R2020-183 Resolution Authorizing Execution of an Agreement for Management and Operation of City of Decatur Public Transit Services with MV Transportation, Inc.

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• Poor customer service as demonstrated by three or more validated complaints within a twelve- month rolling period. 7) Customer Service: CONTRACTOR's staff shall provide information and be sufficiently familiar with CITY DPTS services to answer questions. Sufficient staff shall be trained in all types of fare media sales to ensure expedited customer service. A minimum of one person must be available in the office to provide information during all hours of regular transit operation. If bus service is modified by CITY DPTS to begin earlier or to end later than currently scheduled, then the time period when customer service is available shall be expanded to correspond with current operating service hours. 8) Pass Sales: During the time periods that CONTRACTOR's customer service counter at DPTS is open, CONTRACTOR shall be required to sell transit passes, tickets and other fare media as directed by the City. CONTRACTOR shall prepare and provide City with a report of sales and deposits monthly, no later than the 10th working day of each month. CONTRACTOR shall deposit revenues collected Monday through Friday as directed by CITY. CONTRACTOR shall reimburse CITY for funds lost or for the value of fare media lost by CONTRACTOR. CITY, at its sole discretion,may conduct audits of CONTRACTOR'S books and records at any time. CONTRACTOR shall prepare daily, and end-of-day, reconciliation of transactions and deposits. CONTRACTOR shall submit copies of all deposit records, sales logs, summary of total sales and documentation that sales reconcile with month-end inventory of all fare media.All fare accounting and cash handling procedures proposed by CONTRACTOR shall be subject to CITY approval before implementation. 9) Customer Complaints. CONTRACTOR shall respond to and address customer complaints, within a timely manner. 10) Telephones: CITY will provide an operational telephone system. CONTRACTOR shall provide dispatch and/or reservationist personnel necessary to effectively respond to incoming calls at a quality and level consistent with customer demand, and in strict accordance with the operating days and hours set forth in the current bus schedule or any revisions thereto. Scheduled and unscheduled absences should also be considered to ensure adequate staffing levels even when employees are on leave or call in sick. 11)Uniforms. CONTRACTOR shall ensure that all employees are professional in their dress and appearance. Employees shall be in uniform acceptable to CITY. 12) Training Program: Appropriate, effective and ongoing training for CONTRACTOR employees and subcontractors is of critical importance. The CONTRACTOR must develop a detailed Training Program that complies with the requirements set forth herein. This plan must be approved by CITY prior to start-up and must be updated (subject to CITY approval) on an annual basis. The CONTRACTOR, in accordance with DPTS policies and procedures and APTA standards, best practices and Federal and State regulations and standards, shall develop and implement an ongoing comprehensive training and certification plan (Training Plan) for employees who are providing Services including, but not limited to, all craft and management employees.