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C. The Livery Company shall have as a goal no (0%)missed trips. A missed trip <br /> is defined as any trip which is scheduled but not provided as a result of the Livery <br /> Company's actions, or any trip whose actual pick-up time is more than one (1) <br /> hour after the scheduled pick-up time. <br /> D. The Livery Company shall have as a goal at least ninety-five percent (95%) <br /> on-time performance. <br /> E. The Livery Company shall strive to pick-up Operation Uplift riders no more <br /> than fifteen(15)minutes before or fifteen (15)minutes after the scheduled pick- <br /> up times. (Trip pick-ups that are more than fifteen (15)minutes before or after <br /> the scheduled pick-up times shall not be considered to be on-time pick-ups.) <br /> F. The Livery Company shall strive to pick-up Operation Uplift riders who have <br /> requested "will-call" return trips no more than forty-five(45)minutes after the <br /> rider calls for the return trip. (Trip pick-ups that are more than forty-five (45) <br /> minutes after the rider calls for the "will-call"return trip shall be considered to be <br /> late pick-ups. Trip pick-ups that are more than ninety(90)minutes after the rider <br /> calls for the"will-call"return trip shall be considered to be missed trips.) <br /> G. The Livery Company shall avoid any undue delay, either at the point of <br /> pickup or enroute, and no trip for any rider shall exceed one(1)hour in travel <br /> time. <br /> 10. The Livery Company shall accept requests for trip reservations from Operation <br /> Uplift participants with the following limitations: <br /> A. Trip reservations shall be accepted on a next day basis (not 24 hours in <br /> advance) and trips may be scheduled more than one (1) day in advance. <br /> B. Requests for open"will-call"return trip reservations shall only be accepted for <br /> medical appointments or other trips where the return pick-up time can not be <br /> reasonably predicted. "Will-call"return trip reservations shall be discouraged. <br /> C. Same-day trip reservations or add-on trips shall only be allowed in very <br /> limited cases, such as to have prescriptions filled following medical appointments. <br /> D. A pick-up time shall not be scheduled for less than forty-five (45)minutes <br /> following the last drop-off time for the same rider. <br /> 11. The Livery Company shall provide a means to receive and shall accept requests for <br /> trip reservations from Operation Uplift participants between the hours of 8:00 AM and <br /> 5:00 PM, including on any day prior to a day that Operation Uplift is scheduled to be in <br /> service (i.e. requests must be accepted on Sundays and holidays). <br /> - 5 - <br />