Request for Proposals

Transcription

1 Request for Proposals Specification Number PD Due 1:00 p.m. Friday, July 14, 2017 Specification Number PD

2 Proposal for Transportat ion Services ITL Solutions Table of Contents Cover Letter... ii Solicitation and Offer Form...1 Insurance Requirements.7 Bank Letter of Support Introduction Understanding of the Service Methodology Used for the Service Management Plan for the Service Experience and Qualifications Cost Proposal...69 ITL Solutions Attachments...72 Required Forms Attachments... end of proposal Sworn Statement Pursuant to Section ( ) (3)(a), Florida Statutes, on Entity Crimes Drug Free Workplace Form Information Sheet for Transactions and Conveyances Corporation Identification Certification for Disclosure of Lobbying Activities on Federal Contracts Certification Regarding Debarment, Suspension, Ineligibility and Voluntary Exclusion from Federal Aid Projects Attachment B Scored Summary Sheet Addendum #1 Addendum #2 Specification Number PD

3 Proposal for Transportat ion Services ITL Solutions July 14, 2017 Attn: Paul Nobles, CPPO, CPPB, Senior Purchasing Coordinator Office of Purchasing Matt Langley Bell III Building 213 Palafox Place, 2 nd Floor Pensacola, FL RE: REQUEST FOR PROPOSALS RE-SOLICIT OPERATOR FOR PARATRANSIT SERVICES SPECIFICATION NUMBER Dear Mr. Nobles: On behalf of Innovative Transport and Logistics Solutions dba ITL Solutions, I am pleased to submit the attached proposal for transportation services for the above referenced RFP. The attached document details our exceptional transportation resources and level of service to be provided to the residents and visitors of Escambia County needing paratransit services. Our central office is located in Pensacola, Florida and we have been providing a high-quality reliable transportation and transportation management services for many years. Our company has the understanding, resources, commitment, personnel and qualifications to provide paratransit transportation services to eligible clients in Escambia County with exceptional service and maximum value. This document provides a comprehensive plan for achieving this value that exceeds the requirements of the project. As an integral part of this service program, ITL offers to go further, working with you in a team environment towards additional project improvements throughout the term of our partnership. We are excited to be a part of the solution that improves the Escambia paratransit service. Our senior leadership team has experience in working with operations of all sizes and capacities. I am the Director of Business Development; I am authorized to bind this firm, and can be reached at We look forward to discussing this information with you soon. Sincerely, Harold Griffin Jr. Director of Business Development Specification Number PD

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9 2-2 Introduction Proposals shall include the complete name and address of their firm and the name, mailing address, and telephone number of the person the County should contact regarding the proposal. See Solicitation and Offer form above. Proposals shall confirm that the firm will comply with all of the provisions in this RFP; and, if applicable, provide notice that the firm qualifies as a County proposer. Proposals shall be signed by a company officer empowered to bind the company. A proposer s proposals may cause their proposal to be determined to be non-responsive and the proposal may be rejected ITL Solutions will comply with all provisions in this RFP. Innovative Transport & Logistics Solutions (ITL Solutions) was founded and central office is based out of the city of Pensacola, Florida. ITL Solutions has been committed to providing the highest quality transportation and logistics services possible. ITL Solutions is a transportation management company that also owns and operates its own fleet to provide transportation services. Specification Number PD

10 Courtesy of Protect Your Home.com Understanding the Service Proposers shall provide a comprehensive narrative statement that illustrates their understanding of the requirements of the service and the service schedule. We will provide door-to-door paratransit transportation services to the residents and visitors of Escambia County, Florida, including all resources necessary to provide such services as required by the CTC/County to meet the needs of the County s paratransit riders. Escambia County has been committed to continually improving by adding resources such as Maritime Park, Bear Levin Studer YMCA, and the growth of Downtown Pensacola. Effectively managed, safe and reliable transportation is key to providing paratransit users with access to these resources and any others available in Escambia and even neighboring counties. We are fully aware that the demand for this service will only continue to grow and we are excited to play our part in improving Escambia County residents and visitors access to the community. ITL Solutions is committed to providing customer oriented, reliable and safe transportation solutions. We know that the County s objective for the current procurement is to select the best contractor to serve as the operator for these services. As a local paratransit provider who operates throughout Northwest FL, South AL, Louisiana and Mississippi our project management team s experience in this area will be invaluable to Escambia County s paratransit system. We have and will continue to demonstrate in this proposal how we plan to deliver this service daily, reduce costs and improve the service. Addressing the Scope of Work We understand the requirements as described in the Scope of Work. We will demonstrate throughout our proposal how we will use effective management practices to boost driver moral and to enhance the current service level for the paratransit passengers of Escambia County. For further information on our understanding of the project, please see 2-4 Methodology Used for the Service and 2-5 Management Plan for the Service. Specification Number PD

11 2-4 Methodology Used for this Service Proposers shall provide a comprehensive narrative statement that sets out the methodology they intend to employ and that illustrates how their methodology will serve to accomplish the work and meet the County s service schedule. ITL Solutions & Escambia County ITL Solutions (ITL) was founded in Pensacola in 2010 by life-long area residents and has been providing transportation & transportation management services throughout the entire Gulf Coast. Our advanced knowledge of the area gives ITL unique insight into key geographical locations and potential service challenges. Our mission has always been to use our services to improve the quality of life in the communities we serve. ITL provides both pre-scheduled and demand response NEMT and paratransit transportation and is fully capable of providing the ADA paratransit services described in the Scope of Work section. Our experience, management, and current technology help us to provide a level of service that is superior to our competition. Our driver performance capabilities, our communications system, along with other resources and systems in place qualify us for all the provisions of this RFP. Our talented ITL operations team will allow for a smooth transition while starting-up this project. Our Project Management Team brings a wealth of experience and understanding to Paratransit services, finances, project management and call center/dispatch center management. Beginning on the following page, ITL will demonstrate that our service methodology will involve the implementation of a Daily Project Plan and Work Schedule. Schedule of the Work The Day-to-Day Operations Beginning at 2:00 a.m., 10:00 a.m. and 6:00 pm ITL Solutions can utilize TripSpark or the current software in place RouteMatch for the Dispatch Services (see product information at the end of this proposal: ITL Solutions Attachments.) Our management team and management personnel that will be on this project have experience in operating Routematch. Dispatchers arrive and complete the following: Clocks in Logs into TripSpark, phones, checks voice mails for call offs and ADA trips Specification Number PD

12 Redistributes trips from closed routes if necessary Looks through driver schedules and route sheets for any discrepancies Fills out attendance forms for call offs Distributes route sheets and assigns buses Completes a positive check in for each driver (DOT Card, Driver s License, Base ID) Completes all required paperwork Morning Dispatch- Completes and verifies the time sheets, run deposit sheets that were filled out, files the backup sheets along with multiple other forms that need to be completed during the early morning hours. Afternoon Dispatch- Is responsible for the shift change checking the drivers out, collecting fares, Backup Sheets, monitoring accuracy between the TripSpark system and the manifests given by the drivers, verifying the amounts and the number of tickets etc. Evening Dispatch- Responsible for the monitoring and fixing of the tablets if necessary, completes validations in the TripSpark system, ensures the evening drivers are on schedule, works directly with the scheduler to assist in the timely completion of the schedule if necessary Dispatchers monitor routes for slack time, assure driver locations at all Drivers arrive and complete the following: Drivers arrive with credentials and Fit for Duty (uniform and shoes) Driver logs in to TripSpark and picks up other documentation Driver completes daily Pre-Trip Inspection in TripSparks Driver submits daily Pre-Trip Inspection Report Driver accesses route info and performs first radio check Driver radios in to dispatch first pick up, departure time, and odometer reading throughout their course of their assigned day 7:45 a.m. to 8:30 a.m. Fleet attendant arrive and complete the following daily: Ensures all vehicles will be maintained in good overall operating condition. Ensures all vehicles undergo a deep cleaning and sanitizing by washing all windows, seats, floors, seatbelts, lifts, etc., with a germ-killing cleanser. Specification Number PD

13 Makes sure that each time the vehicle is cleaned a record will be kept, in the vehicle until next deep cleaning. No longer than 14 days. Performs minor repairs and oil changes (if applicable) Reservationists arrive and complete the following: Logs in and signs on to TripSpark Reservationists are ready to start taking reservations at 8:00 a.m. daily for ADA and TD Services Completed any filing necessary in the location, monitors and adds standing orders as well as assisting the ADA manager in putting new clients Calling all clients in the system to ensure data accuracy for example: addresses, phone numbers, caretakers, destinations, etc. 5:00 p.m. Schedulers clock in, log into TripSpark Schedulers look at next day s calendar for any drivers scheduled for approved time off to update into TripSpark throughout the Day Reservationists are responsible for the following: All incoming calls, including cancellations, other than same-day issues Inputting trip data into TripSpark Dispatchers/Schedulers are responsible for the following: Handles road break downs, incidents, accidents Proactively scans and monitors all routes to ensure on-time compliance and driver efficiencies Performs cancels, no shows by validation process, completes daily paperwork, does hourly safety messages Re-assigns driver call offs Sends out daily stats report to management by end of night Starts the preparation in next days routes to include any time restrictions and/or management meetings with operators Completes assignments and goes through each and every route for efficiency and accuracy on time performance to include passenger per hour count Specification Number PD

14 Drivers are responsible for the following: Driver performs arrival upon stopping at a location, completes all pickup procedures and performs a departure before leaving the location, ensuring on time compliance and using the most direct route Driver is responsible for writing any applicable incident or accident reports and turning them in to the Safety Manager Drivers come back to base to perform post trip inspections Drivers check out with Dispatcher Assistant General Manager is responsible for the following on a daily basis: Conduct or supervise interviews and employee selection Manage driver training and may conduct driver training, recommend retraining and discipline as required Conduct or assist General Manager with safety training and meetings. Review accident reports to reduce number and severity of accidents, maintain complete safety files (example is accident report, I-9, bus reports, worker compensation injury reports). Maintain or coordinate complete personnel record keeping and maintain substance abuse file. Review any issues noted on driver inspections that were not emergencies and takes appropriate action Meets with his shift technicians and covers safety minute and assigns work General Manager is responsible for the following on a daily basis: Complete oversight of operations, maintenance, safety and administrative duties Primary liaison with customer Provide leadership and support for all project personnel Cultivate and maintain a strong safety culture and encourage continuous improvement Customer Service Manager/ADA Coordinator is responsible for the following on a daily basis: Customer relations, ADA applications Utilizes quality assurance review process of eligibility determinations to assure that determinations are rendered consistently and fairly Oversees and assists with the scheduling of functional assessments, including reserving and monitoring rides, and ensuring appointment notices communicated to applicants. Ensures that functional assessments are performed in accordance with established protocols Specification Number PD

15 Performs random observations of assessments and assessment forms submitted Ensures ADA and Transportation Disadvantaged applications are processed within a timeframe compliant with federal and state regulations. Office Manager is responsible for the following on a daily basis: Handles all invoices Monitoring of the accurate validations Ordering of all uniforms Monitoring of TripSpark information for accurate billing Filing and organizing vehicle maintenance records Payroll Change of profiles Termination Profiles All trip editing functions No Show tracking and sending policy letters No fare (tickets owed) policy letters, process and submission to client Specification Number PD

16 ITL Solutions 2-5 Management of the Project Proposers shall provide a comprehensive narrative statement that sets out the management plan they intend to follow and illustrates how their plan will serve to accomplish the work and meet the County s service schedule. ITL s Value Based Approach ITL's Value Based Approach allows us to offer a Coordinated Transportation Model that can reduce costs, improve service and the quality of transportation being provided. The typical paratransit program consists of high volume routes and the lower volume, "hard-to-serve trips." "Hard-to-serve" trips include after hour, peak hour, weekend, and out-of-area trips. These are the types of trips that spike up costs. Our innovative processes and flexible fleet management allow us to provide these trips, without incurring additional cost or sacrificing quality of service. The sections to follow provide detail on our plan for managing this service. In addition, and as a way of overview, we are pleased to provide the assurance that our operation of this service will include all components of the project general services including but not limited to: Daily transportation requirements. All existing and new participants. Routing and scheduling rules and section below on Call Center, Scheduling and Dispatch and also Minimum Scheduling Standards for additional detail. Complete adherence to and understanding of the American with Disabilities Act (ADA), as well as all other appropriate regulation. Standards of performance and quality service. All vehicles undergo all required inspections. Wheelchair service availability. Provision of appropriate wheelchair accessible vehicles for clients in need of this mode. Supervision requirements, including safety reporting and investigation requirements. Billing and reporting procedures to comply with project general requirements. Please see additional reporting capabilities of ITL Solutions and our routing systems. Specification Number PD

17 ITL Solutions All other requirements and law including Equal Opportunity, non-discrimination, Drug-Free Workplace, records retention, insurance, etc. Reporting Our knowledge and utilization of both RouteMatch and our software Trip Sparks makes critical management information available to everyone with just a few clicks. The Escambia County staff will have access to important data and be able to compile and compare valuable reports in moments. All reports are always accessible, easily customized, and are available in many different formats. For instance, in a matter of seconds, we can review operating statistics and compare them to last week, last quarter, and last year. Trips are tracked by funding source, so everyone knows money is being spent. This also allows us to determine if the number of trips and/or mileage are increasing or decreasing at any time. In addition to the standard S-10 required for the National Transit Database (NTD) reporting, we have many reports already formulated including: Customer Info Report Summary Invoice Report Runs By Date Trips By Funding Source Report Operating Statistics Report Scheduled Trips Report Unscheduled Trips Report Cancellations and No-Show Reports Runs By date Detailed Monthly Invoices Vehicle Productivity Report Vehicle Information Report Contract Compliance- We comply with all applicable laws and provisions of this RFP. Our entire system is built around continually improving to not just meet these standards, but to exceed them. We will explain our process in the chart starting on the next page: Specification Number PD

18 ITL Solutions Exceeding Performance Standards ITL Solutions has reviewed the performance standards in detail outlined by Escambia County in this RFP. We understand these standards and have maintained scores in % percentile on customer service and on-time percentage for the past 6 years on all projects we have worked on. If the County/CTC issues an overall annual rating of Does Not Meet, then the Operator will be penalized a 5% at the end of the overall annual fee. Escambia County s Performance Standards On-Time Performance Standard (min 90%) Target Performance Key Measures 90%-100% TripSpark s customized data reports Strategies to Meet Expectations Sufficient standby drivers and subcontractors Performance Incentives Driver of the month recognition Customer Survey Performance Standard (min 90%) Evaluations done by supervisors & management Weekly review of system reports & evaluations 90%-100% Customer survey results Customer feedback from survey results Prompt retraining & training of drivers Communication across all levels of the paratransit system In depth customer service & sensitivity training Automatic notifications sent to drivers to confirm pickups Utilizing survey results to constantly improve service Employees receive bonus based on performance of system. Employees receive bonus based on performance of system. Driver of the month recognition Specification Number PD

19 ITL Solutions Valid Customer Complaints (< 1 per month) No more than 1 per month, per operator Weekly reports on the # of complaints Customer survey results In depth customer service & sensitivity training Utilizing survey results to constantly improve service Immediate action is taken to resolve customer complaints Driver of the month recognition Employees receive bonus based on performance of system. Escambia County s Performance Standards Vehicle Safety Inspections Target Performance We pass all inspections/audits Key Measures Review of audits and inspections reports Strategies to Meet Expectations Daily Pre & Post- Trip Vehicle Inspections Our Comprehensive Preventive Maintenance Program Performance Incentives Employees receive bonus based on performance of system. Specification Number PD

20 ITL Solutions Accidents (< 1/100,000 miles) The minimal number of accidents possible Review of accident & incident reports On the road training Defensive & distracted driver training Gift cards for staff not having accidents. Driver of the month recognition Call Hold Time (< 3 minutes) Below 3 minutes Review call center reports Proper staffing Proper training of protocols & duties Employees receive bonus based on performance of system. Seamless Transition We Will Deliver a Worry-Free Transition Your project is assigned to a dedicated projected manager to ensure that the program is not interrupted during transition and continues to operate as smoothly as possible. As a result, ITL Solutions can provide swift and trouble-free implementation and reporting with measurable results. We have detailed below all tasks that will be completed during the transition. Our implementation/transition plan can be altered to meet the county s needs. Task Begin Date End Date Key Project Management Personnel on site 8/16/17 9/30/17 Board of County Commissioners Review 8/17/17 8/17/17 Specification Number PD

21 ITL Solutions Negotiations with the Drivers/Amalgamated Transit Union /17/17 8/24/17 Import client data into Dispatch/Routing software and conduct route analysis 8/18/17 8/19/17 Order Uniforms Recruitment outreach to existing provider's staff 8/18/17 9/01/17 Recruitment advertisements placed in various media Hire Existing Drivers 8/18/17 9/01/17 Interview current administrative team candidates 8/21/17 9/01/17 New drivers & administrative hired (if needed) 8/21/17 9/01/17 Existing administrative personnel hired DMV checks Criminal background checks Previous employment checks Establish drug and alcohol testing location Pre-employment drug testing and physicals 8/21/17 8/31/17 Training & Policy Implementation Finalize training schedule Train supervisors/dispatchers Train drivers (ADA, Customer Service, Defensive & Distracted Driving) Driver Scheduling Analyze scheduling processes and practices, implement any provisions (if needed) 8/22/17 9/04/17 8/22/17 8/24/17 Specification Number PD

22 ITL Solutions Establish seniority list Establish driver routes Develop and implement dispatcher schedules Inspect vehicles prior to beginning service. Identify deferred maintenance and any existing issues. Maintenance Procedures Establish vehicle history files Implement PM schedules Implement daily, weekly, and monthly reporting requirements Fare Collection 8/23/17 9/06/17 8/23/17 8/25/17 Review all current program processes, fares, control and security with Escambia County Staff 8/24/17 8/28/17 Coordinate scheduling between funding programs 8/24/17 8/29/17 Implement fare collection system 8/25/17 8/30/17 Operations and Administrative Procedures Implement operating procedures & policies 8/28/17 9/01/17 Implement processes for data collection Implement forms for daily operations and reporting Implement payroll and accounting procedures Establish vendor accounts Follow-up meetings with Escambia County on any open issues Ongoing Specification Number PD

23 ITL Solutions Successfully initiate service under new contract 09/30/17 Maintenance Plan To ensure the vehicles are in peak operating condition, we will be subcontracting the maintenance work of the vehicles out to Tires ETC, a local company with a longstanding history of providing honest and high-quality maintenance work. Tires ETC has two locations serving our area, with over 75 years of combined maintenance experience. Access to the two full-service facilities will significantly minimize our downtime and improve fleet efficiency. Our innovative fleet management software allows us to automate the collection and recording of data, enabling us to monitor vehicle performance and costs. This system allows our Management access to data they can analyze to identify patterns and take remedial action to reduce costs. Tires ETC has a history of performing maintenance on vehicles that were acquired through FTA Funding. Innovative Transport & Logistics Solutions (ITL) will ensure vehicles are held up to extremely high standards and are inspected for safe operations and cleanliness daily. Routine maintenance and servicing ensures all our vehicles are always performing at peak efficiency. Every wheelchair accessible ITL vehicle is ADA compliant and comes equipped with: First Aid KitWheelchair lift Lower Exterior Side StepVehicle sp ed and monitoring systems Extended Vehicle RoofWheelchair Floor Locks and Seat Belts Interior Hand RailsClean Blankets Specification Number PD

24 ITL Solutions Taller Door Openings ITL Vehicles ITL will deploy a sufficient number of appropriately-sized brand new or late model vehicles for the services. All vehicles will be properly licensed by the appropriate agency to perform the required transportation services outlined in this proposal. ITL will provide wheelchair accessible transportation on this service. If a vehicle in service develops inoperable accessibility equipment at any time, ITL will notify you immediately. If any passenger needing to use accessibility equipment to board the vehicle cannot make his/her trip due to the inoperability of the equipment, ITL will quickly provide an alternate means of transporting the customer. ITL prides itself on its drivers and its vehicles; which are kept clean, inside and out. Vehicle interiors are clean daily and vehicle exteriors are washed weekly at a minimum. ITL offers a state of the art computer-assisted dispatching, as well as Automatic Vehicle Locators (AVL) and Global Positioning Systems (GPS) for added efficiencies and safety. (On line booking, texting for rides, booking on smart phones). ITL s Formal Preventive Maintenance Program ITL will supplement the vehicles provided by the County with 11 vehicles of our own, and we will maintain this equipment through our specialized subcontractor Tires ETC. Specification Number PD

25 ITL Solutions Our company has a comprehensive Two-Pronged Preventive Maintenance Program, with different levels of service for different intervals of time and mileage. A Daily inspection is performed by service personnel -Transmission oil level check, motor oil level check, power steering check, wheel seals check, tire check, battery connection check, hose connection check, radiator coolant level check. ITL s Two-Pronged Program of Preventive Maintenance, involving both our drivers and our mechanics. This system not only enhances vehicle maintenance, it also controls costs by identifying vehicle issues at their inception. It also synchronizes our safety program by making both drivers and mechanics aware of even minor changes in a particular vehicle s status. ITL has a long-standing reputation for quality and service, and that starts with Pre-Trip inspection by each driver. Each time a vehicle leaves our facility the chauffeur performs their pre-trip inspection as required by our company policy as well as governing laws. We also require a Post Trip inspection by the driver. At the end of each trip, the chauffeur is required to perform a complete post trip inspection that includes all aspect of the pre-trip inspection. This ensures that the vehicle had incurred no problems while on the road and is ready for its next trip. Specification Number PD

26 ITL Solutions As far as repairs are concerned, each driver will conduct pre-shift and post-shift checks and report any vehicle problems to the Manager on Duty, who will take the vehicle out of service and then turn the unit over to the repair shop, which will create a vehicle repair list based upon criteria such as speed of repair, availability of parts, and vehicle deployment. Our repair shop will then take the necessary corrective action to repair the vehicle and have it ready as soon as possible, though with complete attention to the completeness of the task at hand and the safe return of that vehicle to use when the repaired vehicle has been sufficiently road-tested and deemed ready for service. We pride ourselves in our comprehensive approach to maintaining our vehicles. Our system ensures that all maintenance procedures are performed at the accurate intervals. PM s are tracked as well as all inspections, fluids and fuel consumptions. Our system tracks certain trends as well as flag potential problem areas before they become a roadside situation. Driver Daily Pre-Shift Inspection These are the procedures that each driver follows every day before their vehicle is put into service: Each driver receives a pre-trip form Beginning mileage and start time of the manifest must be documented Horn is checked to make sure it is working Windshield is checked for any cracks and chips, and windshield wipers are checked to make sure that there are working properly All mirrors are checked for any cracks and chips Tires are checked for air pressure and proper tread wear levels Seat belts are checked to make sure that they are all working properly Wheelchair transport equipment is checked and confirmed to be operational Directional signals, back up siren, and hazards lights are checked All drivers checked to make sure that make sure that they have enough wheelchair tie downs and seat belts for the number of wheelchairs that the van holds Water is checked Oil level is checked when the van is off to make sure it is at the correct level Transmission level is checked when van in running to make sure it is at the proper level Brake fluid and windshield wiper fluid is also checked Each driver must have their driver license and DOT card, and the vehicle must have a gas card and Insurance card Specification Number PD

27 ITL Solutions Once the driver has inspected their vehicle, the correct boxes are then checked on the pre-trip form. The form is then signed and dated. A copy of the pre-trip form is then kept in the office and the driver keeps the other copy inside of the vehicle folder. If the driver finds a problem with the vehicle during the inspection, he or she will then bring it to the attention of the supervisor. If the supervisor can t fix the problem at that time, the driver will be given another vehicle to inspect and use. ITL's Formal Preventive Maintenance Program ITL utilizes a progressive, mileage based preventive maintenance ( PM ) program that meets or exceeds the standards of the vehicle or component manufacturer and the RFP. ITL also monitors repair trends and modifies the PM requirements for that vehicle type as appropriate. In addition to the mileage-based PM program, ITL performs additional inspections (see below). Before the arrival of any new equipment or the beginning of a contract, all PM procedures are reviewed and modified as necessary. A vehicle inspection will also be performed on newly arriving equipment and a record made in the vehicle s permanent file. Where the equipment is used, maintenance records are also reviewed; based on the vehicle and record inspection, a PM will be performed as appropriate. Vehicle mileage and PMs performed are tracked and that information then generates the PM due report. Mileages are obtained and input into the system. When a category of PM is due, our in house, certified mechanic will be issued a schedule of inspection and activities to perform. These forms vary based on the type of equipment and the interval. Again, in all instances the activities meet or exceed manufacturer, regulatory and contractual requirements. Completed PM forms are then reviewed, and the date and mileage of the PM input into the tracking system. General A-Level PM are done at (3,000 mile) intervals by a certified mechanic that will do all preventive maintenance and minor repairs. All PM S class B-Level (6000miles) & C-Level (24000miles) will be completed at the ITL contracted maintenance facilities. All paper work on vehicle mileage, PM performed, and any item repaired. Fluids added will be kept on our Database with a hard copy in the vehicle file. Vehicle Repair and Daily Maintenance ITL is committed to providing well-maintained vehicles on this project. Our vehicles all receive preventive maintenance as well as corrective repairs in conformance with all government regulation, all contractual requirements and all standards of the vehicle/component manufacturer. DV Luxury s maintenance facility and equipment is maintained in conformance with all regulations and contract standards. Specification Number PD

28 ITL Solutions All mechanical, electrical and hydraulic systems are maintained in proper working condition including but not limited to air conditioning and heating systems, ramps, communications equipment, lighting, and upholstery. All body damage to vehicles is repaired in a timely fashion. Vehicles are kept clean, including engine areas, as well employ part-time cleaning staff every weekend. Vehicles that do break down are expeditiously towed with licensed tow equipment. Proper repair records are kept on breakdowns, vehicles out-of-service, and all repairs performed. Records are made available for inspection on request. Our Logistics Director monitors vehicular and department performance, including repeat failures, and takes appropriate action. Our maintenance contractors possess proper qualifications for each repair that we perform. Maintenance contractors are also properly trained and supervised, and have the proper equipment, tools, parts and supplies to perform their jobs. Whenever we subcontract for a particular maintenance function, we always closely monitor vendor performance and take corrective actions taken if required. Contingency Plan - ITL has a plan for delivering services during weather-related emergencies, natural disasters, etc. Our company is uniquely positioned to deliver our proposed services during weather-related emergencies, natural disasters, and other catastrophic events due to our superior communications capability, level of computerization, flexible large fleet, and 24/7/365 business model. Since we never close, we have professional office staff, plus professional drivers always on duty, always with two-way radio communication, and always with electrical power (see below). Our software capabilities allow ITL to, at a moment s notice; completely change the schedule of every driver in our fleet. Regardless of prior scheduling, our GPS-linked communications system, in combination with our routing and scheduling soft-ware, permits us to change schedules and to re-route passengers to the closest vehicle to that member, to identify the closest safe haven (their home, senior center, community center, hospital, medical center, emergency room, etc.) for passengers in need of medical attention or to simply provide emergency shelter. Further, we can switch from any pre-arranged schedule to our emergency contingency mode in a matter of minutes. ITL has the capacity to provide innovative backup solutions to operate in the case of a natural disaster or power outage. The vital operating circuits in ITL s office are hardwired to a generator outlet which provides backup electricity to maintain continuous power and stay in operating mode in emergency situations. DV Luxury s physical plant features an automated propane generator that is deployed immediately and automatically should our building lose power. Unlike some generators that might only provide power to Specification Number PD

29 ITL Solutions the dispatch center, our generator powers the entire building with all power needs (lighting, communications and IT equipment, air-conditioning/heat, etc.) being met and work continuing without interruption. Performance Monitoring Record and investigate and resolve passenger complaints and commendations according to the performance measures required as part of this contract, and shall provide, no less than on a monthly basis, a record of any and all complaints and commendations to the CTC/County. ITL strongly believes that customer input is one of the most important methods available for monitoring service. This input includes complaints, compliments and suggestions. Acting on the input provides a method to reward or discipline, to improve procedures and to maintain customer relations. We do not see a complaint as a problem, but rather as an opportunity to improve something about our company that will allow us to offer even better service to the public. ITL always takes steps to eliminate or minimize the circumstances which give rise to complaints. As a part of its continuous improvement and quality orientation, the company will encourage customers to voice any dissatisfaction with the service or any suggestions, so that the service can be further improved. Complaints can be defined as any written or verbal communication provided to the company, to drivers, or to officials regarding adverse service. Each complaint received will be documented, investigated, and acted upon, regardless of the source of complaint information. Permanent records of all complaints will be maintained and copies furnished on a Specification Number PD

30 ITL Solutions periodic basis or on request in addition to the statistical summaries of complaints to be provided. If the complainant leaves his/her name and telephone number, a follow-up is made with the customer. Complaints, compliments, incidents, and suggestions received will be carefully documented on an input form. The form information will include but not be limited to: Initial Category: Complaint, Compliment, Incident, Suggestion, Other Driver or Employee Involved and ID Number Date and Time of Incident Description of Incident Person Contacting: Name, Contact Information Supervisor Taking Report and Any Comments Driver or Employee Response Attachment Management Investigation Management Action Category (will be used in statistical tracking). Manager Acting, Signature and Date Feedback Record (Telephone, Mail, etc.) All reports are filed by date and will be available for review at any time. Another copy is placed in the driver or employee file, if applicable. In the case of driver complaints, after the investigation, the operator, depending on whether he or she has had any previous incidents and depending upon the severity of the incident, may be verbally warned (with this action noted on the file report form), given a written warning (an operator must sign a write-up with a copy going in the operator s file), or removal from the program. ITL will in all cases exceed expectations in the handling and management of complaints. Complaints and compliments will be categorized for statistical tracking purposes. For example, by categorizing complaints separately, it is possible to detect potential trends in service level. Reports from this system also provide the ability to review summary information. Trends in complaints will be reviewed by management and communicated on an ongoing basis. ITL continuous improvement philosophy results in decreasing complaints and increasing compliments. Our policy on complaints is to treat each incident seriously as our company is in a mode of continuous improvement. We will investigate each incident and work to reach a satisfactory resolution for our client and/or members of the public. We view service issues, especially complaints as opportunities to improve Specification Number PD

31 ITL Solutions our service through client feedback! We not only welcome client feedback, but we rely on our clients to keep us informed about their transportation experiences. This policy helps ensure that the drivers and employees maintain the professional standards required of all ITL team members. We are able to provide safer, more professional service with the knowledge we obtain from this process. Each incident involving a service issue will be handled in the following manner: 1. All Compliments & Complaints will be forwarded immediately to the Manager on Duty 2. Driver or Employee will be spoken to about the incident 3. Any actions necessary to resolve the incident will be taken Marketing and Outreach We Are Already Part of the Community The owners of ITL Solutions have a long history of community outreach in Escambia County. We have been very active in reaching out to the community over the years, and we will continue to do so with this proposed service. For this project, ITL Solutions will engage the local community, including potential riders, local municipal agencies, local businesses, and educational and training institutions. We will communicate with them regarding this paratransit service for their feedback on aspects of such a service that would be of the most value to the community. We will work closely with current riders that are part of advocacy organizations as well as with non-profits that focus on the needs of elderly and disabled citizens. We will then take that feedback and use it to improve on response times, customer service and sensitivity training. It is our stated mission to improve the quality of life of those utilizing the paratransit services. Community Education & Outreach As a premier operator of transportation for the elderly, disabled, indigent, and infirm residents of our region, we understand the importance of working with both direct and indirect clients throughout the service area. We know that Escambia County's current or potential clients include riders from local area social service agencies, hospitals, clinics, senior living centers, retirement communities, assisted living centers, government agencies, universities, schools, insurance agencies, travel and transportation attractions centers, major employers, other local area business and individuals. Many riders emanating from these entities are already clients of ITL Solutions. If County staff will be participating in an event and would like the support of ITL Solutions management in attendance at that event, we would consider that our duty. If the County is meeting with a rider target group and is providing information about transportation services, we will be Specification Number PD

32 ITL Solutions at that event to explain to the public how the paratransit service operates, as well as being available to answer any questions as they pertain either directly or indirectly to this service. Improving Access We understand how important it is for everyone in our community to have access to community resources. Improving access to care for disadvantaged populations can reduce local and national health care costs, offsetting the increase in transportation costs. ITL has already began to partner with local for profit and non-profits to aid all of Escambia County s disadvantaged populations in getting access to food, community activities and resources. Community Events Both On-site and Off-site Should County staff ever need to conduct any community outreach either during the working day or after hours, including weekends, ITL Solutions will accompany staff to assist in attending such an event. ITL Solutions would also be glad to provide, without additional charge, a driver and a paratransit vehicle for any demonstration projects, such as health fairs, clinic openings, or any other community events. We see ourselves as the partner of the County, and participating in any such activity would not only be our pleasure, but also our responsibility. 2-6 Experience and Qualifications Provide an organizational chart specific to the personnel assigned to accomplish the work called for in this RFP; illustrate the lines of authority; designate the individual responsible and accountable for the completion of each component and deliverable of the RFP. Organizational Chart Specification Number PD

33 ITL Solutions Harold Griffin Jr. Director of BD/ Project Manager General Manager Upper Mgmt./Support Staff Assistant General Manager Braxton Griffin Director of Logistics Assistant Project Manager Office Manager/ Admin Services Customer Service/ADA Manager 34 Drivers Customer Service Scheduler Dispatchers Specification Number PD

34 ITL Solutions Provide a personnel roster that identifies each person who will actually work on the contract and provide the following information about each person listed; [a] title, [b] resume, [c] location(s) where work will be performed, [d] itemize the total cost and the number of estimated hours for each individual named above. ITL s management team for this project has over 50 years of combined experience in the paratransit and transportation industry with; a history of providing elevated levels of service with greater efficiencies. ITL understands that access to transportation, and proficient transportation systems directly affect the overall health of the communities we serve. Our goal is to provide innovative solutions and solve the problems that the county is currently having with pasts and present vendors. Meet Our Management & Support Staff: Harold Griffin Jr, Director of Business Development Harold brings over 10 years of customer service management experience and 7 years of transportation management experience. He is a lifelong resident of Pensacola and graduated at the top of his class from Florida Agricultural & Mechanical University with Bachelor of Science degree in Accounting and a Minor in Finance and Business Administration. He has completed Transit & Paratransit Management training. Harold will serve as our Project Manager and will oversee our management of the Escambia County Paratransit System, project finances and our Community Outreach Program to ensure customer satisfaction. Harold will work closely with the General Manager, County staff, and support staff to ensure the efficiency of personnel, effectiveness of communication, and an elevated level of morale within the operational area. He brings valuable experience from previous positions as a project manager, customer service manager, driver training and is committed to exceeding your expectations regarding service quality, passenger growth, and responsiveness to stakeholders needs. He will make certain all management and staff clearly understand Escambia County s goals and are compliant with the contract. Braxton Griffin, Director of Logistics Specification Number PD

35 ITL Solutions Braxton brings over 7 years of transportation management experience, including safety and training, maintenance, labor relations and operations. He has managed and supervised compliance operations dealing with state and federal regulations. He studied at the University of West Florida and Florida A & M University and earned a degree in Business Administration. Braxton is a certified National Safety Council Defensive & Distracted Driving Trainer and is also certified by the FDOT in Paratransit & Transit Operations and on ADA Etiquette for Paratransit Operators. He will serve as our Assistant Project Manager oversee our management of the Escambia County Paratransit transportation system, safety & training standards, and our Community Outreach Program. He will also ensure that management and staff clearly understand Escambia County s goals and are compliant with the contract, state and federal regulations. Douglas Cross, Mobilization & Operations Mr. Cross is an experienced transit/paratransit planner and manger with over 33 years of experience in the transit industry. For 12 years, he serves as the Accessible Services Manager for AC Transit (Oakland) and Sacramento Regional Transitwill. During his tenure, there he was responsible for coordinating all aspects of fixed route bus and light rail accessibility, managed contracted regional ADA paratransit programs, and he also developed innovative accessibility programs and vehicle features. He also served as the operations manager for three 40-vehicle paratransit operations, in Oakland, Cincinnati, and Lake County (Ohio). He brings valuable experience to funding, operations, training, policy & industry standards and public involvement. James Whitmire, General Manager James comes with a decade of well-rounded experience in the transportation industry and seven years in management ITL Solutions is very proud to propose James Whitmire as General Manager for Escambia County Paratransit Services. During his management tenure, he served as the General Manager for a private company providing medical transportation in Bryan, Glynn, Liberty, McIntosh and Camden Counties in Georgia. There, he stabilized the workforce, ensuring operator and staff success by giving operators all necessary tools, documentation, training and equipment. His previous experience also includes serving as the Operations Manager and Safety Manager for fixed route and paratransit services Lawrenceville, Georgia. He also has experience in scheduling and dispatch for paratransit operations, including a significant amount of experience with RouteMatch. We are confident he will oversee onsite management and ensure operational success. Support Staff Specification Number PD

36 ITL Solutions Harold Griffin Sr. Harold Griffin, Sr. is a lifelong citizen of Escambia county and serves as our Director of Human Resources. He will be responsible for employee training, labor relations, negotiations, employee relations, and marketing for passenger growth. Mr. Griffin has over 25 years of experience with government and corporate management and policies. He s also a community activist and very much involved with church and civic organizations throughout the Escambia county area. Mr. Griffin received his Bachelors of Science degree in Computer Science Technology from Alabama A&M University. He s a retired Department of Defense Computer Specialist. He served as a Technical Project officer within the Defense Finance and Accounting Services (DFAS) agency. He has experience in negotiating with unions, independent contractor negotiations, Equal Employment Opportunity Commission(EEOC) and improving employee relations. We are confident that he will provide the needed consistent support for the staff of the Escambia County operation. Pat Scanland Pat has worked in nonprofit organizations and colleges for over 35 years providing such services as: planning, organization and program development, program management, board and staff development, financial management, evaluation, nonprofit capacity building, and fund development. Pat has taught courses for the University of South Alabama s Department of Continuing Education in Nonprofit Management and Grant Writing for over 20 years and also teaches seminars for other organizations. Pat is a native of Mobile with college degrees from the University of Louisiana at Monroe; Loyola University, New Orleans; and the University of South Alabama. Her experience will be extremely valuable to the Escambia County Paratransit operations. Our support staff includes expert professionals who aid in improving service and reducing costs. Our support staff assist with safety, labor relations, human resources, operations and with technology. Our upper management and support staff provide the needed support that the on-site management and drivers need to focus on the day-to-day tasks of overseeing the Escambia County operations. Location Where Work Will be Performed Specification Number PD

37 ITL Solutions Make a reasonable attempt to relocate the operations office to an area near and/or within a 5-mile radius from the current ECAT facilities located at 1515 W. Fairfield Drive in Pensacola, Florida. We will operate these services out of 315 S A Street Pensacola, FL Our location will be fullyequipped with a 24-hour video surveillance system and fully fenced in to ensure vehicles are safe and secured. Our location is exactly 3.5 miles from the ECAT facility. This meets the 5-mile radius request from the ECAT facility stated in the RFP. See table on following page. Project Staffing Specification Number PD

38 ITL Solutions Position FT Employees Year 1 Pay Scale General Manager 1 FT $60,000 annually plus performance bonus Assistant General Manager 1 FT $50,000 annually plus performance bonus Office Manager 1 FT $17.40-$17.50 per hour, plus performance bonus Customer Service/ADA 1 FT $17.20-$17.28 Manager Scheduler 1 FT $12.48-$12.61 Reservationist 2 FT $11.25-$12.00 Dispatcher 3 FT $11.73-$12.15 Fleet Attendant 1 FT $11.25-$12.15 Driver 36 FT $11.23-$13.00 Maintenance Total Position Outsourced to Escambia County Local Partner 47 FT Employees Job Duties General Manager Complete oversight of operations, maintenance, safety and administrative duties Primary liaison with customer Provide leadership and support for all project personnel Cultivate and maintain a strong safety culture and encourage continuous improvement Assistant General Manager Conduct or supervise interviews and employee selection Conduct or assist General Manager with safety training and meetings. Specification Number PD

39 ITL Solutions Review accident reports to reduce number and severity of accidents, maintain complete safety files Reviews issues noted on driver inspections that were not emergencies Office Manager Payroll and benefits Prepares all financial and TripSparks performance data reports Facilitates administrative activities Customer Service/ADA Manager Maintain accurate and current files, providing monthly certification reports Customer relations, ADA applications Taking trip calls, negotiating rides, scheduling trips and managing daily manifest schedules Scheduler Updating routes as needed for maximum efficiency Servicing on demand rides Communicating with drivers Dispatcher Updating routes as needed for maximum efficiency Servicing on demand rides Communicating with drivers Keeping management updated on what is happening on the road Fleet Attendant Helps ensure all vehicles will be maintained in good overall operating condition. Specification Number PD

40 ITL Solutions Ensures all vehicles undergo a deep cleaning and sanitizing by washing all windows, seats, floors, seatbelts, lifts, etc., with a germ-killing cleanser. Performs minor repairs and oil changes (if applicable) Driver Provides safe transportation and high quality customer service to the passengers Perform scheduled route, assists passengers as needed, complete pre-trip and post-trip vehicle inspections Our Commitments to Escambia County Commitment to Service ITL's Value Based Approach We pride ourselves in only offering solutions that will benefit and enhance the paratransit services. Our approach is centered around analyzing the current transportation system and determining what can be done to improve the quality of service, reduce costs, and increase efficiency. ITL strives to provide the highest quality of service of possible. To achieve this, we have invested internally and created our own extensive training program. This ensures our drivers are receiving the best training available. We also work hard to recruit and retain highly motivated, service oriented employees and drivers/transportation providers. These practices have allowed us to maintain an on-time and customer satisfaction rate of over 98%. Lastly, ITL promotes and cultivates a collaborative team environment across all levels that is built around innovation and collaboration. ITL is not simply satisfied with creating solutions that work. Our commitment to continually enhance our services and processes is what gives us our competitive advantage. ITL will Specification Number PD

41 ITL Solutions partner with local providers and organizations to help maximize the resources available within the community. Innovation is what allows us to find solutions for our clients most complex problems. ITL Management Selecting/Training/Managing Drivers ITL is owned by concerned, qualified professionals, and our drivers and staff provide the highest quality service to the public. These individuals provide the direct source of customer satisfaction on every trip. Our process and procedures for providing qualified drivers: Begins with an effective recruitment, selection and screening process Continues with comprehensive new driver and follow up training And is then ensured in an ongoing manner by monitoring and effective management techniques including: Driver Recruitment and Selection Pools Driver Qualifications and Minimum Standards Background and Driving Record Searches Selection Procedures for Drivers to Exceed Standards Documentation and File Procedures Follow-up on Driver Turnover and Other Efforts to Maximize Retention ITL staffs our fleet with qualified drivers with appropriate skills including but not limited to relevant experience, safe driving habits, and good physical health, ability to learn and successfully complete training programs and provide high quality service, and proper attitudes towards end users. We will ensure any subcontracted providers also agree to these requirements. An important policy assurance is that wherever the contract, our standards or any regulatory requirement vary in exact wording or content, our policy is that the more stringent applies. Additionally, drivers must meet all qualifications and licensing requirements of the local ground transportation regulation authorities. Drivers must clear background checks on their driving record and criminal record prior to driving. Personnel Safety, Defensive & Distracted Driver Training We train our personnel, particularly our drivers, what to look for in advance to reduce the possibility of accidents. Caution in all weather conditions from bright sunlight to the darkest stormy nights are covered in this program. Feedback from our drivers has always been positive after participating in this program; they comment that they are more alert in their own vehicle as well as company vehicles after attending. Specification Number PD

42 ITL Solutions Accident/ Incident Protocol In the event that there is an accident or incident, we are prepared to respond and investigate in such a way to minimize any negative effects on the service we provide. Each vehicle is currently equipped with an emergency kit which includes step by step written procedures for the staff to follow immediately following an accident. Passenger safety and medical personnel response are of the most important aspect of any postaccident scene. After all persons involved are attended to by the appropriate personnel, then the postaccident investigation begins. We train our drivers the importance of collecting as much information at the scene as possible. Commitment to Excellence Since our founding, ITL has prided itself on upholding the highest safety and service level standards. Our logistics program is built around our defensive & distracted driving program; which is administered inhouse by our National Safety Council Certified Managers. Here is more information: ITL s Certified Driver Training Program Safer Drivers, Safer Roads Motor vehicle collisions are the leading cause of death and injury in the workplace and the cost of a single accident could easily exceed $1.4 million. A defensive driver safety program like ours can reduce risk and keep people safer on the road. We have invested internally in our staff in order to ensure the service is safe, free of negligence and reliable. Training Program Benefits Cost effective training solutions Immediate and post-incident training, when timing is crucial New employee or refresher training Save lives and to reduce the risk of life-altering injuries within your workforce. Reduce insurance premiums and fleet repair bills Improve productivity by keeping employees safe, on and off the job Specification Number PD

43 ITL Solutions Commitment to Quality Driver/Operator safety is not only crucial to just transportation networks and programs, but it is also key to having safer roads within our communities; which in returns provides all of us a safer environment to live and do business in. Safer roads make our communities more livable for everyone! Reliable and high-quality transportation allows the visitors and residents of Escambia County to live the quality of life they choose to live. A quality paratransit Driver Training ITL currently has a comprehensive driver training program. The drivers selected to participate in Medicaid transport or Paratransit service will receive our standard driver training, plus more specific training geared to transporting disabled riders and special needs clients. Driver training focuses on the following modules: Vehicle Operation Ability to safely operate vehicle, including on-the-road testing by trainer Deployment of wheelchairs, ramps, other equipment for disabled riders Physical ability to push, pull and tie down wheelchairs. Working knowledge of the safe operation of vehicles. Completion of driver safety program Completing the Daily Pre-Trip Inspection Form Specification Number PD

44 ITL Solutions Driver Communication & Navigation Skills Classroom training on communication skills and related equipment. Training on Mobile Phone and radio communication Ability to interpret and communicate schedules and manifests. Ability to determine location of street addresses via map and map book Ability to determine location of street addresses via GPS Ability to comprehend geography of service area. Customer Service/Sensitivity Training Ability to deal with issues with riders, problem solving skills Training on displaying positive attitude, & sensitivity to passenger needs. Ability to work independently, to exercise good judgment, and to request assistance where appropriate. Post-Training Testing, Regulatory Compliance, Defensive & Distracted Driving Ability to complete all required training programs Ability to pass all applicable skills test. Ability to pass a DOT drug test & receive a certificate from a qualified physician. Ability to pass Level 2 background record check including criminal convictions search and MVR. Specification Number PD

45 ITL Solutions Call Center Staffing & Training We will creatively design the best possible call center/dispatch service at our facility. This approach allows for a holistic approach to the service needs of each county. Thanks to our paratransit expertise, we can bring as little or as much as you need from us to your service. In addition, we can offer call center management and capacity management approaches that can improve the service and reduce cost. We will design the perfect call center to optimize all of the vehicles and contractors in the service network. ITL s highly trained customer service staff will streamline operations from reservations through reporting and we are always available to answer questions and solve any service concerns. Our crossed-trained scheduling, reservation and dispatch teams are responsible for: Quality assurance Complaint resolution Reporting Invoicing We understand that some are technologically savvy and others are not. We want to make access to the transportation services easy, so members can reach us as they prefer by phone, fax, , mobile and desktop. We also offer multilingual services to ensure all members reach a friendly, helpful representative. ITL Solutions is dedicated to its employees, after onboarding training employees receive ongoing training and assistance with professional development. We also monitor engagement and practice performance based decision making to ensure we retain the best. We fully understand that demand for this service may only increase, and the local call center must be able to adapt and efficiently meet demand. As the needs of Escambia County change, we are able to customize and update our solution without experiencing any delays in the services. Our management practices and ability to interpret the data & reports allows us to identify potential problems before they become big. Specification Number PD

46 ITL Solutions Performance Based Incentives Bonuses We believe that everyone should be rewarded for the success of the paratransit program. The staff will be rewarded with a bonus at year end if the Paratransit Program is meeting and/or exceeding the County s outline performance standards. Livable Wages & Benefits A successful Paratransit system depends on high quality, reliable and service-oriented drivers. Without these types of professional drivers, people would not be able to get to work, school, to the grocery store or even to the doctor. Drivers cannot focus on doing their job well when they aren t making a livable income. ITL Solutions has already reviewed the Labor Agreement between the Amalgamated Transit Union 1395 and the current contractor and the Livable Wage rate for Escambia county ( to ensure we have more than met the current standard. ITL Solutions will begin all new/current employees at a pay wage between $ $ Our mission is to use our service to improve the quality of life in the Escambia County community and that includes our drivers and all employees as well. Grant Writing Our support staff includes Pat Scanland who has over 36 years of experience in writing grants for government agencies, colleges, universities, local governments and non-profits. Our management and staff members are familiar with the Federal Transit Administration (FTA) reporting requirements, including Uniform System of Accounts requirements and National Transit Database (NTD) reporting. We gather and maintain all information in compliance with the Uniform System of Account and will submit the information to Escambia County to enable submittal of NTD reports to the FTA along with the other required reporting areas. Driver Recognition Specification Number PD

47 ITL Solutions ITL Solutions Will Implement an On-Going Campaign of Public Praise and Recognition Upon the contract's inception, ITL Solutions management will institute an on-going campaign of Public Praise and Recognition. A big part of our campaign of public praise and recognition will be the establishment of a Driver of the Month Award. This winner of this award will be chosen by company management based on driver evaluations, customer feedback, and input from company personnel, clients, as well as county staff. The award will be presented publicly, perhaps utilizing the paratransit vehicle depot and conducting a small ceremony, with refreshments, at a scheduled time once per month. The driver selected for this award will receive a framed testimonial commemorating his or her achievement, as well as a gift card to a local restaurant. We will memorialize the presentation with a photo, which will then be distributed to local media accompanied by a press release. With this Driver of the Month Award program as well as other methods of public recognition, we aim to reinforce positive and exemplary behavior, bolster driver morale, and create role models within our fleet that other drivers can emulate. It is our goal to elevate the overall attitudes of all employees by giving them something to strive for while demonstrating that ITL Solutions is committed to rewarding good performance. Locally Managed We are glad that Escambia County understands the value of choosing to do business with a local company. National companies that do not have a local base of operations in a particular city, who then win a local contract, usually run their operation with the same employees who previously worked on the contract or for a local company. While the national companies claim, they bring with them expert administrative functions like contract management and quality assurance, in actuality, they are using local managers, drivers, dispatchers, and customer service reps. The result? The national company winds up using the same exact personnel to operate the transit system that the local company would have used, yet it does not have the benefit of local managers and upper management who are already familiar with the Escambia County area and the employees. Local management must have confidence in upper management. Local companies grow as their communities do, and most often they contribute to that growth. National companies, as good as they are perceived to be, they usually do not have the same business development objectives of local companies, or the same philosophy of growth. This is not to criticize national companies, but rather to show that their goals may be different. The fact is that their main goals are to increase total annual revenue and total annual profits. They are not necessarily invested in the future of Escambia County. Specification Number PD

48 ITL Solutions Follow Through The fact remains that any contractor can and will make claims to what they will do once awarded the contract. We plan to follow through on our commitments and improve the quality of the paratransit service and the Escambia County community. As a local company, we cannot hide from our mistakes, as we conduct our business in the same local neighborhoods every day. Secondly, our philosophy includes the fact that, as a local company with local drivers and local employees, we are only interested in serving the citizens of Escambia County. We cannot afford to be anything but excellent, since we will always be here in Pensacola. That is why we will continue to succeed in providing Escambia County with the same highquality service we have brought, but more importantly we will follow through on our commitment to improving the Escambia County Paratransit service. Specification Number PD

49 ITL S olutions Innovative Transport & Logistics Solutions Provider/Driver Manual ITL Solutions Provider Driver Training Manual Acknowledgment Form Specification Number PD

50 ITL S olutions I have received the ITL Provider Driver Training Manual, and I understand that it is my responsibility to read and comply with the policies contained in the manual and any revisions made to it. The manual describes important information about ITL. I understand that this manual replaces any previous understanding, practice, manual, handbook, policy or representation concerning the terms and conditions of driving for the ITL. I understand it is my responsibility to retain a copy of this manual and to request a new copy if mine is lost or damaged. I understand that the manual is not intended to express or imply any contractual obligation to follow any stated policy or procedure with respect to the termination or continuation as an ITL provider driver. Driver Signature Date Driver Name (please print) License # Car # This acknowledgment must be signed by the ITL provider driver and returned to. Table of Contents Introduction Day and Hours of Service A. ITL Policies and Procedures Licensing Criminal Background Check Physical and Drug & Alcohol Testing Specification Number PD

51 ITL S olutions Training B. General Guidelines / Requirements Attire / Personal Appearance Smoke Free / Tobacco Free / Fragrance Free Vehicle Vehicle Condition Communication Tipping Policy Physical Ability of the Driver Snow / Ice Day Policy Removal of Driver for Cause C. Customer Service Americans with Disabilities Act (ADA) Wheelchair Passengers Non-motorized Wheelchair Passengers Lift Vans / Scooters Four Point Tie Downs Passenger Relations Conversations with Passengers D. On Board Policies Attendants Guest or escorts Medical Condition of the Passenger Transportation of Children Seat Belts E. Schedule Adherence Pick up - 15 minute leeway; 5 minute wait Add-on Trips Cancellations No Shows Transfers Accidents Specification Number PD

52 ITL S olutions F. Paperwork completion Time Frame for Submitting Paperwork Reimbursement Checks H. Financial Penalties I. Questions Specification Number PD

53 ITL S olutions Introduction ITL schedules and disburses a wide variety of trips: pre-routed trips (called routine) same day add-ons, ride sharing, pharmacy curb-to-curb and special transportation service. Routine The majority of ITL passengers are routine trips. They are prescheduled & provided to the drivers the previous day. Same day Add-Ons ITL passengers may have same day add-ons that are communicated from dispatch to add to the schedule. Ride Sharing Sedans may carry up to four (4) passengers, mini vans may carry six (6) passengers, vans, and dependent upon the seating arrangement may carry six (6) or seven (7) passengers and/or attendants at one time. To increase efficiency, passengers must often ride while other passengers are picked up and dropped off. Drivers are to open the vehicle door for the passengers getting into and out of the vehicle. Front seating is required if the backseat is occupied. Unless it is a cash client, passengers are not allowed to request exclusive transportation. Pharmacy trips After the completion of an appointment, the passenger may need to be taken to a pharmacy, medical lab, or radiology facility. These trips are not scheduled and are requested by the passenger following a doctor visit. These are same day add-ons ONLY if approved by ITL dispatch Curb to curb Drivers are required to pick up the passenger at the curb of the pick up location and drop off at the curb of the destination, unless the notes indicate that door-to-door service is required. If door-to-door service is required, the driver must go to the door and escort the passenger to and from the vehicle and door of their destination but are not permitted to enter the passengers home. Special transportation service Drivers are trained to handle a variety of disabled and elderly passengers safely. Drivers will be shown safe operation of a wheel-chair vehicle and safe handling of a wheelchair passenger. Drivers will learn safe transport of a wheelchair passenger in a curb or curb-like situation. IMPORTANT: Wheelchair bound passengers are not to be lifted, carried, or transported up or down steps or stairs of any kind. Specification Number PD

54 ITL S olutions Day and Hours of Service ITL transportation is available to clients with prior authorization from the ITL Monday through Saturday during the hours of 5:00 am to 9:00 PM, Monday through Saturday; 5:00 am to 9:00 PM Sundays. Special arrangements can be made for transportation outside those hours, including national holidays. A. ITL Policies and Procedures Licensing The driver s driving record will be checked for moving violations and accidents. Drivers must have a valid Florida driver s license and a valid permit. A driver must be 21 years of age or older and have a driving record with not more than a combination of two (2) moving violations or accidents within the previous 12 months and no record of DWI or DUI. It is the driver s responsibility to notify in writing of any violation of any state law or local ordinance relating to motor vehicle operation other than parking violations. Drivers must inform when their driver s license becomes invalid or suspended for any reason. Drivers must notify of any citations for moving violations received or accidents either on or off the job. All accidents must be reported immediately to dispatch. Afterwards, the driver is to report to the office for an interview with the manager. Drivers must not have any convictions or pending hearings pertaining to harm to a child(ren), sexual misconduct, or a drug offense. Criminal Background Check A criminal background check will be completed on the driver prior to training. Drivers who have charges pending, admitted guilt or been found guilty including Deferred Adjudication of committing a felony or a misdemeanor may not be eligible. This includes offenses in which probation was granted, excluding minor traffic violations but including DWI or DUI. Physical and Drug & Alcohol Testing All drivers are subject to drug and alcohol testing. This includes pre-employment, post accident, random and reasonable suspicion drug and alcohol testing. If requested to take a drug test, the driver must arrive at the testing facility designated within four (4) hours, or he/she will be terminated as a ITL driver. Specification Number PD

55 ITL S olutions Training The driver will be trained to be knowledgeable of the following: Americans with Disabilities Act educating the driver in what disabilities are covered and to what degree they are required to assist. Schedule Adherence Training the driver to fill in pertinent information on the completion for all the forms required which may include: Cover Sheets, Trip Accounting Forms, Add-ons, Cancellations and No Shows. Defensive Driving Training method used is, and is required every year to renew the driver s contract. Sexual Harassment Prevention Acquaints drivers with the basic concepts of sexual harassment and review situations in which liability may be created. B. General Guidelines / Requirements Attire / Personal Appearance Drivers are not allowed to wear shorts, jeans, sandals, T-shirts or tank tops. Clothing must be clean and pressed. Drivers will maintain the highest standards of personal cleanliness while on duty. Hair will be clean, neatly cut, and well groomed. Mustaches, beards and sideburns will be neatly trimmed. Drivers are expected to possess a personality and attitude, which indicates their willingness to assist the senior and physically and mentally disabled ridership. Smoke Free / Tobacco Free / Fragrance Free Vehicle Drivers or passengers shall not smoke in the vehicle at any time. Drivers should avoid strong air-freshener sprays and heavy use of cologne as some passengers may have difficulty breathing when the use of a fragrance or cologne is used. Vehicle Condition Drivers are to keep the vehicles clean & the interior free of debris. All vehicles shall have operable air-conditioning & heating systems. All seatbelts shall be maintained in working order at all times. Communication Communication with the driver will be done either by telephone, two (2) way radios or system. All drivers MUST have a cell phone. Tipping Policy Tipping of drivers is permitted but NOT required. If any driver is found accepting tips in a manner that makes OTHER passengers feel uncomfortable, strict Specification Number PD

56 ITL S olutions sanctions and disciplinary action will be taken. These can include: fines, temporary suspension or termination. When receiving a tip, especially with other passengers present, politely thank the passenger and continue to do your job. Physical Ability of the Driver The driver must be able to perform the following physical duties without restrictions when assisting passengers: Stand outside the vehicle at the vehicle door when the passenger is entering and exiting the vehicle. Open and close vehicle doors. Fasten seat belts for the passenger if they are unable to fasten for themselves. Push / pull a wheelchair and it s passenger up or down driveways, curbs, and ramps exerting forces equivalent to lifting up to 50 pounds. DO NOT TRANSPORT PASSENGERS UP OR DOWN STAIRWAYS OR STEPS. Drivers are to offer assistance to passengers only by extending an arm for the passenger to hold on to. Never assist a passenger by touching them as physical contact by the driver could be construed as sexual harassment. Bad Weather Policy Some passengers that are subscription medical patients (pre-scheduled, recurring trips) must reach their designated medical center. Based on the weather conditions and locations of the passenger, the driver must contact the dispatch office, the client or medical center by phone to assure that the passenger still needs transportation to their appointment. All trips will be determined on a case by case basis as to whether the road conditions permit safe transportation to the appointment site. Removal of Driver for Cause The ITL retains the right to remove drivers for cause. C. Customer Service Americans with Disabilities Act (ADA) The training in this portion was obtained from PROJECT ACTION. It was developed with assistance derived from the Federal Transit Act, as amended through a cooperative agreement with the U.S. Department of Transportation, Federal Transit Association, and PROJECT ACTION of the National Easter Seal Society Specification Number PD

57 ITL S olutions The Americans with Disabilities Act requires that all forms of public transportation be made increasingly accessible to people with disabilities such as bus and contracted services. For non-disabled people, sedans may be just a more convenient way to go somewhere, but for people with disabilities sedans are sometimes the only way. In many cases, passengers with disabilities receive high quality contracted services. The ADA requires that contracted companies and drivers: 1) May not deny service to any passenger with a disability that can use the sedan. 2) Must be trained to properly treat and assist passengers with disabilities according to the nature of their disability. As a contract driver, you should be aware that refusing service or mistreating any passengers because of their disability could lead to termination and/or a lawsuit. Therefore, it is important for a driver to understand these three basic concepts regarding contractor service for passengers with disabilities. What disabilities are covered? Just about any disability you can think of is protected by the ADA. This includes but is not limited to passengers who have difficulty or are completely unable to see, to hear, to speak, to walk, to learn, remember or think clearly. It also includes passengers with conditions that could easily be misunderstood by the driver, such as Tourette s syndrome, seizure disorders or AIDS. As a driver, discrimination against a person with any of these disabilities is against the law. Which of these passengers can use your particular vehicle? It is estimated that 80% or more of the passengers with any of these disabilities can use a standard sedan. The ADA regulations give the following examples of who can use a standard sedan and clarify that it would be considered discrimination and therefore illegal: to deny service to any passenger in a wheelchair if they could transfer to a vehicle seat without being lifted and if their wheelchair can be folded and stowed in the vehicle; to require a passenger to wait for a specially quipped wheelchair accessible if they could use a standard sedan; to refuse to take any additional time to serve such a passenger or for refusing to stow a wheelchair since you do this with luggage; to charge an additional fee for any extra time and effort that may be required to serve a passenger with a disability; to refuse to allow a guide dog or other service animal to accompany any passenger who relies on such animal for assistance; to refuse service to a passenger because they talked, looked or acted different or strange because of Specification Number PD

58 ITL S olutions their disability. On the basis of these definitions it should be clear that the great majority of passengers with any disability are not only able to use a standard sedan, but are entitled to. How and to what degree are you expected to assist such passengers? There are a number of passengers with disabilities that a driver might find difficult if not impossible to serve with a standard sedan such as a passenger who could not transfer to a vehicle seat without being lifted out of a wheelchair; those with motorized wheelchairs or other devices that are too heavy to lift or cannot be folded for storage; or passengers with braces or artificial limbs who have a hard time bending enough to get into the vehicle. Of these regulations, one that concerns drivers the most is: Being required to allow guide dogs to accompany their passengers. When you see a dog with a harness and a handle that means it is a guide dog and that it s a working dog. It s very important that the dog pays attention to its master, who gives directions or commands. If you are concerned about pet hair being left behind, we suggest carrying a towel to throw over the seat before picking up your passenger and guide dog. Any driver refusing service to a passenger with a guide dog will be removed from participation in ITL transportation and will have their contract with the company terminated for cause. This is a zero tolerance issue. Wheelchair Passengers Non-motorized Drivers are not expected, nor should they ever agree to lift anyone out of a wheelchair. In order to use a standard sedan, the passenger must be able to transfer from the wheelchair to the vehicle seat unassisted and must be using a portable wheelchair that can be easily stowed in the trunk. Under no circumstances should a driver agree to push a wheelchair with a person in it up or down more than one step the height of a standard curb without assistance from someone else. The danger of losing control of the wheelchair, dropping the passenger and causing injury would be too great. Although portable wheelchairs come in many different designs, there are usually variations of two basic types. One is the standard collapsible frame wheelchair, which folds for stowing and has push handles and armrests. The other is the rigid frame wheelchair, which has wheels that can be quickly removed for stowing and usually no armrests or handles. Both types are lightweight and designed to be easily stowed in a standard sedan. Specification Number PD

59 ITL S olutions When assisting the wheelchair passenger to the cab door, drivers should get out of the vehicle, approach the passenger and introduce themselves. The driver should ask the passenger if they need any assistance. If the passenger has asked for assistance, push their chair to the door and position it as close to the vehicle seat as possible. Ask the passenger if he/she wants the chair held or brakes locked while they transfer to the seat. Next, unlock the brakes if necessary and roll the wheelchair to the rear of the vehicle. To fold a collapsible frame wheelchair: Lock both brakes, place both hands under the front and rear seating area, tip the chair towards you just enough to take the weight off the outside wheel. Then, simply pull straight up on the seat. It will collapse and fold. To pick up the chair, grab it by the frame and stow it in the trunk or rear of the cab. Do not grab the armrests or the footrests because they are removable and may come off. To open the folded wheelchair tip it towards you again and push down on the inside edge of the seat bar and the chair will open. If you cannot get your vehicle close enough to the curb, you might be asked to push the wheelchair with the handles up or down a curb, to get your passenger to the cab door or back on the sidewalk. To go down a curb, position the wheelchair with its back to the curb. With the large wheels on the edge of the curb and both hands on the handles, roll the large wheels backward over the edge of the curb, gently leaning into the wheelchair as it touches the street level. Tilt the chair back and pull it until you see the curb over the footrests. Put your foot on the tilt bar and slowly lower the front wheels to the ground. To go up a curb, position the wheelchair with the passenger facing the curb. The procedure is just the reverse of going down, except the wheelchair must be deliberately tilted back. Be sure to warn your passenger before tilting so they won t be alarmed. To tilt back, put one foot on the tilt bar and use both hands to push down on the handgrips. Push the wheelchair to the curb allowing both large wheels to touch the curb and with a combination of pushing and lifting motion, roll the large wheels up and over the curb. Wheelchair Passengers Lift Vans / Scooters The procedures for loading/unloading special needs passengers are quite different from loading/unloading general passengers. Follow these following instructions: 1. Load/unload facing passenger outwards; locking brakes and turning off the power on electronic wheelchairs and scooters Specification Number PD

60 ITL S olutions 2. Secure passenger following the four-point tie down procedures. 3. Wheelchairs should be transported in a forward-facing orientation; 4. The manufacturer s designated securement point, if so labeled, should be used whenever possible; 5. Both front and rear tie down sites should be just below the seat at welded sites; 6. Each strap should be at a 45-degree angle from the floor; 7. The lap belt should be at a 45-degree angle across the occupant s pelvis. When using an integrated system (in which the occupant restraint is attached to the rear tie downs of the wheelchair securement system), the rear wheelchair securement site must be selected with this in mind; 8. A height adjuster may be required to achieve appropriate belt position, if the chair is small; 9. On a tilt-in-space wheelchair, the four sites must be either on the base of the wheelchair or on the seat/frame portion of the chair. For example, it is not effective to have the front hooks on the base of the chair and the rear hooks on the seat/frame portion of the chair since it would create a teetertotter effect; 10. Wheelchair securement points must not be on the removable parts of the wheelchair, e.g., armrests, leg rests, removable wheels; 11. Wheelchair securements must not be on the crossbar, since this allows many wheelchair to collapse; 12. Wheelchair axles are not a first choice, and should only be used if hardened steel bolts are present. Note that many wheelchairs are equipped with removable axles that are hollow and therefore not acceptable securement sites; 13. Some wheelchair manufacturers make an add-on bracket which can be used as an alternative tie down site for some wheelchairs. Homemade brackets are not acceptable. Securement and restraint systems installed to secure wheelchair/mobility aids and to restrain the occupant shall be used together, and in accordance with manufacturer recommendations. Four Point Tie Downs The following will provide instructions for securing a wheelchair in a lift van: 1. Position the wheelchair: With chair and occupant forward-facing, center the chair between floor tracks or plates. Remember throughout, that the front and rear straps need to have approximately a 45-degree angle from the floor track or plates to where they attach to the chair. Keep in mind the proper extension and positioning of the passenger restraint shoulder belt. Apply the chair hand brakes and turn off power on motorized chairs. Specification Number PD

61 ITL S olutions 2. Attach the front straps: Install the strap track fitting into a floor track or plate slot that is 3" to 8" outside the front wheel. Loop the other end of the strap around a solid structural frame member of the chair (as close to the corner of the seat cushion as possible), and connect hook to the D-ring. Pull loose end of strap, and tension through the buckle, until tight. Repeat procedure with other front strap. 3. Attach the rear straps: Install strap track fitting into a floor track or plate slot that is just to the inside of the rear wheel. Loop other end of strap around a solid structural frame member of the chair (as close to the corner junction of the chair back and seat as possible), and connect hook to the D-ring. Pull loose end of strap, and tension through the buckle, until tight. Repeat procedure with other rear strap. Pull on all four-strap assemblies to ensure proper attachment. Caution: Do not attach straps to the wheels or any detachable portion of chair. Straps must have a clear, straight path of load from floor track or plates to where it attaches Never criss-cross securement straps to the chair. Do not allow straps to conform or bend around any object. Keep straps away from sharp edges or corners. 4. Attach the lap belt: Place the ends of the lap belt around the occupant. Thread them down and through opening between chair side panel and seat, or through gap between chair back and seat. For parallel lap belts, install trackfitting ends of the belt into floor track or plate slot, next to where the rear securement strap track fitting is installed. For integrated lap belts, attach snap hook ends of the lap belt to hold, forged D-ring on rear securement strap assemblies. Adjust firmly and comfortably. Ensure that the buckle and connected double-studded latch plate are located low at the occupant s pelvic zone (near hip) which is opposite of the side from where the shoulder belt extends. Pull on the lap belt to ensure proper attachment. 5. Attach shoulder belt: Bring the triangular fitting of the shoulder belt over the shoulder and across the upper chest of the occupant. Connect triangular fitting to upper stud of lap belt latch plate. Pull on loose end of belt, through adjuster, to achieve firm but comfortable tension. Pull on the belt to ensure that all fittings are properly attached. Caution: The lap belt must be worn low and snug across the front of the occupant s pelvic zone with the junction between the lap belt and shoulder belt located near the hip. Never position the belt over the abdominal area, over chair armrest, or with belt assembly twisted. 6. When properly secured, there is no allowable movement of chair. Specification Number PD

62 ITL S olutions Passenger Relations ITL is committed to outstanding customer service and passenger relations. Customer service and good passenger relations are not an extra duty. Next to safety, it is the single most important consideration. The driver is the main provider of service to the ITL passengers. As the only representative of the company that most passengers will see, drivers must not only drive the vehicle, but must also perform their job as a professional and practice good passenger relations because everyone benefits. Conversations with Passengers While it is the driver s responsibility to be friendly with the passengers, it is not desirable to engage in continual conversation. The may cause driver distraction, causing the driver to take their attention off the operation of the vehicle. Drivers are always encouraged to greet the passenger with hello. Discussions are permitted regarding the non-controversial topics. Never is a driver to enter in discussions regarding politics, sexual issues, or any questions to the passenger regarding lifestyle, who is at their residence, medical conditions, or any issue which the passenger believes is personal. Also, the client does not and should not be informed of your personal issues. AM/FM Radio / CD Player If your AM/FM radio is on, it shall be tuned to easy listening music for the pleasure of the passenger. No controversial talk radio station should be tuned in. The volume is always to be low. If the passenger request the radio be turned off, you should accept this request. Complaints Drivers shall advise all passengers to direct all complaints regarding service to the ITL office. They should also be given the office phone number if requested. D. On Board Policies Attendants ITL allows one attendant to accompany a passenger at no additional charge. Passengers supply their own attendants at their own expense. An attendant is required to specifically assist the passenger. Attendants are approved by the ITL and will be shown on your trip manifest. This assistance includes, but is not limited to, the following duties: Assisting the passenger from their door to the vehicle and back again; Specification Number PD

63 ITL S olutions Opening doors; Communicating with the driver (if the passenger is unable). Guest or escorts Passengers are allowed to have a companion or escort accompany them on their trips. These companions or escorts must be aides that are prescheduled so that adequate seating is available for their round trips. Medical Condition of the Passenger The driver may deny a passenger whose medical condition is such that the passenger is incoherent or requires medical attention to sustain life. A passenger must be able to sit in a seat to be transported. ITL transportation is considered a common carrier and does not perform ambulance or emergency service. If a passenger s condition or conduct is reasonably believed, by the driver, to be hazardous, or if a passenger possesses instruments or equipment, which are reasonably believed to be dangerous, service may be terminated immediately. The driver will determine if police assistance is required to subdue or remove a passenger on board. Any such incidents or situations should be immediately reported to Kelly Dixon. Any passenger which needs an attendant and does not have one, should also be reported to Kelly Dixon with the pertinent facts to convey this information to the ITL staff. It is our goal to ensure passengers needing assistance receive it. Transportation of Children Children under two years of age will not be transported without a car seat as State Law mandates. The passenger must provide the car seat. The passenger will be responsible for placing the infant into the carrier and securing the carrier with a safety belt. The driver may carry the infant to the vehicle if the passenger s condition makes them incapable to do so. Infant seats must face the rear of the vehicle. Never transport a child without an infant seat when age and size dictates an infant seat is required. Report immediately to dispatch that you are not providing transportation due to the passenger not having an infant seat when needed. The minimum age for a child to travel alone is eighteen (18) years of age. If the child is between the ages of 15 to 17 years of age and presents the parent s or legal guardian s signed written consent for the transportation services, the child is thereby authorized to ride unattended. Children under the age of 18 must be accompanied by an adult attendant or be emancipated by court ruling. Specification Number PD

64 ITL S olutions Seat Belts All passengers are required to wear seat belts and refusal to do so may result in suspension of service. The driver will not move the vehicle until all passengers have their seatbelts fastened. E. Schedule Adherence The schedule for the next day s service will be provided by ITL then be used to schedule individual driver trips. Drivers are responsible for coming to their designated pick up location the previous evening to pick up their trips for the following day and to submit the current day s completed schedule. If the driver has a fax machine, then ITL will fax the driver his or her route. Pick up - 15 minute leeway; 5 minute wait Drivers may pick up a passenger as early as 15 minutes prior to the passengers pick-up time. The driver will wait for the passenger for five (5) minutes after the scheduled pick up time. When no contact is made, the driver is to notify dispatch of the waiting times and contact attempts and may leave after waiting five (5) minutes at the location. The passenger will then be reported as a No-Show to ITL. Do not leave the location until ITL dispatch has been informed and confirmed the client was no-showed five (5) minutes after pick up time and has authorized you to leave. Drivers are to transport the passengers only to the address that is pre-approved by ITL. If address changes are necessary, ITL must approve a new trip prior to transporting the client. Add-on Trips At times, ITL will send urgent and priority trips for the same day. The dispatchers will call on your cell phone or radio to determine your availability to take the trip. If you are unable to make the 15 minute leeway or 10 minute wait, you can decline the trip. If you are able to do the trip, without causing any of your other scheduled trips to be delayed, you will be given the information regarding the pickup over the phone. At this point dispatch will log the trip to you and you are responsible for completing the trip. If there is any reason you are unable to meet this obligation, you are to call dispatch to reassign the trip. Never call another driver to reassign the trip yourself. Specification Number PD

65 ITL S olutions Cancellations A cancellation can occur if the passenger cancels a schedule trip after 5:00 pm the day prior to the trip or up to two (2) hours before the scheduled pick-up time, which is a Same-Day Cancellation. If a passenger calls dispatch to cancel a trip, dispatch will notify the driver either by phone or by sending a message via the computer. No Shows If a passenger does not respond to the driver or is not present for their pick-up within the pickup window, the driver is to wait five (5) minutes past the appointment time before contacting dispatch for further direction. The driver must contact dispatch to notify them that the passenger is a no-show. Under no circumstances shall a driver leave the pick up location without prior authorization by dispatch. Transfers Occasionally due to unforeseen circumstances, a driver will be unable to transport a passenger. The driver is to call dispatch immediately so that these trips can be transferred to another ITL provider driver. Accidents If you are involved in an accident or incident, it must be reported immediately to dispatch, no matter how minor it may be. (You must report any incident involving your passenger even if it happened before they got in your vehicle or after they departed) If passengers are on board at the time of the accident, report to dispatch if medical assistance is required. Police will be dispatched to the accident site, and if needed medical assistance. If the passengers on board are not in need of medical assistance, another cab will be dispatched to transport the passengers to their destination. F. Paperwork completion Time Frame for Submitting Paperwork The completed paperwork must be turned into your home office based on the following schedule: Specification Number PD

66 ITL S olutions Monday, Tuesday, Wednesday and Thursday trip sheets must be turned into the dispatch office, by 8:00 am the following day after the trips were completed. Friday, Saturday, Sunday trip sheet must be turned into the dispatch office, by 8:00 am Monday. Failure to turn your trip sheet in on time will result in a fine, see Financial Penalties. Reimbursement Checks As an independent driver, you will be reimbursed for the trips that you perform on Friday for the preceding Tuesday to Monday. If you owe the company any fees, these will be deducted prior to you receiving the reimbursement check. Your reimbursement checks are available on Fridays after 5:00 pm. H. Financial Penalties As a ITL provider driver you have chosen to perform a specific job, we believe that you should take pride in your work and we expect and demand that honest drivers perform these duties. Failure to do so will result in fines, suspension or termination. These penalties will be deducted from your reimbursement check. I. Questions If you have any questions regarding this manual, please feel free to contact your ITL scheduler. References Provide reference names and phone numbers for similar projects your firm has completed. ITL Solutions References: Specification Number PD

67 ITL S olutions Specification Number PD

68 ITL S olutions May 1, 2017 Specification Number PD

69 ITL S olutions Specification Number PD

70 ITL S olutions 2-7 Cost Proposal Proposer s cost proposals shall include all direct and indirect costs associated with the performance of this contract, including, but not limited to, total number of hours at various hourly rates, direct expenses, payroll, supplies, overhead assigned to each person working on the project, percentage of each person s time devoted to the project, and profit and be provided on a cost per trip basis. This RFP contains a specific cost proposal form that shall be completed to meet the minimum requirements of a responsive proposal. Option 1 In option 1 we are proposing that we cover all costs, facilities, equipment and personnel needed to operate the contract except for fuel (County). In this option, we can provide our routing software or we can use the current software in place (RouteMatch). This option also includes livable wages for all employees starting at a minimum of $ Option 1 includes both cost per trip and per mile option with livable wages that the county requested. Option 2 In option 2 we are proposing that we cover all costs, facilities, equipment and personnel needed to operate the contract except for fuel. In this option, we can provide our routing software or we can use the current software in place (RouteMatch). This option does not include livable wages but all employees will be starting at a minimum of $ Option 2 includes both cost per trip and per mile option with non-livable wages that the county requested. Option 3 Option 3 is a Base Management Fee Option. In this option costs are not determined by number of trips or by the number of miles driven. In this option the county provides for fuel as well. The County will cover all operating costs + 3% management + Profit. Each month we will bill county for operating costs + 3% management fee + monthly profit (profit/12). Option 3 include livable wages. Costs in this option will not deviate much. In this option, we can provide our routing software or we can use the current software in place (RouteMatch). Option 4 Option 4 is a Base Management Fee Option. In this option costs are not determined by number of trips or by the number of miles driven. In this option the county provides for fuel as well. The County will cover all operating costs + 3% management + Profit. Each month we will bill county for operating costs + 3% management fee + monthly profit (profit/12). Option 4 does not include livable wages. Costs in this option Specification Number PD

71 ITL S olutions will not deviate much. In this option, we can provide our routing software or we can use the current software in place (RouteMatch). Subcontractors We are committed to using local for-hire transportation to providers to service a small portion of the paratransit trips. Many of our local drivers are considered small business or disadvantaged business entities (DBE). Working with local providers keeps the profits inside of Escambia County. We have budgeted for $90,000 to pay the subcontractors for Year 1. We are familiar with the Florida Subcontracted Transportation Provider Agreement and all of our providers will be compliant with all requirements in the Florida Subcontracted Transportation Provider Agreement. Maintenance Services In our proposal, we will be subcontracting all maintenance work for the paratransit fleet to Tires ETC. Tires ETC has worked on vehicles that were received through FTA funding. If Escambia County determines that it would like maintenance to be performed by the county. ITL Solutions will negotiate a payment arrangement and schedule with the County. Specification Number PD

72 ITL S olutions Option 1 Specification Number PD

73 ITL S olutions Annual Expenses Year 1 Year 2 Year 3 3 Year Total Year 4 Year 5 Driver Wages $1,030, $1,048, $1,090, $3,169, $1,134, $1,179, Driver Tax & Benefits $273, $273, $284, $831, $296, $308, Administrative Wages $316, $326, $329, $972, $332, $334, Administrative Tax & Benefits $114, $118, $119, $352, $120, $121, Fuel $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Vehicle & Liability Insurance $174, $174, $179, $529, $184, $189, Maintenance Expense $239, $256, $274, $770, $288, $302, Vehicle Cleaning $11, $12, $12, $36, $12, $12, Radio Communications $5, $5, $5, $17, $5, $5, Training & Development $2, $2, $2, $7, $2, $2, Recruiting & Marketing $15, $15, $15, $46, $14, $14, Facility Lease $55, $59, $61, $176, $62, $64, Utilities $13, $14, $15, $44, $15, $16, Telephone $8, $9, $9, $28, $10, $10, Scheduling Software $77, $53, $54, $184, $55, $56, Startup Expense $45, $0.00 $0.00 $45, $0.00 $0.00 General Admin Expense $48, $51, $53, $153, $53, $53, Management Support $63, $83, $86, $233, $89, $107, Profit $97, $105, $108, $310, $111, $115, Total Contract Expense $2,593, $2,612, $2,703, $7,909, $2,790, $2,894, Annual Trips Year 1 Year 2 Year 3 Year 4 Year 5 Ambulatory 61,125 61,125 61,125 61,125 61,125 Wheelchair 20,375 20,375 20,375 20,375 20,375 Total 81,500 81,500 81,500 81,500 81,500 Annual Rate Rate per Trip Ambulartory $28.85 $29.07 $30.07 $31.04 $32.20 Wheelchair $40.72 $41.03 $42.46 $43.82 $45.46 Rate Per Mile Ambulatory $2.31 $2.32 $2.41 $2.49 $2.58 Wheelchair $3.26 $3.27 $3.40 $3.51 $3.64 Total Miles 1,018,750 1,018,750 1,018,750 1,018,750 1,018,750 **Option 1- County provides the fuel. ** ** The total contract expenses and annual rates per trip are based on our annual trips above, mileage and our projected costs. If costs materially increase or mileage and/or trips materially deviate from the estimated amounts, then ITL Solutions would like to exercise the opportunity to be able to re-negotiate the annual rates based on the actual circumstances. ** Option 2 Specification Number PD

74 ITL S olutions Annual Expenses Year 1 Year 2 Year 3 3 Year Total Year 4 Year 5 Driver Wages $1,008, $1,015, $1,030, $3,054, $1,048, $1,090, Driver Tax & Benefits $270, $273, $273, $817, $273, $284, Administrative Wages $316, $326, $329, $972, $332, $334, Administrative Tax & Benefits $117, $121, $121, $360, $123, $123, Fuel $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Vehicle & Liability Insurance $174, $174, $179, $529, $184, $189, Maintenance Expense $244, $256, $274, $775, $288, $302, Vehicle Cleaning $11, $12, $12, $36, $12, $12, Radio Communications $5, $5, $5, $17, $5, $5, Training & Development $2, $2, $2, $7, $2, $2, Recruiting & Marketing $15, $15, $15, $46, $14, $14, Facility Lease $55, $59, $61, $176, $62, $64, Utilities $13, $14, $15, $44, $15, $16, Telephone $8, $9, $9, $28, $10, $10, Scheduling Software $77, $53, $54, $184, $55, $56, Startup Expense $40, $0.00 $0.00 $40, $0.00 $0.00 General Admin Expense $48, $51, $53, $153, $53, $53, Management Support $63, $83, $86, $233, $89, $107, Profit $97, $105, $108, $310, $111, $115, Total Contract Expense $2,571, $2,581, $2,634, $7,787, $2,684, $2,784, Annual Trips Year 1 Year 2 Year 3 Year 4 Year 5 Ambulatory 61,125 61,125 61,125 61,125 61,125 Wheelchair 20,375 20,375 20,375 20,375 20,375 Total 81,500 81,500 81,500 81,500 81,500 Annual Rate Rate per Trip Ambulartory $28.67 $28.77 $29.36 $29.98 $31.09 Wheelchair $40.47 $40.62 $41.45 $42.32 $43.89 Rate Per Mile Ambulatory $2.29 $2.30 $2.35 $2.40 $2.49 Wheelchair $3.24 $3.25 $3.32 $3.39 $3.51 Total Miles 1,018,750 1,018,750 1,018,750 1,018,750 1,018,750 **Option 2- County provides the fuel. ** ** The total contract expenses and annual rates per trip are based on our annual trips above, mileage and our projected costs. If costs materially increase or mileage and/or trips materially deviate from the estimated amounts, then ITL Solutions would like to exercise the opportunity to be able to re-negotiate the annual rates based on the actual circumstances. ** Option 3 Specification Number PD

75 ITL S olutions Annual Expenses Year 1 Year 2 Year 3 3 Year Total Year 4 Year 5 Driver Wages $1,030, $1,048, $1,090, $3,169, $1,134, $1,179, Driver Tax & Benefits $273, $273, $284, $831, $296, $308, Administrative Wages $316, $326, $329, $972, $332, $334, Administrative Tax & Benefits $114, $118, $119, $352, $120, $121, Fuel $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Vehicle & Liability Insurance $174, $174, $179, $529, $184, $189, Maintenance Expense $239, $256, $274, $770, $288, $302, Vehicle Cleaning $11, $12, $12, $36, $12, $12, Radio Communications $5, $5, $5, $17, $5, $5, Training & Development $2, $2, $2, $7, $2, $2, Recruiting & Marketing $15, $15, $15, $46, $14, $14, Facility Lease $55, $59, $61, $176, $62, $64, Utilities $13, $14, $15, $44, $15, $16, Telephone $8, $9, $9, $28, $10, $10, Scheduling Software $77, $53, $54, $184, $55, $56, Startup Expense $45, $0.00 $0.00 $45, $0.00 $0.00 General Admin Expense $48, $51, $53, $153, $53, $53, Management & Support Staff $108, $112, $116, $337, $120, $124, Total Operating Cost $2,540, $2,536, $2,625, $7,702, $2,709, $2,795, % Management Fee $76, $76, $78, $231, $81, $83, Plus Profit $96, $98, $101, $296, $104, $108, Total Contract Expense $2,713, $2,711, $2,805, $8,230, $2,895, $2,987, Avg Monthly Payment $226, $225, $233, $241, $248, **Total Costs in this option are not based on the number of trips and/or mileage and will not deviate by much** Specification Number PD

76 ITL S olutions Option 4 Annual Expenses Year 1 Year 2 Year 3 3 Year Total Year 4 Year 5 Driver Wages $1,008, $1,015, $1,030, $3,054, $1,048, $1,090, Driver Tax & Benefits $270, $273, $273, $817, $273, $284, Administrative Wages $316, $326, $329, $972, $332, $334, Administrative Tax & Benefits $117, $121, $121, $360, $123, $123, Fuel $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Vehicle & Liability Insurance $174, $174, $179, $529, $184, $189, Maintenance Expense $239, $256, $274, $770, $288, $302, Vehicle Cleaning $11, $12, $12, $36, $12, $12, Radio Communications $5, $5, $5, $17, $5, $5, Training & Development $2, $2, $2, $7, $2, $2, Recruiting & Marketing $15, $15, $15, $46, $14, $14, Facility Lease $55, $59, $61, $176, $62, $64, Utilities $13, $14, $15, $44, $15, $16, Telephone $8, $9, $9, $28, $10, $10, Scheduling Software $77, $53, $54, $184, $55, $56, Startup Expense $45, $0.00 $0.00 $45, $0.00 $0.00 General Admin Expense $48, $51, $53, $153, $53, $53, Management & Support Staff $108, $112, $116, $337, $120, $124, Total Operating Cost $2,519, $2,505, $2,556, $7,581, $2,603, $2,686, % Management Fee $75, $75, $76, $227, $78, $80, Plus Profit $96, $98, $101, $296, $104, $108, Total Contract Expense $2,691, $2,679, $2,734, $8,105, $2,786, $2,874, Avg Monthly Payment $224, $223, $227, $232, $239, **Total Costs in this option are not based on the number of trips and/or mileage and will not deviate by much** Specification Number PD

77 ITL S olutions Specification Number PD

78 ITL S olutions ITL Solutions Attachments Specification Number PD

79 ITL S olutions Resumes Harold Edward Griffin Jr. haroldgriffinjr@itlsolutions.co EDUCATION Florida Agricultural & Mechanical University Tallahassee, Florida SBI (School of Business & Industry) Graduation: December 2013 Bachelor of Science in Accounting, Minor in Business SKILLS: Leadership; Project Management; Financial Forecasting; Cost Accounting; Advanced Excel Skills; Logistics Data Analysis, Budget Development & Management; Fleet Management; Procurement; Financial & Strategic Planning; and Managing & Operating Working Capital EXPERIENCE Innovative Transport & Logistic Solutions January 2016 Current Director of Business Development Determined appropriate vehicle mix to meet demand and contractual requirements Manages agreement, performance standards and requirements on contractual agreements throughout assigned region (Northwest Florida) Ensures actual costs do not exceed budgeted cost on all contractual obligations in assigned region Leads project teams for RFP s to include relevant stakeholders and drives consensus on action plans Specification Number PD

80 ITL S olutions Directly formulates cost proposals and collaborates with project team on building the entire proposal Northwest Florida Transport & Limo September 2015 January 2016 Fleet Manager registered and licensed all vehicles and keep inspections up to date maintained records in compliance with all state and federal regulations determined appropriate vehicle mix to meet demand and contractual requirements Managed fleet/independent contractors of over 10 vehicles (limo, van, sedans, wheelchair accessible vehicles) Forecasting and analyzing information against budget statistics on a weekly or monthly basis. Navy Federal Credit Union May 2014-September 2015 Contact Center Lead Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades. Monitoring random inbound calls to improve the quality, customer service, minimizing errors and tracking operative performance. Train agents on how to adequately address problem over the phone or how to write correspondence. Handling & resolving customer inquiries or complaints. Planning and supervising changes and managing the daily operations of call center representatives and staff First Commerce Credit Union December 2013-May 2014 Bank Teller Supervisor Supporting the Staff by approving/overseeing transactions as needed, assisting with balancing issues and verifications of cash outages Performing & participating in monthly surprise cash audits Balancing the Currency Vault and the Coin Vault Scheduling, Supervising, Training and Developing Staff, Maintaining Customer Service standards, greeting customers, facilitating welcoming and customer focused environment Performing as paying and receiving teller in bank lobby Responding to customer inquiries and concerns and creating positive solutions Specification Number PD

81 ITL S olutions Pricewaterhouse Coopers (Elevate Program for Accounts) July Shadow senior executives - Assists in preparing of financial statements - Completes clerical and filing work for senior executives - Perform other duties as assigned Fun Station October 2009 December 2013 Customer Service Supervisor - Ensure customer safety by assisting with games and rides - Performed minor repairs to the Go-karts and game machines) - Secure the grounds and building for customer safety - Reviewing the staff s performance, determining training needs and scheduling training sessions. - Handling & resolving customer inquiries or complaints. - Coordinate with staff and resources for community outreach and involvement AWARDS & ACHIEVEMENTS - Academic Dean s list Spring 2010-Fall National Honors Society NHS Phi Sigma Theta 2011, 2012, National Association of Black Accountants - Sept Jan 2016 NWFL Transport increased sales by 200% from previous year - Sept Jan 2016 NWFL increased - Jan 2016 REFERENCES AVAILABLE UPON REQUEST Specification Number PD

82 ITL S olutions Braxton Griffin braxton.griffin@itlsolutions.co Relevant Information: Studied at Florida A & M University Certified National Safety Council Instructor Experience Innovative Transport & Logistics Solutions Assistant General Manager /Director of Logistics/ Certified NSC Instructor Present Assess training needs through consultation with project managers Keep logs and record of vehicle miles/maintenance Determined appropriate vehicle mix to meet demand and contractual requirements Analyze and manage on time performance, drivers, safety performance, and all maintenance requirements Northwest Florida Transport & Limo Fleet Manager / Certified NSC Instructor Train and manage dispatch keeps record of fleet to ensure it is in compliance with all state and federal regulations Ensure all drivers/ providers meet training requirements Negotiated new and existing contracts as needed Department of Children and Family Services Filing and typing documents as needed Making copies of pertinent documents Researching information upon request JC Penny Lead Cashier Perform cashier duties Assisting customers at customer service Maintaining store appearance as needed Handling & resolving customer inquiries or complaints. Specification Number PD

83 ITL S olutions Maintaining Customer Service standards, greeting customers, facilitating welcoming and customer focused environment Skills Proficient in Microsoft Word, Advanced Excel Skills, PowerPoint, Fleet Management, Budget Development & Management, Project Management, Driver Management, Safety & Training, and Maintenance Forecasting, Procurement, Compliance & Regulatory Management. Specification Number PD

84 Experience: Douglas J. Cross Transportation Consulting 2004 to Present: Principal Oakland, California Independent consultant specializing in transit accessibility and paratransit. Projects have included: Assistance regarding bus system wheelchair securement policy, procedures, training, and marking/tether strap programs and/or ADA and passenger assistance for Santa Clara Valley Transportation Authority (San Jose), Gold Coast Transit (Oxnard, Calif.), Los Angeles County MTA, Access Services (L.A. Co. ADA paratransit agency), San Joaquin RTD (Stockton, Calif.), California Transit Insurance Pool (CalTIP), Whistlestop (Marin Co., Calif.), Outreach & Escort (San Jose ADA paratransit), City of Pleasant Hill, Calif., Maui Bus (Hawai i), and Keolis Transit America Research and co-authoring of a national study on wheelchair access in transportation sponsored by Easter Seals Project ACTION: Status Report on the Use of Wheelchairs in Transportation Evaluation and recommendations for ADA paratransit eligibility certification process of San Joaquin Regional Transit District (SJRTD), Stockton, California Expert witness evaluation/testimony in litigation involving wheelchair securement and lift/ramp access, passenger assistance, and paratransit service performance Operational and ADA compliance evaluations of ADA paratransit programs at Baltimore, Maryland (operated by Maryland MTA), Capital Metro (Austin, Texas), and Summit Stage (Breckenridge, Colorado) Operational and ADA compliance evaluation of fixed route transit service of the Corpus Christi Regional Transportation Authority (Texas) Operational and needs assessments for Cities of Emeryville and San Pablo, California senior/paratransit programs On-board service monitoring for transit systems in Sacramento, San Jose, Antioch, & Orange Co., Calif. ADA configuration audit of 2 new transit coaches by New Flyer of America, Inc., for New York City Transit Certified Trainer, Passenger Service and Safety (PASS), Community Transportation Association of America (CTAA); a program for training drivers in proper assistance techniques for serving persons with disabilities; Passenger Assistance: Certification for Trainers, University of Wisconsin-Milwaukee; and Advanced Mobility Device Securement, National Transit Institute (NTI - Rutgers University) Alameda-Contra Costa Transit District 1996; : Accessible Services Manager 1997: Acting Transportation Superintendent Oakland, California Coordinated implementation and management of a new, brokered ADA paratransit service, which began in 1996 as a joint venture between AC Transit and BART; annual budget of $25 million. Managed study of alternative service delivery structure improvements; developed operating and rider policies; coordinated RFP process for continued broker/service provider contracts; and managed procurement and implementation of new scheduling software/hardware. Specification Number PD

85 Directed establishment of a new operating division to provide a portion of the East Bay s ADA paratransit service under contract to a broker, including fleet of 35 vehicles, 50 drivers, and 6 dispatchers; budget of $3 million. Provided start-up procedures and training/supervision of all staff. Planned and coordinated all aspects of senior and disabled accessibility to the East Bay area s 800-bus fixed route transit service, including policies, procedures, equipment, and programs. Provided staff support to consumer-based Accessibility Advisory Committee. July 2016 Developed and implemented a wheelchair marking/tether strap program for customers. Coordinated AC Transit participation in demonstrations of prototype wheelchair securement systems, as well as implementation of the first rear-facing padded barrier wheelchair stations in US transit buses. Sacramento Regional Transit District : Accessible Services Administrator Sacramento, California Planned and coordinated all functions related to accessibility of bus (200 vehicles), light rail (40 vehicles, 28 stations), and paratransit services (70 vehicles) Performed contract management and oversight of private, non-profit provider of ADA paratransit Door To Door Transportation Services, Inc. 1991: General Manager Cincinnati, Ohio Chief operating officer for firm providing paratransit service to the SW Ohio Regional Transit Authority s countywide ACCESS program, as well as airport limousine, charter, and Medicaid service. LAKETRAN (Lake County Regional Transit Authority) 1990: Operations Manager Grand River, Ohio Chief operating officer for countywide fixed route and paratransit system serving suburban population of 225,000. Directed growth of revenue fleet from 40 to 60 vehicles and increase of driver complement from 30 to 80, as well as relocation of operating facility. Northeast Ohio Areawide Coordinating Agency : Senior Transportation Planner Cleveland, Ohio Planned and administered 5-county paratransit coordination project. Established non-profit umbrella vehicle leasing corporation, and developed lease agreements and service brokerage contracts. Planned and implemented routes, operating procedures, service RFP and contracts, and maintenance program for new community bus service for the City of Brunswick, Ohio. Authored Lake County Paratransit Study. Developed vehicle specifications and bid packages; prepared federal and state operating and capital assistance grant applications. Previous Positions: Indiana Department of Transportation, Indianapolis, Indiana; : Project Manager City Of Norwood/Norwood Transit System, Norwood, Ohio; : Transit Consultant SW Ohio Regional Transit Authority/Queen City Metro, Cincinnati, Ohio; : Transit Analyst Education: Bachelor of Urban Planning, University of Cincinnati, School of Planning, 1981 Specification Number PD

86 Additional courses in transit, paratransit, and general management; wheelchair securement and passenger assistance techniques; ADA paratransit eligibility; microcomputers; and procurement Professional Affiliations: Member, Access Committee of the American Public Transportation Association (APTA), including Universal Accessibility Standards Program/Technical Resources Group, Stop Announcement Standards Subcommittee; and past chair, Wheelchair User Issues Subcommittee Advisory Board Member, Rehabilitation Engineering Research Center for Wheelchair Transportation Safety (RERC-WTS); Universities of Michigan, Pittsburgh, and Louisville Member, ANSI/RESNA Committee on Wheelchairs and Transportation (COWHAT), American National Standards Institute / Rehabilitation Engineering Society of North America Member, International Standardisation Organisation, Technical Committee 173: "Assistive Products for Persons with Disability", Sub-Committee 1: "Wheelchairs", WG6 - Working Group 6: "Wheelchair Restraint Systems" (ISO/TC173/SC1/WG6) Specification Number PD

87 Harold Edward Griffin, Sr. Address: 2056 Hamilton crossing Drive Cantonment Florida, Phone: (Home) (Cell), EXPERIENCE: Innovative Transport & Logistic Solutions, LLC November 2010 Current Director of Human Resources Provide leadership and management for Paratransit and transportation company. I established and implemented a short- and long-term corporate human resource plan. This plan includes maintaining and improving employee relations, employee development, succession planning, workforce planning, compensation and benefits, and performance management. I Designed and implemented a driver training program with guidance by the National Safety Council. Highly proficient in contract Negotiations, Performance Evaluations, Human Resources, Compensation & Benefits, Recruitment, able to Identify and resolve employee concerns, Microsoft Office Suite, Project, Publisher, SharePoint, Oracle Database, cyber security, Certification: Security COMPTIA A+ certified, Paratransit & Transit Management SKILLS: Leadership; Project Management; Computer Systems Software and Configuration Management; Budget Development & Management; Fleet Management; Procurement; Strategic Planning; and Managing & Operating Paratransit and Transportation company WORK EXPERIENCE: IT Specialist, GS-12, Series 2210, DFAS TSO, Pensacola, Florida, SOFTWARE CONFIGURATION/RELEASE MANAGEMENT: Currently support both mainframe and microcomputer system applications as a Computer Specialist in the Configuration/Release Management branch and Quality Assurance/Test and Evaluation branch. Deep and rich experience working in Release/Configuration Management applying the skills and knowledge to perform the tasks related to Software Configuration Management (SCM), which is a key process area in the Capability Maturity Model (CMM) for Software Process Improvement (SPI). Experience working with mainframe and microcomputer architecture capabilities. Working in CM/RM required the ability to work other than normal duty hours which included evenings, weekends, holidays, and emergency overtime hours. ACCOMPLISHMENT: Competently execute the CMM assessment process for levels 2, 3, and 4. Certified CompTIA Security+ professional in November COMPLIANCE STANDARDS: Working in various capacities as a programmer, analyst, and CM/RM Re-Solicit professional, Operator gained for an Paratransit applied knowledge Services of policies, standards, and system design procedures necessary to Specification Number PD

88 develop mainframe and microcomputer systems applications. Routinely follow the processes defined in our agency Business Process Handbook (BPH) Appendix M, which relates to software process improvements and is in compliance with the processes and procedures for release management according to CMM Level 4. ACCOMPLISHMENT: Wrote and developed the section of the Defense Civilian Pay System (DCPS) Business Process Handbook (BPH) which addresses the Configuration and Release Management branch procedures, polices and business process. The DCPS project follows the Department of Defense Life Cycle Management guidance. SUPERVISION / LIAISON: Served has the Acting Branch Head for the Configuration/Release Management department that serves all Application software under DFAS/System Engineering Organization-Pensacola. Regularly attend project management meetings, configuration change board meetings, and management council meetings to report and have input on projects and management decisions. As Acting Branch Head, managed a staff of eight employees with oversight for project planning, organizing, scheduling, implementing and tracking the workload of the staff and application software. Ability to organize the staff to effective respond to emergency situations: EXAMPLE: On occasion, there are system failures requiring an immediate and coordinated response from the team. I organized and directed team members to the appropriate response mode, based on their skill and experience. Their collaborative efforts consistently produce a timely remedy in restoring the system back to production status. SECURITY CONTROLS / QUALITY ASSURANCE: Evaluated vendor software cost proposals for three tools that where utilize within Release Management called PVCS, Endeavor, and CA-Librarian. These tools are used to control and ensure integrity of the application software and all configuration items associated with the projects under their Control. Performed the installation of these tools onto our hardware platforms and perform Quality Assurance testing to ensure their performance was accurate and efficient. Report my findings to upper management regarding whether the tools were worth the purchase price for our agency to procure. BUSINESS IMPACT: As a result of my assessments, the agency purchased PVCS and CA-Librarian release management tools. These tools have built in security processes to maintain the integrity of the application software for several software application systems within the agency. PROJECT MANAGEMENT TOOLS: Rich experience and challenging assignments at DFAS, have gained the knowledge and experience of applying project management concepts, principles and techniques as a Computer Specialist in a CMM level-4 organization. Utilize several project management tools that aid in project planning and tracking. After the functional requirements have been defined, perform technical analysis and identify the configuration items that need to be added, modified, or deleted within the software application using the Configuration Management Information System (CMIS). Consistently use CMIS software tool to identify and track software configuration items. Routinely generate Software development plans from the Workload Management System (WMS) which is used to size and track scheduled and unscheduled Application Software Releases. I completed the Project Management Professional (PMP) Examination Preparation Boot Camp course. CUSTOMER SUPPORT: Perform negotiations of Customers service proposals while attending Configuration Change Board (CCB) meetings where decisions are made concerning system change request from our customers on what will be delivered in a given quarterly release of the software application. The system change request that is agreed upon will be tracked using the application software Configuration Management Information System (CMIS). TRANSITION MANAGEMENT: I Trained employees from the enduring site on Release! Configuration Management duties and responsibilities to enable a smooth transition of work from TSOPE. The training was on and off site with the use of Microsoft communicator and also via the telephone. Documented standard operating procedure and work guides for all the applications being performed within Release Management for all systems within DFAS-Pensacola. RESULT: Sustained my productivity despite the reduction of manpower and resources. Specification Number PD

89 SYSTEMS LANGUAGE FLUENCY: Working with the several software applications, I am experienced with: COBOL, PL/SQL, Oracle database, Designer 2000, Developer 2000, Oracle Forms, Oracle Reports, DB2, IDMS databases, Local Area Network (LAN), Job Control Language (JCL), IBM OS/MVS operating systems, Virtual storage access method (VSAM), Microsoft operating systems (XP), Software Packaging, telecommunication software, and IBM systems utilities. Delivered software to the mainframe via File Transfer Process (FTP) using software called NETVIEW, Virtual Private Network (VPN). Delivered software for PC applications using software called InstallShield to first create a Microsoft Install (MSI) file or a Setup.exe file and then use the LAN process to deliver the application to our customer. ACF2 (Access Control Facility) which is a discretionary access control software security system developed for MVS (z/os), VSE and VM operating systems. WORK EXPERIENCE: IT Specialist, GS-12, Series 2210, DFAS TSO, Pensacola, Florida, TESTING: Experience working as a testing engineer for the Defense Civilian Payroll System (DCPS). Used testing practices and techniques to accomplish the verification of the System Change Requests (SCR) before the implementation into production for quarterly and unplanned releases. Routinely reviewed the SCR contents (e.g. requirements, functional, technical and release considerations), evaluated the changes to be made to test scripts and test data for programs under my purview, creating accurate test scenarios. Given my payroll office experience in using and analyzing the outcome of DCPS on-line and batch programs, served as primary tester for testing both on-line and batch programs. EVALUATION: After analyzing the SCRs, developed or modified test data to support the appropriate test scenario. Utilized the standard testing computer tools to accomplish these tasks. The tool most often used for this was Ori Line Query (OLQ). By selecting the appropriate data elements from a test database, used this utility to identify existing data to be analyzed for modification or determine whether new data must be created. Experienced in working with a software testing tool called WinRunner. This software allowed me to establish new test data by recording my data entry by keystroke or execution of a regression test for an on-line or batch program. In the DCPS system itself, testing was required at many different security levels for continuity and accuracy of each level. Executed daily, weekly, biweekly, semi-annual and annual jobs (or job streams) to simulate production computer operator processing. To accomplish this, utilized the Interactive System Productivity Facility (ISPF) to allocate, create; copy partitioned and sequential data sets. Executed the Super CE utility to compare sets between releases to verify that no unexpected changes were made and to analyze the correctness of the system changes made. Interacted with members of the DCPS testing team, working as a team lead to coordinate data for testing of other analyst's program assignments. When errors are encountered during the testing processes, I immediately and accurately reported discrepancies utilizing the Configuration Management Information System (CMIS), establishing a Testing Discrepancy Report (TDR) for Re-Solicit forwarding Operator the appropriate for Paratransit branch Services for resolution. A participant in the review processes (e.g. Preliminary Specification Number PD

90 Design, Critical Design, Test Design, peer reviews, etc.) using Risk Management skills to identify risk and document issues in future releases of program changes. Regularly communicated with my peers and supervisor regarding the status of my testing regime. ACHIEVEMENT: Regarded as the System failure expert and "go to" person for DCPS due to my experience and expertise in Job Control Language and reading and understanding system dumps. WORK EXPERIENCE: IT Specialist, GS-12, Series 2210, DFAS TSO, Indianapolis, Indiana & Pensacola, Florida, Technical Project Officer: Team-Leader/Assistant Technical Project Officer (TPO) for the DFAS Corporate Information Infrastructure (DCII) Standard General Ledger (SGL) system which is an Automated Accounting System. As the Assistant TPO, was responsible for the SGL system project planning and tracking, as well as the workload management of the staff and application software. This allowed me to communicate with many levels of personnel within and outside the agency. Attended and participated in the following conferences and project meetings; Configuration Change Board Conferences (CCB), TPO Conferences, Integrated Critical Design Reviews (ICDR), Integrated Functional Requirements. Review (IFRR) and many other user and Manager meetings. A key contributor to these conferences by advising Technical Project Officers both outside our agency as well as within the DCD community on how to best coordinate the direction of the DCII project. Make presentations concerning the functionality and technical modifications being made within the processes of the DFAS Corporate Database (DCD). IMPACT: Hardcopies of my presentations were also distributed to the attendees at the conferences/meetings as well as to all the Technical Project Officers for the other projects involved that make up the DFAS Corporate Database. TECHNICAL ADVISOR: Possess expert knowledge of policies, standards, and system design procedures necessary to develop mainframe and microcomputer systems software applications. Experienced and knowledgeable of the capabilities of mainframe, microcomputer, PC architectures, data communication, terminal equipment, local area network (LAN), operating systems, telecommunication software, and a variety of system utilities. In my capacity as Team Leader served as a technical advisor to our technical staff and our agency management staff. Routinely provided advice and technical guidance on system change requests (SCR) being applied to the application software. Provided advice on information technology which includes introducing new technical concepts, methods, and techniques for management and gave presentations on proposed system change request (SCR) before senior management. Provided technical and administrative oversight and guidance to contract personnel both on-sight and at other remote locations. The Application development tools used on the SGL Project are; Designer 2000, Developer 2000, PL/SQL, Oracle Forms, Oracle Reports, and Oracle Database. LEAD: Guided and monitored the technical staff (team) in the accomplishment of their tasks, which included identifying and documenting the processes and procedures for the SGL Project.' Coordinate, planned, prioritized and assigned work/tasks to team members. Resolved issues regarding on workload problems presented by the team members. Provided input to the supervisor/project Officer on the training needs for team members. Inform the Project Officer of each team member's individual job performances. Routinely consulted with the Human Resource office concerning the hiring of staff and delegating of the work load and task assignments to our technical staff. Specification Number PD

91 REPORTS: Prepared accurate and timely weekly status reports and Software Development Plans (SDP) to my supervisor/project Officer, reporting the progress of the SGL system for each Application Release. BUSINESS IMPACT: These reports enabled the project officer to coordinate our progress on the system with other production units and establish our accountability. PROFESSIONAL ATTRIBUTES: An accomplished information technology professional with a strong and proven skill set. Always willing to collaborate and help others understand the task at hand with a special emphasis on pleasant and effective interpersonal communication skills. Appreciates and strives to maintain clear communication of mission issues. Always seeks to be an effective consensus builder with a mature sensitivity to fellow worker's opinions and contributions. An avid learner, researcher and a quick study, who welcomes the developmental opportunities afforded through special projects and training. Education: BS, Bachelor of Science in Computer Science Technology, Alabama A&M University, Huntsville, Alabama, 1980 License/Certification Security+ Certification November 2009 Specification Number PD

92 TripSpark Technologies Specification Number PD

93 TRIPSPARK NOVUS FOR DEMAND RESPONSE: THE ALL-IN-ONE SOFTWARE SOLUTION TripSpark NOVUS for Demand Response is the essential technology suite for all demand response transit organizations. It provides ultimate control and power over your entire service operations. Scheduling, dispatching and monitoring: all in one place, and is accessible from anywhere your office desktop, your home computer, or in the palm of your hand. There is no better way to plan, manage, deliver and monitor service than with TripSpark NOVUS for Demand Response. New User-Friendly Browser Interface Complete Client Care and Management Automated Scheduling and Real-time Dispatching Quick Report Generation Easy-to-Use FEATURE-RICH AND READY TO USE Browser-based, Web-enabled Technology The close partnership we have with our clients has helped us to develop solutions that address the unique requirements of demand response transportation. TripSpark NOVUS features extremely easy-to-follow menus, maps, help screens and a clearly defined business process logic for intuitive step-by-step use. Web-based applications allow for straightforward installation, deployment and training. Never worry that a software outage will disable service. We work with your staff to resolve issues before they become major stoppages in service. Client Management From registration to searching, all pertinent client information is accessible and can easily be edited. Search parameters include: partial name, client number, SSN/SIN, DOB, phone numbers or create your own field. Log and view statistics including: last trip date, cumulative trips, no-shows, cancellations and late cancellations. Trip Booking Support for scheduling demand response and subscription trips (individual and batch). With previously booked trips/client data on file, bookings are made faster. Automatically generate reverse trips and multi-leg with minimal data entry. Get warnings about possible booking conflicts. We have seen a 95% reduction in errors. - Amy Repinski, Hiawathaland Transit Enterprise Grade Trip Optimization Our intelligent and flexible software contains the most advanced routing and scheduling algorithm in the industry. As a thirdgeneration product, NOVUS is based on years of experience and refinement. Real-time Scheduling Specification Number PD

94 Balance service and productivity. NOVUS enables real-time, street-based scheduling and routing. Create, edit, delete or improvise single or batch schedules days in advance or in the moment. Set fare structures, view detailed itineraries, and create re-usable templates. Real-time Dispatching AVL system ensures pinpoint accuracy. Vital for flexible mapping and re-routing options. Customized view of runs, vehicles and itineraries. Log trips as arrived, performed, cancelled or no-show, quickly and in real time. Integrated system map shows: street names, postal codes and municipal boundaries. Reporting Auto-generate standard reports on: NTD, data diagnostics, statistical data, manifests and overall productivity. Go deeper by creating performance reports on: actual trip, load, odometer, passengers, faring of stops, etc. Users can create and design their own reports, then review data, to implement changes to schedules to optimize for care and profit. TripSpark has increased our reporting capabilities and the ability to serve our communities. Western Community Action Do Even More with Add-ons The TripSpark suite is scalable to meet the demands of a growing demand response operation. Establish even more control over your business by enabling an add-on. CT. This allows for multiple agencies to operate out of the same installation. It seamlessly allows for the sharing of trips. MON. Provides the ability to fully enable your mobile solutions by integrating your office with on-board devices, MDTs like our Rugged Ranger solution or our DriverMate tablet app solution. Volunteer. Provides support for specifically managing volunteer drivers, including their reimbursements and highly variable schedules. Trip Broker. Allows providers the ability to log in, accept/deny assigned trips, as well as export accepted trips. Client/Trip Import. The ability to import client/trip data from a flat file format (txt or csv for example) on a recurring basis. THE NOTIFICATION SYSTEM THAT CHANGES EVERYTHING The new TripSpark Ripple Notification System is a demand response application that takes rider engagement to the next level. Cloud-based and entirely accessible, passengers are given up-to-the minute notifications to enhance their total transportation experience. Ripple provides the same capacity and benefits as more weighty and expensive systems, but it is an easy add on for demand response operations. From the vehicle to Ripple to the devices of riders at home, Ripple Notification System keeps a community connected. Specification Number PD

95 Here s How It Works for You Reduced no-shows. This translates into cost savings. Reduced driver wait times. Less wait means more pickups, which leads to more revenue. Relief to the call center. Callers get answers fast without talking to a call taker. Fewer complaints. Riders know ETAs. Relieves IT work. No complicated and costly phone integration or client-side server set-up. Here s How It works for Your Riders Automated outbound telephone. To confirm or cancel a trip, riders press a button at the end of a message. SMS and reminders. Ripple can send out alerts and reminders via these two popular media. Ready and set to go. Notifications sent the day before and then again moments before. Why it s A Perfect Fit Fast to implement. No installation of new telephone lines or client-side server Easy to maintain. Software updates automatically and cloud hosting reduces IT involvement. Simple Configuration. Friendly UI allows operators to configure unique notifications with ease. Affordable power. Low overhead costs and immediate revenue savings makes Ripple a business genius. Specification Number PD

96 DRIVERMATE APP IS DESIGNED FOR PARATRANSIT The DriverMate app provides efficiencies and benefits that simply couldn t be achieved using antiquated methods of data collection and communication such as paper manifests and radios. Drivers can view their electronic manifest and receive updates in real-time. Data collection is a snap and when each member of your team has access to real-time data, everyone s job gets easier. The app is the in-vehicle support that can reproduce many of the same powerful functions of built-in MDTs (Mobile Data Terminals) but at a fraction of the cost. I never want to go back to using a paper manifest again. MITSPlus Driver WHAT MAKES DRIVERMATE AN ATTRACTIVE ADD-ON? Electronic Manifest Because drivers no longer need a paper manifest, you can move trips around easier as the day progresses to deal with factors like cancellations, traffic, and weather issues that can impact your on-time percentage. Changes can be communicated in real-time quickly and accurately. In-Vehicle Navigation With the press of a button, drivers can receive directions on how to get to their next pick-up or drop-off efficiently. Google maps provide reliable navigation and street level routing. DriverMate for Data Entry Actual trip times and odometer readings are logged automatically, which reduces the tedious and sometimes costly process of entering data manually. I wish I could tell you how the service was during a major software outage, but that has never happened. Muncie Indiana Transit System (MITS) Real-time Scheduling Specification Number PD

97 Because DriverMate sends AVL data back to the scheduling software, trip times are estimated in real-time. If problematic trips are running late, dispatchers can proactively correct issues and make changes to maintain schedule adherence. Radio Silence With the app, you can broadcast text messages to the entire fleet and easily facilitate back and forth communication. This greatly reduces the amount of radio chatter that would have been needed to perform the same task. Greater Rider Satisfaction Since a greater breadth of data is available to call takers, they are able to provide accurate information to riders making inquiries about arrival times. Drivers can report on the key events in every trip, such as: on times, lates, no-shows, cancellations, trip completions and passenger preferences. Reporting Wizard Instead of estimating odometer readings and trip times, actual data can be used to create exacting reports. Since DriverMate automatically logs the actual times & odometers, reports are extremely accurate in preparation for the auditing process. Use one of the templates or create your own custom reports to focus on information that is most relevant. Export using popular formats (PDF, Excel). Easy to Install The app requires very little set up, maintenance and training so you can start seeing an improvement to scheduling efficiency almost immediately. The touch screen interface is elegant, quick to learn and accessible to users with nearly any level of technological proficiency. From implementation to maintenance support, they have been very knowledgeable, accommodating, timely and easy to work with. - Hiawathaland Transit COMPANY OVERVIEW AND QUALIFICATIONS Rolled out in the early 90s, Trapeze (dba TripSpark) has been developing demand response software solutions for over 20 years. Since that time, we have evolved along with industry trends and in response to the specific issues our clients face. Urban growth and the shifting Medicare system have created the need for more paratransit options. Along with a greater need for services came a greater strain placed upon paratransit agencies. TripSpark has developed a full-featured, robust suite of demand response solutions to increase productivity, profitability and overall operational efficiency. We are based in North America, and as such, we understand the specific needs of our community and the marketplace. As a part of the Trapeze Group, TripSpark is able to offer a personalized approach to your agency, while still delivering products with a proven legacy. We are able to promise long-term service and financial stability because of our foundation within both the Volaris Group Inc. ( as well as Constellation Software Inc., which is publicly traded on the TSX under the symbol CSU and showed revenues of $1.2B in its 2013 financial statements. We have helped over 350 paratransit agencies We handle sites as small as 20 trips/day, up to 20,000 trips/day Specification Number PD

98 Customer satisfaction and retention rate both over 95% Solutions met and exceed requirements Significant investment in R&D Large, experienced, tenured implementation and 24/7 support teams The New Name in Customer Experience The TripSpark difference begins with our lineage and is backed by our customer relationships. However, what sets us apart is our devotion to on-going support and the total customer experience. Our team works to ensure that your software solution is tailored to fit the exact dimensions of [your agency]. Yet it is also flexible and scalable to grow with your business, and encourage that growth. Experience, Innovation and Technology Our record is extensive with it comes to supporting government and commercial organizations of all sizes and a variety of service models. With over 400 customers, we understand the unique challenges of transportation and deliver solutions that improve service while realizing efficiencies for transport organizations. We are here to support organizations that want to transform their operations with the most technologically advanced systems available. Let s begin to innovate and grow together. Specification Number PD

99 Escambia County RFP Required Forms

100 SWORN STATEMENT PURSUANT TO SECTION (3)(a), FLORIDA STATUTES, ON ENTITY CRIMES 1. This sworn statement is submitted to Innovative Transport and Logistics Solutions (print name of the public entity) By Harold Griffin, Jr.,, Director of Business Development (print individual's name and title) For ITL Solutions (print name of entity submitting sworn statement) whose business address is 1902 W Gregory Street Pensacola, FL and (if applicable) its Federal Employer Identification Number (FEIN) is (If the entity has no FEIN, include the Social Security Number of the Individual signing this sworn statement: 2. I understand that a "public entity crime" as defined in Paragraph (1)(g), Florida Statutes, means a violation of any state or federal law by a person with respect to and directly related to the transaction of business with any public entity or with an agency or political subdivision of any other state or of the United States, including, but not limited to, any Proposals or contract for goods or services to be provided to any public entity or an agency or political subdivision or any other state or of the United States and involving antitrust, fraud, theft, bribery, collusion, racketeering, conspiracy, or material misrepresentation. 3. I understand that "convicted" or "conviction" as defined in Paragraph (1)(b), Florida Statutes, means a finding of guilt or a conviction of a public entity crime, with or without an adjudication of guilt, in any federal or state trial court of record relating to charges brought by indictment or information after July 1, 1989, as a result of jury verdict, nonjury trial, or entry of a plea of guilty or nolo contendere. 4. I understand that an "affiliate" as defined in Paragraph (1)(a), Florida Statutes, means: a. A predecessor or successor of a person convicted of a public entity crime; or b. An entity under the control any natural person who is active in the management of the entity and who has been convicted of a public entity crime. The term affiliate" includes those officers, directors, executives, partners, shareholders, employees, members, and agents who are active in the management of an affiliate. The ownership by one person of shares constituting a controlling interest in another person or a pooling of equipment or income among persons when not for fair market value under an arm's length agreement, shall be a prima facie case that one person controls another person. A person who knowingly enters into a joint venture with a person who has been convicted of a public entity crime in Florida during the preceding 36 months shall be considered an affiliate.

101 a. A predecessor or successor of a person convicted of a public entity crime; or b. An entity under the control any natural person who is active in the management of the entity and who has been convicted of a public entity crime. The term affiliate" includes those officers, directors, executives, partners, shareholders, employees, members, and agents who are active in the management of an affiliate. The ownership by one person of shares constituting a controlling interest in another person or a pooling of equipment or income among persons when not for fair market value under an arm's length agreement, shall be a prima facie case that one person controls another person. A person who knowingly enters into a joint venture with a person who has been convicted of a public entity crime in Florida during the preceding 36 months shall be considered an affiliate. Attachment C - Sworn Statement Pursuant to Section ( ) (3)(a), Florida Statutes, on Entity Crimes c. I understand that a "person" as defined in Paragraph (1)(e), Florida Statutes, means any natural person or entity organized under the laws of any state or of the United States with the legal power to enter into binding contract and which bids or applies to Proposals on contracts for the provision of goods or services let by a public entity, or which otherwise transacts or applies to transact business with a public entity. The term "person" includes those officers, directors, executives, partners, shareholders, employees, members, and agents who are active in management of an entity. d. Based on information and belief, the statement which I have marked below is true in relation to the entity submitting this sworn statement. (indicate which statement applies.) X Neither the entity submitting this sworn statement, nor any of its officers, directors, executives, partners, shareholders, employees, members, or agents who are active in the management of the entity, nor any affiliate of the entity has been charged with and convicted of a public entity crime subsequent to July 1, The entity submitting this sworn statement, or one or more of its officers, directors, executives, partners, shareholders, employees, members, or agents who are active in the management of the entity, or an affiliate of the entity has been charged with and convicted of a public entity crime subsequent to July 1, The entity submitting this sworn statement, or one or more of its officers, directors, executives, partners, shareholders, employees, members, or agents who are active in the management of the entity, or an affiliate of the entity has been charged with and convicted of a public entity crime subsequent to July 1, However, there has been a subsequent proceeding before a Hearing Officer of the State of Florida, Division of Administrative Hearings and the Final Order entered by the Hearing Officer determined that it was not in the public interest to place the entity submitting this sworn statement on the convicted vendor list. (attach a copy of the final order) I UNDERSTAND THAT THE SUBMISSION OF THIS FORM TO THE CONTRACTING OFFICER FOR THE PUBLIC ENTITY IDENTIFIED IN PARAGRAPH 1 (ONE) ABOVE IS FOR THAT PUBLIC ENTITY ONLY AND, THAT THIS FORM IS VALID THOROUGH DECEMBER 31 OF THE CALENDAR YEAR IN WHICH IT IS FILED. I ALSO UNDERSTAND THAT I AM REQUIRED TO INFORM THE PUBLIC ENTITY PRIOR TO ENTERING INTO A CONTRACT IN EXCESS OF THE THRESHOLD AMOUNT PROVIDED IN SECTION , FLORIDA STATUTES FOR CATEGORY TWO OF ANY CHANGE IN THE INFORMATION CONTAINED IN THIS FORM.

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104 Information Sheet for Transactions and Conveyances Corporation Identification The following information will be provided to the Escambia County Legal Department for incorporation in legal documents. It is, therefore, vital all information is accurate and complete. Please be certain all spelling, capitalization, etc. is exactly as registered with the state or federal government. (Please Circle One) Is this a Florida Corporation Yes or No If not a Florida Corporation, In what state was it created: Name as spelled in that State: What kind of corporation is it: "ForProfit" or "Not for Profit" Is it in good standing: Yes or No Authorized to transact business in Florida: Yes No or State of Florida Department of State Certificate of Authority Document No.: L Does it use a registered fictitious name: Yes or No Names of Officers: President: Secretary: Vice President: Treasurer: Director: Harold Griffin, Jr. Director: Braxton Griffin Other: Other: Name of Corporation (As used in Florida): Innovative Transport & Logistics Solutions (Spelled exactly as it is registered with the state or federal government) Corporate Address: Post Office Box: City, State Zip: Street Address: 1902 W Gregory Street City, State, Zip: Pensacola, FL 32502

105 (Please provide post office box and street address for mail and/or express delivery; also for recorded instruments involving land) (Please continue and complete page 2) END (850) Verified by: Date:

106 (Revised 12/21/01) DISCLOSURE OF LOBBYING ACTIVITIES Approved by the OMB July 13, 2017

107 INSTRUCTIONS FOR COMPLETION OF SF-LLL, DISCLOSURE OF LOBBYING ACTIVITIES This disclosure form shall be completed by the reporting entity, whether subawardee or prime Federal recipient, at the initiation or receipt of a covered Federal action, or a material change to a previous filing, pursuant to title 31 U.S.C. section The filing of a form is required for each payment or agreement to make payment to any lobbying entity for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with a covered Federal action. Complete all items that apply for both the initial filing and material change report. Refer to the implementing guidance published by the Office of Management and Budget for additional information. 1. Identify the type of covered Federal action for which lobbying activity is and/or has been secured to influence the outcome of a covered Federal action. 2. Identify the status of the covered Federal action. 3. Identify the appropriate classification of this report. If this is a follow-up report caused by a material change to the information previously reported, enter the year and quarter in which the change occurred. Enter the date of the last previously submitted report by this reporting entity for this covered Federal action. 4. Enter the full name, address, city, State and zip code of the reporting entity. Include Congressional District, if known. Check the appropriate classification of the reporting entity that designates if it is, or expects to be, a prime or subaward recipient. Identify the tier of the subawardee, e.g., the first subawardee of the prime is the 1st tier. Subawards include but are not limited to subcontracts, subgrants and contract awards under grants. 5. If the organization filing the report in item 4 checks "Subawardee," then enter the full name, address, city, State and zip code of the prime Federal recipient. Include Congressional District, if known. 6. Enter the name of the Federal agency making the award or loan commitment. Include at least one organizational level below agency name, if known. For example, Department of Transportation, United States Coast Guard. 7. Enter the Federal program name or description for the covered Federal action (item 1). If known, enter the full Catalog of Federal Domestic Assistance (CFDA) number for grants, cooperative agreements, loans, and loan commitments. 8. Enter the most appropriate Federal identifying number available for the Federal action identified in item 1 (e.g., Request for Proposal (RFP) number; Invitation for Bid (IFB) number; grant announcement number; the contract, grant, or loan award number; the application/proposal control number assigned by the Federal agency). Include prefixes, e.g., "RFP-DE " 9. For a covered Federal action where there has been an award or loan commitment by the Federal agency, enter the Federal amount of the award/loan commitment for the prime entity identified in item 4 or (a) Enter the full name, address, city, State and zip code of the lobbying registrant under the Lobbying Disclosure Act of 1995 engaged by the reporting entity identified in item 4 to influence the covered Federal action. (b) Enter the full names of the individual(s) performing services, and include full address if different from 10 (a). Enter Last Name, First Name, and Middle Initial (MI). 11. The certifying official shall sign and date the form, print his/her name, title, and telephone number.

108 According to the Paperwork Reduction Act, as amended, no persons are required to respond to a collection of information unless it displays a valid OMB Control Number. The valid OMB control number for this information collection is OMB No Public reporting burden for this collection of information is estimated to average 10 minutes per response, including time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. Send comments regarding the burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden, to the Office of Management and Budget, Paperwork Reduction Project ( ), Washington, DC

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114 BOARD OF COUNTY COMMISSIONERS ESCAMBIA COUNTY, FLORIDA OFFICE OF PURCHASING 213 PALAFOX PLACE, 2 nd Floor P.O. BOX 1591 PENSACOLA, FL TELEPHONE (850) Paul R. Nobles (SUNCOM) Purchasing Manager TELEFAX (850) July 11, 2017 To: All Known Prospective Proposers ADDENDUM NUMBER 1: Re: Re-Solicit Operator for Para Transit Services Specification Number: PD Proposers: We recently sent you a Request for Proposal on the above mentioned specification. This Addendum #1 provides for: Revised Proposal Form Please see attached revised proposal form. Response to Requests for Information 1. Question - Is the vehicle traffic incident rate (pg 23) at fault incidents only or all vehicular incidents? Response Please find attached a listing of vehicular incidents. 2. Question - How much does the County charge the current provider for the use of RouteMatch software?

115 Response The is no change to the current provider. 3. Question - On Pg 6, Purchasing Agreements with other Government Agencies states that The submission of any offer in response to this Solicitation constitutes an offer made under the same terms and conditions, for the same contract price, to other governmental agencies within Escambia, Santa Rosa Counties Does this mean that once we make an offer on this contract we are obligated to provide same price to other government entities in Escambia and Santa Rosa Counties for other work we might perform in these areas? Response This simply means these other counties can ask your firm to provide these services. You are not under any legal obligation to accept. 4. Question - In the pre-bid meeting, maintenance was discussed as if it were being performed at the county facility by the county. However, in the RFP (pgs 26 and 33) it states that operator performs maintenance and provides maintenance facility. Please clarify. Response - This can be either the operator has a choose. But shall follow all compliance if they choose to use another than ECAT 5. Question - How many trips were provided during the time period 7/1/16-6/30/17 please break down the number into Ambulatory and Wheelchair trips? Response Ambulatory Trips:? 60,667 Wheelchair Trips:? 26,719 Total Trips:? 87, Question - How many miles were driven the time period 7/1/16-6/30/17 please break down the number into Ambulatory and Wheelchair miles? Response - Ambulatory Miles:? 619,923 Wheelchair Miles:? 206,641 Total Miles:? 826, Question - The RFP states "Maintenance must be done at ECAT." Is the contractor required to pay for the expenses or will the county be responsible? Response The contractor is required to pay. 8. Question - Will the County be willing to allow the provider to use ECAT mechanics and the County facility to perform maintenance of ECCT vehicles for cost? If yes, what will the cost for this maintenance be? Response Yes, $57.00 per hour.

116 9. Question - RFP Requires a comparable benefit package to Escambia County Florida. Please provide a detailed list of current wages and benefits provided to County staff. Response Not required 10. Question - What information is needed for Marketing Plan Response - does not apply to this location 11. Question - Can the past historical data for the items listed in the Performance Based Measures be provided? Response No, this is new to this solicitation. 12. Question - The RFP states contractor is to provide "additional vehicles necessary" for contract but does not describe vehicle type or requirement. Please define the number of provider required vehicles and vehicle specifications. Response - For this location we currently have 25 vehicles all but 2 are not W/C assessable 13. Question - Will the provider also be responsible for TD applications and eligibility? Response The operator 14. Question - Who will be responsible for the cost of the vehicle inspections? Response - The operator 15. Question - Please provide vehicle replacement plan Response - This information is located in the Transportation Disadvantaged Service Plan(TDSP) 5 yrs. 16. Question - As vehicles retire; will the provider be responsible for purchasing replacement vehicles? Response - The County 17. Question - How is the County currently funding the Paratransit System outside of the gas tax and federal funding? Response - Through grants general funds and other contracts for the services.

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118 BOARD OF COUNTY COMMISSIONERS ESCAMBIA COUNTY, FLORIDA OFFICE OF PURCHASING 213 PALAFOX PLACE, 2 nd Floor P.O. BOX 1591 PENSACOLA, FL TELEPHONE (850) Paul R. Nobles (SUNCOM) Purchasing Manager TELEFAX (850) July 12, 2017 To: All Known Prospective Proposers ADDENDUM NUMBER 2: Re: Re-Solicit Operator for Para Transit Services Specification Number: PD Proposers: We recently sent you a Request for Proposal on the above mentioned specification. This Addendum #1 provides for: Response to Requests for Information 1. Question - Can all 27 of the vehicles be inspected? Response Upon appointment. 2. Question - Can the county provide the maintenance records of the vehicles? Response Upon request, as there is a lot of data. 3. Question - Who is responsible for replacements of any decals, signage on the vehicles? Response The operator 4. Question - What are the current mileage on the vehicles? Response - Rage from (only 4 are in the 217 to 299 counts) (13 in the 109 to 135) (9 from 28,714 to ) 5. Question - What is the labor rate for maintenance performed at ECAT?