Contract Award for Mobility Management Services

Transcription

1 Contract Award for Mobility Management Services Doug Douglas Vice President, Mobility Management Services Committee of the Whole January 22,

2 Agenda History Customer Journey and Experience Subcontractors and Vehicles Training, Oversight, and Control Testimonials Contract Terms and Requirements Recommendation 1

3 Mobility Services P3 Agreements CUSTOMER Bike Sharing Transit Microtransit Multimodal Services TNCs Dynamic Car Pooling Car Sharing Taxi Car Companies Interactive Kiosk Traffic Management Dynamic Parking WiFi Smart Payments Trip Planning Real-Time Information Connected Traveler APPS + Services Rewards + Incentives Automated Vehicles Connected Services 2

4 History 3

5 Evolution of DART Paratransit Improved Services for Customers 2018 Incorporating Lessons Learned into New Vision for Service ADA Compliant Driven Service Sustainability and Quality Focus 2019 and Beyond Customer Centric Model 4

6 Customer Journey & Experience 5

7 Technology Enhanced Customer Experience 6

8 Central Customer Database Examples Customer Name & ID Number Customer Name & ID Number 7

9 Personalized Customer Journey Booking Trips Tablet or Mobile Phone - Application Phone - Call Center Computer - Website 8

10 Personalized Customer Journey - Technology Microtransit Rider Wheelchair or Walker Accessible Vehicle Paratransit Certified Ambulatory Accessible Vehicle Paratransit Certified Microtransit Rider Large Wheelchair Lift Equipped Vehicle Assistance Program Certified Wheelchair or Walker Accessible Vehicle Paratransit Certified Large Wheelchair Lift Equipped Vehicle Paratransit Certified Ambulatory Lift Equipped Vehicle 9

11 Personalized Customer Journey Taking A Trip 10

12 Subcontractors and Vehicles 11

13 Subcontractors and Vehicles At Startup: Logisticorp (MBE) 42 lift-equipped vehicles Big Star (MBE) 44 ramp-equipped vehicles My City (DBE) 8 ramp-equipped vehicles Irving Holdings 102 ramp-equipped vehicles Lyft Post Startup: Ascendal Group RATP Dev Real Time Transport Corporation Contract allows flexibility for prime contractor to add or remove subcontractors, after approval by DART, as needs change. 12

14 MV Operators & Mechanics Current MV Workforce: Current MV operators: 146 Current MV mechanics: 9 Service providers will be recruiting for operators and mechanics DART requires 90 new bus operators August 2019 Working with HC to qualify current MV operators in advance Agreement to work through 9/30/2019 on MMS contract Job Fair to occur on January 26 Bus/rail operators Bus/rail maintenance Other positions DART commits to hiring all eligible MV operators and maintenance staff 13

15 Training, Oversight, and Control 14

16 Training, Oversight, and Control Contract has minimum training requirements which include DART 5 Star Customer Service training Contractor is required to obtain DART approval for all training curriculum DART Contract Compliance Supervisors (20 on staff) o Attend and audit all training sessions o Performs audits of drivers and vehicles in the field DART Quality Assurance Staff Audits all aspects of the program to ensure compliance with the contract MV Transportation is required to have a separate QA department Reports directly to MV Chief Operations Officer 15

17 Testimonials 16

18 Testimonials The new model with multiple service providers will improve services for all Paratransit riders, in the area of on-time performance, ride availability, and travel time. The positive feedback that Lyft pilot participants have provided during PAAG meetings was beneficial in helping me to establish a successful Lyft pilot program for My Ride Dallas. Brittney Tree Manager My Ride Dallas PAAG Member As one of the longest serving PAAG members, I have seen DART Paratransit in many different phases of success. I am excited for what the future will hold for the ridership that I represent. Any change causes my ridership to panic. This is, until, what is given to them is more successful than what they had. People are different and their transportation needs are as well. I will have many who will still require full service ADA compliant trips glad to see this is not changing. Stacey Rogers Executive Director Metrocrest Services PAAG Member I really enjoy the same day service. The two hour pick up (window) has allowed me to make great planning for last minute events, and has given much more freedom to me. (The) Lyft Pilot program extended scheduling rides to seven days a week. The drivers have been on time and courteous in their greetings. Many have helped me with packages and patiently waited until I am safely in my doorway before driving away. The vehicles are clean, and I always feel safe. Marsha Gale Hampton PAAG Member DART Paratransit Customer & Lyft Pilot Participant My experience with Paratransit now is in some instances sub-par. I am interested in a service that would offer letting me call anytime and schedule to go wherever I want to go. I can t do that right now. I would love to be able to go the grocery store, a movie, or work and get a ride right when I want it and have the same opportunity as those on Lyft and Uber. I am thankful that the (current) service exists I would love to be able to call right when I am needing to go somewhere to get a ride. Angela White PAAG Member DART Paratransit Customer 17

19 Testimonials For more than 27 years, I have benefited from DART s Mobility Management services. Even with total blindness, I have maintained fulltime employment which requires the reliable transportation I have come to count on through DART... The biggest overall improvement has been the ontime pick-ups and deliveries through Mobility Management assisted Lyft transportation. Blake Lindsay Director, Communications Dallas Lighthouse for the Blind DART Paratransit Customer & Lyft Pilot Participant I just want to tell you how happy I am and that I have been able to use my skills to their fullest abilities due to the ride to work not being stressful. Lyft is not stressful and as a visually impaired person I feel a lot more independent. Reginald Howard DART Paratransit Customer & Lyft Pilot Participant On demand service is wonderful, and Lyft is the way to go. Since I have been using Lyft, the commute from home to work and vice versa is a wonderful experience. I truly believe Lyft service provides a level of independence unmatched by regular paratransit. Sam Jackson Employee and Client Advocate Dallas Lighthouse for the Blind DART Paratransit Customer & Lyft Pilot Participant The trip was a good one and went very smoothly. The driver was courteous, professional, friendly, and helpful. This morning s ride was stellar! Rhonda, my driver, was friendly, kind, efficient, and professional. She was even at the right place in front of my apartment. Rhanda Hasley DART Paratransit Customer & Lyft Pilot Participant 18

20 Contract Terms and Requirements 19

21 Contract Scores & Proposed Pricing MV Transportation First Transit Technical Score (600 points max) DMWBE Score (100 points max) Pricing (400 points max) Total Score (1100 points max) Base Price (Years 1-3) $105,377,078 $116,743,763 7-Year Price $264,511,656 $294,473,357 20

22 Contract Terms Indefinite Quantity/Indefinite Delivery contract with firm fixed rates Three year, three-month base term Two Two year options Total of 7 years Contract elements will be reviewed every 2 years allowing DART to take advantage of any identified savings and new, emerging technologies 21

23 D/M/WBE Goals 3% DBE Participation 25% MBE Participation 7% WBE Participation MV Transportation s proposal meets all goals 22

24 Recommendation 23

25 Customer Centric Model More choices More flexibility More independence Shorter ride times Better on-time performance Scheduling through app/on-demand services Premium care service Dialysis Cancer Treatment 24

26 Recommendation Authorization for President/Executive Director or his designee, subject to legal sufficiency review and approval, to award a three-year, three-month term contract for the provision of Mobility Management Services Delivery to MV Transportation Inc., for a total authorized amount not to exceed $105,377,

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