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The Contractor shall also sit in dispatch for half of the day(the morning and afternoon peaks) ��!, <br /> and record how trip requests are handled and how trips are dispatched. Given that there are two �' <br /> t�i providers, particular attention shall be given to whether each company takes all trips , <br /> requested or if some trips are referred to the other provider. The Contractor shall also determine ' <br /> if some wheelchair users who are able to transfer to a taxi vehicle are served and the typical , <br /> number of these riders. <br /> A sample set of completed driver trip sheets and dispatch logs shall also be copied to allow for <br /> calculations of response times, on-time performance,and on-board travel time. <br /> Particular attention also shall be given when observing taxi operations to dispatch control, the <br /> timeliness of the assignment of trips to operators and operator response to trips that are <br /> dispatched. Attention shall also be given to the processes used to handle no-shows. In taxi- <br /> based operations it is often important to have strict procedures for verifying that operators are at <br /> the correct locations and aze waiting the required time for customers to board the vehicles. <br /> The Contractor shall observe how"Where's my ride?" calls are handled. The Contractor shall sit <br /> with the dispatchers and listen-in on calls from customers asking for updates on vehicle arrival <br /> times, or asking/commenting on other issues. A record of all calls observed and key issues shall <br /> be kept. The Contractor shall also discuss typical problems with staff who aze performing this <br /> function and with managers about the staffing and functioning of this portion of the operation. <br /> Finally, while at the taxi operation center,the Contractor shall conduct random inspections of <br /> vehicles, driver personnel records, and vehicle maintenance records. <br />, Task 5. Review of Program Management, Funding, Billing, Reporting, and <br /> Service Monitoring <br /> The fifth day of the first week on-site shall be spent reviewing overall program management by <br /> DPTS and gathering information about the procedures use to: <br /> ♦ Verify that service was provided; <br /> ♦ Monitor contractor performance and service quality; <br /> ♦ Verify contractor billings and process contractor payments; <br /> ♦ Develop service reports; and <br /> ♦ Budget for and fund the service. <br /> The Contractor shall meet with and interview the DPTS Administrator or other staff involved in <br /> these functions. <br /> The information collected by and submitted by contractors shall be studied. This shall include <br /> information that is provided on driver and dispatch logs combined with rider completed forms <br /> and any other documentation.from operators and dispatchers. The processes used to check this <br /> service information against the approved rider list and to verify the accuracy and appropriateness <br /> Decatur Public Transit System 14 Paratransit Planning Study Agreement <br />