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' 1� f <br /> �. The Cab Company shall strive to achieve the highest level of on-time customer <br /> service, including: <br /> ��A. The Cab Company shall have as a goal no (0%)trip denials. <br /> � B. The Cab Company shall schedule all trips within one (1)hour before or after <br /> the requested trip times. (Trips scheduled more than one (1)hour before or after <br /> the requested trip times shall be considered to be denied trips.) <br /> ��C. The Cab Company shall have as a goal no (0%) missed trips. A missed trip is <br /> defined as any trip which is scheduled but not provided as a result of the Cab <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 Cab Company shall have as a goal at least ninety-five percent (95%) <br /> on-time performance. <br /> �E. The Cab Company shall strive to pick-up Operation Uplift riders no more than <br /> fifteen(15) minutes before or fifteen (15) minutes after the scheduled pick-up <br /> times. (Trip pick-ups that are more than fifteen(15) minutes before or after the <br /> scheduled pick-up times shall not be considered to be on-time pick-ups.) <br /> .�F. The Cab 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 Cab Company shall avoid any undue delay, either at the point of pickup or <br /> enroute, and no trip for any rider shall exceed one (1)hour in travel time. <br /> Q'10. The Cab Company shall accept requests for trip reservations from Operation Uplift <br /> 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 /> �YC. 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 /> - 5 - <br />