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B. Passenger Complaint and Compliment Reports. CONTRACTOR shall document <br /> operational problems, passenger complaints, passenger compliments (whether received <br /> directly or through CITY general comments. The report must describe any action taken <br /> regarding these problems or complaints. Documentation shall be in place on the day <br /> following identification of the operational problem or receipt of such passenger complaint. <br /> CONTRACTOR shall address all passenger complaints in accordance with the <br /> established complaint categories and procedures (Title VI, ADA, or General). <br /> CONTRACTOR shall maintain all records of passenger complaints, and shall promptly <br /> provide CITY copies of all complaints and documentation in CONTRACTOR'S custody, <br /> possession, or control regarding complaints. <br /> C. Incident and Accident Reports. CONTRACTOR shall, in accordance with the RFP, <br /> immediately notify the CITY"S Police Department, then the CITY's DPTS Transit <br /> Administrator (or other appropriate City management staff if the Transit Administrator <br /> cannot be contacted) in the event of any traffic accident involving personal injury or <br /> substantial property damage or any other significant non-routine incident or event <br /> occurring in the operation of services. <br /> D. National Transit Database(NTD). CONTRACTOR shall provide the data items to the <br /> City as required by the FTA by September 1 each year for CITY to complete the NTD <br /> Systems Reporting Module. CONTRACTOR shall submit to CITY applicable <br /> corresponding forms as described in the NTD Systems Reporting Manual. <br /> CONTRACTOR shall report to CITY by September 1 of each year the number of full <br /> time equivalent employees working in the service addressed by this agreement. <br /> E. Financial Reporting Requirements CONTRACTOR shall establish and maintain full and <br /> complete books of account for services provided hereunder which are separate from its <br /> other operations. Such books of account and accounting procedures shall be established <br /> using the accrual basis of accounting and shall be subject to approval, inspection, and <br /> audit by authorized employees and agents of CITY. <br /> F. Equal Emplo3ment Opportunity EEO Affirmative Action Report. CONTRACTOR <br /> shall maintain and implement an Equal Employment Opportunity/Affirmative Action <br /> Program and policy in accordance with FTA guidelines. CONTRACTOR shall, not later <br /> than 30 days after the end of each CITY fiscal year,prepare an EEO report which consists <br /> of the following: <br /> a. Workforce Analysis for each job category; <br /> b. Job Group Analysis for each job category; <br /> c. Hiring Analysis for each job category; <br /> d. Promotional Analysis for each job category; <br /> e. Termination Analysis for each job category; <br /> f. Utilization Analysis that shows the ethnic and gender breakdown for each job <br /> category as well as indicates the short term and long-term goals for achieving <br /> under-utilized minority groups; and <br /> g. Availability Analysis that compares the current workforce against the available <br /> workforce. <br /> G. Surveys. City may, in its discretion, obtain additional documentation of service using <br /> passenger surveys.These surveys may be administered by authorized representatives of <br /> the CITY or its designee. CONTRACTOR shall ensure the cooperation of all <br /> personnel with any operational procedures relating to such surveys, including the <br />