Okaloosa County BOCC — April 4, 2017 — Maruti 90 Day Action Plan Okaloosa County

OPERATIONAL ACTION PLAN Okaloosa County Operations Maruti Fleet & Management, LLC. SUMMARY This Action Plan is designed to outline Maruti Fleet & Management’s goals and processes for the effective provision of Okaloosa County Transit Operations. Primarily, this action plan covers the acquisition of sufficient operators, complaint resolution processes, technology improvements and training, and KPI standards to ensure effective, long-term system operations. March 23, 2017 SECTION 1 — BACKGROUND & GOALS Background Maruti was selected by the Okaloosa County Board of County Commissioners (BCC) on June 16, 2015 to operate Transit Services on behalf of the County. As part of this award and selection, Maruti was charged with making system improvements to better serve the constituents of the County, and to provide a more efficient and cost-effective system for the future. On March 07, 2017, the Board of County Commissioners voted 3 to 2 to adopt a resolution for the County to explore options regarding issuing another RFP, or bringing transportation services under the direct operation of the County. This resolution would eventual end the County’s contract with Maruti if another provider was selected to perform services for the County. Maruti acknowledges that the County is within its right to find solutions they deem necessary to better serve their constituents, but we also believe that the County must consider these alternatives with a firm understanding of what Maruti has produced while operating the current service, as well as our plans for future improvements. Specifically, Maruti has taken the following actions since the March board meeting to address the County’s concerns: v Re-allocated operators from other locations to supplement Okaloosa Operations v Engaged local hiring agency to promote new hiring of permanent operators v Conducted training on Trapeze and FleetMatics software with pertinent staff v Retained Passenger Advocate to better resolve passenger complaints and issues v Conducted the first Transit Workshop with Okaloosa County constituents v Reduction of complaints to 72 total complaints compared to a total of 17,799 total trips conducted in the last 3-months. This is a complaint ratio of 0.41%, which is below the threshold designated in the TDSP of 0.5%. Accordingly, this report is meant to document initiatives that Maruti has undertaken since starting its contract with the County on October 1, 2015, and hopes this information will allow the County to make a more concise decision when opting to explore alternative providers. Purpose & Goals This 90 Day Action Plan is designed to provide a detailed timeline and agenda for the resolution and long-term operation of Okaloosa County’s transit system. Specifically, this Action Plan’s goal is to resolve the following issues to ensure a safe, reliable, and expedient service to both the constituency and the CRA for the duration of its contract. • The acquisition and retention of sufficient operators to cover system demands • The purchase and implementation of a Bus Tracking application for fixed-route ridership  • The creation of reporting standards to ensure effective communications between Maruti and the County. • Coordination between Maruti and the County to ensure vehicle availability to meet service demands. • Creation of a complaint resolution process that allows for transparent and expedient responses to passenger issues. • Effective training program for Maruti staff on Trapeze and FleetMatics software. • The creation and adoption of KPI standards for the system, via cooperation between Maruti and the County. Project Organization To ensure this action plan is managed and organized as planned, Maruti has committed several members of our Corporate operations staff to assist local man