Broward County Commission Regular Meeting

MOTION TO DISCUSS update on Paratransit Riders Choice Program and Paratransit Call Center.

Items 34, 40, 41 and 45 were heard concurrently.)

ACTION:  (T-12:08 PM)  The Board discussed an update on the Paratransit Riders Choice Program and Paratransit Call Center.  The Board requested that information come back to the Board as to the Board's request of a telephone number being posted on every provider bus for persons to voice problems with service.  (Refer to minutes for full discussion.)  (See Yellow-Sheeted Additional Material, dated November 14, 2017, submitted at the request of Transportation.)

Provides updated information on Transit Division’s (BCT) actions on the status of the Paratransit Riders Choice program and status of the Paratransit Call Center.

Allows the Board to discuss and provide staff direction.

None.

THE TRANSPORTATION DEPARTMENT/TRANSIT DIVISION RECOMMEND APPROVAL OF THE ABOVE MOTION.

Paratransit Rider’s Choice Program
Staff has identified a third party product that can be used to implement the Paratransit Riders Choice Pilot Program. The company, Cabconnect, Inc. provided an impressive product demonstration of their CardONE™ system to members of the Transit Division and County Auditor staff on November 8, 2017. This CardONE™ system is currently being used in over 50 cities nation-wide and staff believes it can provide the necessary functionality for the Paratransit Riders Choice Pilot Program. BCT staff has scheduled an informational Sunshine meeting for the on-demand transportation industry representatives (the taxicab industry as well as TNC's) to inform them about the implementation of the Pilot program on November 16, 2017, at 9:30 a.m. in the Broward County Governmental Center, Room 430.

Call Center Operations
The existing paratransit call center contract with Inktel became effective January 1, 2015. The initial contract term was for three years, with two additional one-year options for renewal. The contract has a fixed reimbursement rate for the length of the contract. With the growth in paratransit (TOPS) trips, since the contract began, the number of phone calls has increased 40%. The contract did not include an escalation clause to address growth.

A Sunshine meeting has been scheduled for November 9, 2017 at 2:00 p.m. to negotiate an amendment to the existing contract to address the reimbursement rate to reflect the unanticipated growth in phone calls. This negotiated increase will allow Inktel to immediately hire more call takers to address the increased call volume that they are experiencing and the long hold times for TOPS customers. Staff expects one negotiation meeting will be sufficient to reach an agreement and will work with County Administration to expedite bringing the amended agreement to the Board for approval.

A more detailed report will be provided under separate cover on Monday, November 13th.

Chris Walton, Director, Transportation Department (954) 357-8361