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HomeMy WebLinkAboutRESPONSE - RFP - P1145 PARATRANSIT SERVICES (2)lit) VEOLIA TRANSPORTAMN Response to the City of Fort Collins Request for Proposal #P1145 For Management and Operation of the City of Fort Collins' Paratransit Services Proposed by: Veolia Transportation On Demand and its subsidiary ' Shamrock Taxi of Fort Collins, Inc. Regional Office Brad Whittle Senior Vice -President Veolia Transportation on Demand 7500 E 41" Avenue Denver, CO 80216 Office: (303) 316-3850 Mobile: (720) 940-3689 Brad. Whittle(&veoliatransportation.com Fort Collins Office Ross Alexander Area General Manager Shamrock Taxi of Fort Collins, Inc. 4414 E. Harmony Road, Suite 200 Fort Collins, CO 80528 Office : (970) 225-4800 Mobile : (303) 324-5426 Ross.Alexander(aOveoliatransportation.com October 15, 2008 QVEOLIA TRANSPORTATION arises, Christopher and/or Janet are just a phone call and short airline flight away. Corporate Information Founded in 1853, our parent company, Veolia Environnement, is a $45 billion environmental services company with a worldwide presence. Veolia Environnement provides four core services to governments, municipalities, and public agencies. These include; the delivery and treatment of water, energy generation, waste management, and the provision of all forms of public transportation. In North America, Veolia Transportation was borne through the joining of two companies—Connex and ATC. Connex was founded in 1909 as Yellow Transportation. ATC was founded in 1935. This corporate history provides Veolia with approximately 100 years of experience in North America providing all modes of publicly funded transportation service. Veolia's Fort Collins Connection - In September 2008, Colorado Cab Company, LLC purchased Shamrock Taxi of Fort Collins, Inc, a Dial -A -Ride (DAR) provider since 2004. This acquisition not only allows the City to partner with a local company with over 22 years of local experience and connections, it also affords the City the opportunity to receive service on the DAR project from a company which is recognized internationally as one of the premier service providers in the transportation industry. Because of our local facility, knowledgeable management, and local connections, we are well suited to provide a virtually seamless start-up for this contract on January 1. Our current status as the City's DAR service provider eliminates the learning curve and error potential often associated with contract start-up situations. Project References Offered below are profiles of five projects which we believe demonstrate what Veolia will bring to the City, the DAR program and its riders. Access Paratransit King County Metro - Seattle, WA Although this program is much larger than the DAR service, our role in Seattle is quite similar to our role in Fort Collins. Trips are scheduled by a separate firm under contract to King County. We operate our assigned service areas based on contract requirements. Veolia began providing service with 39 vehicles and a I TRANSPORTATION staff of 45 drivers. Over time, and due to our outstanding performance, our contract has grown. Today, we are the largest carrier in the system, operating 125 client -owned vehicles from two facilities, with a staff of more than 285 employees, including 167 drivers. We have recently been assigned 70% of the Metro Access service, which will increase our fleet to approximately 210 vehicles. Despite this tremendous growth, we have maintained, and in fact improved, the quality and reliability of our service. Here are a few of our most notable accomplishments in Seattle. ✓ Reliability - During the most recently completed fiscal year, we operated every single run assigned to us by the call center and continually exceeded the quota for our monthly delivery services. ✓ Safety Performance - Veolia has demonstrated a trend of continuous improvement in the area of safety. King County rates us as its safest operator. We are proud of the fact that during 2007 we experienced an accident rate of only .51 preventable accidents per 100,000 miles. ✓ Customer Service - Veolia has used its world -class customer service training programs to create a culture of service. Despite growing demand and our increasing share of the Access Paratransit service, we receive less than 1.5 complaints per 1,000 riders transported. Client Information King County Metro Department of Transportation Exchange Building, 8th Floor 821 Second Avenue Seattle WA, 98104-1598 Contact: Mr. Robert Sahm Metro Accessible Services Supervisor Phone: (206) 263-4498 Cell: (206) 510-9653 E-Mail: bob.sahm@metrokc.gov Contract Dates: 2001- Present DART Paratransit Dallas Area Rapid Transit District - Dallas, TX Veolia has provided ADA complementary Paratransit services for DART since. January 2000. The DART Board of Directors has recommended us for an additional five-year contract. Veolia's role on the DART project is similar to our proposed role on the DAR project. We are provided vehicle schedules, which are prepared by the client, and we perform the trips based on the terms of -our 10 VECUA TRANSPORTATION contract. In 2007, we operated more than ten million miles and provided more than 770,000 passenger trips on a fleet of 209 vehicles. We are extremely proud of our performance on DART's paratransit program. Highlights include: ✓ Ridership Growth - Veolia helped DART achieve a 14% increase in service. demand over the most recent two years. We did so while maintaining service quality and actually increasing system productivity. ✓ Acquisition of Vehicles - At the end of 2004, Veolia anticipated that increasing demand would swamp DART's available fleet resources. ' In response, we immediately procured 25 sedans to supplement the DART fleet and allow service growth without compromising service quality. In 2007, without an interruption in service, Veolia replaced the old fleet of 187 vehicles with 209 new client owned vans. ✓ Continuous Improvement through Training - Veolia involves the Dallas Community Advocacy group in providing the sensitivity component of our driver -training program. We believe that this approach has contributed to positive customer relations. Veolia is the first contractor in DART history to receive 25% more commendations than complaints. Client Information Dallas Area Rapid Transit 101 Peak Street Dallas, Texas 75202 Contact: Mr. Donnie Thompson, Assistant VP Paratransit Phone: (214) 828-6628 Fax: (214) 828-6642 E-Mail dthompson@dart.org Contract dates : 2000 - present SSha re -a -I are Kansan CCuty/ Area Transp9oo taUon Authoriity/ — Kansas CCKy/, ill® Kansas City Transportation Group (KCTG) began providing services for the SAF program in 1995. During that time, KCTG has helped transform the service delivery approach to meet the requirements of the ADA as well as the evolving expectations of the KCATA and the SAF riders. In July 2007 KCTG was acquired by Veolia Transportation, since that time, KCTG has made a number of strides to help make the SAF service a showpiece for the KCATA and the SAF riders. Here is a summary of some of KCTG recent program successes: 11 � s y TRANSPORTATION ✓ Enhanced Driver Training - We developed and delivered enhanced driver training in the areas of ADA requirements, SAF policies and procedures and passenger assistance techniques. This training is helping to ensure that customers receive service that is professional, courteous and consistent. ✓ Overall Customer Satisfaction - In two recent surveys of SAF riders, conducted by an independent contractor to the KCATA, we received very positive feedback from our customers regarding the cleanliness of vehicles, the professionalism of our drivers and overall service quality. ✓ A Trend of Continuous Improvement - During the past year, our performance in the areas of on -time performance and quality assessment (measured by the KCATA's Quality Control Technician) have demonstrated continuous improvement. Client Information Kansas City Area Transportation Authority 1200 East 18th Street Kansas City, MO 64108 Contact : Ms. Sharon Bryant, Manager of ADA and Customer Service Phone : (816) 346-0809 E-Mail : sybrant@Kcata.org Contract Dates: 1995- Present East Valley Dial -A -Ride Valley Metro/Regional Public Transit Authority - Mesa, AZ Veolia has been operating the RPTA's East Valley Dial -A -Ride (EVDAR) program (which serves the cities of; Mesa, Chandler, Gilbert, Scottsdale, Tempe and eastern portions of Phoenix) since March 2006. Under the terms of this contract, which runs through 2012, Veolia accepts reservations, schedules service and operates a fleet of 63 client -owned vehicles, performing approximately 850 ADA trips per day. We also provide additional non-ADA transportation directly, and through a subcontracted taxi provider, for the RPTA and several of the cities in the EVDAR service area. Veolia's service on the EVDAR project demonstrates not only our attention to quality, but also the strength of our corporate support and our ability to conduct an effective start-up under very difficult circumstances. Here are some highlights of the EVDAR service. ✓ Rapid Start -Up - When the prior contractor was failing to meet the client's expectations, the RPTA contacted Veolia and asked us to take over the 12 QVEOLIA TRANSPORTATION program within seven days. Veolia immediately assembled a corporate start-up team in Mesa. This team was responsible for identifying and hiring managerial staff, hiring and screening the prior contractor's drivers, mechanics and other support staff, inspecting and transitioning the vehicle fleet and implementing day-to-day operating procedures. The team worked around the clock, and the start-up occurred smoothly and on time. We are extremely proud of this accomplishment. ✓ Service Quality - Veolia prides itself on driver training, and East Valley Dial -A -Ride is no exception. In addition to our companywide Operator Development Training, EVDAR drivers receive additional ADA passenger awareness training from Life, Inc., a local disability community organization. This training includes people with disabilities, as well as training on lift deployment and mobility device securement. Our emphasis on driver training has reduced complaints to fewer than two per 1,000 riders transported. ✓ On -Time Performance - Although our East Valley service area is characterized by heavy traffic, peak hour congestion and suburban sprawl, we consistently operate at between 93% and 96% on time. ✓ System Safety - One of the most notable characteristics of our East Valley Dial -A -Ride system is its low accident frequency. Due to our emphasis on safety and driver training, we enjoy an enviable safety record of fewer than 0.75 total accidents per 100,000 miles. Client Information Valley Metro/RPTA 302 North First Avenue, Suite 700 Phoenix, Arizona 85003 Contact: Mr. Jim Wright, Operations Project Manager Phone: (480) 924-6653, extension 247 Email: jwright@valleymetro.org Contract dates: 2006 -present Access Paratransit Orange County Transit Authority - Orange, CA In June 2006 Veolia began operating ADA paratransit services under a contract with the Orange County Transit Authority (OCTA). Veolia's staff of 515 drivers and 159 support personnel are responsible for all aspects of service delivery including call taking, trip scheduling and vehicle operations. Veolia performs approximately 4,600 trips per weekday, using a fleet of 265 client -owned 13 WVEOLIA TRANSPORTATION vehicles. Veolia brokers an additional 475 trips per average weekday to two subcontracted taxi providers. Although the Orange County start-up was challenging, Veolia has demonstrated a strong commitment to its OCTA client and to the local disability community. Today, the OCTA paratransit service runs more efficiently, and enjoys strong support from the client and local community. Here are a few of our achievements to date: ✓ On -Time Performance Despite the legendary traffic conditions in Southern California, Veolia has continuously improved its on -time performance. Currently, on -time performance stands at 94%. ✓ Customer Service and Community Support - Early on, Veolia recognized the need to build strong relationships with customers and with organizations whose clients use the service each day. Staff implemented a process of holding frequent meetings with social service agencies and other stakeholders to solicit input and determine what is working and what needs improvement. Through this ongoing collaboration complaints have fallen sharply. For the most recent month, complaints dropped to 2.4 per 1,000 riders transported. Client Information Orange County Transit Authority 550 S. Main Street, PO Box 14184 Orange, California 92863-1584 Contact: Ms. Erin Rogers, Contract Manager Phone: (714) 560-5367 E-Mail: erogers@octa.nett Contract dates: 2006 -present 14 Q VEOLIA TRANSPORTATION f1TEUNK 1(,F11ENT TE��1 Veoiia Contacts for the C� ky/ of Fort CoMns Paratransit Servke Proposal - Following are the names and contact information for individuals authorized to represent Veolia in connection with this proposal. Mr. Brad Whittle, Senior Vice- President/ Reg ional Vice -President Veolia Transportation On Demand 7500 E. 41s` Avenue Denver, CO 80216 Office: (303) 316-3850 Mobile: (720) 940-3689 Email: Brad.Whittle@veoliatransportation.com Mr. Doss Alexander, Area General Manager Shamrock Taxi of Fort Collins, Inc. 4414 E. Harmony Rd, Ste 200 Office : (970) 225-4800 Mobile : (303) 324-5426 Email : Ross.Alexandergveoliatransportation.com Corporate Oversight and Support When it comes to corporate oversight and . support, Veolia sets a very high standard which leads the industry. We are extremely proud of the professional experience and technical expertise which our national and regional subject experts bring to every project, and we know that the City will agree. Veolia's local project management team will receive oversight from our Regional Vice President and technical support and guidance from a host of experts in the areas of human resource management, safety and training, maintenance and fleet management, environmental compliance, Trapeze support and ADA technical support. The balance of this section of our proposal summarizes the level of corporate support which the DAR project will receive and introduces the people who will provide this support. Corporate Oversight [Brad Whittle, Senior Vice- President/ Reg ional Vice President The critical link between any Veolia project and the deep corporate resources of Veolia is the Project's Vice -President. Brad will be the Vice -President to which the DAR project reports. Brad's role will be to ensure that Veolia resources are made available whenever needed and to work with the local team to deliver our services as proposed. Brad has eight years of executive -level experience in the transportation industry —all with Veolia and Veolia-owned companies. Brad 15 WVEOUA TRANSPORTATION the Colorado Cab company as President in 2000, was promoted to Vice - President for Veolia in 2004 and to Senior Vice -President in 2007. He oversees taxi, paratransit and shuttle operations for Veolia in Colorado and the Kansas City area. Prior to joining Veolia, Brad had seven years of professional experience as a CFO and CPA, so his understanding of budgets and of the financial elements of a project is first-rate. Brad will make sure that the local team has the necessary resources to provide outstanding service that is satisfying to both the passengers and the City. Ross A�exander, Area Genera� Manager Veolia's Fort Collins' General Manager, Ross Alexander, will be responsible for oversight and support of the DAR project team. He will be responsible for assisting the Project Manager to ensure contractual compliance and client satisfaction. Ross will oversee the maintenance and administrative functions which will support, but not report directly to, the DAR Project Manager. Ross has more than 12 years of experience in the transportation industry with more than 9 years of experience as the General Manager of Denver Yellow Cab and Mobility Plus, Denver Yellow Cab's wheelchair accessible fleet. He will be a strong management asset for the local DAR team, and he will help to ensure that any required Veolia resources are available whenever needed. Human Resource Management Janet c arretson, Area Manager, Human Resources Janet Garretson will be responsible for providing human resource management support for the Fort Collins project. She brings more than seventeen years of human resource management to the DAR project, and her areas of expertise include employee recruitment, driver applicant screening, administration of drug testing programs, benefits administration, evaluation and disciplinary processes. Janet will be a key component during Veolia's transition and start-up of DAR, and she will be on site throughout most of the start-up period. Janet is committed to an environment of a fair an equitable setting through the creation of a fair and equitable employment setting. Vehic0e Maintenance and Neet Management (Paug fKa.usneir, Area Meet Maintenance Manager We recognize that the delivery of high -quality routine maintenance minimizes road calls, service interruptions and the need for more frequent and more costly heavy maintenance. For this reason, we are excited to introduce our Area Fleet Maintenance Manager, Paul Kusner. Paul's maintenance management career in public transportation spans almost 15 years and he is Master ASE Certified. Paul oversees vehicle maintenance and fleet management for Veolia in Colorado for the cities of Denver, Boulder, and Fort Collins. In this capacity, he is responsible for working with local maintenance personnel to ensure compliance with legal, contractual and corporate vehicle maintenance and servicing requirements. GVEOUA TRANSPORTATION Prior to joining VTOD as Area Fleet Maintenance Manager Paul supervised Veolia's Denver RTD fleet maintenance for 4 years. In his role as Area Fleet Maintenance Manager, Paul will visit the Fort Collins location at least monthly, and more often as necessary, to monitor maintenance performance, to conduct maintenance inspections and quality control audits. Corporate Support Trapeze Management Janet Davis, VP of Business Hmp rovem ent and Christopher Bryan, Trapeze Support Specialist Overseeing Veolia's support of the Trapeze Pass software will be Ms. Janet Davis and Mr. Christopher Bryan. Janet joined Veolia in October of 2007, as our Vice - President of Business Improvement, and she and her team are responsible for analyzing and improving the performance of all operational processes and software applications. This responsibility includes the provision of support to those locations which use scheduling and dispatch software programs such as Trapeze Pass. Janet has more than 27 years of experience in the public transit industry, including twelve years with Trapeze Group, where she provided consulting to more than 300 transit agencies and other customers across North America and throughout the world in the use of Trapeze products for improving service productivity and quality. Christopher Bryan reports to Janet and will be available for any questions and consulting of the Fort Collins location. Prior to joining Veolia in 2007, Christopher worked for MV Transportation as its Director of Technology. Prior to joining MV, Christopher worked for the Trapeze Software Group for nine years, where he oversaw development of several PASS products, including Trapeze PASS, PASS MON, PASS IVR, PASS WEB, and PASS CERT. He has been involved in more than 100 implementations of the Trapeze line of products. Chris is also familiar with the integration and use of Trapeze and MDC technology and will be a valuable asset as Fort Collins implements and optimizes its planned MDC technology. Janet and Chris will provide on -call support when questions or problems arise. This optimization will then enable us to develop standardized documentation and training, which will support our long term commitment to continuous improvement. Environmental Compliance Stove Kotel, Hational Director, Environmental Services Steve is an expert in the areas of environmental compliance, sustainable development, Superfund remediation, policy development, property assessment/startup, and employee training. He is a certified environmental property assessor. His responsibilities include environmental interpretation, technical research, emergency response, compliance, sustainable development, 17 VEDUA TRANSPORTATION property investigation/auditing, and policy & training development. Steve will provide on -call support when questions or problems arise. Environmental] Management Craig Billderback, Environmental Management SSp eciaiist Based in Washington State, Craig assists local management personnel in the areas of environmental management and Veolia's corporate sustainability programs. He provides information, auditing services, training, communications, planning, and general oversight in areas of environmental compliance, sustainable development, and associated research. Craig will visit the Fort Collins facility on an as -needed basis to conduct physical inspections of facilities and local adherence to environmental management requirements. He will also examine documentation, review policies and procedures and assist with training and technical support. Prior to taking on his role within Veolia's environmental management program, Craig served as a local Maintenance Director for our paratransit operation in King County, Washington, so he is extremely familiar with 'our maintenance practices and procedures. Craig holds a MBA degree, and he has a total of 20 years of professional maintenance and environmental management experience, so with Craig involved, the City can rest assured that the DAR program's vehicles, facilities and other assets will be maintained in a legally compliant; safe and environmentally responsible manner. ADA Logap Support John Hoeft, Generap cCou. nsell John Hoeft is Veolia's in-house legal expert on the Americans with Disabilities Act. In his role as General Counsel, John provides guidance to Veolia locations regarding all aspects of ADA compliance. In addition to his work for Veolia, John is an active participant in the APTA Legal Affairs Committee and has worked on matters of accessibility and ADA compliance since well before the ADA was passed. He was instrumental in drafting APTA responses to proposed ADA rules, and he served on a number of committees which helped to craft the ADA regulatory language. John provides training to Veolia managers regarding new ADA technical guidance, legal opinions and proposed regulatory changes. ADA Teclh vicap Support Ron Brooks, Disalbillity Community Liaison Ron Brooks has more than fifteen years of.experience in the accessible transit services industry. Ron's official role within Veolia is as a Business Development Manager, but he is one of our corporate subject area experts in accessible transit and ADA paratransit services. He routinely provides technical assistance, personnel training and internal consulting to Veolia projects across the country in the areas of service delivery to passengers with disabilities, paratransit eligibility certification, call center management and service quality. He currently serves as a member of the National Science Foundation's Transportation W. C)VEOLIA TRANSPORTATION Table of Contents Letterof Transmittal........................................................................... 2 Experienceand Qualifications.............................................................. 5 ManagementTeam.............................................................................. 15 FinancialStability................................................................................ 21 ProposedFacility................................................................................. 22 FleetManagement............................................................................... 23 Automated System & Provision of Trips ............................................... 28 OperatingPlan and Procedures........................................................... 29 Exceptions& Omissions....................................................................... 38 CostProposal....................................................:................................. 39 APPENDICES........................................................................................ 41 TRANSPORTATION Research Board's Paratransit Committee, APTA's Access Committee and on a number of other industry committees working on accessible transit issues. Ron will be available to the Fort Collins team to check in with our staff and the disability community in order to ensure that our services are not only meeting the contractual requirements, but the expectations of our riders as well. Ron will provide any needed technical support and guidance to the project staff in the areas of ADA operating policies and procedures, customer service and satisfaction and in the area of disability community relationship management. Safety and Training Don Henry, Hationall Director, Safety Don is the National Director of Safety for Veolia's VTOD business unit. He is based in Scottsdale, Arizona. Don will be responsible for working with the local team and particularly with the Safety and Training Manager to implement various corporate initiatives such as, the Operator Development Program (ODP) and Veolia's other safety and training programs. Don will also assist with root cause analysis of accidents and workplace injuries, and will communicate safety - related lessons learned between the Fort Collins team and the rest of the company so that all may benefit. Don has 20 years of professional experience in the transit began his career as a bus operator and has served in virtually every level of management and supervision between the front line and the corporate office. This breadth of experience will make it possible for him to appreciate the challenges of operating a vehicle in revenue service and the ability to provide assistance which is practical and helpful. Don will make sure that all operator training meets the City's and Veolia's rigorous standards. On -Site (Project Team (Project Manager, Davie Mullllin Dave Mullin brings both paratransit expertise and a commitment to the Community. Dave has served in the capacity of Project Manager for DAR over the past year. He has a proven record of greatly improving the project's on - time percentage, timely reporting, and maintaining high customer service standards. Dave is CTAA certified as a Passenger Service and Safety (PASS) trainer. He received a certificate of completion for attending the National Safety Council Defensive Driving course. His talent for understanding, mentoring and motivating people will prove to be a continued asset to DAR and the City. Dave will continue to meet with the City on a regular basis to maintain desired expectations. Dave will continue to promote teamwork and training that encourages focus on customer needs. 19 VEOLIA Oar -Site Project Team Safety Manager, Daniel Safarcyk Daniel Safarcyk is our Safety Manager in the local Fort Collins office. Dan brings a wealth of knowledge that has been instrumental in improving our accident investigation and reporting procedures in Fort Collins. Dan has 14 years of experience in the insurance industry that includes accident investigation, physical damage inspection, and liability investigation. Dan has worked hard to improve the safety of our employees and customers at every level. With assistance Dan will manage local training, making sure it is performed in accordance with Veolia's highest standards, and that all training is documented and kept up to date. Dan will perform accident investigations in order to identify areas for training improvement, and improve driving practices. City of Fort Collins Dial -A -Ride Veolia Transportation On Demand Senior Vice -President Brad Whittle Area General Manager Ross Alexander Veolia Corporate Support Technology — Janet Davis, Christopher Bryan ADA Legal Expertise — John Hoeft Community Liaison — Ron Brooks Environmental Compliance — Steve Kotel Craig Bilderback National Safety Director — Don Henry Area Dial -A -Ride Safety Manager Area Fleet Maintenance Project Manager Daniel Safarcyk Human Resources Manager Dave Mullin Janet Garretson Paul Kusner VEOLIA SUPPORT STRUCTURE 20 VEOLIA TRANSPORTATION Financial Stability Veolia Transportation Services Inc. will fund all operating capital and start-up expense through our parent company Veolia Environnement. Veolia Environnement is the world's leading environmental services company with annual revenues of $45 billion. As a publicly traded company, Veolia's financial statements are a matter of public record. Dunn and Bradstreet Number: 78- 438-0573. A. Banking and Auditing References Our banking and auditing references are as follows: Veolia banks exclusively with Bank Veolia employs the auditing of America. services of : Contact: Patricia Nevin, Officer and Senior Advisor Global Client Services 231 South LaSalle Street Chicago, IL 60604 Telephone: 312-828-3865 Contact: David J. Marquardt Ernst & Young LLP Sears Tower 233 South Wacker Drive Chicago, IL 60606 21 VEOLIA TRANSPORTATION Proposed Facility Description of Operating Facility Veolia Transportation on Demand will operate DAR services from our Fort Collins facility, located at 4414 E. Harmony Rd #200. We consider our facility to be a strong asset to our proposal for the following reasons: ✓ DAR service currently operates out of the above location eliminating the need for locating and acquiring adequate accommodations. ✓ The facility features a maintenance shop, which includes all required diagnostic equipment and tools. ✓ The facility is centrally located in the Fort Collins community, with excellent access to the street network, minimizing deadhead time and keeping costs low for the project. 22 hA. _ : TRANSPORTATION Fleet Management A. Proposed Vehicle Fleet One of the most important elements of our proposal, and perhaps the single - most important element to the people who use the DAR service every day, is our vehicle fleet. To the riders, our choice is important because it determines the look, feel and comfort of the service. To the City, our selection is important because it impacts the appearance, operational flexibility and cost of the program. Veolia recognizes that the City wants the fleet to be accessible and comfortable for riders, allow for program growth, support operational and scheduling flexibility, and promote the cost effectiveness and reputation of the DAR program. Recognizing these values Veolia will replace 100% of the existing fleet with well maintained late model sedans and wheel chair accessible mini -vans within 90 days of the program award date. At least 10 vehicles will be outfitted with Trapeze interfaced MDC's. Additional MDC's may be purchased from the City to facilitate project growth when necessary. B. Vehicle Maintenance Program Veolia recognizes timely and thorough vehicle maintenance is a high priority for great service. This section of our proposal discusses Veolia's approach for maintaining the DAR fleet in accordance with the City's standards. In addition to the materials presented below Veolia has a Icorporate Veolia Maintenance Plan which will be customized by our maintenance team, based on the DAR fleet and the requirements of the RFP. (A copy of our standard corporate maintenance manual is included within the proposal appendices.) C. Veolia Maintenance Plan The focus of the Veolia Maintenance Plan is to proactively support daily operations. The Veolia maintenance plan accomplishes this by committing the majority of effort to a Preventative Maintenance (PM) Program that provides the necessary inspection processes to inspect, evaluate and repair each vehicle prior to component or system failure. The Veolia maintenance goal is to provide clean, safe, dependable and comfortable vehicles in sufficient quantity to meet 23 i FOis TRANSPORTATION on -time service requirements without maintenance -caused disruptions. We have every vehicle inspected thoroughly at regular intervals. The condition of components and systems are evaluated against pass/fail criteria and repairs are made prior to a return to service. This is not simply a Veolia goal, it is a prerequisite. Highlights of our plan are presented below: Maintenance Excellence is achieved through — a Absolute adherence to /9M schedules, 13 Maintenance personnel accountability, El External and internal audit functions. Maintenance Program: The Veolia maintenance program includes; preventative maintenance, running repair, servicing and cleaning. In addition to the following description of maintenance and Preventative Maintenance (PM) activities, detailed PMI (Preventative Maintenance Inspection) criteria will be included in the Veolia DAR Maintenance Plan to be developed by the local maintenance team with support from Veolia's corporate maintenance personnel. Corrective Maintenance: Vehicles receive corrective maintenance as a result of referrals from operators, road calls, audits, or deficiencies discovered during PMI's. Defects are prioritized, a repair order generated and the vehicle scheduled for repair. All repairs are recorded on the shop's vehicle status board. Fluid . Replacement and Lubrication: Our PMI Program references fluid replacement schedules. Veolia only uses fluids that meet vehicle specifications. We comply, at minimum, with the City requirements. Inventory Management Program We will use the RTA maintenance management software program to generate a weekly requisition report which automatically records re -order points based on historical data documenting usage and delivery time/schedules. Inventory management reports can improve maintenance efficiency. Vehicle Damage Repair: Veolia recognizes that it is important for us to maintain the quality of the appearance of the DAR fleet. Major repairs to vehicle bodies will be scheduled immediately and no vehicle with significant body damage will be allowed in revenue service. Veolia performs and .documents a formal body inspection (interior and exterior) every month. Preventative Maintenance Plan and Procedures: Based mileage readings and the number of elapsed miles since the previous PMI, inspections are initiated using the Veolia PM Inspection Checklist. A repair order is submitted for each PMI and included in the vehicle . history record. The required repairs are scheduled based on their severity. PMIs are scheduled so the upon a review of daily Preventative maintenance provides the foundation to ensure service reliability. 24 QVEOLLA TRANSPORTATION since the previous PMI, inspections are initiated using the Veolia PM Inspection Checklist. A repair order is submitted. for each PMI and included in the vehicle history record. The required repairs are scheduled based on their severity. PMIs are scheduled so the daily provision of service is not impacted. The PMI interval is based on 3,000 miles. This schedule will be continuously reviewed for changes according to the needs of the vehicles as components progress through various life cycles. Air Conditioning: The air conditioning system requires a stand alone PMI schedule which will be created based on frequency. When necessary, Veolia Transportation will implement a special program to ensure all air conditioning systems are prepared for seasonal requirements. No contract vehicle will be placed in service with an inoperative HVAC system. Every measure will be taken to ensure that no vehicle in operation has a defective HVAC system. Wheelchair lift: Veolia Transportation places specific emphasis on the care of wheelchair lift and lift systems. The wheelchair lift system will have a separate PMI schedule. The inspection interval will be determined regulatory requirements as necessary: DAR Vehicle Servicing,411, Recognizing the first "face" of our service is the Our cleaning program ensures vehicle, Veolia employs a thorough cleaning that the City of Fort Collins and f regimen. customer expectations are consistently met. The servicing of vehicles requires checking and replenishment of fluids and keeping the vehicle clean, both internally and externally. Our continued objective is to ensure that the DAR vehicles are kept in a quality, clean condition at all times for passengers. Responding to On -Street Mechanical Failures At all times when a Veolia DAR vehicle is on the road, Veolia Dispatch will be the designated point -of -contact for any Veolia driver who experiences a mechanical failure. When the dispatcher or supervisor determines from the driver that the vehicle is down, the dispatcher or supervisor will take the following actions as appropriate: ✓ If the Maintenance Department is currently staffed, the dispatcher will patch the driver through to the Chief Mechanic on duty, and the Mechanic and driver will determine whether to continue or discontinue use of the 25 Qvr=CUA TRANSPORTATION vehicle in service. If it is determined that the vehicle cannot continue in service, a supervisor or other driver will be dispatched with a spare vehicle to enable a swap and the continuation of the route. The Mechanic will also determine whether it is best to have the vehicle towed from the scene. ✓ When the Maintenance Department is not staffed, the Dispatcher will patch the driver through to the Mechanic on call, who will determine whether or not the vehicle can continue in service. If not, another driver will be dispatched with a spare vehicle so that the route can continue. The downed vehicle will then be towed. Road Call reports will be prepared daily for review by the Maintenance Manager and the Program Manager. These reports will provide information on the operator, vehicle, nature of the road calls, and time lost from service, if any. Through daily monitoring, opportunities for improvement can be identified. Associated action plans will subsequently be developed and implemented. B. Maintenance Personnel Veolia's maintenance team will be comprised of the following personnel. Maintenance Manager - The Maintenance Manager will be responsible for the overall management of Veolia's maintenance program. He will supervise all staff, assign all PMI's, scheduled and unscheduled maintenance, arrange for all employee training and development, prepare all reports and oversee the inventory control process. Mechanics - Veolia will employ multiple mechanics and technicians. Mechanics will be responsible for carrying out PMI's, performing planned and unplanned maintenance and responding to road calls. QUALITY ASSURANCE General Veolia Transportation will carefully monitor the results of the maintenance program through the use of Quality Assurance Audits and local follow-up inspections. Furthermore, Veolia's Quality Control Technician will be available to coordinate with the City on announced and unannounced audits and inspections. 26 VEOLIA TRANSPORTATION Applications On a regular basis, Veolia's will randomly audit vehicles with recently completed or currently in progress scheduled maintenance using the Veolia Transportation PMI Quality Audit Form. The manager will create an evaluation report to be shared with the DAR maintenance team. These reports will include findings and recommendations for improving performance on PMI's as well as specific corrective actions to be taken pertinent to the audited PMI's. 27 VEOLIA TRANSPORTATION Automated Systems/Provision of Trips A. Computer Equipment 1. Proposed Work Stations, Servers & Peripherals Veolia's Fort Collin's location is outfitted with a network of computers, servers and peripherals that will allow for communication with the Trapeze system, thereby permitting the exchange of vehicle schedules and other trip data and the electronic submittal of data and reports. 2. Service & Support Network Support: Veolia's network will be supported by our local Colorado Cab Company IT Department, which is located in Denver, CO. The IT Department is responsible for overall network administration, creation and deletion of user accounts, help -desk support for network users and troubleshooting. Most times, problems can be resolved by phone, e-mail, or by remote access. The IT Department is a short drive away if any on -site work is necessary. B. Operation of AVL & MDC Systems Veolia has extensive experience with the operation and support of'AVL and MDC technology. We operate a variety of AVL and MDC technology, including Mentor, Greyhawk and Magellan in locations from Seattle and Orange County in the West to Detroit and Baltimore in the east. We understand the operating efficiency and the challenges this technology can create and we know how to insure service continuity in those instances when the technology fails. W., TRANSPORTATION October 14, 2008 James B. O'Neill II, CPPO, FNIGP City of Fort Collins Purchasing Division Director of Purchasing & Risk Management 215 N. Mason St, 2"d Floor Fort Collins, CO 80522 RE: RFP P1145 Project; City of Fort Collins Paratransit Service Dear Mr. O'Neill: Veolia Transportation On Demand, through its new subsidiary, Shamrock Taxi of Fort Collins, Inc. is extremely excited to submit this proposal for the operation and maintenance of the City of Fort Collin's Dial -A -Ride paratransit service (DAR). Through our prior experience and our careful review of the above - referenced RFP, we clearly understand the project and your goals for the DAR service. Shamrock Taxi of Fort Collins, Inc. has been your DAR provider since 2004. With this local project knowledge, combined with Veolia's transportation expertise, we will deliver the best possible service to your riders at a price which recognizes both the need for quality and fiscal realities faced by the city of Fort Collins (the City). During any long-term relationship, the needs of the partners change. We recognize as both the region and the demand for DAR services have grown, the needs and expectations for your DAR provider have evolved. At the same time, our organization has also evolved. In September 2008 Veolia Transportation, one of the world's leading providers of public transit and paratransit services, acquired Shamrock Taxi of Fort Collins, Inc. We will now work to transform our DAR service from what was already a fundamentally sound operation into one which is truly world -class. Veolia will assess the quality of service to you and your riders and follow-up the assessment with an enhanced training program for our drivers. We plan to implement a full range of programs and innovations that have made Veolia the provider of choice in the paratransit industry. In our proposal, you will read about the value Veolia intends to bring to the City. Proposal Highlights At Veolia, we are extremely excited about the DAR service, and we are excited about the opportunity to partner with the City of Fort Collins. As a result, we E I@VEOLIA TRANSPORTATION Operating Plan & Procedures A. Operating Plan 1. Personnel Hiring & Training Employee Screening & Hiring At.Veolia, we recognize that the quality of our drivers determines our success as a company, so we take hiring and screening very seriously. What follows is a discussion of the steps in our driver hiring and screening process. a. Application screening - All applicants are required to complete a written application, which details previous employment experience and education. Either the Operations Manager or Safety and Training Manager will screen all initial applicants. In order to pass the application screen, applicants must meet the minimum requirements for the position, provide employment and training history and must permit Veolia to check references. b. Skill testing - If the applicant has a CDL and/or prior public transit or paratransit driving experience, the Operations Manager or Safety and Training Manager will conduct a road test. The applicant is evaluated for driving skills, level of comfort behind the wheel and safe driving habits (e.g. using turn signals, driving cautiously, driving with both hands on the wheel, etc.). More than three minor violations or any major violation (such as excessive speed, failing to stop for a stop sign or running a red light) will result in a failed road test. cep Interviewing - Qualified applicants will be scheduled for interviews with the Operations Manager and Safety and Training Manager. Interviews are behavior -based and are designed to assess the applicant's ability to problem -solve, the applicant's ability to speak and understand English and to confirm details provided in the applicant's application. Upon completion of the interview, each applicant is referred for a DOT physical examination and a pre -employment drug and alcohol test. off. Pre -employment drug and alcohol testing - An important step in screening applicants is the pre -employment drug test. Veolia complies with all Federal Transit Administration regulations regarding drug and alcohol testing as set forth in the Request for Proposal. (A copy of our corporate drug and alcohol testing program is included in the proposal appendices.) e. Criminal background check - Veolia hires a third party firm to conduct criminal background checks. The check includes both federal and state records for the previous ten year period. The processing time for these checks is 72 hours. c ; QVEOLIA TRANSPORTATION ffo Driving record check - An applicant's Department of Motor Vehicles driving record is required at time of interview. Once contracted, the operator's DMV driving record is reviewed by in-house retrieval at least twice a year to ensure that the operator's operating license remains in compliance with the requirements set forth above. glo Probationary Term - All drivers begin their tenure with Veolia in a 180- day probationary status. This time is important because it gives us the opportunity to evaluate their performance, attendance and commitment to safety. During this period, drivers will be evaluated and other drivers will be subject to at least one performance appraisal before moving from probationary to permanent status. Even after the probationary period, all drivers for this project will be considered as "at -will" drivers, and as such, any serious violations of company policy are subject to disciplinary action, up to and including termination. Driver Training There is probably no other area in this business that reflects the values of Veolia more than how much we invest in our drivers through training. On the surface, that investment takes the shape of the three week (120 hour) training program all new Veolia drivers, dispatchers, supervisors and managers for the DAR service will receive. However, it takes more than time in the classroom or on the road to make an effective training program. It also takes quality of curriculum and effectiveness of delivery. At Veolia, we take pride in our Operator Development Program TM, which we developed with the assistance of the nation's leading training program developer, Avatar. Veolia's Operator Development Program (ODP) has been designed to maximize the success rate of each trainee through innovative presentation of materials, classroom instruction, participatory exercises and behind -the -wheel real -world instruction. Veolia's significant investment to create a new industry training standard through this program is proof of our commitment to deliver a world class safety organization to the City. Veolia Operator Development ProgramT`" The new Veolia Operator Development ProgramTM uses a core standardized curriculum developed by Avatar Systems designed to teach a series of prerequisite knowledge and skills necessary for all Veolia operators driving a vehicle in revenue service. The standardized curriculum is customized to fit the needs of each of our specific Veolia operating locations. All of our vehicle operators must successfully complete the comprehensive training program outlined below: 30 QVEOLIA TRANSPORTATION ✓ ovew Wg@drL-!!r ° -o• o Veolia's "Winter Weather Vehicle Operation" course consists of the following and is taught to all operators both at the time of hire and in refresher training: Skid Control, Black Ice, Traction, Practical Applications of Winter Equipment, Do's and Don'ts of Winter Weather Driving. This course was created using a combination of Avatar, the Smith System and the National Safety Council and Transportation Safety Institute materials. ✓ o a ° Fd§d9@ dojo ° o -off - This course includes; system familiarization, completion of a vehicle condition report, the area /street network familiarization, map reading, familiarization and completion of the operator manifest, customer assistance techniques, and the FTA Substance Abuse Program. ✓ V@h# § oGY Gv- r o This course provides instruction on how to conduct pre -trip and post -trip inspections and use of the 2 way communication system. ✓ MOW MDA, Y This course focuses on proper wheelchair lift operation and mobility aid securement. ✓ w o This course provides classroom training on accident prevention and defensive driving courses from Avatar, National Safety Council Defensive Operator training program and the Smith System. ✓ovqgff o- o -off - This course provides instruction pertaining to breakdowns and accident procedures; emergency procedures and practices including, but not limited to, emergency evacuation of vehicles. ✓ - ft§ - - This instruction trains students to better identify and respond to medical emergencies. This includes first aid training and the safe handling of blood -borne pathogens (per 29CFR 1910.1030). ✓ 61W' Instruction is focused on passenger sensitivity and interaction with all persons, including persons with disabilities, persons of diverse races, cultures and sexual orientation, the elderly and children. This course includes dealing with difficult people and conflict management techniques. This course provides Passenger Assistance Technique (P.A.T.) and Passenger Service and Safety (PASS) Certification. ✓ .i@dGvd °-oM 7 or This course provides an overview on applicable laws and regulations, with emphasis on the ADA and its transportation requirements. ✓ W@Mb@# M@F@MM@Bdt This course provides training on preventing and reporting sexual harassment. 31 QVEOLIA TRANSPORTATION ✓ P0#j ffN This course focuses on prevention and reporting procedures. Training for Dispatchers and Supervisors All dispatch and supervisory staff will attend driver training. In addition, all dispatchers and supervisors will attend additional training as well as refresher training each year. To the maximum extent possible, all dispatchers and supervisors will be cross - trained to perform each other's duties. The Safety and Training Manager and Project Manager will also be fully trained in all dispatch and supervisory functions. What follows is a summary of the training which will be provided to dispatchers and supervisors. Two C ✓ Veolia Transportation Employment Policies & Procedures ✓ DAR Service Standards & Rider Policies & Procedures ✓ General System Overview ✓ How to resolve service problems caused by late or downed routes ✓ Emergency Procedures and Response Notification ✓ Responding to Accidents & Incidents ✓ Safety Policies and Accident Reporting ✓ Drug & Alcohol Testing Procedures ✓ Vehicle Operating Knowledge ✓ Prioritization of Call Requests ✓ Recordkeeping responsibilities ✓ Hazard Communication Program ✓ Radio System, AVL and MDC Operation ✓ Workplace Security Plan ✓ Use of Radio Etiquette and 10-Codes 32 d VE0LJA TRANSPORTATION ✓ Telephone Etiquette and Complaint Taking ✓ Filling Work Assignments ✓ Progressive Discipline ✓ ADA knowledge ✓ Oral & Written Communication Other Employees Veolia will provide the following training to all personnel (regardless of job title and duties). ✓ PASS class ✓ DAR Paratransit Service Familiarization ✓ ADA Passenger Sensitivity (This does not include training which is provided to drivers, dispatchers and supervisors through the ODP) ✓ Veolia standards of conduct and company policies and procedures ✓ Job -specific training - as needed. Refresher Training Veolia will provide refresher training for all employees as necessary. This training will focus on any changes to the DAR service. Customer service and safety -related materials will be developed based on our performance and any identified areas of needed improvement. 2. Driver Duties Veolia expects its drivers to provide safe, courteous and professional service. The specific duties which Veolia expects its drivers to perform are summarized below. ✓ Safely operate assigned vehicle in all types of weather, traffic, and road conditions. ✓ Undertake assignments at varying times of day/night over seven-day period. ✓ Operate in accordance with pre -developed time schedule as modified by same -day changes communicated by Veolia dispatchers. ✓ Use a two-way radio, mobile data computer or comparable communication equipment to communicate with dispatchers and supervisors in accordance with company and contractual policies and procedures. 33 QVESUA TRANSPORTATION ✓ Document all actions on vehicle manifest, trip sheets or within mobile data computer in accordance with company and contractual requirements. ✓ Perform pre -trip and post -trip inspections in accordance with company procedures and document any observed defects prior to beginning or ending service. ✓ Properly and thoroughly document any accidents or incidents which occur, whether or not there are injuries, vehicle damage or property damage. ✓ Provide courteous and appropriate assistance to passengers, most of whom are seniors, people with disabilities and people with other special needs. ✓ Perform other related duties as directed. 3. Dispatch Procedures Role of Dispatchers Dispatchers will be based at the facility and act as liaisons among Veolia management, drivers, maintenance personnel, and TransFort dispatch. They are responsible for communicating all instructions related to the operation of service and minimizing any service disruptions. They track and report daily statistical information regarding service performance to management. Specific Dispatcher responsibilities include: ✓ Monitor and document daily service operation regarding safety and on -time performance in the Dispatch Log. ✓ Ensure all operators are following company rules and procedures. ✓ Greet operators when they report for work; witness operators signing on for duty, assign buses to individual operators, and provide them with information necessary to operate their route including any changes, special conditions, or detours. ✓ Manage all radio communication, advising supervisors of complaints and incidents that occur; dispatching supervisors or maintenance staff to all accidents, mechanical failures; and advising operators of appropriate actions in response to operational problems/incidents. ✓ Record attendance of operators and note absences, sickness, suspensions, or other attendance irregularities and report this information to the Operations Manager. ✓ Record exceptions to normal service operation, including schedule delays and interruptions of service and report this information to the Operations Manager or his/her designee. ✓ Maintain an accurate record of the status of all bus and radio equipment. ✓ Communicate with maintenance personnel to ensure proper responses to vehicle defects and proper assignment of vehicles to revenue service. 34 TRANSPORTATION ✓ Report to the Operations Manager or his/her designee, problems with any aspect of the operation. A major responsibility of Dispatchers is to ensure schedule adherence. Coordination with maintenance personnel will allow Dispatchers to know which vehicles are on the ready line, the number of available spares, the estimated time of availability for vehicles in maintenance, and the location of all vehicles. Basic procedures for Dispatchers include: ✓ The Dispatcher distributes a vehicle to each driver, considering availability, maintenance requirements, and training needs. The vehicle status board will allow vehicle placement to be coordinated each day with maintenance and vehicles are reassigned, if necessary, due to maintenance scheduling or equipment failure. The Dispatcher manages radio communication with operators throughout the day and verifies that the operator is in the vehicle and departing on time. ✓ The Dispatcher notes any changes in the status of each run, takes corrective actions as needed to maintain on -time service and documents these changes in the Dispatch Log. Fitness for Duty One of the most important functions that Dispatchers perform is affirming a driver's fitness for duty. All Dispatchers are trained to recognize drug and alcohol use. Drivers are required to report to the Dispatcher before starting their assignment so that this assessment can be made. The Dispatcher observes the driver's behavior through a polite greeting and conversation. The appearance of the driver including uniform, grooming and safety equipment is also confirmed. Any driver considered unfit for service will be placed on investigative suspension. 4. System Safety Procedures Veolia is committed to operating and maintaining our services in a manner that keeps our employees, passengers and the public at large safe. The foundation of this commitment is embodied in our comprehensive Safety Policies and Procedures. These procedures are detailed in our corporate safety manual which is provided in the proposal appendices. What follows is a brief summary of the highlights of our safety program. Safety -Related Training - All employees receive training on safety -related topics, including potential exposure to hazardous chemicals and bio-hazards, the use of personal protective equipment, accident, incident and environmental 35 VED U a TRANSPORTATION hazards reporting procedures and the steps to take if exposed to an environmental or biological hazard.. Workplace Injury Prevention - Veolia emphasizes the use of safe work habits, and we treat unsafe work habits as a matter of extreme importance. Employees are trained regarding the safe and appropriate ways to perform their duties. Employees who perform their duties in an unsafe manner are subject to disciplinary action, up to and including termination. Safety Meetings - Veolia conducts regular safety meetings (typically once per month) at every location, and all employees are required to attend. These meetings afford the opportunity for employees to discuss and learn from any recent accidents or injuries and to provide refresher training on safety -related topics. Safety meetings also afford an excellent opportunity for recognizing employees who perform their duties in a safe manner. Safety -Related Incentives - Veolia provides recognition and rewards to employees who operate safely. Typically, these rewards take the form of cash payments, which are given to employees who have operated safely the prior year. Accident and Incident Investigation - Our goal is to prevent accidents. However, whenever an accident occurs, we take the accident investigation very seriously. When an employee is involved in an accident or incident, the Safety Manager is responsible for investigating the incident to determine preventability. Veolia follows a corporate mandated process to determine accident preventability. Trained supervisors at the scene perform accident investigation and circumstances of the accident are brought to the Safety and Training Manager for initial determination of preventability. The Safety and Training Manager will respond to the scene to lead the accident investigation for all serious incidents. Our Safety and Training Manager will make the determination according to National Safety Council Standards on Determining Preventability. The operator is then interviewed and questioned. Should the accident be deemed preventable, the operator is _scheduled to undergo post accident training immediately. The training is accident specific, in that it addresses the type of accident, along with basic defensive operator training. Post -accident training is documented, and corrective disciplinary actions are taken, if warranted. 36 VEOLIA TRANSPORTATION B. Employee Recruitment Recruitment Techniques At Veolia, our goal is to recruit from as many sources as possible and then to monitor the quality and quantity of response so that we can target our efforts where they will be most effective. These recruitment sources include, but are not limited to: ✓ Ads placed in local newspapers, including papers which are targeted to specific communities, neighborhoods and minority communities ✓ Postings on websites such as www.craigslist.com, www.careerbuilder.com and www.monster.com as well as any locally oriented job search websites ✓ Presence at local job fairs, sponsored by civic organizations, colleges, universities and other agencies 37 VEOLIA TRANSPORTATION Exceptions & Omissions Exceptions Veolia Transportation takes no exceptions to any of the requirements set forth in the RFP or any attachments thereto. We acknowledge receipt of three addendums to the RFP. We have exercised the option to include an alternate proposal for your consideration. This proposal has been included in the "Cost Proposal" package. Omissions Veolia Transportation fully understands the requirements of the RFP and is prepared to comply fully with the terms and conditions. Accordingly, we have no omissions regarding any requirements. M A 'VEOLJA TRANSPORTATION are extremely pleased to offer a proposal which includes the following key components: Sound Operating Plan and Procedures We have developed an operating plan which includes not only the dedicated vehicles, drivers, management resources and technology needed to provide word -class services, but we have also developed a plan which includes a comprehensive training program for drivers,, dispatchers, supervisors and other staff. Exceptional Management and Support Veolia is proposing Dave Mullin for this project. Dave brings years of experience in the Northern Colorado transportation industry, and has been managing the DAR project for over a year. In support of Dave will be our Area General Manager, Ross Alexander further supported by Senior Vice President, Brad Whittle and the very best corporate staff in the industry. This team will provide ongoing assistance to Dave in the areas of operational support, Trapeze support, ADA compliance, disability community relations, HR management, facility and environmental management and maintenance. . Commitment to Innovation Veolia is committed to using every tool at our disposal to address any concerns you may have during this contract. We have strong experience with Trapeze management and with the use of MDC's. Through Dave Mullin and our corporate support team, we will be able to work with you to continue to develop this program to make it the most cost effective DAR service for you and your riders. Focused on Customers At Veolia, we recognize that our entire business rests on having clients and customers who appreciate the service we provide. We also understand that strong customer service does not just happen; it takes an ongoing investment in the recruitment and retention of the right employees and in high -quality training. Veolia is very selective in our hiring decisions, and we have the most comprehensive safety and training programs in the industry. We are particularly proud of our Veolia Operator Development ProgramT"' which all drivers, dispatchers, and supervisors must attend and our supplemental training programs for the continued growth of our managers and supervisors. Simply put, our work force is the best trained in the industry, and you will see this fact 3 QVEOLIA TRANSPORTATION Veolia Cost Proposal RFP # IP11145 fParatrawsit Services Veolia is pleased to present the following cost proposal for your consideration. • Veolia plans to replace all vehicles currently used in the DAR Program within 90 days of the program award date. The ten vehicles will consist of four newly converted wheel chair accessible mini -vans, plus six late model Ford Crown Victoria Sedans or similar type vehicle. • All fleet vehicles will be equipped with Trapeze interfaced MDC's. • A dedicated, uniformed staff of Independent Contractor drivers that will receive all of the enhanced training and testing that has been proposed in our Technical Proposal in response to the RFP. • Full staffing of all management and support positions that have been proposed in our Technical Proposal in response to the RFP. • Performance Risk: Veolia is putting at risk all of the up -front capital dollars by providing fleet replacement vehicles within 90 days of the program award date. This capital is at risk because the contract gives the City of Fort Collins the right to terminate at any time without cause. Veolia has a strong track record of working with our clients to solve issues together and Veolia strongly believes we can meet and exceed the paratransit operating standards outlined in the RFP, or we would not be willing to put our capital at risk. Cost - We have based the cost for this service on our pricing models and are pleased to offer the following rates for the respective contract years: Cost Per Trip Type of Service 2009* 2010* 2011* 2012* 2013* Ambulatory $22.00 $22.66 $23.34 $24.04 $24.76 Non -ambulatory $28.00 $28.84 $29.71 $30.60 $31.52 * No show trips (defined as those trips not cancelled prior to four hours before the trip is scheduled for pick up) will be billed at 50% of the above noted Cost Per Trip. 39 VEOLIA TRANSPORTATION * The above rates will be subject to a fuel adjustment, which shall be based upon any substantial increases in the cost of regular gasoline during the term of this agreement. In the event the cost of regular gasoline shall increase by more than $.25 per gallon over the current rate of $3.20 per gallon which is based on the AAA Daily Fuel Gauge Report for the Colorado Region, the City of Fort Collins agrees to reimburse Veolia an additional $.18 per trip for every $.25 increase in the cost of regular gasoline. The fuel adjustment shall be based on the AAA Daily Fuel Gauge Report for the Colorado Region as of the first of every month for the term of this contact and the adjustment will apply to all trips operated in that month. * Due to historical fluctuations in ridership, and which provider actually performs the trips, if the volume stated in addendum #1 decreases by 20% annually, Veolia reserves the right to renegotiate our trip pricing. * MDC costing is not in this proposal because Veolia did not receive pricing for the original 10 units as referenced in the original RFP page 4 item 1. .s VEOLIA Appendix Table of Contents Lobbying Certification...............................................................................Tab 1 Veolia Certificate of Liability......................................................................Tab 2 Veolia Environnment Financial Statements..............................................Tab 3 Veolia Corporate Maintenance Manual .....................................................Tab 4 Veolia Corporate Safety Manual................................................................Tab 5 Veolia Corporate EMS Manual...................................................................Tab 6 Veolia Corporate ®rug & Alcohol Testing.................................................Tab 7 PUC License and Contact Information .....................................................Tab 8 41 CERTIFICATION REGARDING LOBBYING Certification for Contracts, Grants, Loans, and Cooperative Agreements (To be submitted with each bid or offer exceeding $100, 000) The undersigned [Contractor] certifies, to the best of his or her knowledge and belief, that: (1) 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 an agency, a Member of Congress, an 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. (2) If any funds other than Federal appropriated funds have been paid or will be paid to any person for making lobbying contacts to 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 this Federal contract, grant, loan, or cooperative agreement, the undersigned shall complete and submit Standard Form-LLL, "Disclosure Form to Report Lobbying," in accordance with its instructions [as amended by "Government wide Guidance for New Restrictions on Lobbying," 61 Fed. Reg. 1413 (1/19/96). Note: Language in paragraph (2) herein has been modified in accordance with Section 10 of the Lobbying Disclosure Act of 1995 (P.L. 104-65, to be codified at 2 U.S.C. 1601, etseq.)] (3) The undersigned shall require that the language of this certification be included in the award documents for all subawards at all tiers (including subcontracts, subgrants, and contracts under grants, loans, and cooperative agreements) and that all subrecipients 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 not less than $10,000 and not more than $100,000 for each such failure. [Note: Pursuant to 31 U.S.C. § 1352(c)(1)-(2)(A), any person who makes a prohibited expenditure or fails to file or amend a required certification or disclosure form shall be subject to a civil penalty of not less than $10,000 and not more than $100,000 for each such expenditure or failure.] The Contractor, Veolia Transportation On Demand certifies or affirms the truthfulness and accuracy of each statement of its certification and disclosure, if any. In addition, the Contractor understands and agrees that the provisioWf 31 U.S.C. A 3801, et seq., apply to this certification and disclosure, if any. re of Contractor's Authorized Official Brad Whittle, Senior Vice President/ Regional Vice President Veolia Transportation On Demand Name and Title of Contractor's Authorized Official A�"�� 06 Date Return this form with your proposal RFP P1145 Project: OPERATION OF THE CITY OF FORT COLLINS PARATRANSIT SERVICE i R•T...._ AA TRANSPORTATION play out in virtually every area of our performance, including employee retention, system safety and customer satisfaction. A Financially Responsible Bid Veolia recognizes the financial challenges posed by flat productivity, increasing demand for service and rising costs for fuel, labor and other service components. To this end, we have sought to develop the most fiscally conservative proposal possible. Choosing Veolia for Outstanding Performance We want to continue to work for you! Our proposal demonstrates our best efforts in responding to your requirements and identifying your needs. We are committed to delivering the service you need and your customers deserve. If you have any questions about our proposal or any of the other information we are providing in the appendices, please feel free to contact me directly. You may also contact our Area General Manager Ross Alexander. Brad Whittle Senior Vice -President Veolia Transportation on Demand 7500 E. 415t Avenue Denver, CO 80216 (303) 316-3850 direct (303) 316-3851 fax (720) 940-3689 mobile Brad. Wh ittle0)veol iatransportatio. com Ross Alexander Area General Manager Shamrock Taxi of Fort Collins 4414 E Harmony Rd, Ste 200 Fort Collins, CO 80528 (970) 225-4800 direct (970) 223-5080 fax (303) 324-5426 mobile Ross. Alexander0)veoliatransportation.com We want to close by thanking you for the current partnership we enjoy and for taking the time to consider our proposal to continue as the City's DAR provider. We stand ready to serve and we look forward to meeting with you and your Evaluation Committee to discuss our proposal in greater detail. Sincerely, lir- pd, - Brad Whittle Senior Vice -President Veolia Transportation on Demand 4 VEOLIA TRANSPORTATION Experience and Qualifications A. Corporate Experience With Veolia Transportation, the City of Fort Collins Paratransit Service program DAR (DAR) receives the best of both worlds - the resources and financial stability of a best -in -class world wide transportation provider and the individualized attention of a local team with years of experience. Veolia Transportation is a world leader in the operation and management of public and private transportation systems with an unparalleled presence in the United States. Presently, Veolia Transportation is in operation in 27 countries with 72,000 employees: serving 2.5 billion passengers through the provision of bus, paratransit, taxi, shuttle, rail, and ferry services. Veolia Transportation is the largest private multi modal passenger services company in North America, with 102 contracts in 22 states and annual revenues of $1 billion. There are 17,000 employees on the Veolia North American team. The map below depicts Veolia's North American contracts. Veolia Transportation Contracts March, 2008 • Se atlle Mon treat • � �) you hkee sle • Minneapohs ( (/Toronto • g�lpu Boston Redding Boise � kesha 1 _ .artfo rdyrg- ape Cod aChico Waukesha Detroit • N-Bridgeport Yolo 6U•Marysville �SS J ^Flem in ggto »� Santa Rosa. Woodland De Ka18� I�ind� Baltimore Co��r,Newark Napa Arlington P1 ittsburg h�►_..� IiEli zabeth San Francisco f�akla land DC'� �allim ore San Jose w �'"`'�—��, --�� Cin clnn atl�? 4 h.nce �eorg e's N.r\\\ Denver �St. Louis♦ �� ,f Arl gton Cow LOlem �o Lancasr Kansas City+'- `\Lexington• 7� Santa Cla/rit ��Las Veg as� / a i�fton-Salem Asheville Ralei h • actor Valley .- 9 Los Angeles •Pomona Kn oxvillei � c Gre e'n"s bo ro g sA Covi �C'on corde Irvin e. ��,iTempe Columbia ip > Oceanside O'Phoenix Mesa Marietta OGwinnett Co. San Diego + • ll N.�6,arleston \ Tucson Dallasa& WBeaufort Co. \`--� LEGEND Austin �w;P e n s ac ola So v • Fixed route Houston+ Tam paw • Parat ransit •Palm Beach o Fixed route & Pare transit Desoto County ON �Ft. Lauderdale ® Brokerage/Management Miami • Rail Taxi • Airport • SuperShuttle 5 QVEGUA TRANSPORTATION A Proven Paratransit Performer Veolia Transportation is an industry leader in the field of ADA paratransit and we pride ourselves on our broad range of project experience. We operate some of the largest and most respected systems in the country. We have unparalleled experience in virtually every type of service delivery model —ranging from turnkey operations to both decentralized and centralized brokerage operations, serving as call center brokers and/or vehicle operators. Experience with ADA and FTA Guidegines One area where Veolia Transportation sets the standard for other companies to follow is in our knowledge of and experience with the delivery of transportation services for people with disabilities, and our philosophy towards this services. In every public transit project we operate or manage, the needs of disabled people and compliance with the requirements of the Americans Disabilities Act (ADA) are key aspects of our operating policies and procedures, staff training and performance monitoring. Following are some examples of our depth of understanding of the ADA and our commitment to fully serving the needs of disabled passengers. ✓ In every location operated or managed by Veolia Transportation, ADA compliance is incorporated within our Scope of Services. In locations providing fixed -route service, we are often responsible for interpreting ADA guidelines in order to ensure compliance with; route and stop announcement, priority seating, mobility device securement and lift/ramp maintenance protocols. In locations where we manage or operate paratransit services, we not only have responsibility for providing service that complies with the law, but in many instances, we also have responsibility for the eligibility certification process. This high level of exposure to the requirements of the ADA necessitates us to ensure that managers, supervisors and front-line personnel clearly understand what the law requires and the specifications contained therein for how they perform their duties. ✓ We currently employ people with several different types of disabilities in a wide range of management, supervisory and front-line positions across the country, as well as right here in Colorado. As a result, we have not only gained a number of high quality and committed employees, but we have also deepened our understanding .of the capabilities of people with disabilities and strategies for making responsible accommodations in the work environment. ✓ All driver and front line employee training programs (whether for fixed route or paratransit) include a summary of ADA requirements and a TRANSPORTATION discussion of the policies, procedures and practical tips for ensuring compliance. ✓ Because of the long professional involvement many of our corporate, regional and local managers .have had with the ADA and service to people with disabilities, we are able to collaborate on questions and problems that arise regarding the ADA, the provision of accessible and legally compliance services, the administration of ADA eligibility certification, and other issues which arise pertaining to service to people with disabilities. Typically, this sharing takes place on an informal basis via email or telephone conversations. Additionally, the corporate office can provide or assist in an evaluation of the location's service to customers with disabilities (including compliance on ADA requirements). If problems are discovered, improvements are recommended and assistance with policy and procedures changes and staff retraining is provided. ✓ All Veolia Transportation driver -training programs (as well as those of any subcontracted services providers) specifically require training regarding techniques for safely and appropriately servicing customers with disabilities and for dealing with disability -related incidents, such as epileptic seizures. ✓ A number of Veolia Transportation employees are considered to be subject area experts in a host of ADA and disability -related topic areas, including; ADA eligibility certification, brokerage operation, service coordination and passenger sensitivity and awareness. Many. of these people serve on nationally recognized professional organizations and committees, such as the American Public Transit Association's Accessibility Committee, Paratransit Committee, Project ACTION and the Transportation Research Board Paratransit Committee. Individuals affiliated with these groups not only help shape the future direction of accessible transit and paratransit services, they also exchange ideas and solutions with other professionals and bring best practices back to the company for wider implementation. In addition to our industry -leading knowledge of and experience with the ADA Veolia has extensive knowledge of and experience with FTA guidelines, including; National Transit Database reporting, FTA drug & alcohol testing and reporting requirements, as well as the full range of other FTA requirements which govern the delivery of fixed -route and paratransit services. In many of our locations, we gather required data, prepare reports and assist our clients with audits and reviews conducted by the FTA and other federal, state and local funding and regulatory bodies. 7 QVEOLIA TRANSPORTATION Veofla da[lue Adds You will find our RFP proposal to be both responsive and cost effective. However, there are key areas where Veolia's proposal adds more value than that of other competing firms. Here are some of the "value adds" Veolia is including in our base proposal. Broad Range ®f Paratrans it Experience erience Veolia has been awarded many paratransit operating contracts. We believe our background in transit, paratransit and the private transportation industry in conjunction with our ability to bring a deep knowledge of the letter and spirit of the ADA, as well as a strong track record with technology and innovation sets us apart from everyone in the industry. Experience with Trapeze Veolia has a long history of using Trapeze to reserve, schedule and dispatch service. We use Trapeze in dozens of locations across North America, ranging in size from Orange County, CA (where we provide 4,600 trips per day) to Charleston, SC, where we use Trapeze to make sure that about 200 passengers get to their jobs, doctor's appointments and other engagements on time. In addition to having lots of locations operating in a Trapeze environment, we use Trapeze in a variety of different service delivery systems. In some locations, we use Trapeze to schedule trips, but we dispatch manually via the two-way radio. In other systems, we operate Trapeze in conjunction with AVL and MDC technology. This depth and breadth of real -world experience gives us a flexible mindset about the best way to approach issues like passenger productivity, on - time performance and service scheduling, and it means that when we begin to tackle the challenges of increasing productivity while maintaining system quality, we will have lots of divergent experience upon which to draw. Veolia has considerable Trapeze experience and recently expanded our overall Trapeze sophistication through the recruitment of the two best experts in the industry, Janet Davis and Christopher Bryan. Janet's and Christopher's vast experience with the development and deployment of the Trapeze product line is detailed in the Organizational Background and Overview of this proposal, but it is important to point out here that many of the innovative Trapeze management practices utilized by a number of our industry competitors were developed by Christopher and Janet, and Veolia is now benefiting from their expertise on a daily basis. Having experts like Janet Davis and Christopher Bryan available to the DAR project will yield measurable results in the areas of productivity, dispatch effectiveness and MDC integration, and in the event that a problem 2