measurement of Program Effectiveness Hexagon also tracks KPIs to identify and analyze trends, including the following: Trend Measurement Preventive Maintenance Compliance Percent of PM inspections performed on time Technician Overtime Percent of payroll paid for overtime Road Call Performance Miles between road calls Scheduled/ Unscheduled Work Percent of work that is scheduled work (PM, PM follow-up) compared to unscheduled work (DVIRs, road calls) Repairs Between PM Inspections Number of repairs between PMs (measuring the effectiveness of the PM program) Hours over Standard Job Time Technician hours that went over the standard job time Auto -Reorder Percentage Percent of parts ordered by the auto -reorder process Outside Services Percentage The percentage of maintenance cost spent at outside vendors Cost per Mile Overall cost per mile and comparison of cost per mile with similar fleets Liquidated Damages Liquidated damages due to maintenance -related issues Maintenance Safety Standards Transdev is proud of our maintenance safety record, and we follow the procedures below to maintain safety in our maintenance operations: • Each Technician is responsible for working safely and avoiding unsafe situations that might occur. This includes reporting any concerns regarding safety or knowledge of hazardous conditions or acts. • Transdev requires all maintenance personnel to wear the proper PPE at all times. • Maintenance team members wear uniforms with built-in high -visibility bands. • Maintenance personnel keep work areas clean and free of clutter. Each shift performs general cleaning of their work areas at the end of each scheduled shift. • When operating any fleet vehicle, Technicians restrict the vehicle's speed on all facilities and other off-street areas to the posted speed limits. • All depot and garage traffic are designed to operate the vehicle in a drive-through direction to reduce or eliminate the need to reverse and to keep everything running smoothly. • Before any operating maneuver, employees walk around and behind the vehicle to ensure it is safe. The Operator turns on the four-way flashers and taps the horn before moving the vehicle. If the Operator needs to reverse, they take the same safety steps but request the assistance of a Spotter. The Operator is responsible for the vehicle's safe operation when driving in reverse, even if someone else is guiding them. C*VOFsdev 91 Proposal to PmAde MicnaTransit and Ride -Hailing Sennces • Unauthorized personnel, including relatives, visitors, and passengers, are not permitted in the shop or vehicle parking areas without prior approval of local management. All non- Transdev visitors to the garage must wear safety glasses and a high visibility vest and must be accompanied by a staff member at all times. • Improper use of maintenance equipment is prohibited. No maintenance employee is permitted to operate a vehicle or equipment on which they are not licensed and/or certified. • All maintenance employees are trained in the following subjects: • Proper bending/lifting techniques • Right -to -know • Tag-out/lock-out • Blood-borne pathogens • Spill control and countermeasures • Material safety data sheets (MSDS) • Fire suppression and emergency evacuation • Proper use of PPE • Hazmat control and handling Industry Leaders in Electric Vehicle Maintenance and Operations Transdev manages, operates, and maintains more than 20,000 vehicles throughout North America at 440+ contracts. Our automobiles, buses, and vans are powered by a variety of fuels, including gasoline, diesel, propane, CNG, bio diesel, hybrid electric, and electric -powered sources. We work with 18 manufacturers and partner with transit authorities worldwide, from South America to Scandinavia, France, and Australia. We have gained valuable expertise as we grow in the zero -emission transportation environment. We have found that: • Converting a fleet to zero -emission is more than just a technical matter; it involves transforming the culture and organization of our ecosystems. • We can use the new skills we have gained to tackle challenges in converting fleets, which are mainly operational. • Because there is no single solution, we create customized offerings for each local environment regarding system design, depot size, and guidance in choosing energy and recharging solutions. C*'V cui5de✓ 92 Proposal to Provide Miao-Transit and Ride -Hailing Services • Our role is also to support the transformation of operations and maintenance jobs with training and additional resources. Electric Vehicle Experience Worldwide, Transdev operates and maintains more electric buses than any other operator outside of China. In the United States, we currently operate and maintain electric vehicles at the following locations. Transit System and Location Vehicle Type Number of Electric Vehicles Alexandria Transit Company (Alexandria, VA) Proterra, New Flyer 14 Tri Delta Transit (Antioch, CA) BYD, Proterra 6 Atlanta Region Transit Link Authority (Atlanta, GA) MCI 1 Boston Public Schools (Boston, MA) Blue Bird 20 Butte Regional Transit (Chico, CA) Gillig 5 Burlington LINK (Burlington, NC) BYD 2 Columbus (OH) Airport RAC New Flyer 3 Fairfax County Connector (VA) New Flyer 12 Foothill Transit (Arcadia, CA) Proterra & Alexander Dennis 19 Howard County (MD) BYD 3 Las Vegas RAC (Rental Car Shuttle) Gillig 4 Maryland Aviation BW New Flyer 8 The Bus (Merced, CA) New Flyer 5 Mountain Metropolitan Transit (Colorado Springs, CO) Proterra 4 Napa Valley Transportation Authority (Napa, CA) BYD, Proterra 7 Nassau Inter -County Express (Long Island, NY) New Flyer 6 Redding Area Bus Authority (Redding, CA) Proterra 1 Regional Transportation Commission of Southern Nevada (Las Vegas, NV) New Flyer Hydrogen Fuel Cell 4 Rochester Public Transit (Rochester, MN) New Flyer 2 San Diego MTS New Flyer 16 San Luis Obispo RTA (San Luis Obispo, CA) New Flyer, Proterra 2 City of Santa Cruz (CA) Phoenix Motorcar 2 Solano County Transit (Vallejo, CA) BYD 5 Sonoma County Transit (Santa Rosa, CA) BYD 6 Southwest Transit (Eden Prairie, MN) Phoenix Motorcar 1 Stanford University (Stanford, CA) BYD 41 Summit County (Breckenridge, CA) Proterra 4 DART (Sussex County, DE) Proterra, Gillig 4 University of Kansas (Lawrence, KS) Gillig 5 Yolo County Transportation District (Woodland, CA) Proterra 6 C* Lrofisde v 93 Proposal to Provide Micno-Transit and Ride -Hailing Services Our EV Expertise Continues to Grow Transdev's reputation as an industry leader in electric bus maintenance is so robust that our Technicians are certified to make warranty repairs for multiple manufacturers. We have the knowledge and experience to assist our clients with maintaining electric vehicles, including determining the right type of vehicles for the area, the best method of power (battery, inductive charging, or conductive opportunity charging), and strategic charging locations based on hours and miles of service, battery capacity, and route conditions. Our successful performance with electric fleets gives us a network of national and international experts who can assist our clients as needed. Due to the size of our company's maintenance function, we have also developed a large vendor base. This provides savings in parts procurement and reduces downed vehicles because parts are readily available. i ne use of electric buses Impacts operator runcuts and schedules. The vehicles are sensitive to road conditions, weather, and driving behaviors. Transdev has developed our software to optimize electric vehicle use and minimize service disruption. This tool is particularly useful as vehicles age, and the battery capacity is reduced over time. Proposed Technology As the current fixed route service is phased out, Transdev will continue to provide Passio for a fully integrated solution for CAD/AVL, automatic passenger counting, automatic voice annunciation, and passenger app, as well as advanced reporting capabilities. RideCo Overview Transdev is pleased to partner with RideCo to provide the RI DE',O technology component of the City of Rosemead services. • RideCo is the leader in passenger -centric on -demand transit technology, with the most adopted cloud -based paratransit and microtransit solution among the 10 largest cities in the United States. Trusted by agencies, as well as fleet operators and technology companies, the platform powers the largest on -demand transit services in North America including Philadelphia, Los Angeles, and Houston. RideCo stands at the forefront of the transportation revolution, redefining the way people move in today's dynamic mobility landscape. Founded in 2013, RideCo disrupted the status quo by introducing the first app -based on -demand public transit service in North America in 2015. Since then, RideCo's relentless pursuit of innovation has yielded features that have changed the way riders use transit and how agencies operate their services. C*transdev 94 Pmpasal to PmAde Mic Transit and Ride -Hailing Services With over 120 employees and a tenure of 10+ years in the industry, RideCo has implemented more than 85 on -demand paratransit and microtransit services across 65+ cities in North America. In the U.S., RideCo has the leading market share across the 10 largest cities. Among the seven of the top 10 largest US cities that have adopted app -based, on -demand public transit, RideCo serves almost 60% of them. RideCo's entire product suite has.been built by their in-house engineering team in North America, which ensures a superior quality of integration, technical support, and the ability to rapidly incorporate customer feedback into product improvements and updates. Other large multinational firms cobble together disparate products through acquisitions or third -party licensing arrangements, but RideCo builds products with great pride in innovation and integration. RideCo's clients benefit from the industry's best customer support, which has resulted in a 95+% retention rate and 120% net revenue retention rate, meaning most clients expand their scope of services. This speaks volumes about the trust that clients have and the ongoing value they derive from RideCo's solutions. RideCo has a tremendous implementation success rate with all clients deployed in the last two years. From service planning to implementation and expansion, RideCo prioritizes customer success throughout the entire customer lifecycle. This approach has resulted in a net promoter score of 83, which is 33% above the industry average for a Software as a Service (SaaS) platform. RideCo's Technology Solutions CITIES • • TRANSIT SERVICE New York City, NY X Los Angeles, CA • Chicago, IL CompetitorA pilot program Houston, TX Phoenix, AZ X Philadelphia, PA L". San Antonio. TX - • • San Diego. CA X Dallas, TX Competitor Las Vegas, NV RideCo's software solution has the following primary components: • Passenger App and Web Booking Portal: Passenger facing smartphone application, web portal, and concierge tool for trip reservation and management. • Operator App: In -vehicle Operator facing application for automated vehicle location, mobile data communication, and real-time dispatch and data collection. • Solver: RideCo's proprietary, industry-leading cloud -based routing optimization system. • Operations Center: Dashboard suite designed to streamline operations and service monitoring for your dispatch center, including applications for Dispatchers, Supervisors, and administrators. C*l lrafisdP_v 95 Proposal W Provide Micro -Transit and Ride -Hailing Services • Data Insights: Standardized and custom reporting, as well as interactive data dashboards, to provide the operational and business intelligence required to monitor your deployment. • Profile Manager: Centralized space to store all passenger information including ride preferences, emergency contacts, standing orders, and more. These components are flushed with built-in features and functionality. These features aim to enhance two areas: passenger experience and operational experience. To improve the passenger experience, RideCo delivers the transit industry's highest rated smartphone app, white -labeled with City branding, provides stand-alone and/or integrated electronic payments, and is connected directly to the existing fixed -route network. This user-friendly app is also available as a web portal for without access to smartphone technology and both the app and web portal enable booking in advance or on -demand. RideCo's technology provides a guaranteed pick-up time and average on-time performance is 90+%, providing a consistent and enjoyable experience. The technology is also built to maximize the operational experience. Dispatchers are provided easy tools to book trips on behalf of passengers while schedulers and Dispatchers are provided relief with automated scheduling and dynamic optimization tools, and "Solver" (cloud -based optimization tool) delivers world -leading passenger per vehicle mile (PVM). Real-time communications and data collection with the in -vehicle Driver App increases operational efficiencies and reduces redundancies and errors. Passenger App RideCo's Passenger App is available for free download on Apple App Store (iOS), Google Play Store (Android), and any standard web browser (Safari, Chrome, Internet Explorer, Firefox, and Microsoft Edge). The Passenger App is highly configurable and can be modified to align with Chandler's unique service parameters. Additionally, the Reservationist Interface is web -based and has all the capabilities of the Passenger App and additional advanced features to support Dispatchers. The Passenger App makes demand response travel booking quick, easy, and intuitive. It is well received by transit passengers, consistently receiving five-star reviews, and averaging 4.7 to 4.9 stars across all managed services. This adoption is not only a welcome change for passengers, but it shifts the burden to staff call centers as clients see reductions in call center volumes between 50 to 65% in the first year of deployment. Beit Pae Users need to create an account using their email and phone number and then can book on - demand microtransit/paratransit rides or preschedule trips. Passengers are given a 10 -minute pick-up window at the time of booking; hence they do not experience waiting outside of that defined window. The app (or Dispatcher) provides a ride -booking confirmation that includes a nearby flex stop for pick-up and a flex stop that is close to their destination. The booking includes a description of the flex stop as well as access to walking directions (via Google Maps). The system provides several options for the passenger and allows the passenger to choose the best -matched trip from a series of options. C��l'QJLSdU✓ e6 Proposal to Provide Micro -Transit and Ride -Hailing Services Should passengers forget their password, there is a recovery system to help them reset it; the passenger has the option to be sent an email to reset their password. Key Features of the Passenger App and Interface Some of the key features of the Passenger App and Reservationist Interface are as follows: Wide Range of Booking Options: Passengers can reserve rides on their own by using a mobile application or their computer using a booking website (with the same functionality as the mobile phone app). Passengers with no smartphone or data plan have the option of dialing into a call center utilizing RideCo's reservationist portal. Dispatchers can book trips on behalf of the passenger calling in. Rides can be booked on demand or up to a month in advance (based on the City's requirements), including easily booking multiple rides in the case of repeat appointments. Recurring rides, also known as standing orders or subscription trips, can be coordinated with Dispatchers, and are input into vehicle schedules prior to pre -booking being opened to any other users. As the schedules get created, these bookings are automatically inserted and optimized against the vehicle run to ensure these trips are serviced at the previously negotiated time with the user so that they get to their destinations on time. Instantly Scheduled Trips — Predictability and reliability for passengers: Unlike other microtransit software providers, RideCo's system not only books trips instantly, but schedules them instantly as well. When a passenger books a trip in advance (as opposed to on - demand), it is automatically assigned to an actual live manifest. The software begins making vehicle itineraries the second a single trip is booked and builds the rest of that itinerary around existing trips as new trips are added. The algorithm optimizes for vehicle utilization (maximizes the number of shared rides) but never presents passengers with trip options that violate the promised arrival time of any other passenger's already booked trip. Accessibility: The passenger's accountiprofiile allows to identify special needs in terms of fare payment, vehicle type, accessibility, etc. The Passenger App allows to book seat types, e.g., the seat selection function allows a paratransit passenger to book a ride for themself, for a companion, or a wheelchair -accessible seat; companions can also book rides on behalf of passengers with disabilities. Passenger Communication and Trip Updates: To ensure that passengers are kept updated for their upcoming or in -progress rides, SMS, anonymous calling between Operators and passengers, and automated callouts (IVR) are available to inform passengers of their trip details. In addition to this, passengers can use a mobile or web application to check the status of their trip, including real-time ETAs and vehicle location without the need to dial into a call center. C*l V Qnsdev 97 Proposal to Provide Miao-Transit and Ride -Hailing Services The RideCo platform automates all dispatching and passenger/Operator communications. Passengers can use the app to track their vehicle/Operator location in real-time, see continuously updated ETAs for pick-up and drop-off, and enjoy demand -responsive dynamic service with less walking, shorter wait time, no transfers, and faster trip times. For ride requests with a pick-up or drop-off at a transit stop, the system automatically aligns pick-up or drop-off times to match a transit schedule of arriving or departing connections at transit connection stop. Screen Readers: To ensure a consistent and easy experience for all passengers, RideCo's app aims to be compliant with the latest Web Content Accessibility Guidelines (WCAG AA2.1) standards. This means that the mobile booking application and web booking portal provides an accessible experience for all users including those who may rely on assistive technology like screen readers or braille devices. In addition, they have incorporated maintaining accessibility into quality assurance practices, so every change to the booking app is tested with accessibility compliance tools as well as with screen readers prior to being released. Automatic Booking Limitations: In order to enforce agency policies around high cancellations or no-shows, the system can automatically place temporary booking limitations on users who have a high rate of these occurrences. By discouraging and preventing unfavorable behavior from passengers, services can run more efficiently without the impact of users who are misusing the system. This feature takes the approach of educating users about their impact on service rather than removing their ability to book altogether and users who correct this behavior will automatically have limitations removed. Guaranteed Pick-up Windows and Arrives Before Time: The RideCo platform offers passengers fixed pick-up windows and guaranteed "arrives before" times when they book rides. The fixed pick-up windows ensure that every passenger knows precisely when to expect their vehicle, regardless of whether they booked their tripthe -, night before or 20 minutes before their scheduled pick-up. s Similarly, guaranteed "arrives before" times ensure passengers arrive at their connecting service on time. This is a feature that is unique to RideCo and allows passengers to travel with the confidence that they will always make their connecting trains or buses, get to work, or get to their appointments on time. Arrival times are aligned with - 1 departure times for fixed -route transit for a seamless passenger a journey across the various means of transit that passengers may I— take. - Ability to Pre -Schedule or Bulk Book: RideCo supports advanced reservation and recurring rides based on the 'Instant Assign' feature set. Seat Selection: The Passenger App allows passengers to book seat types. A passenger can book an individual ride, themselves plus a friend, add a large item or piece of luggage, even a bicycle. The function also allows a passenger to book a ride for themself, for a companion, or a wheelchair -accessible seat; companions can also book rides on behalf of passengers with disabilities. Shared Rides: RideCo's powerful passenger channeling technology and the batched scheduling of ride bookings can ensure that most rides are shared - something that simple "ride queue" technology cannot do. C*transdav 98 Proposal to Provide Micro -Transit and Ride -Hailing Services RideCo's system not only books trips instantly but schedules them instantly as well. When a passenger books a trip in advance (as opposed to on -demand), it is automatically assigned to an actual live manifest. The software begins making vehicle itineraries the second a single trip is booked and builds the rest of that itinerary around existing trips as new trips are added. The algorithm optimizes for vehicle utilization (maximizes the number of shared rides) but never presents passengers with trip options that violate the promised arrival time of any other passenger's already booked trip. Languages: RideCo's Passenger App supports several languages and allows passengers to choose the one that they would prefer. Once the passenger selects their preferred language, this setting is saved for future use throughout the app. The languages currently supported include English, French, Spanish, and Portuguese; however, additional languages can be added upon request. Customization RideCo's highly configurable Passenger App can be white labeled according to the City's branding guidelines. The following are just a few of the features and service parameters that are fully customizable: • Service Offering: RideCo's solution can manage multiple types of demand response and/or on -demand services within a single platform. RideCo offers trip options that align with the requirements of the various services. Customization can also be based on the hours the service operates, FAQs, a support phone number, and in -app feedback tools. • Eligibility: The solution can manage what services a customer is eligible to receive and then offer them the correct options when they ask for a trip. • Trip Input Intelligence: Based on the customer's eligibility and the details of the trip they are searching for, RideCo's platform offers trip options that match the rider and service requirements. Examples include geographic constraints, origin/destination, trip type, and other custom trip fields. • Trip Option Parameters: RideCo's solution can model the various rules associated with each service and offer trip options to riders that meet both rider and service requirements, such as pick-up/drop-off time windows, passenger onboard times, curb -to - curb vs. door-to-door vs. stop -to -stop. • Scheduling Parameters: The solution is further capable of modeling the scheduling rules for how the City might decide to schedule a list of trips based on the service requirements i.e., should trips be comingled or segregated onto different vehicles, should a certain subset of trips be automatically delegated to Uber, etc. • Zone Boundaries: These are entirely customizable with the ability to create multiple zones and connect those zones to external point locations outside the customized boundary. • Seat Types (for supported mobility options): RideCo can accommodate any seat type in the fleet. Users are able to select the desired seat type and RideCo's system automatically dispatches the correct vehicle. Examples of seat types used by other agencies include "general seat," "wheelchair seat," "service animal," "bicycle rack seat." C* t 0f15CL V 99 Proposal to Provide Micro -Transit and Ride -Hailing Services • Fare Levels: RideCo provides a flexible faring system that enables the City to uniquely set fares by seat type to align with the rest of its network. This provides the option to set a "general fare," "reduced fare," "paratransit fare", or any other specific fare you might wish to provide. • Accepted Fare Media: RideCo's system enables multiple fare payment options. Users can pay online with a credit card through the app, or with cash, pass, and transfer. The Operator is notified through the Driver App of which fare to expect at the time of boarding. • Customizable Coupon Codes: RideCo provides powerful configurable coupons that can be easily created by the City to work for specific user groups, to specific locations, and within specific time windows. They can be set to expire after a set time, or after a specific number of uses and will reduce the fare due to the configured amount. Coupons are often used for promotional purposes at the start of a service or for special events. • Service Levels (by passenger type): RideCo can manage eligibility for different user groups and can provide different levels of service based on eligibility. Most commonly providing paratransit passengers with curb -to -curb service, while general passengers receive flex stop -to -flex stop service. • Customizable Profile Data Fields: The RideCo reservationist platform allows any fields from the customer's profile to be displayed to a set of users (such as reservationists or Operators). With the selection of these fields, any permanent profile notes can be prominently displayed to allow faster reservations. Special instructions about the passenger can be entered at the time of the booking, and/or permanently, which are then transferred to the operator to view at the time of the pick-up/boarding in case there are any special requirements. RideCo can match the current branding and imaging used by the City of Rosemead to ensure familiarity and continuity or RideCo can work with the City on an updated version to roll out. Passenger App Walkthrough The following Passenger App walkthrough demonstrates the process through which passengers use the app to book rides, designate pick-up, and drop-off locations, view real-time pick-up and drop-off data, get to flex stops, and enjoy demand -responsive dynamic service. Citrortsdev 100 Proposal to Provide Micro -Transit and Ride -Hailing Services 11 Search Search for ndes based on origin, destination and preferred time/date L2] Choose Choose the optimal ride tailored to your requirements from a variety of options, encompassing on -demand and fixed -route services. n n, �.�pm•pm•;F, C*i OJ -S -1..v 101 Proposal to Provide Micro -Transit and Ride -Hailing Services Confirm and Pay Confirm your booking. payment method and add special Instructions O Track Receive live trip updates and track the vehicle on the map as it comes to pick you up C*tfM-sd2v 102 Proposal to Provide Miao-Transit and Ride Hailing Semmes Driver App RideCo's Driver App runs on standard off-the- shelf Android smartphones or tablets. Operators need to set up an account using their name, phone number, and email °__fW�_ address. Accounts are then approved for service by a transit agency administrator or Supervisor. A new Operator can be added to the system in a matter of minutes. Operators are required to sign -in to their $ personal account at the beginning of each shift and log out at the end of each shift. Signing on and off is easily done by having an Operator enter their username and password into the app. Therefore, the same tablet/device can be used by multiple Operators by having one sign out and the other sign in which takes just a matter of seconds. Once an Operator enters their credentials, the RideCo platform sends them the first ride in their itinerary and prompts them to accept the ride. After the Operator accepts their first trip, they are sent in -app turn -by -turn navigation to pick-up location — though they may also launch a third -party navigation app (blaze or Google Maps). Upon the trip acceptance, the app displays the name of the passenger, the pick-up location, and any additional pick-up instructions provided by the passenger. The app displays one trip at a time to mitigate confusion, and the platform fully automates all itineraries. a ra.ey.oa.u. Z The app offers user-friendly step-by-step instructions to facilitate fully automated dispatching and dynamic routing, and provides real-time, turn -by -turn navigation support — including audiovisual directions (on-screen) and notifications. Through the Driver App's in -app navigation, Operators are routed to the correct side of the road using RideCo's proprietary Side of the Road Optimization, promoting passenger and Operator safety by reducing the need for passengers to cross streets and for Operators to make potentially dangerous U-turns. Furthermore, using RideCo's patented routing algorithms, vehicle profiles are respected as routes are generated. The app is powered by RideCo's backend routing engine, which integrates real-time traffic data with drive time estimates and route generation. C* 4 W sdiw 103 Proposal to Provide Micro -Transit and Ride -Hailing Services RideCo's software begins making vehicle itineraries as soon as a trip is booked and builds the rest of that itinerary around existing trips as new trips are added. Because schedules are constantly being optimized, the Operator's itinerary is provided one step at a time. This way, they can adapt to changes in schedules if a new booking comes in, or if a vehicle falls behind schedule. Once an Operator arrives at the destination, they can confirm the count and fare of passengers needed to board the vehicle with a clearly identified list of users interacting with that location (for either a pick-up or drop-off). Key Features of the Driver App The following are some key features of RideCo's Driver App: Variable Wait Times: Operators are scheduled to have different boarding and alighting times based on O Conventional Rider the passenger seat types, passenger eligibility, or Pick-up @ Stop even specific stop types (e.g., medical centers). This 1 -minute driver wait time ensures that Operators are given the appropriate amount of time when providing service to higher needs passengers, or when utilizing ramps, lifts, and Paratransit Rider mobility device securements, or challenging pick up Pick-up @ Home or drop off locations. 5 -minute driver wait time Passenger Notes for Operators: In addition to the specific seat or fare type for a given passenger, specific trip details can be communicated directly to Operators to let them know of any passenger information such as gate codes, apartment numbers, general information "ring doorbell hearing impaired", or business names. Cancelation and No -Shows: Users may cancel a ride before their vehicle arrives after booking. Cancelations have a limited impact on the system as the software is continually optimizing every minute. Canceled rides are simply removed from the tentative schedule, and no vehicle is dispatched. Since Operators are only seeing one step at a time (their next pick-up or next drop-off location), they will not experience anything when a ride is canceled and removed from their itinerary. No-shows do occur from time to time. When an Operator arrives at the pick-up location, and presses "I have arrived" the Driver App begins a wait timer and once its timer expires, the Operator has the option to press "no show." Operators then contact dispatch who can attempt to contact the rider prior to confirming the no-show. Dispatchers can log any interactions with the rider in their ride details. After confirming "no show" the Operator is provided with the next step, which could be another pick-up or drop-off. The system has passenger restriction capability, which means it can temporarily limit or suspend a user from booking new rides based on high cancelations or no shows, subject to the agency's defined parameters. Cil trcu-is ev 104 Proposal to Provide Micro Transit and Ride -Hailing Services Operator Performance Scorecard: The Operator Performance Scorecard provides daily summaries that outline Operator behavior, incidents, and mistakes that impact the service. The scorecard provides a visual and statistical overview of an Operator's performance over the past 90 days. This actionable information is designed to continuously help the improvement of service productivity, reliability, and on-time performance. Alerts include pick-up step delay, step ignored, late start, drop off step delay and location mismatches on pick-ups and drop-offs. Each Operator is scored on several criteria based on individual actions that contribute to avoidable inefficiencies within the program. This information can be used to assist in pinpointing potential coaching and retraining opportunities on an individual and program -wide level. Dynamic Breaks: RideCo's patented Dynamic` ; Operator Break feature intelligently determines the best time for an Operator to go on break during their shift. The system considers the Operator's current location, upcoming pick-ups, status of other Operators and rides, in optimizing the allocation of breaks. By doing so, it minimizes dead -heading, better matches supply with demand and ensures OTP. Considering ride demand over the course of their shift, any agency requirements, and any other relevant criteria (e.g., Operator special allowances), breaks will be assigned to Operators at the appropriate time to minimize disruption to the greater schedule. This eliminates the need for dispatch to manually assign and communicate breaks and ensures that each Operator gets a break without compromising operational efficiency. Break prompts come through the Driver App at the first moment that an Operator has dropped off their last in -vehicle passenger, and Operator's scheduled break period in the system has begun. The benefits include ensuring breaks are taken at the most optimal time; increasing efficiency, productivity, and on-time performance; and easy to use break visualization and interface through the RideCo's Operations Center. Solver Solver is RideCo's patented cloud - based optimization engine. It is the most advanced routing algorithm in the world and provides transit agencies with unmatched reliability and productivity. Every minute, Solver analyzes every booking currently in the system and executes a global optimization to ensure the most efficient combination of rides and routes, subject to the defined service parameters while preserving every passenger's "arrives before" time. C* ll Qfisdev 106 Proposal to Provide Mic Transit and Ride -Hailing Services Because of the near -constant optimization run by Solver — RideCo's platform is incredibly flexible to changes in conditions. For example, if traffic conditions suddenly change, Solver will identify a new set of routes within a minute and update the schedule. As another example, if a vehicle goes out of service, all rides that were tentatively scheduled for that vehicle are instantaneously reassigned to other vehicles without any manual intervention or interruption to the passenger. Solver streamlines rides to increase resource efficiency and help staff navigate the complicated decision-making process, specifically with ride assignment and dispatching. Solver continuously optimizes each ride by considering guaranteed pick-up and drop-off times, location of vehicles, traffic conditions, and more. Solver Configuration Solver can be configured across more than 1,000 unique parameters enabling RideCo to tune the service and performance outcomes to match your operational objectives and KPIs. The following are some parameters RideCo can tune to deliver this customized routing algorithm: The following link provides a demonstration of how RideCo's Solver works: Solver — RideCo Explainer Video - YouTube • Time snapping: This enables Solver to account for local fixed -route schedules in its routing. With this information, Solver intelligently restricts passengers from arriving too early or too late for the connection. Instead, it only provides trip options that arrive on time for seamless transfers. This eliminates the possibility of vehicles dropping off multiple passengers at different times for the same connection and results in improved ridesharing and reduced trip times for passengers. • Wait times: RideCo can tune the algorithm to provide different wait times. Typically, agencies that wish to focus on convenience opt for shorter wait times, while agencies that want to maximize pooling and productivity select longer wait times. Wait times typically range from eight minutes to 30 minutes. • On -board times: RideCo can tune the algorithm to provide different on -board times. The default recommendation is to set the on -board time to the maximum, 150% of the duration of a direct drive. Longer on -board times result in higher pooling rates but decreased convenience. • Flex stop locations are carefully vetted with mutual consultation with the agency, based on their specific requirements for the service. • Vehicle capacities (wheelchair, bike rack, service animal, etc.): As part of the system setup, RideCo configures the fleet types in the software to match the fleet type on the ground. Solver considers actual and predicted capacity into its calculations. • Non-travelable roads: RideCo can configure certain roads to be excluded from routing i.e., construction, tight roads, bridge that do not want vehicles crossing etc. • Pre -scheduling rules (number of days a passenger can schedule in advance): The City will have the ability to set the number of days in advance a passenger can book. Typically, RideCo recommends that this be set to two days; however, it can be set to any number of days. C*trafisclev 106 Proposal to Provide Mlaro-Transit and Ride -Hailing Services Time Snapping — A critical feature for enabling seamless connections to transit: One particularly relevant feature of RideCo's platform is called 'Time Snapping;' which enables Solver algorithm to account for local fixed -route schedules in its routing. With this information, Solver intelligently restricts passengers from arriving too early or too late for the connection. It accomplishes this by only providing trip options that arrive on time for seamless transfers. This eliminates the possibility of vehicles dropping off multiple passengers at different times for the same connection. This results in improved pooling rates and reduces total journey times for passengers. RideCo's powerful passenger channeling technology and the batched scheduling of ride bookings can ensure that most rides are shared — something that simple "ride queue' technology cannot do. Given the prevalence of transit connections in the proposed service, this feature is a critical benefit to the passengers and the agency. Continuous Optimization — Pre -booked rides and future vehicle manifests: The The following link provides a Solver algorithm optimizes pre -booked demonstration of how rides and future vehicle manifests several RideCo's Time Snapping times a day, and with continuous optimization, future itineraries are refreshed feature works: Time every few minutes. This approach enables Snapping - RideCo Explainer RideCo to offer superior reliability, passenger, and agency satisfaction through Video - YouTu be. industry-leading productivity, seeing an average on-time performance greater than 95% across all of RideCo's deployments. This leads to improved efficiency, and increased rider and Operator satisfaction. Fleet Management and Operational Efficiencies Automatic Dispatch and Continuous Optimization: Leveraging RideCo's Solver engine, as soon as a trip is booked, whether it is on -demand or a month ahead, it is assigned directly into a vehicle manifest. This happens automatically and immediately following the trip negotiation process instead of during a separate scheduling/batching activity. From this point forward, the ride is continuously optimized against all available manifests or scheduled vehicle runs to ensure it is picked up and dropped off on time. In the event a vehicle breaks down, becomes unavailable or even just falls behind schedule, the RideCo's Solver engine automatically reassigns future rides for that vehicle to other available vehicles to ensure rides are still picked up and completed on time. On the other hand, if a scheduled ride is canceled or if a vehicle is running ahead of schedule, it may be reassigned a new trip after taking into consideration the on-time performance and positions of all other vehicles to ensure that the most efficient ride assignments are established for the entire fleet. Capacity Optimization: RideCo's fleet management capabilities give agencies more freedom in their day-to-day operations by improving on otherwise manual processes. Built within the RideCo software is the Capacity Optimizer, which intelligently assigns passengers to vehicles based on the capacity/seat type that is selected at the time of booking. This means each vehicle will be scheduled in a manner that optimizes boarding/offloading time and passenger on -board time based on the capacity types of each passenger in the system at that point in time. Each vehicle in the fleet is able to have individual capacity configurations based on the characteristics of that particular vehicle or set of vehicles. C*tIOf15dav 107 Proposal to Provide M!c Transit and Ride -Hailing Services Manual Override and Trip Tagging: RideCo's Trip Tagging feature allows Dispatchers to perform manual overrides while still leveraging the power of RideCo's optimization engine, Solver. Trip tagging can be done manually through Dispatcher's intervention or automatically configured within the system at the rider level. Through Trip Tagging, Dispatchers have the ability to assign a ride to a specific vehicle or fleet of vehicles, and the system automatically honors this change. Through Solver, the system leverages continuous optimization and schedules other rides around this manual change to ensure overall system performance is not impacted. The benefit of doing this is that upcoming rides in the system are re -optimized as well, which limits the impact to on-time performance of other passengers. This is an essential component for any manual override system, as it gives the Dispatchers confidence that any change, they may make to a schedule will not have negative downstream impacts to future rides. There is no need to make any adjustments to rides other than the ones that need to be altered manually. Potential impacts to other rides are recognized by Solver to be automatically mitigated due to Global Continuous Optimization. TNC Overflow Through RideCo In addition to optimizing dedicated vehicle fleets, RideCo's platform can facilitate the seamless overflow of rides to non -dedicated providers (TNCs) such as Uber, Lyft, or UZURV. Other providers can be added to the system as necessary in collaboration with the agency. For the operation of the City's microtransit service, we will partner with Uber to ensure accessibility for the Rosemead community. RideCo Flex Fleets is a comprehensive brokering tool that empowers transit agencies to strategically allocate rides to broker fleets like Uber and provides real-time monitoring and automated agile response capabilities, all within a unified interface. It allows the seamless utilization of Uber's non -dedicated fleet bandwidth during peak or non -peak hours, saving agencies money by reducing the number of vehicles required in-house. RideCo Flex Fleets is made up of the following four primary components: • Policies: Establish rules for broker ride allocation and reallocation, allowing the given agency to control which rides are pushed to which broker under which circumstances • Connect: Seamlessly integrate with Uber broker fleets through APIs, thereby cutting down on the workload for Dispatchers and schedulers • Command and Response: Manage interactions between Uber and passengers, and respond swiftly to broker operational issues • Analyze and Report: Real-time response mechanisms and actionable insights Through Flex Fleets, agencies can capture a wide variety of transit scenarios supplemented by Uber, including the following: • Extended Zone Boundaries and After -Hours Service: Keeps dedicated fleets in core areas and core times, increasing productivity and reducing deadhead mileage, while non -dedicated vehicles enhance coverage and customer satisfaction • Peak Demand Support: Provides extra fleet resources during high demand, stabilizing staffing and reducing the need for additional shifts, with Uber activated based on service levels C'1 tr0r6CjeV 108 Proposal to Provide Miero-Tfansit and Ride -Hailing Services • Riders Choice: Allows passengers in paratransit programs to opt into using Uber rather than utilizing a service, which uses the agency's dedicated fleet Long wab dmez Demand "'ne to meet demaM I_ _ _ _ size pt deet high [osis for age; L W. Uber Costs Trips provided by drivers an d vehicles on the Uber network (variable cost for Ageno I ps provided by Agency wpply (Flgedmstfcn Agency) The right sive of fleet Transdev has not included the cost of Uber trips in our proposal. Trips are charged at a per trip rate based on mileage and time of ride. We will work with the City to develop a level of service above our provided Microtransit vehicles that the City wants to provide based on your budget. An optional service format for consideration regarding the costs of Uber for the City and its passengers involves the passenger paying $2.50 up front, and the City pays $10. Any costs above that amount are the responsibility of the passenger. Estimated Uber trip costs in the Rosemead area are as follows: Mileage Cost 3 miles $11.30 5 miles $19.55 7 miles $24.00 10 miles $30.55 Incentive Program Incentive Programs Transdev will work the City to develop incentive programs for our services. The transit services we provide will continue to be ADA compliant and wheelchair accessible, ensuring availability for our shared passengers. Our team will continue to be available to support the City during community outreach events, when requested by the City. C* transdev 109 Proposal to Provide Micno-Transit and Ride -Hailing Services Marketing and Outreach Transdev and RideCo will work closely with the City to help implement the City's marketing plan and provide assistance with outreach events for the microtransit service. Additionally, please see the marketing ideas presented by RideCo, which are available as an option. We can implement RideCo's plan as a passthrough expense. Printing and materials will be paid for by the City directly or as a passthrough expense with no mark up. Please note, RideCo's marketing plan has not been included in our pricing. Ride Growth and Marketing by RideCo An essential component of any microtransit deployment is marketing. Without a successful marketing plan, it is challenging to transition existing passengers to the new service, attract net new passengers, and support ridership retention. RideCo has developed significant expertise in delivering effective marketing strategies for on - demand transit services (microtransit and paratransit). With a proven track record of coordinating marketing efforts for several agencies, such as SEPTA, VIA Metropolitan's MOD service, Ventura County Transportation Commission (VCTC), City of Milpitas, and City of Moorpark, to name a few, RideCo has played both active and consultative roles in designing and executing successful marketing campaigns. Their team brings extensive expertise in transitioning riders to the advanced cloud -based platform, targeting audiences to attract new ridership, launching new service zones, and maintaining engagement with existing users. Award -Winning Campaigns RideCo's marketing campaigns have awwa been recognized with the prestigious 2024APTAAdWheel Award for twoconsecutive years, 2023 and 2024. Most recently, RideCo has been honored as the 2024 APTAAdWheel Grand Award winner in the "Best Marketing and Communications to Increase Ridership or Sales" category. APTA's AdWheel Award honors public transportation systems and business members for outstanding marketing, communications, and customer experience efforts that contributed to strategic organizational goals. Service Launch Strategy RideCo implements a strategic approach to launching new transit services, focusing on maximizing ridership and ensuring seamless execution. The strategy is built on five key principles: 1. Strategic Goal Setting: They begin by defining clear, measurable objectives that optimize budget allocation and effectively penetrate target markets. This tailored approach aligns with the unique needs of each agency RideCo partners with. C7f trafisdev 110 Proposal to Provide Micro -Transit and Ride Flailing Services 2. Awareness and Engagement: RideCo's marketing initiatives are aimed at informing potential riders about service availability, educating them on usage, and highlighting benefits, all while motivating action to convert interest into ridership. 3. Collaborative Deployment: Collaboration is essential. RideCo combines the agency's local insights with RideCo's on -demand transit expertise to develop comprehensive marketing plans, mobilize branded vehicles, and engage the community through outreach initiatives. 4. Multi -Channel Passenger Awareness: They utilize a variety of channels to build awareness, including strategic signage in high -traffic areas, promotional materials on vehicles, direct engagement with transit operators, and targeted digital campaigns. 5. Continuous Improvement: They focus on continuous improvement by analyzing performance data and adapting the strategies. This ensures a smooth transition for existing riders while attracting new passengers. Marketing Approach RideCo's services include three hours of expert advice, where they share tailored recommendations, proven best practices, and a collection of templates and marketing examples to inspire your strategy. In addition to their core services, RideCo has the capability to develop customized marketing programs that help their partners achieve their vision and goals, which are realized by leveraging a diverse and integrated array of communication tactics including: • Videos: 30 to 60 second educational video, how-to book rides video • Print Materials: Informational brochure, posters, etc. • Digital: Website/Landing page, email, photography, social media • Mobile: In -app message, push notifications • Paid Advertising: Social, billboard, direct mail, station ad, bus ad, etc. • Community Outreach: Community meetings/trainings, street team, bus ride-along(s), connection with local organizations, etc. • Change Management: Call center and staff training, marketing communication plan • Press Release(s) Note: RideCo offers marketing advice and best practices as part of their offering. However, for a comprehensive marketing strategy and implementation, options, and scope can be discussed with the City of Rosemead at the time of award. RideCo has successfully deployed effective marketing materials and strategies to launch various projects and supports the launch of new services with the following best practices and pre -developed assets before and during launch: • Define Goals: Defining goals for the marketing program is a key to optimizing the budget, effectively penetrating the target market, and achieving sustained ridership. • Drive Awareness: Let the target audience know that the service is available, educate on how to utilize the service, and the benefits it would bring. • Prompt Action: Prompt targeted audience to act and to convert them into passengers. C*tronls iav 'tt Proposal to Provide Micno-Tfansit and Ride -Hailing Services • Tailored Approach: Ensuring the marketing plan is aligned with the service the City is deploying. Operators can help educate existing passengers about the new service changes and the benefits of microtransit. Street teams are also a great source of engagement; leverage this approach at main points of interest or transit connections within the zone. • Collaborate: Leveraging the best assets of each entity that is involved in the deployment. The City knows its ridership base, the demographics of the zone, and marketing practices that have worked historically to build excitement for new services. RideCo is the industry leader in rapid ridership adoption for microtransit services and has developed comprehensive marketing plans to align with each potential service model (point-to-point, first -last -mile, fixed -route replacement, and commingling). Additionally mobilize the wrapped and branded vehicles before the launch. When the community engages with pop-up events, it builds trust and earns media exposure, both critical to a successful launch. • Analyze and Iterate: Testing the messaging, analyzing the results from different marketing approaches, and adapting the marketing plan to optimize the marketing spend. It is important to adjust the marketing strategy to attract net new passengers or choice passengers that may not have used transit historically. RideCo Management Team Support RideCo's Project Management Team's dedication to the service ensures the smoothest possible start up, training agency personnel on the system backend, and passengers on mobile and web apps. Examples of support they can provide include: • Pre -launch training • Service plan design and optimization • Marketing materials development assistance/best practices • Technology customization and deployment • Operator and system administrator training • Soft launch testing • Service launch • Post launch iteration (to continually improve upon the performance of the service) Branding and Passenger Awareness Building passenger awareness of the new service can be managed in several ways, including: • Placing signage at hotspot/hub areas within the service zones, such as stores and shopping centers, hospitals, post offices, and any other frequently visited areas. • Placing signage/promotional materials in/on the buses to be replaced with microtransit. • Placing representatives on -board active service vehicles and at hub locations in or near each zone during certain peak times/days to speak with passengers and inform them about the change, answering any questions they may have regarding the service or the app. Cil tIN1sdev tts Proposal to Provide Micra Transit and Ride -Hailing Services • Sending push notifications, SMS messages, and/or emails providing free ride codes for rides pre -booked on the app but before launch (for instance, pre -scheduled rides occurring in the first three weeks after launch might be discounted or provided free of charge to the passenger). • Producing and promoting social media campaigns describing the new service. Branding Examples Leveraging an integrated marketing approach will reach a wider audience and will enable a high likelihood that a passenger will engage with multiple marketing channels to prompt action. Below is a high-level list of channels (paid media, owned media, and earned media) to leverage when deploying an integrated marketing approach. Paid Advertising Channels include: • Direct mail (traditional advertising) • Print materials (traditional advertising) • Radio (traditional advertising) • Facebook ads (digital advertising) • Google search ads (digital advertising) • Programmatic videosNouTube placement (digital advertising) Owned Media Channels include: • City of Rosemead website • City of Rosemead social media accounts • Email marketing • SMS marketing • City -owned bus placement: interior and exterior of the bus • Stationsttransfer points advertising opportunities • Any other City -owned properties Earned Media Channels include: • Press release, pop -ups, and events • Ride -along • Local organization partnership • Local TV/radio exposure • Business and community outreach Examples City of Milpitas—YouTube Video Link: httos://www.youtube.comtwatch?v=vJEexMVGbDk SEPTA Marketing — Watch the full video here: SEPTA OnDemand Powered by RideCo - YouTube C*trQnsdp,v 113 IS SEPTAOnDemand RIDE4;0 G 15 SEPTA ,J_ , " ��++.... RIDECO A a G S SEPTAOnDeiand fes. f Q S i 0 S SEPTAOnDemand NOW PLAYING 11f ..♦ Proposal to Provide Micro -Transit and Ride -Hailing Services Milford Transit — Logo Design 1AW& MILFORD MICRO City of Milpitas — Vehicle Wrap & Window Decal Design In -App — Customizable Welcome New User Messaging -- We'll meet you at the rr. Welcome to MoGo: pick-up location! Tradr Your Ride Book Vour Rides •rt��rtw •un rs Morgan Hill Quid "a°„�.,a`p°` .e.wm....•R Eligible for Dial•A- Ride _ - .,. w.. Ride? vxweC�•�mIX+r�e Wnpl VVY1o0•.elw Wtla Ret ].%S5 C* lJ on5d2v 115 5. Proposal Costs Sheet and Rates 66 We are pleased with the level of commitment that Transdev has provided to the City and our passengers that rely on the system. We are happy to recommend Transdev based on their expertise, responsiveness, and dedication to providing safe and reliable public transportation. City of Del(alb, Illinois y C-*trQMCLq'V d the mobility company Proposal b Provide Miaro Transit and Ride Hailing Services 5. Proposal Cost Sheet and Rates Transdev's Proposal Cost Sheet and Rates have been included on the following pages. Please note the following regarding our pricing: • Microtransit billing will be charged based on when vehicles are available to the general public for service. If the service is available from 6 a.m. to 7 p.m. daily, the vehicle billing hours would be charged when they are in the service area available for trips. • We have assumed that during any service day, three vehicles will be available for service for a minimum of 10 hours each with staggered start times. This definition is required given the uncertainty of passenger requests and their ability to request a trip at any time during the published service hours. • Transdev assumes that microtransit will be operated with three in-service revenue vehicles plus a spare directly operating 10,950 billable service hours, and any overflow ambulatory demand would be scheduled to Uber and charged to the City as a pass- through. • Uber has estimated average trip costs based on the following distances, actual rates may vary: o A 3 -mile average trip at $11.30 per trip o A 5 -mile average trip at $19.55 per trip o A 7 -mile average trip at $24.00 per trip o A 10 -mile average trip at $30.55 per trip • Should the City of Rosemead be willing to change the base term of the contract to 24 months or longer, the provided rates could be further reduced based on the initial fleet leases being extended over the expanded base term. C*transdev 116 City of Rosemead - Microtransit Price Proposal Base Year 1 Base Year 2 Option Year 1 Option Year 2 Option Year 3 Transdev Revenue Hours 10,950 10,950 10,950 10,950 10,9s0 Monthly Fixed Fee $ 44,388.88 $ 43,047.58 $ 44,187.79 $ 45,304.96 $ 46,552.41 Total Fixed Costs $ 532,666.61 $ 516,570.96 $ 530,253.46 $ 543,659.50 $ 558,628.94 Variable Rate $ 46.74 $ 48.78 $ 50.73 $ 52.72 $ 55.03 Total Variable Costs $ 511,818.33 $ 534,129.40 $ 555,502.10 $ 577,243.64 $ 602,576.55 Total Annual Costs $ 1,044,484.95 $ 1,050,700.35 $ 1,085,755.56 $ 1,120,903.15 $ 1,161,205.49 Appendix d C*. tramcLev the mobility company Proposal to Provide Micro -Transit and Ride -Hailing Services Appendix • Key Personnel Resumes • RideCo Team Bios • Certificates of Insurance • Vehicle Information • Addendum Acknowledgement 7rtramc ev 117 7Jt,ransdev the mobility company ZACK DEUKMAJIAN General Manager Professional Transportation Experience Transdev Services, Inc. (formerly First Transit, Inc.) 2019 — Present General Manager — EI Monte, CA > Manage the daily operations of a transit service, including providing oversight of the following departments: Accounting, Facilities, Driver Development and Safety (DDS), Human Resources, Call Center, Dispatch, Road Supervisors, Operations Managers, Mechanics, and Operators ) Collaborate with various cities and organizations to accomplish essentials goals ) Attend monthly City Council meetings to obtain constituent demands; interpret and relay information to both staff and management teams ) Meet with company upper management to discuss fiscal responsibility, safety obligations, and operational data and KPIs ) Maintain fiscal responsibility, including forecasts and budgeting ) Communicate with effectively with Operators, Dispatchers, and other stakeholders to coordinate service changes and resolve logistical issues ) Negotiate contract terms and language with various agencies ) Involved with labor negotiations and CBA terms and conditions ) Maintain safety per the National Transportation Safety Board and Federal Transportation Authority requirements ) Maintain employee morale and communicate company and client expectations 2019 General Manager — Los Angeles, CA ) Managed the daily operations of a transit service ) Maintained fiscal responsibility for a $35 million budget, including forecasts and budgeting ) Addressed customer questions and public concerns ) Negotiated contract terms and language ) Used transportation management systems to optimize routing efficiency and reduce costs ) Analyzed traffic patterns and weather conditions to develop alternative routes ) Provided monitoring of route performance metrics and implemented continuous improvement initiatives to enhance operational efficiency ) Maintained safety per the National Transportation Safety Board and FTA requirements MV Transportation 2016-2019 General Manager — Sylmar, CA ) Maintained fiscal responsibility for a $20 million budget, including forecasts and budgeting ) Negotiated contract terms ) Used transportation management systems to optimize routing efficiency and reduce costs C*vOrGlciew the mobility company > Analyzed traffic patterns and weather conditions to develop alternative routes > Provided monitoring of route performance metrics and implemented continuous improvement initiatives to enhance operational efficiency 2014-2016 General Manager — Thousand Oaks, CA > Oversaw and managed daily operation of transit and paratransit services > Maintained fiscal responsibility for a $5 million budget, including forecasts and budgeting > Negotiated contract terms > Used transportation management systems to optimize routing efficiency and reduce costs Electro -Tech Products 2008-2014 General Manager — Glendora, CA > Managed the daily operation of an electronics turnkey facility > Oversaw daily management of employees, suppliers, and customer concerns > Conducted yearly and quarterly budget analysis and production forecasting > Maintained OSHA and maintenance standards for all shop machinery > Analyzed statistical data and product specifications to determine standards > Established quality and reliability objectives of finished products per company's standards > Developed the metal shop department to a full-scale production plant Laidlaw Education Services 2002 —2008 General Manager — Mission Viejo, CA > Managed financial operations, including accounts payable, accounts receivable, payroll, bank reconciliation, budgeting, tracking purchase orders, repair orders, and inventory control > Prepared monthly, yearly, and quarterly yard budget > Maintained fiscal responsibility for a multi -million -dollar budget > Managed daily operations, including daily scheduling and routing for buses > Optimized routes to maximize vehicle capacity utilization and minimize travel time > Coordinated with dispatchers, Operators, and passengers to accommodate scheduling requests and ensure smooth transportation needs were met > Ensured detailed accountability in maintaining accurate records and documentation of route schedules, passenger information, and service modifications > Attended monthly City Council meetings and adhered to the given instructions Courses & Education > Cirtus College > Cal Tech > Transit and Paratransit Management Program > Dale Carnegie Course C 0 traf s dev the mobility company NARCISA MONTEMAYOR SILVA Assistant General Manager Professional Transportation Experience Transdev Services, Inc. (Formerly First Transit, Inc.) 2017 — Present Assistant General Manager — EI Monte, CA > Responsible for ensuring safe, reliable, passenger focused services provided for regional contracts o Alhambra Act: Fixed route service, Double Map software provides real time bus tracking and also OTP. o Alhambra Senior Ride: Paratransit service that uses CTS software for reservations and scheduling o Arcadia Transit:. Fixed route service, Passio software provides real time bus tracking and also OTP. o Arcadia Dial a Ride: Paratransit service that uses CTS software for reservations and scheduling o Rosemead Explorer: Fixed route service, Passio software provides real time bus tracking and also OTP o Rosemead Dial a Ride: Paratransit service that uses CTS software for reservations and scheduling o San Gabriel: Microtransit service that uses RideCo software o Sierra Madre: Dial A Ride and fixed route services o Monterey Park: Fixed route service, Passio software provides real time bus tracking and also OTP. o Moorpark: Microtransit service that uses RideCo software > Monitor and coach Operators and Dispatchers' performance > Prepare and analyze operational reports/schedules. > Respond to customer comments/complaints. > Ensure strong safety culture > Update and train employees on use of CTS and DoubleMap software 2011 —2017 Project Manager — EI Centro, CA > Managed 116 employees and 47 vehicles for fixed route and Dial A Ride service > Managed the valley wide paratransit service and the individual city DAR services using Trapeze > Monitor and coach Operators and Dispatchers' performance > Prepare and analyze operational reports/schedules. > Presented monthly service reports to the Imperial County Transportation Commission > Responded to customer comments/ complaints. > Communicated and implemented safety rules, policies, and procedures. C 0 *t,rarG&,v the mobility company City of Visalia 2010-2011 Office Administrator —Visalia, CA > Processed ADA Paratransit eligibility applications > Created operational reports MV Transportation 2008 —2009 Dispatcher —Visalia, Ca > Scheduled paratransit reservations > Monitored and assisted Operators Education > SJVC C*tr0r6CLP'V the mobility company KELLY HARRIS Safety and Training Manager Professional Transportation Experience Transdev Services, Inc. (formerly First Transit, Inc.) 2018 — Present Safety Manager/Classroom Trainer — EI Monte, CA ) Conduct safety inspections of vehicles daily to ensure proper operation of bus ) Oversee drug and alcohol testing ) Check for hazards on routes as needed ) Coordinate all rider problems with Supervisor and Dispatchers ) Produce required safety reports ) Perform weekly safety inspections ) Conduct safety meetings ) Ensure all CDL and Operator certifications are current ) Manage all Operator records, accident reports, and classroom training MV Transportation 2018-2018 Operator — Los Angeles, CA ) Greeted passengers and ensured that passengers were seated comfortably and adequately ) Drove vehicle following a designated route to transport passengers from one place to another, making frequent stops in keeping with a route schedule ) Issued tickets, collected fares, and provided change ) Provided passengers with information about routes and schedules ) Assisted disabled passengers in embarking and disembarking from the vehicle ) Reported any delays or accidents along the route and ensured that any adverse situation was handled in a professional manner ) Ensured that the vehicle was cleaned and maintained at all times Education and Certificiations ) Certificate in Human Resources, Pacific Coast College, Culver City, CA ) Certificate in Computer Repair, Pacific Coast College, Culver City, CA ) Certificate in Business, Pacific Coast College, Culver City, CA ) TSI Certifications: Classroom Trainer; Behind The Wheel Trainer C*transdev the mobility company BENJAMIN CASILLAS Maintenance Manager Professional Transportation Experience Transdev Services, Inc. (formerly First Transit, Inc.) 2022 — Present Maintenance Manager — EI Monte, CA > Oversee all maintenance -related activities and Technicians > Responsible for maintenance of the equipment and maintaining proper inventory levels > Responsible for DOT Inspections 2020— 2022 Maintenance Technician > Managed effective use of vehicle assets and vehicle management systems > Complied with and ensured adherence to company's high level of safety standards and regulations to encourage safe and efficient operations > Ensured vehicle management systems were effectively utilized > Ensured services were provided within budget > Provided leadership and guidance to develop location and company bench strength > Analyzed, prepared, and developed budgets and forecasts > Developed action plans to ensure customer retention and improve operational efficiencies 2003 —2020 Maintenance Technician — EI Monte, CA > Calibrated and preformed preventative maintenance of transportation vehicles > Maintained, troubleshot, and repaired transportation vehicles > Promptly responded to maintenance repair requests > Applied knowledge of machinery, tools, and process guidelines to identify root causes and resolve issues • RideCo Project Team RideCo Project Team Sam Moffitt — Project Manager 10+ years in transit planning and operations Responsibility: Sam will be responsible for the overall management of the project and will be the main point of contact for the City of Rosemead. He will ensure timely execution of all deliverables and will be responsible for the overall project schedule and budget. Qualifications: As RideCo's Project Manager, Special Projects, Sam works with operations, clients, and technical teams to ensure successful service delivery and ongoing support. He has 10 years of experience in transit planning and operations. He is an expert in the transit field who collaborates with clients and technical teams to ensure the successful deployment of microtransit and paratransit services for RideCo. He has led projects in service design, planning, scheduling, and operations from concept through launch and optimization for transit agencies and private operators. Data -driven optimization is Sam's strength; he investigates travel demand, ridership, time performance, and additional KPIs in order to find efficiency, implement operational policies and plan service changes that improve financial and quality metrics. Sam has contributed to increasing productivity by 28% in some of RideCo's largest projects. Gordon Wille — Senior Business Data Analyst 2+ years in on -demand transit Responsibility: Gordon works closely with the team during the launch of programs to ensure project requirements are configured properly, and technical aspects of the program are clearly explained. Ongoing support post launch is also provided as programs evolve and needs change. Gordon is also responsible for providing technical expertise and support to meet the long-term project goals. Qualifications: Gordon is a data -driven professional with over 20 years of experience in operations and business intelligence management. He excels at collaborating with cross - functional teams to gather information and develop solutions that meet customer requirements. Gordon is passionate about creating highly efficient and scalable solutions, leveraging automation to reduce costs and improve accuracy. Clayton Goes — Director of Product 9+ years in on -demand transit Responsibility: As RideCo's Director of Product, Clayton oversees the technical deployment of the on -demand transit programs and provides senior technical advice to the product and solutions engineering teams throughout the entire duration of the projects. Qualifications: Clayton is the Director of Product at RideCo, leading the product development team and overseeing the entire product lifecycle. He C'/ tronsc ev drives strategic technical initiatives and removes roadblocks to ensure smooth project execution. Richard Taylor — Technical Customer Support Manager 2+ years in on -demand transit, 5+ years in SaaS technical support Responsibility: Richard will be responsible for ensuring a timely resolution of any technical issues that may occur during implementation. He will maintain end-user satisfaction. Qualifications: Richard brings over five years of expertise in technical support for SaaS platforms, including two -plus years in the on -demand transit industry. As a Technical Customer Support Manager at RideCo, he is dedicated to delivering exceptional support to clients and partners, ensuring timely issue resolution and maintaining superior end-user satisfaction. Richard excels in managing complex technical challenges, efficiently escalating them to the appropriate internal and external resources to collaboratively find effective solutions. His commitment to excellence and customer -centric approach makes him an invaluable asset to RideCo's support team. John Keating — Training Manager 3+ years in on -demand transit Responsibility: John will lead the training program of the applicable staff for this project. He will be responsible for developing training materials, training videos, job aids, reference materials and will deliver technical in-person and/or virtual training in collaboration with the Project Manager. Qualifications: With over 15 years of experience in developing and implementing enterprise -wide software training programs, John is a seasoned expert in his field. He manages RideCo University, the company's online learning portal, expanding access to quality training resources. Sam Haas — Head of Solutions Engineering and Service Design 4 years in on -demand transit Responsibility: Sam will lead the service modeling and planning effort for the program and will ensure the launch is set up for success from the start. Qualifications: Sam is RideCo's Head of Service Design, leading the meticulous service modeling process for all major RideCo deployments to ensure successful launches from inception. He specializes in developing on - demand service models that not only meet client objectives but also harness the unique capabilities of the RideCo platform. Sam's expertise includes establishing virtual stop locations, conducting simulations using transit agency data, and collaborating closely with Project Managers to design services that foster sustainable growth as ridership increases. Sam has been instrumental in numerous deployments, ensuring that RideCo's service models are finely tuned to align with transit agencies' evolving needs and continuously improve over time. C*trofisdp,v Alex Mereu —Solutions Engineer — Service Planning and Modeling 2+ years in on -demand transit Responsibility: As RideCo's Solutions Engineer, Alex is responsible for the service planning and modeling of on -demand transit programs. He ensures the launches are set up for success from the start. He sets up stop locations, runs simulations using the agency -provided data, and works with project managers to ensure the services are successful. Qualifications: Alex brings over 13 years of extensive experience in transportation service planning, including three years at IBI Group. As RideCo's Solutions Engineer, he collaborates closely with both current and prospective clients to develop tailored on -demand service models that not only achieve client objectives but also leverage the advanced capabilities of the RideCo platform. C*transcLev Insurance Certificates '4� ® CERTIFICATE OF LIABILITY INSURANCE DATE012025fYYY) 02/1012025 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER MARSH USA LLC. 155 N. WACKER, SUITE 1200 CHICAGO, IL 60661 CN101958462—ALXS-24-25 NAME; MaNT CT rsh U $. Dperafion5 PHONE tMC 866-966-4664 ac No : 212-948-0770 EMAIL ADDRESS: Chimgo.CertRequest@mamh.com INSURE 5 AFFORDING COVERAGE NAICM INSURERA: Old Republic Insurance Company 24147 INSURED TraP$deV BBNIWS,Inc 720 E. Butterfield Rd. Suite 300 Lombard, IL 60148 INSURER B: N/A N/A INSURER C: N/A INSURER D: INSURER E INSURER F: COVERAGES CERTIFICATE NUMBER: CHI -010881713-01 REVISION NUMBER: 5 THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REOUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR OF INSURANCE ODLTYPE mien S n POLICYNUMBER MWDDY/YYYY MWDD EXP LIMITS A X COMMERCIAL GENERAL LIABILITY AIMSADE 111OCCUR CL -M MWZY 31381824 07101/2024 07/01/2025 EACH OCCURRENCE $ 5,000,000 DAMAGE TO ED PREMISES EaE=rmnce $ 1,000,000 MED EXP (Any one person) $ 10,000 PERSONAL S ADV INJURY $ 5,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: X POLICY D JEC EILOC OTHER: GENERALAGGREGATE $ 5,000,000 PRODUCTS-COMP/OP AGG $ 5,000,000 $ A AUTOMOBILE LIABILITY X ANY AUTO OWNED SCHEDULED AUTOS ONLY AUTOS HIRED NON -OWNED AUTOS ONLY AUTOS ONLY MATE 2126824 07/01/2024 07101/2025 COMBINED SINGLE LIMIT $ 5,000,000 Ea accident BODILY INJURY (Per person) $ BODILY INJURY (Per accident) $ PROPERTY DAMAGE $ Per accident $ UMBRELLA LIAB EXCESS LIAR OCCUR CLAIMB-MAOE I EACH OCCURRENCE $ AGGREGATE $ DED I I RETENTION$ $ A WORKERS COMPENSATION AND EMPLOYERS' LIABILITY ANYPROPRIETORIPARTNERIEXECUTIVE YIN OFFICER/MEMBEREXCLUDEDPFN (Mandatory In NH) U yes, describe under DESCRIPTION OF OPERATIONS below NIA MWC 31381924 07/01/2024 07/01/2025 X 1 PERSTATUTE ETRH- E.L. EACH ACCIDENT $ 1,000,000 E.L. DISEASE - EA EMPLOYEE $ 1,000,000 E.L. DISEASE -POLICY LIMIT $ 1,000,000 DESCRIPTION OF OPERATIONS I LOCATIONS I VEHICLES (ACORD 101, Additional Remarks Schedule, maybe attached if more apace is required) Re: RFP N0.202501. City of Rosemead included as additional insured (except Workers'Compensation) where required by written contract. Waiver of subrogation is applicable where required by written contract. CERTICV`ATG HOLDER CANCELLATION City of Rosemead SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE 8838 E. Valley Boulevard THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN Rosemead, CA 91770 ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORMED REPRESENTATIVE �Csl� LTC ©1988.2016 ACORD CORPORATION. All rights reserved. ACORD 25 (2016103) The ACORD name and logo are registered marks of ACORD ® A� o CERTIFICATE OF LIABILITY INSURANCE DATE(MMIDDIYYYY) 02/102025 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER MARSH USA . 155 N. WACKER,ACKER, SUITE 1200INC.No CHICAGO, IL 60661 CN1 01 958462—Cyber-24-25 NAME:ACT PHONE Fax EJAAIL ADDRESS: INSURERS AFFORDING COVERAGE NAICO INSURER A: Homeland Insurance Company of Newt rk 34452 INSURED Trail Services, Inc. 720 E, Buderfeld Rd., Suite 300 Lombard, IL 60148 INSURER B INSURER C: INSURER D: INSURER E: INSURER F: rnvclaAGEQ CFRTIFICATF NUMBER: CHI -0101191735-01 REVISION NUMBER: 4 THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. 'NSR I LTR TYPE OF INSURANCE ADDL SUBR POLICY NUMBER POLICY EFF MWDD POLICY EXP MMIDD/YYYY LIMITS COMMERCIAL GENERAL LIABILITY EACH OCCURRENCE $ CLAIMS -MADE ❑ OCCUR DAMA RENTED PREMISES Ee occunence $ MED EXP (Any one Person) $ PERSONAL B ADV INJURY $ GEN'L AGGREGATE LIMIT APPLIES PER: GENERALAGGREGATE $ PRODUCTS - COMPIOPAGG $ POLICY [:]PRI F LOC $ OTHER: AUTOMOBILE LIABILITY COMBINED SINGLE LIMIT $ Ea accident BODILY INJURY (Per Person) $ ANY AUTO BODILY NU1RY(Peraccidenl) $ OWNED SCHEDULED AUTOS ONLY AUTOS HIRED NON -OWNED AUTOS ONLY AUTOS ONLY J PROPERTY DAMAGE $ Per accident $ UMBRELLA LUIBOCCUR EACH OCCURRENCE $ AGGREGATE S EXCESS LUU3 C ::MADE DED RETENTION$ $ WORKERSCOMPENSATION STATUTE ETH. AND EMPLOYERS' LIABILITY YIN ANYPROPRIETORIPARTNERIEXECUTIVE OFFICERIMEMBEREXCLUDED7 (Mandatory In NH) NIA E.L. EACH ACCIDENT $ E.L. DISEASE - EA EMPLOYEE $ E.L. DISEASE -POLICY LIMIT $ 0 yes, describe under DESCRIPTION OF OPERATIONS below A Cyber 720000036-0002 07/01/2024 07/01/2025 Limit 5,000,000 SIR 750,000 DESCRIPTION OF OPERATIONS I LOCATIONS I VEHICLES (ACORD 101, Additional Ramarka Schedule, maybe attached U more space is required) Re: RFP N0.202501. CERTIFICATE HOLDER CANCELLATION City of Rosemead SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE 8838 E. Valley Boulevard THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN Rosemead, CA 91770 ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE ,br.abrn/E ZC.Ss4 iii U 19664ZU1D AGLI GUKPUKAI IUIN. All rights ACORD 25 (2016/03) The ACORD name and logo are registered marks of ACORD ® A CERTIFICATE OF LIABILITY INSURANCE I DATEYYYY) 010/20250/2025 ol2azs �/ THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER MARSH USA LLC. 155 N. WACKER, SUITE 1200 CHICAGO, IL 60661 :ACT Marsh U.S. Operations NAME PHONE 866-966.4664 ac No : 212-948-0770 E'LOReas, Chicego.CertRequesl marsncom INSURER(S) AFFORDING COVERAGE NAIC It COMMERCIAL GENERAL LIABILITY INSURER A: OldRe ublic Insurance Company 24147 ON 101958462.TNA-Prof-24-25 INSURED Transdev Services, Inc. INSURERB DAM ETO RENTED PREMISES Ea occurzmoa $ 720 East Butterfield Road, Suite 300 INSURER C : INSURER D: Lombard, IL 60148 NSURER E ':ME U; MED EXP (Any one person) $ COVERAGES CERTIFICATE NUMBER: CHI -010881734-01 REVISION NUMBER: 3 THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR TYPE OF INSURANCE ADDL SUER POLICY NUMBER MrOAILDDYEFF MW-POLDDIYYXYPY LIMBS AUTHORIZED REPRESENTATIVE COMMERCIAL GENERAL LIABILITY EACH OCCURRENCE $ DAM ETO RENTED PREMISES Ea occurzmoa $ CLAIMS -MADE E:1 OCCUR MED EXP (Any one person) $ PERSONAL S AOV INJURY $ GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $ PRODUCTS-COMPIOP AGO $ POLICY [:] PEP F LOC OTHER: AUTOMOBILE LIABILITY COMBINED SINGLE LIMIT Ea accdent $ BODILY INJURY (Per person) $ ANYAUTO BODILY INJURY (Per accident) $ OWNED SCHEDULED AUTOS ONLY AUTOS HIRED NON -OWNED AUTOS ONLY AUTOS ONLY PROPERTY DAMAGE $ Per accitlent UMBRELIALIABOCCUR EACH OCCURRENCE $ AGGREGATE $ EXCESS LIAR CLAIMS -MADE DED I I RETENTION$ $ WORKERS COMPENSATION STATUTE ERS AND EMPLOYERS'LIABILITY YIN ANVPROPRIETOIVPARTNERIEXECUTIVENIA OFFICERIMEMBEREXCLUDED? (Mandatory In Ni E.L. EACH ACCIDENT $ E.L. DISEASE - EA EMPLOYEE $ E.L. DISEASE - POLICY LIMIT $ Wsdescribe under IPTIONOFOPERATIONSbelow A Professional Liability MWZZ 31382124 07/0112024 07/0112025 Limit 1,000,000 DESCRIPTION OF OPERATIONS I LOCATIONS I VEHICLES (ACORD 101, AddMonal Remarks Schedule, may be attachad if more space is required) Re: RFP N0. 2025-01. rANrPI 1 ATInN VCRIIf1YMIC City of Rosemead SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE 8838 E. Valley Boulevard THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN Rosemead, CA 91770 ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRESENTATIVE ©1988-2016 ACORD CORPORATION. All rights ACORD 25 (2016103) The ACORD name and logo are registered marks of ACORD C* Vehicle Information C MODE February 10, 2025 4 Passenger and 2WC Capacity 2022-2023 Ford E -Transit 350 ADA Models (ZERO EMISSIONS VEHICLE) ,Ie Specifications Chassis . 2022-2023 Ford E -Transit 350 Cargo, Medium Roof Van • Engine: Ford OEM Electric Motor, Single, Rear Drive: Rear Wheel Drive • Power: 198 kW / 266 HP / 317 TO • Battery: 68 kWh Fuel Type: Electric Floor -mounted single pack Li -ion battery • GVWR:9,500 Exterior . 19' 7.5" Length • Wheelbase: 148" Running board on driver side, short step Running board on passenger side, full • 16" Steel wheels with full wheel covers Single Rear Wheel Interior . Flooring: Gerflor Black Graphite Contact Us 888.633.8380 CreativeBusSales.com C MODE • On Board Charger 10.5 kW ouU11.3 kW in • Charging time: • 15-80% DCFC (115 kW) 34 min • 15-80% (50 kW) 65 min • 0-100% 240V L2 (48A) 8 hours • 0-100% 240V L2 (30A) -12 hours Passenger 4, including Co -Pilot Seating Options Seating • Passenger Seating: - Seat Fabric Level 1 Newport Ash Grey Vinyl - Freedman 3pt Mid -Hi Rigid Single Aluminum Floor Removable Seats • OEM Driver and Co-pilot Seating - OEM Seats (2) PARATRANSIT PACKAGE INCLUDES Heavy Duty Wheelchair Lift Door Located at the Rear Entry of Vehicle Heavy Duty Braun Century Wheelchair Lift Fully Automatic with Manual Back -Up (2) Wheelchair Tie -Down Positions with Storage Bag Interlock to Secure Vehicle ADA Decal Package Intermotive Wheelchair Lift Interlock System Contact Us 888.633.8380 CreativeBusSales.com • 6 -rail Aluminum floor system • Long Wheelbase ABS Plastic Interior w/ 6 LED Dome Lights Mid Roof • Entry grab rail (stanchion) on right side (B pillar) • Freedman 3pt Mid -Hi Rigid Single Aluminum Floor Removable Seat A/C and Heat • E -Transit HVAC System: Twin Air TM431 F -E Floor Mount 31 K BTU A/C & 28K BTU Heat Accessories • Sync 4 AM/FM/Bluetooth Radio • 3 Years of Ford Telematics/Connectivity Safety • OEM back-up alarm • First aid kit, Fire extinguisher, Triangles Charging • Level 2 Wall Charger and 120V/240V Mobile Power Cord Included • On Board Charger 10.5 kW ouU11.3 kW in • Charging time: • 15-80% DCFC (115 kW) 34 min • 15-80% (50 kW) 65 min • 0-100% 240V L2 (48A) 8 hours • 0-100% 240V L2 (30A) -12 hours Passenger 4, including Co -Pilot Seating Options Seating • Passenger Seating: - Seat Fabric Level 1 Newport Ash Grey Vinyl - Freedman 3pt Mid -Hi Rigid Single Aluminum Floor Removable Seats • OEM Driver and Co-pilot Seating - OEM Seats (2) PARATRANSIT PACKAGE INCLUDES Heavy Duty Wheelchair Lift Door Located at the Rear Entry of Vehicle Heavy Duty Braun Century Wheelchair Lift Fully Automatic with Manual Back -Up (2) Wheelchair Tie -Down Positions with Storage Bag Interlock to Secure Vehicle ADA Decal Package Intermotive Wheelchair Lift Interlock System Contact Us 888.633.8380 CreativeBusSales.com C MODEL Floorplan Included - 4 Pass and 2WC Contact Us 888.633.8380 CreativeBusSales.com 0 Addenda Acknowledgement Addenda v Jan13,2025 r Deadlneto5u4)ma Bid QuestbnsE endedrot/151RM The deadline to submit but puestions has been extended w Wednesday 1/15 by no later Nan 1M v Jan 16,2D25 2 Question and Roposal Deadline Extended New deadlines as follows: Ques4ans due Thursday 1/30/25 by 12pn Responses will be provided by Thursday 2/6/25 Roposals are now due Wednesday 2/19/25 by 4pm Acknowledeement of Addendum No. 3 Each proposer shall acknowledge receipt of this addendum in their submitted proposal. Failure to provide such acknowledgement shall render the proposal as non-responsive and subject to rejection. If you have already submitted a response, this addendum will invalidate your response, and you must submit a new response before the due date specified. Except for the changes noted above, all other requirements and provisions of the originally issued Request for Proposal shall remain in effect. t)An4a& C16W'G4a' Danielle Garcia Public Works Fiscal and Project Manager Issued February 6, 2025 1 ACKNOWLEDGE RECEIPT OF ADDENDUM NO.3 G✓G t.� Transdev Services, Inc. Proposers Signature Company Name W.C. Pihl, Senior Vice President Updated Cost Proposal For Transdev Services, Inc. City of Rosemead - Microtransit Price Proposal Transdev Revenue Hours Monthly Fixed Fee Total Fixed Costs Variable Rate Total Variable Costs Total Annual Costs Per Month Base Term Option Year 1 Option Year 2 Option Year 3 18 Months 12 Months 12 Months 12 Months 16,425 10,950 10,950 10,950 $ 43,941.78 $ 43,617.68 $ 44,746.37 $ 45,928.69 $ 790,952.09 $ 523,412.21 $ 536,956.48 $ 551,144.22 $ 47.42 $ 49.75 $ 51.72 $ 53.87 $ 778,883.03 $ 544,815.75 $ 566,372.87 $ 589,910.09 $ 1,569,835.12 $ 1,068,227.96 $ 1,103,329.35 $ 1,141,054.31 $ 87,213.06 $ 89,019.00 $ 91,944.11 $ 95,087.86 Contract Period Cost Per Month Annual Cost Base Term $ 87,213.06 $ 1,569,835.12 (18 Months) Option Year 1 $ 89,019.00 $ 1,068,227.96 (12 Months) Option Year 2 $ 91,944.11 $ 1,103,329.35 (12 Months) Option Year 3 $ 95,087.86 $ 1,141,054.31 (12 Months) r] Attachment G Via Proposal via Ad 5:: ;;; WT PrA Submitted by Crosby Street Transit (A wholly owned subsidiary of Via Transportation, Inc.) *» D 1. Proposal Summary Crosby Street Transit, LLC a�I (a wholly owned subsidiary of Via Transportation, Inc.) CI 114 5th Avenue, 17th Floor New York, NY 10011 Subject: RFP No 2025-01: Micro -Transit and Ride -Hailing Services To: City of Rosemead, California Attn: Amanda Moreno, Senior Management Analyst Dear Ms. Moreno, Crosby Street Transit (a wholly owned subsidiary of Via Transportation, Inc. or "Via") is delighted to present our proposal to the City of Rosemead for the delivery of its turnkey micro -transit service. We understand that the City is looking for a contractor that will partner with the City to make intentional, well -considered upgrades to the Rosemead Transit System. While the current system provides two modes of transit — Dial -A -Ride for seniors and persons living with disabilities and a publicly available Explorer fixed route — the City seeks to use micro -transit to enhance accessibility, improve efficiency, and provide an exceptional rider experience, while maintaining current ridership. In addition, the City recognizes that ridership patterns are changing and transportation needs are evolving; it seeks a partner with the analytical capability and operational flexibility to suggest and execute any future changes to the design of Rosemead's transit system. We understand that the City would like to transition away from its propane fuel vehicles to an all -electric vehicle fleet, while ensuring that those with mobility devices such as wheelchairs are able to easily access the system. Last, Rosemead wishes to ensure connectivity within Los Angeles County, connecting its residents and visitors into the existing regional fixed route transit network. Via is pleased to offer the City of Rosemead a turnkey, fully -electric, accessible, municipally -branded four -vehicle micro -transit service that will serve Rosemead's existing demand and can easily scale up or down in accordance with future ridership patterns. In addition, Via will integrate both with local transportation network companies (TNCs) / ride -hailing companies to serve additional trips as needed as well as with existing fixed route transit to provide regional connectivity. As the world's leading provider of micro -transit and integrated transit solutions and with our deep local commitment to Los Angeles County, Via is uniquely positioned to bring Rosemead's vision to life. Our team is excited to partner with Rosemead to design and deliver an efficient, accessible, user-friendly micro -transit system for the City. While we discuss our proposal in detail within the Proposed Service Model section, we thought it worth highlighting here five components of our differentiated approach: RFP No 2025-01: Micro -Transit and Ride -Hailing Services 12 17Best-in-classtechnology and integrated operations. Our intuitive Rider App and intelligent vehicle routing — which accounts for varying passenger abilities and requirements — yield an excellent rider experience and substantial operational efficiencies. Moreover, we use technology throughout our process (e.g. in driver recruitment and training, fleet management, customer service, etc.) to optimize our operations and provide flexibility and efficiency to our partners. Expanding transit access with seamless connections. Through Via's Integrated Transit features, Via can facilitate both multi- and inter -modal trips, enabling those in b-� Rosemead to access the fixed route bus and rail system to reach the broader Los Angeles region. For example, micro -transit trips could connect riders to the 70 Metro Local line, bringing them into downtown Los Angeles, or, should the City desire, to the Via -operated West Covina micro -transit service next door. -0QZ Ongoing, data -driven service design. We agree with Rosemead: ridership patterns are r ever-changing. The City requires a partner that will use data to design a strong service L and make ongoing adjustments as needs evolve. Via's in-house transit planning team, Via Strategies, will engage Rosemead in a collaborative service design process at the start of the contract that directly addresses the City's goals. Our experts anticipate running a service that meets or exceeds the ridership targets described in the RFP with an excellent quality of service. R T End-to-end support resources. At Via, the term "turnkey" goes well beyond vehicles, vQ drivers, technology, and customer service. Via provides all the capabilities to ensure a icl successful micro -transit service, including rider growth marketing, community engagement, service design and planning assistance, vehicle branding, electric vehicle management, grant writing, and much more. Our comprehensive support ensures that Rosemead's service is not only well -executed from day one but also continuously optimized to meet evolving community needs. Deep local presence in California. Via currently operates or provides software for 30 micro -transit services across California, facilitating over 4 million rides to date and making us the most experienced provider of flexible, on -demand transportation in the state. Our local experience includes an operations partnership with LA Metro, as well as micro -transit services in San Diego, Imperial County, and multiple cities in Los Angeles County—including West Covina, Torrance, and Monterey Park. This unmatched experience allows us to bring proven best practice to Rosemead, ensuring a seamless, data -driven, and rider -centric service that expands mobility access for the community. We look forward to discussing Rosemead's needs in more detail, and are eager to work together to achieve our shared goals for public transit in the City of Rosemead. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 3 Docusign Envelope ID: BCDF9000-F75A-4840-B308-9E1B5FC6786D Sincerely, LlSigned by: tp �,aualt, Authorized Corporate Officer: Authorized Contacts: Alex Lavoie Manager Crosby Street Transit Chief Operating Officer Via Transportation, Inc. 114 5th Avenue, 17th Floor New York, NY 10011 Crosby Street Transit Local Office 8431 Telfair Avenue Sun Valley, CA 91352 Rachel DiSalvo Director of Strategy Via Transportation, Inc. (888) 501-7511, ext. 4 114 5th Avenue, 17th Floor New York, NY 10011 rachel.disaivo@ridewithvia.com Joe Martin Principal Contact Person, Rosemead Account Territory Manager Via Transportation, Inc. 114 5th Avenue, 17th Floor New York, NY 10011 joe.martin@ridewithvia.com RFP No 2025-01: Micro -Transit and Ride -Hailing services 1 4 Table of Contents 1. Proposal Summary Table of Contents 2. Contractor Profile 2.1 History and Experience 2.2 Financial Sustainability 2.3 Lawsuits and Litigation 3. Experience of the Contractor 3.1 Municipal and Transit Agency References 3.2 Private Sector References 4. Proposed Service Model 4.1 Service Model Development 4.2 Technology and App Integration 4.3 Fleet and Vehicles 4.4 Service Hours and Operations 4.5 Safety and Accessibility 4.6 Customer Service 4.7 Employee Selection and Supervision 4.8 Data Analytics and Reporting 4.9 Marketing and Outreach 4.10 Transition Plan & Timeline 5. Cost Sheet and Rates 6. Minimum Qualifications 7. Contract Exceptions 8. Addenda 9. Appendix Proprietary and Confidential Information Intellectual Property 2 5 6 6 7 7 8 8 11 13 14 17 24 29 30 33 34 39 41 43 47 49 50 51 53 57 58 RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 5 2. Contractor Profile 2.1 History and Experience Via believes that access to mobility promotes human connections, creates economic opportunity, and fosters more equitable communities. We envision a future where every community is able to provide efficient, accessible, integrated transit for all of its riders. Since Via's founding in 2012, our team has worked collaboratively alongside our partners to realize this future, building an operating model and software suite that manages every aspect of public mobility on behalf of cities and transit agencies. We offer innovative solutions for micro -transit, ADA paratransit, senior transportation, transit planning and demographic analysis, integrated trip planning and payment systems, and more. While we have grown our product lines to serve additional modes, Via has its roots in shared, demand -responsive transportation, commonly known today as micro -transit. We are the leading provider of on -demand, flexible transportation systems: no other vendor has more experience powering and operating turnkey micro -transit services in the United States. Over the past decade, we have launched nearly 100 micro -transit pilots that have grown into staples of public mobility in the communities we serve. We are especially proud of our contributions to the growth of micro -transit in California, where we operate or provide software for 30 micro -transit services and have powered more than 4 million rides across the state to date. For example, we recently launched two micro -transit services in Los Angeles County supported by the LA Metro Visionary Seed Fund, including one service in the City of Torrance and another in West Covina, and we are in the final stages of launching a micro -transit service in Monterey Park. We were also selected as the operations partner for LA Metro's Metro Micro program, an eight -zone micro -transit service throughout Los Angeles County. These partnerships, combined with our services in communities like San Diego and Imperial County, make us by far the largest and most experienced microtransit operator in Southern California. 0 PALO ALTO Mruen. • sTCR Got 9� ' • •IM r3 0 OW • t • LR707' • Aletro ' RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 6 2.2 Financial Sustainability Via is backed by many of the world's leading investors including Exor, Janus Henderson, Blackrock, ION, Pitango, and 83 North. In February 2023, Via closed a $110M round of financing at a $3.513 valuation, the purpose of which was to allow the company to invest in expanding our product suite and further our vision of providing the end-to-end digital infrastructure for public mobility. Leveraging our strong financial position, the acquisitions of Remix in 2021 (the category leading software for transportation planning) and Citymapper in 2023 (the top UK -based journey planning app and transit technology company) allow us to integrate all elements and phases of a transit system, providing a unified solution for cities, transit agencies, and riders. Between 2021 and 2024, Via enjoyed revenue growth with CAGR. 2.3 Lawsuits and Litigation Crosby Street Transit has no litigation to disclose. TQC Transit tech company Via raises $110M at $3.5B valuation Bloomberg RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 7 3. Experience of the Contractor Beyond the expansive experience mentioned above, we are pleased to furnish the City of Rosemead with six project examples that highlight particularly relevant experience. In addition, we have listed reference contact information should the City wish to learn more. 3.1 Municipal and Transit Agency References Cupertino, California Project: Silicon Valley Organization Receiving Services: Cities of Cupertino and Hopper Santa Clara Total Contract Cost: Average monthly ridership: 8,000-9,000 rides $10.6M Contact: David Contact Method: (408) 777-3249; davids@cupertino.org Stillman, Transit Manager Service Description: In _ a October 2019, the City of Cupertino partnered with Via to deliver their first on -demand service andIJ address key goals such as increasing traffic congestion, limited -7 j)hopper alternatives to single -occupancy vehicle travel, and no first- and last -mile connection to fixed -route transit throughout the greater Silicon Valley area. After several highly successful years of on -demand service in the city of Cupertino, the cities of Cupertino and Santa Clara joined forces with Via to apply for an $8.5M grant from the California State Transportation Agency (CaISTA) to improve regional connection and advance the state's mission of reducing transportation emissions. In addition to expanding service to Santa Clara, the zones also serve two key fixed -route transit hubs in Mountain View. The service and our ability to drive ridership have both been extremely successful: over 70% of riders switched from single occupancy vehicles to microtransit, and we have already delivered more than 100,000 rides. Today, the service operates with a 100% electric fleet, leading to the elimination of 76,000 metric tons of carbon dioxide equivalent (MTCO2e). - - - - - RFP No 2025-01: Micro -Transit and Ride -Hailing Services 18 Richmond, California Project: Richmond Organization Receiving Services: City of Richmond MOVES Total Contract Cost: Average monthly ridership: 6,000 rides $6.2M Contact: LaShonda Contact Method: lashonda_wilson@ci.richmond.ca.us White, Deputy City Manager - Community Services Service Description: In April 2022, Via partnered with the City of Richmond to launch Richmond MOVES, the city's first on -demand public shuttle service, with a fleet of 100% plug-in hybrid electric vehicles to reduce energy consumption. Richmond MOVES' goal is to fill access gaps in the city's transportation network, which has historically lacked intra -city transit options and faced challenges from heavily polluted air. The service enables residents to easily connect with key transit hubs — such as Amtrak, BART stations, and the Ferry Terminal — without a private car. The popularity of Richmond MOVES has continued to grow month over month, hitting an all-time ridership high in October E. 2024. Initially funded by the California Clean Mobility Options (CMO) Voucher Pilot Program, Via helped the City of Richmond secure an additional $3.2M in state funding to support the existing pilot and expand service to nearly the entire city. New data validates Richmond MOVES is making a positive environmental impact on or the city, with nearly 50% of rides replacing trips previously served by single -occupancy vehicles. Lone Tree, CO Project: Link Organization Receiving Services: City of Lone Tree, CO On -Demand is age ,or s r crflde,Ial a.na,ion. lNe have emailed a redacted copyto ma cry. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 9 Total Contract Cost: $1.5M Contact: Dan Raine, Mobility Manager Average monthly ridership: 5,000 rides Contact Method: dan.raine@cityoflonetree.com Service Description: In 2019, the City of Lone Tree—a fast-growing suburb of Denver—partnered with Via to replace their legacy software provider and power their first- and last -mile microtransit solution named "Link On -Demand." The transition provided the City with enhanced service visibility and comprehensive data reporting tools, which their previous provider lacked. The City was also able to decrease their cost per ride by 30% while increasing daily rides by 41%. Building on this success, the City expanded its software partnership with Via to include turnkey microtransit operations, benefitting from a unified provider for both software and operations. Since Via took over operations, the service has achieved a nearly 3x increase in overall service efficiency, measured by passengers served per vehicle hour. Gastonia, North Carolina Project: GoGastonia Organization Receiving Services: City of Gastonia, NC Total Contract Cost: Average monthly ridership: -15k $6,919,343 Contact: Randi Gates, Contact Method: Office: 704-854-6604 Director of Mobile: 980-925-7405 Transportation Email: Randi.Gates@gastonianc.gov Service Description: The City of Gastonia replaced all 6 of their underperforming fixed route bus lines with a 23 -vehicle city-wide microtransit service, powered and operated by Via. GoGastonia In just the first month of service, GoGastonia exceeded the previous fixed route network's monthly ridership by 6% and By QM reached 30,000 total trips in the first 3 months of service. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 10 3.2 Private Sector References Linkedln Project: Shuttle Organization Receiving Services: Linkedln South Bay Connection Average monthly ridership: 12,500 rides/month Total Contract Cost: Average monthly ridership: 12K + $42M Contact: Nile Ledbetter Contact Method: nledbetter@linkedin.com Service Description: Via provides on -demand shared rides to Linkedln workers within a few miles of their South Bay campus and oversees a fixed -route contractor to deliver scheduled service to workers traveling from San Francisco, the East Bay, and other further -flung areas of the Bay. Via proposed and executed the dual -option service after analyzing ride cost and efficiency metrics and determining that significantly more workers could be served with a fixed -route component to the campus commute program, which hadn't existed since before the pandemic. As employees are encouraged to return to office, Via's offerings have proven extremely popular and have quickly adapted to provide larger vehicles and offer new routes where there is high demand. Google Project: Via2G Organization Receiving Services: Google Total Contract Cost: Average monthly ridership: 12,500 rides/month $425,000.00 Over 3 years Contact: Lyndel Contact Method: lyndelf@google.com Fusello Service Description: Via and Google launched a commuter shuttle service to reduce reliance on personal vehicles and improver employee morale through a better 4� commuting experience. While the company already provided coach bus .. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 11 shuttles, there were few transportation options for employees living close to the main campus. Via successfully launched the service and scaled it up from 10 to 25 square miles to incorporate employees at both the Sunnyvale and Mountain View campuses. After pausing the service due to the COVID-19 pandemic, Via expanded the service to cover additional areas of the Bay Area to provide access to more Google employees. Additionally, Via launched services for employees at Google's offices in Waterloo and Atlanta. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 12 4. Proposed Service Model Via understands that the City looks to reimagine the Rosemead Transit System, using innovations from micro -transit and ride -hailing to enhance the system's accessibility, improve its efficiency, and provide a superior rider experience. While innovation is a key priority, the City also seeks to continue serving its current ridership volumes. With additional information and data, the City wishes to preserve the flexibility to scale its transit system further and remains open to service design recommendations that best capitalize on micro -transit, ride -hailing, and fixed route services. The City wishes to develop a transit system that can accommodate passengers within Rosemead, and also connect these passengers to other transit options within the County. Last, the City has several elements of its current transit system that it wishes to preserve, including ADA compliance across all vehicles, 365 days of operations annually, etc. After evaluating the City's service environment, trip volumes, and the specifications outlined in the Scope of Services, we propose to provide Rosemead with a dedicated fleet of four, Rosemead -branded electric vehicles, which are routed dynamically in response to demand. WeJL propose to deploy two accessible Ford q e -Transits and two Volkswagen ID.Buzz Electric Buses. All four vehicles will be routed using Via's industry leading micro -transit software, which allows passengers to book trips through a white -labeled mobile application, website, or by calling our customer service center. We propose service hours that match the current operating hours of Rosemead's Transit System: Monday through Friday from Sam - 8pm, Saturday and Sunday from Gam - 7pm, and holidays from Sam - 4pm. The service will run 365 days per year unless otherwise directed by the City. Service will be provided within the city limits, to / from destinations within five miles of the city limits, and for medical appointments to the Kaiser Hospital facility in Baldwin Park and the Huntington Memorial Hospital area in Pasadena. Seniors (55+) and those living with disabilities will receive priority service, but the micro -transit service will be publicly available to all residents of and visitors to Rosemead, so long as their origin and destination are within Rosemead's prescribed service area. While we have provided pricing details for a fixed monthly fee structure, per the City's request (see Section 5.1. Pricing as Requested by City), we would like to propose billing the City based on vehicle hours deployed. This billing model enables us to deploy fewer vehicles when demand is limited (very early mornings, as an example) and to increase the number of vehicles on the road when demand warrants (rush hours, midday travel, etc.) RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 13 By matching vehicle supply to observed demand, Via ensures strong vehicle utilization, a low cost per trip, and efficient expenditure of municipal funds as the City only pays for vehicle hours actually deployed, as opposed to a fixed monthly price. Moreover, should the City require additional vehicles, Via could quickly add to Rosemead's fleet. This billing and operating model allows for flexible and highly scalable micro -transit that directly supports existing ridership levels. (For more details, please see section 5.2. Recommended Invoicing Structure.) 4.1 Service Model Development Via Strategies, our in-house transit planning and consulting team, has conducted a preliminary analysis of service parameters based on Rosemead Transit System's current design and ridership volumes, Rosemead's geography, population, density, road network, travel patterns, road speeds and much more. Based on this analysis, we anticipate operating a high -performing service for Rosemead with the following characteristics: Given the City's existing ridership data, we are proposing a fully demand responsive service, e.g. no fixed routes. This model will allow the City to analyze, over time, granular data around origins and destinations, and better understand local demand patterns. Via Strategies will regularly review this data and recommend to the City placement of a fixed route line where demand patterns support it. • To maximize convenience and accessibility, we recommend that the City pursue a fully on -demand model. This allows seniors and persons living with disabilities the flexibility and spontaneity enjoyed by others in the community, rather than restricting trips to those with the foresight to book in advance. Our experience has shown that fully on -demand systems are more efficient due to lower rates of no-shows and late cancellations of prescheduled trips. However, should the City prefer a pre -scheduled model, we can absolutely deploy this model instead, or even a combination of the two. • To maximize efficiency, we recommend a corner -to -corner model, whereby general passengers are picked up / dropped off at a nearby corner, allowing vehicles to stay directionally consistent. Of course, for seniors or those living with disabilities, we would recommend curb -to -curb service where they are picked up directly in front of their origin and dropped off at their destination with no additional walking required. Should the City desire and require it, we are pleased to propose including overflow bookings to ride -hailing companies in the area. In this case, if Rosemead's designated micro -transit fleet is unable to serve a particular trip, Via will work with - - -" RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 14 a local transportation network company (TNC) (e.g., Uber or Lyft) to ensure the trip is served and the demand is accommodated. Rosemead's new transit system — designated on -demand micro -transit plus overflow to TNCs — will be available with similar quality of service throughout the City, within 5 miles of the city limits, and to key destinations specified by the City. Because demand responsive transportation is zonally based, we position our vehicles throughout the service area such that residents throughout Rosemead will receive a similar quality of service, defined by average wait times. Should the City wish to lower wait times in the future, it could add more vehicles to Rosemead's fleet. Our proposed service would deliver performance as highlighted below: Daily Demand Expected Ridership -230 Avg. Wait Time 15 min Request time vs. pickup time Max. Walk Distance (Ambulatory Riders) < Y. mi (commercial) Walk time to pickup and drop off locations < % mi (residential) Fleet Size # of active vehicles Service Hours Hours of operation Weekdays: 4 Weekends: 4 5 am - 8 pm, weekdays 6 am - 7 pm, weekends Timeliness >90'% Within 5 minutes of expected pickup Customer Satisfaction > 4.5/5.0 Quantified through ride reviews & surveys Service Reliability >90 Trip proposal delivery Based on vehicle utilization seen in comparable cities, we would expect that Rosemead's service provides approximately 84,000 trips per year, well over the City's current base of 55,000 trips annually. While we believe this service design would succeed in Rosemead, we would be delighted to discuss further with the City should officials wish to make changes to the service model. Prior to actually deploying a transit service, Via Strategies will review the proposed RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 15 service design, receive feedback from key stakeholders, analyze data from Rosemead's current Dial -a -Ride program, and solicit community input to advise on optimal service parameters. This can include designing customized solutions for service areas, fleet size, routing, and scheduling. Our in-house consultants, transit planners, and operations specialists leverage Remix On -demand Planning — our proprietary simulation and planning tool — to explore how services would operate in real-world conditions, including specific field assessments for safety, ADA access, and pedestrian amenities. By doing so, we ensure that our approach supports Rosemead's service goals, including meeting demand with an accessible, efficient, and localized transit experience. Officials in Rosemead can expect to work with Via Strategies through our five-step planning process: 1. Goal Setting. First, we will work with the City to clarify goals and the desired service parameters, including zone boundaries, operating hours, fares, stop locations (Virtual Bus Stops), quality of service metrics, key destinations, and expected travel patterns in the zone. 2. Data Gathering. Next, Via will estimate demand patterns for the service by examining the local physical environment, including street widths, land use, and residential and employment densities. Via will also draw on existing data, such as ridership, census data, demographic data, and previous studies. 3. Simulations. Via will then simulate the full service to predict how it will perform under real-life conditions. Using our in-house simulation technology, we will test our algorithm's performance under different demand levels, travel patterns, fleet compositions, and traffic conditions, painting a clear picture of how our system would perform. The simulation will produce Key Performance Indicators (KPIs) quantifying service performance and efficiency. These metrics include expected wait times, ride aggregation predictions, and more. 4. Compile and Iterate Results. During the simulation phase, our algorithms generate granular data. We will guide the City through the results, helping the team understand the outputs (e.g., impact of shorter wait times or detours). We will iteratively refine the configurations according to desired service outcomes. For example, the City may choose to adjust wait times in order to meet ridership targets. Via's goal is to provide the City with a data -driven understanding of how decisions will impact the service. 5. Final Recommendation and Launch. Based on the results of these analyses, Via will work with the City to plan service operations. Via looks forward to the opportunity to refine our proposed service model with Rosemead and align further on performance expectations and tradeoffs. We are extremely invested in the success of Rosemead's micro -transit system and look forward to working with Rosemead to design a system of accountability to ensure that Rosemead achieves its goals. Should Via determine that we are not on track to meet one of our core KPIs, we will RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 16 immediately discuss this with the City to mutually determine what adjustments can and should be made. Rosemead's Requirement Via's Solution Service Model Development Propose a flexible and scalable micro -transit / A dedicated four vehicle, demand and/or ride -hailing model tailored to support V responsive electric fleet, including two current ridership levels and specify the maximum accessible vehicles. Overflow potentially ridership capacity of the proposed model. served through partnerships with local TNCs (transportation network companies). Expected volumes of 84,000 trips per year. Address all areas of the city with coverage / Because our model is zone -based (as optimized based on demand and identify v opposed to route -based), all of the City underserved areas where services could be will receive equal coverage and similar expanded. quality of service. Should the City wish to expand the service, it could add additional vehicles at high demand times of day. Propose how services will operate (e.g., ✓ We propose to operate a fully on -demand scheduled rides, on -demand, fixed -route hybrid) service to start. We could alter this over to enhance convenience and accessibility. time should demand patterns warrant. In addition, we are open to exploring alternatives to align with the City's preferences. 4.2 Technology and App Integration By partnering with Via, the City of Rosemead and its riders will benefit from the combined power of our market -leading transit software and our tech -enabled operational approach. As global operators with extensive experience delivering micro -transit service on our platform, we have prioritized the development of features that directly address the day-to-day needs of gowest `7 covina delivering micro -transit service, offering unparalleled efficiency, an .4. exceptional rider experience, and high quality of service. Y2nyke,{ellinp ai7.nil raµ an0 el�ben: Via's technology platform that delivers micro -transit consists of three main components: • Rider Application: Via will provide the City of Rosemead with a Ae, white -labeled Rider Application, which will be both iOS and Android compatible. Our Rider Application provides riders with RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 17 an all -in -one location for booking, tracking, paying for, and canceling rides, providing feedback, and contacting support in real-time. Upon opening the app, riders will be required to register an account. Once registered, users will clearly see their current location, the zone(s) in which service is offered, and will be able to set the pick-up and drop-off locations. These locations can be selected by placing a pin directly on the map, typing an address, tapping a configurable point of interest, or by selecting a location from the rider's list of favorites. Once a rider has selected their pickup and dropoff, they will be able to set a desired arrival or departure time, and identify any additional considerations for their trip, such as if they are traveling with a child, care attendant, service animals, and/or large objects. The Via algorithm then matches the request with available seats across the fleet, presenting a proposed trip assignment that - optimizes for both rider experience and efficiency. The Via algorithm also validates the trip request to ensure that trips are only booked within the configured service parameters, such as the defined service hours and zones. Upon selecting a proposal, o booking their trip, and indicating their method of fare payment, ,r riders will receive navigation to their pick-up point, the real-time kl..a,°�° """""' °' location of the vehicle, and trip details like vehicle description and driver information. The system can provide trip updates to the rider through SMS, push notifications, and phone calls. A.".°, inni° The application also offers configurable rider communications to ensure transparency through events such as service changes, expansions, disruptions, or even a notification as simple as a vehicle approaching the passenger's pick up location. Via's Rider Application has been downloaded 2min 7.7 by millions of passengers and E3 pip consistently receives glowing reviews. pickup MtlM Cqk Per the City's requirements, we also have a web -based version of our Rider °'""`" © Application; in addition, our customer support center allows passengers to 5mn, book rides by telephone. • Driver Application: Our driver -facing application, also known as the Driver App, has been developed to make drivers' jobs safer and easier, enabling them to deliver an exceptional rider experience. The RFP No 2025-01: Micro -Transit and Ride -Hailing Services I 18 app is compatible with both Apple and Android devices, and provides a single interface where a driver can access everything they need before, during, and after their shifts. This includes a map -based interface, turn -by -turn navigation to pickup and dropoff locations, a ride manifest that updates in real-time as new rides are booked, automated notifications, and one click task acknowledgements. Via's Driver App offers several opportunities for configuration, including configurable wait times at pickups, and accessible features like font size and volume controls for voice responses. The Driver App ensures transparency by tracking real-time vehicle location and supports driver safety through features like the "Silent Alarm", which automatically alerts dispatchers if drivers are in need of assistance. is Via Operations Center: The Via Operations Center (VOC) is the central application that our local team will use to manage every aspect of the City's service. The VOC allows our operators to optimize service performance and achieve cost efficiency through sophisticated automations and robust data reporting (described in more detail in Data Analytics and Reporting). The VOC also preserves significant flexibility to allow Via operators to manually respond to complex service incidents in real-time when needed, ensuring ongoing oversight, strong customer support, and a consistently high quality of service for riders. Dispatch, Operations, and Reporting Platform Dnvw App RFP No 2025-01: Micro -Transit and Ride -Hailing Services 119 Algorithms to Maximize Service Quality and Efficiency All components of the Via software suite are powered by ViaAlgo, our proprietary routing, trip aggregation, dispatch, and demand prediction algorithms. These algorithms are the foundation of our platform, achieving the lowest cost per ride in the industry while maintaining a high-quality customer experience. With machine learning and artificial intelligence, our Utilization Average Rating .` coled. Qmoves 3.5 4.8 �O lv`K 3.4 4.9 Key Performance Indicators for a selection of va's turnkey microtransit services in California algorithms become smarter over time, continuously optimizing pickups, drop-offs, and routing while dynamically updating riders, drivers, and administrators with real-time information. These algorithms are configurable and can be adjusted to accommodate a diverse and nuanced set of local needs, ensuring that we can optimize the use of our technology platform to best meet the City's service goals and objectives. At right, we are pleased to share the utilizations (passengers per vehicle hour) and average trip rating (out of 5.0) for several comparable services in California. Automated Scheduling, Dispatch, and Reservations As described above, the Via platform supports fully automated scheduling, dispatch, and reservations, allowing passengers to book trips in real-time via phone, mobile application, and/or web browser. Once a rider has selected their pick-up and drop-off locations, the Via algorithm matches the requested ride with available seats across the fleet, assigning the rider to a vehicle for a alvm convenient personal trip that also optimizes for efficiency across the entire service. This guarantees reliable service, including high rates of on-time performance and customer satisfaction. Flexible Payments Riders can pay for their trips directly through the Rider App or over the phone using a variety of payment methods, including digital transit passes, credit or debit cards, subscription passes, cash cards, or vouchers. We support a range of pricing models and fare structures, which can be further tailored to meet the City's unique service goals and objectives. Possible configurations include the following: Discounted Fares: Via can charge different fares for My wallet Payment methods O • Mestercn04<33 + RUE neer payment ski Add to wallet F� Buy pui transit tickets > Scan your _ > UckHs Buy Aide Credits i _�,. a, upM1OM ane earn mere aView ride passes individuals eligible for customer -specific discounts, such as seniors or riders with disabilities, based on promotions their rider profiles. We are also able to offer discounted rates for additional passengers. This cage contains confidental irdonnaion. 'JJe have emailed a redacted copy to tha c. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 20 Fares by Origin or Destination: Via's technology can designate focal points, such as business or transit hubs, as eligible for reduced fares, either permanently or during specific time windows. This means that Rosemead could charge a different fare for trips to/from existing fixed route transit stops versus general trips. a Distance, Time, and Location: Via can configure the service to charge different fares based on distance, time of ride, or location, helping to increase cost efficiency for the City. Our Service Design and Rider Growth teams look forward to working with the City to determine the optimal fare structure to meet the City's service goals and objectives. Promotional Pricing FmPo Share the Silieon Valley Hopper lovel reg$10dw oma. mt� Nel voe fr wil W Etomo. S. FMP/MvrYaYe: N[uceu The Via Platform supports a full range of promotional pricing options, including free rides, promotion codes, and vouchers. These capabilities would allow Rosemead to implement incentive programs that target seniors or those living with disabilities, for example. Below are examples of incentives and promotions that we have successfully deployed in other services: Promo Codes: Via's system accepts promotional codes which can be distributed on any basis desired by the City, including specifically to seniors and / or riders living with disabilities. Riders enter the code into the Rider App to receive ride credit, which can be used to book rides. We recommend launching the service with promotional fares during the first month to grow ridership (e.g., first 3 trips free). a Transfer Discounts/Vouchers: Via can configure vouchers to be used in the service to accommodate multi -ride passes and transfer discounts, supporting the integration of the service within the broader transit network. e Fare Passes: We can also work with the City to define various levels of subscription -style passes. For example, riders could purchase a weekly pass for a flat fee, allowing them to ride up to 4 times per day at no additional cost. Riders can also purchase "packages" of ride credit at a discounted rate. Enhancing Connections to Other Mode Choices Via's Integrated Transit features will enable seamless connections with other mode choices, such as biking, walking, or taking existing fixed -route transit. Within the Rider Application and web portal, riders are able to view all available public transit options for their requested trip, including stop -by -stop fixed route information, and book trips that span micro -transit, fixed route, or a combination of both. Using these features, RFP No 2025.01: Micro -Transit and Ride -Hailing Services 1 21 Rosemead's riders can easily connect into regional fixed routes, such as the 70 Metro Local and 20 San Gabriel lines, as well as to other local micro -transit services, such as the service in West Covina. Via will work with the City of Rosemead to configure transfers in accordance with the City's wishes. f••de•8�� k� m�u Multimodal Intermodal Fixed Route Schedules Via's platform is designed for a high level of integration; our modular and open architecture is purpose-built for ease of integration with other platforms using our proven APIs. This system architecture reflects our mission, which is to help our partners manage all transportation modes within a single holistic platform. Additionally, through Via's innovative on -demand technology platform, we can provide automated "overflow" dispatch capabilities to minimize the impact of demand spikes on wait times and driver availability. Our partnerships with Uber and Lyft include a software integration, which allows for overflow rides to be dispatched to these platforms' drivers. During peak demand periods, our software platform can automatically dispatch a trip to the "smartest" option (designated fleet or overflow fleet) based on Rosemead's guidelines, helping to manage costs and improve on-time performance, while meeting each rider's eligibility, vehicle, and driver requirements. Overflow trip assignment is automated with configurable parameters according to City preferences: RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 22 Core Fleet Overflow Fleet liber lye! via I A Rosemead rider requests The request is processed using The trip is assigned to a suitable a trip through the Rider App Via's proprietary dispatch and vehicle, while optimizing for both or over the phone. routing algorithm. cost and rider experience. These capabilities, in addition to our other ongoing demand matching efforts, will ensure that all riders have reliable access to transportation options when needed. Technology -enabled Operations While we describe our proposed operating model below, it's important to highlight the significant investment we have made in technology that streamlines our operations, and how we use data to further inform service improvements. From driver recruitment and onboarding to vehicle maintenance notifications and driver shift scheduling, all components of our operations are enabled by technology. This synchronization between operations, technology, and data is critical for improving service efficiency and sustainability over the course of our partnership. In situations where Via services were compared head to head with competitors in nearby services, we have consistently delivered a meaningfully lower cost per ride. This can be seen in the data below from case studies in Seattle, WA (in pilots run by King County Metro) and in suburban services outside of Phoenix. AZ: RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 23 Ig King County METRO >80% decrease in cost per ride $83.00 $68.66 $15.05 Technology and App Integration Provide an integrated digital platform 0 ■ 4 VICi spare TNF ROIITIRR CRMPIIIY (With third -party operators) CHIINDEER M 'AR!* GooEYeB >53% lower cost per ride $108.97 $5847 $=■■ Technology and App Integration Provide an integrated digital platform Confirmed. Please see the description (web/mobile app) that allows residents to Vvlo RIDES RIDE(;O C7/v—ns cTt?!u? Rosemead's RequirementSolution Technology and App Integration Provide an integrated digital platform Confirmed. Please see the description (web/mobile app) that allows residents to above. book rides, track vehicles, and make payments. Provide real-time updates to riders about / Confirmed. Please see the description service availability and expected pick-up above. times. Offer contactless payment options and ✓ Confirmed. Please seethe description accommodate multiple payment methods above. (credit cards, mobile wallets, etc.). 4.3 Fleet and Vehicles Fleet Composition To support the City's service and sustainability goals, Via recommends a four -vehicle, all -electric fleet consisting of two Volkswagen ID.Buzz electric buses and two electric Ford E -Transit WAVs (wheelchair accessible vehicles). A spare vehicle will be provided to guarantee a consistently reliable service. This fleet composition ensures our ability to RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 24 effectively serve the general population, as well as seniors and riders with limited mobility. Please see below for detailed descriptions of our proposed zero -emissions vehicles: • 234 miles per charge under typical operating conditions Range • 159 miles per charge under typical operating conditions Seating and Accessibility Features • Seating for up to 7 passengers, with comfortable seating configurations to accommodate passengers and cargo. • Ample legroom and headroom ensures passenger comfort on longer trips. • Seating for B-10 passengers, including one wheelchair position with fold -away seats • Rear -entry, non -slip ramp with a low incline for wheelchair access • Wheelchair securement options with Q'Straint or Sure -Lok systems Convenience and Comfort Features • Multiple USB ports for passenger convenience • Automatic climate control • Power sliding doors for easy entry and exit • Comfortable cloth upholstery with power -adjustable front seats • Automatic climate control • Power sliding doors for easy entry and exit • Comfortable cloth upholstery with power -adjustable front seats Each vehicle in the City's fleet will be equipped with security cameras, GPS tracking, and a computer tablet pre -loaded with Via's Driver App to track all routes and communicate instructions to drivers during active service. Our vehicle plan is fully flexible and we look forward to collaborating with the City to finalize the seating configurations and the composition of the proposed fleet. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 25 Fleet Acquisition Leveraging our existing vehicle acquisition and leasing channels in California, Via will work with trusted national leasing partners, such as Avis or Voyager Global Mobility, to procure a fleet that is clean, well-maintained, and tailored to the needs of the City's services. Our close relationships with our leasing partners allow us to launch services quickly at very competitive rates, and enable us to flexibly support a variety of fleet configurations as the service evolves. Via works closely with our partners on an ongoing basis to determine the optimal fleet size based on overall expected ridership, maintenance needs, and demand patterns according to time of day, day of week, and season. Should we choose to increase fleet size because of a change in service design, we can rapidly deploy temporary vehicles within 1-3 weeks and permanent, branded fleet vehicles within 2-4 weeks. Leveraging our proprietary supply optimization tools and performance data, we will deploy vehicles to match demand in the most cost-efficient way possible while effectively meeting rider needs. Brand, Logo, and Vehicle Wrapping All vehicles in the proposed fleet will be custom -wrapped with uniform branding. For illustrative purposes, an example of vehicle branding for Rosemead is included below. Via's Marketing team will refine this design in consultation with the City during the launch phase such that all vehicles are easily identifiable, appealing, and conform with the City's approved branding guidelines. Vehicle Maintenance and Cleaning Via's Maintenance Program is a critical component of our operational excellence. We leverage a data -driven software system to set and monitor maintenance intervals according to a vehicle's use case and manufacturer specifications, in addition to local, state, and federal guidelines. All of this information is stored in our Vehicle Database, which contains complete vehicle histories including past preventative maintenance, repairs, and other key data. This data -driven approach enables us to meet or exceed the manufacturer's recommended service plan for vehicles being used as part of the project. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 26 In the Vehicle Database, a preventative maintenance schedule is created for each vehicle in the fleet based on vehicle and manufacturer requirements, mileage, and maintenance history. Preventative maintenance is scheduled through our tracking software, and all performed maintenance is recorded and linked to a vehicle's VIN. The system will issue reminders to maintenance personnel when required maintenance is approaching. Additionally, drivers complete Daily Vehicle Inspection Reports (DVIRs) prior to their shifts to ensure that the vehicles are in good operating condition. After daily service, vehicles are inspected to ensure that all lights are functioning, all seating is secure and that all tires, wheels, lugs, air brake systems (if applicable), wheelchair lifts (if applicable) and exit doors are in proper operating condition. Maintenance checklist in the Vehicle Database (by mileage) In addition, vehicle cleanliness is a top priority for our operations teams, given the impact on customer satisfaction and safety. We will develop specifications and checklists ensuring that all vehicles meet Via's and the City's cleanliness standards, remaining consistently free of trash, debris, and odors. Our maintenance team will vacuum seats and floors, wipe down surfaces in vehicles, including, but not limited to, dashboards, consoles, seatbelts, and door handles. Vehicles will undergo professional deep cleanings at least once per week by a professional service and daily maintenance cleanings by in-house personnel. We are happy to adjust any aspect of our cleaning regimen to accommodate specific requests by the City. Vehicle Storage Our operations team has conducted an extensive search to identify potential options for vehicle storage throughout the anticipated service area. The following is a shortlist of proposed facilities that would include parking for the entire fleet: • Rosemead Community Center- 3936 Muscatel Ave, Rosemead • 117 W Norwood PI Parking -117 W Norwood PI, San Gabriel RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 27 • Zapopan Park - 3018 Charlotte Ave, Rosemead • Alhambra Place -150 E Main St, Alhambra • Public Parking -4140 Gibson Rd, EI Monte We look forward to working with the City to select appropriate vehicle storage facilities that will ensure both cost and service efficiency. Rosemead's Fleet and Vehicles Provide a 100% electric fleet of vehicles that Confirmed. Please see Fleet meets the city's transportation needs, including Composition section above. vehicle types (sedans, vans, electric vehicles, etc.) and size options for various group sizes. At minimum, include two ADA -compliant ✓ Confirmed. Please see Fleet vehicles to accommodate passengers with Composition section above. physical disabilities and/or who rely on assisted -mobility devices. Ensure the fleet is well-maintained, reliable, and ✓ Confirmed. Please see Vehicle equipped with accessibility features (e.g., Maintenance and Cleanina section ADA -compliant vehicles). above. Describe the sustainability and environmental ✓ Converting to an all -electric fleet has impact of the proposed fleet. major implications for the sustainability and positive environmental impact of Rosemead's Transit System. Rosemead's current is propane powered, which is already better than diesel or gasoline. However, by switching to all -electric, the City will: • Completely eliminate tailpipe emissions (carbon dioxide) and improve air quality • Achieve better fuel economy • Enable integration with renewable electricity sources, such as wind and solar RFP No 2025-01: Micro -Transit and Ride -Halling Services 1 28 4.4 Service Hours and Operations Our proposed service hours include weekdays from 5am - 8pm, weekends from 6am - 7pm, and holidays from 8am - 4pm. Rosemead's transit service will run 365 days per year unless otherwise directed by the City. Transit service will be provided within the city limits, to or from destinations within five miles of the city's limits, and for medical appointments to the Kaiser Hospital facility in Baldwin Park and the Huntington Memorial Hospital area in Pasadena. Our proprietary routing, aggregation, and demand prediction algorithms, known as the ViaAlgo, are the foundation of our platform's trip booking and scheduling capabilities. Our algorithms consistently achieve the lowest cost per ride in the industry while delivering a high quality rider experience, continuously optimizing pickups, drop-offs, and routing in response to real-time conditions while dynamically updating riders, drivers, and administrators with routing information. These algorithms are configurable to ensure that we tailor the service to meet the City's goals, and can be adjusted to accommodate a nuanced set of local needs. Within the Via Operations Center (VOC), dispatchers can monitor and control service in real-time through the Ride Plan, which enables automated itinerary creation for each day. Our software leverages real-time speed, location data, traffic conditions, and road closures to continuously optimize for on-time performance. For instance, if the software recognizes that a vehicle is running late to a pickup and there is another vehicle that can reach the pickup quicker, it will automatically reassign the trip and notify the riders and drivers. If our dispatchers need to manually intervene, the tool provides a simple interface to communicate with riders and drivers, access more information about a rider or trip, and adjust trip parameters as necessary. Rosemead's Requirement Via's Solution Service Hours and Operations Offer daily services that accommodate the Confirmed. hours of operation offered through our current transit services. Propose an efficient scheduling and The combination of our VOC and our dispatching system to minimize wait times best -in -class aggregation and routing and improve ride availability. algorithms ensures instantaneous scheduling, and optimization of the fleet to minimize wait times and offer as RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 29 4.5 Safety and Accessibility Safety With more than 5.8 million miles driven every month, Via's drivers and vehicles are the cornerstone of our safety program. Our driver recruitment and vetting processes, onboarding and training, strict vehicle requirements, and comprehensive vehicle inspection plans ensure that we are able to provide industry-leading safety in our services. In addition to these general safety measures, Via has invested in tech -enabled operational advances to ensure that we can be proactive when it comes to safe driving. This includes in -vehicle video recording with auto -save features to ensure any traffic violations or near -violations are clearly documented; preventative tools such as Al programs that detect potentially risky in -vehicle behavior; and audio alerts to help drivers avoid accidents before they ever occur. All Rosemead vehicles will be equipped with AI -powered Samsara dashboard cameras that (1) detect potentially risky in -vehicle behavior and alert drivers before accidents occur, and (2) auto -save all recordings to ensure that any traffic violations or near -violations are clearly documented. In addition, all Rosemead fleet vehicles include automatic emergency braking systems, forward collision detection, assisted lane departure, and blind spot detection to further reduce accident risk. Via has established rigorous operational processes to ensure that every driver maintains the highest professionalism standards, prioritizes rider safety, and delivers reliable service. Our driver recruitment and vetting processes, onboarding and training, strict vehicle requirements, and comprehensive vehicle inspection plans ensure RFP No 2025-01: Micro -Transit and Ride -Hailing services 1 30 many rides as possible. Moreover, the availability of overflow to local TNC companies will further improve ride availability during periods of very high demand. Service hours and area may be adjusted ✓ Confirmed. We would be delighted to according to demand once the services are discuss with Rosemead how to further underway, contingent upon approval by the adjust service hours, zone, vehicle City. The City and contractor(s) will work counts and more. This is precisely why together to determine service hours, Via prefers to charge the City on a optimal routes, and service area vehicle hour basis, as it ensures boundaries. maximum flexibility of service delivery model and that the City only pays for vehicle hours it actually uses. 4.5 Safety and Accessibility Safety With more than 5.8 million miles driven every month, Via's drivers and vehicles are the cornerstone of our safety program. Our driver recruitment and vetting processes, onboarding and training, strict vehicle requirements, and comprehensive vehicle inspection plans ensure that we are able to provide industry-leading safety in our services. In addition to these general safety measures, Via has invested in tech -enabled operational advances to ensure that we can be proactive when it comes to safe driving. This includes in -vehicle video recording with auto -save features to ensure any traffic violations or near -violations are clearly documented; preventative tools such as Al programs that detect potentially risky in -vehicle behavior; and audio alerts to help drivers avoid accidents before they ever occur. All Rosemead vehicles will be equipped with AI -powered Samsara dashboard cameras that (1) detect potentially risky in -vehicle behavior and alert drivers before accidents occur, and (2) auto -save all recordings to ensure that any traffic violations or near -violations are clearly documented. In addition, all Rosemead fleet vehicles include automatic emergency braking systems, forward collision detection, assisted lane departure, and blind spot detection to further reduce accident risk. Via has established rigorous operational processes to ensure that every driver maintains the highest professionalism standards, prioritizes rider safety, and delivers reliable service. Our driver recruitment and vetting processes, onboarding and training, strict vehicle requirements, and comprehensive vehicle inspection plans ensure RFP No 2025-01: Micro -Transit and Ride -Hailing services 1 30 that we are able to provide industry-leading safety in our services: out of the almost 5 million trips that we served in 2023, only 0.005% of Via -provided rides had a substantiated safety-related incident. All Rosemead drivers will be required to complete a rigorous safety and training program, including classroom instruction, behind -the -wheel observation, and self -guided modules to reinforce key concepts and test driver knowledge. New driver onboarding sessions cover our Safety Management System fundamentals, emergency procedures, and reporting protocols. Following this overview, drivers receive hands-on instruction in vehicle operation, emergency response procedures, and fundamental safety topics like vehicle inspection procedures, proper mirror adjustment and blind -spot management, safe boarding and de -boarding procedures, and de-escalation protocols. Drivers must demonstrate proficiency in each area through practical evaluations before advancing. Following the initial live training, drivers complete a series of virtual training modules through our learning management system covering safety topics such as defensive driving techniques, de-escalation and conflict management, and WAV passenger care and safety. Via also maintains a dynamic training program that responds to emerging safety trends identified through our performance monitoring system. When our safety metrics indicate an increase in particular types of incidents or near -misses, we rapidly develop and deploy focused training modules to address these concerns. In April 2024, Via hosted our first Safety Month to elevate safety awareness across our services. In total, about 500 drivers attended a Osafety workshop, about 800 vehicles underwent an audit, and 700 riders received a preventative safety message in this highly successful celebration of Via's safety culture. In the unlikely event of an accident, Via will provide the City with a report and notify the City if an incident could affect the fleet. Accessibility Passengers are able to request wheelchair -accessible vehicles using the Rider App or over the phone. Via's system logs unique rider preferences and automatically personalizes the trip experience based on these needs. After riders create a Via account, our system populates a Rider Profile that tracks customized rider needs, such as: • The need for a wheelchair accessible vehicle (WAV) • If the rider travels with a care attendant or service animal • Whether the customer is visually- or hearing-impaired • Contact information of a family member or care attendant in case of emergencies • Option for curb -to -curb service for seniors and riders with disabilities RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 31 The data stored about each rider influences the decisions made by our routing and scheduling algorithms. For example, once a rider logs their need for wheelchair accessibility, our system will automatically dispatch a wheelchair accessible vehicle (WAV) for all future trips. For riders traveling with a care attendant, our system will account for the additional space requirement and dispatch a vehicle with the appropriate capacity. Further, our system sends rider -specific notes to the assigned driver (e.g., instructions to speak clearly for hearing-impaired riders), and for riders in wheelchairs and those who have requested walking/boarding assistance, our algorithms build in extra time for these pickups and drop-offs — allowing for sufficient boarding time without compromising overall system efficiency. Additionally, our Rider Application has been designed with accessibility at the forefront and includes features for those in need of visual, audio, cognitive, or mobility accommodations. This also includes Voice Over and Talkback, screen readers for iOS and Android devices respectively, adaptive font sizes and contrast, and switch control. Via relies on broadly -adopted, recognized accessibility standards — such as compliance with the Web Content Accessibility Guidelines (WCAG) at the 2.0 AA level, as well as the American with Disabilities Act (ADA) —to ensure all riders can easily digest and engage with all service communication. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 32 Rosemead's Requirement Via's Solution Safety and Accessibility Ensure all vehicles comply with California Confirmed. state safety standards. ` Provide services that are fully accessible to people with disabilities, including ADA -compliant vehicles and processes ensuring adherence to provisions of service requirements of the Americans with Disabilities Act [37 CFR Subpart G, Sections 37.161 through 37.1671 including, but not limited to: Maintenance of accessible features. ✓ Confirmed. Keeping vehicle lifts in operative condition. Confirmed. Lift and securement use. Confirmed. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 32 Assisting individuals with disabilities in use ✓ Confirmed. of securement systems, ramps and lifts. Permitting individuals who do not use ✓ Confirmed. wheelchairs, including standees, to use a vehicle's lift or ramp to enter the vehicle. Announcing stops on fixed route buses. ✓ Not applicable. Permitting service animals to accompany Confirmed. individuals with disabilities in vehicles and facilities. Making available adequate information Confirmed. concerning transportation services in accessible formats or technology. Not prohibiting an individual with a disability Confirmed. from traveling with a respirator or portable oxygen supply. Ensuring that adequate time is allowed for Confirmed. individuals with disabilities to complete boarding or disembarking from the vehicle. Implement safety protocols for drivers, ✓ Confirmed. including background checks, training, and regular vehicle inspections. 4.6 Customer Service From our experience as both operators and software providers for transit services around the world, we understand that high-quality customer service and technical support is incredibly important for our on -demand public transportation riders, drivers, and partners. Within our turnkey model, we leverage this experience to provide full -spectrum customer support, covering all aspects of operational and technical assistance. Our Customer Support agents are available to assist riders via phone, text, in app, and email queues in multiple languages. Direct support is available in English and Spanish, and interpreter services can accommodate 200+ additional RFP No 2025-07: Micro -Transit and Ride -Hailing Services 1 33 languages, including Chinese, Korean, Tagalog, Vietnamese, and Armenian. Agents are able to provide support with booking rides, troubleshooting service issues, documenting customer feedback, and other rider needs as necessary. Customer Support performance is regularly monitored to ensure service compliance, and all agents are subject to random quality assurance checks. We have developed predefined escalation procedures to ensure that all concerns are addressed with the appropriate level of support and oversight, and that all relevant parties are kept apprised of updates and resolution timelines. Rosemead's Requirement Via's Solution Customer Service Provide 24/7 customer support services via Via's customer service team is available phone, chat, or email. to handle rider inquiries beginning 30 minutes before and continuing 30 minutes after all service hours. We can receive chats or email 24 hours per day, 7 days per week. Establish a process for riders to submit ✓ Riders can call or email with feedback, feedback, complaints, or concerns. complaints, or concerns. Alternatively, they can complete the post -trip ride rating, which will prompt for additional information if the rating is low. 4.7 Employee Selection and Supervision Driver Selection Rosemead's micro -transit service will be operated by an engaged, qualified, and reliable pool of employee drivers. We will prioritize retention of current Rosemead Transit System drivers, should they wish to remain working for the transit system. Any additional recruitment will prioritize the hiring of drivers from the local community. In all cases, we will offer competitive wages, benefits, and training to create stable employment opportunities. For the City's micro -transit service, we anticipate hiring 8-12 highly qualified drivers with pay of approximately $25 per hour, plus a complete benefits package. Via's Driver Operations team has been highly successful in recruiting and retaining pools of qualified drivers in a range of markets across the United States, including Southern California and the Los Angeles metropolitan area. This page -or :a,ns confidential m9ormation 0e ha,e oma Jed a reda� ed copy to the dty. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 34 Drivers for the City of Rosemead will hold all required licenses and certifications, including a valid California drivers license, and will receive in-depth training on passenger assistance, sensitivity, and defensive driving, among other topics. Driver Screening Via's hiring procedure for our micro -transit drivers includes a robust screening and vetting process, which we will align with the City's requirements, along with any local, state, and federal regulatory requirements. As a prerequisite, all drivers are required to undergo detailed background checks, holistic driving record reviews, criminal record reviews, and FTA -compliant drug & alcohol testing. Over 90% of Via's partners across the United States are public transit agencies and cities, and many receive FTA funds to support their services: as a result, we have extensive experience managing FTA -compliant services, and in particular we have over 5 years of experience complying with and executing on federally required Drug and Alcohol programs. Drivers are also required to demonstrate English proficiency as well as outstanding customer service skills as part of the application process. Should the City wish to enhance any aspects of the vetting process, we would be happy to adjust our approach. Our baseline screen includes: • Valid California driver's license • Prior employment verification • State motor vehicle records check • Criminal background check • Road test certification • Annual list of violations • FTA -compliant mandatory drug and alcohol testing • English proficiency test • Outstanding customer service skills Once drivers have passed the application phase, and have conducted the necessary checks, tests, and reviews specified above, they are subject to a comprehensive final review process on their first day to ensure that they have met and exceeded our hiring requirements before they begin the onboarding and training process described below. Driver Training The Via team has successfully trained tens of thousands of drivers across our global deployments, facilitating both behind -the -wheel training and classroom programs to cover the essentials of providing safe and reliable service. We also work with organizations such as the National Safety Council (NSC), Driverge, and the Community Transportation Association of America (CTAA) to furnish safety training, first aid training, RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 35 sensitivity training, passenger assistance training, drug and alcohol awareness training, wheelchair securement training, and defensive driving training, among other topics. As part of the onboarding process, and at regular intervals as part of ongoing, annual refresher training, drivers participate in an intensive series of workshops, including sessions on: Introduction to Rosemead Basic information about Rosemead's service, including service hours, service area boundaries, and service rules. How to Use the Via Driver App ®) Workshops on using the Via Driver App for safe and reliable service, including sessions on troubleshooting and reporting technical issues. Customer Service Training 00 How to provide outstanding customer service, including instructions on C greeting passengers, providing assistance to those who may not understand how to use the service, and handling customer complaints. Sensitivity and Accessibility Training How to assist elderly passengers with and passengers with limited mobility in o a sensitive manner, including proper use of wheelchair ramps and tie downs, in compliance with the requirements of the Americans with Disabilities Act (ADA). Mandatory Safety Training Series of workshops on topics such as defensive driving and safely O navigating roads; vehicle and equipment operation; and following safety and emergency instructions, including how to handle and report accidents and major incidents. Additionally, Via works with trusted organizations such as the National Safety Council (NSC), Driverge, and the Community Transportation Association of America (CTAA) to offer specialized sessions like ADA Sensitivity training, Defensive Driving courses, CPR/First Aid training, and Drug and Alcohol training. We will tailor our training to meet the evolving needs of the City's micro -transit service, and are happy to provide samples of our materials upon request. Once they are on the road, drivers are continuously evaluated based on rider feedback, continuous driver record monitoring, and observation by our local field staff. Via regularly RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 36 runs reports on driver performance including for metrics such as on-time performance and customer feedback to identify drivers who may require additional training. Drivers who fail to improve with additional training, or who are failing to meet Via or the City's service standards, will undergo retraining or in some cases may be removed from the service altogether. Driver Retention & Support We know that running excellent transit operations depends on fostering strong retention and consistency among our drivers. We have developed a high -touch driver support and retention program that we leverage throughout our operations to minimize driver shortages and ensure ongoing successful delivery. Key elements of our program include: a High -Touch Support: Drivers have a demanding job and we want to ensure that every driver feels supported and invested in the service. We offer a number of platforms to meaningfully engage with our drivers, including office hours, town halls, and 1:1 support provided by our operations team and call centers. We also offer ongoing learning & development opportunities to ensure that we develop the skills of our staff and provide leadership opportunities for top performers. a Fair & Competitive Pay and Benefits: We perform ongoing compensation benchmarking to ensure that we are always providing fair and competitive driver rates. We also offer various incentive programs and performance-based bonuses to improve retention when necessary. Dynamic Shift Scheduling As an operator, Via takes a fundamentally different approach than our competitors. We leverage innovative technology and robust data to inform, power, and optimize all aspects of our operations, including driver shift scheduling. While other providers rely on long, 8-10 hour driver shifts and fixed driver schedules, Via's driver model is built to match driver availability to dynamic rider demand. Our shift optimization tools leverage machine learning to Viae Traditional forecast demand and generate Transit hour -by -hour daily plans for required driver supply and associated driver Via's operating model (L ensures sophisticated supply and PP Y demand matching, delivering superior cost efficiency compared shifts, while considering any labor to models with flat driver hours (R) Drimrhours Rides restrictions and local regulatory requirements. We offer updated shift options each week, and drivers are able to choose short driving slots or irregular hours to ensure we're best matching rider demand. Our ability to adjust these driving slots in RFP No2025-01: Micro -Transit and Ride -Hailing Services 1 37 response to changing demand patterns — whether weekly or even daily — is a key factor that sets our model apart from other providers. This highly efficient supply plan results in fewer driver hours and lower costs per trip. Rosemead's Requirement Via's Solution Employee Selection and Supervision Be responsible for the employment and supervision of Confirmed. all employees necessary to perform Transit operations. Such responsibilities shall include employee recruitment, screening, selection, training, supervision, employee relations, evaluation, discipline, retention and termination. Use appropriate driver screening and selection criteria ✓ Confirmed. See Driver Screening in order to employ drivers. These criteria will include section above. Department of Motor Vehicles license check and physical examination sufficient to meet all applicable requirements for Transit vehicle operations. Develop, implement, and maintain an employee ✓ Confirmed. See Driver Screening substance abuse/alcohol abuse -testing program for all section above. employees in safety -sensitive positions including personnel engaged in the operation, maintenance and control of Rosemead Transit vehicles and equipment. Such program will meet all applicable federal requirements promulgated to implement the Omnibus Transportation Employee Test Act of 1991 and related supplements and amendments. Make all reasonable efforts to ensure that employees ✓ Per Addendum 3, Via will abide by having contact with the public in the course of their the law and work to ensure that all duties are of good moral character. Any such drivers are capable, qualified, and employee who is convicted of a felony or a crime high quality. involving moral turpitude before or during the time of his/her employment shall not be permitted to continue operating Rosemead Transit services. Shall at all times comply with applicable state and ✓ Confirmed. federal employment laws, including section 1735 of the California Labor Code and Title VI of the Civil Rights Act of 1964, as amended. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 138 4.8 Data Analytics and Reporting The VOC provides streamlined data visualization and reporting features to help drive continuous service optimization and efficiency. In addition to receiving regular reports from Rosemead's designated Principal Contact Person (also known as Rosemead's Partner Success Manager), Rosemead will have 24/7 access to daily, weekly, monthly, quarterly, and yearly views of the key performance indicators. This includes the ability to aggregate, filter, and download data in various formats. Regulatory reports can be automated to ensure compliance with the data format requirements of local, state, and/or federal regulatory agencies, including automated NTD reporting. Reporting is accessed through two main interfaces in the VOC: Service KPI Dashboards and Data Generator Reports. e Service KPI Dashboards. These dashboards appear on the VOC and function as the central view for service analysis and management. Through this interface, our partners can organize and visualize the thousands of data points our system collects every minute based on their unique needs and concerns, and leverage our filtering and grouping tools to generate reports that range from simple to highly complex. These reports ensure that partners understand core service indicators, such as total ridership and on-time performance, enabling data -driven adjustments to service parameters such as maximum wait time, fleet size, and/or vehicle supply throughout the day. Further, these tools allow partners to easily measure the efficacy of marketing campaigns and rider engagement strategies, offering valuable insights into what attracts and retains riders. 0 KPI Reports Traveler experlmes omnnga:tp/nrsoz.. s Proposal acceptance Avg. distance traveled Avgjourney time Avg. travel rating Avg. walking distance .. 61.3%a7. 7.7-- - 16.6 4.7-- 81.1 • • a ame.e Estimated avenge ask up time Detalled status for trevel requests G —.�S,us ...... • ..-_ Sea�una�a nMe uo vaoweG •3nron Active passengers Net driver hours Rating latels RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 39 • Data Generator. The Data Generator provides more than a dozen raw data tables that will allow Rosemead to conduct original and granular performance analyses. Staff will be able to organize tables for a detailed view of rider and/or driver activity, trip cost, vehicle information, and more, and pull data for any time period. Further, staff can easily export this data into any data analysis software to conduct original analysis and create reports that incorporate additional datasets to investigate questions of specific interest. 4171 � 3,828 83.4% •y 2,381 57.3%¢ 'rN�nlllulltllml Rosemead's Requirement Via's Solution Data Analytics and Reporting Provide regular reports on service usage, / Confirmed. ridership trends, customer feedback, and other key performance indicators (KPls). Share data and insights that can help ✓ Confirmed. This is a fundamental part of improve service planning and operational what we offer Rosemead. We will work efficiency. with the City to regularly review its performance data and actively suggest changes to the transit system that will further improve cost efficiency, accessibility, and passenger experience. In our world, no transit system is static; we will ensure that RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 40 Rosemead's can scale and adjust as necessary. 4.9 Marketing and Outreach Via has more than a decade of experience successfully marketing micro -transit and growing ridership on behalf of our partners. Our marketing strategy will focus on increasing community awareness of the program in a manner that is sensitive to local context and the various communities residing within the Rosemead. We recommend using a mix of channels and continuously reviewing and optimizing the growth plan based on those channels that prove to be most effective. Our teams will also ensure that community members with the highest barriers to entry — including senior citizens, riders with disabilities, those without smartphones, and non-English speakers — are ready to ride when the service launches. As part of our marketing strategy, we will: • Build a bespoke brand for Rosemead's micro -transit service including custom logos and vehicle wraps, a white -labeled Rider Application, and a marketing campaign that is tailored to the specific needs of the City. • Develop materials that engage and educate new riders including pamphlets, mailers, videos, and physical or digital advertisements. Using in -app tools such as promo codes, referral campaigns, and direct rider communications will encourage regular use of the City's service. • Launch targeted marketing efforts for existing bus riders to ensure a smooth transition, including large-scale displays at bus stops to inform riders and generate enthusiasm before the service's launch (see example at right). We will also develop tailored educational materials to ensure bus riders understand how to use Rosemead's new microtransit service to meet their daily transportation needs. • Conduct high -touch, individualized outreach for hard -to -reach groups like zero -car households, non-English speakers, persons without internet access, senior citizens, and persons with disabilities. Our accessible materials, including pamphlets, flyers, how -to -ride videos, and digital advertising materials can be prepared in English, Spanish, Chinese, and any other languages that the City requires. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 41 pz x"AAW" rw wa.r.new.w Examples of marketing materials from a selection of Via's services in California • Engage local businesses whose customers and employees are potential users of the City's transit system. For example, we can develop partnerships with major employers to encourage the use of micro -transit by commuters. • Hold in-person and virtual information sessions with community stakeholders to describe how the service will work. These information sessions can be hosted in partnership with community organizations, like libraries and senior centers, or in proximity to local transit hubs. Our community engagement team has identified candidate sites for in-person information centers at the Rosemead Library, Rosemead Community Recreation Center and Park, and Rosemead Business Center. We can also engage commuters near major transportation hubs, such as by stops for the 70 Metro Local. In the Detroit suburb of Dearborn, MI, our SMART Flex service azsAEW, deployed the use of on -the -ground street teams at transit hubs and FlexFlex local events to connect with commuters and explain the benefits of the service. Ridership in these areas increased by double-digit percentages within three months. • Craft and execute customized surveys to monitor passenger trends and feedback throughout the service area. Via's Rider Growth team has extensive experience assisting partners in data collection efforts, including surveys, on -board feedback, and in -app push questions. Marketing and Outreach RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 42 Develop and execute a marketing plan to ✓ Confirmed. promote the new service, including digital, print, and community engagement initiatives. Work with the City to ensure a smooth ✓ Confirmed. public launch and maintain ongoing awareness efforts. 4.10 Transition Plan & Timeline From implementing complex transit services in over 750 communities globally, Via understands that exceptional project management is key to the success of any deployment, and especially a vendor or service transition. Via takes an agile approach to both product development and project governance; we rapidly test and iterate ideas, communicate frequently with our partners, and quickly incorporate feedback to avoid causing delays later in the process. Through productive partner communication and nimble project management, our team meets deliverables and tasks within agreed-upon timelines while maintaining the flexibility to course -correct as necessary. Immediately upon contract execution, we can begin to work with municipal stakeholders to confirm or alter our proposed service design, incorporating additional data or feedback. Once the initial service design is completed, we are prepared to transition Rosemead's microtransit service according to a 12 week timeline, and will ensure a final transition by Rosemead's preferred date of July 1, 2025. However, we remain fully flexible should Rosemead wish to accelerate or expand the process. As part of our launch process, we will migrate all data from Rosemead's existing systems into Via's platform in order to enable access to the VOC for report and data generation. Via's in-house Data Science team will work directly with Rosemead's staff to complete a four -step data migration process: 1. Knowledge sharing & data scoping 2. Data evaluation 3. Initial data migration, quality assurance (QA), and validation 4. Full migration, QA, validation, and field testing Below, please find details of each implementation step, including major deliverables, and both Via and Rosemead's responsibilities. We look forward to discussing the service's transition timeline in further detail with Rosemead. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 43 STEP 1 Via will refine and finalize the service scope • Communicate • Socialize and finalize Development to best meet Rosemead's goals, conducting a marketing goals all necessary plans, Finalized robust analysis to design the service. We will • Provide data to inform incorporating any Service identify technical requirements, finalize any service simulations feedback from Planning and unique product needs, and finalize the • Work with Via to Rosemead marketing strategy during the Kickoff and confirm zone • Configure zone Design Design Review meetings. boundaries, service geographies, service riders and drivers — reviewing routing, rider characteristics, and hours, and service Weeks 1 - 6 Step 1 deliverables (due end of Week 6): user -defined service modes • Finalized project scope objectives • Configure mapping Weeks 6 -12 • Established service parameters and routing inputs • Finalized data sharing plan • Defined marketing plan STEP 2 Via's Product Team will localize the Via Platform to Rosemead's service environment, Development configuring the Rider App, Driver App, and and Service supporting dashboards to meet Rosemead's Testing needs. We will also localize the algorithm parameters to Rosemead and begin service testing. Weeks 2 - 7 Step 2 deliverables (due end of Week 7): • Localized software suite (Rider App, Driver App, VOC) • Quality assurance and internal system testing completed STEP 3 Via will continue testing the service with real riders and drivers — reviewing routing, rider Testing, messaging, and other functionalities to Onboarding, ensure the experience aligns with and Training Rosemead's project vision. Additionally, we will conduct onboarding and training workshops with drivers and staff, Weeks 6 -12 respectively, as needed. Step 3 deliverables (prior to launch): • Pre -launch driver training completed • Apps available for download • Any requested training workshops (e.g., working with Via's data and reporting) for Rosemead staff conducted Continue to provide input on desired service characteristics and provide final approval (e.g., review rider messages) Attend relevant onboarding and training workshops • Software installation and deployment for the initial zones • Localize back -end and front-end environment • Perform internal system tests • Determine pick-up/ drop-off locations • Train drivers, dispatchers, and Field Manager • Conduct field tests (platform functions, mobile app, call center, web portal for trip requests; in -vehicle tablets; service monitoring function; data and reporting functions) with live riders and drivers in the zones • Prepare for go -live RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 44 • All drivers, dispatchers, and Field Manager approved for live service STEP 4 Via will finalize the fleet to ensure service • Launch and readiness, including the application of vehicle Fleet branding, inspecting overall vehicle Preparation maintenance, and confirming compatibility and with the provided charging infrastructure. We Ongoing will carry out the pre -launch marketing and Marketing promotions plan. We will provide rider Execution education for existing/potential riders. Weeks 7 - 12 Step 4 deliverables (prior to launch): • Fleet ready for live service • Live field testing completed • All pre -launch marketing completed • Training workshops for riders in key community organizations conducted (e.g., community centers, senior centers, major employers) STEP 5 Before and after launch, Via's team will be on • the ground in the City of Rosemead to ensure • Service success. Post -launch, Via will continuously • Launch and improve the service in response to feedback. Optimization Step 5 deliverables (ongoing): • Service go -live Week 12 - . Feedback gathered from initial users Ongoing • Post -launch marketing plan initiated As discussed above, Rosemead's new • Optimization of day-to-day operations • Attend key marketing events (e.g., go -live kickoff event) Work with Via to assess operations, performance, and customer response of the soft launch Review data reports Provide feedback Work with Via to adjust user -defined service objectives, operating practices, platform functions, and response to soft launch results Attend marketing events • Inspect and approve vehicles • Implement marketing and promotions plan (e.g., press releases) • Soft launch live on -demand operations for selected beta test customers • Conduct education workshops for riders • Share service data and benchmark data against KPIs • Make improvements based on feedback from riders, drivers, and the City of Rosemead • Implement post - launch marketing strategy to attract new riders Rosemead's Requirement Via's Solution Transition Plan Provide a clear transition plan to ensure ✓ Confirmed. minimal disruption as Rosemead phases out current transit services. Ensure seamless coordination with existing ✓ As discussed above, Rosemead's new public transportation services, including transit system will integrate seamlessly integration with nearby transit networks. with existing fixed routes in the region, RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 45 including MetroLink's San Bernardino Line, the 70 Metro Local, and the 20. We are happy to discuss additional lines or regional networks with which Rosemead may want to integrate. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 46 5. Cost Sheet and Rates 1. Pricing as Requested by City: All -Inclusive Fixed Monthly Fee Per the City's request, we have provided an all-inclusive fixed monthly service cost below. The one-time upfront fee covers technology installation, WAV retrofits, and vehicle wraps. The all-inclusive fixed monthly fee covers all operational and technology costs necessary to provide high-quality service for the City and its riders, assuming up to 18,000 annual vehicle hours. If desired, additional vehicle hours can be procured at the rates outlined in section 5.2. Fleet Composition Total Cost for the Period One -Time Upfront All-inclusive Fixed For Billing: Per Vehicle (Not -to -Exceed Budget) Coshnl Monthly Feew Hour Rah R) Base Period (18 Months) $2.56M $145.Ok $134.3k $89.50 Option Year $166M - $138.3k $92.19 2 Kia Niros (Plus 1 Option Year Spare), a ad 2 Ford S171M - $142.41, $94.96 eTmnsil WAVs Option Year 3 $1.76M - $148.7k $97.81 Total Base +Option Periods $7.69M $145.01, $93.16 (54 Months) (1) ncwaes rechnolooy Inebnauon)ee, w relratta and vernua wraps. (2) Bare mar Inaease by Ne Weeder W 3% (as eMven) or tle and 12 mmNe u.s. M. We understand the City's preference for the selected vendor to employ W2 drivers for the service, and our pricing above assumes a W2 labor model. If the City is interested, we have also successfully delivered compliant microtransit services across the state utilizing an Independent Contractor (IC) driver model. Utilizing IC drivers would enable the City to: • Deliver the same number of annual vehicle hours for a lower cost, and under the same rigorous standards for screening, testing, safety, and delivery. • Gain flexibility regarding driver shifts, enabling Via to optimally match driver supply with real-time demand and deploy additional revenue service hours when we see increases in ridership. Should the City be interested in pursuing an IC driver model, we have provided the all-inclusive fixed monthly cost pricing structure below. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 47 Total Base +Option Periods $6.2111111 $145.91, $74.91 (54 Months) (1) Includes xxanology installation lee. WAV reVONa, and whkJav a. (2) Rate will inoease by the greeter W 3%(w sheen) or as lead 12 months U.S. M. Via typically bills our customers on a monthly basis. Our fee structure is flexible, and we would be happy to explore opportunities to share or reinvest revenue from farebox. We welcome further discussion to determine a pricing scheme in line with the City's needs. 2. Recommended Invoicing Structure: Only Pay for Vehicle Hours Used Rather than receiving a fixed monthly fee regardless of performance, Via prefers a transparent, pay-as-you-go cost structure that holds Via accountable to meeting the City's ridership and budget targets. Under this model, we would bill the City on an all-inclusive per -vehicle hour fee, which covers all operational and technology costs necessary to provide high-quality service for the City and its riders. We would only deploy the hours that the City needs to meet demand, guaranteeing controlled costs and optimal service efficiency. Compared to a fixed monthly fee structure, this invoicing model is designed to maximize efficiency over time, allowing costs to gradually ramp up as the service scales, and ensuring the long-term sustainability of the service. Not -to -Exceed ('NTE') Invoicing Structure At the outset of the contract, Via and the City will agree on a not -to -exceed budget figure that will not be exceeded without a written contract amendment. This approach allows the City to benefit from a flexible, usage -based model while retaining a clear maximum spend for the contract term. If demand is lower than anticipated, the City pays only for the actual service delivered. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 148 Total Cost for the Period One -Time Upfront All -Inclusive Fixed For Billing: Per Vehicle Fleet Composition (Not4o-Exceed Budget) Costs Monthly Fee(2) Hour Retain Baas Period (18 Months) $2.09M $145.Ok $108.01, $71.97 Option Year $1.33M - $111,2k $74.13 2 IOa Niros (Plus 1 Option Year 2 Spare), and 2 Fob $1.37M - $114.5k $76.35 sTmnsit WAVs Option Year $1.42M - $118.Ok $78.84 Total Base +Option Periods $6.2111111 $145.91, $74.91 (54 Months) (1) Includes xxanology installation lee. WAV reVONa, and whkJav a. (2) Rate will inoease by the greeter W 3%(w sheen) or as lead 12 months U.S. M. Via typically bills our customers on a monthly basis. Our fee structure is flexible, and we would be happy to explore opportunities to share or reinvest revenue from farebox. We welcome further discussion to determine a pricing scheme in line with the City's needs. 2. Recommended Invoicing Structure: Only Pay for Vehicle Hours Used Rather than receiving a fixed monthly fee regardless of performance, Via prefers a transparent, pay-as-you-go cost structure that holds Via accountable to meeting the City's ridership and budget targets. Under this model, we would bill the City on an all-inclusive per -vehicle hour fee, which covers all operational and technology costs necessary to provide high-quality service for the City and its riders. We would only deploy the hours that the City needs to meet demand, guaranteeing controlled costs and optimal service efficiency. Compared to a fixed monthly fee structure, this invoicing model is designed to maximize efficiency over time, allowing costs to gradually ramp up as the service scales, and ensuring the long-term sustainability of the service. Not -to -Exceed ('NTE') Invoicing Structure At the outset of the contract, Via and the City will agree on a not -to -exceed budget figure that will not be exceeded without a written contract amendment. This approach allows the City to benefit from a flexible, usage -based model while retaining a clear maximum spend for the contract term. If demand is lower than anticipated, the City pays only for the actual service delivered. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 148 6. Minimum Qualifications We are pleased to share that we meet all five of the minimum requirements stated in the City's Request for Proposal: Requirement Via Response Not having been debarred by Federal, Crosby Street Transit has not been State, or local government debarred by Federal, State, or local government. Please see supporting documentation in the Appendix. Current or previous experience operating Confirmed. Please see our global similar programs in at least two cities deployment map and our highlighted case studies in Experience of Contractor. W2 employees and local -hire plan / We have a robust local -hire program that program ensures that our drivers are familiar with the local culture, languages, and geography. Ability to provide ride data and metrics, Confirmed. Please see the section entitled including map -based data Data Analytics & Reporting. A- insurance rating Confirm. Please see proof of our insurance rating in the Appendix. RFP No 2025-01: Micro -Transit and Ride -Hailing services 1 49 7. Contract Exceptions Our legal team has reviewed the sample contract in the RFP and, if selected, we anticipate being able to execute a contract promptly since we would seek to discuss only a limited number of provisions as follows: indemnity provision including adding a mutually agreeable limitation of liability; termination rights; language on retaining ownership over independently developed intellectual property and assignment rights should the proposed service model change post contract award. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 50 We hereby acknowledge receipt of all all three addenda, including Addendum #1, Addendum #2, and Addendum #3. The signature page from Addendum #3 is enclosed here. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 51 Docusign Envelope ID: BCDF9C00-F75A-4B40-B308-9E1B5FC6786D Acknowledeement of Addendum No. 3 Each proposer shall acknowledge receipt of this addendum in their submitted proposal. Failure to provide such acknowledgement shall render the proposal as non-responsive and subject to rejection. If you have already submitted a response, this addendum will invalidate your response, and you must submit a new response before the due date specified. Except for the changes noted above, all other requirements and provisions of the originally issued Request for Proposal shall remain in effect. UR.itG9G�8' CjR.i'Y.GsL Danielle Garcia Public Works Fiscal and Project Manager Issued February 6, 2025 a •1. ►•J k� J • :�• UPJ • L� Crosby Street Transit LLC Proposers rgnature Company Name 9. Appendix RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 53 Dowsign Envelope ID: BCDF9C00-F75A-4840-B308-9E1B5FC6786D Crosby Street Transit, LLC v' (a wholly owned subsidiary of Via Transportation, Inc.) 114 5th Avenue, 17th Floor New York, NY 10011 Subject: RFP No 2025-01: Micro -Transit and Ride -Hailing Services To: City of Rosemead, California Attn: Amanda Moreno, Senior Management Analyst Dear Ms. Moreno, This letter is to confirm that no debarment, suspension, or other lawful action has been taken by any federal, state or local government that precludes Crosby Street Transit, LLC or its employees from participating in any public procurement activity. Should you have any questions regarding this statement, please do not hesitate to contact us. We thank you for the opportunity to participate in this procurement, and look forward to working with your organization in the future. Sincerely, �sNM by: wi° �AMOIf, C)6528iBC03M31... Authorized Corporate Officer: Alex Lavoie Manager Crosby Street Transit Chief Operating Officer Via Transportation, Inc. 114 5th Avenue, 17th Floor New York, NY 10011 Authorized Contacts: Rachel DiSalvo Joe Martin Director of Strategy Principal Contact Person, Via Transportation, Inc. Rosemead Account (888) 501-7511, ext. 4 Territory Manager 114 5th Avenue, 17th Floor Via Transportation, Inc. New York, NY 10011 114 5th Avenue, 17th Floor rachel.disalvo@ridewithvia.com New York, NY 10011 joe.martin@ridewithvia.com W„/WMA January 27th 2025 Re: Via Transportation, Inc. & all subsidiaries To Whom It May Concern: As Via Transportation's appointed insurance broker for Auto Liability, General Liability, Property, Workers Compensation and Umbrella Liability, Lockton Companies can confirm all coverages placed by us are underwritten by insurers with an A.M. Best Rating of A- or better as of the date of this letter. A.M. Best is a credit rating agency that specializes in the insurance industry. They assess the financial strength of insurance companies to determine their ability to meet policyholder obligations. Sincerely, Katie Finnigsmier Account Executive, Lockton Insurance Brokers, LLC California License No.: 4187464 3 Embarcadero Center, Ste 600 San Francisco, CA 94111 09 Marsh February 11, 2025 Re: Via Transportation, Inc. & all subsidiaries To Whom It May Concern: As Via Transportation's appointed insurance broker for Cyber, financial lines and international package, Marsh Risk and Insurance Services can confirm all coverages placed by us are underwritten by insurers with an A.M. Best Rating of A- or better as of the date of this letter. A.M. Best is a credit rating agency that specializes in the insurance industry. They assess the financial strength of insurance companies to determine their ability to meet policyholder obligations. Sincerely, Christina Dragwidge License OE40984 Senior Account Executive 4 Embarcadero Center San Francisco, CA 94111 Proprietary and Confidential Information Crosby Street Transit LLC's ("Via") response and all supporting documentation, including associated exhibits and appendices, comprise proprietary, confidential, and trade secret information, exempt from disclosure under California Government Code ("C.G.C.") § 7920 et al. ("California Public Records Act"). Information presented in our response relating to the pricing of Via's services, back -end application processes, proprietary algorithms, unique business methodologies, and sensitive information on key performance indicators are our confidential business information, which qualify as trade secrets under California and federal law. This information is exempt from disclosure under several provisions of the California Public Records Act, including but not limited to, C.G.C. § 7927.705 (disclosure is "prohibited pursuant to federal or state law," including laws protecting trade secrets such as Section 1060 of the California Evidence Code, the federal Defend Trade Secrets Act, the California Uniform Trade Secrets Act and state common law) and C.G.C. § 7922.000 (balancing of public interests). If this proprietary and confidential information is disclosed, it would harm Via by giving its competitors an unfair advantage. In addition, the public has an overwhelming interest in maintaining the confidentiality of proprietary information disclosed in the RFP process to avoid discouraging companies from full participation in public procurement processes. Via's response and accompanying materials also include personal information about Via's employees and other individuals, which is exempt from disclosure under both C.G.C. § 7927.700 (disclosure would constitute an "unwarranted invasion of personal privacy") and C.G.C. § 7927.705 (disclosure is prohibited by state law, which would include California's Constitutional right to privacy in Article I, section 1, and the California Consumer Protection Act). Accordingly, we request that your office maintain the confidentiality of our responses and provide us with notice of any request for information under the California Public Records Act prior to production by contacting comoliance(@ridewithvia.com. RFP No 2025.01: Micro -Transit and Ride -Hailing Services 1 57 Intellectual Property The Via Transportation, Inc. products are protected by one or more of the following U.S., European or International Patents: US: 9,562,785, 9,816,824, 10,197,411, 10,677,604, 10,168,167, 10,168,168, 10,458,803, 10,677,602, 11,107,352, 11,859,988 11,574,263,11,620,592,11,674,811,11,830,363; and other patents pending. Europe: EP3355028, NL3355028, FR3355028, GB3355028, DE3355028, EP3659078, FR3659078, GB3659078, DE3659078; and other patents pending. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 58 Updated Cost Proposal For Crosby Street Transit (a wholly owned subsidiary of Via Transportation, Inc. or "Via") Base Period: Cost Category Monthly Cost Number of Months Total One-time installation $15,000 N/A $15,000 Operating costs $109,695 18 $1,974,510 Total Cost for 18 -Month Base Period $1,989,510 Option Year 1 (includes 3% annual escalator on operating costs): Cost Category Monthly Cost Number of Months Total One-time installation N/A N/A N/A Operating costs $112,980 12 $1,355,760 Total Cost for 12 -Month Option Year 1 $1,355,760 Option Year 2 (includes 3% annual escalator on operating costs): Cost Category Monthly Cost Number of Months Total One-time installation N/A N/A N/A Operating costs $116,370 12 $1,396,440 Total Cost for 12 -Month Option Year 2 $1,396,440 Option Year 3 (includes 3% annual escalator on operating costs): Cost Category Monthly Cost Number of Months Total One-time installation N/A N/A N/A Operating costs $119,865 12 $1,438,380 Total Cost for 12 -Month Option Year 3 $1,438,380 A Rosemead rider requests a trip through the Rider App Core Fleet I Overflow Fleet V liber 1vA The request is processed using The trip is assigned to a suitable Via's proprietary dispatch and vehicle, while optimizing for both or over the phone. routing algorithm. cost and rider experience. These capabilities, in addition to our other ongoing demand matching efforts, will ensure that all riders have reliable access to transportation options when needed. Technology -enabled Operations While we describe our proposed operating model below, it's important to highlight the significant investment we have made in technology that streamlines our operations, and how we use data to further inform service improvements. From driver recruitment and onboarding to vehicle maintenance notifications and driver shift scheduling, all components of our operations are enabled by technology. This synchronization between operations, technology, and data is critical for improving service efficiency and sustainability over the course of our partnership. In situations where Via services were compared head to head with competitors in nearby services, we have consistently delivered a meaningfully lower cost per ride. This can be seen in the data below from case studies in Seattle, WA (in pilots run by King County Metro) and in suburban services outside of Phoenix, AZ: RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 23 LQ King County METRO a"zo°E° U SM >80% decrease in cost per ride >53% lower cost per ride $108.97 $83.00 568.66 $58.47 $=■■ Technology and App Integration QVIO RIDE`D RIDE1;0 ^vl� spare THESWfNS COMPANY v (With third -party operators) $58.47 $=■■ Technology and App Integration QVIO RIDE`D RIDE1;0 Catra�de„ C7r 'orRequirement Technology and App Integration Provide an integrated digital platform Confirmed. Please see the description (web/mobile app) that allows residents to above. book rides, track vehicles, and make payments. Provide real-time updates to riders about ✓ Confirmed. Please seethe description service availability and expected pick-up above. times. Offer contactless payment options and ✓ Confirmed. Please see the description accommodate multiple payment methods above. (credit cards, mobile wallets, etc.). 4.3 Fleet and Vehicles Fleet Composition To support the City's service and sustainability goals, Via recommends a four -vehicle, all -electric fleet consisting of two Volkswagen ID.Buzz electric buses and two electric Ford E -Transit WAVs (wheelchair accessible vehicles). A spare vehicle will be provided to guarantee a consistently reliable service. This fleet composition ensures our ability to RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 24 effectively serve the general population, as well as seniors and riders with limited mobility. Please see below for detailed descriptions of our proposed zero -emissions vehicles: Range • 234 miles per charge under typical • 159 miles per charge under typical operating conditions operating conditions Seating and Accessibility Features • Seating for up to 7 passengers, with comfortable seating configurations to accommodate passengers and cargo. • Ample legroom and headroom ensures passenger comfort on longer trips. • Seating for 8-10 passengers, including one wheelchair position with fold -away seats • Rear -entry, non -slip ramp with a low incline for wheelchair access • Wheelchair securement options with Q'Straint or Sure -Lok systems Convenience and Comfort Features • Multiple USB ports for passenger convenience • Automatic climate control • Power sliding doors for easy entry and exit • Comfortable cloth upholstery with power -adjustable front seats • Automatic climate control • Power sliding doors for easy entry and exit • Comfortable cloth upholstery with power -adjustable front seats Each vehicle in the City's fleet will be equipped with security cameras, GPS tracking, and a computer tablet pre -loaded with Via's Driver App to track all routes and communicate instructions to drivers during active service. Our vehicle plan is fully flexible and we look forward to collaborating with the City to finalize the seating configurations and the composition of the proposed fleet. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 25 Fleet Acquisition Leveraging our existing vehicle acquisition and leasing channels in California, Via will work with trusted national leasing partners, such as Avis or Voyager Global Mobility, to procure a fleet that is clean, well-maintained, and tailored to the needs of the City's services. Our close relationships with our leasing partners allow us to launch services quickly at very competitive rates, and enable us to flexibly support a variety of fleet configurations as the service evolves. Via works closely with our partners on an ongoing basis to determine the optimal fleet size based on overall expected ridership, maintenance needs, and demand patterns according to time of day, day of week, and season. Should we choose to increase fleet size because of a change in service design, we can rapidly deploy temporary vehicles within 1-3 weeks and permanent, branded fleet vehicles within 2-4 weeks. Leveraging our proprietary supply optimization tools and performance data, we will deploy vehicles to match demand in the most cost-efficient way possible while effectively meeting rider needs. Brand, Logo, and Vehicle Wrapping All vehicles in the proposed fleet will be custom -wrapped with uniform branding. For illustrative purposes, an example of vehicle branding for Rosemead is included below. Via's Marketing team will refine this design in consultation with the City during the launch phase such that all vehicles are easily identifiable, appealing, and conform with the City's approved branding guidelines. Vehicle Maintenance and Cleaning Via's Maintenance Program is a critical component of our operational excellence. We leverage a data -driven software system to set and monitor maintenance intervals according to a vehicle's use case and manufacturer specifications, in addition to local, state, and federal guidelines. All of this information is stored in our Vehicle Database, which contains complete vehicle histories including past preventative maintenance, repairs, and other key data. This data -driven approach enables us to meet or exceed the manufacturer's recommended service plan for vehicles being used as part of the project. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 26 In the Vehicle Database, a preventative maintenance schedule is created for each vehicle in the fleet based on vehicle and manufacturer requirements, mileage, and maintenance history. Preventative maintenance is scheduled through our tracking software, and all performed maintenance is recorded and linked to a vehicle's VIN. The system will issue reminders to maintenance personnel when required maintenance is approaching. Additionally, drivers complete Daily Vehicle Inspection Reports (DVIRs) prior to their shifts to ensure that the vehicles are in good operating condition. After daily service, vehicles are inspected to ensure that all lights are functioning, all seating is secure and that all tires, wheels, lugs, air brake systems (if applicable), wheelchair lifts (if applicable) and exit doors are in proper operating condition. Maintenance checklist in the Vehicle Database (by mileage) In addition, vehicle cleanliness is a top priority for our operations teams, given the impact on customer satisfaction and safety. We will develop specifications and checklists ensuring that all vehicles meet Via's and the City's cleanliness standards, remaining consistently free of trash, debris, and odors. Our maintenance team will vacuum seats and floors, wipe down surfaces in vehicles, including, but not limited to, dashboards, consoles, seatbelts, and door handles. Vehicles will undergo professional deep cleanings at least once per week by a professional service and daily maintenance cleanings by in-house personnel. We are happy to adjust any aspect of our cleaning regimen to accommodate specific requests by the City. Vehicle Storage Our operations team has conducted an extensive search to identify potential options for vehicle storage throughout the anticipated service area. The following is a shortlist of proposed facilities that would include parking for the entire fleet: • Rosemead Community Center- 3936 Muscatel Ave, Rosemead • 117 W Norwood PI Parking -117 W Norwood PI, San Gabriel RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 27 • Zapopan Park— 3018 Charlotte Ave, Rosemead • Alhambra Place -150 E Main St, Alhambra • Public Parking — 4140 Gibson Rd, EI Monte We look forward to working with the City to select appropriate vehicle storage facilities that will ensure both cost and service efficiency. Rosemead's Fleet and Vehicles Provide a 100% electric fleet of vehicles that Confirmed. Please see Fleet meets the city's transportation needs, including Composition section above. vehicle types (sedans, vans, electric vehicles, etc.) and size options for various group sizes. At minimum, include two ADA -compliant ✓ Confirmed. Please see Fleet vehicles to accommodate passengers with Composition section above. physical disabilities and/or who rely on assisted -mobility devices. Ensure the fleet is well-maintained, reliable, and ✓ Confirmed. Please see VVehinip equipped with accessibility features (e.g., Maintenance and Cleaning section ADA -compliant vehicles). above. Describe the sustainability and environmental ✓ Converting to an all -electric fleet has impact of the proposed fleet. major implications for the sustainability and positive environmental impact of Rosemead's Transit System. Rosemead's current is propane powered, which is already better than diesel or gasoline. However, by switching to all -electric, the City will: • Completely eliminate tailpipe emissions (carbon dioxide) and improve air quality • Achieve better fuel economy • Enable integration with renewable electricity sources, such as wind and solar RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 28 4.4 Service Hours and Operations Our proposed service hours include weekdays from 5am - 8pm, weekends from 6am - 7pm, and holidays from 8am - 4pm. Rosemead's transit service will run 365 days per year unless otherwise directed by the City. Transit service will be provided within the city limits, to or from destinations within five miles of the city's limits, and for medical appointments to the Kaiser Hospital facility in Baldwin Park and the Huntington Memorial Hospital area in Pasadena. Our proprietary routing, aggregation, and demand prediction algorithms, known as the ViaAlgo, are the foundation of our platform's trip booking and scheduling capabilities. Our algorithms consistently achieve the lowest cost per ride in the industry while delivering a high quality rider experience, continuously optimizing pickups, drop-offs, and routing in response to real-time conditions while dynamically updating riders, drivers, and administrators with routing information. These algorithms are configurable to ensure that we tailor the service to meet the City's goals, and can be adjusted to accommodate a nuanced set of local needs. Within the Via Operations Center (VOC), dispatchers can monitor and control service in real-time through the Ride Plan, which enables automated itinerary creation for each day. Our software leverages real-time speed, location data, traffic conditions, and road closures to continuously optimize for on-time performance. For instance, if the software recognizes that a vehicle is running late to a pickup and there is another vehicle that can reach the pickup quicker, it will automatically reassign the trip and notify the riders and drivers. If our dispatchers need to manually intervene, the tool provides a simple interface to communicate with riders and drivers, access more information about a rider or trip, and adjust trip parameters as necessary. Rosemead's Requirement Via's Solution Service Hours and Operations Offer daily services that accommodate the Confirmed. hours of operation offered through our current transit services. Propose an efficient scheduling and The combination of our VOC and our dispatching system to minimize wait times best -in -class aggregation and routing and improve ride availability. algorithms ensures instantaneous scheduling, and optimization of the fleet to minimize wait times and offer as RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 29 4.5 Safety and Accessibility Safety With more than 5.8 million miles driven every month, Via's drivers and vehicles are the cornerstone of our safety program. Our driver recruitment and vetting processes, onboarding and training, strict vehicle requirements, and comprehensive vehicle inspection plans ensure that we are able to provide industry-leading safety in our services. In addition to these general safety measures, Via has invested in tech -enabled operational advances to ensure that we can be proactive when it comes to safe driving. This includes in -vehicle video recording with auto -save features to ensure any traffic violations or near -violations are clearly documented; preventative tools such as Al programs that detect potentially risky in -vehicle behavior; and audio alerts to help drivers avoid accidents before they ever occur. All Rosemead vehicles will be equipped with AI -powered Samsara dashboard cameras that (1) detect potentially risky in -vehicle behavior and alert drivers before accidents occur, and (2) auto -save all recordings to ensure that any traffic violations or near -violations are clearly documented. In addition, all Rosemead fleet vehicles include automatic emergency braking systems, forward collision detection, assisted lane departure, and blind spot detection to further reduce accident risk. Via has established rigorous operational processes to ensure that every driver maintains the highest professionalism standards, prioritizes rider safety, and delivers reliable service. Our driver recruitment and vetting processes, onboarding and training, strict vehicle requirements, and comprehensive vehicle inspection plans ensure RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 30 many rides as possible. Moreover, the availability of overflow to local TNC companies will further improve ride availability during periods of very high demand. Service hours and area may be adjusted ✓ Confirmed. We would be delighted to according to demand once the services are discuss with Rosemead how to further underway, contingent upon approval by the adjust service hours, zone, vehicle City. The City and contractor(s) will work counts and more. This is precisely why together to determine service hours, Via prefers to charge the City on a optimal routes, and service area vehicle hour basis, as it ensures boundaries. maximum flexibility of service delivery model and that the City only pays for vehicle hours it actually uses. 4.5 Safety and Accessibility Safety With more than 5.8 million miles driven every month, Via's drivers and vehicles are the cornerstone of our safety program. Our driver recruitment and vetting processes, onboarding and training, strict vehicle requirements, and comprehensive vehicle inspection plans ensure that we are able to provide industry-leading safety in our services. In addition to these general safety measures, Via has invested in tech -enabled operational advances to ensure that we can be proactive when it comes to safe driving. This includes in -vehicle video recording with auto -save features to ensure any traffic violations or near -violations are clearly documented; preventative tools such as Al programs that detect potentially risky in -vehicle behavior; and audio alerts to help drivers avoid accidents before they ever occur. All Rosemead vehicles will be equipped with AI -powered Samsara dashboard cameras that (1) detect potentially risky in -vehicle behavior and alert drivers before accidents occur, and (2) auto -save all recordings to ensure that any traffic violations or near -violations are clearly documented. In addition, all Rosemead fleet vehicles include automatic emergency braking systems, forward collision detection, assisted lane departure, and blind spot detection to further reduce accident risk. Via has established rigorous operational processes to ensure that every driver maintains the highest professionalism standards, prioritizes rider safety, and delivers reliable service. Our driver recruitment and vetting processes, onboarding and training, strict vehicle requirements, and comprehensive vehicle inspection plans ensure RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 30 that we are able to provide industry-leading safety in our services: out of the almost 5 million trips that we served in 2023, only 0.005% of Via -provided rides had a substantiated safety-related incident. All Rosemead drivers will be required to complete a rigorous safety and training program, including classroom instruction, behind -the -wheel observation, and self -guided modules to reinforce key concepts and test driver knowledge. New driver onboarding sessions cover our Safety Management System fundamentals, emergency procedures, and reporting protocols. Following this overview, drivers receive hands-on instruction in vehicle operation, emergency response procedures, and fundamental safety topics like vehicle inspection procedures, proper mirror adjustment and blind -spot management, safe boarding and de -boarding procedures, and de-escalation protocols. Drivers must demonstrate proficiency in each area through practical evaluations before advancing. Following the initial live training, drivers complete a series of virtual training modules through our learning management system covering safety topics such as defensive driving techniques, de-escalation and conflict management, and WAV passenger care and safety. Via also maintains a dynamic training program that responds to emerging safety trends identified through our performance monitoring system. When our safety metrics indicate an increase in particular types of incidents or near -misses, we rapidly develop and deploy focused training modules to address these concerns. In April 2024, Via hosted our first Safety Month to elevate safety awareness across our services. In total, about 500 drivers attended a 0 safety workshop, about 800 vehicles underwent an audit, and 700 riders received a preventative safety message in this highly successful celebration of Via's safety culture. In the unlikely event of an accident, Via will provide the City with a report and notify the City if an incident could affect the fleet. Accessibility Passengers are able to request wheelchair -accessible vehicles using the Rider App or over the phone. Via's system logs unique rider preferences and automatically personalizes the trip experience based on these needs. After riders create a Via account, our system populates a Rider Profile that tracks customized rider needs, such as: • The need for a wheelchair accessible vehicle (WAV) • If the rider travels with a care attendant or service animal • Whether the customer is visually- or hearing-impaired • Contact information of a family member or care attendant in case of emergencies • Option for curb -to -curb service for seniors and riders with disabilities RFP No 2025-01: Micro -Transit and Ride -Hailing Services 131 The data stored about each rider influences the decisions made by our routing and scheduling algorithms. For example, once a rider logs their need for wheelchair accessibility, our system will automatically dispatch a wheelchair accessible vehicle (WAV) for all future trips. For riders traveling with a care attendant, our system will account for the additional space requirement and dispatch a vehicle with the appropriate capacity. Further, our system sends rider -specific notes to the assigned driver (e.g., instructions to speak clearly for hearing-impaired riders), and for riders in wheelchairs and those who have requested walking/boarding assistance, our algorithms build in extra time for these pickups and drop-offs — allowing for sufficient boarding time without compromising overall system efficiency. Additionally, our Rider Application has been designed with accessibility at the forefront and includes features for those in need of visual, audio, cognitive, or mobility accommodations. This also includes Voice Over and Talkback, screen readers for iOS and Android devices respectively, adaptive font sizes and contrast, and switch control. Via relies on broadly -adopted, recognized accessibility standards — such as compliance with the Web Content Accessibility Guidelines (WCAG) at the 2.0 AA level, as well as the American with Disabilities Act (ADA) — to ensure all riders can easily digest and engage with all service communication. Rosemead's Requirement Via's Solution Safety and Accessibility Ensure all vehicles comply with California Confirmed, state safety standards. Provide services that are fully accessible to people with disabilities, including ADA -compliant vehicles and processes ensuring adherence to provisions of service requirements of the Americans with Disabilities Act [37 CFR Subpart G, Sections 37.161 through 37.1671 including, but not limited to: Maintenance of accessible features. ✓ Confirmed. Keeping vehicle lifts in operative condition. ✓ Confirmed. Lift and securement use. ✓ Confirmed. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 32 Assisting individuals with disabilities in use ✓ Confirmed. of securement systems, ramps and lifts. Permitting individuals who do not use ✓ Confirmed. wheelchairs, including standees, to use a vehicle's lift or ramp to enter the vehicle. Announcing stops on fixed route buses. ✓ Not applicable. Permitting service animals to accompany ✓ Confirmed. individuals with disabilities in vehicles and facilities. Making available adequate information Confirmed. concerning transportation services in accessible formats or technology. Not prohibiting an individual with a disability ✓ Confirmed. from traveling with a respirator or portable oxygen supply. Ensuring that adequate time is allowed for , Confirmed. individuals with disabilities to complete boarding or disembarking from the vehicle. Implement safety protocols for drivers, Confirmed. including background checks, training, and regular vehicle inspections. 4.6 Customer Service From our experience as both operators and software providers for transit services around the world, we understand that high-quality customer service and technical support is incredibly important for our on -demand public transportation riders, drivers, and partners. Within our turnkey model, we leverage this experience to provide full -spectrum customer support, covering all aspects of operational and technical assistance. Our Customer Support agents are available to assist riders via phone, text, in app, and email queues in multiple languages. Direct support is available in English and Spanish, and interpreter services can accommodate 200+ additional RFP No 2025-01: Micro -Transit and Ride -Hailing Services 133 languages, including Chinese, Korean, Tagalog, Vietnamese, and Armenian. Agents are able to provide support with booking rides, troubleshooting service issues, documenting customer feedback, and other rider needs as necessary. Customer Support performance is regularly monitored to ensure service compliance, and all agents are subject to random quality assurance checks. We have developed predefined escalation procedures to ensure that all concerns are addressed with the appropriate level of support and oversight, and that all relevant parties are kept apprised of updates and resolution timelines. Rosemead's Requirement Via's Solution Customer Service Provide 24/7 customer support services via Via's customer service team is available phone, chat, or email. to handle rider inquiries beginning 30 minutes before and continuing 30 minutes after all service hours. We can receive chats or email 24 hours per day, 7 days per week. Establish a process for riders to submit ✓ Riders can call or email with feedback, feedback, complaints, or concerns. complaints, or concerns. Alternatively, they can complete the post -trip ride rating, which will prompt for additional information if the rating is low. 4.7 Employee Selection and Supervision Driver Selection Rosemead's micro -transit service will be operated by an engaged, qualified, and reliable pool of employee drivers. We will prioritize retention of current Rosemead Transit System drivers, should they wish to remain working for the transit system. Any additional recruitment will prioritize the hiring of drivers from the local community. In all cases, we will offer competitive wages, benefits, and training to create stable employment opportunities. For the City's micro -transit service, we anticipate hiring 8-12 highly qualified drivers with pay of approximately $25 per hour, plus a complete benefits package. Via's Driver Operations team has been highly successful in recruiting and retaining pools of qualified drivers in a range of markets across the United States, including Southern California and the Los Angeles metropolitan area. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 34 Drivers for the City of Rosemead will hold all required licenses and certifications, including a valid California drivers license, and will receive in-depth training on passenger assistance, sensitivity, and defensive driving, among other topics. Driver Screening Via's hiring procedure for our micro -transit drivers includes a robust screening and vetting process, which we will align with the City's requirements, along with any local, state, and federal regulatory requirements. As a prerequisite, all drivers are required to undergo detailed background checks, holistic driving record reviews, criminal record reviews, and FTA -compliant drug & alcohol testing. Over 90% of Via's partners across the United States are public transit agencies and cities, and many receive FTA funds to support their services: as a result, we have extensive experience managing FTA -compliant services, and in particular we have over 5 years of experience complying with and executing on federally required Drug and Alcohol programs. Drivers are also required to demonstrate English proficiency as well as outstanding customer service skills as part of the application process. Should the City wish to enhance any aspects of the vetting process, we would be happy to adjust our approach. Our baseline screen includes: • Valid California driver's license • Prior employment verification • State motor vehicle records check • Criminal background check • Road test certification • Annual list of violations • FTA -compliant mandatory drug and alcohol testing • English proficiency test • Outstanding customer service skills Once drivers have passed the application phase, and have conducted the necessary checks, tests, and reviews specified above, they are subject to a comprehensive final review process on their first day to ensure that they have met and exceeded our hiring requirements before they begin the onboarding and training process described below. Driver Training The Via team has successfully trained tens of thousands of drivers across our global deployments, facilitating both behind -the -wheel training and classroom programs to cover the essentials of providing safe and reliable service. We also work with organizations such as the National Safety Council (NSC), Driverge, and the Community Transportation Association of America (CTAA) to furnish safety training, first aid training, RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 35 sensitivity training, passenger assistance training, drug and alcohol awareness training, wheelchair securement training, and defensive driving training, among other topics. As part of the onboarding process, and at regular intervals as part of ongoing, annual refresher training, drivers participate in an intensive series of workshops, including sessions on: Introduction to Rosemead Basic information about Rosemead's service, including service hours, service area boundaries, and service rules. How to Use the Via Driver App ®j Workshops on using the Via Driver App for safe and reliable service, including sessions on troubleshooting and reporting technical issues. Customer Service Training 00 How to provide outstanding customer service, including instructions on CD greeting passengers, providing assistance to those who may not understand how to use the service, and handling customer complaints. Sensitivity and Accessibility Training How to assist elderly passengers with and passengers with limited mobility in o `, a sensitive manner, including proper use of wheelchair ramps and tie downs, in compliance with the requirements of the Americans with Disabilities Act (ADA). Mandatory Safety Training Series of workshops on topics such as defensive driving and safely navigating roads; vehicle and equipment operation; and following safety and emergency instructions, including how to handle and report accidents and major incidents. Additionally, Via works with trusted organizations such as the National Safety Council (NSC), Driverge, and the Community Transportation Association of America (CTAA) to offer specialized sessions like ADA Sensitivity training, Defensive Driving courses, CPR/First Aid training, and Drug and Alcohol training. We will tailor our training to meet the evolving needs of the City's micro -transit service, and are happy to provide samples of our materials upon request. Once they are on the road, drivers are continuously evaluated based on rider feedback, continuous driver record monitoring, and observation by our local field staff. Via regularly RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 36 runs reports on driver performance including for metrics such as on-time performance and customer feedback to identify drivers who may require additional training. Drivers who fail to improve with additional training, or who are failing to meet Via or the City's service standards, will undergo retraining or in some cases may be removed from the service altogether. Driver Retention & Support We know that running excellent transit operations depends on fostering strong retention and consistency among our drivers. We have developed a high -touch driver support and retention program that we leverage throughout our operations to minimize driver shortages and ensure ongoing successful delivery. Key elements of our program include: • High -Touch Support: Drivers have a demanding job and we want to ensure that every driver feels supported and invested in the service. We offer a number of platforms to meaningfully engage with our drivers, including office hours, town halls, and 1:1 support provided by our operations team and call centers. We also offer ongoing learning & development opportunities to ensure that we develop the skills of our staff and provide leadership opportunities for top performers. • Fair & Competitive Pay and Benefits: We perform ongoing compensation benchmarking to ensure that we are always providing fair and competitive driver rates. We also offer various incentive programs and performance-based bonuses to improve retention when necessary. Dynamic Shift Scheduling As an operator, Via takes a fundamentally different approach than our competitors. We leverage innovative technology and robust data to inform, power, and optimize all aspects of our operations, including driver shift scheduling. While other providers rely on long, 8-10 hour driver shifts and fixed driver schedules, Via's driver model is built to match driver availability to dynamic rider demand. Our shift optimization tools leverage machine learning to forecast demand and generate hour -by -hour daily plans for required driver supply and associated driver shifts, while considering any labor restrictions and local regulatory requirements. We offer updated shift Traditional Via \. Transit Via's operating model (L ) ensures sophisticated supply and demand matching, delivering superior cost efficiency compared to models with flat driver hours ( R) Driver hours Rides options each week, and drivers are able to choose short driving slots or irregular hours to ensure we're best matching rider demand. Our ability to adjust these driving slots in RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 37 response to changing demand patterns — whether weekly or even daily — is a key factor that sets our model apart from other providers. This highly efficient supply plan results in fewer driver hours and lower costs per trip. Rosemead's Requirement Via's Solution Employee Selection and Supervision Be responsible for the employment and supervision of ✓ Confirmed. all employees necessary to perform Transit operations. Such responsibilities shall include employee recruitment, screening, selection, training, supervision, employee relations, evaluation, discipline, retention and termination. Use appropriate driver screening and selection criteria ✓ Confirmed. See Driver Screening in order to employ drivers. These criteria will include section above. Department of Motor Vehicles license check and physical examination sufficient to meet all applicable requirements for Transit vehicle operations. Develop, implement, and maintain an employee ✓ Confirmed. See Driver Screening substance abuse/alcohol abuse -testing program for all section above. employees in safety -sensitive positions including personnel engaged in the operation, maintenance and control of Rosemead Transit vehicles and equipment. Such program will meet all applicable federal requirements promulgated to implement the Omnibus Transportation Employee Test Act of 1991 and related supplements and amendments. Make all reasonable efforts to ensure that employees ✓ Per Addendum 3, Via will abide by having contact with the public in the course of their the law and work to ensure that all duties are of good moral character. Any such drivers are capable, qualified, and employee who is convicted of a felony or a crime high quality. involving moral turpitude before or during the time of his/her employment shall not be permitted to continue operating Rosemead Transit services. Shall at all times comply with applicable state and ✓ Confirmed. federal employment laws, including section 1735 of the California Labor Code and Title VI of the Civil Rights Act of 1964, as amended. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 138 4.8 Data Analytics and Reporting The VOC provides streamlined data visualization and reporting features to help drive continuous service optimization and efficiency. In addition to receiving regular reports from Rosemead's designated Principal Contact Person (also known as Rosemead's Partner Success Manager), Rosemead will have 24/7 access to daily, weekly, monthly, quarterly, and yearly views of the key performance indicators. This includes the ability to aggregate, filter, and download data in various formats. Regulatory reports can be automated to ensure compliance with the data format requirements of local, state, and/or federal regulatory agencies, including automated NTD reporting. Reporting is accessed through two main interfaces in the VOC: Service KPI Dashboards and Data Generator Reports. a Service KPI Dashboards. These dashboards appear on the VOC and function as the central view for service analysis and management. Through this interface, our partners can organize and visualize the thousands of data points our system collects every minute based on their unique needs and concerns, and leverage our filtering and grouping tools to generate reports that range from simple to highly complex. These reports ensure that partners understand core service indicators, such as total ridership and on-time performance, enabling data -driven adjustments to service parameters such as maximum wait time, fleet size, and/or vehicle supply throughout the day. Further, these tools allow partners to easily measure the efficacy of marketing campaigns and rider engagement strategies, offering valuable insights into what attracts and retains riders. KPI Reports Traveler experience 9 on•napc10111202... , proposal acceptance Avg. distance traveled Avg. journey time 61.3%,... 7.7 16.6 • Estimated average pick up time Avg. travel rating Avg. walking distance 4.7.- 61.J." Detailed status for travel requests a .. • C- e1ee i Seal u..'.. e ■ No-¢�OwBq Active passengers Net driver Noun Rating 1". n.re.un RFP No 2026-01: Micro -Transit and Ride -Hailing Services 1 39 Data Generator. The Data Generator provides more than a dozen raw data tables that will allow Rosemead to conduct original and granular performance analyses. Staff will be able to organize tables for a detailed view of rider and/or driver activity, trip cost, vehicle information, and more, and pull data for any time period. Further, staff can easily export this data into any data analysis software to conduct original analysis and create reports that incorporate additional datasets to investigate questions of specific interest. 4uMcaGP.Wen S'.<k�k) 4171 3,828 83.4% o�KK 57.3% 11111dll. �Ih�1111Wlllll1 R.l Rosemead's Requirement Via's Solution Data Analytics and Reporting Provide regular reports on service usage, Confirmed. ridership trends, customer feedback, and other key performance indicators (KPIs). Share data and insights that can help ✓ Confirmed. This is a fundamental part of improve service planning and operational what we offer Rosemead. We will work efficiency. with the City to regularly review its performance data and actively suggest changes to the transit system that will further improve cost efficiency, accessibility, and passenger experience. In our world, no transit system is static; we will ensure that RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 40 Rosemead's can scale and adjust as necessary. 4.9 Marketing and Outreach Via has more than a decade of experience successfully marketing micro -transit and growing ridership on behalf of our partners. Our marketing strategy will focus on increasing community awareness of the program in a manner that is sensitive to local context and the various communities residing within the Rosemead. We recommend using a mix of channels and continuously reviewing and optimizing the growth plan based on those channels that prove to be most effective. Our teams will also ensure that community members with the highest barriers to entry — including senior citizens, riders with disabilities, those without smartphones, and non-English speakers — are ready to ride when the service launches. As part of our marketing strategy, we will: • Build a bespoke brand for Rosemead's micro -transit service including custom logos and vehicle wraps, a white -labeled Rider Application, and a marketing campaign that is tailored to the specific needs of the City. Develop materials that engage and educate new riders including pamphlets, mailers, videos, and physical or digital advertisements. Using in -app tools such as promo codes, referral campaigns, and direct rider communications will encourage regular use of the City's service. Launch targeted marketing efforts for existing bus riders to ensure a smooth transition, including large-scale displays at bus stops to inform riders and generate enthusiasm before the service's launch (see example at right). We will also develop tailored educational materials to ensure bus riders understand how to use Rosemead's new microtransit service to meet their daily transportation needs. Conduct high -touch, individualized outreach for hard -to -reach groups like zero -car households, non-English speakers, persons without internet access, senior citizens, and persons with disabilities. Our accessible materials, including pamphlets, flyers, how -to -ride videos, and digital advertising materials can be prepared in English, Spanish, Chinese, and any other languages that the City requires. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 41 Examples of marketing materials from a selection of Via's services in California Engage local businesses whose customers and employees are potential users of the City's transit system. For example, we can develop partnerships with major employers to encourage the use of micro -transit by commuters. Hold in-person and virtual information sessions with community stakeholders to describe how the service will work. These information sessions can be hosted in partnership with community organizations, like libraries and senior centers, or in proximity to local transit hubs. Our community engagement team has identified candidate sites for in-person information centers at the Rosemead Library, Rosemead Community Recreation Center and Park, and Rosemead Business Center. We can also engage commuters near major transportation hubs, such as by stops for the 70 Metro Local. In the Detroit suburb of Dearborn, MI, our SMART Flex service ¢.car deployed the use of on -the -ground street teams at transit hubs and F'pv local events to connect with commuters and explain the benefits of VW -Am the service. Ridership in these areas increased by double-digit percentages within three months. Craft and execute customized surveys to monitor passenger trends and feedback throughout the service area. Via's Rider Growth team has extensive experience assisting partners in data collection efforts, including surveys, on -board feedback, and in -app push questions. Marketing and Outreach RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 42 {y I N!! wlro - Ri .n. MOWS' t Examples of marketing materials from a selection of Via's services in California Engage local businesses whose customers and employees are potential users of the City's transit system. For example, we can develop partnerships with major employers to encourage the use of micro -transit by commuters. Hold in-person and virtual information sessions with community stakeholders to describe how the service will work. These information sessions can be hosted in partnership with community organizations, like libraries and senior centers, or in proximity to local transit hubs. Our community engagement team has identified candidate sites for in-person information centers at the Rosemead Library, Rosemead Community Recreation Center and Park, and Rosemead Business Center. We can also engage commuters near major transportation hubs, such as by stops for the 70 Metro Local. In the Detroit suburb of Dearborn, MI, our SMART Flex service ¢.car deployed the use of on -the -ground street teams at transit hubs and F'pv local events to connect with commuters and explain the benefits of VW -Am the service. Ridership in these areas increased by double-digit percentages within three months. Craft and execute customized surveys to monitor passenger trends and feedback throughout the service area. Via's Rider Growth team has extensive experience assisting partners in data collection efforts, including surveys, on -board feedback, and in -app push questions. Marketing and Outreach RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 42 Develop and execute a marketing plan to ✓ Confirmed. promote the new service, including digital, print, and community engagement initiatives. Work with the City to ensure a smooth ✓ Confirmed. public launch and maintain ongoing awareness efforts. 4.10 Transition Plan & Timeline From implementing complex transit services in over 750 communities globally, Via understands that exceptional project management is key to the success of any deployment, and especially a vendor or service transition. Via takes an agile approach to both product development and project governance; we rapidly test and iterate ideas, communicate frequently with our partners, and quickly incorporate feedback to avoid causing delays later in the process. Through productive partner communication and nimble project management, our team meets deliverables and tasks within agreed-upon timelines while maintaining the flexibility to course -correct as necessary. Immediately upon contract execution, we can begin to work with municipal stakeholders to confirm or alter our proposed service design, incorporating additional data or feedback. Once the initial service design is completed, we are prepared to transition Rosemead's microtransit service according to a 12 week timeline, and will ensure a final transition by Rosemead's preferred date of July 1, 2025. However, we remain fully flexible should Rosemead wish to accelerate or expand the process. As part of our launch process, we will migrate all data from Rosemead's existing systems into Via's platform in order to enable access to the VOC for report and data generation. Via's in-house Data Science team will work directly with Rosemead's staff to complete a four -step data migration process: 1. Knowledge sharing & data scoping 2. Data evaluation 3. Initial data migration, quality assurance (QA), and validation 4. Full migration, QA, validation, and field testing Below, please find details of each implementation step, including major deliverables, and both Via and Rosemead's responsibilities. We look forward to discussing the service's transition timeline in further detail with Rosemead. RFP No 2025-01: Micro -Transit and Ride -Hailing services 1 43 STEP 1 Via will refine and finalize the service scope to best meet Rosemead's goals, conducting a Finalized robust analysis to design the service. We will Service identify technical requirements, finalize any Planning and unique product needs, and finalize the marketing strategy during the Kickoff and Design Design Review meetings. Weeks 1 - 6 Step 1 deliverables (due end of Week 6): • Finalized project scope • Established service parameters • Finalized data sharing plan • Defined marketing plan STEP 2 Via's Product Team will localize the Via Platform to Rosemead's service environment, Development configuring the Rider App, Driver App, and and Service supporting dashboards to meet Rosemead's Testing needs. We will also localize the algorithm parameters to Rosemead and begin service testing. Weeks 2 - 7 respectively, as needed. Step 2 deliverables (due end of Week 7): • Localized software suite (Rider App, Driver App, VOC) • Quality assurance and internal system testing completed STEP 3 Via will continue testing the service with real riders and drivers — reviewing routing, rider Testing, messaging, and other functionalities to Onboarding, ensure the experience aligns with and Training Rosemead's project vision. Additionally, we will conduct onboarding and training workshops with drivers and staff, Weeks 6 -12 respectively, as needed. Step 3 deliverables (prior to launch): • Pre -launch driver training completed • Apps available for download • Any requested training workshops (e.g., working with Via's data and reporting) for Rosemead staff conducted 11 • • Communicate marketing goals Provide data to inform service simulations Work with Via to confirm zone boundaries, service characteristics, and user -defined service objectives Continue to provide input on desired service characteristics and provide final approval (e.g., review rider messages) Attend relevant onboarding and training workshops • Socialize and finalize all necessary plans, incorporating any feedback from Rosemead • Configure zone geographies, service hours, and service modes • Configure mapping and routing inputs • Software installation and deployment for the initial zones • Localize back -end and front-end environment • Perform internal system tests • Determine pick-up/ drop-off locations • Train drivers, dispatchers, and Field Manager • Conduct field tests (platform functions, mobile app, call center, web portal for trip requests; in -vehicle tablets; service monitoring function; data and reporting functions) with live riders and drivers in the zones • Prepare for go -live RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 44 Weeks 7 - 12 Step 4 deliverables (prior to launch): • Fleet ready for live service • Live field testing completed • All pre -launch marketing completed • Training workshops for riders in key community organizations conducted (e.g., community centers, senior centers, major employers) STEP 5 Before and after launch, Via's team will be on • the ground in the City of Rosemead to ensure • Service success. Post -launch, Via will continuously • Launch and improve the service in response to feedback. Optimization Step 5 deliverables (ongoing): • Service go -live Week 12 - • Feedback gathered from initial users Ongoing • Post -launch marketing plan initiated • Optimization of day-to-day operations • Attend key marketing events (e.g., go -live kickoff event) Work with Via to assess operations, performance, and customer response of the soft launch Review data reports Provide feedback Work with Via to adjust user -defined service objectives, operating practices, platform functions, and response to soft launch results Attend marketing events • Inspect and approve vehicles • Implement marketing and promotions plan (e.g., press releases) • Soft launch live on -demand operations for selected beta test customers • Conduct education workshops for riders • Share service data and benchmark data against KPIs • Make improvements based on feedback from riders, drivers, and the City of Rosemead • Implement post - launch marketing strategy to attract new riders Rosemead's Requirement Via's Solution • All drivers, dispatchers, and Field Manager Provide a clear transition plan to ensure approved for live service STEP 4 Via will finalize the fleet to ensure service • readiness, including the application of vehicle Fleet branding, inspecting overall vehicle Preparation maintenance, and confirming compatibility • ✓ with the provided charging infrastructure. We and will carry out the pre -launch marketing and Marketing promotions plan. We will provide rider Execution education for existing/potential riders. Weeks 7 - 12 Step 4 deliverables (prior to launch): • Fleet ready for live service • Live field testing completed • All pre -launch marketing completed • Training workshops for riders in key community organizations conducted (e.g., community centers, senior centers, major employers) STEP 5 Before and after launch, Via's team will be on • the ground in the City of Rosemead to ensure • Service success. Post -launch, Via will continuously • Launch and improve the service in response to feedback. Optimization Step 5 deliverables (ongoing): • Service go -live Week 12 - • Feedback gathered from initial users Ongoing • Post -launch marketing plan initiated • Optimization of day-to-day operations • Attend key marketing events (e.g., go -live kickoff event) Work with Via to assess operations, performance, and customer response of the soft launch Review data reports Provide feedback Work with Via to adjust user -defined service objectives, operating practices, platform functions, and response to soft launch results Attend marketing events • Inspect and approve vehicles • Implement marketing and promotions plan (e.g., press releases) • Soft launch live on -demand operations for selected beta test customers • Conduct education workshops for riders • Share service data and benchmark data against KPIs • Make improvements based on feedback from riders, drivers, and the City of Rosemead • Implement post - launch marketing strategy to attract new riders Rosemead's Requirement Via's Solution Transition Plan Provide a clear transition plan to ensure ✓ Confirmed. minimal disruption as Rosemead phases out current transit services. Ensure seamless coordination with existing ✓ As discussed above, Rosemead's new public transportation services, including transit system will integrate seamlessly integration with nearby transit networks. with existing fixed routes in the region, RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 45 including MetroLink's San Bernardino Line, the 70 Metro Local, and the 20. We are happy to discuss additional lines or regional networks with which Rosemead may want to integrate. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 46 5. Cost Sheet and Rates 1. Pricing as Requested by City: All-inclusive Fixed Monthly Fee Per the City's request, we have provided an all-inclusive fixed monthly service cost below. The one-time upfront fee covers technology installation, WAV retrofits, and vehicle wraps. The all-inclusive fixed monthly fee covers all operational and technology costs necessary to provide high-quality service for the City and its riders, assuming up to 18,000 annual vehicle hours. If desired, additional vehicle hours can be procured at the rates outlined in section 5.2. Total Cost for the Period One -Time Upfront All-inclusive Fixed For Billing: Per Vehicle Fleet Composition (Not -to -Exceed Budget) l Costs(I Monthly Fees Hour Ratem Base Period 418 Months( $2.56M $145.01, $134.3k $89.50 Option Year $166M - $138.31, $92.19 2 His Nims (Plus 1 Option Year Spare), and 2 Ford $1.71M - $142.4k $94.96 eTmnsit WAVs Option Year $1.76M $146.7k $97.61 Total Bass+ Option Periods $7.69M $145.01, $93.16 (54 Months) (1)InduO WOmIM inelaYtlm lea. WAV rewfim, aM w dsw 5, (2)sate wWinwa. Er se a.aW Wd%(9a elwwn)«are last 12m .u.S. CN. We understand the City's preference for the selected vendor to employ W2 drivers for the service, and our pricing above assumes a W2 labor model. If the City is interested, we have also successfully delivered compliant microtransit services across the state utilizing an Independent Contractor (IC) driver model. Utilizing IC drivers would enable the City to: • Deliver the same number of annual vehicle hours for a lower cost, and under the same rigorous standards for screening, testing, safety, and delivery. • Gain flexibility regarding driver shifts, enabling Via to optimally match driver supply with real-time demand and deploy additional revenue service hours when we see increases in ridership. Should the City be interested in pursuing an IC driver model, we have provided the all-inclusive fixed monthly cost pricing structure below. - RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 47 Total Cost for the Period One -Time Upfront cluse Fixed AII-Iniv For Billing: Per Vehicle Fleet Composition (Not4o-Exceed Budget) Coslsh� Monthly Fee(2) Hour Rai Base Period (18 Months) $2.09M $145.Ok $108.0k $71.97 Option Year 1 31.33M - $111 2k $74.13 2 Kia Nims (Plus 1 Option Year Spare), and 2 Ford $1 37M - $114.5k $76.35 eTransit Wi Option Year $1.42M - $118.Ok $78.64 Total Base. Option Periods $6.21M $145.11k $74.81 (54 Months) (1) Ir000es tedri imlaeatlon ree, WAV remelt, and Wh de xnps. (2) Rate will lnuease W rhe pester N 3% (as shi or the test 12 months U.s. CPI. Via typically bills our customers on a monthly basis. Our fee structure is flexible, and we would be happy to explore opportunities to share or reinvest revenue from farebox. We welcome further discussion to determine a pricing scheme in line with the City's needs. 2. Recommended Invoicing Structure: Only Pay for Vehicle Hours Used Rather than receiving a fixed monthly fee regardless of performance, Via prefers a transparent, pay-as-you-go cost structure that holds Via accountable to meeting the City's ridership and budget targets. Under this model, we would bill the City on an all-inclusive per -vehicle hour fee, which covers all operational and technology costs necessary to provide high-quality service for the City and its riders. We would only deploy the hours that the City needs to meet demand, guaranteeing controlled costs and optimal service efficiency. Compared to a fixed monthly fee structure, this invoicing model is designed to maximize efficiency over time, allowing costs to gradually ramp up as the service scales, and ensuring the long-term sustainability of the service. Not -to -Exceed ('NTE') Invoicing Structure At the outset of the contract, Via and the City will agree on a not -to -exceed budget figure that will not be exceeded without a written contract amendment. This approach allows the City to benefit from a flexible, usage -based model while retaining a clear maximum spend for the contract term. If demand is lower than anticipated, the City pays only for the actual service delivered. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 48 6. Minimum Qualifications We are pleased to share that we meet all five of the minimum requirements stated in the City's Request for Proposal: Requirement Via Response Not having been debarred by Federal, Crosby Street Transit has not been State, or local government debarred by Federal, State, or local government. Please see supporting documentation in the Appendix. Current or previous experience operating Confirmed. Please see our global similar programs in at least two cities deployment map and our highlighted case studies in Experience of Contractor. W2 employees and local -hire plan / We have a robust local -hire program that program ensures that our drivers are familiar with the local culture, languages, and geography. Ability to provide ride data and metrics, Confirmed. Please see the section entitled including map -based data Data Analytics & Reporting. A- insurance rating Confirm. Please see proof of our insurance rating in the Appendix. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 49 7. Contract Exceptions Our legal team has reviewed the sample contract in the RFP and, if selected, we anticipate being able to execute a contract promptly since we would seek to discuss only a limited number of provisions as follows: indemnity provision including adding a mutually agreeable limitation of liability; termination rights; language on retaining ownership over independently developed intellectual property and assignment rights should the proposed service model change post contract award. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 50 8. Addenda We hereby acknowledge receipt of all all three addenda, including Addendum #1, Addendum #2, and Addendum #3. The signature page from Addendum #3 is enclosed here. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 51 Docusign Envelope ID: BCDF9C00-F75A-4840-B308-9E1B5FC6786D Acknowledgement of Addendum No. 3 Each proposer shall acknowledge receipt of this addendum in their submitted proposal. Failure to provide such acknowledgement shall render the proposal as non-responsive and subject to rejection. If you have already submitted a response, this addendum will invalidate your response, and you must submit a new response before the due date specified. Except for the changes noted above, all other requirements and provisions of the originally issued Request for proposal shall remain in effect. ba.Ni#f'60' CjGL ci4' Danielle Garcia Public Works Fiscal and Project Manager Issued February 6, 2025 I ACKNOWLEDGE RECEIPT OF ADDENDUM NO. 3 rspn.a by: AV). (udt, Crosby Street Transit LLC Proposers ignature Company Name 9. Appendix RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 53 Dowsign Enelope ID: BCDF9C00-F75A-4840-B308-9E1B5FC6786D Crosby Street Transit, LLC AO%V' � (a wholly owned subsidiary of Via Transportation, Inc.) 114 5th Avenue, 17th Floor New York, NY 10011 Subject: RFP No 2025-01: Micro -Transit and Ride -Hailing Services To: City of Rosemead, California Attn: Amanda Moreno, Senior Management Analyst Dear Ms. Moreno, This letter is to confirm that no debarment, suspension, or other lawful action has been taken by any federal, state or local government that precludes Crosby Street Transit, LLC or its employees from participating in any public procurement activity. Should you have any questions regarding this statement, please do not hesitate to contact us. We thank you for the opportunity to participate in this procurement, and look forward to working with your organization in the future. Sincerely, �flsio•.e 'M: ' µ(4i° L&k6i . —aeszcrecaz.ui... Authorized Corporate Officer: Alex Lavoie Manager Crosby Street Transit Chief Operating Officer Via Transportation, Inc. 114 Sth Avenue, 17th Floor New York, NY 10011 Authorized Contacts: Rachel DiSalvo Director of Strategy Via Transportation, Inc. (888) 501-7511, ext. 4 114 5th Avenue, 17th Floor New York, NY 10011 rachel.disalvo@ridewithvia.com Joe Martin Principal Contact Person, Rosemead Account Territory Manager Via Transportation, Inc. 114 5th Avenue, 17th Floor New York, NY 10011 joe.martin@ridewithvia.com January 27th 2025 Re: Via Transportation, Inc. & all subsidiaries To Whom It May Concern: As Via Transportation's appointed insurance broker for Auto Liability, General Liability, Property, Workers Compensation and Umbrella Liability, Lockton Companies can confirm all coverages placed by us are underwritten by insurers with an A.M. Best Rating of A- or better as of the date of this letter. A.M. Best is a credit rating agency that specializes in the insurance industry. They assess the financial strength of insurance companies to determine their ability to meet policyholder obligations. Sincerely, Katie Finnigsmier Account Executive, Lockton Insurance Brokers, LLC California License No.: 4187464 3 Embarcadero Center, Ste 600 San Francisco, CA 94111 00 Marsh February 11, 2025 Re: Via Transportation, Inc. & all subsidiaries To Whom It May Concern: As Via Transportation's appointed insurance broker for Cyber, financial lines and international package, Marsh Risk and Insurance Services can confirm all coverages placed by us are underwritten by insurers with an A.M. Best Rating of A- or better as of the date of this letter. A.M. Best is a credit rating agency that specializes in the insurance industry. They assess the financial strength of insurance companies to determine their ability to meet policyholder obligations. Sincerely, Christina Dragwidge License OE40984 Senior Account Executive 4 Embarcadero Center San Francisco, CA 94111 Proprietary and Confidential Information Crosby Street Transit LLC's ("Via") response and all supporting documentation, including associated exhibits and appendices, comprise proprietary, confidential, and trade secret information, exempt from disclosure under California Government Code ("C.G.C.") § 7920 et al. ("California Public Records Act"). Information presented in our response relating to the pricing of Via's services, back -end application processes, proprietary algorithms, unique business methodologies, and sensitive information on key performance indicators are our confidential business information, which qualify as trade secrets under California and federal law. This information is exempt from disclosure under several provisions of the California Public Records Act, including but not limited to, C.G.C. § 7927.705 (disclosure is "prohibited pursuant to federal or state law," including laws protecting trade secrets such as Section 1060 of the California Evidence Code, the federal Defend Trade Secrets Act, the California Uniform Trade Secrets Act and state common law) and C.G.C. § 7922.000 (balancing of public interests). If this proprietary and confidential information is disclosed, it would harm Via by giving its competitors an unfair advantage. In addition, the public has an overwhelming interest in maintaining the confidentiality of proprietary information disclosed in the RFP process to avoid discouraging companies from full participation in public procurement processes. Via's response and accompanying materials also include personal information about Via's employees and other individuals, which is exempt from disclosure under both C.G.C. § 7927.700 (disclosure would constitute an "unwarranted invasion of personal privacy") and C.G.C. § 7927.705 (disclosure is prohibited by state law, which would include California's Constitutional right to privacy in Article I, section 1, and the California Consumer Protection Act). Accordingly, we request that your office maintain the confidentiality of our responses and provide us with notice of any request for information under the California Public Records Act prior to production by contacting comoliance(@ridewithvia.com. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 57 Intellectual Property The Via Transportation, Inc. products are protected by one or more of the following U.S., European or International Patents: US: 9,562,785, 9,816,824, 10,197,411, 10,677,604, 10,168,167, 10,168,168, 10,458,803, 10,677,602, 11,107,352, 11,859,988 11,574,263,11,620,592,11,674,811,11,830,363; and other patents pending. Europe: EP3355028, NL3355028, FR3355028, GB3355028, DE3355028, EP3659078, FR3659078, G133659078, DE3659078; and other patents pending. RFP No 2025-01: Micro -Transit and Ride -Hailing Services 1 58 Updated Cost Proposal For Crosby Street Transit (a wholly owned subsidiary of Via Transportation, Inc. or "Via") Base Period: Cost Category Monthly Cost Number of Months Total One-time installation $15,000 N/A $15,000 Operatingcosts $109,695 18 $1,974,510 Total Cost for 18 -Month Base Period $1,989,510 Option Year 1 (includes 3% annual escalator on operating costs): Cost Category Monthly Cost Number of Months Total One-time installation N/A N/A N/A Operating costs $112,980 12 $1,355,760 Total Cost for 12 -Month Option Year 1 $1,355,760 Option Year 2 (includes 3% annual escalator on operating costs): Cost Category Monthly Cost Number of Months Total One-time installation N/A N/A N/A Operating costs $116,370 12 $1,396,440 Total Cost for 12 -Month Option Year 2 $1,396,440 Option Year 3 (includes 3% annual escalator on operating costs): Cost Category Monthly Cost Number of Months Total One-time installation N/A N/A N/A Operating costs $119,865 12 $1,438,380 Total Cost for 12 -Month Option Year 3 $1,438,380 Attachment H RFP Evaluation Checklist and Scoring Vendor: Staff reviewing: RFP Evaluation Checklist and Scoring Date: ❑ All proposals accepted by the City must be signed by an authorized representative of the company. ❑ Not having been debarred by Federal, State, or local government. ❑ Current or previous experience operating similar programs in at least two cities. ❑ W2 employees and local -hire plan/program. ❑ Ability to provide ride data and metrics, including map -based data. ❑ A- insurance rating 1. Proposal Summary (10%) -Score: ❑ A cover letter highlighting key features of the Proposal and an understanding of the project. ❑ Name and address of consultant (please include address of local office if applicable) and the principle contact person that the consultant will assign to the Rosemead account. ❑ A separate sheet with all the contact people on the Proposal and how to communicate with them. Limit this section to _ total of one to three pages including the separate sheet with contact personnel. r.nmmanta, 2. Profile of the Proposing Firm (15%) -Score: ❑ Include a brief description of your company, including its history and experience in providing micro -transit or ride -hailing services. ❑ Include a discussion on the Firm's financial stability, capacity, and resources. If applicable, include all other firms participating in this Proposal, including similar information about the firm/subcontractors. ❑ If applicable, include alistingofany relevant Lawsuit and/or subcontractors' Litigation and the result of that action resulting from (a) any public project undertaken by the Firm or by its subcontractors where litigation is still pending or has occurred within the lastfive years or (b) any type of project where claims or settlements were paid by the Firm or its insurers within the lastfiveyears. t f Comments: 3. Experience of the Firm (20%) -Score: ❑ Provide a description of pertinent project experience with other public municipalities (maximum of four) and private sector (maximum of two) that includes a summary of the service model, total cost of contract, ridership levels, and the name, title, and phone number of agencies to be contacted for references. Comments: 4. Proposed Service Model (35%) - Score: ❑ Detailed description of the proposed service model, including technology solutions, vehicle types, scheduling, pricing structure, and customer experience. ❑ Describe the proposed approach for addressing the required service, outlining the approach that would be undertaken in providing the requested services. ❑ A detailed timeline for launching the service, including milestones and critical deliverables. ❑ Description of the operational framework, including service frequency, scheduling flexibility, and coverage areas. ❑ Include an approach to ensuring safety, accessibility, and environmental responsibility in your operations. ❑ Provide proposed performance metrics, including on-time performance, customer satisfaction, and service reliability. ❑ Define penalties or corrective actions for failure to meet agreed-upon performance levels. ❑ Staffing, driver recruitment, and training plans. ❑ Fleet management strategy and vehicle maintenance plan, if applicable. ❑ Provide a description of a digital platform, such as a user-friendly app for trip booking, real-time tracking, fare payment, and data analytics to continuously optimize service delivery. ❑ Describe how the proposed system will integrate with the City's existing transit services and other third -party platforms, as required. ❑ Include any incentive programs targeted for seniors and disabled persons. Comments: S. Proposal Costs Sheet and Rates (20%) -Score: ❑ Provide an all-inclusive fixed monthly service costto the City, including breakdown of services proposed. ❑ Outline the payment terms including startup and operating cost, any potential incentives, and cost/revenue-sharing options. ❑ Include the costs for extra services or any other services that are considered optional additions. Comments: Attachment I Transit Presentation City of Rosemead CONSIDERATION OF AWARD FOR MICRO-TRANSIT SERVICES ROSEMEAD CITY COUNCIL MAY 13, 2025 Summary •On November 12, 2024, staff presented a report to explore the feasibility of supplementing or replacing the City’s current transit services with micro -transit or ride-hailing services. •City Council provided direction to release a Request for Proposal (“RFP”). An RFP was released on December 23, 2024, and six (6) qualified proposals were received by the deadline - February 19, 2025. •Staff is requesting City Council provide direction for the proposed service model and authorize the City Manager, or his/her designee, to negotiate contract terms with Via. Background •The City currently contracts with First Transit, Inc. (“First Transit”) for Dial-A-Ride (“DAR”) and Rosemead Explorer transit services. The contract was set to expire March 31, 2025. The contract was extended to June 30, 2025, on a month-to-month basis. •Following a comprehensive evaluation of First Transit operational costs, the findings highlighted that Rosemead’s transit services have remained largely unchanged and have been outpaced by the evolving transportation systems/trends within the region. Discussion •Along with the release of the RFP, staff developed and carried out a robust community outreach campaign to gather insights about the community’s transportation needs and better inform the vendor selection process. •The outreach plan consisted of a multi-language campaign to ensure that all residents were informed of the upcoming potential changes and had an opportunity to voice their opinion. Discussion 1.How often do you use Rosemead’s public transportation services? A total of 229 surveys were received. Discussion 2. What are the most important factors that influence your decision to use public transportation? Discussion 3. What destinations are most important for you when deciding to use public transportation? Discussion 4. Would you be interested in new City-subsidized transit options, such as on demand ride-sharing for local trips within your neighborhood or to nearby destinations? Discussion •Following a comprehensive evaluation process, proposals were scored based on completeness, experience, proposed service model, and cost. Staff invited the top three ranking vendors to participate in virtual interviews. Rank Vendor Score 1 Circuit Transit Inc. (“Circuit”)463.26 2 Via Transportation Inc. (“Via”)452.24 3 Transdev Services, Inc. (“Transdev”)431.90 4 AV Transportation Services, LLC 402.49 5 HBSS Connect Corp.311.59 6 GoVysh Technologies LLC 244.58 Discussion •Virtual interviews took place on March 24 & 26, 2025. The evaluation committee consisted of staff from Administration, Public Works, and Parks and Recreation department. Rank Vendor 1 Via 2 Circuit 3 Transdev Discussion Vendor Via Circuit Transdev One-time Start up Cost $15,000 $39,000 None Monthly Total Monthly Total Monthly Total Base Period (18 mo.)$109,695 $1,989,510 $84,172 $1,554,096 $87,213 $1,569,835 Year 1 $112,980 $1,355,760 $86,697 $1,040,364 $89,019 $1,068,228 Year 2 $116,370 $1,369,440 $89,298 $1,071,576 $91,944 $1,103,329 Year 3 $119,865 $1,438,380 $91,977 $1,103,725 $95,088 $1,141,054 Discussion •Proposed Service models: Via Circuit Transdev Proposed Service Model Vehicles In-service 2 Ford E Transit (WAV) 2 Volkswagen ID. Buzz Electric Bus 3 Ford E Transit (WAV) 1 Volkswagen ID. Buzz Electric Bus 2 Ford E Transit (WAV) 2 Toyota Sienna Hybrids (WAV - including 1 spare) Hours Mon. – Fri. 5 am - 8 pm Sat. – Sun. 6 am - 7 pm Holidays 8 am-4 pm (No fixed-route service) Mon. – Fri. 5 am - 8 pm Sat. – Sun. 6 am - 7 pm Mon. – Sun. 6 am - 7 pm 3 vehicles in-service 10 hours each Discussion Via Circuit Transdev Vehicles 4 vehicles 2 Ford eTransit (8-10 passengers each) 2 VW ID. Buzz (7 passengers each) 4 vehicles 3 Ford eTransit (7 passengers each) 1 VW ID. Buzz (6 passengers each) 4 vehicles 2 Ford eTransit (6 passengers each) 2 Toyota Sienna Hybrid (7 passengers) Overflow Lyft or Uber Lyft or Uber Uber Scalability 1 - 4 weeks 30-60 days 60-90 days or lease Implementation 12-weeks - 5 phases 12-weeks - 9 phases 9-12 week - 5 phases Marketing Included in cost Included in cost Not included in cost Via Vehicle Proposal o Two (2)Volkswagen ID. Buzz (7 passengers) o Two (2) Ford eTransit (8-10 passengers) Wheelchair Accessible Vehicle (WAV) Circuit Vehicle Proposal o One (1)Volkswagen ID. Buzz (6 passengers) o Three (3) Ford eTransit (7 passengers) Wheelchair Accessible Vehicle (WAV) Transdev Vehicle Proposal o Two (2) Toyota Sienna Hybrid minivans (7 passengers) Wheelchair Accessible Vehicle o Two (2) Ford eTransit (6 passengers) Wheelchair Accessible Vehicle Proposed Service Model Eligible Riders Service Hours Fare Service Area Service Type Advance Booking Electric Vehicle All Mon – Sun 6 a.m. - 8 p.m.$1.00 City limits Corner-to- corner No Yes Seniors and ADA eligible Mon – Sun 6 a.m. - 8 p.m.$0.50 City limits & up to 5 miles to/from City boundary Curb-to- curb Yes Yes Questions? Attachment J Survey Responses Survey Responses 229 surveys received as of May 7, 2025 1. How often do you use Rosemead's public transportation services? • Daily 19 • frequency 38% • A few times a week 38 • Once a week 20 • Rarely 66 • Never 86 8% 1% 9% 29% 2. What are the most important factors that influence your decision to use public transportation? • Cost 132 • frequency 115 • Extended hours of operation 80 • Accessibility (e.g, availability near your 150 home or workplace) • Convenience (e.g., route proximity, ease of 153 transfers, etc) • Travel time (including reliability and 112 timeliness) • Safety 127 • Cleanliness of vehicles and bus stops 107 • Environmental impact 54 • Customer service 66 • Other 23 0 50 drriLSrszfJ 3. What destinations are most important for you when deciding to use public transportation? • Workplaces 81 • Schools or colleges 55 • Shopping 166 • Medical facilities 143 • Parks and recreational areas 97 • Other 21 0 50 100 150 200 4. Would you be interested in new City -subsidized transit options, such as on demand ridesha ring for local trips within your neighborhood or to nearby destinations? • Yes, definitely 137 25% • No, I would not be interested 17 • Maybe, depending on the details 56 • Unsure 18 8%