ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies (2022)

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152 Survey Instrument A P P E N D I X B “TCRP Synthesis J-07/Topic SG-19” Project Title: Paratransit Service Delivery Models for Small Systems Project Purpose: As demand for complementary paratransit (paratransit) and other demand responsive transportation (DRT) services continues to grow in the face of dwindling resources, small and mid-size transit agencies nationwide have implemented small to wholesale changes to their service models in order to meet present and future demand more effectively. The objectives of this synthesis are: (1) to identify service models of paratransit/ DRT systems provided by: Small and mid-size transit agencies in small urban areas Small urban transit agencies that also provide such services in adjacent rural areas Smaller transit agencies within urban areas (2) to document how the service models have enabled small and mid-size transit agencies to achieve their own tailored balance of efficiency vs. service quality. We encourage you to complete the survey via the web. Here is the link: ____________ Please complete the survey by February 1, 2021. This should take between 15 - 30 minutes to complete on-line. Questions should be addressed to Will Rodman, Texas A&M Transportation Institute, w-rodman@tti.tamu.edu Thank you! Page 1: Contact Information Agency/Organization: DRT Service Name: City: State: Date: Name: Title: E-Mail: Phone:

Survey Instrument 153   Page 2: Organizational Structure (check one box only) Agency/organization is a local or regional public transit agency or authority Agency/organization is a division/department of a municipality (city or county) Agency/organization is a private, non-profit organization providing public transportation under contract to a public entity Other: Page 3: Paratransit /DRT Services: What types of paratransit or demand responsive transportation (DRT) services does your agency/organization provide either directly or via contract (check all that apply): DRT for the general public DRT for the following riders: ADA paratransit certified individuals Seniors ___ years of age and older Persons with disabilities (and not just persons who have been certified as ADA paratransit eligible) Medicaid recipients making non-emergency medical transportation (NEMT) trips Other human service agency clients Taxi and/or TNC-based subsidy/voucher program for the general public Taxi and/or TNC-based subsidy/voucher program for the following riders: ADA paratransit certified individuals Seniors ___ years of age and older Persons with disabilities (and not just persons who have been certified as ADA paratransit eligible) Other human service agency clients Other - ________________________________________________________________ Note: If more than one of the 5 major boxes are checked off on Page 3, respondents will be prompted to answer Q4 thru Q13 for each service.

154 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies Operated with non-dedicated vehicles only (e.g., taxis and/or TNCs) Operated with dedicated and non-dedicated vehicles Page 5: Functional DRT Responsibility (check one box only in each row) Reservations: Transit Agency Operations Contractor(s) Broker Call Center Mgr. Scheduling: Transit Agency Operations Contractor(s) Broker Call Center Mgr. Dispatching: Transit Agency Operations Contractor(s) Broker Call Center Mgr. ETA requests: Transit Agency Operations Contractor(s) Broker Call Center Mgr. Operations: Transit Agency Operations Contractor(s) Maintenance: Transit Agency Operations Contractor(s) Call Cntr Fac: Transit Agency Operations Contractor(s) Ops Facility: Transit Agency Operations Contractor(s) Maint Facility: Transit Agency Operations Contractor(s) Vehicles: Transit Agency Operations Contractor(s) Tele. System Transit Agency Operations Contractor(s) Broker Call Center Mgr. Software: Transit Agency Operations Contractor(s) Broker Call Center Mgr. Veh Comm: Transit Agency Operations Contractor(s) Broker Call Center Mgr. Note: A broker is a third-party contractor who subcontracts with service providers for all or some of the service; a call (and control) center manager is a third-party contractor which has no subcontracts with service providers and which typically performs one or more of the following functions: reservations, scheduling, dispatching, and handling ETA requests and other same-day customer issues. Page 6: Reservations Policies (check all that apply): Next day reservations Advance reservations (up to __ days in advance) Subscription trip / standing order requests Same-day service (minimum __ hours in advance) Immediate fulfillment Page 4: How is the DRT service operated? (check one box only) Operated with dedicated vehicles only

Survey Instrument 155   Page 7: Number of Paratransit /DRT Operations Contractors Number of operations contractors 0 1 2 3 4 5 If more than one contractor, indicate percentage split of trips for each contractor Contractor 1: ____% Dedicated Service Non-Dedicated Service Contractor 2: ____% Dedicated Service Non-Dedicated Service Contractor 3: ____% Dedicated Service Non-Dedicated Service Contractor 4: ____% Dedicated Service Non-Dedicated Service Contractor 5: ____% Dedicated Service Non-Dedicated Service Are operations contractors assigned to zones? No Yes Number of Zones ___ Page 8: Contractor Payment Structure (check all that apply) (skip Page 8 if 0 contractors – on Page 7) Per customer trip served (completed) Per vehicle hour Per passenger mile Per vehicle mile Fixed costs are paid separately from variable costs and split into equal monthly payments Fuel costs are included in total or variable costs rate Fuel costs are reimbursed separately Page 9: Dedicated DRT Vehicles Wheelchair Accessible Inaccessible Vehicles Vehicles Sedans ____ Minivans ____ ____ Raised Roof ____ ____ Body on Chassis ____ ____ Minibuses < 22 Passengers ____ ____ Buses ≥ 22 Passengers ____ ____ Total ____ ____

156 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies Page 10: Supporting Technology Reservation/scheduling/dispatching software Yes or No Dynamic optimization (day-of; 2+ hours in advance) Yes or No Driver communication Radios Yes or No MDTs (including GPS and other) Yes or No Tablets or Smart Phones Yes or No Links to taxi or TNC dispatch systems: Yes or No Page 11: Customer-Facing Technology App or web-based booking Yes or No App or web-based trip cancellations/confirmations Yes or No App or web-based imminent-arrival calls or texts Yes or No Centralized fare account Yes or No Fare card Yes or No App-based fare payment Yes or No Processes to include unbanked customers Yes or No Describe: ______________________________________________________ Processes to include customers without smartphones or access to the internet Yes or No Describe: ______________________________________________________

Survey Instrument 157   Page 12: Performance Standards – Under Goal or Service Standard. enter number or percentage or “none” as appropriate. Goal or 2019 Contractual Incentives Service Standard Actual and/or Penalties Tracked Denials On-time percentage-pick-ups On-time percentage-drop-offs Missed trip rate Excessively long trips Productivity (trips per hour) Complaint frequency ratio Complaint response time Call hold time Other: _____________________ Page 13: Service Statistics (for CY or FY 19) Number of passenger trips ___________ Number of revenue vehicle hours (RVH) ___________ Total operating cost $__________ Total operating cost per trip $__________ (calculated) Total operating cost per RVH $__________ (calculated) Not

158 ADA Paratransit and Other Demand-Responsive Transportation Services in Small to Midsized Transit Agencies Page 14: Service Model Benefits - What do you think are the major benefits of your current service model? Check all that apply. Creates cost efficiency by fostering competition Creates cost efficiency through economies of scale Enhances control over service quality Enhances control over productivity/cost Enhances flexibility to respond to service quality issues Helps manage demand and encourage use of alternatives Minimizes risk for transit agency? Minimizes risk for contractor(s)? Other or Comments: Do you have service/cost statistics evidencing achievement of benefits? Yes No Page 15: Service Model Challenges - What do you think are the major challenges inherent in your current service model? Check all that apply. Costly Indirect or poor control over service quality Very rigid; difficult – or takes a long–time -- to implement needed changes Eliminates options Does not mitigate risks Other or Comments:

Survey Instrument 159   Page 16: Service Model Changes - Have you recently (within the last 5 years) changed your service model? Yes No What were the primary reasons why you have maintained or changed your service model? Check all that apply. To improve cost efficiency (afford more trips) To provide more control over service quality To better control the balance between cost efficiency and service quality To better manage demand To provide more mobility options for our customers Other: Did you achieve your goal(s)? Yes No N/A Do you have evidencing goal achievement? Yes No Page 17: Case Example Participation Would you be willing to participate further as a detailed case example if selected by the TCRP panel for this project? This will involve a remote interview going into further detail on your agency’s experience. Yes No END OF SURVEY