Laserfiche WebLink
<br />203215669.16 A-1-5 <br />3.4 Distribution of Bicycles. Operator shall re-distribute Bicycles among Sites and <br />place the Bicycles in operable Docks throughout the day from 6 am to 10 pm during each day of <br />operation. Such distribution shall be critically timed to increase the probability that each Site, at <br />all times, contains a sufficient number of empty Docks for Bicycles to be returned and occupied <br />Docks containing Bicycles available for subscribers. All Bicycles placed in operational Docks <br />shall be in acceptable operating condition. Operator shall ensure that, during any day, no Site has <br />all empty Docks or all full Docks for more than three hours between the hours of 6 am and 10 <br />pm. If during any month the average usage of a Site is greater than 2.5 Trips per day per Dock <br />or less than 0.75 Trips per day per Dock, then this service level does not apply for such Site for <br />such month. <br />3.5 Operator’s Call Center. Operator shall provide to MTC, all subscribers, and the <br />public at large, a toll-free telephone number for Operator’s call center. The call center shall be in <br />continuous operation 24 hours per day, 7 days per week, and 365 days per year. Not less than <br />80% of telephone calls to Operator’s call center each month must be answered by a person <br />within 90 seconds or less. Operator shall conspicuously post a notice on each Station advising <br />the general public that they may direct their complaints and comments to Operator’s call center. <br />Operator shall ensure that the call center can handle calls in English, Spanish, Mandarin <br />and Cantonese, using operators fluent in those languages. The operators at the call center shall be <br />fully competent and knowledgeable to answer questions and provide information concerning, <br />among other things, subscription process, subscription prices, billing, Crashes, comments, <br />complaints, malfunction problems, location of Sites, directions to nearest Site that has Bicycles <br />available for use and/or available Docks for returns, directions to helmet sales location(s), and <br />instructions on how to fit a helmet. The call center manager shall be knowledgeable about all <br />service areas. The call center operators shall keep accurate and complete written records of each <br />such call in a Customer Service Log as hereinafter required, including the primary reason for <br />each call and the status of the call (e.g., “no further action”, “requires reimbursement”). <br />3.6 Email Response Time. Not less than 95% of emails to Operator’s public <br />information email address must be answered within 1 business day. <br />3.7 Comments and Complaints. Operator shall establish and maintain during the <br />Term prompt and efficient procedures for handling complaints from the public for which <br />Operator receives a Notification. Such procedures shall be consistent with all applicable laws, <br />rules and regulations and the provisions of this Section. Such procedures shall be set forth in <br />writing and copies thereof shall be maintained at Operator’s office and shall be available to the <br />public and the Pilot Cities upon request. <br />3.8 System Website. Operator shall create and maintain a System website the content <br />of which shall address, at a minimum, the following: <br />(1) Eligibility requirements; <br />(2) Subscription information and rate, schedules; <br />(3) Payment information and subscription processing; <br />(4) Method for subscribers to log in, update required information, and track <br />individual usage data compiled by the system;