PERFORMANCE OUTCOMES. a. On-time performance, measured by arriving within a thirty (30) minute timeframe from the scheduled pick-up or drop-off time (from fifteen (15) minutes before the scheduled pick-up/ drop-off time to fifteen (15) minutes after the scheduled pick-up/drop-off time). b. Trip Time: Passenger trip times shall not exceed forty-five (45) minutes to or from their destinations. Trip times are subject to traffic and road conditions. c. Missed pick-ups or drop-offs: CONTRACTOR shall not miss more than two (2) scheduled pick-ups or drop-offs per region per month. d. A passenger satisfaction survey shall be developed to measure passenger satisfaction with these services. Ninety percent (90%) or higher rider satisfaction with Transportation Services is expected. This may include, but not be limited to, customer service satisfaction, timeliness of dispatchers answering/returning phone calls, pick-up/drop-off punctuality, trip time, treating riders with courtesy and respect, and sensitivity to language/cultural needs. e. Other measures that shall be developed in partnership with County. f. Develop, in conjunction with County, additional ongoing performance measures/outcomes or program's target goals.
Appears in 3 contracts
Sources: Non Emergency Transportation Services, Contract for Non Emergency Transportation Services, Non Emergency Transportation Services
PERFORMANCE OUTCOMES. 29 a. On-time performance, measured by arriving within a thirty (30) minute timeframe from 30 the scheduled pick-up or drop-off time (from fifteen (15) minutes before the scheduled pick-up/ drop-off 31 time to fifteen (15) minutes after the scheduled pick-up/drop-off time).
32 b. Trip Time: Passenger trip times shall not exceed forty-five (45) minutes to or from their 33 destinations. Trip times are subject to traffic and road conditions.
34 c. Missed pick-ups or drop-offs: CONTRACTOR shall not miss more than two (2) 35 scheduled pick-ups or drop-offs per region per month.
36 d. A passenger satisfaction survey shall be developed to measure passenger satisfaction 37 with these services. Ninety percent (90%) or higher rider satisfaction with Transportation Services is 1 expected. This may include, but not be limited to, customer service satisfaction, timeliness of 2 dispatchers answering/returning phone calls, pick-up/drop-off punctuality, trip time, treating riders with 3 courtesy and respect, and sensitivity to language/cultural needs.
4 e. Other measures that shall be developed in partnership with County.
5 f. Develop, in conjunction with County, additional ongoing performance 6 measures/outcomes or program's target goals.
Appears in 1 contract
Sources: Transportation Agreement