Diamond Bar City Council
May 6, 2025

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SERVICES AGREEMENT
THIS AGREEMENT (the "Agreement") is made as of May 6, 2025 by and between the City of Diamond Bar, a municipal corporation ("City") and GoGo Technologies, Inc., a Delaware Corporation ("Contractor").

1. Contractor's Services.

Subject to the terms and conditions set forth in this Agreement Contractor shall provide to the reasonable satisfaction of the City the Dial-A-Ride Transportation Services set forth in the attached Scope of Work attached hereto as Exhibit "A" in accordance with the Contractor’s Proposal, dated February 27,2025, attached hereto as Exhibit “B.” Exhibits “A” and “B” are hereby incorporated into this Agreement by reference as if set forth in full herein. As a material inducement to the City to enter into this Agreement, Contractor represents and warrants that it has thoroughly investigated the work and fully understands the difficulties and restrictions in performing the work. Contractor represents that it is fully qualified to perform such services by virtue of its experience and the training, education and expertise of its principals and employees.

Dannette Mansfield (Principal Management Analyst) (herein referred to as the “City’s Project Manager”), shall be the person to whom the Contractor will report for the performance of services hereunder. It is understood that Contractor shall coordinate its services hereunder with the City’s Project Manager to the extent required by the City’s Project Manager, and that all performance required hereunder by Contractor shall be performed to the satisfaction of the City’s Project Manager and the City Manager.

2. Term of Agreement. This Agreement shall take effect, May 6, 2025, and shall continue until June 30, 2028 ("Term"), unless earlier terminated pursuant to the provisions herein.

The City Manager shall have the option to extend this Agreement for two (2) additional one (1) year terms, subject to the same terms and conditions contained herein, by giving Contractor written notice of the exercise of this option at least thirty (30) days prior to the expiration of the initial Term. In the event the City exercises its option to extend the Term, Contractor's compensation shall be subject to an adjustment upon the effective date of extension as follows:

Any increase in compensation will be negotiated between the City and the Contractor, but in no event shall the increase exceed the amount that the Consumer Price Index ("CPI") for the Los Angeles-Long Beach-Anaheim metropolitan area for the month immediately preceding the Adjustment Date (the "Index Month") as reported by the Bureau of Labor Statistics of the United States Department of Labor, has increased over the CPI for the month one year prior to the Index Month. If the CPI is negative, no adjustment will be made.

3. Compensation. City agrees to compensate Contractor for services which Contractor performs to the satisfaction of City in compliance with the scope of services set 









 
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forth in Exhibit "A". Payment will be made only after submission of proper invoices in arrears in the form specified by City. Payment to Contractor for Dial-A-Ride Transportation Services for Fiscal Year 2024-2025 (July 1, 2024 – June 30, 2025) shall not exceed fifty thousand dollars and zero cents ($50,000.00). Payment to Contractor for Dial-A-Ride Transportation Services for Fiscal Year 2025-2026 (July 1, 2025 – June 30, 2026) and subsequent fiscal years shall be subject to a not-to-exceed amount of five hundred fifty thousand dollars and zero cents ($550,000.00) annually, which is subject to City Council appropriation and approval of the Fiscal Year 2025-2026 and subsequent City Budgets.

The above not to exceed amount shall include all costs, including, but not limited to, all clerical, administrative, overhead, telephone, travel and all related expenses.

4. Payment.

A. As scheduled services are completed, Contractor shall submit to City an invoice for the services completed, authorized expenses and authorized extra work actually performed or incurred.

B. All such invoices shall state the basis for the amount invoiced, including services completed, the number of hours spent and any extra work performed.

C. City will pay Contractor the amount properly invoiced within 35 days of receipt.

D. Payment shall constitute payment in full for all services, authorized costs and authorized extra work covered by that invoice.

5. Change Orders. No payment for extra services caused by a change in the scope or complexity of work, or for any other reason, shall be made unless and until such extra services and a price therefore have been previously authorized in writing and approved by the City Manager or his designee as an amendment to this Agreement. The amendment shall set forth the changes of work, extension of time, if any, and adjustment of the fee to be paid by City to Contractor.

6. Priority of Documents. In the event of any inconsistency between the provisions of this Agreement and any attached exhibits, the following order of precedence shall apply: (a) this Agreement; (b) Contractor’s Proposal (Exhibit “A”); an (c) the Scope of Work (Exhibit “B”).

7. Status as Independent Contractor.

A. Contractor is, and shall at all times remain as to City, a wholly independent contractor. Contractor shall have no power to incur any debt, obligation, or liability on behalf of City or otherwise act on behalf of City as an agent, except as specifically provided herein. Neither City nor any of its agents shall have control over the conduct of Contractor or any of Contractor's employees, except as set forth in this Agreement. Contractor shall not, at any time, or in any manner, represent that it or any of its agents or employees are in any manner employees of City.










 
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B. Contractor agrees to pay all required taxes on amounts paid to Contractor under this Agreement, and to indemnify and hold City harmless from any and all taxes, assessments, penalties, and interest asserted against City by reason of the independent contractor relationship created by this Agreement. In the event that City is audited by any Federal or State agency regarding the independent contractor status of Contractor and the audit in any way fails to sustain the validity of a wholly independent contractor relationship between City and Contractor, then Contractor agrees to reimburse City for all costs, including accounting and attorney's fees, arising out of such audit and any appeals relating thereto.

C. Contractor shall fully comply with Workers' Compensation laws regarding Contractor and Contractor's employees. Contractor further agrees to indemnify and hold City harmless from any failure of Contractor to comply with applicable Worker's Compensation laws.

D. Contractor shall, at Contractor’s sole cost and expense fully secure and comply with all federal, state and local governmental permit or licensing requirements, including but not limited to the City of Diamond Bar, South Coast Air Quality Management District, and California Air Resources Board.

E. In addition to any other remedies it may have, City shall have the right to offset against the amount of any fees due to Contractor under this Agreement any amount due to City from Contractor as a result of Contractor's failure to promptly pay to City any reimbursement or indemnification required by this Agreement or for any amount or penalty levied against the City for Contractor’s failure to comply with this Section.

8. Standard of Performance. Contractor shall perform all work at the standard of care and skill ordinarily exercised by members of the profession under similar conditions and represents that it and any subcontractors it may engage, possess any and all licenses which are required to perform the work contemplated by this Agreement and shall maintain all appropriate licenses during the performance of the work. City shall have the right to require Contractor to discontinue engagement of, or to replace, any subcontractor that does not meet the satisfaction of the City in the City’s sole discretion.

9. Indemnification.

Contractor shall indemnify, defend with counsel approved by City, and hold harmless City, its officers, officials, employees and volunteers ("Indemnitees") from and against all liability, loss, damage, expense, cost (including without limitation reasonable attorneys' fees, expert fees and all other costs and fees of litigation) of every nature arising out of or in connection with:
(1) Any and all claims under Workers’ Compensation Act and other employee benefit acts with respect to Contractor’s employees or Contractor’s contractor’s employees arising out of Contractor’s work under this Agreement; and (2) Any and all claims arising out of Contractor's or its subcontractor’s performance of work hereunder or their failure to comply with any of its obligations 









 
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contained in this Agreement, regardless of City’s passive negligence, but excepting such loss or damage which is caused by the sole active negligence or willful misconduct of the City. Should City in its sole discretion find Contractor’s legal counsel unacceptable, then Contractor shall reimburse the City its costs of defense, including without limitation reasonable attorneys' fees, expert fees and all other costs and fees of litigation. The Contractor shall promptly pay any final judgment rendered against the Indemnitees. It is expressly understood and agreed that the foregoing provisions are intended to be as broad and inclusive as is permitted by the law of the State of California and will survive termination of this Agreement.

Except for the Indemnitees, this Agreement shall not be construed to extend to any third party indemnification rights of any kind.
(3) The Contractor's obligations to indemnify, defend and hold harmless the City shall survive termination of this Agreement.

10. Insurance.

A. Contractor shall at all times during the term of this Agreement carry, maintain, and keep in full force and effect, with an insurance company authorized to do business in the State of California and approved by the City the following insurance:
(1) a policy or policies of broad-form comprehensive general liability insurance written on an occurrence basis with minimum limits of $2,000,000.00 combined single limit coverage against any injury, death, loss or damage as a result of wrongful or negligent acts by Contractor, its officers, employees, agents, and independent contractors in performance of services under this Agreement; (2) property damage insurance with a minimum limit of $1,000,000.00 per occurrence;
(3) automotive liability insurance written on an occurrence basis covering all owned, non-owned and hired automobiles, with minimum combined single limits coverage of $1,000,000.00; and
(4) Worker's Compensation insurance when required by law, with a minimum limit of $500,000.00 or the amount required by law, whichever is greater.

B. The City, its officers, employees, agents, and volunteers shall be named as additional insureds on the policies as to comprehensive general liability, property damage, and automotive liability. The policies as to comprehensive general liability, property damage, and automobile liability shall provide that they are primary, and that any insurance maintained by the City shall be excess insurance only.

C. All insurance policies shall provide that the insurance coverage shall not be non-renewed, canceled, reduced, or otherwise modified (except through the addition of additional insureds to the policy) by the insurance carrier without the insurance carrier giving City at least ten (10) days prior written notice thereof. Contractor agrees that it will 









 
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not cancel, reduce or otherwise modify the insurance coverage and in the event of any of the same by the insurer to immediately notify the City.

D. All policies of insurance shall cover the obligations of Contractor pursuant to the terms of this Agreement and shall be issued by an insurance company which is authorized to do business in the State of California or which is approved in writing by the City; and shall be placed have a current A.M. Best's rating of no less than A-, VII.

E. Contractor shall submit to City (1) insurance certificates indicating compliance with the minimum insurance requirements above, and (2) insurance policy endorsements or a copy of the insurance policy evidencing the additional insured requirements in this Agreement, in a form acceptable to the City.

F. Self-Insured Retention/Deductibles. All policies required by this Agreement shall allow City, as additional insured, to satisfy the self-insured retention (“SIR”) and/or deductible of the policy in lieu of the Contractor (as the named insured) should Contractor fail to pay the SIR or deductible requirements. The amount of the SIR or deductible shall be subject to the approval of the City. Contractor understands and agrees that satisfaction of this requirement is an express condition precedent to the effectiveness of this Agreement. Failure by Contractor as primary insured to pay its SIR or deductible constitutes a material breach of this Agreement. Should City pay the SIR or deductible on Contractor’s due to such failure in order to secure defense and indemnification as an additional insured under the policy, City may include such amounts as damages in any action against Contractor for breach of this Agreement in addition to any other damages incurred by City due to the breach.

G. Subrogation. With respect to any Workers' Compensation Insurance or Employer's Liability Insurance, the insurer shall waive all rights of subrogation and contribution it may have against the Indemnitees.

H. Failure to Maintain Insurance. If Contractor fails to keep the insurance required under this Agreement in full force and effect, City may take out the necessary insurance and any premiums paid, plus 10% administrative overhead, shall be paid by Contractor, which amounts may be deducted from any payments due Contractor.

I. Contractor shall include all subcontractors, if any, as insureds under its policies or shall furnish separate certificates and endorsements for each subcontractor to the City for review and approval. All insurance for subcontractors shall be subject to all of the requirements stated herein.

11. Confidentiality. Contractor in the course of its duties may have access to confidential data of City, private individuals, or employees of the City. Contractor covenants that all data, documents, discussion, or other information developed or received by Contractor or provided for performance of this Agreement are deemed confidential and shall not be disclosed by Contractor without written authorization by City. City shall grant such authorization if disclosure is required by law. All City data shall be returned to City upon the termination of this Agreement. Contractor's covenant under this section shall survive the termination of this Agreement. Notwithstanding the foregoing, to the extent 









 
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Contractor prepares reports of a proprietary nature specifically for and in connection with certain projects, the City shall not, except with Contractor's prior written consent, use the same for other unrelated projects.

12. Ownership of Materials. Except as specifically provided in this Agreement, all materials provided by Contractor in the performance of this Agreement shall be and remain the property of City without restriction or limitation upon its use or dissemination by City. Contractor may, however, make and retain such copies of said documents and materials as Contractor may desire.

13. Maintenance and Inspection of Records. In accordance with generally accepted accounting principles, Contractor and its subcontractors shall maintain reasonably full and complete books, documents, papers, accounting records, and other information (collectively, the “records”) pertaining to the costs of and completion of services performed under this Agreement. The City and any of their authorized representatives shall have access to and the right to audit and reproduce any of Contractor's records regarding the services provided under this Agreement. Contractor shall maintain all such records for a period of at least three (3) years after termination or completion of this Agreement. Contractor agrees to make available all such records for inspection or audit at its offices during normal business hours and upon three (3) days' notice from the City, and copies thereof shall be furnished if requested.

14. Conflict of Interest.

A. Contractor covenants that it presently has no interest and shall not acquire any interest, direct or indirect, which may be affected by the services to be performed by Contractor under this Agreement, or which would conflict in any manner with the performance of its services hereunder. Contractor further covenants that, in performance of this Agreement, no person having any such interest shall be employed by it.

Furthermore, Contractor shall avoid the appearance of having any interest which would conflict in any manner with the performance of its services pursuant to this Agreement.

B. Contractor covenants not to give or receive any compensation, monetary or otherwise, to or from the ultimate vendor(s) of hardware or software to City as a result of the performance of this Agreement. Contractor's covenant under this section shall survive the termination of this Agreement.

15. Termination. The City may terminate this Agreement with or without cause upon fifteen (15) days' written notice to Contractor. The effective date of termination shall be upon the date specified in the notice of termination, or, in the event no date is specified, upon the fifteenth (15th) day following delivery of the notice. In the event of such termination, City agrees to pay Contractor for services satisfactorily rendered prior to the effective date of termination. Immediately upon receiving written notice of termination, Contractor shall discontinue performing services, unless the notice provides otherwise, except those services reasonably necessary to effectuate the termination. The City shall be not liable for any claim of lost profits.










 
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16. Personnel/Designated Person. Contractor represents that it has, or will secure at its own expense, all personnel required to perform the services under this Agreement. Except as provided in this Agreement, Contractor reserves the right to determine the assignment of its own employees to the performance of Contractor's services under this Agreement, but City reserves the right in its sole discretion to require Contractor to exclude any employee from performing services on City's program.

17. Non-Discrimination and Equal Employment Opportunity.

A. Contractor shall not discriminate as to race, color, creed, religion, sex, marital status, national origin, ancestry, age, physical or mental handicap, medical condition, or sexual orientation, in the performance of its services and duties pursuant to this Agreement, and will comply with all rules and regulations of City relating thereto. Such nondiscrimination shall include but not be limited to the following: employment, upgrading, demotion, transfers, recruitment or recruitment advertising; layoff or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship.

B. Contractor will, in all solicitations or advertisements for employees placed by or on behalf of Contractor state either that it is an equal opportunity employer or that all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, marital status, national origin, ancestry, age, physical or mental handicap, medical condition, or sexual orientation.

C. Contractor will cause the foregoing provisions to be inserted in all subcontracts for any work covered by this Agreement except contracts or subcontracts for standard commercial supplies or raw materials.

18. Reserved.

19. Time Is of the Essence. Time is of the essence in this Agreement.

Contractor shall do all things necessary and incidental to the prosecution of Contractor's services.

20. Liquidated Damages. The parties agree that as of the time of the execution of this Agreement, it is impractical, if not impossible, to reasonably ascertain the extent of damages which shall be incurred by City as a result of a breach by Contractor of certain specific obligations under this Agreement. The factors relating to the impracticability of ascertaining damages include, but are not limited to, the fact that: (i) substantial damage results to members of the public who are denied services or denied quality or reliable service; (ii) such breaches cause inconvenience, anxiety, frustration, and deprivation of the benefits of the Agreement to individual members of the general public for whose benefit this Agreement exists, in subjective ways and in varying degrees of intensity which are incapable of measurement in precise monetary terms; and (iii) the termination of this Agreement for such specific breaches, and other remedies are, at best, a means of future correction and not remedies which make the public whole for past breaches. The parties further acknowledge that City has considered and relied on Contractor's representations as to its quality-of-service commitment in entering into this Agreement. Therefore, without 









 
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prejudice to City's right to treat such breaches as an event of default under this Agreement, the Parties agree that the liquidated damage amounts in Exhibit A represent a reasonable estimate of the amount of such damages for such specific breaches, considering all of the circumstances existing on the date of this Agreement, including the relationship of the sums to the range of harm to City that reasonably could be anticipated and the anticipation that proof of actual damages would be costly or impractical.

21. Delays and Extensions of Time. Contractor's sole remedy for delays outside its control shall be an extension of time. No matter what the cause of the delay, Contractor must document any delay and request an extension of time in writing at the time of the delay to the satisfaction of City. Any extensions granted shall be limited to the length of the delay outside Contractor’s control. If Contractor believes that delays caused by the City will cause it to incur additional costs, it must specify, in writing, why the delay has caused additional costs to be incurred and the exact amount of such cost within 10 days of the time the delay occurs. No additional costs can be paid that exceed the not to exceed amount absent a written amendment to this Agreement. In no event shall the Contractor be entitled to any claim for lost profits due to any delay, whether caused by the City or due to some other cause.

22. Assignment. Contractor shall not assign or transfer any interest in this Agreement nor the performance of any of Contractor's obligations hereunder, without the prior written consent of City, and any attempt by Contractor to so assign this Agreement or any rights, duties, or obligations arising hereunder shall be void and of no effect.

23. Compliance with Laws. Contractor shall comply with all applicable laws, ordinances, codes and regulations of the federal, state, and local governments.

24. Non-Waiver of Terms, Rights and Remedies. Waiver by either party of any one or more of the conditions of performance under this Agreement shall not be a waiver of any other condition of performance under this Agreement. In no event shall the making by City of any payment to Contractor constitute or be construed as a waiver by City of any breach of covenant, or any default which may then exist on the part of Contractor, and the making of any such payment by City shall in no way impair or prejudice any right or remedy available to City with regard to such breach or default.

25. Attorney's Fees. In the event that either party to this Agreement shall commence any legal or equitable action or proceeding to enforce or interpret the provisions of this Agreement, the prevailing party in such action or proceeding shall be entitled to recover its costs of suit, including reasonable attorney's fees and costs, including costs of expert witnesses and Contractors.

26. Mediation. Any dispute or controversy arising under this Agreement, or in connection with any of the terms and conditions hereof, which cannot be resolved by the parties, may be referred by the parties hereto for mediation. A third party, neutral mediation service shall be selected, as agreed upon by the parties and the costs and expenses thereof shall be borne equally by the parties hereto. The parties agree to utilize their good faith efforts to resolve any such dispute or controversy so submitted to mediation. It is specifically understood and agreed by the parties hereto that mutual good faith efforts to 









 
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resolve the same any dispute or controversy as provided herein, shall be a condition precedent to the institution of any action or proceeding, whether at law or in equity with respect to any such dispute or controversy.

27. Notices. Any notices, bills, invoices, or reports required by this Agreement shall be deemed received on (a) the day of delivery if delivered by hand during regular business hours or by facsimile before or during regular business hours; or (b) on the third business day following deposit in the United States mail, postage prepaid, to the addresses heretofore set forth in the Agreement, or to such other addresses as the parties may, from time to time, designate in writing pursuant to the provisions of this section. “CONTRACTOR” “CITY”
GoGo Technologies, Inc. City of Diamond Bar
PO Box 25634 21810 Copley Drive
Pasadena, CA 91185-5634 Diamond Bar, CA 91765-4178
Attn.: Justin Boogaard Attn.: Dannette Mansfield
Phone: 844-901-1678 Phone: 909-839-7012
E-Mail: [email protected] E-mail: [email protected]

28. Governing Law. This Agreement shall be interpreted, construed and enforced in accordance with the laws of the State of California. The venue for any action brought under this Agreement shall be in Los Angeles County.

29. Counterparts. This Agreement may be executed in any number of counterparts, each of which shall be deemed to be the original, and all of which together shall constitute one and the same instrument.

30. Entire Agreement. This Agreement, and any other documents incorporated herein by reference, represent the entire and integrated agreement between Contractor and City. This Agreement supersedes all prior oral or written negotiations, representations or agreements. This Agreement may not be amended, nor any provision or breach hereof waived, except in a writing signed by the parties which expressly refers to this Agreement.

Amendments on behalf of the City will only be valid if signed by a person duly authorized to do so under the City's Purchasing Ordinance.
[SIGNATURE PAGE FOLLOWS]











 
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IN WITNESS of this Agreement, the parties have executed this Agreement as of the date first written above.
"Contractor" "City"
GOGO TECHNOLOGIES, INC. CITY OF DIAMOND BAR
By: _____________________________ By: __________________________ Printed Name: Justin Boogaard Daniel Fox, City Manager
Title: Chief Executive Officer

By: ATTEST:

Printed Name:

Title:

Kristina Santana, City Clerk

Approved as to form:

By: _____________________________
Omar Sandoval, City Attorney
*NOTE: If Contractor is a corporation, the City requires the following signature(s):
-- (1) the Chairman of the Board, the President or a Vice-President, AND (2) the Secretary, the Chief Financial Officer, the Treasurer, an Assistant Secretary or an Assistant Treasurer. If only one corporate officer exists or one corporate officer holds more than one corporate office, please so indicate. OR
-- The corporate officer named in a corporate resolution as authorized to enter into this Agreement. A copy of the corporate resolution, certified by the Secretary close in time to the execution of the Agreement, must be provided to the City. 









 
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EXHIBIT “B”

SCOPE OF WORK
The Contractor, at a minimum, must provide all instruments, equipment, tools, personnel, and supervision required to complete the Dial-A-Ride transportation services below:

A. SERVICE CHARACTERISTICS

1. Commencement. Contractor shall commence services upon the start date agreed to by and between the Project
Manager and the Contractor.

2. Hours of Operation. The Diamond Ride Program shall operate year-round, seven (7) days a week, from 7:00 a.m. to 8:00 p.m. Pacific Standard Time (PST), including all holidays.

3. Eligible Users. The program shall be available to Diamond Bar residents who meet one of the following eligibility criteria:
x Age: At least sixty (60) years of age; or
x Disability: Adults (18 years or older) with disabilities, certified by a physician or possessing a disability
card/document issued by the Veterans Administration,
Department of Motor Vehicles, or Social Security
Administration.

Eligible users are permitted up to thirty (30) one-way trips per month, with all trips required to either begin or end within the city limits of Diamond Bar. The Contractor shall be responsible for tracking all Diamond Ride participants' trips to ensure compliance with the monthly trip limit.

4. Identification. The City will register and certify eligible program participants for two (2) years. The City will provide the Contractor with the most current and eligible Diamond Ride user data, and the Contractor is responsible for
updating their system with this information. The Contractor is responsible for ensuring that unauthorized users do not utilize the service.

5. Dedicated Telephone Number. The Contractor must
maintain a dedicated telephone line for program
participants to schedule trips and make inquiries. The call 









 
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center must:
ŏ Be staffed to provide prompt responses, ensuring
customer hold times do not exceed ninety (90) seconds.
ŏ Provide multilingual support.
ŏ Operate continuously (24/7, year-round, including
holidays) and include a backup phone line to ensure
continuous service.

All calls must be recorded and accessible to the City upon request. Dispatchers must greet callers with “Diamond Ride.”

6. Scheduling a Trip. To schedule a trip, eligible Diamond Ride participants must call the dedicated phone number and
provide the dispatcher with:
x Name.
x Phone number.
x Date and time.
x Pickup location.
x Destination and applicable return trip information.

If the participant uses a mobility device, they should request a wheelchair-accessible vehicle. During the trip request process, the dispatcher must gather as much information as possible to ensure the appropriate service is provided to the Diamond Ride participant.

7. Lead Time in Scheduling a Trip. While same-day reservations are allowed, participants are encouraged to schedule trips at least one (1) day in advance. Each trip must be requested individually, and the Contractor is responsible for monitoring and enforcing the monthly trip limit.

8. Response Time. The program requires a 15-minute pick-up window for vehicles to arrive before or after the scheduled time. For instance, if a trip is scheduled for 9:00 a.m. PST, the vehicle may arrive between 8:45 a.m. and 9:15 a.m. PST.

Dispatchers shall inform participants about this 15-minute pickup window when they call to schedule a trip. x If a vehicle arrives 16 minutes or more after the
scheduled trip, the trip must be free of charge to the










 
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rider, and the City must not be billed for any portion of the trip.
ŏ The Contractor must achieve a minimum 95% on-time
performance rate each month or face potential
liquidated damages.

If a Diamond Ride participant contacts the call center to request the Estimated Time of Arrival ("ETA") for their scheduled trip, dispatchers shall provide an accurate and true ETA. If a dispatcher fails to provide an accurate ETA to the Diamond Ride participant, the Contractor must cover the full fare of the trip, and the Diamond Ride participant and City must not be charged for any portion of the trip.

9. Pick-Up and Drop-Off Standards. The program is a curb-tocurb service. Vehicle operators are expected to signal their arrival by gently honking or contacting their rider
directly. When vehicles arrive, riders may not always be at the curb.

Occasionally, vehicle operators may need to enter a facility, such as the lobby of a doctor’s office, to locate a rider who is not waiting outside.

For wheelchair-accessible vehicles, vehicle operators must assist passengers when boarding by securing mobility devices and ensuring safety inside the vehicle.

For regular vehicles, riders must enter and exit the vehicle independently. Vehicle operators shall not assist riders with boarding and alighting. However, up to one (1) guest, who may be a personal care assistant or an escort, is allowed to accompany the rider at no additional charge if assistance is needed.

Riders may bring up to five (5) grocery bags or parcels (max weight: 25 lbs.). Vehicle operators may assist with loading such items into the vehicle.

10.Guest. Each eligible participant may bring one (1) guest at no additional charge. Trips shall not be scheduled solely for transporting a guest. The Contractor must report guest usage separately from eligible participant data.










 
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11.Service Areas. The program includes two (2) designated service. The Contractor must ensure that trips beyond these service areas are not scheduled.

Service Area 1
All locations within Diamond Bar city limits.

Service Area 2
Any medical facility specifically bounded by:

Ɣ North: San Bernardino Freeway (I-10)
Ɣ East: Ramona Avenue
Ɣ South: Imperial Highway/Carbon Canyon
Road/Chino Hills Parkway
Ɣ West: Harbor Boulevard/Azusa Avenue
Service Area 2 also includes the following eligible medical facilities:

Ɣ Pomona Valley Medical Center in Pomona,
California.

Ɣ Providence St. Jude Medical Center in Fullerton,
California.

Ɣ Kaiser Permanente Baldwin Park Medical Center
in Baldwin Park, California.

Ɣ Kaiser Permanente Irwindale Medical Offices
in Irwindale, California.

Associated medical facilities within a half-mile radius of these eligible medical facilities are also eligible under Service Area 2.

Service area boundaries and approved satellite medical
facilities may change at any time based on the needs of the City.

12.Billing. City will compensate Contractor for each service in which Contractor performs to the satisfaction of the City.

Contractor shall submit an invoice to the City in the specified by the City. Charges shall be determined by the traveled of each trip, not trip duration. The fare collected from
participants will be:
x Retained by the Contractor.
x Reported to the City.
x Deducted from the total invoiced meter fare.










 
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The City reserves the right to waive Dial-A-Ride fares for specified periods. The Contractor shall document all fare revenue collection in accordance with City procedures. The City may audit these collections and accounting at any time without prior notice.

13.Shared Rides. The Contractor shall make reasonable efforts to implement shared rides to enhance efficiency and
reduce City costs.

For "incremental shared rides," where multiple participants are picked up and dropped off at the same or nearby
destinations, each participant must pay the applicable fare.

All fare box amounts collected for shared rides must be deducted from the total invoiced meter fare to the City.

14.Management Reports. The Contractor must submit a
detailed report with each monthly billing statement. Each report must contain data as specified by the City’s Project Manager. Reports must be submitted by the 15th of the
following month and should leverage innovative tools and technologies for data presentation.

Upon request and if available, the Contractor shall provide maintenance reports for Diamond Ride vehicles including warranty work, preventive maintenance, and repairs,
ensuring compliance with applicable State and Federal
regulations and the City's evaluation needs.

The City reserves the right to inspect vehicles, maintenance records, and equipment. Any identified substandard or unsafe conditions must be addressed immediately by the Contractor.

15.Customer Satisfaction Survey and Operations Meeting. The Contractor must conduct an anonymous satisfaction survey annually to all Diamond Ride participants, including
registered but inactive participants. This survey shall be designed in collaboration with City staff and provided in English, Mandarin, and Korean. Additionally, the Contractor shall hold monthly meetings, or meetings at a frequency mutually agreed upon by the City and the Contractor, to discuss performance, service enhancements, and results from the satisfaction survey to ensure continuous service
improvements and effective communication.










 
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16.Continuous Improvement. The Contractor shall collaborate with the City to ensure the service remains cost-effective and responsive. The Contractor is expected to proactively
evaluate the program and recommend improvements to
service operations, administrative practices, and program guidelines, with the City making the final decision.

17.Responsibility of Contractor. The Contractor is responsible for delivering a comprehensive turnkey Dial-A-Ride program
encompassing all program aspects including, but not limited to, facilities, fleet, equipment, supplies, maintenance, and administrative support.

18.Responsibility of City. The City will provide program guidelines, process program eligibility applications, renewals, and promotional materials.

B. ADJUSTMENT TO SERVICE LEVEL
The City reserves the right to modify services including hours, days, service areas, fares or reservation requirements.

The Contractor must implement changes within thirty (30) calendar days of receiving notice from the City. If changes are not feasible, the City may terminate the agreement, compensating the
Contractor for services rendered up to the termination date.

C. CONTRACTOR’S PERSONNEL
The Contractor shall be responsible for ensuring that all employees perform their work satisfactorily, as outlined in the Scope of Work or according to any reasonable performance standards set by the City.

The Contractor shall pay all wages and benefits as required by Federal, State, and local law to all employees, contractors, and subcontractors. Additionally, without incurring any extra costs for the City, the Contractor shall adhere to the requirements for employee liability, workers' compensation, employment insurance, and Social Security. The Contractor must hold the City harmless and defend the City against any liabilities, damages, claims, or costs that may arise.

The City reserves the right to remove personnel employed by the Contractor from providing services specifically for the Diamond Ride Program. This shall not imply termination of employment. Rather, the individual may continue to be employed by the Contractor for other services unrelated to the Diamond Ride Program. The Contractor is 









 
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responsible for replacing removed personnel without disrupting the execution of the responsibilities outlined in the agreement. The Contractor must immediately notify the City of any new hires or reassignments of program personnel.

Project Manager
The Contractor must appoint a dedicated Project Manager as the City’s primary point of contact. This individual shall be accessible by phone or email during all hours of Diamond Ride operations. The ideal Project Manager shall be an experienced leader in transit operations who can show empathy towards limited mobility and elderly participants.

Key responsibilities include:

Ɣ Problem-solving and decision-making during operational hours.

Ɣ Supervising staff and maintaining coordination.

Ɣ Attending regular meetings with City staff to discuss contract compliance, performance standards, operational issues, and marketing activities.

The City reserves the right to remove the Project Manager and require that the Contractor replace said individual with another Project Manager who is acceptable to the City. This shall not imply termination of the Project Manager. Rather, the individual may continue to be employed by the Contractor for other services unrelated to the Diamond Ride Program.

Vehicle Operators
The Contractor must provide an adequate number of vehicle operators to fulfill the Scope of Work, including backup operators to ensure uninterrupted service delivery. All vehicle operators shall adhere to a schedule designed to maintain consistent, high-quality service. Each vehicle operator must possess a valid California Driver's License and any other necessary certificates, licenses, and training required by applicable Federal, State, and local regulations.

Additionally, vehicle operators shall maintain a clean and professional appearance while performing their duties.










 
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All vehicle operators must meet the following minimum qualifications:
x No convictions or plea of no contest for driving while intoxicated or under the influence of controlled substances within the past five (5) years and no pending criminal charges for similar offenses.
x No suspended or revoked driver’s license within the past five (5) years.
x Not addicted to alcohol or controlled substances.
x No outstanding warrants for arrest.
x Thorough knowledge of the local street network.
x Sensitivity to the needs of passengers, including the ability to assist with requests.
x Capability to address complaints and resolve problems as they arise.

Vehicle operators shall receive training on all operational procedures related to the Dial-A-Ride service. Training shall include customer service techniques for interacting with the public in a helpful and courteous manner, essential program information, details about the City, and sensitivity training focused on the needs of elderly passengers and those with limited mobility.

All vehicle operators shall be trained to operate wheelchair lifts, ramps, securement systems, and any other equipment used in the Dial-A-Ride service. This requirement applies to all vehicle operators, including regularly assigned vehicle operators and those providing relief.

The Contractor must conduct pre-employment Department of Motor Vehicles (“DMV”) checks on all personnel hired for Diamond Ride and must join the California DMV Pull Notice Program – a program that notifies the Contractor of any activity on a vehicle operator's driving record. Vehicle operators who exceed the California DMV point system or hold a revoked or suspended license must not provide service to the Diamond Ride Program. The Contractor shall inform the City of the results of these checks and any corrective actions taken. 









 
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Vehicle operators are prohibited from requesting or soliciting tips from Diamond Ride participants. While tips may be accepted if offered, any vehicle operator who receives more than one (1) complaint for soliciting tips must be removed from the Diamond Ride Program.

Dispatch and Service Information Personnel
The Contractor shall employ capable and courteous dispatch and call center personnel responsible for handling Diamond Ride requests. This includes, but is not limited to:
x Accurately recording and scheduling trip reservations. x Effectively managing complaints and customer
service inquiries.
x Responding to phone calls about transportation services.

D. ALCOHOL/DRUG SCREENING PRACTICES
The Contractor shall implement and maintain a comprehensive substance abuse screening program for all personnel involved in operations of the Diamond Ride Program. This program shall include ongoing drug and alcohol testing to ensure a safe and compliant workplace. The Contractor shall adhere to all current Department of Transportation regulations, as well as any applicable local, State, and Federal standards.

The program may include, but is not limited to, the following components:
x Pre-Employment Screening: Pre-employment drug and
alcohol testing procedure to assess potential hires before they commence work.
x Incident or Accident Testing: Conduct drug and alcohol testing following any workplace incident or accident to determine if substance use contributed to the situation. x Reasonable Suspicion Testing: Establish protocols for testing employees based on observable signs and behaviors that may indicate substance abuse.
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proactively.

E. SAFETY
The Contractor is required to maintain an ongoing safety program that encourages and rewards safe driving practices. Vehicle operators who present health or safety risks shall not provide service to the Diamond Ride Program.

F. VEHICLES/EQUIPMENT
The Contractor must provide sufficient vehicles to provide a premier level of service to a large number of elderly and limited mobility riders.

Vehicles shall be marked and easily recognizable by Diamond Ride participants.

The Contractor shall make available said number of vehicles and vehicle operators at all times during the operating hours of Diamond Ride. All vehicles used in this program must comply with the requirements outlined in this Scope of Work.

At a minimum, the Contractor’s fleet shall include regular sedans and wheelchair-accessible vehicles. The Contractor may utilize alternative fuel vehicles to provide service.

The Contractor shall be responsible for ensuring that all vehicles and associated equipment are maintained in excellent working condition, meeting the satisfaction of the City. This includes handling all coordination with the vehicle manufacturer as necessary for proper upkeep and maintenance. The Contractor shall be
responsible for negotiating and processing any warranty claims through the manufacturer’s warranty department and is responsible for collecting any associated credits or extended warranties for the duration of the warranty period.

Each vehicle must undergo a daily pre-trip inspection conducted by the vehicle operator before service. This daily inspection must be supplemented by regular time and mileage-based maintenance inspections to guarantee that all vehicles remain in safe and operational condition. The Contractor shall maintain a
comprehensive record of all inspections, which must be made readily available to the City upon request.

Applicable Codes and Regulations










 
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All vehicles operating under the Diamond Ride Program must meet safety standards for public street use and comply with all relevant regulations outlined in the California Vehicle Code. Additionally, all parts and equipment must conform to Federal Vehicle Safety Standards and the California Code of Regulations, Title 13. The Contractor must adhere to the California Highway Patrol Motor Carrier Safety Regulations and shall bear the costs of all appropriate licensing fees for drivers, personnel, and vehicles.

Vehicle Maintenance
The Contractor shall provide and maintain suitable vehicle storage and maintenance facilities where vehicles and equipment can be garaged and serviced. The location of such facilities must be disclosed, and they will be subject to inspection by the City. Should new facilities be required, the Contractor shall outline the steps to obtain those sites prior to the start of service.

At all times, the Contractor shall ensure that every vehicle component—including the body, frame, wheelchair lift, furnishings, and all mechanical, electrical, and hydraulic systems—are maintained in proper working condition free from damage or malfunction. Any vehicle that is damaged shall be repaired immediately to ensure safe and efficient mechanical operation.

All vehicles used for the program must be maintained in a clean condition, with exterior washing conducted at least once a month.

Exterior washing must also be conducted after any specific event or service or at the request of the City. All cleaning activities are subject to weather-permitting conditions.

Preventive maintenance inspections and servicing shall occur at least every 5,000 miles or every 30 days, whichever occurs first.

G. OPERATIONAL EMERGENCIES
The Contractor shall be responsible for enforcing policies on operational emergencies and must handle and resolve all in-service operational emergencies. The Contractor must report all operational emergencies, including those listed below, to the City immediately and no later than the next business day.

Hazardous Conditions
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Vehicle operators shall report any hazardous road conditions in the City, such as downed trees, potholes, uneven road surfaces, and malfunctioning signals. The Contractor shall be responsible for promptly notifying the City about these conditions and taking the necessary precautions to ensure the safety of passengers and vehicle operators.

In-Service Vehicle Failures
The Contractor shall report any in-service vehicle failures to the City.

The Contractor shall assess the situation, use sound judgment, and instruct the vehicle operator on the appropriate corrective action. If necessary, the Contractor shall promptly dispatch a spare vehicle to the location to continue service.

Wheelchair Lift Failure
The Contractor shall be responsible for properly operating and maintaining all wheelchair lifts. Contractors shall report to the City any wheelchair lift failures that occur during service. If necessary, the Contractor shall promptly dispatch a spare vehicle to the location to continue service.

Medical Assistance to Riders
Vehicle operators shall exercise good judgment when responding to accidents, injuries, or illnesses involving Diamond Ride participants. If a Diamond Ride participant requires medical assistance, the vehicle operator should promptly contact emergency medical personnel by dialing 911 and informing the Contractor about the situation. An incident report documenting the facts of the incident must be completed by the Contractor and submitted to the City no later than the following business day.

Traffic Collision
All vehicle operators shall report traffic collisions involving in-service Diamond Ride vehicles to the Contractor and assess the situation to promptly notify law enforcement, the fire department, or medical personnel if necessary. The Contractor must report all traffic collisions to the City by telephone immediately. An accident report documenting the incident must be completed by the Contractor and submitted to the City no later than the following business day.

H. PERFORMANCE MANAGEMENT
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The City will establish performance standards for the Diamond Ride Program. The Contractor and the City will meet periodically to evaluate the program and assess its performance. If the standards do not meet their intended purpose, they may be adjusted based on recommendations from the Contractor, with the City making the final decision.

If performance deficiencies persist, the City may assess liquidated damages, which will be deducted from monthly invoices. The City Manager or their designated representative has the authority to assess these liquidated damages against the Contractor.

Dial-A-Ride services must be provided in accordance with the City’s standards. The Contractor will not be held responsible for delays caused by weather, traffic conditions, unavoidable vehicle malfunctions, natural disasters, or any other circumstances beyond the Contractor's control.

The City may assess liquidated damages for failure to meet various requirements of the program, including but not limited to the following:
a. If a 95% on-time performance rate is not achieved during any given month, the Contractor may be assessed
liquidated damages in the amount of $250 for each
month of noncompliance.
b. The fourth and any additional justified complaints about service that does not meet the requirements of the
program within a 30-day period, the Contractor may be
assessed liquidated damages in the amount of $100.00
per complaint.
c. If the wait time of a pre-scheduled trip exceeds 30
minutes after the scheduled time, the Contractor may be assessed liquidated damages in the amount of:
x $50.00 for a wait time exceeding 30 minutes
x $100.00 for a wait time exceeding 45 minutes
x $150.00 for a wait time exceeding 60 minutes
d. If a trip request is not scheduled by dispatch or no vehicle was dispatched for a trip, the Contractor may be
assessed liquidated damages in the amount of $200.00
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per incident.
e. If the Contractor fails to submit the monthly Management Report as required for the Program, the Contractor may
be assessed liquidated damages in the amount of $100
for each day the submission is delayed.
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