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Home My WebLink AboutAGENDA REPORT 2022 0316 CCSA REG ITEM 09BCITY OF MOORPARK,  CALIFORNIA City Council Meeting of March 16, 2022 ACTION APPROVED STAFF RECOMMENDATION. (ROLL CALL VOTE: UNANIMOUS). BY A. Hurtado. B. Consider Pilot Mobility On-Demand Rideshare Program Guidelines; Consider Proposed Fares; and Consider Scheduling a Public Hearing for Adoption of Fares. Staff Recommendation: 1) Approve the “Pilot Mobility On-Demand Rideshare Program Guidelines” and authorize the City Manager or his designee to make adjustments when needed; and 2) Provide comments concerning proposed fares for consideration of adoption during a public hearing at the April 6, 2022, City Council meeting. (Staff: Shaun Kroes, Public Works Manager) Item: 9.B. MOORPARK CITY COUNCIL AGENDA REPORT TO: Honorable City Council FROM: Shaun Kroes, Public Works Manager DATE: 03/16/2022 Regular Meeting SUBJECT: Consider Pilot Mobility On-Demand Rideshare Program Guidelines; Consider Proposed Fares; and Consider Scheduling a Public Hearing for Adoption of Fares SUMMARY The City Council Strategies, Goals, and Objectives for Fiscal Years (FY) 2021/22 and FY 2022/23 include Goal 2.16: “Determine success of Pilot Mobility RideShare Program to provide reliable equitable transit services throughout the City.” On December 15, 2021, the City Council approved awarding an Agreement to First Transit, Inc. (First Transit) for a total not-to-exceed amount of $1,732,402 for three years of service with two one-year renewal options. City Council also approved Amendment No. 1 to RideCo Inc. (RideCo), reducing RideCo’s scope of services to include software licensing and support services as well as marketing of the Pilot Program. Staff has worked with both RideCo and First Transit to finalize parameters of the Pilot Mobility On-Demand Rideshare Program, such as designing the scheduling software, determining reservation requirements, identifying “virtual stops” as well as a number of other items. As previously mentioned to City Council, staff is returning to City Council with the “Pilot Mobility On-Demand Rideshare Program Guidelines” (Guidelines) for consideration of adoption. Staff is also requesting City Council approve a Resolution establishing fares for the Pilot Mobility On-Demand Rideshare Program (Pilot Program). BACKGROUND As a reminder, the intention of the Pilot Program is to explore the feasibility of replacing portions of the City’s fixed-route bus service with a general Dial-A-Ride service that is intended to provide more efficient service to the City’s residents at a reduced cost. Item: 9.B. 18 Honorable City Council 03/16/2022 Regular Meeting Page 2 The Pilot Program included the following general concepts: •Three vehicles with a seating capacity of eight to 12 passengers per vehicle. At least one of the vehicles must be Americans with Disabilities Act (ADA) accessible and have capacity for at least one mobility device, but preferably two mobility devices. The vendor would also have to have access to additional ADA accessible vehicles if the primary vehicle is down for service. The three vehicles would be wrapped with a City-approved design and be dedicated to the City’s Program. First Transit’s Agreement included the procurement of three vehicles that each have a carrying capacity of seven ambulatory passengers and two wheelchairs/mobility devices. •The service would not be door-to-door; instead, the vendor and City staff would agree on designed “virtual stops” throughout the City where passengers could wait for a vehicle to pick them up. Similarly, the passengers would then be dropped off at pre-approved “virtual stops”. By having designated pickup and drop off points the system can operate more efficiently. •The service would be offered from 6:00 a.m. to 6:00 p.m., Monday through Friday, excluding specific City holidays. It should be noted that after the City executed the Agreement with First Transit, the vehicles that First Transit had identified to procure for the service had been sold and new vehicle orders were facing significant delays in production. Both First Transit and City staff searched for alternative options and, in the interest of establishing service as soon as possible, identified vehicle procurements. First Transit procured two Braun Voyagers with a seating capacity of four ambulatory passengers and one wheelchair/mobility device passenger, and one Allstar E350 vehicle with seating capacity of seven ambulatory passengers and two wheelchair/mobility device passengers. As of the time that this staff report was written, all three vehicles have been purchased and are expected to arrive at First Transit’s El Monte site before the end of March. DISCUSSION Staff has developed a Pilot Mobility On-Demand Rideshare Program Guidelines (Attachment 1) that establishes several key parameters for the service. A brief summary or explanation of the document’s sections are provided below: 1.System Setup: •Identifies websites for booking trips and frequently asked questions. •Provides how long a vehicle will dwell at a stop before departing (1 minute for ambulatory, 5 minutes for ADA passengers). •Establishes how far in advance a trip can be scheduled (7 calendar days up to 15 minutes before the requested trip). •Identifies different communication options between vehicles and passengers. •Establishes autofill options for explanations for “no shows” or “cancellations”. 19 Honorable City Council 03/16/2022 Regular Meeting Page 3 2. Stops: •Provides a map and table identifying the virtual stops. 3.Passenger Types: •Provides descriptions of passenger types and respective fares. 4.Payment Methods: •Identifies fare media that can be used for payment. •Service includes acceptance of cash, passes, College ID, and credit card. 5.Cancellation and No-Show Policy: •Identifies if there are any fiscal or service penalties for passengers who cancel too close to their scheduled trip or are no shows. Staff has determined not to collect a financial penalty or establish service suspensions at this time due to the fact that this is the start of a new program. Instead, the service will track the incidents to determine if the service experiences no shows or late cancellations that impact the service. Staff will then propose a formal response to mitigate the impacts. 6.Hours of Service & Holidays: •Establishes service as Monday through Friday, 6:00 a.m. to 6:00 p.m. •Holidays are: Christmas, Independence Day, Labor Day, Memorial Day, New Year’s Day and Thanksgiving. 7.Key Performance Indicators: •Identifies metrics to be used to evaluate the success of the service. 8.App Design •Provides a visual of what the App will look like. 9.Vehicle Types & Design Layouts: •Provides a visual of how the service vehicles will be decaled. •The design models the City’s current fixed route design. While City Council is requested to approve the Guidelines; staff is also including in the Recommendation to authorize the City Manager or his designee to make adjustments to the service (such as adding or removing “virtual stops” or updating the key performance indicators). In addition to the Guidelines, staff is requesting that City Council consider fares for the Pilot Program. Staff is proposing $1.00 fare for standard passengers and $0.50 for seniors (age 65 and older) or with a disability. While the standard fare matches the City’s fixed route bus service, the collection of fares for seniors and individuals with a disability is different than the City’s current fixed route service, which provides trips for free. A public hearing is required to adopt new fares to accompany this new service. Staff is recommending the proposed fare structure which matches fares for existing fixed route 20 Honorable City Council 03/16/2022 Regular Meeting Page 4 services. Staff is seeking City Council’s input concerning the proposed fares during this meeting, and will then return to City Council on April 6, 2022, to formally request adoption of a fee resolution during a public hearing. The proposed fares would go into effect immediately and in time for the anticipated start date of April 12, 2022. FISCAL IMPACT Fares collected will help to offset Program expenses. Due to the nature of the Pilot Program, staff does not have an initial estimate of how much revenue will be collected. COUNCIL GOAL COMPLIANCE This action supports City Council Strategy 2.16: “Determine success of Pilot Mobility RideShare Program to provide reliable equitable transit services throughout the City.” STAFF RECOMMENDATION 1. Approve the “Pilot Mobility On-Demand Rideshare Program Guidelines” and authorize the City Manager or his designee to make adjustments when needed; and 2.Provide comments concerning proposed fares for consideration of adoption during a public hearing at the April 6, 2022, City Council meeting. Attachment: Pilot Mobility On-Demand Rideshare Program Guidelines 21 CITY OF MOORPARK Pilot Mobility On-Demand Rideshare Program Guidelines Approved By City Council March 16, 2022 ATTACHMENT 22 System Setup Please discuss these with your RideCo contact for recommendations or information on how other similar services have been set up. Setting Description Decision Branding Site Name What site name should be used? This site is visible to the passenger only through the booking site and is normally linked https://book.gomct.rideco.com FAQ URL Where is the FAQ site? We link to this site through the app https://www.moorparkca.gov/faq Customer Support - Zendesk Setup & Call center Call center Will there me a call center for this service?Y Call center number Provide the call center number To be provided by First Transit Service Settings Driver Waiting Time How long should the driver wait for a passenger after arriving at their pickup loction? RideCo recommends maximum 1 minute. (If that is too short, a maximum of 2 minutes can be set, however, increasing this number will have implications on productivity KPIs) 1 minute for ambulatory passengers, and 5 minutes for ADA passengers. Days Booked in Advance How many days in advance of a ride can a passenger book? The minimum is three days. The max recommended is a week. Max 7 calendar days. Goal is passengers should be able to schedule a trip up to 15 minutes before their requested p/u time. Calling & SMS Driver to Passenger calling Should drivers be allowed to call passengers through the app? Note that we use a third party, called Twilio, to route calls through so phone numbers are never shared between passengers and drivers. Yes Passenger to Driver calling Should passengers be allowed to call drivers through the app? Note that we use a third party, called Twilio, to route calls through so phone numbers are never shared between passengers and drivers. No. Passengers should call the reservation line. SMS you're next send SMS to passengers who will be picked up in the next step (recommended: yes) Yes SMS driver arrived send SMS to passengers when the driver arrives at their pickup location (recommended: yes) Yes SMS abandoned send SMS to passengers whose ride have just been abandoned (recommended: yes) Yes SMS no show send SMS to passengers who have been marked as a no show (recommended: yes) Yes Cancellation and No Show Reasons No Show Reasons When a user does not show up for a ride, they're asked to select a reason from a list. The default reasons are listed here. If you want something different, please discuss with your RideCo contact. We recommend keeping it to a maximum of 5 reasons. I was late, My driver was missing, My driver left too soon, I was not ready for my ride, Other Cancellation Reasons When a user cancels a ride, they're asked to select a reason from a list. The default reasons are listed here. If you want something different, please discuss with your RideCo contact. We recommend keeping it to a maximum of 5 reasons. I expected a shorter wait time, My driver was not driving in my direction, I was not ready for my ride, Trip no longer needed, Other 23 Moorpark City Transit Pilot Mobility Rideshare Program Stops 24 Stop Name Address (if applicable) Instructions Latitude Longitude Moorpark College 7075 Campus Rd. Bus shelter located near performing arts center 34.302152 -118.836350 Collins & Campus Canyon: Campus Canyon Park Bus turnout (southbound Collins)34.300269 -118.842181 Campus Park & Marquette: Northwest corner Stop located at bus shelter 34.296130 -118.846250 Campus Park & Penn: North side of street 34.296150 -118.849926 Princeton & Campus Park: Varsity Park Plaza 14711 Princeton Ave.34.295839 -118.856970 Princeton & Condor: Southwest corner 14501 Princeton Ave. Stop located at bus shelter 34.290875 -118.857580 High St. across from Metrolink/Amtrak Station 349 East High St. Stop is located across from Kahoots Feed 34.285460 -118.876887 Moorpark City Hall 799 Moorpark Ave. At Community Center 34.287124 -118.883141 Moorpark Town Center 145 Los Angeles Ave. West of Ralph's grocery store 34.280198 -118.883986 Mission Bell Plaza 543 Los Angeles Ave. Dollar Tree Tierra Rejada across from Harvester @ turnout Stop located at bus turnout 34.274640 -118.900970 Mountain Meadow Plaza 4225 Tierra Rejada Rd. Southwest corner of Mountain Trail Street and Tierra Rejada Road, Moorpark, CA 34.267807 -118.897295 Tierra Rejada & Pheasant Run: Southeast corner @ turnout Stop located at bus turnout 34.263320 -118.880552 Peach Hill Park 13200 Peach H ill Rd. Stop located at bus shelter 34.266840 -118.878610 Miller @ Miller Park @ turnout 4530 M iller Pkwy. Stop located at bus turnout 34.272475 -118.862934 Patriot Drive 875 Patriot Dr.Stop located at bus turnout 34.277666 -118.865369 Spring @ Woodcreek Apartments 600 Spring Rd.Stop located at bus turnout 34.281435 -118.874630 Second & M illard: Northwest corner Stop located at bus shelter 34.282860 -118.878701 Metrolink/Amtrak Station 300 East High St. Stop located at bus shelter 34.285370 -118.877468 Princeton & Spring: Southeast corner 13800 Princeton Ave. Stop located at bus shelter 34.285438 -118.874491 Princeton & Condor: Northeast corner Stop located at bus shelter 34.288481 -118.857920 Princeton across from Varsity Park Plaza Stop located at bus shelter 34.295225 -118.857049 Campus Park & Penn: Southwest corner 14996 Campus Park Dr. Stop located at bus shelter Campus Park & Marquette: Southwest corner 15166 Campus Park Dr. Stop located at bus shelter 34.295980 -118.846174 Second & Bard: Southeast corner Stop is located at bus stop 34.282844 -118.878982 Village at Moorpark 742 Los Angeles Ave. At water fountain 34.277826 -118.869202 Miller & Southfork: Southwest corner Stop is located at bus turnout 34.275906 -118.867397 Miller across from Miller Park Stop is located at bus turnout 34.271816 -118.863190 Peach Hill @ Mesa Verde School 14000 Peach H ill Rd. Stop is located at bus stop 34.269420 -118.864983 Mill Valley & Grand Isle: Northeast corner 34.271947 -118.871254 Peach Hill & Bella Vista: Northwest corner Stop is located at bus stop 34.271763 -118.877490 Peach Hill & Tierra Rejada: Northwest corner @ turnout Stop is located at bus turnout Tierra Rejada & Walnut Creek: Northwest corner @ turnout Stop is located at bus turnout 34.264073 -118.887232 Mountain Trail & Walnut Creek: Northwest corner @ turnout Stop is located at bus turnout 34.270671 -118.890989 Glenwood Park 11800 Harvester St. Stop is located at bus turnout Park @ Vintage Crest Apartments 4767 Park Ln.Stop is located at bus turnout 34.277521 -118.885530 Waterstone Apartments 4767 South Moorpark Ave. Stop is at the visitor's center 34.276477 -118.882679 The Ranch at Moorpark 51 Majestic Ct.Stop is at the visitor's center 34.277909 -118.881554 Villa del Arroyo Mobile Home Park 15750 Arroyo Dr. Stop is located at bus stop 34.290081 -118.835209 Moorpark Marketplace 824 New Los Angeles Ave. Stop is located behind Famous Footwear 34.27890789 -118.865086 Poindexter Park 500 Poindexter Ave. Parking lot near restrooms 34.28327729 -118.8883225 Poindexter Avenue 165 Poindexter Ave. In front of commercial building 34.2841937 -118.8841003 Countrywood and Bentcreek: Souththeast corner @ turnout Stop is located at bus turnout 34.26717782 -118.9086378 Countrywood and Timberdale: Southwest corner @ turnout Stop is located at bus turnout 34.26897592 -118.9039418 Buttercreek Road Southside, near streetlight 34.27509768 -118.9029945 Pentair 10951 Los Angeles Ave. Pentair parking lot 34.27918084 -118.9158693 Across from Country Trail Park Bus turnout (southside of Mountain Trail 34.26333143 -118.9063679 Mountain Meadow & Blossomwood: Southwest corner @ turnout Bus turnout (south of Blossomwood) 34.26306896 -118.899871 Stops 25 Stop Name Address (if applicable) Instructions Latitude Longitude Walnut Creek & Haven Crest: Southeast corner @ turnout Bus turnout (southside of Walnut Creek) 34.26304169 -118.8926139 Walnut Creek & Misty Grove: Southeast corner @ shelter Bus shelter (east side of Walnut Creek) 34.26254317 -118.8871709 Tierra Rejada Park: Tennis Court Mountain Meadow Dr. Parking lot near restrooms 34.26714877 -118.8935862 Walnut Creek & Crescentmeadow: Southeast corner @ shelter Bus shelter (east side of Walnut Creek) 34.26998335 -118.8869892 Mountain Meadows Park 4350 Mountain Meadow Dr. Mountain Meadow Drive, near streetlight 34.26916645 -118.8917376 Mammoth Highlands Park 7000 Elk Run Loop Near pavilion 34.29995633 -118.8681868 Tafoya Terrace 344 Charles St. Near front entrance 34.28636595 -118.8773855 Charles Street Terrace Apartments 406 Charles St. Near front entrance @ bridge 34.28638501 -118.8761948 Walnut Street Apartments 788 Moorpark Ave. Southeast corner Moorpark & Everett 34.28717903 -118.8820659 Moorpark Post Office 100 West High St. Front entrance 34.28516456 -118.8835954 Rite Aid 3941 Spring Rd. Parking lot. 34.26343094 -118.8651653 Marlborough Community Area 13600 Laurelhurst Rd. In front of community pool 34.27090271 -118.873075 Fox Shadow Community Area 13056 Silver Creek St. In front of community pool 34.26554599 -118.8808497 Peach Hill Countryside Tennis Courts West side of tennis courts on Granadilla 34.26770401 -118.8812025 Park View Estates Park In front of park entrance on Millerton Road 34.27275472 -118.8796417 Design Editions Park In front of basketball court on Chesterfield Drive 34.2729942 -118.871489 Mission Ridge Park In front of park entrance at west end of Knotty Pine St 34.27075425 -118.8831835 Hidden Pine & Canyonwood: Northeast corner Near fire hydrant 34.26255604 -118.8763839 Christian Barrett & N. Cedarpine: Southeast corner 13505 Christian Barrett Dr. Near stop sign 34.26542448 -118.8733756 Miller & Maya: Southwest corner Bus turnout 34.26800608 -118.8622745 Miller & Shawnee: Belfiori Entryway At gate 34.26527633 -118.8610543 Miller & Shawnee: Trieste Entryway At gate 34.26491729 -118.8614925 Miller & Peach Hill: Loreto Entryway At gate 34.26973639 -118.8628348 Campus Park & Julliard: Northwest corner At streetlight 34.29605827 -118.8538666 Campus Plaza 6595 Campus Park Dr. Loading zone 34.29555362 -118.8437718 College View Park 15400 Campus Park Dr. Near restrooms 34.29511267 -118.8406486 Campus Hills - Sophomore Court Pool 15755 Sophomore Ct. Near pool entrance 34.30538624 -118.8350655 Campus Hills - Borges Drive Playground Borges & Campus Canyon Near mailbox 34.30667596 -118.8395642 Campus Hills - University Drive Playground Near streetlight 34.30321389 -118.8374982 Elk Run & Timber Hollow: South Entry Moorpark Highlands South gate 34.29673295 -118.8715619 Elk Run & Timber Hollow: North Entry Moorpark Highlands North gate 34.29706512 -118.8718123 Elk Run & Ridgecrest: North Entry Pinnacles Elk Run Way Entry 34.30168895 -118.8713473 Ventura County Sanitation Services 6767 Spring Rd. Parking Lot 34.29666598 -118.8762471 Championship & Sarazen: Gated Entry 25 Sarazen Dr.North side of Championship Drive 34.30402077 -118.8813678 Championship & Nelson: East Entry South side of Championship Drive 34.30337289 -118.8816512 Championship & Snead: Gated Entry North side of Championship Drive 34.30689582 -118.8924562 Championship & Nelson: West Entry South side of Championship Drive 34.30588974 -118.8959979 Moorpark Country Club 11800 Championship Dr. Club entrance/restaurant 34.30452289 -118.8979539 Championship & Augusta: Gated Entry North side of Championship Drive 34.30346429 -118.9073056 Championship & Trevino: Gated Entry South side of Trevino Drive 34.30326931 -118.9070213 Canterbury Lane Pool 110 Fremont St.Majestic Court side of pool 34.27653879 -118.8783878 Arroyo Vista Community Park 4550 Tierra Rejada Rd. Stop located in front of community center entrance 34.27335876 -118.8959513 Villa Campesina Park - Basketball Court 4704 Leta Yancy Rd. Stop is located on Juarez Avenue by basketball court 34.27608639 -118.8868386 Buttercreek Estates II Pool Arbor Hill Street, in front of pool 34.26131214 -118.8905661 Torino - Club Mirabella 11842 Torino St. In front of club house 34.2650473 -118.8991092 Meridian Hills & Breezy Glen: Gated Entry 6807 Breezy Glen Dr. Use club house parking lot 34.29742936 -118.8823816 Meridian Hills & Ridgemark: Gated Entry North side of Meridian Hills Drive 34.29648186 -118.8858748 Meridian Hills & High Country: Gated Entry South side of Meridian H ills Drive 34.29666074 -118.8803098 Fairfield Inn & Suites 14350 White Sage Rd. Use front lobby loading area.34.28296005 -118.8609457 WDC Kitchen & Bath Center 14349 White Sage Rd. Use front entrance 34.283752 -118.8621032 , 26 Passenger Types Passenger Type sub-text Price per passenger Capacity General passenger or large object $1.00 1 ambulatory seat General with bike passenger seat plus a bike rack $1.00 1 ambulatory + 1 bike rack Accessible ADA Card/Medicare/Medi-Cal Card $0.50 1 ambulatory seat Accessible w/ mobility device wheelchair or scooter $0.50 1 wheelchair spot Senior Aged 65 or older $0.50 1 senior spot Child Aged 5 or younger; accompanied by a fare-paying parent, guardian, or responsible person aged 16 or older.Free 1 ambulatory seat College ID Passenger with a valid college ID Free 1 ambulatory seat Collection of fares begins at the start of the service. 27 Payment Methods Please enter the offline payment methods and any help text that the passenger needs to know RideCo can advise on the help text if this if preferred Offline Payment Methods Payment method Sub text Transit Pass present pass at time of boarding Cash must have exact fare, change will not be provided College ID present college ID at time of boarding Transfer Pass - Metrolink must present pass/ticket at time of boarding Transfer Pass - Amtrak must present pass/ticket at time of boarding Transfer Pass - VCTC InterCity must present pass at time of boarding Transfer Pass - Simi Valley Transit must present pass at time of boarding VCTC 31-Day Pass must present pass at time of boarding Online Payment Methods Will credit card payments be supported? Please enter yes or no Yes Note: The app accepts all major credit cards as well as VISA Debit Cards and prepaid credit cards. Discover Card and American Express. 28 Cancellation and No-Show Policy This page explains the thresholds under which cancellation and no-show fees will be charged Please fill in the "Value" column Note: These fees can only be applied if passengers are using online payment methods (i.e. credit cards) Cancellation Fees Threshold Description Outcome Question/Recommendations Value Determination Timely cancellation threshold If the user cancels their ride any time after booking and within x minutes after the driver accepts their trip, they will receive the full amount in ride credits which can be used to book a subsequent trip. Ride credits granted to user's account RideCo recommends no more than of 2 minutes. Cancellation fee if the user cancels late. If the user cancels x minutes after the driver accepts their trip, then they will be charged the cancellation fee and they will receive the rest as ride credits which can be used to book a subsequent trip. The balance (after the fee is deducted) is granted as ride credits to the user's account What dollar value should the cancellation fee be? (suggestion is at least 40% of the fare) Late dropoff threshold If the rider cancels the ride when the system estimates that they’ll be dropped off y minutes late (i.e. y minutes after their guaranteed arrival time), they will receive a full refund to their method of payment. In this case the service was late and it wasn’t the customer’s fault so the full amount is returned as a courtesy. Full refund to original payment method RideCo recommends at least 5 minutes Late pickup threshold If the rider cancels the ride when the system estimates that they’ll be picked up z minutes late (i.e. z minutes after the end of their pickup window), they will receive a full refund to their method of payment. In this case the service was late and it wasn’t the customer’s fault so the full amount is returned as a courtesy. Full refund to original payment method RideCo recommends at least 10 minutes Validity of cancellation credits Cancellation ride credits will be valid for 90 days. Ride credits must be used within this timeframe This value is configurable be we recommend no more than 90 days 2022-02-23 Cancellation ride credits will be valid for 12 months No-Show Fees Threshold Description Outcome Question/Recommendations Value Determination No-show fee If the user is a no-show, we will charge the no-show fee. In the case of a booking that costs less than the full fare (eg. discounted rates for seniors), the fee will be the full value of the booking). The balance (after the fee is deducted) is granted as ride credits to the user's account What dollar value should the no-show fee be? RideCo suggests a fee equivalent to the full value of the fare in fixed price services Late dropoff threshold for no- show fee If the user no-shows the ride but at that point the system estimates that they’ll be dropped off m minutes late (i.e. m minutes after their guaranteed arrival time), they will receive a full refund to their method of payment. In this case the service was late and it wasn’t the customer’s fault so the full amount is returned as a courtesy. Full refund to original payment method RideCo recommends at least 5 minutes Late pickup threshold for no- show fee If the user no-shows the ride but at that point they would’ve been picked up n minutes late (i.e. n minutes after the end of their pickup window), they will receive a full refund to their method of payment. In this case the service was late and it wasn’t the customer’s fault so the full amount is returned as a courtesy. Full refund to original payment method RideCo recommends at least 10 minutes No charges for late cancellations and fares should not be charged until time of actual pickup. We should determine what is a "cancellation" and track the statistics for future use. No charges for no-shows. We should determine what is a "no-Show" and track the statistics for future use. 2022-02-23 No charges for late cancellations 2022-02-23 No charges for no- shows. 29 Hours of Service & Holidays Monday Through Friday: 6:00 am to 6:00 pm Holiday name Christmas Independence Day Labor Day Memorial Day New Year's Day Thanksgiving Day 30 Key Performance Indicator (KPI) Goals What are the goals that are most important to you to determine that this project is a success? Achieve per-passenger revenue hour of 5 or more Provide more trips for less cost than the fixed-route service during non-peak travel times. Passengers to get a trip within 15-20 minutes of requesting a trip. Migration from Senior DAR to Rideshare Program. Be able to reduce fixed route service by transitioning passengers to Rideshare Program. Customer Experience Metric Goal Goal or monitor? Pickup Violations <5%monitor Dropoff Violations <5%monitor Average Rating (out of 5)4.5 monitor % rides with <= 3 star rating <5%monitor Operational Metrics Metric Goal Goal or monitor? PVH (Passengers per vehicle hour)5 to 7 passengers/revenue/hour goal Ridership 120 passengers/day goal % Cancelled rides monitor % Abandoned rides <0.5%monitor Search to book conversion rate 90%monitor Driver Acceptance rate 100%monitor % users with failed searches due to high demand <5%monitor Number of passengers per shared ride monitor % of rides shared 50%monitor 31 App Design 32 □□□ City6dMao,padc@ MOORPARK CITY TRAN!!ilT Client: Client Signature: ________ Date: ____ _, Dok As Is Dok w /Changes □New Proof IJ 0 www.decalsbydesign.com F•1 N 22f M(TB @f b22 1325 Pico St. STE. 105 Corona, CA 92881 I 8 0 m 8: f us e Ph. (951) 696-0431 Fx. (951) 696-1142 61 0 Company Use• Vehicle Types & Design Layouts 33 34