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Contract - Star Shuttle - 8/27/2020CITY OF ROUND ROCK AGREEMENT FOR ADA PARATRANSIT SERVICES WITH STAR SHUTTLE, INC. This Agreement the "Agreement") i'@s made as of this gat day of the month of 2020 by and between Star Shuttle, Inc., with offices at 1343 Hallmark Drive, San toniipo, Texas 78216 ("Star Shuttle"), and the City of Round Rock, Texas, a homemrule municipal corporation, with offices at 221 East Main Street, Round Rock, Texas 78664 (the "City"). RECITALS0 : WHEREAS, the American with Disabilities Act of 1990 (ADA) requires public entities who operate non-commuterfixed route transportation services to provide complementary paratransi'ot service; and WHEREAS, Paratransit Bus Service shall consist of feeder service to an accessible fixed 0 route, where such service enables the individual to use the fixed route bus system for a part of the trip, and curb -to -curb shared ride bus service within the City limits; and WHEREAS, City desires to contract with a vendor to perform ADA Complementary Paratransit Bus Service (the "Service"), for full turnkey services, in cluding all necessary administration, equipment, facilities, maintenance and personnel to operate and maintain said Service; and WHEREAS, such Service shall consist of feeder service to an accessible fixed route, where such service enables the individual to use the fixed route bus system for a part of the trip, and curb -to -curb shared ride bus service within the City limits; an WHEREAS, such Service shall be available to R111111)und Rock residents who are unable to ride or disembark from any fixed route vehicle or any individual whose specific disability makes it impossible for them to travel independently all or some of the time on a fixed route; and WHEREAS, City has issued its "Request for Proposals99 (the "RFP") for the provision of said Service, and City has selected the proposal submitted by Star Shuttle (the "Proposal attached as Exhibit "A" hereto and incorporated herein by reference; and WHEREAS, the parties desire to enter into this Agreement to set forth in writing their respective rights, duties, and ob1i*gati*ons* NOW THEREFORE, WITNESSETH. That for and in consideration of the mutual promises and covenants contained herein and other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the parties agree as follows: 00449702/ss2 V400 2,024"� SECTION 1 CONTRACT DOCUMENTS 1,01 Contract Documents. The following shall comprise the Contract Documents (collectively the "Agreement"): (i) City of Round Rock Agreement for ADA ParatranstiServices with Star Shuttle, Inc.; (ii) Request for Proposals and all Attachments to the Request for Proposals (Exhibit 46A")o 9 (1*1010) Star Shuttle's Proposal (Exhibit "B"); 0 (iv) Pricing (Exhibit "C"); and (v) Ci*ty's executed "Cost or Price Analysis (Reasonableness) Form (Exh1*b1*t"D"),, The Exhibits ("A" through "D"), together with this Agreement, comprise the total Agreement and they are fully a part of this Agreement as if repeated herein in full. The intent of these documents set forth above are to cumulatively formulate an Agreement listing the responsibilities of both parties as outlined in the RFP and as offered by Star Shuttle in its Proposal i*n response to the RFP. SECTION 2 SCOPE OF WORK 2.1. Scope of Work. Star Shuttle agrees to provide to the City certain herein-described services during the term of this Agreement, such services to be delivered pursuant to the terms 0 and conditions of this Agreement and pursuant to Exhibit "A" (RFP) and Exhibit "B" (Proposal). 2.2. Services and Pricing All -Inclusive. The pricing del*neated in this Agreement i*n Exhl*bl*t "C" (the "Pricing") shall include all products, services, equipment, goods, services, labor, training, maintenance, warranties and guarantees, programs, and the like. SECTION 3 EFFECTIVE DATE; COMMENCEMENT DATE,, TERM; RIGHT OF REVIEW 3.1. Effective Date. This Agreement shall be effective on the datel"t has been signed by both parties hereto, and shall remain iinfull force and effect unless and untl it expires by operation of the term stated herein, or until terminated or extended as provided herein. 3.2. Term. The term of this Agreement shall be for sixty (60) months from the Effective Date hereof. 3.2.1. The City has the right to extend this Agreement i*n order to require Star Shuttle to perform any or all elements of service required hereunder, and such extension of this Agreement shall be for a period not to exceed one hundred twenty (120) days following expiration of the Agreement. Such extension shall be effectuated by the City giving Star Shuttle wrtteninotice of extension, and the pricing set forth 0 in 2 this Agreement shall apply to any 120mday extension period effectuated by this provision. 3.2.2, Star Shuttle expressly acknowledges that the Service is vital to the City, and shall be continued without interruption. Therefore, upon expiration of this Agreement in any form or manner, the City or another successor entity may continue the Service. In that event, Star Shuttle expressly acknowledges and agrees to use best efforts to cooperate and effectuate an orderly and efficient transition to a service provided by the City or another successor entity,, 3.3o Right of Review. The City reserves the right to review Star Shuttle's provision of and services at any time during the term, and may elect to terminate this Agreement with or without cause or may elect to continue. By way of illustration and not limitation, the City may review as a consideration for continuation the following: performance, pricing, continued need, and substantial advancements in technologies and/or services. SECTION 4 SERVICES TO BE PERFORMED BY STAR SHUTTLE 4*1 Services to be Performed. The City and Star Shuttle shall have the respective rights and obligations set forth in Exhibit "A" and Exhibit "B." Star Shuttle shall provide the Service, and all related necessary service i*n accordance with the terms and provisions set forth i*n Exhibits "A" and "B" to this Agreement,, Star Shuttle shall fully and timely provide all deliverables described herein and in Star Shuttle's offer or proposal i*n strict accordance with the terms, covenants and conditions of this Agreement and all applicable federal, state and local laws, rules and regulations. SECTION 5 PRICING, INVOICING AND PAYMENT 5.1. Pricing. The partesihereby agree that the Pricing shall be as delineated in Exhl"bl"t "C". The City shall be authorized to pay Star' Shuttle an amount not -to -exceed Five Million Two Hundred Seventy Thousand and No/100 ($5,270,000.00) during the term of this Agreement. 5.2. Prices Firm. Prices shall be firm for the duration of this Agreement or renewal/extension 0 periods except as provided for by Section 5.2.1 entitled "Price Adjustments." Star Shuttle shall not exceed the price of the Agreement without express prior written approval of the City. No separate line item charges shall be permitted for either proposal or invoice purposes, which shall include equipment rental and costs associated with obtaining permits or any other extraneous charges. 5.2.1, Price Adjustments. The City may consider adjustments to the Cost for fuel increases or decreases or added governmental requirements related to Homeland Security. The City and Star Shuttle shall agree to adjust fuel cost up or down based on the US Department of Energy Information Administration Weekly Retail On -Highway Diesel Fuel Prices Index. 3 Is 0 i. Any price increase requested by Star Shuttle shall be in writing and accompanied with the appropriate index documentation to justify the change at least seven (7) days 0 prior to requested effective date. ii. All price increases are subject to City approval before they become effective. iii. The City shall notify Star Shuttle of intent to decrease price with appropriate index documentation and,- a letter stating same. Fuel price used at commencement of Service shall be that of the indexed rate on the date of contract signing. The link to the referenced index is: htips://www.e*ia,,gov/petroleum/lasdiesel/ 5.2.2 Revenue Hours. The Revenue Hours and shall do amendment to the Agreement. City may desire to increase or decrease the number of so with a minimum of 30mday notice to Star Shuttle and i. Changes to Cost and/or Firm Hourly Rate resulting from changes to the number of Revenue Hours will be negotiated i*n accordance with the specifications herein not to exceed 25%. ii. In the event that City and Star Shuttle do not arrive at a Firm Hourly Rate adjustment at any time Agreement, the City may use another entity to perform the required 'D service and charge Star Shuttle the difference in price. Is 5.3. Invoicing and Payment,, Star Shuttle shall submit one (1) original invoice by the tenth (loth) calendar day of each month for services rendered during the previous calendar month i*n accordance with the terms and conditions set forth I*n Exhibit "A." SECTION 6 PROMPT PAYMENT POLICY 6*1. In accordance with Chapter 225 1, V.T.C.A., Texas Government Code, any payment to be made by the City to Star Shuttle shall be made within thirty (30) days of the date the City receives goods under this Agreement, the date the performance of the services under this 10 Agreement are completed, or the date the City receives a correct invoice for the goods or services, whichever i*s later. Star Shuttle may charge interest on an overdue payment at the "rate in effect" on September 1 of the fiscal year i*n which the payment becomes overdue, in accordance with V.T.C.A., Texas Government Code, Section 2251.025(b). This Prompt Payment Policy does not apply to payments made by the City I*n the event: 6.1.1. There is a bona fide dispute between the City and Star Shuttle, a contractor, subcontractor, or supplier about the goods delivered or the service performed that causes the payment to be late; or 6.1.2. There is a bona fide dispute between Star Shuttle and a subcontractor or between a subcontractor and its supplier about the goods delivered or the service performed that causes the payment to be late; or 4 6.1.3. The terms of a federal contract, grant, regulation, or statute prevent the City from making a timely payment with federal funds; or 6.1.4. The invoice is not mailed to the City in strict accordance with any instruction relating to the payment. SECTION 7 LIQUIDATED DAMAGES 7.1. Liquidated Daman. Star Shuttle must always strive to provide service in a manner which maximizes the safety, customer service, image, and efficiency. In cases where Star Shuttle does not meet the performance standards listed below, Star Shuttle will be given the opportunity to demonstrate that the failure could not reasonably have been prevented. Failures caused by natural disasters or extreme and unusual weather or traffic conditions will be considered non -preventable. Any such claim must be supported by adequate documentation in Star Shuttle's daily Driver or Dispatch Log. If the City determines that the failure was non - preventable, the liquidated damage will be waived. 7.2. Assessment of Damages. Star Shuttle's performance shall be evaluated quarterly by the City using monthly reports and other back-up documentation requested by the City. The liquidated damages below shall be assessed for any period when it is determined that Star Shuttle has not met the performance criteria of this Agreement. Deliverable Standard Liquidated Damages Comments Reports Contractor shall submit $100 per day per On Time accurate reports that are on occurrence time as outlined within the from the report due date, or Scope of Work from the time of CORR notification of an inaccuracy in a submitted report. On -time Contractor shall ensure a $500 shall be assessed for This is based on Performance minimum of 90% on -time each the 30- minute performance based on a month where on -time pickup window. calendar month. performance is below 90%. Customer Service Contractor shall have $500 per Continued failure Complaints no more than three complaint over of the Contractor preventable the standard of to provide this substantiated three per month. may result in the complaints in a month. termination of the contract. The City's decision to waive the assessment of any liquidated damages will in no way effect the City's right to assess a liquidated damage for a similar failure in the future and will in no way affect Star Shuttle's obligation to meet the associated performance standard. E SECTION 8 REPRESENTATIONS AND WARRANTIES 8.1. Star Shuttle's Representations and Warranties. 8.1.1. Authority. Star Shuttle hereby warrants and represents that I*t has all right, power and authority to execute and deliver this Agreement and perform its obligations hereunder. 8.1.2. Specific Warranty Services,, Star Shuttle hereby warrants and represents that any and all services provided by Star Shuttle pursuant to this Agreement shall be performed i*n a professional and workmanlike manner i*n accordance with generally accepted industry standards and practices, the terms, conditions, and covenants of this Agreement, and all applicable federal, state and local laws, rules or regulations. 8.1.2.1. Star Shuttle may not limit, exclude ordisclaim the foregoing warranty or any warranty implied by law, and any attempt to do so shall be without force or effect. 8.1.292. If Star Shuttle is unable or unwilling to perform its services in accordance with the above-delineated standard as required by the City, then i*n addition to any other remedy available, the City may reduce the amount of services it may be required to purchase from Star Shuttle under the Agreement, and purchase conforming services from other sources. In such event, Star Shuttle shall pay to the City on demand the increased cost incurred by the City to procure such services from another source. 8.1.3. M10 iscellaneous Warranties,,, Star Shuttle hereby guarantees and warrants as follows: (I") that the Service shall comply with the spec ifications delineated herein and in all contract documents; and (1*1*) its employees shall have sufficient skill, knowledge, and training to properly and satisfactorily perform the services. 8.2. Cites Representations and Warranties. 8.2.1. Authority. The City hereby warrants and represents that it has right, power and authority to execute this Agreement and perform its obligations hereunder. 8.2.2. Services. The City hereby warrants and provided by the City pursuant to this professional and workmanlike manner. l$I represents that any and all services Agreement shall be performed in a SECTION 9 TERNIINATION 9.1. Termination for Convenience. The City shall have the right to terminate this Agreement, in whole or in part, at any time by written notice to Star Shuttle when i*t is in the CI*ty's best interest,, Star Shuttle shall be paid its costs, including contract close-out costs, and profit on work performed up to the time of termination. Star Shuttle shall promptly submiti'Dts termination claim to City to be paid to Star Shuttle. If Star Shuttle has any property i*n its possession belonging to the City, Star Shuttle will account for the same, and dispose of it i*n the manner the City directs. 9.2. Termination for Cause. Either party shall have the right to terminate this Agreement immediately by written notice to the other I*f the other party commits any material breach of any of the provisions of this Agreement. In the event of such termination (if such breach I*s by Star Shuttle), the City shall be relieved of any further obligations for payment to Star Shuttle other than as specified I*n Section 5. Either party shall have the right to remedy the cause for termination within forty-five (45) calendar days (or within such other time period as the City and Star Shuttle shall mutually agree, which agreement shall not be unreasonably withheld or delayed) after written notice from the non -causing party setting forth in reasonable detail the events of the cause for termination. 9.3. Procedures upon Termination. Notwithstanding anything herein to the contrary, the teof this Agreement shall not reli rmi*nation eve either party of any liability that accrued prior to such termination. Notwithstanding anything herein to the contrary, upon the termination of this Agreement all provisions of this Agreement shall terminate and: 9.3. 1. Star Shuttle shall (I*) immediately cease to provide services; (n) promptly deliver to the City any and all Proprietary Property of the City provided to Star Shuttle pursuant to this Agreement; and (1*1*1*) promptly deliver to the City a final invoice stating all fees and charges properly owed by the City to Star Shuttle for work performed by Star Shuttle prior to the termination. 9.3.2. The City shall (I*) immediately cease using the Star Shuttle System, and using any other Intellectual Property of Star Shuttle; (1*1*) promptly deliver to Star Shuttle any and all Proprietary Property of Star Shuttle provided to the City pursuant to this Agreement; and (iii) promptly pay any and all fees, charges and amounts properly owed by the City to Star Shuttle for work performed by Star Shuttle prior to the '6 termination. 9.3.3. Unlein ss the City and Star Shuttle have agreed to enter into a new agreement relating to the Service or have agreed to extend the term of this Agreement, Star Shuttle shall remove any and all Equipment or other materials of Star Shuttle iinstalledn connection with Star Shuttle's performance of its obligations under this Agreement. 7 9.4. No Compensation for Anticipated Performance after Termination. Following termination of any type, the parties expressly agree that Star Shuttle i'*s not entitled to compensation for services it would have performed under the remaining term of the Agreement, except as otherwise provided herein. SECTION 10 CONFIDENTIALITY 10.1. During the term of this Agreement and for a period of three (3) years thereafter, neither party shall disclose to any third person, or use for itself i*n any way for pecuniary gain, any Confidential or Private Information learned from the other party during the course of the negotiations for this Agreement or during the term of this Agreement. Upon termination of this Agreement, each party shall return to the other all tangible Confidential or Private Information of such party. Each party shall retain in confidence and not disclose to any third party any Confidential or Private Information without the other party's express written consent, except (I) to its employees who are reasonably required to have the Confidential or Private Information, (11) to its agents, representatives, attorneys and other professional advisors that have a need to know such Confidential Information, provided that such parties undertake in writing (or are otherwise bound by rules of professional conduct) to keep such information strictly confidential, and (III) pursuant to, and to the extent of, a request or order by any Governmental Authority, including laws relating to public records. 10.2. Texas Public Information Act. For purposes of this Agreement, Star Shuttle expressly acknowledges its understanding and agreement that the City 1'es subject to the Texas Public Information Act, and that the City's duties run in accordance. therewith. SECTION 11 INDEMNIFICATION AND LIMITED LIABILITY 11.1. Indemnification by Star Shuttle. Subject to Section 11.3, Star Shuttle hereby agrees to defend and indemnify the City and its affiliates, shareholders or other interest holders, managers, officers, directors, elected officials, employees, agents, representatives and successors, permitted assignees and each of their affiliates, and all persons acting by, through, under or i*n concert with them, or any of them (individually a "City Party" and collectively, the "City Parties") against, and to protect, save and keep harmless the City Parties from, and to pay on behalf of or reimburse the City Parties as and when incurred, any and all liabilities, obligations, losses, damages, penalties, demands, claims, actions, suits, judgments, settlements, costs, expenses and disbursements (including reasonable attorneys', accountants' and expert witnesses' fees) of whatever kind and nature (collectively, "Losses"), which may be imposed on or incurred by any City Party arising out of or related to (I*) any material misrepresentation, inaccuracy or breach of any covenant, warranty or representation of Star Shuttle contained i*n this Agreement, or (I"I'D) the willful misconduct of Star Shuttle, its employees or agents which result i*n death or bodily injury to any natural person (including third parties) or any damage tlo any reaor tangible personal property (including the personal property of third parties), except to the extent caused by the willful misconduct of any City Party, or (iii) any injury, death, loss, or damage to any person, tangible property, or facilities of any person or entity (including reasonable attorneys' fees and costs at trial and appeal) to the extent arising out of or resulting from the negligent wrongful acts 8 or omissions of Star Shuttle, its officers, employees, servants, affiliates, agents, Star Shuttles, or 10 underlying facility owners or from any person for whom it is in law responsible, or otherwise resulting from, arising iinconnecton with, or relating to its performance (including breach or failure thereto) under this Agreement. 11.2. Indemnification by City. Subject to Section 11.3, and to the extent permitted by law, the City hereby agrees as allowed by law to defend and indemnify Star Shuttle and its affiliates, shareholders or other interest holders, managers, officers, directors, employees, agents, representatives and successors, permitted assignees and all persons acting by, through, under or in concert with them, or any of them (individually a "Star Shuttle Party" and collectively, the "Star Shuttle Parties") against, and to protect, save and keep harmless the Star Shuttle Parties from, and to pay on behalf of or reimburse the Star Shuttle Parties as and when incurred, any and all Losses which may be imposed on or incurred by any Star Shuttle Party arising out of or i*n any way related to (I*) any material misrepresentation, inaccuracy or breach of any covenant, warranty or representati'oon of the City contained i n this Agreement, (i"i") the willful misconduct of the City, its employees, Star Shuttles or agents which result in death or bodily injury to any natural person (including third parties) or any damage to any real or tangible personal property (including the personal property of third parties), except to the extent caused by the willful misconduct of any Star Shuttle Party, or (*1010) any injury, death, loss, or damage to any person, tangible property, or facilities of any person or entity (including reasonable attorneys' fees and costs at trial and appeal) to the extent arising out of or resulting from the negligent wrongful acts or omissions of the City, its officers, employees, servants, affiliates, agents, Star Shuttles, or underlying facility owners or from any person for whom it is in law responsible, or otherwise resulting from, arising iinconnecton wiwith,or relating to its performance (including breach or failure thereto) under this Agreement. 11.3. Indemnification Procedures,, In the event any claim, action or demand ("Claim") in respect of which any party hereto seeks indemnification from the other, the party seeking iifii("Indemni*fied Party") shall give the party from whom indemnifi cation indemncatons sought ("Indemnifying Party") written notice of such Claim promptly after the Indemnified Party first becomes aware thereof; provided, however, that failure so to give such notice shall not preclude indemnification with respect to such Claim except to the extent of any additional or increased losses or other actual prejudice directly caused by such failure. The Indemnifying Party shall have the right to choose counsel to defend such Claim (subject to the approval of such counsel by the Indemnified Party, which approval shall not be unreasonably withheld, conditioned or delayed), and to control, compromise and settle such Claim, and the Indemnified Party shall have the right to participate in the defense at its sole expense,* provided, however, the Indemnified Party shall have the right to take over the control of the defense or settlement of such Claim at any time if the Indemnified Party irrevocably waives all rights to indemnification from and by the Indemnifying Party. The Indemnifying and the Indemnified Parties will cooperate in defense or settlement of any Claim, and neither party shall have the right to enter into any settlement agreement that materially affects the other party's material rights or material interests without such party s prior written consent, which consent will not be unreasonably withheld or delayed. SECTION 12 NOTICES 12,01. Any notices to be given hereunder shall be in writing, and shall be deemed to have been given (i) upon delivery, if delivered by hand, (ii) three business days after being mailed first class, certified mail, return receipt requested, postage and registry fees prepaid, or (i*i*i*) one business day after being delivered to a reputable overnight courier service, excluding the U.S. Postal Service, prepaid, marked for next day delivery, if the courier service obtains a signature acknowledging receipt, i"n each case addressed or sent to such party as follows: 1201 101 Notices to Star Shuttle: Star Shuttle, Inc. 1343 Hallmark Drive San Antonio, TX 78216 12. 1 .2 . Notices to the City: City of Round Rock, Texas City Attorney 221 East Main Street and to: 309 East Main Street Round Rock, TX 78664 Round Rock, TX 78664 Attention: City Manager Attention: Stephan L. Sheets SECTION 13 DISPUTE RESOLUTION 13,10 Informal Resolution* ti on. Upon the occurrence of anYiPdsute or disagreement between the parties hereto arising out of or in connection with any term or provision of this 0 Agreement, the subject matter hereof, or the interpretation or enforcement hereof (the "Dispute"), the parties shall engage in informal, good faith discussions and attempt to resolve the DiDispute.In connection therewith, upon written notice of either party, each of the parties will appoint a designated officer whose task I*t shall be to meet for the purpose of attempting to resolve such Dispute. The designated officers shall meet as often as the parties shall deem to be reasonably necessary. Such officers will discuss the Dispute. If the parties are unable to resolve the Dispute in accordance with this Section 13, and I*n the event that either of the parties concludes in good faith that amicable resolution through continued negotiation with respect to the Dispute i*s not reasonably likely, then the parties may mutually agree to mediation. Any costs and fees, other than attorneys' fees, associated with the mediation shall be shared equally by the parties. 13.2. No Arbitration. The City and Star Shuttle hereby expressly agree that no claims or disputes between the parties arising out of or relating to this Agreement or a breach thereof shall be decided by any arbitration proceeding, including without limitation any proceeding under the Federal Arbitration Act (9 USC Section I m14) or any applicable state arbitration statute. 1303 Prevailing Party In the event of any conflict, claim or dispute between Star Shuttle and the City affecting, arising out of or relating to the subject matter of this Agreement, the prevailing party shall be entitled to receive from the non -prevailing party all attorneys' fees. 10 Attorneys' fees shall be assessed by a court and not by a jury, and shall be included in any judgment obtained by the prevailing party. SECTION 14 NON -APPROPRIATION AND FISCAL FUNDING 14.1. This Agreement is a commitment of the City's current revenues only. It is understood and agreed that the City shall have the right to terminate this Agreement at the end of any of the City's fiscal years if the governing body of the City does not appropriate funds sufficient to purchase the services as determined by the City's budget for the fiscal year in question. The City may effect such termination by giving Star Shuttle a written notice of termination at the end of its then -current fiscal year. SECTION 15 GRATUITIES AND BRIBES 15.1. The City may, by written notice to Star Shuttle, cancel this Agreement without liability owed to Star Shuttle if it is determined by the City that gratuities or bribes in the form of entertainment, gifts, or otherwise were offered or given by Star Shuttle or its agents or representatives to any City officer, employee or elected representative with respect to the performance of this Agreement. In addition, Star Shuttle may be subject to penalties stated in Title 8 of the Texas Penal Code. SECTION 16 TAXES 16.1. The City is exempt from federal excise and state sales tax; therefore, tax shall not be included in any of Star Shuttle's charges. SECTION 17 TN,csITRANCF, 17.1. Star Shuttle shall meet or exceed all requirements set forth by the City's current Insurance Requirements ads delineated on the City's web site at the following link: https://www.roundrocktexas.gov/wp-content/uploads/2014/12/corr insurance 07.20112.pdf, and as set forth in Exhibit "A." SECTION 18 DESIGNATED REPRESENTATIVE FOR CITY 18.1. The City hereby designates the following representative authorized to act in its behalf with regard to this Agreement: Edna Johnson, Transit Coordinator 3400 Sunrise Road Round Rock, TX 78665 512-671-2869 eiohnsonAroundrock.tx.us v SECTION 19 RIGHT TO ASSURANCE 19.1. Whenever either party to this Agreement, i*n good faith, has reason to question the other party's intent to perform hereunder, then demand may be made to the other party for written assurance of the intent to perform. In the event that no written assurance is given within the reasonable time specified when demand is made, then and 1"n that event the demanding party may treat such failure as an anticipatory repudiation of this Agreement. SECTION 20 DEFAULT 20.1 Star Shuttle shall be declared in default of this Agreement I*f I*t does any of the following: 2091 *1. Fails to make any payment in full when due; 20.1.2. Fails to fully and timely perform any of its material obligations hereunder; 20.1.3. Fails to provide adequate assurance of performance under the "Right to Assurance" section herein; or 20.1.4. Becomes insolvent or seeks relief under U.S. bankruptcy laws. SECTION 21 MISCELLANEOUS PROVISIONS 21.1. Assignment and Deleaation. This Agreement shall be binding upon and inure to the benefit of the City and Star Shuttle and their respective successors and assigns; provided, however, that no right or interest I'*n this Agreement shall be assigned and no obligation shall be delegated by Star Shuttle without the prior written consent of the City,, Any attempted assignment or delegation by Star Shuttle shall be void unless made i*n conformity with this Section 21.1. This Agreement i*s not intended to confer rights or benefits on any person, firm or entinot a party hereto, ityt being the express intention of the parties that there be no third party beneficiaries to this Agreement. 21.2. Independent Contractor Relationship of Star Shuttle and the City. Nothing in this Agreement shall create, or be deemed to create, a partnership, joint venture or the relationship of principal and agent or employer and employee between the parties. The relationship of Star Shuttle to the City shall be that of independent contractor, and nothing contained I*n this Agreement shall create the relationship of principal and agent or otherwise permit either party to incur any debts or liabilities or obligations on behalf of the other party (except as specifically provided herein). 21.3. Audit Rights. Each of the parties hereto shall have the right to audit the books and records of the other party hereto (the "Audited Party") solely for the purpose of verifying the payments, if any, payable pursuant to this Agreement. Any such audit shall be conducted upon not less than seventy-two (72) hours' prior notice to the Audited Party, at mutually convenient 12 times and during the Audited Party's normal business hours,, Except as otherwise provided i*n this Agreement, the cost of any such audit shall be borne by the non -Audited Party,, In the event any such audit establishes any underpayment of any payment payable by the Audited Party to the non -Audited Party pursuant to this Agreement, the Audited Party shall promptly pay the amount of the shortfall, and i*n the event that any such audit establishes that the Audited Party has underpaid any payment by more than twenty-five percent (25%) of the amount actually owing, the cost of such audit shall be borne by the Audited Party. In the event any such audit establishes any overpayment by the Audited Party of any payment made pursuant to this Agreement, the non -Audited Party shall promptly refund to the Audited Party the amount of the excess. 21.4. Force Maj*eure,,, Neither party will be liable to the other or be deemed to be in breach of this Agreement for any failure or delay i*n rendering performance arising out of causes beyond its reasonable control and without its fault or negligence. Such causes may include, but are not limited to acts of God or the public enemy, terrorism, significant fires, floods, earthquakes, epidemics, quarantine restrictions, strikes, freight embargoes, or Governmental Authorities approval delays which are not caused by any act or omission of Star Shuttle, and unusually severe weather. The party whose performance i*s affected agrees to notify the other promptly of the existence and nature of any delay, and mitigation is required. 21.5. Entire Agreement. This Agreement represents the entire agreement between the parties, and there are no other agreements (other than invoices and purchase orders), whether written or oral, which affect its terms. This Agreement may be amended only by a subsequent written agreement signed by both parties, duly authorized for the C*ItYYbaction of the governing body or city manager, and for Star Shuttle by the entity with legal authority to bind it. 21.6. Severabi11*ty. If any provision of this Agreement I*s held by any court or other competent authority to be void or unenforceable i*n whole or part, this Agreement shall continue to be valid as to the other provisions thereof and the remainder of the affected provision. 21.7. Waiver. Any waiver by either party of a breach of any provision of this Agreement shall not be considered as a waiver of any subsequent breach of the same or any other provision thereof. 21.8. Construction. Except as expressly otherwise provided in this Agreement, this Agreement shall be construed as having been fully and completely negotiated and neither the Agreement nor any provision thereof- shall be construed more strictly against either party. 21.9. Headings. The headings of the sections contained in this Agreement are included herein for reference purposes only, solely for the convenience of the parties hereto, and shall not i*n any way be deemed to affect the meaning, interpretation or applicability of this Agreement or any term, condition or provision hereof. 21.10. Execution and Counterparts. This Agreement may be executed i*n any number of counterparts, each of which when so executed and delivered shall be deemed an original, and such counterparts together shall constitute only one' instrument. Any one of such counterparts 13 shall be sufficient for the purpose of proving the existence and terms of this Agreement, and no party shall be required to produce an original or all of such counterparts in making such proof. 21.11. Covenant of Further Assurances. All parties to this Agreement shall, upon request, perform any and all acts and execute and deliver any and all certificates, instruments and other documents that may be necessary or appropriate to carry out any of the terms, conditions and provisions hereof or to carry out the intent of this Agreement. 21.12. Remedies Cumulative. Each and all of the several 0 rights and remedies provided for in this Agreement shall be construed as being cumulative and no one of them shall be deemed to be exclusive of the others or of any right or remedy allowed by law or equity, and pursuit of any one remedy shall not be deemed to be an election of such remedy, or a waiver of any other remedy. 21.13. Binding Effect. This Agreement shall inure to the benefit of and be binding upon each of the parties hereto and their respective executors, administrators, successors and permitted assigns. 21.14. Stop Work Notice. The City may issue an immediate Stop Work Notice in the event Star Shuttle i*s observed performing in a manner that is in violation of federal, state or local guidelines, or in a manner that is determined by the City to be unsafe to either life or property,. Upon notification, Star Shuttle will cease all work until notified by the City that the violation or unsafe condition has been corrected.. Star Shuttle shall be liable for all costsi"ncurred by the City as a result of the issuance of such Stop Work Notice. 21.15. Compliance with Laws. Notwithstanding anything herein to the contrary, nothing contained i*n this Agreement shall be construed to require the commission of any act contrary to law, and whenever there is a conflict between any term, condition or provision of this Agreement and any present or future statute, law, ordinance or regulation contrary to which the parties have no legal right to contract, the latter shall prevail, but i*n such event the term, condition or provision of thi'Ds Agreement affected shall be curtailed and limited only to the extent necessary to bring it within the requirement of the law, provided that such construction i4os consistent with the intent of the parties as expressed i*n this Agreement. 21.16. Chapter 2270 Requirement. In accordance with Chapter 2270, Texas Government Code, a governmental entity may not enterl'onto a contract with a company for goods or services unless the contract contains written verification from the company that lot: (1) does not boycott Israel* and (2) will not boycott Israel and will not boycott Israel during the term of this contract,, The signatory executing this Agreement on behalf of Star Shuttle verifies Star Shuttle does not boycott Israel and will not boycott Israel during the term of this Agreement. 21.17, No Third -Party Benefit. Nothing contained I*n this Agreement shall be deemed to confer any right or benefit on any Person who is not a party to this Agreement. 21.18. Applicable Law. This Agreement shall be governed by and construed i'*n all respects solely in accordance with the laws of the State of Texas, United States,. 14 21.19. Jurisdiction and Venue. This Agreement is performable i*n Round Rock, Texas, and any dispute arising out of or i*n connection with this Agreement shall be submitted to the exclusive juriand venue of the courts located isdi'*ctionn Williamson County, Texas, and both parties specifically agree to be bound by the jurisdiction and venue thereof. 21.20 Advertising. Star Shuttle shall not advertise or publish, without the City9 s prior written consent, the fact that the City has entered into this Agreement, except to the extent required by law. 21.21 Interpretation. This Agreement i*s intended by the parties as a final, complete and exclusive statement of the terms of their agreement. No course of prior dealing between the parties or course of performance or usage of the trade shall be relevant to supplement or explain any term used I*n the Agreement. Although the Agreement may have been substantially drafted by one party, I*t I*s the intent of the parties that all provisions be construed i*n a manner to be fair to both parties, reading no provisions more strictly against one party or the other. Whenever a term defined by the Uniform Commercial Code, as enacted by the State of Texas, i*s used i*n this Agreement, the UCC definition shall control, unless otherwise defined in this Agreement. [Signatures on the following page.] 15 IN WITNESS WHEREOF, the parties hereto have executed this Agreement on the dates indicated. STAR SHUTTLE, INC. y• Title:�'�� Date Signed: M- •� �-� CITY OF FOUND ROCK, TEXAS By: Name: Title: MA Date Signed: FOR CITY, ATTEST: By:1A Sara L. White, City Clerk FOR CITY, APPROVED AS TO FORM: By: A I �C4 Stephan Sheets, City Attorney In Exhibit "A" :K TEXAS City of Round Rock, Texas Purchasing Division 221 East Main Street Round Rock, Texas 78664-5299 www. roundrocktexas.gov REQUEST FOR PROPOSAL (RFP) AMERICANS WITH DISABILITIES ACT (ADA) PARATRANSIT SERVICES SOLICITATION NUMBER 20=007 JANUARY 2020 City of Round Rock FYh igLt •• A •• Americans With Disabilities Act (ADA) ParatransitS�YJi RFP 20mOO7 UPDATED Class/Item: 556mOO January 2020 ADA PARATRANSIT SERVICES PART I GENERAL REQUIREMENTS in PURPOSE: The City of Round Rock, herein after "the City" seeks proposals from firms experienced in IIIIIIIIIIIIII0 providing ADA paratransit bus services. 2. BACKGROUND: The City of Round Rock (CORR) is located 15 miles north of Austin in the Central Texas Hill Country and has an estimated population of 124,000 people. The CORR provides fixed -route bus services operated under an interlocal agreement with Capital Metropolitan Transit Authority (CMTA). The Americans with Disabilities Act (ADA) of 1990 (and as amended in 2008) requires fixed -route bus systems to provide complementary paratransit service to eligible persons who, because of a disability, are unable to use the fixed routes. The CORRi's seeking proposals from qualified firms to manage, operate, and deliver a fully functional turnkey ADA paratransit operation as outlined in this RFP, 36 4. SOLICITATION PACKET: Thais solicitation packet is comprised of the following: .............. . ....... . ........... . .... ...... . . . . . . . . . . . . .......... ..... ..... . .... . ....... ..... ....... . ................. !*� ............. *-..--.-.-.-..-...--...-..-.--.-..*, X:- ....... ......... ... . . ... ml .......... ....... .............. :'.*-.-*., .. ....... .......... .... Part I —General Requirements Pages) 2 — 5 Part II —Definitions, Standard Terms and Conditions and Insurance Requirements Page 6 Part III —Supplemental Terms and Conditions Page(s) 7 — 9 Part IV —Scope of Work Page(s) 10 —19 Part V ProPlosaPreparation Instructions and Evaluation Factors Pane(s) 20 — 23 Attachment A —Proposal Submittal Form and Execution Page 24 Attachment B —Reference Sheet Page 25 Additional Attachment Summary Page 26 Attachment C — Federally Required Contract Clauses Page 27 — 40 Attachment D — Government -Wide Debarment and Suspension (Non=procurement) Page 41 — 42 Attachment E — Certification and Restrictions on Lobbying & OMB Std. Form LLL Page 43-45 Attachment F — DBE Certification for Non -Rolling Stock Materials or Services Page 46 Attachment G —Cost Proposal Separate Attachment AUTHORIZED PURCHASING CONTACT: For questions or clarification of specifications, you may contact: Cheryl Kaufman Purchasing Supervisor Purchasing Division City of Round Rock Phoneme 512=218=5417 E-mail: ckaufman6woundrocktexasonoy The individual listed above is the " only" authorized contact person for this solicitation and may be contacted by e-mail for clarification of the specifications. No authority is intended or implied that specifications may be amended, or alterations accepted, prior to solicitation opening without written approval of the City of Round Rock through the Purchasing Division. City of Round Rock Americans With Disabilities Act (ADA) Paratransit RFP 20=007 UPDATED Class/Item: 556-00 January 2020 a14Lt "A" 5. SCHEDULE OF EVENTS: It is the City's intention to follow the solicitation timeline below. EVENT DATE - Solicitation released January 13, 2020 Optional Pre -Proposal meeting January 29, 2020 @ 2:00 PM CST Deadline for submission of questions February 3, 2020 @ 5:00 PM CST City responses to questions or addendums Approximately February 7, 2020 Deadline for submission of responses February 18, 2020 @ 3*:00 PM CST All questions regarding the solicitation shall be submitted in writing by 5:00 PM CST on the due date noted above. A copy of all the questions submitted and the City's response to the questions shall be posted on the City's webpage in the form of an addendum at httDs:-/./www,.roundrocktexas.gov/busi nesses/solicitati-ons. Questions shall be submitted in writing to the "Authorized Purchasing Contact'. The City reserves the right to modify these dates. Notice of date change will be posted to the City's website http:)f/'www.roundrocktexas.qov/bids, 6. SOLICITATION UPDATES: Respondents shall be responsible for monitoring the City's website at http://www,roundrocktexas.qov/bids for any updates pertaining to the solicitation described herein. Various updates may include addendums, cancellations, notifications, and any other pertinent information necessary for the submission of a correct and accurate response. The City will not be held responsible for any further communication beyond updating the website. 7. PRE -PROPOSAL MEETING: An optional pre -proposal meeting be conducted to fully acquaint Respondents with the scope of work, difficulties and/or restrictions inherent in the services specified. The pre -proposal meeting will be conducted on the date specified in PART I Section 5-Schedule of Events. A. Attendance at the pre -proposal meeting is optional. Respondents shall sign -in at the pre -proposal meeting to document their attendance. The pre -proposal meeting will begin at 2:00 PM CST at the following location: City Hall Chambers 221 E. Main St Round Rock, Texas 78664 B. Respondents are strongly encouraged to bring a copy of the solicitation document with them to the pre - proposal meeting. 8. RESPONSE DUE DATE: Signed and sealed responses are due at or before 3:00 PM, on the due date noted in PART I, Section 5 - Schedule of Events. Mail or hand deliver sealed responses to: City of Round Rock Attn: Cheryl Kaufman Purchasing Division 221 E. Main Street Round Rock, Texas 78664=5299 A. Sealed responses shall be clearly marked on the outside of packaging with the RFP Solicitation title, number, due date and "DO NOT OPEN". B. Facsimile or electronically transmitted responses are not acceptable. C. Responses cannot be altered or amended after opening. D. No response can be withdrawn after opening without written approval from the City for an acceptable reason. E. The City will not be bound by any oral statement or offer made contrary to the written proposal. City of Round Rock FaiikLt ��ll Americans With Disabilities Act (ADA) ParatransitSA RFP 20-007 UPDATED Class/Item: 556-00 January 2020 F. Samples and/or copies shall be provided at the Respondent's expense and shall become the property of the City. G. Receipt of all addenda to this RFP must, be acknowledged, signed, and included with the proposal response. H. Late Proosapls) will not be considered under any crcumsancesitand will be reurnetd unopened, if a return address is provided. 9. RESPONDENT REQUIREMENTS: The City of Round Rock makes no warranty that this checklist is a full comprehensive listing of every requirement specified in the solicitation. This list is only a tool to assist participating Respondents in compiling their final responses. Respondents are encouraged to carefully read the entire solicitation. A. Respondent shall submit one evident signed "Original" and two identical electronic copy of the RFP response on a flash drive. The submittal is required to include all addendums and requested attachments. The RFP response along with samples and/or copies shall'be provided at the Respondents expense and shall become the property of the City. B. This request for proposal (RFP) does not commit the City to contract for any supply or service. Respondents are advised that the City will not -pay for any administrative costs incurred in response of preparation to this RFP; all costs associated with responding to this RFP will be solely at the interested parties' expense. Not responding to this RFP does not preclude participation in any future RFP/RFQ/IFB, C. For your RFP submittal to be considered responsive, the attachments identified below shall be submitted with your proposal. o Addendumse, Addendums, may be posted to this solicitation. Respondents are required to submit signed addendums with their sealed response. The Respondent shall be responsible for monitoring the City's website at http.o//www.roundrocktexas.gov/bids for any updates pertaining to the solicitation. o Attachment An. PROPOSAL SUBMITTAL FORM AND EXECUTION: Failure to complete, sign, and return the proposal submittal form and execution with your offer by the deadline will result in the disqualification of your proposal, o Attachment Be. REFERENCE SHEET: Provide the name, address, telephone number and E-MAIL of at least three valid Municipal, Government agencies, or firms of comparable size that have utilized services that are similar in type and capacity within the last two years. City of Round Rock references are not applicable. References may be checked prior to award. If references cannot be confirmed or if any negative responses are received it may result in the disqualification of submittal. o Attachment Do. GOVERNMENT -WIDE DEBARMENT AND SUSPENSION (NON - PROCUREMENT) - sign and return o Attachment E: CERTIFICATION AND RESTRICTIONS ON LOBBYING AND OMB STANDARD FORM LLL (elf applicable): Note that this certificate requires a signature of notary. Obtain appropriate signatures and return with your response. - Attachment Fee DBE CERTIFICATION FOR NON -ROLLING STOCK MATERIAL OR SERVICES - Complete and return with your response. o Attachment Go. COST PROPOSAL- Complete and return with your response. 10, CONFIDENTIALITY OF CONTENT: As stated in Section 16 of City of Round Rock Purchasing Definitions, Standard Terms and Conditions, all documents submitted in response to a solicitation shall be subject to the Texas Public Information Act. Following an award, responses are subject to release as public information unless the response or specific parts of the response can be shown to be exempt from the Texas Public Information Act. Pricing is not considered to be confidential under any circumstances. City of Round Rock F�� if Americans With Disabilities Act (ADA) Paratransit'S�YViI�t A RFP 20wO07 UPDATED Class/Item: 556-00 January 2020 A. Information in a submittal that is legally protected as a trade secret or otherwise confidential must be clearly 'indicated with stamped, bold red letters stating "CONFIDENTIAL" on that section of the document. The City will not be responsible for any public disclosure of confidential information if itis not clearly marked as such. Be If a request is made under the Texas Public Information Act to inspect information designated as confidential, the Respondent shall, upon request from, the City, furnish sufficient written reasons and information as to why the information should be protected from disclosure. The matter will then be presented to the Attorney General of Texas for -final determination. 11, SUSPENSION OR DEBARMENT CERTIFICATION: The provisions of the Code of Federal Regulations 2 CFR part 180 suspension and debarment may apply to this agreement. The City of Round Rock is prohibited from contracting with or making prime or submawards,to parties that are suspended or debarred or whose principals are suspended or debarred from doing business with the Federal Government, State of Texas, or the City of Round Rock. 12, CERTIFICATE OF INTERESTED PARTIES: Section 2252.908 of the Texas Government Code requires the successful offeror to complete a Form 1295 "Certificate of Interested Parties" that is signed for a contract award requiring council authorization. The "Certificate of Interested Parties" form must be completed on the Texas Ethics Commission website, printed, signed and submitted to the City by the authorized agent of the Business Entity with acknowledgment that disclosure is made under oath and under penalty of perjury prior to final contract execution. Link to Texas Ethics Commission Webpage: https://www.eth ics, estate Axe us/whatsnew/elf info form1295.htm City of Round Rock aigL ••A•• Americans With Disabilities Act (ADA) Paratransit RFP 20=007 UPDATED Class/Item: 556wOO January 2020 PART II DEFINITIONS, STANDARD TERMS AND CONDITIONS, AND INSURANCE REQUIREMENTS 1. DEFINITIONS. STANDARD TERMS AND CONDITIONS: By submitting a response to this solicitation, the Respondent agrees that the City's Definitions, Standard Terms and Conditions, in effect at the time of release of the solicitation, shall govern unless specifically provided otherwise in a separate agreement or on the face of a purchase order. Said Definitions, Terms and Conditions are subject to change without notice. It is the sole responsibility of Respondents to stay apprised of changes. The City's Definitions, Standard Terms and Conditions can be viewed and downloaded from the City's website at: http ://wwvv,nq/ A. Where there is a conflict; Attachment C - Federally Required Contract Clauses will supersede City of Round Rock Definitions, Standard Terms, and Conditions. 2. INSURANCE: The Respondent shall meet or exceed all insurance requirements set forth in Standard Insurance Requirements. The City's Standard Insurance Requirements document can be viewed and downloaded from the City's website at: httgs://wwwroundrocktexas.gov/departments/purchasi ng/ City of Round Rock Americans With Disabilities Act (ADA) Paratransit RFP 20aw007 UPDATED Class/Item: 556mOO January 2020 a i��t "A" PART III SUPPLEMENTAL TERMS AND CONDITIONS in AGREEMENT TERM: The terms of the awarded agreement shall include but not be limited to the following: A. The term of the Agreement shall begin from date of award and shall remain in full force for sixty (60) months. B. Upon expiration of the contract term, the Contractor agrees to hold over under the terms and conditions of this agreement for such a period as is reasonably necessary to re -solicit and/or complete the project up to 120 days. 2. RESPONDENT QUALIFICATIONS: The City has established the following minimum qualifications. Respondents who do not meet the minimum qualifications will not be considered for award. The Respondent shall: A. Be firms, corporations, individuals, or partnerships normally engaged in ADA transportation services with history and experience in working with advanced reservation systems and ADA transportation requirements. B. Have adequate organizat04 ion, facilities, equipment and personnel to ensure prompt and efficient service to the City. C. -In order to confirm financial stability, the City may choose to review audited financial statements at any time throughout the RFP evaluation process. The Respondent shall provide two years audited financial statements, 'including any notes or supplemental schedules within 2 business days upon request. D. The Respondent shall include, in the proposal a list of all litigation the company or its principals have been involved in within the last three years. E. Be domiciled in or have a home office inside the United States. Respondents domiciled outside the United States, or not having a home office inside the United States will not be included for consideration in this RFP process. 3. SUBCONTRACTORS: Respondent shall not subcontract or otherwise ena;..,.3..ge subcontractors to perform required services. The City seeks to do business directly with a company experienced in providing ADA Paratransit Services. 4. SAFETYs:The City reserves the right to remove any employee from City property for violation of federal, state, and local health, safety and environmental laws, ordinances, rules and regulations. The Respondent shall: A. Ensure that all employees comply with all Occupational Safety and Health Administration (OSHA), State and City safety and occupational health standards and otherapplicable federal, state, and local health, safety, and environmental laws ordinances, rules and regulations in the performance of these services; B. Be held responsible for the safety of their employees and unsafe acts or conditions that may cause injury or damage to any persons or property within and around the work site. In case of conflict, the most stringent safety requirement shall govern; C. Indemnify and hold the City harmless from and against all claims*,* demands, suits, actions, judgments, fines penalties and liability of every kind arising from the breach of the Successful Respondents' obligations under this paragraph. 6. TRANSITIONING CONTRACTS A. The Incumbent Contractor must cooperatively participate in the transfer of this service to a new Contractor when applicable. No less than 45 days prior to a new Contractor starting, participation is necessary in meetings, transfer of records, access to property and other required information. City of Round Rock Americans With Disabilities Act DIIIIIIIIIIII Paratransit RFP 20-007 UPDATED Class/Item: 556mOO January 2020 a i�t "A" Be The above noted access shall be granted during normal hours of operation and with a reasonable amount of notice. A transition period is defined as a minimum of a 45mday period prior to the contract termination or expiration date. Incumbent Contractor shall participatein the smooth transition of service to a new provider in such a manner as to ensure the transition results in minimum service disruption to operations. 7. AGENCY OVERSIGHT & MANAGEMENT Contractor performance pursuant to this procurement will be managed by CORR. CORR will, among other responsibilities, conduct unannounced audits of preventative maintenance inspection (PMI.) performance. CORR may also conduct unannounced audits of Contractor's compliance with regards to drug & alcohol, driver training, and any data provided in reports. 8. POINT OF CONTACT / DESIGNATED REPRESENTATIVE: A. Contractor's point of contacts. In order to maintain consistent standards of quality work performed across the City, the City shall be provided with a designated and identified point of contact upon award of the contract to include contact information. The City's designated representative shall be notified by the Respondent immediately should the point of contact change. Be The City's designated representative: The City's designated representative shall be: Edna Johnson Transit Coordinator Transportation Department Phone: 5121111111111111111,671 w2869 E-mail: eiohnson@roundrocktexaas,.gov 9. PROTESTS AT THE FTA LEVEL: When the award is funded in part by Federal Transit Administration (FTA) funds, the vendor may appeal to the FTA pursuant to FTA Regulations. Protests made to the FTA will be limited to CORR failure to have followed its protest procedures, CORR failure to review a complaint or protest, or violations of Federal law or regulation. Any protest to the FTA must be made in accordance with the following guidelines: As' A protest must be filed with the FTA- no later than five business days after the protester learns or should have learned of an adverse decision by CORK or other basis of appeal to FTA. Be A protest to FTA must be filed in accordance with FTA Circular 4220.1 F as amended. Notify FTA: Agency staff must notify FTA. of protests involving FTA funded contracts in accordance with FTA Circular 4220.1 F and must keep FTA informed about the status of the protest. 10, CERTIFICATION OF DEBARMENT A. Unless otherwise permitted by law, any person or firm that is debarred, suspended, or voluntarily excluded, as defined in FTA Circular 2015.1, dated April 28, 1989, may not take part in any federally funded transaction, either as a participant or a principal, during the period of debarment, suspension, or voluntary exclusion. Accordingly, The City of Round Rock may not enter into any transaction with such debarred, suspended, or voluntarily excluded persons or firms during such period. Be A certification process has been established by 49 CFR Part 29, to ensure that debarred, suspended, or voluntarily excluded persons or firms do not participate in a federally assisted project (FTA Federal Clauses and Federal Certifications- Attachment Dw Govern ment=W*Ide Debarment and Suspension (Non -procurement). The inability to provide the required certification will not necessarily result in denial or -participation in a covered transaction. A person or firm that is unable to provide a positive certification, as required by this solicitation, must submit a complete explanation attached to the certification. FTA will consider the certification and any accompanying explanation in determining whether to provide assistance for the project. Failure to furnish a certification or an explanation may disqualify that person or firm from participating in the project. City of Round Rock Americans With Disabilities Act (ADA) Paratransit RFP 20w007 UPDATED Class/Item: 556-00 January 2020 11. RESTRICTIONS- ON LOBBYING as ig Lt "All A. As a recipient of federal funds, CORRis required to certify compliance with the influencing restrictions and efforts of Offeror to include federal officials regarding specific procurements in excess of $100,000 that must be disclosed pursuant to section 1352, Title 31, USCS Be The successful Offeror to this solicitation will be required to complete and submit to CORR the certification form entitled "Certification of Restrictions on Lobbying" (Attachment Em Certification and Restrictions on Lobbying) whether any lobbying efforts took place. If the successful Offeror did engage in lobbying activities, then OMB Standard Form LLL "Disclose of Lobbying Activities" must also be completed and submitted to CORK. C. All forms must be completed and submitted with the Offer. Failure to complete this certification shall render an Offer nonresponsive to this solicitation and will result in the rejection of the Offer. 12, DISADVANTAGED BUSINESS ENTERPRISE A. As a recipient of funding under Section 1101(b) of TEAm2l, 23 U.S.C. Section 101, our transit system must identify Disadvantaged Business Enterprise participation in all contracts which can be used to meet our overall obligation. For this reason, we require all Contractors, as a condition of being authorized to bid on this project, to certify (Attachment Fu DBE Certification for Non -rolling Stock materials* or Services) the level of Disadvantaged Business Enterprise participation which will be involved if he/she is awarded the contract for the project. Be Also required is a listing of the DBE firms from whom purchase of components or services is anticipated, pending award of this contract for items covered, in this procurement. Please indicate the type of items to be. purchased, an address, phone number and contact person for each Disadvantaged Business Enterprise as' well as the amount of purchases anticipated. 13, VETERANS PREFERENCE: Veterans Preference. As provided by 49 U.S.C. § 5325(k), to the extent practicable, the Recipient agrees and assures that each of its Subrecipients: A. Will give a hiring preference to veterans, as defined in 5 U.S.C. § 2108, who have the skills and abilities required to perform construction work required under a thirdmparty contract in connection with a Capital Project supported with federal assistance appropriated or made available for 49 U.S.C. chapter 53, and Be Will not require an employer to give a preference to any veteran over any equally qualified anplicant who is a member of any racial or ethnic minority, female, an individual with a disability, or a former employee. 14a PRICE ADJUSTMENTS: The City may consider adjustments to the Cost for fuel increases or decreases or added governmental requirements related to Homeland Security. A. The City and Contractor shall agree to adjust fuel cost up or down based on the US Department of Energy Information Administration Weekly Retail On -Highway Diesel Fuel Prices Index. in Any price increase requested by Contractor shall be in writing and accompanied with the appropriate index documentation to justify the change at least seven (7) days prior to requested effective date. iis All price increases are subject to City approval before they become effective. iii. The City shall notify Contractor of intent to decrease price with appropriate index documentation and a letter stating same. Fuel price used at commencement of Service shall be that of the indexed rate on the date of contract signing. - The link to the referenced index is: https://www,eia.gov/petroleum/-qasdiesel/ B. The City may -desire to increase or decrease the number of Revenue Hours and shall do so with a minimum of 30mday notice to the Contractor and amendment to the Agreement. is Changes to Cost and/or Firm Hourly Rate resulting from changes to the number of Revenue Hours will be negotiated in accordance with the specifications herein not to exceed 25%. iis In the event that City and Contractor do not arrive at a Firm Hourly Rate adjustment at any time throughout the duration of the Agreement, City may then use another Contractor to perform the required service and charge Contractor the difference. City of Round Rock Americans With Disabilities Act (ADA) Paratransit RFP 20mOO7 UPDATED Class/Item: 556-00 January 2020 a i ig Lt "All PART IV SCOPE OF WORK TABLE OF CONTENTS Section Descreiption 1 Introduction/Overview 2 Service Descrptioni 3 Types of Services Provided 4 Daily Operations 5 Service Hours 6 Fare Handloin and Reconciliation 7 Service Performance Indicators 8WVAMWEW� Workforce RequIrements & Staffaing 9 Vehicle Operators 10 Vehicle Operators & Frontline Staff Training 11 Accident or Sever Incident Procedure 12 Drug& Alcohol Program 13 Serveice,Administratwion & Reporting 14 Revenue Vehicles 15 Vehicle Maintenance 16 Lisquoldated Damages is INTRODUCTION/OVERVIEW The City of Round Rock (CORR), Texas is located 15 miles north of Austin in Central Texas Hill Country, with a population of around 116,000. CORR provides fixed -route bus services, operated under an Interlocal Agreement with Capital Metropolitan Transit Authority (CMTA). The Americans with Disabilities Act (ADA) of 1990 (and as amended in 2008) -requires fixed -route bus systems to provide complimentary paratransit service to eligible persons who, because of a disability, are unable to use the fixed routes. CORRis seeking proposals from qualified firms to manage, operate, and deliver a fully functional turnkey ADA Paratransit operation as outlined in this RFP. The U.S. Department of Transportation issued on March 13, 2015 Transportation for Individuals with Disabilities; Reasonable Modification of Policies and Practices 49 CFR Parts 27 and 37 effective July 13, 2015a It requires agencies to make reasonable modifications to policies, practices, and procedures to avoid discrimination and ensure that their programs are accessible to individuals with disabilities. It also states that there may be times when the Paratransit operator must provide assistance to those passengers who need assistance beyond the curb in order to use the service unless such- assistance would result in a fundamental alteration or direct threat. Responding contractors shall be knowledgeable and experienced at implementing this CFR as part of the service. CORR will claim FTA funds during the term of the contact to fund operational needs of the transit system. The Contractor must have a full understanding of the documentation required by FTA as a condition of receiving these funds, including Equal Employment Opportunity plan, Title VI policy, Drug & Alcohol Policy, Public Transportation Safety Plan, and other federally mandated requirements. 2. SERVICE DESCRIPTION The CORR Bus services operates Monday through Friday, excluding those Holidays listed in this RFP, from 6:30am to 8:00pm. The successful Contractor shall offer parallel paratransit service in alignment with CORR's fixed -route operations. The CORR ADA paratransit eligible region can be found on our website at www. rou nd rocktexas.gov/departments/transportation/pu blic-transportation/ada-paratransit-service CORR currently operates four paratransit wheelchair accessible vehicles for a total of forty-eight revenue hours per day providing an average of 20,000 passenger trips per year. CORK determines eligibility for this program and Paratransit service may be offered to passengers outside of the ADA service area on a limited basis, but all trips, will begin and end within the City's service area. City of Round Rock Americans With Disabilities Act (ADA) Paratransit RFP 20-007 UPDATED Class/Item: 556mOO January 2020 a i ij; Lt it A if The selected Contractor shall provide all the necessary requirements for the operation of the ADA Paratransit services, including, but not limited to: management, operations personnel, dispatching, reservations, supervisors, facilities, maintenance, insurance, record keeping and reporting, telecommunications and vehicles. CORR's goal is to provide the most efficient and cost-effective service without compromising quality,, The Respondent is encouraged to propose any alternatives to the Scope of Work contained herein to provide maximum efficiency utilizing best industry practices. The City will consistently refine the service delivery process to ensure that the highest possible quality of service is provided. Given the nature of this project, the City is seeking firms that will bring a positive attitude and significant paratransit management expertise to the program. The project may undergo revisions and modifications to operating and administrative requirements as it is implemented and developed. The City is looking for firms that will work cooperatively and to make recommendations about operational or process changes as they become apparent. The Contractor shall be open to change, development, and flexibility to achieve anintegrated, smoothly operating transportation service. The Contractor should view this project as a team effort and strive for decisions which result in a mutually beneficial outcome. 3. TYPES OF SERVICE-, PROVIDED C. Passengers: CORR passengers are the core of the service; therefore, customer service is paramount importance. The Contractor shall transport passenger with a safe, comfortable, clean and secure environment during all phases of their trips. The Contractor shall endeavor to provide the systematic approach necessary to provide reliable service with compassion and understanding, and provide the support services needed in maintenance, supervision, operations and administration to meet passenger's needs. The Contractor shall ensure that its employees respond to passenger inquires and requests in a positive, prompt, and appropriate manner. B. ADA Demand Response Trips: Contractor shall transport eligible passengers, passengers who may use a mobility device (transferrable and non- transferrable) and passengers with applicable service level (hand-to-hand, door-to-door, or curb -to -curb as specified) in accordance with the CORR ADA Complementary Paratransit Policies & Procedures found at www.roundrocktexas.cov/departments/transportation/public-transportation/ada-paratransit-service, and 'in the safest, most courteous, and efficient manner possible. C. Transfer Trips: Travel between other transportation service areas in the region may occur, requiring transfer between the various providers. D. Feeder -to -Fixed Routelrips, Passengers who have barriers getting to the fixed route service but can successfully ride fixed route service upon reaching an accessible zone or station may receive "feeder-to-fixed-route" service. Paratransit service will be provided to the passenger at either end of their fixed route trip, when required. E. Open Return Trips: Trips offered to provide flexibility to passengers who may not know an exact time of when their return trip will be needed. The trips shall be scheduled with an estimated, time before the day of service but may be rescheduled throughout the day of service per the passenger's request. F. Standby Trips: Trips provided *on the'same day as requested. The Contractor will provide standby trips only when excess capacity exists at the time of the request, when an error occurs in service that is no fault of the passenger, or when a passenger is stranded at a location other than their home. CORR reserves the right to grant other kinds of standby trips on a case -by -case basis. G. Cancel at Door: When the Vehicle Operator arrives at the pickup location (within the 30mminute window) and contacts the passenger and is informed that the passenger does not wish to travel or is not ready to board the vehicle within five minutes (i.e. attempting to board the vehicle). The Vehicle Operator will log this occurrence as a no-show and provide CORR a monthly "No -Show" report. City of Round Rock "All ll Americans With Disabilities Act (ADA) ParatransitS�YJilc��t A RFP 20wOO7 UPDATED Class/Item: 556-00 January 2020 4. DAILY- OPERATIONS A. Scheduling/Reservations: The Contractor will be responsible for receiving and scheduling all passenger requests for transportation and then coordinating the provision of services by scheduling trips as efficiently as practical. The reservation office will be available Monday -Friday, 8:00'am to 4:00pm, The Contractor will have a procedure in place for calls to be received during the weekend or on Holidays for next day service requests. B. Dispatch: On the same day of service, the Contractor will be responsible for coordinating on -time service among vehicle operators. Their primary obligation is to provide safe, excellent service to customers by attending to on time performance, productivity, same day service and driver requests for manifest adjustments. The Contractor shall maintain a dispatch function at its base to manage daily deployment and return of vehicles and vehicle operators. The Contractor's dispatch office shall be responsible for communicating directly with its vehicle operators regarding most., operational issues, to include: routing, location questions, passenger disruptions, accidents, incidents, and mechanical issues,, C. Transportation Supervisors: Transportation Supervisors serve a vital role in the overall provision of paratransit service. They provide support to the vehicle operators and Contractor operations. They are expected to immediately respond to major incidents and all accidents that occur in the field at all hours of the service day within thirty (30) minutes of being notified. CORK does not employ Transportation Supervisors and therefore must rely on Contractor supervisors for issues in the field. Transportation Supervisor tasks include (but are not limited to) accident/incident response, service monitoring,. public meeting support, site evaluations, incident investigations, and customer evaluations and complaints. The supervisors will work with vehicle operators and customers to solve behavior issues, accessibility for boarding vehicles, and other vehicle operator or customer related problems. The Contractori's required to have a Transportation Supervisor on duty during all hours that a vehicle operator is in service under this Contract. D. Vehicle Operators The vehicle operator shall ensure the passengers are picked up within the operating window listed on their manifest. If a vehicle operator arrives at a pick-up location early and the passenger is prepared and willing to depart early, the vehicle operator may do so. The vehicle operator is never allowed to pressure a passenger to leave before the thirty (30) minute operating window opens. If the vehicle operator is not going to arrive before the end of the next pick-up window oris more than 30 minutes ahead of schedule, the vehicle operator shall notify dispatch. Further clarification for training and other requirements for vehicle operators is outlined in the corresponding section of this solicitation. E. Manifest Reconciliation: Trip information for reporting purposes (i.e. odometer readings, pick up and drop off/pull-in and pull-out times, fare collected, passenger count, etc.)., and add -on trip information (including passenger name and pick up/drop off street addresses) will need to be accurately recorded by the either a mobile data device or paper driver logs., The vehicle operator shall communicate this information in detail for manifest reconciliation by the Contractor. It is the responsibility of the Contractor to reconcile all missing or incorrect data into scheduling and operations systems. F. Accident/Incident Response.: In the event of an accident, incident, or any other event which may cause .,a significant delay in service, the vehicle operator shall contact the Contractor dispatch immediately., Depending on the severity of the event, the Contractor's dispatch shall contact the proper authorities.. The Contractor Transportation Supervisors shall respond to the scene of every accident or incident. so SERVICE HOURS A. Service Hours.a. Service hours are. the basic measure for service levels and variable unit of compensation -in the Contract; the time a vehicle leaves from the gate/lot as scheduled for revenue service to the time it returns to the gate/lot and goes out of revenue service. Pre -trip and post -trip inspection time scheduled and unscheduled maintenance periods, and service interruptions are not included as part of service hours. Demand for service may increase or decrease over the term of the Contract. Due to the demand responsive nature of this system, the Contractor is not guaranteed a minimum or maximum number of service hours during the term of this Contract. City of Round Rock F��h "All Americans With Disabilities Act (ADA) ParatransitS�YJi�c��t A RFP 20wOO7 UPDATED Class/items. 556mOO January 2020 The Contractor is responsible for ensuring compliance with all applicable laws and regulations related to employee work times. Fueling time, vehicle breakdown time, employee drug, testing, and other non -revenue service -related times are not included in compensated service hours to the Contractor. B. Protected Revenue Hours: 4 The projected service hours are 48 hours per day, Monday through Friday, 6:00am to 8:00pm, based on the following: • 141nshour service day' 3 vehicles ` 253 operating days • 6amohour service day * 1 vehicle * 253 operating days C. Holiday Seryice: ADA paratransit service will operate on the same days and hours as Capital Metros fixed route service. No service will be provided on the following holidays and are subject to change according to Capital Metro's published fixed route holiday schedule • New Year's Day • Martin Luther King, Jr. • Memorial Day • Independence Day • Labor Day • Thanksgiving Day • Christmas Day The Contractor may request a reduced level of service on any other holidays not listed above. The request to reduce service must be provided to CORR two weeks prior to the holiday and must be approved in advance. 6. FARE HANDLING AND RECONCILIATION A. CORK determines and sets ADA Paratransit fares. Cash fares or multi -ride tickets are currently accepted for paratransit service, CORR reserves the right to introduce fareboxes and other technology for fare collection. Fares will be collected and processed into a consolidated revenue collection report to be deducted from contractor's monthly -invoice. B. The Contractor's Vehicle Operators are responsible for collecting or verifying a valid fare media from each passenger upon boarding. Contractors shall securely destroy all fare media collected once it has been reconciled. C. The Contractor shall submit a fare collection policy, prior to commencing service, on procedures to safeguard the fare revenues after award of contract and shall take reasonable precautions to ensure the integrity of the fare collection process,. 7. SERVICE PERFORMANCE& INDICATORS Performance measures are included in this Contract to provide the highest level of service possible. CORR will monitor the Contractor in its performance of the Contract to ensure adherence to all performance specifications. A. On -Time Performance: The standard shall be to maintain a minimum On -Time Performance rating of 90% or higher. "On time" is defined as when a passenger is picked up within the operating window. At the time of the initial trip request, the passenger (or individual requesting the trip),will. be informed what the operating window is. B. Missed Service/Late or Early Pickup: A missed trip is when the vehicle arrives outside of the pickup window and the rider does not take it. For example: A pick-up scheduled on the vehicle manifest is 10: 15, the operating window is between 10:00 and 10:30, Vehicles arriving at or before 9:59 are early, and the driver must wait while vehicles arriving at or after 10:30 are considered late. CORR requires the Contractor to maintain a missed trip percentage of less than 0s05%w C. Late/Early Pick0 up: If the vehicle arrives late or early and the rider elects to take the trip, it is considered a late pickup or early pickup. City of Round Rock FalgLt Americans With Disabilities Act (ADA) ParatransitSA RFP 20-007 UPDATED Class/Item: 556=00 January 2020 D. No Strand Policy: CORR. has a " no strand" policy in that if the Contractor takes a passenger to a destination and the passenger is not- ready for- the schedule pickup time, they cannot be left stranded there. Return service is provided as soon,as possible, but without a guaranteed on -time window. E. Customer Service: The standard shall be to maintain three or less preventable customer complaints per month. CORR will require the Contractor to report, investigate, and resolve passenger complaints and comments regarding the service. All complaints shall be documented as passenger or operational/safety complaints. Passenger complaints will be documented, and a description of any action taken regarding the problems. Operational/ Safety complaints shall be reported to CORR no later than the next working day following Contractors receipt of complaint. The Contractor shall notify CORR immediately of any complaint alleging employee or passenger misconduct such as inappropriate conversation, touching, assault, (physical or verbal) and serious safety violations. The Contractor shall cooperate fully with all law -enforcement and social protective service entities in the investigation and resolution of any allegation of misconduct. F. Performance Monitoring Plan: The Contractor shall develop and submit a Performance Monitoring Plan with its proposal. This plan shalt include (at a minimum) details regarding how the Contractor will: • Monitor daily operations, to include (but not limited to) Vehicle Operator check -in, pull-out, productivity, safety, schedule adherence, pull -in, etc. • Oversee dispatch functions to ensure customer on -hold times are kept to below 5 minutes. • Perform in-service (on board, shadow, etc.) audits, with focus on passenger boarding/alighting, mobility aid securement, service levels, safe operation, etc. The plan shall include methods the Contractor will use to establish frequencies of quality assurance inspections, the process to establish steps to correct deficiencies in performance, and the plan to communicate findings to CORR. 8. WORKFORCE REQUIREMENTS & STAFFING A. General Manager: The General Manager will be the person in charge of all management of the program. The General Manager must maintain consistent communications, with CORR or through its designated project contact person. B. Dispatch/Reservation Staff: Contractor shall provide the necessary staff to ensure efficient and timely administration of dispatch. Dispatch staff shall define, monitor, and analyze fleet performance and adjust resource allocations/service schedules to meet changing time and travel patterns. Adequate Dispatch,/Reservation staffers must be assigned to the project so that phone waiting time shall not exceed 5 minutes. C. Staffinq Levels: The Contractor shall be responsible for determining all other direct staffing levels and salaries required to deliver the service. Staffing levels by the Contractor shall be adequate to reflect service levels throughout the Contract term. Unless the scope of services is modified by CORR, changes to staffing levels deemed necessary by the Contractor to meet the Contract requirements and provide high quality service shall be implemented at no cost to CORR. On the Contract start date, the Contractor shall have hired and trained all necessary Vehicle Operators, ma intenance, supervisory and administrative personnel as identified in its staffing and personnel plan. The Staffing Plan shall be submitted to CORR 30 days prior to starting service. D. Staff Conduct:' The Contractor (includes all staff) are expected to conduct themselves in a professional manner always, especially when transporting or communicating with a passenger. The Contractor staff is expected to be polite and courteous in their speech and manner including exercising patience and self-control even when others do not. When confronted with a disruptive or unruly passenger or situation, staff are expected to follow the procedures and training as outlined in the Contractor's proposed ADA sensitivity training, and any other instruction provided by the Contractor or relayed by CORR. City of Round Rock FaiicqLt ��ll Americans With Disabilities Act (ADA) ParatransitSA RFP 20mOO7 UPDATED Class/Item: 556-00 January 2020 Upon the request of CORR, the Contractor shall promptly remove from the contract any employee who CORR considers unsuitable for such work or who has displayed any act of discourtesy, rudeness, use of profanity, or any other act deemed unacceptable by CORR. 9. VEHICLE OPERATORS CORR recognizes that the success of its transportation program, service delivery, and overall customer experience. is built upon the. strength of its. Vehicle Operators. The expectation is that the Contractor shall field qualified, highly -skilled, and well -trained Vehicle Operators with a primary focus on safety and excellent customer service. Bus operators shall secure all mobility aides and passengers to prevent injuries and damage. Bus Operator training shall be the responsibility of the Contractor. Bus Operators shall complete pre trip and post trip inspections and shall note any vehicle defects. If a Bus Operator finds an unsafe mechanical condition, the vehicle should not be operated on any route. A. The Contractor will ensure that all drivers employed to perform services under the terms of this agreement meet the following: ■ Minimum age of 25 years of age; ■ Possess a valid State of Texas Driver's License appropriate for the class of vehicle to be operated; ■ Vehicle Operators must have maintained a valid driver's license for five years. ■ No more than two traffic citations for moving violations in the preceding three years. • No DWI/DUI convictions in the preceding three years. ■ No felony convictions; ■ Any personnel who may operate a revenue vehicle shall pass a biennial Federal Department of Transportation (DOT) physical examination and a comprehensive drug screen as detailed by 49 CFR 3910419 B. Prohibited Conduct: The Contractor shall immediately remove any Vehicle Operator from service if found to commit unsafe or inanpropriate acts while providing service under this Contract. The Contractor shall notify CORR if a Vehicle Operator will be removed from service for this reason, and submit a written report providing details, customer name, date/time, etc. of the incident within 24 hours to CORR. C. Cause for Removal from Service: CORR may require Contractor to immediately remove any Vehicle Operator from contracted service (pending investigation) for, but not necessarily limited to, the following: ■ Committing unsafe, inappropriate, or criminal acts while providing service, ■ Cell phone use while operating a vehicle, including texting and use of wireless headphones or devices, ■ Revocation, suspension, or non -renewal of a valid Texas Driver's License, ■ Arrests for any reason, ■ Notification of an active warrant from any law enforcement or judicial agency, ■ Failure to meet Vehicle Operator employment requirements in Section 9.A. D. Vehicle Operator Dress Code and Personal Appearance Standards: The Contractor shall provide uniforms to be worn by all drivers when operating a vehicle in service. Driver shall wear a name tag/plate with their name prominently displayed and in clear view so that they can be easily identified by passengers. It is the Contractor's responsibility to see that driver's uniforms remain in good repair and do not'appear old or worn out. Vehicle Operators shall present a neat and clean appearance and wear only the Contractors authorized uniform. 10, VEHICLE OPERATOR &--F-RONTLINE STAFF TRAINING The Contractor shall be expected to provide a training plan to CORR prior to starting service. The training plan for Vehicle Operators will include, but not limited to, Defensive Driving, First Aid/CPR, Behind the Wheel (BTW), Wheelchair securement, passenger assistance, ADA sensitivity training and drug & alcohol. Contractor shall keep a list of active drivers including date of hire and most recent driving training for CORR audit, upon request. It is the Contractor's responsibility to provide additional training if the training requirements are determined to be insufficient. All training and re-training shall be documented for each employee. The training plan shall include curriculum/topics, frequency, and measurements of effectiveness. The curriculum/topics shall be reviewed and adjusted with input from CORR as necessary to reflect trends and urgency. City of Round Rock F��h if if Americans With Disabilities Act (ADA) ParatransitS�YJilc��t A RFP 20=007 UPDATED Class/Item: 556mOO January 2020 11. ACCIDENT OR SEVERE INCIDENT PROCEDURE A. Upon receiving notification of an accident or severe incident from a Vehicle Operator, the Contractor/ Supervisor shall respond in person to any emergency or accident involving extensive property damage over $2,500, passenger injuries or as requested by CORR. Emergencies or incidents involving injuries, major damage, police, fire department, or media coverage must be reported to CORR immediately upon occurrence. All drivers and operating personnel must be trained in proper procedures for notifying Contractor or CORR in the event of an emergency. Accident/incident reports shall be submitted to CORR within 48 hours summarizing the occurrence of the accidents/incidents. B. A safety plan, emergency procedures, or any other related safety policies will need to be submitted with this RFP, The Contractor will be expected to participate fully with CORR in the development of a Public Transportation Safety Program. 12, DRUG & ALCOHOL PROGRAM, A. Contractor agrees to establish and implement a drug and alcohol testing program that complies with 49 CFR Part 655, produce any documentation necessary to establish its compliance with 49 CFR Part 655, 49 CFR Part 40, and 49 CFR Part 29 and permit any authorized representative of the United States Department of Transportation or its operating administrations, the State Oversight Agency of the State of Texas or CORR, to inspect the facilities and records associated with the implementation of the drug and alcohol testing program as required under 49 CFR Part 655, 49 CFR Part 40, and 49 CFR Part 29 and review the testing process. B. Contractor Drug and Alcohol policy shall include zero tolerance for positive results. Employees with a confirmed positive drug or alcohol test shall not be used to perform work under this Contract. C. Contractor shall conduct random drug and alcohol tests at the annual testing rates required by the Federal Transit Administration. Any employee who refuses to submit to a drug or alcohol test, has a verified positive drug test result, or has a confirmed alcohol test result of 0.04 or greater, must immediately be removed from any safety sensitive function. All covered employees who tested positive or refused a test, must test negative for drugs, alcohol or both and be evaluated and released by the SAP in accordance with 49 CFR Part 40, Subpar 0 before returning to work. D. The Contractor agrees to certify annually its compliance with Part 655 before March 1st of every calendar year and to submit the Management Information System (MIS) reports before March 10th of every calendar year to CORR. E. To certify compliance, the Contractor shall sign a Substance Abuse Certification by October 1st of each year to certify compliance with FTA requirements governing substance abuse. F. The Contractor agrees to submit for review with this proposal and must be approval before commencement of work a copy of its Policy Statement and Drug and Alcohol Plan developed to implement its drug and alcohol testing program. G. The Contractor agrees to consult with CORR at the initiation of the Contract and in the event of a service agent change related to the selection of a certified laboratory, substance- abuse professional, or Medical Review Officer, or the use of a consortium. H. The Contractor is responsible for the costs of establishing and maintaining (including costs of defending related claims and actions) the required drug and alcohol prevention program under this Contract. Such costs shall be included as part of this Contract. I. CORR staff may audit the Contractor's Drug and Alcohol Program and employee records for training certification and testing results at any time. 13, SERVICE ADMINISTRATION 8 REPORTING, A. The Contractor shall be responsible for accurate and timely collection, update, analysis, and completion of service data information. Required minimum reports shall be identified by CORR and may be altered throughout the term of the Contract to help maintain the efficiency and quality of the services provided by the Contractor. Reports and their source documentation (computer files, Vehicle Operator logs, etc.) shall be retained by the Contractor throughout the term of this Contract and for a period of five years after the end date of this Contract. City of Round Rock Faij;Lt"AllAmericans With Disabilities Act (ADA) ParatransitS RFP 20=007 UPDATED Class/Item: 556mOO January 2020 B. Monthly Reports: 0 The Contractor- shall submit the monthly operational reports due no later than the tenth (10th) calendar day of the following month. The reports will include at a minimum the following information: • Actual count of all passengers • Passengers per revenue hour, service hour, revenue mile and service mile • Total ridership • Total service days • Total vehicle service miles • Total vehicle service hours • Fares collected • Schedule adherence • No shows • Cancelations • On time performance • Late trips • Wheelchair boarding • Average trip length • Fuel usage byg allons and cost 11 C. Monthly Invoicing Reports. Contractor shall bill CORR monthly after the end of the prior month. The Contractor shall have until the close of the tenth (10th) calendar day of each month to submit the prior month's invoice and all supporting documentation to the City's designated representative or designee. Supporting documentation shall include, 41 at a minimum, service hours for each run and a breakdown of missed service. D. NTD Requirements: The Contractor shall collect data, keep records, and provide reports enough to enable CORR to meet its Federal Transportation Administration NTD reporting requirements. The Contractor is responsible for obtaining all pertinent FTA NTD regulations and procedures (FTA Circular C271 091 A) to ensure that all required information is collected and reported in a timely and accurate fashion. 14, REVENUE VEHICLES A. The Contractor shall provide an adequate number of paratransit revenue vehicles, including backup vehicles, fora 20% spare ratio (+/m two percent). CORR has two 2014 Arboc vehicles that maybe used as backup by Contractor, if needed. These vehicles will be parked on City property and will be maintained and insured by CORR. Should the Contractor require regular use of CORK vehicles, additional requirements will be requested, such as insurance and vehicle maintenance as outlined in Section 15 of the RFP scope of work. B. Contractor shall place logo and/or lettering on the exterior of every bus and designated spares. Contractor shall obtain written approval of logo and/or lettering and placement prior to final application. The following logo and/or lettering is required: • Unique Bus Number on front and rear of each bus, • CORR logo, as will be specified on the front, rear, and sides of each bus, • Service shall place "Operated by - name of Contactor" on each bus and spare. C. Safety Equipment: The Contractor shall ensure that each bus has a fully stocked, non -expired first aid kit, a properly maintained rechargeable ten -pound dry chemical fire extinguisher, and three folding reflectors with storage container. D. The Contractor shall bear all risks of damage or loss of the vehicles, or any portions of the vehicles, not covered by insurance. All replacements, repairs, or substitutions of parts or equipment shall be at the cost and expense of the Contractor and shall be permanent accessions/additions to the vehicles. The Contractor, at the Contractor's expense, shall keep the vehicles in good working order, condition, and repair, with allowable wear and tear excepted. City of Round Rock aiicqLt Americans With Disabilities Act (ADA) Paratransit�"All RFP 20wOO7 UPDATED Class/Item: 556mOO January 2020 15, VEHICLE MAINTENANCE Contractor shall be responsible for all maintenance and repair of all vehicles (revenue and non -revenue), to insure they are kept in a safe, reliable, and in clean condition. 100% of vehicles at pull-out shall have operable wheelchair lifts/ramp. Maintenance shall be performed to original equipment manufacturer (OEM) standards. Vehicle maintenance shall be performed in a timely manner. A. The Maintenance Program shall include, but is not limited to routine requirements for: • Preventive Maintenance Inspections • Preventive (Repetitive) Maintenance • Body Inspections • Fire suppression system inspection • Texas State inspection and registration renewal • Daily Wheelchair ramp / lift inspection • HVAC inspection • Electronics systems inspection B. Vehicle Maintenance Plan: The Contractor shall submit a Vehicle Maintenance Plan with this RFP that describes how the Contractor shall meet their Maintenance Program. This plan shall include detailed descriptions of mileage between preventative maintenance service, etc. C. Vehicle registration and license plate renewals are the sole responsibility of the Contractor. This includes timely completion of state inspection, the application for the registration and license plates. Costs associated with such renewals shall be borne by Contractor. D. Vehicle Servicing and Cleanliness: The Contractor shall ensure that all vehicles are serviced daily. The vehicles shall be fueled, fluid levels checked, tires inspected, and the interior cleaned. The exteriors shall be washed a minimum of once per week, after precipitation, or other events which cause the vehicle(s) to look dirty, depending upon water conservation efforts. Vehicle interiors shall be cleaned daily. This includes removing trash, sweeping, and mopping the floor, and cleaning the windows, windshield, stanchions, grab handles, steering wheel, dashboard, door handles and the forward bulkhead. E. Vehicle Operator Pre -Trip and Post -Trip Inspections: The Contractor shall have a process that prescribes how the vehicle operators will perform and document their Pre -Trip and Post -Trip Inspections and how the issues discovered shall be addressed. F. Vehicle Records: A vehicle record file shall be maintained for each vehicle that is operated by the Contractor for this service. Maintenance records must contain adequate detail including the reason for the work order. Work orders must capture a description of work performed, including any work performed by a third party, such as body repair, engine rebuilds, etc. The Contractor shall maintain records for all work performed and make them available to CORR when requested. G. Maintenance Personnel Training: Training and certification of maintenance personnel for all vehicles shall be the responsibility of the Contractor. H. Maintenance Oversight: CORR shall haveimmediate and unrestricted access to Contractor supplied vehicles and equipment, all current or archived maintenance records for such, and shall have access to all areas of the facility during planned or unannounced visits. CORR may conduct regular audits if maintenance files, inspections of vehicles, equipment, facilities, and any activities performed by the Contractor. CORR shall have, at its sole discretion, the authority to remove from service, any vehicle that poses a safety, reliability, or appearance issue. Such action does not relieve Contractor's obligation to provide service under the terms of the Contract. For any item that is found that causes the vehicle to be taken out of service, the vehicle is to remain out of service until the repairs are completed. The Contractor must notify CORR when repairs are completed, and CORR may require a re- inspection of the vehicle prior to allowing the vehicle back into service. City of Round Rock Americans With Disabilities Act D N) Paratransit RFP 20-007 UPDATED Class/Item: 556w00 January 2020 16. LIQUIDATED --DAMAGES of icq Lt "All The Contractor must always strive to provide service in a manner which maximizes the safety, customer service, image, and efficiency. In cases where the Contractor does not meet the performance standards listed below the Contractor will be given the opportunity to demonstrate that the failure could not reasonably have been prevented. Failures caused by natural disasters or extreme and unusual weather or traffic conditions will be considered non -preventable. Any such claim must be supported by adequate documentation in Contractor's daily Driver or Dispatch Log. If CORR determines that the failure was non -preventable, the liquidated damage will be waived. Contractor's performance shall be evaluated quarterly using monthly reports and other backup documents as requested'by CORR. The liquidated damages below shall be assessed for any period when it is determined that Contractor has not met the performance criteria of this Agreement. CORR decision to waive the assessment of any liquidated damages will no way affect CORR's right to assess a liquidated damage for a similar failure in the future and will in no way affect the Contractor's obligation to meet the associated performance standard. ....................... .......... ... da. . ...................... .............. ...................... ... . ............. .. . .... ................ .................... ...................... ............ ........ ............................. u 'Id' ............. .................................. ... .. ... .. . ............ ..... ..... ............. . ... . .................... ............. . ....... ............. Reports Contractor shall submit 100 per day per occurrence from the . On Time accurate reports that are on report due date, or from the time of time as outlined within the CORR notification of an inaccuracy in a Scope of Work submitted report. On -time Contractor shall ensure a $500 shall be assessed for each month Thisis based Performance minimum of 90% on -time where on -time performance is below on the 30= performance based on a 90%0 minute pickup calendar month. window. Customer Service Contractor shall have $500 per complaint over the Continued Complaints no more than three standard of three per month. failure of the preventable complaints Contractor to in a month. provide this may result in the termination of the contract. City of Round Rock FYh �� ll Americans With Disabilities Act (ADA) Paratransit'S�Wi��Lt A RFP 20=007 UPDATED Class/Item: 556=00 January 2020 PART V PROPOSAL PREPARATION INSTRUCTIONS AND EVALUATION FACTORS 1. Proposal Acceptance Period: All proposals are valid for a period of 120 calendar days subsequent to the RFP closing date unless a longer acceptance period is offered in the proposal. 2. Proprietary Information: All material submitted to the City becomes public property and is subject to the Texas Open Records Act upon receipt. If a Proposer does not desire proprietary information in the proposal to be disclosed, each page must be identified and marked proprietary at time of submittal. The City will, to the extent allowed by law, endeavor to protect such information from disclosure. The final decision as to what information must be disclosed, however, lies with the Texas Attorney General. Failure to identify proprietary information will result in all unmarked sections being deemed non-proprietary and available upon public request. 3. Proposal Preparation Costs: All costs directly or indirectly related to preparation of a response to the RFP or any oral presentation required to supplement and/or clarify a proposal which may be required by the City shall be the sole responsibility of the Proposer. 4. Proposal Responses, Responses shall be clear and concise and shall include at a minimum: title page, transmittal letter, index or table of contents, dividers for each section and all required attachments. One page shall be interpreted as one side of a doublemspaced, printed, 8 1/2" X 11"sheet of paper. It is recommended that responses be submitted in ringed binders, metal spirals, or another bound format that best contains all required documentation for submission. so Proposal Format: Prefacing the proposal, the Proposer shall provide an Executive Summary of three pages or less, which includes a company profile and a summation of the proposal. The proposal itself shall include a title page, index or table of contents, dividers for each section and all required attachments and addendums to be organized in the following format by Tab and informational sequence: A. Tab 1- Business Organization: State full name and address of your organization and identify parent company if you are a subsidiary. Specify the branch office or other subordinate element which will perform, or assist in performing, work herein. Indicate whether you operate as a partnership, corporation, or individual. Include the State in which incorporated or licensed to operate. B. Tab 2 — Technical Solution (10 points): Definein detail your understanding of the requirement presented in the Scope of Work of this request for proposal and your system solution. Provide all details as required in the Scope of Work and any additional information you deem necessary to evaluate your proposal. Include the following information: i. Written Policies and Procedures: Offerors must provide copies of all available written policies and procedures to be included as appendices to their Technical Proposal. These policies should include, but not be limited to the following: • Drug and Alcohol Policy • Personnel Practices and Polices • Vehicle Maintenance Procedures (.include with Maintenance Plan) • Safety Plans and other Emergency Protocols • Performance Monitoring Plan lie Data Collection and Reporting Offerors should discuss their process for collecting and reporting operational and maintenance data and demonstrate their understanding of various daily data collection activities and reporting requirements C. Tab3 — Work Plan (40 points): Describe your technical work plan for accomplishing required work. Include such time -related displays, graphs, and charts as necessary to show tasks, sub -tasks, milestones, and decision points related to the Scope of Work and your plan for accomplishment. Specifically indicate. in A description of your work program by tasks and your understanding of each task. Detail the steps you will take in proceeding from Item 1 to the final tasks as outlined in the Scope of Work. City of Round Rock Americans With Disabilities Act (ADA) Paratransit RFP 20mOO7 UPDATED Class/Item: 556=00 January 2020 piigLt "All 1 Introduction/Overview 2 Service Description 3 iypes of Services Provided 4 Daily O erations. 5 Service Hours 6 Fare Handlin and Reconciliation 7 Service Performance Indicators 8 NOWNNMNNNN� Workforce Requirements & Staffing 9 Vehicle Op e 10 Vehicle Operators & Frontline Staff Trainin 11 Accident or Sever Incident Procedure 12 Drug Alcohol Program 13 Service Administration & Reporting 14 Revenue Vehicles 15 Vehicle Maintenance ii. The technical factors that will be considered in the sections above, and the depth to which each will be treated. iii. The degree of definition provided in each technical element of your plan. iv. The points at which written, deliverable reports will be provided. v. A statement of your compliance with all anplicable rules and regulations of the Federally Required Contract Clauses, State, and Local governing entities. The Proposer must state their compliance with terms of this Request for Proposal (RFP). D. Tab 4 — Staffing and Project Organization (10 points): Provide a general explanation and chart which specifies project organization, project leadership and reporting responsibilities. The City would also like an interface of the team assigned to this Contract and City project management and team personnel. E. Tab 5 — Related Experience (Tabs 5 & 6 = 10 points): Describe only relevant corporate experience and individual experience for personnel who will be actively engaged in the project. Do not include corporate experience unless personnel assigned to this project actively participated. Do not include experience prior to 2015. Supply the project title, year, and reference name, title, present address, and phone number of principal persons for whom prior projects were accomplished. F. Tab 6 —Qualifications: Include names, qualifications, and resumes of all professional personnel who will be assigned to the account. State the primary work assigned to each person and the percentage of time each person will devote to this work. Identify key persons by name and title. G. Tab 7- Authorized Negotiator: Include the name, email address, and telephone number of the person in your organization authorized to negotiate Contract terms and render binding decisions on Contract matters. H. Tab 8-Exceptions: Be advised that exceptions to any portion of the Solicitation may jeopardize acceptance of the Proposal. State any exceptions to or deviations from the requirements of this RFP. Each exception must reference the location within the Scope of Work. If your firm has no clarification, exceptions, or deviations a statement to that effect shall be included in the proposal. I. Tab 9 — Attachments and Addendum: shall be completed & signed if applicable including: • Attachment A — Proposal Submittal Form, Execution • Attachment B — Reference Sheet • Attachment D — Government -Wide Debarment and Suspension (Non -procurement) • Attachment E — Certification and Restrictions on Lobbying • Attachment F,," DBE Certification for Non -Rolling Stock Materials or Services • Attachment G — Cost Proposal 0 Signed Addendums (if applicable). City of Round Rock F�� ll Americans With Disabilities Act (ADA) Paratransit'S�1Viicq�t A RFP 20-007 UPDATED Class/Item: 556=00 January 2020 J. Tab 10 — Cost Proposal (30 po8 ints): Information described in the following subsections is required from each Proposer. Your method of costing may or may not be used but should be described. A firm fixed price or not -to -exceed Contract is contemplated. Complete Attachment G — Cost Proposal Variable Operating Cost / Revenue Cost/Hour Includes: • Labor Cost • Material Cost • Fuel Cost • Insurance Cost • Other Administrative Overhead i. Annual Fixed Capital Costs: Cost of capital assets that remains more less unchanged, example of fixed costs are assets that include vehicles and equipment used to provide transit services to CORR. ii. Total (not to exceed) Cost 6. EVALUATION CRITERIA: The intent of the City is to award to one Respondent in accordance with the evaluation criteria below. The purpose of this evaluation criteria is to determine which proposal best meets the requirements and provides the best overall value to the City. A. Evaluation Criteria: • Work Plan • Technical Solution • Qualifications & Related Experience • Staffing & Pro ject Organization • Cost Maximum Weight Weights: 40 Points 10 Points 10 Points 10 Points 30 Points 100 Points B. An evaluation committee will be established to evaluate the proposal. The committee will include employees of the City and may include other impartial individuals who are not City employees. The evaluation committee will determine if discussions and/or Best and Final Offers (BAFO) are necessary. Award of a contract may be made without discussions or BAFO, if in the best interest of the City. The evaluation committee may determine that discussions are necessary to clarify or verify a written proposal response. The City may, at its discretion, elect to have respondents provide oral presentations of their proposal. A request for a BAFO is at the sole discretion of the City and will be requested in writing. The evaluation committee will evaluate the finalists and make a recommendation for award. C. The City reserves the right to reject any or all proposals submitted, or to award to the respondent who in the City's opinion, offers the best value to the City. The City also reserves the right to cancel the RFP process and pursue alternate methods for providing the requirements. D. The City reserves the right to conduct studies and other investigations as necessary to evaluate any proposal. E. The City reserves the right to waive any minor technicality, irregularities or informalities, noted in the submission process. Submission of proposal confers no legal rights upon any Respondent. F. The City reserves the right to request further documentation or information and to discuss proposal response with any Respondent in order to answer questions or to clarify any aspects of the proposal. G. The City may develop a "short list" of qualified proposal and may determine that the Respondent(s) should submit a Best and Final Offer (BAFO). Each " short listed" Respondent will be given a reasonable opportunity for discussion and revision of their proposal. City of Round Rock F�� it Americans With Disabilities Act (ADA) Paratransit'S�YJiI��t A RFP 20=007 UPDATED Class/Item: 556,woOO January 2020 7. AGREEMENT NEGOTIATIONS AND AWARD PROCESS: A. A proposal presented in response to this RFP is subject to negotiation concerning any issues deemed relevant by the City, The City reserves the right to negotiate any issue with any party, Any contact by the Respondent with the City regarding this RFP, other than those submitted in writing will result in. disqualification of the Respondent's proposal. B. Submission of proposal indicates the Respondent's acceptance of the evaluation process and recognition that the City may make subjective judgments in evaluating the proposal to determine the best value for the City. CO If negotiations are successful, the City and Respondent may enter into an agreement. D. If negations, are unsuccessful, the City may formally end negotiations with that Respondent. The City may then: i. Select the next most highly qualified Respondent and attempt to negotiate an agreement at fair and reasonable terms, conditions and cost with that Respondent. iis The City shall continue this process until an agreement is entered into or all negotiations are terminated. E. The City also reserves the right to reject any or all submittals, or to accept any submittal deemed most advantageous, or to waive any irregularities or informalities in the submittal received. F. An independent signed authorized contract will be sent to the successful Respondent. Execution of a City of Round Rock contract is required prior to starting work and processing any payments to the awarded Respondent. 8. POST AWARD MEETING: The City and the Respondent may schedule a post award meeting to discuss, but not be limited to the following: A. Provide City contact(s) information for implementation of the Agreement. B. Identify specific milestones, goals and strategies to meet objectives. City of Round Rock "All ll Americans With Disabilities Act (ADA) Paratransit'S�1"Jilc��t A RFP 20-007 UPDATED Class/Item: 556mOO January 2020 ADDITIONAL ATTACHMENTS In addition to Attachment A and B above this solicitation contains the following attachments; these attachments may be viewed and downloaded from the CORR solicitation websl*te under RFP 20=007 at https://www.roundrocktexas,qov/businesses/solicitations, Attachment Co. Federally Required Contract Clauses Attachment Do. Govern ment=W*ide Debarment and Suspension (Non -procurement) Attachment En. Certification and Restrictions on Lobbying and, if applicable, OMB Standard Form LLL Attachment Fee DBE Certification for Non -Rolling Stock Materials or Services 9 Attachment. G,@ Cost Proposal Exhibit T" Technical Proposal, Required Attachments, Appendices & Exhibits for AMERICANS WITH DISABILITIES ACT (ADA) PARATRANSIT SERVICES SOLICITATION NUMBER 20-007 JANUARY 2020 Presented to: :K TEXAS Tuesday, March 3, 2020 3:00 PM CST Stu Shuttle . .. ........ : "We `o the Distancefor You l!" Submitted by: Star shuttle, Inc. 1343 Hallmark San Antonio, Texas 78216 Telephone (210) 341-6000 Fax (210) 366-1272 Contact John P. Walker, CEO/President Exhibit "B" Tuesday, March 3, 2020 City of Round Rock Attn: Cheryl Kaufman Procurement Division Solicitation: RFP 20-007 Class/Item: 556-00 221 E. Main Street Round Rock, TX 78664-5299 RE: City of Round Rock, Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number: RFP 20-007 Class/Item: 556-00 Proposal due date Tuesday, March 3, 2020 3:00 PM CST Ladies and Gentlemen: Star Shuttle, Inc., an award -winning, Texas based, dynamic and diversified ground transportation firm, is proud to submit our Technical Proposal for City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services. What follows is not only a discussion of the operational aspects of Star Shuttle and our proposed paratransit operations, but also a glimpse into the personality or firm culture of Star Shuttle; a culture that has been carefully nurtured over many years to reflect the values of its owners. Star Shuttle is the preferred provider of various transportation services for the City of Round Rock, the City of San Antonio, UT Austin, UT San Antonio, University Health System - San Antonio, and UT Rio Grande Valley, and seeks to provide similar valuable transportation services for the City of Round Rock ("CORR"). Star Shuttle has numerous contracts with cities including but not limited to the City of San Antonio, Pre-K 4 SA, the City of San Antonio International Airport, and the City of Round Rock ADA Paratransit Services. In regard to our references, please note that we have included the required references in our Proposal. Additional references are available upon request. Other recent significant transportation service contracts include operating over 50% of the VIAtrans operations for VIA Metropolitan Transit for over 26 years. Star operated over 150 vehicles on a daily basis, serving persons that cannot navigate the transit system pursuant to the terms and requirements of the Americans with Disabilities Act. This means that Operator trainers at Star Shuttle are experts in ADA sensitivity and safety training. Star Shuttle can guarantee that it will provide the required ADA transportation services in full compliance with the requirements of the RFP and Contract. CONFIDENTIAL © 2020 Star Shuttle, Inc. City of Round Rock - Americans with gisabiIi�e�'"Act (AD A) Paratransit Services Tuesday, March 3, 2020 Page 2 Please note that many of our operations fall under U.S. DOT and FTA drug testing requirements. Star has adopted a complete Drug and Alcohol Program including substance abuse education, pre -employment testing, random, reasonable suspicion and post -accident testing. Star Shuttle continuously passes FTA audits and US DOT FMSCA compliance reviews, including most recently in January 2020,,, Star Shuttle has the- understanding, commitment, personnel, experience, qualifications, financial resources, technical resources, -facilities and equipment to provide the City of Round Rock and its clients and stakeholders with maximum value. Star Shuttle has provided herein a comprehensive Technical Proposal. We think you will be pleased-wl'th the result, and we look forward to discussing this Technical Proposal with you in the near future. We are particularly pleased to have been twice selected by the National Safety Council and Texas Department of Transportation to receive both the 2018 and 2019 Our Driving Concern Texas Employer Traffic Safety Award I I am pleased to submit the attached Technical Proposal. A Table of Contents of the entire Technical Proposal is Provided. Required submissions are contained in the Required Attachments and Appendices and additional information is included in the Exhibits. Although qualitative levels and operational requ'0 irements are -to be met,or exceeded, Star Shuttle is very aware of the importance of cost effectiveness. This Technical Proposal seeks therefore to maximize value. This should be apparent i*n the reading of the Technical Proposal, Required Attachments & Appendices, and Exhibits. As an integral part of this Technical Proposal, Star Shuttle offers to go further, working with you in a team environment for additional project improvements throughout the contract term,, That's why we say " We Go the Distance for You! "0. Sincerely, John P. Walker, President/CEO* *Resume included in Tab 6. Qualifications ATTACHMENT CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B" Star ShuttleW Restrictions on Use of Proposal Content Restr'ioct'imon This proposal is copyrighted and may not be duplicated, used or disclosed, in whole or in part, for any purpose other than to evaluate this proposal by the City of Round Rock, unless otherwise required to be disclosed under Texas Public Information Act after determination by Texas Attorney General that no exception to copyright laws or TPIA applies. C 2020 Star Shuttle, Inc. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 1 CONFIDENTIAL 0 2020 Star Shuttle, Inc. Exhibit "B" ii ......... . ........ ........ ......... . . ... ■ Star ShuttleGy [This page intentionally blank] City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL Oc 2020 Star Shuttle, Inc. Exhibit "B" Star Shuttle Section / Tab Restriction on Use ofVPro osal Content Table of Contents List otf Required Attachments — Included in Tab 9 List of Exhibits Executive Summary Table of Contents Page i 111 xi X1010 X1eii Introduction X111 Company Profile xiii Past Performance for the City of Round Rock xiii Summation of Proposal xiii 0 Organizational Commitment and Depth xiv The, Star Shuttle Mission xiv Quality Control and Contract Compliance xiv Oversight of Contract Requirements Continuous Observation, Auditing and Inspection Continuous Improvement — Staying Abreast of Current Best Practices Tab 1-Business Organization Name and Addresses of Organization Company Headquarters Branch Office Licensed to do Business in Texas Locations of Where Work to be Performed Format of this Technical Proposal TAB 2 — Technical Solution Star 9 s Understanding of the Requirements in the Scope of Work Star's Role with the CORK Star I s Understanding of the Needs of ADA Customers Organizational Commitment and Depth Millions in Investment in Facilities &Equipment Description of San Antonio Based Operations Support Offices (OSO) Quality Control and Contract Compliance DBE Goals and Program Oversight of Contract Requirements Star Shuttle Pyramid of Service Support Written Policies and Procedures xv xv xv 1 1 1 1 1 1 a 3 3 3 3 4 4 n 5 5 5 6 6 Safety Plans and other Emergency Protocols —Safety Management System (SMS) 05�7 Data Collection and Reporting 7 City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL O 2020 Star Shuttle, Inc . Exhibit "B" Table of Contents TAB 3 — Work Plan Description of Star's Work Program by Tasks ContractImple entati* on Meetings, Documentation, Record Keeping and Mobilization Ramp -up Timeline 0 iv Tab 3. Section 1. Work Plan -Introduction/Overview Company History & Organizational Structure Description of Operations Support Offices (OSO) Project Management and Supervisory Personnel 9 9 9 10 11 11 11 12 Statement of Compliance 12 Tab 3. Section Z Work Plan — ADA Paratransi*t Service Description Description of Service Service Type 13 Secure ent and Mobility Devices,----- 14 Current Service Levels 14 Star Shall Provide All Necessary Requirements to Operate the ADA Paratransi*t Services 14 Subscription Trip Policy - 15 No-show Policy Star's Commitment to Work as a Team with CORR to Achieve Continuous Service Improvement 13 13 15 16 Tab 3. Section 3. Work Plan -Types of Services to be Provided 17 Passengers 17 ADA Demand Response Trips 17 Transfer Trips 17 Feeder -to -Fixed Route Trips 17 Open Return Trips 17 Standby Trips 18 Cancel at Door 18 Tab 3. Section 4. Work Plan — Daily Operations 19 Scheduling/Reservations Dispatch Transportation Supervisors . Vehicle Operators Manifest Reconciliation Accident/Incident Response Sample Operational Day _ Tab 3. Section S. Work Plan -Service Hours Service Hours Defined Projected Revenue Hours Holiday Service Tab 3. Section 6. Work Plan -Fare Handling and Reconciliation Amount and Types of Fares City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 19 20 20 21 22 22 22 25 25 25 25 26 26 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B" S Fare Policy Money Handling Table of Contents 26 Tab 3. Section 7. Work Plan -Service Performance Indicators 28 Introduction 28 On -Time Performance 28 Missed Service 28 Late/Early Pickup 28 CORK No Strand Policy 28 Star Shuttle's Performance Monitoring Plan 28 Customer Service Complaints 1PIan to Communicate with CORK Introduction Identify &Resolve Service Issues Before They Escalate Operational/ Safety Complaints VenfiableSafet"YC��,��)mplaintoran y Alegat*lon of Employee or Passenger Misconduct Reporting to CORK Regarding Other Incidents or Issues Responding to CORR Regarding Customer Complaints 29 P��-' Frequency of Quality Assurance Inspections 30 Driver Nehicle Inspection 31 Shadowing 31 Observation of ADA Pick-up 31 Correction of Deficiencies and Retraining 31 Monthly Operations Meetings to Establish Steps to Correct Deficiencies 31 Role of CORK Customer Service Interface in Correcting Deficiencies 32 Communication t CORK Regarding Corrective Actions 32 Tab- 3. Section 8. Work Plan - Workforce Requirements Staffing 33 Staffing Levels Driver Miss -outs and Substitute Driver Program General Manager Austin Based Operations Manager Reservation / Dispatch Supervisor Dispatch/Reservation Staff Transportation. Supervisors Physical Location of CORK Paratransi*t Personnel Staff Conduct 33 33 33 33 34 134 134 135 135 Removal from Service 35 Employee Recruiting, Hiring and Retention Program 36 Director of Recruiting & Training 36 Recruiting Screent*ng of Operators 36 Maintaining a Fully Staffed Well -Trained Certified Operator Corps 36 Director of Recruiting & Training 36 Advertising for Positions 37 City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 v CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B" Table of Contents vi Operator Screening Practices Hiring Requirements -Age of Operators Applicant Tracking System / References / Prior Employment Background Checks — Prior Employment & References Criminal Background Checks Motor Vehicle Record (MVR) New Hire Packet — Consent to Disclose Information to CORK Employee Benefits Tobacco Free Company Career Path - Equal Employment Opportunity/Affirmative Action Plan Star Shttle* 37 37 37 38 38 39 40 0 40 0 40 40 Human Resources Group 40 Vehicle Operator Staffing and Standards —Reserve Operators 41 Physical Exam and DOT Drug Screen 41 Operator Training 41 Training & Testing of Star's Staff 41 Paratransit Training Course — PAT, Secure ent & Sensitivity 41 Refresher Training Provided by Star 41 Attendance- Updates 41 Documentation 42 Staff Conduct/Removal from CORR Service 42 Star's Paratransit Operator Training Manual & Workbook 42 Tab 3. Section 9. Work Plan - Vehicle Operators 43 CORR Vehicle Operators Minimum Qualifications of CORK Vehicle Operators Other General Requirements for CORK Vehicle Operators 43 43 44 Motor Vehicle Records (MVR I S) 44 Prohibited Conduct 44 Cause for Removal from Service 44 Vehicle Operator Dress Code and Personal Appearance Standards 44 Operators Responsibilities 45 Photo ID's 45 Sunglasses 45 Personal Electronic Devices (PEDs) 45 Other Professional Conduct Requirements 45 Secure Mobility Aids Pre -trip & Post -trip inspections Driver Pre -Trip Inspections / Checking Equipment 1*n It Reviewing the Manifest Pick-up Times and Passenger Readiness Seat Belts and Passenger Assistance / Authorized Passengers Only Vehicles Packages Customer- Assistance for Individuals Manual Wheelchairs City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 45 46 0 46 46 0 47 47 47 0 47 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit Lift and Securement Use Policy Mobility Devices, and Other Necessary Equipment Infant Car Seats Table of Contents I � 51 • Traveling Companions of ADA Eligible Persons 48 Recording Information on Manifest 49 Service Animals 49 Vehicle Breakdowns 49 Items Left in the Vehicle 49 Distribution of Literature 49 Tab 3. Section 10. Work Plan -Vehicle Operators Frontline Staff Training Staffing Plan - Maintaining a Fully Staffed Well -Trained Operator Corps Training Plan Active Drivers List / Additional Training CORK TraininggramProIntroduction CORK Paratransit Trainers Pre -Training "Ride-alongs" Paratransit Vehicle Operator Training 0 New Driver Training Class Syllabus and Materials to be used Map Reading Paperwork and / or Use of Mobile Data Terminals Policy and Procedures Passenger Assistance Training (PAT) / Securement Sensitivity Training Communication Training Refresher Training Defensive Driving Training Customer Service Sexual Harassment On Road Training SO 50 50 50 51 51 51 52 52 52 53 53 53 53 53 54 54 54 54 54 Additional Training RequrementsforiManagers and Transportation Supervisors SS Reasonable Suspicion Class 55 Bloodbo e Pathogens 55 Weekly and Monthly Operations Meetings 55 Transportation Supervisors' Meetings 55 Tab 3. Section 11. Work Plan - Accident or Severe Incident Procedures ISafety Plan _ 57 Accident or Severe Incident Procedure 57 Emergency Plan for Severe Weather Conditions and other Events 58 Security Plan 58 Emergency Preparedness and Crisis Management Plan 58 Star's FTA System Safety Program 58 Safety- Plan -Passenger Safety Program 59 Safety Plan -System Safety Program following Safety Management System (SMS) Guidelines 59 City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit Table of Contents Tab 3. Section 12. Work Plan - Drug Alcohol Program Star's Drug & Alcohol Program Overview Cost of Program Substance Abuse Prevention Program Zero.Tolerance Policy Information to be submitted to Round Rock prior to Contract Award Other Drug Alcohol Program Requirements Substance Abuse Prevention Program It Other Drug & Alcohol Reporting Requirements Approval of Procedures Drug and Alcohol Education Annual. Certi'fication and Submittal of MIS Reports Tab 3. Section 13, Work Plan - Service Administration Reporting Required Reporting - - - - ---- - - - W- Monthly Reports Monthly Invoice Monthly Vehicle Maintenance Reports Audit and Retention of Records National Transit Database Reporting Requirements Accident/Incident Reporting Removal of Operator, from CORK Service Report _ Tab 3. Section 14. Work Plan -Revenue Vehicles Number of Revenue Vehicles and Spares Safety Equipment and Requirements for All Vehicles. Decals & Numbering Risk of I oss / Cost of Repairs Fleet Plan — Designation of Vehicles (Make Model) ^ '. 63 63 63 63 64 64 64 64 65 65 65 66 66 66 67 67 67 67 68 • 69 69 69 70 70 70 Tab 3. Section 15. Work Plan —Vehicle Maintenance 71 Elements o the Maintenance Program 71 Site Visit 72 Facilities Plan / Austin Location — Exhibit 6 Vehicle registration and License Plate renewals Vehicle Servicing and Cleanliness Vehl*cleO erator Pre -Trip and Post -Trip Inspections 4 Vehicle Records Maintenance Personnel Training Maintenance Oversight Removal from Service Vehicle Maintenance an Included in Exhibit 3 TAB 4 - Staffing and Project Organization 0 40 0 Vill Introduction -Project Leadership c4� Organization City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 72 73 73 73 73 73 74 74 74 77 77 CONFIDENTIAL ce Exhibit "B" •�: � tiff, . ', Customer Service Interface Reporting Responsibilities Operators Transportation Supervisors Operations Manager Customer Service Agents _ Customer Service Interface General Manager and VP _ CORK Paratranst*t Project Team Members CORK Operations Team Contact Information Table of Contents CORK Operations Team lPrimary Work Assignments CORK General Manager — Abbey Walker CORK Paratrans i*t Operations Manager — Pam Meadows CORR Customer Service Interface — Hillary Hummel CORK Customer Service Agents — Loretta Gonzalez and Ruth Rivera CURB A.M. and P.M. Transportation Supervisors — Dantoi*ne Churchman and Mychal Harris CORK Austin Shop Foreman — Ken Donaldson _ CORK Adminis,rative Clerk — Rhonda McCartney CORR'Siipport Team & Contact Information CORR Support Team &Primary Work Assignments CORK Project Support Team Star Shuttle President/Chief Executive Officer (CEO) —John P Walker Star Shuttle Vice -President — Austin Walker Star Shuttle Director of Risk and Safety — Savannah Fernandez Star Shuttle Director of Recruiting and Training / EEO Officer — Betsy Kennedy Star Shuttle HR Generalist and DBE Officer — Christina Casas Star Shutile Accounting Manager — Laurence Alberts Star Shuttle Payroll Manager — Jennifer Sanchez Star Shuttle Fleet Manager — Richard Unger .1 CORR Additional Project Support Personnel Support Team Structure and Depth Tab S —Related Experience Relevant Coloorate Expertence 56 Years i*n Transportation Enterprises Relevant Contract Experience during Last 3 Years City of Round Rock— Transit & ParatransitO eratloons VIA Metropolitan Transit Authority — VIAtrans Service University Hospital System City of San Antonio Aviation Department — Airport Garage and Parking Shuttles City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20eP007 77 77 77 77 77 78 78 78 78 80 80 80 81 81 82 84 85 85 • 0 • • 87 88 90 90 93 93 93 93 93 93 94 94 0 ix CONFIDENTIAL � 2020 Star Shuttle, Inc . Exhibit "B" Table of Contents Pre K 4 SA — School Bus Services Three (3) Relevant References — Similar Contracts 95 95 Individual Expert*encefior Personnel who -will be Actively Engaged i*n the Project 96 Tab 6 —Qualifications CORR Project Team Chart Organizational Chart of CORK Project Team Resumes of CORK Project Team 99 U� 100 101 Certiflcations of CORK Project Team 101 Professional Memberships and Affiliations 101 Letters of Recommendation /Civic & Charitable Contributions 101 Litigation / Auto & General Liability Coverage / Garage Liability 101 Tab 7 - Authorized iYegotiator Tab 8 — Exceptions Tab 9 — Required Attachments Addendum Tab 10 — Cost Proposal X City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 N U/j 105 107 109 CONFIDENTIAL C 2020 Star Shuttle, Inc. Technical Proposal for City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services (Required Attachments) Attachment # Signed Addendums Attachment A — Proposal Submittal Form, Execution Attachment B — Reference Sheet Attachment C — (No Attachment) "Star Acknowledges the Incorporation by Reference of Federally Required Contract Clauses" Attachment D — Government -Wide Debarment and Suspension (Non -procurement) Attachment E — Certification and Restrictions on Lobbying Attachment F — DBE Certification for Non -Rolling Stock Materials or Services City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 xi CONFIDENTIAL c 2020 Star Shuttle, Inc. Exhibit IB" Table of Contents — List of Exhibits List of Exhibits Exhibit # 1. Drug and Alcohol Policy 2. Personnel Practices and Polices — Employee Handbook 3. Vehicle Maintenance Plan (includes Maintenance Procedures) 4. Safety Plans and other Emergency Protocols — Safety Management System (SMS) 5. Performance Monitoring Plan 6. Facilities Plan 7. 2018 & 2019 Our Driving Concern Texas Employer Traffic Safety Award 8. Vehicles Vehicle Brochures 40 9. Litigation 10. Star Shuttle CORK Paratransit Training Manual City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL O 2020 Star Shuttle, Inc. Exhibit S --hutde AQ% ta ` Executive Summary Executive Summary Star Shuttle, Inc. ("Star") is pleased to respond to the City of Round Rock's Request for Proposal -Americans with Disabilities Act (ADA) Paratransit Services (hereinafter "ADA Paratransit Services"), Solicitation Number 20mOO7, Star Shuttle has demonstrated through past and current contracts that it 1*s ful1YIacpy p able and fullrepared for the operation of this service in full comlndable on- P lance w provisions of the RFP "nclud' safe and depen abl timetime service,. Star proposes to once again exceed many of the requirements of the RIFP and to go further, working wilhCity of Round Rock ("CORK") in a team envi romnent towards additional project improvements throughout the term of this Contract'. Company Profile Star Shuttle is owned and operated by the Walker Family of Austin and San Antonio. The Walker Family (5 UT Austin grads) founded and developed Advantage Rent-A-Car in the 1960's. — 2000's into a worldwide company with all 200 US locations and 20,000 vehicles owned and operated by the Family. The Walker Family founded Star Shuttle, Inc. in 1992. The Family sold Advantage in 2006 and retained and still operates Star Shuttle i*n Central and South Texas. Walker Family companies have successfully provided transportation in vans, mini -buses, school buses and full size motor coaches for both ambulatory and mobility impaired persons in numerous cities for 57 years. The company's divisions are: • Transit / Paratransit Operations • School Bus / Contract Shuttle Operations • Charter, Convention and Tour Operations Past Performance for the City of Round Rock Star has proven that it can work professionally, productively and cooperatively with the City of Round Rock and its citizens. Star has built a trusting relationship with CORK over the last 7 years. Star's proven track record is reflected in the performance statistics included with endum No: 2 of the RFP. Star's current level of productivity i*s 1.65 passengers per hour. D0 uring October 2019 -January 2020 Star provided over 5,600 trips with a 95.5% on time performance and had: ✓ 0 missed trips ✓ 0 complaints ✓ 0 accidents Summation of Proposal Star understands the goals and challenges of delivering CORK ADA Paratransit Services. Star seeks for continuous improvement which is measured in terms of the on -time performance / City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20,PO07 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit Executive Summary rfi -ftle "'r Tk . ..... ... productivity paradigm, operating cost per revenue and per mile, operating cost per passenger trip, passenger trips per hour, passenger satisfaction, and similar measures. In providing the required services, Star will demonstrate in this Technical Proposal its ability and colliaitment to provide all requirements for CORK ADA Paratransit Services, including but not limited to: recruiting, screening and hiring all Operators, support staff and management; training and supervision; reservations; dispatch; customer service; vehicles', insurance's maintenance; facilities; storage; supplies; tools and equipment,, Star will effectively communicate contract progress and any service incidents to CORK Transit Coordinator. In short, Star will work closely together with CORK and meet or exceed the requirements o the Contract at all times, as it has demonstrated in similar contracts. Star has the understanding, resources, commitment, personnel and qualifications to provide CORR and its passengers, visitors and stakeholders with excel tional service and maximum value. Star herein provides a comprehensive plan for achieving this value. All of the above mentioned topics are discussed in the upcoming sections. Organizatonalimmi tment and D1Q0,AmLth The Star Shuttle Mission All personnel at Star Shuttle understand that as a private provider of public transportation, the highest regard for the public's safety is essentiaar I s staff also understands -a- oviding 's publi*c transportation demands an even greater commitment and sensitivity when serving paratransit passengers. Star Shuttle's mission statement is: "Star Shuttle Employees lead the industry providing Safe, Reliable Professi*onal transportation with outstanding passenger semce,.. We go the Distance in everything we do !" Accomplishing this mission requires a conscious effort to be prepared for and sensitive to the special needs of passengers,, We understand that the paratransit passenger's livelihood and even health depends upon safe, courteous, timely and reliable service. In summary, the Star Shuttle team possesses the commitment, experience, personnel, financial and technical resources to excel as the provider of the CORR ADA Paratransit Services. Quality Control and Contract Compliance Star Shuttle emphasizes quality service in all of its operations, and strives to continuously improve its service along the following quality dimensions: • Safe transportation • Courteous, knowledgeable and helpful • Service that is dependable and timely Operators and Supervisors • Service in accordance with Contract requirements • Easy access to company information . • Vehicles that are clean, attractive and well • Availability of additional ancillary or related maintained services that passengers need City of Round Rock -Americans with Disabilities Act (ADA) Pa-ratransit Services Solicitation Number 20-007 Xiv CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit Executive Summary Star Shuttle understands that recognition of quality dimensions is only the first step towards improved quality. Once the dimensions are recognized, the causes of poor quality on each dimension must be identified, priorities set and corrections implemented. Quality improvement is an ongoing process,, Star prioritizes the dimensions and actions needed to ensure service quality, any failure to meet or exceed quality objectives is carefully measured and acted upon. Star has continuously improved quality dimensions historically, and will continue to do so in the future, via improvements in training, implementing technological advancements, involving employees with team approaches, and acting on feedback to eliminate the causes of deficient quality. These and other activities are described throughout this Technical Proposal. v,,,,,,1,..versight of Contract Require ents Continuous oversight 1*s conducted by properly trained, experienced and vigilant owners, managers and supervisors. As a result of these efforts, Star Shuttle has never had any unresolved contract issues during its 28 years of serving its clients. Star's rigorous oversight of the requirements of this proposed Contract will be the result of: ➢ Star's Organizational Structure and Project Compliance Management ➢ Communications Capabilities and Practices ➢ Use of Relevant Current Technologies ➢ Continuous Auditing and Inspection of Operators and Operations ➢ Extensive ADA Operating Experience ➢ Proven Commitment to Excellence and Continuous Improvement Continuous Observation, Auditing and Inspection Formal observation and inspection by Star's Supervisors and Managers is an important method for ensuring safety and controlling qualityin paratransit service. Star's activities include but are not limited to: periodic inspection of vehicles and equipment; covert and overt field observation of Operators and their performance; compliance with contract standards and Passenger service policies; vehicle operating rules; uniforms; grooming; and review -of records for accuracy and completeness. Continuous Improvement — Staying Abreast of Current Best Practices Star's exceptional operational experience is a starting point for the goal of continuous improvement and incorporation of industry best practices. Star's management team is required to complete ongoing continuing education, review current transIt/Paratranslt and CDL literature and attend seminars, conventions and industry trade organizations. City of Round Rock,, Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 xv CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B" A Tab I Business Name and Addresses of Organization Tab 1— Business Organization Star Shuttle, Inc. is owned and operated by the Walker Family of San Antonio and Austin,, The Walker Family has operated ground transportation services in the Austin area including the City of Round Rock since 1966. The company's primary locations are in San Antonio and Austin. The CEO John Walker has residences in San Antonio and Austin and works from both locations. Company Headquarters Star Shuttle, Inc., a Texas corporation 1343 Hallmark San Antonio, TX 78216 Telephone:, (800) 341-6000 Branch Office Austin Location (branch office) 1135 Gunter Suite 102 (Airport Bled. & Kirk) Austin, Texas 78702 Telephone: (512) 479-8100 Licensed to do Business in Texas Star Shuttle, Inc. is a family owned company operating in central and south Texas since 1963. Star Shuttle, Inc. is not a subsidiary of any company. It i*s a Texas corporation licensed to do business in the State of Texas. locations of Where Work to be Performed The work will be performed in the City of Round Rock (paratransit service delivery, driver and vehicle operations)41 ; Austin (fleet, maintenance, continuing education and operations); San Antonio (dispatch, reservations, training academy, customer service and administration). City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL 0 2020 Star Shuttle., Inc. 1 Exhibit "B". . . . . . . . . . . olff -+�rruM -��■r�1 11 B inShutte Tab Business Organization • : L Milt III w' .` .' Star has organized this Technical Proposal in the order and according to the structure outlined in the RFP by CORR. Required Attachments and Addendum are completed and signed and included under Tab 9. Additional Exhibits are clearly marked and included and incorporated into this Technical Proposal. Tab 1- Business Organization Tab 2 — Technical Solution Tab 3 — Work Plan Tab 3. Section 1. Work Plan — Introduction / Overview Tab 3. Section 2. Work Plan — ADA Paratransit Description Tab 3. Section 3. Work Plan — Types of Service to be Provided Tab 3. Section 4. Work Plan — Daily Operations Tab 3. Section S. Work Plan — Service Hours Tab 3. Section 6. Work Plan — Fare Handling & Reconciliation Tab 3. Section 7. Work Plan — Service Performance Indicators Tab 3. Section 8. Work Plan — Workforce Requirements & Staffing Tab 3. Section 9. Work Plan — Vehicle Operators Tab 3. Section 10. Work Plan — Vehicle Operators & Frontline Staff Training Tab 3. Section 11. Work Plan — Accident or Severe Incident Procedures / Safety Plan Tab 3. Section 12. Work Plan — Drug & Alcohol Program Tab 3. Section 13. Work Plan — Service Administration & Reporting Tab 3. Section 14. Work Plan — Revenue Vehicles Tab 3. Section 15. Work Plan — Vehicle Maintenance Tab 4 — Staffing and Project Organization Tab 5 — Related Experience Tab 6 —Qualifications /Resumes /Certifications Tab 7 — Authorized Negotiator Tab 8 — Exceptions Tab 9 — Attachments and Addendum Tab 10 —Cost Proposal Exhibits City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL Oc 2020 Star Shuttle, Inc. 2 Exhibit "B" Star and its ADA paratransit management team are extremely knowledgeable in the historical development of ADA Paratransit services as well as other modes of demand response transportation. Star understands the goals and challenges of continuous improvement in the delivery of CORR paratransit service, and that such improvement is measured in terms of the on -time performance / productivity paradigm, operating cost per revenue mile, operating cost per passenger trip, passenger trips per hour, passenger satisfaction, and similar measures. In regard to CORR ADA paratransit operations, outside the CORR itself nobody in ADA paratransit knows the City of Round Rock, the CORR service area, the most frequented pickup and drop-off points, the CORR passengers (hundreds of passengers, by name and what their special needs are), like Star Shuttle. Nobody knows CORR's policies, procedures, "do's and don'ts" like Star. Star's CORR Customer Service is Exemplary 2017 2018 2019 Complaint -free trips 99. 99 % 99. 99 % 99. 99 Star's Role with the CORR Star will meet or exceed all the requirements of the specifications for the CORR service, including but not limited to: recruiting, screening and hiring all Operators, support staff and management including training and supervision; vehicles; insurance; maintenance; facilities; storage; supplies; tools; and equipment. CORR will determine system policy and certain procedures, marketing and fare policy. Star will effectively communicate contract progress and any service incidents to CORR. Should incidents or public emergencies dictate, Star will manage these situations as required, in conjunction with CORR. In short, Star will work closely together with CORR and meet or exceed the requirements of the Contract at all times, as it has demonstrated in prior contracts. Star's Understanding of the Needs of ADA Customers All of the above mentioned topics are discussed in the "Star Shuttle Employees lead the industry providing Safe, Reliable, Professional transportation with outstanding passenger service... We go the Distance in everything we do. " upcoming sections. Star has thorough understanding of the Contract requirements, and the services to be provided under the Contract. Paramount is the understanding that mobility City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL O 2020 Star Shuttle, Inc. 3 Exhibit "B" Tab 2 — Technical Solution oil -.1 ... X%xxx% 1 impaired passengers (including passengers with physical or mental conditions) caused by illness, age, injury, birth defect, congenital malfunction, or permanent / temporary incapacity or disability, including any condition that requires the use of wheelchair, walker, service animal, or other mobility aid for transportation and, as a direct result of that condition, cannot use fixed route bus service) are to receive the highest quality transportation service and assistance,. Although paratransit service is generally " curb -to -curb" service, it also includes "door-to-door" service when required with necessary assistance to and from the vehicle. Organizational Commitment and Depth All personnel at Star Shuttle understand that as a private provider of public transportation, a History and Organizational Structure are proprietary information and /or trade secrets to be exempted from disclosure to a third high regard for the public's safety i*s essential. Star's staff also understand that providing public transportation for persons with disabilities demands an even greater commitment and sensitivity when serving passengers,, Star Shuttle's mission statement is: Accomplishing this mission requires a conscious effort to be prepared for and sensitive to the special needs of persons with disabilities. We understand that the paratransi*t passenger's livelihood and even health depends upon safe, courteous and reliable service. Star Shuttle's 28 years of consistent performance have proven that i*t undertakes this effort daily. Star Shuttle i's always prepared to meet the special needs of persons with disabilities. It i's with this past experience and commitment to the future that Star Shuttle proposes to provide the CORK ADA Paratransl*t Services. In summary, the Star Shuttle team possesses the commitment, experience, personnel, financial and technical resources to excel as the provider of the CORK ADA Paratransi*t Services. Mons i i in Investment in Facilities & Equipment Star has invested millions of dollars in acquiring and developing transportation specific facilities iin Austin and San Antono. The Star Facilities Plan is included in Exhibit 6. Description of San Antonio Based Operations Support Offices (OSO) Throughout this Technical Proposal, there is mention of the personnel of the Operations Support Office or "OSO." The personnel of the OSO are hereto support the CORK paratransit operations. Star Shuttle has strategica,lly located its CORK Reservations and Dispatch Facility on the same ground transportation campus as the OSO, in that Star's CORK operations have direct and immediate access to some of the most experienced transportation management personnel in the country. The management personnel at OSO are: • President /CEO City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20w007 CONFIDENTIAL 0 2020 Star Shuttle, Inc. 4 Exhibit "B" Star Shut�le� • Executive Administrative Assistant • Vice President • Chief Financial Officer / CORR General Manager • Director of Risk & Safety • Director of Recruiting & Training / EEO Officer • HR Generalist & DBE Officer • Accounting Manager • Payroll Manager Quality Control and Contract Compliance Tab 2 — Technical Solution Star Shuttle emphasizes quality service in all of its operations, and strives to continuously improve its service along the following quality dimensions: 0 Safe transportation • Courteous, knowledgeable, and • Service that is dependable and helpful Operators and Transportation timely • Service in accordance with Contract .. requirements • .Vehicles that are clean, attractive, and well maintained Supervisors • Easy access to company information • Availability of additional ancillary or related services that passengers need Star Shuttle understands that recognition of quality dimensions is only the first step towards improved quality. Once the dimensions are recognized, the causes of poor quality on each dimension must be identified, priorities set and corrections implemented. Quality improvement is an ongoing process. Star prioritizes the dimensions and actions needed to ensure service quality, any failure to meet or exceed quality objectives is carefully measured and acted upon. Star has continuously improved quality dimensions historically, and will continue to do so in the future, via improvements in training, implementing technological advancements, involving employees with team approaches, and acting on feedback to eliminate the causes of poor quality. These and other activities are described throughout this Technical Proposal. DBE Goals and Program Star has undertaken a comprehensive outreach to include as many DBE vendors as possible and will work throughout the term of the Contract to increase DBE participation. Oversight of Contract Requirements Continuous oversight is conducted by properly trained, managers and supervisors. As a result of these efforts, experienced and vigilant owners, Star Shuttle. has never had any City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL, C 2020 Star Shuttle, Inc. 5 Exhibit "B" SW Shuftle Tab 2 —Technical Solution �:�:... A: r... unresolved contract issues during its 28 years of serving clients. Star's rigorous oversight of the requirements of this proposed Contract will be the result of: ➢ Star's Organizational Structure and Project Management ➢ Communications Capabilities and Practices ➢ Use of Relevant Current Technologies ➢ Continuous Auditing and Inspection of Operators and Operations ➢ Extensive CORR Operating Experience Star Shuttle Pyramid of Service Support Star's service support philosophy is that all of Star's efforts and functions exist to support the vehicle Operator, who importantly, appears at the top of the pyramid. Star has carefully developed and nurtured a culture of safety and caring for the customer. Written Policies and Procedures Star has included detailed policies and procedures throughout Star's Work Plan below and additionally the following written policies and procedures are included in the Exhibits to this Technical Proposal: City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc. 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J....:......... : L•'• :L•' �. h }:.Y:hL. :J. :.\::.::::'::. :.L. S :'::; ::..• :.Y: :• Y: t. :I• h: :.t. Data Collection and Reporting Star has included in its Work Plan Star's processes for collecting and reporting operational and maintenance data. Star's Work Plan demonstrates an understanding of various daily data collection activities and reporting requirements. Data collection and reporting processes can be -found throughout the Technical Proposal and in particular in: • Section 13. Work Plan —Service Administration &Reporting —Monthly Reports, NTD Reporting &Accident /Incident Reporting ■ Exhibit 3. Maintenance Plan —Vehicle Maintenance System (VMS) ■ Section 4. Work Plan -Daily Operations — Simpli Scheduling, Reservation &Dispatch System and Call Center Software. ■ Section 8. Work Plan -Workforce Requirements &Staffing- Applicant Tracking System and EEO and Affirmative Action Reports ■ Section 10. Work Plan -Vehicle Operators &Frontline Staff Training —Manifest Data Collection ■ Exhibit 1. Star's Drug and Alcohol Prevention Policy and Section 12. Work Plan - Drug &Alcohol Program —MIS Reports City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL � 2020 Star Shuttle, Inc. Exhibit M f� Tab 2 — Technical Solution [This page intentionally blank] City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL 0 2020 Star Shuttle, Inc. 0 Exhibit Star Shut�le� Description of Star's Work Program by Tasks Tab 3,. Work Plan Star has included in its Work Plan the steps it will take to complete all of the tasks required by the RIFP. At each step Star demonstrates its depth of knowledge and understanding of all of the essential elements of fulfilling the requirements of the RFP and delivering a wellmrun paratransit service for CORK. Work Plan elements and tasks include: ➢ Full understanding of FTA Requirements and Other Federally Mandated Requirements including but not limited to EEO Plan & Title VI Policy and Drug & Alcohol Policy ➢ ADA Paratransipert Oating Policies & Procedures, Sensitivity, Passenger Assistance and Securement ➢ Reservations, Dispatch and Customer Service ➢ Fare Collection and Reporting ➢ Budgeting and Accounting ➢ Record Keeping and FTA NTD Reporting Recruiting, Paratransit Training, Oversight and Motivation ➢ Public Transportation Safety and Maintenance Plans A Performance Monitoring and Continuous Improvement ➢ Fleet Management and Fuel Management ➢ Responding to Accidents & Incidents ➢ Emergency Management ➢ OSHA Compliance ➢ Properly Equipped Facilities & Shops Contract Implementation Meetings, Documentation, Mobilization Record Keeping and Much of what is required for this Contract, Star already has -in place. One of the main things Star seeks after a major contract is awarded i*s to immediately initiate direct communication, coordination and cooperation. Star proposes to meet in person or telephonically regularly with CORK Transit Coordinator to report and discuss implementation progress. Additionally, Star will meet with CORK when requested. Record keeping and documentation will include: Task checklists - including all required tasks for contract impIementation • Vehicle Readiness Confirmations • Training sign -in sheets and topics covered - Background checks and pre -employment screening • Insurance Certificates delivered City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 9 ..... ....... Exhibit T" Star Shuttle Now.— Tab 3 —Work Plan Ramp -up Timeline Star already has the vehicles and vehicle amenities in place to implement the new contract. Once CORR approval of the new vehicles, vehicles will be ordered. Insurance underwriting has already been secured with National Interstate Insurance Company through the TRAX insurance program. Workers compensation insurance has already been secured through Texas Mutual Insurance Company. Proof of insurance compliance in accordance with the RFP will be provided. Sources of communications and uniforms have been secured. Star already has a full-time recruiter in place, trainers in place, training programs in place and training facilities in place. At least 30 days prior to Contract service commencement Star shall submit to CORR its Staffing Plan and Fare Policy. ,1: ! 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'<1kfy:"t3Ri�E»i:....v ii�l.%i: •.\\vJ:v y ® 4T training classes vn,!...., .:.:t . r.Y../.. . ii?j;•ifi:: w:::.A... . ..fV r'::fj:SS::i.. .F:..;.::.. .. ...Yxoa:}:}::):::rG. :', •{4:Ya:? v.$:... .fi:ii$' :Y!Gi%=,`.::. ...<y.�{•?)..: :4.: ::.4..,Q,.:ffa•''4ffffff:;4;:?:::4;�... $:=:n:='t•::.v::r.+v:.:::;. .. ::: 4::.r.54:..5.:: ;.:.•; .,., ,?<)::::fi:?:::.. i::y::4::::::::..........:. .. t:H::,.�.,•:::::::•:.:.:...;;;.;.;;':i% t .:. ;4.::.:.:.v..;•:.:;:.w.•y)yv:a{.f :;. ::. 6. ,.L :�;„raf:;:. n'En:xnf:%X•;=%^xf:y:'>`> t:.,,,,r,.:,,:::::d:,r.)a:SivY:i::::tia;::xQP�:}r;.;...:r:::}:a;r:;r}i::)::::::=•).�Y::r;.:.{,.b,,..l...,..w,.:: �r.{,'4;'ror::rn•:..:):.rw,.,.c�:,rX.,u.................,h.}.},3•," City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL ® 2020 Star Shuttle, Inc. 10 Exhibit "B" '1 :.:. .: : ......St Shuftle Tab 3. Worl: Plan • • ••141.4 ol 1,151• Company History & Organizational Structure The great advantage of contracting with Star Shuttle is that City of Round Rock can utilize a local company with a national level of experience and qualifications; in other words, City of Round Rock can utilize a Texas company with strong national best practice expertise. Star Shuttle's Walker Group companies have successfully provided transportation in vans, mini- buses and full size motor coaches for both ambulatory and mobility impaired persons in numerous cities for 56 years. Star Shuttle, Inc. is a diversified ground transportation firm that owns and operates Star Shuttle's various transportation divisions in Texas. The company's divisions are: • Transit / Paratransit Operations • School Bus / Shuttle Operations • Charter, Convention and Tour Operations Star has over 200 employees and 150 vehicles. Star has offices and extensive fleet facilities in Austin, Texas. History and Organizational Structure are proprietary information and /or trade secrets to be exempted from disclosure to a third party. Star Shuttle's corporate headquarters is located at: Telephone: (210) 581- 1343 Hallmark Drive San Antonio, Texas 78216 9990 Fax: (210) 829-5182 Over many years, the Walker Group has developed approximately 2 acres of vehicle operations facilities in Austin, Texas. Additionally, the Walker Group has acquired and developed approximately 9 acres of improved parking and 27,700 square feet of offices and training facilities on two sites near the San Antonio International Airport. In recent years, the Walker Group has made large capital improvements to support its operations. Five years ago Star opened its Star Shuttle Academy of Advanced Transportation and Safety at the Hallmark site. State-wide training for Star Shuttle contracts, Operators and dispatchers is provided at the Academy. For more details see Star's Facilities Plan in Exhibit 6. Description of Operations Support Offices (OSO) Throughout this Technical Proposal, there is mention of the personnel of the Operations Support Office or "OSO." The personnel of the OSO are here to support the City of Round Rock - ADA Paratransit Services operations. Star Shuttle has strategically located its Operations Facility on the same ground transportation campus as the OSO, in that Star's City of Round Rock - ADA Paratransit Services operations have direct and immediate access City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL CO 2020 Star Shuttle, Inc. 11 Exhibit Tab 3 — Work Plan Star Shuttle to some of the most experienced transportation management personnel in the country. The management personnel at OSO are0 : President / CEO Executive Administrative Assistant Vice President CFO / CORR General Manager General Manager Director of Risk & Safety Director of Recruiting & Training EEO Officer HR Generalist / DBE Officer Accounting Manager Payroll Manager Project Management and Supervisory Personnel Star Shuttle has already established an experienced team to oversee the CORR ADA Paratransit Services operations under this contract. The names- and. -experience of assigned pjroect management and supervisory Team are set forth in Tab 6. Qualifications of this Proposal. This management team will manage contract compliance with a deep understanding of CORR ADA Paratransit Services' -program and goals,. Statement of Compliance Star currently complies and shall at all times comply with all applicable rules and regilations of the Federally Required Contract Clauses, State, and Local governing entities. Further, Star's Technical Proposal complies and Star shall at all times comply with terms of CORR 1) s Request for Proposal (RFP). 12 Oversight Team Structure and Depth is proprietary information and /or trade secrets to be exempted from disclosure to a third party. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20w007 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit Description of Service Tab 3,, Work Plan The CORK operates a fixed route bus service Monday through Friday, excluding certain holidays from 69,30am to 8,1POOpm. This Technical Proposal i*s to operate the ADA required parallel paratransit service in alignment with CORR1 s, fixed -route operations. The CORK ADA paratransl*t eligible region can be found on their websi'te at: www. roundrocktexas.departments/transportation/public-transportation/ada-paratransit- 'a service Service Type CORR provides an origin to destination paratransl'ot service, including: Feeder service to an accessible fixed route, where such service enables the individual to use the fixed route bus system for part o e trip; and Curb -to -Curb. Curb -to -Curb shared ride service Passengers should wait for the vehicle in a location where the vehicle can be seen, and preferably where the vehicle Operator can see the passenger,, Passengers are to be dropped off in a safe location, as close as possible to the entrance of their destination. Door -to -Door. There are exceptions to the curb -to -curb service including door -to- door when reasonably requested at the time of service by the Passenger or in advance by the passenger or CORK. Examples of people needing "Door -to -Door" service includes customers who. � are unable to self -propel a manual wheelchair; • cannot follow the path to or from a van without guidance; or • needs assistance to maintain his/her balance. If a passenger needs assistance beyond the curb, a reasonable accommodation shall be provided as long as the assistance does not result i*n the following: • A direct threat • The vehicle Operator cannot see the vehicle from the door, typically no further than 75 feet from the vehicle • The vehicle Operator entering the passengers home or other pick-up and drop-off locations • The vehicle Operator backing the vehicle • The vehicle impeding or blocking traffic City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 13 Exhibit Tab 3 = Work Plan ��'� R ``y4. '•. If a passenger lives in a gated community, they should provide the gate code when making the reservation. If a passenger lives in an apartment complex, the pick-up location is in front of the leasing office. If a passenger cannot traverse to the leasing office, the passenger may be picked up in front of their building, upon request. Securement and Mobility Devices Securement training and in -the -field securement audits are an extremely important part of Star's safety and customer service training for its vehicle Operators and supervisors. In accordance with ADA regulations, CORK and Star will provide service to all individuals using mobility devices that fit within the capacity of the lift or ramp being operated. Passengers are advised that vehicle Operators are not permitted to operate a mobility device onto the lift or ramp. The passenger i*s responsible for getting onto the lift or ramp with minimal vehicle Operator assistance for these devices. Proper use of the securement system is required as a condition of service. All wheelchairs and mobility devices must be safely secured before transport. When transporting passengers using mobility devices, the vehicle Operator can suggest but not require passengers transfer to a seat. The passenger, in this case, has the final decision as to whether a transfer is 40 appropriate given the passengers' particular disability. As the regulations require, a passenger who cannot enter the vehicle using the stairs or ramp, but who does not use a wheelchair, will be allowed to enter the vehicle using the lift or ramp. Current Service Levels CORK currently operates four paratransit wheelchair accessible vehicles for a total of forty- eight revenue hours per day providing an average of 20,000 passenger trips per year. CORK determines eligibility for this program and paratransi*t service maybe offered to passengers outside of the ADA service area on a limited basis, but all trips begin and end within the Ci*ty's service area. Star Shall Provide All Necessary Requirements to Operate the ADA Paratransit Services If selected, Star shall provide all the necessary requirements for the operation of the ADA Paratransit services i*n the most efficient and cost-effective manner without compromising quality. The required services to be provided by Star include, but are not limited to: • management • recruiting andtraining • operations .personnel • dispatching • reservations City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 1 4 Exhibit 1 '0 • supervisors • facilities • maintenance le policies and procedures • insurance • record keeping and reporting • telecommunications • vehicles Subscription Trip Policy Tab 3. Work Plan Passengers who use the CORK Paratransit Service to make regular, recurring, trips can request a standing reservation, referred to as a subscription trip, through Star's Customer Service /Dispatch office. The ADA does not allow more than 50% of its service to be subscription in nature. Subscription trips will be limited to no more than 50% of complementary paratransl'ot service capacity,. CORK takes subsc0 ription requests on a first come -first -serve basis. If a passenger makes a standing reservation and has three (3) no-shows, per CORR's no-show policy, the standing reservation will be cancelled and that passenger will not be eligible t:) qualify for subscription service for three (3) months. Trips missed by the individual for reasons beyond his or her control, including, but not limited to, trips that are missed due to Operator error, will not count as a no show. No-show Policy Star must record each customer's no-shows) and provide the information via a Monthly Cancellation / No -Show Report. The CORK applies appropriate sanctions when customers establish a pattern of excessive no-shows,., A no-show is defined as: • any time a bus Operator goes to pick a customer up and he or she decides not to use the service, • is not at the pickup location, • has not called to cancel their trip at least one (1) hour before the scheduled pick-up time, • the vehicle Operator has waited the required 5 minutes and the passenger does not board the vehicle. Passenger no-shows for reasons that are beyond the passengers control will not be counted. Examples of excused no-shows include, but are not limited to. • illness, • accidents, • family emergency, City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL 0 2020 Star Shuttle, Inc. 15 Exhibit Tab 3 — Work Plan • passenger's appointment ran longer than expected and customer could not call to cancel, or Acts of God (flood, earthquake, etc.). Suspensions of service may occur when a rider exceeds the maximum number of no-shows allowed per month. Star's Commitment to Work as a Team with CORR to Achieve Continuous Service Improvement Star Shuttle, Inc. ("'Star") i*s pleased to respond to The City of Round Rock's Request for Proposals for Americans with Disabilities.. ct (ADA) Paratransit Seryices. Star Shuttle, as C01[;M1 s long term paratransit partner has demonstrated that I"ti"s fully capable and prepared for start-up and for continuing operation of this service in full compliance with all provisions of the RFP. Star proposes to once again exceed many of the requirements of the RFP and to go fu.,.her, working with CORK in a team environment towards additional project improvements throughout the term of the Contract. Star and its ADA paratransit management team are knowledgeable in the historical development of ADA Complementary Paratransit services as well as other modes of demand response transportation,, Star understands the goals and challenges of continuous improvement in the delivery of CORK Paratransit Service, and that such improvement is measured in terms of the on -time performance /productivity paradigm, operating cost per revenue and total mile, operating cost per passenger trip, passenger trips per hour, customer satisfaction, and similar measures. In addition to paratrans'a it management and service delivery expertise, Star's management team has a history of providing flexibility and a positive attitude in regard to problem solving, accommodation to customers and the City, and suggesting, embracing and implementing revisions and modifications to operating and administrative requirements. Star understands that the City is looking for firms that will work cooperatively and to make recor-1-mendations about operational or process changes as they become apparent., Star views this project as a team effort and will strive for decisions which result i*n a mutually beneficial outcome. Finally, Star will meet with CORK to make Proj*ecti'omprovements such as a readily available smartphone app that will enable the passenger to make a smartphone reservation, cancellation, rind the real time location of their vehicle, receive updated time of arrival and make payments,, Star will work with CORK to implement these service and technology upgrades. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20,wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 16 Exhibit Star Shuttle Passengers Tab 3. Work Plan CORK passengers are the core of the service; therefore, customer service is of paramount importance. Star*shall transport passengers with a safe, comfortable, clean and secure environment during all phases of their trips. Star shall endeavor to provide the systematic approach necessary to provide reliable service with compassion and understanding, and provide the support services needed in maintenance, supervision, operations and administration to meet passenger's needs. Star's Customer Service Agents, overseen by the Star CORK Customer Service Interface shall ensure that its employees respond to passenger i0 nquires and requests in a positive, prompt, and appropriate manner. ADA Demand Response Trips Star shall transport eligible passengers, passengers who may use a mobility device (transferrable and non- transferrable) and passengers with applicable service level (hand-to- hand, door-to-door, or curb -to -curb as specified) in accordance with the CORK ADA Complementary Paratransit Policies & Procedures and in the safest, most courteous, and efficient manner possible. Star fully understands and knows the CORK ADA Complementary Paratransit Policies & Procedures and knows that they can be found at,: www.roundrocktexas.ov/de artments/trans 0 atipo ubllcmtrans ortati*on/ada- aratransi*tm it- service service Transfer Trips Travel between other transportation service areas in the region may occur, requiring transfer 0 between the various providers. Feeder-to-Fixed Route Trips Passengers who have barriers getting to the fixed route service but can successfully ride fixed route service on reaching an accessible zone or station may receive "feedermto-fixed- route" service. Paratransit service will be provided to the passenger at either end of their fixed route trip, when required. Open Return Trips Trips offered to provide flexibility to passengers who may not know an exact time of when their return trip will be needed. The trips shall be scheduled with an estimated time before City of Round Rockw Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL � 2020 Star Shuttle, Inc. 17 Exhibit Tab 3 — Work Plan the day of service but maybe rescheduled throughout the day of service per the passenger's request. Star's Customer Service Agents and Operators will excel at being responsive to the 0 needs of passengers with Open Return Trips, Standby Trips Standby Trips are trips that are provided on the same day as requested. Star will provide standby trips only when excess capacity exists at the time of the request, when an error 60 occurs in service that is no fault O'f the Passenger, or when a passenger is stranded at a location other than their home. CORK reserves the right to grant other kinds of standby trips on a case -by -case basis. Cancel at Door When the Vehicle Operator arrives at the pickup location (within the 30-minute window) and contacts the passenger and is informed that the passenger does not wish to travel or is not ready to board the vehicle within five minutes (i.e. attempting to board the vehicle). The Vehicle Operator will log this occurrence as a no-show and provide CORK a monthly "No - Show" report. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL 0 2020 Star Shuttle, Inc. V 0 Exhibit "B" 1� Star Shu 1, Tab 3. Work Plan Tab 3. Section 4. Work Plan — Daiil� IL Scheduling/Reservations The number for Star's call center will be posted on CORR's website, listed on marketing materials and placed in the vehicles. Star Shuttle's call center uses an advanced VOIP system provided by T3 Communications. Unity Desktop teamed with T3 Communication's VOIP services, streamlines internal and external company communications with HD voice quality. Features of Star's call center phone system include: • Shows when agents are available to talk, on the Dispatch Workstations at Star's Call Center phone or busy; • Call queuing and call forwarding to next available agent; • Call monitoring and recording for quality assurance; • Point -and -click calling; • Company -wide instant messaging; • Easily saved call logs and reports; • Customizable company and personal directories; • Intuitive icon interface makes training fast and easy; • Directory and Microsoft Outlook integration. Star Shuttle's CORR dispatchers record the reservations into the Simpli dispatch system and relay them to the Operators via CORR manifests with add-ons via radio or text message. The Simpli system captures operational data that is utilized for required CORR Monthly Reports and NTD Reporting. Star will explore with CORR the ability to process phone payments City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL c~ 2020 Star Shuttle, Inc. 19 Exhibit s 15 XN N, 1t ' Tab 3 — Work Plan into the Trapeze S impli system through a secure at authori*ze,,net. All CORK Operators are constantly being monitors that show real-time GPS tracking. Dispatch i reliable monitored payment on large gateway, television Star's dispatch center is located within Star's call center,, The dispatchers manage daily deployment and return of vehicles and vehicle Operators. CORK reservationists and dispatchers work side -by -side. Early in the AM on the same day of service, Star coordinates on4lme service among CORK vehicle Operators. The dispatcher's primary obligation is to provide safe, excellent service to customers by ensuring on time performance and high productivity and attending to same day service and driver requests for manifest adjustments. Star's CORK dispatch office is responsible for communicating directly with its vehicle Operators regarding -most operational issues, to include: routing, location questions, passenger disruptions, accidents, incidents, and mechanical issues. Transportation Supervisors Star shall. have a Transportation Supervisor on duty during all hours that a vehicle Operator is in service under this Contract. The Transportation Supervisor provides support to the vehicle Operators and fulfills a vital role in the overall provision of paratransl"t service. CORK does not employ Transportation Supervisors and therefore must rely on Star's Transportation Supervisors for, issues in the field. TransportationS upervisors may be required to provide public meeting support, site evaluations, incident investigations, customer evaluations and complaints. The Transportation Supervisors will work with vehicle Operators and customers to solve behavior issues, accessibility for boarding vehicles, and other vehicle Operator or customer related problems. Transportation Supervisors on duty will be assigned an ADA accessible vehicle. Transportation Supervisor tasks include (but are not limited to) the following: • Respond immediately (within 30 minutes) in person to all accidents/incidents and investigate accidents/incidents involving customers on board the vehicle. The Transportation Supervisor may also be responsible for transporting the customers to their destinations. • Respond promptly to CORK Dispatch requests for schedule adherence issues, customer issues, Operator issues, and any other service related i*ssues. • Ensure that all Operators are adhering to all CORK policies and standards described in the RFP. They conduct Operator checks to verify that the Operator is complying with all CORK operating requirements such as complying with uniform and grooming standards and being in possession o a valid driver's license and. communications City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B" Star l u Tab 3. Work Plan device. Star periodically performs unannounced Operator checks on every Operator. • Star Transportation Supervisors periodically check that all Operators are driving safely and providing the necessary assistance to all customers and conduct checks on every vehicle, including spare vehicles, to ensure they are equipped with step stools (when applicable), seat belt extensions, seat belts that are working properly, and that vehicles comply with the terms of the RFP. • Transportation Supervisors shall assist in the investigation of customer complaints, ensure on -time performance, identify potentially unsafe operating conditions and ensure the overall efficiency of day-to-day operations. • Transportation Supervisors must be fully knowledgeable regarding Star's and CORR policies and procedures and must apply said procedures in a consistent manner. Transportation Supervisors must extend appropriate courtesy and sensitivity to CORR customers. When on duty, Transportation Supervisors must wear a uniform designed or specified by Star and must meet standards of grooming and appearance as are applicable to CORR Transportation Supervisors. Experienced Transportation Supervisors ensure efficient paratransit service and on -time performance. Transportation Supervisors must have demonstrated knowledge of: • CORR Service Area • Time scheduling for pickups and ultimate destination • Operational responsibilities with respect • Frequently requested pickup and drop-off to delivery of service points • Map reading; the streets and highways of • Cancellation, no-show and re-routing the City of Round Rock procedures • Passenger assistance procedures • Daily reports and trip documentation • Radio use procedures, codes and etiquette • Accident and incident response and reporting procedures Vehicle Operators The vehicle Operator shall ensure the passengers are picked up within the operating window listed on their manifest. If a vehicle Operator arrives at a pick-up location early and the passenger is prepared and willing to depart early, the vehicle Operator may do so. The vehicle Operator is never allowed to pressure a passenger to leave before the thirty (30) minute operating window. If the vehicle Operator is not going to arrive before the end of the next pick-up window or is more than 30 minutes ahead of schedule, the vehicle Operator City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL CO 2020 Star Shuttle, Inc. 21 Exhibit t' 4 Tab 3 — Work Plan shall notify dispatch,, Further clarification for training and other requirements for vehicle Operators i*s outlined in the corresponding section of this solicitation. Manifest Reconciliation Trip information for reporting purposes (i.e. odometer readings, pick up and drop off/pull- in and pull-out times, fare collected, passenger count, etc.), and add -on trip information ( including passenger name and pick up/drop off street addresses.) will need to be accurately recorded by either a mobile data device or paper driver logs. The vehicle Operator shall communicate this information in detail for manifest reconciliation by Star. It is the responsibility of Star to reconcile all missing or incorrect data into scheduling ando perations systems. Accident/Incident Response In the event of an accident, incident, or any other event which may cause a significant delay in service, the vehicle Operator shall contact the Star dispatch immediately. Depending on the severity of the event, Star's dispatch shall contact -th,e.proper authorities. Star*'s Transportation Supervisors shall respond to the scene of every accident or incident. Sample Operational Day The following is an overview of important Star operational procedures. With some minor adjustments, the operations described below are a description of the proactive services that will be provided under the new Contract. Times are approximate and will vary depending on the scheduled level of service. 0430 Managers and A.M. Transportation Supervisor arrive at base, "power up" systems, and check their messages. 0530 Operators clock -in according to assigned clock -in times and check their messages., Star utilizes a hand recognition time clock system to ensure accurate time -keeping. 0530 Routes and vehicles are prewassignedAt this time each morning, the A.M. Transportation Supervisor distributes routes and vehicle keys. Assignment procedures ensure that CORK Dispatchers are aware which Operator is paired with which vehicle. Operators must sign out keys for vehicles. Operators must wear their CORK ID. Operators will synchronize their time piece with the digital clock displayed at Star Shuttle's Base facility which has been synchronized with dispatch. The A.M. Transportation Supervisor will confirm that Operators are i*n uniform and properly groomed. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle., Inc. 22 Exhibit Tab 3,, Work Plan Routes not assigned within reasonable times are assigned by the A.M. Transportation Supervisor to standby Operators. Operators who arrive late lose their route for the day and appropriate action according to company policy is taken. Before departing the lot, Operators must:0 • Review route o Check disability codes o Confirm cancellations o Research any unfamiliar pick-up points and map general directions • Pre -trip Vehicle o Check fuel level and check tires o Inspect vehicle inside and out for safety per DVIR o Inspect for Damage, cleanliness and appearance o Check to ensure that GPS is functioning properly Report any issues to A.M. Transportation Supervisor and/or CORK Customer Service Interface. Next, Operators will place name, time -in, vehicle number and starting mileage on their manifest. Additionally, Operators conduct a radio check with CORK Dispatch. Once vehicle checks are complete, Operators will depart according to the pull-out 40 time on the manifest. Shift Change When the Operator has completed his/her run, the CORK Dispatcher will be notified and the CORK Dispatcher will either assign add-ons or clear the Operator to return to bI ase,.pon arrival at base, the Operator will park the vehicle i*n the assigned area to be serviced. The Operator will place ending mileage and the time they arrived at base on their manifest. The Operator reviews and signs his or her manifest. The Operator is the only person allowed to complete his or her manifest. The manifest along with the are collected and the vehicle keys are turned i*n to the CORK Administrative Clerk to be checked for accuracy. The Operator conducts a postmtrip inspection on a DVIR form. If the Operator has observed a problem with a vehicle, the problem is noted on the DVIR and reported to.the CORK Administrative Clerk and a job ticket is created. The vehicle is placed out of service in. Star's Vehicle Maintenance System (VMS) until the problem is corrected. A vehicle that is out of service in Star's VMS system cannot be dispatched. 1800=2000 Star's Administrative Clerk'wi* repare a recap of collected data from the routes collected by the clerks. A daily'recap i*s prepared with the following information: City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL 0 2020 Star Shuttle, Inc. 23 Exhibit }:ti p ' Ma Tab 3 — Work Plan Route number Time out Time in Dead Head time i*f any Total billable hours Hourly rate Total revenue Number of passengers Number of escorts Number of companions Cash fares Coupons Total fares'collected Cash is balanced and a bank deposit is prepared. Any approved coupons or prepaid vouchers are balanced and secured. The schedules prepared for the following day are sent to Star schedulers for the 0 driver's clock -in times to be assigned. Times are confirmed with driver either in person or via telephone. The next days routes are downloaded and printed by 2200 hours. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 24 Exhibit .. '•f 1 vtir Tab 3. Work Plan 0 AEN& ALAR& � am&'l 'a, -,&,ft = '�% e 40 m m .. ab �...,...:•.Wo--�,raAak ... an !iA�6rvice m mours Contract service levels and compensation are measured i*n "Service Hours". Service Hours Defined Service Hours include the time a vehicle leaves from the gate/lot as scheduled for revenue service to the time it returns to the gate/lot and goes out of revenue service. Pre -trip and post - trip inspection time, scheduled and unscheduled maintenance periods, fueling time, vehicle breakdown time, employee drug testing, and other non -revenue service -related times are not included in compensated Service Hours. Additionally, service interruptions are not included as part of Service Hours. Star understands that Service Hours may increase or decrease over the term of the Contract due to the demand responsive nature of the system. Therefore, Star understands it i's not guaranteed a minimum or maximum number of Service Hours during the term of the Contract. Projected Revenue Hours The projected service hours are 48 hours per day, Monday through Friday, 6:00am to 8:OOP m, based on the'following, • 14-hour service day, 3 vehicles, 253 operating days • 6-hour service day, 1 vehicle, 253 operating days Holiday Service ADA paratransit service will operate on the same days and hours as Capital Metro's fixed route service. No service will be provided on the following holidays and are subject to change according to Capital Metro's published fixed route holiday schedule.* • New Year's Day • Martin Luther King, Jr. • Memorial Day • Independence Day • Labor Day. • Thanksgiving Day • Christmas Day City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 25 Exhibit "B" Tab 3 — Work Plan Amount and Types of Fares 5(y �ti4y a' CORK determines and sets ADA Paratransit fares. Cash fares or multi -ride tickets are currently accepted for paratransit service. CORK reserves the right to introduce fareboxes and other technology for fare collection. Fares will be collected and processed into a consolidated revenue collection report to be deducted from Star's monthly invoice. Fare Policy Star shall submit a fare collection policy, prior to commencing service, on procedures to safeguard the,fare revenues after award of contract and shall take reasonable precautions to ensure the integrity of the fare collection process. Fare Collections All Operators will collect or verify a valid fare media from each passenger upon boarding and will document this on the Manifest. All passengers will be counted, even if they do not pay a fare, and will be documented on the Manifest. Operators will not solicit, accept, or in any way encourage payment of a tip, gratuity or additional payment from any passenger at any time. When changes to the fare occur, CORR will inform Star of the fare changes. It i's Star's responsibility to inform its Operators on changes to the fares. Fares will not be collected from individuals exempt from fare collection per rules set by Money Handling Additionally, Star's money handling procedures are part of Star's Operator training. Star's Operators will not give change. All Operators are given security training. Star also utilizes camera systems in Star's operations and vehicles and will make these systems available for the Contract. Fare Dispute A reasonable effort must be made to collect the proper fare in a courteous manner. If a passenger disputes the fare, the Operator must not pursue the matter but notify Dispatch for 1011 further instructions. Fare Administration City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 446 Exhibit Star Shuttle Tab 3. Work Plan Each Operator is given an envelope to place fares in,, The Operator is responsible for collecting the fare from each passenger, companion or child (subject to CORK rules) and then properly annotating the collection on the Operator's manifest,, The Operator will turn -in the manifest and fare envelope at the Operator check -in window at Star's Austin Facility. The Administrative Clerk in charge of manifests and fare collections will compare the manifest totals to the fares collected. Fares are compared to the Manifest. for accuracy and then the cash is separated and dropped in the safe. The money is picked up by accounting and counted in a secure area. The Administrative Clerk i*n charge of manifests and fare collections will complete the daily recap summary and forward it to the Operations Manager for review and approval; once approved- by the Operations Manager, it is forwarded to Round Rock with the Monthly Invoicing Report. The Operations Manager shall securely destroy all fare media collected once it has been reconciled. Passenger Counting Each'Operator has received driver manifest training. All passengers are counted, even if they do not pay a fare. Each Operator completes their manifest by logging required trip information/passenger counts in the designated areas on the manifest. An appropriate entry is made by the passenger's disability code, for example: ambulatory, wheelchair, scooter, transfers, escorts, and companions,.The Operator then adds -up the total number of passengers transported for that shift. Each Operator is assigned to a Transportation Supervisor. After each shift, the CORK Administrative Clerk audits the Operator's manifest and confirms fare collections, pickups and compares totals to the Operator's totals,, If any discrepancies are found, the Operator is called in by the CORK Transportation Supervisor to recount and correct any errors. The Administrative Clerk i*n charge of manifests and fare collections then is able to accurately complete the Daily Recap Summary. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL C 2020 Star Shuttle; Inc. 27 Exhibit Tab 3 — Work Plan . S tu Sh . LDS r ab 3,, Section 7,, Work Plan - Service Perfor Indicators Introduction Star understands that performance measures outlined below are to be included i*n the Contract to provide the highest level of service possible. Star acknowledges that CORK will monitor Star in its performance of the Contract to ensure adherence to all performance specifications. Star is accustomed to operating under contracts wherein Star is monitored and measured. Working in conjunction with the contracting party Star strives to take a team approach and historically performs well under such circumstances. On -Time Performance On -time is essential to a successful Paratransit operation. "On -time" is defined as when a passenger is picked up within the operating window,, At the time of the initial trip request, the passenger (or individual requesting the trip) will be informed what the operating window is. The standard shall be to maintain a minimum On -Time Performance rating of 90% or higher. Star i's very experienced 1*n monitoring, being monitored- and. maintaining on -time performance and is prepared to exceed the threshold of 90%. Missed Service Missed trips are unacceptable and should not occur. Accordingly, Star must maintain a missed trip percentage of less than 0.05%. A "missed trip" occurs when the vehicle arrives outside of the Pickup window and the rider does not take it. Late/Early Pickup If the vehicle arrives late or early and the rider elects to take the trip, it is considered a late pickup or early pickup. CORR No Strand Policy CORK has a "no strand" policy. In the event that Star takes a passenger to a destination and the passenger is not ready for the schedule pickup time, they cannot be left stranded there. Return service is provided as soon as possible, but without a guaranteed on-time window. S tar's Performance Monitoring Plan is set Exhibit 5. Additionally, performance measures and oversight procedures are di*scussed'throu.ghout this Technical Proposal. This plan includes the minimum details regarding how Star will ensure superior service. Audit forms City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL 0 2020 Star Shuttle, Inc. M 10 Exhibit "B" mar Shuttle Tab 3. Work Plan to be used by Supervisors and the Director of Safety for in the yard quick inspections and in -the -field observation are attached to this Performance Monitoring Plan. Customer Service Complaints / Plan to Communicate with CORR Star shall report, investigate, and resolve passenger complaints and comments regarding the service. All complaints shall be documented as passenger or operational/safety complaints and include a description of any action taken regarding the problems. Introduction Good passenger service begins with the recruiting and screening process, followed by the training process. However, Star is very aware that passenger service issues will arise and Star Shuttle has policies in place that are designed to help diffuse situations and resolve issues quickly and fairly. Star receives many compliments such as these actual compliments: Identify & Resolve Service Issues Before They Escalate It is Star's policy and practice that passenger service issues are identified and resolved before they reach the stage of a passenger inquiry or complaint. There are, however, issues that arise such as: • Lost articles • Operator behavior o Operator late • Operator's driving City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL O 2020 Star Shuttle, Inca 29 Exhibit "B" - ��- h 1 Sir S ut e .......... ... ......... . Tab 3 — Work Plan......... Operational/ Safety Complaints Operational complaints shall be responded to by Star as soon as possible but no later than the next working day following Star's receipt of complaint. The standard shall be to maintain three or less preventable customer complaints per month. Verifiable Safety Complaint or any Allegation of Employee or Passenger Misconduct Star shall notify CORR immediately of any verifiable safety complaint or any complaint alleging employee or passenger misconduct such as inappropriate conversation, touching, assault (physical or verbal), and serious safety violations. Star shall cooperate fully with all law -enforcement and social protective service entities in the investigation and resolution of any allegation of misconduct. Reporting to CORR Regarding Other Incidents or Issues Star will inform the CORR Transit Coordinator within 24 hours if any Operator has any complaint or incident that may adversely impact their ability to provide service to CORR paratransit passengers. Examples are: • Safety issue (such as a client falling) or accident occurring with clients onboard. a If Star Shuttle is running an hour or more behind for scheduled trips (due to weather conditions, traffic, tight scheduling or bus breaking down). • Issues. with a client (such as being disruptive, aggressive, cursing aloud, and is a threat to the Operator or other clients onboard). Responding to CORR Regarding Customer Complaints If a complaint or compliment is made directly to CORR, and CORR forwards the complaint or compliment to Star, Star shall within three business days investigate the complaint and respond to C O R R with an explanation. To the extent practical, passenger service issues will be identified and resolved before they reach the stage of a passenger inquiry or complaint. At a minimum Star's CORR Transportation Supervisors conduct quarterly quality assurance inspections on each Operator. Additionally, the Director of Risk & Safety conducts her own safety audits. All audits are unannounced and are undertaken to ensure that all Operators are adhering to all safety rules, policies and standards required in the RFP or by Star. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL. CO 2020 Star Shuttle, Inc. 30 Exhibit "B" Driver /Veh*lcle Inspection Tab 3,. Work Plan The quality assurance inspections include checking to see that the Operator complies with: • Has valid driver's license • Is wearing Star ID • Is 1*n uniform and complies with grooming standards The quality assurance inspections include checking to see that the vehicle i*s clean and in operating condition in compliance with established Star and RFP vehicle standards. Shadowing The Supervisor or Director of Safety follows the vehicle to observe whether the Operator 19s driving safely, non -aggressively, not speeding, using turn signals, not following to close, etc. Sample forms for used by Supervisors and the Director of Safety are included in Exhibit 5. Performance Monitoring Plan. Observation of ADA. Pick-up Next the Supervisor goes to a scheduled wheelchair passenger pickup and observes '0 passenger loading and securement and to see if the Operator is providing the necessary assistance to all passengers. orrect*ion of Deficienciesn 0 0 Star Shuttle understands that recognition of quality dimensions is only the first step towards improved quality. Once the dimensions are recognized, the causes of poor quality on each dimension must bidentified, priorities set and. corrections implemented. Quality improvement is an ongoing process. Monthly Operations Meetings to Establish Steps to Correct Deficiencies Star's CORK Operations Team meets monthly and prioritizes the dimensions and actions needed to ensure service quality. Any failure to meet or exceed quality objectives is carefully measured and acted upon. Star has continuously improved quality dimensions historically, and will continue to do so in the future via improvements in training, implementing technological advancements, involving employees with team approaches, and acting on.feedback to eliminate the causes of deficient quality. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL 0 2020 Star Shuttle, -Inc. 31 Exhibit Tab 3 — Work Plan Role of CORR Customer Service Interface in Correcting Deficiencies For this Contract, Star's CORK Customer Service Interface will be responsible for investigating and responding to complaints and proactively identifying and responding to other potential passenger service problems and opportunities,, This person must possess the following skills and attributes: 1. Good verbal and written communication skills that include spelling, proofreading, grammar and punctuation; 2. Proficiency in utilizing various computer'software applications, such as word processing, spreadsheet software, and various programs interfacing with the Star's database; 3. Effective interpersonal skills, both in person and by telephone; 4. The mental and visual ability to read semi -complex material such as reports, reference manuals and instructions; 5. The ability to maintain confidentiality of sensitive material; and 6. Empathy with individuals who are trying to resolve an issue. The CORR Customer Service Interface must investigate and respond to complaints as soon as possible (usually the same day), and must strive to have all complaints resolved within 5 business -days. Star assures that all. complaints will be investigated and responded to expeditiously. If necessary, based on recommendations by the CORR Customer Service Interface at the' RK COoperations monthly meeting or before as is necessary or appropriate, procedures are modified or disciplinary action is taken to ensure, that problems do not recur. Communication to CORR Regarding Corrective Actions The CORK Customer Service Interface will communicate to the CORK Transit Coordinator, complaints, investigative findings, service deficiencies identified and specific corrective actions undertaken and to be undertaken within 24 hours. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL � 2020 Star Shuttle, Inc. 32 Exhibit ,},y .1 �''hh',• • ��. �Si\� •� # rot 4 Staffing Levels Tab 3. Work Plan Star shall be responsible for determining all other direct staffing levels and salaries required to deliver the service. Staffing levels b Star shall be adequate to reflect service levels throughout the Contract term. Unless the scope of services is modified by CORK, changes to staffing levels deemed necessary by Star to meet the Contract requirements and provide high quality service shall be implemented at no cost to CORK. On the Contract start date, Star shall have hired and trained all necessary vehicle Operators, maintenance, supervisory and administrative personnel as identified in its staffing and personnel. plan. The Staffing Plan shall bc submitted to CORK 30 days prior.to starting service. It is important to note that Star has experienced CORK Operators, management and support personnel in place and therefore is fully prepared to start the new Contract on short notice,. A discussion of the required staff follows. Driver Miss -outs and Substitute Driver Program On regular weekdays Star will maintain Operators in a "reserve" status to assist with driver miss -outs, facilitate on-timeull-outs, on -time performance and the timely delivery of scheduled trips. Thi*s'i*s standard operating procedure at Star.' General Manager The CORK General Manager is the project manager in charge o the overall management o e program. The CORK General Manager shall maintain consistent communications with CORK through its designated Transit Coordinator or appointed contact person. The CORK General Manager is Abbey Walker. Ms. Walker has over a decade o transportation transit experience, including st-rategic planning, technology adoption and implementation, marketing, cost analysis anaratransit contract compliance. Ms. Walker received her MBA from the University of Texas at Austin in 2016. Her resume is included in Tab 6. Qualifications. Austin Based Operations Manager CORK Project Management / Supervisory Team is proprietary information and /or trade secrets to be exempted from disclosure to a third party. Pam Meadows, the CORK Operations Manager, oversees on a daily basis all vehicle Operators and Transportation Supervisors assigned to the CORK Paratransi*t Services project. She is available for emergencies as needed. This person is on -call 24 hours a day / 365 days per year. Pam 1) s resume is included in Tab 6. Qualifications. City of Round Rack - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL OO 2020 Star Shuttle, Inc. 33 Exhibit "B" 7-7 Tab 3 — Work Plan Reservation / Dispatch Supervisor Star's CORK Dispatchers / Reservationists (herein "CORK Customer Service Agents")are overseen by Hillary Hummel, the CORK Customer Service Interface. Hillary also serves as the designated interface with the CORK Transit Coordinator. Any operational changes that need to be implemented are first approved by the CORK Customer Service Interface, who in -turn briefs, the CORK Operations Manager and the CORK Customer Service Agents. The CORK Operations Manager is responsible for briefing all Operators on the operational changes, while the Customer Service Agents dispatch communications with Operators while in the field or during assignment times. The CORK Customer Service and Dispatch Supervisor/CORK Customer Service Interface is Hillary Hummel. Her resume is included in Tab 6,, Qualifications. Dispatch/Reservation Staff Star operates a call center wherein a designated area and certain personnel are assigned to the CORK contract operations. The CORK reservation and dispatch center personnel ensure the efficient and timely administration of customer service and dispatch. Star shall provide the necessary staff to ensure efficient and timely administration of dispatch including minimizing phone call wait times to as short as possible and 1*n all cases not to exceed 5 minutes. CORK assigned reservatl"onl"sts take reservations and field customer service calls. CORK dispatchers dispatch CORK vehicles and CORK Operators and communicate constantly with CORK Operators and CORK Transportation Supervisors. Dispatch staff shall define, monitor, and analyze fleet performance. Dispatchers ensure on -time performance and productivity and adjust resource allocations/service schedules to meet changing time and travel patterns. Dispatchers monitor Operators and vehicles via real time GPS large screens and immediately respond to all communications and incidents and accidents reported by Operators in the field. Transportation Supervisors Star shall provide Transportation Supervisors to ensure that (1*) Operator schedules and clock -in times are adhered to; (ii) all Operators complete their pre -trip and post -trip procedures; and (1*il*) all routes are timely undertaken and completed. In addition, the A.M./P.M. Supervisors observe Operators to ensure adherence to Safety Rules for Operators and other company policies, and observe and evaluate Operators for their effectiveness in assisting passengers with disabilities. The Supervisors also respond to the scene of incidents or accidents, assist as necessary, and report status to the OM. The Supervisors also ensure that Operators are utilizing communications systems to the greatest extent possible. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 34 Exhibit "B" Star Sh utdeW Physical Location of CORR Paratransit Personnel Tab 3,, Work Plan Star Shuttle operates 3 locations in Austin /San Antonio (these facilities are described in detail I*n Exhibit 6. Facilities Plan). 1) Austin offices, bus yard and maintenance facilities on Airport Blvd (Gunter St.) This I*s the location Austin CORK Operations Manager, CORK Operators, CORK Transportation Supervisors, CORK mechanics and service agents operate out of. 2) Star's 4.2 acre corp-orate campus in San Antonio includes the Academy of Advanced Transportation & Safety, the CORK Call Center'and the "Operations Support Offices" or "OSO". The OSO facilities and OSO personnel exist exclusively to support Star's operations such as the CORK Paratransit Services. 3) Star operates an additional 4.6 acre bus yard and shop across from the San Antonio International Airport — two blocks from OSO. This location has a large vehicle shop, large vehicle automatic wash, a large vehicle paint booth, on -site refueling, etc. Major repair work such as engines and transmissions are done at this shop. Staff Conduct Star's entire management team and staff shall at all times conduct themselves in a professional manner, especially when transporting or communicating with a passenger. Star's policies and procedures require all employees to be polite and courteous in their speech and manner including exercising patience and self-control even when others do not. When confronted with a di*SIMUptive or unruly passenger or situation, staff are expected to follow the procedures and training as outlined' in the Star's ADA sensitivity training, and any other instruction provided by Star or relayed by CORK. Removal from Service Upon the request of CORR, Star shall promptly remove from the contract any employee who CORK considers unsuitable for such work or who has displayed any act of discourtesy, rudeness, use of profanity, or any other act deemed unacceptable by CORK. Star's CORR Paratransit Project Staffing Plan Star Shuttle has established an experienced team to oversee the CORK Paratransit Services 0 under the Contract. The names and relevant experience of assigned CORK project management and sup ervisory Team are set forth in Tab 6 Qualifications below. They manage contract compliance with a deep understanding of the CORK service requirements and goals. The personnel listed below are described in two charts: the first chart i*s operations personnel City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 35 Exhibit Tab 3 — Work Plan Star hi i. le� assigned to the CORK contract and the second chart is personnel that support the CORK contract. All are transportation professionals with years of relevant paratransit experience. Employee Recruiting, Hiring and Retention Program Star Shuttle is responsible for the hiring, discipline, training, supervision and retention of Operators, dispatchers, mechanics, service agents, call center and administrative personnel. Star screens applicants through interviewing, driving experience, driving record, and background checks. The CORK Recruiter looks at each applicant's driving record through the Department of Public Safety and felony criminal background through fingerprinting, and she also checks on references., Star rejects applicants with a criminal hi story and/or if he/she has more than two moving violations in the past three years. All applicants are road tested,, As a general rule Star only hires experienced Operators,. The CORK Recruiter also evaluates Operators in-house before they are tested for certification. Star requires drug testing for all employees in safety related positions per U.S. DOT & FTA rules. Director of Recruiting & Training Star Shuttle employs an experienced Director of Recruiting & Training as part of its Operations Support Offices and Academy of Advanced Transportation & Safety. This person continuously recruits Operators, mechanics, and other personnel as needed, and oversees and schedules Star's trainer and training programs. Many positions such as Transportation Supervisors are promoted within. Re%.1 .. .. uiting 4%ureening of uOo'hperators Maintaining a Fully Staffed Well -Trained Certified Operator Corps Star utilizes only its employees for veh*1cle Operators; independent contractors are never permitted. Star Shuttle understands the passenger transportation employment market, and has devised innovative strategies to keep its Operator corps fully staffed. Star's advertising, recruiting, screening and training efforts are continuous and never cease. Star's applicant tracking system, which streamlines the hiring process while improving internal communications. Star understands the importance of minimizing turnover of Operators in order to promote consistency and a safe environment for the passengers served. Star Shuttle has a history of longevity wheni"t comes to driver employment. Director of Recruiting Training Star's advertising, recruiting, screening and training efforts are continuous and never cease. Betsy Kennedy, Star Shuttle Director of Recruiting and Training is in charge of recruiting and will be utilizing Star's applicant tracking system that streamlines the hiring process while improving internal communications. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20,*007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 36 Exhibit Advertising for Positions Tab 3. Work Plan Star Shuttle advertises and promotes extensively, both internally and externally for driving and other positions that become available. Star recruits Operators on Indeed, Zip Recruiter, Craigslist, radio ads, and through employee referrals. Star Shuttle also advertises for career opportunities on our website at www,,starshuttle.com. All advertisements include an affirmative statement that Star Shuttle i*s an equal opportunity employer that shall not discriminate against any employee or applicant for employment because of race, religion, color, sex, age or national origin. Operator Screening Practices Star's screening process is designed to provide the best possible Operators by eliminating 10 unqualified individuals and persons that do not have the sensitivity to provide this unique type of service. Screening begins with the application and interview process, continues through the training process (not all potential vehicle Operators pass our training program) and throughout a new employee's probationary period, Hiring Requirements - Age of Operators All Operators must be at least twenty-five (25) years of age. All personnel must have a high school diploma or GED. After successful completion of all training and when the new hire begins to drive clients, the trainee is re-classified as an Operator. Applicant Tracking System / References / Prior Employment Star has an online applicant tracking system to improve accuracy, thoroughness and efficiency in the application process. The system also tracks information and produces reports for Star's EEO and Affirmative Action Plan. Each applicant must fill out Star's application for employment completely, accurately and honestly. Interviewers are trained to ask applicants about missing data and cross reference data and questions from the application. Interviewers check work history, phone numbers, references and contact ..�C ..«....4: ,.« ..«r1 4.. 1.....e ....«�:.....4 i4irn or�m�oainn ��7 Star's Applicant Tracking System / References / Prior Employment i*s proprietary information and /or trade secrets to be exempted from disclosure to a thi'rd 1111V1111Ci11V1131 Cl.11U lV avvw a1Jpll%.a11V1a1i1y, ui rviui65 ally 1111JJ1115 IIGL�(L. Special attention is given to any employment time gaps, many jobs in a short time span, or if the applicant complains about past employers. Previous work injuries are also investigated Star Shuttle also obtains prior employer information (name, address, Supervisor's name, and contact number), and non -relative references (name, address/phone, years known, and relationship to applicant). If after the interview, the applicant is still being considered for employment, Star conducts background checks, starting with calling prior employers. By explaining Star Shuttle's City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. ky� Exhibit "B"... ....... .. MW .,_„ -- SW .......... Shuttle ............ .............. ............. Tab 3 — Work Plan. . . ......... contracts and our clientele, most companies are willing to provide more information expeditiously. The interviewer may call several work references and other references to try and get a true composite of the applicant. If a reference is not positive about the applicant, other references are called prior to a hiring decision. If references are acceptable, a criminal background check and motor vehicle report (MVR) are obtained. Background Checks — Prior Employment & References After an interview with the applicant, if they are still being considered for employment, Star conducts background checks starting with calling prior employers. The interviewer may call several work references and other references to try and get a true composite of the applicant. If a reference is not positive about the applicant, other references are called prior to a hiring decision. If references are acceptable, a criminal background check and motor vehicle report (MVR) are obtained. Criminal Background Checks Star Shuttle conducts national background check from a reputable source that consists of three cross references to perform a background check: SS#, credit check and criminal records check. In addition, Star checks criminal records through the Texas DPS Criminal website that includes national criminal conviction records and sex offender records. • Star shall conduct a local, county, State-wide and federal background checks on all safety sensitive personnel prior to employment. The background check shall include an examination of criminal history from any county and state in which the applicant resided within the past seven years. • All Operators and Transportation Supervisors shall be screened prior to and during employment to ensure that they do not have a felony conviction. • All Operators who are expected to operate or maintain a vehicle in CORR service, including Transportation Supervisors and mechanics, must have continuous possession of a valid Driver's License in the U.S. for the past 5 years and current possession of a valid Texas Class C Driver's License or approved equal. • All Operators shall have no felony criminal convictions; or prior "Driving While Intoxicated" or "Driving under the Influence" (DWI/DUI) convictions within the preceding three (3) years; no more than two traffic citations for moving violations in the preceding three years. • Applicants terminated from CORR, or from a previous employer due to drug and/or alcohol usage shall not be eligible for hire. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL O 2020 Star Shuttle, Inc. MV Exhibit Motor Vehicle Record (MVR) Tab 3,, Work Plan Should an applicant successfully complete the interview phase and criminal background check, they are offered conditional employment. At this point his or her Motor Vehicle Record (MVR) i*s obtained. All Operators and Transportation Supervisors must have a MVR not more than 90 days old from the Texas Department of Public Safety prior to employment and quarterly thereafter. The MVR check shall include a record of the applicant's driving history from any state in which the applicant resided for a minimum of 3 years and current possession of a valid Texas Class C Driver's License or approved equal. If an accident, ticket, suspension or other irregularity appears, Payroll forwards a copy of the MVR to the Operations Manager for appropriate action,, Thel"nformati"on will be kept i*n each employee's personnel file. [Balance of this page intentionally blank] City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 39 Exhibit "B" Tab 3 — Work Plan loan bwmft ti tt4 ti New Hire Packet — Consent to Disclose Information to CORR Each new employee is provided, and must sign as having received, the Star Shuttle "new hire packet." This packet includes the Star Personnel Practices & Policies —Employee Handbook that sets forth all company policies and benefits; a Consent to Disclose Information Form (which allows Star Shuttle to provide copies of employee records to City of Round Rock - ADA Paratransi*t Services as needed); and other forms relating to Star's medical plan, dental plan, and other benefits. Star's Employee Manual and Benefits are also available to all employees electronically through an employee portal on Star's website, Star's Personnel Practices & Policies — Employee Handbook is included in Exhibit 2,, Employee Benefits All full-time employees are entitled to an attractive benefits package, which is detailed in the Star Employee Handbook. Star Shuttle generally meets or exceeds industry standards 1*n regards to employee benefits. Tobacco Free Company Effective January 1, 2012, Star became a tobacco free company. Star prohibits tobacco use in vehicles, on -the job and at the worksl*te or on -premises (including during breaks) in order to protect the health of smokers and non-smokers alike. Tobacco cessation counseling referrals are offered to all employees. Career Path - Equal Employment Opportunity/Affirmative Action Plan One of the distinct advantages of Star Shuttle's diversification is that opportunities exist for advancement into other operations as more challenging positions become available. Star Shuttle practices fair and equal treatment of all employees. In this regard, Star Shuttle has a formal equal opportunity plan which has been submitted to the US DOT/FTA. Ms. Betsy Kennedy, Director of Recruiting and Training is Star's EEO Officer. Betsy maintains, through specific recruiting and on -boarding programs, all EEO statistics for EEO / Affirmative Action plans and reports,, Betsy meets with Star's VP and provides updates on hiring and recruiting statistics, EEO Affirmati*ve Action goals and equal employment OPIortunity goals and issues. Human Resources Group All company personnel policies and benefit programs are coordinated through Star's Human Resources Group. The Human Resources Group is headed by Christina Casas, an HR professional. Employees with a complaint or problem often contact Christina directly, thus facilitating open communication and problem -solving rather than poor communication and City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B" --•,■■�■�II�IStu Shuttle Tab 3. Work Plan problem avoidance. Employees also have direct access to senior management which has an open-door policy, Christina reports directly to the President / CEO. Vehicle Operator Staffing and Standards — Reserve Operators Star shall have sufficient reserve Operators to compensate for Operators not showing up for work, vehicle breakdowns, accidents, etc. Physical Exam and DOT Drug Screen If the applicant's MVR is in order, the applicant is sent to a carefully selected medical clinic for a physical and an FTA drug screen. All Operators must be in good physical condition and pass a physical examination before providing CORR service. The results of the physical must show that the individual is able to operate a motor vehicle under the conditions of employment. Passage of the pre -employment drug/alcohol test is also required. DOT physicals will be conducted every two years on Operators as detailed by 49CFR 391.41. Training & Testing of Star's Staff Star has invested heavily in the areas of recruiting, screening and training. In addition to training and testing at Star's Academy of Advanced Transportation and Safety, additional training and behind the wheel training is provided in Austin and Round Rock. Paratransit Training Course — PAT, Securement & Sensitivity Star has developed, and will review with CORR upon request outlines of its paratransit Operator training program. Training includes drug & alcohol training; first aid/CPR, passenger assistance training (PAT); proper loading, unloading, and securement of wheelchairs, scooters and other mobility devices; ADA sensitivity training; understanding different types of disabilities, CORR contract requirements; defensive driving; sexual harassment, behind the wheel (BTW) training and many other areas of competency. A detailed discussion of Star's training programs is set forth below. Refresher Training Provided by Star Star Shuttle shall provide annual refresher training to their Operators and Transportation Supervisors. Additionally, safety training and customer service are required agenda items at all Operator meetings. Attendance /Updates All Operators must sign an attendance and completion form indicating that he/she has received training in each required area. Star will incorporate in the training program any City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL, © 2020 Star Shuttle, Inc. 41 Exhibit Tab 3 — Work Plan changes reasonably requested by CORK. Documentation ti. XX ti ;. eti All training is documented at Star Shuttle including sign -in attendance sheets that are verified by, hand -print clock -in & clock -out records; and individual training files and trainer's records. Managers are notified of any training requirement deficiencies thirty days 1P prior to the employee's anniversary date. Trainer evaluations are administered through our HR Department. Evaluations are designed to measure the effectiveness of the trainer and of the training materials. Summaries of the evaluations are distributed to the Director of Training and senior managers. Star Shuttle has a file retention and purging policy. All training files are kept, at a minimum for the duration 'D of the contract requirements pertaining to the particular files. Files are kept in a controlle*d setting, locked with only electronic key access. File storage is also under video surveillance and is independently overseen by the Safety Director. Staff Conduct/Removal from CORR Service '0 Star requires that all employees that work on the CORK parAtransit service conduct themselves in a professional manner at all times. Operators,, Transportation Supervisors, Reservatl'onists and Dispatchers must be polite and courteous in their speech and manner when transporting or communicating with a CORR passenger. All CORK service employees receive ADA sensitivity training and are trained to exercise patience and self-control even when others do not. When confronted with a disruptive or unruly passenger or situation Operators are trained to diffuse the situation and i*f necessary to call dispatch to request assistance from a Transportation Supervisor. Upon the request of CORR, Star shall promptly remove from the contract any employee who CORK considers unsuitable for such work or who has displayed any act of discourtesy, rudeness, use of profanity, or any other act deemed unacceptable by CORK. Star s P at ansit Operator Training Manual & Workbook Star's confidential I aral ansi perator Training Manual &Workbook is included as Exhibit 10. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 4 2 xhibit "B" Star Shuttle i Ea moan ILAIIIIILL�- CORR Vehicle Operators Tab 3. Work Plan Star recognizes that the success of its transportation program, service delivery, and overall customer experience is built upon the strength of its Vehicle Operators. In this regard Star shall provide qualified, highly -skilled, and well -trained Vehicle Operators with a primary focus on safety and excellent customer service. Vehicle Operators shall secure all mobility aides and passengers to prevent injuries and damage. Vehicle Operator training shall be the responsibility of Star. Vehicle Operators shall complete pre trip and post trip inspections and shall note any vehicle defects. If a Vehicle Operator finds an unsafe mechanical condition, the vehicle should not be operated on any route. Minimum Qualifications of CORR Vehicle Operators Star shall ensure that all drivers meet the following minimum requirements before operating a vehicle under the CORR Paratransit Service contract: • Star Shuttle Operators must be more than 25 years of age and have a Class C or above Texas Operator's license,, • All Operators will have all of the required licenses including a State of Texas Driver's License appropriate for the class of vehicle to be operated, and permits to transport passengers within the State of Texas and the localities within the Round Rock service area,, • Must have maintained a valid driver's license for five years. • No more than two traffic citations for moving violations in the preceding three years. • No DWUDUI convictions in the preceding three years. • No felony convictions. • Any personnel who may operate a revenue vehicle shall pass a biennial Federal Department of Transportation (DOT) physical examination and a comprehensive drug screen as detailed by 49 CFR 391.4 1. Furthermore, all of said licenses and permits shall be current and each Operator will have a safe driving record and meet or exceed insurance carrier requirements,, Driver qualification files are maintained on all Operators. Each prospective Operator must undergo multiple interviews to determine experience and attitude and undergo pre -employment screening including drug testing. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 43 Exhibit Tab 3 - Work Plan .......... Other General Requirements for CORR Vehicle Operators Star's Operators must complete CORK Paratransit training (both classroom and on -the -road) and be subject to random drug and alcohol testing. Operators are trained in map reading skills and proper GPS system procedures including communication etiquette,, Operators must be able to complete paper Manifests legibly and accurately. All Operators must be familiar with and follow company policies and the Safety Rules for Drivers. All Operators must wear the company uniform, and be clean-cut and well groomed, and be thoroughly professional. Operators must report i*n at their scheduled time. Operators must be willing and able to work with and assist persons with disabilities. Motor Vehicle Records (MVR"s) Additionally, Star updates Operators' MVR every three (3) months and Criminal Background records annually to ensure that the Operator is still eligible to drive for Star. A detailed discussion of the hiring process, qualifications and training are contained in Tab 3, Section 10 of the Work Plan - Vehicle Operators & Frontline Staff Training. Prohibited Conduct Star shall immediately remove any Vehicle Operator from service 1*f found to commit unsafe or inappropriate acts while providing service under the CORR Contract. Star shall notify CORK if a Vehicle Operator will be removed from service for this reason, and submit a written report providing details, customer name, date/time, etc. of the incident within 24 hours to CORK. Cause for Removal from Service Star understands that CORK may require Star to immediately remove any Vehicle Operator from contracted service (pending investigation) for prohibited conduct, including but not limited to, the following: • Committing unsafe, inappropriate, or criminal acts while providing service, • Cell phone use while operating a vehicle, including texting and use of wireless headphones or devices, • Revocation, suspension, or non -renewal of a valid Texas Driver's License, • Arrests for any reason, • Notification o an active warrant from any law enforcement or judicial agency, • Failure to meet Vehicle Operator employment requirements in Section 9.A. of the Pe Vehicle Operator Dress Code and Personal Appearance Standards Star shall provide uniforms to be worn by all drivers when operating a vehicle i*n service. It is Star's responsibility to see that driver's uniforms remain in good repair and do not appear City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL 0 2020 Star Shuttle, Inc. 44 Exhibit Tab 3,, Work Plan old or worn out. Vehicle Operators shall present a neat and clean appearance and wear only Star's authorized uniform. tiperators RAa%ra*pons*ib*i1*it*ies Teaching vehicle Operators their operational responsibilities is the responsibility of Star and a primary focus of Star's CORK Paratransit training program,. In addition to reporting to work consistently and in a timely manner, Operators must meet many professional standards regarding safety, sensitivity, appearance, attitude and best practices in the area of ADA paratransit service delivery. Some of the Operators' responsibilities that will be taught and enforced by Star are discussed below. Photo ID"s '0 Operators and Transportation Supervisors must wear a photo identification name badge, showing their name and photograph, and the name Star Shuttle. All Operators must display a Star Shuttle name tag/plate with their name prominently displayed and in clear view so that they can be easily identified by passengers. Sunglasses Sunglasses or dark lenses maybe worn only during daylight hours. Personal Electronic Devices (PEDs) Except for a mounted GPS unit, Operators and supervisory personnel will be strictly prohibited from using any mobile electronic devices (including but not limited to pagers, cellular phones, radios, MP3 players, Bluetooth headsets, earpieces, CD/DVD players, electronic tablets and digital recorders) while driving a Star Shuttle / CORR vehicle during the delivery or administration of CORK Paratransit Service,, Use of a PED while driving is grounds for job termination. Operators may use a cellular phone for short message if the van is parked at a pick-up, dropmodrop-offm— or desiated layover point and no passengers are on board, or in an emergency situation if parked in a safe location and if so directed by Star Dispatch or a Supervisor. Other Professional Conduct Requirements Operators will also follow rules and requirements applicable to CORK Operators with respect to personal hygiene and appearance, the use of tobacco products, professional conduct and related issues and behaviors. Secure Mobility Aids des and passengers to prevent injuries and damage. Operators shall secure all mobility al City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20=007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 45 Exhibit - - -------- k ---------- -- ----- S4 Tab 3 — Work Plan Pre -trip & Post -trip inspections All Operators shall complete pre trip and post trip inspections and shall note any vehicle defects. If a Vehicle Operator finds an unsafe mechanical condition, the vehicle i*s put out of service and is not be operated on any route. Details of the inspection and repair process is set forth 1*n the Maintenance Plan set forth i*n Exhibit 3. Driver Pre -Trip Inspections / Checking Equipment'ien Vehicles Before departing base to perform a route Operator shall perform a preArip inspection to ascertain if the vehicle has any defects, which would take the vehicle out of service. All safety and emergency equipment in each vehicle shall be maintained to meet applicable local, state and federal standards. Star shall also ensure that all Operator complaints or concerns regarding revenue vehicles are completed 1*n a timely manner. The Pre -Trip inspection shall include a thorough review of and ensure the functionality, sufficiency, and roadworthiness of the following items: • Directional signals and flashers • Headlights • Brake lights and tail lights • Windshield wipers/washers • Interior lights • Horn • Wheel and parking brakes • Door operation, including emergency exits and alarms • Fire extinguisher, first aid kit, reflector kit and spill/Bio-hazard kit • liftor Ramp function • Sufficient tie -down equipment • Heater/Defroster/AC • Tires • Radio communications • Body damage including dents, scrapes, broken lenses orwindows • Interior conditions including seats. Reviewing the Manifest Before beginning their route, Star's Operators must review the CORK Paratransi* anifests. ar 5 s Operators must lookup addresses they are notfamiliar either with a map book or GPS and an how to perform the route. Before arriving to pick-up a passenger, the Operator shall examine the manifest to note iff the customer requires additional assistance, or has any other condition that may require special assistance. The manifest will indicate customers who require additional assistance. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit Tab 3. Work Plan Pick-up Times and Passenger Readiness Operators must be thoroughly familiar with the CORK pick-up window. Passengers are given an approximate pick-up time by the Star CORK Customer Service Agent. Passengers are instructed to allow a 30mminute window of time for arrival. The 30mml*nute window means the passenger needs to be ready to board the vehicle 15 minutes before and 15 minutes after the scheduled time. Upon vehicle arrival, within the 30-minute window, passengers have five (5) minutes to board the vehicle. Star Dispatch may contact the passenger if the vehicle is going to be earlier or later than the 30te-minuwindow, as there may be times when outside factors affect the vehicle's arrival time, such as traffic and road conditions. Star's Operators cannot require that a customer board the vehicle before the pick-up window time. Seat Belts and Passenger Assistance / Authorized Passengers Only Operators will provide assistance to each customer as required to ensure customer safety. Once onboard, the Operator will help with customer seating, including fastening of the seat belt, if necessary. If a customer removes their seatbelt during the trip and the Operator becomes aware that the seatbelt has been removed, the Operator will pull over at a safe location and ask the passenger to put their seatbelt back on before proceeding. If the customer then fails or refuses to secure their seatbelt, the Operator will call Star Dispatch for further instructions, including the possible dispatch of a Transportation Supervisor. The Operator will assist the customer as needed in collecting the cash fare or ticket. Each Operator will assist each customer in the manner and to the extent required, 1"n accordance with Star's and CORR I s ADA policies. Passengers must not be left unattended in the vehicle except when the Operator is providing Door -to -Door service. CORK customers are not to ride with individuals who are not on the manifest as companions or personal care assistants (PCA"s). Packages Passengers are expected to only bring what they can safely carry on their own or with the assistance from a -personal care attendant or companion, in one trip', Packages cannot block the aisle or pose a safety hazard. Customer Assistance for Individuals Manual Wheelchairs It is the Operator's responsibility to guide a manual wheelchair onto the lift or ramp of the vehicle and to guide them off to the wheelchair slot in the vehicle or onto the curb when unloading. The Operator will ensure that all wheelchairs, scooters and other similar mobility devices are properly secured in the vehicle. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20=007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 47 Exhibit "B" Tab 3 — Work Plan Lift and Securement Use Policy .... ...... 1 1 yt� i, . . .. ... .. ..... SIS In accordance with ADA regulations, Star shall provide service to all CORK Paratransit Passengers using mobility devices that fit within the capacity of the lift or ramp being operated,, Operators must advise passengers that vehicle Operators are not permitted to operate a mobility device onto the lift or ramp. The passenger iisresponsble for getting onto the lift with minimal vehicle Operator assistance for these devices. Use of the securement system is required as a condition of service,. All wheelchairs and mobility devices must be safely, secured before transport. When transporting passengers using mobility devices, Star can suggest but not require passengers transfer to a seat. The passenger has the final decision as to whether a transfer is appropriate given the Passengers' particular disability. As the regulations require, a passenger who cannot enter the vehicle using the stairs, but who does not use a wheelchair, will be allowed to enter the vehicle using the lift or ramp. Mobility Devices, and Other Necessary Equipment Star shall not prohibit any mobility device, unless i*t exceeds the ADA capacity of the vehicle or its equipment (lifts/ramps). Star shall not prohibit a passenger from boarding who has a respirator, portable oxygen and/or other life support equipment, as long as the items do not violate the law or rules relating to the transportation of hazardous materials. If under the circumstances an Operator determines that safety is being jeopardized, the Operator will contact Dispatch before leaving the pick-up location. All equipment must be small enough to fit in the vehicle safely without obstructing the aisle or blocking emergency exits. Any and all claims that assisti*ve devices, such as walkers, canes or crutches, have been damaged by Star1 s negligence shall be settled solely by Star. Infant Car Seats The customer is to provide the infant car seat, if needed, and is responsible for securing the car seat in the vehicle. The customer or his/her companion or PCA is also responsible for securing the child in the car seat. Traveling Companions of ADA Eligible Persons Personal care attendants (PCAs) are eligible to accompany the ADA eligible person at no charge. Passengers are required to reserve a space,, at the time of reservation, for a PCA. Disclosure of the need of a PCA is a requirement of the CORK Paratransit application process. If the use of a personal care attendant is not disclosed, then any individual accompanying the ADA eligible person shall be regarded as a companion. Companions, who City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20w007 CONFIDENTIAL 0 2020 Star Shuttle, Inc. Exhibit "B" Star Shuttle Tab 3. Work Plan are not acting in the capacity of a PCA, with the same origin and destination, are allowed to travel with the ADA eligible person on a space available basis. Companions are required to pay the applicable paratransit fa re, Recording Information on Manifest Star will require each Operator to complete a Daily Manifest for every route. On the manifest the Operator will enter the name of Operator, van number, actual arrival time of pick-up and drop-off, actual time of every departure for every pick-up and drop-off, method of payment by passenger, number of PCA's and companions. The Operator must also note the total number of cancellations, late cancellations, late pick-ups, late drop-offs and missed trips. All times must be noted in military time. Operators must enter the.precise times on the manifest. Each manifest must be completed and signed by the Operator. Service Animals All passengers are allowed to travel with service animals trained to assist them. There will be no additional fare or surcharge for the use of a service animal. The service animal will not be considered a PCA or companion,, Star shall not refuse the boarding of service animals on Star's vehicles, nor require a customer to sit apart from his/her service animal. Vehicle Breakdowns If a vehicle breaks down while transporting a customer, the Operator will contact Dispatch immediately. Star shall immediately send another vehicle to transport customers to their destinations. Items Left in the Vehicle Items left in a vehicle by customers must be properly tagged and submitted to the CORK Operations Manager. Star shall first try and locate the owner of the item and if that cannot be established, Star will notify the CORK of the found item. Distribution of Literature Star will not distribute literature of any kind to CORK customers unless directed by CORK. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 49 Exhibit"B" Tab 3 — Work Plan T91AQ MAM& raining ..:.:...::.. Staffing Plan - Maintaining a Fully Staffed Well -Trained Operator Corps Maintaining a fully staffed and well -trained Operator corps is the key to CORK paratransi*t service success. Star utilizes only its employees for vehicle Operators; independent contractors are never permitted. Star Shuttle understands the Round Rock Austin employment market, and has devised innovative strategies to keep its Operator corps fully staffed. Star utilizes a weekly driver bonus program to ensure and reward daily and on -time attendance. Training Plan Star shall provide its Paratransit Training Plan to CORR prior to starting service. The training plan for vehicle Operators includes, but not limited to training for: Defensive Driving, First Al*cl/CPR, Behind the Wheel (BTW), Wheelchair securement, PAT, ADA sensitivity, and drug & alcohol. Star provides transportation for Austin area trainees to training classes at the Academy in San Antonio. Star's confidential Paratransit Operator Training Manual & Workbook is included as Exhibit 100 Active Drivers List / Additional Training Star shall keep a list of active drivers including date of hire and most recent driving training for CORK audit, upon request., Star also requires sign in sheets or training login records for all training sessions. Star shall provide army requested additional training if the training requirements are determined to be insufficient by CORK. Star also provides, as part of its Training Plan, refresher training and additional training at regularly scheduled drivers' meetings. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 50 Exhibit "B" IY Star ShuttleTab 3. Work Plan CORR Training Program Introduction CORR Paratransit Trainers Star Shuttle has two (2) experienced CORR Trainers who are responsible for the overall training requirements for all Operators and CORR Transportation Supervisors employed by Star to perform the CORR Contract. The Trainers are full-time employees. Richard Santos is dedicated only to providing training while Loretta Gonzalez serves as CORR Customer Service Agent and is a back-up to Richard Santos and additionally provides securement training from time to time. The Director of Recruiting & Training together with the Director of Risk &Safety and the Trainers constantly update and improve Star's classroom training program and training materials. Star's CORR Trainers are knowledgeable in paratransit service delivery requirements set forth in CORR Contract and relevant portions of the ADA, Equal Employment Opportunity Laws and Regulations and FTA Policies. They teach defensive driving, daily operating procedures (manifests, fare collection, 10-codes, map book reading and route plotting), safety policies, PAT, securement, sensitivity training and ADA and CORR Contract requirements. Pre -Training "Ride-alongs" The training information, Pre - training Ride- Alongs and Operator Training is proprietary information and /or trade secrets to be exempted from disclosure to a third party. Prior to entering classroom training Star has a policy of having prospective Operators ride along with a veteran driver to directly experience what the job entails. Star CORR Dispatch is notified in advance that a prospective Operator will be riding prior to adding this additional passenger. This procedure sometimes results in a prospective Operator deciding the job is not for him or her. Star has determined it is better to have a prospective Operator reach this conclusion at an early stage in the training process. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL CO 2020 Star Shuttle, Inc. 51 Exhibit "E"SW �-� —...�...... .. .... ...... -- Shuttle Tab 3 — Work Plan ...... .... " ......... . ...... ... Paratransit Vehicle Operator Training If the prospective Operator passes the physical and other exams, then the Operator is scheduled for Star Shuttle's Operator training program. The program consists of classroom training including, but not limited to the topics or course modules listed below. :: :::... .... ...... ::.. ... ... . ... - :.l 111.:..::.. ;......: � � ? f the entire Course . : Successful completion e e .. .: a ::::....::::::;:::;:::..::: is mandatory before an Operator is allowed to drive for the company. For Star's passenger assistance training and sensitivity training, Star has contracted with outside disability experts as discussed below. Some of the topics covered are: • History of Star and customer service • Customer Service Due Diligence philosophy Training . • CORR Contract requirements • Map reading / electronic maps • Star policies and Procedures • Passenger Assistance Training (PAT) • Operator Paperwork • Defensive driving • ADA and Sensitivity training • Proper and improper customer • Lift /Ramp Training — ADA conversation and relations requirements and proper use of lifts, • Drug and alcohol education ramps and securement devices on lift . Cell phone and hand held device ban and in -vehicle (when applicable) • Communication rules, etiquette and • Workplace and customer sexual operating procedures harassment • In -vehicle training, observation and • Accident and incident procedures driving • Customer Service Training • Operator Security Training New Driver Training Class Syllabus and Materials to be used All Operators and Transportation Supervisors will complete a CORR Operator training program to include the following: Map Reading Use of street guides and passing a map readying proficiency test. This includes in the classroom of learning how to read a map and on the road plotting out and driving routes. Although digital maps and routing are available, Star believes that Operators must have a big picture understanding of the physical layout and boundaries of the CORR Paratransit City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc. 52 Exhibit h - S td Ykti y fr Tab 3. Work Plan service area and context and understanding of the 4 points on the compass as well as the direction of major thoroughfares, and the location of frequent pickup/drop off points. Paperwork and / or Use of Mobile - Data Terminals Proper completion of manifests, Driver Vehicle Inspection Reports, Safety Related Defects and other forms or use of electronic input devices such as mobile data terminals. This includes how to read a manifest, incident/accident reports, how to write objectively and completing other essential policy forms. Policy and Procedures Training of Operators and Transportation Supervisors regarding CORK contract requirements, including fare collection, and Star's internal policies and procedures,, 40 Passenger Assistance Training (PAT) / Securement Star's PAT program was developed to mirror a large transit agency's PAT program. Some of the training materials for the course come from Project Action, National Easter Seal 0 Society,, TraiTrainingin loading and unloading of passengers utilizing mobility devices and the proper securement and storage of same i's of utmost importance. Sensitivity Training Star Shuttle's sensitivity training consists of sensitivity and responsiveness to persons with disabilities. Star has included members of the disability community i*n the development of this training and may engage the local disability community in its training at Star's expense. Each CORK Operator, Transportation Supervisor and Operations Manager must successfully complete Star's Sensitivity Training Program. This classroom program i*s a part of Star's initial Operator Sensitivity Training is proprietary information and /or trade secrets to be exempted from disclosure to a third party. training program,, The program teaches Star Shuttle personnel the historical development of the ADA, who is protected, what i*s covered and its application in public transit. The program also teaches Star personnel that people with disabilities want to be treated and be able to work and shop like anyone else, and that different types of disabilities require different types of help. Communication Training Star's Operator training course includes proper use of communications devices. The course includes communication equipment use, rules, procedures and etiquette. Star Shuttle City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 53 Exhibit Tab 3 — Work Plan communication procedures must be followed at all times by all Operators, Transportation Supervisors and dispatchers. Refresher Training Refresher training will be conducted annually with all Operators and Transportation Supervisors,, Also, any Operator or Transportation Supervisor that is rehired after a leave of absence of more than 60 days will attend refresher training. Any Operator who receives two (2) substantiated service complaints wthin ia rolling six-month period is required to attend a refresher Passenger Assistance Training, Sensitivity Training and/or Defensive Driving course, whichever is applicable. Defensive Driving Training Star Shuttle trainers are trained and focus on 5 Keys to Safe Driving: • Aim High in Steering -Look 15 seconds into your future. (Don't just look at the vehicle in front of you) • Get the Big Picture Look for Hazards. (Other Motorists, Pedestrians, Vehicle doors opening) • Keep Your Eyes Moving -Don't stare. (Use your peripheral vision stop the fixed habit stare) • Leave Yourself an Out - Monitor the space cushion around you and your car. • Make sure They See You - Use your signals- (Directional signals, 4-Way Flashers, Head Lights, Brake Lights, Horn, Hand Signals) Make Eye Contact. All existing Operators and Transportation Supervisors must successfully complete a refresher Operator class provided by Star's CORK trainers in conjunction with the commencement of the new Contract. Customer Service Course concerning the basics of good customer service and PAT. Sexual Harassment Course concerning sexual harassment of passengers I*n the field and sexual harassment i*n the work place. On Road Training Star shall provide each Operator on -the -road observation and training with an experienced/qualified Operator trainer (Operator trainers must have excellent records). City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 54 Exhibit lra :........... x. Tab 3. Work Plan Star provides the following additional training for Managers and Transportation Supervisors: Reasonable Suspicion Class Star's reasonable suspicion training meets and exceeds the FTA regulation requiring 60 minutes of training on the signs and symptoms of alcohol misuse, and 60 minutes of training on the signs and symptoms of prohibited drug use. The recommended additi'onal 30 minutes to conduct the overview and wrap-up sessions, is also included. This training covers information found from the following sources: FTA's policy on Controlled Substances, Supervisor's Reasonable Suspicion testing procedure's, and a DOT Reasonable Suspicion training video. Throughout the training, Managers and Transportation Supervisors learn the characteristics and traits of dru.gs and alcohol, how to identify people who may be using drugs/alcohol, and the general testing requirements. Students participate in two (2) case studies, two (2) scenarios and receive a handout that describes the effects of prohibited drugs. Bloodborne Pathogens This training follows the National Safety Council's Bloodborne Pathogens procedures, including the handling and cleaning of body fluids, syringes and needles. Annual refresher training is required. Weekly and Monthly Operations Meetings A weekly "stand-up" operations meeting is held in the middle of each week. Once a month a comprehensive monthly operations meeting is held. These meetings are both educational and practical. In attendance are the CORK General Manager, CORK Operations Manager, CORK Transportation Supervisors, CORK Customer Service Interface and CORK Customer Service Agents, and Director of Risk and Safety., Agenda items include upcoming workloads and events; number of new hires and terminations; incidents, accidents, compliments and complaints; policy and procedures; safety and maintenance and new ideas. Transportation Supervisors' Meetings Transportation SUpervisors in turn meet with their assigned vehicle Operators. Regular communication between Transportation Supervisors and their assigned drivers increases Operator knowledge and confidence, reduces incidents and accidents and keeps morale high. Star's managennent listens closely to drivers' needs, complaints and ideas in order to identify potential problems before they escalate. Star's Operators have,been the source of many City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle,, Inc. 55 Exhibit Tab 3 — Work Plan outstanding new ideas that have been implemented into practice,, Finally, open dialogue on a scheduled basis builds trust and increases longevity in the driver corps. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 56 Exhibit "B" .ti 1 � 1ti1". ..Y Tab 3. Work Plan Tab 3. Section 11,Womahrk Plan - ccient or Severe Incident Procedures / Safety Plan Accident or Severe Incident Procedure In the case of an accident or severe incident, the Operator will then immediately report the accident/incident to a Star CORK Customer Service Agent Dispatcher. Star Shuttle will immediately notify the designated representative of CORK. The Operator's and the Dispatcher's first concern is to make sure no one is injured and to find out what passengers are on board. Dispatch will notify Police and EMS if there appears to be an injury involving the need for immediate medical treatment. 0 Accident and incident procedures are clearly explained in Star's training materials and all Operators and operating personnel are trained in proper procedures for notifying CORK Dispatch and CORR I*n the event of an emergency. In all cases involving extensive property damage oi requested by CORK, the CORK Operations Manager immediately be dispatched to the scene of the accident. er $2,500, passenger injuries or as or a Transportation Supervisor will The Director of Risk and Safety will be contacted and a licensed a 's djus,ter will be dispatched to the scene, if practicable. All passengers are requested to remain at the scene if possible until a proper police authority releases them, at which time the passengers will be transported to their destinations by a Transportation Supervisor. The CORK Dispatcher will automatically reroute the remaining portion of the route or send another vehicle and Operator to complete the run. If the accident involves an injury, the insurance carrier is immediately notified of the accident and provided completed accident reports and other relevant information. Finally, post -accident drug and alcohol testing are conducted pursuant to Federal guidelines which are incorporated in Star's Drug &Alcohol Prevention Policy. Star's Drug & Alcohol Prevention Policy - Circumstances Requiring Drug or Alcohol Testing and Post Accident Testing is included in Exhibit 1. As soon as possible or within 48 hours, Star Shuttle will provide to CORK a report that includes the number of passengers and Operator. staff onboard at the time o e accident, listing the names, as well as an injury and completed accident report. Star Shuttle's Director of Risk and Safety will also review any accident procedures/instructions provided by CORK prior to commencement of service. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL 0 2020 Star Shuttle, Inc. 57 Exhibit Star Shuttle Tab 3 — Work Plan Emergency Plan for Severe Weather Conditions and other Events Following notification by CORK or any emergency response agency, Star will notify the CORK General Manager, assess the situation I and establish a command post in the Star Call Center. The emergency plan will be according to recommendations made by law enforcement, TX DOT and other emergency response agencies. Anemer gencyplanwillbe activated with the focus on providing safety, preventing injury and protecting property until order'can be restored. In severe weather conditions and other events Star Shuttle's management team will go the distance to communicate directly with CORRI s management team and safely transport all customers to locations instructed as the conditions permit. Constant communication with the CORK Paratransi't Coordinator staff will continue until all of the goals of safe transportation have. been met. Severe weather or the threat of severe weather generally results in large numbers of cancellations and corresponding reduced service levels. Security Plan Savannah Fernandez, Star's Director of Risk and Safety oversees -Star's Security Plan. In addition to CORK, Star provides services to the US Department of Defense and US and State of Texas elected officials, their families and staff, including the White House and Governor's office. Star Shuttle has invested heavily in security. In connection,with the US Department of Homeland Security, Star has secured its Austin facilities. Details are confidential. Emergency Preparedness and Crisis Management Plan Star has developed an Emergency Preparedness and Crisis Management Plan in conjunction with the US Department of Homeland Security. The Plan consists of physical site layouts, evacuation plans, staging areas, contacts and crisis management plans. This confidential plan has been filed with the Department of Homeland Security. Star's FTA System Safety Program Job safety and compliance are included in Star Shuttle's System Safety Program. The plan has been developed to follow Safety Management System (SMS) Guidelines in compliance with 49 CFR Part 673 Star's SMS covers safety management, safety risk management, safety assurance and safety promotion to ensure job safety compliance., Safety compliance is maintained by inspection procedures carried out in house by Star's Director of Risk & Q.,F .a +b.;,-rl ra r+ no-lil+ar +c! and ;ncnirprc Tlkp Inn Ai llY'P.CCP.R the, cafety Emergency Preparedness & Crisis Mgmt, Plan is proprietary information and /or trade secrets to be exempted from disclosure to a third party. 470.1G1y 0.11U lull ll FQl ��' VV11J of Operators, passengers, third parties, maintenance personnel, shop personnel and office personnel. The Star System Safety Plan is included in Exhibit 4. Examples of Star's additional job safety compliance measures include lifting, stacking,fire safety, fork lift City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B° Tab 3. Work Plan training, scaffold training, refueling training and shop safety training are discussedin detail in the Safety Plan and also 1"n Exhibit 3. Vehicle Maintenance Plan. Safety Plan -Passenger Safety Program d party and employee safety is the highest priority at Star Shuttle. In order toPassenger, th1r* set identifiable procedures and standards, Star Shuttle has adopted a comprehensive safety program to monitor Operator performance. Star's safety program shall include methods for promoting safe driving practices, such as safety incentives and awards, meetings and posters. Star has, established a safety review board to evaluate and determine safety awards earned, progressive discipline for violators, and preventable versus non -preventable accidents in accordance with the National Safety Counsel's standards and definitions. Safety meetings are held monthly. w_ Additionally, all of Star's vehicles have UPS..,nd video cameras and GPS vi deo records are retained according to pre -determined retention schedule. Star Shuttle is involved i*n many safety organizations and activities. Key personnel participate in the following safety workshops. annually: UMA Safety Management Seminar (2 day workshop/conference); IMG* Safety Forum (3 day workshop/conference); Annual FTA Drug & Alcohol Seminar; TRAX Risk Control Workshops (2 day Risk and Safety workshop),. Passenger, third party and employee safety I*s the highest priority at Star Shuttle. In order to set identifiable procedures and standards, and with an emphasis on the Operator, Star Shuttle has adopted a comprehensive system safety program to monitor Operator performance. In connection therewith, Star has updated its System Safety Program to ensure that management is accurately identifying problem Operators and recognizing good Operators. Star shall participate fully with CORK in the development of a Public Transportation Safety Program. Star has in place a Safety Plan which is submitted with this Technical Proposal as Exhibit 4. Safety Plans and other Emergency Protocols —Safety Management System Emergency protocols are set forth i*n this Technical Proposal including Tab 3. Section 11. Work Plan -Accident or Severe Incident Procedures. Additionally, the Table of Contents of Star's Safety Program i*s included here for ease of reference. It is Star Shuttle's intent that its system safety program shall be compliant with 49 CFR Part 673 —Public Transportation Agency Safety Plan, its major contract partners, and includes methods for promoting safe driving practices, including safety incentives and awards, meetings, posters. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 59 Exhibit "B" �•x `y y Y" �4� "•yti�,1?r:. � i� fib WL Tab 3 — Work Plan Exhibit 4 Safety Plan -Table of Contents Introduction Introduction/Policy Statement Safety Review Board Director of Risk and Safety Board Action Responsible Party I Knowledge of the Rules Laws and Ordinances/Seat Belts Being Safety Minded System Safety Program Elements Introduction Safety Management Policy Statement Drug and Alcohol Education Smith System and TAPTCO Driving Training Courses Safety Review Board (SRB) Director ofRi"Sk and Safety Risk Management — Problem Drivers Quarterly Paratransit Safety Meetings/Continuing Driver Education Safety Camera System or Equivalent Operator Safety Awards Programs Drug and Alcohol Free Workplace - Drug and Alcohol Testing Program Security Hazardous Materials I Environmen . tal Training Programs Emergency Preparedness and Crisis Management Plan Safety Rules for All Employees and SafetyRules for Drivers Employee Reporting Procedures General Safety Rules for All Employees Introduction I Policy Statement Responsible Party I Knowledge of the Rules Laws and Ordinances/Seat Belts Being Safety Minded Offices Maintenance and Repai"r,5hops Tools and Equipment Working Under vehicles Ladders Fork Lifts / Scaffolding Liftingng Stacking Fire Safety 1 1 1 1 1 2 2 2 3 3 3 6 6 6 7 7 8 8 8 9 9 9 10 10 10 11 11 I1 11 11 12 12 13 13 13 14 14 14 14 City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTLAL C 2020 Star Shuttle, Inc. Exhibit "B" Safety Rules for Drivers Introduction I Policy Statement Responsible Party/Knowledge of the Rules Laws and Ordinances/Seat felts Being Safety Minded Standards of Efficiency Defensive Driving — Adoption of the Smith System or TAPTCO Drug and Alcohol Testing Property Issued Radios, Recorders, Cellphones, Electronic Devices Lights -On Policy I Never Back-up Employees Riding as Passengers Reading, Eating and Drinking on Duty 4 Super Star Rules Distractions While Driving Conversations with Passengers Driving and Answering Questions Service Stop, .Approaching Service Stop, Leaving Overtaking Vehicles Preventing Rear End Collisions Pushing Another Vehicle Children Playing In or Near Street Fire and Safety of Passengers Flooding, Low Water Crossings Accident Classifications Accident Discipline Accidents - Importance ofReporting Accident/Incidents - When to Call Dispatcher Accident/Incidents - Information for Dispatcher Accident Handling) Procedures Witnesses, Importance of Obtaining Courtesy Cards,, Properly Completed Courtesy Cards., Hintsfor Obtaining Transferring Passengers Accident Report Exhibit A — Courtesy Card Star Shuttles 3-Step Guide to Driver's Success S'TEPCNE,*(,BEY1R AFFIC TEP TWO,*SUSE COMMON COURTESY STEP THREE: USE COMMON SENSE Tab 3,, Work Plan IS 15 IS 15 15 16 16 16 1-7 17 1-7 17 18 18 18 18 19 19 19 19 20 20 20 20 20 20 21 21 21 21 21 22 22 22 23 23 24. 25 25 25 25 City of.Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20=007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 61 Exhibit "B" Tab 3 — Work Plan Stagy Shuttle City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit Tab 3,, Work Plan In4 ".01 1 �. 1• �.` Star's Drug Alcohol Program Overview Star has in place a comprehensive anti -drug use and alcohol misuse program that meets or exceeds all Federal requirements. The written Program is included i*n Exhibit 1. For the past 28 years, Star has always been compliant with all aspects of the FTA's Drug and Alcohol Testing Program including the timeliness and accuracy of all required reports. Over this period of time, on numerous occasions the FTA has reviewed and approved Star's Program. Additionally, Star has done very well 1"n terms of knowledge, understanding and compliance in FTA audits of its Drug and Alcohol Testing Program. Ms. Savannah Fernandez, Director of Risk & Safety, is the Drug and Alcohol Program Manager DAP M), backed up by Ms. Cindy Duncan, Designated Employer Representatives (DER),. Savannah Fernandez and Cindy Duncan have attended numerous Annual Drug and Alcohol Program National Conferences, including the 13th & 14th Annual Dill, ug and Alcohol Program National Conferences in 2018 and 2019. See also:, Resumes in Tab 6. Star's Drug and Alcohol Testing program includes required training as well as pre- employment testing, reasonable suspicion testing, post -accident testing (when there i*s a human fatality, any individuals involved in the accident require immediate medical care away from.. the scene, or a vehicle is, towed due to disabling damage), random testing and follow-up testing. Star's Drug and Alcohol Program Manager has recently attended a Transportation Safety Institute hosted Substance Abuse Management and Program Compliance course. Star uses an A.D.H.H.S. approved laboratory for all required drug testing. Star acknowledges that CORK shall have the right to audit Star's records and drug testing program. Star understands that it i*s responsible for all testing and costs for all drug and alcohol testing requirements and that it shall not pass these costs to the employee. Cost of Program Star Shuttle i*s responsible for the costs of establishing and maintaining (including costs of defending related claims and actions) the required drug and alcohol prevention program under the CORK Contract. Such costs shall be included as part of the Contract pricing,. Substance Abuse Prevention Program Federal Drug and Alcohol Testing applies to operational service contracts involving safety - sensitive functions - 49 CFR Part 655 and 49 CFR Part 40. Star has established and implemented a drug and alcohol testing program'that complies -with 49 CFR Parts 655 and 49 CRF part 40. Star shall produce any documentation necessary to establish its compliance with 49 CFR Parts 655 and 40, and permit any authorized representative o the United States City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 63 Exhibit Tab 3 — Work Plan Star S-hu.- leo Department of Transportation or its oPerating admin istrations, the state oversight agency of Texas, or CORK, to inspect the facilities and records associated with the compliance of the drug and alcohol testing program as required'under 49 CFR Parts655 and 49 CFR part 40 1 and review the testing process. Zero Tolerance Policy Star's CORK Drug and Alcohol policy shall include zero tolerance for positive results. Employees with a confirmed positive drug or alcohol test shall not be used to perform work under the CORK Contract. Information to be submitted to Round Rock prior to Contract Award Star shall submit to the Round Rock Transit Coordinator; the following and obtain Round Rock's approval prior to Contract award: • A copy of Star's Policy Statement and Drug and Alcohol Plan developed to implement its drug and alcohol testing program. • Name, address, and telephone number of the Medical Review Officer. • Name, address, telephone number, and contact person at the'drug testing facility. • Name, address, and telephone number of Substance Abuse Professional (SAP). • A roster of all employees with pre -employment di'onru g testg results must be provided prior t.o.Contract commencement. Other Drug & Alcohol Program Requirements Star shall conduct random drug and alcohol tests at the annual testing rates required by the Federal Transit Administration. Any employ 1F.0,%;.- who refuses to submit to a drug or alcohol test, has a verified positive drug test result, or has a confirmed alcohol test result of 0.04 or greater, shall immediately be removed from any safety sensitive function. All covered employees who tested positive or refused a test, must test negative for drugs, alcohol or both and be evaluated and released by the SAP i*n accordance with 49 CFR Part 40, Subpar 0 before returning to work. Substance Abuse Prevention Program Star shall ensure that each employee subject to the Substance Abuse Prevention Program receives a copy of Substance Abuse Prevention Program and confirms acceptance. Required training will be conducted before performing asafety-sensitive function. Also, required training will be provided for all employees who supervise or direct safety -sensitive employees. A negative drug and alcohol screen result from the MRO must be recel*vedbefore any employee performs a safety- sensitive function. On a monthly basis Star shall provide CORK an updated Employee Roster (including terminated employees) with the following: City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 64 Exhibit "B" Star Shuttle Employee Name Employee SS Number Employer's Employee Number Date MRO confirmed negative pre -employment drug and alcohol screen Date of required training Date employee began performing safety -sensitive function Employment termination date Other Drug & Alcohol Reporting Requirements Star shall0 : Tab 3,, Work Plan • Report all positive drug or alcohol results to CORK Transit Coordinator within twenty- four (24) hours. • Report all accidents subject to post -accident testing to CORK Transit Coordinator within twenty-four (24) hours of occurrence. • Provide CORR all other reporting documentation as required. • Provide CORK a copy of all drug and alcohol results within 5 calendardays of Star receiving the results. Approval of Procedures Before'CORR issues a notice to proceed to Star, Star shall submit statements of its operating procedures,, policies and. practices to CORK Transit Coordinator for approval,, At any time during the Contract period, and upon reasonable written request from CORK, Star will amend such procedures, policies and practices in accordance with CORR's written request,, Such procedures, policies and practices will be deemed to include all Operator and other Star Shuttle employee training, orientation, and employee codes and disciplinary codes and procedures, and other performance related procedures and policies. Star agrees to consult with CORK at the initiation of the Contract andl"n the event of a service agent change related to the selection of a certified laboratory, substance abuse professional, or Medical Review Officer, or the use of a consortium. Drug and Alcohol Education 0 0 Star's Drug Education and Alcohol Program familiarizes Star personnel with the different types of prescription, non-prescription and illegal drugs that can adversely affect employee performance; FTA regulations; drug and alcohol testing (e.g., pre -employment,- random and post -accident) and rehabilitation programs. Drug Education classes are taught by Trainers to all new employees in safety sensitive positions as defined by the United Sates Department of Transportation (DOT). City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B" i Tab 3 — Work *Plan Annual Certification and Submittal of MIS Reports Star agrees to certify annually its compliance with Part 655 before March 1st of every calendar year and to submit the Management Information System (MIS) reports before March loth of 'every calendar year to CORK. Additionally, to certify compliance, Star shall sign a Substance Abuse Certification by October 1st of each year to certify compliance with FTA requirements governing substance abuse. • • .... ... . : .. Required Reporting Star is very experienced at, and understands the importance of, providing CORK with accurate reports and invoices on a timely basis. Star Shuttle has been submitting any types of reports to CORK accurately and on a timely basis for many years,, Star understands the requirement that said reports are accurate and reliable. Star 1*s prepared to continue its practice of accuracy and timeliness under the new Contract. Star understands that it shall be responsible for accurate and timely collection, update, analysis, and completion of service data information. Required minimum reports shall be iidentfied by CORK and maybe altered throughout the term of the Contract to help maintain the efficiency and quality of the services provided by Star. Discussion of particular required reports follows. Monthly Reports Star Shuttle shall submit monthly operational reports due no later than the tenth (loth) calendar day of the following month. The reports will include at a minimum the following information: • Actual count of all passengers • Passengers per revenue hour, service hour, revenue mile and service mile • Total ridership • Total service days • Total vehicle service miles • Total vehicle service hours • Fares collected • Schedule adherence • No shows • ancelations • On time performance • Late trips City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B" star Shuttle • Wheelchair boarding • Average trip length • Fuel usage by gallons and cost Monthly Invoice Tab 3,, Work Plan Star shall 10 invoice CORK monthly by the close of the tenth (loth) calendar day of the month for the prior month5 s invoice and all supporting documentation to the City's designated representative or designee. Supporting documentation shall include, at a minimum, service hours for each run and a breakdown of missed service,, Star will submit the reports electronically and in a format specified by CORK. Monthly Vehicle Maintenance Reports Star shall provide monthly vehicle maintenance reports on the spare vehicles owned by the CORK or any other vehicles requested by CORK. Star will produce said reports monthly in a format and containing information requested by CORK. Star will submit the reports electronically and in a format specified by CORK. Audit and Retention of Records Reports and their source documentation (computer files, manifests, etc.) shall be retained by Star throughout the term of the Contract and for a period of live years after the end date of the Contract. Star agrees to maintain all reports, records, documentation and related records in such a way that the same shall provide accurate, current, separate, and complete information on all aspects of the activities authorized and/or performed under the Contract. Star shall retain, for the period of five (5) years after the Contract terminates, all books, records, documents, reports, and written accounting policies and procedures pertaining to It the Contract. In the event of litigation or settlement of claims arising from the performance hereunder, Star agrees to maintain all records until all litigation or claims have been disposed of including any and all appeals. National Transit Database Reporting Requirements The Federal Transit Administration (FTA) requires CORK to submit reports to the National Transit Database. Star will be responsible for the preparation of the segment of the annual and monthly report that pertains to the paratransl'ot service that Star provides. Star shall collect data, keep records, and provide reports enough to enable CORK to meet its Federal Transportation Administration NTD reporting requirements. Star is responsible for obtaining all pertinent FTA NTD regulations and procedures (FTA Circular C27 10. 1 A) to ensure that all required information i*S collected and reported i*n a timely and accurate fashion. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-w007 CONFIDENTIAL 0 2020 Star Shuttle, Inc. 67 Exhibit "B" -- ... . . ................ ... ................ SW le u�� Tab 3 — Work Plan.......... The required data differs depending on the number of vehicles Star uses to provide this service. The reporting requirements may change at any time. Star is required to complete all reports requested by CORR. Star has assigned Hillary Hummel, Star's CORR Customer Service Interface to be familiar with all requirements and forms to be submitted to the National Transit Database. Star will be responsible to provide all of the required data to CORR in a timely manner for the National Transit Database. Star understands that it must complete several reports for the National Transit Database. These reports may include but are not limited to the Stations and Maintenance form, Revenue Vehicle Inventory forms, Vehicles Operated in Maximum Service form and the monthly Transit Safety and Security form. Other reports may be assigned for Star to complete. Star must provide all the information to complete the National Transit Database report. Information is to be collected between October -September every year or whatever time period CORR designates. Accident/Incident Reporting Star's Operators will verbally notify Star's Dispatch immediately for all incidents/accidents that occur as listed below: • Collisions between a revenue vehicle and another vehicle, object, or person • Passenger accidents, including falls while entering, occupying, or exiting the vehicle or when passenger slides out of a wheelchair or seat • Disturbances, ejection, fainting, sickness, assaults, or deaths • Vandalism to Star vehicle while in CORR transportation service • Passenger complaints of injury or property damage or other circumstances that could possibly result in the filing of a claim against Star or CORR • Any passenger, Operator, Supervisor or service complaint that arises from an accident. If the accident/incident involves injuries or extensive property damage, Star will notify the CORR Transit Coordinator immediately • Missing passenger • Any other incidents with passengers, vehicles, etc. Star's CORR Customer Service Interface will fax or email to the CORR Transit Coordinator an accident/incident report within one (1) business day for the above listed incidents/accidents that occur while Star is providing CORR transportation services as specified herein. Removal of Operator from CORR Service Report Star shall file a report to CORR within 24 hours of removal of an Operator that engaged in prohibited conduct as defined in 9. Work Plan — Vehicle Operators. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL CO 2020 Star Shuttle, Inc. Number of Revenue Vehicles and Spares Star shall provide an adequate number of paratransit revenue vehicles, including backup vehicles, for a 20% spare ratio (+/- two percent). CORR. has two 2014 Arboc vehicles that will be used as backup by Star, if needed. These vehicles will be parked on City property and will be maintained and insured by CORR. Should the Star require regular use of CORR vehicles, Star understands that additional requirements will be requested, such as insurance and vehicle maintenance as outlined in Section 15 of the RFP scope of work. Safety Equipment and Requirements for All Vehicles All of Star's vehicles will be assigned a unique number. The GPS unit will be assigned the same number as the vehicle. The GPS allows the CORR Customer Service Agents / Dispatchers to know the precise location of the vehicle. The GPS software records trip and other operating data. Star Shuttle and its OSO Fleet Group are experts in purchasing and maintaining late model vehicles. Star believes that Star's plan as set forth below meets or exceeds the requirements of the RFP in all respects. All vehicles are appropriately equipped, nicely appointed and will meet or exceed all Contract specifications. Star shall conduct checks on every vehicle, including spare vehicles, at a frequency to ensure all vehicles meet the requirements of CORR. All vehicles used to provide transportation services under the Contract must: • Be equipped with the following safety equipment: o a fully stocked, non -expired first aid kit, o properly maintained rechargeable ten -pound dry chemical fire extinguisher, and o three folding reflectors with storage container. • Be maintained in a clean condition throughout, both interior and exterior, at all times. • Be current on all scheduled inspection and maintenance routines. • Be equipped with an operational air conditioning/heating system. Star will not operate a vehicle with an inoperative air conditioning or heating unit. • Be free from body damage. • Be free of insects and other vermin at all times. • Meet all safety and mechanical standards established by applicable codes of the City of Round Rock, State of Texas, and Federal regulations, if any. • Have no out of service conditions. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL CO 2020 Star Shuttle, Inc. Exhibit „B„ ... .. ..... car Shuftle .......... - . .. .... Tab 3 — Work Plan Decals & Numbering Star shall place logo and/or lettering on the exterior of every vehicle and designated spares after obtaining written approval from CORR. of logo and/or lettering. The following logo and/or lettering is required: • Unique Bus Number on front and rear of each vehicle, • CORR logo, as will be specified on the front, rear, and sides of each vehicle, • Service shall place "Operated by Star Shuttle" on each vehicle and spare. Risk of Loss /Cost of Repairs Star shall bear all risks of damage or loss of the vehicles, or any portions of the vehicles, not covered by insurance. All replacements, repairs, or substitutions of parts or equipment shall be at the cost and expense of Star and shall be permanent accessions/additions to the vehicles. Star, at its expense, shall keep the vehicles in good working order, condition, and repair, with allowable wear and tear accepted. Fleet Plan —Designation of Vehicles (Make &Model) Star has thoroughly reviewed the requirements of the RFP and is designating the vehicles listed in Exhibit 8. Vehicles & Vehicle Brochures. Star certifies that said revenue vehicles are compliant with the RFP. Star has chosen what it believes is a superior vehicle and will discuss its decision with CORR before ordering vehicles. The sooner Star is able to order vehicles the sooner they will be up -fitted and delivered. Star proposes to utilize its current CORR fleet of vehicles until the new revenue vehicles are delivered and in -fleeted. All of Star's ADA accessible vehicles will at a minimum have: • Front and rear air conditioning. • Rear and side windows tinted to the legal maximum. • Lap and shoulder belts for all seats; Seat belt extension for ambulatory passengers for each vehicle and one lap belt extension for each wheelchair accessible van placed in service. • There shall not be any obstructions on the floor that would impede the safe passage of the Operator and passengers. • ADA-compliant mobility device securement system for all locations designated for individuals travelling in wheelchairs or scooters. • Securement devices must be ADA compliant and appropriate for use in the performance of the Contract, and meet the vehicle specifications as published in the Federal Register of September 6, 1991, 49 CFR Part 38, Subpart B, 56 FR 173, pp. 45757-45760). City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc. 70 Exhibit .. ,, ti S t 1�0 �-uWe ar S. St �h • 4 ti. Tab 3. Work Plan • ADA ramp or lift with a usable width of thirty-three (33) inches and length of fifty- one (51) inches must meet the following specifications: o The ramp or lift into the vehicle must be accessible to wheelchairs and scooters or similar mobility devices. o The ramp or lift, securement devices and slots in the vehicle must be able to safely accommodate wheelchairs, scooters and other mobility devices that are a maximum of thirty (30) inches in width, forty-eight (48) inches in length and a combined weight (customer and his or her device) of six hundred (600) pounds minimum. • Non-skid flooring. • Fifty-six (56) inches door clearance requirement. Tab da 3. Section 15. ork Plan -Vehicle Maintenance Star shall be responsible for all maintenance and repair of all vehicles (revenue and non - revenue), to insure they are kept in a safe,, reliable, and 1"n clean condition. 100% of vehicles at pull-out shall have operable wheelchair lifts/ramp. Maintenance shall be performed to original equipment manufacturer (OEM) standards. Vehicle maintenance shall be performed in a timely manner and at the sole cost and expense of Star. Elements of the Maintenance Program Star has included a Vehicle Maintenance Plan with this RFP that describes in detail how Star shall meet their Maintenance Program. This plan includes detailed descriptions of mileage between preventive maintenance service,, etc,, The Vehicle Maintenance Program includes routine requirements for: City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 71 Exhibit "B"---•—�� ----._ Shuttle Tab 3 — Work Plan • Preventive Maintenance Inspections • Preventive (Repetitive) Maintenance • Body Inspections • Safety Equipment and/or Fire suppression system • Texas state vehicle inspection and registration renewal • Daily Wheelchair ramp / lift inspection • HVAC inspection Site Visit Star welcomes and encourages site visits. Star has a greater investment in plant, equipment and support facilities than any of its competitors. This investment is essential for efficient fleet and administrative operations, security, proper vehicle maintenance and recruiting and retaining the best possible mechanics and personnel. t-4 , r.1 . , 1 It 1 1 d` . I . A . - — - - - - 1 A — — -- -.utomatic bus washes, thirteen bays that will accommodate with lift systems that will lift a 26,000 pound bus, two state of the art 10,000 gallon diesel fuel facilities, one state of the art 10,000 gallon unleaded fuel facility, fleet offices, security cameras, lighting, fencing, automatic gates, and licensed large vehicle paint booth. Operators will have access to our Academy of Advanced Transportation and Safety for training and continuing education. Facilities Plan /Austin Location —Exhibit 6 The Austin facilities are more than sufficient, to accommodate the number. of staff, management functions, and vehicle storage and maintenance required under the Contract. All activities occurring at the facilities, including vehicle maintenance and fuel storage, comply with all federal, state, and local safety requirements and laws including but not limited to fire codes, building codes, OSHA and state of Texas requirements, and environmental regulations. Star has included a. detailed Facilities Plan in Exhibit 6. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL CO 2020 Star Shuttle, Inc. 72 Exhibit If If Tab 3,, Work Plan Vehicle registration and License Plate renewals Vehicle registration and license plate renewals are the sole responsibility and at the sole cost of Star. This includes timely completion of state inspection, the application for the registration and license plates. Vehicle Servicing and Cleanliness Vehicle servicing and cleanliness are addressed in Star's Vehicle Maintenance Plan set forth in Exhibit 3. Star shall ensure that all vehicles are serviced daily. The vehicles shall be fueled, fluid levels checked, tires inspected, and the interior cleaned. The exteriors shall be washed a minimum of once per week, after precipitation, or other events which cause the vehicles) to look dirty, depending upon water conservation efforts. Vehicle interiors shall be -cleaned daily. This includes removing trash, sweeping, and mopping the.floor, and cleaning the windows, windshield, stanchions, grab handles, steering wheel, dashboard, door handles and the forward bulkhead. Vehicle Operator Pre -Trip and Post -Trip Inspections Pre -Trip and Post -Trip Inspections are described in Star's Vehicle Maintenance Plan and also under Operator's Responsibilities in Section 9. Work Plan — Vehicle Operators. Star has a process in place as described that prescribes how the vehicle Operators will perform and document their Pre -Trip and Post -Trip Inspections and how the issues discovered shall be addressed. Vehicle Records Star's vehicle record procedures are discussed I*n Star's Vehicle Maintenance Plan in Exhibit 3,, Maintenance records shall be kept by vehicle number and shall contain adequate detail including the reason for the work order. Work orders will capture a description of work performed, including any work performed by a third party, such as body repair, engine rebuilds, etc,, Star shall maintain records for all work performed and make them available to CORK when requested. Maintenance Personnel Training Star has tremendous experience in operating maintenance shops for light and heavy passenger vehicles. Star has the facilities, equipment, personnel, experience, knowledge and resources to run a first class maintenance program. Training i*s discussed in detail i*n Star Vehicle Maintenance Plan in Exhibit 3Training and certification of maintenance personnel for all vehicles shall be the responsibility of Star. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL 0 2020 Star Shuttle, Inc. 73 Exhibit Tab 3 - Work Plan Maintenance Oversight CORK shall have immediate and unrestricted access to Star's supplied CORK vehicles and equipment, all current or archived maintenance records for such, and shall have access to all areas of the facility during planned or unannounced visits. CORK may conduct regular audits if maintenancefiles, inspections of vehicles, equipment, facilities, and any activities performed by Star. Removal from Service CORK shall have, at its sole discretion, the authority to remove from service, any vehicle that poses a safety, rellability, or appearance issue. Such action does not relieve Star from its obligation to provide service under the terms of the Contract. For any item that is found that causes the vehicle to be taken out of service, the vehicle is to remain out of service until the repairs are completed. Star shall notify CORK when repairs are comp leted, and CORK 0 may require a re -inspection of the vehicle prior to allowing the vehicle back into service. Vehicle Maintenance Plan Included in Exhibit 3 Star's Vehicle Maintenance Plan is included in Exhibit 3 which is submitted with this Technical Proposal. The Vehicle Maintenance Plan describes in great detail how Star currently meets and shall continue under the new contract to meet our Maintenance Program. The Table of Contents of the Vehicle Maintenance Plan is included here and the entire Plan is included in Exhibit 3. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL 0 2020 Star Shuttle, Inc. Exhibit Staru--tflShe Tab 3. Work Plan Exhibit 3. Vehicle Maintenance Plan Contents Vehicle Maintenance Plan.......................................................................... 3 Role of the Operator —Pre-trip and Post -trip Inspections ................................. 3 Pre -trip and Post -trip Inspections —Procedure to Ensure Required Repairs are Made.... Vehicle Maintenance Personnel and Plan .................................................. ... 4 Preventive Maintenance Defined ... ... ... ... ... ... ... ... ... ... ... ... ............................... 4 Predictive Maintenance Defined................................................................. 4 Vehicle Preventive Maintenance Activities & Schedules ................................... 4 Star's CORR Preventive Maintenance Program Complies with FMCSA Requirements... CORR Preventive Maintenance Schedules — A, B, C, D & E PM's.................... 5 Detail of CORR Preventive Maintenance Schedules...*** 000 000 4090* 009 000 900 0000 6 Other Vehicle Maintenance —Minor & Major Repairs... ... 09* 0*0 of* 000 090 00000 000 0*0 00#900010 MajorRepat*rseee......... 009 000 000 0*0000 of******* 009900000000090 000009 000 00*9000000 000 000 90*000 0*0 00* 00,6*........................................ 10 Tires*09 00090* 000909 000 ****to 00009**99999999 000 000000000 900090 fee 0*0 Engine and Transmission Service and Rebuilding.............................................10 Emissions and Oil Testing ....................................... ... ... ............................... 10 Bodv Repairs for CORR Vehicles.................................................................. 11 Vehicle Cleanliness and Daily Servce...i........................................................ 11 Monthly Detail Cleanng...i.......................................................................... 11 Warranty Administration ....................................... ... ... ............................... 12 Store Room and Parts Inventory ................................. ... ............................... 12 Maintenance Oversight - Access to CORK Vehicles & Star Facilities by CORR 0 0 0 12 Authority to Remove Vehi"clefirom Service ................................................ ..... 12 Towing and Records of Service Calls............................................................ 13 Towing................................................................................................... 13 Records and Reporting ofServl'oce Calls........................................................ 13 Tracking Miles between Road Calls............................................................. 13 Star's Vehicle Maintenance System (VMS)... 000 *00 000 *00 000 000 900 000 009 000 000 000 000 000 000 9000 13 Status "6" Vehicles Cannot be Dispatched.................................................... 13 Vehicle Maintenance Records and Reports ................................. ................... 14 Maintenance Personnel & Mechanic Training .............................................. . . 14 Maintenance Management and Starff.00.......................................................... 14 Qualifications ofMaintenance Starff.000........................................................... 14 Vehicle to Mechanic Ratio.......................................................................... 14 Mechanic Screening, Hiring and Training... ... 900 *00 000 000 090 Soo 000 000 00* 000 too 000 0*0 0*0 000 0** 14 Mechanic Training... ... 009 000 so* 0*0 *** 000 *** 000 0*0 *00 000 *00 see, 000 009 *** 000 *** 000 000 090 ooe Go* 900 0*0000............................. S Training Programfor Maintenance Personnel .......................................... .... 15 Basic Training and Use of Checklists............................................................ 15 City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL 2020 Star Shuttle, Inc. 3 75 Exhibit "B". ......................... ................. -.,;-,� ---•..ra ............ . —•..r■ SW Shuttle .......... Tab 3 — Work Plan Front End, Tires, Wheels and Steering.......................................................... 15 Issuance of Logins & Brake Lathe................................................................ 15 Training in Proprietary Diagnostic Tools — Level 1..........................................1 S Engines and Transmissions — Level 2............................................................ 16 Level 3 —Advanced Troubleshooting............................................................ 16 Shop Safety Plan & Training....................................................................... 16 ForkLift Training..................................................................................... 16 ScaffoldTraining...................................................................................... 17 City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc. 76 Exhibit Star Shuttle Tab 4 —Staffing and Project Organization Am Aft j IAW-W MW OMM r 1 I . FEani Apati The CORK Paratransit Project is organized under a team approach by function and physical Iocation. Vehicles, vehicle operations, routine maintenance, vehicle cleaning and refueling, Operators and behind the wheel training are all under the auspices of the CORK Operations Manager in Austin, TX. CORK reservations, dispatch, customer service, and required reporting are under the auspices of the CORK Customer Service Interface located in the Star Call Center / Operations Support Offices (OSO) in San Antonio, TX. Additionally, senior project management, insurance, risk & safety, HR. recruiting and training are under the auspices of the General Manager in the Operations Support Offices (OSO) 1*n San Antonio. Depending on the nature of the need or subject matter, the CORK Operations Manager and the CORK Customer Service Interface work directly with each other and with the CORK General Manager or the OSO expert such as the Director of Recruiting & Training, Director of Risk.& Safety, HR, etc,. custo er Service Interface The CORK Customer Service Interface (Hillary Hummel) is the person who interfaces on behalf of Star with the CORK Transit Coordinator and CORK personnel,, Additionally, for any issue that cannot be resolved by Hillary, Hillary or the CORK Transit Coordinator or designee can directly contact: the General Manager Abbey Walker. Both Hillary and Abbey will attend critical meetings, city council meetings, public forums, etc. 0 0 Reporting Responsibilitiec. Operators The Operators report to the CORK Transportation Supervisors and CORK Operations Manager. Transportation Supervisors The CORK Transportation Supervisors report to the CORR Operations Manager. Operations Manager The CORK Operations Manager reports to the CORK General Manager, VP and CEO. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. 77 Exhibit Tab 4 — Staffing and Project Organization Customer Service Agents -41 ?Y000- The CORK Customer Service Agents report to the CORK Customer Service Manager / Interface. Customer Service Interface The CORK Customer Service Interface reports to the General Manager. General Manager and VP The General Manager and VP report to the CEO. CORR Paratrans'lot Project Tea Me bers For ease of reference the CORR Paratransit Project Team Members are listed in a chart entitled "CORK Paratransit Project Team Chart" under Tab 6. Qualifications. The Project Team is differentiated into CORK Operations Team and CORK Support Team. The individuals in both sections contribute significantly to the CORK Project and the percentage of time spent on the CORK Project is listed i*n the chart. Additionally, their names, titles and years of relevant experience are listed 1*n the Chart. Their resumes are included 1*n Tab 6. Qualifications. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20=007 CONFIDENTIAL 2020 Star Shuttle, Inc. W 0 Shuttle Tab 4 — Staffing and Project Organization City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc. 79 Exhibit it if Tab 4 — Staffing and Project Organization Abbey Walker — CORR General Manager Office 512m479m8100, ext. 156's cell 210m559m6832 Pam Meadows — CORR Operations Manager Office 512-928-8896 ext. 404; cell 512m8O9-6132 Hillary Hummel — CORR Customer Service Interface Office 512m479-8 100 ext. 244; cell 2 1 Om9O8- 19 10 Loretta Gonzalez — CORR Customer Service Agent Office 512-479-8 100, ext. 243 Ruth Rivera — CORR Customer Service Agent Office' 512-479-8100, ext. 241 Dantoi*ne Churchman — A.M. Transportation Supervisor MYC * al Harris — P.M. Transportation Supervisor Ken Donaldson — CORR Austin Shop Foreman Rhonda McCartney — CORR Administrative Clerk CORR General Manager — Abbey Walker Operations and Supervisory Personnel — Primary Work Assignments are proprietary information and /or trade secrets to be exempted from disclosure to a third Abbey Walker, the CORK General Manager splits here time between Star's Austin facility and Star'erall s company offices in San Antonio. She ensures contract compliance and the ov effectiveness and success of the CORK Paratransit Project. She must be thoroughly owledgeable in the technical and legal requirements of the CORK Contract, the Federal City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL 0 2020 Star Shuttle, Inc. Exhibit Star Shuttle Tab 4 —Staffing and Project Organization and ADA requirements referenced I*n the RFI), and Star's policies and procedures. She oversees insurance requirements, accurate and timely invoicing, accounting and payroll. She also i*s available as a high level resource and contact for CORK personnel. She is available for any contract issues or emergencies as needed. CORK Paratransit Operations Manager - Pam Meadows The CORK Operations Manager i*s located at Star's Austin facility and must be fully knowledgeable in CORK Paratransit Services policies and procedures and must apply the procedures in a consistent manner. The CORK Operations Manager oversees on a daily basis all vehicle Operators and Transportation Supervisors assigned to the CORK Paratransit Services project. She is available for emergencies as needed. This person must extend appropriate courtesy and sensitivity to all CORK paratransit clients and personnel. This person -is on -call 24 hours a day / 365 days per year. This Manager mustbe experienced in ADA passenger transportation and must complete Star's required continuing education courses. Pa Is, resume is included under Tab 6. Qualifications. CORK Customer Service Interface — Hillary Hummel The success of the operational day is based on a qualified, trained and experienced reservations and dispatch staff, knowledgeable in the CORK service area and service requirements. In this regard, Star's CORK Dispatchers / Reservationists (herein "CORK Customer Service Agents") are overseen by Hillary Hummel, the CORK Customer Service Interface. Hillary also serves as the designated interface with the CORK Transit Coordinator. The CORK Customer Service Interface works in Star's San Antonio Call Center and is responsible for interviewing, hiring, training, scheduling and superyising CORK Customer Service Agents. Additional training is provided by Richard Santos, ADA Trainer. Any operational changes that need to be implemented are first approved by the CORK Customer Service Interface, who in -turn briefs the CORK Operations Manager and the CORK Customer Service Agents. The CORK Operations Manager is responsible for briefing all Operators on the operational changes, while the Customer Service Agents dispatch communications with Operators while i*n the field or during assignment times,. The CORK Customer Service Interface will immediately notify the CORK Transit Coordinator, CORK Operations Manager and the Director of Risk and Safety of any Incidents/Accidents that occur and keep all three parties informed about any critical decisions that have to be made about CORK passengers. The CORK Customer Service Interface consults with the CORK Transit Coordinator, CORK Operations Manager and the Director of Risk and Safety and to ensure proper procedures are being followed and that proper authorities, if any, have been notified. The CORK Customer Service Interface is Hillary Hummel, she has been with Star Shuttle for 5 years and her resume is included Tab 6. Qualifications. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20,v007 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B" ---�.. tax Shuttle Tab 4 — Staffing and Project Organization CORR Customer Service Agents — Loretta Gonzalez and Ruth Rivera CORR Reservationists and Dispatchers process all CORR calls which are automatically routed to them. The CORR Customer Service Agents utilize Star's Simpli reservation and dispatch system and are cross -trained in customer service such as reservations, inquiries, cancelations, "where's my ride" and add-ons and dispatch. They are the primary contact and constantly communicate with the Operators in the field. They are the first and immediate point of contact for vehicle Operators in need of assistance in case of an accident, incident or emergency. Loretta and Ruth are located in the CORR Call Center in San Antonio and are physically located adjacent to Hillary Hummel the CORR Customer Service Interface. The CORR Call Center is a designated area within the Star Shuttle Call Center. One or more large screens are dedicated to CORR operations and at all times display in "real-time", the location, speed and direction of all CORR vehicles. CORR Customer Service Agents take all reservations, cancelation and customer service calls in the CORR Call Center during the hours required by the RFP. Voicemail messages can be left after hours and those messages are reviewed prior to the beginning of the operational day so last minute changes to schedules such as cancellations or add-ons can be accommodated when possible and in accordance with the rules established by CORR. CORR Customer Service Agents are responsible for notifying the Operators of add -on trips or last minute schedule changes. CORR Customer Service Agents work closely with the CORR Customer Service Interface. They must have full knowledge of CORR contract policies and procedures, Star's internal policies and procedures, and must apply the procedures in a consistent manner. As part of their training CORR Customer Service Agents must ride onboard with an experienced Operator to learn the CORR Service Area, common pickup and drop-off points and operating procedures, client sensitivity, passenger assistance, securement and every day service delivery challenges. Experienced CORR Customer Service Agents ensure efficient routes and on -time performance. CORR Customer Service Agents must have a demonstrated knowledge of: City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc. '► Exhibit "B" Star Shuttle Tab 4 —Staffing and Project Organization � Operational res1nonsibilities with respect to delivery of service • Proper Securement procedures • Different types of disabilities and disability codes • Map reading • Passenger assistance procedures • Radio use procedures, codes and etiquette • Accident and incident response and reporting procedures • Time scheduling for pickups and ultimate destination • Daily reports and trip documentation Loretta Gonzalez' and Ruth Rivera s resumes are included i*n Tab 6. Qualifications. CORR A,,M,, and P.M. Transportation Supervisors — Dantoine Churchman and Mychal Harris The CORK A.M. and P.M. Supervisors are located in Austin / Round Rock and report to the CORK Operations Manager. The Supervisors ensure that (i) Operator schedules and clock - in times are adhered to; (ii) all Operators complete their pre -trip and post -trip procedures; and (iii) all routes are timely undertaken and completed. In addition, the A.M./P.M,, Supervisors observe Operators to ensure adherence to Safety Rules for Operators and other company policies, and observe and evaluate Operators for their effectiveness in assisting passengers with disabilities. The Supervisors also respond to the scene of incidents or accidents, assist as necessary, and report status to the Operations Manager. Star's A.M and P.M Supervisors will perform the following functions: a) Respond promptly in person to all accidents and investigate accidents involving passengers onboard the vehicle. In emergency situations, the Supervisor is responsible for transporting the passengers to their destinations,. b) Ensure that all Operators are adhering to all safety rules, policies and standards required in the RFP or by Star. They must conduct unannounced Operator checks for valid driver's license, Star ID, uniform and grooming standards and compliance with the terms of the CORK Contract. c) Check that all 'Operators are driving safely and providing the, necessary assistance to all passengers. d) Conduct random checks on every vehicle to ensure they comply with the terms of the CORK Contract.. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. m Exhibit "B" Tab 4 — Staffing and Project Organization e) Assist iinthe investgation of passenger complaints, ensure on -time performance, identify potentially unsafe operating conditions, and ensure the overall efficiency of day-to-day operations. CORR Austin Shop Foreman - Ken Donaldson The CORK Austin Shop Foreman must coordinate the repair of CORK vehicles, including scheduling vehicles in and out of shops, making sure DBE purchases are being made at the highest possible levels, overseeing the ordering and stocking of parts, maintaining the fuel facilities, an. -proving purchase orders for parts, parts inventory, shop supplies, and maintaining the physical plant.The Austin Shop Foreman has oversight of the CORK Mechanics. He regularly attends safety and maintenance seminars and manufacturer - sponsored weeklong training updates,, The Austin Shop Foreman is responsible for shop safety. The Austin Shop Foreman must ensure the completion of all work orders, preventive maintenance documentation and monthly reports required by the CORK Contract. He must have a comprehensive knowledge o the Star Shuttle fleet VMS software. The Austin Shop Forman has over 10 years of automotive maintenance experience and 5 years of fleet management experience. The Star Shuttle Austin Shop Foreman is Ken Donaldson. He has been with Star Shuttle 7 years and his Resume is included under Tab 6. Quall'fications. CORR Administrative Clerk — Rhonda McCartney The CORK Administrative Clerk ensures that all Vehicle Operators turn in their completed and signed manifests and driver vehicle inspection reports (DVIR). She must make note of any safety related defects and deliver a copy of the DVIR to the Austin Shop Foreman. She scans and forwards all signed manifests to Payroll. and to the CORK Customer Service Interface for review and billing. She also counts money according to established money counting procedures and vouchers or tickets (if an and completes the daily business report and bank deposit. ....... .. ... ..10 UPP-0 ea a I nfor at The following individuals are management personnel whose jobs are to ensure contract compliance, to be available by phone during all hours of the operational day in order to make decisions; provide coordination as necessary; and to attend necessary meetings. Each individual maybe contacted 24 hours per day in case of an after-hours emergency. Each of the individuals listed has shown an unmatched career -length commitment to Star Shuttle. The CORK Support Team and their contact information are: City--- of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit Star Shuttle Tab 4 —Staffing and Project Organization John P. Walker — CEO / CORR Legal Compliance Officer Office 2 10-581-9990 ext. 175 0, cell 2 1 O-669-5 800 Austin Walker — Vice President / CORR Fleet Purchasing Office 210-581-9990 ext,, 174; cell 210-452-3986 Savannah Fernandez — Director of Risk & Safety Office 800-341m6000 ext. 152,4p cell 210-900-0990 Betsy Kennedy — Director of Recruiting & Training / EEO Officer Office 800m341m6000 ext,, 159; cell 210-488m3833 Christina Casas — HR Generalist / CORR DBE Officer Office 800m341W6000 ext. 154; cell 210m3l3w7391 Melanie Camarillo — Call Center Manager Office 800-341-6000 ext. 101,o9 cell 21OM488m3833 Richard Santos — ADA Operator Trainer Office 210-581-9990 ext. 153; cell 210-316-5957 Laurence Alberts — OSO Accounting Manager Paratransit Contract Financial Records) Office 210-341-6000 ext. 162; cell 210-862-1187 CORR Project Support Team Star Shuttle's Project Management / Supervisory Team i0 s proprietary information and /or trade secrets to be exempted from disclosure to a third party. (Responsible for keeping CORK Selection of the Star Shuttle Technical Proposal will result i*n dedicated, experienced, and well -qualified personnel for all facets o the aratransi Project. Star's Operations Support Offices (OSO) exist to support the front line CORK Operations Team consisting of Operators, Transportation Supervisors and Customer Service Agents. The CORK Project Support Team has both practical experience and degrees and advanced degrees i*n such areas as Business Administration, Liberal Arts, Law, Accounting, MBA and Education. Our unique combination of formal education, technical expertise and practical experience has resulted in a firm culture that specialises in problem solving and excellence in paratransit service in a challenging environment. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL 0 2020 Star Shuttle, Inc. Exhibit Tab 4 — Staffing and Project Organization Star Shuttle President/Chief Executive Officer (CEO) — John P Walker The Star Shuttle Chief Executive Officer generally oversees all operations, safety programs, finance, marketing programs and senior management personnel. He must give general direction to the company and ensure that the company mission statement and policies are translated into practice. Additionally, the CEO makes major decisions involving: paratransit personnel, fleet, insurance, markets, contracts, locations, real estate and legal issues . This person must be knowledgeable on all aspects of the CORK Contract and project, including 0 requirements, policies and procedures. The CEO has driven paratransit routes from time to time in order to understand the challenges that Operators face in the current operating 40 environment. This person is ultimately responsible for this Technical Proposal and the CORK Paratransi*t Contract for Star Shuttle and monitors paratransit operations on a daily basis. This person will meet with the CORK Transit Coordinator on any major contract issues. The President/CEO of Star Shuttlel"s Mr. John P. Walker, he has 28 years paratransit management and contract compliance experience and his Resume is included under Tab 6. Qualifications. Star Shuttle Vice -President — Austin Walker The Star Vice -President must have proven management, finance, IT and accounting skills. The Vice President's primary responsibilities are managing customer accounts and assisting in growth and development of staff as well as the overall firm. This involves expanding and securing new business, managing project portfolios that meet or exceed projections, and participating in internal management of the company. The Vice President must be able to guide staff development through identifying skill needs, delegating tasks appropriately and motivating staff to provide outstanding customer service. The VP has to implement company policies around recruiting, staffing, training and account management that resultl'&n top notch customer service as well as a positive work environment that fosters a pattern of long-term staff retention. Additionally the VP has to,: • Promote a positive environment for staff and identify and work with management to address any issues that create barriers to an optimal work environment for all staff. • Attend and actively participate 1"n senior staff meetings, offering ideas, insights and recommendations on company policies, staffing, customer service, new business and other topics that ultimately impact the overall quality of the company. • Find ways to save money and be efficient by improving/streamlining internal systems or procedures. • Regularly update projections and manage work to meet or exceed projected revenue targets. • Direct and coordinate activities of IT and accounting departments and/or vendors. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL � 2020 Star Shuttle, Inc. Exhibit Tab 4 —Staffing and Project Organization • Review financial statements, sales and activity reports, and otherrerformancepdata to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. The VP must be an active listener; a great coach and developer of human potential; empathetic; reliable; responsible; safety aware; a strategic planner; have technical aptitude to comprehend complex technical topics and specialized information; able to perform systems analysis; work under pressure, and make critical decisions. The Star Shuttle Vice - President is Austin Walker and his Resume is under Tab 6. Qualifications. Star Shuttle Director of Risk and Safety — Savannah Fernandez The Star Shuttle Director of Risk and Safety is responsible for providing oversight and guidance to CORK Operations Manager, Operator Trainer, Fleet Manager, Shop Foreman, Dispatchers and Operators. The Star Shuttle Director of Risk and Safety creates and implements the Paratransi*t System Safety Program with input from the Star Shuttle Director of Recruiting and Training. This person conducts regular OSHA audits of Star Shuttle shop facilities. This person provides redundancy in the area of Drug & Alcohol Programs and must attend several continuing education seminars each year in the areas involving Star's Drug & Alcohol Progra,and Star's various Safety Programs. This person oversees and updates Star's FTAm compliant Safety Management System (SMS). Duties of the Star Shuttle Director of Risk and Safety include interviewing, accident investigation/reconstruction, evaluating, monthly reporting of preventable/non-preventable accidents and recommending corrective actions for employees involved in traffic and/or passenger accidents or below passing safety scores. The Star Shuttle Director of Risk and Safety is also responsible for ensuring that Star Shuttle's paratrans I*t division is up-to-date on the latest safety technologies. Additionally, the Star Shuttle Director of Risk and Safety coordinates the Safety Award Program, Drug and Alcohol Prevention Program, the System Safety Plan, and other related safety efforts. The Director of Risk and Safety must attend the annual FTA Drug & Alcohol Seminar. The Star Shuttle Director of Risk and Safety i*s Savannah Fernandez, she has 20 years of risk and safety management experience, 7 years of which have been with Star Shuttle, and her Resume is included under Tab 6. Qualifications. Star Shuttle Director of Recruiting and Training / EEO Officer — Betsy Kennedy The Star Shuttle Director of Recruiting and Training is responsible for developing a comprehensive and consistent plan for developing job descriptions, profiling model candidates, training on all levels and developing human potential and careers. She is an experienced recruiting professional, and i*s responsible for identifying potential recruiting sources, advertising, recruiting, screening, hiring, and on -boarding. This person is also City of Round Rock-m Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit "B" ... . ...... ....... ram Tab 4 - Staffing and Project Organization responsible for the implementation and oversight of Star's system of on-line employment applications and applicant tracking system. As EEO Officer, she i*s responsible for developing, disseminating, and implementing Star Shuttle's Equal EmPloyment Opportunity and Affirmative Action Programs and coordinating and providing data and information to CORR I s designated EEO contact person. This person also assists in identifying problem areas in Star s hiring process and offers solutions. She is also in charge of maintaining all personnel records. This person must engage in continuing education to stay current with changes in training and safety strategies, laws and regulations. This individual must know all the training and seryice requirements of ADA paratransi*t service, it especially the CORK minimum Operator qualifications. The Director of Recruiting and Training must work closely with Human Resources and Senior Management. The Recruiting Manager & EEO Officer is Ms. Betsy Kennedy, she has 9 years recruiting experience and 4 years at Star, her Resume is included under Tab 6. Qualifications. Star Shuttle HR Generalist and DBE Officer — Christina Casas The Star Shuttle HR Generalist and DBE officer oversees employee benefit programs, affirmative action, and compliance with Department of Labor laws, rules and regulations,, She also responds to employee complaints not resolved by a Supervisor or manager to the employee's satisfaction,* employee disciplinary issues including terminations; employee exit interviews and surveys. The HR person also represents Starl"n administrative hearings such as unemployment claims. The HR Generalist works with the Director of Recruiting & Training on continuing education topics for management and employees. The HR Generalist helps plan employee open enrollment and company sponsored morale boosting events. The HR Generalist has an open-door policy and listens, investigates and acts on employees' complaints and suggestions. The Star Shuttle HR Generalist & DBE Officer i*s Christina Casas, she has been with Star for 4 years and her Resume is included under Tab 6. Qualifications. Star Shuttle Accounting Manager — Laurence Alberts The Star Shuttle Accounting Manager must be a good manager of people and oversee a staff of accountants and accounting clerks. The Star Shuttle Accounting Manager must be proficient in the use of Great Plains accounting system, oversees the general ledger, accounts payables and recel*vables, fuel systems data collection and reporting and CORK invoicing. The Star Shuttle Accounting Manager is Laurence Alberts, he has been Star for one year and his resume is included under Tab 6. Qualifications. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL 0 2020 Star Shuttle, Inc. Exhibit "B" ...X_ 1, omr ... ...... . . tie ................ .......... . ...... ........... Tab 4 Staffing and Project Organization Star Shuttle Payroll Manager —Jennifer Sanchez The Payroll Manager must be a good manager of people and oversee a staff of one or more payroll clerks. She must work with Star's Microsoft certified consulting firm regarding continuous updating and improvement of the payroll accounting system. The Star Shuttle Payroll Manager oversees employee payroll, including uploading bi-weekly detailed payroll information to Great Plains payroll module, processing employee information into the payroll system and time management system. This person must produce reports on a regular and timely basis. A list of regular tasks and responsibilities includes: • Produce the bi-weekly CORR Operator Hours of Service Report to be used by the CORR General Manager, CORR Operations Manager and the CORR Customer Service Interface to minimize excessive driving hours and driver fatigue; • Maintain CORR Training & Disciplinary / Counseling information in AAP database for EEO Reporting; • Compile the weekly CORR personnel status report, such as # of new hires, # of terminations and reason; etc. to ensure employment status is accurate; • Review time sheets in time management system, work tickets, wage computation, and other information to ensure payroll accuracy and detect and reconcile payroll discrepancies; • Verify attendance, hours worked, pay adjustments, and post information onto designated records; • Compute wages and deductions, and enter data into computers; • Process and issue employee paychecks and statements of earnings and deductions. • Provide information as requested to employees and managers on payroll matters, tax issues, and benefit plans; • Keep informed through continuing education seminars and periodicals about changes in tax and deduction laws that apply to the payroll process; • Compile statistical reports, statements, and summaries related to pay and benefits accounts, and submit them to appropriate departments; • Conduct verifications of employment; • Prepare and balance period -end reports, and reconcile issued payrolls to invoices; and • Complete, verify, and process forms and documentation for administration of benefits such as pension plans, and unemployment and medical insurance. Jennifer has been with Star for 7 years and her Resume is included under Tab 6. Qualifications. City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL CC 2020 Star Shuttle, Inc. 89 Exhibit If If Tab 4 — Staffing and Project Organization Star Shuttle Fleet Manager — Richard Unger The Star Shuttle Fleet Manager is responsible for hiring and overseeing the Austin and San Antonio Shop Foremen, Service Writers, Parts Specialist and Mechanics, all fleet personnel, fleet subleppliers and subcontractors. The Fleet Manager is responsifor maintaining the fleet, shop and yard. The Fleet Manager must have 10 years of automotive maintenance experience, 8 years of fleet management experience and has earned numerous ASE certifications. The Star Shuttle Fleet Manager is Richard Unger and his Resume i*s included under Tab 6. Qualifications. C%JJRR AdditionalP Star proposes qualified and dedicated personnel with their unparalleled experience to provide all needed operations and support functions for the upcoming contract. Company -wide, Star Shuttle has approximately 200 employees,, Personnel include safety managers, safety supervisors, trainers, passenger service coordinators, operations managers, dispatchers, supervisors, vehicle Operators, fleet managers, administrative assistants, auditors, service writers, mechanics, vehicle maintenance personnel, operations support offices (OSO) personnel, and senior management. All Operators, supervisors, dispatchers and other key personnel for this contract will be at least 25 years of ...o .,�rl U vnll"Ir"Vim of a high enhnnl rjilnma nr C-TFT) C.Prtifications for Project Management Team 0 —Job Descriptions are proprietary information and /or trade secrets to be exeipted from disclosure to a third party. Qb'�+ GL11U 11COL VV CL--- various jobs vary, but ex.perience is also an important factor in determining a candidate's qualifications for a particular job. Support Team Structure and Depth • 10 OSO Key Project Support Personnel • 3 Administrative Support Staff • 2 On -site Supervisors • 10 mechanics (3 in Austin) • 6-7 service agents • 10 trained paratransi vehicle Operators (Round Rock pool drivers) It is extremely important to note that Star Shuttle's operations management team has unparalleled "hands-on" experience and professional commitment, as many supervisory team members started Oversight Team Structure and Depth is proprietary information and /or trade secrets to be exempted from disclosure to a third party. City -of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. Exhibit S#ar Shuttle� Tab 4 —Staffing and Project Organization with Star as vehicle Operators. The Star operations management team has hundreds of collective years of contract service experience. The highest levels of Star's decision makers are readily available to meet with the City of Round Rock at a moment's notice. This practice has been a major feature of Star's contract success. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20,wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 91 Exhibit "B" Star Shuttle Tab 4 — Staffing and Project Organization [This page intentionally blank] City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL 6�'D/ 2020 Star Shuttle, Inc. 92 Relevant Corporate Experience 56 Years in Transportation Enterprises = �� Star Shuttle's Walker Group companies have successfully provided transportation in vans, mini -buses and full size motor coaches for both ambulatory and mobility impaired persons in numerous cities for 56 years. The professionals in Star's Operations Support Offices (OSO) have dealt on a day-to-day basis in the areas of fleet management (purchasing, vehicle registrations, taxes and titles); safety (Operator training, insurance, risk management and environmental concerns); and human resources (recruiting, interviewing, training, benefits, equal employment opportunity and affirmative action, background checks and drug testing) and other elements of transportation enterprise management. Relevant Contract Experience during Last 3 Years Cityof Round Rock —Transit & Paratransit Operations �' p In 2013 CORR contracted with Star Shuttle to provide full, turnkey public transit service inclusive of all necessary administration, equipment, facilities, maintenance and personnel to operate and �,0 maintain Demand Response Bus Service. More recently Star has provided still provides ADA paratransit service to CORR. Results/Impacts: Star successfully helped CORR startup their own transit system and proved that the City and its contractor can work closely together and improve the lives of its citizens. The CORR has found that due to Star's responsiveness and high levels of passenger service / satisfaction, provided the best overall value to the City. VIA Metropolitan Transit Authority — VIAtrans Service In 1992 Star Shuttle was awarded a VlAtrans paratransit contract by VIA Metropolitan Transit Authority. The most recent contract that Star Shuttle operated for VIA (2012 — 2018) included 230 daily routes; and approximately 1,200 vehicle hours of service Monday through Friday and hundreds of hours on weekends. Star has successfully completed over 100 million miles and hundreds of thousands of hours of transit service for VIA community of persons with disabilities. The value of the last 6 year contract was approximately $75M. Star's last contract with VIA ended December 31, 2018. Results/Impacts: Star successfully transported millions of VIAtrans passengers over 26 years, freeing up caregivers and providing freedom of mobility to persons with disabilities. Star brought the VIAtrans service in under VIA's budget for at least the last 10 years (2008-2018). City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc. 93 Exhibit"B" Tab 5 —Related Experience University Hospital System Star recently was awarded a 3 year contract with the University Hospital System to run patient, visitor and emP,Yoee shuttles with ADA vehicles during a major construction period. The contract had a short start-up period and several changes have been implemented through a cooperative effort between Star and the University HSP oital System Police who oversee the project. UHS has expressed appreciation of Star's quick and easy start-up and responsiveness to inquiries regarding suggested changes and additions to the shuttle system. Results/Impacts: Star has transported thousands of UHS passengers, accident free and helped UHS provide excellent service to its patients, visitors and employees. City of San Antonio Aviation Department — Airport Garage and Parking Shuttles The City of San Antonio, Aviation Department sought an experienced passenger transportation provider to operate a high quality, 24 hours a day, 7 days a week scheduled ADA compliant bus service for San Antonio International Airport. Star Shuttle was awarded the contracts and operated two shuttle services for the Aviation Department under the contracts (Temporary & Supplemental Busing Services RFCSP #'so, 6100005267, 4400003249 & 61000010848)0 First, during the construction of the new Consolidated Car Rental Facility and Parking Garage, Star successfully operated the Garage /Ter-1-1-11nals, Circuit from the garage to the terminals for both departing and arriving passengers. This portion of the contract was operated by Star for approximately 34 months from July 1, 2015 —March 31, 2018. The value of the contract was approximately $2.25M per year. The Garage/Terminal circuit portion of the contract ended when construction was completed. Secondly, Star provided and continues to provide Supplemental Services, when requested, to shuttle public and/or employee parking patrons between the airport terminals and the par] ing lots -at SAT. Star Shuttle has operated up to nine minibuses for these services. Star was recently awarded a contract extension of Contract #4400003249 and #61000010848 by the City of San Antonio to continue this portion of the service. Results/Impacts: Star has successfully transported thousands of passengers, both ambulatory and mobility impaired, and improved passenger seryice, efficiency and passenger satisfaction at the SAT airport during the last two plus years. Star was able to adjust daily to peak demand requirements due to holiday demand, city vehicles being taken out o service, etc. and provide the service cost effectively, providing the highest overall value. The Aviation Department received many compliments about Star and its Operators and the operation was very successful during a dififcult construction period. City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20=007 CONFIDENTIAL C 2020 Star Shuttle, Inc. StarShuttle, Exhibit „B„ — Related Experience Tab 5 Pre K 4 SA — School Bus Services Star is currently operating Pre-K 4 SA school bus service for the City of San Antonio. Star has provided transportation solutions for a brand new program, starting in 2013, and were chosen based on our proven track record of providing safe transportation. Star has provided a high -quality and safe transportation solution for the Pre-K 4 SA program. The relevance for the CORR is that it takes a high degree of care and sensitivity to safely transport 4 year olds on a daily basis in a regulated environment. Star was awarded a contract extension in 2018. Each departure is in accordance with Texas Administrative Code with regard to child / caregiver ratio. The value of the contract is approximately $850,000 per year. Results/Impacts: Star successfully worked with the City of San Antonio to startup Pre K 4 SA Transportation Services in a short time frame and implement a new voter approved city-wide education initiative by providing safe, clean and reliable transportation. When all factors are taken into consideration such as driver training, safety record, quality of vehicles, levels of insurance provided, collaboration & communication between Pre K staff and Star, Star provided the best overall value and has contributed positively to the success of the Program. Three (3) Relevant References — Similar Contracts The following are 3 relevant references of current or recent contracts that are similar in nature. Star has hundreds of clients and additional references are available upon request. See also Attachment B — Reference Sheet. City of Round Rock 2012-present Current Fleet: 7 mini -buses i Ms. Edna Johnson Round Rock Transit Mon -Fri. Transit Coordinator Paratransit service for the City of Round City of Round Rock Rock 2008 Enterprise Drive Round Rock, TX 78664 Phone: 512-671-2869 e ohnson roundrocktexas. ov City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc. 95 Exhibit "B„ .. Star Shuttle� Tab 5 — Related Experience l iInd*lviPersonnel who will Engaged in the Project Star has a CORR Project Team that has extensive public transit ADA paratransit experience. The following individuals make up the CORR Operations Team and will be actively engaged in the Project. These individuals are currently working on CORR operations under the current contract and will also be assigned to the proposed new contract. Abbey Walker — CORR General Manager, 15 years Office 512-479-8100, ext. 156; cell 210-559-6832 Pam Meadows — CORR Operations Manager, 11 years Office 512-928-8896 ext. 404; cell 512-809-6132 Hillary Hummel — CORR Customer Service Interface, 5 years Office 512-479-8100, ext. 244; cell 210-908-1910 Loretta Gonzalez — CORR Customer Service Agent, 15 years Office 512-479-8100, ext. 243 Ruth Rivera — CORR Customer Service Agent, 21 years Office 512-479-8100, ext. 241 Dantoine Churchman — A.M. Transportation Supervisor, 5 years Mychal Harris — P.M. Transportation Supervisor, 3 years Ken Donaldson — CORR Austin Shop Foreman, 7 years Rhonda McCartney — CORR Administrative Clerk, 7 years City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc,. 96 S. Exhibit Tab 5 — Related Experience Additionally, their relevant experience and credentials set forth i*n the following places in this Technical Proposal: • Tab 4. Staffing and Project Organization —List of Team Members and Job for this ProjDescriptions e.ct. • Tab 6. Qualifications -List of Team Members Names Relevant Number of Years and % of their time to be spent on this Project. • Tab 6. Qualifications - Resumes with details of individual experience • Tab 6. Qualifications - Training Certificates and Other Certifications City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL � 2020 Star Shuttle, Inc. Exhibit „ B „ ..... ..... ... Tab 5 — Related Experience v............... :::;.. StarShuttle [This page intentionally blank] City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc. -=-- Exhibit "B" Tab 6 Qualifications Shuttle a Tab 6 — Quafifflications 6 CORR Project Team Chart .... ....... . . .............. ......... . . . .............. .... ..... .... ......... .. ... Abbey Walker, CFO CORR General 15 yrs. President (-'E 28 yrs. John 11. Walker, J.D. CORR',1,Senior Project '10% MBA Manager 35% Compliance Officer Pam Meadows CORR Operations I I yrs. Austin Vice President 17 yrs. 10% Manager 50% -1 Hillary Hummel CORR Customer 5 yrs. 70- Savannah annah Fernandez Director of Risk & Safety 20 yrs. 25% Service Interface 100% Director of Recruiting Loretta Gonzalez CORR Customer 15 yrs. Betsy Kennedy &Training/ EEO 10 yrs. Service Agent 1.00% Officer '10% Ruth Rivera CORR Customer 21 yrs. Christina Casas HR Generalist/ DBE- 4 yrs,,:... Service Agent 100% SB E Officer 10 % Dantoine CORR A.M. Transportation 10 yrs. Richard Unger Fleet Manager 22 yrs. 10% Churchman Supervisor 50% Mychal Harris CORR P.M. Transportation 3 37rs. 50% Melanie Camarillo T Call Center Manager 10 yrs. 10% Supervisor 4 Ken Donaldson CORR Austin Shop 7 yrs. f.,aurence Alberts Accounting.Manager yrs. 10% Foreman 50% Rhonda CORR Administrative 7 Yrs. Jennifer Sanchez OSO Payroll 16 yrs. McCartney Clerk 50% Specialist 10% � : 16 yrs. Richard Santos Trainer 10% City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL ® 2020 Star Shuttle, Inc. 99 Exhibit "B" Q+ Shute.... ....... olff Tab 6 — Qualifications City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL © 2020 Star Shuttle, Inc. 100 Exhibit Tab 6 — Qualifications The resumes of the CORK Project Team are included in this Tab 6. Qualifications under a separate sub -tab entitled " Resumes ". 0 0 AIMENI& 0 Certifications of CORR The certifications of the CORK Project Team are included in this Tab 6. Qualifications under a separate sub -tab entitled "Certifications". Professional Memberships and Affiliations Star Shuttle's management believes strongly that it is imperative to be immersed in the relevant industry professional and trade groups. Star's team has taken leadership roles and participates i*n continuing education in anumber of industry organizations and trade groups. Letters of Recommendation / Civic & Charitable Contributions Star has literally thousands of letters of recommendation, commendation and compliments. Star, s motto is "We Go the Distance for You/ "S. Star receives hundreds of compliments each year. Additionally, Star supports the community in many ways. A list of civic and charitable contributions made by Star is available upon request. Litigation / Auto General Liability Coverage / Garage Liability Star Shuttle carries first dollar auto liability, general liability and garage liability coverage. First dollar coverage means that there i*s no deductible contribution required from Star Shuttle. All potential claims are covered by and defended by our insurance company. A current certificate of insurance covering CORK as "additional insured" is on file with CORK and will be kept current at all times. Additionally, Star has audited financial statements and at no time during the last 26 years have the auditors considered insured auto liability cases 0 as material liabilities. Star has no litigation related to operating the CORK transit and paratransit service during the last 7 years. A list of recent claims are listed below, except for -one New York claim, all are in Bexar County where Star operated over 7 million miles per year during this period of time and are fully insured by National Interstate Insurance Company. Also see Exhibit 9 for the required list of Litigation: City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 101 Exhibit Tab 6 — Qualifications Star Sh�ttle� [This page intentionally blank] City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL Qv" 2020 Star Shuttle, Inc. 10,2 Abbey Walker, CFO and General Manager abbey. walkergstarshuttl e. com Office: 512-479-8100, ext. 156 Cell: 210-559-6832 City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20-007 CONFIDENTIAL ® 2020 Star Shuttle, Inc. 103 Exhibit Tab 7 — Authorized Negotiator ar. 4tii ,1. [This page intentionally blank] City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 104 Exhibit Tab 8 — Exceptions Tab ts ExcewF4,tion., Except as stated below, Star Shuttle, Inc. has no clarification, exceptions, or deviations from the RFP. 1. Although Star does not consider this an Exception, but out of an abundance of caution Star incorporates by reference Part III Supplemental Terms & Conditions, Item 14. Price Adjustment set forth i*n Addendum No. 2. 2. Star has included multiple vehicle and pricing options. City of Round Rock -Americans with Disabilities Act (ADA) Paratransi't Services Solicitation Number 20,wOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 105 Exhibit "B" Tab 8 — Exceptions [This page intentionally blank] star Shuttle City of Round Rock -Americans with Disabilities Act (ADA) Paratransit Services Solicitation Number 20mOO7 CONFIDENTIAL C 2020 Star Shuttle, Inc. 106 Star Shuttle Exhibit "E3" Tab 9 — Required Attachments & Addendum Tab 9 Required Attach ents Addendu.., The following Required Attachments and Addendum are completed & signed (as applicable): Signed Addendums Attachment A — Proposal Submittal Form, Execution Attachment B — Reference Sheet Attachment D — Government -Wide Debarment and Suspension (Non -procurement) Attachment E — Certification and Restrictions on Lobbying Attachment F — DBE Certification for Non -Rolling Stock Materials or Services The following additional Appendices & Exhibits are included with this Proposal: Exhibit # 1. Drug and Alcohol Policy 2. Personnel Practices and Polices — Employee Handbook 3. Vehicle Maintenance Plan (includes Maintenance Procedures) 4. Safety Plans and other Emergency Protocols — Safety Management System (SMS) 5. Performance Monitoring.Plan 6. Facilities Plan 7. 2018 & 2019 Our Driving Concern Texas Employer Traffic Safety Award 8. Vehicles Vehl*cle Brochures 9. Litigation 10. Star Shuttle CORK Paratransit Training Manual City of Round Rock- -Americans with Disabilities. Act (ADA) Paratrans-it Services Solicitation Number 20-007 CONFIDENTIAL Oc 2020 Star Shuttle, Inc. 107 Exhibit "B" Tab 9 — Required Attachments & Addendum %r S et ...... .... ....... r C e...... . �..�. ... ........ [This page intentionally blank] City of Round Rock - Americans with Disabilities Act (ADA) Paratransit Services Provider Solicitation Number 20-007 114 CONFIDENTIAL © 2020 Star Shuttle, Inc. City of Round Rock Americans With Disabilities Act (ADA) ParatransitFS*4'bj1 G` RFP 20wOO7 Class/Item: 556swOO January 2020 ATTACHMENT A PROPOSAL SUBMITTAL FORM AND EXECUTION NOTE: RESPONDENTS SHALL COMPLETE AND RETURN THIS ATTACHMENT WITH THEIR PROPOSAL. FAILURE TO DO SO WILL RESULT IN DISQUALIFICATION OF THE PROPOSAL. By signature hereon, the Respondent certifies that: All statements and information prepared and submitted in the response to this RFP are current, complete and accurate., He/she has not given, offered to give, nor intends to give at any time hereafter, any economic opportunity, future employment, gift, loan gratuity, special discount, trip, favor, or service to a City employee in connection with the submitted response. Failure to sign the Execution of Proposal or signing it with a false statement shall void the submitted offer or any resulting contracts. Respondent represents and- warrants that the individual signing this Execution of Proposal is authorized to sign this document on. behalf of the Respondent and to bind the Respondent under any contract resulting from. this request for proposals. RESPONDENT COMPANY,,, Star Shuttle, Inc._____.__.__.__ -- SIGNATURE (IN INK): NAME (TYPED/PRINTED),,:.Abbey Walker___________- TITLEe. DATE:* 3/z szo z STREET: 1343 Hallmark Drive CITY/STATE/ZIP: _San Antonio, Texas 78216 TELEPHONE AND FACSIMILE NO.: _210-581-9990 210-829-5182_____ E-MAIL ADDRESS: abbey.walker@Starshuftle.c.om FEDERAL TAX IDENTIFICATION NUMBER (FIN): _74-2624739_ By submitting a response to this solicitation, the Respondent agrees that the City's standard Definitions, Terms and Conditions, in effect at the time of release of the so, licitation, shall govern unless specifically provided otherwise in a separate agreement or on the face of a purchase order,, Said Definitions, Terms and Conditions are subject to change without notice,. It is the sole responsibility of respondents to.stay apprised of changes,, In addition to the above General Terms and Conditions listed in Section Id, the City's Definitions, Terms and Conditions shall be enforced and part of the contract and can be obtained from the City's website at: https:-I/www.roundroc-ktexas.,qovideDartments rchasing/ Page 24 City of RoundRock Americans With Disabilities Act (ADA) ParatransitFrA41&j1 B RFP 20-007 Class/item: 556-00 January 2020 ATTACHMENT B. REFERENCE SHEET FF . . .... SOLICITATIONRESPONSE PLEASE COMPLETE AND RETURN THIS FORM WITH SOLICITATION NUMBER,20-007-i ADA Services ........ I ..................... ............. RESPONDENT'S NAME: .Star'Shuttle, Inc,, DATE, 3/2/2020 AMA" ��+�rp� �p��P�l�mhPr (3) valid MunjCipal, GovernmentAD LL of at least three Provide the name, agencies or firms of comparable. size that have utilized services that are Similar in type and capacity within the last two (2) years. City of Round Rock references are not applicable,, Reference's may be checked prior to award, If references cannot be confirmed'or if any negative responses are receivedit may result in the disqualification of submittal, 1.9 Company's Name Name of Contact Title of Contact E-Mail Address Present Address City, State, Zip Code Telephone Number. 2. Company's Name Name of Contact Title of Contact E-Mail Address Present Address City, State, Zip Code Telephone Number 3. Company's Name Name of Contact Title of Contact E-Mail Address Present Address City, State, Zip Code Telephone Number City of Round Rock Transit . ............ .. ... .. . ........................ . ................ Edna Johnson VIA Metropolitan Transit A,uth'oTransportationrity, VIAtrans Services Albert Gonzalez ..... ............. Jniversity Health System ;....Sherrie King FAILURE TO PROVIDE THE REQUIRED 'WITH THE SOLICITATION RESPONSE MAY , INFORMATION & AUTOMATICALLY DISQUALIFY THE RESPONSE FROM CONSIDERATION FOR, AWARD. Page 25 Exhibit ATTACHMENT D GOVERN M ENT=WI-DE DEBARMENT AND SUSPENSION (NON PROCUREMENT) h,v It will provide a written explanation as indicated on a page attached in FTA's TEAM -Web or the Signature Page if it or any of its principals, including any of its first tier Subrecipients or its Third -Party Participants at a lower tier,,ies unable to certify compliance with the preceding statements in this Certification Group,. ---------- - ------ - - - ----------- - ----- -------------------- -------- - - - - ------------------------------ ------------------------------ Certification Contractor Name Star Shuttle, Inc. Signature of Authorized Official ��t/' ' Date: 2-14-2020 Name of Contractor's Abbey Walker Authorized Official Title of Contractor's Authorized CFO Official Page 42 Exhibit ATTACHMENT E CERTIFICATION AND RESTRICTIONS ON LOBBYING Abbey Walker . hereby certify (Name and title of of icial) Star Shuttle, Inc. On behalf of ____ that: (Name of Bidder/Company Name) ➢ No federal appropriated funds have been paid or will be paid, by or on behalf of the undersigned, to any person for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, and officer or employee of Congress, or an employee'of a.:: Member of Congress in connection with the awarding of any federal contract, the making of any federal grant, the making of any federal loan, the entering into of any cooperative agreement, and the extension, continuation, renewal, amendment, or modification of any federal contract, grant, loan, or cooperative agreement. A If any funds other than federal appropriated funds have been paid or wil! be paid to any person influencing or attempting to influence an officer or employee of any agency, a Member of Congress, and officer or employee of Congress, or an employee of a Member of Congression connection with the federal contract,. grant, loan, or.cooperative agreement, the undersigned shall. complete and'subm'oit Standard Form — LLL, "Disclosure Form to'Report Lobbying," in accordance with. its instructions. ➢ The' undersigned shall require that the language of this certification be included in the award documents for all*sub-awards at all tiers (including sub -contracts, sub- grants and contracts under grants, loans, and cooperative agreements) and that all sub -recipients shall certify and disclose accordingly. This certification is a material representation of fact upon which reliance was placed when this transaction was made or entered into. Submission of this certification is a prerequisite for making or entering into this transaction imposed by 31 U.S.C. § 1352 (as amended by the Lobbying Disclosure Act of 1995). Any person who fails to file the required certification shall be subject to a civil penalty of noti-essthan$10'00 00 and not more than $100,000for each suchfailureo The undersigned certifies or affirms the truthfulness and accuracy of the contents of the statements submitted on or with this certification and understands that the provisions of 31 U.S.C. Section 3801,, e t seq., are applicable thereto. Name of Bidder/Company Name Star Shuttle, Inc. Abbey Walker Type or print name -- Signature of authorized representative ��/►/"'L Signature of notary and SEAL Date 2 14/2020/ MARTHA ANN WYERS NotarY Public, State of Texas B&PO Comm. 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Nrr•.rrr.•w.rr••r•r.••.•••..•••.•. •.•......•.........•.�•. •...... «•..«..-. ». •««.rr..�.« «».«. •.... .. .� ....�.•..••••••••r•..«�... ,r••• wr•.• • •.w••••.. •• .. .. w ••• ..•.r Page 43 Exhibit ' Approved by OMB 0348twOO46 Disclosure of Lobbying Activities Complete this form to disclose lobbying activities pursuant to 31 U.S.C. 1352 (See reverse for public burden disclosure) j Type oederal Actlon, 2ofFederalReport Type,,, a . contract a. a,. initial fi b,, grant bmaterialchange c.cooperative.a . initialawardreement '. . loan c. postmaward For matedal change only . e,, loan guarantee Year quarter . loan- insurance Date oast report ' t. isSubawardee, ODOM 4 4.Name and of 5* Reporting Ent'lty'ln ' Name ress o rime: rime u awar eenter Tier.. , if K •Congressional strict nown, ion ressionaismct nown. a era e a men eno .'i. a era s r* t'ion . Program awe e c6. CFDA if a 8FederalActeion 9, Award if st t nt llCO. aName an Address of oyingea o rnm i n a ry i s es In c u ini n Zvi ua s Perf l. � V individual',�f last name, rent rorn o. �aad r ss 1 efirstnarr�e e z (last name,first name,, u t is orm isI I. InfoTimat6ion re ues to thro authorize ti'tle UmSeCet2. ion T is ign atu re. activeittes is a materia1iniscosureo o representatoion of Preint Name: ._._ • ._._. placed the tiger above when'' theis coon r into. T �s isclosure sr ante aTaitles.eras ma e o�. - 1 2. is requiredursua nt to .. 5 inweill bet;the CongressTelephone No .. _Dates. _.._.. • .ubl'ic labl orw�li a ava� e• semimannu.ally-andr .filet eins action. n arson w o:ails to • requiredd1sclosure shall be subjectto a civeil penalty not lthan $10,000:and notmore , than $100,000 eachsuchfa'glure. ., ., ;.:► , •.., .• . :.!•r•;•• }:•,:... .,}, •}}:'.:.'•+ ie r'•va ?.•.r,«...: a•� ;:r' .....:t: •Y..,f..,`. + J }::yt.�Y.J.; }�" •.)•i:IrJ:;ri•}� ,'.'•'i . .°•,a�}{. 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".},•..••,. ,•; '{..•• ' Page 44 Exhibit INSTRUCTIONS FOR COMPLETION OF SFmLLL, DISCLOSURE OF LOBBYING ACTIVITIES This disclosure form shall be completed by the reporting entity, whether subawardee or prime Federal recipient, at the initiation or receipt of a covered Federal action, or a material change to a previous filing, pursuant to title 31 U.S.C. section. 1352, The filing of a form is required for each payment or agreement to make payment to any lobbying entity for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee: of Congress, or an employee of a Member of Congress in connection with a covered. Federal action,, Complete all items that apply for both the initial filing and material change report,, Refer to themplementin*9iguidance published by the Office of Management and Budget for additional information. 1. Identify the hype of covered Federal *action for which lobbying activity is and/or has been secured to influence the outcome of. a covered Federal action. Ze Identify the status of thecovered Federal action. 3. Identify the.'app'ropriate classification of this report,,, If this is a followup report caused by a material change to the information previously reported, enter the' year and quarter in which'the change occurred. Enter the date of the last previously submitted rep* ort by -this reporting entity for this covered -Federal action,. 4. Enter the full name, address, city, State and zip code of the reporting entity. Include Congressional District, if known,, Check the appropriate classification of the reporting entity that designates, if it is, or expects to be, a prime or.-subaward recipient. Identify the tier of the subawardee, e.g., the first subawardee of the prime. is the 1st tier,, Subawards include but are not limited to subcontracts, subgrants and contract awards under grants. 5,0 If the organization filing the report in item 4 checks "Subawardee,"then enter the full name, address, city, State and zip code of the grime Federal recipient. Include Congressional District, if known. 6. Enter the name of the federal agency making the award or loan commitment. Include at least one organizational level below agency name, if known,, For example, Department of Transportation, United States Coast Guard. ,� To Enter the Federal program name or description for the covered Federal action (item 1),, If kno.wn, enter the full Catalog of Federal- Domestic Assistance (CFDA) number for grants, cooperative agreements, loans, and loan commitments. 8. Enter the most appropriate Federal identifying number available for the Federal action identified in item 1r;- (e.g., Request for Proposal (RFP) number; Invitations for Bid (IFB) numbegrant announcement number; the contract, grant, or loan award number; the application/proposal control number assigned by the Federal agency). Included prefixes, e.g., NRFP-DE-90-001." 9. For a covered Federal action where there has been an award or loan commitment by the Federal agency, enter the Federal amount of the award/loan commitment for the prime entity identified in item 4 or 5. 10,0 (a) Enter the full name, address, city, State and zip code of the lobbying registrant under the Lobbying Disclosure Act of 1995 engaged by the reporting entity identified in item 4 to influence the covered Federal action. (b) Enter the full names of the individual(s) performing services, and include full address if different from 10(a),, Enter Last Narne,."-First Name, and Middle In*tial (MI). lie The certifying official shall sign and date the form, print his/her name, title, and telephone number. According to .the Paperwork Reduction Act, as amended, no persons are required to respond to a collection of information unless it displays a valid OMB control Number,, - The valid OMB control number for this information collection is OMB No. 0348,m0046-.-- Public reporting burden for this collection of information is estimated to average 10 minutes per response, including time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. Send comments regarding the burden estimate or;,.,any other aspect of this collection of information, including suggestions for reducing this burden, to the Office of Management and Budget, Paperwork Reduction Project (0348-0046), � Washington, DC 20503 Page 45 i%T F DBE CERTIFICATION FOR NON=ROLLING STOCK MATERIALS OR SERVICES As a recipient of funding under Section 110 1 (b) of TEA,-21, 23 U.S.C. Section 101, our transit system must identify Disadvantaged Business Enterprise participation in all contracts which can be used to.meet our overall obligation. For this reason, we require all Contractors, as a condition of being authorized to bid on this project, to certify the level of Disadvantaged Business Enterprise'participation which will be involved if he/she is awarded the contract for the project. Accordingly, the following certification must be completed and submitted with your bid: � Abbey Wa Iler, CFO hereby (Name and Title) certify that DBE'participation in'thei'tems offered shall not be less thanr)ercent, U.S. dollars of the final purchase price. understand that the Disadvantaged Business Enterprise participation levels indicated will be a material factor in the public agency's decision to award a: contract for the items offered. Sig-natu-r f Authorized Official. - CFO Title Attach a listing of the DBE frmsiwhom purchase of components or services is anticipated, pending award of this contract for items covered, in this procurement. Please indicate the type of items to be purchased, an address, phone number and contact person for each Disadvantaged Business Enterprise as well as the amount of purchases anticipated. Page 46 Exh'Ibl't if it S.``,`'^.''".' P.', f'`, ..,'..' Vendor'�s. =..'`....' ' .,. ' - - - ------------------ - -- -- --------- Cert9if*ica-t:i*on Type -o be N .,:Scope of Work t Est*tmated Tota I ame & Address of Com an 11, P erfo.::,rmedors.:u .ied... P PIP, -------------- --------Cop.tractA ount ....... Bi Star Branding, 4009 9 Uniforms, Cu:-stom logo, $5,,000/year D BE Naco Perrin Blvd,,, San Pro::mo items, & Vehicle $25,000/overall contract Antonio, TX 78217 g'.raph I ics Contact Person. Reb.ecca Peterson,, Phone Number: 210� 590�2662 - --------- ------- E.M.S. Colli-sion, 13307 Collision Repair $3 750/year D-BE Naco doches Rd., San 9 $18,750/overall contract Antonio, TX 78217 Contact Person: Enrique Mendoza, Phone Numbers, 210-w218,w-5650 - -- - ---- -------------------------- - --- ------- ---------- .......... �hA h p Martinez Tire S o Tires 11 - -------------------- - - - $5,000/ye-ar DIBE 3303 Nacogdorches� San $251. v 11 coni-ract 00 o era r:O / Antonio, TX 78217, Contact Pe-rson: Mario Martin.ez, Phone Numbers, 2101w590�8108 Medwheels, 1322 Es Medical Equipment $500/year DBE S. Houston St., an $2 500/overall con:tract Antonio, TX 78205, Contact Person: Jane Gonza ez, Phone Number:1210A-533�9457 Total/year $14.1250 Total/overall contract - ---- ------- --- - - - ---- ----- ------ 71250 - ------------- ----- - CONFIDENT AL 2/28/2020 B2Gnow Exhibit Certffiec� Profile n Print Certification Information ,.: CERTIFYING AGENCY South Central Texas Regional Certification Agency CERTIFICATION TYPE DBE -Disadvantaged Business Enterprise RENEWAL DATE 7/31/2020 CERTIFIED BUSINESS DESCRIPTION ! Stitching, decorative and novelty, contractors on apparel, Athletic uniforms, team, cut and sewn from purchased fabric (except apparel contractors), Apparel Accessories and Other Apparel Manufacturing, Digital priningt(e.g., billboards, other large,format graphic materials, high resolution) (except books), Commercial screen printing,, Men's and boys'cloth'oing merchant wholesalers, Women's and children's clothing accessories merchant wholesalers, Graphic design services, Advertising specialty (e.g., keychain, magnet, pen) distribution services Co m Code Description - - - -------- NAICS 314999 Stitching, decorative and novelty,, contractors on apparel NAICS 315280 Athletic uniforms, team, cut and sewn from purchased fabric (except apparel contractors) NAICS 315990 Apparel Accessories and Other Apparel Manufacturing NAICS 323111 Digital printing (e.g., billboards, other large format graphic materials, high resolution) (except books) NAICS 323113 Commercial screen printing NAICS 424320 Men's andy.':bos' clothing merchant wholesalers .: : 1/2 https:Hsctrca,,sctrca,org 2/28/2020 „ Onow Exhibit � NAICS 424330 Women's and children's clothing accessories merchant wholesalers NAICS S41430 Graphic design services NAICS S41890 Advertising specialty (e.g., keychain, magnet, pen) distribution services i��n� • //�r+��n♦s c+^+V-i+^ ^rev sruZuzu Certl*f1"ed Prof'I'le B2Gnow Exhibit "B" Business & Contact Information BUSINESS NAME OWNER ADDRESS PHONE FAX EMAIL Certification Information EE.MM.SS.Express Collision Automot*ive Mr,, Enrique Mendoza 13307 Nacogdoches Rd<br/>San Antonio, TX 78217 210-218.5650 210.399-1418 enriguemendoza6i2yahoo.com, Print Mag This Address CERTIFYING AGENCY South Central. Texas Regional Certification Agency CERTIFICATION TYPE- ' DBE -Disadvantaged Business Enterprise � RENEWAL DATE 9/30/2020 CERTIFIED BUSINESS DESCRIPTION : Automotive Body, Paint, and interior Repair and Maintenance, Automotive paint shops, Body shops, automotive. TMI -.I T-17T4ARTM-n so -------- commodity Codes Code Description.: — --------- ---- — --------- NAICS 811121 Automotive Body, Paint, and Interior Repair and Maintenance NAICS 811121 Automotive paint shops NAICS 811121 Body shops,, automotive 11"mota—Vanw" r M111 1". Vrs 'low VA11 fool!: httpS://SCtrca,,sctrca,,org 1/1 111�'6 ct � k tti:e 'too. 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IV •r t 1 .., �»�•r fir. \t �;,•ry'• ' �:'1 .: ;~ i..+: St �c �'f`''.:!'at'•: %°'":F 7'+-i�tr�!'\•�'j�\� Y• ` !i•' ",ii'�� •"'i;�":?'�,;,,J ! -.x% ;,: -• r:•%��::•;;,:::it�•,,�:�vl:�;�•:�l.r.•;•j:;,h;.;•.,y:•i;:i+.lr,;..'F+`yr,,, !Swy1.v' `'i^'•'•:Ii ••y.i,•'s''',: ;��'r�.: •i.lw';`.; -�.,- ,¢. .� ,�;:, ,� L,•,. Ju'• , aCxf111�1!�� /;Li�' "��'FY/7.'I•:��•� .�', � .�, �, �Itf.�.. �Y:�T ., ....r ,,:�:.,r: •.:ice S•o?7{. \Hft •r, +'t'.: r:�r�f•,. r •M,,•, Ir'• f.J ;li:. ..t{• ,P.I L. t •F�r�' =/'y, J :�':y'.";!.t s•Ji•Jl:4.'A.• F:sOli- !a_}th� Ij S D cT} D°$°at�aue :•';;'tr'fa;l:v;7l� r" Y•�:��'i •: �t �':yr:�'�::i :'`n.`{'. '•'a I ij`�„�� ,1::y:f ' /£.. �� •}': f ::y•;�\,rye � „�+.� IC,fYY� 1 ,•f .`. •` r 3/2/2020 Certl*f*led Profile B2Gnow Exhibit Print BuBusinessContact Information BUSINESS NAME MEDwheels, Inc. OWNER Ms. Jane Gonzalez ADDRESS 1322 E. Houston<br/>San' Antonio, TX 78205 Mao This Address PHONE 210-533-9457 FAX 210-533-9455 EMAIL j onzalezemedwheelsecom, WEBSITE httD'4b'//WWvy, edwheels,.com 1!ivT11 IT Certification Information CERTIFYING AGENCY South Central Texas Regional Certification Agency CERTIFICATION TYPE DBE -Disadvantaged Business Enterprise RENEWAL DATE 1/31/2021 CERTIFIED BUSINESS DESCRIPTION Medical equipment merchant wholesalers, Other Electronic Parts and Equipment Merchant Wholesalers, Medical equipment (except home health furniture and equipment) rental or leasing, CPR (cardiopulmonary resuscitation) training and certification Commodity Codes Code Description NAICS 423450 Medical equipment merchant wholesalers NAICS 423690 Other Electronic Parts and Equipment Merchant Wholesalers NAICS 532490 Medical equipment (except home health furniture and equipment) rental or {easing NAICS 611699 CPR (cardiopulmonary resuscitation) training and certification RE i • f I t ! r 1 • https.,,//sctrca.sctrca,,org t 1/1 xh'iblat "B" Solicitation: RFP 20mOO7 ROUND ROCK TEXAS PtIM14A5ING DIVISION ADDENDUM CITY OF ROUND ,ROCK, TEXAS. Addendum No: 1 Date of Addendum: January 24, 2020 This addendum is to'ioncorporate the following changes to the above referenced solicitation: I. Question. Q1: Does Round Rock prd.vide a facility to. perform. maintenance, dispatch, and storage of the buses or are contractors expec.ted -to provide this? Al:% No, the city does not have a locat*ion,ded'I'cated to that purpose so the contractors will need to provide such aifaclity. IL AlL OTHER TERMS AND CONDITIONS REMAIN THE SAME. APPROVED BY: Cheryl. Kau' . Purchasing an, Pu�sing Supervisor ffice, 511-i4w18o*541'7 1/24/2020 By the signature affixed below this addendu-M,01*S hereby incorporated into and made a part -of the above. referenced solicitation. ACKNOWLEDGED BY40 l��b�,�► LJn [Kewng" Name Authoriz Signature 3-� 2�Ln -- --------- Date RETURN ONE SIGNED COPY. OF,THIS ADDENDUM -TO THE PURCHASING OFFICE WITH YOUR SEALED PROPOSAL. FAILURE TO DO SO MAY AUTOMATICALLY DISQUALIFY YOUR RESPONSE FROM CONSIDERATION FOR AWARD* Solicitation:. RFP 20-007 .K TDCAS� ADDENDUM CITY OF ROUND ROCK, TEXAS Addendum No: 2 Date of Addendum: February 10, 2020 This 'addendum is to incorporate the following changes to the above referenced solicitation: I. Clarifications: MEOW A. The City seeks to address the question of fuel cost price escalations as well as other cost escalations by adding Item 14. "PriceAdjustments" to Part III- Supplemental Terms and Conditions of the solicitation document and it shall read as follows: 14. PROCE ADJUSTMENTS: The City may consider adjustments to the Cost for fuel increases or decreases or added governmental requirements related to Homeland Security,, down based on the Department of A. The City and Contractor -shall agree to adjust fue.] cost up or US Energy Information Administration Weekly r Retail On -Highway Diesel Fuel Prices Index, i. Any price increase requested by Contractor shall be. in writing and accompanied with the appropriate: index documentation to justify the change at least seven (7) days prior to requested ,�.,, effective date. ii.price All increases .,are subject to City approval before they become effective. iii. The City shall notify Contractor of intent to decrease price with appropriate index documenta.t:ion and. a letter: statingng same, Fue[, Price used at comm,,.'linkencment of Service�shallbe that of the g indexed rate on the date of,contract signing. The to the referencedi s: /ga teseu SA :l/ httos•//www ...... .... ... .. B. The City may desire toeaaoincrease or decrease the number of Revenue. Hours and shall do so with a : minimum of 30-day notice to the Contractor -and amendment to the Agreement. L Changes toCost and/or F"Ir HOUr eRat resulfing from changes to the number of Revenue : Hours will be negotiated in accordance with the specifications herein not to exceed 25%. ii. In the event. that City and Contractor do not arrive at a Firm Hourly Rate adjustment at any time throughout the duration of the Agreement, City may then, use another Contractor to perform the required service. and charge Contractor the difference,. B. Part V, Items 5.1. & 5.J. have been updated to reflect correct numbering of the tabs. Questions, Q1.Will the City consider proposals that include anon -dedicated service providers (NDSP) component? AtmeetYes, all proposals that theminimumrequirement will be considered. Q2. How will the City address price escalations such as fuels costs? A2,,We have included additional 'Information under ItemI.A. and I.B. of this addendum that shall become part of the contract. Q3. May we have a copy of the pre -proposal sign -in sheet? ''"�' A3. Please see enclosed.' Exhibit "B" Q4. Will the new Contractor be required to take on the same individuals currently employed to do this work with the incumbent? -O: A4. No. The proposer maymaintain andl hirepersonnel their own� for this contract. The City encourages the successful contractor to follow best practices when staffing for the contract, Q5. Will the City require. all interested parties to propose "new" paratransit unit s?A5.No, all vehiclesshallmeet the requirements, as outlined in Part IV Scope Of Work, SectIons 14 Revenue Vehicles and IS VehVehicle Maintenance of the RFP. The City'.condUct regU ar audats of a, aintenance files and inspecttons-of ve.h-.#c-1es.. The COity. sh 11 have, aOts.Isole, discretion, the - authority to remove from any vehicle that poses a safety, reliability or appearance issue. Q6. Please provide revenue and non -revenue annual miles. A6. 2019 Revenue Miles =135,433 2019 Vehicle Miles=161,011 Q7. Can you provide the average daily fare collection revenue? c-oion istripare sold by the City. A7. Average daily cash fare$87, excluding passes, Q8. What is your current scheduling and reservation software? Will we have access to the software? A8. The City does not have scheduling or reservation:::soft-ware.. Schedul;ng, reservations, a 'd associated software are turnkeYoperations anticipated to be Provided by the successful contractor as part of this RFP. Q9. If the Contractor needs to purchase software are there any special requirements?A9,, The CIty oesdnot have anty, nsoftware seci6fications. We wbuld suggest a software package that has like JO -y to capscheduling and dispatching capabitities, along wnn the ab" t, ture relevant information Itrip purpose, desteination.location,aids, arrival and ..pock up time, etc. The software shou0d Is also optimize routes and, schedules as well as: provide, re -.:.porting tools 'to support ADA, NTD, and other data collection requirements. Q10. Can the City provide a few copies of recent manifests.? uretng ite r Ofestse these are audited & o,naltored d s of dafly driver anIAl0,, The City does -not retain copies 0 4 visits. Q11. How will we receive access to the current passenger/client list? . :r 'at and will provide the list of eligible inan Excel foAl1 The Cityaintaiens the eligibility data base e 0 destinations -n: contractor once award `**" dto the .ecustomers along:with their address and ajor Q12. Can you provide a 5-year loss run on all lines of insurance described in the RFP? 0. Al2. We have had no loss runs in the past 5 years. Q13. Can you provide specific Triennial Review ADA findings?Al3. Section 13s, ADAws Comple. entary ParatranS!at Findin : City ustsubmit to the FTAan i0Pieen d plan to o i or opera Ional pattens or practices to assess potential ADA complementary pa�atransit-resses capacity constratnts that add- the definitions used and the effect of the extended service. 0policy hprovides the ind1cators and 1W Capacityraints The City developed aConstwhic . Response:vx�mile outside the fixed route3/4 radius.. standards to be used inmeasuring services that are provided, The City is. currently geocoding addresses to deter :i6ne the perc-:enta9e of Persons receiving service atity perfor the cap radious, 0nee this is co pleted the' City anrill wwhoo leave. outside the'/.mile if the 0informationwill be used Iconstraint analys�is as outlined in the policy.The to added. '11 be reducI I nal service Iservice area wi ed orlof addet o well need to be' Q14. Will the Contractor be required to provide a Transit Asset Management (TAM) Plan? A14. No, the Contractor will not. be required to provide a TAM plan,, Q15. Are the current staff and operators under any union a9reement? A15. No, the current staff and operators are not under a union agreement. Q16. What will the new Contractor have access to over the 45 days prior to start-date?ottransition. City A16, The City will work closely with the new Contractor to #nsure a smoh information requested. the client data base, destinations, and other provide of ef m�i�fi�murlilimitsfor eachrequired.requestedcoverage, can Q1T, The City's insurance requirement prov line of the City provide us the.:. coverage limits and the current certificates of insurance listing the additional Insured entities that are in place for the incumbent service Providers insurance program? A17. This information must be requested in a public, information request at the following website: low 0 0 t a , 1blic-information-reau�sts/:mlMs on uh: w.roundr -cktexasOv/de�o ead1?S _ a.r..t tan ra I /Ct Q18. Please confirm required total annual revenue hours. A18. The City esti the required total annual revenue hours as approxiately 12,144 hours. Please refer to Part IV9 Item� 5-._ of the solliecietati'gon for further clarification. Q19. If the service provider experiences liability that exceeds the City required limits, will the City's self-insurance and/or the State's tort liability coverage provide secondary liability coverage? A19. Purchasing does not have this inforat this time. Q20. Please provide an itemization and description for any claim over $10,000 in each of the last 5 years. A20. There have been no cFaims in last 5 -years. Q21. In Part I Item 9,, Respondent Requirements: This section requests "two identical copies of the RFP response on a flash �drive." Should the two copies be submitted on the same flash drive, or separate flash drives? A21,, Please submit these onseparate flash drives Q22. In Part III, Item 2 can the City please clarify where in the proposal the required list of litigation should be:, included? Can this just be provided as an attachment? A22. Yes, please include this information as an attachment labeled "Litigation" Q23. Under Part IV, Item 2 this section states that CORR bus services y through era oPte MondaFriday, 6,N30 a.rn to 8:00 p.m. and that "The successful Contractor shall offer Parallel paratransit service in alignment with CORR's fixed -route operations." However, in Service Hours B. Projected Revenue Hours, it is stated that "The projected service hours are 48- hours per day,Monday through Friday, 6:OOam to 8:OOpm." Can the City please clarify whether paratransit service hours will begin at 6 am. or at 6:30 a.m.? A23. Currently service starts at 6.A30aHowever, we are working on fixed route service schedule adjust ents that may ove up the start tiee to 6:00am. We anticipate the -schedulechanges will require the RFP toaccommodateservice hours reflecting a 6 a.m.start time. Q24. Under Part IV, Item 7.0 this section states "if the vehicle arrives late or early and the rider elects to take the trip, it is considered a pickup or early pickup,," Vill the City consider walliving the penalty for riders electing to take a trip. pickup?:,in the event of an This would be in line with industry standards. A24. Yes, the City would consider waiving the Q25. In Part V Item S.D. Tab 4-m Staffing and Project Organization: "The City would also like an interface of the team assigned to this Contract and City project management and team personnel.° Can the City please clarify what is meant by "'interface" and when this will take place? Is there anything that needs to be included in the ti l to ro o8asas this requirement? P Pfy-d roles and respons'1*b1'fl16ti8es for the to 'hAv6 a clear of the destgnateA25, The City would I'sIke pointscontractor's tea aAd thePro'p,,er communication and', connections between team members and the Coty, An organi ation charor su may providing the Proper line of communication should be provided, Q26. In Part V, Item S.H. The reference to Tab 8 has been duplicated. Please confirm "Attachments and Addendum" should be Tab 9 and "Cost Proposal" should be Tab 10,0NowAttach ents and Addendum, and Tab 10��Cost A26. Yes, please consl"der: Tab8Except'i*ons, Tab 9 Proposal Q27. Please clarify whether Attachment G —Cost Proposal is to be included under the Attachments and Addendum Tab or the., Cost Proposal Tab, as it iscurrently requested in both sections,, beredA27.-Tab 10 Cost Proposa] Attachment Gm Cost b�roposal can be included under the newlyn.0 Exhibit " 11 Q28. Will the City consider the inclusion of a termination for convenience clause whereby the contractor can terminate. the contract for convenience at any time by providing the City with advance written notice? A28. No. Due to the nature of this work, and 'lots effect on the Clfty*-Ismost,vulnerable.. . populations, a 0 0 t t d er i ed as a new ContractorCon rac or= tetatedi.- ter ination for Convenience c. ause cannot be p ftcannot be solicited for and brought on board 'in a ti ely enough adamagenner to offset the to the City's transportation infrastructure. Q29. What are the three biggest challencies that the City re9 faces with ards to1he services being procured? A29. The City is not fac1ng,nor anticipating any challenges to the being procured at this time C130. What are the City's main goals for the next contract term? A30. The City's goalis to provide safe, accessible, and equitable' public tnsportation so persons with disabilities can live independently and beeconomically self-sufficient. Q31. What does the City wish to accomplish over the next decade for these services? .:', A31. To be creative lionmeeting the challenges that paratransit service is facing w0th the population1atl'oonincreases of seniors and persons with disabilities who will dependon specialized transit service.. Q32. Does this RFP represent any significant changes to the current operations? A32. No. G133. is What the current rate paid to the existing contractor'? A33. An hourly rate of $69.63. Q34. What was the total arnount paid to, the incumbent contractor for the lasttwo fiscal years (by year)? A34.October 2018 to September 2019:$968,294'r October 2017 to September 2018: $758,133 Q35. Please confirm whether the contractor is to be paid gate -to -gate or from first pick-up to last drop-off. A35. Gate to gate,, If a vehicle goes out of commission due to breakdowns, accidents, etc., that will not be considered "revenue hours". y Q36. What is the current level of productivity (passengers per hour) for each of the service types provided? What is the averageproductivity peryear for each of the threepast years? . . A36,, The average current level of product'eIvityis 1.65 per hours. The following is the average passenger 2017a per hourf hor t e ADA services for the last two vearsl since thee ADA...service begann in October 2018 to September 2019: 1.67 October 2017 to September 2018: 1.60 Q37. In order for all bidders to accurately gauge the cost of insurance, please provide data regarding the last year's:Revemiles: revenue -hours 12 rl3:6A379n-ue 135,433 • Passengers, broken down by wheelchairs 2,12A vs. ambulatory 15,124 • Total miles 161,011 and total hours 12,136 • Deadhead miles 25,578 and deadhead hours Not col0ected Q38. Would the City consider waiving all liquidated damages for the first three months of operation in the event a new contractor is selected? A38. Yes, the City would consider waiving the penalty for the first three rr9onths of operation. Q39. How would the City like to receive start-up costs? In an effort to get an "apples to apples" comparison with all bidders, we would recommend having those costs separate, as the incumbent would not have any start- up costs. A39. The cost proposal sheet should. reflect the total cost to the City for S.:.years so please include turnkey information on the cost proposal sheet but feel free to attach additonaF infor to further explain that annual cost. r I Q40. Please provide average call volume, by day of the week if possible A40. The City does... not collect this data currently. `-°` 9 a Exhi it"B"Q41,. Please provide a copy of the current contract orincumbent contractor for these services. A41. This must be requested in a public. information request at the following website: Z t tv-, ci :C t. ton� mcl hft So en: -is rat* .1/wWworo,un:�.dro 'ktexas.gLov1devlrtm...., 1adM:tn,: -- --- - ------ --------- Q42,. Please Provide all bidders with copies of the last three Months of monthly invoices and 'monthly management reports, A42. These are attached tothis addendum. Q43. Please provide total staff numbers provided by the current provider by job category, or an organizational chart outlining these, positions. For any shared or non -dedicated positions, please indicate the percentage dedicated to the current contract, A43. The current provider team structure and PresidenUCEO (1) General Manager (2) Mangers (7) Supervisors-* (12► One (1) dedicated to Round numbers which was proposed in the current contract is as follows: Dispatchers/Schedulers (14)' Three (3) pare dedicated to Round Rock Mechanics (8) Service Agents (8 Corporate Office/Support Vehicle Operators (200) Personnel (10) 0 Percentage dedicated to current contractby unavailable. � positions Is 40 Q44. As our company would like to retain as many of the current possible, ees asemploY please provide a current staff list with seniority date, full or part-time status, and pay rate. Names can be stricken to protect privacy (i.e. Driver1, Dispatcher1, Dispatcher2, etc,.),. A44. The City would encourage the retention of any current employees, however as these individuals are �^ not City.-- employees the City is unab0e to accommodate this request at this time. The current contractor's contact information is: Star Shuttle and Charter, 210-341-6000 Q45. In order to ensure that none of the current employees go backwards in benefits should a transition occur, please provide 'information regarding the current rates/benefits for employees, Please include specific r '9 information such as a:. rate sheet regarding co�pays, dependent coverage, and amount of the premium paid by employer. City is A45, As these individuals are not City e ployees the unable to this request at this time. Q46. Does the contract for the incumbent contractor include extension years? If so, how many years were extended? A46. The term of the contract was for five (5) consecutive twelve. (12) month periods and after the initial tethe Agreemay be renewed for successive terms of twelve (12) months each, not to exceed in the aggregate two (2) such renewals., Q47. What is the current level of complaints per 1,000 hoardings for each of the service types provided? What is the average level of complaints Per 1,000 hoardings per year for each of the past three years? A47. The City began providing "ADA paratransit" service in August of 2017 (previously the City was isaverageleveldoing deM and response transpiortation beginning2012), the followingthe of intincomplaints since hO,, ADA services inception 2017. 2018 902 2019 v05 Q48. What is the current on -time performance for each of the service types provided? What is the average on time performance per year for each of the three past years? theA4810 ThCity began providing "ADA paratransit" service in August of 2017; the followingis `"�" performance measures since the service's inception. August 2017 to September 2018 — 95% October 2018 to September 2019 — 97% Exhibit "B" Q49. Please provide the amount of liquidated damages that were charged to the current contractor for each month over the past year, specified by category or type, A49. The current contract containedno Oiquidated damage clauses. 0 der extending peridays to 90 days? 45 daysshort Q50e Will the Cityconnsi`the transition od from 45 is a very window for the incoming contractor to procure vehicles, establish a facility', and implement technology,, We believe that 90 days, which is standard in the industry, will promote a much smoother transition and allow sufficient time for the contractor to complete all required implementation activities. Please also provide an estimated award and go live date, . A50. Yes, the City will consider extending the transition periodo 45d3 to 90 days, The resulting contract is estimated to go to council in May2020 -and period would begin shortly after. Q51. Can you please provide us with a fuel consumption report,?. A51. Please use httas:llwww.efa.aov/2etrot�um/gasdiese!/for the fuel consumption data. III. AdditionalInrr::.ation,* Please see the attached requested prewproposal Sjgnwin sheet, monthly invoices, and 1j0r M......... . management onthly reports, 6..tensig,�� lVe date92The proposal due is hereby until Tuesday, March 3, 2019 at 3PM CST. V. ALL OTHER TERMS AND CONDITIONS REMAIN THE SAME, APPROVED BY: Ch Kafy U Purch� Purchasing�Office, 512- � February 10, 2020 By the signature affixed below this addendum is hereby "incorporated into and made a part of the above referenced solicitation, A KNo/1NLEDGED BY: 1 ►JrJ INC4 ,� Name Authorize Signature � ��/2oza .Date RETURN ONE SIGNED COPY OF THIS ADDENDUM TO THE PURCHASING OFFICE -'WITH YOUR SEALED PROPOSAL, FAILURE TO DO SO MAY AUTOMATICALLY DISQUALIFY YOUR RESPONSE FROM CONSIDERATION FOR AWARD, Exhibit "C" RFP 20=007 ADA PARATRANSIT SERVICES ATTACHMENT Ga COST PROPOSAL Option 1. Champion 12 passenger + 2 WC Low Floor ADA Ramped Bus The City reserves the right to purchase more or less than the estimated quantities below. Optional: The proposer may attach on a separate sheet of paper additional options/services with cost for the City to consider. Exhibit "D" �►. Cost or Price Analysis (Reasonableness) Form ROUND Roar s � � •�. (Complete gar Receiving Bids, Proposals, or Quotes) Federal regulations require documentation of cost, analysis or price analysis for every procurement ectbn equal to or above $250,000 (see 2CFR § 200,323). The Coat or Pdco (Reasonableness) Form is used to document the 11nelyels showing that the offered -price is fair and reasonable. This form Is used to document City of Round Rock's (City) esdmated range of fair and reasonable costs for the goods and/or M 9 to be acquired, Including construction coda, and to document the analysis AFTER seeking bids, proposals or quotes. Th*8 form is kept as part of the. procurement file to demonstrate that the procurement process was conducted in an open and fair manner and that the Cky received the most advantageous price . This form must bs signed by the (1) DepaKmant Dirsator �o slte�t Arnpletion of thle required fbnn, (2) Purchasing Manager to approve the Cost or Price (Reasonableness)Analysis Form. and (3) a Gran Compliance Team Member who Is responsible for grant oversight and Implementation of Internal ntrole to meet the grant mq-tilrements. Insructionsa, 110 Complete a Cost or Pin"ce Analysis (Reasonableness) forth for every federal grant procurement action equal to or above $250,000,, Please complete all sections. 2. Provide documentation to support the reasonableness test (referenced below 0 in Part II) and/or a detailed discussion of the cost or pri0 ce analysis. A Dete inagon of Cost or Price Analysis (Reasonableness) forth that lacks sufficient detail cannot be approved. I Sign and date the form. 4. Submit completed form, along with detailed discussion and required supporting documen don, to the Purchasing Manager, or designee, for approvals. S. Once approved by Purchasing, submit packet to the Grants Compliance Team for retention with the Grant file. Project/Program/Grant Name: American with Disabilities WAA Parstransk Services RF.P, 204w0071 PART 1.1p PROCUREMENT TYPE Check those that apply and attach supporting documentation: Intedo I Agreement or Purchasing Cooperabve Professional Services .14 ✓ Request for Proposals or Compebbvely Sealed Proposal or Invitation for Bid Other (please explain) PART lie, REASONABLENESS STANDARD Estimated cost or price Is considered fair and reasonable for the following reason(s), and If applicable, is supported by attached documentation and/or a detailed discussion of the cost or price analysis (select at least one applic 81tuatiunle Comparison of previous purchase order and contract prices with current proposed price. for the same or similar items. Both the vall*d4 of the comparison and the reasonableness of the previous prices) have been established. Attach the referenced purchase orderMwntmcts, amounts, issuance dates, and how theY are similar to the cuffent pumhase. Comparison with Vendor's published price lists,, market prices, pricing indexes, and discount or rebate 0 a ngements,, Attach published price list or other published pricing information used (a vendor's quotation or correspondence.....es not qualify as a published price list). City of Round Rock. Texas - Exhibit "D" Cost or Price Analysis (Reasonableness) Form {" ROUND ROCK i::.`.,°..W ft (COMP10e �r Receiving Bids. Proposals or Quota) Comparison of proposed price with independentestmee perfo ed BEFORE IvIng bids or propAS&........019, or BEFORE receiving quotes or proposals fromother governmental end through an Inoerlocal contractor a purchasing cooperastivre. Attach Independent Estimate Ntetmtr Ination Form and underlyingunderlyingddafxumerrtabion. 1:3 Comparison of proposed price with prices obtained through market research for the same or similar items. Attach dxumentallon of reseamh conducted. [] Analysis of Offerors cost Information. Attach caost J"lurilitla,tfai. 1:3 The order is priced in accoidance with exisfing City Purchase Order No. and/or City Contract No. , which was competitively established. Other (please speaffy source and attach supAortinS docun7enatlon): CERTIFICATION 1 cedify that 1 developed this fndspendent estimate AFTER (9) seskfng bids or PIDPWWS as required by 2CFR § 200a 323 OrAFTER (2) seeking quotes or ixopossmew fmm Inf�erfoca! agencies or a pumhasing cooperaffm (2CFR § 200,w318(e)). 1 further certify that, to thebevt of my knowledge and belief,, the Information provided above and all AN& ed hereto Is true and cormt and that the Independent estimate reflects a n10,C.,9,a3ery, fair, and reasonable range of costs or prices 1br the future procurement,, Prepared By: Edna Johnson Name and Title (Please Print) Signature Approved By9 : Transportation Department N;e ant Date Sign re Date L*4 ApprovaiS�neturo of Purchasing ManaWr/Supervisor Date rrolo ��Iaq (Thy sectlon to be completed by ft Finance DWt5W%. Complew) Received bYUPrchasing (Purchasing Contact) Received by (Grents Team Member) lam: Complete ends nod form is uIred fog grant file. Date Received 6/4/2020 to Received: City of Round Rock,, Texas Exhibit "D" Mayor Craig Morgan Mayor Pro-Tem Date: May 28, 2020 Subject. Cost or Price Analysis Reasonableness 2020 RFP ADA Paratransit Service Performed Bv: Edna M. Johnson, Transit Coordinator Councllmembers Tammy Young Rene Flores Matthew Baker Will Peckham City Manager Laurie Hadley City Attorney Background: An independent cost estimate to determine fair & reasonable costs was performed prior to receiving bids for the above referenced solicitation. The evaluation team recommended Star Shuttle, Inc. to be awarded this contract based on their work plan, technical solution, qualifications & related experience, staffing & project organization and costs. Comparison: The survey results and the rates in the current City contract anticipated the following hourly rates: $70.16 to $72.07 4-5% increase per year thereafter Star Shuttles proposed the following hourly rates for a five-year Period: Year 1 $69.59 Year 2 $72.50 4.2% Year 3 $75.00 2.5% Year 4 $77.70 2.7% Year 5 $79.95 2.9% C.nncllyr%inn The bids received from Star Shuttle are below the projected costs estimates and the anticipated 4-5% increase per year is higher than the average 3 % increase as proposed. CITY of ROUND ROCK 2D08 Enterprise Drive, Round Ronk, Texas 78884 (P] 512.218.7044 • (F] 512. 18.5536 - roundroc texas.gov Secdon 0800 �d Value EvalusHo�� FaeIa marud Flsst and � Tfumpofttlon Star ShuWa KOPUM wNh I *am W-OwInt Vendor 04 Vendor K I�P� wNh acEual (Replace wMh aclusl Vendor � (Repleq wNh acAal G� vendo► name) vefwwnwn) vendor narn�) v�nAot n�) Sedio� TIJIIMI .. ..... Low Pines Bid Amowt Pb Bid Anwunt Pb Bid AnwuM Pb Bid AnWUM Pb SM Amount Pb Bid Amount Pb 0600 C�ib� Pollnb - -------- - - ------------------ 1 Cost Faft►�1 30 $5,&n9,74&607U,393,841,12 ------------- - ------------- --- - 29.3 ---- ---------- 55,269,749.80 ------------- ------ - -- - ---- �0.0 0- 0 0 0 4 ---------- ------- ------ Coet Facia 62 ---- --- 0 -------------- ------------ $0600 0 ----------- ------ 0 0 0 0 -- ------ -- - --------------- 0 3 ------------------ -- -------- Cost Fedor i3 0 $0000 0 ----- 0 0 0 0 0 ---- 4 ----- - - - ---------------- Ccat Factor �4 0 $0000 .......... .............. . ....... ......... ............ . 0 - - ........ 0 .. . ........ 0 0 .. ....................... 0 ........ ....... ..... ... ------ ------ 0 6 Cost Fads /6 0 s0.00 -------------- ...... ... ...... ... ... 0 0 . .......... .................... 0 ....... 0 0 0 8 Coat Factor so 0 ---- ------- SO.00 ----------- ------- -------- . ...... 0 ----- - 0 0 0--- ------ ------- ----------------- 0 --- ---- -- - -- ------------ 0 . ............. AL POWTa .......................... �0 --------- i628��4l.60 -------- .. ............. $51l8�3.Q41.12 28.3 i5..2�.749.80 90.0 - ------------- i0.00 0.0 ....... i0.00 OA $0,000 0.0 - ----- $0000 ------------ --------- 000- Formula = Reused 14 Exhibit "D" I, - -0 . .. . ......... .. Wkh*tWn Nwnbar RFP 20-007 Description ADA Patalb" Serviow -'�ROUND ROCK Vendor Name Evaluation Cost Total Max Comm ttee Proposal Scone Poulble S+re 29.31 29.31 of a possible Score 100.00 1 Hendrickson Transportation Group 0.00 2 Star Shuttle 0.00 30.00 30.00 of a possible 100.00 3 Marut) Fleet and Management 0.00 0.00 0.00 of a possible 100.00 {Replace with actual vendor name) � Vendor �04 0.00 0.00 0.00 of a possible 100.00 (Replace with actual vendor name) S Vendor#5 0.00 0.00 0.00 of a possible 100.00 (Re lace with actual vendor name) P 6 Vendor #6 0.00 0.00 0.00 of a possible 100.00 (Replace with actual vendor name) Maximum Possible Score 70.00 30.00 100.00 of a possible 100.00 Revised 8/4/2014 Exhibit "D" EVALUATION MATRIX Type of Solicitation Solicitation Number Solicitation Name ...... . ....... . . ............... . .. . . ................................. ....... .. ... .. .... . ... ........ ..... .. .... .. ................................ .. . . ... ......... ......... .. .. ......... ........ ......... ...... . ........... .............. . ............ ............. .. ....................... ........... .......... ........ Hendtic.k�soa . ... .. .. ... ... . ....... '-Y ..... .................... ........ ...................................... ...... Ma:uti Fleet and valuation Maximum Star Shuttle, Inc. Transportation Maa.. age�ent Category Points- Gioup . , Work Plan 40 33 26 -- ------------------- ------------ ------- Cost 30 30 29 ------ --- -- - -------- ----------- Technical -------- --------- ---------- 10 ... ... ......... --- - --- 8 . ............. ................... ...... ....... ........ .. .... ....... . ...... ...... 7 ------ Solution cations ................ . .......... - -- ------ - --------- - --------------- ...... ....... .... & elated 10 8 5 E 'eace .... - ------ ------------- -------- - -------- -------- - ------------ Staffing & - ---------------- ---- ---- Pwj'oect 10 8 6 O tion ........ ... ................. .. ......... ...... ....... . -------- - - ------------ - ------ --- ---- ---- Total100 - ------------- 87 73-- -------- ---- ------- ------------ --------- -------------- ------------------ ------ * Deemed non-respo, ive Reco mended for Award: Star Shuttle, Inc. Exhibit "D" MIJNO ROCK TEXAS I FX PUM28.000 Independent Estimate Determination Form (Complete BeforeFn%ecehring Bids, Proposals, or Quotes) Federal regulaVons require documentation of an independent estimate reached for every procurement actmon equal to or above $250,000 BEFORE (1) receiving bids or proposals (see 2CFR § 200.323) or BEFORE (2) receiving quotes or proposals from other governmental entitles through an Interlocal contract or a purchasing cooperaVve (see 2CFR § 2009318(o))o aThe Independent. Es-timate-DOWNtminiois a form used to document the City of Round Rock's estimated range of fair and reasonable costs for the goods and/or services to be acquired, Including construction costs. and to document the A"� analysis PRIOR to seeking bids� proposals, or quotes. This fonts must be signed by the (1) Doperhnent Director to attest to completion of this required form, (2) Purchasing Manager to approve the Independent Estimate Dote Ination Foand (3) a Grants Compliance Team Member who is responsible for grant oversight and implementation of internal ntrols to meet the grant requirements. Instructions,0 L Completothisfb fbrevery federal grant procurement ac0on equal to or above $250,000 priorto either (1) adver0singforbids or proposals or (2) seeking proposals fromlnterlocalondesorpurchasingcoopera0ves. gePlease complete all sections. 2. Provide a detailed discussion of your Independent estimate and attach the required supportinginfo afion. Expectation here Is a memo documeng the thought pmess, steps taken and conclusion reached. (e.g., how the estimate was made, OWSHuallptions that were made, Informadon400ls used, and source of Jnfionnaf�on obtained) 3. Sign and date the form. 4. Submit completed fbim, along with detailed discussion and required supporting document on, to the Purchasing Manager. or designee, for approvals,, 5. Once approved by Purchasing, submit packet to the Grants Compliance Team for retention with the Grant Me,, Project/Program/Grant Name: ;.4b =- t - "'-�.' �"� •�..:.�" ..._ This Independent Estimate is for. Goods/Equipment �[ ervices � ConstrucOon Work 11."t. Source Used to Develop Independent Estimate of Goods/Equipment (check all that apply and attach supporting documentation). [:]Vendor survey/market surrey. This may include emails and phone ca11sto qualified vendors to collectprice estimates . Attach survey used. Current or past contracts for the same or similar product the same or slmAarnmdWM_MdnHo.^. aw. - cnrLtre�tns� Reference contracts, Including other City contracts for bar_ Navalleb/e. )s heLoluf�. . ... ...... --------- Historical price and costs data,, This may include historical price and costs from other titles also. Aft support for historical price and costs data used. Other (please specify source and attach suppoWng documentation): City of Round Rock, Texas Exhibit "D" U T;&��%Independent Estimate Determination Form ROUM�WCX«xas (Complete e8 fae Reoehring Bids, Pg......sals, or Quotes) .... .... - ---- -- - - ------- - -------- ons�truction Wow Source Used to Develop Independent tim of Services (cheek al that apply and attach supporting documentation): [] Current or past c'Mh' I A =cta for similar services or nstruction work. number, ff avelable, is heWul)* Refererlw conUacts (descdptlon and conftct awswe Other departments or municipallties doing similar work. Aftach documentatioittuppat for the similar work and amounts used to develop the Independent estimate of servkes. Historical price and cysts data. Attach suppod for histotical price and costs date used. 0 Other (please spech�y soume and attach suppofng documengamm).o CERTIFVCATION .......... ...... ................. .................. cerw that 1 devebped this Independent estimate prior to (1) seeking bids a proposals as iequlred by 2CFR § 200.323 or b&tm (2) seeking quotes orpmposals from Intedocal agencies or a pumhasing cooperative (2CFR § 200o318(e)),o (further cordly that. 1(ftbo the best M-Ofy knowledge and belief, the Information provided above and attached hereto is Uue and correct end that the indmje-pullwent eadmate reflects a necessary� fair, and reasonable renge of Cos.. or paces for the future procurement. P ared By: Name and Title (Please Print) Signature Approved Depafte�t 0 -fi'wrai9nature Approval Signature of Punch sing M gar/Supwvisor Lorw1jew UV §W9 It oeie 40 T1 Se c7ac) care Date (This section is to be completed by the Finance Dep bwa-enlL A complete and signed form is required for grant fie.) - - — ----------- - ------ — ----- Received By Purchasing (Purchasing Contact) Date Received Received 1BY (Grants Team Member) Dateeceived City of Round Rock, Texas Exhibit "D" TU*JM P R TATI 0 N ate0 : February 21, 2020 LjbCect: Independeat Cost EstimateEstimatefbr 2020 RFP ADA PGRARMn-g,it Service .......... Performed. fvel Edna M. Johnson, Transit Coordinator ri,.o 4sJ Bvizmwd: The industry standard for sub -contracting fixed route or ADA PMftWsit service is basod on a cost per hour. Hourly rates consist of fuel, driver sualanes� beeefits, wswence, vehicle Mal-n-Mtenance and other related operational costs. AIWIMer costi,63 related to capital costs (vehicles) which is usually a fixed monthly cosh In order to complete the 1,ndepeadeat cost estimate, a survey was sent out to several cities that 0;=--te an ADA peamw"01tranait service. Thereare several inheront problems with comparing COFromone swice provider to another as each system will have d',fierent variables, such as who ownspumhua the vehiclesMnd other operational costs lbri'Ont&e end dispatching services. Another pfoblan is compering the number of revenue hours as it relates to OVah11L..M�WnmaA. U Soliciar�R Cost Estimates: Sent emaiIto similar siu and Suffounding communities: Utitye Date of Response: 1. Longviewo TX, Elizabeth Chappell 12/30/2019 2. Edmond, X,ChristBstffi' IV3012019 3. City of G%Wrgetown (Capita] Metro). Capesius 1/7/2020 4. El Paso, T*X 9 Julio Pa+ez 1/8/2020 5. Capital Metro Ftwill FTA) 12/16/2020 Reanits: 1. Longview: Only coafo r theGft a Menages 2. Edmond: 359.3 low onLuictor— does not own vehicles. 3. Ci"ty of Georgetown: S81.00/hour - 'Ilwugh en ILA with CARTS vehicles are owned by CARTS. 4. Cie of El Paso:542.60/twur -To increase e�ciGncy they switched to a reimbucaement ratery of $19.2 6�trip. S. Capital Met�+o: 0,,87/hour Capital Metro provides diepetching, intake, vehicles, facilities dt fuel, along with an estimated 310.000 revenue hoius. Exhibit "D" Aftded so ad8hd pmvides additional details. Irapihl Metro 40987 %.%trent Contract Hourly Rate for Round Rock El Paso 42o6O Star Shuttle 69963 Edmond 5933 Georgetown: 81f$00 SUi'VCY �C�11910Di Roth Edmond Cwrgeiown operate similar type and Sim pMftmit s�vicx. C:onu..N.Aor PWV1dea vehicles, dispatching and intake func�tioas. Average nest per hour between Edmond 8t Georgetown is $709160 In addirion, the City of Round Rock is curmuy nuncting with Slar Shuttle to provide ADA PeM"a&&it Sam"vea while the new RFP is in process. Ihe hourly rate of the cuamec►t cottrect in FY2020 is$ 69.63 with a rate igo"ej in FY2021 to $72.07 and in FY2022 to $74.59, Although the City will have executed a new vontrect to replace the curta�t one, the current rate schedule helps provide evidence supporting what the new rate schedule should look like. Independent Cost ate conclude-0 Ite City of Round Rock anticipates the Iourly rate in the new contract to be betwan 570.16 and $724,07 per hour with a 45go increase per year theceaRer based on both the survey ttisults and the rotes in the current City contract Om ��A�3-d!M 1�� ml � �r v v M-0-h-a d �1V�Y�'71M'�iS � � �1 Z etawaaoo�ww�ADrwdw�r�v� • avu'�aua+. �S tPt [ eNP�Io !!t � Son � awwd4/�vt� 0�9t �► t�EilE6•tTS a�1�t�ot' W��N M 9t are s AR•!9 6ZOi v 1YS[-6�E9ttt ' :� �l P1�N .ate l� 6URAM/tt �'!f �alimp* �w��Ml �w� ��II�A i�� sl■�O �� re11��4 M��Pl�W ��lr9i�D �11110� �i �V1�1� �0 �a■p ie/�P�iM �91�1 NOtt��M Lis "VIAL�O �1 MMw�3 1O NO OOF/[ Lts #Ess IlaAAMbdM Am" 'we% #A& IMP 09 ----ACV °"' 61S no at 000st mow c9 f pw � �ozn� a sooE tit stsmA � ��'"�,� �sw air oo.N a+s� �p� aootloV� �...�.r � Am"d o� aw�►�ovs own a�■� l0 4�N vs�o�ns otoz'�t �n �o.o � too �vovuos 9"WWUvv4un �soo �ea�asa� s.�►ws �,ueAswd hovl+�na�o vaA a+�w This Page is too large to OCR CERTIFICATE OF INTERESTED PARTIES FORM 1295 10fl Complete Nos. 1- 4 and 6 if there are interested parties. OFFICE USE ONLY Complete Nos, 1, 21 3, 5, and s if there are no interested parties. CERTIFICATION OF FILING 1 Name of business entity filing form, and the city, state and country of the business entity's place Certificate Number: of business. 2020-643397 Star Shuttle, Inc. San Antonio, TX United States Date Filed: 2 Name of governmental entity or state agency that is a party to the contract for which the form- is 07/13/2020 being filed. City of Round Rock Date Acknowledged: 07/23/2020 g Provide the identification number used by the governmental entity or state agency to track or identify the contract, and provide a description of the services, goods, or other property to be provided under the contract. 000000 ADA Paratransit Services 4 Name of Interested Party City, State, Country (place of business) Nature of interest (check applicable) Controlling I.intermediary 5 Check only if there is NO Interested Party. X 6 UNSWORN DECLARATION My name is ,and my date of birth is My address is (street) (city) (state) (zip code) (country) declare under penalty of perjury that the foregoing is true and correct. Executed in County, State of , on the day of , 20 (month) (year) Signature of authorized agent of contracting business entity (Declarant) Forms provided by Texas Ethics Commission www,ethicsstate,txus Version V1,13a6aaf7d