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of charges shall be considered. The Contractor shall review the process used to pay contractors. <br /> The procedures used to review and verify contractor billings shall also be examined. In <br /> conjunction with this activity, the Contractor shall examine the process and approach used for <br /> bidding for contractor services. <br /> Procedures used to monitor contract compliance and the provision of service shall also be <br /> reviewed. Monitoring that is done both in-house and by the contractors shall be considered. The <br /> Contractor shall meet with and ride with road supervisors or other staff involved in on-street <br /> monitoring. The Contractor shall also examine records of"desk audits"of contractors and <br /> consider documentation of compliance with requirements such as: <br /> ♦ Employee hiring and pre-employment checks and qualifications; <br /> ♦ Driver training; <br /> ♦ Vehicle specification, condition, and maintenance; and <br /> ♦ Insurance. <br /> The Contractor shall also meet with staff that handles and responds to customer comments and <br /> complaints. The Contractor shall review the complaint handling process, examine selected <br /> recent files, and develop information about the timeliness and completeness of the process. <br /> Current tabulations of types of complaints shall be reviewed. The link between complaint <br /> reviews and service monitoring shall be considered. <br /> Finally,the Contractor shall gather information about the process used to budget for and fund the <br /> service. Budget worksheets for the most recent fiscal year shall be reviewed. The data <br /> considered in estimating demand for the next year and in estimating costs shall be noted. The <br /> current sources of funding for the service shall also be identified and other sources of funding <br /> that might be available shall be discussed. <br /> Task 6. Interview Selected Riders and Agencies <br /> After the first week on-site, additional input shall be sought from riders, agencies, and advocates. <br /> The Contractor shall call a minimum of 30 riders and local program staff to get additional input <br /> on service policies and performance. Riders shall be selected randomly from recent trip records. <br /> A combination of regular riders as well as new and infrequent riders shall be contacted. The <br /> Contractor shall also contact the managers or transportation coordinators at programs served by <br /> Operation Uplift. <br /> The Contractor shall first ask about service policies and whether or not riders and advocates feel <br /> that the program, as designed, addresses their needs. The perceived availability of service for <br /> specific types of trips and for various times and areas shall be noted. Second the Contractor shall <br /> ask for information about the quality of service and their experiences using the service. These <br /> questions shall focus on things such as telephone access to reservations and customers <br /> service/dispatch, acceptance and scheduling of trip requests, on-time performance,travel times, <br /> professionalism and performance of employees,vehicle condition, and responsiveness to <br /> comments and complaints. <br /> Decatur Public Transit System j$ Paratraruit Planning Study Agreement <br />