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Alameda County Transportation Improvement Authority Special Transportation for Seniors and People with Disabilities City's fee assistance program, review of tie down procedures, emergency preparedness training, and on -going communication focused on clients and driver needs and concerns. During FY 2009 -10 as part of training, many of the drivers participated in training on the new 23 passenger DTR bus. Staff updated their California DMV licenses and medicals to meet the requirements of this new bus. Starting in July 2010, all PPS drivers will participate in one -on -one driving audit under the direction of the City of Pleasanton's Driver /Trainer. These driving audits serve as a refresher for staff on aspects such as proper pre -trip inspections and safe driving techniques, and have proven to be very useful. II. ON TIM F PERFORMANCE Describe your policies concerning timely pick ups or drop offs, including what window is allowed, if there is a standard for the percentage of pick ups or drop offs that must occur within the window, the policy concerning early pick ups, and whether there is a maximum amount of lateness after which a provider no -show or missed trip is counted. Response: Door -to -Door on -time performance standards were developed using ADA guidelines, and focus on a pick -up window of 15 minutes of stated times. The PPS Task Force standard is that 90% of all pick -ups shall occur within the 15 minutes widow. A completely missed trip is noted as a pick -up more than one (I) hour late. The PPS standard is no more that 24 missed trips per year. On -time performance is tracked daily using Novus Software. Monthly and quarterly reports are generated, which include on -time performance. City staff, Pleasanton Paratransit Task Force Members, and the Human Services Commission review these reports. ACTIA staff and PAPCO also review this information semi annually. DTR drivers also maintain statistical records for the fixed route shuttle. The DTR standard is to be within 5 minutes at each stop. During FY 2008 -09, staff maintained a 90% on- time performance. Describe your policies concerning the maximum time a rider may be on a vehicle. Indicate if there is a maximum time, and if there is a standard for the percentage of trips that must be completed within this maximum time. Response: The maximum time a rider may be on a PPS vehicle is one (1) hour. As part of the scheduling software criteria, PPS established a one (1) hour maximum ride time. Page 8 of 22